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The Influence of Student Motivation and Excellent Service Towards Student Graduate Satisfactions at Management Study Program, Economic Faculty of Open University Ayuni, Devi; Hartoyo, Sri; Dirdjosuparto, Sukiswo
Forum Pasca Sarjana Vol 34, No 3 (2011): Forum Pascasarjana
Publisher : Forum Pasca Sarjana

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Abstract

Open University (UT) is the first university used distance learning systems. Therefore, some important aspects that must be possessed by students in this learning system is the desire and ability to learn independently, and then motivation to progress and develop. Distance teaching and learning process is basically addressed to the readiness and motivation of students to study independently. This study uses two-factor theory of motivation namely intrinsic and extrinsic motivation. Therefore, in facing the problem of student motivation, UT needs to provide excellent service to support and motivate the student. To achieve an excellent service UT must have certain skills in human resources. Based on the existing problems, the purpose of this study were to analyze the affect of intrinsic motivation, extrinsic motivation, and excellent service toward the satisfaction of a student graduate at Management Study Program, Economic Faculty of Open University. This study used crosstabs and multiple regression analysis.  From the analysis showed that significantly the affect between intrinsic motivation, extrinsic motivation, excellent service, and dummy variable of graduation period, and education level.   Key words:  intrinsic motivation, extrinsic motivation, excellent service, student graduate satisfaction
ANALISIS PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KINERJA INOVASI: STUDI PADA PERUSAHAAN MANUFAKTUR DI JAWA BARAT Harsasi, Meirani; Ayuni, Devi
Media Riset Bisnis & Manajemen Vol 9, No 3 (2009)
Publisher : Fakultas Ekonomi & Bisnis, Universitas Trisakti

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Abstract

Total Quality Management (TOM) is a topic that is often linked to company performance. Some studies showed that TOM has influence on performance, while some others showed contrary results. This study examined the effect of TQM on innovation performance of manufacturing companies in West Java. The method of data collection was conducted through mailed questionnaires, which consist of 155 respondents using purposive sampling. Multiple regression analysis is a statistical tool that was chosen to analyze the hypotheses. The results indicated that all TQM variables had significant influence on innovation performance. Keywords: TQM, innovation performance, Ma4ufacturing companies
INTERELASI DETERMINAN LOYALITAS PELANGGAN LAYANAN KARTU PRABAYAR GSM SIMPATI Ayuni, Devi; Mulyana, Andy
Jurnal Manajemen Indonesia Vol 16 No 2 (2016)
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (760.193 KB) | DOI: 10.25124/jmi.v16i2.316

Abstract

Industri telekomunikasi telah berkembang dengan pesat dalam beberapa decade terakhir. Deregulasi pada sector telekomunikasi membuka peluang yang lebih besar bagi perusahaan perusahaan telekomunikasi untuk bersaing dalam penyediaan layanan seluler. Salah satu strategi untuk bertahan hidup yang ditempuh adalah dengan membangun kesetiaan pelanggan. Tujuan riset ini adalah untuk menganalisis inter-relasi determinan-determinan dari kesetiaan yang terdiri atas kualitas jasa, nilai yang dipersepsikan, dan kepuasan pelanggan. Populasi yang digunakan dalam studi ini adalah pengguna kartu pra bayar GSM Simpati. Adapun pengolahan data dilakukan menggunakan SEM dengan bantuan perangkat lunak LISREL 8.7. Validitas dan reliabilitas diukur menggunakan confirmatory factor analysis (CFA). Dari enam hipotesis, lima di antaranya diterima sedangkan lainnya ditolak. Kualitas jasa memiliki pengaruh positif terhadap nilai yang dipersepsikan dan kepuasan pelanggan namun tidak memiliki pengaruh terhadap kesetiaan pelanggan. Pengaruh kualitas jasa terhadap kepuasan adalah lebih besar daripada pengaruh kualitas jasa terhadap nilai yang dipersepsikan. Kepuasan dan kesetiaan dipengaruhi oleh nilai yang dipersepsikan pelanggan. Pengaruh dari nilai yang dipersepsikan terhadap kesetiaan adalah lebih besar daripada terhadap kepuasan. Kesetiaan pelanggan mempengaruhi kepuasan pelanggan secara positif dan signifikan. Berdasarkan pada kontribusi dari indikator dari konstruk, untuk memperoleh kesetiaan pelanggan, Telkomsel perlu memelihara dan meningkatkan cakupan wilayah, kualitas suara, kualitas hubungan, dan kualitas sinyal dari Simpati. Dengan peningkatan dari kualitas, pelanggan akan merasakan nilai yang positif termasuk pengorbanan tenaga, upaya, dan waktu dari pelanggan. Sebagai tambahan, hal ini akan menciptakan kepuasan pelanggan yang menggunakan layanan kartu pra bayar GSM Simpati dan memberikan rekomendasi dan komunikasi mulut ke mulut yang positif.Kata Kunci: kualitas jasa, nilai yang dipersepsikan, kesetiaan, kartu pra bayar
Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa Mulyana, Andy; Ayuni, Devi
Ultima Management : Jurnal Ilmu Manajemen Vol 9 No 2 (2017): Ultima Management : Jurnal Ilmu Manajemen
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31937/manajemen.v9i2.718

