scholarly journals Service Encounter di Yayasan Nurul Hayat Surabaya

2021 ◽  
Vol 1 (1) ◽  
pp. 1-18
Author(s):  
Firyal Afifah Huda ◽  
Ahmad Khairul Hakim
Keyword(s):  
Customer Service ◽  
Service Encounter ◽  
Service Encounters ◽  
Product Knowledge ◽  
Descriptive Research ◽  
Inhibiting Factors ◽  
Consumer Data ◽  
Three Stages ◽  
Post Purchase ◽  
Research Type

This study aims to describe the implementation of service encounters at the Nurul Hayat Foundation and the supporting and inhibiting factors in its application. To describe these two problems, the researcher used a qualitative approach with descriptive research type. The data collection techniques used were interviews, observation, and documentation. The results of this study indicate that the application of service encounters takes place in three stages, namely: pre-purchase, service encounter and post-purchase. In its implementation, service encounter support factors include: the use of SOPs as a basis for employees, a special team in monitoring employees on their SOPs, providing call centers, trying to solve any problems quickly, providing training for employees, providing product knowledge books to memorize, requiring customer service always friendly, strives to always be trustworthy in managing the money that has been given by consumers, guarantees consumer data, employees are able to adapt to every consumer who comes, requires cs employees to memorize the names of consumers who are interacting with employees, and have concrete evidence of the building and reviews from consumers. Meanwhile, the inhibiting factors for service encounters include: employees have odd jobs which can affect the service and one main building is inadequate in serving consumers

PENANGANAN PEMBIAYAAN MURABAHAH BERMASALAH DI BPRS AL FALAH BANYUASIN PADA MASA PANDEMI COVID-19

2021 ◽  
Vol 1 (2) ◽  
pp. 171-176
Author(s):  
Iska Sanjaya ◽  
Meriyati Meriyati ◽  
Choirunnisak Choirunnisak
Keyword(s):  
Qualitative Research ◽  
Data Analysis ◽  
Human Resources ◽  
Economic Conditions ◽  
Ability To Pay ◽  
Existing Problems ◽  
Descriptive Research ◽  
Inhibiting Factors ◽  
Analysis Technique ◽  
Research Type

This study aims to determine (1) the inhibiting factors that affect the financing of problematic murabahah found at BPRS Al Falah Banyuasin during the covid-19 pandemic. (2) Handling problematic murabahah financing carried out at BPRS Al Falah Banyuasin during the covid-19 pandemic. This study uses a qualitative research type. This research is descriptive research. The population in this study were several employees and customers of BPRS Al Falah Banyuasin. The data analysis technique in this study uses a way of analyzing and assessing all relevant data and facts obtained from the selected object and quoting from generally accepted theories and provisions then from the results of the analysis the author tries to draw conclusions that represent the existing problems. The results of this study the authors conclude that: (1) The obstacles in murabahah financing at BPRS Al Falah Banyuasin are the ability to pay from customers, global economic conditions, human resources, customer character, completeness of documents or administration, and customer delays in paying installments. (2) Handling murabahah financing at BPRS Al Falah Banyuasin, namely billing on the principle of kinship, giving warnings or reprimands, rescheduling (Rescheduling), reconditioning, restructuring.

scholarly journals PEMANFAATAN MUSEUM SEBAGAI SUMBER BELAJAR DALAM PEMBELAJARAN SEJARAH

2018 ◽  
Vol 9 (2) ◽  
pp. 215-235
Author(s):  
Maulana Yusuf A, ◽  
Nurzengky Ibrahim ◽  
Kurniawati
Keyword(s):  
Data Collection ◽  
Analysis Data ◽  
Learning Resources ◽  
Interactive Analysis ◽  
Descriptive Research ◽  
History Learning ◽  
Data Validity ◽  
Three Stages ◽  
Events Data ◽  
Research Type

