Kumpulan Skripsi & Artikel Jurnal Ilmiah

2009

Perancangan dan pembuatan prototipe aplikasi penjualan barang untuk UD “X”

Filed under: Uncategorized — Tags: , , — dvanhlast @ 7:31 am

Author : ANGGRAINI, DIANA

Aplikasi penjualan barang pada dasarnya merupakan suatu sistem yang digunakan untuk membantu memberikan pelayanan penjualan barang kepada para pelanggan serta dapat memaksimalkan efektifitas kerja untuk memperbaiki pelayanan kepada pelanggan. Dari hasil analisis yang dilakukan, diketahui bahwa yang dibutuhkan adalah suatu sistem penjualan yang terkomputerisasi, menyediakan suatu katalog barang untuk pemesanan barang yang menyediakan informasi barang secara lengkap, dan membuat laporan untuk membantu manajemen. Sistem dirancang dan dibangun dengan menggunakan Microsoft SQL Server sebagai database, dan bahasa pemrograman Borland Delphi 7. Dari sejumlah pengujian yang telah dilakukan, dapat disimpulkan bahwa aplikasi ini berjalan dengan baik dan siap digunakan. Aplikasi ini menangani transaksi penjualan, transaksi pembelian, transaksi retur beli dan juga retur jual, serta menangani pengelolaan stok barang. Aplikasi ini juga membuat laporan yang diinginkan perusahaan yaitu laporan pembelian, laporan penjualan, laporan retur, laporan hutang piutang, dan laporan stok barang.

Keyword : goods sales application, customer service, prototype

Sumber : http://repository.petra.ac.id/2966/

Pengaruh program relationship marketing yang terdiri dari customer service, loyalty program, dan community building terhadap loyalitas pelanggan Sogo Department Store Plasa Tunjungan 4 di Surabaya

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Author : VESILIANI, VENA

Penelitian ini disusun untuk mengetahui pengaruh program Relationship Marketing yang terdiri dari Customer Service, Loyalty Program, dan Community Building terhadap Loyalitas pelanggan SOGO Department Store Plasa Tunjungan 4 di Surabaya. Sampel yang digunakan dalam penelitian ini adalah sebesar jumlah sampel yang ada yaitu sebanyak 200 orang. Tahap analisis data menggunakan model regresi berganda seri program SPSS versi 11.50. Dari hasil analisa regresi, penulis menemukan bahwa secara serempak ada pengaruh yang signifikan antara variabel Customer Service, Loyalty Program, dan Community Building terhadap loyalitas pelanggan SOGO Department Store Plasa Tunjungan 4 di Surabaya. Selain itu variabel yang paling berpengaruh terhadap loyalitas pelanggan SOGO Di Surabaya adalah customer service.

Keyword : retail, relationship marketing, customer service, loyalty program, community building, customer loyalty

Sumber : http://repository.petra.ac.id/3255/

Analisis perbedaan persepsi konsumen mengenai produk, harga dan costumer service terhadap merek sim card prabayar di Surabaya

Filed under: Uncategorized — Tags: , , , , — dvanhlast @ 7:31 am

Author : PRANOTO;, LUKAS

Penelitian ini adalah sebuah penelitian yang berfokus pada bidang manajemen pemasaran. Industri yang diteliti adalah industri SIM card prabayar di Indonesia pada umumnya, dan di Surabaya pada khususnya. Peneliti menitik beratkan penelitian ini pada perbedaan persepsi konsumen mengenai produk, harga, dan customer service terhadap merek SIM card prabayar di Surabaya, yaitu: Simpati, Mentari, Pro-XL, IM3 Smart, dan Lippo Telecom.

Keyword : consumer perception, product, price, customer service, brand

Sumber : http://repository.petra.ac.id/3565/

Pengaruh faktor produk dan promosi terhadap motivasi konsumen Surabaya dalam memilih kartu Simpati

