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Model Analysis of the Mediation Effect of Customer Satisfaction on Customer Loyalty in Mitratel Companies: The Role of CRM and Company Reputation as Predictors Maria Sugiat; Acai Sudirman
Jurnal Manajemen Indonesia Vol 24 No 1 (2024): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v24i1.7353

Abstract

The rapid growth of tower assets among Indonesia's three main tower providers shows the increasingly tight competition within the telecommunications business. Therefore, this research analyzed the mediating effect of customer satisfaction on customer loyalty with customer relationship management (CRM) and company reputation as predictors using data from customer satisfaction research conducted with Mitratel clients. The data collected comprised 155 current and former customers of the Mitratel Tower company, collected from survey responses. The data was qualitatively evaluated and analyzed statistically using data processing techniques applied in the SEM-PLS analysis procedure. The result showed that CRM and company reputation directly impact customer satisfaction and loyalty. However, the impact of CRM on loyalty cannot be influenced directly due to the complexity of factors affecting customer loyalty. While customer satisfaction is important in building loyalty, other factors such as price, service quality, brand reputation, and psychological factors also play a significant role. This research provides in-depth insight into how factors such as customer satisfaction, CRM, and company reputation interact to influence customer loyalty. It is also an important basis for Mitratel Companies to design more effective policies and strategies to improve business performance and maintain market share. Keywords—CRM; Company Reputation; Customer Satisfaction; Customer Loyalty
Stimulant Adoption of Mobile Game Services in Indonesia Acai Sudirman; Darwin Lie; Nana Triapnita Nainggolan; Sherly Sherly; Martin Yehezkiel Sianipar
International Journal of Entrepreneurship and Sustainability Studies Vol. 2 No. 2 (2022): December 2022
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijeass.v2i2.715

Abstract

The rapid development of information technology corresponds to the development of humans who increasingly need technology to facilitate their business. Currently, in addition to business development, the development of mobile games has also experienced a significant increase in terms of the number of users. The increasingly rapid development of game enthusiasts has an impact on the behavior of generation Z and the millennial generation in choosing the quality of the games they want. The main objective of this research is to analyze the determinants of mobile game adoption among Generation Z and Millennials. The study tool was an online survey that was given to 210 participants, all of whom were Millennial and Generation Z players of mobile game services. The researchers then put the theory to the test by utilizing the Partial Least Square (PLS) type of structural equation modeling (SEM) and the SmartPLS version 3.0 program to examine it. The study's findings demonstrate that perceived enjoyment, perceived ease of use, and habit have a significant and positive impact on usage intention. The managerial implications of this research conclude that one of the biggest effects of playing games service is to make people happy. Of course they feel happy because when they play games, they don't feel the pressures of life. As if they are in another world that makes them the main character.
ANALYSIS OF THE IMPACT OF REVIEWS, RATINGS AND FREE SHIPPING PROMOTIONS ON CONSUMER SATISFACTION OF THE TIKTOK SHOP APPLICATION ON PT. BPR PRIMA MADANI MEDAN Suci Sundari Piliang; Winda Sri Astuti Doloksaribu; Vincent Jonery Ng; Jansen Salim; Acai Sudirman
Mount Hope Economic Global Journal Vol. 2 No. 2 (2024)
Publisher : Institut Teknologi dan Bisnis Kristen Bukit Pengharapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/mega.v2i2.372

