Key Factors in Determining Consumer Satisfaction Level

Key Factors in Determining Consumer Satisfaction Level In determining the level of customer satisfaction, there are five main factors that must be considered by the company, namely:
a. Product quality Consumers will be satisfied if their evaluation results show that the products they use are of high quality.
b. Service quality Especially for the service industry. Consumers will feel satisfied if they get good service or as expected.
c. Emotional Consumers will feel proud and get the confidence that other people will be amazed at him when using products with certain brands that tend to have a higher level of satisfaction. Satisfaction is obtained not because of the quality of the product but the social value that makes consumers satisfied with a particular brand.
d. Price Products that have the same quality but set prices that are relatively cheap will provide higher value to consumers.
e. Cost Consumers who do not need to incur additional costs or do not need to waste time to get a product or service tend to be satisfied with the product or service. Measurement Method of Consumer Satisfaction According to Kotler, quoted from the book Total Quality Management there are several methods that can be used in measuring customer satisfaction, including (Tjiptono, on Indonesian Research Scientific Journal):
a. Complaints and suggestions system Customer-centered organizations (Customer Centered) provide broad opportunities for customers to submit suggestions and complaints. This information can provide bright ideas for the company and enable it to react responsively and quickly to overcome problems that arise.
b. Ghost shopping One way to get a picture of customer satisfaction is to hire several people to act or act as potential buyers, then report their findings about the strengths and weaknesses of the company's and competitors' products based on their experience in purchasing these products. Besides the ghot shopper can also observe how to handle each complaint.
c. Lost customer analysis The company should contact customers who have stopped buying or who have moved suppliers to understand why this is happening. Not only exit interviews are necessary, but monitoring customer loss rates is also important, increasing customer loss rates indicates the company's failure to satisfy its customers.
d. Customer satisfaction survey Generally, research on customer satisfaction is done by survey research, whether by post, telephone, or direct interview. The company will get responses and feedback directly from customers and also give a positive signal that the company is paying attention to its customers.
Success or failure of a company in marketing the products produced both goods and services is needed good and appropriate marketing techniques, because the techniques in marketing a product are the spearhead for the company in achieving its goals. Marketing technique is a way or steps in selling a product or service carried out by someone to achieve sales. Another opinion says, marketing techniques are a way used by sellers to influence buyers. Based on the above opinion it can be concluded that marketing techniques are steps or ways a person or company agency in selling products or services.
There are several things that can be done in marketing activities including:
a. Partnership This technique is carried out in collaboration with bodies both individuals and other business entities to market the production of goods or services from the company producing distributor companies. Production companies can also carry out marketing processes using distribution channels managed by the company in the designated section or department.
b. Direct sales This process is usually carried out by service companies such as insurance companies, marketing processes and techniques are carried out directly through the technical parts that are carried out so that the production results from the company can be used by product service users.
c. Supplier This process is carried out by the company by marketing the company's products directly, for example the company cooperates with agents appointed by the company as marketers of products from the manufacturing company.
Understanding of Marketing Strategy. Marketing strategy is the determination of policies and determination of plans, goals and objectives undertaken to achieve the expected final results by examining needs and consumers, producing goods and services, determining price levels, promoting products and distributing products to consumers.
Definition, Types and Steps of Marketing Strategies. Marketing strategy consists of basic principles that underlie management to achieve business and marketing objectives in a target market, marketing strategies contain basic decisions about marketing, marketing mix, marketing mix and marketing allocation (Kotler, 2004) Marketing strategy is a dynamic business because its activities are in the form of a combination of interaction results from various activities, the program starts with a product idea and does not stop until the consumer's desire is truly satisfied after understanding the business plan, the next step is to learn and practice how the goods and services are produced it is distributed or marketed.

