scholarly journals Servqual dalam Pelayanan Kelas pada Laboratorium Manajemen

2014 ◽  
Vol 5 (1) ◽  
pp. 404
Author(s):  
Haryadi Sarjono ◽  
Natalia Natalia
Keyword(s):  
Gap Analysis ◽  
Business Management ◽  
Management Science ◽  
Quality Service ◽  
Service Class ◽  
Laboratory School ◽  
Science Courses ◽  
Business Analysis ◽  
Science To Management ◽  
Satisfactory Quality

This study aims to determine how the quality service class of Laboratory School of Business Management (SoBM), Bina Nusantara University to students majoring in management science to management courses (Quantitative Business Analysis). SoBM has 3 campuses spreading across West Jakarta and Tangerang, which are as much as 2 campuses in West Jakarta and 1 campus in Alam Sutra area (Tangerang). The research was only conducted on campus Alam Sutra (Tangerang) which is relatively new, consisted only 1 class (42 students) that the specialization is entrepreneurship management science courses. This study applied Servqual method which is a measure of customer satisfaction through gap analysis, developed by Parasuraman, Zeithaml, and Berry. Respondents in this study consisted of 42 students who all as population. The results showed that all Servqual dimensions have an unsatisfactory quality. This can be seen from all the negative gaps in dimension tangibles, reliability, responsiveness, assurance and empathy. From all the negative values, reliability dimension(-6.58) has a gap with the highest negative value or the least satisfactory quality.

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

Studying Management Science: Difficulties and Ease of Students in the Philippines (The Case of St. Scholastica’s College Manila)

2012 ◽  
Vol 3 (1) ◽  
Author(s):  
Ralph A. Sabio
Keyword(s):  
General Education ◽  
Operations Management ◽  
Business Education ◽  
Financial Management ◽  
Business Administration ◽  
Management Science ◽  
The Philippines ◽  
Business Economics ◽  
Business Analysis ◽  
General Business

Abstract - Management Science is concerned with developing and applying mathematical models and concepts that help to illuminate management issues and solve managerial problems. In most cases, it involves quantitative business analysis that is normally applied in operations management. Management Science or Quantitative Techniques in Business is one of the general education subjects under the Bachelor of Science in Business Administration (BSBA) course in the Philippine BSBA curriculum as prescribed by the Commission on Higher Education (CHED) under CHED Memorandum Order (CMO) 39 series of 2006. This paper will look into the difficulties and ease in taking Management Science as a general business education subject in BSBA course under the following six (6) majors: Business Information System Management, Business Management, International Business Economics and Diplomacy, Financial Management, Entrepreneurship and Franchise Management, and Marketing Management. The sample will be taken from the students taking Business Administration course at St. Scholastica’s College – Manila, enrolled during the first and second semester of SY2010-2012. Findings of this research may be useful in coming up with appropriate teaching/ learning methodologies and materials that aptly responds to student’s need. Further, the difficulties encountered by the student in studying Management Science subject will be properly addressed by providing a more learner-centered approach in teaching mathematical/quantitative business analysis, models and equations. Keywords - management science, quantitative business analysis, general business education, management, business administration

scholarly journals A ADMINISTRAÇÃO E O SURGIMENTO DA GESTÃO DE PESSOAS

2018 ◽  
Vol 7 (2) ◽  
pp. 182-191
Author(s):  
Adelcio Machado Dos Santos ◽  
Suzana Alves de Morais Franco
Keyword(s):  
General Theory ◽  
Human Resources ◽  
Business Management ◽  
Management Science ◽  
History Of ◽  
Recursos Humanos

A evolução da ciência da administração possibilitou o surgimento da abordagem direcionada para os recursos humanos na organização, uma vez que, inicialmente, a administração pouco se preocupava com as necessidades manifestas pelas pessoas. Tal característica pode ser observada por meio da descrição histórica da evolução da administração. Nesse sentido, Gil (1994) sustenta que o surgimento da então denominada Administração de Recursos Humanos decorre do crescimento das organizações e do aumento da complexidade das tarefas de gestão de pessoal, sendo que seu desenvolvimento está diretamente relacionado à própria história do desenvolvimento da Teoria Geral da Administração (TGA).Palavras-Chave: Administração. Gestão de Pessoas. Evolução. Business and the Emerging of the Management of PeopleAbstract: The evolution of the management science has allowed the appearing of the approach focused on the human resources in the organization, once, at first, management little did concern about the people’s needs. Such characteristic may be observed by means of the historical description of the business evolution. Accordingly, Gil (1994) states that the emerging of such management of human resources derives from the growing of organizations and the increase of the complexity of chores in the management of people’s field, therefore its development is directly related the history of the development of the General Theory of Management (GTM).Keywords: Business. Management of people. Evolution.

