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All Journal Jurnal Abdi Insani Emerging Markets : Business and Management Studies Journal Prosiding Konferensi Nasional PKM-CSR The South East Asian Journal of Management
Krisnawati, Nila
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Analyzing Technical Competency, Relational Capabilities and Cognitive Abilities on Customer Satisfaction at Distributor Companies in Indonesia Mohamad Firdaus; Krisnawati, Nila; Basbeth, Firdaus
Emerging Markets : Business and Management Studies Journal Vol. 9 No. 1 (2021)
Publisher : Directorate of Academic Research and Community Services

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33555/embm.v9i1.188

Abstract

In the current era of globalization, business competition is getting tougher and as a market leader, companies must always maintain their performance and improve their performance, so that customer satisfaction is always maintained. Especially the performance of mechanical services to customers whose performance must be maintained. Main problem faced by PT United Tractors heavy equipment service division is a decrease in customer satisfaction. The decrease in satisfaction is thought to be caused by a decrease in mechanics technical competence, the lack of mechanical ability to maintain good relationships (relational capability) with customers and the ability to identify problems (cognitive abilities) faced by customers. The purpose of this research is to analyze the impact of technical competency, relational capability and cognitive ability toward customer satisfaction and to analyse the impact of customer satisfaction toward customer loyalty. As a quantitative research, the study distributed questionnaires to 200 respondents who are customers who used mechanics services, so that it can be seen what variables have a significant impact on customer satisfaction. The findings of this study are that cognitive ability and technical competency have a significant impact on customer satisfaction, while relational capability has no significant impact on customer satisfaction. The influence of customer satisfaction on customer loyalty has a significant impact.
Innovative Strategic Positioning of Capital Flows Mobilization of The Original Five ASEAN Countries: Which are Leading? Nasution, Eric J.; Krisnawati, Nila
The South East Asian Journal of Management Vol. 12, No. 2
Publisher : UI Scholars Hub

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

Abstract

Research Aims - The study was conducted to employ the capital flows mobilization (CFM) indicators as the leading economic indicators to determine the leadership role among the five original ASEAN countries. It sought to simplify and answer three research questions on the differences of CFM indicators among the ASEAN countries, their ranks, and how they were positioned in terms of CFM performance and Granger causality risk level. Methodology - Nonparametric statistics and the economic game theory using a four-quadrant matrix were used to answer the three research questions. Research findings - The first hypothesis was accepted, which indicates that the CFM performance among the five original ASEAN countries differed significantly during the period after the Asian financial crisis in 1998 to 2017. The second research question indicated that Malaysia and Singapore were ranked the first in the ISP of CFM, while Thailand, Indonesia, and Philippines came next to these two leading ASEAN countries. The third research question indicated that Malaysia and Singapore were strategically positioned in the first quadrant, which must deploy the maintenance of highgrowth CFM. Thailand seemed to occupy the innovative CFM refocus strategy, while Indonesia, the expected leading figure in the region, was only positioned fourth. It was expected to fully liberalize and begin with risk diversification in its CFM. The Philippines remained concentrating in its CFM liberalization. Originality - Few studies are considered in the CFM framework, which is integrated with the ISP and using a four-quadrant matrix as an effective measurement. This study is also measuring the ISP effectiveness of CFM in Southeast Asian countries. Managerial implications in the South East Asian Context- The result of the study will be valuable for determining the strategic position of the capital flow mobilization or CFM leading in South East Asian countries. It will enhance the fundamental role of a country in protecting countries from financial turbulences and also on the effectiveness of monetary policy. Research limitations and recommendations - The study focused only on the exploration of how the longitudinal unbalanced panel data of the original ASEAN countries’ economic indicators from the year 2000 to 2016 by utilizing a four-quadrant positioning matrix tool. It is also concentrated only on the former mentioned or money, which flowed in and out of a country’s economic system in accordance with the realm of innovative strategic positioning.
PENINGKATAN DAYA SAING UMKM TANGSEL MELALUI BRAND REFRESH UNTUK MENINGKATKAN KINERJA BISNIS Bustaman, Yosman; Krisnawati, Nila; La Are, Robert
Prosiding Konferensi Nasional Pengabdian Kepada Masyarakat dan Corporate Social Responsibility (PKM-CSR) Vol 6 (2023): INOVASI PERGURUAN TINGGI & PERAN DUNIA INDUSTRI DALAM PENGUATAN EKOSISTEM DIGITAL & EK
Publisher : Asosiasi Sinergi Pengabdi dan Pemberdaya Indonesia (ASPPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37695/pkmcsr.v6i0.1979

