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Making Effectiveness Customer Complaint Handling Rezi Muhamad Taufik Permana; Roro Arinda Reswanti Julian Pratama
Almana : Jurnal Manajemen dan Bisnis Vol 4 No 2 (2020): Agustus
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Langlangbuana

The quality of service provided by each Bank becomes a differentiator and becomes a consideration for customers to be loyal to the Bank. With increasing competition in the service and manufacturing sectors, the strategic focus has shifted to determining retention strategies for customers. The speed of handling complaints is measured by SLA (Services Level Agreement), where each bank is required to settle customer complaints a maximum of 20 working days. For this reason, the company has a great responsibility to be able to handle customer complaints following the established SLA (Services Level Agreement). Risk of reputation and even financial risk can arise if customer complaints are not handled quickly and accurately. The research method uses PDCA (plan, do check, action) to know how the business process can be a continuous improvement. This research will show what the effect of complaint handling is too late with the root causes method. To give feedback from the problem this research uses decision-making tools as Analytic Hierarchy Process.

Science Management Challenges Facing in the Industrial Revolution Era 4.0 Rezi Muhamad Taufik Permana
Almana : Jurnal Manajemen dan Bisnis Vol 5 No 2 (2021): August
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Langlangbuana

Science Management is now a challenge in facing the industrial era 4.0 where organizations and the industrial world are currently experiencing a more adaptive approach in viewing organizational theories in the field of management. The purpose of this research is to find out how big the impact of technological developments is on the development of science, especially management. This research was conducted with a qualitative descriptive approach by looking at the theories of management science with a case approach of the industrial era 4.0. This study uses secondary data contained in books, white papers, journals, articles which is the basis for a literature review. The results show that the role of organizational members, especially stakeholders, is required to study and understand all management theories produced by various streams and concepts or approaches that are most suitable for dealing with simple and complex problems and, this approach describes the current conditions. conditions and management positions in the future.

Impact Organizational Culture on Organizational Commitment Study of Banking Company in Indonesia Rezi Muhamad Taufik Permana
Jurnal Akuntansi, Manajemen dan Ekonomi Vol 22 No 3 (2020): Vol. 22, No. 3, 2020
Publisher : Faculty of Economics and Business, Jenderal Soedirman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32424/1.jame.2020.22.3.3147

Organizational culture is no longer seen as a legacy of the past is seen as a mere, but also must be designed and deployed as a strategic tool to achieve corporate objectives. Culture is also an indicator to see how committed an employee of the company. Using a questionnaire survey, this paper examined effected of corporate culture on organizational commitment. Specifically, this paper examines four dimensions of corporate cultures, the teamwork, communication, rewards and recognition, and training and development of employee commitment to the organization. One hundred and fifty-six respondents from banking companies to be a part of this survey. The research hypothesis was tested using multiple hierarchical regression analysis. The results showed that all dimensions of corporate culture that are selected in this study can use as a determinant/indicator of organizational commitment.

Analysis of the Impact of Tiktok Content Creator on the Identification of F&B MSME Products Rezi Muhamad Taufik Permana; Roro Arinda Reswanti Julian Pratama
Almana : Jurnal Manajemen dan Bisnis Vol 6 No 2 (2022): August
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Langlangbuana

TikTok has played a significant role in the development of social media today. Where the role of TikTok has almost influenced all forms of perception for the audience. MSMEs, especially in food and beverage products. TikTok can be an appropriate promotional medium to introduce a strong brand position. This role becomes very important when there is a review or review from the Content Creator. For this reason, this study will examine how big the influence of TikTok Content Creator in introducing MSME food and beverage products. Using a quantitative method approach using a questionnaire instrument distributed through google form to find out the impact of TikTok Content Creator on product identification of F&B MSMEs. This approach is used to determine the condition of a phenomenon being discussed with the data analysis design.