Explore Service Quality in the Marketing Dimension

Explore Service Quality in the Marketing Dimension
Understanding of service quality according to J. Supranto (2006: 226) is a word that for service providers is something that must be done well. While the definition of service according to Gronroos is an activity or a series of invisible activities that occur as a result of interactions between consumers and employees or other things provided by the service provider company intended to solve the problems of consumers / customers (on Service quality in marketing competition). Service is a very important factor, especially for companies engaged in services.
Where this physical product is usually supported by a variety of initials. The core product in question is usually a particular service. Therefore the importance of knowing theoretically about boundaries, understandings and factors that influence the service itself. This customer service is very important for the life of a company, because without customers, there will be no buying and selling transactions between the two. For that the company's service activities must be oriented to customer satisfaction. Customer satisfaction in practice is not enough just to fulfill personal satisfaction to serve the consumers concerned but also must consider the following matters: The customer is the most important person.
Customers are objects that can provide benefits for the company. The customer is not the interlocutor who needs to be invited to debate, if forced, then the winning party must be the customer. The customer is king, once he loses an argument he will move to another product. Customers are ordinary people who have feelings of pleasure, hate, boredom, and sometimes have unreasonable prejudice. Customers in an effort to get service always want to come first, be paid attention to, and want to be privileged and don't want to be underestimated.
Service Objectives and Functions. The quality of service provided to consumers must function to better provide maximum satisfaction, therefore in order to provide services it must be carried out in accordance with the service function. Quality of Public Services. The quality of service provided by every company certainly has a purpose. Generally the purpose of holding a service is so that consumers feel the satisfaction and impact on the company will get maximum profit.
Service Quality Dimensions. Service Quality Dimensions (SERVQUAL) by Parasuraman (1998) are divided into five dimensions of SERVQUAL including (Lupiyoadi, 2001: 148): Tangibles (physical evidence) is the ability of a company to show its existence to external parties. The appearance and capability of the company's physical facilities and infrastructure and the condition of the surrounding environment are tangible evidence of the services provided by the service provider.
Which includes physical facilities (buildings, warehouses, etc.), equipment and equipment used (technology), as well as the appearance of its employees.
Reliability (reliability), namely the company's ability to provide services as promised accurately and reliably. Performance must be in accordance with customer expectations which means timeliness, the same service for all customers without mistakes, sympathetic attitude, and with high accuracy.
Responsiveness (responsiveness) is the willingness to help and provide services that are fast (responsive) and appropriate to customers, with the delivery of clear information.
Assurance (assurance and certainty), namely knowledge, politeness, and the ability of company employees to grow the trust of customers to the company. Consists of several components including communication, credibility, security, competence, and courtesy.
Emphaty (empathy) that is giving sincere and individual or personal attention given to customers by trying to understand the desires of consumers. Where a company is expected to have understanding and knowledge about customers, understand customer needs specifically, and have time for convenient operations for customers.
Consumer satisfaction is the level of consumer feelings after comparing between what he receives and his expectations (Umar, 2005: 65). A customer, if satisfied with the value provided by a product or service, is very likely to be a customer for a long time. According to Philip Kotler and Kevin Lane Keller quoted from the book Marketing Management said that Consumer Satisfaction is a feeling of pleasure or disappointment someone who appears after comparing the performance (results) of products thought to the expected performance (2007: 177).
Satisfying consumer needs is the desire of every company. In addition to being an important factor for the survival of a company, satisfying the needs of consumers can increase their competitive edge. Consumers who are satisfied with products and services tend to repurchase products and reuse services when the same needs reappear in the future. This means satisfaction is a key factor for consumers in repurchasing which is the largest portion of the company's sales volume.