Abstract

Program pengabdian masyarakat yang dijalankan oleh Universitas Swiss German bertujuan untuk meningkatkan daya saing bisnis Usaha Mikro, Kecil, dan Menengah (UMKM) di wilayah Tangerang Selatan melalui pelatihan "Brand Refresh". Program ini bertujuan untuk memberikan wawasan dan keterampilan kepada pemilik dan pelaku UMKM dalam memahami pentingnya identitas merek yang kuat terhadap produk yang mereka kelola serta strategi pemasaran yang efektif untuk meningkatkan penjualan dan performa bisnis. Metode yang digunakan dalam program ini Participatory Action Research yang juga terdiri dari serangkaian pelatihan interaktif, workshop dan konsultasi yang disesuaikan dengan kebutuhan dan karakteristik UMKM di Tangerang Selatan. Selain itu dilakukan juga FGD untuk memperkuat analisa kebutuhan pelatihan. Sebanyak 20 (dua puluh) peserta UMKM diberikan pemahaman mendalam tentang konsep "Brand Refresh" melalui penjelasan teoritis, contoh kasus, dan praktek langsung dalam merancang strategi merek yang relevan dengan target pasar. Hasil dari program pengabdian ini diukur melalui evaluasi partisipan sebelum dan setelah pelatihan, serta dengan mengumpulkan data tentang peningkatan penjualan, perubahan dalam strategi pemasaran, dan perubahan dalam persepsi pelanggan terhadap merek UMKM yang terlibat. Outcome program ini adalah tercapainya dampak signifikan pada penjualan dan performa bisnis UMKM di Tangerang Selatan, serta memperkuat posisi mereka di pasar yang semakin kompetitif. Dengan meningkatnya daya saing UMKM melalui strategi "Brand Refresh" yang efektif, diharapkan pula dapat berdampak positif pada pertumbuhan ekonomi lokal, menciptakan lapangan kerja baru, dan berkontribusi pada pembangunan berkelanjutan di wilayah Tangerang Selatan. Program pengabdian ini mencerminkan komitmen Universitas Swiss German dalam mendukung perkembangan UMKM sebagai pilar penting dalam perekonomian lokal.
TRANSFORMASI UMKM DESA MELALUI LITERASI KEUANGAN DAN BRANDING DIGITAL MENUJU EKONOMI INKLUSIF: STUDI KASUS KELOMPOK UMK MEKAR LESTARI – BUMDES SERDANG TIRTA KENCANA Krisnawati, Nila; Permana, Tabligh; Saputra, Agung Joni
Jurnal Abdi Insani Vol 12 No 10 (2025): Jurnal Abdi Insani
Publisher : Universitas Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29303/abdiinsani.v12i10.3070

Abstract

Program pengabdian kepada masyarakat ini dilaksanakan untuk menjawab tantangan rendahnya literasi keuangan dan keterbatasan branding digital pada kelompok UMK Mekar Lestari yang berada di bawah binaan BUMDes Serdang Tirta Kencana, Desa Serdang Wetan, Kabupaten Tangerang. Kegiatan yang dilaksanakan pada 8-10 Juli 2025 di balai desa Serdang Wetan ini bertujuan meningkatkan kapasitas pelaku UMK dalam pencatatan transaksi, penyusunan laporan keuangan sederhana, serta pemanfaatan strategi branding dan pemasaran digital yang dilakukan oleh Tim dosen dari Universitas Swiss German, yang terdiri dari 3 orang dosen, 1 staf, dan 1 orang mahasiswa. Metode yang digunakan adalah pendekatan partisipatif berbasis kebutuhan mitra melalui tahapan identifikasi permasalahan, perancangan solusi, pelatihan, pendampingan teknis, serta evaluasi dan monitoring. Hasil kegiatan menunjukkan adanya peningkatan signifikan pada kemampuan peserta yang berjumlah 13 (tiga belas) orang, dalam menyusun laporan keuangan sederhana, memperbaiki kemasan produk, serta memanfaatkan media sosial dan marketplace sebagai sarana promosi. Peserta juga menunjukkan peningkatan pengetahuan dan keterampilan berdasarkan perbandingan hasil pre-test dan post-test. Hasil dari pelatihan dan pendampingan ini adalah peningkatan kapasitas literasi keuangan dan branding digital UMK Mekar Lestari, serta memberikan kontribusi pada penguatan peran BUMDes dalam pembangunan ekonomi desa menuju ekosistem digital yang lebih inklusif.
Co-Authors Agung Joni Saputra Bustaman, Yosman Firdaus Basbeth La Are, Robert Mohamad Firdaus Nasution, Eric J. Permana, Tabligh