Judul: Implementasi Perbaikan Layanan Menggunakan Metode Analisis Bertahan (Survival Analysis) Pada PT Mitra Nasional Kualitas
Abstrak: Keeping customer satisfaction are important thing to maintain customer loyalty by implementing Customer Relationship Management (CRM). CRM is the main objective to improve customer retention through improved customer satisfaction. Provide appropriate services to gain customer satisfaction. Given appropriate services based on customer ratings of the importance of the level of service variables. In addition, service evaluation is done by applying the method of survival analysis, information on the decline gets customer satisfaction based on customer retention. The purpose of this study was to assess the variables that are important to customer service. Then, the implementation needed to build a recovery service is based on the 4P's of marketing aspects of the company. Research at the National Quality Partners, Ltd. Jakarta, show resulting in customers assess the reliability and security attributes of the service is very important variable. Decline in retention rates and survival rates as well as the slope indicates the level of danger that companies need to do a recovery service. recovery services performed by approaching the 4P's of marketing with services variables that are considered important. then be sorted by priority service which should be rectified by the company using the Analysis Hierarchy Process (AHP).
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Judul: Evaluasi Layanan Transaksi Pelanggan Berbasis QFD (Quality Function Deployment) (Studi Kasus PT. Mitra Nasional Kualitas Jakarta)
Abstrak: Facing the problem of market condition and competition shifting, lack of sufficient information about customers’ needs and firm competencies are challenges to business organizations. Customers have requirements that they do not reveal and causing the firm’s failure of meeting the customers’ satisfaction. Therefore, firms need to manage their relationship toward customers, so as to gain a better customer insight by implementing the Customer Relationship Management approach. This research is aiming at evaluating service quality to meet customers’ satisfaction and planning an improvement for service quality based on customers’ judgment at Mitra Nasional Kualitas Jakarta, Ltd using Quality Function Deployment concept. This becomes important due to the customer churning that occurs in Mitra Nasional Kualitas Jakarta, Ltd. The voice of customers is identified using questionnaire and translated into service requirements by building a House of Quality matrix to solve the problem. In the end, evaluation results show that these service attributes: suitableness of limit order and special discount for loyal customers got improvement proportion point as 1.7 and indicate these service attribute have not met the customers’ satisfaction yet. The service recovery can be done by improving the quality of staffs’ service attitude, performance of office staff and distribution staff and goodness of information flow as well.
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Judul: Biology and ecology of the buffalo fly, haematobia exigua de meijere (diptera:muscidae)
Abstrak: The life history of the buffalo fly was observed at room temperature of 27°-29.5°C and at a relative humidity of 48-68 percent. The eggs hatched after 17-22 hours, with an average of 18 hours. First instar larvae measured 1.25 + 0.16 mm long and 0.27 + 0.037 mm wide. reach the second larval stage. It took 6-12 hours to the second instar larvae measured 2.676 +0.187 mm long and 0.353 +0.028 mm wide. The second instar took about 12-24 hours to reach the third larval stage. The third instar measured 6.833 + 0.189 mm long and 0.919 + 0.051 mm wide. It took about 2-3 days for the third instar to become pupae. Duration of the pupal stage was about 5-7 days before the adults emerged. Under laboratory condition, the buffalo fly completed its life cycle in 9.5 to 10.5 days, whereas under field condition it took 9-14 days with an average of 10.5 days. The growth ratio which was based on the measurements of the cephalo-pharyngeal skeleton of each instar was 1.797. The preoviposition period was 8-12 days and mating usually occurred on the 6th or 7th day. The longevity of the male was 29 days, whereas it was 32 days in the female. The range of egg production under laboratory condition was between 20-139 per female fly. The belly and hind legs of the carabao were the most preferred habitat either during cloudy and cool dry or shiny and warm day. When the weather was clear and the carabao was in the shade, the flies tended to be more distributed particularly on the shoulder, dewlap, back and horns. The carabaos had relatively fewer Musca sp. and Stomoxys calcitrans than cattle; never the less carabaos had a higher infestation of buffalo fly than cattle. Oviposition occured either during the day or night but the buffalo flies were more active during the night than in the day time. The effect of various lengths of exposure time of manure in relation to the oviposition was profound. observed, the maximum number of the buffalo flies was occurred when the dung was exposed for 30 minutes. With increasing time of exposure the number and variety of insects also increase. It was evident that Sepsidae and psychodidae were the most dominant insects emerging from the dung. The number of buffalo flies also increased with increasing
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