Publication Search

PT. X adalah Manufaktur Valve, Accuator dan Accessories. PT. X mengalami kesulitan dalam memenuhi pesanan pesanan karena proses setting produk Main Steam terlalu lama sehingga kapasitas produksinya rendah, sehingga perlu dilakukan perancangan Jig pada proses setting produk Main Steam agar dapat mengeliminasi waktu pengerjaan setting. Penelitian ini dilakukan pada bagian produksi dengan menggunakan metode analisis Quality Function Deployment. Tahapan dalam penelitian ini menggunakan Voice of Costumer yang berguna untuk mengetahui ketertarikan perusahaan, atribut produk dan respon teknis guna menghilangkan set up time yang lama sehingga tercapai kapasitas produksi. Setelah tahapan tersebut selesai, dilakukan analisis dengan menggunakan metode QFD. Identifikasi quality deployment function (QFD) sebagai salah satu alat yang dapat digunakan untuk mengidentifikasi kebutuhan pelanggan dan menghubungkan kebutuhan tersebut dengan desain produk. PT. X berhasil memangkas waktu setting dengan metode QFD untuk meningkatkan hasil produksi.

customer experience marketing is important to learn because changes in the behavior of customers who do not only see the product or service not only from service or from the quality of the product or service but more than that, namely experience, the experience must be unforgettable and positive. This study aims to predict the effect of customer experience on word of mouth either directly or indirectly using a mediating variable, namely customer satisfaction, this study uses an instrument, namely a questionnaire distributed to 100 customers of Bank Mandiri Syariah Jombang. and the results of the study show that the variable customer experience has a direct and indirect effect on word of mouth through customer satisfaction, and the variable costumer satisfaction directly affects word of mouth

This study aims to examine the Physical Aspects, Personality Interaction, Problem Solving, mediated by Customer Satisfaction against Customer Loyalty. The data used in this study used data obtained from questionnaires distributed to customers at Mirota Campus, DI Yogyakarta. The number of questionnaires distributed in this study to 220 respondents. The research data were analyzed using multiple linear regression analysis using the SPSS 25 program. The results of this study indicate (X1) Physical Aspects not have a positive effect on (Z) Customer Satisfaction. (X2) Personality Interaction has a positive effect on (Z) Customer Satisfaction. (X3) Problem Solving has a positive effect on (Z) Customer Satisfaction. (Z) Customer Satisfaction directly has a positive effect on (Y) Customer Loyalty. (X1) Physical Aspects through (Z) Customer Satisfaction has a significant influence on (Y) Customer Loyalty. (X2) Personality Interaction through (Z) Customer Satisfaction has a significant influence on (Y) Customer Loyalty. (X3) Problem Solving through (Z) Customer Satisfaction has no significant effect on (Y) Customer Loyalty and service quality mediated by costumer satisfaction (Z) on costumer loyalty (Y) has a positive effect.