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INDONESIA
Business and Finance Journal
ISSN : 25274872     EISSN : 2477393X     DOI : -
Core Subject : Economy,
Business and Finance Journal UNUSA (p-ISSN: 2527-4872; e-ISSN: 2477-493X) is a scientific peer-reviewed journal published by Faculty of Economics and Business, Universitas Nahdlatul Ulama Surabaya, Indonesia. Since Established in 2016, BFJ is intended Provide a medium for dissemination of original and quality research on various topic in business, finance and economics.
Arjuna Subject : -
Articles 44 Documents
Analisis Kepuasan Pelayanan dan Loyalitas Pelanggan dengan Menggunakan Metode Servqual, IPA, dan QFD di Terminal Teluk Lamong Saffan, Dafazal; Syairudin, Bambang; Achmadi, Fuad
Jurnal Bisnis dan Keuangan Vol 3 No 1 (2018): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (262.689 KB) | DOI: 10.33086/bfj.v3i1.412

Abstract

Service is a very important element in the effort to increase customer satisfaction and loyalty. Basically, the position of these services is a supporting factor to the service activities of PT Terminal Teluk Lamong. The number of service users who did online booking in counters and complaints in the services provided to encourage researchers to conduct research. The study population was a customer Terminal Teluk Lamong the number 312 company. The total sample of 75 respondents using the sampling method used is purposive sampling and Slovin formula. The analysisused in knowing the fit between the expectations and reality, used models Cartesian diagram. The results of the Cartesius diagram is processed with the House of Quality in QFD. The results of the analysis of SERVQUAL and QFD shows that five (5) top priority in efforts to improve customer satisfaction Terminal Teluk Lamong, namely: (1) evaluate the SOP of the process behandle, (2) adding personel to the clerk TKBM in behandle locations, (3) provide specialized training for officersat the behandle location, (4) Trying to establish a communication network with the Customs, if the service users experiencing problems in the management of NPE, and (5) Increases forklift unit if necessary.
Loyalitas Pasien Rawat Inap Melalui Layanan BPJS Kesehatan (Studi pada RSI Jemursari Surabaya) Mahanani, Putri; Karya, Denis Fidita
Jurnal Bisnis dan Keuangan Vol 1 No 1 (2016): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (763.792 KB) | DOI: 10.33086/bfj.v1i1.266

Abstract

BPJS is one of the health services provided by the government to the people ofIndonesia. In the process of patient care by using BPJS there were some complaints fromconsumers related to the quality of service. Poor service quality will have an impact onconsumer dissatisfaction in the service, so that it is capable of influencing consumer loyalty.Loyalty can only be generated if consumers have experienced the satisfaction of a goodservice quality provided by the service provider. This study aims to determine the effectof service quality on customer loyalty. In this case the customer satisfaction are thingsthat need to be met first before consumers get to the stage of loyalty. Respondents of thisstudy are inpatients in RSI Jemursari Surabaya as many as 100 people who use the serviceBPJS third grade. This study used survey method and analyzed using path analysis withPartial Least Square (PLS). Results from this study is the quality of service has an influenceon loyalty with mediation of consumer satisfaction. Loyalty can occur if the satisfactionfelt by consumers. Thus, in this study, customer satisfaction a mediating variable for therelationship between the variables of service quality and customer loyalty.
Analisis Kualitas Layanan dan Kepuasan Pengunjung Perpustakaan Kampus A Universitas Nahdlatul Ulama Surabaya (Unusa) Karya, Denis Fidita
Jurnal Bisnis dan Keuangan Vol 1 No 2 (2016): October
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (753.458 KB) | DOI: 10.33086/bfj.v1i2.280

Abstract

This research conducted a survey respondents visitors to 100 library campus aUnusa. The purpose of this research is to assess the level of the quality of services andsatisfaction visitors library campus a Unusa, so that it can be known how big level thequality of services and satisfaction visitors library. Research methodology it uses researchquantitative so that can be described clearly of the level of the quality of services andsatisfaction visitors library campus a Unusa. This research uses the importance performanceanalysis (ipa) used to know position strength and weakness of the indicators used.The result of research is obtainable 19 an indicator of the measurement of the quality ofservices library. In addition, this research results from for variables reliability and assurancehaving the same as it lies in quadrant two, while the rest those are variable tangible,responsiveness and empathy located at quadrant three.
Analisis Kompetensi Kepemimpinan dan Budaya Organisasi Terhadap Kepuasan Pelanggan Melalui Perilaku Responsif (Studi pada PT Garuda Indonesia Kantor Cabang Surabaya) Karimah, Yunia Insanatul
Jurnal Bisnis dan Keuangan Vol 1 No 1 (2016): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (994.282 KB) | DOI: 10.33086/bfj.v1i1.281

