ANALYSIS OF EFFECT OF SERVICE QUALITY IN MALL MANAGEMENT AND ITS RELATION TO TENANT SATISFACTION AT CENTER POINT MALL MEDAN

The purpose of this research is to get empirical evidence of analysis of effect of service quality in mall management and its relation to tenant satisfaction at Center Point Mall Medan. This type of research is descriptive quantitative. This research will be conducted at Center Point Mall Medan. This research was conducted for 2 months, from April to May 2022. The number of space tenants currently occupied is 176 units which are the target population. The samples are tenants who are encountered when the observations are carried out at Center Point Mall Medan, namely 64 samples are taken using a random sampling technique. Methods of data analysis using multiple linear regression with partial (t) test. The results of the study show that tangible has a significant effect on tenant satisfaction at Center Point Mall Medan. Reliability has a significant effect on tenant satisfaction at Center Point Mall Medan. Responsiveness has a significant effect on tenant satisfaction at Center Point Mall Medan. Assurance has a significant effect on tenant satisfaction at Center Point Mall Medan. Emphaty has a significant effect on tenant satisfaction at Center Point Mall Medan

ANALYSIS OF FACTORS AFFECTING FAIR REPLACEMENT VALUE OF LAND ACQUISITION FOR ROAD WIDENING IN RONGGUR NIHUTA, PANGURURAN DISTRICT, SAMOSIR REGENCY

The purpose of this research is to analyze factors affecting fair replacement value of land acquisition for road widening in Ronggur Nihuta, Pangururan District, Samosir Regency. This type of research is associative research with a quantitative approach. Population in this study is fair replacement value for each area on road widening in Ronggur Nihuta section which is determined and issued by the Office of Public Appraisal Services assigned by the Regional Secretariat of the Samosir Regency Government. The samples to be used in this study are 46 taken using a random sampling technique. The data analysis method uses a partial (t) test. The results of the study show that physical loss has a significant effect on fair replacement value of land acquisition for road widening in Ronggur Nihuta, Pangururan District, Samosir Regency. Non physical loss has a significant effect on fair replacement value of land acquisition for road widening in Ronggur Nihuta, Pangururan District, Samosir Regency

THE EFFECT OF RECRUITMENT, TRAINING AND PLACEMENT ON THE PERFORMANCE OF EMPLOYEES IN P.T ASTRA INTERNATIONAL TBK, TOYOTA AUTO 2000 SM. RAJA MEDAN

This study aims to identify and analyze the influence of recruitment, training, and placement on the employees’ performance of PT. Astra International Tbk, Toyota AUTO 2000 SM. Raja Medan. Data collection in this study was conducted through a survey approach by distributing questionnaires. The population of this research is permanent employees of PT. Astra International Tbk, Toyota AUTO 2000 SM. Raja Medan of as many as 145 people with the number of samples to be studied was 59 people. Methods of data analysis employed descriptive analysis. Data analysis techniques using multiple linear regression analysis aimed to calculate the effect of variables in order to show the influence of recruitment, training, and placement on employee performance. Hypothesis testing used simultaneous test (F-Test) and partial influence test (t-test). Results showed simultaneously that the recruitment, training and placement gave positive and significant impact on employee performance. Partially, variable of recruitment, training, placement have positive and significant influence, with variable of training affects the performance of employees more dominantly at PT. Astra International Tbk, Toyota AUTO 2000 SM. Raja of Medan.   Article visualizations

Strategy of Achievement Target Marketing of Services Licensed Operator Products PT Telkom Regional I

