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All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) Business Review and Case Studies
Muchamad Bachtiar
School Of Business, IPB University
Agriculture, Biological Sciences & Forestry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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HOUSEHOLD CUSTOMER SEGMENTATION BASED ON SATISFACTION USING THE CHAID METHOD Fithriyyah Shalihati; Raden Isma Anggraini; Suhendi; Muchamad Bachtiar
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 6 No. 3 (2020): IJBE, Vol. 6 No. 3, September 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.6.3.249

Abstract

In a nutshell, BUMD (Regional Government-Owned Enterprise) has two main roles, namely economic and social functions. The social function aims to meet the needs of all stakeholders, including the customer. Customer satisfaction is very important to implement this function, and one of the critical aspects is the service provided. In 2018, one of the BUMDs, namely PDAM faced a decreasing performance rating from 4.38 to 4.18 due to the decline in operational service. Therefore, it is very important to determine the customer satisfaction level. The objective of this research is to analyse the satisfaction level for products and services provided by PDAM in Bogor based on customer segmentation. It employs a descriptive analysis approach and the Chi-square Automatic Interaction Detector (CHAID) method. It selects 713 respondents from 148,755 household customers by using Cluster Stratified and Systematically Un-proportionate Sampling (CSUS). The findings capture that the respondents are generally satisfied with the service provided except for complaint handling and dispute. Household customer segmentation is divided into 6 (six) clusters. The cluster that provides unsatisfied scores is mainly due to the quality of water, complaint handling and dispute, as well as tariffs and payments. Whereas, the cluster that provides a satisfying score is also due to the quality of water, complaint handling, and dispute resolution. Keywords: BUMD, household, customer satisfaction, customer segmentation
Using The Important Performance Analysis To Improve Product and Service Attribute Performance in Regional-Owned Enterprise Muchamad Bachtiar; Raden Isma Anggraini; Fithriyyah Shalihati
Business Review and Case Studies Vol. 1 No. 1 (2020): BRCS, Vol 1 No 1, April 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.1.1.14

Abstract

This study aimed to analyze the performance level and importance level according to customer perceptions as well as the priority of product and service attribute improvement. The data were analyzed using descriptive analysis of the Importance Performance Analysis (IPA) and Customer Service Index (CSI) approach with 1980 respondents out of 157,270 customers selected through Cluster Stratified and Systematical Unproporsional Sampling (CSUS) technique. The result showed that there was no product attribute with significantly low performance. It was supported by the CSI result with a value of 0.74, which meant SATISFACTORY or VERY GOOD. However, there were still negative gaps between the performance level and importance level, with an average value of 0.36. Product attribute (P2) water supply quality, (P3) water continuity, (P4, P5, and P6) water quality were quite a concern. This study also found a product attribute with a positive gap in (P7)water quality (sediment), which meant that this ROE could reallocate its utilized resources to improve other product attributes of concern. In terms of service attributes, there was no significant attribute that needed an immediate follow-up. It was supported by the overall CSI score of 0.76, which meant SATISFACTORY or VERY GOOD. Even so, service attributes were important and deserved attention in the aspects of (J2) bill payment process, (J6) the capability of call center officers and (J7) social media admins, and (J10) dispute settlement with customers. Five service attributes, which were (J1) administrative services, (J3) complaint services, (J4) fairness to obtain services, (J5) the capability of customer service officers, and (J11) service interruption information, were recommended to be reallocated to other service attributes that were more important. Keywords: customer satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), regional-owned enterprise
Communication Strategy in Handling Customer Complaints in PDAM Tirta Pakuan Bogor Raden Isma Anggraini; Fithriyyah Shalihati; Muchamad Bachtiar; suhendi
Business Review and Case Studies Vol. 1 No. 1 (2020): BRCS, Vol 1 No 1, April 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.1.1.32

Abstract

This study aims to 1) identify complaints that arise and do not satisfy customers, and 2) identify communication strategies undertaken by PDAM Tirta Pakuan in handling customer complaints. The study was conducted at PDAM Tirta Pakuan using qualitative descriptive analysis. Researchers surveyed customers and held focus group discussions with the management of PDAM Tirta Pakuan. The method of data analysis is done by using a gap analysis between performance and the interests/expectations of customers for product and service attributes, as well as public relations strategy theory. The results showed that there were four attributes that predominantly received complaints and were not yet satisfying customers, namely the quality of water flow in the dry season, replacement or re-measurement of water meters, compensation for service interruptions, and compensation for settlement of claims for paying bills. Furthermore, there are four communication strategies that are carried out in handling customer complaints based on four aspects, namely fact-finding, planning and programming aspects, action and communication aspects, and evaluating aspects. Some things that need attention from the management of PDAM Tirta Pakuan are 1) improving the quality of water supply during the dry season, 2) periodically replacing or repeating water meters, 3) improving the compensation system for customer service interruptions, 4) improving the compensation system related to the problem of settling claims for payment of claims, 5) identifying complaints that have the potential to threaten the image or reputation of the company, 6) maximizing the use of social media in informing work activities that have the potential to cause service disruptions and customer complaints. Keywords: communication strategies, customer complaints, public relations, service disruption, social media
STRATEGI PENGEMBANGAN PARIWISATA ERA VUCA DENGAN PENDEKATAN VRIO Muchamad Bachtiar; Aditya Ramadhan; Lien Herlina; Hairunisa Dzulhira
JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) Vol 8, No 2 (2022): Vol 8, No. 2 (2022)
Publisher : Universitas Pakuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34203/jimfe.v8i2.5780

