Epicheirisi: Jurnal Manajemen, Administrasi, Pemasaran dan Kesekretariatan

Customer Relationship Management Strategy at PT POS Indonesia (Persero) Ngawi Branch Office

Kiptiana Dwi Julianti, Subiyantoro, Niza Nurmalasari — Wed, 15 Nov 2023 00:00:00 +0800

Managing good relationships with customers can be applied to a concept known as Customer Relationship Management (CRM). The implementation CRM allows companies to personalize interactions with customers. Based on available information, companies can provide specific and personalized services to each customer. Improving service quality makes customers feel valued and important, this will increase customer loyalty. The purpose of this study was to determine and describe the application of Customer Relationship Management strategies in the field of Corporate Courier and Logistics at PT Pos Indonesia (Persero) Ngawi Branch Office. The research was conducted using descriptive qualitative methods with data collection through interviews and documentation. Data processing techniques are carried out with data exposure and discussion. The results of the research show that the implementation of CRM strategies at the Ngawi Branch Post Office is carried out in seven stages. In the first stage, one-to-one marketing, customer IDs are made and interact personally. Then conduct employee training, provide complaint services, and conduct promotions. Furthermore, in addition to conducting routine visits and marketing directly or through social media, it also conducts free pick-up services. The last stage is to make the process continuous.

The Role Of The Image Of The Bank Muamalat Madiun Branch Office In Forming Customer Loyalty

Alfika Waya Safitri, Netty Lisdiantini, Farida Tri Hastuti — Wed, 15 Nov 2023 00:00:00 +0800

Every bank tries to offer the best choices and facilities attracting customers due to the emergence of new competitors operating in the same field; with this, the bank is certainly trying to maintain its image well. The image of a bank is important for a company because it maintains its customers so that they remain loyal, and even non-customers can be attracted to the bank and not switch to existing competitors. This research aims to determine the role of the image of the Bank Muamalat Madiun Branch Office in forming customer loyalty. The research method used is a quantitative method using a questionnaire as a data collection instrument. The sample in this study used 30 respondents with purposive sampling data collection techniques. The primary data used is a questionnaire, and secondary data is obtained through documents such as books and articles. The research results show that there is a role or influence on the image of Bank Muamalat Madiun Branch Office in forming customer loyalty, as proven by the results of hypothesis test calculations (t-test). It can be seen that the significance value obtained is 0.000

WORK MOTIVATION OF PT BUMI DEVELOPMENT PERTIWI MADIUN EMPLOYEES

Erlita Yuli Septianasari, Ina Syarifah, Farida Tri Hastuti, Eva Mirza Syafitri — Wed, 15 Nov 2023 00:00:00 +0800

Motivation is an impulse that can move a person to carry out any activity, whether originating from himself or from outside, in order to achieve the goals that have been set. This research aims to describe the work motivation of PT Bumi Pembangunan Pertiwi Madiun employees. The method used in this research is quantitative descriptive; this method explains the situation to be researched with the support of a literature study so that it further strengthens the researcher's analysis in making a conclusion. The population in this study were all employees at PT Bumi Pembangunan Pertiwi, with a sample size of 86 respondents. The data processing technique uses Microsoft Excel and SPSS 25. The indicators used in the motivation variable are physical needs, safety and health needs, social needs, esteem needs, and self-actualization needs. The results obtained show that employee work motivation is categorized at a medium level with a percentage of 73%. The order of application of employee motivation at PT Bumi Pembangunan after conducting research is safety and health needs, self-actualization needs, social needs, physical needs, and finally the need for appreciation. The need for appreciation for PT Bumi Pembangunan employees needs to receive attention from management. This is necessary to maintain and appreciate the work efforts of employees within the company so as to encourage employee morale.

SERVICE EFFECTIVENESS OF PANDAWA BPJS KESEHATAN IN NGANJUK REGENCY

Nurmitasari, Ina Syarifah, Hendrick Hernando — Wed, 15 Nov 2023 00:00:00 +0800

Information and communication services in the service industry context have a crucial role. BPJS Kesehatan, as a national health insurance institution, provides Pandawa service to accommodate administrative needs and participant complaints. This study was conducted to assess the effectiveness of Pandawa service usage in Nganjuk Regency. We applied four indicators to achieve that objective, including interface, navigation, content, and reliability. A total of 50 BPJS Kesehatan participants were involved as respondents in this study. Based on the data interpretation results, it was concluded that the Pandawa BPJS Kesehatan in Nganjuk Regency was in the effective category.