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All Journal Indonesian Business Review Indonesian Community Journal
Permatasari, Bunga Indah
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Public Health Social Sciences Other

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Analysis of Customer Satisfaction Levels With Pos Indonesia’s Courier Service After Transformation Sunarto, Ziel Mahqwa; Permatasari, Bunga Indah; Widjaja, Andrianto
Indonesian Business Review Vol 8 No 2 (2025): Indonesian Business Review
Publisher : Universitas Prasetiya Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21632/ibr.8.2.103-117

Abstract

This study aims to analyze customer satisfaction levels with PT Pos Indonesia's courier services after the company underwent digital transformation in response to VUCA (Volatility, Uncertainty, Complexity, Ambiguity) business environment pressures and increased competition from private companies such as JNE, J&T, and TIKI. This study employs a quantitative approach using a survey method targeting 67 respondents who have used courier services after 2022. The population is unknown, so the sampling technique uses the Lemeshow formula. Data collection was conducted online from June 2–12, 2025, covering the national territory. Data was analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results indicate that customer satisfaction levels are high, but there are still areas that need improvement. Further research is recommended using a qualitative approach to explore internal factors and customer expectations in greater depth.
Penguatan SDM UMKM Keripik Singkong AKONG - Cibodas Melalui Pembentukan Struktur Organisasi dan Penyusunan Deskripsi Pekerjaan Permatasari, Bunga Indah; Sari, Martdian Ratna
I-Com: Indonesian Community Journal Vol 5 No 4 (2025): I-Com: Indonesian Community Journal (Desember 2025)
Publisher : Fakultas Sains Dan Teknologi, Universitas Raden Rahmat Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/i-com.v5i4.8407

Abstract

Program pengabdian kepada masyarakat ini dilaksanakan untuk menjawab permasalahan manajerial pada Kelompok Usaha Keripik Singkong AKONG yang belum memiliki struktur organisasi dan deskripsi pekerjaan yang jelas, sehingga tugas antaranggota berjalan tumpang tindih dan koordinasi tidak efektif. Permasalahan ini penting ditangani karena kapasitas sumber daya manusia merupakan penentu keberlanjutan usaha rumah tangga. Kegiatan dilakukan melalui survei kebutuhan, pelatihan berbasis experiential learning, pendampingan penyusunan struktur organisasi, serta perumusan deskripsi pekerjaan dan Key Performance Indicator (KPI). Hasil menunjukkan perbaikan pada seluruh aspek manajerial Mintzberg, meliputi pembagian kerja, mekanisme koordinasi, dan kejelasan peran. Setiap jabatan juga mengalami peningkatan kinerja: rapat evaluasi ketua meningkat menjadi 2–3 kali per bulan, bendahara mencatat seluruh 3 transaksi bulanan secara lengkap, produksi menghasilkan 10–35 kg produk layak jual per sesi, pemasaran membuat 2–3 konten per minggu, dan penjualan memperoleh 15 pelanggan baru. Intervensi ini efektif memperkuat tata kelola UMKM dan berpotensi direplikasi pada konteks serupa.
Co-Authors Sari, Martdian Ratna Sunarto, Ziel Mahqwa Widjaja, Andrianto