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All Journal Managament Insight: Jurnal Ilmiah Manajemen DeReMa (Development Research of Management) Jurnal Manajemen Jesya (Jurnal Ekonomi dan Ekonomi Syariah) Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL The Manager Reveiew Student Journal of Business and Management (SJBM)
Effed Darta Hadi
Universitas Bengkulu
Religion Agriculture, Biological Sciences & Forestry Arts Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Journal : Student Journal of Business and Management (SJBM)

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Responsivitas Pelayanan Publik (Studi Kasus Pelayanan Polres Rejang Lebong Terhadap Pengaduan Masyarakat) Denyfita - Mochtar; Effed Darta Hadi; Syaiful Anwar AB
Student Journal of Business and Management Vol. 4 No. 2 (2021)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.4.2.218-239

Abstract

The general research objective to be achieved from this study is to determine the responsiveness of the Rejang Lebong Resort Police service in handling public complaints on reports of complaints of violence against women and children. Research respondents are people who access complaint services or have reported to the Polres / Polsek in the Rejang Lebong Polres working area, which were taken by using the proportional random sampling technique of 20% of the 8 units of the Rejang Lebong Polres. The number of respondents taken was as many as 64 people. The results show 1) Respond to every community applicant who wants to get service This indicator includes good attitudes and communication from the service providers of the Rejang Lebong Police to the community. 2) Police officer/officers provide good communication to the community and are friendly so that the community feels comfortable. Officers/apparatus perform services quickly. This indicator is the readiness and sincerity of the police officer/apparatus in serving the community. The officers/apparatus who perform services quickly can be seen from their alertness. 3) Regarding the indicator of accuracy in serving. the timeliness of services provided by police officer/officers is still not in accordance with the wishes of the community. Due to several reasons, namely the existence of a system of discrimination by police officers/officers. This makes the community less responsive or unkind. 4) the timeliness of services provided by police officers/officers is still not in accordance with the wishes of the community. Because of several things, namely the existence of a system of discrimination carried out by police officers/officers. Based on this, the Accuracy Indicator of serving is focus, serious and thorough in providing services to the community both in work and in conversation. Regarding the indicators of accuracy in serving, Rejang Lebong Police have carried out their services carefully and in accordance with what is expected by the community as service recipients at the police station.Keywords: Responsiveness, Public Service, Public Complaints
Integrasi Metode E-Servqual dan Metode Fuzzy pada Pengukuran Kualitas Pelayanan E-Commerce Tokopedia Fitri Yanti; Effed Darta Hadi; Syaiful Anwar
Student Journal of Business and Management Vol. 5 No. 1 (2022)
Publisher : Universitas Bengkulu

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Abstract: Technological developments are increasingly making all activities easier, many sophisticated technologies are emerging that enable business people to develop their business strategies. The development of information technology and telecommunications also makes the market more dynamic, requiring business people to constantly improvise and innovate for retaining customers. E-Service Quality is designed as an extension of a site's ability to facilitate effective, efficient, effective shopping, purchasing and distribution activities. The aims to this research quality of service from Tokopedia and find out what criteria of quality must be improved. This research was conducted by using fuzzy method and E-Servqual (Service Quality). The analysis was carried out using 20 criteria from 6 dimensions which were efficiency, fullfilment, system availability, privacy, responsiveness, contact. The results showed that the service quality at Tokopedia was good. Overall, what users expect already accordance with Tokopedia’s performance. There is one dimension that has a negative value called fullfilment. From the defuzzyfication value of expectations and perceptions of the 20 criteria, 4 criteria were found with negative gap values and 16 others with positive gap values. By using a Cartesian diagram, criteria are determined to be the main priority where Tokopedia users feel that these criteria are very important. However, the service provided by Tokopedia for the fullfilment dimension is not good enough. The criteria as follows: Tokopedia keeps its promises for the offers provided, the suitability of the exact and up-to-date product delivery tracking location points, Tokopedia application system does not fail, and provide a TANYA chat room which is very helpful in providing information and complaints. Keywords: Quality of Service, Fuzzy Method, Servqual, Tokopedia. Abstrak: Perkembangan teknologi semakin mempermudah segala aktivitas, banyak bermunculan teknologi canggih yang memungkinkan para pelaku bisnis untuk mengembangkan strategi bisnisnya. Perkembangan teknologi informasi dan telekomunikasi juga membuat pasar semakin dinamis, menuntut para pelaku bisnis untuk terus berimprovisasi dan berinovasi untuk mempertahankan pelanggan. E-Service Quality dirancang sebagai perpanjangan dari kemampuan situs untuk memfasilitasi kegiatan belanja, pembelian dan distribusi yang efektif, efisien, efektif. Penelitian ini bertujuan untuk mengetahui kualitas layanan dari Tokopedia dan mengetahui kriteria kualitas apa saja yang harus ditingkatkan. Penelitian ini dilakukan dengan menggunakan metode fuzzy dan E-Servqual (Service Quality). Analisis dilakukan dengan menggunakan 20 kriteria dari 6 dimensi yaitu efisiensi, pemenuhan, ketersediaan sistem, privasi, daya tanggap, kontak. Hasil penelitian menunjukkan bahwa kualitas pelayanan di Tokopedia sudah baik. Secara keseluruhan, apa yang diharapkan pengguna sudah sesuai dengan kinerja Tokopedia. Ada satu dimensi yang memiliki nilai negatif yaitu fullfilment. Dari nilai defuzzyfikasi harapan dan persepsi dari 20 kriteria, ditemukan 4 kriteria dengan nilai gap negatif dan 16 kriteria lainnya dengan nilai gap positif. Dengan menggunakan diagram kartesius, ditentukan kriteria menjadi prioritas utama dimana pengguna Tokopedia merasa kriteria tersebut sangat penting. Namun pelayanan yang diberikan Tokopedia untuk dimensi fullfilment kurang baik. Kriterianya sebagai berikut: Tokopedia menepati janji atas penawaran yang diberikan, kesesuaian titik lokasi tracking pengiriman produk yang tepat dan up-to-date, sistem aplikasi Tokopedia tidak gagal, dan menyediakan chat room TANYA yang sangat membantu dalam memberikan informasi dan pengaduan. Kata kunci: Kualitas Pelayanan, Metode Fuzzy, Servqual, Tokopedia.
FAKTOR ANALISIS PENDORONG NASABAH NON-PNS MENABUNG PADA BANK BENGKULU Weni Heriati; Effed Darta Hadi; Rina Suthia Hayu
Student Journal of Business and Management Vol. 5 No. 3 (2022)
Publisher : Universitas Bengkulu

