SIMPLEX: Journal of Economic Management

PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KINERJA OPERASIONAL DI UPTD PUSKESMAS PUNGGUR

2026-07-02T10:19:02+07:00

Sebagai salah satu sarana kesehatan di daerah, keberadaan Puskesmas masih dipandang sebelah mata oleh sebagian masyarakat. Kondisi ini disebabkan perlengkapan medis yang tidak selengkap rumah sakit komersial dan pelayanan yang diberikan sering kali belum bisa memenuhi harapan masyarakat (pasien). Oleh karena itu, diperlukan langkah-langkah continuous improvement terhadap kinerja operasional Puskesmas. Tujuan penelitian ini adalah untuk mengetahui pengaruh Total Quality Management yang meliputi strategi nilai pelanggan, sistem organisasional, dan perbaikan kualitas terhadap kinerja operasional di UPTD Puskesmas Punggur. Metode penelitian yang digunakan adalah penelitian kuantitatif dengan pendekatan survei dan alat ukur berupa kuesioner tertutup. Teknik sampel yang digunakan yaitu total sampling sejumlah 59 orang petugas. Analisis data menggunakan analisis regresi linier berganda, uji T, uji F, dan koefisien determinasi dengan bantuan aplikasi SPSS 25 for windows. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara variabel strategi nilai pelanggan, sistem organisasional, dan perbaikan kualitas terhadap variabel kinerja operasional. Disarankan kepada pihak Puskesmas untuk dapat meningkatkan pengelolaan fasilitas dan pembiayaan pelatihan petugas sehingga dapat meningkatkan mutu kinerja operasional.

Kata Kunci: Total Quality Management, Kinerja Operasional, Puskesmas

PENGARUH ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM), KUALITAS LAYANAN, DAN NILAI PELANGGAN TERHADAP RETENSI PELANGGAN PADA PT ADA DIGITAL BERSAUDARA

2026-07-02T11:19:58+07:00

Penelitian ini bertujuan untuk mengetahui sejauh mana Electronic Customer Relationship Management (E-CRM), kualitas layanan, dan nilai pelanggan memengaruhi retensi pelanggan pada PT Ada Digital Bersaudara. Metode yang digunakan adalah kuantitatif dengan pendekatan causal comparative, di mana data dikumpulkan melalui kuisioner skala Likert dari 85 responden yang dipilih menggunakan simple random sampling, kemudian dianalisis menggunakan regresi linier berganda.

Uji t parsial mengungkapkan bahwa E-CRM (β = 0,582; p < 0,001), H₁ diterima sehingga Electronic Customer Relationship Management (E-CRM) berpengaruh positif dan signifikan terhadap retensi pelanggan. Kualitas layanan (β = 0,160; p = 0,013), H₂ diterima sehingga kualitas layanan berpengaruh positif dan signifikan terhadap retensi pelanggan. Nilai pelanggan (β = 0,205; p = 0,002), H₃ diterima sehingga nilai pelanggan berpengaruh positif dan signifikan terhadap retensi pelanggan. Uji F simultan (F = 211,559; p < 0,001), H₄ diterima sehingga menunjukkan E-CRM, kualitas layanan, dan nilai pelanggan secara bersama-sama berpengaruh positif dan signifikan terhadap retensi pelanggan.

Temuan ini menegaskan pentingnya integrasi Electronic Customer Relationship Management (E-CRM), peningkatan kualitas layanan, dan pemberian nilai optimal dari pelanggan dalam upaya mempertahankan retensi pelanggan di era bisnis digital.

THE ROLE OF QUALITY AND EXPERIENCE IN BUILDING CUSTOMER LOYALTY AT GRANDLUCKY SUPERSTORE

2026-07-24T18:46:45+07:00

This study investigates how service quality and customer experience contribute to customer loyalty, with satisfaction functioning as a mediating variable at GrandLucky Superstore in Jakarta. A quantitative approach was employed by distributing an online questionnaire to 227 individuals who had made at least two purchase transactions at GrandLucky. Respondents were selected using purposive sampling, and the data were analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) technique. The results indicate that both service quality and customer experience exert significant and positive effects on customer satisfaction, which in turn strongly influences loyalty. The analysis also confirms that satisfaction serves as a key mediator linking service quality and customer experience to loyalty. These findings suggest that improved service performance and more engaging shopping experiences strengthen customers’ commitment to continuing their patronage of GrandLucky. From a managerial perspective, maintaining consistent service delivery, enhancing pleasant interactions, and managing positive shopping experiences are essential strategies for fostering long-term customer relationships and reinforcing competitive advantage in the premium retail sector.

THE IMPACT OF SYDNEY SWEENEY AND E-WOM ON AMERICAN EAGLE PURCHASE INTENTION: THE ROLE OF BRAND IMAGE MEDIATION IN DKI JAKARTA

2026-07-07T13:12:48+07:00

This study aims to understand how brand ambassadors and electronic word of mouth(eWOM) shape consumers’ purchase intention, with brand image positioned as the mediating variable. The research focuses on American Eagle consumers in the DKI Jakarta area who are familiar with the marketing campaign featuring Sydney Sweeney as the brand ambassador. A quantitative approach was employed, using purposive sampling to collect data from 233 qualified participants. The data were analyzed using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method through the SmartPLS 4.0 software. The findings reveal that both brand ambassadors and eWOM make a positive and significant contribution to brand image as well as purchase intention. Additionally, brand image is shown to act as a partial mediator in the relationship between the independent variables and purchase intention. Overall, the results highlight that leveraging public figures and digital communication serves as an important strategy for strengthening brand perception and encouraging consumer purchase intention.