PT Telekomunikasi Indonesia, Tbk (PT Telkom) as the National Flag Carrier of telecommunications in Indonesia which has a Full Network Service Provider license serving almost all digital services for all licensed operators in Indonesia. One of the operators served by PT Telkom is Telkomsel. Telkomsel is the largest operator in Indonesia. In providing its best services to Telkomsel, Telkom Indonesia has a number of SoW (Scope of Work) that is used to share services provided to operators who are customers of licensed operator products, namely modernization: sites built using optical fiber but previously were on air using Telkom radios and rollout: sites built using fiber optics in areas where there is no service at all. In Sumatra, Telkom Regional I is tasked with serving Telkomsel in 3 areas, namely Telkomsel in the Sumbagut area (North Sumatra), Sumbagteng (Central Sumatra) and Sumbagsel (South Sumatra). In 2018 the construction of Telkomsel's BTS site has reached 9,566 Site ID Node-b which has reached 75% of the inner city of Sumatra. This type of research is a descriptive study by evaluating the factors that become obstacles in achieving Telkom Serviced Licensed Operator product targets in Telkom Regional I Sumatra and formulating strategies that can be done in increasing the achievement of the Serviced Licensed Operator product targets in Telkom Regional I Sumatra. To obtain strategies, various analyzes are carried out such as internal environmental analysis such as management, marketing, finance, production and operations, human resources, and external environmental factors such as the macro and industrial environment. In analyzing these factors, IFE (Internal Factor Evaluation) and EFE (External Factor Evaluation) score measurements, IE (Internal External) analysis and SWOT (Strength, Weakness, Opportunity, Thread) analysis are use

Perencanaan Jadwal Induk Produksi pada PT. Xyz

PT. XYZ merupakan Perusahaan yang bergerak di bidang perakitan transformator, yang berproduksi berdasarkan pesanan (make-to-order). Perusahaan sering mengalami keterlambatan penyelesaian order dari waktu yang telah ditetapkan. Pada tahun 2011 terjadi sampai sepuluh kali keterlambatan penyelesaian order yaitu satu kali pada bulan Januari, Februari, April, Mei, September, Oktober, dan dua kali pada bulan November dan Desember. Hal ini terjadi disebabkan sistem perencanaan operasional yang kurang terintegrasi dengan mempertimbangkan kapasitas produksi. Dengan adanya jadwal induk produksi yang berfungsi sebagai basis dalam penentuan jadwal proses operasi di lantai pabrik, dan jadwal alokasi sumber daya untuk mendukung jadwal pengiriman produk kepada konsumen, maka Perusahaan akan dapat melakukan kegiatan produksi secara terencana dan terkendali. Oleh sebab itu, PT. XYZ memerlukan perencanaan jadwal induk produksi transformator agar dapat melakukan pengendalian kegiatan produksi secara terintegrasi. Metode yang digunakan dalam pemecahan masalah adalah dengan melakukan penyusunan jadwal induk produksi (JIP) dalam upaya memenuhi jadwal pengiriman produk kepada pelanggan. Hasil penyusunan jadwal induk produksi menunjukkan semua produk yang dipesan dapat diselesaikan sesuai dengan waktu yang telah ditetapkan konsumen atau dengan kata lain tidak ditemukan keterlambatan penyelesaian order pada lantai produksi dan juga dapat diperoleh rencana kapasitas kasar yang dibutuhkan Perusahaan

RANCANGAN PERBAIKAN KUALITAS PELAYANAN DI PUSAT PELAYANAN PELANGGAN PT.X DENGAN PENDEKATAN MODEL SERVQUAL DAN INTQUAL

ABSTRAKTelecommunications business competition in the era of globalization increase strictly. Good service quality becomes an important key to win the competition. The visitors’ feedbacks of  customer service centre PT. X indicate dissatisfaction with personnel and physical aspect there. This research was conducted to identify factors that influence visitor and CSR officers satisfaction with SERVQUAL and Internal Service Quality model approach. The results obtained show that the external service quality variables consisting of tangibles, assurance, responsiveness, empathy and reliability has a correlation to customer satisfaction with value respectively 0.339, 0427, 0.542, 0.386, and 0.542. These five variables also have a significant relationship to customer satisfaction. Gap analysis results indicate that the assurance variable has the highest value gap at 1.41. The variables in the quality of internal services such as facilities / equipment, business processes and human resource development has a correlation to employee satisfaction with value respectively 0.604, 0.524 and 0.608. These three variables also had a significant relationship with employee satisfaction. Human resource development variable also has the highest gap value, ie 1.59. The design of the training with basic training, achievement motivation training, and customer service excellence materials is expected to be a solution to bridge both of the above, in order to improve the quality of services at the customer service center PT. X, giving satisfaction to customers and also employees themselves .Kata Kunci: SERVQUAL, Internal Service Quality, Correlation, Gap Analysis dan  Training PendahuluanGlobalisasi membuat iklim usaha menjadi semakin kompetitif, demikian pula di bidang telekomunikasi. Kompetisi bisnis semakin ketat dengan semakin banyaknya bermunculan operator telekomunikasi di Indonesia, baik yang merupakan investasi lokal maupun investasi asing. Saat ini ada sekitar sepuluh perusahaan telekomunikasi yang beroperasi di Indonesia (Wikipedia, telekomunikasi seluler di Indonesia). Dengan banyaknya operator telekomunikasi ini, konsumen dengan mudah berpindah-pindah operator sesuai keinginan mereka. Beberapa perusahaan telekomunikasi juga berpendapat bahwa era untuk mendapatkan pelanggan baru melalui layanan tradisional seperti layanan suara akan sampai di titik jenuh setelah penetrasi pelanggan mencapai 80%. Titik jenuh ini menyebabkan para operator mulai menjauhi kompetisi untuk mendapatkan pelanggan baru (Tekno Jurnal, 2011). Dengan demikian, kualitas pelayanan menjadi kunci penting bagi setiap operator telekomunikasi untuk memenangkan kompetisi atau untuk bertahan dalam kompetisi yang semakin ketat. Pelayanan yang baik akan meningkatkan kepuasan konsumen, sehingga merupakan strategi paling ampuh untuk mempertahankan pelanggan

