scholarly journals Analisis Customer Experience Dengan Importance Performance Analysis (IPA) – Suatu Studi Pada Pelanggan Telkom Indihome Regional III Bandung

2018 ◽  
Vol 5 (2) ◽  
pp. 1-12
Author(s):  
Muh. Haerdiansyah Syahnur ◽  
Moch. Soeharijanto ◽  
Lili Tazlie
Keyword(s):  
Performance Analysis ◽  
Care Service ◽  
Customer Experience ◽  
Company Performance ◽  
Customer Expectations ◽  
Care Services ◽  
Customer Care ◽  
Analysis Technique ◽  
And Performance ◽  
Service Fulfillment

This research was conducted to determine the comparison between customer expectations and company performance. The object of this research is Telkom IndiHome product customer care service by taking the subjects of 100 Telkom IndiHome Regional III Telkom customers who have interacted with Telkom IndiHome customer care services. The results obtained from the comparison between expectations and performance obtained a level of suitability of 69.215%. Furthermore, from the analysis technique of Importance Performance Analysis (IPA), there are eight attributes that are in the top priority of the company to be improved, the two most important things are: the accuracy of service fulfillment as promised and the speed of resolution of the disturbance. Penelitian ini dilakukan untuk mengetahui perbandingan antara harapan pelanggan dan kinerja perusahaan. Objek penelitian kali ini adalah pelayanan customer care produk Telkom IndiHome dengan mengambil subyek 100 pelanggan Telkom IndiHome Regional III Kota Bandung yang pernah melakukan interaksi kepada layanan customer care Telkom IndiHome. Hasil yang diperoleh dari perbandingan antara harapan dan kinerja didapatkan tingkat kesesuaian sebesar 69,215%. Selanjutnya dari teknik analisis Importance Performance Analysis (IPA) maka terdapat delapan atribut yang berada pada prioritas utama perusahaan untuk dilakukan peningkatan, dua hal yang paling penting diantaranya adalah : ketepatan pemenuhan layanan sesuai yang dijanjikan dan kecepatan penyelesaian gangguan.

scholarly journals Automatic Speech Recognition in Mobile Customer Care Service

2015 ◽  
Vol 4 (01) ◽  
pp. 07-11
Author(s):  
Ms. Pooja Sahu
Keyword(s):  
Speech Recognition ◽  
Automatic Speech Recognition ◽  
Care Service ◽  
Recognition System ◽  
Care Services ◽  
Mobile Shopping ◽  
Customer Care ◽  
The One ◽  
The Individual ◽  
The Voice

In the project an automatic speech system is used in mobile customer care   services. In existing  mobile  customer care  services, customer  have  to  wait for 4 to 5 minutes  to get  into the  option  what   they  want to  inquire. Based on the requirement, we go for filtering the incoming calls. Persons who require particular data are dynamically move to speech recognition system that identifies the type of the enquiry chosen. Speech recognition is the one which dynamically identifies the individual speaking based on analyzing the speech waves. It helps in identifying the voice of the speaker to know the recognized user. It also helps in accessing services like telephone banking, mobile shopping, database services and securing the information which is confidential.

scholarly journals PENGARUH PELATIHAN TERHADAP KINERJA KARYAWAN PT. DAHANA (PERSERO) SUBANG

2020 ◽  
Author(s):  
Ine Mariane ◽  
Iwan Henri Kusnadi ◽  
Muhammad Rifqi Baihaqi
Keyword(s):  
Employee Training ◽  
Decisive Role ◽  
Interaction Coefficient ◽  
T Test ◽  
Coefficient Of Determination ◽  
Company Performance ◽  
Assistance Program ◽  
Analysis Technique ◽  
Simple Regression Analysis ◽  
And Performance

