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All Journal Jurnal Sinergitas PkM & CSR Jurnal Sains Sosio Humaniora MABIS: Manajemen dan Bisnis BALANCE: Economic, Business, Management and Accounting Journal Jurnal Fokus Manajemen Bisnis Jurnal Hurriah: Jurnal Evaluasi Pendidikan dan Penelitian Jurnal Muhammadiyah Manajemen Bisnis (JMMB)
Hendro Setyono
Fakultas Ekonomi Dan Bisnis, Universitas Ahmad Dahlan, Indonesia
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Mathematics Public Health Social Sciences

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MERANCANG DAN MENGEMBANGKAN MODEL KEPUASAN MAHASISWA PRODI MANAJEMEN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) BERDASARKAN VOICE OF CUSTOMER Hendro Setyono; Dyah Fitriani; Fitroh Adhilla
BALANCE: Economic, Business, Management and Accounting Journal Vol 13, No 02 (2016)
Publisher : UMSurabaya Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/blc.v13i02.1320

Abstract

ABSTRACTThe study program as part of the organization in the field of education needs to evaluate the quality of services provided to the customers, in this case to the students, non-educative employees, and educative employees. Evaluation of service quality can be done by finding gap or gap between actual service expected by student, non-educative employee, and educative employee, with perception of service quality received by students, non-educative employees, and educative employees. Based on this gap it can be seen whether or not fulfilled consumer expectations. Satisfaction occurs when consumer expectations are met, and conversely, dissatisfaction will occur when expectations are not metTherefore the quality of service should start from the customer's needs and end on the customer's perception. This shows that the quality of good service is not only seen from the perception of service providers, but also seen from the customer perception. While the customer perception of the quality of service is a comprehensive assessment of the benefits of a service.Quality Function Deployment (QFD) as a method for designing and developing products and services. The concept is how organizations design and develop products or services in accordance with the voice of customer and combined with the voice of engineer which is a reflection of the technical ability of the organization in fulfilling the customer's desire. In other words QFD is a tool to change customer expectations into production requirements. The essence is to translate the voice of the customer so that the organization knows what the customer needs and wants.The study of satisfaction with the QFD method is to measure perceptions of performance and expectations. If performance perceptions exceed expectations there will be satisfaction. Respondents in this study are 400 students of FEB UAD management program with sampelproportioned stratified sampling technique. The results showed satisfaction in mahsiswa using QFD method based on voice of customer.Keywords : Student satisfaction, Quality Function Deployment, Voice of customerCorrespondence to      : hendro.setyono@yahoo.com ABSTRAK  Program studi sebagai bagian dari organisasi di bidang pendidikan perlu melakukan evaluasi atas kualitas jasa pelayanan yang diberikan kepada pelanggan, dalam hal ini kepada para mahasiswa, karyawan non edukatif, dan karyawan edukatif. Evaluasi kualitas pelayanan dapat dilakukan dengan cara mencari kesenjangan atau gap antara pelayanan yang sesungguhnya diharapkan oleh mahasiswa, karyawan non edukatif, dan karyawan edukatif, dengan persepsi kualitas pelayanan yang diterima oleh mahasiswa , karyawan non edukatif, dan karyawan edukatif. Berdasarkan kesenjangan ini maka dapat diketahui terpenuhi atau tidaknya harapan konsumen. Kepuasan terjadi ketika harapan-harapan konsumen terpenuhi, dan sebaliknya, ketidakpuasan akan terjadi ketika harapan-harapannya tidak terpenuhiOleh karena itu kualitas pelayanan harus dimulai dari kebutuhan pelanggan dan berakhir pada persepsi pelanggan. Hal ini menunjukkan bahwa kualitas pelayanan yang baik bukan hanya dilihat dari persepsi penyedia jasa saja, melainkan dilihat juga dari persepsi pelanggan. Sedangkan persepsi pelanggan terhadap kualitas pelayanan merupakan penilaian menyeluruh atas keunggulan suatu jasa.Quality Function Deployment (QFD) sebagai metode untuk perancangan dan pengembangan produk dan jasa.  Konsepnya adalah bagaimana organisasi merancang dan mengembangkan produk atau jasa sesuai dengan voice of customer dan dipadukan dengan voice of engineer yang merupakan cerminan dari kemampuan teknis organisasi dalam memenuhi keinginan pelanggan tersebut.Dengan kata lain QFD merupakan alat untuk mengubah harapan pelanggan kedalam persyaratan-persyaratan produksi.  Esensinya adalah untuk menerjemahkan suara pelanggan agar organisasi mengetahui apa yang dibutuhkan dan diinginkan pelanggan.Penelitian kepuasan dengan metode QFD ini adalah untuk mengukur persepsi kinerja  dan harapan. Jika persepsi kinerja melebihi harapan maka akan terjadi kepuasan. Responden dalam penelitian ini sebanyak 400 mahasiswa program studi manajemen FEB UAD dengan teknik pengambilan sampelproportioned stratified sampling. Hasil penelitianmenunjukkan terjadi kepuasan pada mahsiswa dengan mengunakan metode QFD berdasarkan voice of customer.Kata kunci : Kepuasan mahasiswa, Quality Function Deployment, Voice of customerKorespondensi : hendro.setyono@yahoo.com
STRATEGI PENGEMBANGAN OBJEK WISATA GEMBIRA LOKA ZOO MELALUI PENDEKATAN SWOT ANALYSIS Dyah Fitriani; Hendro Setyono
JURNAL MUHAMMADIYAH MANAJEMEN BISNIS Vol 2, No 2 (2021): Jurnal Muhammadiyah Manajemen Bisnis (JMMB)
Publisher : Fakultas Ekonomi dan Bisnis UMJ