Pengaruh Promosi Media Sosial dan Store Atmosphere terhadap Keputusan Pembelian Fikri Faruq Ar Rasyad; Hendrati Dwi Mulyaningsih; Rezi Muhamad Taufik Permana
Bandung Conference Series: Business and Management Vol. 2 No. 2 (2022): Bandung Conference Series Business and Management
Publisher : UNISBA Press

Abstract. This study aims to determine the application of Social Media Promotion and Store Atmosphere, to determine Purchase Decisions on Carita Kopi consumers and how much influence Social Media Promotion and Store Atmosphere have on Purchase Decisions. This research is a type of descriptive and verification research using quantitative research methods. The data collection technique used in this research is by distributing questionnaires. The sampling technique in this study is using a non-probability sampling technique with a purposive sampling approach. The population in this study is someone who has bought products from Carita Kopi and has followed the Carita Kopi Instagram account with a sample of 100 respondents. Analysis of the data used in this study using analysis, t statistical test and F statistical test. The results of this test show that the Social Media Promotion variable partially has a significant effect on Purchase Decisions, the Store Atmosphere partially has a significant effect on Purchase Decisions, and Social Media Promotion and Store Atmosphere simultaneously have a significant effect on Consumer Purchase Decisions from Carita Kopi. (max. 250 words). Abstrak. Penelitian ini bertujuan untuk mengetahui penerapan Promosi Media Sosial dan Store Atmosphere, untuk mengetahui Keputusan Pembelian pada konsumen Carita Kopi serta seberapa besar pengaruh Promosi Media Sosial dan Store Atmosphereterhadap Keputusan Pembelian. Penelitian ini merupakan jenis penelitian deskriptif dan verifikatif dengan menggunakan metode penelitian kuantitatif. Teknik pengumpulan data yang digunakan dalam penelitian ini yaitu dengan menyebar koesioner. Teknik sampling dalam penelitian ini yaitu menggunakan teknik non probability sampling dengan pendekatan purposive sampling. Populasi dalam penelitian ini merupakan seseorang yang pernah membeli produk dari Carita Kopi dan telah mengikuti akun instagram Carita Kopi dengan sampel 100 responden. Analisis data yang di gunakan dalam penelitian ini yaitu menggunakan analisis , uji statistik t dan uji statistik F. Hasil pengujian ini menunjukan bahwa variabel Promosi Media Sosial secara parsial berpengaruh signifikan terhadap Keputusan Pembelian, Store Atmosphere secara parsial berpengaruh signifikan terhadap Keputusan Pembelian, dan Promosi Media Sosial dan Store Atmosphere secara simultan berpengaruh signifikan terhadap Keputusan Pembelian konsumen dari Carita Kopi.

Pengaruh Influencer Marketing, Online Customer Review dan Online Customer Rating Terhadap Minat Beli Konsumen Produk Skincare Merek Somethinc Salsa Agnia; Dede R. Oktini; Rezi Muhamad Taufik Permana
Bandung Conference Series: Business and Management Vol. 3 No. 1 (2023): Bandung Conference Series Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v3i1.7105

