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All Journal REMITTANCE: JURNAL AKUNTANSI KEUANGAN DAN PERBANKAN Kompleksitas: Jurnal Ilmiah Manajemen, Organisasi, dan Bisnis
Erman Sutandar
Institut Teknologi dan Bisnis (ITB) Swadharma
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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STRATEGI PEMASARAN PRODUK TABUNGAN BRITAMA PADA PT. BANK RAKYAT INDONESIA (PERSERO) TBK KANTOR CABANG BINTARO Indri Damayanti; Rosalina Ayudia; Erman Sutandar
REMITTANCE: JURNAL AKUNTANSI KEUANGAN DAN PERBANKAN Vol 2, No 2 (2021): REMITTANCE DESEMBER 2021
Publisher : Institut Teknologi dan Bisnis Swadharma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56486/remittance.vol2no2.168

Abstract

Marketing is an institutional activity as a process for creating, communicating, delivering, and exchanging products or services that have value for customers, clients, partners, and society at large. The purpose of the study was to examine the right strategy in marketing the Britama savings product at PT. BRI (Persero) Tbk Bintaro Branch Office. This research is qualitative research with field study method and literature study. The results of the research are strategies that can be carried out to increase sales of Britama savings products, namely by using Personal Selling, Advertising, Publicity, Sales Promotion, Mass Selling, Merchant Cooperation Program Expansion, and Sponsorship & Exhibition strategies. The reason for combining these strategies is because BritAma's savings position is in the product life cycle, which is in the introduction stage
STRATEGI PROMOSI UNTUK MENINGKATKAN JUMLAH NASABAH PADA PT. BANK TABUNGAN NEGARA Erman Sutandar; Siti Maryam; Nugroho Agung Prasetyo
KOMPLEKSITAS: JURNAL ILMIAH MANAJEMEN, ORGANISASI DAN BISNIS Vol 11, No 1 (2022): KOMPLEKSITAS EDISI JUNI 2022
Publisher : ITB Swadharma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56486/kompleksitas.vol11no1.218

Abstract

The purpose of this study was to find out how the implementation of the Bank's promotional tactics and strategies in increasing the number of customers, especially at PT.  Bank Tabungan Negara (Persero) Tbk. The method used is field research (field research) which is descriptive in nature, namely describing events that occur in the field by trying to describe, tell, and interpret the promotional strategies carried out by PT.  Bank Tabungan Negara (Persero) Tbk. Using descriptive data analysis techniques, the analysis of the data obtained is not stated in statistics, but in qualitative form. From the research results, it can be seen that the promotional activities implemented by the Bank are through; (1) Advertising, (2) Sales promotion, (3) Personal selling, and (4) Public relations. The promotional strategy applied by canvassing is that the bank goes directly to prospective customers who are throughout the Jakarta area. Going forward, we will continue to strive to create the latest innovations by utilizing social media as a step to get closer to our customers. Increase Marketing training for marketers to improve marketing skills and marketing strategies for service companies and be guided by competent instructors in the field of marketing.Tujuan penelitian ini adalah untuk mengetahui bagaimana penerapan taktik dan strategi promosi Bank dalam meningkatkan jumlah nasabah khususnya di PT.  Bank Tabungan Negara (Persero) Tbk. Metode yang digunakan adalah penelitian lapangan (field research) yang bersifat deskriptif yaitu menggambarkan kejadian ysng terjadi dilapangan dengan mencoba menggambarkan, menuturkan, dan menafsirkan strategi promosi yang dilakukan oleh PT. Bank Tabungan Negara Persero. Menggunakan teknik analisa data deskriptif, analisa data yang diperoleh tidak dituangkan dalam statistik, namun dalam bentuk kualitatif. Dari hasil penelitian, dapat diketahui bahwa kegiatan promosi yang diterapkan oleh Bank melalui;  (1) Periklanan, (2) Promosi penjualan, (3) Penjualan perorangan, (4) Hubungan masyarakat.  Strategi promosi yang diterapkan dengan melakukan Canvassing yaitu pihak bank mendatangi langsung calon nasabah yang berada di seluruh wilayah jakarta.  Kedepannya terus berusaha dalam menciptakan inovasi-inovasi terbaru dengan memanfaatkan media sosial sebagai langkah untuk mendekatkan diri dengan nasabah.  Memperbanyak pelatihan-pelatihan Marketing kepada tenaga pemasar untuk meningkatkan keterampilan pemasaran dan strategi pemasaran untuk perusahaan jasa serta dipandu oleh instruktur yang berkompeten di bidang pemasaran.
STRATEGI PENINGKATAN STANDAR LAYANAN CUSTOMER SUPPORT DALAM UPAYA MENURUNKAN KELUHAN PELANGGAN (STUDI KASUS PT. ENERREN TECHNOLOGIES) Mungky Hendriyani; Erman Sutandar; Rhadika Gita Syaitavi
KOMPLEKSITAS: JURNAL ILMIAH MANAJEMEN, ORGANISASI DAN BISNIS Vol 11, No 2 (2022): KOMPLEKSITAS EDISI DESEMBER 2022
Publisher : ITB Swadharma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56486/kompleksitas.vol11no2.243