ANALISIS KINERJA DAN STRATEGI PENGEMBANGAN UMKM ALAS KAKI DI DESA PAGELARAN

2019 ◽  
Vol 4 (3) ◽  
pp. 435
Author(s):  
Ulul Hidayah ◽  
Sri Mulatsih ◽  
Yeti Lis Purnamadewi
Keyword(s):  
Performance Analysis ◽  
Gap Analysis ◽  
Business Management ◽  
Business Development ◽  
Community Empowerment ◽  
Local Potential ◽  
Raw Material ◽  
The Government ◽  
Village Government ◽  
The Village

<p><em>Village economic development should be focused on local potential. Each village has different potentials, one of which is Pagelaran Village which has local potential in footwear business development. In developing the footwear sector as the center of village economic growth, it is necessary to identify the problems and business needs. The Impotence Performance Analysis (IPA) method is carried out to measure the gap between the level of conditions and the level of importance of the variables in the development of a footwear business. From the results of the study concluded that the problems in the development of footwear businesses are limited capital, high raw material prices, decreasing number of workers, low selling prices, poor business management, lack of roles of craftsmen and government groups in business development. Results of the gap analysis indicate that the variable that has the largest gap is the variable role of the government in business development with a performance value of 33%. The village government through village community empowerment policies and programs that are very much needed by footwear entrepreneurs. To increase the footwear business, the village government needs to establish BUMDes with the main program, providing capital loans, procuring raw materials, joint marketing, and training in business management skills.</em></p><p> </p><p>Pembangunan ekonomi desa dapat dicapai dengan memperhatikan potensi lokal. Setiap desa memiliki potensi yang berbeda-beda, salah satunya Desa Pagelaran yang memiliki potensi lokal di bidang pengembangan usaha alas kaki. Dalam mengembangkan sektor alas kaki sebagai pusat pertumbuhan ekonomi desa maka perlu dikakukan identifikasi permasalah dan kebutuhan usaha. Sehingga dapat dirumuskan strategi pengembangan usaha alas kaki sebagai potensi lokal Desa Pagelaran. Metode Impotrance Performance Analysis (IPA) dilakukan untuk mengukur gap antara tingkat kondisi dan tingkkat kepentingan variabel-variabel pengembangan usaha alas kaki. Dari hasil penelitian disimpulkan bahwa masalah-masalah yang dihadapi dalam pengembangan usaha alas kaki adalah ketersediaan modal usaha, harga bahan baku yang tinggi, jumlah tenaga kerja semakin berkurang, buruknya manajemen usaha, tidakadanya peran kelompok pengrajin dan pemerintah dalam pengembangan usaha. Sedangkan hasil dari analisis gap menunjukkan bahwa variabel yang memiliki gap terbesar adalah variabel peran pemerintah dalam pengembangan usaha dengan nilai 2,96. Hal ini menunjukkan kehadiran pemerintah desa melalui kebijakan dan program pemberdayaan masyarakat desa sangat dibutuh oleh pengusaha alas kaki. Untuk meningkatkan usaha alas kaki pemerintah desa perlu membentuk BUMDes dengan program utama, pemberian pinjaman modal, pengadaan bahan baku, pemasaran bersama, dan pelatihan keterampilan manajemen usaha.</p>

The Importance Of Customer Satisfaction And Customer Complaint Towards A Better Quality Service Using Six Sigma: An Academic Perspective

2012 ◽  
Author(s):  
Mohamad Nasir Saludin ◽  
Pei Kian Tan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Six Sigma ◽  
Gap Analysis ◽  
Data Gathering ◽  
Satisfaction Level ◽  
Quality Service ◽  
Complaint Management ◽  
Customer Complaints ◽  
Average Value