Get to know the Information Management System at the Hospital

Get to know the Information Management System at the Hospital
In the current era of globalization, hospitals are required to improve performance and competitiveness as a business entity by not reducing the social mission it carries. Hospitals must formulate strategic policies including efficiency from within (organization, management, and human resources) and must be able to quickly and accurately make decisions to improve services to the community in order to become a responsive, innovative, effective, efficient and profitable organization. Hospital management information system is a computerized system that processes and integrates the entire health service business process in the form of a network of coordination, reporting and administrative procedures to obtain information quickly, precisely and accurately.
A computer-based Management Information System (MIS) is a very important support tool - it can even be said to be absolute - for hospital operations Hospital Management Information System (SIMRS) is an integrated information system prepared to handle the entire Hospital management process, ranging from diagnostic services and actions for patients, medical records, pharmacies, pharmaceutical warehouses, billing, personnel databases, employee payroll, processes accounting up to control by management.
Our Enterprise Hospital System product is a system that is integrated in all modules and has been used in several Regional Hospitals, both those that have BLU status or not. SIMRS is designed with the latest information technology and attractive interface so it is easy to use. The purpose of the information system is to identify problems that improve the quality of health services, improve the accuracy and speed of decision making, improve the functions of planning, monitoring, controlling, and evaluating organizations. Measure, control, analyze the use of resources and productivity, efficiency and effectiveness, improve internal and external communication of the organization, preparation of internal and external reports of research and education.
SIM Category RS.
1. Administrative and financial information systems
2. Medical-clinical information system Providing information - Cost efficiency - Manpower Utilization of supporting services Cost structure
The benefits to the hospital by using SIMRS are: Hospital management processes can be integrated from one part to another. Control of drug stocks and multi-storey medical devices (multi-pharmacy / floorstock) can be done more easily because the position of the stock is up to date can be known at any time. Billing for patients can be made in a single billing statement for all treatment services that the patient has received. Patient's medical and treatment history can be managed and recalled quickly and automatically.
Statistical analysis of diagnoses and surgeries for patients has been adjusted to the standards set by WHO. Facilitate the budgeting process and control its realization. Facilitate the preparation of cash flow plans and control cash flows and banks. With SIMRS, the risk of late payment or collection of accounts payable can be reduced. Maintaining data consistency due to the use of shared data (data sharing) both master data (patient, doctor, nurse, employee and drug database) and transaction data. Utilization of output data / output from one module by other modules (as input / input) so that it can avoid the redundancy of processes between parts.
SIMRS provides convenience in making reports in all units, quickly and accurately. Printing payment notes, receipts, correspondence can be done easily. Efficiency of data entry time (entry time) because it is only done once by the most competent part. Employee work efficiency is improved because some routine processes such as making reports or calculations are done automatically and quickly. Thus employees can concentrate more on things that are strategic.

Benefits of Processed Tofu and Healthy Recipes

Benefits of Processed Tofu and Healthy
Recipes For you lovers of tofu, just hearing the word know may already be able to make you imagine its deliciousness. Behind its soft and delicious texture, it turns out there are various benefits of tofu for body health. Tofu comes from thickened soy milk deposits. There are several types of tofu that are commonly consumed, namely solid tofu, soft tofu, and silk tofu (silken tofu). These three types of tofu contain nutrients that are similar to each other, only the more dense the consistency of tofu, the higher the calorie. Benefits of Processed Tofu and Healthy Recipes. Tofu includes foods that are low in calories, fat, and carbohydrates. In 100 grams of tofu, there are only about 70 calories, 2 grams of carbohydrates, and 4 grams of fat.
Tofu contains many nutrients, including protein, including essential amino acids, as well as various vitamins and minerals such as manganese, calcium, selenium, phosphorus, magnesium, iron, zinc, and copper. That is why, too bad if you do not like tofu and waste the benefits of tofu for the health of the body, then you can read processing of tofu for health. Variety of Benefits of Tofu That Makes a Heart Fall. The following are the benefits of tofu that you need to know and the loss if passed. Reducing the risk of cancer. Tofu contains isoflavones, antioxidants that can inhibit cancer growth. Several studies have shown that consuming soybeans and processed soy products, including tofu, can reduce the risk of cancer, especially prostate cancer, colorectal cancer, and breast cancer. Reducing the risk of cardiovascular disease.
With a protein content that is no less high, tofu can replace animal protein in your diet. The content of vegetable protein in tofu is thought to play a role in reducing levels of bad cholesterol (LDL) in the body, high blood pressure, and the risk of atherosclerosis. Active substances in soy and tofu can also increase levels of good cholesterol (HDL), so the risk of heart disease can be reduced. Osteoporosis. The isoflavone content in tofu is believed to increase bone density and reduce the risk of bone loss. Type 2 diabetes. A healthy diet that includes soybeans and their processed products, including tofu, in the daily menu can reduce the risk of developing type 2 diabetes.
This is thought to be related to nutrients in tofu that can help improve fat levels and prevent insulin resistance in blood. Good for brain function and skin elasticity. The content of isoflavones and lecithin in tofu is thought to have a good influence on brain function and memory. In addition, isoflavones can significantly reduce wrinkles and improve skin elasticity. In addition to the benefits of tofu above, this typical Indonesian food is also a good source of iron and can reduce the risk of anemia.
A study in the Zambrut Journal revealed that Caucasian women experienced the largest number of breast cancer sufferers, while Asian women were the least. Some other studies say, increasing consumption of soy can reduce the risk of breast cancer. One of them, ya know. Tofu is made by thickening the soy milk and forming the results of the process into food. Tofu is rich in protein, gluten free, does not contain cholesterol, and is low in calories.
So, what are the benefits of tofu?
1. Reducing the risk of cancer When consumed as part of a healthy diet, soy can help reduce the risk of cancer cell formation. One of them is breast cancer. An analysis of 35 studies found that soy reduces breast cancer risk in Asian women. Based on Tufts University research, soy can be able to benefit women in reducing the risk of aggressive breast cancer. Also read:
3 Easy Steps to Reduce the Risk of Breast Cancer In addition, soy can also help prostate cancer sufferers recover faster, than those who don't consume soy products. Soy can also protect the body from colon cancer in some cases.
2. Women's fertility When consumed as part of a healthy diet, soy can increase women's fertility.
3. Reducing the symptoms of menopause Soybeans contain phytoestrogens or known as isoflavones, which are the same as the structure of the female estrogen hormone. Isoflavones can reduce health symptoms that arise due to lack of estrogen during menopause. Based on the results of the North American Menopause Society research, soy helps a number of women deal with 'hot flashes' - a feeling of sudden fever, in symptoms of menopause.
4. Good for kidney function Protein contained in soy is important for those who are undergoing dialysis or kidney transplantation. An analysis of nine trials showed positive effects of soy on chronic kidney disease. Also read: Coffee and Tea Are Not Forbidden for Patients with Kidney Stones, as long as
 5. Reducing bad cholesterol Based on the results of research by the National Institute of Health and Nutrition, Tokyo, Japan, soybeans containing isoflavones have been shown to significantly reduce bad fat or LDL (low lipoprotein density). However, at the same time soy does not change good fat or HDL (High-density lipoprotein).

