Pengaruh Service Recovery Dan Service Quality Terhadap Customer Satisfaction (Studi Kasus di UMKM Griya Laudry)

AbstractThis study aims to determine the effect of Service Recovery and Service Quality on Customer Satisfaction. A case study of Griya Laundry UMKM. This research was conducted at the Griya Laundry UMKM in Kasembon District. This research is included in the type of explanatory research where this research uses a quantitative approach. The population in this study were consumers who were at least 17 years old, had experienced Service Failures and had made transactions at the Griya Laundry UMKM, while the sample studied was 60 respondents. Data collection techniques using a questionnaire. Sources of data in this study using primary data. The data was processed using SPSS 14.0 software. The data analysis method used is an instrument test consisting of validity test, reliability test then normality test, classical assumption test, hypothesis test consisting of f test, t test and determination test. It is known that the f test shows that Service Recovery and Service Quality have a simultaneous effect on Customer Satisfaction. while the t test shows that Service Recovery has a positive and significant effect on Customer Satisfaction. Service Quality has a positive and significant effect on Customer Satisfaction. In the Adjusted R Square coefficient of determination, the results show 69.5% and another 30.5% is influenced by other factors not included in the study.  Keywords: Service Recovery, Service Quality, Customer Satisfatio

Pengaruh Gaji dan Intensif Terhadap Kinerja Karyawan Nonmedis dan Perawat pada Klinik Rumah Luka di Kabupaten Sidoarjo

Abstract          Klinik Rumah Luka Sidoarjo is a center treatment of wounds and circumcision modern located in Sidoarjo and has been equipped with power medical professional, but there are obstacles that cause employees home Luka Sidoarjo less than optimal in be work that is permasalahn salary. One of them is late payroll and often times the calculation of salaries are not appropriate between the salaries of the principal and salary overtime . The purpose of this research is to determine the effect of salary and intensified towards the performance of the employees inKlinik Rumah Luka. This study is using a type of quantitative research associative with the method descriptive. The population that used as many as 36 people. The data analysis method used in this research is multiple linear regression (multiple regressions). The results of this study are salaries and incentives have a simultaneous and partial effect on employee performance at the Klinik Rumah Luka Sidoarjo . Keywords: Employee Salary; Employee Intensive; Employee Performanc

IMPLEMENTASI TRIPLE HELIX DALAM MENDORONG PERTUMBUHAN DESA WISATA PERTANIAN ORGANIK DESA KANIGORO SEBAGAI UPAYA MENCIPTAKAN LAPANGAN PEKERJAAN (Studi Pada Desa Wisata Pertanian Organik Kanigoro Kec. Pagelaran Kab. Malang)

Abstract This study Intends: 1) to find out and analyze the role of academics and industry in creating organic agricultural tourism in Kanigoro Village. 2) to find and analyze the factors that play a role in the development of organic agricultural tourism in Kanigoro Village. The speakers in this study consisted of Mr. Basiri as the head of the P4S Bengkel Mimpi, Mr. Ishaq as one of the P4S Bengkel Mimpi administrators, Mr. Mujib as the village apparature, Mr. Nazil as an industry player, Mas Robit as a student of Brawijaya University, Mr. Min as a resident of Kanigoro Village and Mr. Dwi as the field officer of the Malang Regency Agriculture and Food Crops Service.The results of the study explained that academics played an important role in mapping the problems and potentials of developing Kanigoro Village through various studies conducted from various disciplines so that it was found that Kanigoro Village has the potential to become an organic agricultural tourism village. The Kanigoro Village Government and the Malang Regency Agriculture and Food Crops Office played a role in promoting activities that were participated in both regional and national scales. The next actor is a business / industry actor who applies organic vegetable products in Kanigoro Village to the city. Furthermore, the factors that play an important role are the agricultural potential of Kanigoro Village, the desire to change and the use of digital media. Factors that inhibit financial shortages and loyalty of basic opinions are Mr. Basiri and the people of Kanigoro Village.Keywords: Triple Helix, Organic Farming TourismPendahuluan

Corporate Governance and Performance of Companies Listed on the Indonesia Stock Exchange