Abstract

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty
ANALISIS PENERAPAN STATISTICAL QUALITY CONTROL PADA BEBAN USAHA PT. PLN Ayuni, Devi
Jurnal Organisasi dan Manajemen Vol 8 No 1 (2012)
Publisher : LPPM Universitas Terbuka

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Abstract

PT. PLN (Persero) is fully responsible for the fulfillment of national electricity. The study was attempted to find out the difference of actual expenses compared to operating expenses in 2005-2006, 2006 -2007, and 2007-2008 at PT. PLN (Persero) and the application of Statistical Analysis Quality Control as one of cost control method. The study focused on the comparation of operating expenses and operating costs. This research used descriptive quantitative analysis. It was found that the plants of PLTGU were always greater than other plant. Based on the control chart, it could be seen that the UCL was Rp 14,292,399 (million) and the LCL was Rp 5,576,779 (million) permonth. It was suggested that PT PLN (Persero) control over its operating costs, so the leakage of operational costs can be avoided. For fiscal year 2010, PT PLN (Persero) should conduct an investigation towards its operational costs by using the Statistical Quality Control. PT. PLN (Persero) bertanggung jawab sepenuhnya atas pemenuhan kebutuhan listrik negara. Penelitian ini berusaha untuk mendapatkan informasi besarnya selisih pergerakan Realisasi Beban Usaha/Biaya Operasional tahun 2005-2006, 2006-2007, dan 2007-2008 pada PT. PLN (Persero) dan penerapan Statistical Quality Control terhadap beban usaha/biaya operasional PT PLN (Persero) sehingga dapat dijadikan sebagai salah satu cara pengendalian biaya. Studi ini berfokus pada perbandingan antara beban operasional dengan biaya operasional. Penelitian ini menggunakan analisis deskriptif kuantitatif. Penelitian ini menemukan bahwa pembangkit PLTGU selalu lebih besar dari jenis pembangkit lainnya. Berdasarkan peta kendali, dapat dilihat bahwa UCL adalah Rp 14.292.399 (juta) dan LCL adalah Rp 5.576.779 (juta) per-bulan. Disarankan agar PT PLN (Persero) dapat mengontrol biaya operasional sehingga kebocoran biaya operasional dapat dihindari. Untuk tahun fiskal 2010, PT PLN (Persero) harus melakukan investigasi terhadap biaya operasional dengan menggunakan metode Quality Control secara statistik
PENGARUH FAKTOR-FAKTOR PEMBENTUK LOYALITAS MAHASISWA UNIVERSITAS TERBUKA Ayuni, Devi; Mulyana, Andy
Jurnal Organisasi dan Manajemen Vol 11 No 2 (2015)
Publisher : LPPM Universitas Terbuka

