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All Journal Teknik dan Ilmu Komputer Business Management Journal Program Studi Manajemen
Lithrone Laricha
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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PERANCANGAN PENGUKURAN KINERJA PADA PT JAYA CELCON PRIMA DENGAN METODE PERFORMANCE PRISM DAN SCORING OMAX (OBJECTIVES MATRIX) Laricha, Lithrone; Agusman, Delvis; Agrida, Sanvy
Teknik dan Ilmu Komputer vol. 1 no. 4 Oktober-Desember 2012
Publisher : Teknik dan Ilmu Komputer

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Abstract

Celcon blocks produced by PT Celcon Jaya Prima are more commonly used in multistorey buildings such as offices, hospitals, hotels, industries, rather than in residential housing. To increase the stakeholders’ satisfaction and to be more competitive, PT Celcon Jaya Prima needs to develop further its products, one of which is by measuring the company’ performance. Performance measurement is done by determining the variables of KPI (Key Performance Indicator) by using Performance Prism method including stakeholder satisfaction, strategies, processes, capabilities, and stakeholders’ contributions. KPI calculation was done by AHP method. Performance measurement was performed by OMAX scoring after the weighting process completed. The results showed that PT Celcon Jaya Prima did not meet three of the KPI’s targets. It is proposed that the company employs KPI Process 5 as a way to expand its marketing strategy.  Keywords: celcon block, performance prism, KPI, AHP, OMAX
ANALISIS KUALITAS LAYANAN PADA PERUSAHAAN JASA TRAVEL AGENT BERBASIS E-COMMERCE DENGAN METODE E-SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT Lithrone Laricha; Agung Saryatmo; Lita Avilla
Business Management Journal Vol 13, No 2 (2017): Business Management Journal, Jurnal Manajemen
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (972.998 KB) | DOI: 10.30813/bmj.v13i2.919

Abstract

ABSTRACTInternet media used by individuals and companies for communication and business practice is known as e-commerce which recently has been growing rapidly in Indonesia, one of which is online travel agent. Therefore, this research is aimed to evaluate and improve the service quality of online travel agent company to determine appropriate strategics for achieving competitive advantages and increasing both customer loyalty and long-term profitability. Research data was obtained by reviewing literature and distributing questionnaires to appropriate respondents in Jakarta. The multiple linear regression generated the equation of Y=0,507+0,412X1+0,053X2-0,051X3 +0,048X4+0,134X5+0,184X6-0,038X7+0,096X8. Based on E-ServQual method, negative values obtained from 24-service attributes had not been in accordance with the customer expectation. Researcher obtained four attributes as improvement key-priorities by mapping each attributes into the IPA matrix. Meanwhile, by using Kano model for attributes categorization, researcher was able to derive eight attributes suitable in indifferent category, four attributes in must-be category, and twelve attributes in one-dimensional category. Finally, after integrating the results of E-ServQual and Kano model into QFD, researcher got the five technical responses with the largest percentage which is expected to better fulfill the customer desire and satisfaction.Keywords: Multiple Linear Regression Analysis, E-ServQual, Importance-Performance Analysis, Kano Model, Quality Function Deployment
Co-Authors Agung Saryatmo Delvis Agusman Lita Avilla Sanvy Agrida