Abstract

This study was conducted to examine the influence of reviews, ratings, and free shipping promotions on consumer satisfaction in the TikTok Shop application. The respondents in this study were 38 employees of PT. BPR PRIMA MADANI. This study used SMART PLS data processing to determine whether the variables were valid and reliable, and whether each independent variable positively affected the dependent variable or not. The results of this study indicate that the review variable has a partial effect on the consumer satisfaction variable, with a T-statistic value of 2.269 > 1.96 and a P-value of 0.024 < 0.05. The rating variable does not have a partial effect on the consumer satisfaction variable, as the test results for the rating variable show a T-statistic value of 1.112 < 1.96 and a P-value of 0.267 > 0.05. The free shipping variable has a partial effect on the consumer satisfaction variable, with test results showing a T-statistic value of 2.905 > 1.96 and a P-value of 0.004 < 0.05. However, the results of the F-test with an NFI value of 0.716 > 0.062 indicate that the variables of review, rating, and free shipping promotions simultaneously influence the consumer satisfaction variable in the TikTok Shop application among the employees of PT. BPR PRIMA MADANI Medan.
Predictors Affecting Millennial Generation Work Satisfaction in Pematangsiantar City: a Quantitative Approach Inrawan, Ady; Sianipar, Ruth Tridianty; Silitonga, Hery Pandapotan; Sudirman, Acai; Dharma, Edy
Applied Quantitative Analysis Vol. 1 No. 2 (2021): December 2021
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/quant.747

Abstract

In running the company's operations, skilled and expert human resources are needed to run it to achieve its goals effectively and efficiently. Supporting the role of skilled and expert human resources, optimal job satisfaction is needed for employees to encourage increased performance. The aim of this study is to determine the predictors that affect the job satisfaction of millennial workers in Pematangsiantar City. This research instrument used a questionnaire distributed to 120 respondents who worked in companies and banks. Next, the researcher tested the hypothesis using Structural Equation Modeling (SEM) based on a variant called Partial Least Square (PLS) and the SmartPLS version 3.0 application as a tool to analyze it. The results of this study concluded that five hypotheses were accepted, and 1 hypothesis was rejected. The rejected hypothesis is that organizational justice has no significant effect on work satisfaction. Furthermore, significant results were obtained for the effect of organizational climate, organizational commitment, reward, and work environment on work satisfaction. Then, for the effect of work satisfaction on employee performance, significant results were obtained. For further research, the author recommends researchers develop variables that are suspected to be the main predictors to encourage job satisfaction and employee performance to provide complete recommendations regarding the development of human resource performance, especially for millennial workers. The novelty of this research is in measuring the level of satisfaction of millennial workers, considering that in 2030-2040 the Indonesia will get a substantial demographic bonus. The proposed model includes elements of organizational climate, organizational commitment, reward, organizational justice, and work environment to determine how much influence it has on the level of satisfaction and its impact on performance.
IMPACT OF ADOPTION OF FINANCIAL STANDARDS AND INNOVATIONS ON SME BUSINESS PERFORMANCE: THE ROLE OF COMPETITIVE ADVANTAGE AS A MEDIATION Inrawan, Ady; Silitonga, Hery Pandapotan; Halim, Fitria; Sudirman, Acai; Lie, Darwin
Jurnal Ilmu Keuangan dan Perbankan (JIKA) Vol. 11 No. 1: Desember 2021
Publisher : Program Studi Keuangan & Perbankan, Fakultas Ekonomi dan Bisnis, Universitas Komputer Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34010/jika.v11i1.5757

Abstract

This study aims to determine the role of competitive advantage in mediating the relationship between the adoption of financial reporting standards and innovation on the business performance of SMEs in Pematangsiantar City. This study uses a research design with a quantitative approach to causality. Data collection techniques using observation, interviews, questionnaires and documentation. The sampling method used in this study is the convenience sampling method. The data analysis method used is Partial Least Square (PLS).The data analysis test tool uses the statistical software Smartpls 3.0. The results showed that innovation and competitive advantage had a significant effect on business performance, the adoption of financial reporting standards on business performance obtained an insignificant impact. Whereasthe effect of the adoption of financial reporting standards on competitive advantage obtained significant results. Furthermore, the effect of innovation on competitive advantage obtained insignificant results. Then competitive advantage can mediate the relationship between the adoption of financial reporting standards on business performance. Furthermore, the competitive advantage variable is not able to mediate the relationship between innovation and business performance.
Analysis of Models for Increasing Consumer Loyalty of Beauty MSMEs Through Brand Equity Management, Service Quality, and Customer Bonding Efendi, Efendi; Setyawati, Amelia; Halim, Fitria; Anggreani, Jenni; Sudirman, Acai
Jurnal Maksipreneur Vol 13 No 1 (2023)
Publisher : Universitas Proklamasi 45