Abstract. Shopping online provides many conveniences for consumers and potential customers. The rapid development of online stores results in a wide variety of products being sold online, ranging from electronic devices, food, books and even to beauty products. One of the beauty brands that are sold online is the Something brand, Something is a local brand which is relatively new because it was founded in 2019. Something is a local brand that sells various beauty products ranging from skincare to makeup. This research was conducted with the aim of examining the influence of influencer marketing, online customer reviews and online customer ratings on consumer buying interest in skincare products with the Somethink brand. In this study, the method used by researchers is descriptive verification with the type of research used is quantitative research. The population in this study was 544,300 people, while the number of samples obtained by the researchers was 250 students who live in the city of Bandung. Data collection techniques used by distributing questionnaires to students who live in the city of Bandung. The results showed that it was concluded that the influence of influencer marketing, online reviews and online ratings together on consumer buying interest in skincare products with the Somethink brand was 37%, while the other 63% was explained by other variables not included in this study. Abstrak. Berbelanja secara online banyak memberikan kemudahan bagi para konsumen maupun calon konsumennya. Pesatnya perkembangan toko online menghasilkan berbagai macam produk yang dijual secara online mulai dari alat elektronik, makanan, buku bahkan hingga produk kecantikan. Salah satu brand kecantikan yang dijual secara online adalah brand Somethinc, Somethinc merupakan brandlocal yang terbilang sangat baru karena bediri pada tahun 2019. Somethinc merupakan salahsatu local brand yang menjual berbagai produk kecantikan mulai dari skincare hingga makeup. Penelitian ini dilakukan dengan tujuan untuk menguji pengaruh influencer marketing, online customer review dan online customer rating terhadap minat beli konsumen pada produk skincare merek Somethinc. Dalam penelitian ini, metode yang peneliti gunakan adalah deskriptif verifikatif dengan jenis penelitian yang digunakan adalah penelitian kuantitatif. Populasi dalam peneliyian ini adalah sebanyak 544.300 orang, sedangkan jumlah sampe yang diperoleh peneliti adalah sebesar 250 orang mahasiswa yang berdomisili di Kota Bandung. Teknik pengumpulan data yang digunakan dengan melakukan penyebaran kuesioner kepada mahasiswa yang berdomisili di Kota Bandung. Hasil penelitian menunjukkan bahwa disimpulkan bahwa pengaruh dari influencer marketing, online review dan online rating secara bersama-sama terhadap minat beli konsumen pada produk skincare merek Somethinc adalah sebesar 37%, sedangkan 63% lainnya dijelaskan oleh variabel lain yang tidak diikut sertakan dalam penelitian ini.

Impact Organizational Culture on Organizational Commitment Study of Banking Company in Indonesia Rezi Muhamad Taufik Permana
Jurnal Akuntansi, Manajemen dan Ekonomi Vol 22 No 3 (2020): Juli - September 2020
Publisher : Faculty of Economics and Business, Jenderal Soedirman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32424/1.jame.2020.22.3.3147

Organizational culture is no longer seen as a legacy of the past is seen as a mere, but also must be designed and deployed as a strategic tool to achieve corporate objectives. Culture is also an indicator to see how committed an employee of the company. Using a questionnaire survey, this paper examined effected of corporate culture on organizational commitment. Specifically, this paper examines four dimensions of corporate cultures, the teamwork, communication, rewards and recognition, and training and development of employee commitment to the organization. One hundred and fifty-six respondents from banking companies to be a part of this survey. The research hypothesis was tested using multiple hierarchical regression analysis. The results showed that all dimensions of corporate culture that are selected in this study can use as a determinant/indicator of organizational commitment.

Pengaruh Citra Merek dan Kualitas Produk terhadap Keputusan Pembelian Smartphone Merek Xiaomi di Kota Bandung Putri Febriyanti, Meidiana; Tresnati, Ratih; Muhamad Taufik Permana, Rezi
Bandung Conference Series: Business and Management Vol. 3 No. 2 (2023): Bandung Conference Series Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v3i2.8846

