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All Journal Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Jurnal Manajemen Bisnis dan Terapan
Niko Dwi Haryanto
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Humanities Economics, Econometrics & Finance Social Sciences

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INCREASING CUSTOMER STATISFACTION THROUGH IMPROVING SERVICE QUALITY AT THE PURWOREJO POST OFFICE 54100 Pepi Zulvia; Niko Dwi Haryanto
Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Vol 18, No 2 (2021): Jurnal Ilmu Administrasi
Publisher : Sekolah Tinggi Ilmu Administrasi Lembaga Administrasi Negara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31113/jia.v18i2.796

Abstract

The level of intense business competition makes a company must continue to be able to increase customer satisfaction, then the company is required to be able to meet the needs and desires of customers, when the company is unable to increase satisfaction later, competitors may seize the customer. This study uses CSI, IPA and PGCV methods to analyze the level of satisfaction, map service quality in quadrants and determine the order of priority for improving service quality at the Purworejo Post Office 54100 The research was conducted on 52 customers using the Accidental Sampling technique. The level of satisfaction through CSI was obtained at 80.6%. Through IPA obtained 8 indicators that are included in quadrant 1 and 5 indicators included in quadrant 3. From quadrant 1 and quadrant 3 obtained the top 5 rankings through PGCV, namely 1) Fast and responsive service, 2) Response to suggestions and complaints, 3) Providing information that is easy to understand, 4) Security from any loss or damage to goods that occurs and 5) Service procedures that are not confusing. It is concluded that the Purworejo 54100 POS office still needs to make improvements in service quality to the 5 indicators in order of priority.
INCREASING CUSTOMER STATISFACTION THROUGH IMPROVING SERVICE QUALITY AT THE PURWOREJO POST OFFICE 54100 Pepi Zulvia; Niko Dwi Haryanto
Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Vol. 18 No. 2 (2021): Jurnal Ilmu Administrasi
Publisher : Sekolah Tinggi Ilmu Administrasi Lembaga Administrasi Negara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31113/jia.v18i2.796

Abstract

The level of intense business competition makes a company must continue to be able to increase customer satisfaction, then the company is required to be able to meet the needs and desires of customers, when the company is unable to increase satisfaction later, competitors may seize the customer. This study uses CSI, IPA and PGCV methods to analyze the level of satisfaction, map service quality in quadrants and determine the order of priority for improving service quality at the Purworejo Post Office 54100 The research was conducted on 52 customers using the Accidental Sampling technique. The level of satisfaction through CSI was obtained at 80.6%. Through IPA obtained 8 indicators that are included in quadrant 1 and 5 indicators included in quadrant 3. From quadrant 1 and quadrant 3 obtained the top 5 rankings through PGCV, namely 1) Fast and responsive service, 2) Response to suggestions and complaints, 3) Providing information that is easy to understand, 4) Security from any loss or damage to goods that occurs and 5) Service procedures that are not confusing. It is concluded that the Purworejo 54100 POS office still needs to make improvements in service quality to the 5 indicators in order of priority.
PELANGGARAN ETIKA BISNIS MENJUAL PRODUK BERSEGMENTASI KHUSUS DI MINIMARKET Niko Dwi Haryanto; Andini Mareta; Ervina Islamiati
Jurnal Manajemen Bisnis dan Terapan Vol. 1 No. 2 (2023): MEISTER Juli 2023
Publisher : This journal is published by the Vocational School of Universitas Sebelas Maret.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20961/meister.v1i2.441

Abstract

Etika bisnis didefinisikan sebagai kebiasaan baik dan pentingnya kebutuhan etika dalam bisnis tidak bisa diabaikan, prinsip etika bisnis mencakup pelaku bisnis mulai dari proses perencanaan sampai dengan pengawasan. Pelanggaran etika bisnis dalam menjual produk bersegmentasi khusus di minimarket tentu dapat membentuk citra yang buruk. Studi ini menganalisis penyebab adanya pelanggaran etika bisnis dalam menjual produk bersegmentasi khusus di minimarket. Penelitian ini menggunakan pendekatan deskriptif kualitatif dengan literatur dan observasi sebagai sumber referensi. Hasil pada penelitian ini menunjukkan bahwa pelanggaran bisnis pada konteks ini harus diperbaiki dengan adanya prosedur, peran pemerintah atau badan yang berwenang dan peran masyarakat dalam melaporkan adanya pelanggaran etika bisnis tersebut untuk meminimalisir pelanggaran etika yang harus terjadi. Kesimpulan pada penelitian ini adalah tidak hanya sistem yang perlu diperbaiki, tetapi budaya dari manajemen minimarket itu sendiri yang harus memulai terlebih dahulu.
Co-Authors Andini Mareta Ervina Islamiati Pepi Zulvia