This aims of the research is for describes The Utilization of Museum as learning resources for history learning in DKI Jakarta. This research uses qualitative method with descriptive research type. The components of this research is: 1). What a collection of Museum Perumusan Naskah Proklamasi and Museum Kebangkitan Nasional that can be used as learning resources, 2). How teachers use museum collection as history learning resources, 3). What a problems in history learning by using history resources of Museum Perumusan Naskah Proklamasi and Museum Kebangkitan Nasional as learning resources. The research was conducted in SMAN 27 Jakarta, SMAN 4 Jakarta, SMAN 76 Jakarta, and SMAN 89 Jakarta. The data sources consist of informants ( Head of The Museum, Historical Resource Management, Headmaster, Historical Teachers, Students [Class XI IPS and MIPA]), documents (syllabus, RPP, and other documents that can support this research), as well as places and events. Data collection techniques used interview techniques, observation, and document analysis. Data validity using triangulation. Data analysis uses interactive analysis with three stages of analysis, namely data reduction, data presentation, and conclusion drawing that interact with data collection cycle.   Abstrak Tujuan penelitian ini adalah untuk mendeskripsikan pemanfaatan museum sebagai sumber belajar dalam pembelajaran sejarah di DKI Jakarta. Penelitian ini menggunakan metode kualitatif dengan jenis penelitian deskriptif. Komponen-komponen yang menjadi fokus penelitian ini, yaitu: 1) Koleksi apa saja yang ada di museum Perumusan Naskah Proklamasi dan museum Kebangkitan Nasional yang dapat dimanfaatkan sebagai sumber belajar, 2) Bagaimana guru memanfaatkan koleksi museum sebagai sumber belajar sejarah, dan 3) Apa saja kendala pembelajaran sejarah dengan memanfaatkan sumber sejarah museum Perumusan Naskah Proklamasi dan museum Kebangkitan Nasional sebagai Sumber Belajar. Penelitian ini dilakukan di SMAN 27 Jakarta, SMAN 4 Jakarta, SMAN 76 Jakarta dan SMAN 89 Jakarta. Sumber data terdiri atas informan (Kepala Museum, Pengelola Museum, Kepala Sekolah, Guru Sejarah, Siswa [kelas XI IPS dan MIPA]), dokumen (silabus, RPP, dan dokumen lain yang dapat mendukung penelitian ini), serta tempat dan peristiwa. Teknik pengumpulan data menggunakan teknik observasi, wawancara, dan analisis data dokumen. Validitas data menggunakan trianggulasi. Analisis data menggunakan analisis interaktif dengan tiga tahapan analisis, yaitu reduksi data, penyajian data, dan penarikan simpulan yang berinteraksi dengan pengumpulan data secara siklus. Kata Kunci: Museum, Sumber Belajar, dan Pembelajaran Sejarah

scholarly journals Pelaksanaan Penilaian Ranah Afektif Menggunakan Google Form di Era New Normal

2021 ◽  
Vol 7 (2) ◽  
Author(s):  
Tsania Utsma Tausih ◽  
Marno Marno
Keyword(s):  
Assessment Process ◽  
Research Approach ◽  
New Normal ◽  
Descriptive Research ◽  
Inhibiting Factors ◽  
Network Problems ◽  
Affective Assessment ◽  
The Government ◽  
Research Type

This article aims to determine the planning, implementation, as well supporting and inhibiting factors in the affective assessment process using Google Form in the New Normal era in PAI SMKN 2 Magetan using a qualitative research approach with descriptive research type. 1) affective assessment planning consists of conducting  KI / KD, determining the objective of the assessment, making a grid, selecting the type of instrument, and making scoring guidelines; 2) the implementation of affective assessments consisting of designing the instrument design, socializing the filling of the Google Form, asking students to complete the affective assessment, data processing and reporting the results; 3) the supporting factors for the implementation of affective assessment with Google Form consist of all parties who have tried their best, the government provides concessions to schools, students and teachers communicate actively, assessments are objective, comprehensive, economical, safety , and students' health is guaranteed. The inhibiting factors for affective assessment using Google Form consist of decreased student learning motivation, students experience internet network problems, teachers cannot monitor students directly.

scholarly journals Furniture Skills Training for Prisoner in Class IIA Prison

2021 ◽  
Vol 9 (1) ◽  
pp. 62-66
Author(s):  
Sofyan Syahputra
Keyword(s):  
Qualitative Research ◽  
Skills Training ◽  
Research Approach ◽  
Training Activity ◽  
Descriptive Research ◽  
Inhibiting Factors ◽  
Training Activities ◽  
The Subject ◽  
Prison Environment ◽  
Research Type

