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All Journal Jurnal Scientia
Arief Bimantoro Suharko
Magister Management, Universitas Bakrie, Jakarta
Education Mathematics

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ANALYSIS OF PRIORITY CUSTOMER SATISFACTION AND LOYALTY IN BANK BUMN WITH GROUNDED THEORY QUALITATIVE ANALYSIS METHOD Galih Kusumo; Arief Bimantoro Suharko
Jurnal Scientia Vol. 12 No. 03 (2023): Education, Sosial science and Planning technique, 2023 (June-August)
Publisher : Sean Institute

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Abstract

This study aims to study the phenomenon of priority customer satisfaction and loyalty in the banking industry, especially at a branch office of a state-owned bank in Indonesia. This research studies and identifies the reasons for priority customers to transfer their funds to other banks. Researchers used the Grounded Theory analysis method, as an instrument for qualitative analysis. Researchers conducted in-depth interviews with six customers who had transferred their funds to the bank. The analysis performed consisted of open coding of the data to identify categories and themes; axial coding to link categories and themes; and selective coding to identify core themes. The findings show that service quality is the main factor that constructs customer loyalty and satisfaction. Analysis of categories and themes based on axial coding shows that the theme of service quality is connected to all other themes across the range of dimensions. In addition, researchers found from interviews that service features are a core category of service quality and a factor of customer satisfaction and loyalty. Thus, Service Quality acts as a central theme in this study. Good service quality will create a feeling of security and comfort for customers to continue making transactions so they will not move to other banks.
IDENTIFICATION AND CLASSIFICATION OF RISK IN QUALITY MANAGEMENT IN THE CASHEWN PRODUCTION PROCESS Agita Muchammad Rozaqie; Arief Bimantoro Suharko
Jurnal Scientia Vol. 12 No. 04 (2023): Education, Sosial science and Planning technique, 2023, Edition September-Nov
Publisher : Sean Institute

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PT TTO is classified as a new company, in terms of quality management it still does not have a strategy and professional standards for quality management, so research is needed to identify risks in quality management in cashew nut production. To produce consistent product quality to encourage the realization of the goals and values of the company . This study uses the interview method to obtain information related to risks in quality management and classify risk events from the pre-production stage, the production process stage and the post-production stage. Processing uses the calculation of Risk Priority Numbers by grouping risks based on the impact of the risk occurrence (Severity), the frequency of occurrence of the risk (Occurance), and the probability of the risk being detected before it occurs (D). Based on the calculation of the RPN value based on the production stages, namely the pre-production stage, the production process stage, and the post-production stage. Where at the time of calculating and ranking the risk agents, it was found that the pre-production stage had risk events and risk agents with the top order. That is, there is a discrepancy in raw material specifications due to crop failure by farmers in the first place (RPN value of 280) and raw materials sent by farmers are not in accordance with the opportunity (RPN value of 256). As for the next order at the stage of the production process with the risk of non-compliance with specifications due to errors in production labeling for grading and production date
Co-Authors Agita Muchammad Rozaqie Galih Kusumo