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30588/jmp.v13i1.1614

Abstract

In an era of increasingly massive disruption, beauty MSMEs need to be able to optimize the resources they have. In the beauty industry, business competition is very tight, so consumer loyalty is very important to maintain a business to survive in a competitive market. The purpose of this study was to analyze the effect of brand equity, service quality, and customer bonding on consumer loyalty. This study used a sample size of 170 consisting of MSME beauty actors. Data analysis techniques using the SEM method with Partial Least Squares Modeling (PLS-SEM). The structural Equation Model (SEM) approach based on Partial Least Square is used for hypothesis testing. The results of the data analysis confirm brand equity, service quality, and customer bonding have a positive and significant effect on consumer loyalty. The implications of this research conclude that it is very important for beauty MSMEs to measure and evaluate the level of brand equity, service quality, and customer bonding regularly. MSME owners can use consumer surveys, online reviews, and data analysis to understand the extent to which these aspects influence consumer loyalty. This data can be used to make necessary changes and improvements. and data analysis to understand the extent to which these aspects influence consumer loyalty. This data can be used to make necessary changes and improvements. and data analysis to understand the extent to which these aspects influence consumer loyalty. This data can be used to make necessary changes and improvements.
PENGEMBANGAN KARAKTER DAN PENGUATAN PENGELOLAAN KEUANGAN CAPAI MERDEKA FINANSIAL BAGI GENERASI MUDA DALAM ERA DIGITAL DI GEREJA HKBP SIANTAR BARU Silalahi, Marto; Siregar, Liper; Sudirman, Acai; Welly, Yerisma; Sianipar, Martin Yehezkiel; Ambarita, Marthin H.
Community Development Journal : Jurnal Pengabdian Masyarakat Vol. 4 No. 6 (2023): Volume 4 Nomor 6 Tahun 2023
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/cdj.v4i6.23150

Abstract

Pengembangan karakter di era digital menjadi tantangan penting, terutama pada generasi muda. Pengabdian Masyarakat ini menggarisbawahi perlunya adaptasi karakter terhadap perubahan lingkungan dan teknologi. Merdeka finansial di era digital dijelaskan sebagai kemampuan mengatur keuangan tanpa ketergantungan pada pihak lain. Generasi muda dihadapkan pada berbagai produk keuangan baru, memerlukan literasi keuangan yang kuat agar tidak terjebak dalam hutang. Analisis situasi merdeka finansial di era digital mengidentifikasi tantangan dan peluang, termasuk literasi keuangan yang rendah dan potensi penggantian pekerjaan tradisional oleh teknologi. Meskipun teknologi menyediakan alat perangkat lunak dan aplikasi untuk memudahkan pengelolaan keuangan, mencapai merdeka finansial tetap memerlukan komitmen dan disiplin. Kedua aspek penting, yakni pengembangan karakter dan penguatan pengelolaan keuangan, saling terkait dan diperlukan untuk mencapai merdeka finansial, terutama bagi generasi muda. Oleh karena itu, pengembangan karakter dan penguatan pengelolaan keuangan menjadi urgensi untuk memacu generasi muda mengelola karakter dan keuangan mereka secara optimal dalam era digital yang terus berkembang.
PENGARUH RETURN ON ASSET (ROA) RETURN ON EQUITY (ROE) DAN DEBT TO EQUITY RATIO (DER) TERHADAP HARGA SAHAM PADA PERUSAHAAN PERTAMBANGAN SUBSEKTOR TAMBANG BATUBARA YANG TERDAFTAR DI BURSA EFEK INDONESIA PERIODE 2018-2021 Nababan, Grevina Oktavia; Gori, Evitya; Naibaho, Ayu; Purba, Lenta Friska; Acai Sudirman
Journal Accounting International Mount Hope Vol. 2 No. 1 (2024)
Publisher : Journal Accounting International Mount Hope

