scholarly journals Penerapan Kaizen dalam Rangka Meningkatkan Loyalitas Pelanggan di PT XYZ

2019 ◽  
Vol 2 (4) ◽  
Author(s):  
John Warisman Sinaga ◽  
Nazaruddin Matondang ◽  
Sukaria Sinulingga ◽  
Jeffrey Panama
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Service Performance ◽  
Waiting Room ◽  
Individual Worker ◽  
Main Indicator ◽  
Policy Proposals

Kaizen digunakan untuk melakukan perbaikan secara terus menerus, menggunakan tahapan-tahapan kecil yang melibatkan manager dan seluruh pegawai dengan biaya dan resiko yang relatif akan lebih rendah. Bengkel PT. Trans Suzuki Sumatera Agung merupakan salah satu unit kegiatan untuk mendukung dan meningkatkan pelayanan pelanggan Suzuki. Indikator utama dalam pelayanan bengkel adalah kepuasan pelanggan. Berikut ini merupakan uraian dalam penerapan 5s yang terdapat dalam konsep kaizen. Seiri, meminimalisir hal/benda tidak penting, seiton, menyusun peralatan serapi mungkin agar memberikan kemudahan dalam bekerja. Seiso, melakukan pembersihan terhadap mesin/peralatan yang telah digunakan. Seiketsu, menhaga, merawat dan mengikuti ketiga tahap sebelumnya. Shitsuke, memelihara dan meningkatkan disiplin individu pekerja. Hasil penerapan kaizen memberikan usulan kebijakan yang diterapkan oleh PT XYZ sehingga diharapkan dapat memberikan dampak peningkatan kepuasan pelanggan pada periode selanjutnya. Usulan kebijakan tersebut terkait dengan penambahan jumlah mekanik, melakukan perbaikan terhadap ruang tunggu pelanggan, pelaksanaan pelatihan bagi pekerja, pergantian komponen/peralatan yang rusak serta perbaikan terhadap kinerja booking service.   Kaizen is used to make continuous improvements, using small steps that involve managers and all employees with relatively lower costs and risks. PT. Trans Suzuki Sumatera Agung is one of the activity units to support and improve Suzuki's customer service. The main indicator in service shop is customer satisfaction. The following is a description of the application of the 5s contained in the kaizen concept. Seiri, minimize things / objects that are not important, seiton, arrange equipment as neat as possible to provide convenience in working. Seiso, clean the machinery / equipment that has been used. Seiketsu manned, cared for and followed the three previous stages. Shitsuke, maintains and improves individual worker discipline. The results of the application of kaizen provide policy proposals implemented by PT XYZ so it is expected to have an impact on increasing customer satisfaction in the next period. The proposed policy is related to increasing the number of mechanics, making improvements to the customer's waiting room, conducting training for workers, replacing damaged components / equipment as well as improving the booking service performance.

scholarly journals The Effect of Individualism and Collectivism on Customer Satisfaction in Retail Sector: Asian versus Western Culture

2018 ◽  
Vol 3 (SI) ◽  
pp. 23
Author(s):  
Abdul Hamid Abdul Halim ◽  
Muhammad Hafizi Zamri ◽  
Mohd Faizol Rizal Mohd Rasid
Keyword(s):  
Customer Satisfaction ◽  
Cultural Differences ◽  
Customer Service ◽  
Large Body ◽  
Service Performance ◽  
Service Satisfaction ◽  
Future Research ◽  
Dimension Theory ◽  
Retail Sector ◽  
Individualism And Collectivism

Customer satisfaction is defined as the customer's attitude towards the perceived service performance, which results from the differences in pre-existing expectations and the actual service performance. There are many factors that can lead to customer satisfaction, but instead of looking into all factors, it is interesting to look at cultural differences since the study focuses on the Malaysian setting, which is known for the multicultural environment. More interestingly, businesses in Malaysia not only involve local customers, but as well as customers from Asian and Western regions. The aims of this study are to determine the relationship between individualism and collectivism towards customer service satisfaction, specifically in the retail sector which involves multinational brands as well as multicultural customers. The use of Geert Hofstede Dimension theory in this study is because it is one of the most important theory in cultural differences studies and has generated a large body of research. A quantitative method has been used and the study has been conducted on 103 respondents, 51.5 % are from Asian origin and 48.5% are of Western origin. Although both individualism and collectivism have a significant impact on customer service satisfaction in the retail sector, it is proven in this study that collectivism has more to do in determining the satisfaction level as a whole. It is recommended that further studies should be done outside of Klang Valley. Furthermore, future research should seek to expand the pool of potential explanatory variables such as how cultural differences factor can help influence customer satisfaction.