Abstract. Xiaomi is a smartphone that comes from China, which is based in Beijing. Xiaomi must have a good brand image and quality. The brand image of the Xiaomi brand smartphone is considered unfavorable and the product quality is less reliable. Based on this phenomenon, the problems in this study are formulated as follows: (1) What is the brand image of the Xiaomi brand smartphone? (2) What is the quality of Xiaomi brand smartphone products? (3) How is the decision to purchase a Xiaomi brand smartphone? (4) How much influence does brand image have on purchasing decisions for Xiaomi brand smartphones? (5) How much influence does product quality have on purchasing decisions for Xiaomi brand smartphones? (6) How much influence does brand image and product quality have on purchasing decisions for Xiaomi brand smartphones? Researchers used the method of correlational analysis techniques using a quantitative approach. The population selected in this study were consumers who had purchased a Xiaomi brand smartphone at the Xiaomi BEC (Bandung Electronic Center) Bandung official store, totaling 14,400 consumers. With the sampling technique, namely Non Probability Sampling, precisely using Purposive Sampling, the number of research samples was 100 consumers. Data collection techniques used in this study were questionnaires, interviews, observation, and literature study. The results of this study are: There is a positive relationship between brand image and product quality on purchasing decisions of the Xiaomi brand smartphone which is included in the moderate category. Abstrak. Xiaomi merupakan smartphone yang berasal dari negara Tiongkok yang berpusat di Beijing. Xiaomi harus mempunyai cira merek dan kualitas yang baik. Citra merek smartphone merek Xiaomi dianggap kurang baik dan kualitas produk kurang handal. Berdasarkan fenomena tersebut, maka permasalahan dalam penelitian ini dirumuskan sebagai berikut: (1) Bagaimana citra merek smartphone merek Xiaomi? (2) Bagaimana kualitas produk smartphone merek Xiaomi? (3) Bagaimana keputusan pembelian smartphone merek Xiaomi? (4) Seberapa besar pengaruh cira merek terhadap keputusan pembelian smartphone merek Xiaomi? (5) Seberapa besar pengaruh kualitas produk terhadap keputusan pembelian smartphone merek Xiaomi? (6) Seberapa besar pengaruh citra merek dan kualitas produk terhadap keputusan pembelian smartphone merek Xiaomi?. Peneliti menggunakan metode teknik analisis korelasional dengan menggunakan pendekatan kuantitatif. Populasi yang dipilih dalam penelitian ini adalah konsumen yang pernah melakukan pembelian smartphone merek Xiaomi di official store Xiaomi BEC (Bandung Electronic Center) Bandung yang berjumlah 14.400 konsumen. Dengan teknik pengambilan sampel yaitu Non Probability Sampling tepatnya menggunakan Purposive Sampling diperoleh jumlah sampel penelitian sebanyak 100 konsumen. Teknik pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner, wawancara, observasi, dan studi pustaka. Hasil dari penelitian ini adalah: Terdapat hubungan positif antara citra merek dan kualitas produk terhadap keputusan pembelian smartphone merek Xiaomi yang termasuk kategori sedang.

Pengaruh Brand Image terhadap Repurchase Interest yang di Moderasi oleh Consumer Trust Ivanna, Rachel Berry; Mulyaningsih, Hendrati Dwi; Permana, Rezi Muhamad Taufik
Bandung Conference Series: Business and Management Vol. 3 No. 2 (2023): Bandung Conference Series Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v3i2.9094

