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Tri Lestari Hadiati

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Author-ID : 7681333

Arts Humanities Decision Sciences, Operations Research & Management Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences

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Analisis Customer Relationship Management System (CRP) Pada Kepuasaan Pelanggan: Studi Di Bank BTPN Syariah Cabang Jepon Kabupaten Blora Tri Lestari Hadiati; Umi Nur Faizatulmuna
Public Service and Governance Journal Vol. 5 No. 2 (2024): Juli: Public Service and Governance Journal
Publisher : Universitas 17 Agustus 1945 Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/psgj.v5i2.1903

One of the customers at BTPN Syariah Bank Jepon Branch Blora Regency reported his complaint to the Community Officer (CO) there is one officer who is less friendly serving customers, another officer the service is long so that customers have not been satisfied. This is complained by customers related to the quality of service and employee competence provided greatly affects customer satisfaction. In this descriptive qualitative research intends to explain this social phenomenon in detail. Researchers attempt to develop concepts while collecting facts in the field. Secondary Informants are BTPN Syariah customers and Key Informants are some employees and supervisors in BTPN Syariah Jepon Branch, Blora Regency. The 30 customers were obtained from questionnaires that were processed using cumulative score and percentage (%). Looking at Fornell's Theory and Kotler's Theory and some data analysis, it can be concluded that customer relationship management (CRP) on customer satisfaction at BTPN Syariah Bank Jepon Branch, Blora Regency can be said to be quite good. It is proven that customer satisfaction by calculating the cumulative score is calculated as 72%. In addition, most of the secondary informants, namely as much as 50%, said that Bank employees have done their job in accordance with existing SOPs, employees have good quality in serving, employees also have the ability to attract other customers, explanations from employees to customers are also easy to understand and understand, therefore customers believe in bank products. This shows that with the help of employees and existing customers, they can recommend potential new customers. Therefore, BTPN Syariah employees need to maintain better customer relationship management (CRM).

Analisis Efektifitas Program Penurunan Stunting Di Mlangsen Kecamatan Blora Kabupaten Blora Tri Lestari Hadiati; Risma Yulianti
Public Service and Governance Journal Vol. 5 No. 1 (2024): Januari : Public Service and Governance Journal
Publisher : Universitas 17 Agustus 1945 Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/psgj.v5i1.1354

Kelurahan Mlangsen, Kec. Blora, Kab. Blora is one of the locations with stunting cases. Mlangsen is one of the target areas for implementing the stunting reduction programme policy, because there are still many children suffering from stunting (short stature, stunted body). The role of the posyandu team is very important in reducing stunting in Mlangsen. The stunting reduction programme carried out by the Mlangsen posyandu team, is by providing counseling and counselling to prospective mothers and mothers of toddlers about nutritional health and child food management once a month by going from house to house, distributing PMT (Supplementary Feeding) for 3 months, giving Vitamin A and Zinc to toddlers. The purpose of this study was to analyse the stunting reduction program in Mlangsen, Blora sub-district, Blora district. The type of research used is descriptive research, with the population being identified and positive stunting families in Mlangsen as many as 22 informants, namely 12 identified stunting family informants and 10 stunting family informants. The sampling technique used a census technique, the data collection technique was carried out by observation, interview, questionnaire & documentation. The data analysis technique used uses complementary descriptive qualitative methods, in order to produce strong data analysis to respond to various kinds of questions and research objectives, besides that it is equipped with percentage data. The results of this study conclude that the level of efficiency in achieving the objectives and precisely the target group of the stunting reduction programme is good / high, namely 72.5% based on the cumulative score calculation. In addition, the use of posyandu team resources and the infrastructure used to generate awareness of families at risk of stunting. The Stunting Reduction Programme is doing the rights things (Druker). Meanwhile, Duncan's 3 important points of effectiveness in the Stunting Reduction Programme in Mlangsen, namely in achieving programme objectives, integrating the programme and the adaptability of families at risk of stunting, the level of effectiveness is also good/high.

Analisis Customer Relationship Management System (CRP) Pada Kepuasaan Pelanggan: Studi Di Bank BTPN Syariah Cabang Jepon Kabupaten Blora Tri Lestari Hadiati; Umi Nur Faizatulmuna
Public Service and Governance Journal Vol. 5 No. 2 (2024): Juli: Public Service and Governance Journal
Publisher : Universitas 17 Agustus 1945 Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/psgj.v5i2.1903

One of the customers at BTPN Syariah Bank Jepon Branch Blora Regency reported his complaint to the Community Officer (CO) there is one officer who is less friendly serving customers, another officer the service is long so that customers have not been satisfied. This is complained by customers related to the quality of service and employee competence provided greatly affects customer satisfaction. In this descriptive qualitative research intends to explain this social phenomenon in detail. Researchers attempt to develop concepts while collecting facts in the field. Secondary Informants are BTPN Syariah customers and Key Informants are some employees and supervisors in BTPN Syariah Jepon Branch, Blora Regency. The 30 customers were obtained from questionnaires that were processed using cumulative score and percentage (%). Looking at Fornell's Theory and Kotler's Theory and some data analysis, it can be concluded that customer relationship management (CRP) on customer satisfaction at BTPN Syariah Bank Jepon Branch, Blora Regency can be said to be quite good. It is proven that customer satisfaction by calculating the cumulative score is calculated as 72%. In addition, most of the secondary informants, namely as much as 50%, said that Bank employees have done their job in accordance with existing SOPs, employees have good quality in serving, employees also have the ability to attract other customers, explanations from employees to customers are also easy to understand and understand, therefore customers believe in bank products. This shows that with the help of employees and existing customers, they can recommend potential new customers. Therefore, BTPN Syariah employees need to maintain better customer relationship management (CRM).

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