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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis EQIEN - JURNAL EKONOMI DAN BISNIS Almana : Jurnal Manajemen dan Bisnis Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat EKUITAS (Jurnal Ekonomi dan Keuangan) Ecobisma (Jurnal Ekonomi, Bisnis dan Manajemen) Jurnal Ilmiah Edunomika (JIE) Ilomata International Journal of Management Bima Journal : Business, Management and Accounting Journal Journal of Research in Social Science and Humanities Jurnal Bisnis, Manajemen & Ekonomi Journal of International Conference Proceedings Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Logistic and Operation Management Research
Padmakusumah, Rizal Ramdan
Universitas Widyatama
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Analyzing Electronic Service Quality in Shopee Using the E-Servqual Method Islan Mutiana Reva; Rizal Ramdan Padmakusumah
Logistic and Operation Management Research (LOMR) Vol. 5 No. 1 (2026): Logistic and Operation Management Research (LOMR)
Publisher : Research Synergy Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/lomr.v5i1.4398

Abstract

This study evaluates the electronic service quality of the Shopee e-commerce platform using the e-servqual framework. The increasing use of digital commerce platforms has intensified the need for electronic service quality evaluation. A quantitative descriptive approach was employed involving 100 active Shopee users selected through purposive sampling. Data were collected through an online questionnaire and analyzed using descriptive e-servqual gap analysis and cartesian diagram. The analysis examined the gaps between users’ expectations and perceived service performance across seven dimensions: efficiency, system availability, fulfillment, privacy, responsiveness, compensation, and contact. The findings indicate that all dimensions produced negative gap scores, suggesting that the platform’s service performance has not fully met user expectations. The largest negative gap was identified in the responsiveness dimension (-0.984), followed by system availability (-0.828) and privacy (-0.820). Cartesian analysis revealed that several attributes related to system stability, customer service responsiveness, compensation procedures, and information clarity were positioned in Quadrant I, indicating high importance but relatively low performance. These findings highlight several service attributes that require managerial attention and improvement. The study contributes empirical insights into the application of the e-servqual approach in the Indonesian e-commerce context based on a limited user sample.
PERFORMANCE MANAGEMENT SYSTEM AT INDONESIA HIGHER EDUCATION INSTITUTION Rizal Ramdan Padmakusumah; Adam Fatrizal; Muhammad Aghnan Nugraha; Kepin Ananda; Solahuddin Ismail
EKUITAS (Jurnal Ekonomi dan Keuangan) Vol 10 No 1 (2026): March
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya(STIESIA) Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24034/j25485024.y2026.v10.i1.7592

Abstract

The intense competition among higher education institutions (HEIs) in Indonesia requires them to have a robust performance management system. This study aims to identify general performance management practices at HEIs in Indonesia, specifically at Widyatama University (UTama). This study is a qualitative study. Data credibility was tested using method triangulation. Data analysis employed content analysis and direct interpretation. The research data sources were scientific articles, secondary data, and primary data. The scientific articles were sourced from national and international journals. Secondary data consisted of strategic planning documents, quality manuals, and other related documents from several top universities in Indonesia. Primary data were collected through interviews with leaders and experts at UTama. The results of the study indicate that HEI in Indonesia and UTama already have a structured performance management system. Leaders and experts at HEI in general, and at UTama in particular, tend to choose or use the TWOS Matrix and the Balanced Scorecard (BSC) as part of their performance management system. The research results suggest that HEIs in Indonesia and UTama can create a combined performance management system using TWOS, BSC, Performance Prism, and Key Performance Indicators (KPIs) that meet both national and international criteria.
The Effect of Implementing Customer Relationship Management, Pipeline, and Campaigns on Company Operations Beni Nurhalim; Rizal Ramdan Padmakusumah
Journal of Research in Social Science and Humanities Vol 5, No 4 (2025)
Publisher : Utan Kayu Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47679/jrssh.v5i4.518

