scholarly journals PENGEMBANGAN SASARAN, VISI DAN MISI HUBUNGAN MASYARAKAT DI LEMBAGA PENDIDIKAN BERBASIS KEPUASAN PELANGGAN

2017 ◽  
Vol 3 (2) ◽  
pp. 52-69
Author(s):  
Sutrimo Purnomo
Keyword(s):  
Customer Satisfaction ◽  
Public Relations ◽  
Customer Service ◽  
Educational Institution ◽  
Education Institution ◽  
Public Relation ◽  
Customer Expectations ◽  
Positive Image ◽  
The People ◽  
Clear Vision

An educational institution should try to create an positive image in the heart of the people, so that people are able to make the decision to enroll their children and participate actively in the institution development. Positive image can be realized by developing quality and organizing some productive activities that have public relation with clear vision and mision. This paper offers an alternative for implementation and development of the vision and mision of public relation based on customer satisfaction in order to realize institution positive image. Customer satisfaction can be realized by the commitment in understanding the customer expectation, so education institution need to identify “the needs and pretentions” of customer expectations. Some things need to be done in improving customer satisfaction related to the development of the vision and mission of public relations, namely: Compiling identification program of costumer expectation, measuring customer satisfaction consistently, designing services based on costumer expectations, communicating effectively, building proactive, friendly, anthusiastic and trust of personal profile, building anorganizational structure that accommodates customer service, and developing participative management.

scholarly journals Incorporating Customer Service Expectations In The Restaurant Industry: The Guide To Survival

2012 ◽  
Vol 28 (5) ◽  
pp. 931
Author(s):  
M.C. Cant ◽  
C. Erdis
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Service ◽  
Exploratory Study ◽  
Restaurant Industry ◽  
Font Size ◽  
Research Results ◽  
Customer Expectations ◽  
Service Expectations

<span style="font-family: Times New Roman; font-size: small;"> </span><p style="margin: 0in 0.5in 0pt; text-align: justify; text-indent: 0in; mso-pagination: none;" class="MsoBodyTextIndent"><span style="font-family: Times New Roman; font-size: x-small;">With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants.<span style="mso-spacerun: yes;"> </span>This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder.<span style="mso-spacerun: yes;"> </span>Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.</span></p><span style="font-family: Times New Roman; font-size: small;"> </span>

Promoting Service Quality and Customer Satisfaction in Global Business

2016 ◽  
pp. 247-276 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Entrepreneurial Success ◽  
Global Business ◽  
Customer Expectations ◽  
Wide Range ◽  
Excellent Service ◽  
Strategic Goals

This chapter explains the overviews of customer service, service quality, and customer satisfaction; the significance of service quality in global business; and the significance of customer satisfaction in global business. Customer service is the significant element required for a successful business. Knowing customer expectations and delivering excellent service quality can considerably promote the entrepreneurial success and business growth. Gaining high levels of customer satisfaction is very important to business because satisfied customers are most likely to be loyal and to make repeat orders and to utilize a wide range of services offered by business. High service quality effectively promotes customer satisfaction and customer satisfaction has a positive relationship with business revenue. The chapter argues that promoting service quality and customer satisfaction has the potential to enhance organizational performance and reach strategic goals in global business.

scholarly journals Strategi Public Relations dalam Pengembangan Brand Image Sekolah di Sekolah Dasar Islam Terpadu (SDIT) Kota Samarinda

2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Ida Suryani Wijaya ◽  
M. Al Amin
Keyword(s):  
Elementary School ◽  
Public Relations ◽  
Brand Image ◽  
Qualitative Approach ◽  
Public Relation ◽  
Organizational Strategy ◽  
Positive Image ◽  
Long Run ◽  
Planning Decision

Public relation is an important aspect within the process of building positive image for an organization. Selecting appropriate strategy, therefore, must be applied very carefully since it determines the success or failure of the organization in the long run. This paper, thus, aims at explaining the strategy of public relation applied by Cordova Integral Islamic Elementary School in Samarinda in building a positive brand image that suits its’ long-term objectives. Utilizing qualitative approach, this paper finds out that Cordova Integral Islamic Elementary School in Samarinda applies four strategy such as research-listening, planning-decision, communication-action, and evaluation.Keywords: Image brand, organizational strategy, and public relation.

PERSEPSI DAN PARTISIPASI SIVITAS AKADEMIKA PADA PELAKSANAAN PROGRAM KEHUMASAN DALAM RANGKA MENCIPTAKAN CITRA POSITIF (STUDY DESKRIPTIF KUALITATIF DI UNIVERSITAS DIAN NUSWANTORO SEMARANG).