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61696/jaimo.v2i1.245

Abstract

This research aims to determine the effect of Return on Assets (ROA), Return on equity (ROE), and Debt to Equity Ratio (DER) to stock price on Mining in the coal subsector companies listed in Indonesia Stock Exchange 2018-2021 period either partially or simultaneously. This research is an causality research.The population in this research are coal mining companies. The sampling selection used purposive sampling technique and obtained 80 research samples of financial statements of issuers. The data in this research was secondary data obtained from Indonesia Stock Exchange (BEI). The data analysis used was descriptive analysis followed by requirement test include normality test, multicollinearity test, autocorrelation test, and heteroscedasticity test. Statistical methods used to multiple linier regression analysis.The result of the research shows that : (1) ROA has positive effect on stock price, with tcount -2,726 > ttable 1,66488 (2) ROE has positive effect on stock price, with tcount 3,992 > ttable 1,66488 (3) DER has positive effect to stock price with value tcount 3,554 > ttable 1,66488 (4) ROA, ROE, and DER simultaneously have positive to Stock Return with value Fcount 11,798 > Ftable 2,72.
IMPLEMENTASI PEMBELAJARAN SECARA DARING SEBAGAI SOLUSI PENCEGAHAN PENYEBARAN COVID-19: STUDI KASUS DI SMP SWASTA SULTAN AGUNG PEMATANGSIANTAR Sherly, Sherly; Dharma, Edy; Sudirman, Acai
JIPIS Vol. 30 No. 1: April 2021
Publisher : FKIP, UNIVERSITAS ISLAM SYEKH-YUSUF TANGERANG

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Semakin maraknya penyebaran Covid-19 ini tentu saja meresahkan masyarakat banyak. Menteri Pendidikan dan Kebudayaan menyikapi Covid-19 dengan menerbitkan dua surat edaran yaitu Surat Edaran Nomor 2 Tahun 2020 Tentang Pencegahan dan Penanganan Covid-19 di lingkungan Kemendikbud dan Surat Edaran Nomor 3 Tahun 2020 Tentang Pencegahan Covid-19 pada Satuan Pendidikan. Kedua surat edaran ini dipertegas lagi dengan dikeluarkannya surat No. 36962/MPK.A/HK/2020 tanggal 17 Maret 2020 untuk memberlakukan pembelajaran secara daring dan bekerja dari rumah dalam rangka pencegahan penyebaran Corona Virus Disease (COVID 19). Kemendikbud bekerjasama dengan berbagai perusahaan di bidang teknologi pendidikan juga mengembangkan aplikasi pembelajaran jarak jauh untuk mendukung pembelajaran secara daring untuk para siswa seperti Rumah Belajar, Google G Suites for Education, Kelas Pintar, Microsoft Office 365, Quipper School, Sekolah Online Ruang Guru, Sekolahmu dan Zenius. Tujuan dari penelitian ini adalah untuk mendeskripsikan dan menganalisis implementasi pembelajaran secara daring sebagai solusi pencegahan penyebaran Covid-19 (studi kasus di SMP Swasta Sultan Agung Pematangsiantar). Penelitian ini dilakukan dengan pendekatan kualitatif. Teknik pengumpulan data dengan wawancara, observasi dan dokumentasi. Hasil penelitian menunjukkan bahwa pembelajaran daring di SMP Swasta Sultan Agung Pematangsiantar belum optimal. Kata Kunci: Pembelajaran Daring, Learning Management System, Covid-19
ANALYSIS OF STRENGTHENING TAXPAYER COMPLIANCE THROUGH THE E-SAMSAT SYSTEM, QUALITY OF SERVICES AND TAX SANCTIONS Putra, Loist Abdi; Loist, Christine; Efendi, Efendi; Welly, Yerisma; Sudirman, Acai
Referensi : Jurnal Ilmu Manajemen dan Akuntansi Vol 11, No 3 (2023)
Publisher : Unitri Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33366/ref.v11i3.4860

