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The effect of salesperson’s expertise and salesperson’s likeability through trust mediation (Case study of PT. Bank Negara Indonesia (Persero) Tbk. Brawijaya Malang) Oktavia, Riwidya Tri
MEC-J (Management and Economics Journal) Vol 3, No 2 (2019)
Publisher : Faculty of Economics, State Islamic University of Maulana Malik Ibrahim Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (412.256 KB) | DOI: 10.18860/mec-j.v3i2.5846

Abstract

This study focuses on the role of salesperson in increasingrepurchase intention through trust that formed between salespersonand customers. The purpose of this study is to determine the effectof salesperson's expertise and salesperson's likeability on trust andrepurchase intention. The sample of this study was BNI BrawijayaMalang's customers who received special services from thesalesperson (personal banking assistant - PBA) and had a minimumdeposit of IDR 500,000,000, - The sample in this study was includedin the purposive sampling category and amounted to 140 people.Data analysis through Partial Least Square (PLS) with version 3.0smartPLS. The results of this study indicate that salesperson'sexpertise has a significant effect on trust and repurchase intention,salesperson's likeability has a significant effect on trust but is notsignificant in repurchase intention. Trust acts as a partial mediationon the influence of salesperson's expertise on repurchase intention,but acts as a complete mediation on the influence of salesperson'slikeability on repurchase intention.
PEMBINAAN KETERAMPILAN MANAJERIAL PENGURUS YAYASAN KARMEL DENGAN KONSEP APPRECIATIVE INQUIRY Riwidya Tri Oktavia; Albertus Herwanta
Asawika : Media Sosialisasi Abdimas Widya Karya Vol 7 No 1 (2022): Jurnal Asawika vol 7-1
Publisher : LPPM Unika Widya Karya Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37832/asawika.v7i1.85

Abstract

Kegiatan Pengabdian kepada Masyarakat ini dilakukan di Yayasan Karmel. Permasalahan yang dihadapi adalahkurangnya keterampilan manajerial pengurus yayasan, tata kelola organisasi yang belum optimal, menurunnya jumlahmurid, dan belum adanya rencana strategis jangka panjang, karena informasi terkait manajemen dan konsep strategiyang dimiliki masih terbatas. Permasalahan tersebut memberikan indikasi bahwa yayasan masih perlu meningkatkanketerampilan manajerialnya. Keterampilan manajerial merupakan kemampuan mengatur organisasi untuk mencapaitujuan, yang meliputi kemampuan untuk menggali dan mengembangkan potensi yang ada. Hal ini sejalan dengankonsep appreciative inquiry yaitu filosofi yang menunjukkan perubahan paradigma dalam keberlangsungan organisasi.Peralihan pendekatan dari cara tradisional yang melihat kekurangan untuk menyelesaikan masalah kepada pendekatanbaru yang menggali kekuatan untuk mendesain ulang organisasi dengan tujuan agar organisasi dapat lebihsustainable. Kegiatan ini terdiri dari tahap persiapan (survei, pengajuan proposal, penyamaan persepsi, danpenyusunan materi), tahap pelaksanaan (pemaparan materi dan diskusi), dan tahap evaluasi. Materi yang disampaikanadalah manajemen dalam organisasi, konsep dasar appreciative inquiry, strategi transformasi, dan appreciativeinquiry dalam manajemen perubahan. Hasil kegiatan ini adalah peningkatan pemahaman dan keterampilan manajerialpengurus yayasan dalam membuat rencana strategis dengan konsep appreciative inquiry yang ditunjukkan pada hasilpost test dan rencana tindak lanjut untuk menentukan konsep awal dalam strategi transformasi dengan terlebih dahulumenggali setiap hal positif yang dimiliki yayasan.Kata Kunci (keywords): keterampilan manajerial, appreciative inquiryAbstractThis Community Service activity has been done in cooperation with Karmel Foundation. The foundation has beenserving in educational fields, from kindergarden to high schools for more than 90 years. The problems found were lackof managerial skills of basic management, inadequate organizational governance, decreased number of students, nolong-term strategic plan, and limited knowledge regarding strategic management concepts. These problems indicatedthat the foundation still needs to improve its managerial skills. Managerial skills are the ability to organize anorganization to achieve its goals, including the ability to explore and develop existing potential that in line with theconcept of Appreciative Inquiry (AI). AI is a philosophy that shows a paradigm shift in organizational sustainability. Itchanges the approach from the traditional way that looks at shortcomings to solve problems to a new approachviewpoint that explores organization’s strength to redesign and to make it more sustainable. This activity follows thisfollowing steps. First, the preparation which includes survey, submission of proposals, common perceptions, andmaterial preparation. Second, the implementation that deals with material presentation and discussion. Finally, theevaluation. The materials presented the activity were management in organizations, basic concepts of appreciativeinquiry, transformation strategies, and appreciative inquiry in change management. The result was an enhancedunderstanding of managerial skills to make strategic plans based on the Appreciative Inquiry concept. It wassummarized from the post-test and the follow-up plans to determine the initial project in the transformation strategy byfirst exploring every positive thing the foundation possesed.Keyword): manajerial skills, appreciative inquiry
THE ROLE OF TRUST AS MEDIATION ON SALESPERSON’S EXPERTISE TO REPURCHASE INTENTION Oktavia, Riwidya Tri
Inspirasi Ekonomi : Jurnal Ekonomi Manajemen Vol. 5 No. 1 (2023): Inspirasi Ekonomi : Jurnal Ekonomi Manajemen
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Timor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32938/ie.v5i1.4215

Abstract

This study focuses on the role of salesperson in increasing repurchase intention. The purpose of this study is to analyze the direct effect of salesperson’s expertise on repurchase intention and its indirect influence through trust. The sample of this study is 140 customers of bank who have received special services from the salesperson and have some minimum deposit selected using probability sampling. The result of this study indicates that salesperson’s expertise has a significant effect on trust and repurchase intention. Trust acts as a partial mediator in the influence of salesperson’s expertise on repurchase intention, bit it acts as a complete mediator in the influence of salesperson’s likeability on repurchase intention.