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Abstract

Online tutorials is one form of e-learning are given UT. Since the registration period 2013.1 - 2014.2, the number of courses offered in Tuton increased 11% and participants increased 52%. Although Tuton has been growing rapidly, but the total decline in the number of students from the registration period 2013.1 to 2015.1. A decrease in the number of students can be justified as an indicator of lack of loyalty or retention of students. The main objective of this study was to test the relationships between the antecedents of loyalty, service quality, commitment, satisfaction, and reputation. The study population was coming from four faculties and one graduate program.Non probability method of sampling with judgmental sampling technique used in this study. The minimum required sample size of 200 respondents. Survey data collection is done by inviting respondents by email to fill out a questionnaire online in google site. Then the data were analyzed either descriptively and quantitatively using descriptive analysis and Structural Equation Modeling (SEM). Results of hypothesis testing showed 6 of 7 hypothesis is accepted with significant results. The sixth hypothesis are the influence of the quality of services to satisfaction; the effect on the reputation of the quality of services; the effect of commitment to student satisfaction; the effect of satisfaction to reputation; the effect of satisfaction on loyalty; and the effect of reputation on loyalty. As for the hypothesis is rejected is the effect of the reputation on commitment. Tutorial online merupakan salah satu bentuk e-learning yang diberikan UT.Sejak masa registrasi 2013.1-2014.2, jumlah mata kuliah yang ditawarkan dalam tuton bertambah sebesar 11% dan peserta tuton meningkat 52%. Walaupun tuton telah berkembang pesat, tetapi secara total terjadi penurunan jumlah mahasiwa dari masa registrasi 2013.1 hingga 2015.1. Penurunan jumlah mahasiswa dapat dijustifikasi sebagai salah satu indikator rendahnya loyalitas atau retensi mahasiswa.Tujuan utama dari penelitian ini adalah menguji relasi-relasi diantara anteseden loyalitas, yaitu kualitas jasa, komitmen, kepuasan, dan reputasi.Populasi penelitian ini adalah peserta tuton masa registrasi 2015.1 yang berasal dari 4 fakultas dan 1 program pascasarjana.Metode nonprobability sampling dengan teknik judgemental sampling digunakan dalam penelitian ini. Adapun ukuran sampel yang diperlukan minimum 200 responden. Pengumpulan data dilakukan  secara survei dengan mengundang responden melalui surel untuk mengisi kuesioner online dalam situs google. Kemudian data dianalisis baik secara deskriptif maupun kuantitatif menggunakan analisis deskriptif dan analisis Structural Equation Modelling (SEM). Hasil pengujian hipotesis menunjukkan 6 dari 7 hipotesis diterima dengan hasil yang signifikan. Keenam hipotesis tersebut adalah pengaruh kualitas jasa terhadap kepuasan; pengaruh kualitas jasa terhadap reputasi; pengaruh komitmen terhadap kepuasan mahasiswa; pengaruh kepuasan terhadap reputasi; pengaruh kepuasan terhadap loyalitas; dan pengaruh reputasi terhadap loyalitas. Adapun satu hipotesis yang ditolak adalah pengaruh komitmen terhadap reputasi.
PENGARUH KOMUNIKASI PEMASARAN, PENGALAMAN DAN KUALITAS JASA TERHADAP CITRA DAN KEPUASAN SERTA DAMPAKNYA PADA LOYALITAS WISATAWAN NUSANTARA (SURVEI TEMPAT REKREASI AIR TERJUN DI KABUPATEN BOGOR) Siswantini, Wiwin; Ayuni, Devi; Mulyana, Andy
Jurnal Organisasi dan Manajemen Vol 13 No 1 (2017)
Publisher : LPPM Universitas Terbuka

