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Analisis Kepuasan Pelanggan pada Platform Netflix di Kota Bandung dengan Menggunakan Metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) Dea Shafa Adilah; Indra Fajar Alamsyah; Rizka Estisia Pratiwi
Bandung Conference Series: Business and Management Vol. 4 No. 2 (2024): Bandung Conference Series: Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v4i2.13700

Abstract. The rapid growth of streaming services in Indonesia has led to increasingly intense competition in the industry. Netflix, as one of the popular streaming services, must continuously innovate to maintain its position. To remain competitive with other players in the same business environment, a study was conducted. The purpose of this study is to determine the level of customer satisfaction with Netflix's service quality and to assess the alignment between the service quality attributes that customers expect and what Netflix provides. The sampling technique used in this study is saturated sampling. The research method utilizes the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) methods. The results of the Customer Satisfaction Index (CSI) indicate a score of 86.19%, which falls into the "Very Satisfied" category for Netflix's streaming services. The results of the Importance-Performance Analysis (IPA) show an average conformity level of 95.81%. These findings suggest that the majority of respondents feel that Netflix's service performance closely aligns with their expectations or needs. However, there are five attributes that need improvement, including Netflix having a strong privacy policy to protect customers' personal data, guaranteeing the recovery of accounts that encounter issues, providing parental control features within accounts, ensuring that user privacy data will not be misused, and providing age rating information on all content. Abstrak. Pesatnya pertumbuhan layanan streaming di Indonesia, persaingan di industri ini semakin ketat. Netflix, sebagai salah satu layanan streaming yang populer, harus terus berinovasi untuk mempertahankan posisinya. Untuk tetap dapat bersaing dengan pesaing lainnya dalam lingkungan bisnis yang sama, dilakukanlah sebuah penelitian. Tujuan penelitian ini untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan Netflix dan mengetahui tingkat kesesuaian atribut kualitas pelayanan oleh pelanggan dengan apa yang diberikan oleh Netflix. Jenis teknik sampel yang digunakan dalam penelitian ini yaitu sampling jenuh. Metode penelitian menggunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Hasil dari Customer Satisfaction Index (CSI) senilai 86,19% yang termasuk kedalam kriteria “Sangat Puas” dengan layanan streaming Netflix. Hasil dari Importance Performance Analysis (IPA) tingkat kesesuaian menunjukkan nilai rata-rata sebesar 95,81%. Hasil tersebut mengindikasikan bahwa mayoritas responden merasa bahwa kinerja layanan Netflix sangat sesuai dengan harapan atau kebutuhan mereka. Terdapat 5 atribut yang perlu diperbaiki diantaranya, Netflix memiliki kebijakan privasi yang kuat untuk melindungi data pribadi pelanggan, memberikan jaminan terhadap pengembalian akun yang mengalami masalah, menyediakan fitur kontrol orang tua dalam suatu akun, jaminan data privasi yang dimiliki pengguna tidak akan disalahgunakan, dan menyediakan informasi rating usia di setiap konten.

An Exploratory Factor Analysis (EFA) on Customer Satisfaction: The Case of McDonald’s Application Users in Bandung City Mutiarasarry Mulyanti Hidayat; Indra Fajar Alamsyah; Nadia Meirani
Bandung Conference Series: Business and Management Vol. 4 No. 2 (2024): Bandung Conference Series: Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v4i2.14295

