scholarly journals Analisa Kualitas Pelayanan dan Strategi Perusahaan terhadap Kepuasan Pelanggan dengan Metode QFD dan SWOT pada Jasa Pengiriman Barang

2021 ◽  
Vol 5 (6) ◽  
pp. 643
Author(s):  
Bonaventura Andhika W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Swot Analysis ◽  
Market Penetration ◽  
Delivery Service ◽  
Delivery Services ◽  
The Right ◽  
Consumer Tastes ◽  
Qfd Method

Goods delivery services become the most profitable business opportunities. Facing the reality of the number of goods or services with diverse quality and consumer tastes are easy to change and there are several competitors in this field, resulting in a sharper level of competition. With the growing number of freight services competitors, each delivery service provider such as JNE, TIKI, and Pos Indonesia need to have a special strategy to improve customer satisfaction. This study aims to examine the service quality from each delivery service provider to customer satisfaction through IPA and QFD methods and SWOT analysis to establish the company's strategy in maintaining its position in the market is facing competitors. CSI results obtained for goods delivery services in Jakarta are in the category of quite satisfied but have not reached the maximum satisfaction point. Using the IPA method, researchers found that Pos Indonesia delivery service is one of the delivery services that need to be improved the service quality to be able to survive. Attributes that affect the services and targets that are the priority of Pos Indonesia are based on the QFD method, namely the need for training to employees to be able to improve their service quality. In addition, the right strategic steps to be taken by Pos Indonesia are intensive strategies including market penetration, market development, and service product development to accelerate the company's growth. This strategy is strongly related to the proposed design of strength and opportunity strategies that have been analyzed through SWOT analysis methods. Jasa pelayanan pengiriman barang menjadi salah satu peluang bisnis yang sangat menguntungkan. Menghadapi kenyataan banyaknya barang atau jasa dengan kualitas beragam dan selera konsumen yang mudah berganti serta terdapat beberapa pesaingdibidang ini, mengakibatkan tingkat persaingan semakin tajam. Semakin bertambahnya pesaing-pesaing dari jasa pelayanan pengiriman barang, masing-masing penyedia jasa pengiriman barang seperti JNE, TIKI dan Pos Indonesia perlu memiliki strategi khusus untuk meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk mengkaji kualitas pelayanan dari masing-masing penyedia jasa pengiriman barang terhadap kepuasan pelanggannya melalui pendekatan metode IPA dan QFD serta untuk menetapkan strategi perusahaan dalam mempertahankan posisinya dipasar dalam menghadapi pesaing melalui analisa SWOT. Pada penelitian ini, didapatkan hasil CSI untuk jasa pengiriman barang di Jakarta berada dalam kategori cukup puas namun belum mencapai titik kepuasan maksimum. Dalam analisa menggunakan metode IPA, peneliti menemukan bahwa jasa pengiriman Pos Indonesia, merupakan salah satu jasa pengiriman yang perlu ditingkatkan kualitas pelayanannya untuk dapat bertahan. Atribut yang mempengaruhi pelayanan dan target yang menjadi prioritas Pos Indonesia didasarkan pada metode QFD, yaitu perlunya pelatihan kepada karyawan untuk dapat meningkatkan kualitas pelayanannya. Selain itu, langkah strategis yang tepat untuk dilakukan oleh Pos Indonesia yaitu strategi intensif meliputi penetrasi pasar, pengembangan pasar dan pengembangan produk layanan untuk mempercepat pertumbuhan perusahaan. Strategi ini berkaitan sangat kuat dengan rancangan usulan strategi kekuatan dan peluang yang telah dianalisa melalui metode analisa SWOT. 

Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

2021 ◽  
Vol 12 (1) ◽  
pp. 58-58
Author(s):  
Goh Mei Ling ◽  
Ho Sew Tiep ◽  
Ng Zhu Er
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Daily Life ◽  
Movement Control ◽  
Food Delivery ◽  
Control Measures ◽  
Consumption Pattern ◽  
Website Quality ◽  
Delivery Service ◽  
Delivery Services

