Optimizing ISO 9001: 2015 Implementation with Swot and QSPM Method

PT Saba Indomedika Jaya obtained results that indicate an indication of strategic initiatives that are still ineffective to be implemented in supporting the success of the process and requirements of the ISO 9001: 2015 clause in the 2018 and 2019 audits. Therefore, it is necessary to identify alternative strategies and determine priority strategies to optimize ISO 9001: 2015 at PT Saba Indomedika Jaya. The research method used is the descriptive qualitative method using SWOT analysis tools (Strengths, Weaknesses, Opportunities, and Threats) and QSPM (Quantitative Strategic Planning Matrix). There were 12 alternative strategies to optimize the ISO 9001: 2015 quality management system using the SWOT matrix (Strengths, Weaknesses, Opportunities, Threats). After going through three stages of strategic management planning that uses QSPM (Quantitative Strategic Planning Matrix) as a tool for selecting the main alternative strategy, the main strategy is obtained, which has the highest attractiveness value of 5.6619, namely creating a competency matrix and conducting training to reduce competency gaps. between employees.

Determinants of Organizational Citizenship Behavior of Contract Employees

This study aims to analyze the effect of intrinsic motivation on job satisfaction and OCB and the effect of job satisfaction on OCB. This study also aims to analyze the indirect effect of intrinsic motivation on OCB through job satisfaction. The study was conducted at the Secretariat of the Regional People’s Representative Council (DPRD) of Badung Regency. Data were collected by means of questionnaire using five scales, distributed to 143 contract employees. Before being fully disseminated, data quality testing was carried out using SPSS 20 to ensure the questionnaire was valid and reliable. The data collected were analyzed using descriptive and inferential analysis with WarpPLS. The results shows that intrinsic motivation plays an important role in increasing job satisfaction and OCB. Additionally, job satisfaction is also proven to be able to increase OCB. Furthermore, intrinsic motivation indirectly has an important role in increasing OCB through job satisfaction.

Intention to Use Self-Service Technology Based on Basic Human Needs

In the context of technology developing in the society, Self-service technologies (SSTs) are becoming increasingly popular in retailing contexts, public service, banking, ticketing, parking, tourism, etc. Previous theories of SST adoption have largely ignored the basic human needs, such as competence, autonomy and relatedness that drive customer motivation and the use of SSTs in Indonesia. We address this theoretical gap and examine self-determination theory (SDT) to the Self Service Technology in general. Based on the argument proposed by SDT, self-determined motivation is hypothesized to mediate the relationships between autonomy, competence, and perceived anonymity, and the intention to use SSTs. Data collected from respondents form a structural equation model and support these hypotheses. This research shows that there is relation autonomy and competence to self determination and adoption intention to SSTs. There is no good relation anonymity to self determination and adoption intention to SSTs. There is relation Self Determination to adoption intention to SSTs. Self Determination mediate relationship of autonomy and competence on adoption intention, but Self Determination is not good mediation relationship of perceived anonymity on adoption intention to SSTs.

Minimizing Fraud Behavior through Leadership Based on Tri Kaya Parisudha and Good Corporate Governance

Fraudulent behavior can interfere with business continuity, therefore it needs to be minimized and even eliminated. This research tries to offer a solution to minimize fraudulent behavior through the implementation of leadership based on Tri Kaya Parisudha and Good corporate governance (GCG). The research was conducted at 94 Multipurpose Cooperatives in Bali. Research respondents were cooperative managers in each cooperative that was the research location. Data collection was carried out by distributing questionnaires to respondents via Google Form. The collected data will then be processed using the SmartPLS program. The results of hypothesis testing show that leadership based on Tri Kaya Parisudha has a significant positive effect on GCG, but has no significant effect on Fraud Behavior. On the other hand, GCG shows a significant negative effect on fraudulent behavior. Furthermore, GCG acts as a full mediator in the leadership relationship based on Tri Kaya Parisudha with Fraud Behavior.

The Role of Perceived Usefulness, Customer Satisfaction, and Emotional Stability, to Continuance Intention of C2c Online Shop in Surabaya

Fenomenon of C2C online shop which is currently in high demand by customers, has effect to the increasing with the amount an level of competition between companies. The purpose of this study is to examine the factors that can influence continuance intention of C2C online shop. The population in this study is consumer of C2C online shop in Surabaya city, and the research sample being C2C online consumers who have bought at least 1 transaction in a minimum period of 1 year purchased by 100 people. The method used in this study is a quantitative method, with PLS (Partial Least Square) analysis technique. The results showed that perceived usefulness and customer satisfaction has effect to the continuance shop intention. Perceived usefulness has effect to the customer satisfaction. Emotional stability has not effect in moderating perceived usefulness into the customer satisfaction. Customer satisfaction has effect tn mediating of the perceived usefulness into the continuance shop intention . The research implications show that continuance shop intention can increase customer purchase transactions at C2C online Shop. Keyword: Continuance shop intention, Customer satisfaction, Perceived usefulness, Emotional stability, C2C Online shop

The Effect of Ethics and Work Environment on Loyalty Through Employee Satisfaction and Commitment

