Literature Review Penerapan Teknologi Informasi dan Metode Pengukuran Pada Audit Kepuasan Pelanggan

Soleman, Charolina Devi Oktaviana; Sudarma, Made; Pramaita, Nyoman

doi:10.24843/mite.2021.v20i02.p13

Cited by 2 publications

(2 citation statements)

References 13 publications

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“…Trust is defined as a condition in which one of the parties involved in the exchange process believes in the dependability and integrity of the other party [7]. Some essential components of trust are:…”

Section: B Broadband Service Qualitymentioning

confidence: 99%

The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar)

Kardiyasa,

Hartati,

Dipayana

2023

JTE

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Telkom Indonesia introduced fixed broadband, with its IndiHome product in 2015. According to the Triple Play service, IndiHome's flagship service, as well as other services, the core of IndiHome products is its internet service. Other services, such as voice (telephone) and interactive television (UseeTV) are ride products (augmented products). The goal of this study is to provide insight for future studies that will be conducted by researchers on service quality, which includes network quality, customer service, information quality, and customer data security. It also involves customer satisfaction, behavioural loyalty, and attitude loyalty. The issue in this study is that the number of customers who churn (unsubscribe the services) is increasing, indicating that customers are less loyal to IndiHome services. This study sent a questionnaire to 258 Witel Denpasar respondents who had subscribed to IndiHome for more than one month and had visited the Plaza Telkom in August 2022 in order to collect respondents' responses. The sampling technique used in this research is purposive sampling, which is a sampling technique with certain considerations. Data collection in this study was carried out by distributing questionnaires online via the Google form. And the data analysis technique used in this study is the structural equation modelling (SEM) method using LISREL 8.8 software. Keywords: Customer Satisfaction; IndiHome; Structural Equation Model; Behavioural Loyalty

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Section: B Broadband Service Qualitymentioning

confidence: 99%

The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar)

Kardiyasa,

Hartati,

Dipayana

2023

JTE

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“…Penelitian lain [11] mengatakan bahwa audit merupakan kegiatan yang dilakukan untuk mengevaluasi dan mengukur kesesuaian kinerja dari suatu proses terhadap prosedur yang telah ada atau yang telah diuji.…”

Section: A Audit Sistem Informasiunclassified

Aplikasi Waste Assessment Model (WAM) Pada Proses Perencanaan Anggaran Menggunakan Sistem SILUNA

Lusiani¹,

Sudarma²,

Jasa³

2023

JTE

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Peningkatan suatu kualitas baik produk maupun proses dapat dilakukan dengan menerapkan proses audit. Salah satu proses audit yang dapat dilakukan adalah dengan mengidentifikasi adanya suatu pemborosan. Pemborosan itu sendiri merupakan suatu proses yang tidak bernilai tambah. Metode audit yang digunakan untuk mengidentifikasi terdapatnya pemborosan adalah Lean. Penentuan dan eliminasi suatu proses yang tidak memberikan suatu nilai tambah merupakan fokus utama dari Lean. Dalam penerapannya, Lean memiliki metode untuk mengidentifikasi suatu pemborosan, metode tersebut adalah Waste Assessment Model (WAM). Penerapan WAM difokuskan untuk mengidentifikasi pemborosan dalam proses perencanaan anggaran menggunakan sistem SILUNA pada Bagian Perencanaan di Biro Perencanaan dan Keuangan Universitas Udayana. Penelitian ini mendapatkan hasil berupa 2 (dua) pemborosan dengan nilai paling tinggi, yaitu : defect merupakan waste urutan pertama dengan persentase 19,79% dan waste yang berada pada urutan berikutnya adalah inventory dengan persentase 16,35%. Kata Kunci— Lean; Waste; Waste Assessment Model

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Literature Review Penerapan Teknologi Informasi dan Metode Pengukuran Pada Audit Kepuasan Pelanggan

Cited by 2 publications

References 13 publications

The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar)

The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar)

Aplikasi Waste Assessment Model (WAM) Pada Proses Perencanaan Anggaran Menggunakan Sistem SILUNA

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