Abstract

Purpose: This study aims to analyze the model of strengthening taxpayer compliance through the e-sam sat system, service quality, and tax sanctions at the tax office at the Pematang Siantar Samsat office. Methods: This study used a library and field research design with a quantitative causality approach. Data analysis: Data analysis techniques using the SEM method with Partial Least Squares Modeling (PLS-SEM). Each hypothesis proposed in this study will be tested using SmartPLS Version 3.0 software. The structural Equation Model (SEM) approach based on Partial Least Square is used for hypothesis testing. Results and discussion: The results of the data analysis confirm that the e-samsat system, service quality, and tax sanctions significantly affect taxpayer compliance. Conclusion: With the e-Samsat system, service quality, and appropriate tax sanctions, taxpayers can pay vehicle tax online or through a mobile application. This provides convenience and comfort for taxpayers because they do not need to visit the Samsat office in person. Although the e-Samsat system, service quality, and tax sanctions can play an important role in increasing taxpayer compliance, it is important to remember that an approach focusing solely on these three variables is only partially practical. Education, awareness, and a persuasive approach are also needed to create an environment that supports voluntary compliance by taxpayers. Tujuan: Penelitian ini bertujuan untuk menganalisis model penguatan kepatuhan wajib pajak melalui sistem e-samsat, kualitas pelayanan dan sanksi perpajakan di kantor pajak di kantor Samsat Pematang Siantar. Metode: Penelitian ini menggunakan desain penelitian kepustakaan dan lapangan dengan pendekatan kuantitatif kausalitas. Analisis data: Teknik analisis data dengan menggunakan metode SEM dengan Partial Least Squares Modelling (PLS-SEM). Setiap hipotesis yang diajukan dalam penelitian ini akan diuji menggunakan software SmartPLS Versi 3.0. Pendekatan Structural Equation Model (SEM) berdasarkan Partial Least Square dilakukan untuk pengujian hipotesis. Hasil dan diskusi: Hasil analisis data mengkonfirmasi sistem e-samsat, kualitas pelayanan dan sanksi perpajakan berpengaruh signifikan terhadap kepatuhan wajib pajak. Kesimpulan: Dengan adanya sistem e-Samsat, kualitas pelayanan, sanksi perpajakan yang baik, maka wajib pajak dapat membayar pajak kendaraan secara online atau melalui aplikasi seluler. Hal ini memberikan kemudahan dan kenyamanan bagi wajib pajak karena mereka tidak perlu mengunjungi kantor Samsat secara langsung. Meskipun sistem e-Samsat, kualitas pelayanan, dan sanksi perpajakan dapat berperan penting dalam meningkatkan kepatuhan wajib pajak, penting untuk diingat bahwa pendekatan yang berfokus hanya pada ketiga variabel tersebut tidak sepenuhnya efektif. Pendidikan, kesadaran, dan pendekatan persuasif juga diperlukan untuk menciptakan lingkungan yang mendukung kepatuhan sukarela dari wajib pajak.