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Abstract

Abstract: The purpose of this research is to identify the factors that encourage non-government employees’ customers to make saving decisions. The respondents of this study were savings customers with non-government employees’ status, which amounted to 200 people taken by simple random sampling technique. Responses were obtained by distributing offline questionnaires at 7 branch offices of Bank Bengkulu. The data analysis method used were descriptive analysis and factor analysis. The results of this research, show that there are 7 (seven) factors that encourage non-government employees’ customers to save at Bank Bengkulu. The 7 factors are: (1) ATM service factor with a formed from indicators of ATM availability, security, ATM locations, bank locations and transaction facilities; (2) Transaction service factor with construc indicators, namely: electronic services, ease of transactions, transaction interests, types of services, service personnel and service friendliness; (3) The reference group factor, with a members as 4 indicators, namely: family encouragement, friend recommendations, friend solidarity and regional solidarity; (4) The brand trust factor with a members as 5 indicators, namely: brand trust, brand reputation, brand satisfaction, convenience and service reliability; (5) The physical evidence factor with construct of the 4 indicators, namely: bank exterior appearance, bank interior appearance, physical facilities and parking availability; (6) Interest and incentive factors with a members as 2 indicators, namely: interest rates and promotions; and (7) the administrative cost factor with a members as many as 2 indicators, namely: savings costs and service fees. Keywords: ATM service factor; transaction service factor; brand trust factor; physical evidence factor; interest and incentive factors; and administrative cost factors Abstrak: Salah satu bentuk masyarakat melek keuangan adalah kemauan dan kemampuan masyarakat mengakses layanan tabungan di Bank. Ketertarikan masyarakat menabung di Bank Bengkulu tentu saja dipengaruhi oleh sejumlah faktor baik yang berasal dari dalam individu sendiri (faktor motivasional) maupun dari luar individu yang dapat berupa faktor promosi dari penyedia jasa finansial. Hal ini ditegaskan oleh Kotler (2015) bahwa keputusan seseorang dapat dipengaruhi faktor internal individu dan faktor eksternal individu. Faktor internal bersumber dari dalam diri individu baik motivasi, pengalaman, pengetahuan dan karakteristik yang melekat pada invididu. Sedangkan faktor eksternal dapat berupa pengaruh lingkungan, penetrasi pemasar (promosi pemasaran) dan kelompok acuan. Pada penelitian ini, sejumlah faktor yang direduksi sebagai faktor keputusan menabung bersumber dari beberapa ahli seperti Gerrard dan Cunningham (2011); Utama (2015); Handriana et al. (2010); Almossawi (2011); Kaynak (2004); Alfansi dan Sargeant (2000) dan Metawa dan Almossawi (2008). Faktor-faktor tersebut di antaranya adalah kepercayaan merek, reputasi merek, kepuasan merek, suku bunga dan seterusnya. Terkait dengan hal tersebut, maka tunjuan dari pelaksanaan penelitian ini adalah untuk mengidentifikasi faktor-faktor yang mendorong nasabah non-PNS untuk mengambil keputusan menabung. Objek penelitian ini adalah nasabah non-PNS di Bank Bengkulu. Penelitian ini merupakan jenis penelitian deskriptif dengan pendekatan kuantitatif. Jenis data yang digunakan adalah data primer yang diperoleh melalui penyebaran kuesioner. Responden penelitian ini adalah nasabah tabungan dengan status non-PNS, yang berjumlah 200 orang diambil dengan teknik simple random sampling. Responden didapatkan dengan menyebarkan kuesioner secara offline di 7 kantor cabang Bank Bengkulu. Metode analisis data digunakan analisis deskriptif dan analisis faktor. Berdasarkan hasil penelitian dan pembahasan, dapat diambil kesimpulan bahwa terdapat 7 (tujuh) faktor yang mendorong nasabah Non-PNS menabung di Bank Bengkulu Kata Kunci: Faktor layanan ATM; faktor layanan transaksi; faktor kepercayaan merek; faktor bukti fisik; faktor bunga dan insentif; dan faktor biaya administrasi
Co-Authors Bernadine Lorena Yanwar Denyfita - Mochtar Fachrudin JS Pareke Febzi Fiona Fitri Yanti Mustika Hidayat Nasution Nasution Natasya Aprina Praningrum Praningrum Reindra Prasista Bisma Rina Suthia Hayu Rudy Muslimin Slamet Widodo Sularsih Anggarawati Syaiful Anwar Syaiful Anwar AB Weni Heriati