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All Journal Jurnal Kolaboratif Sains Jurnal Ilmiah Manajemen dan Akuntansi
Rifqotul Itsnainiyah
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Analisis Risiko Keluhan Pelanggan dan Upaya Mitigasi di PT. PLN (Persero) UP3 Gresik: Customer Complaint Risk Analysis and Mitigation Efforts at PT. PLN (Persero) UP3 Gresik Nur Jauharin Insi'ah; Rifqotul Itsnainiyah; Zidna Ghina; Mohammad Khusnu Milad
Jurnal Kolaboratif Sains Vol. 8 No. 5: Mei 2025
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/jks.v8i5.7398

Abstract

Penanganan keluhan pelanggan merupakan indikator utama dalam mengukur kualitas layanan sebuah perusahaan penyedia jasa publik, termasuk PT PLN (Persero) UP3 Gresik. Penelitian ini bertujuan untuk menganalisis risiko yang muncul dari keluhan pelanggan serta mengevaluasi strategi mitigasi yang diterapkan melalui pendekatan Enterprise Risk Management (ERM). Metode penelitian ini menggunakan pendekatan kualitatif dengan wawancara semi-struktural dan memperoleh data dari dokumentasi internal. Hasil penelitian menunjukkan bahwa jenis keluhan terbanyak berasal dari kategori Informasi dan APP, yang memiliki tingkat frekuensi tinggi terhadap kepuasan pelanggan. PT PLN UP3 Gresik telah menunjukkan responsivitas tinggi dengan rata-rata waktu tanggap 3 detik hingga 2 menit, serta penyelesaian keluhan dalam waktu rata-rata 7 menit. Strategi mitigasi yang diterapkan meliputi optimalisasi teknologi digital, perbaikan sistem layanan, edukasi pelanggan, serta dialog komunitas melalui program seperti “Nangkring Bareng”. Temuan ini menegaskan bahwa penanganan keluhan bisa memperkuat efektivitas layanan, tetapi juga membangun hubungan yang lebih inklusif antara perusahaan dan pelanggan
PENGARUH ROA, ROE, PER, DAN EPS PADA HARGA SAHAM PERBANKAN YANG TERDAFTAR DI BEI PERIODE 2022-2024 Rifqotul Itsnainiyah; Riska Ayu Setiawati
Jurnal Ilmiah Manajemen dan Akuntansi Vol. 3 No. 1 (2026): Januari : Jurnal Ilmiah Manajemen dan Akuntansi (in progress)
Publisher : CV. Denasya Smart Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69714/p3nktw17

Abstract

This study aims to analyze the effect of Return on Assets (ROA), Return on Equity (ROE), Price Earnings Ratio (PER), and Earnings Per Share (EPS) regarding the equity values of financial institutions registered on the Indonesia Stock Exchange during the 2022-2024 timeframe. The aggregate group for this investigation comprised 47 financial corporations, of which 20 companies were selected as samples through a purposive sampling approach. The methodological approach applied included testing classical assumptions, followed by multiple linear regression modeling. The outcomes of the study suggest that ROE, PER, and EPS exert a considerable positive influence on equity values, whereas ROA demonstrates no substantial impact. In totality, the four predictor variables collectively exert a considerable influence on equity value. These results suggest that banks with strong equity performance, sound market valuation, and high earnings per share are more capable of attracting investors and driving an increase in stock prices. The contribution of this research lies in providing recent empirical evidence on the fundamental factors affecting stock prices in the Indonesian banking sector, serving as a valuable reference for investors and management in making investment decisions and developing strategies to enhance corporate performance.
Co-Authors Milad, Mohammad Khusnu Nur Jauharin Insi'ah Riska Ayu Setiawati Zidna Ghina