Article Per Year (5 Year)
p-Index From 2020 - 2025
0.659
P-Index
This Author published in this journals
All Journal Indonesian Journal of Business Analytics (IJBA) The Manager Reveiew INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE
Muhartini Salim
Unknown Affiliation
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 3 Documents
Search

 1 
PENERAPAN PELAYANAN TERPADU SATU PINTU (PTSP) DALAM RANGKA PENINGKATAN INDEKS KEPUASAN MASYARAKAT PADA PENGADILAN NEGERI/ HUBUNGAN INDUSTRIAL/TINDAK PIDANA KORUPSI BENGKULU KELAS IA Mudriyanti Mudriyanti; Muhartini Salim; Sularsih Anggarawati
The Manager Review Vol. 3 No. 2 (2021)
Publisher : UNIB Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/tmr.v3i2.19710

Abstract

The purpose of the study was to determine and analyze the application of one-stop integrated services in order to increase the community satisfaction index at the District Court/Industrial Relations/Corruption Crimes Bengkulu Class IA. The research approach is a quantitative descriptive approach supported by highly structured interviews. Collecting data using questionnaires and interviews. Data analysis used descriptive statistical analysis with frequency distribution approach and mean. Furthermore, the analysis method from the results of the interview uses the stages of Marshall and Rossman, namely reduction, classification and data presentation. The results of the study found that the implementation of PTSP services was included in a good assessment. Of the 9 service elements studied, the cost element gets the highest rating and the implementer behavior element gets the lowest rating. For the Bengkulu District Court, it is expected to be able to make SOPs that regulate the behavior of implementers in providing services, then carry out periodic evaluations or monitoring through CCTV cameras on the behavior of implementers in providing services.
The Influence of Service Quality on Customer Loyalty: Expectancy-Disconfirmation Approach Azzahra, Muthia Nathasya; Muhartini Salim
Indonesian Journal of Business Analytics Vol. 5 No. 2 (2025): April 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijba.v5i2.14090

Abstract

This study examines the moderating effect of customer value on the indirect relationship between service quality and customer loyalty, with customer satisfaction acting as a mediator. Through an explanatory quantitative approach, data from 240 respondents were collected using purposive sampling and analyzed with PLS-SEM via SmartPLS. The findings align with the Expectancy Disconfirmation Theory (EDT), which says that service quality has a big impact on customer satisfaction, which in turn increases customer loyalty. Customer satisfaction is confirmed as a mediator in the relationship between service quality and loyalty. Notably, perceived value negatively moderates the service quality-satisfaction link, suggesting that higher perceived value diminishes the direct influence of service quality on satisfaction. This finding offers a nuanced perspective within the EDT framework. The study contributes theoretically and practically by highlighting the importance of understanding moderating factors in customer behavior. Future research should explore additional variables influencing this relationship.
THE STRATEGY TO IMPROVE CLEAN WATER SERVICES IN BENGKULU PROVINCE Siti Yuningsih; Kamaludin , Kamaludin; Muhartini Salim; Rina Suthia Hayu
INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE Vol. 2 No. 1 (2024): January
Publisher : Adisam Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Based on the conditions of the three PDAM offices in Bengkulu Province, it shows that the availability of clean water in Bengkulu Province is as follows: 1) the quality of clean water is still low and the suitability of clean water sources does not meet quality standards; 2) the needs of water are increasing (quantity); 3) the need for clean water continues to increase over time (continuity); 4) clean water management is not optimal (affordability) based on the Performance Evaluation by BPKP on PDAM Bengkulu Province in 2019. This type of research is a descriptive with qualitative approach and this research is located in three location namely Central Bengkulu Regency, North Bengkulu Regency and Bengkulu City. The number of specimens in this research was 400 PDAM consumers. Based on the results of the SWOT analysis of improving service quality, it was found that EFAS and IFAS were in quadrant II (0.126; -0.245) with a diversification strategy. This result focuses on the 4 Ks (quantity, quality, continuity and affordability) according to J. Nijman (1997) and Barata (2003). Therefore, the regional drinking water company owned by the regional government of Bengkulu Province has improved the quality of clean water services which will have an impact on community welfare and independence in receiving public services in the clean water sector. The strategy to improve clean water services in Bengkulu province requires management based on customer satisfaction, clean water availability, quality, quantity and continuity based on regulations and business plans of companies that manage clean water owned by each PDAM office. Clean water services and management will also provide basic services for community needs, increasing profits, and retribution to regional income (PAD). Keywords: Strategy, Service Quality, PDAM, SWOT.
Co-Authors Azzahra, Muthia Nathasya Kamaludin , Kamaludin Mudriyanti Mudriyanti Rina Suthia Hayu Siti Yuningsih Sularsih Anggarawati