In this era of technology, the development and explosion of the internet has created the online business platform for the services and products. One of the areas is the food delivery services. With development of mobile applications for food delivery, it has eased the process of delivering the ordered food, and at the same time create convenience to the beverage industry (Wang et al., 2019). The outbreak of COVID-19 pandemic in early last year has impacted everyone's daily life and resulted in pandemic control measures such as Movement Control Order (MCO) by the Malaysian government around the country. This change has required Malaysian to engage with new norms such as wearing masks, physical distancing and hand hygiene in their daily life. The pandemic has also sparked a new consumption pattern in society. Many people have opted for food delivery services and thus inflated the demand of food delivery service in Malaysia. Hence, understanding customer satisfaction towards the mobile food delivery apps is essential. There are several studies on the customer satisfaction towards online food delivery service during the COVID-19 pandemic (Prasetyo et al., 2021; Rahim & Yunus, 2021). Pasetyo et al. (2021) investigated the customer satisfaction and loyalty from the extended Theory of Planned Behaviour perspective. Meanwhile Rahim and Yunus (2021) examined the relationship between service quality, food quality and price of e-hailing food delivery service. However, these studies did not examine the effect of convenience and website quality on consumers satisfaction toward the mobile food delivery apps. Based on these, this study aims to examine the influence of the factors, namely service quality, convenience, price and website quality on customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic in Malaysia. Keywords: Customer Satisfaction, Mobile Food Delivery Apps, COVID-19 Pandemic

scholarly journals Marketing Communications Mix Strategy to Improve Room Sales at The Ritz Carlton Jakarta Mega Kuningan

2020 ◽  
Vol 4 (1) ◽  
pp. 45
Author(s):  
Andreas Bryan Wagey ◽  
Putu Diah Sastri Pitanatri ◽  
Dewa Ketut Sujatha
Keyword(s):  
Development Strategy ◽  
Business Strategy ◽  
Swot Analysis ◽  
Geographic Area ◽  
Market Development ◽  
Market Penetration ◽  
Horizontal Integration ◽  
Integration Strategy ◽  
Product Development Strategy ◽  
The Right

To be able to survive in a continuously growing competitive environment, the right business strategy is needed. Aim of this research is to formulate a set of marketing communication mix strategies to increase room sales and hotel profits for The Ritz-Carlton Jakarta, Mega Kuningan. The methods used in this research are SWOT analysis and IFE-EFE matrix. The findings  suggested that the Hotel must hold and maintain strategy whereas it can be elaborated into four aspects 1) horizontal integration strategy by seeking ownership or increased control over competitors; 2) market penetration strategy; by seeking increased market share for present products or services in present markets through greater marketing efforts; 3) market development strategy by  introducing present products or services into the new geographic area, and 4) product development strategy; by seeking increased sales through improving present products or services or developing new ones.

scholarly journals Strategi Keunggulan Bersaing PT. Semen Tonasa dengan SWOT dan QSPM

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
P. Sitorus Benget ◽  
Nursyamsi Idayanti ◽  
Sumardi Sumardi
Keyword(s):  
Competitive Advantage ◽  
Production Process ◽  
Cost Efficiency ◽  
Swot Analysis ◽  
External Factor ◽  
Market Penetration ◽  
Internal Factor ◽  
Descriptive Research ◽  
Factor Evaluation ◽  
The Right

In a very competitive market conditions the company must have a thorough understanding about the condition of its internal and external of the company to determine an appropriate strategy. This research aims to know the proper competitive advantage strategies for PT Semen Tonasa is done by. Descriptive research is done by collecting data through observation, FGD and interviews. After IFE (Internal Factor Evaluation) and EFE (External Factor Evaluation) and SWOT analysis, PT Semen Tonasa should focus their efforts on pursuing growth. Based on the analysis of the QSPM (Quantitative Strategic Planning Matrix) retrieved the right strategy to do is market penetration. PT Semen Tonasa should increase market share in the area of the market with a hefty profit margin do cost efficiency in every stage of the production process.

scholarly journals PERAN KEPUASAN KONSUMEN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP MINAT BELI KONSUMEN UNTUK MENGGUNAKAN JASA MASKAPAI PENERBANGAN AIR ASIA

2017 ◽  
Vol 13 (1) ◽  
Author(s):  
Yohanes Febrianto ◽  
Tumpal J. R. Sitinjak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Purchase Intention ◽  
Structural Equation ◽  
Low Cost ◽  
High Mobility ◽  
Equation Modeling ◽  
Research Use ◽  
Service Loyalty