This research is motivated by how the Furniture Skills Training Activities organized by the Karawang Class IIA prison take place. This furniture skills training activity is a part of the coaching program at the institute. With the aim that the fostered citizens are more skilled and more formed daily character both in the prison environment and when later after being free of sentence. This research approach used is qualitative research with descriptive research type. With the subject of research 1 prison officer, 1 instructor and 2 prisoners who participated in furniture skills training activities. The instrument used is Observation, Interview and documentation so that the expected data can be obtained optimally. The results obtained in this study are: 1) knowing the process of furniture skills training held by class IIA prison in Karawang . 2) find out the inhibiting factors for furniture skills training for prisoners in class IIA prison in Karawang. 3) find out the results achieved for prisoners in class IIA prison in KarawangKeywords: fostering skills in prisons, furniture training in prisons

Attraction during the service encounter: examining the other side of the coin

2016 ◽  
Vol 30 (5) ◽  
pp. 504-518 ◽  
Author(s):  
Volker G. Kuppelwieser ◽  
Mourad Touzani
Keyword(s):  
Customer Service ◽  
Physical Attractiveness ◽  
Design Methodology ◽  
The Other ◽  
Service Encounter ◽  
Service Encounters ◽  
Social Attraction ◽  
Content Type ◽  
Customer Perceptions

Purpose The existing literature dealing with attractiveness during a service encounter focuses on employee attractiveness and its consequences. This paper aims to consider the other side of the coin by focusing on customers’ attractiveness. Design/methodology/approach On the basis of two studies, this paper presents and tests a model explaining the specific role that employee social attraction plays in customer service perception and satisfaction judgment. Findings It suggests that the appraisal of customers’ physical attractiveness and homophily may lead to situations in which employees are socially attracted to customers, thus influencing customer service perception. Originality/value Consequently, this research provides insights into the role of attraction determinants in a service context. In addition, it demonstrates how employees’ social attraction is triggered in a service context. The findings contribute to satisfaction research by extending prior research perceptions on dyadic service encounters and examining both employee attitude and customer perceptions in service interactions.

scholarly journals E-Goverment Based Education Policy Innovation Through E-Panrita Applications (online Attendance Study For Teacher at SMAN 3 Luwu)

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Miftahul Rahman
Keyword(s):  
Education Policy ◽  
Policy Innovation ◽  
Teacher Commitment ◽  
Teacher Absenteeism ◽  
The Public ◽  
Online System ◽  
Descriptive Research ◽  
Inhibiting Factors ◽  
Depth Interviews ◽  
Research Type

Innovation and policy in the public sector are two terms that complement each other. Every policy, in principle, must in principle contain new innovations. This study aims to determine the innovation of E-Governmment-based educational policies through the application of E-Panrita on online attendance for teachers at SMAN 3 Luwu. This type of research is a qualitative research with descriptive research type with data collection techniques direct observation to the study site, in-depth interviews and documentation. The results showed that the innovation of the E-Panrita application is seen in the product, where in the E-Panrita application product there is a change in teacher absenteeism which previously teachers absent with a manual system is now now with an online system to facilitate the Disdik in monitoring teachers every day and the pre-existing facilities have met but still need improvement. Now the teachers can do the absence simply by using their mobile phones or gadgets. Furthermore, the method, in the form of a strategy in the innovation of E-Panrita policies such as socialization in each region. The supporting and inhibiting factors of E-Panrita application education policy innovation in online absenteeism for teachers at SMAN 3 Luwu are supporting factors including resources, regulations, teacher commitment and technology. Inhibiting factors include the network and individual understanding of the teacher.Keywords: Educational Policy, E-Government, E-Panrita

scholarly journals IMPLIKASI HUMOR DAN PERAN LAYANAN KARYAWAN GARIS DEPAN TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Widya Mulyati ◽  
Robert Kristaung
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Industry ◽  
Banking Industry ◽  
Sem Analysis ◽  
Service Encounter ◽  
Service Encounters ◽  
Front Line ◽  
Service Employees ◽  
Frontline Service Employees