Penelitian ini bertujuan untuk mengetahui pengaruh corporate governance terhadap kinerja perusahaan yang tercatat pada Bursa Efek Indonesia. Berdasarkan hasil analisis dan pembahasan pada bab sebelumnya dapat disimpulkan bahwa: a) Secara serempak variabel CGIP, Komposisi Aktiva, Kesempatan Tumbuh dan Ukuran Perusahaan berpengaruh terhadap ROE pada alpha 10%; b) CGIP, Komposisi Aktiva, Kesempatan Tumbuh dan Ukuran Perusahaan tidak berpengaruh terhadap Tobin’s Q pada alpha 5% dan 10%; c) Corporate governance berpengaruh secara signifikan terhadap kinerja perusahaan; d) Komposisi Aktiva tidak berpengaruh terhadap Tobin’s Q baik pada alpha 5% maupun 10%; e) Kesempatan Tumbuh tidak berpengaruh terhadap Tobin’s Q baik pada alpha 5% maupun 10%; f) Ukuran Perusahaan tidak berpengaruh terhadap Tobin’s Q.This study aims to determine the effect of corporate governance on the performance of companies listed on the Indonesia Stock Exchange. Based on the results of the analysis and discussion in the previous chapter, it can be concluded that: a) Simultaneously, the CGIP, Asset Composition, Growth Opportunity, and Company Size variables affect ROE at alpha 10%; b) CGIP, Asset Composition, Growth Opportunity, and Company Size have no effect on Tobin's Q at alpha 5% and 10%; c) Corporate governance has a significant effect on company performance; d) Asset composition does not affect Tobin's Q either at 5% or 10% alpha; e) Growth Opportunity does not affect Tobin's Q either at 5% or 10% alpha; f) Company size does not affect Tobin's Q

ANALISIS RASIO KEUANGAN UNTUK MENGETAHUI KINERJA KEUANGAN BANK UMUM MILIK PEMERINTAH

Tujuan dari penelitian ini adalah untuk mengetahui kinerja keuangan bank umum milik pemerintah dengan menggunakan analisis laporan keuangan. Penelitian ini menggambarkan perbedaan kinerja keuangan bank umum yang dimiliki oleh pemerintah. Jenis penelitian ini adalah deskriptif kuantitatif. Sumber Data menggunakan data sekunder yang diperoleh dari laporan keuangan bank. Metode pengumpulan Data menggunakan situs BEI (www.idx.co.id) berupa laporan keuangan dari Bank Umum Pemerintah sampai dengan periode 2017-2019. Populasi dan sampel adalah laporan keuangan bank selama periode waktu 2017-2019. Berdasarkan hasil penelitian diperoleh simpulan bahwa nilai rasio profitabilitas ROA, ROE dan NIM Bank Mandiri, Bank BRI dan Bank BNI memiliki rasio yang baik dan berbanding lurus, hal ini menunjukkan kinerja keuangan yang baik. Sementara itu, Bank BTN memiliki nilai rasio yang buruk di NIM yang sebanding dengan ROA dan ROE sehingga kinerja keuangannya tidak baik. Nilai perbandingan rasio solvabilitas bank BTN, Bank BRI, Bank Mandiri, dan Bank BNI dalam CAR rasio baik dan berbanding lurus, sehingga kinerja keuangan keempat bank milik pemerintah tersebut dapat dikatakan baik. Perbandingan nilai rasio likuiditas milik Bank BTN, Bank Mandiri, Bank BRI dan BNI dalam LDR keduanya masuk dalam kategori baik. Ini menunjukkan kinerja keuangan yang baik juga. Berdasarkan Uji Analisis Diskriminan, nilai signifikansi di atas 0,05, hal ini menunjukkan nilai signifikan. Nilai Lamda Wilks mendekati 1, menunjukkan bahwa data dari masing-masing bank cenderung sama.Kata Kunci:  Rasio Keuangan, Kinerja Keuangan, Bank Umum Milik Pemerintah The purpose of this study was to determine the financial performance of commercial banks owned by the government by using financial statement analysis. This study illustrates the difference in financial performance of commercial banks owned by the government.This type of research is quantitative descriptive. Data sources using secondary data obtained from the financial statements of banks. Data collection methods using the IDX website (www.idx.co.id) in the form of financial statements from government commercial banks until the period 2017-2019. The population and sample are the financial statements of banks during the time period 2017-2019. Based on the results obtained the conclusion that the value of profitability ratios ROA, ROE and NIM Bank Mandiri, Bank BRI and Bank BNI has a good ratio and is directly proportional, it shows good financial performance. Meanwhile, bank BTN has a poor ratio value in NIM which is comparable to ROA and ROE so that its financial performance is not good. The comparative value of the solvency ratio of bank BTN, Bank BRI, Bank Mandiri, and Bank BNI in the CAR ratio is good and directly proportional, so that the financial performance of the four government-owned banks can be said to be good. Comparison of the value of liquidity ratios belonging to bank BTN, Bank Mandiri, Bank BRI and BNI in the LDR are both in the good category. This shows its good financial performance as well. Based on the discriminant analysis test, the significance value is above 0.05, this indicates a significant value. The value of Wilks ' Lamda is close to 1, indicating that the data from each bank tends to be the same.Keywords:  Financial Ratios, Financial Performance, Government-Owned Commercial Bank