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Abstract

The study aims to get an overview of marketing communications, experience and quality of services as the cause of image formation and satisfaction and its impact on loyalty of domestic tourists in the waterfall recreation area. The object of this research is waterfalls in Bogor, namely Curug Bidadari and Curug Nangka. The number of samples acceptable in this study is 50 respondents. This number is a critical sample size in the sample measurements required through SEM Partial Least Square (PLS). From the questionnaires distributed on both waterfalls, collected 114 complete questionnaires that can be processed. The data analyzed in this research using Partial Least Square (PLS) method and using Smart PLS tools. The results showed that marketing communications significantly related to the image. This shows that interesting communication will form a positive image and encourage tourists to visit. Compared with marketing communications, experience has more role in shaping the image of the place of recreation. Service quality is significantly related to image. Service quality has the most dominant effect on image over experience and communication. Service quality is significantly related to satisfaction. Service quality is not significantly related to loyalty. The image is significantly related to satisfaction. The image is not significantly related to loyalty. Although the image does not directly affect the loyalty, but the image has an indirect effect on loyalty through satisfaction. Satisfaction is significantly related to loyalty. Of all the variables that have influence on loyalty the biggest influence is the variable of respondent satisfaction, that is the promotion of this recreation place as a place of recreation. Penelitian bertujuan untuk mendapatkan gambaran terkait komunikasi pemasaran, pengalaman dan kualitas jasa sebagai penyebab terbentuknya citra dan kepuasan serta dampaknya pada loyalitas wisatawan nusantara di tempat rekreasi air terjun. Objek penelitian ini adalah tempat wisata air terjun di Bogor, yaitu Curug Bidadari dan Curug Nangka. Jumlah sampel yang akseptabel dalam penelitian ini adalah 50 responden. Jumlah ini merupakan ukuran sampel kritis dalam pengukuran sampel yang diperlukan melalui SEM Partial Least Square (PLS). Dari kuesioner yang disebar pada kedua air terjun tersebut, terkumpul 114 kuesioner lengkap yang dapat diolah. Data yang dianalisis pada penelitian ini menggunakan metode Partial Least Square (PLS) dan menggunakan tools SmartPLS. Hasil penelitianmenunjukkan bahwa komunikasi pemasaran berhubungan signifikan terhadap citra. Hal ini menunjukkan bahwa komunikasi yang menarik akan membentuk citra yang positif dan mendorong wisatawan berkunjung. Dibandingkan dengan komunikasi pemasaran, pengalaman lebih berperan dalam membentuk citra tempat rekreasi. Kualitas jasa berhubungan signifikan terhadap citra. Kualitas jasa berpengaruh paling dominan terhadap citra dibandingkan pengalaman dan komunikasi. Kualitas jasa berhubungan signifikan terhadap kepuasan. Kualitas jasa tidak berhubungan signifikan terhadap loyalitas. Citra berhubungan signifikan terhadap kepuasan. Citra tidak berhubungan signifikan terhadap loyalitas. Walaupun secara langsung citra tidak berpengaruh terhadap loyalitas, tetapi citra berpengaruh tidak langsung terhadap loyalitas melalui kepuasan. Kepuasan berhubungan signifikan terhadap loyalitas. Dari semua variabel yang memiliki pengaruh terhadap loyalitas pengaruh terbesar adalah variabel kepuasan responden, yaitu promosi yang dilakukan tempat rekreasi ini sebagai suatu tempat rekreasi.
HUBUNGAN ANTARA KUALITAS JASA, CITRA DESTINASI, KEPUASAN PENGUNJUNG DAN NIAT MENGUNJUNGI KEMBALI TAMAN WISATA AIR TERJUN DI BOGOR Mulyana, Andy; Ayuni, Devi
Jurnal Manajemen Indonesia Vol 16 No 3 (2016)
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (820.745 KB) | DOI: 10.25124/jmi.v16i3.333