<p><em>This study aims to examine the implications of humor and the role of front-line employee services to customer satisfaction. The effect of front-line service employees calculates the factor of service encounters. The service encounter factor becomes one of the decisive factors in the service industry, especially the banking industry, especially in the era of digitization as the interaction between employees and customers is still needed. The research design used is hypothesis testing between humour, front-line service employees, to customer satisfaction by service encounter. The sample of this research is supported by 150 workers consisting of teller, customer service, and head teller/customer service department who participate as the respondent in this research. This research uses SEM analysis. The result of this research supports the hypothesis that humor positively effects frontline service employees and front -line service employees affect the service encounter. This research fails to prove that service encounter has a significantly direct effect on customer satisfaction. Therefore, the implication of service encounter is still a crucial point for the banking industry in achieving customer satisfaction.</em></p>

scholarly journals IMPLEMENTASI PERATURAN DAERAH KABUPATEN KUTAI KARTANEGARA NOMOR 19 TAHUN 2016 TENTANG RENCANA INDUK PEMBANGUNAN KEPARIWISATAAN DI KABUPATEN KUTAI KARTANEGARA

2020 ◽  
Vol 8 (1) ◽  
pp. 47
Author(s):  
Rahman Rahman
Keyword(s):  
Human Resources ◽  
Qualitative Methods ◽  
Tourism Development ◽  
Model Analysis ◽  
Communication Process ◽  
Descriptive Research ◽  
Inhibiting Factors ◽  
Development Policies ◽  
Implementation Policy ◽  
Research Type

This research aims to describe the implementation of tourism development policies in the Tenggarong District, Kutai Kartanegara Regency, and to identify the supporting and inhibiting factors for tourism development efforts in Tenggarong District, Kutai Kartanegara Regency. This research uses descriptive research type with qualitative methods. Later, the data obtained through interview techniques, observation, and documentation will be analyzed with interactive model analysis so that a conclusion can finally be obtained. The results showed that the implementation of tourism development policies in the Tenggarong Subdistrict, Kutai Kartanegara Regency, was running well but not yet effective, especially in the communication process, human resources, budget, birocracy structur and disposition.Keyword: implementation, policy, tourism development

Implementasi nilai-nilai Etika, Moral dan Akhlak dalam perilaku belajar di STIT Raden Wijaya Mojokerto

2018 ◽  
Vol 1 (2) ◽  
pp. 71
Author(s):  
Aan Eko Khusni Ubaidillah
Keyword(s):  
Field Research ◽  
Qualitative Approach ◽  
Learning Behavior ◽  
The West ◽  
Internal Factors ◽  
Inhibiting Factors ◽  
Analysis Technique ◽  
Western Values ◽  
Culture Environment ◽  
Research Type

The problems we face today live in a time of moral degradation and destruction. People feel proud if they can imitate the trend carried by the West; both in thought and lifestyle. Ironically, not a few generations of Muslims who terpedaya with the trend. They make Western values ​​as their standard of behavior and morals. Meanwhile, Islamic morality is increasingly felt strange and difficult to practice in the midst of society facing such problems plural and complex. The purpose of this study are: 1) To describe the steps Implementation of values ​​of Ethics, Moral and Morals in learning behavior in STIT Raden Wijaya Mojokerto. 2) To describe the supporting and inhibiting factors Implementation of Ethics, Morals and Morals values ​​in the behavior of learning in STIT Raden Wijaya Mojokerto This research type is field research research using qualitative approach. Data collection techniques include observation, interview, and documentation. Data analysis technique uses descriptive explorative, that is by describing state and phenomenon status. Based on the exposure of the analysis of data sources can be concluded that: 1) Steps Implementation of values ​​of Ethics, Morals and Morals in the behavior of learning in STIT Raden Wijaya Mojokerto is the first institution to make a mature planning, then applied with the pattern pembiasaan. 2) To describe the supporting and inhibiting factors Implementation of Ethics, Morals and Morals values ​​in learning behavior in STIT Raden Wijaya Mojokerto consists of internal factors (consisting of heredity, gender, physical character, personality, intelligence and talent) and external ( consisting of education, religion, culture, environment and socio-economic)

BANKACILIKTA MÜŞTERİ İLİŞKİLERİ YÖNETİMİNİN MÜŞTERİ SADAKATİNE ETKİSİ

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Fikret GÜMÜŞBUĞA
Keyword(s):  
Customer Loyalty ◽  
Random Sampling ◽  
Management System ◽  
Care Management ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
Face To Face ◽  
Descriptive Research ◽  
Customer Care ◽  
Research Type

This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

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