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All Journal PROSIDING SEMINAR NASIONAL ProBank: Jurnal Ekonomi dan Perbankan Excellent ADVANCE JBTI : Jurnal Bisnis : Teori dan Implementasi JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Adi Widya : Jurnal Pengabdian Masyarakat Pendas : Jurnah Ilmiah Pendidikan Dasar International Journal of Supply Chain Management Ekuilibrium : Jurnal Ilmiah Bidang Ilmu Ekonomi EKUITAS (Jurnal Ekonomi dan Keuangan) JURNAL PENDIDIKAN MIPA Journal of Indonesian Science Economic Research Jurnal Abdidas Wasana Nyata Jurnal Ekonomi East Asian Journal of Multidisciplinary Research (EAJMR) Jurnal Pengabdian West Science Jurnal Sadewa: Publikasi Ilmu Pendidikan, Pembelajaran dan Ilmu Sosial WASANA NYATA West Science Interdisciplinary Studies JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Jurnal Ekonomi Bisnis dan Kewirausahaan International Journal of Basic Education Research
Ria Yuni Rahmawati, Mayta Novaliza Isda, Siti Fatonah,
Universitas Dharma AUB Surakarta
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Transportation Veterinary Other

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Strategi Meningkatkan Loyalitas Dengan Memperhatikan Kepuasan Konsumen Obat Melalui Coorporate Image pada Apotek di Surakarta Fatonah, Siti; Diva Awatara, I Gusti Putu
JBTI : Jurnal Bisnis : Teori dan Implementasi Vol 10, No 2 (2019): Oktober 2019
Publisher : Universitas Muhammadiyah Yogyakarta

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Abstract

Penelitian ini membahas tentang strategi untuk meningkatkan loyalitas konsumen obat dengan memperhatikan kepuasan yang menggunakan aspek kualitas pelayanan, pengiriman pesanan dan promosi yang bisa disebut sebagai coorporate image pada apotek di Surakarta. Penelitian ini untuk mengetahui bagaimana dan seberapa besar pengaruh variabel independen (kualitas pelayanan, pengiriman pesanan, promosi) terhadap loyalitas konsumen obat dengan kepuasan sebagai variabel intervening sehingga dapat digunakan untuk menentukan strategi yang harus dilakukan apotek di Surakarta. Dengan mengambil sample sebanyak 100 responden konsumen obat yang diambil secara acak di beberapa apotek yang berlokasi di Surakarta. Setelah di olah dengan analisis jalur, diperoleh hasil bahwa pengiriman pesanan mendominasi untuk meningkatkan kepuasan konsumen obat dibandingkan dengan kualitas pelayanan dan promosi. Untuk meningkatkan loyalitas berdasarkan hasil analisis maka harus meningkatkan kepuasan konsumen obat terlebih dahulu karena semua variabel independen secara langsung berpengaruh tidak signifikan terhadap loyalitas. Untuk itu disimpulkan bahwa strategi untuk meningkatkan loyalitas konsumen obat di apotek Surakarta sebaiknya apotek meningkatkan pelayanan pengiriman pesanan untuk meningkatkan kepuasan yang diharapkan dapat meningkatkan loyalitas konsumen obat terhadap apotek di Surakarta.
THE BUILDING OF MARKETING PERFORMANCE BASED ON PRODUCT INNOVATION AND COMPETITIVE ADVANTAGES OF BATIK CRAFTS Siti Fatonah; I Gusti Putu Diva Awatara
PROSIDING SEMINAR NASIONAL & INTERNASIONAL 2018: PROCEEDING 1ST INSELIDEA INTERNATIONAL SEMINAR ON EDUCATION AND DEVELOPMENT OF ASIA (INseIDEA)
Publisher : Universitas Muhammadiyah Semarang

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Abstract

In the business world, competition is getting tighter. As the complexities and dynamics of thebusiness environment intensify, companies begin to push to further strengthen their strategicbases with concepts such as customer focused or oriented cultures. community. There areseveral factors that can affect employee performance. The purpose of this study is to test theperformance of marketing-based product innovation and competitive advantage. This research is survey. Data collection techniques conducted in this study usingquestionnaires. The data used is the primary data from respondents' answers. Samplingtechnique in this research using random sampling, in this research the sample used is 110batik industry. Methods of data analysis were tested with Structural Equation Modelingthrough Smart PLS (Partial Least Square) program. The result of the research shows that the environmental uncertainty have positive andsignificant influence to the product innovation, the intensity of R & D influences positive andsignificant influence to product innovation, product innovation has positive and significantinfluence to marketing performance, product orientation has positive and significant influenceto competitive advantage, influential positive and significant influence to competitiveadvantage, competitive advantage have positive and significant influence to marketingperformanceKeywords: environmental uncertainty, product innovation, R & D intensity, product orientation, competitive advantage, customer orientation, marketing performance.
The Effect of Handling Complaint and Hospital Service Quality on Patient Satisfaction and Loyalty Siti Fatonah; Heny Palupi
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 9, No 3 (2020): December
Publisher : Universitas Muhammadiyah Yogyakarta in Clollaboration with ADMMIRASI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.93138

