Ahmad Khairul Hakim
Universitas Islam Negeri Sunan Ampel Surabaya

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

Service Encounter di Yayasan Nurul Hayat Surabaya Firyal Afifah Huda; Ahmad Khairul Hakim
Journal of Islamic Management Vol. 1 No. 1 (2021): January
Publisher : Program Studi Manajemen Dakwah Fakultas Dakwah dan Komunikasi UIN Sunan Ampel Surabaya, UIN Sunan Ampel Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (311.455 KB) | DOI: 10.15642/jim.v1i1.385

Abstract

This study aims to describe the implementation of service encounters at the Nurul Hayat Foundation and the supporting and inhibiting factors in its application. To describe these two problems, the researcher used a qualitative approach with descriptive research type. The data collection techniques used were interviews, observation, and documentation. The results of this study indicate that the application of service encounters takes place in three stages, namely: pre-purchase, service encounter and post-purchase. In its implementation, service encounter support factors include: the use of SOPs as a basis for employees, a special team in monitoring employees on their SOPs, providing call centers, trying to solve any problems quickly, providing training for employees, providing product knowledge books to memorize, requiring customer service always friendly, strives to always be trustworthy in managing the money that has been given by consumers, guarantees consumer data, employees are able to adapt to every consumer who comes, requires cs employees to memorize the names of consumers who are interacting with employees, and have concrete evidence of the building and reviews from consumers. Meanwhile, the inhibiting factors for service encounters include: employees have odd jobs which can affect the service and one main building is inadequate in serving consumers
Formulasi Strategi Pembinaan Remaja Masjid Al-Falah Kelurahan Latsari Tuban Yayah Komariyah; Ahmad Khairul Hakim
Journal of Islamic Management Vol. 1 No. 2 (2021): July
Publisher : Program Studi Manajemen Dakwah Fakultas Dakwah dan Komunikasi UIN Sunan Ampel Surabaya, UIN Sunan Ampel Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (431.89 KB) | DOI: 10.15642/jim.v1i2.552

Abstract

The problem examined by this study is how the process strategy planning in the founding of Islamic Youth of Al-Falah Mosque in Latsari Tuban and what the content of planning the founding strategy. The research aims to illustrate how the Islamic Youth of Al-Falah Mosque in Latsari Tuban does to prepare strategy planning in the founding of Islamic youth and also to find out the content of planning the founding strategy. To describe that two problems, researcher used a qualitative method with case study. The data was dig deep with interview techniques, observation, and documentation. The research provided the following results. First, in strategy planning process, the Islamic Youth of Al-Falah Mosque used external analysis, then formulated vision for the next five years, discussion with core functionaries, then rediscuss to all of organization’s devisions and praying together. Second, the design of Islamic Youth founding strategy was that there was a formulation of a target program of activities, measuring activity program’s and also developes the activity by adding new activity programs.