Karyawan sebagai aset perusahaan dengan peranannya yang sangat menentukan berhasil tidaknya perusahaan dalam mencapai tujuannya. Dalam memperoleh karyawan yang berkinerja baik perusahaan harus mengadakan pelaksanaan pelatihan, yang berfungsi untuk meningkatkan kemampuan karyawan dalam bekerja. Penelitian ini dilakukan pada karyawan PT. Dahana (Persero) Subang. Fenomena yang terjadi adalah  kinerja  yang  dihasilkan  karyawan  masih rendah.  Hal tersebut ditandai dengan pencapaian kinerja yang tidak sesuai dengan target, dan kurangnya keterampilan pada karyawan. Penelitian ini bertujuan untuk mengetahui adakah pengaruh pelatihan terhadap kinerja karyawan PT. Dahana (Persero) Subang dan menggunakan metode deskriptif  dan  kausal dengan sampel  berjumlah 66 orang responden dan  juga  menggunakan bantuan  program aplikasi SPSS 18  for windows. Teknik analisis yang digunakan adalah koefisien korelasi  pearson  product  moment  dan  analisis  regresi  sederhana.  Pengujian hipotesis menggunakan uji t-test untuk melihat pengaruh secara parsial. Hasil  penelitian  menunjukkan  bahwa  gambaran  pelatihan dan kinerja pada  PT. Dahana (Persero) Subang sudah optimal. Pelatihan dan kinerja karyawan PT. Dahana (Persero) Subang memiliki  pengaruh  dengan koefisien  korelasi  sebesar  0,251. Kemudian berdasarkan hasil perhitungan R Square atau koefisien  determinasi  sebesar  6,3,% memiliki  arti  bahwa  kinerja  karyawan  PT. Dahana (Persero) Subang  dipengaruhi  oleh  pelatihan  sebesar  6,3%. Penulis merekomendasikan  agar  perusahaan  meningkatkan  pemberian  program pelatihan guna menunjang kinerja perusahaan.   Employees as company assets with a very decisive role the success or failure of the company in reaching agreement. In accepting employees who perform well the company must conduct training, which works to improve the ability of employees to work. This research was conducted on the employees of PT. Dahana (Persero) Subang. The phenomenon that occurs is that the performance produced by employees is still low. This is indicated by the success that is not in accordance with the target, and the lack of skills in employees. This study aims to determine whether there are training objectives on the performance of employees of PT. Dahana (Persero) Subang and uses descriptive and causal methods with a sample across 66 respondents and also using the help of the SPSS 18 application program for windows. The analysis technique used is the Pearson product moment conversion coefficient and simple regression analysis. Hypothesis testing uses t-test to see the effect partially. The results showed an overview of training and performance at PT. Dahana (Persero) Subang is optimal. PT. Dahana (Persero) Subang Employee training and performance. PT. Dahana (Persero) Subang has an influence with an interaction coefficient of 0.251. Then based on the results of the calculation of R Square or the coefficient of determination of 6.3,% has a meaning about the performance of the employees of PT. Dahana (Persero) Subang was determined by training at 6.3%. The author agrees that the company enhances the assistance program training to support company performance.  

scholarly journals WORKING OF ACONTEXT-AWARE CONVERSATIONAL ENTITY

2017 ◽  
Vol 10 (13) ◽  
pp. 202
Author(s):  
Pragya Shrivastava ◽  
G Bharadwaja Kumar
Keyword(s):  
Question Answering ◽  
New Technologies ◽  
Care Service ◽  
Communication Process ◽  
Context Aware ◽  
Human Intervention ◽  
Care Services ◽  
Customer Care ◽  
The World ◽  
Care Assistance

Abstract —  Introduction of new technologies in to the world is increasing rapidly and in order to assist the users to get equipped with such technologies industries are providing customer care services. Contacting a customer care service is subjective to several overheads of selecting options from a listed set, waiting for the switching between selections and awaiting the support of a customer care executive as the process usually requires a human intervention. Hence, a substitute for a personnel is required by the IT industries in order to automate the communication process in assisting the customers. Chatbots with context aware question-answering capabilities can be viewed as a good solution to such customer-care assistance. Development of a chatbot and the complexities involved in getting it to work effectively is delineated in this paper.

scholarly journals Analysis of customer satisfaction to quality of service using Importance Performance Analysis (IPA) on PT. Telekomunikasi Indonesia. (Case study Telkom Divre IV Central Java & Yogyakarta)

