scholarly journals The effectiveness of the new PLN mobile application in improving service quality, customer satisfaction, and electrifying lifestyle during the new normal period in Tanjung pandan city

2021 ◽  
Vol 913 (1) ◽  
pp. 012050
Author(s):  
M H Kusuma ◽  
S E Rahim

Abstract PT. PLN (Persero) as one of the State-Owned Enterprises (BUMN) received a mandate from the Indonesian government to provide electricity services. PLN ensures that the availability of electricity supply throughout Indonesia is currently sufficient through a power plant development program of 35 Gigawatt. On the other hand, the condition of the Covid-19 Pandemic during the New Normal period in Indonesia significantly impacted people’s behavior in Indonesia in all respects, especially in accessing public services. To provide solutions related to the high community needs in obtaining services in the electricity sector in the current new normal period, PT. PLN (Persero) has made innovations by providing alternative online service media such as the mobile-based PLN New Mobile Application and has been integrated with other PLN applications such as the Centralized Customer Service Application and the Integrated Complaints and Complaints Application as well as digital payment services. This study measures the effectiveness of the New PLN Mobile Application in improving service and satisfaction for customers in the New Normal era in Tanjung pandan City. Thus, we use four variables often used in electronically assessing service quality, namely Efficiency, Fulfilment, Service Availability, and Privacy. The method used in this study is a quantitative method with a questionnaire approach. The sampling method used is purposive sampling with the criteria of respondents who have used the New PLN Mobile application. The number of samples used was 396 respondents. Based on the analysis of the results of the questionnaire test, observation, and other supporting data, it can conclude that New PLN Mobile Application has been significantly effective because it has fulfilled all the variables mentioned above.

Author(s):  
Inggrid Benedicta Sutanto ◽  
I Made Sukresna

The objectives of this study are: (1). Assessing customer service quality in the aspects of tangibles, reliability, responsiveness, assurance, and empathy; (2). Assessing ways to increase customer satisfaction in order to achieve or exceed service targets. The type of data used is primary data which comes from 2 (two) groups of informants, namely customers and employees, with a purposive sampling method. The analysis tool uses a pure qualitative descriptive approach. The results of the study prove that: Customer satisfaction with the services provided by Bank Mandiri Semarang Pahlawan area regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is at the level of confirmation or satisfaction. Furthermore, how to increase customer satisfaction in order to achieve or exceed service targets by providing more attractive facilities, the number of front liner officers and queuing seats added, strategies to stay on time and fulfill obligations as marketing, increase cooperation with all departments.


Author(s):  
Novan Zulkarnain

Performance brings important influence to the company’s competition level to survive in free trade. Many companies started to reorganize the company's strategy to review the company's strategic objectives. Along with the development of science and technology, performance factors cannot be separated from improving service quality and information systems. The studied company is engaged in educational services and located in Tangerang. The research data was obtained through a questionnaire with 81 questions. 30 respondents were obtained by simple random sampling method. The Data from the questionnaire is used to determine the influence of the perception of customer service quality (X1) and information systems(X2) towards the performance of the organization(Y). The dimensional measurement uses SERVQUAL theory, which is tangible, reliability, responsiveness, assurance and empathy. The result shows that the equality of services and information systems in an organization influence its performance.


Media Bisnis ◽  
2020 ◽  
Vol 11 (2) ◽  
pp. 163-170
Author(s):  
MEGI TAMIA ◽  
WIBISONO SOEDIONO

The purpose of this research to aware of the influence of service quality, customer satisfaction, and corporate image, toward customer loyalty on klinik kecantikan erha skin care at Jakarta. This study using regression analysis to analyse data. The research has 100 sample on klinik kecantikan erha skin care. Research used purposive sampling method to determine this study. This study found that service quality, customer satisfaction and corporate image good effect on customer loyalty on klinik kecantikan erha skin care in Jakarta.


2021 ◽  
Vol 5 (3) ◽  
pp. 342
Author(s):  
Andreas Adi Trinoto ◽  
Ahmad Zamakhsari

<p><em>Kereta Api Indonesia (KAI) as one of the state-owned companies that provide services to the public feels good a few years back and is the aim of researchers to conduct a survey of customer satisfaction with one of the Microsoft product Genesys customer service applications that have been connected with social media as a supporting application in serving train service users. The method used by researchers is the CSI (Customer Satisfaction Index) and Service Quality, the Jakarta Central Railway office agent who filled in the questionnaires as much as 51 of 80 with 78.76% results in CSI and 0.24 on servqual. This customer service application has a positive effect on customer satisfaction, as well as an evaluation for application providers.</em><em></em></p>