This study aims to prove whether work ethics and work environment variables significantly influence employee loyalty through job satisfaction and employee commitment to Nurul Hayat Surabaya employees. Data collection in this study used a questionnaire with a total sample of 75 employees at the Nurul Hayat Surabaya Foundation. Criteria for respondents in this study were employees of the Nurul Hayat Surabaya foundation who had worked more than one year. Sampling uses Non Probability Sampling with saturated sampling technique or often also called a census. This research uses a quantitative approach with SEM Partial Least Squares analysis method. Exogenous variables in this study are work ethics and work environment, mediating variables used are employee satisfaction and commitment, while the endogenous variables used are employee loyalty. The findings of this study indicate that the intervening variable, namely job satisfaction, does not significantly influence endogenous variables, namely the employee loyalty of the Nurul Hayat Foundation in Surabaya and employee commitment has a significant effect on the endogenous variable, namely the employee loyalty of the Nurul Hayat Foundation in Surabaya. Exogenous variables of work ethics and work environment have a significant effect on endogenous variables, namely employee loyalty of Nurul Hayat Foundation, Surabaya. Suggestions for further research are expected to increase the scope of research subjects with the same characteristics of respondents.

The Role of Family Involvement in Moderating The Relationship Between Company Characteristics and Dividend Policy in Indonesia

This study seeks out the relationship between the characteristics of companies and dividend policy, as well as the role of family involvement as a moderator of such relationships. This study utilized a purposive sampling method. We conducted the analysis by multiple linear regression and moderated regression analysis. The number of samples in this study is 192 observations in non-financial companies listed on the LQ45 index. The Result shows that profitability, size, and investment opportunities have a positive effect on dividend payout ratio. Meanwhile, financial leverage has a negative relationship with the dividend payout ratio. Family involvement weakens the positive influence of profitability on dividend policy but strengthens the positive effect of investment opportunities. Family involvement does not moderate the effect of size, and financial leverage on dividend policy.

E-S-Qual and E-Recs-Qual Toward Customer Satisfaction, Trust and Loyalty in Electronic Banking Services During The Covid-19 Pandemic

During the pandemic, many countries adopted physical & social distancing policies, lockdowns, or territorial quarantine. Therefore the use of electronic banking services has increased sharply, including in developing countries such as Indonesia. Electronic banking services that are popularly used by many customers are in the form of internet banking and mobile banking. This study aimed to analyze; 1) the impact of the core online service quality (E-S-QUAL) on customer satisfaction, 2) the effect e-recovery service quality (E-RecS-QUAL) on satisfaction, 3) the effect of satisfaction on customer trust and 4) the effect of trust on customer loyalty. This research is causality research or explanatory research. The data collected by survey method to 120 respondents from customers who are registered users of e-banking (i.e. internet banking or mobile banking) from Mandiri, BCA, and Bukopin Bank. The results showed that the core online service quality (E-S-QUAL) and e-recovery service quality (E-RecS-QUAL) proved to have a positive influence on customer satisfaction. This research also proves the strong positive relationship between satisfaction and trust, as well as trust also has been shown to have a strong influence on customer loyalty.

Implementation of Operational Risk Management to Mitigate Employee Fraud in Banking Companies: Case Study at PT AAA

Penelitian ini bertujuan untuk menggambarkan potensi kerugian akibat tindakan Fraud internal karyawan dengan menggunakan studi kasus pada PT AAA di tahun 2020 beserta mitigasinya. Data yang digunakan adalah data kerugian bulanan yang dialami PT AAA periode 2012 sampai dengan 2019. Metode penelitian yang digunakan adalah metode kuantitatif dan kualitatif. Metode kuantitif dilakukan dengan melakukan analisis perhitungan terhadap data primer, sedangkan metode kualitatif dilakukan dengan melakukan wawancara terhadap beberapa narasumber. Untuk mengukur potensi kerugian, penelitian ini menggunakan rumus Monte Carlo dan proses perhitungan potensi kerugian dibantu dengan software Easyfit . Hasil penelitian ini menunjukan bahwa potensi kerugian yang berasal dari risiko operasional akibat tindakan fraud oleh internal karyawan dengan confidence level sebesar 95% adalah Rp 44.880.958.735,-, atau 9% dari laba bersih. Penelitian ini juga merumuskan risk register agar dapat menjadi acuan mitigasi risiko terkait sehingga mengurangi potensi kerugian dan meningkatkan nilai perusahaan.

Determinant of Nurse Performance in the Era of the COVID-19 Pandemic in Bali

During the COVID-19 pandemic, medical personnel received much heavier workload than normal. On top of it, stigma and low appreciation of the community for medical personnel leads to increase of both physical and psychological pressure. The purpose of this study is to analyze the effect of leadership, workload, and work environment on nurse satisfaction and performance. The sample in this study were 246 nurses who worked at Bali Mandara Hospital. Data was collected through questionnaire distributed online using google form platform and the data was processed using SmartPLS 3.2.1. The results of the study found that: (1) leadership, workload, and work environment had a positive and significant effect on nurses' job satisfaction; (2) leadership and nurse satisfaction have a positive and significant effect on nurse performance, workload has a negative and significant effect on nurse performance, and work environment has no effect on nurse performance; and (3) nurse job satisfaction mediates the influence of leadership, work load, and work environment on nurse performance.