2018 ◽  
Vol 49 ◽  
pp. 01011
Author(s):  
Arlita Rahma Widyasrini ◽  
Nia Budi Puspitasari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Poor Performance ◽  
Company Performance ◽  
Quality Service ◽  
Customer Expectations ◽  
Central Java ◽  
Customer Dissatisfaction

PT. Telekomunikasi Indonesia, Tbk. (PT.Telkom) always serve to provide the best service to customers. Analysis of company performance based on customer satisfaction with the results of research can be done service improvements that are not in accordance with customer expectations and foster customer loyalty and improve the competitiveness of the company PT. Telkom Divre IV Central Java & Yogyakarta. The number of fast subscribers for the 201X period is 252,946 calls. Total quantity of product in Semarang if compared to quantity, if in the long term can cause customer dissatisfaction which resulted the change of customer to company, hence needed analysis which aim for service quality, service quality service analysis perceived by customer, and analysis the level of customer satisfaction PT. Telkom Divre IV Central Java & Yogyakarta. The method used in measuring consumer satisfaction is the method of Importance Performance Analysis (IPA), comparing the expectation of customers with the performance of the company. The use of IPA methods can identify attributes with poor and existing performance from users, and determine the steps of important attributes that still have poor performance, thus the results of the study provide recommendations to PT. Telkom Divre IV Central Java & Yogyakarta.

scholarly journals The Relationship Between Good Corporate Governance and Performance of Most Liquid Stocks in Indonesia

2020 ◽  
Vol 11 (1) ◽  
pp. 137
Author(s):  
Abdul Karim ◽  
Agus Purwanto
Keyword(s):  
Corporate Governance ◽  
Audit Quality ◽  
Stock Exchange ◽  
Foreign Ownership ◽  
Company Performance ◽  
Positive Effects ◽  
Good Corporate Governance ◽  
Analysis Technique ◽  
New Perspective ◽  
And Performance

The purpose of this study is to analyze the influence of independent commissioners, managerial ownership, foreign ownership, debt, and audit quality on the performance of company shares included in LQ 45 on the Indonesia Stock Exchange. The research sample is LQ 45 companies that issued financial statements as much as 120 companies with analysis technique used is multiple regression with one dependent variable and five independent variables. The results showed that foreign ownership, debt and audit quality have significant and positive effects on company performance. Moreover, the insider share ownership and the composition of independent commissioners were proven to not significantly affect company performance. This finding is practically useful to expand the possibility of foreign ownership, facilitate regulation of debt and quality audit obligations to improve stock performance. This study offers a new perspective on the implementation of good corporate governance in the context of the performance of liquid stocks on the stock exchange.

PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA PERUSAHAAN MELALUI PERILAKU PRODUKTIF KARYAWAN PADA PT. TOMORROW’S ANTIQUES INDONESIA

2019 ◽  
Vol 1 (2) ◽  
pp. 1-20
Author(s):  
I Wayan Suartina ◽  
Ni Nyoman Adityarini Abiyoga Vena Swara ◽  
Ni Luh Sri Astiti
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Path Analysis ◽  
Quantitative Method ◽  
Descriptive Analysis ◽  
Company Performance ◽  
Total Quality ◽  
Analysis Technique ◽  
Z Value

This study aims to determine the effect of Total Quality Management (TQM) on employee productive behavior and company performance at PT. Tomorrow’s Antiques Indonesia. This study uses a quantitative method with a sample of 104 employees. Data was collected by observation, interviews, documentation, literature, and questionnaires. The analysis technique used descriptive analysis, path analysis (analysis path), and sobell test. The results of the total quality management (TQM) research have a positive and significant effect on employee productive behaviour at PT. Tomorrow's Antiques with coefficient of 0.986 and a sig value of 0.00 <0.05; employee productive behavior has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.606 and a sig value of 0.00 <0.05; total quality management (TQM) has a positive and significant effect on company performance at PT. Tomorrow's Antiques with coefficient of 0.396 and a sig value of 0.00 <0.05, and employee productive behaviour can mediate the effect of total quality management (TQM) on company performance at PT. Tomorrow's Antiques with Z value (17,311) > Z table (1,96).

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

Sign in / Sign up

Export Citation Format

Share Document