Objectives in the SWOT Strategy

Objectives in the SWOT Strategy
SWOT is an acronym for strengths, weaknesses, opportunities, and threats from the company's external environment. According to Jogiyanto (2005: 46), SWOT is used to assess the strengths and weaknesses of the company's resources and external opportunities and challenges faced. According to David (Fred R. David, 2008,8), all organizations have strengths and weaknesses in the functional area of business. No company is as strong or weak in all business areas. Internal strengths / weaknesses, combined with external opportunities / threats and clear mission statements, form the basis for setting goals and strategies. Goals and strategies are set with the intention of utilizing internal strengths and overcoming weaknesses.
 The following is an explanation of SWOT (David, Fred R.,on analysis of internal factor evaluation matrix and Swot) namely:
1. Strength (Strengths) Strengths are resources, skills, or other advantages associated with company competitors and market needs that can be served by companies that are expected to be served. Strength is a special competition that gives companies a competitive advantage in the market
2. Weakness Weaknesses are limitations or deficiencies in resources, skills and capabilities that effectively hinder company performance. These limitations in the form of facilities, financial resources, management capabilities and marketing skills can be a source of weaknesses in the company.
 3. Opportunities Opportunities are important profitable situations in a corporate environment. Important trends are important sources of opportunity, such as technological change and increased relations between companies and buyers or suppliers are a picture of opportunities for companies. 4. Threats Threats are important situations that are not profitable in a corporate environment. Threats are a major nuisance to the company's current or desired position. New or revised government regulations can be a threat to the company's success.
SWOT function. According to Ferrel and Harline (2005), the function of a SWOT Analysis is to obtain information from a situation analysis and separate it into internal issues (strengths and weaknesses) and external issues (opportunities and threats). The SWOT analysis will explain whether the information indicates something that will help the company achieve its objectives or give an indication that there are obstacles that must be faced or minimized to meet the desired income. Quality of Public Services. Building Personal Branding. Energy Management Standards, Strategies and Implementation.
SWOT analysis can be used in various ways to improve the analysis in the strategy-setting effort. Generally, what is often used is a systematic framework / guide in discussions to discuss basic alternative conditions that may be considered by the company. SWOT Matrix. According to Rangkuti (2006), the SWOT Matrix can clearly illustrate how external opportunities and threats faced by companies can be adjusted to their strengths and weaknesses. This matrix can produce four sets of possible strategic alternatives. The following is a description of the SWOT matrix above: SO (Strength and Oppurtunity) Strategy.
This strategy is based on the mindset of the company, namely by utilizing all the power to seize and take advantage of opportunities as big as possible. ST (Strength and Threats) Strategy. Strategies in using the strength of the company to overcome threats. WO (Weakness and Oppurtunity) Strategy. This strategy is implemented based on the utilization of existing opportunities by minimizing existing weaknesses. WT (Weakness and Threats) Strategy.
This strategy is based on activities that are defensive and try to minimize existing weaknesses and avoid threats. Marketing strategy consists of basic principles that underlie management to achieve business and marketing objectives in a target market, marketing strategies contain basic decisions about marketing, marketing mix, marketing mix and marketing allocation (Kotler, 2004) Marketing strategy is a dynamic business because its activities are in the form of a combination of interaction results from various activities, the program starts with a product idea and does not stop until the consumer's desire is truly satisfied after understanding the business plan, the next step is to learn and practice how the goods and services are produced it is distributed or marketed.

