[email protected] [email protected] Fakultas Ekonomi, Universitas Katolik Parahyangan
ABSTRAK
Perkembangan teknologi, khususnya internet, memunculkan berkembangnya bisnis online. Para pelaku UMKM sudah mulai memanfaatkan peluang bisnis online ini untuk melengkapi bisnis offline yang secara konnvensional telah digelutinya. Perkembangan teknologi yang sangat erat dalam keseharian konsumen muda sehingga mereka dengan lebih mudah mengadaptasi dan memanfaatkan bisnisonlineini. Untuk meningkatkan kepuasan konsumenonline, pelaku UMKM perlu mengetahui persepsi konsumen mengenai kualitas layanannya sebagai dasar keputusan untuk setiap kebijakan pemasarannya. Penelitian dilakukan untuk mempelajari dimensie-service quality yang sesuai dalam mengukur persepsi konsumen muda terhadap media sosial yang digunakan oleh pengusaha UMKM di kota Bandung. Pengumpulan data dilaksanakan ,emggunakan pendekatan kualitatif dengan penyelenggaraan Focus Group Discussion. Hasil penelitian ini digunakan sebagai bahan pertimbangan bagi UMKM untuk mengoptimalkan penggunaan media sosial bagi bisnisonlineyang mereka tekuni terutama dalam menyusun strategi pemasaran dan pengambilan keputusan pemasaran yang terkait.
Kata kunci:E-service quality, media sosial, UMKM, persepsi
ABSTRACT
Technological development, in this context internet growth, stimulate significant progressin on online business. Small medium entreprise (SME) businessmen have started to utilize online business opportunities as a critical addition to their offline business platform. This developments very close to young consumers’ daily life as they are more easily adapt and utilize this kind of business platform. To enhance online consumer satisfaction, SME businessman need to understand consumers’ perception about the e-service quality as the basis for marketing business policy decision making. This research conducted at Bandung to study the dimensions of e-service quality to measure young social media user perceptions. Data collection carried out through qualitative approach; focus group discussion. The results of this research are implemeted as one of several importants basic consideration to optimize SME’s social media uses for their marketing strategy and marketing-related decision making.
keywords:E-service quality, social media, small medium enterprises, perception
120 FORUM MANAJEMEN INDONESIA (FMI) KE-9, November 2017 ISBN:978-602-8557-31-3
EFEKTIVITAS
SOFT SKILLS TRAINING: STUDI KASUS PADA PELATIHAN AGENT of CHANGEDI PERUSAHAAN Y
Ferdinand Hindiarto [email protected]
Fakultas Psikologi, Universtas Katolik Soegijapranata Semarang
Mahasiswa Program Doktor Ilmu Psikologi Universitas Gadjah Mada Yogyakarta
ABSTRAK
Tujuan dari penelitian ini adalah untuk mengetahui efektivitas training sebagai media pengembangan soft skills SDM dalam organisasi dan kriteria efektivitas dari sudut pandang stakeholder training, yaitu peserta training, atasan peserta training, manager dan staf HRD serta direktur utama. Pendekatan penelitian yang digunakan adalah pendekatan kualitatif dengan metode studi kasus, yaitu program pelatihan Agent of Change (AoC) di perusahaan X. Wawancara mendalam dan Focus Group Disscussion digunakan sebagai metode pengambilan data pada subyek yang terdiri atas 4 orang peserta training AoC, 14 orang atasan peserta training, 3 orang manager dan staf HRD dan 1 orang direktur utama. Hasil penelitian menunjukkan bahwa training efektif untuk mengembangkansoft skills SDM, secara spesifik sebagai pembuka kesadaran bagi para peserta training dan harus diikuti dengan program-program lanjutan sebagai pengikat dan media bagi peserta untuk mengembangkan soft skills. Kriteria efektivitas soft skills training merujuk pada terjadinya transfer of training, yaitu dapat diterapkannya hasil training ke dalam konteks pekerjaan. Beberapa saran dan rekomendasi untuk penelitian selanjutnya menjadi implikasi dari penelitian ini.
Kata kunci:efektivitas training,soft skills training, transfer of training
ABSTRACT
The purpose of this research is to know the effectiveness of training as media of soft skill development of human resources in organization and criteria of effectiveness from stakeholder training point of view, that is training participant, supervisor of trainee, manager and staff of HRD and president director. The research approach used is qualitative approach with case study method, that is Agent of Change (AoC) training program in company X. In-depth interview and Focus Group Disscussion is used as data retrieval method on subjects consisting of 4 AoC training participants, 14 trainees’s managers, 3 managers and HRD staff and 1 directors. The results show that effective training to develop the soft skills of human resources, specifically as an opening awareness for the participants of the training and should be followed by advanced programs as a binder and media for participants to develop soft skills. The effectiveness criteria of soft skills training refers to the transfer of training, that is, the application of training results into the work context can be applied. Some suggestions and recommendations for further research are the implications of this research.