Tujuan utama penyelidikan ini adalah untuk menguji tahap kepuasan pengguna perpustakaan MMU (Melaka) dan mengenal pasti tahap keefektifan pengurusan aduan yang diamalkan selama ini. Sejumlah 253 sampel berjaya dikumpul daripada 300 borang soal selidik yang diedarkan. Penggunaan borang soal selidik yang berteraskan kepada model SERVQUAL di mana lima dimensi penentuan kualiti perkhidmatan digunakan (tangibles, reliability, responsiveness, assurance dan empathy). Melalui jurang perbezaan antara kepuasan dan jangkaan pelanggan, penyelidik berjaya mengenal pasti tahap kepuasan sebenar pengguna MMU. Soalan tertutup dipilih untuk kedua – dua bahagian, iaitu kepuasan pelanggan dan pengurusan aduan pelanggan. Responden diminta menyatakan tahap kepuasan mereka berdasarkan kepada pengalaman mereka bersama perpustakaan MMU. Kajian ini mendapati bahawa dimensi responsiveness dan empathy mencatat nilai kepuasan terendah di antara pengguna pepustakaan. Langkah penyelesaian dan cadangan telah dikemukakan untuk memperbaiki tahap kualiti perkhidmatan di perpustakaan MMU (Melaka). Six sigma merupakan salah satu alat pengukuran yang digunakan oleh organisasi dalam menghasilkan seunit output atau produk yang mencapai kecacatan sifar. Dalam statistik, sigma (σ) melambangkan variasi yang wujud dalam data. Ia menunjukkan jurang perbezaan antara data dalam distribusi statistik bagi nilai min (purata). Selain itu, six sigma juga mewakili nilai best in class di mana kecacatan yang dicatatkan hanya 3.4 kecacatan dalam jutaan pengeluaran. Kata kunci: Kualiti perkhidmatan; kepuasan pelanggan; SERVQUAL; pengurusan aduan; six sigma The purpose of this study is to evaluate the service quality that Multimedia University library (MMU) Malacca provides to its customers, by measuring the customers’ level of satisfaction and judgment on the importance and effectiveness of customer complaints management system implemented by MMU library. A total of 253 samples were gathered from 300 questionnaires distributed among regular users of MMU library. A questionnaire was designed and used as the data gathering instrument based on the SERVQUAL model which consists of five dimensions (tangibles, reliability, responsiveness, assurance and empathy). The modification of SERVQUAL questionnaires examines the gap between perceived value and expectations of customers’ towards the services provided. The concept of “gap analysis” was applied to indicate actual satisfaction level of customers towards the selected dimensions in the SERVQUAL model. Closed ended questions were selected for both areas, satisfaction and complaint management. Based on a five point Likert scale, respondents are required to rate their satisfaction level according to their experienced with MMU Library. The study found that the dimensions of responsiveness and empathy were at the lowest satisfaction level among MMU students. Recommendations and suggestions are presented in this study to improve the service quality of MMU (Malacca) Library by using the six sigma model. Six sigma is a way to measure the probability that companies can manufacture or produce any given unit of a product (or service) with zero defects. In statistics, sigma (σ) denotes the standard deviation of a set of data. It provides a measure of variability which indicates how all values in a statistical distribution vary from the mean (average) value. Six sigma is the rating that signifies “best in class,” with only 3.4 defects per million units or operations. Key words: Quality service; customer satisfaction; SERVQUAL; complaint management; six sigma

scholarly journals MEMBANGUN PEMAHAMAN KEWIRAUSAHAAN DAN PENGETAHUAN EKONOMI UNTUK MENINGKATKAN KINERJA BAGI PELAKU UKM CILODONG BERKARYA DI DEPOK

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Desmintari Desmintari ◽  
Lina Aryani ◽  
Pusporini Pusporini
Keyword(s):  
Community Service ◽  
Economic Crisis ◽  
Small Businesses ◽  
Significant Contribution ◽  
Business Management ◽  
Management Science ◽  
Economic Recovery ◽  
Economic Understanding ◽  
The City ◽  
Micro Enterprises