Abstract

The aim of this research is to investigate the effect of handling complaints and hospital service quality on patient satisfaction and patient loyalty. The sample of this study was patients at hospitals in the Sragen Regency, Central Java. This study used a quantitative research design to test the hypothesis research model. The total sample in this study was 90 patients and it used random sampling as the technique sample. Path analysis was used to test the research model. The results of this study show that there are positive significant effects between handling complaints and patient satisfaction. Second, there are positive significant effects between hospital service quality and patient satisfaction. Finally, there are positive significant effects between patient satisfaction and patient loyalty.
Strategi Meningkatkan Kepuasan Dalam Membentuk Perilaku Nasabah Pada Lembaga Keuangan Perbankan Di Jawa Tengah Siti Fatonah; Yuniatin Trisnawati Dwi Kusuma Wardani
EXCELLENT Vol 6, No 1 (2019): June
Publisher : STIE AUB Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (169.8 KB) | DOI: 10.36587/exc.v6i1.471

Abstract

Pelatihan dan Pendampingan Peningkatan Pangsa Pasar dengan Model Kepuasan Pengiriman Pesanan Konsumen Obat pada Apotek di Surakarta Siti Fatonah; Lukman Ahmad Imron Pahlawi; P Haryoso
Jurnal Abdidas Vol. 2 No. 1 (2021): February, Pages 1-160
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/abdidas.v2i1.214

Abstract

Salah satu faktor penting yang mempengaruhi berkembangnya suatu apotek yaitu bagaimana apotek dapat memberikan kemudahan kepada konsumen untuk memesan obat dan menerima barang (obat) dengan mudah, cepat, aman dan nyaman. Tim Pengabdian kepada Masyarakat STIE AUB Surakarta ingin mensosialisasikan dan melatih serta mendampingi untuk menciptakan model kepuasan konsumen obat melalui peningkatan kualitas pengiriman pesanan untuk memperluas pangsa pasar obat pada Keluarga Besar Apotek Se-Surakarta. Ukuran keberhasilan dari kegiatan Pengabdian Kepada Masyarakat ini dapat dilihat dari luaran yang berupa 1) survei apotek dalam peningkatan kualitas pengiriman pesanan, 2) terciptanya model-model pengiriman pesanan, 3) pangsa pasar apotek bertambah. Permasalahan yang dihadapi oleh mitra adalah 1) belum maksimalnya kualitas pengiriman pesanan obat, 2) belum ada inovasi-inovasi dalam model-model pengiriman, 3) pangsa pasar masih terbatas. Tahapan pelaksanaan pengabdian yang sudah dilakukan oleh tim yaitu mensosialisasikan kepada masyarakat kemudahan dalam proses pemesanan serta pengiriman obat di apotek se-Surakarta, melatih mitra/apotek dalam menciptakan model-model pengiriman pesanan dan melatih teori manajemen pemasaran kepada mitra agar pangsa pasar lebih luas. Hasil yang diharapkan oleh tim adalah meningkatnya kepuasan konsumen apotek dan menciptakan loyalitas. Pada tahap selanjutnya adalah evaluasi hasil pendampingan kualitas pengiriman, model pengiriman dan perluasan pangsa pasar apotek.
PERAN ORIENTASI PELANGGAN DALAM MENINGKATKAN KINERJA PEMASARAN UMKM RUMAH MAKAN DI KABUPATEN SRAGEN Siti Fatonah; Tulus Haryono; Nevea Nur Indah Sari
EKUITAS (Jurnal Ekonomi dan Keuangan) Vol 5 No 1 (2021)
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya(STIESIA) Surabaya