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24853/jmmb.2.2.115-122

Abstract

 Gembira Loka Zoo menjadi salah satu objek wisata di Kota Yogyakarta yang sangat diminati. Koleksi binatang yang banyak dan beragam menjadi salah satu daya tariknya. Selain itu beberapa atraksi yang diselenggarakan di Gembira Loka Zoo juga banyak diminati pengunjung. Di sisi lain keberadaan objek wisata serupa seperti Taman Safari, Mini Zoo dan beberapa desa wisata yang mengusung tema wisata alam perlu menjadi perhatian untuk perbandingan daya saing Gembira Loka Zoo.Tujuan penelitian ini adalah untuk mengetahui kekuatan, kelemahan, peluang dan ancaman serta strategi pengembangan Gembira Loka Zoo. Perumusan strategi pengembangan Gembira oka Zoo diawali dengan SWOT Analysis. SWOT Analysis digunakan untuk mengevaluasi kekuatan, kelemahan, peluang, dan ancaman yang dihadapi Gembira Loka Zoo. Setelah SWOT Analysis dilaksanakan, barulah dapat dirumuskan strategi pengembangan Gembira Loka Zoo
PROGRAM PENGEMBANGAN KEWIRAUSAHAAN (PPK) UNIVERSITAS AHMAD DAHLAN [ENTREPRENEURSHIP DEVELOPMENT PROGRAM OF UNIVERSITAS AHMAD DAHLAN] Ahmad Rizal Solihudin; Hendro Setyono; Hari Haryadi
Jurnal Sinergitas PKM & CSR Vol 3, No 2 (2019): April
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Entrepreneurship Develeopment Program (Pengembangan Kewirausahaan - PPK) at Universitas Ahmad Dahlan (UAD) aims to produce entrepreneurs who come from UAD students and alumni. This program is expected to produce new entrepreneurs with information technology as competitive advantage. The design of PPK UAD used Experiental Learning Method (ELM). This approach broadly gives treatment to students to get the experience, competence and basic character of entrepreneurs. This program is carried out by UAD lecturers and involves business practitioners and other institutions as well as the business community outside Universitas Ahmad Dahlan. Business practitioner partnets come from the financial, food, creative and information technology industries. The program also involved several business communities in Yogyakarta such as the Muhammadiyah and JCI Network. The implementation of PPK UAD includes management training and business expertise for tenants, especially in mastering IT business model and e commerce. In addition, internship to companies is also held as a benchmark of industry of each tenant. Tenants also receive business assistance and marketing facilities. PPK UAD activities in 2018 were followed by 20 tenants which were selected from 43 registrants. Tenant comes from PKM students, active students who pioneered new businesses and alumni. PPK UAD 2018 resulted in 5 new entrepreneur graduates ready to run the business. This new entrepreneur consists of 2 tenants who are very prepared with competitive advantages and 3 tenants who are ready to start new businesses.Bahasa Indonesia Abstrak: Program Pengembangan Kewirausahaan (PPK) di Universitas Ahmad Dahlan (UAD) bertujuan mencetak wirausaha yang berasal dari kalangan mahasiswa dan alumni UAD berbasis information technology (IT). Program ini diharapkan dapat menghasilkan wirausaha baru dengan teknologi informasi sebagai basis competitive advantage. Desain pelaksanaan PPK UAD menggunakan pendekatan metode Experimental Learning (EL). Pendekatan ini secara garis besar memberi treatment kepada mahasiswa untuk mendapat pengalaman, kompetensi