Co-Authors Abdurohim Abdurohim Abdurohim Abdurohim Abdurohim Abdurohim, Abdurohim Achmad Noerkhaerin Putra Agus Perdana Windarto Ambarita, Marthin H. AMELIA SETYAWATI, AMELIA Andi Tenri Pada Andronicus, Melkyory Andy Wijaya Andy Wijaya Anggreani, Jenni Anggriani, Rini Anju Bhernadetha Nainggolan Antonius Philippus Kurniawan Gheta Apriansyah Ramadani Apriansyah Ramadhani Ariesa, Yeni Augustinah, fedianty Banjarnahor, Astri Rumondang Basriani, Agustin Butarbutar, Marisi Butarbutar, Novita Candra, Vivi Christina Yanita Setyawati, Christina Yanita Christine Dewi Nainggolan Christine Loist Chusnu Syarifa Diah Kusuma Chyntia Lienedy Cordelia Khosasi Damanik, Darwin Darwin Darwin Darwin Lie Deandra Vidyanata Debi Eka Putri Desi Susanti Dharma, Edy Diah Pranitasari Diana Puspitasari Doloksaribu, Winda Sri Astuti Dyah Widowati Edbert Christian Edy Dharma Efendi efendi Efendi Efendi Efendi, Efendi Eliza Arshandy Elly Romy Elly Romy Elly Susanti Erbin Chandra Ernest Grace Farisi, Salman Febrianty Febrianty Fedianty Augustinah Fedianty Augustinah Fedianty Augustinah Fedianty AUGUSTINAH Fenny Fenny Fitria Halim Fitria Halim Fitria Halim Gavin Gheta, Antonius Philippus Kurniawan Girsang, Rosita Manawari Gloria Miagina Palako Djurubassa Gori, Evitya Goyal, Mukta Grace Endang Pakpahan Grace Ivani Hadikusumo, Reina A. Hendra Jonathan Sibarani Hendrick Sasimtan Putra Henson Sanjaya Herlina Humiras Betty Marlina Sihombing Inrawan, Ady Ita Musfirowati Hanika Jansen Salim Juan Anastasia Putri Juara Simanjutak Jubi Jubi Julyanthry Julyanthry Julyanthry Julyanthry Julyanthry, Julyanthry Kaharuddin Kevin Indajang Lenny Dermawan Sembiring Leo Surya Pratama Lina Lina Lina, Ni Putu Maha Loist Abdi Putra Lora Ekana Nainggolan Lubis, Khairunnisah Lumanauw, Nelsye Lutfiana, Wina Maria Sugiat Maria Sugiat Maria Sugiat Marpaung, Fenny Krisna Marthin Hutler Ambarita Martin Yehezkiel Sianipar Marto Silalahi Meldasari Said Milka Rositi Sianipar Moktar, Brilian Monica Payranisa Musa Fernando Silaen Nababan, Grevina Oktavia Naibaho, Ayu Nainggolan, Anju Bherna D. Nana Triapnita Nainggolan Nani Nani Neneng Susanti Ni Made Ayu Gemuh Rasa Astiti Ni Putu Maha Lina Nkrumah, Ivy Kesewaa Nurhayati Nurhayati Onita Sari Sinaga Pada, Andi Tenri Pakpahan, Grace Endang Panggabean, Esther Praja Anggriany Pantas, Hendrick Pasaman Silaban PURBA, ELIDAWATY Purba, Lenta Friska Putra, Loist Abdi Rasmulia Sembiring Reni Shinta Dewi Robert Tua Siregar Robetmi Jumpakita Pinem Romi, Mochamad Vrans Romy, Elly Ruth Tridianty Sianipar Saidan Sany Lubis Saragih, Liharman Setiyawami Setiyawami Shannen Fania Halim Sherly Sherly sherly sherly Siallagan, Dolly Miduk Sihombing, Humiras Betty Marlina Silitonga, Hery Pandapotan Simatupang, Sudung Simatupang, Sudung Sinaga, Onita Sari Sinulingga, Trilia Anisa Siregar, Liper Sisca Sisca, Sisca Sofiyan Sofiyan Sofiyan Sofiyan Sofiyan Sri Harini Sri Harini Suci Sundari Piliang Sugiat, Maria Supitriyani, Supitriyani Susanti, Neneng Susi Susanti Agustina Tiffany Viola Titien Agustina Tongam Sihol Nababan Umiyati, Hesti Vany Tanisha Salim Vincent Jonery Ng Vivi Candra Wahyu Aji Wibowo Wakhyuni, Emi Welly, Yerisma Winda Sri Astuti Doloksaribu Winda Sri Astuti Doloksaribu Wirda Lilia Yeni Ariesa Yuris Danilwan Yusnaini Yusnaini