Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal Jurnal Psikologi Jambi
Nofrans Eka Saputra
Departement of Psychology, Faculty of Medicine and Health Sciences, Jambi University
Nursing Physics Public Health Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
PERBEDAAN PERSEPSI KUALITAS PELAYANAN CUSTOMER SERVICE REPRESENTATIVE (CSR) PLASA TELKOM WILAYAH TELEKOMUNIKASI JAMBI DITINJAU DARI FAKTOR DEMOGRAFI PELANGGAN: DIFFERENCES PERCEPTIONS OF CUSTOMER SERVICE REPRESENTATIVE (CSR) SERVICE QUALITY PLASA TELKOM JAMBI BASED ON CUSTOMER DEMOGRAPHIC FACTORS Nabila Fitmalia Putri; Nofrans Eka Saputra; Verdiantika Annisa
Jurnal Psikologi Jambi Vol. 8 No. 01 (2023): Jurnal Psikologi Jambi
Publisher : Fakultas Kedokteran dan Ilmu Kesehatan Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jpj.v8i01.27590

Abstract

ABSTRACT Introduction Service quality is an important factor that must be considered by every company because it is closely related to customer satisfaction and customer loyalty. However, in practice, the Customer Services Representative (CSR) of Plasa Telkom Jambi Telecommunications Region still shows customer dissatisfaction with the quality of service. Then there are differences in perceptions of the quality of service provided by customers. The objective research to know Customer Services Representative (CSR) service quality and the differences in perceptions of service quality based on customer demographic factors. Method This study uses a quantitative method with a comparative descriptive approach. The population in this study are customers who have visited Plaza Telkom Jambi with a total of 358 subjects. The sampling technique in this study is incidental sampling. The analysis technique in this study is analysis of variance using the JASP application. Results There is a difference in the perception of service quality from the demographic factor of the customer's education level with p value = 0.021 (p < 0.05). Conclusions and Suggestions Customer perceptions of service quality are in the moderate category and there are differences in service quality when viewed from demographic factors of customer education levels. So it is hoped that PT Telkom Witel Jambi can pay attention to customer segmentation with different demographic factors and increase sensitivity to service quality. Keywords: Service Quality, Customer Services Representative (CSR), Demographic Factors, Customer ABSTRAK Pendahuluan Kualitas pelayanan merupakan faktor penting yang harus diperhatikan oleh setiap perusahaan karena berkaitan erat dengan kepuasan pelanggan dan loyalitas pelanggan. Namun dalam pelaksanaannya, pelayanan Customer Services Representative (CSR) Plasa Telkom Wilayah Telekomunikasi Jambi masih menunjukkan adanya ketidakpuasan pelanggan terhadap kualitas pelayanan. Kemudian terdapat perbedaan persepsi terhadap kualitas pelayanan yang diberikan oleh pelanggan. Mengetahui gambaran kualitas pelayanan Customer Services Representative (CSR) dan mengetahui perbedaan persepsi kualitas pelayanan berdasarkan faktor demografi pelanggan. Metode Penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif komparatif. Populasi dalam penelitian ini merupakan pelanggan yang pernah mengunjungi Plasa Telkom Jambi dengan total subjek 358 orang. Adapun teknik pengambilan sampel dalam penelitian ini yaitu incidental sampling. Teknik analisis dalam penelitian ini yaitu analisis varians dengan menggunakan aplikasi JASP. Hasil Terdapat perbedaan persepsi kualitas pelayanan dari faktor demografi tingkat pendidikan pelanggan dengan hasil p value sebesar 0.021 (p < 0.05). Kesimpulan dan Saran Persepsi pelanggan terhadap kualitas pelayanan cenderung pada kategori sedang dan terdapat perbedaan kualitas pelayanan apabila ditinjau dari faktor demografi tingkat pendidikan pelanggan. Sehingga diharapkan PT Telkom Witel Jambi dapat memperhatikan kembali segmentasi pelanggan dengan faktor demografi yang berbeda dan meningkatkan kepekaan terhadap kualitas pelayanan.Kata Kunci : Kualitas Pelayanan, Customer Services Representative (CSR), Faktor Demografi, Pelanggan.
HUBUNGAN MODAL PSIKOLOGIS DENGAN PERILAKU INOVATIF PEMILIK USAHA MIKRO KECIL DAN MENENGAH (UMKM) DI KOTA JAMBI: CORRELATION BETWEEN PSYCHOLOGICAL CAPITAL AND INNOVATIVE BEHAVIOR OF MICRO, SMALL AND MEDIUM ENTERPRISES (MSME) CULINARY ENTERPRISES IN JAMBI CITY Vara Fadhilla Saputri; Nofrans Eka Saputra; Rion Nofrianda
Jurnal Psikologi Jambi Vol. 8 No. 02 (2023): Jurnal Psikologi Jambi
Publisher : Fakultas Kedokteran dan Ilmu Kesehatan Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jpj.v8i02.29901