dan karakter dasar entrepreneur. Program ini dilaksanakan oleh dosen UAD serta melibatkan praktisi bisnis dan institusi lain serta komunitas bisnis di luar Universitas Ahmad Dahlan. Praktisi bisnis berasal dari industri keuangan, pangan, kreatif dan teknologi informasi. Selain itu, kegiatan ini juga melibatkan beberapa komunitas bisnis di Yogyakarta seperti Jaringan Saudagar Muhammadiyah dan JCI. Aplikasi nyata dari PPK UAD antara lain berbentuk pelatihan manajemen dan keahlian bisnis bagi tenant terutama dalam penguasaan sistem business model dan pemasaran berbasis IT.  Selain itu, diadakan pula pemagangan pada perusahaan yang menjadi benchmark pada industri masing-masing tenant. Tenant juga mendapat pendampingan usaha dan fasilitas pemasaran produk. Kegiatan PPK UAD tahun 2018 diikuti 20 tenant yang merupakan hasil seleksi dari 43 pendaftar. Tenant berasal dari kalangan mahasiswa PKM, mahasiswa aktif yang merintis usaha baru serta alumni. Program Pengembangan Kewirausahan PPK UAD tahun 2018 menghasilkan 5 lulusan wirausahawan baru yang siap menjalankan bisnis. Wirausahawan baru ini terdiri dari 2 tenant yang sangat siap dengan competitive advantage dan 3 tenant yang siap merintis usaha baru.Kata kunci: Kewirausahaan, Inkubasi Bisnis, Competitive Advantage, Information Technology
KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta) Alo Rahmawati Mulyana; Hendro Setyono
Jurnal Fokus Manajemen Bisnis Vol. 9 No. 1 (2019)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/fokus.v9i1.1547

Abstract

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.
KUALITAS PELAYANAN SEBAGAI DETERMINAN KEPUASAN PELANGGAN JASA TRANSPORTASI GRAB BIKE DI YOGYAKARTA Fajar Ramadhan; Hendro Setyono
Jurnal Fokus Manajemen Bisnis Vol. 9 No. 2 (2019)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/fokus.v9i2.1559

Abstract

This  research  aims  to  analyze  the  influence  of  the  quality  of  service  of customer  satisfaction  on  service  businesses  Grab-Bike  transport  in  Yogyakarta. This  research  uses  the  five  independent  variables  i.e.  tangible,  reliability, responsiveness,  assurance  and  emphaty  with  one  dependent  variable  i.e. consumer  satisfaction.  After  a  review  of  the  literature  as  well  as  field  and preparation  of  the  hypothesis,  the  data  in  this  study  were  collected  through  the dissemination  of  a  questionnaire  to  70  people  who  never  use  the  Grab-Bike transport  as  research  samples.  Sampling  technique  used  is  a  Non  probability sampling  method  sampling  incidental.  Methods  of  data  analysis  used  is  the quantitative analysis that is test validity and reliability, multiple linear regression analysis,  t-test  and  F-test  as  well  as  the  coefficient  of  determination.  Based  on data  analysis,  the  results  showed  that  the  indicators  on  research  is  valid  and reliability.  Hypothesis  test  on  tangible,  responsiveness,  assurance  and  emphaty no effect significantly to consumer satisfaction. Hypothesis test of reliability has a positive and significant influence toward customer satisfaction.
ANALISIS PENGARUH BAURAN PEMASARAN TERHADAP KEPUTUSAN PEMBELIAN PRODUK HANDPHONE MEREK SAMSUNG DI YOGYAKARTA Indria Dewi Tufiqiyah; Hendro Setyono
Jurnal Fokus Manajemen Bisnis Vol. 5 No. 1 (2015)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/fokus.v5i1.1615