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

scholarly journals Analisa Faktor-Faktor yang Berpengaruh Terhadap Loyalitas Pelanggan Menggunakan Analisa Jalur di PT XYZ

2019 ◽  
Vol 2 (4) ◽  
Author(s):  
John Warisman Sinaga ◽  
Nazaruddin Matondang ◽  
Sukaria Sinulingga ◽  
Jeffrey Panama
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Service ◽  
Customer Loyalty ◽  
Correlation Method ◽  
Waiting Room ◽  
Customer Complaints ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Bengkel PT. Trans Suzuki Sumatera Agung merupakan salah satu unit kegiatan untuk mendukung dan meningkatkan pelayanan pelanggan Suzuki. Permasalahan yang dialami oleh perusahaan adalah terjadinya penurunan terhadap service retention dan customer satisfaction index (CSI) periode 2015 sampai dengan 2017. Selanjutnya penurunan tersebut disebabkan oleh adanya keluhan pelanggan terhadap beberapa atribut CSI dan memiliki persentase ketidak puasan diatas 10%. Atribut CSI yang dimaksud adalah ketelitian service advisor, kenyamanan ruang tunggu, kebersihan dealer, kemudahan keluar masuk area dealer, penetapan biaya servis, jangka waktu pengambilan kendaraan, total waktu servis dan ketelitian teknisi. Penelitian ini bertujuan memberikan usulan kebijakan perbaikan menggunakan metode korelasi untuk mengetahui faktor yang berpengaruh terhadap loyalitas pelanggan. Jenis penelitian yang digunakan dalam penelitian ini adalah korelasional. Hasil pengujian analisa jalur (path analysis) menunjukkan bahwa secara parsial dan simultan variabel service quality berpengaruh positif dan signifikan terhadap loyalitas pelanggan dengan nilai thitung<ttabel dan signifikansi<0,05.   PT. Trans Suzuki Sumatera Agung is one of the activity units to support and improve Suzuki's customer service. The problem experienced by the company is the decline in service retention and customer satisfaction index (CSI) for the period 2015 to 2017. Furthermore, the decline is caused by customer complaints about some CSI attributes and has a dissatisfaction percentage above 10%. The CSI attributes referred to are service advisor accuracy, waiting room comfort, dealer cleanliness, ease of entering and leaving the dealer area, fixing service fees, vehicle pickup period, total service time and technician accuracy. This study aims to provide a proposed policy of improvement using the correlation method to determine the factors that influence customer loyalty. This type of research used in this study is correlational. The results of the path analysis test show that partially and simultaneously service quality variables have a positive and significant effect on customer loyalty with a tcount <ttable and significance <0.05.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

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

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

Carnival Corporation: The Challenges of Cutting Costs While Maintaining Quality and Customer Satisfaction

2018 ◽  
pp. 1-16
Author(s):  
Dick Verbeek
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Chain Management ◽  
Cruise Line ◽  
Management Issues

This case study has been developed to facilitate discussion about current supply chain management issues and potential solutions. The scenario presented in this case is very representative of the pressures experienced by supply chain managers. Namely, the need to reduce costs while maintaining quality and customer service. This case presents some unusual challenges and constraints that are unique to the cruise line industry. These constraints can provide an opportunity to explore new supply chain paradigms.

Customer Satisfaction with Massage Service (Sport Personnel and General)

2021 ◽  
Vol 1 (2) ◽  
pp. 109-114
Author(s):  
Iskandar ◽  
Y. Tovan Juni Samudro ◽  
Uray Gustian
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
General Practitioners ◽  
Direct Evidence ◽  
Research Data ◽  
Descriptive Research ◽  
Ex Post ◽  
Ex Post Facto ◽  
Quantitative Descriptive ◽  
Descriptive Statistical Analysis

The problem in this study is how the level of customer service satisfaction for massage for sports / general practitioners. This study aims to see the level of customer satisfaction with massage services (sports and general practitioners) with variables 1. Reliability (reliability), 2. Responsiveness (responsiveness), 3. Assurance (assurance), 4. Empathy (empathy), 5. direct evidence (tangibles). Ex post facto quantitative descriptive research design for customers who had received massage services from October 2020 to February 2021. The instrument is in the form of a questionnaire in descriptive statistical analysis. The results of the research data concluded that the level of customer satisfaction in the very satisfied category was 91% and 7% satisfied.

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