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All Journal FIRM: Journal of Management Studies JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) JPM: JURNAL PENGABDIAN MASYARAKAT Jurnal Informatika Ekonomi Bisnis
Stivenes Tjin Siam
Universitas Widya Dharma Pontianak, Pontianak
Aerospace Engineering Humanities Astronomy Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Medicine & Pharmacology Public Health Social Sciences Transportation Other

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ANALISIS PERSEPSI DAN HARAPAN KONSUMEN TERHADAP MAL SURYA BANTEN (STUDI KASUS PADA RENCANA RENOVASI DAN PERUBAHAN KONSEP MAL) Stivenes Tjin Siam; Genoveva Genoveva
FIRM Journal of Management Studies Vol 1, No 1 (2016): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (392.108 KB) | DOI: 10.33021/firm.v1i1.44

Abstract

Banten Surya mall has been established since 2006 with the specific tenants, especially for supply the factory around Banten. Although it has been established 9 years ago, tenants who rent a shop in the mall is still relatively small at only 10%, because of this condition, the mall owner wants to renovate and simultaneously changing the concept of the mall to better suit the needs of the people in the surrounding area of the mall. Based on the questionnaire distributed to 200 respondents and contained 150 valid questionnaires, the satisfaction of respondents to the mall was low and not in accordance with the expectations of respondents, so after visiting the mall, the respondent did not come back because they do not meet their expectations. Respondents expect that the mall can provide their needs, such as foods, daily product, cloths, and others.  By knowing the perceptions and expectations of respondents and at the same time knowing the competitors malls around Banten today, Banten Surya mall management is expected to be able to renovate and change the concept of the mall.
Pengaruh Daya Tarik Lokasi, Word of Mouth, Harga Kompetitif terhadap Kinerja Pemasaran Graciela, Priscillia; Siam, Stivenes Tjin
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 4 (December 2025)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i4.1265

Abstract

This study aims to determine the effect of location attractiveness, word of mouth, and competitive prices on the marketing performance of Fashion MSMEs in Pontianak City. The problem taken in this study is the phenomenon of increasingly tight competition in the MSME fashion sector, as well as pricing strategies that affect marketing performance. A quantitative approach was used with a causal associative research design. Primary data were collected through questionnaires distributed to 125 business actors selected using a purposive sampling technique. The measuring tool used for data tabulation was the Rating Scale which was then processed and analyzed using SPSS version 25. The results showed that location attractiveness had a positive effect on marketing performance, word of mouth had a positive effect on marketing performance, and competitive prices had a positive effect on marketing performance.
Optimalisasi Audit Kinerja Pemasaran Produk Mayora Melalui Analisis Data Penjualan dan Umpan Balik Konsumen Siam, Stivenes Tjin; Indah, Nopiani; Santika, Dewi; Suwantono, Edwin; Louw, Febriana
JPM: Jurnal Pengabdian Masyarakat Vol. 6 No. 3 (2026): January 2026
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/jpm.v6i3.2748

Abstract

This community engagement program aims to enhance the effectiveness of marketing performance audits at PT Cipta Niaga Semesta, an authorized distributor of PT Mayora Indah Tbk products in West Kalimantan. The main issues faced by the partner company include the suboptimal use of sales data, the unsystematic management of customer feedback, and the high volume of damaged goods, which have not been analyzed as performance indicators. To address these challenges, the academic team from the Faculty of Economics and Business, Widya Dharma Pontianak University, implemented a learning-by-doing mentoring program integrating training, audit simulation, and the analysis of the company’s real operational data. The implementation method consisted of four main stages: preparation, core training, evaluation, and follow-up. Participants were trained to analyze sales trends, identify causes of product damage, design customer satisfaction surveys, and integrate the findings into a comprehensive marketing audit report. The results of the activity showed a significant increase in participants’ understanding, particularly in preparing data-based audit reports (with an improvement of up to 84%). Key findings indicate a negative relationship between the level of damaged goods and customer satisfaction, highlighting the need for a digital system to record returns and store feedback. Through this activity, the company successfully developed an integrated marketing audit template that encompasses sales, logistics, and customer perception data. The mentoring program not only improved staff competencies but also strengthened distribution efficiency and marketing management transparency at both the corporate and retail partner levels.
Customer Value as a Mediator of Service Performance, Brand Image, and Marketing Performance Irene Yospi; Lauw Sun Hiong; Stivenes Tjin Siam
Journal of Business and Economics Research (JBE) Vol 7 No 2 (2026): June 2026
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/jbe.v7i2.9720

Abstract

This study examines the mediating role of customer value in the relationship between service performance, brand image, and marketing performance within fashion MSMEs. Anchored in value-based marketing logic and signaling theory, this research seeks to explain how internal capabilities and market-based assets are translated into superior performance outcomes. A quantitative approach was employed using Covariance-Based Structural Equation Modeling (CB-SEM) with AMOS, based on data collected from 150 respondents. The findings reveal that service performance has a significant positive effect on customer value, which subsequently enhances marketing performance. However, service performance and brand image do not exert a direct influence on marketing performance. These results indicate that the effectiveness of both operational excellence and symbolic brand attributes is contingent upon their ability to generate customer-perceived value, rather than directly driving performance outcomes. This suggests that customers evaluate offerings through a value lens, integrating functional, emotional, and cost-related considerations before translating them into behavioral responses. Moreover, customer value fully mediates the relationship between service performance and marketing performance, highlighting its role as a critical value-transformation mechanism through which firm-level capabilities are converted into market success. In contrast, the absence of a mediating effect between brand image and marketing performance implies that brand-related signals may lack sufficient strength or credibility in the MSME context, where consumers may prioritize tangible benefits over symbolic associations. This study contributes to the extant literature by reinforcing the centrality of customer value as a bridging construct that links internal resources and external performance, while also challenging the presumed direct effect of brand image in emerging market settings. From a managerial perspective, the findings underscore the importance for MSMEs to move beyond service delivery and brand positioning toward a more holistic, value-oriented strategy focused on delivering superior customer value to achieve sustainable marketing performance.
Co-Authors Dewi Santika Febriana Louw Genoveva, Genoveva Graciela, Priscillia Irene Yospi Lauw Sun Hiong Nopiani Indah Suwantono, Edwin Tyadi, Yosua Chin