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Pemulihan Layanan Melalui Customer Affection Pada Kepuasan Penanganan Keluhan Mitra Pengemudi Online Isti Riana Dewi; Ni Wayan Fitriana Ayu Lestari; Dewi Anggun Puspitarini
JURNAL MANEKSI Vol 10, No 1 (2021): Juni 2021
Publisher : Politeknik Negeri Ambon

Complaints from online driver-partners against online transportation companies tend to occur frequently about the services provided. Online transportation companies are required to reduce service failures that occur. The complaints from the driver-partners themselves are seen to have fluctuated. However, the complaints that occur do not prevent new enthusiasts from joining as partners. The purpose of this study was to determine the effect of service recovery on complaint handling satisfaction and customer affection as a mediator. The unit of analysis is Grab driver who visited the Banyumas service office during the past year. The number of respondents in this research is 204, the questionnaire as an instrument, and the analysis technique uses Structural Equation Modeling. The results found that there is a positive effect of distributive justice, procedural justice, and interactional justice on the satisfaction of online driver-partners. Then, distributive justice, procedural justice, and interactional justice have a positive effect on online driver-partner satisfaction mediated by customer affection.

Pengaruh Kompensasi, Kompetensi, Dan Motivasi Pada Produktivitas Kerja Pegawai Pt. Jasa Marga (Persero) Tbk. Cabang Palikanci Ni Wayan Fitriana Ayu Lestari; Isti Riana Dewi; Aan Kanivia
Jurnal Manajemen dan Bisnis Jayakarta Vol 3 No 1 (2021): Vol. 03 No. 01 Juli 2021
Publisher : Sekolah Tinggi Ilmu Ekonomi Jayakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53825/jmbjayakarta.v3i1.79

There is job dissatisfaction that some employees at PT. Jasa Marga (Persero) Tbk. The Palikanci branch resulted in low work productivity. This study took a sample of 58 employee respondents. The technique of taking using purposive sampling was collected through a questionnaire instrument aimed to determine the effect of compensation, competence, and motivation on work productivity. The analysis technique uses multiple regression analysis. It was found that there was a positive and significant influence between the variables of compensation, competence, motivation on work productivity at PT. Jasa Marga (Persero) Tbk. Palikanci branch either partially or simultaneously. So it is necessary to pay attention to the company so that it can pay more attention to the amount of compensation given and appreciation of employee competence to increase work productivity. Likewise, high motivation must be evaluated to increase work productivity which will help the company achieve its goals.

Pengaruh Kepuasan Kerja dan Beban Kerja Terhadap Kinerja Karyawan pada BT Batik Trusmi Aan Kanivia; Ni Wayan Fitriana Ayu Lestari; Nurmaulana Rifki Abdullah
Jurnal EBI Vol 3, No 1 (2021): Jurnal Ekonomi Bisnis dan Industri
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Catur Insan Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52061/ebi.v3i1.33

This study discusses how job satisfaction and workload affect employee performance at BT Batik Trusmi. The purpose of this study is to identify job satisfaction and workload that can affect employee performance at BT Batik Trusmi. The sampling technique used a questionnaire with a total of 80 respondents who are employees of BT Batik Trusmi. The independent variable in this study (X1) job satisfaction (X2) workload, while the dependent variable in this study is employee performance (Y). The analytical test tool used is SPSS 20 multiple regression analysis method. The results are job satisfaction has a positive effect on employee performance at BT Batik Trusmi, workload has a positive effect on employee performance at BT Batik Trusmi and job satisfaction and workload simultaneously have a positive influence on employee performance at BT Batik Trusmi.

Pemulihan Layanan Melalui Customer Affection Pada Kepuasan Penanganan Keluhan Mitra Pengemudi Online Isti Riana Dewi; Ni Wayan Fitriana Ayu Lestari; Dewi Anggun Puspitarini
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 10 No. 1 (2021): Juni 2021
Publisher : Politeknik Negeri Ambon

Complaints from online driver-partners against online transportation companies tend to occur frequently about the services provided. Online transportation companies are required to reduce service failures that occur. The complaints from the driver-partners themselves are seen to have fluctuated. However, the complaints that occur do not prevent new enthusiasts from joining as partners. The purpose of this study was to determine the effect of service recovery on complaint handling satisfaction and customer affection as a mediator. The unit of analysis is Grab driver who visited the Banyumas service office during the past year. The number of respondents in this research is 204, the questionnaire as an instrument, and the analysis technique uses Structural Equation Modeling. The results found that there is a positive effect of distributive justice, procedural justice, and interactional justice on the satisfaction of online driver-partners. Then, distributive justice, procedural justice, and interactional justice have a positive effect on online driver-partner satisfaction mediated by customer affection.

IMPLEMENTATION OF CULTURE ORGANIZATION FOR INCREASING CUSTOMER SATISFACTION AT PT BANK RAKYAT INDONESIA UNIT PLUMBON Ni Wayan Fitriana Ayu Lestari; Isti Riana Dewi
Jurnal EBI Vol 5, No 2 (2023): Jurnal Ekonomi Bisnis dan Industri
Publisher : Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52061/ebi.v5i2.169

The BRI Unit Plumbon Branch Office is a branch office that has a branch office service function in Cirebon. BRI branch offices are branch offices that carry out the function of collecting funds from the public in the form of savings and distributing them to the public in the form of credit or other means to improve people's lives. This study aims to identify and analyze the organizational culture model and the application of organizational cultural values at PT. Bank Rakyat Indonesia Cirebon Plumbon Unit so that they know what needs to be repaired and maintained. Organizational culture models and the application of organizational cultural values were identified and analyzed from organizational structure, human resource management policies, integrity, professionalism, customer satisfaction, exemplary and respect for human resources. This researcher used a purposive sampling technique. Data collection methods in-depth interviews and documentation. The results show that the organizational culture model and the application of organizational cultural values tend to show problems in terms of integrity and professionalism. The value of integrity tends to be lacking because the tenure is too short for contract workers, so organizational culture is not well understood, especially those at the forefront of service. Professionalism shows that most of the frontline services are contract workers who are given short training, so that knowledge of BRI products is lacking.Keywords: customer satisfaction, organizational culture, organizational cultural values

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