Definition, Objectives and Principles of Consumer Protection

Definition, Objectives and Principles of Consumer Protection
What is Consumer Protection? Definition, Objectives and Principles of Consumer Protection Consumer protection is regulated in the Law on Consumer Protection, stating that consumer protection is all efforts that guarantee legal certainty to provide protection to consumers. Consumer protection law regulates the rights and obligations of consumers, the rights and obligations of producers / business actors, as well as ways to defend those rights and carry out these obligations (Sidobalok, 2014: 37).
Consumer Protection is the whole of the principles and legal rules governing the relationships and problems between various parties with each other relating to goods and / or consumer services in the life of a friend (Shidarta, 2000: 9). Meanwhile, according to Sidobalok (2014: 39), consumer protection law is the overall regulations and laws governing the rights and obligations of consumers and producers arising in their efforts to meet their needs and regulate efforts to ensure the realization of legal protection against consumer interests.
Pioneering the existence of consumer protection law in the world is the Consumers Foundation.  together with National Legal Development Agency formed the Draft Consumer Protection Act in 1990. The draft consumer protection law was also supported by the Ministry of Trade at the urging of international financial institutions (IMF / International Monetary Fund) so that the Law on Protection was born. Purpose and Principles of Consumer Protection. Health guarantee system reviewed from criminal law aspects, Consumer protection aims to provide legal certainty and balance between producers and consumers so as to create a healthy and dynamic economy that results in prosperity and prosperity for the people.
The purpose of consumer protection is regulated in Article, which is as follows: Increasing consumer awareness, ability, and independence to protect themselves. Raise the dignity of consumers by avoiding negative excess of usage and / or services. Increasing the empowerment of consumers in choosing, determining and claiming their rights as consumers. Creating a consumer protection system that contains elements of legal certainty and information disclosure and access to information. The desire to be achieved in consumer protection is to create a sense of security for consumers in meeting the needs of life. In enforcing protection laws, it is necessary to enforce the principles that serve as the basis for legal placement.
The principle of consumer protection is regulated in Article, which is as follows:
a. Principle of Benefits. All efforts undertaken in the implementation of consumer protection must provide maximum benefits for consumers and business people as a whole. In other words, it should not be just one of the parties that benefits, while the other party gets a loss.
b. Principle of Justice. In this case, consumer disputes are not always caused by the mistakes of business actors, but can also be caused by consumer errors that sometimes do not know their obligations. Consumers and producers / business actors can act fairly through the acquisition of rights and obligations in a balanced manner.
c. Principle of Balance. This principle of balance is intended to provide a balance between the rights and obligations of business people and consumers. Want consumers, producers / business actors and the government to get a balanced benefit from the regulation and enforcement of consumer protection.
d. Principle of Security and Safety. This principle aims to provide a legal guarantee that consumers will benefit from the products consumed / used, and vice versa that the products will not threaten the peace and safety of their lives and property.
e. Principle of Legal Certainty. This principle aims to provide legal certainty so that businesses and consumers obey the law and carry out their rights and obligations.
Without having to impose responsibility on either party, the state guarantees legal certainty. Consumer Rights and Obligations. The term consumer protection is related to legal protection. With the desire to provide protection for the interests of consumers, the interests are formulated in the form of rights. In general there are four basic consumer rights that are recognized internationally, namely: The right to get security (the right to safety), the right to get information (the right to be informed), the right to choose (the right to choose), the right to be heard ( the right to be heard) (Shidarta, 2000: 16).