Abstract

The purpose of this study is to determine whether the marketing mix of products, prices, distribution / place, and promotion influences the purchasing decision of Samsung brand mobile phone products. The sample used in this study amounted to 70 respondents, while the sampling method using purposive sampling. Data analysis method used is quantitative analysis with the validity and reliability tests, multiple linear regression, t test, F test, and the coefficient of determination. By using multiple methods it can be concluded that the product variable has a negative effect and is not significant to the purchase decision with a significance value (P Value) of 0.831> 0.05. While the price variable has a positive and significant effect on purchasing decisions with a significance value of 0.002 <0.05, and the distribution / place variable has a positive and not significant effect on a purchase decision with a significance value of 0.058> 0.05, and the promotion variable has a positive and significant effect on a purchase decision with a significance value 0.001 <0.05. The resulting determination coefficient is 0.629, which means that 62.9% of the change in the purchase decision variable is explained by the product, price, distribution / place and promotion variables together, while the remaining 37.1% is explained by other variables not included in this study.
ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUTUSAN KONSUMEN ATAU NASABAH DALAM MEMILIH BANK SEBAGAI TEMPAT MENABUNG DI YOGYAKARTA Galih Widhiyanto; Hendro Setyono
Jurnal Fokus Manajemen Bisnis Vol. 5 No. 2 (2015)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/fokus.v5i2.1627

Abstract

This study aims to determine the effect of multipurpose networks ATMs, interest, administrative fees, bank locations and bank services the customer's decision in choosing a bank as a place to save in Yogyakarta. In this study, taking a sample of residents who live in the city Yogyakarta with 60 respondents. This testing using analysis tools in the form of correlation (validity test) and reliability test for know the validity of the data used in research. To test the hypothesis in this research is multiple regression test. In the F test obtained F count (27.594)> F table (2.28) which means that together there is a significant influence between the variable services,  bank locations, multipurpose ATM networks, bank interest and administrative fees towards decisions. In the t test there are three variables that have no effect significantly to customer savings decisions, namely service variables with a value of t arithmetic (1.385) <t table (2.0057), Bank Location with a value of t arithmetic (1,933) <t table (2.0057) and Multipurpose And ATM Networks with calculated t values (0.839) <t table (2.0057). While interest and administrative costs are partial each has a significant effect on the savings decision variable customers because the t value obtained for the bank interest (3,697)> t table (2.0057) and administrative costs (3,510) > t table (2.0057). The results of this study provide evidence that 71.9% of customers' savings decisions influenced by the variable service, bank location, multipurpose ATM networks, bank interest and administrative costs while the remaining 28.1% influenced by other factors. Based on data analysis, the factors are a big influence on customer savings decisions is bank interest.
ANALISIS SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN PADA TRANSPORTASI UMUM BUS EFISIENSI (PO. EFISIENSI RUTE YOGYAKARTA, PURWOKERTO, PURBALINGGA, DAN CILACAP) Winda Pangesti; Hendro Setyono
Jurnal Fokus Manajemen Bisnis Vol. 6 No. 1 (2016)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/fokus.v6i1.1654