Abstract. McDonald's app is a food delivery service offered through a software application that allows customers to enjoy services such as ordering food, finding nearby restaurants, viewing menus, getting promotions, and joining loyalty programs. With this, McDonald's improves customer convenience and experience. The success of the restaurant industry can be measured based on customer satisfaction with McDonald's app. This study uses exploratory factor analysis to identify the components that influence the satisfaction of McDonald's app users in Bandung City. The data used in this study are primary data from respondents in Bandung City who use the McDonald's application or have used it. Factor analysis divides variables into fewer factors. Most of the information about a variable is found in the factors that make it up. The results obtained show that the factors considered in determining user satisfaction with the McDonald's application can be identified using exploratory factor analysis. This is based on the eigenvalue of four factors that have a value of more than one and a cumulative diversity of 65.59%. The factors formed are Service Quality And Customer Satisfaction, Application Quality And Customer Perception, User Experience And User Interface Design, and Information Quality And User Trust. Abstrak. Aplikasi McDonald's adalah layanan pesan-antar makanan yang ditawarkan melalui aplikasi perangkat lunak yang memungkinkan pelanggan menikmati layanan seperti memesan makanan, menemukan restoran terdekat, melihat menu, mendapatkan promosi, dan mengikuti program loyalitas. Dengan ini, McDonald's meningkatkan kenyamanan dan pengalaman pelanggan. Kesuksesan industri restoran dapat diukur berdasarkan kepuasan pelanggan aplikasi McDonald's. Penelitian ini menggunakan analisis faktor eksploratori untuk mengidentifikasi komponen yang mempengaruhi kepuasan pengguna aplikasi McDonald's di Kota Bandung. Data yang digunakan dalam penelitian ini adalah data primer dari responden di Kota Bandung yang menggunakan aplikasi McDonald's atau pernah menggunakannya. Analisis faktor membagi variabel variabel menjadi lebih sedikit faktor. Sebagian besar informasi tentang variabel ditemukan pada faktor yang membentuknya. Hasil yang didapatkan bahwa faktor-faktor yang dipertimbangkan dalam menentukan kepuasan pengguna aplikasi McDonald's dapat diidentifikasi dengan menggunakan analisis faktor eksploratori. Ini didasarkan pada nilai eigen dari empat faktor yang memiliki nilai lebih dari satu dan keragaman kumulatif sebesar 65,59%. Faktor-faktor yang terbentuk yaitu Service Quality And Customer Satisfaction, Application Quality And Customer Perception, User Experience And User Interface Design, dan Information Quality And User Trust.

Pengaruh Efikasi Diri dan Spiritualitas di Tempat Kerja terhadap Kinerja Inovasi pada Karyawan PLN Icon Plus SBU Regional Jakarta Banten Khansa Ghina Lestari; Sri Suwarsi; Indra Fajar Alamsyah
Bandung Conference Series: Business and Management Vol. 4 No. 2 (2024): Bandung Conference Series: Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v4i2.14790

Abstract. In developing excellence and competing with competitors, companies need innovation. Employees with high levels of self-efficacy will improve innovation performance in the company. Spiritual values are also needed in the workplace that can encourage innovation. The purpose of this study was to determine self-efficacy, spirituality in the workplace, and innovation performance and to determine the effect of self-efficacy and spirituality on innovation performance partially or simultaneously. The method used in this study is quantitative and uses multiple linear regression analysis. The object of research in this study is PLN Icon Plus SBU Regional Jakarta Banten. The research sample used a saturated technique sample in the company's marketing and sales division totaling 36 respondents. Data collection used a questionnaire that measured the level of self-efficacy, spirituality in the workplace and innovation performance. Based on the results of the study, it shows that self-efficacy is measured by the dimensions of level, strength and generalization including the very high category, spirituality in the workplace is measured by the dimensions of meaning in work, sense of togetherness, and alignment with company values including the high category, the level of innovation performance is measured by the dimensions of product, process and managerial including the very high category. Self-efficacy partially has a positive and significant effect on innovation performance, spirituality in the workplace partially has no significant effect on innovation performance, self-efficacy and spirituality in the workplace simultaneously have a positive and significant effect on innovation performance. Abstrak. Dalam mengembangkan keunggulan dan bersaing dengan kompetitor, perusahaan memerlukan adanya inovasi. Karyawan dengan tingkat efikasi diri yang tinggi akan meningkatkan kinerja inovasi di perusahaan. Diperlukan juga nilai-nilai spiritualitas di tempat kerja yang dapat mendorong dalam berinovasi. Tujuan dari penelitian ini untuk mengetahui efikasi diri, spiritualitas di tempat kerja, dan kinerja inovasi dan mengetahui pengaruh efikasi diri dan spiritualitas terhadap kinerja inovasi secara parsial maupun simultan. Metode yang digunakan dalam penelitian ini yaitu kuantitatif dan menggunakan analisis regresi linear berganda. Objek penelitian dalam penelitian ini yaitu PLN Icon Plus SBU Regional Jakarta Banten. Sampel penelitian menggunakan teknik sampel jenuh pada divisi pemasaran dan penjualan enterprise yang berjumlah 36 orang responden. Pengumpulan data menggunakan kuesioner yang mengukur tingkat efikasi diri, spiritualitas di tempat kerja dan kinerja inovasi. Berdasarkan hasil penelitian menunjukkan bahwa efikasi diri diukur dengan dimensi tingkat, kekuatan dan generalisasi termasuk kategori sangat tinggi, spiritualitas di tempat kerja diukur dengan dimensi bermakna dalam pekerjaan, rasa kebersamaan, dan keselarasan dengan nilai perusahaan termasuk kategori tinggi, tingkat kinerja inovasi diukur dengan dimensi produk, proses dan manajerial termasuk kategori sangat tinggi efikasi diri secara parsial berpengaruh positif dan signifikan terhadap kinerja inovasi, spiritualitas di tempat kerja secara parsial tidak berpengaruh dan signifikan terhadap kinerja inovasi, efikasi diri dan spiritualitas di tempat kerja secara simultan berpengaruh positif dan signifikan terhadap kinerja inovasi.