Understanding Country of Origin (COO)

Understanding Country of Origin (COO)
Country of Origin (COO) or the country of origin of a brand known as the label made in is one of the elements that can influence the purchase interest of a product. Country of Origin is often associated with the second brand association (secondary association) after the company's trademark, while for commodity products that do not use the brand, the Country of origin is the main association in assessing a product. Some other terms Country of Origin are country of design, country of assembly, country of manufacture, and country of part.
Country of Origin influences perception and buying interest. Consumers tend to have a certain impression on a product produced by a country. So it can be said that the country of origin, as well as the price and brand name are signs in the valuation of a product. Here are some definitions and definitions of Country of Origin from several book sources: According to Listiana (2013), Country of Origin is the perception of the country of origin defined as a general consumer assessment of the country of origin of the product brand, based on information received from various sources, which are formed from three dimensions including confidence in the country, confidence in people in the country and the desire for interaction with the country.
According to Ahmed, et al (2004), country of origin is an effect that arises in consumers' perceptions that are influenced by the location where a product is produced. The location or country where a product is produced will affect people's perception of the quality of the product. According to Hamzoui and Merunka (2006), a country's image is a unit of perception that includes various state associations, such as their knowledge or thoughts about the characteristics of a country, its people, their habits and behavior and related products.
According to Srikatanyoo and Gnoth (2002), Country of Origin is a cognitive belief about a country's industrialization, national quality standards, and other information relating to company products and services. According to Setyaningsih (2008), Country of Origin is defined as the country where a product is produced. The impact of the COO on consumer perceptions or consumer ratings of a product affects the equity of a brand. Country of Origin Characteristics. The stereotype beliefs associated with the country of origin have caused some people to apply the principle of categorization to information processing in the country of origin.
For example; Paris with fashion, Korea with cosmetics, China with a variety of cheap products. According to Demirbag et al. (2010), there are three levels of the characteristics of Country of Origin or the image of the country in a marketing perspective, as follows: Overall country image. Is the overall beliefs, ideas and impressions of a particular country as a result of consumer evaluations of their perceptions about the strengths and weaknesses of that country. Aggregate product country image (image of the country of origin of the whole product). Is the overall cognitive feeling associated with a product from a particular country or an impression of the overall quality of a product coming from a particular country.
Specific product country image (the image of the country of origin seen in certain product categories). Is the overall cognitive feeling associated with product specifications from a particular country. Country of Origin Measurement. According to Yasin, et al (2007), measurements of the influence of country of origin are carried out with the following indicators:
a. Country believe (confidence in the country) The country where the brand X originated is an innovative country in manufacturing / manufacturing. The country where brand X originated is a country that has a high level of education and mastery of technology. The country where brand X originated is a country that is good at product design. The country where the brand X originated is a country that has a reputation (respectable). The country where brand X originated is a developed country.
b. People affect (confidence in the people in the country) The country where brand X originated is a country that has a creative workforce. The country where brand X originated is a country that has a high quality workforce.
c. Desired interaction (the desire to interact with the country) The country where the brand X originated is the ideal country to visit. Factors affecting Country of Origin According to Setyaningsih (2008), there are several factors that influence consumer knowledge about the Country of Origin of a brand, as follows: Consumer education level.
The higher the level of education, the higher a person tends to have more knowledge about other countries and cultures, and better understand differences. This person can be more receptive to products from abroad, and reduce ethnocentrism. Social and economic class. Someone who has high social and economic class is assumed to have more facilities to get information, will travel more often and be more open with other cultures.
This makes them more aware and attentive to international brands and countries of origin of these brands. Level of studying the culture of other countries (foreign travel). Traveling is a way to find out and learn about other cultures (cross cultural). Basically, people who are traveling (traveler) tend to be more aware and pay attention to culture, products and other ideas that are not from the area where the person is from. People who travel to other countries, have knowledge of international brands and the Country of Origin of these brands.