Hasil Pencarian  ::  Simpan CSV :: Kembali

"Perkembangan internet yang semakin pesat membuat internet menjadi aspek yang penting dalam kehidupan masyarakat, tidak terkecuali dalam hal berbelanja. Pergeseran pola belanja masyarakat menjadi serba digital disadari oleh para pelaku bisnis sehingga memicu pertumbuhan e-commerce dan e-marketplace. Saat ini Indonesia menjadi salah satu pasar terbesar di Asia Tenggara untuk kegiatan belanja online. Disisi lain, tidak bisa dihindari bahwa ternyata masih terdapat banyak kendala dan masalah dilapangan yang menyebabkan pertumbuhan e-marketplace Indonesia belum bisa maksimal. Terdapat kekhawatiran di pihak customer akan masalah yang mungkin muncul ketika melakukan belanja secara online. Service failure yang sering kali muncul akhirnya mendorong customer melakukan komplain. Kegagalan dalam pelayanan atau munculnya berbagai keluhan dari customer merupakan suatu hal yang tidak dapat dihindari. Bagi setiap perusahaan haruslah menyiapkan strategi optimal untuk mengelola keluhan tersebut. Penelitian ini dilakukan untuk melihat strategi pemberian respon berupa service failure explanation yang tepat ketika muncul komplain. Metode yang digunakan adalah scenario-based experiment dan pengolahan data melalui uji beda t-test serta ANOVA. Dari total 325 responden online shopper Indonesia yang terkumpul, diperoleh hasil bahwa apology dan justification menjadi pilihan terbaik bagi customer ketika menerima respon atas komplain mereka.

---

The rapid development of the Internet makes the Internet as an important aspect in people 39 s lives, included shopping. The shifting pattern of shopping habit among people nowadays into a digital perceived by the business players as the trigger of the growth in e commerce and e marketplace. Indonesia is currently one of the largest markets in Southeast Asia for online shopping. On the other hand, it is inevitable that there are still many obstacles and problems that led to the growth of e marketplace Indonesia can not be maximized. There are customer concerns about issues that may arise when they do online shopping. Service failures that often arise eventually encourage customers to complain. Failure in service or the emergence of various complaints from customers is an inevitable thing. Each company must prepare an optimal strategy to manage those complaints. This research is conducted to see the strategy of giving response using service failure explanation. The method that used is scenario based experiment then all the data were analysed using t test and ANOVA. Total 325 respondents of online shopper Indonesia collected, and obtained the result that apology and justification is the best choice for customers when receiving a response to their complaints. "

"ABSTRAKPeraturan menteri Komunikasi dan Informatika nomor 16 Tahun 2013 tentangstandar kualitas pelayanan jasa teleponi dasar pada jaringan bergerak selular barusaja di keluarkan pada bulan April 2013. Operator selular tidak hanya harusmematuhi peraturan baru tersebut tapi juga pada peraturan dimana Operator yangtidak bisa memenuhi QoS akan dikenakan sanksi denda.Saat ini proses pengukuran QoS dilakukan secara pasif, dimana operator sendirimelaporkan QoS-nya kepada Kominfo melalui BRTI. Mekanisme pelaporantersebut dinilai tidak efisien dan integriatas data yang dipertanyakan.Tesis mengusulkan model baru dimana Pemerintah dapat secara aktif mengukurdan mengkuantisasi QoS Operator dengan cara mengambil data mentah baik darijaringan maupun dari komplain pelanggan via sosial media twitter. Model barudisimulasikan pada operator XYZ dengan data-data pada bulan Oktober 2013menghasilkan KPI penanganan keluhan umum 95.7%, Pemenuhan aktivasi99.74%, Dropped call 1.01 % dan Success rate 98.73% dimana hasil ini masihberada dalam ambang Permen Kominfo. Dengan cara ini diharapkan Pemerintahdapat mengukur kinerja operator secara objektif, sehingga penerapan denda/sanksibagi operator yang QoSnya dibawah standar yang ditetapkan dapat diterapkansecara objektif pula.

---

ABSTRACTMinister of Telecommunication of Republik Indonesia (Kominfo) has beenissuing regulation number 16/2013 about the standard quality of cellulartelephony. The service provider must not only comply with the new regulationsbut also be exposed to other new regulation plan which operator than not able tomeet the QoS will be fined.At present, QoS’s measurement by the Regulator have been done passively, inwhich operators reported their QoS to Kominfo through BRTI. The such reportingmechanism is inefficient, while data integrity is questioned.This thesis proposes and simulates the new model in which government mayactively measure and quantize the QoS. The new Model is based on dataminingprocessing the raw data from both network cellular infrastructure and twitter data.The new model is simulated by data of October 2013 on XYZ Operator and theKPI result are general complaint handle about 95.7%, Activation about 99.74%,Dropped call about 1.01 % and success rate about 98.73%. All of this KPI arepassed the regulation. By doing this new method, hopefully goverment can beactively and objectively measure the operator’s KPI."