1970 ◽  
Vol 5 (1) ◽  
pp. 64
Author(s):  
Suharyanto - ◽  
Agus - Triyono
Keyword(s):  
Public Relations ◽  
Educational Institution ◽  
Institutional Advancement ◽  
Survey Method ◽  
Word Perception ◽  
The Public ◽  
Positive Image ◽  
Key Word ◽  
The University

AbstrakKeberadaan devisi Hubungan Masyarakat (Humas) dalam  sebuah institusi pendidikan sangat memiliki peranan yang sangat penting. Dibeberapa perguruan tinggi devisi ini sangat vital karena menjadi corong bagi masyarakat luas dalam membina hubungan baik dengan para stakeholders. Begitu juga dengan Humas di Universitas Dian Nuswantoro yang telah melakukan berbagai program dalam rangka meningkatkan citra perguruan tinggi.  Penelitian ini berorientasi pada persepsi dan partisipasi sivitas akademika yang ada pada Humas Universitas Dian Nuswantoro Semarang untuk menciptakan citra positif. Target khusus penelitian ini adalah untuk mengetahui bagaimana persepsi dan partisipasi sivitas akademika atas keberadaan Humas, sehingga dapat ditemukan hasil penelitian yang dapat menjadi rekomendasi untuk kemajuan humas dan institusi. Tujuan jangka panjang dari penelitian ini adalah untuk mengetahui hasil signifikan dari temuan yang didapatkan sehingga bisa menjadi referensi atas program-program humas menjadi lebih baik.  Penelitian ini menggunakan pendekatan kualitatif dengan metode survey di lapangan, dan instrumen penelitian menggunakan daftar pertanyaan untuk wawancara.Kata kunci; persepsi, partisipasi, sivitas akademika, humas,citra positif                                                                     Abstract The existence of division of Public Relations (PR) in a highly educational institution has a very important role. In some universities this division is vital because a mouthpiece for the wider community in fostering good relations with stakeholders. So,  the PR at the University of Dian Nuswantoro who has conducted various programs in order to improve the image of the college. This research-oriented academicians of perception and participation that exist in PR Dian Nuswantoro University Semarang to create a positive image. Specific target of this research is to determine how perceptions and participation of academicians of the existence of PR, so that research results can be found that can be a recommendation for public relations and institutional advancement. The long term goal of this study was to determine the significant results of the findings obtained so that could be a reference to the public relations programs for the better. This study used a qualitative approach with a survey method in the field, and research instruments using a list of questions for the interview. Key word : Perception, participation, academic society, public relations, positive image 

scholarly journals Marketing of Early Childhood Education Institution: Covid-19 Pandemic Vs. Normal

2021 ◽  
Vol 3 (3) ◽  
pp. 137-149
Author(s):  
Muhammad Abdul Latif ◽  
Erni Munastiwi ◽  
Rifqi Humaida
Keyword(s):  
Social Media ◽  
Early Childhood ◽  
Early Childhood Education ◽  
Educational Institution ◽  
Education Institution ◽  
New Normal ◽  
Face To Face ◽  
Childhood Education ◽  
The People ◽  
Research Findings

The new normal era resulted in many factors, including early childhood education institutions, such as the Primagama Kindergarten in Yogyakarta. The life and death of an institution lie in how the marketing of the educational institution is. This study aims to describe the marketing strategy, impact, and marketing barriers of Primagama Yogyakarta Kindergarten in the New Normal Era. This research uses the descriptive qualitative method. They were collecting data by observation, interviews, and documentation. The analysis uses the Milles and Huberman model. Test the validity of the data using triangulation of sources and techniques. This study indicates that the marketing of the Primagama Yogyakarta Kindergarten institution begins with building a brand with show ups, collaboration with TV stations, radio, mass media, and active social media. Furthermore, the marketing of Primagama Kindergarten begins with market research, determining various strategies such as Facebook, Instagram, Twitter, and website and controlling by collecting suggestions from various parties. The era of the marketing pandemic is carried out by maximizing social media. The marketing impact of the pandemic era is the lack of offline customers. This is because there are obstacles in the pandemic era, including the limitation of meeting face to face, the government's appeal for a ban on face-to-face contact, and the declining purchasing power of the people. The research findings contribute to marketing strategies for early childhood education institutions in the pandemic era that can use social media.

scholarly journals MANAJEMEN PUBLIC RELATIONS SEBAGAI ALAT ETIKA KOMUNIKASI DALAM BISNIS ISLAM

