Improve customer satisfaction by quality functions deployment: Case in Indonesian SMEs

Wahjoedi, Tri

doi:10.30574/wjarr.2022.13.1.0093

Cited by 4 publications

(5 citation statements)

References 7 publications

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“…Regarding the response to customer needs, the results established a positive significant relationship between learning orientation dimensions and response to customer needs (RCN) in agro-process MSEs. Responses to the needs of customers entail the formation of products and services that best fit customer requirements, provide market acceptable prices and distribution of the products in an efficient way than competitors (Wahjoedi, 2022). The results support the findings of Pett and Wolff (2016) which indicate that learning commitment is a precursor to organisational performance since it enhances appropriate response to the requirement of the customers.…”

Section: Resultssupporting

confidence: 80%

Learning Orientation and Customer Retention Practices in Micro and Small Enterprises: Lessons from Agro-processing Firms in Tanzania

Nnko¹,

John²

2022

IJSBER

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Over years Micro and Small Enterprises (MSEs) have been struggling to build their competitiveness in retaining customers in the highly dynamic business environment in which they operate. Learning has been identified as one of the strategic weapons that influence the the development of appropriate business practices in a turbulent environment. However, there is scanty development of appropriate business practices in a turbulent environment. However, there is scanty literature that relates learning orientation and customer retention practices in agro-processing MSEs specifically in developing economies like Tanzania. This study examines the influence of learning orientation on customer retention practices. The quantitative research approach and cross-sectional research design were adopted. We obtained a total response of 302 questionnaires distributed to owner-managers of micro and small agro-processing enterprises in Arusha, Morogoro and Dar es Salaam regions in Tanzania. Structural Modelling Equation was used in data analysis. The study established that, learning orientation dimensions of learning orientation were positively and significantly influence customer retention practices except shared vision which posted only a positive relationship with competitor analysis and inter-functional coordination practices of agro-processing MSEs. The results provide implications that owner-managers who wish to form appropriate customer retention practices should enhance their learning orientation by putting commitment to learning, opening their doors to new ideas and knowledge and having a shared share vision towards learning. The study recommends that business practitioners and institutions that oversee and support the activities of micro and small business enterprises in Tanzania need to develop a well-built learning environment to accelerate the learning behaviour, competitiveness and sustainability of these firms.

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Section: Resultssupporting

confidence: 80%

Learning Orientation and Customer Retention Practices in Micro and Small Enterprises: Lessons from Agro-processing Firms in Tanzania

Nnko¹,

John²

2022

IJSBER

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“…Brainstorming dilakukan dengan cara menghimpun banyak ide baik secara spontan maupun melalui riset. Tujuan dari brainstorming adalah untuk menghasilkan gagasan atau pun ide-ide baru tanpa mengkritik pemikiran apa pun (Wahjoedi, T. 2022) Moodboard dapat digunakan juga untuk memberikan arahan estetika dan nuansa yang ingin dicapai sebelum mengembangkan desain ke tahapan selanjutnya (Febriati, L. 2019).…”

Section: A Brainstormingunclassified

Perancangan User Interface dan User Experience Desain untuk Website Pusat Karir Cybers Job di PT Cybers Global Indonesia

Rinaldi,

Seprina

2023

Inov. Jur. Pengabd. Masy. (IJPM)

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Warkop Digital merupakan sebuah kedai kopi yang memanfaatkan layanan menggunakan teknologi digital di mana masyarakat dapat memperoleh informasi, mengembangkan potensi, dan mengakselerasi usaha mikro di perdesaan. Cybers Job sebagai salah satu unit bisnis dari Cybers Group sekaligus merupakan layanan yang terintegrasi dengan Warkop Digital berfokus pada pemberdayaan potensi anak muda di Indonesia untuk dapat meningkatkan daya saing di dunia kerja atau pun wirausaha melalui program Pusat Karir. Penelitian ini merupakan inisiasi awal untuk mewujudkan ide tersebut dimulai dari perancangan user interface dan user experience desain dengan melalui tahapan brainstorming, riset kompetitor sejenis, pembuatan moodboard, mind map, wireframe, dan perancangan desain. Penelitian ini menghasilkan sebuah rancangan user interface dan user experience desain untuk website Pusat Karir Cybers Job di PT Cybers Global Indonesia.

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“…Therefore, in order to attract loyal customers to this company, it is necessary to always be aware of the quality of the product and emphasize it again. In addition, can apply Quality Function Deployment (QFD) to find the quality you want [18]. In this case, the company translates the customer's voice into existing process parameters.…”

Section: Testing the Structural Model (Inner Model)mentioning

confidence: 99%

Product quality and price perception on customer loyalty mediated by customer satisfaction

Wahjoedi¹,

Harjanti²,

Rahayu³

2022

World J. Adv. Res. Rev.

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This study aims to examine the effect of product quality and price perception on customer loyalty mediated by customer satisfaction. A sample of 96 respondents processed data using the Smart PLS 3 program. The results showed that: product quality had a direct and positive significant effect on customer loyalty and customer satisfaction. While price perception has no significant effect on customer loyalty, but price perception has a direct and negative significant effect on customer satisfaction, customer satisfaction has a direct and positive significant effect on customer loyalty, customer satisfaction can mediate the relationship between product quality and customer loyalty positively. Customer satisfaction can mediate the relationship between price perception and customer loyalty negatively. This research enriches information/theory regarding the relationship between product, price perception, customer satisfaction and customer loyalty and offers a new approach to the relationship between variables.

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Improve customer satisfaction by quality functions deployment: Case in Indonesian SMEs

Cited by 4 publications

References 7 publications

Learning Orientation and Customer Retention Practices in Micro and Small Enterprises: Lessons from Agro-processing Firms in Tanzania

Learning Orientation and Customer Retention Practices in Micro and Small Enterprises: Lessons from Agro-processing Firms in Tanzania

Perancangan User Interface dan User Experience Desain untuk Website Pusat Karir Cybers Job di PT Cybers Global Indonesia

Product quality and price perception on customer loyalty mediated by customer satisfaction

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