Abstract

This research has a purpose to know the influence of five dimension of service quality that is, Reliability, responsivness, assurance, emphaty, and tangible may  affect statification bus route Efisiensi Yogyakarta, Purwokerto, Purbalingga dan Cilacap. Quantitative type research. Sampling with purposive sampling that has the minimum criteria  ever  ride  bus  2  times.  Data  collection  used  questionnaries  with  validity  and reliability testing, in the data analysis using multiple regression analysis, t test, f test, and R square. the subjects of this research are the pasanggers of the bus Efisiensi of Yogyakarta route, Purwokerto, Purbalingga, and Cilacap. The result of the study 1) reliability affect consumer statifications  2) responsivnes does not affect costumer statifications 3) assurance affect costumer statifications 4) emphaty affect costumer statifications and 5) tangible affect to costumer  statifications. Together, reliability, assurance, responsivness, emphaty and tangible have a  significant effect on statifications. By regression equations Y = 0,387 + 0,260X1 – 0,003 X2 + 0,251 X3 + 0,198 X4 + 0,226X5. R square of 0,639 or 63,9% is influential and the remaining 36,1% is influenced by other variabels that are not in the research.
PENGARUH BAURAN PROMOSI TERHADAP VOLUME PENJUALAN PADA PT. VIVA VICTORY ABADI Komarudin Komarudin; Hendro Setyono
Jurnal Fokus Manajemen Bisnis Vol. 6 No. 2 (2016)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/fokus.v6i2.1665

Abstract

The purpose of this study was to determine the effect on promotion mix on  volume   sales  PT  Viva  Victory  Abadi.  Results  are  expected  to  be  a consideration for managers PT Viva Victory Abadi in determining the promotional mix  effect  on  sales  of  property,  as  well  as  using  some  other  variables  of  the promotion mix. The study was based on data usage all promotional costs incurred as well as the sale of the property from PT Viva Victory Abadi in the last two years. The  data  is  then  processed  using  multiple  linear  regression  method  in  SPSS.  The  results obtained prove not the absence of significant promotional mix on volume sales of PT Viva Victory Abadi.
PENGARUH RASIO KEUANGAN TERHADAP KEBIJAKAN DEVIDEN (STUDI PADA PERUSAHAAN REAL ESTATE DAN PROPERTY YANG TERDAFTAR DI BURSA EFEK INDONESIA) Lisma Aniyati; Hendro Setyono
Jurnal Fokus Manajemen Bisnis Vol. 7 No. 1 (2017)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/fokus.v7i1.1737

Abstract

This research  aimed to analyze and test the effect of financial ratios of the dividend  policy on the real estate and properties listed in the Indonesia Stock Exchange. The  independent variables is used Return On Investment (ROI), Debt to Total  Assets (DTA),  Earning  Per  Share  (EPS),  and  Total  Asset  Turnover (TATO). Another dependent variable is used dividend Payout Ratio (DPR). The population  of  this  research is 50 companies. There  are  from the  real estate companies and properties  which registered  in Indonesia Stock Exchange in the  period  2012-2014.  Because  not  all  members  of  the  population  is  meet  the criteria,  the  sampling  method  is  used  purposive  sampling  method  there  are  9 samples.  The  analytical  method  are  used  the  classic  assumption  test  and regression test. Based on the survey results showing  that  from  partially there is only  DTA variables  were  not  significantly  influent  to  the  dividend  policy  on  real  estatecompany  and properties  which registered  in Indonesia  Stock Exchange. Another variable  are  ROI, EPS, and TATO  were  significant effect  to  the dividend policy on real estate and properties which registered in Indonesia Stock Exchange. The  results  simultaneous  test  showed  the  ROI,  DTA,  EPS,  and  TATO variables  has  an  influence  to  the  real  estate  company  and  properties  whichregistered in indonesian Stock Exchange. The  higher  coefficient of determination is 49.10%.
Co-Authors Ahmad Rizal Solihudin Alo Rahmawati Mulyana Dyah Fitriani Dyah Fitriani Fajar Ramadhan Fitroh Adhilla Galih Widhiyanto Hari Haryadi Indria Dewi Tufiqiyah Komarudin Komarudin Lisma Aniyati Lita Ningrum Afriani Winda Pangesti