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Author : , FANDY

Saat ini, teknologi telekomunikasi sudah begitu maju, terutama teknologi Cellular Phone atau lebih sering penulis sebut Handphone (HP), teknologi HP ini begitu penting dan sudah menjadi salah satu hal yang sangat penting bagi kegiatan bisnis di kota-kota besar di dunia, termasuk Surabaya. Handphone, menurut jenis operasinya ada 2 macam, yaitu AMPS (Analog Mobile Phone System) dan GSM (Global System for Mobile Communication, dengan kartu). Di Indonesia, Handphone GSM sangat digemari, terutama bila menyangkut tingkat privasi dan berbagai kelebihan fasilitasnya dibanding Handphone AMPS. Fenomena inilah yang melatar-belakangi banyaknya pengguna HP GSM di Indonesia. Hingga pertengahan 2000, dari 2,7 juta pelanggan Handphone, pemakai AMPS 65.500 pelanggan (2,4 %), sisanya pengguna GSM (Sellular, January 2001 : 26). Hal ini melatar-belakangi perusahaan-perusahaan telekomunikasi bersaing dalam memproduksi kartu GSM, misalnya Telkomsel meluncurkan produk kartuHalo, yang kemudian diikuti kartu GSM pra-bayar, yaitu kartu SimPATI selain Telkomsel, masih ada 2 perusahaan yang memproduksi produk yang sama, yaitu Satelindo, dengan produknya kartu Satelindo dan kartu GSM pra-bayar Mentari, kemudian perusahaan terakhir yang ikut memproduksinya ialah Excelcoinindo, yang memproduksi kartu XL dan kartu GSM pra-bayar Pro-XL.

Keyword : costomer satisfaction, customer service, consumen motivation, kartu simpati

Sumber : http://repository.petra.ac.id/4355/

Managing moments of truth in Honda Surabaya center service division through its workshop environment and human resources

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Author : AURELIA, LILA

The market place is becoming more competitive as each day goes by. It takes more than cost reduction in each segment inside the business to be competitive and survive in this era Favorable moments of truth must be formed as the first step to get on to a satisfied customer, which then will result in customer loyalty. Both, primary and secondary research is carried out in order to find out whether PT. Honda Surabaya Center service division can engender a feeling of favorable moments of truth in each of their customer?s mind and how PT. Honda Surabaya Center can make favorable moments of truth. The most important parts in forming favorable moments of truth are the workshop environment and the human resources. PT. Honda Surabaya Center should hire good human resources to be the receptionist and make more comfortable and convenience working office and waiting room to form favorable moments of truth in order to make customer satisfied.

Keyword : moments of truth, customer satisfaction, customer service, honda surabaya center

Sumber : http://repository.petra.ac.id/1703/

Total quality management of service in the Star Restaurant in Spandershoeve, family owned Indonesian Restaurant, Hilversum, the Netherlands

Filed under: Uncategorized — Tags: , , , — dvanhlast @ 7:31 am

Author : TJONGARI, PRISCILLA

The decade of the 1990s began with renewed emphasis in business by improving service quality to the customer. The emphasis was upon delivering the best service possible that is delighting customers by providing services, wliich exceed their expectations. Firm after firms embraced this idea and revamped the processes they utilize when interacting with the customer. In improving the quality of service delivery processes, many businesses consider this newfound orientation to quality customer service to be one of the dominant competitive methods making up their entire strategy. This thesis aims to integrate between Total Quality Management that had been succeed implement into manufacture factory for many years brought over to service industry. Since quality is holding an important part in competitive methods in every organization whether it is big, small company, or many company characteristics in orders to deliver best service to customers. In order to examine the implementation program of Total Quality Management into service industry based on service standard of Spandershoeve, family owned Indonesian restaurant, for improving quality of management and service of the company, the writer divide this thesis into 5 parts: a. First part is an introduction part about standard research and writer-working frame that is will be conducted through seeking the answer of the main problem statement. b. Second part same with chapter two is review a diverse range of Total Quality Management literatures. Every aspect of the company will be discussed in several points, which connected to Total Quality Management. c. Third part poured into chapter three is purely company condition that observed, in order knowing the field where TQM program put into action. d. Fourth part consist of chapter four is consist of final result of tliis thesis; from analyzing some points that affected company performance in \ delivering service. e. Fifth part, is about appendices, which some relevance theory philosophy of three gurus’ presented in gaining more understandable of TQM, and some questionnaires that writer used to research situation in the working place where the mam object is draw on ‘service quality’. Seeing TQM as a new era of management fashion that time by time always changing adopting the situation of world globalization and company structure, is very good reason as a tool, which company can use for make quality happen to meet customer expectation. For Spandershoeve as family owned business restaurant, it is depending on the matter of owner’s commitment in running the business, TQM program can be a valuable tool to make quality of service happen. Critical factors and further research is needed in this thesis, linked to the topic that is relatively new in the field, followed by quality of service has started in era 1990s.

Keyword : quality, customer service, management, restaurant

Sumber : http://repository.petra.ac.id/2457/

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