PENGARUH NILAI LABA, NILAI BUKU, ARUS KAS, DAN PROFITABILITAS TERHADAP HARGA SAHAM SEBELUM DAN SETELAH INTERNATIONAL FINANCIAL REPORTING STANDARD (STUDI EMPIRIS PADA PERUSAHAAN DAGANG YANG TERDAFTAR DI BURSA EFEK INDONESIA) PERIODE 2009-2014

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh nilai laba, nilai buku, arus kas, dan profitabilitas sebelum dan setelah international financial reporting standard serta pengaruhnya terhadap harga saham (studi empiris pada perusahaan dagang yang terdaftar di Bursa Efek Indonesia) periode 2009-2014. Populasi dalam penelitian ini yaitu perusahaan perdagangan yang terdaftar di BEI, selama tahun 2009-2014. Sampel penelitian ini berjumlah 45 sampel. Teknik analisis data menggunakan uji asumsi klasik, uji hipotesis meliputi uji regresi linear berganda, goodness of fit model meliputi uji statistik, koefisien determinasi (R2 ), uji signifikasi simultan (uji stastitik F) dan uji beda paired sample t-test. Hasil penelitian menunjukkan bahwa nilai laba berpengaruh terhadap harga saham sebelum IFRS. Nilai buku berpengaruh terhadap harga saham sebelum IFRS. Arus kas berpengaruh terhadap harga saham sebelum IFRS. profitabilitas tidak berpengaruh terhadap harga saham sebelum IFRS. Nilai laba berpengaruh terhadap harga saham setelah IFRS. Nilai buku berpengaruh terhadap harga saham setelah IFRS. Arus kas tidak berpengaruh terhadap harga saham setelah IFRS. Profitabilitas berpengaruh terhadap harga saham setelah IFRS (studi empiris pada perusahaan dagang yang terdaftar di Bursa Efek Indonesia) periode 2009-2014

Analisis Pengaruh Board of Directors, Struktur Aset, Kepemilikan Institusional, dan Kebijakan Hutang Terhadap Nilai Perusahaan (Studi Kasus Pada Perusahaan Pertambangan Yang Terdaftar Di BEI Periode 2017-2019)

AbstractThis study aims to determine the effect of independent variables, namely board of directors, asset stucture, institutíonal ownership, and policies debt on the dependent variable, namely the value of the company in mining companies listed on the Indonesia Stock Exchange (IDX) in 2017-2019. The population used in this study is mining companies listed on the Indonesia Stock Exchange (IDX) in the 2017-2019 period. The method for sampling uses purposive sampling based on predetermined criteria. The number of samples is 15 mining companies. The data in this study use simple linear regression and hypothesis testing.The results of this study indicate that board of directors have a positive but not significant effect on firm value, asset stucture has a negative and significant effect on firm value, institutíonal ownership have a positive but not significant effect on firm value and debt policy has a positive and significant effect on firm value. Keywords: Board of Directors, Asset Stucture, Institutíonal Ownership, Debt Policy,Company Valu

Pengaruh City Image Dan City Branding Terhadap Minat Berkunjung Ke Destinasi Wisata Lokal Di Kota Batu (Studi Pada Mahasiswa FEB Universitas Islam Malang Angkatan 2017 )