Analisis Pengukuran Indeks Profesionalitas Aparatur Sipil Negara (IP ASN) Di Badan Kepegawaian, Pendidikan, Dan Pelatihan Daerah Kabupaten Lampung Timur

2026-07-24T14:56:03+07:00

Penelitian ini bertujuan untuk menganalisis tingkat Indeks Profesionalitas Aparatur Sipil Negara (IP ASN) di Badan Kepegawaian, Pendidikan, dan Pelatihan Daerah Kabupaten Lampung Timur. IP ASN merupakan alat ukur tingkat profesionalisme ASN yang mencakup empat dimensi utama, yaitu kualifikasi, kompetensi, kinerja, dan disiplin, sebagaimana diatur dalam Peraturan Menteri PANRB Nomor 38 Tahun 2018 dan Peraturan BKN Nomor 8 Tahun 2019.

Penelitian ini menggunakan pendekatan kuantitatif dengan metode pengumpulan data berupa kuesioner. Populasi dalam penelitian ini adalah seluruh ASN di BKPPD Lampung Timur, dengan teknik sampling jenuh yang melibatkan 37 responden. Data dianalisis menggunakan metode skoring Indeks Profesionalitas ASN untuk memperoleh gambaran tingkat profesionalitas ASN di BKPPD Lampung Timur.

Hasil penelitian menunjukkan bahwa tingkat profesionalitas ASN di BKPPD Lampung Timur masih berada dalam kategori "sedang," dengan nilai IP ASN yang belum mencapai target indikator kinerja utama dalam Rencana Strategis 2024. Dimensi kompetensi memiliki pengaruh terbesar terhadap skor akhir IP ASN, menandakan pentingnya pengembangan kompetensi bagi ASN dalam meningkatkan profesionalisme kerja. Temuan ini menjadi dasar bagi rekomendasi kebijakan dalam perencanaan pengembangan ASN guna meningkatkan kualifikasi, kinerja, dan disiplin pegawai di masa mendatang.

ANALYSIS OF PLN MOBILE DIGITAL SERVICES ON CUSTOMER SATISFACTION AT PT PLN (PERSERO) ULP KOTA METRO

2026-07-24T15:07:40+07:00

The large number of customers in Metro City and the number of technical service officers and vendors causes the ratio of service from officers to customers to be less than optimal, so that in improving the quality of service provided by PLN is by using an online system, namely by using an application. The purpose of this study is to determine the level of service quality performance, to determine the attributes of service quality that are considered important in determining customer satisfaction and to determine the factors that can influence the formation of customer satisfaction at PT PLN (Persero) ULP Metro City. This study uses a quantitative descriptive research approach to describe the performance of service quality and the importance of service quality in determining customer satisfaction. The data analyzed were generated from data collection through a service quality questionnaire with five indicators, namely physical evidence, reliability, responsiveness, assurance, and empathy. Data were collected by scoring answers with a score of 1-5. The data that had been obtained was then analyzed using the IPA (Importance Performance Analysis) method.

THE EFFECT OF PRICE, PRODUCT QUALITY AND COMPANY IMAGE ON CONSUMER PURCHASE DECISIONS AT PB 21 KOTA METRO

2026-07-28T15:09:01+07:00

The purpose of this study was to determine whether there is an influence of product quality, price, and company image on purchasing decisions of PB 21 Metro City consumers. This study uses a quantitative method by measuring research variables using an instrument in the form of a questionnaire given by PB 21 consumers in Metro City. The population of the study was all PB 21 consumers with samples taken using the probability sampling technique using the Cocran formula so that the number of samples found during the research period was 96 people. The questionnaire data that had been collected was then analyzed using the multiple linear regression formula. The results of the study showed that partially Product Quality influenced product purchasing decisions of consumers in PB 21 Metro City. The price variable had a negative effect on product purchasing decisions in PB 21 Metro City. Company image influenced purchasing decisions in PB 21 Metro City, and the variables of product quality, price, and company image simultaneously influenced purchasing decisions. This means that good product quality, accompanied by relatively affordable product prices and coming from shopping centers that are known to be cheap and complete, will provide a higher chance of purchasing decisions

PENGEMBANGAN SISTEM PENENTUAN MAHASISWA BERPRESTASI DENGAN PENDEKATAN SIMPLE ADDITIVE WEIGHTING MENGGUNAKAN PEMBOBOTAN ENTROPY PADA UNIVERSITAS MUHAMMADIYAH METRO

2026-07-28T15:29:20+07:00

This study aims to find the criteria for decision making for determining outstanding students and how to develop a system for determining outstanding students with the Simple Additive Weighting approach using entropy weighting at Muhammadiyah Metro University. This study uses a survey method with a quantitative descriptive approach. Data collected were 100 student respondents from 7 faculties at Muhammadiyah Metro University. Data analysis with the Simple Additive Weighting approach steps using entropy weighting.

The results of the study show that there are several types of criteria used, namely: IPK, number of attendance, involvement in scientific activities, english language competence, sports and arts achievements, and experience in organizations. The Simple Additive Weighting method with entropy weighting is able to provide objective and accurate ranking results as well as mathematical and scientific, so that decisions are fairer and more measurable.

This study provides suggestions for the need to add more comprehensive criteria such as community service, entrepreneurial activities, and international recognition that will enrich the assessment and reflect the quality of students more comprehensively.

Keywords: Outstanding students, simple additive weighting, entropy weighting.