Abstract

The purpose of this research is to find out the influence of leadership competencyand organization culture to customer satisfaction either directly or indirectly throughresponsive behavior employees. This research has three variables namely independentvariables (leadership competency and organizational culture), mediating variable (responsivebehavior) and dependent variable (customer satisfaction). The population in thisresearch are frontliners and customer of PT Garuda Indonesia Surabaya Branch Office.The technique of data collection is the census method. Data are gathered by questionnairesgiven to 42 frontliners and customers of PT Garuda Indonesia Surabaya BranchOffice. This research used quantitative approach with multiple regression analysis. Theresult shows that leadership competency, organizational culture and frontliner responsivebehavior have significantly influence to customer satisfaction. Responsive behavior doesnot mediate the influence of leadership competency and organizational culture to customersatisfaction.
Analisis Faktor-Faktor yang Memengaruhi Terjadinya Turnover Karyawan pada PT X Priambodo, Raden Irwan
Jurnal Bisnis dan Keuangan Vol 3 No 1 (2018): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (154.329 KB) | DOI: 10.33086/bfj.v3i1.414

Abstract

One form of behavior is the wish of employees the move (turnover intentions) that led to the decision employees to left his job. With the level of turnover to companies, will increase have a potential costs, whether it is the cost of training who have invested on employees, the performance that should be sacrificed, and the costs recruitment and training back. The purpose of this research is to know the factors that affect turnover employee who happened to PT X. This study used a quantitative approach. Quantitative the kind of research that is used on the thesis this is quantitative explorative. The population of this study is all former employees of PT X total of 145 employees. The sample used using formulas slovin which totaled 107 an employee with a method of purposive addition to random. Data collection method that is used is questionnaire and documentation The result of this research are six factors that becomes consideration respondents to get out of companies are compensation (factor of 1), career opportunity (factor of 2), employee opportunities elsewhere (factor of 3), personal growth and development (factors of 4), uncomfortable.work (factor of 5) and job dissatisfaction (factor of 6)
Pengembangan Critical Success Factor (CSF) untuk Menunjang Kinerja Pejabat Pembuat Komitmen (PPK) dalam Pembangunan Jembatan Ketapang di Banyuwangi Tugiman, Tugiman; Syairudin, Bambang
Jurnal Bisnis dan Keuangan Vol 3 No 1 (2018): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (454.724 KB) | DOI: 10.33086/bfj.v3i1.415

Abstract

Bridge Project is a very complex work with high technology. In the project’s execution there are to many problem, such as delays of implementation, overpayment and other failures. It is necessary to develop of critical success factor (CSF) to support the performance of committing officer (PPK) in the execution of it’s duties and responsibilities in the implementation of the bridge project. The purpose of this study to identify the factors that are relevant to get an idea of the perception of CSF. The method used to solve complex problems in this study using analytical hierarchy process (AHP).The results of this study, the factors that affected the successful implementation of the bridge project, is the ability of the PPK in making self-estimated price (HPS) with the value (0,038), the ability of consultants to assist and provide guidance to the contractor in the licensing value ratio consistency (0,002) and the ability contractor in making the first project handover (PHO) value consistency ratio (0.001). The conclusion is that three factors are veryaffected to support the performance of committing officer (PPK) in the execution of bridge project.
Kapabilitas Dinamis UMKM dalam Merespons Perubahan Lingkungan Bisnis Liliani, Liliani; Wiliana, Jessy
Jurnal Bisnis dan Keuangan Vol 3 No 1 (2018): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (111.458 KB) | DOI: 10.33086/bfj.v3i1.417