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Abstract

Penelitian ini bertujuan memahami hubungan secara teoritis peran mediasi orientasi pelanggan terhadap kinerja pemasaran UMKM rumah makan di Kabupaten Sragen dilihat dari aspek dinamika lingkungan dan orientasi inovasi. Unit analisis dalam penelitian adalah perusahaan UMKM rumah makan di Kabupaten Sragen yang terdata pada Dinas Koperasi dan UMKM dengan obyek penelitian pimpinan rumah makan atau yang mewakili dengan jumlah 750 perusahaan. Pengambilan sampel menggunakan random sampling dengan tingkat 10% populasi yaitu sebesar 75 responden. Teknik analisis yang digunakan adalah uji instrument, analisis regresi, analisis jalur, Uji t, Uji F, Uji koefisien determinasi dan analisis korelasi. Hasil penelitian analisis regresi persamaan pertama dinamika lingkungan dan orientasi inovasi berpengaruh positif signifikan terhadap oientasi pelanggan. Hasil analisis regresi persamaan kedua dinamika lingkungan dan orintasi pelanggan berpengaruh positif signifikan terhadap kinerja pemasaran. Orientasi inovasi berpengaruh negatif tidak signifikan terhadap kinerja pemasaran. Hasil analisis jalur menunjukkan untuk orientasi pelanggan efektif digunakan sebagai mediasi antara dinamika lingkungan terhadap kinerja pemasaran, sedangkan orientasi pelanggan tidak efektif sebagai mediasi orientasi inovasi terhadap kinerja pemasaran.    
PELATIHAN DAN PENDAMPINGAN PENINGKATAN PANGSA PASAR DENGAN MODEL KEPUASAN PENGIRIMAN PESANAN KONSUMEN OBAT PADA APOTEK DI SURAKARTA Siti Fatonah; Lukman Ahmad Imron; P. Haryoso Haryoso
Adi Widya : Jurnal Pengabdian Masyarakat Vol 5 No 2 (2021): ADI WIDYA Jurnal Pengabdian Masyarakat
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33061/awpm.v5i2.4651

Abstract

The pharmacy was established with the aim of being able to provide good pharmaceutical services to the community including being ready to provide drug consultation, supply of drugs and pharmaceutical supplies of good quality. Therefore, pharmacies need to innovate in carrying out promotional activities to provide information and attract people to want to buy and become loyal drug consumers. One of the factors influencing a pharmacy is that how the pharmacy can provide consumers to order drugs and receive goods easily, quickly, safely and comfortably. The Community Service Team of STIE AUB Surakarta wants to socialize and train and assist to create a drug consumer satisfaction model through improving the quality of order delivery to expand the drug market in large family pharmacies in Surakarta. The size of this Community Service activity can be seen from the output in the form of 1) Pharmacy survey in improving the quality of order delivery, 2) creation of order delivery models, 3) increased pharmacy market supply, 4) scientific articles. The problems that arise by partners are 1) the quality of drug order delivery has not been maximized, 2) there are no innovations in delivery models, 3) the market is still limited. The stages of the implementation of the service carried out by the team are socializing to the community in the process of ordering and sending drugs at pharmacies in Surakarta, training partners / pharmacies in creating order delivery models and training marketing management theories to partners in order to innovate wider markets. The results expected by the team are customer satisfaction and loyalty. The next stage is the evaluation of the results of quality delivery assistance, delivery models and expansion of the pharmacy market Keyword : Quality, Order Delivery Model, Market Share
The Role of Mediation of Customer Satisfaction in Service Quality Relationship on Hospital Patient Loyalty in Indonesia Siti Fatonah
International Journal of Supply Chain Management Vol 8, No 4 (2019): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

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Abstract

Services in the service sector have a strategic role in creating competitive advantage and value for customers. The efforts that need to be done in improving the competitive advantage is through customer satisfaction and loyalty. The study aims to examine the effect of services quality (Servqual) on satisfaction and loyalty of patient as the service users of BPJS hospital services in Central Java. The study also proves the importance of services quality (Servqual) in achieving patient loyalty. The study took a sample of hospital patients in Central Java a total of 184 patients. The sampling technique in this research is by using purposive sampling. The result of research provides empirical evidence that service quality has a significant effect on patient satisfaction. Service quality significantly affects the patient loyalty. Also, patient satisfaction has a significant effect on patient loyalty.
A Study of Service Speed and Servicescape as a Basic Strategy to Improve Loyalty by Evaluating Customer Satisfaction at PT. Bank Mandiri Persero (Solo Branch) Siti Fatonah; Tulus Haryono; Pramesty Wahyu Istyaningsih
EKUILIBRIUM : JURNAL ILMIAH BIDANG ILMU EKONOMI Vol 16, No 2 (2021): September
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (355.003 KB) | DOI: 10.24269/ekuilibrium.v16i2.2021.pp190-197

