This study aims to 1) identify complaints that arise and do not satisfy customers, and 2) identify communication strategies undertaken by PDAM Tirta Pakuan in handling customer complaints. The study was conducted at PDAM Tirta Pakuan using qualitative descriptive analysis. Researchers surveyed customers and held focus group discussions with the management of PDAM Tirta Pakuan. The method of data analysis is done by using a gap analysis between performance and the interests/expectations of customers for product and service attributes, as well as public relations strategy theory. The results showed that there were four attributes that predominantly received complaints and were not yet satisfying customers, namely the quality of water flow in the dry season, replacement or re-measurement of water meters, compensation for service interruptions, and compensation for settlement of claims for paying bills. Furthermore, there are four communication strategies that are carried out in handling customer complaints based on four aspects, namely factfinding, planning and programming aspects, action and communication aspects, and evaluating aspects. Some things that need attention from the management of PDAM Tirta Pakuan are 1) improving the quality of water supply during the dry season, 2) periodically replacing or repeating water meters, 3) improving the compensation system for customer service interruptions, 4) improving the compensation system related to the problem of settling claims for payment of claims, 5) identifying complaints that have the potential to threaten the image or reputation of the company, 6) maximizing the use of social media in informing work activities that have the potential to cause service disruptions and customer complaints.

More than 95% of business in Indonesia is a family business that is facing difficulties and challenges to match their human capital with industrial 4.0, related to technology and engineering. This study aimed to describe efforts to develop human capital in a family business and to propose guidelines for the government to accelerate human capital development in a family business to face industry 4.0. We used a systematic literature review to synthesize findings qualitatively. The secondary data were collected for this propose. The study found three efforts were missing from family business strategic planning, namely education, training, and career development. These three efforts were a basic foundation to face the industrial revolution 4.0. The study highlighted career development as the main problem in a family business. Since executive positions were limited to the families. As a result, the turnover of high-performance employees was high. Since the family business could not provide these three efforts to face industrial 4.0 by themselves, therefore the government support is needed to design their human capital development. The proposed guidelines for the government consist of IT-based competency and its implementation for a family business. The guidelines include vocational training design, such as curriculum and infrastructure. The current curriculum was designed to adjust to industry 4.0. Thus, the finding implies the government to redesign vocational training curriculum that consists of subject matter, transfer of knowledge, and capacity development. Finally, the family business has to start developing a human capital strategic planning that linked with the proposed government supports.

This study aimed to analyze the performance level and importance level according to customer perceptions as well as the priority of product and service attribute improvement. The data were analyzed using descriptive analysis of the Importance Performance Analysis (IPA) and Customer Service Index (CSI) approach with 1980 respondents out of 157,270 customers selected through Cluster Stratified and Systematical Unproporsional Sampling (CSUS) technique. The result showed that there was no product attribute with significantly low performance. It was supported by the CSI result with a value of 0.74, which meant SATISFACTORY or VERY GOOD. However, there were still negative gaps between the performance level and importance level, with an average value of 0.36. Product attribute (P2) water supply quality, (P3) water continuity, (P4, P5, and P6) water quality were quite a concern. This study also found a product attribute with a positive gap in (P7)water quality (sediment), which meant that this ROE could reallocate its utilized resources to improve other product attributes of concern. In terms of service attributes, there was no significant attribute that needed an immediate follow-up. It was supported by the overall CSI score of 0.76, which meant SATISFACTORY or VERY GOOD. Even so, service attributes were important and deserved attention in the aspects of (J2) bill payment process, (J6) the capability of call center officers and (J7) social media admins, and (J10) dispute settlement with customers. Five service attributes, which were (J1) administrative services, (J3) complaint services, (J4) fairness to obtain services, (J5) the capability of customer service officers, and (J11) service interruption information, were recommended to be reallocated to other service attributes that were more important.

Pulau Pasaran is known as the main centre of salted anchovy fish production in Bandar Lampung City which have capabilities to produce twenty to thirty tons of salted anchovy fish a day and will be marketed to several region on Java Island and Sumatera Island. This study is proposed to (1) identify the business process of the anchovy fish processing industry at Pulau Pasaran, (2) analyise the performance of the anchovy fish processing industry at Pulau Pasaran, and (3) formulate better strategy that can be applied in optimising performance of the anchovy fish processing industry at Pulau Pasaran. The technique of determining respondents using purposive sampling. The number of sampling in this study was 18 respondents namely anchovy processing business owners, crafter, fishers, experts in the field of fisheries, and community group leaders in the area of Pasaran Island. This study using Porter's Value chain analysis combined with Structure, Conduct, Performance (SCP) analysis and also SWOT Analysis to see any gaps between the real conditions and the desired conditions of the existing performance on Pasaran Island. The result showed that the performance of the anchovy processing cluster industry in Pulau Pasaran was not optimal because the industrial owner did not have a bargaining position in determining prices and product quality standards that were not optimal. The formulated strategies are create diversified products and improve product quality standard to optimised performance on Pulau Pasaran.

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