Abstract

This study aims to analyze the effect of Customer Relationship Management (CRM), Pipeline, and Campaign implementation on Company Operations. The rapid development of technology and increasing business competition require companies to manage customer relationships, workflow processes, and campaign activities effectively in order to improve operational performance. This research employs a quantitative approach using a survey method. Data were collected through questionnaires distributed to employees directly involved in CRM, pipeline, and campaign activities. The sampling technique was determined using the Slovin formula based on the research population. Data analysis was conducted using Structural Equation Modeling based on Partial Least Square (SEM-PLS). The results indicate that Campaign and Pipeline have a positive and significant effect on Company Operations, while CRM does not have a significant direct effect on Company Operations. These findings suggest that operational effectiveness is more strongly influenced by the successful execution of campaigns and systematic workflow management than by CRM implementation, which has not yet been optimally integrated into operational processes. This study provides managerial implications, emphasizing the importance of strengthening data-driven campaign strategies, optimizing pipeline management, and enhancing CRM integration into operational processes to achieve sustainable operational performance improvement.
Effect of Workload and Work Environment on Job Satisfaction of Employees at PT ABC Handika Eka Pratama; Rizal Ramdan Padmakusumah
BIMA Journal (Business, Management, & Accounting Journal) Vol. 7 No. 1 (2026)
Publisher : Perkumpulan Dosen Muda (PDM) Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37638/bima.7.1.459-472

Abstract

Purpose: This study aims to examine the effect of workload and work environment on employee job satisfaction at PT ABC. The research is important as increasing workload demands and working conditions may influence employee attitudes and organizational sustainability. Methodology: This research employs a quantitative approach using a survey method. Data were collected from 45 employees using structured questionnaires and analyzed using descriptive statistics and multiple linear regression analysis. Classical assumption tests were conducted to ensure the validity of the regression model. Results: The results indicate that workload and work environment have a positive and significant effect on job satisfaction, both partially and simultaneously. The work environment shows a stronger influence compared to workload. Findings: The findings reveal that workload perceived as manageable and supported by a conducive work environment contributes to higher employee job satisfaction. Novelty & Originality: This study provides empirical evidence that workload can function as a positive determinant of job satisfaction when aligned with employee capacity and supported by a supportive work environment, particularly in the context of a technical service company. Conclusions: The study concludes that an integrated management of workload and work environment is essential to enhance employee job satisfaction and organizational effectiveness. Type of Paper: This paper is a research article.
Factors Influencing the Intention to Purchase Electric Vehicles Using an Extended TPB Model Approach Hilmi Muhammad Harits Machsar; Rizal Ramdan Padmakusumah; Lutfi Auliarahman
Almana : Jurnal Manajemen dan Bisnis Vol. 10 No. 1 (2026): April
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v10i1.2985

Abstract

Electric vehicles are currently being predicted to become a potential solution towards the air pollution crisis occurring in major cities, such as Bandung. This study investigates factors that influence people’s intention to purchase electric vehicles using Extended TPB approach. The method employed is a descriptive quantitative approach using Partial Least Square–Structural Equation Modeling (PLS-SEM). SmartPLS V3 purposely served as the main analytical tool. The sample population of this study consists of residents of Greater Bandung, with a sample of 137 respondents. The results of the study indicate the influence and significance of Customer Innovativeness and Perceived Benefits on EV Adoption Intention, as well as the roles of Attitude Toward EV Adoption and Perceived Behavioral Control as its mediators
Co-Authors Adam Fatrizal Avrillia Avrillia Avrillia, Avrillia Beni Nurhalim Dwi Yulianto Dwiyogo, Santos Winarso Faritzal, Adam Gina Apriyani Nurunnisha Gina Apryani Nurunnisha Handika Eka Pratama Haura Khairunnisa Hilmi Muhammad Harits Machsar Islan Mutiana Reva Kahfi Cakra Wiguna Kepin Ananda Kristanto, Riko Widya Lutfi Auliarahman Muhammad Aghnan Nugraha Noviyanti, Reza Nurunnisha, Gina Apryani Ridha Amalia Sholehat Ryan Kurniawan Santos Winarso Dwiyogo Santos Winarso Dwiyogo Solahuddin Ismail Solihin, Ismail Widya Chandra Putri Aryani Wiguna, Evangelius Hans Zaenal Wahidin