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keywords: training effectiveness,soft skills training, transfer of training
MEASURING CONSUMER LOYALTY PROGRAM: AN INVESTIGATION TO CITILINK INDONESIA CONSUMERS
(CASE OF CITILINK INDONESIA INJAKARTA) Irfanto Makarim PratamadanNila Krisnawati Hidayat
[email protected] [email protected]
Faculty of Business Administration and Humanities Swiss German University, Tangerang, Indonesia
ABSTRACT
This thesis is measurement in which stages the current position of Citilink Indonesia consumer.
Finally, it identifies in which stage the loyalty and engagement level of Citilink Indonesia with their customer and it will help them to create a long and strong relationship with ther customer.
This thesis using quantitative approach for data collected through questionnaire and qualitative data by in-depth interview, while the secondary data are attained from various text books, journals, and article. The quantitative data was analysing by Big-Doors loyalty framework using SPSS software. The result of this study is show that the current position of Citilink Indonesia customer are in low level, which means that overall each cohort are in low stages which are register and frequency level with the level of engagement in low level. It means that Citilink Indonesia airline I create a long term strategies to increase the level of engagement with their customer.
keywords—.Customer loyalty, Passenger Satisfaction, Loyalty Program, Service Quality, Big- Doors loyalty framework, Register, Frequency, Conversion, Advocacy, Rewards
122 FORUM MANAJEMEN INDONESIA (FMI) KE-9, November 2017 ISBN:978-602-8557-31-3
ANALISIS KEBERHASILAN USAHA KECIL BIDANG KONSTRUKSI DI KOTA PALU DITINJAU DARI KARAKTERISTIK PRIBADI
DAN KEPEMIMPINAN WIRAUSAHA Lina Mahardiana
Fakultas Ekonomi Universitas Tadulako
ABSTRAK
Penelitian ini bertujuan menguji dan mengkaji konsep karakteristik wirausaha yang dikemukakan oleh Sukardi (1991) yang akan memengaruhi keberhasilan usaha, baik secara langsung maupun tidak langsung, dengan kepemimpinan sebagai variabel antara. Unit analisis adalah 98 pengusaha kecil bidang konstruksi yang ada di Kota Palu diambil secara acak(ramdom)dan masing-masing dinilai oleh 2 orang karyawannya. Analisis jalur (path analysis) merupakan perluasan analisis regresi untuk menaksir hubungan kausalitas antar variabel (model causal), sehingga digunakan untuk menguji pengaruh antar variabel yang telah ditetapkan sebelumnya berdasarkan teori yang dikemukakan. Pengolahan data menggunakan bantuan program SPSS 21. Hasil yang diperoleh menunjukkan pengaruh tidak langsung lebih kuat dari pada pengaruh langsung, karena nilai koefisien regresi pengaruh karateristik wirausaha terhadap keberhasilan usaha sangat kecil (β = 0,148 atau hanya 14,8%), sedangkan total pengaruh tidak langsung sebesar 0,641 atau sebesar 64,1%, nilai ini lebih kecil dari nilai β pengaruh kepemimpinan terhadap keberhasilan usaha (β = 0,697 atau 69,7%).
Kata kunci:Karakteristik Pribadi Wirausahawan, Kepemimpinan dan Keberhasilan Usaha Kecil bidang konstruksi
ABSTRACT
This study aims to test and assess the characteristics of entrepreneurial concepts put forward by Sukardi (1991:105) that will affect the success of the business, either directly or indirectly, with the leadership as an intermediate variable. The unit of analysis is the construction field 98 small businesses in the city of Palu taken randomly and each was rated by 2 employees. Path analysis is an extension of regression analysis to estimate the causal relationships between variables (causal models), so it is used to test the influence between variables predefined by the theory proposed.
Processing data using SPSS 21. The results obtained indicate the indirect effect is stronger than the direct effect, because the regression coefficient characteristic influence entrepreneurs to business success is very small (β = 0.148, or only 14.8%), while the total effect is not immediately by 0,641 or by 64.1%, this value is smaller than the value β influence of leadership to business success (β = 0.697 or 69.7%).
keywords:entrepreneurial characteristics, leadership and Small business success