Abstract. The rapid development of technology and information has made people in Indonesia more open to global knowledge. This affects a person's behavior from regular shopping in person (offline) to shopping online through e-commerce platforms. Sociolla is an e-commerce in Indonesia that offers various types of original beauty products such as makeup, skin care, hair care and beauty tools. To be able to survive in a competitive market requires an effort to create strong consumer trust and a brand image that will be attached continuously so that it can form consumer desires to shop again. This research was conducted with the aim of examining the effect of brand image on repurchase intention moderated by consumer trust. The method used in this study is a survey method with a questionnaire instrument as the data collection technique. The object of this research is students in the city of Bandung who use the Sociolla e-commerce application, totaling 200 people. The sampling technique in this study used purposive sampling. There are two hypotheses in this study. To test the hypothesis, the techniques used are simple regression analysis and MRA (Moderated Regression Analysis). The results of this study indicate that there is a positive and significant influence between brand image and repurchase intention of 44.1% in the Sociolla e-commerce online store application. Furthermore, the existence of consumer trust can strengthen and enhance the relationship between brand image and repurchase intention of 47.5% in the Sociolla e-commerce online store application. Abstrak. Pesatnya perkembangan teknologi dan informasi membuat masyarakat di Indonesia semakin terbuka akan pengetahuan global. Hal tersebut mempengaruhi perilaku seseorang dari biasa belanja secara langsung (offline) menjadi berbelanja secara online melalui platform e-commerce. Sociolla adalah salah satu e-commerce di Indonesia yang menawarkan berbagai jenis produk kecantikan original seperti makeup, perawatan kulit, perawatan rambut, dan alat kecantikan. Untuk dapat bertahan di pasar yang kompetitif memerlukan sebuah upaya untuk menciptakan kepercayaan konsumen yang kuat dan citra merek yang akan melekat secara terus menerus sehingga dapat membentuk keinginan konsumen untuk belanja kembali. Penelitian ini dilakukan dengan tujuan untuk menguji Pengaruh Citra Merek terhadap Minat Beli Ulang yang di Moderasi oleh Kepercayaan Konsumen. Metode yang digunakan pada penelitian ini ialah metode survei dengan instrumen kuesioner sebagai teknik pengumpulan datanya. Objek penelitian ini ialah mahasiswa di kota Bandung pengguna aplikasi e-commerce Sociolla yang berjumlah 200 orang. Teknik sampling dalam penelitian ini menggunakan purposive sampling. Terdapat dua hipotesis yang ada pada penelitian ini. Untuk menguji hipotesis, teknik yang digunakan yaitu analisis regresi sederhana dan MRA (Moderated Regression Analysis). Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh positif dan signifikan antara citra merek terhadap minat beli ulang sebesar 44,1% pada aplikasi online store e-commerce Sociolla. Selanjutnya, dengan adanya kepercayaan konsumen dapat memperkuat dan meningkatkan hubungan antara citra merek terhadap minat beli ulang sebesar 47,5% pada aplikasi online store e-commerce Sociolla.

Pengaruh Social Media Marketing terhadap Keputusan Pembelian yang Dimoderasi Oleh Kualitas Produk Zamani N F, Sri Deva; Mulyaningsih, Hendrati Dwi; Permana, Rezi Muhamad Taufik
Bandung Conference Series: Business and Management Vol. 3 No. 2 (2023): Bandung Conference Series Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v3i2.9418

Abstract. This research focuses on the variables of social media marketing, purchasing decisions, and product quality. The purpose of this study was to determine the relationship between social media marketing and purchasing decisions and the role of product quality as a moderating variable in skincare Somethinc on the TikTok application.The method used in this study is a survey method with a questionnaire instrument as a data collection technique. The object of this research is Somethinc skincare users in the TikTok application who are domiciled in Bandung, totaling 270 people. The sampling technique in this study used purposive sampling. There are two hypotheses in this study. To test the hypothesis, the techniques used are simple regression analysis and MRA (Moderated Regression Analysis). The results of this study indicate that there is a positive and significant influence of social media marketing on consumer purchasing decisions for Somethinc skincare. Furthermore, product quality strengthens the relationship between social media marketing and purchasing decisions for skincare Somethinc on the TikTok application. Abstrak. Penelitian ini berfokus kepada variabel social media marketing, keputusan pembelian, dan kualitas produk. Tujuan dari penelitian ini ialah untuk mengetahui hubungan antara social media marketing dan keputusan pembelian serta peran kualitas produk sebagai variabel moderasi pada konsumen skincare Somethinc di aplikasi TikTok. Metode yang digunakan pada penelitian ini ialah metode survei dengan instrumen kuesioner sebagai teknik pengumpulan datanya. Objek pada penelitian ini ialah pengguna skincare Somethinc di aplikasi TikTok yang berdomisili di Bandung berjumlah 270 orang. Teknik sampling dalam penelitian ini menggunakan purposive sampling. Terdapat dua hipotesis yang ada pada penelitian ini. Untuk menguji hipotesis, teknik yang digunakan yaitu analisis regresi sederhana dan MRA (Moderated Regression Analysis). Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh positif dan signifikan antara social media matketing terhadap keputusan pembelian pada konsumen skincare Somethinc. Selanjutnya, kualitas produk memperkuat hubungan antara social media marketing terhadap keputusan pembelian pada skincare Somethinc di aplikasi TikTok.

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