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JCRIM (Journal of Current Research In Multidisciplinary)
Published by Yayasan Gema Bina Nusantara
ISSN : 30256860     EISSN : 30218039     DOI : -
Core Subject : Social,
Social Sciences
JCRIM (Journal of Current Research In Multidisciplinary): ISSN: 3025-6860 (cetak), ISSN: 3021-8039 adalah jurnal yang ditujukan untuk publikasi artikel ilmiah dan di payungi Oleh Yayasan Gema Bina Nusantara dan di terbitkan 4 kali dalam setahun yaitu Maret, Juni, September, Desember. Journal of Current Research In Multidisciplinary sebagai sebuah jurnal ilmiah diharapkan dapat menunjukkan kepada masyarakat luas akan kekayaan khazanah keilmuan melingkupi berbagai dimensi kehidupan. Ruang lingkup dan fokus terkait dengan penelitian dengan pendekatan Multidisipliner, yang meliputi: Ilmu Ekonomi dan Bisnis, Humaniora, Ilmu Sosial, Ilmu Komunikasi, Teknik, Politik, Pendidikan, Hukum, Seni & Desain, Sistem Informasi dan Teknologi Informasi.
Arjuna Subject : Ilmu Sosial - Ilmu Sosial (Lain-Lain)
Articles 5 Documents
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Search results for , issue "Vol. 2 No. 1 (2024): JCRIM (Journal of Current Research In Multidisciplinary)" : 5 Documents clear
Service Quality Analysis to Increase Customer Satisfaction on the M-BCA Application Rolin, Kendrick Nathanael
Journal of Current Research In Multidisciplinary Vol. 2 No. 1 (2024): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

This research aims to analyze whether service quality can increase customer satisfaction. Before starting gap analysis, the first step is to look for a solid and relevant research model foundation. From the intention-to-use model modified by DeLeon (2019), three variables were taken and adjusted for indicators of gap analysis: perceived usefulness, perceived ease of use, and trust propensity. 10 indicators of service and feature quality were determined as a result of the survey attached below. After compiling the indicators, the questionnaire was prepared based on a list of indicators using Google Forms with a 5-point Likert scale for both aspects of importance and performance. A total of 30 respondents with valid responses filled out the form, and the results of the responses were downloaded in xlsx form for analysis. The first process concerns the average results of the assessment of the importance and performance of 10 indicators. The difference (gap) is then calculated and made into a scatterplot-matrix graph. Based on research results, it shows that the banking industry is relatively unaffected by regulations and customer views that require certainty. However, according to research, incremental innovation is still needed for mobile banking applications, not in terms of drastic changes in a short time but slowly introducing small features that customers are educated about. In the long term, these honed features will become a selling point for potential customers because they have the advantage of rich capital and human resources to execute quickly.
Service Quality Analysis to Increase Customer Satisfaction in National Flight Company Jessica; Kenneth Kaleb; Muhammad Fadhil Raksiwi; Raymond Tjiwidjaja
Journal of Current Research In Multidisciplinary Vol. 2 No. 1 (2024): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

This research aims to analyze service quality to increase customer satisfaction. In this research, the population used is respondents who have chosen and used an airline. The data collection method used is a quantitative method using Google Form as a survey medium. The sampling technique used is non-probability sampling with a purposive sampling type. A total of 100 respondents were collected for this survey. According to the importance performance analysis that has been carried out, it can be seen that in quadrant 1, there are two points that are the main problems with the service, namely departure comfort and baggage handling. This occurs because there is a large gap between the high level of importance of these variables and their performance, which is quite low. This can be seen from the many complaints that occur regarding departure times. Then, if you look at quadrant 2, there are the variables of friendliness of the crew, ability and level of assistance provided by the crew, care and tidiness of crew members, cleanliness of the aircraft cabin, cleanliness of the aircraft toilet, on-board catering, comfort of the seats. According to consumers, these variables are important, but the company's performance is also good in these variables. Then in quadrant 3, there is a variable regarding the availability of magazines and newspapers on the plane, which according to consumers is not important, but according to the performance, it is also poor in this variable. And finally, in quadrant 4, there are no aspects or service indicators from airlines that have excessive performance compared to their importance.
Service Quality Analysis to Increase Customer Satisfaction at Zara Outlets in Capital City Hansen Albertus Sutanto
Journal of Current Research In Multidisciplinary Vol. 2 No. 1 (2024): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

