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All Journal Manajemen dan Kewirausahaan International Journal of Tourism and Hospitality in Asia Pasific Journal of International Conference Proceedings Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Indonesian Research Journal on Education
Angmalisang, Stefani I.
Universitas Negeri Manado
Religion Arts Humanities Chemistry 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 Materials Science & Nanotechnology Mathematics Physics Social Sciences Other

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Journal : Journal of International Conference Proceedings

 1 
The Effect of Market Orientation and Product Creativity on Competitive Advantage at Etsuko Kitchen Tomohon Meisie Tulung; Stefani Angmalisang
Journal of International Conference Proceedings (JICP) Vol 5, No 2 (2022): BEFIC Conference Proceeding
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jicp.v5i2.1710

Abstract

This study aimed to find out the effect of market orientation and product creativity on the competitive advantage at Etsuko Kitchen Tomohon. The population was the customer of Etsuko Kitchen Tomohon. The number of samples was calculated based on Lemeshow formula that was as many as 100 respondents. Data collection was conducted using questionnaire. Data analysis that used in this study was t-test, F-test and multiple linear regressions processed using SPSS program, version 2022. The results showed that market orientation variable in t-test had tcount value of 5.026 > ttable value of 1.984 and has significant value of 0.000 < 0.05, and product creativity variable had tcount 10.384 > ttable 1.984 and the significant score of 0.000 < 0.05. The research results showed that market orientation variable and the product creativity partially and simultaneously had positive and significant effect on the competitive advantage. Thus, it could be concluded that the role of market orientation and product creativity on the competitive advantage was 74.4% and the remaining, i.e., 25.6%, was influenced by the other variables which were not included in this study. Keywords: Competitive Advantage, Market Orientation, Product Creativity.
The Measurement of Service Quality in Cianjur Raya Restaurant using SERVQUAL Model. Stefani Angmalisang
Journal of International Conference Proceedings (JICP) Vol 1, No 2 (2018): Proceedings of the 2nd International Conference of Project Management (ICPM) Gor
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (18.54 KB) | DOI: 10.32535/jicp.v1i2.272

Abstract

There is a significant need for the management in Cianjur Raya restaurant to do a service quality measurement, doe to the unsatisfied economic return and poor perform in meeting the desirable income level was set by the management.Hence, SERVQUAL model was being used in this research in order to measure the service quality in the restaurant. The model is useful to measure the gap between expectations of the customer with the fact of service that was delivered by the management. There are five SERVQUAL dimensions that represent the service quality; they are tangible, reliability, responsiveness, assurance and empathy. And the five dimensions are used to measure the five Gaps Analysis in SERVQUAL model which are: Gap 1 is the knowledge gap (the gap between customer expectations and perceptions of management); Gap 2 is the standards gap (the gap between management perceptions of consumer expectations and service quality standards); Gap 3 is the delivery gap (the gap between service quality specifications and delivery services); Gap 4 is the communication gap (the gap between service delivery and external communication); and Gap 5 is the service gap (the gap between perceived service and expected service). After conducting the research, the result found that the expected service was not met by the management; hence the service level was unsatisfactory. Finally, some recommendations were made to the management based on the result found in the research. The recommendation will be very useful in improving the service quality of Cianjur Raya restaurant in the near future. Keywords: Service Quality, SERVQUAL model, SERVQUAL dimensions, Gap.
Gap Analysis of Service Quality of BNI Banking Café at Manado Town Square Stefani I. Angmalisang
Journal of International Conference Proceedings (JICP) Vol 2, No 2 (2019): Proceedings of the 4th International Conference of Project Management (ICPM) Man
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jicp.v2i2.616

Abstract

This study analyzes the service quality of BNI café banking at Manado Town Square. This research is using gap analysis method between consumer expectation and perception towards the service quality of BNI café banking at Manado Town Square. The café banking is the first digital banking service in Indonesia that combines the concept of banking services with café outlet. This research is a descriptive study that uses a quantitative approach. This research uses accidental sampling techniques where 100 respondents are given questionnaires. It contains 22 question items that represent five dimensions of service quality (tangible, reliable, responsiveness, assurance, and empathy). The results obtained are the score of a positive gap of 0.3 for the total of five dimensions. It means that, overall, the service quality of BNI café banking is felt by customers to exceed their expectations. Especially in the dimensions of tangible, reliable and assurance quality, these dimensions get positive gap score. The dimensions of responsiveness and empathy still do not meet the overall expectations of consumer because they get negative score. The result of this study can be an input for the management of BNI café banking at Manado Town Square, so that the quality of existing service can be improved.
Co-Authors Dugupa, Simon Harrychoon Angmalisang Joanita Pio Lila, Sandy Lila, Sandy I Meisie Tulung Muaja, Reginaseli M. Nova Ch. Mamuaya Pakasi, Vianti R. Pangemanan, Enrique Rattu, Syaloomitha G. Robert Richard Winerungan Sandy I Lila Sandy Lila Sembiring, Otniel S. Setlight, Praished M. Sumolang, Gabriel