Abstract

ABSTRACT Introduction As a rapidly growing and highly competitive industry, culinary entrepreneurs must be capable of innovating to maintain the existence and competitiveness of their businesses. However, in reality, the innovative behavior of small entrepreneurs is still limited and rarely practiced. Psychological capital is believed to be one of the factors that can stimulate innovative behavior among entrepreneurs. Objective To see the relationship between psychological capital and the innovative behavior of culinary MSME owners in Jambi City. Method This research used a correlational quantitative approach. The population of this research is culinary MSME owners in Jambi City. Sampling used cluster sampling technique with a sample of 342 people. Data analysis used Pearson Product Moment. Result It was found that there was a significant positive correlation between psychological capital and innovative behavior of culinary MSME owners in Jambi City with an r of 0.259 p-values <0.001. Researchers also found a significant positive correlation between self efficacy, optimism, hope, and resilience with innovative behavior of culinary MSME owners in Jambi City. Conclusion There is a significant positive relationship between psychological capital and innovative behavior among MSME culinary owners in Jambi City where psychological capital also makes an effective contribution to innovative behavior by 10%. Keyword: Psychological Capital, Innovative Behavior, Entrepreneurship, MSME, Culinary MSME ABSTRAK Pendahuluan Sebagai industri yang berkembang pesat dan paling diminati membuat wirausaha bidang kuliner harus mampu memunculkan inovasi dalam mempertahankan eksistensi dan daya saing usahanya. Namun kenyataannya, perilaku inovatif pengusaha kecil masih terbatas dan jarang dilakukan. Modal psikologis dipercaya sebagai salah satu faktor yang mampu memunculkan perilaku inovatif wirausaha. Tujuan Untuk melihat hubungan modal psikologis dengan perilaku inovatif pemilik UMKM kuliner di Kota Jambi. Metode Penelitian ini menggunakan pendekatan kuantitatif korelasional. Populasi penelitian ini ialah pemilik UMKM kuliner di Kota Jambi. Pengambilan sampling menggunakan teknik kluster acak dengan sampel sebanyak 342 orang. Analisis data menggunakan Pearson’s Product Moment. Hasil Ditemukan adanya hubungan positif signifikan antara modal psikologis dengan perilaku inovatif pemilik UMKM kuliner di Kota Jambi dengan r sebesar 0,259 p value <0.001. Ditemukan hubungan positif signifikan antara aspek efikasi diri, optimis, harapan, dan resiliensi dengan perilaku inovatif pemilik UMKM kuliner di Kota Jambi. Kesimpulan Terdapat hubungan positif signifikan antara modal psikologis dengan perilaku inovatif pada pemilik UMM kuliner di Kota Jambi di mana modal psikologis juga memberikan sumbangan efektif terhadap perilaku inovatif sebesar 10%. Kata Kunci: Modal Psikologis, Perilaku Inovatif, Wirausaha, UMKM, UMKM Kuliner.
Co-Authors Nabila Fitmalia Putri Rion Nofrianda Vara Fadhilla Saputri Verdiantika Annisa