This research aims to analyze service quality to increase customer satisfaction. This research uses quantitative research methods. The sampling technique used is probability sampling. The number of samples in this research was 100. The research used the Importance Performance Analysis (IPA) measurement model. Based on the research results, it can be concluded that the reliability and responsiveness indicators of employees are considered ideal because their performance values exceed consumer expectations. This shows that employees can be relied on to provide service and are responsive to consumer needs. However, assurance indicators still need to be improved because there are performance values that are still low compared to consumer expectations. Efforts to improve this indicator can be made by increasing employees' knowledge and confidence in the products or services offered. On the other hand, the empathy indicator is considered ideal because its performance value also exceeds consumer expectations. This shows that employees are able to provide service with empathy and understand consumer needs well. Tangible indicators also need to be improved because there are performance values that are still below consumer expectations. Improvements in this indicator can be made by improving the physical quality of the products or facilities offered to consumers. Therefore, efforts are needed to improve the assurance and tangible indicators so that they can meet consumer expectations as a whole. In this way, the overall quality of service can be improved to increase customer satisfaction.
The Impact of Transformational Leadership Style and Organizational Culture on Employee Performance with Organizational Citizenship Behavior as a Moderating Variable in Personnel Agency and Human Resource Development Sebastian, Aldo
Journal of Current Research In Multidisciplinary Vol. 2 No. 1 (2024): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

This research aims to determine the impact of transformational leadership style and organizational culture on employee performance, with organizational citizenship behavior as a moderating variable. The population in this study was 100 employees. The sample in this study used the census method. The data in this study was obtained through a questionnaire. The analysis model in this research uses an analysis model using structural equation modeling (SEM). Based on the research results, it was found that the transformational leadership style was not proven to have a significant influence on organizational citizenship behavior. Organizational culture was not proven to have an influence on organizational citizenship behavior. Transformational leadership styles are proven to have a positive and significant influence on employee performance. These findings demonstrate the important role of leadership style in creating a motivating and productive work environment. Organizational culture does not have a significant influence on employee performance. Even though the path coefficient value is positive, the results of statistical tests show that this relationship is not significant. This highlights the complexity of the role of organizational culture in the context of its influence on performance. Organizational citizenship behavior (OCB) significantly influences employee performance. This underscores the importance of citizenship behavior in achieving organizational goals and improving overall performance.
The Influence of Leadership Style on Employee Performance PT. Pos Indonesia Cahyono, Arif
Journal of Current Research In Multidisciplinary Vol. 2 No. 1 (2024): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

This research aims to find out how leadership style influences employee performance. In this research, the method used is the causality study method. The type of research used is descriptive. The nature of this research is quantitative. The population studied is all employees. The sampling method is probability sampling using simple random sampling techniques. The sample size is 100 employees. data collection using observation, interviews, and questionnaires. The results of processing the collected data will be tested using path analysis. Based on the research results, it was found that transactional and transformational leadership styles have a positive influence on employee performance. The analysis' findings demonstrate that respondents rate the transactional leadership style as good, with the manager issuing warnings to subordinates receiving the highest rating, while issuing sanctions receives a lower rating but is still in the good category. Meanwhile, the transformational leadership style was also rated as good, with definite goals as the highest aspect and the manager's ability to foster self-confidence in subordinates as the lowest aspect but still in the good category. Apart from that, employee performance is also considered good, with the employee's ability to maximize the use of company resources, increase work productivity, and contribute to teamwork being the highest aspects. However, the employee's ability to complete a number of jobs quickly has the lowest score, although it is still in the good category.

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