Implementasi Knowledge Management di Bimbingan Belajar Tamara Putri Yadita; Aminuddin Irfani; Indra Fajar Alamsyah
Bandung Conference Series: Business and Management Vol. 4 No. 2 (2024): Bandung Conference Series: Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v4i2.15042

Abstract. This research focuses on understanding how Genza Education implements Knowledge Management, as well as its impact on increasing the capacity of human resources (HR). The purpose of this research is to explore the implementation of knowledge management at Genza Education Talaga Bestari tutoring center, as well as analyze the role of knowledge management in increasing human resource capacity at Genza Education Talaga Bestari tutoring center. The research method used is verification qualitative research with a case study. Data collection techniques include in-depth interviews, observation, and document studies. The data analysis techniques used are data reduction, data presentation, and conclusions. The results showed that the implementation of knowledge management at Genza Education is very important to create an environment that supports information exchange and collaboration. The implementation of Knowledge Management also helps Genza Talaga Bestari tutoring institution in overcoming rapid changes in curriculum, good teaching strategies, and structured knowledge storage. In addition, the application of Knowledge Management also provides the development of human resource competencies in the Genza Education Talaga Bestari tutoring institution. With Knowledge Management in place, the institution can ensure that the knowledge and skills acquired by tutors and other staff are well documented and accessible to all members of the organization and this also allows for efficient knowledge transfer, so that each tutor can utilize the existing knowledge to improve the quality of their teaching. Abstrak. Penelitian ini berfokus untuk memahami bagaimana Genza Education mengimplementasikan Knowledge Management, serta dampaknya pada peningkatan kapasitas sumber daya manusia (SDM). Tujuan penelitian ini adalah untuk mengeksplorasi implementasi knowledge management di bimbel Genza Talaga Bestari, serta menganalisis peran knowledge management dalam meningkatkan kapasitas sumber daya manusia di bimbingan belajar genza education talaga bestari. Metode penelitian yang digunakan adalah penelitian kualitatif verifikatif dengan case study. Teknik pengumpulan data meliputi wawancara mendalam, observasi, dan studi dokumen. Teknik analisis data yang digunakan adalah reduksi data, penyajian data, dan kesimpulan. Hasil penelitian menunjukkan bahwa implementasi knowledge management di Genza Education sangat penting untuk menciptakan lingkungan yang mendukung pertukaran informasi dan kolaborasi. Implementasi Knowledge Management juga membantu lembaga bimbingan belajar Genza Talaga Bestari dalam mengatasi perubahan cepat dalam kurikulum, strategi pengajaran yang baik, dan penyimpanan pengetahuan yang terstruktur. Selain itu, penerapan Knowledge Management juga memberikan pengembangan kompetensi sumber daya manusia yang ada di lembaga bimbingan belajar Genza Education Talaga Bestari. Dengan adanya Knowledge Management, lembaga dapat memastikan bahwa pengetahuan dan keterampilan yang diperoleh oleh para tutor dan staf lainnya didokumentasikan dengan baik dan dapat diakses oleh seluruh anggota organisasi dan ini juga memungkinkan terjadinya transfer pengetahuan yang efisien, sehingga setiap tutor dapat memanfaatkan pengetahuan yang ada untuk meningkatkan kualitas pengajaran mereka.

