Article Per Year (5 Year)
p-Index From 2020 - 2025
0.562
P-Index
This Author published in this journals
All Journal JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Journal of Artificial Intelligence and Digital Business GEMAH RIPAH: Jurnal Bisnis
Ravenska, Nanda
Unknown Affiliation
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Mathematics

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 3 Documents
Search

 1 
Peran Kualitas Layanan dan Harapan Pelanggan terhadap Kepuasan melalui Nilai yang Dirasakan Siregar, Izza Nur Lathifa; Ravenska, Nanda; Fitriani , Laksmi; Tindaon, Susi Susanti
Jurnal Akuntansi, Keuangan, dan Manajemen Vol. 6 No. 4 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i4.4898

Abstract

Purpose: Customer satisfaction is a critical benchmark in assessing the performance of state-owned enterprises (SOEs) as it represents public trust and long-term service sustainability. In the electricity sector, performance is measured not only by technical indicators but also by the ability to fulfill customer expectations and deliver perceived value. Methodology/Approach: The research employed a quantitative explanatory design, surveying 249 customers of PLN UP3 Bandung who had used the contact center service within the last six months, selected using purposive sampling. Data validity and reliability were tested with SPSS, while hypothesis testing and structural modeling were conducted using SEM-PLS with SmartPLS. Results/Findings: The analysis demonstrates that service quality has a strong and significant influence on perceived value and satisfaction (0.688). Customer expectations also positively affect perceived value (0.241). Moreover, perceived value mediates the influence of both variables on customer satisfaction, with a path coefficient of 0.823. These findings led to the formulation of five strategic initiatives aimed at strengthening customer interaction and improving satisfaction levels at PLN UP3 Bandung. Conclusions: The study concludes that enhancing service quality and aligning with customer expectations directly and indirectly increases satisfaction through perceived value. Strengthening perceived value contributes to customer loyalty, trust, and sustainable service delivery. Limitations: The study is limited to one PLN regional unit and a short data collection period. Contribution: This research provides practical insights for PLN in optimizing service strategies and enriches academic discussions on the mediating role of perceived value in shaping satisfaction.
EFEKTIVITAS PENERAPAN VIRAL MARKETING MELALUI INSTAGRAM DALAM PROMOSI TIC (TOURIST INFORMATION CENTER) DINAS KEBUDAYAAN DAN PARIWISATA KOTA BANDUNG Aprianti, Fanny Nur; Ravenska, Nanda; Anwar, Saekul; Pradesa, Hafid Aditya
ECONOMOS Vol 5 No 03 (2025): EKONOMI DAN BISNIS
Publisher : KELOMPOK KOMUNITAS LABORATORIUM PENELITIAN (COMMUNITY OF RESEARCH LABORATORY)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69957/grjb.v5i03.2396

Abstract

Perkembangan teknologi digital mendorong media sosial menjadi instrumen penting dalam strategi pemasaran, khususnya viral marketing. Instagram sebagai platform berbasis visual dengan tingkat interaksi tinggi memiliki peranan strategis dalam penyebaran informasi pariwisata. Akan tetapi, efektivitas strategi komunikasi viral marketing pada akun Tourist Information Center (TIC) Dinas Kebudayaan dan Pariwisata Kota Bandung masih belum optimal. Hal ini tercermin dari ketidakkonsistenan unggahan, kesenjangan antara jumlah pengikut dengan tingkat interaksi, dan kurangnya konsisten terkait postingan destinasi wisata serta keterbatasan dalam pemanfaatan fitur media sosial. Penelitian ini bertujuan untuk menganalisis implementasi strategi komunikasi viral marketing pada akun Instagram TIC (Tourist Information Center) Dinas Kebudayaan dan Pariwisata Kota Bandung, mengidentifikasi faktor pendukung dan penghambat, serta menyusun rekomendasi perbaikan untuk meningkatkan efektivitas promosi pariwisata. Metode penelitian yang digunakan adalah kualitatif deskriptif dengan teknik pengumpulan data melalui wawancara mendalam, observasi aktivitas akun, dan studi dokumentasi konten digital. Informan dipilih menggunakan purposive sampling, melibatkan kepala bidang pemasaran, sub koordinator promosi dan staff bidang pemasaran serta masyarakat atau wisatawan . Validitas data diuji dengan triangulasi sumber dan teknik. Hasil penelitian menunjukkan bahwa strategi viral marketing mampu meningkatkan kesadaran publik terhadap pariwisata Kota Bandung, didukung oleh popularitas media sosial, keterlibatan opinion leader, dan variasi konten visual. Namun demikian, tantangan berupa inkonsistensi unggahan, rendahnya engagement, serta pemanfaatan terbatas pada fitur interaktif masih menjadi kendala utama.
Customer Satisfaction Index (CSI) sebagai Alat Ukur Kepuasan Peserta BPJS Ketenagakerjaan Cabang Bandung Suci Gustomo, Sheva Roga; Asri, Melati Dewi; Ravenska, Nanda; Kurniawan, Iwan
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 3 (2025): Agustus - October
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i3.2660

Abstract

This study aims to measure participant satisfaction with the services provided at the Bandung Suci Branch Office of BPJS Ketenagakerjaan and to formulate recommendations for service improvement. The research employed a descriptive quantitative method, with primary data collected through questionnaires distributed to 107 participants, complemented by field observations. The analysis was conducted using the Customer Satisfaction Index (CSI) approach with five indicators of customer satisfaction proposed by Kotler and Keller, namely product quality, service quality, emotional conditions, price, and cost. The findings indicate that participant satisfaction falls into the “fairly satisfied” category, with a CSI score of 61.82%. The lowest-performing dimensions include responsiveness, cost, empathy, reliability, product quality, and assurance. These results highlight the need for improvements, particularly in service speed and efficiency. As a follow-up, the study recommends a redesigned queuing system at the branch office to enhance service effectiveness and optimize participant satisfaction.
Co-Authors Anwar, Saekul Aprianti, Fanny Nur Asri, Melati Dewi Fitriani , Laksmi Gustomo, Sheva Roga Hafid Aditya Pradesa Iwan Kurniawan Siregar, Izza Nur Lathifa Tindaon, Susi Susanti