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All Journal Jurnal Ekonomi Manajemen Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi
Niko Dwi Haryanto
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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INCREASING CUSTOMER STATISFACTION THROUGH IMPROVING SERVICE QUALITY AT THE PURWOREJO POST OFFICE 54100 Pepi Zulvia; Niko Dwi Haryanto
Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Vol 18, No 2 (2021): Jurnal Ilmu Administrasi
Publisher : Sekolah Tinggi Ilmu Administrasi Lembaga Administrasi Negara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31113/jia.v18i2.796

Abstract

The level of intense business competition makes a company must continue to be able to increase customer satisfaction, then the company is required to be able to meet the needs and desires of customers, when the company is unable to increase satisfaction later, competitors may seize the customer. This study uses CSI, IPA and PGCV methods to analyze the level of satisfaction, map service quality in quadrants and determine the order of priority for improving service quality at the Purworejo Post Office 54100 The research was conducted on 52 customers using the Accidental Sampling technique. The level of satisfaction through CSI was obtained at 80.6%. Through IPA obtained 8 indicators that are included in quadrant 1 and 5 indicators included in quadrant 3. From quadrant 1 and quadrant 3 obtained the top 5 rankings through PGCV, namely 1) Fast and responsive service, 2) Response to suggestions and complaints, 3) Providing information that is easy to understand, 4) Security from any loss or damage to goods that occurs and 5) Service procedures that are not confusing. It is concluded that the Purworejo 54100 POS office still needs to make improvements in service quality to the 5 indicators in order of priority.
FAKTOR PENENTU DALAM MENDORONG NIAT MEMBELI "ODADING MANG OLEH" Firda Auliawati Nuraieni; Niko Dwi Haryanto; Hafid Aditya Pradesa
Jurnal Ekonomi Manajemen Vol 7, No 2 (2021): November 2021
Publisher : Program Studi Manajemen Fakultas Ekonomi Universitas Siliwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37058/jem.v7i2.2735

Abstract

ABSTRACTThe purpose of this study was to examine the important determinants of the intention to buy the product "Odading Mang Oleh" (a food product in Bandung that was viral on social media) in terms of E-Word of Mouth (E-WOM), brand credibility, and brand image. This study uses quantitative methods, using 112 respondents who perceive each research instrument that is distributed online. The research findings reveal that E-WOM does not have a significant effect on the intention to buy "Odading Mang Oleh", while credibility and brand image have an important impact on the intention to buy the product. The conclusions may not be generalizable because not all areas were represented in this study. In future studies, a larger and more inclusive sample would help to overcome this limitation. This study provides practical information about the exploration of important determinants of product purchasing decisions in terms of e-word of mouth, brand credibility, and the brand image of a product that was viral.
INCREASING CUSTOMER STATISFACTION THROUGH IMPROVING SERVICE QUALITY AT THE PURWOREJO POST OFFICE 54100 Pepi Zulvia; Niko Dwi Haryanto
Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Vol. 18 No. 2 (2021): Jurnal Ilmu Administrasi
Publisher : Sekolah Tinggi Ilmu Administrasi Lembaga Administrasi Negara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31113/jia.v18i2.796

Abstract

The level of intense business competition makes a company must continue to be able to increase customer satisfaction, then the company is required to be able to meet the needs and desires of customers, when the company is unable to increase satisfaction later, competitors may seize the customer. This study uses CSI, IPA and PGCV methods to analyze the level of satisfaction, map service quality in quadrants and determine the order of priority for improving service quality at the Purworejo Post Office 54100 The research was conducted on 52 customers using the Accidental Sampling technique. The level of satisfaction through CSI was obtained at 80.6%. Through IPA obtained 8 indicators that are included in quadrant 1 and 5 indicators included in quadrant 3. From quadrant 1 and quadrant 3 obtained the top 5 rankings through PGCV, namely 1) Fast and responsive service, 2) Response to suggestions and complaints, 3) Providing information that is easy to understand, 4) Security from any loss or damage to goods that occurs and 5) Service procedures that are not confusing. It is concluded that the Purworejo 54100 POS office still needs to make improvements in service quality to the 5 indicators in order of priority.
Co-Authors Firda Auliawati Nuraieni Hafid Aditya Pradesa Pepi Zulvia