In this fast-paced era, high mobility has become necessity for people. They need a fast, simple and cheap transportation.Low cost airlines be an option for people to support their needs. One of the airlines service provider that have low cost concept is Air Asia.This research aims to study the effect of service quality on Air Asia customer purchase intention mediated by customer satisfaction.This research use non-probability sampling with judgement approachment method to collect the data, that the respondent ever used the Air Asia service provider at least once a time. This research collect the data from 150 respondent. The data is collected by the questionnaire and tested by SEM (structural equation modeling) with Lisrel 8.80. The result of this research is there are significant effect between service loyalty and customer satisfaction on customer purchase intention partially and there is a significant effect between service quality on customer purchase intention mediated by customer satisfaction.<br />Keywords: Service Quality, Customer Satisfaction, Customer Purchase Intention

scholarly journals Analisis Kepuasan Pelanggan dengan Menggunakan SERVQUAL: Studi Kasus Layanan IndiHome PT. Telekomunikasi Indonesia, Tbk, Regional 1 Sumatera

2017 ◽  
Vol 1 (2) ◽  
pp. 61 ◽  
Author(s):  
M. Mujiya Ulkhaq ◽  
Monalisa Putri Br. Barus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Service ◽  
High Expectations ◽  
Network Service Provider ◽  
State Owned Enterprise ◽  
Preliminary Study

As competition increases, delivering better service becomes more important; it is not with the expception of PT. Telekomunikasi Indonesia, Tbk (PT TELKOM), which is the only state-owned enterprise as well as the largest telecommunication and network service provider in Indonesia. This is because service quality is considered as an important aspect for the success of the service provider. This study aims to assess the service quality of PT. TELKOM for IndiHome products. A preliminary study showed that there are many customers complaining about IndiHome's service quality. In addition, the tight competition and the emergence of several similar service providers as well as attractive promotion will inevitably attract customers not to be loyal if PT. TELKOM does not immediately improve the quality of the service. This research was conducted not only to assess the service quality of IndiHome (using SERVQUAL), but also to give some recommendations to PT. TELKOM especially Regional 1 Sumatra in order to attain customer satisfaction. There were 153 respondents who participated in this study. The results show that on average, customers are not satisfied (the gap value is −1.539). This negative value means that the customers have high expectations of the services that should be delivered by PT. TELKOM, but in reality the performance of the service is not as high as their expectations. Therefore, some recommendations are given to improve the performance of IndiHome’s service quality so that the customers are satisfied.

scholarly journals Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector

2019 ◽  
Vol 23 (1) ◽  
pp. 44-55 ◽  
Author(s):  
Bindu K. Nambiar ◽  
Hareesh N. Ramanathan ◽  
Sudhir Rana ◽  
Sanjeev Prashar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Banking Sector ◽  
Moderating Effect ◽  
Customer Knowledge ◽  
Perceived Service Quality ◽  
Value Evaluation ◽  
The Right ◽  
The Relationship

The purpose of the article is to recognize the moderating effect of customer knowledge on perceived service quality and customer satisfaction through customer value evaluation in the Indian banking sector. This knowledge can considerably streamline the effort banks invest in acquiring the right kind of customers. The results of the study indicated that perceptions of service quality positively impacted customer value evaluation. Moreover, customer knowledge strengthened the relationship that the empathy and responsiveness dimensions of service quality had with customer value evaluation and moderated the relationship that reliability and tangibility dimensions had with customer value evaluation.

Impact of service quality on customer satisfaction in private and public sector banks

2016 ◽  
Vol 34 (5) ◽  
pp. 606-622 ◽  
Author(s):  
Justin Paul ◽  
Arun Mittal ◽  
Garima Srivastav
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Content Type ◽  
Negatively Associated ◽  
Public Sector Banks ◽  
Private And Public ◽  
The Right ◽  
The Impact

Purpose – In today’s world, with increased competition, service quality has become one of the most popular areas of academic investigation. The purpose of this paper is to examine the impact of various service quality variables on the overall satisfaction of customers and compare the private and public sector banks using a sample from India. Design/methodology/approach – With the help of forward stepwise regression, the authors explain how a variety of variables are both negatively and positively influencing customer satisfaction. The authors collected data from 500 respondents in India; 250 of which were customers of private sector banks, and 250 of which were customers of public sector banks. The authors had a response rate of 65 percent. Findings – In the case of private sector banks, knowledge of products, response to need, solving questions, fast service, quick connection to the right person, and efforts to reduce queuing time were found to be the factors that are positively associated with overall satisfaction. Assistance to the customer, appearance, and follow up are negatively associated with customer satisfaction. On the other hand, in the case of public sector banks, knowledge of the product and fast service are the factors which are associated positively and appearance is the only factor that is negatively associated. Originality/value – The components of service quality that are positively associated are not the same in public sector banks as they are in private sector banks.

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