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All Journal Jurnal Manajemen Pelayanan Publik Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Journal of Enterprise and Development (JED) Jurnal E-Bis: Ekonomi Bisnis Jurnal Ekonomi Wiga : Jurnal Penelitian Ilmu Ekonomi IJFBP International Journal of Family Business Practices Journal of Research and Development on Public Policy Journal of Applied Management and Business Administration Sanskara Manajemen dan Bisnis Riwayat: Educational Journal of History and Humanities TGO Journal of Community Development
Tuti Asmala
Sekolah Tinggi Ilmu Administrasi Bandung
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences Transportation

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Pengaruh kualitas layanan dan store atmosphere terhadap customer loyalty Takwim, R. Iim; Asmala, Tuti; Johan, Ahmad
Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Vol. 4 No. 12 (2022): Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Publisher : Departement Of Accounting, Indonesian Cooperative Institute, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (455.35 KB) | DOI: 10.32670/fairvalue.v4i12.2093

Abstract

This study aims to determine consumer responses regarding the effect of service quality and store atmosphere on consumer loyalty at the Surjoy coffee shop in Bandung. The population in this study were true coffee consumers in the city of Bandung as many as 101 people, where the sample in this study was also the population. Data were obtained through interviews, observations, literature studies, and distributing questionnaires. Multiple linear analysis. The method used is descriptive verification with a quantitative approach. The results in this study indicate that there is an influence between store atmosphere and service quality on consumer loyalty. This result is supported by Dahmiri's research (2020) that there is a significant effect of these two variables on consumer loyalty. This study emphasizes that these two variables must be managed properly by the organization, especially when competition is increasing.
The role of website quality, perceived value, and consumer satisfaction on repurchase intentions of Indonesian railway tickets Febrianti, Resti; Asmala, Tuti; Johan, Ahmad
Journal of Enterprise and Development (JED) Vol. 5 No. 1 (2023): Journal of Enterprise and Development (JED)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v5i1.6869

Abstract

Purpose — This study aims to determine the role of website quality, perceived value, and consumer satisfaction on the repurchase intention of Indonesian railway tickets.Method — This research employs a quantitative methodology to investigate the causal links between variables. This study's sample consisted of 100 consumers of Indonesian railway tickets in Bandung who were randomly selected through the distribution of questionnaires and subsequently analyzed using regression analysis with the assistance of the Smart PLS software.Result — This study's findings reveal that three criteria, namely website quality, perceived value, and customer satisfaction, substantially impact the repurchase intentions of Indonesian rail ticket purchasers.Contribution — This study has implications for businesses, which should present information through their websites and provide excellent customer service to boost perceived value. In addition, the interactions carried out in the provision of services must address all client concerns so that consumers are pleased with the services rendered.
The Effect of Company Reputation and Customer Experience on Customer Loyal Behavior Citylink Indonesia Kurhayadi, *Kurhayadi; Rosadi, Barkah; Yusuf, Muhammad; Saepudin, Aep; Asmala, Tuti
Riwayat: Educational Journal of History and Humanities Vol 5, No 2 (2022): Agustus 2022, History, Learning Strategy, Economic History and Social Knowledge
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jr.v5i2.28848

Abstract

The goal of this study is to see how the VIP customer research object at Citylink Indonesia Airlines affects customer loyalty. So according research on the impact of customer experience on regular customers, patrons who receive a positive are more likely to return for another purchase, more likely to recommend the business to friends, and less inclined to shift to competitors. According to the findings of this study, customer experience management factors play an important role in business competitiveness. Emotional experiences, according to the literature, play an important role in customer loyalty to a company's brand. This finding is in accordance with the study's findings that airline image and service quality have a significant influence on customer behavioral intentions. Because a brand's experience includes a consumer's subjective experience and behavior, customer experience is related to customer loyalty. The airline's image, trust, and additional services all contribute to the overall expertise. Customers whohave a happy impression and thus be willing to repurchase the service.
Pengaruh Motivasi dan Kompensasi Terhadap Kinerja Karyawan di Konversi Arnia Collection Kabupaten Tasikmalaya Sarah, Siti; Asmala, Tuti
Sanskara Manajemen Dan Bisnis Vol. 4 No. 01 (2025): Sanskara Manajemen dan Bisnis (SMB)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/smb.v4i01.594

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kompensasi dan motivasi terhadap kinerja karyawan di Konveksi Arnia Collection. Permasalahan yang mendasari adalah keterlambatan penyelesaian target produksi serta rendahnya kepuasan karyawan. Metode yang digunakan adalah pendekatan kuantitatif dengan teknik survei pada 34 responden. Analisis data dilakukan menggunakan regresi linier berganda dengan bantuan SPSS versi 25. Hasil menunjukkan bahwa kompensasi berpengaruh signifikan secara parsial terhadap kinerja karyawan, sedangkan motivasi tidak. Namun secara simultan, kedua variabel berpengaruh signifikan terhadap kinerja.
The Mediating Role of Public Service Managerial Capability and Adaptive Service Innovation in the Relationship between Citizen Orientation and Public Entrepreneurship toward Public Service Performance: Evidence from Creative Public Service Organizations in West Java, Indonesia Asmala, Tuti; Kartawan, Kartawan; Sutisna, Deden; Pratminingsih, Sri Astuti
Jurnal Manajemen Pelayanan Publik Vol 10, No 1 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i1.68087

Abstract

This study examined how citizen orientation and public entrepreneurship affect public service performance through public service managerial capability and adaptive service innovation. Guided by the Resource-Based View, Dynamic Capabilities Theory, and Public Value Theory, it argued that citizen-centric and entrepreneurial orientations improved service outcomes when converted into managerial and innovative capacities. Using a quantitative explanatory design, data were collected from 334 managers and administrators in creative and cultural public service organizations across 27 cities and regencies in West Java, Indonesia. These included government cultural centers, vocational training institutions, creative economy agencies, and public-private partnerships. Structural Equation Modeling (SEM) with AMOS 24 tested the hypothesized relationships. The findings indicated that citizen orientation and public entrepreneurship significantly strengthen managerial capability and adaptive service innovation, which subsequently improve service performance. Both mediators exhibit significant partial and sequential mediation effects, confirming their joint role as dynamic mechanisms linking strategy to performance. The study expanded understanding of how creative public organizations can translate strategic orientations into improved service delivery and provides insights for policymakers and administrators to develop managerial capability and foster innovation in public service systems.
Co-Authors Aep Saepudin Aep Saepudin Agustina, Iin ANI SURTIANI Atep - Suhendar Barkah Rosadi Deden Sutisna Dini Septiani Febrianti, Resti Ilham Setiawan Ramdani Johan, Ahmad Kartawan, Kartawan Kurhayadi Kurhayadi Kurhayadi, *Kurhayadi Kurniawati Kurniawati Miswan Muhammad Yusuf Muhammad Yusuf Pratminingsih, Sri Astuti Prihadi, M Dana R. Iim Takwim Rosadi, Barkah Siti Sarah, Siti Suganda, Uce Karna