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All Journal Forecasting : Jurnal Ilmiah Ilmu Manajemen Educational Leadership: Jurnal Manajemen Pendidikan
Armiana, Armiana
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Decision Sciences, Operations Research & Management

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KUALITAS PELAYANAN KELUHAN PELANGGAN DI PT PLN (PERSERO) ULP HASANUDDIN: KUALITAS PELAYANAN KELUHAN PELANGGAN DI PT PLN (PERSERO) ULP HASANUDDIN Armiana, Armiana; Marniati Syam, Marniati; Mursakin, Mursakin
Forecasting : Jurnal Ilmiah Ilmu Manajemen Vol. 5 No. 2 (2023): FORECASTING Jurnal Ilmiah Manajemen
Publisher : LPPM Universitas Muhammadiyah Mamuju

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Abstract

This research aims to obtain an overview of the quality of customer complaint service as seen from tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (empathy). The type of research used in this research is qualitative, the types of data are primary data and secondary data. while the informants for this research are managers, Customer Service, data and information management departments and customers of PT PLN ULP Hasanuddin. Meanwhile, the data collection used is observation, interviews and documentation. Meanwhile, the data analysis used is data reduction, data presentation, and drawing conclusions and verification. The results of this research show that the quality of customer complaint service at PT PLN (Persero) ULP Hasanuddin is quite satisfactory in terms of tangible indicators (physical evidence), reliability is not optimal because it does not comply with the time promised by PT PLN in resolving complaints from customers, Responsiveness (responsiveness) in providing services does not serve customer needs quickly so customers feel that PLN P T officers are slow in handling complaints, assurance (guarantee) has not been categorized as good because of complaints from customers who consider officers favoritism to customers they know, and empathy (empathy) in this indicator regarding communication and service information that meets customer desires
KUALITAS PELAYANAN KELUHAN PELANGGAN DI PT PLN (PERSERO) ULP HASANUDDIN Armiana, Armiana; Syam, Marniati; Mursakin, Mursakin
Forecasting : Jurnal Ilmiah Ilmu Manajemen Vol. 6 No. 1 (2024): FORECASTING Jurnal Ilmiah Manajemen
Publisher : LPPM Universitas Muhammadiyah Mamuju

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Abstract

This research aims to obtain an overview of the quality of customer complaint service as seen from tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (empathy). The type of research used in this research is qualitative, the types of data are primary data and secondary data. while the informants for this research are managers, Customer Service, data and information management departments and customers of PT PLN ULP Hasanuddin. Meanwhile, the data collection used is observation, interviews and documentation. Meanwhile, the data analysis used is data reduction, data presentation, and drawing conclusions and verification. The results of this research show that the quality of customer complaint service at PT PLN (Persero) ULP Hasanuddin is quite satisfactory in terms of tangible indicators (physical evidence), reliability is not optimal because it does not comply with the time promised by PT PLN in resolving complaints from customers, Responsiveness (responsiveness) in providing services does not serve customer needs quickly so customers feel that PLN P T officers are slow in handling complaints, assurance (guarantee) has not been categorized as good because of complaints from customers who consider officers favoritism to customers they know, and empathy (empathy) in this indicator regarding communication and service information that meets customer desires.
PENGARUH KOMITMEN ORGANISASI TERHADAP KINERJA TENAGA KEPENDIDIKAN DI FAKULTAS TARBIYAH DAN KEGURUAN UIN ALAUDDIN MAKASSAR Qamar, Syamsul; Madina, Sitti; Armiana, Armiana; Wahyuddin, Wahyuddin
Educational Leadership: Jurnal Manajemen Pendidikan Vol 1 No 1 (2021): JULY
Publisher : Department of Islamic Education Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24252/edu.v1i1.22106

Abstract

Abstract:  The Effect of Organizational Commitment on The Performance of Education Workers at The Faculty of Tarbiyah And Teaching of UIN Alauddin MakassarThe study aimed to analyze the impact that the organization commitment will have on the performance of the Education Force at Tarbiyah and Teachery. In this research there are two variables: Organizational Commitment (X) the labor of education (Y) where populations in this study are all of the education powers of tarbiyah and teachery with more samples taken away 9 respondents using the numbe. Analysis of the data in this study using the statistical descriptive analysis data is simple. Data obtained by the organizational commitments the minimum value is 64% and the maximum value is 72% and for employee performance the minimum value is 61% and the maximum value is 78%, the results of this study identify that aspects of organizational commitments have a positive influence and of the performance of education in the Faculty of Tarbiyah and the Teaching of UIN Alauddin Makassar. Abstrak: Pengaruh Komitmen Organisasi Terhadap Kinerja Tenaga Kependidikan di Fakultas Tarbiyah dan Keguruan UIN Alauddin MakassarPenelitian ini bertujuan untuk mengetahui pengaruh komitmen organisasi terhadap kinerja tenaga kependidikan di Fakultas Tarbiyah dan Keguruan UIN Alauddin Makassar. Dalam penelitian ini ada dua variable: komitmen organisasi (X) dan kinerja tenaga kependidikan (Y). Populasi dalam penelitian ini semua tenaga kependidikan yang ada di Fakultas Tarbiyah dan Keguruan, sampel yang terpilih sebanyak 9 responden yang dipilih berdasarkan Simple Random Sampling. Data dikumpulkan menggunakan angket komitmen organisasi dan angket kinerja. Analisis data dalam penelitian ini menggunakan data analisis deskriptif statistic sederhana.Data yang diperoleh Komitmen Organisasi nilai minimum 64% dana Nilai maksimum 72% dan untuk Kinerja Pegawai nilai  minimum 61% dan Nilai  maksimum 78%, hasil penelitian ini mengidentifikasi bahwa aspek-aspek komitmen organisasi memiliki pengaruh yang positif dan signifikan terhadap hasil kinerja TenagaKependidikan di Fakultas Tarbiyah dan Keguruan UIN Alauddin Makassar. 
Co-Authors Madina, Sitti Marniati Syam, Marniati Mursakin, Mursakin Syam, Marniati SYAMSUL QAMAR, SYAMSUL Wahyuddin Wahyuddin