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All Journal JURNAL REFORMASI ADMINISTRASI Jurnal Ilmiah untuk Mewujudkan Masyarakat Madani Majalah Ilmiah Bijak Destinesia : Jurnal Hospitaliti dan Pariwisata Indonesian Journal of Entrepreneurship & Startups
Suwarta, Firdaus
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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Inovasi Kebijakan Publik Pemerintah Daerah DKI Jakarta dalam Mendorong Pertumbuhan Ekonomi Kreatif Patria, Yoka Mai; Suwarta, Firdaus
Reformasi Administrasi Vol. 10 No. 2: September 2023
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/reformasi.v10i2.3610

Abstract

The creative industry has the potential to generate unique products and services that are in demand both in the local and international markets. Public policy innovation becomes highly relevant. The local government of DKI Jakarta needs to develop policies that support the growth of the creative economy sector, such as providing adequate facilities and infrastructure, mentoring and training for creative industry players, as well as promoting and marketing local products. This study aims to analyze the effectiveness of public policy innovation implemented by the local government of DKI Jakarta in driving the growth of the creative economy. The research aims to examine the policies adopted by the local government and evaluate their impact on the growth of the creative economy sector in DKI Jakarta. The research method utilizes a qualitative descriptive approach with secondary data or literature review. The conclusion of this study is that the public policy innovation implemented by the local government of DKI Jakarta has a significant effectiveness in driving the growth of the creative economy. Through the adoption of policies such as establishing creative spaces, support programs, and relevant regulations, the local government has created an environment conducive to the development of the creative economy sector. Relevant data shows an increase in the number of creative industry players, job opportunities, and the quality of products and services produced by creative industry players in DKI Jakarta.    
Analisis Penanganan Guest Complaint dalam Upaya Meningkatkan Kepuasan Pelanggan (Studi Kasus F&B Service pada Matra 21 Resto, Grand Menteng Hotel Matraman) Suwarta, Firdaus
Destinesia : Jurnal Hospitaliti dan Pariwisata Vol. 6 No. 1: September 2024
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/jd.v6i1.4702

Abstract

Complaints often arise due to customer dissatisfaction and disappointment resulting from a company’s failure to understand their needs and desires. With the right response, these complaints can be effectively addressed, leading to customer satisfaction. This research aims to understand the handling procedures carried out by the f&b service department at Matra 21 restaurant in Grand Kemang Hotel Matraman. It also seeks to identify the efforts and obstacles encountered when dealing with complaints at Matra 21 restaurant. The research employs a qualitative descriptive approach, utilizing data collection methods such as observation, interviews and documentation. Informants participating in this study include Matra 21 restaurant staff, guests who have experienced the products and service at Matra 21 restaurant, as well as academicians. The findings of this research indicate that complaint handling by Matra 21 restaurant staff aligns with established standard operating procedures (SOP). Efforts such as daily guest feedback and guest preferences are like ILEAD (identify, listen, empathy, apologize and decide). However, there are factors hindering complaint resolution, such as guests requesting nonstandard procedures beyond the existing Standard Operating Procedures.
Organizational Communication Analysis on Work Performance and Organizational Commitment to Student and Lecturer Satisfaction at the STIAMI Institute Pangestu, Danang Aji; Indahsari, Tri; Alifah, Ria; Berliana, Vikky; Suwarta, Firdaus; Razali, Geofakta
Indonesian Journal of Entrepreneurship and Startups Vol. 1 No. 2 (2023): July 2023
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijes.v1i2.5145

Abstract

This study aims to analyze the effect of organizational communication on work performance, organizational commitment, and student and lecturer satisfaction at the STIAMI Institute. A qualitative approach with case studies is used, and the variables tested include internal communication, openness, participation, recognition, and interpersonal communication. Survey methods and academic consultants are applied to strengthen communication and improve the teaching quality of lecturers. The results of the research show the importance of organizational communication in building a harmonious relationship between lecturers and students. This study recommends increasing the acceptance of input from students by lecturers, strengthening communication programs, maintaining the quality of interaction between lecturers and students, and improving services to students. The implication is increasing the effectiveness of organizational communication which has an impact on work performance, organizational commitment, and satisfaction of lecturers and students within the STIAMI Institute
Pengaruh Bukti Fisik terhadap Kepuasan Customer Hotel Novotel Jakarta Cikini Suwarta, Firdaus; Dito, Samuel Frans
Destinesia : Jurnal Hospitaliti dan Pariwisata Vol. 5 No. 2: Maret 2024
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/jd.v5i2.3767

Abstract

Physical evidence is one of the important things that can improve customer impressions in the use of services provided. Therefore, in running its business, the Novotel Jakarta Cikini hotel must pay attention to physical evidence so that it is always in good condition, starting from interior, furniture, and facilities available at the hotel. Therefore the impression or perception of guests staying at the hotel will increase and This will later create customer satisfaction from the guest. The purpose of this research is to find out how big the influence of physical evidence on customer satisfaction at Novotel hotels Jakarta Cikini and the method used is a quantitative method with data collection techniques using questionnaires, observation, and literature study. The number of samples in this study was as many as 100 people stayed at the Novotel Jakarta Cikni Hotel. From the results, the calculation of the coefficient of determination (R2) shows the influence of physical evidence on customer satisfaction by 35%. Meanwhile, the calculation results t test obtained a value of tCount>tTable, namely 7.270>1.660 with a sig value 0.000<0.05 means H1 is accepted and H0 is rejected. It can be concluded that the physical evidence variable has a significant effect on customer satisfaction at the Novotel Jakarta Cikini hotel.
Digital Marketing Strategies for attract Millenial Travelers to Hotel Santika Premiere ICE BSD City Rosim; Siswara, Githa; Suwarta, Firdaus
Majalah Ilmiah Bijak Vol. 22 No. 2: September 2025
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

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

Abstract

This study analyzes digital marketing strategies for attract millennial travelers (aged 25–40) to Hotel Santika Premiere ICE BSD City, based on trends for 2024–2025. The background is rooted in the dominance of millennials in the domestic travelers market (72% rely on digital recommendations) and the urgency of digital transformation post-pandemic. A descriptive qualitative method through case study was employed, with data collection techniques including in-depth interviews (5 informants: marketing manager, social media staff, millennial guests), participatory observation, and document analysis. The research findings indicate that the MySantika app is the key driver behind a 30% increase in direct bookings, with three critical features: Exclusive Discounts (25% interest vs. OTAs), leveraged through Ramadan promotions (10% discount & free breakfast), Digital Check-in/out (15% guest satisfaction), saving 5 minutes of waiting time through OTP verification and PMS integration, and Personalized Recommendations based on machine learning (20% conversion rate), tailored to room preferences and nearby activities. Supporting strategies include Instagram visual content optimization (Reels/Stories with 40% engagement), Collaboration with local influencers (live session Santai Sore Ramadhan), integration of digital payment methods (OVO / QRIS / PayLater). The main challenges are the limited features of MySantika for the international market and dependence on internet connectivity. Recommended solutions include expanding the global loyalty program and developing an offline mode feature. The research conclusion emphasizes that the combination of mobile apps, interactive content, and personalization is an effective strategy to reach millennials. The practical implication encourages continuous technology-based innovation to sustain growth in the digital era.
Co-Authors Alifah, Ria Berliana, Vikky Dito, Samuel Frans Geofakta Razali Indahsari, Tri Pangestu, Danang Aji Patria, Yoka Mai Rosim Siswara, Githa