"ABSTRACTThe purpose of this study is to identify customers' response to service failure. The response is about why some customers are likely to complain and others are not. This study adopts the concept of customer complaint behavior (CCB) with three-dimensional model: private response, voice response, and third party response. It is also identified the relationships between CCB and customers demographic backgrounds such age, gender and education backgrounds; and their complaining behaviors. Data were collected from 200 customers who have experienced service failure (response rate 86.5%). Using chisquare method, it identifies the type of complaint which is often performed in service encounter. The research findings suggest that due to service failure, most customers are likely to engage in private and voice response. Further findings suggest that most complainers who experienced service failure are likely to express a set of multiple responses."

"ABSTRAKLoyalitas pelanggan merupakan suatu hal yang sangat penting dalam sebuah industri baik itu produk maupun jasa. Jika pelanggan sudah loyal pada perusahaan atau organisasi tertentu maka pelanggan akan terus menggunakan produk atau jasa dari perusahaan tersebut. Industri forwarder merupakan salah satu industri yang bergerak di bidang jasa. Forwarder adalah penyedia jasa logistik pihak ketiga (third party logistics) yang melakukan pengiriman barang melalui beberapa mode transportasi yang salah satunya adalah melalui udara atau lebih sering disebut dengan istilah airfreight.Dalam industri airfreight forwarder, loyalitas pelanggan sangatlah penting, karena dalam persaingan di dunia airfreight forwarder jarang di temukan pelanggan yang hanya loyal pada satu perusahaan saja. Pelanggan umumnya berpindah-pindah dari satu perusahaan forwarder ke perusahan forwarder lainnnya. Krisis finansial global yang terjadi saat ini, sedikit banyak juga mempengaruhi jumlah kegiatan ekspor impor yang melibatkan industri forwarder didalamnya. Mempertahankan pelanggan yang sudah ada agar tetap setia tentunya akan menjadi penting sekali bagi pelaku industri forwarder.Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor yang mempengaruhi loyalitas pelanggan pada industi airfreight forwarder sehingga dapat dijadikan dasar untuk perbaikan demi meningkatkan loyalitas pelanggan.Penelitian ini dilakukan dengan menggunakan metode structural equation modeling (SEM), dimana diajukan enam konstruk yang dihipotesiskan memiliki pengaruh terhadap loyalitas pelanggan. Konstruk-konstruk tersebut adalah perceived value, perceived quality, customer satisfaction, trust, customer complaint, dan image. Setelah pengujian dengan bantuan perangkat lunak AMOS, didapat hasil bahwa terdapat hubungan yang signifikan antara konstruk-konstruk tersebut dengan loyalitas. Dengan demikian dapat disimpulkan bahwa ternyata loyalitas pelanggan dalam industri airfreight forwarder dipengaruhi oleh perceived value, perceived quality, customer satisfaction, trust, customer complaint dan image baik secara langsung maupun tidak langsung.

---

ABSTRACTCustomer Loyalty is an important thing in industry both product and services. If customer become loyal to one company or organization then those customer will keep using the company?s product and services. Forwarder is a third party logistics services provider which shipped goods using several transportation mode which one of them is through airfreight.In airfreight forwarder industry, customer loyalty has also become such an important thing to survive, s ince in airfreight forwarder competition, it has been so rarely found a customer who has a loyalty only to one company. Commonly, customer moved from one to another company. The global financial crisis that currently happen has also impact the export and import activity which involved the forwarder inside. In this kind of situation, keep the existing customer to be loyal would be very important for the forwarder.This research's aim is to find out the factors that affect customer loyalty in airfreight forwarder industry, this factor will be the basis to do improvement to create customer loyalty.Structural Equation Modeling (SEM) was used in this research as the tools where there were six construct proposed and hypoteses to have effect to customer loyalty. Those construct are perceived value, perceived quality, customer satisfaction, trust, customer complaint and image. Having tested the model by using AMOS software, the result shows that there are significant relationships between the proposed construct and loyalty. This lead to a conclusion that in fact customer loyalty in airfreight forwarder industry is affected by perceived value, perceived quality, customer satisfaction, trust, customer complaint and image, both directly and indirectly."