History has shown that Small and Micro Enterprises (MSMEs) in Indonesia continue to exist and develop with the economic crisis that has plagued the country since 1997, even becoming a rescue valve for the nation's economic recovery because of its ability to make a significant contribution to the GDP of the city of Depok and employment. At present, the ability and knowledge of small businesses towards management science is still very limited, especially in the field of entrepreneurship, so that in business management they often experience obstacles. The high interest of participants in Community Service Activities this time can be demonstrated by the ability of members of UKM Cilodong Karya to understand more deeply the problems of entrepreneurship / interpreneursip and economic understanding in general and aims to provide socialization of knowledge about entrepreneurship and knowledge of the economy in order to gain understanding, the innovation that ultimately will increase business by making profits and making families more prosperous and the GDP of the city of Depok will increase. Abdimas activities took place smoothly and were attended by participants as expected. In addition, participants can understand the material on entrepreneurship and economics, indicated by the question and answer and active participation of most participants. Based on the results of this abdimas implementation, the next abdimas participants in order to be able to improve the ability and spirit of entrepreneurship more compactly for those whose businesses are similar or have similarities to the goal if there are large orders can be done collectivelyABSTRAK:Sejarah telah menunjukkan bahwa Usaha Kecil dan Mikro (UMKM) di Indonesia tetap eksis dan berkembang dengan adanya krisis ekonomi yang telah melanda negeri ini sejak tahun 1997, bahkan menjadi katup penyelamat bagi pemulihan ekonomi bangsa karena kemampuannya memberikan sumbangan yang cukup signifikan pada PDB  kota Depok maupun penyerapan tenaga kerja. Saat ini kemampuan dan pengetahuan para usaha kecil terhadap ilmu manajemen masih sangat terbatas khususnya di bidang kewirausahaan , sehingga dalam pengelolaan bisnis mereka sering kali mengalami hambatan. Tingginya minat peserta dalam Kegiatan Pengabdian Pada Masyarakat kali ini dapat ditunjukkan dengan mampunya anggota UKM Cilodong Berkarya memahami lebih dalam masalah kewirausahaan/interpreneursip  dan pemahaman ekonomi secara umum serta  bertujuan untuk  memberikan sosialisasi mengenai pengetahuan tentang kewirausahaan dan pengetahuan tentang ekonomi guna mendapatkan pemahaman, inovasi yang akhirnya akan meningkatkan usaha dengan mendapatkan keuntungan dan membuat keluarga semakin sejahtera serta GDP kota Depok  menjadi meningkat. Kegiatan abdimas berlangsung dengan lancar dan dihadiri oleh peserta sesuai dengan yang diharapkan. Selain itu peserta dapat memahami materi tentang kewirausahaan dan  ekonomi, ditunjukkan dengan adanya tanya jawab dan partisipasi aktif dari sebagian besar peserta. Berdasarkan hasil pelaksanaan abdimas ini, peserta abdimas selanjutnya supaya dapat meningkatkan kemampuan dan jiwa wirausaha dengan lebih kompak yaitu bagi yang usahanya mirip atau mempunyai kesamaan dengan tujuan bila ada pemesanan yang besar bisa dikerjakan secara kolektif.

scholarly journals Entrepreneurial education influence on the development of self-efficacy and entrepreneurial competences

2020 ◽  
Vol 13 ◽  
pp. 1551-1570
Author(s):  
Carolina Maria Furtado Matos ◽  
Suzete Antonieta Lizote ◽  
Sayonara De Fátima Teston ◽  
Patrick Zawadzki ◽  
Maria Cristina Almeida Gama Garra
Keyword(s):  
Statistical Analysis ◽  
Health Professionals ◽  
Self Efficacy ◽  
Business Management ◽  
Health Science ◽  
Behavioral Characteristics ◽  
Entrepreneurial Education ◽  
Future Health ◽  
Science Courses ◽  
Quantitative Descriptive

Purpose: This study aimed to evaluate entrepreneurship classes' influence on entrepreneurial self-efficacy and entrepreneurial competences in health academics.Design/methodology/approach: The model by De Noble, Jung, and Ehrlich (1999) was used to measure entrepreneurial self-efficacy and the model by Cooley (1990, 1991) to measure entrepreneurial competences. It is a quantitative, descriptive, and survey research. Two hundred sixty-seven undergraduate health students participated in the study. Statistical analysis used descriptive and correlational statistics with comparison tests.Findings: The results showed that the students who studied entrepreneurship presented higher self-efficacy and entrepreneurial competences, but there were no significant differences between those who studied and those who did not.Originality/value: This study presents the potential for promoting entrepreneurship in HEI for courses that are not directly associated with business management, especially health science courses. When analyzing the participants' behavioral characteristics, we seek to deepen the discussion on the central themes of the study and promote reflections on the importance of entrepreneurial education for the development of future health professionals.

Sign in / Sign up

Export Citation Format

Share Document