2014 ◽  
Vol 1 (2) ◽  
Author(s):  
Yuke Rahmawati
Keyword(s):  
Public Relations ◽  
Business Management ◽  
Business Communication ◽  
Public Relation ◽  
Community Relations ◽  
Communication Ethics ◽  
Positive Image ◽  
Partner Organization ◽  
Agents Of Change

Abstract: Public Relations Management as a Tool of Business Communication Ethics Islam. Public relations is as an intermediary between the head of the organization and its publics. In an effort to foster good community relations, internal and external. Public relations profession generally believed to be a facilitator, motivator, and even become agents of change. One definition says PR is a method of communication to create a positive image of the partner organization on the basis of respecting mutual interests. Management of public relations in the business of Islam, does not give a different sense, because basically the concept of PR is highly recommended in Islam. If the analogy meaning of public relations as a procedure for communicating the good, true and effective, then the concept of Islam has clearly explain to some verses in the Koran. Keywords: Public Relations, Islamic Business, Management, Methods   Abstrak: Manajemen Public Relations Sebagai Alat Etika Komunikasi Dalam Bisnis Islam. Public relations merupakan sebagai perantara antara pimpinan organisasi dengan publiknya. Baik dalam upaya membina hubungan masyarakat internal, maupun eksternal. Profesi public relations pada umumnya diyakini akan menjadi fasilitator, motivator, bahkan menjadi agen perubahan. Salah satu definisi menyebutkan PR adalah metode komunikasi untuk menciptakan citra positif dari mitra organisasi atas dasar menghormati kepentingan bersama. Manajemen public relations pada bisnis Islam, tidak memberikan pengertian yang berbeda, karena pada dasarnya konsep PR ini sangat direkomendasikan dalam Islam. Bila dianalogikan makna public relation sebagai tata cara berkomunikasi yang baik, benar dan efektif, maka konsep Islam telah jelas menerangkannya pada beberapa ayat dalam Alquran. Kata Kunci: public relation, bisnis Islam, manajemen, metodeDOI:10.15408/sjsbs.v1i2.1537

scholarly journals Incorporating customer service expectations in the restaurant industry: The guide to survival

2010 ◽  
Vol 8 (1) ◽  
pp. 485-493
Author(s):  
Michael Colin Cant ◽  
Cindy Erdis
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Service ◽  
Exploratory Study ◽  
Customer Retention ◽  
Restaurant Industry ◽  
Research Results ◽  
Customer Expectations ◽  
Service Expectations

With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants. This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.

scholarly journals Upaya Peningkatkan Brand Awareness PT. Go-Jek Indonesia Melalui Aktivitas Marketing Public Relations

2017 ◽  
Vol 9 (1) ◽  
pp. 31
Author(s):  
Umaimah Wahid ◽  
Anggun Eka Puspita
Keyword(s):  
Public Relations ◽  
Public Relation ◽  
Brand Awareness ◽  
Research Focus ◽  
Good Relationship ◽  
Traffic Jam ◽  
The People ◽  
Data Collection Technique

Online transportation is nowadays popular in Indonesia and becomes a new alternative for people due to its efficiency and effectivity. One of the most famous online transportations is PT.Go-Jek Indonesia. People prefer to choose it to anticipate traffic jam in Jakarta and the surroundings. Besides PT. Go-Jek, there are some similar transportations such as PT.GRAB, UBER, and so on. This condition caused the competition among the online transportations resulting in the necessity to create a strong brand around the people. In accordance to that matter, the role of public relation is quite significant to increase Brand awareness in society. This research focus on the role of public relations to increase the brand awareness of PT Go-Jek using the theory of mixed public relation strategy by Thomas L. Harris that is famous of his concept,  ‘P.E.N.C.I.L.S’. The method of this research is case study by interview completed by data as data collection technique. The activity of public relations involves the 7 strategies of public relation to increase brand awareness. The activities were for example publication, holding interesting events, establishing good relationship with society, cooperating with other companies, creating a positive image, providing services and new features for the society. Those are meant to show that PT. GO-JEK gives the best service for customers and society to strengthen the brand awareness of PT. Go-Jek. Those efforts of PT Go-Jek resulted in increasing the brand awareness so that society chooses that online transportation as an alternative of nowadays internet-based transformation.  Transportasi online saat ini marak di Indonesia dan menjadi alternatif baru bagi masyarakat karena efisien dan efektif. Salah satu transportasi online yang fenomena adalah PT. Go-Jek Indonesia yang menjadi pilihan masyarakat dalam mengantisipasi kemacetan Jakarta dan sekitarnya. Selain PT. Go-Jek, terdapat beberapa transportasi sejenis lannya yang beroperasi seperti PT.GRAB, UBER dan lainnya. Kondisi tersebut memunculkan persaingan di antara perusahan-perusahaan transportasi online yang harus menciptakan brand yang kuat di tengah masyarakat. Dalam Upaya tersebut peran public relations sangat penting untuk meningkatkan Brand Awareness di masyarakat. Fokus penelitan ini adalah peran public relations dalam mingkatkan kesadaran mereka PT. Go-Jek. Menggunakan teori strategi bauran pemasaran Humas Thomas L. Harris yang terkenal dengan konsep ‘P.E.N.C.I.L.S’. Metode penelitian adalah studi kasus dengan teknik pengumpulan data wawancara dan dilengkapi data. Kegiatan marketing public relations berlaku dalam meningkatkan brand awareness ke 7 strategi marketing public relations. Kegiatan seperti publikasi, melaksanakan kegiatan-kegiatan menarik, establishgood hubungan dengan masyarakat, menjalin kerjasama dengan perusahaan lain, meningkatkan citra positif, menyediakan layanan, dan menambahkan fitur baru dalam jaringan yang disediakan kepada masyarakat. Semua hal itu sebagai upaya yang serius dan sungguh-sungguh PT. Go-Jek memberikan pelayanan terbaik kepadakonsumen khususnya dan masyarakat umum agar kesadaran merek PT. Go-Jek semakin kuat.

