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All Journal Buletin Studi Ekonomi Matrik: Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan Jurnal Pendidikan Jasmani Jurnal Ilmu Manajemen (JIM) Al-Iqtishad : Jurnal Ilmu Ekonomi Syariah (Journal of Islamic Economics) Jurnal Penelitian Humaniora Jurnal Manajemen Teori dan Terapan Jurnal Ekonomi Syariah Teori dan Terapan al-Uqud : Journal of Islamic Economics Conference SENATIK STT Adisutjipto Yogyakarta Jurnal Berdaya Mandiri Unnes Journal of Mathematics Education PERWIRA - Jurnal Pendidikan Kewirausahaan Indonesia Jurnal Manajemen dan Perbankan (JUMPA)

Ari Prasetyo

Departemen Ekonomi Syariah – Fakultas Ekonomi Dan Bisnis – Universitas Airlangga

Author-ID : 509788

Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Transportation Veterinary Other

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Title

Rancangan Perbaikan Kualitas Pelayanan Jasa Dengan Metode Servqual, Importance Performance Analysis, Dan Quality Function Deployment Pada Plasa Telkom Cabang Dinoyo Surabaya Angga Dharmawan; Febriana Wurjaningrum
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 7 No. 3 (2014)
Publisher : Universitas Airlangga

Measuring the level of customer satisfaction is one of the important factors to overcome the competition is rapidly increased. By knowing the level of customer satisfaction from services provided, the company could undertake the mapping of improved service quality. By using the integration method servqual, IPA, and QFD, the service provider is able to determine the level of customer satisfaction and straightly can make improvements of service with low levels of satisfaction. This research was conducted at Plasa TELKOM Dinoyo Surabaya’s branch. From the questionnaires showed that all the attributes of service quality in the questionnaire have a negative gap value. In IPA method showed 6 attributes with high importance and low value the fact. The quality improvement to be done such as improving the application of SOP, increasing the number of officers, officials periodically evaluate, reward the best employees every month, the maximization of information technology systems, and implementing 4S culture are really needed.

Analisa Pengaruh Penerapan Manajemen Kualitas Dengan Mbnqa Kriteria Terhadap Kinerja Bisnis Pada Rumah Sakit Islam Jemursari Surabaya Arief Sabda Pietra Mukti Sutikno; Febriana Wurjaningrum
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 8 No. 1 (2015)
Publisher : Universitas Airlangga

Today, high population growth coupled with the needs of the product or service quality healthcare. One practice in improving quality is through the implementation of Total Quality Management or TQM. One of the efforts in the implementation of TQM can be done with criteria MBNQA consisting of leadership, strategic planning, customer focus, pekuruan, analysis, and knowledge management, workforce focus, process management, and business results. RSI Jemursari Surabaya as one of the hospitals of foundation hospitals islam Islam Surabaya (Yarsis) has implemented MBNQA in its business operations. This study examines the relationship between TQM implementation through MBNQA on business performance criteria of Islamic Hospital Jemursari. Data were analyzed using path analysis using Partial Least Square method with the help of software SmartPLS. From the research results obtained by the t-statistic for the criteria of customer focus 6.153 ; management process by 5.451; 5.168 leadership; strategic planning 4.314; and 2,628 business results. While the measurement, analysis, and knowledge management did not prove significant influence and adversely affect the value of the path coefficient of -0.014 with 0.288 t and the focus of labor is not proved significant with path coefficient value of 0,020 with 0,349 t.

Analisis Antaseden Reverse Logistics Capabilities Dan Penghematan Biaya Usaha Kecil Dan Menengah Di Surabaya Dan Sekitarnya Febriana Wurjaningrum; Tuwanku Aria Auliandri
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 8 No. 3 (2015)
Publisher : Universitas Airlangga