2019 ◽  
Vol 5 (2) ◽  
Author(s):  
I Wayan Karang Utama

<p>Abstrak<br />Setelah mengaplikasikan sistem layanan jasa service CV. Natama Enterprise untuk lebih meningkatkan pelayanan terhadap pelanggan membuat aplikasi pelaporan layanan jasa service yang merupakan layanan pengaduan atas pelayanan service yang telah diberikan. CV. Natama Enterprise merupakan perusahaan yang bergerak dibidang penjualan dan jasa perawatan komputer, melayani instansi pemerintah dan swasta. Setelah menggunakan sistem aplikasi layanan jasa service ada kendala bagi manajemen untuk memberikan pelayanan pengaduan terhadap layanan jasa service yang telah dilakukan disamping sebagai fungsi kontrol terhadap mutu layanan juga untuk mempermudah pelanggan menyampaikan keluhan terhadap manajemen atas kualitas layanan yang telah diterima. Setelah mengetahui permasalahan yang terjadi maka dibuat suatu rancangan aplikasi pengaduan Jasa service. Dalam penelitian ini akan dibangun sebuah aplikasi layanan pengaduan jasa Service dengan metode Zachman Framework Berbasis Web sehingga dapat diperoleh informasi secara mendetail bagaimana sistem informasi itu dirancang, segala kebutuhan baik data, sumber daya manusia dan infrastruktur yang mendukung berjalannya sistem layanan jasa service.<br />Kata kunci :Pengaduan, Zachman Framework, Perancangan<br />Abstract<br />After applying service system service. CV. Natama Enterprise to further improve customer service to make service applications reporting service which is a complaint service of the service provided. CV. Natama Enterprise is a company engaged in sales and computer maintenance services, serving government and private agencies. After using service application service system there are obstacles for management to provide complaint service to service service that have been done beside as function of control to service quality also to facilitate customer complained to management of service quality which have been accepted. After knowing the problems that occur, an appraisal application design service is created. In this research will be built a service application service application with Web Based Zachman Framework method so that information can be obtained in detail how the information system is designed, all the good data, human resources and infrastructure that support the operation of service system.<br />Keywords: Complaints, Zachman Framework, Planning</p>


2021 ◽  
Vol 14 (2) ◽  
pp. 179
Author(s):  
Ivo Novitaningtyas ◽  
Dian Marlina Verawati ◽  
Andhatu Achsa

<p>Tourism business is affected by Pandemic Covid-19. Tourist loyalty was proven as an important key for the recovery of tourism business, including homestays in tourism villages. Therefore, this study aims to examine the model of tourist loyalty in homestays tourism village Balkondes Borobudur area in the new normal period. The quantitative study was conducted by developing a questionnaire to get primary data from 100 respondents who have stayed in a homestay tourism village Balkondes Borobudur area in the new normal period more than once as samples. Data were analyzed by Structural Equation Model (SEM) with AMOS, and Sobel Test to examine the mediation effect. The results show that service quality and image has a positive and significant effect on tourist satisfaction, tourist trust, and tourist loyalty. Moreover, tourist satisfaction and tourist trust proved that these variables mediate the relationship between service quality and tourist loyalty, and between image and tourist loyalty. The results have implications for the homestay tourism village manager to improve the quality of services based on health protocols and CHSE, communicate a positive image to guests through a marketing communication mix, to increase guest satisfaction and trust. Thus, it is hoped that the guests who have stayed will become loyal guests so that the business can survive and be sustainable. This study extends the literature related to the implementation of the tourist loyalty model in the hospitality and tourism industry, especially homestays in tourism villages.</p>


Author(s):  
Shuka Oyagi ◽  
Gede Sri Darma

New Normal era triggers a shift in consumer habit and behavior, such as increased awareness regarding the importance of health and sanitation, as well as elevated adoption of digital technology in daily activities. This study explored digital transformation aspects that impact consumer purchase intention in New Normal era, specifically in healthcare setting. An online-based quistionnaire were distributed using Google Form. A total of 225 response were retrieved and analysed using SEM technique (SmartPLS 3.2.1.). This study found that: 1) social media content quality, online customer service quality, and telehealth quality had a positive and significant impact to purchase intention; 2) telehealth quality had the most prominent impact on purchase intention, especially the support aspect; 3) website quality did not have any significant effect on consumer purchase intention. In conclusion, companies are recommended to focus on improving telehealth quality in their healthcare management system, especially by investing in reliable technical support staff to ensure assuring and pleasant experience for patients during telehealth sessions. Also, to focus more on social media content quality and online customer service quality than website refinement considering the current elevating trend on social media rahter than website.


2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered


2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Fachry Prasetyo ◽  
Priyanto Susiloadi

Good service quality in public services will give an impetus to the user community to give a good assessment. Good service by the State Civil Servants (ASN) in the Transportation Obligatory Licensing Unit (UPAKWU) in the Karanganyar District Transportation Department was apparently still receiving complaints from the service user community. This shows that there are still some shortcomings in the implementation of the service system in the office. The sampling technique uses accidental sampling method. The data used are primary data obtained directly from respondents by providing a list of questions or questionnaires. Data analysis techniques using Importance-Performance Analysis (IPA) are used to measure the level of satisfaction of someone over the performance of other parties, and Cartesian Diagrams to determine service indicators that satisfy or do not satisfy consumers. The results showed that: Service quality in UPAKWU Karanganyar Regency according to customer perceptions has not been satisfactory, despite having good service performance / above average. This is based on the results of the Importance Performance Analysis analysis which gets a result of 94.36% (Total Tki


2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality


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