Abstract

This study aims to determine a strategy for improving customer support service standards to reduce customer complaints of PT. Enerren Technologies uses the ITIL V3 Service Operation framework at the Incident Management stage. This research was conducted in January – March 2022 using qualitative research methods. The data used in this study is primary data with data collection techniques through observation, interviews, and questionnaires. The results of this study indicate that the current conditions of the incident management process still have not been fulfilled, such as recording complaints and customer requests in one place, giving incident priority only based on complaints that have been forwarded to the relevant team but have not been handled until now. In the service management process, there are several human resources involved in handling incidents, fulfilling requests, managing access, monitoring service status, and determining service problems. PT. Enerren Technologies uses Key Performance Indicators (KPIs) as a performance appraisal of its employees, including the customer support department. The results of the performance assessment show that customer support has provided good performance. This can be seen from the decrease in customer complaints over the last 5 months. This means that the strategy and performance of customer support are following the ITIL V3 standard in reducing the number of customer complaints..Penelitian ini bertujuan untuk menentukan strategi peningkatan standar layanan Customer Support dalam upaya menurunkan keluhan pelanggan PT. Enerren Technologies menggunakan kerangka ITIL V3 Service Operation pada tahapan Incident Management. Penelitian ini dilakukan pada bulan Januari – Maret 2022 menggunakan metode penelitian kualitatif. Data yang digunakan dalam penelitian ini adalah data primer dengan teknik pengumpulan data melalui observasi, wawancara dan kuesioner. Hasil penelitian menunjukan bahwa kondisi saat ini dalam proses pengelolaan incident management masih terdapat beberapa proses yang belum terpenuhi, seperti pencatatan antara keluhan dan permintaan pelanggan berada dalam satu tempat, pemberian prioritas insiden hanya berdasarkan keluhan yang sudah diteruskan ke team terkait, namun belum ditangani sampai waktu yang telah ditentukan (tidak berdasarkan urgency). Dalam proses pengelolaan layanan yang dilakukan terdapat beberapa SDM yang terlibat dalam penanganan insiden, pemenuhan permintaan, pengelolaan akses, pemantauan status layanan, hingga penentuan problem layanan. PT. Enerren Technologies menggunakan Key Performance Indicator (KPI) sebagai penilaian kinerja terhadap para karyawannya termasuk departemen customer support. Hasil penilaian kinerja menunjukan bahwa customer support telah memberikan kinerja yang baik. Hal ini terlihat dari keluhan pelanggan selama 5 bulan terakhir mengalami penurunan. Artinya, strategi dan kinerja customer support sudah sesuai dengan standar ITIL V3 dalam menurunkan angka keluhan pelanggan.
Co-Authors Indri Damayanti Mungky Hendriyani Nugroho Agung Prasetyo Rhadika Gita Syaitavi Rosalina Ayudia Siti Maryam