A Community-Based Approach to Digital Marketing and Branding for Sustainable Entrepreneurship in MSMEs Nindya Saraswati; Indra Fajar Alamsyah; Yudha Dwi Nugraha; Nina Maharani
Engagement: Jurnal Pengabdian Kepada Masyarakat Vol 9 No 1 (2025): May 2025
Publisher : Asosiasi Dosen Pengembang Masyarajat (ADPEMAS) Forum Komunikasi Dosen Peneliti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29062/engagement.v9i1.2014

Digital resources create opportunities for MSMEs to innovate, expand, and adopt more sustainable business models, yet many businesses in Citaman Village, Nagreg, West Java face challenges with digital marketing and branding knowledge. To address this, a community-based training program was implemented to strengthen these skills among local MSMEs. The program consisted of seven interactive sessions covering digital marketing strategies, social media content creation, and sustainable branding techniques. The training methodology combined theory, practical exercises, and individual mentoring to ensure effective learning outcomes . Twenty participants underwent pre and post-testing to evaluate the program's impact. Results demonstrated marked improvement in their understanding and capabilities. Additionally, the program achieved a 94% Customer Satisfaction Index (CSI), demonstrating that participants found the training highly beneficial and applicable to their business operations. This comprehensive approach successfully equipped local MSMEs with essential digital skills for modern business competition.

Pengaruh Self Efficacy dan Job Insecurity terhadap Burnout Karyawan Pada PT Indorama Teknologies Complex Purwakarta Sarah Fadhila Shary; Indra Fajar Alamsyah
Jurnal Riset Manajemen dan Bisnis Volume 3, No. 2, Desember 2023 Jurnal Riset Manajemen dan Bisnis (JRMB)
Publisher : UPT Publikasi Ilmiah Unisba

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/jrmb.v3i2.2906

Abstrak. Burnout dapat didefinisikan sebagai kejenuhan kerja, kelelahan baik itu fisik maupun mental yang dirasakan oleh seseorang dalam kurun waktu yang terbilang panjang sehingga dapat menyebabkan ketidaksesuaian antara seseorang dengan pekerjaannya. Tinggi atau rendahnya burnout yang dirasakan oleh karyawan dapat dipengaruhi salah satunya oleh self efficacy yang dimiliki setiap karyawan serta job insecurity yang dirasakan setiap karyawan. Peneliti menggunakan metode teknik analisis asosiatif kausal dengan menggunakan pendekatan kuantitatif. Populasi yang dipilih dalam penelitian ini adalah berjumlah 150 karyawan. Dengan teknik pengambilan sampel yaitu Simple Random Sampling diperoleh jumlah sampel penelitian sebanyak 110 karyawan. Teknik pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner, wawancara, document review. Adapun teknik analisis data yang digunakan dalam penelitian ini adalah teknis analisis deskriptif verifikatif. Hasil dari penelitian ini adalah: Self efficacy karyawan termasuk kedalam kategori tinggi, job insecurity termasuk kedalam kategori rendah, burnout karyawan termasuk kedalam kategori rendah, terdapat pengaruh negatif dan signifikan antara self efficacy terhadap burnout, terdapat pengaruh positif dan signifikan antara job insecurity terhadap burnout, terdapat pengaruh signifikan secara simultan antara self efficacy dan job insecurity terhadap burnout. Abstract. Burnout can be defined as work saturation, fatigue both physically and mentally that is felt by someone in a fairly long period of time so that it can cause a mismatch between a person and his job. High or low burnout felt by employees can be influenced by the self-efficacy of each employee and the job insecurity that is felt by each employee. The population selected in this study is 150 employees. With the sampling technique, namely Simple Random Sampling, the number of research samples was obtained as many as 110 employees. Data collection techniques used in this study were questionnaires, interviews, document review. The data analysis technique used in this research is descriptive verification analysis technique. The results of this study are: Employee self-efficacy is included in the high category, job insecurity is included in the low category, employee burnout is included in the low category, there is a negative and significant effect between self-efficacy on burnout, there is a positive and significant effect between job insecurity on burnout, there is a significant simultaneous effect between self-efficacy and job insecurity on burnout.

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