Abstract

ABSTRAKTujuan penelitian ini adalah untuk mengidentifikasi resources dan capabilities yang dimiliki Kabupaten Kuningan dan menghasilkan rumusan strategi yang tepat untuk mengelola resources dan capabilities yang dapat menjadi sumber keunggulan bersaing dan berkelanjutan bagi sektor pariwisata Kabupaten Kuningan. Penelitian menggunakan metode deskriptif kualitatif dengan jenis pendekatan studi kasus. Responden yang terlibat dalam penelitian ini berjumlah sekitar enam orang. Dimana enam orang tersebut merupakan stakeholder ahli dan berpengalaman di sektor pariwisata Kabupaten Kuningan. Metode pengolahan data yang digunakan adalah analisis VRIO framework (valuable, rare, inimitable, organized), Tourism Value Chain (TVC) dan Mix Marketing 4P. Hasil penelitian ini menunjukkan terdapat 12 resources yang menjadi sumber keunggulan bersaing berkelanjutan dimana dapat dirumuskan menjadi dua cluster yaitu ecotourism dan cultural tourism. Disporapar perlu melakukan pengembangan aktivitas wisata atau diversifikasi wisata, mendorong pembangunan destinasi digital, pengembangan desa wisata serta pembuatan kalender pariwisata.ABSTRACTThe purpose of this research is to identify the resources and capabilities of Kuningan Regency and to formulate the right strategy to manage those resources and capabilities which can be a source of competitive advantage and sustainability for the tourism sector in Kuningan Regency. This research uses a qualitative descriptive method with a case study approach. Respondents involved in this study amounted to about six people. The six people are expert and experienced stakeholders in the Kuningan Regency tourism sector. The data processing method used is analyzing the VRIO framework (valuable, rare, inimitable, organized), Tourism Value Chain (TVC), and Mix Marketing 4P. The results of this study indicate that there are 12 resources that are sources of a sustainable competitive advantage which can be formulated into two clusters, namely ecotourism and cultural tourism. Disporapar needs to develop tourism activities or diversify tourism, encourage the development of digital destinations, develop tourist villages, and create a tourism calendar.
SYMPATHY GIFT: INOVASI BISNIS PARSEL DALAM MEMPERKUAT INTERAKSI SOSIAL Muchamad Bachtiar; Nurul Syahara; Nimmi Zulbainarni; Hairunisa Dzulhira
JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) Vol 9, No 1 (2023): Vol 9, No. 1 (2023)
Publisher : Universitas Pakuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34203/jimfe.v9i1.7405

Abstract

ABSTRAKTujuan dari penelitian ini adalah (1) mengidentifikasi permasalahan dan peranan pemberian hadiah ungkapan simpati, (2) mengidentifikasi kemasan dan isi hadiah sesuai dengan keinginan masyarakat, (3) merancang model bisnis hadiah simpati yang bisa diterima oleh masyarakat luas. Sympathy Gift adalah cara untuk mengekspresikan perasaan, menjadi pengingat atas dukungan, simpati, serta kepedulian yang sedang dibutuhkan. Hasil akhir dari penelitian ini adalah kanvas model bisnis terverifikasi yang didapatkan dari wawancara mendalam calon konsumen. Produk sympathy gift berpeluang menjadi solusi dari permasalahan serta kebiasaan masyarakat saat mengungkapkan rasa simpati. Sympathy gift adalah cara untuk mengekspresikan perasaan, memberi penguatan penghargaan dan pengakuan satu sama lain. Sympathy gift membantu seseorang untuk mengekspresikan diri dan terhubung dengan orang-orang penting dalam kehidupanABSTRACTTherefore, the purpose of this study is (1) to identify the problems and roles of giving sympathy gifts, (2) to identify the packaging and contents of gifts according to the wishes of the community, (3) to design a business model of sympathy gifts that the wider community can accept. Sympathy Gifts are a way to express feelings, and serve as a reminder of the support, sympathy, and care that are needed. The final result of this research is a verified business model canvas obtained from in-depth interviews with prospective customers. Sympathy gift products have the opportunity to be a solution to people's problems and habits when expressing sympathy. Sympathy gifts are a way to express feelings, and reinforce appreciation and recognition for one another. Sympathy gifts help one to express oneself and connect with influential people in life.
Co-Authors Aditya Ramadhan Fithriyyah Shalihati Hairunisa Dzulhira Herlina, Lien Nimmi Zulbainarni Nurul Syahara Raden Isma Anggraini Suhendi