Abstract

Peningkatan jumlah destinasi wisata di Bogor telah mengakibatkan persaingan ketat pada industri pariwisata. Situasi ini mengakibatkan taman wisata air terjun untuk fokus pada pembangunan citra destinasi yang kuat dan pelayanan yang berkualitas agar memberikan kepuasan kepada pengunjung serta menimbulkan niat berkunjung kembali. Penelitian ini menemukan adanya pengaruh kualitas jasa dan citra destinasi terhadap kepuasan niat berkunjung kembali pada taman rekreasi air terjun di Bogor. Populasi penelitian ini adalah pengunjung wisata air terjun akhir minggu di bulan September 2015 dengan ukuran sampel 114 responden. Metode nonprobability sampling dan teknik convenience sampling digunakan dalam penelitian ini. Analisis data dilakukan secara deskriptif dan kuantitatif menggunakan metode Structural Equation Modeling dengan Smart PLS 2.0. Hasil penelitian menunjukkan bahwa kualitas jasa dan citra destinasi masing-masing berpengaruh langsung terhadap kepuasan dan niat berkunjung kembali. Selain itu, kepuasan pengunjung berpengaruh langsung terhadap niat berkunjung kembali. Oleh karena itu, pengelolaan kepuasan pengunjung melalui penyediaan kualitas jasa dan citra destinasi yang tinggi merupakan faktor penting dalam mendapatkan niat berkunjung kembali.
Pengaruh Faktor-Faktor Pembentuk Loyalitas Mahasiswa Universitas Terbuka Ayuni, Devi; Mulyana, Andy
Jurnal Manajemen dan Organisasi Vol 6, No 3 (2015): Jurnal Manajemen dan Organisasi
Publisher : Institut Pertanian Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (647.614 KB) | DOI: 10.29244/jmo.v6i3.12610

Abstract

Currently the learning system based on Information and Communication Technology (ICT) has been growing. The Open University (UT) has been using e-learning in the provision of learning support services. Online tutorials (Tuton) is one form of e-learning provided UT. Since the registration period of 2013.1-2014.2, the number of courses offered in Tuton increased by 11% and participants also increased by 52%. Although Tuton has been growing rapidly, the total number of students has declined from the registration period of 2013.1 to 2015.1. Such a decrease can be justified as an indicator of lack of loyalty or retention of students. The main objective of this study is to test the relationship between the antecedents of loyalty, service quality, commitment, satisfaction, and reputation. The study population comes from four faculties and one graduate program. Nonprobability method of sampling with judgmental sampling technique is used in this study. The minimum required sample size is 200 respondents. Survey data collection is conducted by inviting respondents by email to fill out a questionnaire online in google site. Then the data were analyzed both descriptively and quantitatively using descriptive analysis and Structural Equation Modeling (SEM). Results of hypothesis testing showed that 6 of 7 hypothesis were accepted with significant results. These sixth hypothesis are1) the influence of the quality of services to satisfaction; 2) the effect of the reputation on the quality of services; 3) the effect of commitment to student satisfaction; 4) the effect of satisfaction on reputation; 5) the effect of satisfaction on loyalty; and 6) the effect of reputation on loyalty. As for the rejected hypothesis is the effect of reputation on commitment.Keywords : loyalty, quality of service, commitment, satisfaction, reputation
THE IMPACT OF INSTITUTION IMAGE AND STUDENT SATISFACTION TO WORD OF MOUTH Mulyana, Andy; Ayuni, Devi
Journal of Management and Business Vol 14, No 2 (2015): SEPTEMBER 2015
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jmb.v14i2.319

Abstract

In the recent years a tremendous growth has been observed in the Indonesia higher education institutions (HEI). The growth in the number of HEI in year 2009 ? 2013 increased from 1.382 to 3.151. The increase in the number of HEI in Indonesia has resulted in the industry becoming very competitive. The situation call for HEIs to focus on establishing a strong institution image and providing student satisfaction to secure their positive word of mouth. A conceptual framework is proposed that investigates the impact of institution image and student satisfaction on word of mouth (WOM). Survey was employed and respondents were from the students of Indonesian Open University (Universitas Terbuka = UT). There were 155 usable questionnaires to analyze descriptive statistics, realibility, validity and structural equation modeling (SEM). The research found that institution image and student satisfaction significantly affects WOM and that image exerts a stronger influence on WOM than satisfaction. Therefore, UT as a service firm has to focus on these factors in order to built a long-term and mutally profitability relationship with a student and create positive WOM as competitive advantage.