This research is aimed to determine the relation of customer orientation, customer opportunism, resource commitment, contractual agreements, and reverse logistic capabilities as well as the relation of reverse logistic capabilities and reverse logistics cost savings. A statistical analysis method focused on testing hypotheses, path analysis, is used as the method of this research. Samples taken in this research involve both small and medium business enterprises (SMEs) in the areas of retail, manufacturing, handicrafts, and drug sellers (drug stores and pharmacies) located in Surabaya, Malang, Singaraja, and Denpasar. Those respondents, moreover, are directly involved in reverse logistics process as well as interacting with suppliers. The results of this research then show that there is a positive relation between customer orientation and reverse logistic capabilities. It is also known that there is a negative relation between customer opportunism and reverse logistic capabilities although the relation is less significant. Furthermore, there is also a positive relation between resource commitment and reverse logistic capabilities. There is also a positive relation between contractual agreements and reverse logistic capabilities although it is not significant. And, it is also shown that there is a positive relation between reverse logistic capabilities and cost savings. Thus, it may be concluded that all five hypotheses proposed in this research have indeed been proven empirically although there are a few variables showing less significant relations, which means that these variables less affect or impact on reverse logistic capabilities and ultimately on cost savings.

Co-Authors Abdul Hafid B Abdul Ngalim Achmad Nur Iman Achmad Zaini Al Mustofa, Muhammad Ubaidillah Alfina Taswirul Fanni Amanda Maulidiyah Firdaus Anantika Hanum Pratiwi Anantika Hanum Pratiwi, Anantika Hanum Angga Bayu Pradhana Angga Bayu Pradhana, Angga Bayu Angga Dharmawan Anggraeni Dwi Briliantini Anugrahadi, Yoga Dwi Aprilia Kinasih Putri Ramadhani Aprilia Kinasih Putri Ramadhani, Aprilia Kinasih Putri Ari Prasetyo Arief Sabda Pietra Mukti Sutikno Armeita Maya Shanty Auliya Walidani Syafitri Bhirawa Anoraga Bhirawa Anoraga, Bhirawa Dea Yovita Purnomo Dhedi Widihartanto Diah Ayu Legowati Dody Ariawan Dynoviar Nirbita Muhammad Elnissa Hanifah Onggrasari Ferdian Dwi Krismonicha Halimatussa'idah Halimatussa'idah Hamid Abdillah Hanifa Nurhidayati Harjanto Saputro Harjanto Saputro, Harjanto Harsito, Catur Hinanda Tomi Adikoro Universitas Airlangga, Indonesia Ibnu Jauzi Imron Mawardi Indra Rahmadi Indra Rahmadi, Indra Intan Kusuma Pratiwi Iwan junaedi Jati, Raditya Prawita Kinan Bahuweda Maulana Kinan Bahuweda Maulana, Kinan Bahuweda Lidia Ralina Majid, Imam Abdul Markhamah Mega Ayuning Tyas Mega Ayuning Tyas, Mega Ayuning Milla Rahma Fiqhyany Milla Rahma Fiqhyany, Milla Rahma Muhammad Muinudinillah Basri, Muhammad Muinudinillah Muhammad Nurul Qomaruddin Nanda Shelia Nimas Anggita Iddo Driantami Novandi Arif Pratama Novandi Arif Pratama, Novandi Arif Novita Andriana Nur Shofa Barkhiyyah Nurkaromah Dwidayati, Nurkaromah Nurul Muhayat Qoidah Weka Aristawati Qomaruddin, Muhammad Nurul Raditya Prawita Jati Reynanda A.R Risky Okta Dwi Putra Rizky Aprilian Kusuma Dewi Robertus Bellarminus Krisna Wijaya Sarah Aulia Rahma Shanty, Armeita Maya Shinta Puspitasari Hidayat Soraya Rizky Widyanti Syamsul Hadi Tatik Mursiah, Tatik Thomas Prasetyo, Thomas Tika Widiastuti Tisof Amri Izar Aminulloh Titis Srimuda Pitana, Titis Srimuda Tuwanku Aria Auliandri Virda Yusniawati Wahyu Maulana Ibrahim Wednesdayanti Angelia Putri Wednesdayanti Angelia Putri, Wednesdayanti Angelia Widihartanto, Dhedi Widyanti, Soraya Rizky Yanti Andiani Yoga Dwi Anugrahadi Yoga Dwi Anugrahadi

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