scholarly journals Aspects of choosing by applicants a secondary special or higher education institution

2020 ◽  
Vol 3 (1) ◽  
pp. 27-32
Author(s):  
L. G. Akhmaeva ◽  
A. I. Eremeeva
Keyword(s):  
Higher Education ◽  
Public Relations ◽  
Russian Federation ◽  
Educational Institution ◽  
Education Institution ◽  
Educational Institutions ◽  
Sociological Research ◽  
Educational Service ◽  
International College ◽  
The Russian Federation

A brief overview of the modern system of secondary special and higher education in the Russian Federation has been given. The problem of competitiveness of educational institutions in the Russian Federation and the world in General has been raised. Statistical data conducted at the end of 2019 questionnaires among the students of the Department of Advertising and Public Relations the State University of Management (Moscow) and students of the Faculty of Advertising and Internet Communications, the International College of Arts and Communications (Moscow).The influence of several factors on the choice by learners of studying educational institutions has been explored, key factors for choice has been highlighted. The opinions of students in terms of the applicability of disciplines in their future profession, assessment of students of the faculty of the institution, the relevance of the cost of education quality and prospects for future employment in the profession after graduation have been analysed.According to the results of the survey, answers were given to such questions as: how do applicants themselves choose an educational program – their future profession? How do they perceive the educational service provided to them by the educational institution? How do applicants who have already become students evaluate their choice of educational institution, the quality of educational service and prospects for their future employment? What is necessary for the formation of demand for educational service?Based on the conducted sociological research, conclusions regarding the choice of educational institution by applicants have been made. The authors’ recommendations to educational institutions to attract applicants and increase their competitiveness in the market of educational services are given.

scholarly journals THE INFLUENCE OF FRONT LINER SERVICEABILITY ON CUSTOMER SATISFACTION AT RIAU KEPRI BANK BENGKALIS BRANCH OFFICE

2021 ◽  
Vol 3 (1) ◽  
pp. 179
Author(s):  
Nur Asikin ◽  
Hutomo Atman Maulana
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Sampling Technique ◽  
Intellectual Ability ◽  
Physical Ability ◽  
The People ◽  
Analysis Technique ◽  
Branch Office

This research was conducted to determine the influence of front liner services ability on customer satisfaction at Riau Kepri Bank, Bengkalis branch office. Front liner serviceability in this research was limited to the intellectual and physical ability of teller and customer service. The population in this research were all the people who have used products or services at Riau Kepri Bank Bengkalis branch office. There were 100 respondents as samples were taken by using the purposive sampling technique. Data was collected by using online questioners that consist of 22 questions with Likert scale. This research used multiple linear regression as a data analysis technique. The results showed that intellectual ability has a positive and significant effect on customer satisfaction partially (t=2.932, p=0.004), the physical ability also has a positive and significant effect on customer satisfaction partially (t=3.072, p=0.003), and simultaneously, the intellectual and physical ability of front liner has a positive and significant effect on customer satisfaction at Riau Kepri Bank Bengkalis branch office (F=23.717, p=0.000, R2=0.32).

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