Abstrak This study aims to determine the effect of City Image and City Branding on interest in visiting local tourist destinations in Batu city. This research is a type of explanatory research. The research subjects were 70 students of FEB Malang Islamic University class of 2017. The method of data collection is done by using a questionnaire. The analysis method used is validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis, determination coefficient test, and hypothesis test. The results showed that City Image and City Branding have an effect on the interest in visiting local tourist destinations in Batu City, simultaneously City Image and City Branding on the Interest in Visiting Local Tourist Destinations in Batu City on Students of the Faculty of Economics and Business Malang Islamic University Class of 2017, the influence partially City Image and City Branding on the Interest of Visiting Local Tourist Destinations in Batu City for Students of the Faculty of Economics and Business, Islamic University of Malang, Class of 2017. Keywords: City Image, City Branding, Interest in visitin

Pengaruh Pemenuhan Kebutuhan, Pemenuhan Harapan Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Toko Duta Printer Kota Malang

AbstractSholehuddin, Thesis Title, "The Influence of Fulfillment of Needs, Fulfillment of Expectations and Quality of Service on Customer Satisfaction at the Duta Printer Shop in Malang City". Strata 1 (S1) Management study program at the Faculty of Economics, Islamic University of Malang. 2017This study aims to determine the effect of Fulfillment of Needs, Fulfillment of Expectations and Quality of Service on Customer Satisfaction at the Duta Printer shop. The type of research used is a survey, the data collection method uses a questionnaire with a sample of 99 respondents who use products at the Duta Printer shop in Malang.The results of statistical calculations with multiple linear regression analysis can be shown by the regression equation Y = 0.879 + 0.163X1 + 0.094X2 + 0.115X3 + e. From the regression equation, it is known that the fulfillment of needs, fulfillment of expectations and service quality have a positive effect on customer satisfaction. This means that the better the fulfillment of needs, the fulfillment of expectations and the quality of services provided by the company, the greater the satisfaction felt by the customer. Keywords : Fulfillment of Needs, Fulfillment of Expectations, Quality of Service and Customer Satisfaction

Pengaruh Kepemimpinan Transformasional Dan Disiplin Kerja Terhadap Kepuasan Kerja Pegawai (Studi Kasus Kantor DPRD Kota Bima)

Abstract Transformational leadership is the ability of a leader to influence employees to achieve targeted goals to do extraordinary things. A leader must be able to influence his employees in certain ways to achieve the goals to be achieved from the company. Transformational leadership is the ability of superiors to work with others to optimally transform human resources within the company to achieve goals in accordance with predetermined achievements.Transformational leadership has a strong influence in running an organization. A leader must be able to create a sense of self-confidence with employees, as a leader must also be able to make the employees he leads have the determination to carry out the goals that have been determined by the company. Leaders should involve employees when making decisions, so that employees feel more valued and have self-esteem. Transformational leadership is a situation in which employees of a transformational leader feel trust, admiration, loyalty, and respect for the leader, and they are motivated to do more than expected. A leader must be able to transform and motivate employees by making them more aware of the importance of results or work, encouraging them to prioritize the company or team over self-interest, and activating their needs at a higher level. The leadership style applied by the leader will have an impact on employee job satisfaction. Job satisfaction is a positive emotional state that is the result of evaluating one's work experience. Job dissatisfaction arises when one's expectations are not met. (Danang Sunyoto 2015) Work discipline can be defined as an attitude of respect, respect, obedience, and obedience to the applicable regulations, both written and unwritten and being able to carry out them and not evading sanctions. Employee discipline is absolutely necessary so that all activities that are being carried out run according to the mechanism that has been determined by Rivai, (2009) Good job satisfaction must be supported by high employee discipline, especially seen from the level of employee attendance. According to Wijaya et al. (2012: 52), the average attendance rate is 2-3 percent, symptoms of poor employee work discipline. Basically the discipline factor is one of the important functions of human resource management and is the key to the realization of goals, because without discipline it is difficult to achieve maximum goals. Job satisfaction is an assessment, feeling or attitudea person or employee towards his work and relationships with the work environment, type of work, compensation, relationships between coworkers, social relations at work and so on. Job satisfaction is the fulfillment of several wants and needs through work or work activities. Each employee will have a measure of job satisfaction which varies from one employee to another. Job satisfaction varies due to differences social status in society.  Keywords : Transformational leadership, work discipline and job satisfactio