Abstract

This study aims to determine and analyze empirically the effect of service speed and servicescape on customer satisfaction and loyalty at PT. Bank Mandiri Persero (Solo Branch). The analysis technique used was the validity test and reliability test, linearity test, regression analysis, path analysis, t test, F test, determination coefficient test and correlation analysis. Hypothesis Test Results indicated that service speed has a positive and significant effect on customer satisfaction and servicescape has a positive and significant effect on customer satisfaction. Service speed has a positive and significant effect on customer loyalty. Servicescape has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of F in the second equation showed that the value of F = 288.445, with a significance of 0.000 0.05, so it can be concluded together that the independent variables have a significant effect on customer loyalty at PT. Bank Mandiri Persero (Solo Branch). The results of the R2 value can be explained by the variable service speed, servicescape, and customer satisfaction as an intervening variable of 92.6% and the remaining 7.4% explained by other variables outside the research model in the form of interest rates, service quality, and so on. The results of the path analysis showed that: the indirect effect of service speed on loyalty is an effective route. The indirect effect of the servicescape on loyalty is an effective route. Based on these results, the use of customer satisfaction mediation is proven, so it is expected that PT. Bank Mandiri Persero (Solo Branch) pays more attention to the level of customer satisfaction in order to increase customer loyalty.
Pengaruh Komunikasi, Kepemimpinan, Kompensasi Terhadap Komitmen Organisasi dan Kinerja Pegawai KanTor Pelayanan Pajak Surakarta Anggoro Panji Nugroho; Siti Fatonah; Nani Irma Susanti
Journal of Indonesian Science Economic Research Vol 4, No 2 (2022)
Publisher : Common Publisher

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Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis secara empiris pengaruh komunikasi, kepemimpinan, kompensasi terhadap komitmen organisasi dan kinerja pegawai Kantor Pelayanan Pajak Pratama Surakarta. Populasi dalam penelitian ini adalah pegawai di Kantor Pelayanan Pajak Pratama Surakarta sejumlah 108 pegawai. Teknik pengambilan sampel dengan menggunakan metode sensus, sehingga jumlah sampel 108 responden. Teknik analisis yang digunakan adalah dengan menggunakan uji instrument yang meliputi uji validitas dan uji reliabilitas, uji linieritas, analisis regresi, analisis jalur, Uji t, Uji F, Uji koefisien determinasi dan analisis korelasi. Hasil penelitian menunjukkan bahwa: Komunikasi, kepemimpinan, kompensasi berpengaruh signifikan terhadap komitmen organisasi. Komunikasi, dan kompensasi berpengaruh signifikan terhadap kinerja. Sedangkan kepemimpinan dan komitmen organisasi berpengaruh tidak signifikan terhadap kinerja pegawai. Hasil pengaruh langsung dan tidak langsung di atas, dapat disimpulkan bahwa variabel komunikasasi, kepemimpinan dan kompensasi adalah lebih efektif bila di bandingkan dengan variabel tidak langsung dengan variabel intervening komitmen organisasi dalam meningkatkan kinerja pegawai. Nilai R2 total sebesar 0,6294 dapat diartikan variasi kinerja pegawai di Kantor Pelayanan Pajak Pratama Surakarta dijelaskan oleh variabel komunikasi, kepemimpinan, kompensasi, dan komitmen organisasi sebesar 62,94dan sisanya 37,06% dijelaskan variabel lain diluar model penelitian.
Co-Authors Al Bashir, Muhammad Nizar Anggoro Panji Nugroho Anisa Nurfadila Ramadhani Ari Cahya Mawardi Aris Tri Haryanto Fuadi Fuadi Heny Palupi I Gusti Putu Diva Awatara Idha budiati Ika Kartika Ilis Sulistiani M. Syaiful Hayat Mirna Astuti Mulyadi Mulyadi Munawaroh Munawaroh Nani Irma Susanti Nevea Nur Indah Sari Ningsih, Nining Surya P Haryoso P. Haryoso Haryoso Pahlawi, Lukman Ahmad Imron Peni Irawati Pramesty Wahyu Istyaningsih Purwito Kesdu A.C. Putri Sekar Sari Septiana Novita Dewi SITI KHODIJAH Siti Muryani Suroto . Tri Nurdyastuti Tulus Haryono Tulus Haryono Yadi Heryadi Yofhi Septian Panglipurningrum Yuniatin Trisnawati DKW