Abstract

This study aims to explore the extent to which the SMEs are capable to develop dynamic capabilities to actively response changes of the environment. Exploration is conducted to SMEs in Surabaya engaged in food and beverage in order to capture the dynamics of the business environment and the ability of the SMEs relevant to dynamic capabilities. Three capabilities, namely adaptive, absorptive and innovative capabilities will be used to represent the elements of dynamic capabilities. This study uses qualitative descriptive approach to illustrate the abilities of SMEs infacing dynamic environment. Data collection uses semi-structured interview to four informants, who are chosen using purposive sampling method. The informants must meet all criteria set in this study to ensure their competence to explain SMEs operational activities, strategies and business environment. The results of this study shows that the SMEs have engaged in business activities related to adaptive, absorptive and innovative capabilities, but the activities are not managed comprehensively nor continuously. This study amplify important points of consideration to developdynamic capabilities in SMEs.
Analisis Kepuasan Pelanggan dalam Rangka Strategi Pemasaran Non-Tender PT Surveyor Indonesia (Persero) Cabang Surabaya Arifin, Mahfud; Syairudin, Bambang; Achmadi, Fuad
Jurnal Bisnis dan Keuangan Vol 3 No 1 (2018): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (337.569 KB) | DOI: 10.33086/bfj.v3i1.419

Abstract

This study begins with collecting 73 samples taken with random sampling method from 266 SISUB’s customer. Variable questionnaire covers components and service quality components of the marketing mix. After analysis of data questioner, obtained for value an interest in the things that are desired by customers with average score 3.562. For the average perceived value obtained 3.493. Furthermore, by exposing data in the Cartesian diagram using Importance Performance Analysis (IPA) is known of position the quality of service that has been provided and there are 6 (six) things to be fixed in SISUB services. Framing of Matrix House of Quality (HOQ) is performed as a basicQuality Function Deployment (QFD) which is a method of design in determining the development of quality improvement measures of performance to satisfy customers. Preparation of HOQ carried out through Focus Group Discussion (FGD), the result is expected to improve performance in supporting the Customer Relationship Management (CRM).
Implementasi Algoritma Wagner-Within pada Manajemen Inventori di PT X Katias, Puspandam; Affandi, Achmad
Jurnal Bisnis dan Keuangan Vol 3 No 1 (2018): March
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (205.347 KB) | DOI: 10.33086/bfj.v3i1.420

Abstract

The increasing competition in the manufacturing industry caused increasing inconsumer demand of the quality and quantity of a good product. Therefore, manufacturing companies must have reliable services, policies and product qualities to satisfy its customers. So it needs to be supported by efficient production system and inventory system. To able to create an efficient production system then need a good raw material inventory planning. This research aims to compere how efficiently in planning raw materials inventory between Wagner-Within Algorithm with the actual concept that applied to PT X, Sidoarjo. The methodology of this research is qualitative descriptive research. The findings this research is engaged in packaging (woven bag and jumbo bag) with main raw materials such as plastic ore and supporting material in inner, thread, additive, and pigment. Based on the result of the analysis is known that the actual concept of the company gives the total inventory cost IDR 3.151.000.000 with the frequency of ordering 12 times while WagnerWithin Algorithm method provides a more efficient total inventory cost of Rp. 2.685.821.101 with8 times the frequency of ordering and can savings of 14.8% of total raw material inventory cost.
Implementasi Balanced Scorecard sebagai Alat Pengukur Kinerja pada Koperasi Simpan Pinjam ARTA PANCA JAYA di Kabupaten Sidoarjo Kartika, Anita
Jurnal Bisnis dan Keuangan Vol 1 No 2 (2016): October
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (754.893 KB) | DOI: 10.33086/bfj.v1i2.431

Abstract

This study aims to determine the performance of Credit Unions ARTA PANCA JAYA when measured using the concept of balanced scorecard through four perspectives, namely: financial perspective, customer perspective, internal business process and learning and growth perspective, so it can be used as information for management in assessing company performance. The data used is quantitative and qualitative data. Quantitative data is data that can be measured, including comparative balance sheet, profit/loss and others. While the qualitative data is data that cannot be measured. The purpose of this study was to make a descriptive/picture, describe a systematic, factual and accurate information on the facts, characteristics and relationships between phenomena diselidiki. This study seeks to get an overview of the performance of companies in this regard, namely Credit Unions ARTA PANCA JAYA when viewed from four perspectives of the balanced scorecard. Performance measurement in this study using a score of -1 for the performance of “less”, and 0 for performance “pretty” and one for performance “good”. Total score assessment of performance against Credit Unions ARTA PANCA JAYA is 8, of the total weight of the standard 15. Thus, the average score is 8/15 = 0.53 (situated between 0 to 0.6).Berdasarkan results of performance assessment Credit Unions ARTA PANCA JAYA in 2010 showed that the performance of Credit Unions ARTA PANCA JAYA   overall was good.