Analisis Kebutuhan Kapasitas untuk Memenuhi Penyelesaian Order di PT. Apindowaja Ampuh Persada

PT. Apindowaja Ampuh Persada merupakan Perusahaan manufaktur yang bergerak dalam bidang pembuatan suku cadang (spare part) untuk mesin kelapa. Pola aliran proses pada PT. Apindowaja Ampuh Persada bersifat job shop, sehingga masing-masing produk memiliki aliran proses yang berbeda. Tingginya jumlah permintaan spare part Main Shaft membuat pihak Perusahaan mengalami masalah untuk memenuhi permintaan konsumen yang berakibat pihak Perusahaan melakukan kebijakan untuk melakukan jam kerja tambahan (lembur) dan sub kontrak kepada Perusahaan lain. Rought Cut Capacity Planning merupakan analisis untuk menguji ketersediaan kapasitas fasilitas produksi yang tersedia didalam memenuhi jadwal induk produksi (MPS). Kesimpulan dari penelitian ini diperoleh bahwa dari tujuh tenaga kerja dan empat stasiun kerja untuk memproduksi spare part Main Shaft ini terdapat dua stasiun kerja yang mengalami kekurangan kapasitas produksi yaitu pada proses pengelasan dan pemboringan. Total biaya produksi untuk pembuatan spare part Main Shaft berjumlah Rp. 864.920,-

Studi Pengendalian Mutu dengan Menggunakan Pendekatan Lean Six Sigma pada PT. Xyz

PT. XYZ adalah Perusahaan yang bergerak dalam produksi transformator. Kendala yang dihadapi oleh Perusahaan ini adalah adanya pemborosan (waste) yang terdapat selama proses produksi berlangsung seperti terdapat kegiatan-kegiatan yang tidak bernilai tambah dan tingginya produk cacat (30,3%) sehingga memerlukan rework pada produk tersebut. Hal ini mengakibatkan keterlambatan memenuhi lead time produksi produk sesuai dengan jumlah permintaan. Penelitian ini menerapkan konsep pengendalian mutu dengan pendekatan Lean Six Sigma dalam upaya mengidentifikasi dan mengeliminasi pemborosan (waste) dilantai produksi akibat non value added activity pada proses sehingga waktu produksi (leadtime) semakin pendek. Hasil penelitian menunjukkan kondisi Lean saat ini adalah PCE (Process Cycle Efficency) sebesar 82%, dengan kinerja kualitas pada saat ini untuk tahap inspeksi II dan III masing-masing sebesar 3,38 σ dan 4,01 σ. Salah satunya diajukan usulan perbaikan berupa penerapan prosedur kerja padabagian penggulungan kumparan, serta penerapan metode 5S, perawatan mesin, pelatihan operator secara berkala dan pengawasan sebagai hal penting yang masih harus diperhatikan Perusahaan di depan. Selain itu, juga diusulkan work place management dan eliminasi lima kegiatan non value-adde