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All Journal Journal of the Community Development in Asia International Journal of Accounting & Finance in Asia Pasific Prosiding Seminar Nasional Ekonomi dan Bisnis Universitas Ma Chung
Gai Sin, Liem
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Peran Servis Perbaikan dalam Peningkatan Layanan Purna Jual Christian, Michael Albert; Sidarta, Daniel Setia; Gai Sin, Liem; Widyaningrum, Santi
Prosiding Seminar Nasional Ekonomi dan Bisnis Vol. 4 (2024): Prosiding SENAM 2024: Seminar Nasional Ekonomi dan Bisnis Universitas Ma Chung
Publisher : Ma Chung Press

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Abstract

Latar belakang dilakukannya penelitian ini dikarenakan layanan purna jual memainkan peran penting dalam meningkatkan kepuasan dan loyalitas pelanggan. Permasalahan yang ditemukan pada penelitian ini adalah banyaknya perusahaan yang menghadapi tantangan dalam memastikan bahwa layanan purna jual, khususnya layanan servis perbaikan, dapat memberikan kepuasan maksimal kepada pelanggan dan pada akhirnya meningkatkan loyalitas pelanggan. Penelitian ini bertujuan untuk mengeksplorasi seberapa pentingnya peran servis perbaikan dalam meningkatkan layanan purna jual. Metode penelitian yang digunakan pada jurnal ini adalah metode studi literatur dengan data yang dikumpulkan melalui berbagai kajian berbagai literatur dan penelitian terdahulu yang berkaitan dengan topik pengaruh servis perbaikan dalam layanan purna jual. Hasil penelitian yang diperoleh adalah servis perbaikan yang berkualitas dapat secara signifikan meningkatkan kepuasan pelanggan dan loyalitas merek. Beberapa elemen kunci yang mempengaruhi efektivitas layanan purna jual dalam layanan servis perbaikan termasuk garansi, penyediaan suku cadang, pelayanan pemeliharaan berkala, kebersihan fasilitas umum, dan tanggung jawab perusahaan terhadap kerusakan pasca-servis. Kesimpulan bagi obyek penelitian dari tim penulis antara lain bahwa pengelolaan yang efektif dalam layanan purna jual sangat penting untuk mencapai keunggulan kompetitif di pasar. Hasil implementasi yang bisa disarankan kepada perusahaan antara lain memberikan panduan perawatan produk, menyediakan layanan servis datang ke tempat, dan meningkatkan kualitas teknisi dengan mengadakan pelatihan tambahan.
Examining Factors Influencing Customer Loyalty in the Electronic Product Market: Strategies for Enhancing Brand Loyalty Gai Sin, Liem; Chien, Ng Wei; Chongya, Gong; Qingyu, Li; Rathi, Hamaad Nisar; Tao, Zhou; Poovendren, Amrithaa; Ali, A.J.; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 8, No 1 (2025): February 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v8i1.3835

Abstract

This study integrates Oliver’s four-stage loyalty model to examine the influence of technological innovation, cultural adaptability, and personalized customer experiences on cognitive, affective, conative, and action loyalty. The study employs a mixed-method research design, incorporating both quantitative and qualitative approaches, with Huawei as the focal case study. A non-probability convenience sampling technique was used to select 150 respondents from diverse demographics. Data collection involved structured surveys and semi-structured interviews, with survey items measuring brand image, brand quality, customer satisfaction, social media interaction, and localization perception on a five-point Likert scale. Regression analysis results indicate that social media interaction (? = 0.648) and customer satisfaction (? = 0.191) significantly enhance public image, supporting H3 and H4. However, brand image and brand quality show no significant effect, leading to the rejection of H1 and H2. Additionally, localization perception strongly influences sustainability perception (? = 0.664), while brand quality has a moderate impact (? = 0.289). These findings highlight the pivotal role of digital engagement and localized strategies in fostering customer loyalty. The study offers actionable insights for electronic brands to enhance global market positioning and sustain competitive advantage.
Next-Gen Workforce Meets AI: Navigating Career Paths in a Tech-Driven World Hui Gan, Kia; Hui Ling, Lim; Gai Sin, Liem; Kannan, Sushmita A/P; Ruicen, Song; Danning, Sun; Zexuan, Sun; Hung Kee, Daisy Mui
Journal of The Community Development in Asia Vol 8, No 3 (2025): September 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i3.4159

Abstract

Artificial Intelligence (AI) is rapidly transforming the global world of work, raising important questions about how younger generations perceive its impact on their future careers. This study investigates the perceptions of Generation Y (Gen Y) and Generation Z (Gen Z) university students toward AI and its influence on employment opportunities. A quantitative survey was conducted with 150 respondents from universities in China and Malaysia, focusing on two key variables: AI awareness and perceptions of employment prospects. The results reveal that both cohorts generally demonstrate positive levels of awareness and optimistic attitudes toward AI. Notably, students’ attitudes were found to play a more significant role than awareness in shaping their views regarding AI’s potential effects on their future career opportunities. These findings underscore the importance of higher education institutions in enhancing AI literacy, cultivating adaptive mindsets, and integrating technology-oriented curricula to prepare students for the demands of an AI-driven labor market. By fostering proactive and confident engagement with emerging technologies, universities can empower future professionals to navigate challenges and leverage opportunities in the evolving digital economy.
Co-Authors Ali, A.J. Chien, Ng Wei Chongya, Gong Christian, Michael Albert Danning, Sun Hui Gan, Kia Hui Ling, Lim Hung Kee, Daisy Mui Kannan, Sushmita A/P Kee, Daisy Mui Hung Poovendren, Amrithaa Qingyu, Li Rathi, Hamaad Nisar Ruicen, Song Sidarta, Daniel Setia Tao, Zhou Widyaningrum, Santi Zexuan, Sun