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Kustiawan, Unggul

Universitas Esa Unggul

Author-ID : 2355094

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Factors Influencing Omni-Channel Experience and Its Impact on Brand Love and Customer Loyalty Audi Putranto Butar Butar; Unggul Kustiawan
Linguistic, English Education and Art (LEEA) Journal Vol 9 No 2 (2026): Linguistic, English Education and Art (LEEA) Journal
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/8v0zhg39

This study focuses on the Omnichannel Strategy, which is necessary to enhance brand love and its impact on customer loyalty in fulfilling consumer satisfaction with the experience of purchasing food at Padang restaurants. The purpose of this study is to determine the influence of channel service configuration, integrated interaction, and customer empowerment on the omni-channel experience; to analyze the effect of the omni-channel experience on brand love; and to analyze the effect of brand love on customer loyalty. This research serves as a development of previous similar studies that have not extensively explained the research object of online market customers who purchase Padang food through online markets in Tangerang. The contribution of this study is expected to provide information at both the theoretical level of marketing management and in practical marketing strategies that have a positive impact on consumers as well as the consumers studied. Data collection in this study was conducted using a survey method, in which questionnaires were distributed online. Respondents were selected using a purposive sampling method targeting Padang restaurant customers who purchased Padang dishes through GoFood in Tangerang. For the analysis, the Variance-Based Structural Equation Modeling (PLS-SEM) method was employed using the SmartPLS application. The results of this study have proven a positive influence between channel service configuration, integrated interaction, and customer empowerment on the omni-channel experience. Furthermore, the omni-channel experience was also found to affect brand love, and ultimately, brand love influences both behavioral loyalty and attitudinal loyalty. Keywords – Attitudinal Loyalty, Behavioral Loyalty, Brand Love, Channel Service Configuration, Customer Empowerment, Integrated Interaction, Omnichannel Experience

Analisa Faktor Internal dan Perencanaan Operasional pada Bisnis Plan Swipewash Marketplace untuk Layanan Laundry Tasya Yultavera; Dimas Negoro; Unggul Kustiawan; Ferryal Abadi
INSOLOGI: Jurnal Sains dan Teknologi Vol. 4 No. 4 (2025): Agustus 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/insologi.v4i4.5862

The e-commerce industry in Indonesia is experiencing rapid growth, supported by a large population, a growing middle class, and increasing internet penetration. In 2023, Indonesia's e-commerce transaction value will reach USD 62 billion, with the number of users projected to reach 99.1 million by 2029. This potential drives new opportunities, including daily necessities such as laundry, bag spa, and shoe spa. In a busy urban society, these services are an important need. Digital platforms can provide solutions with easy access, transparency, and efficiency for consumers. Customers face challenges such as concerns about the safety of goods, difficulty in comparing prices, and limited operational hours. In analyzing internal factors, SwipeWash uses a strategic approach to identify the company's strengths and weaknesses and opportunities to increase competitiveness in the e-commerce laundry service industry. Customer demand analysis is the main focus in understanding the growing market needs. SwipeWash offers services that guarantee the safety of customers' personal belongings, provide ease of price comparison, and ensure comfort with services available 24 hours a day.

Analisa Faktor Internal dan Perencanaan Operasional PT Nuno Care Post Partum Depression Pusat Perawatan Pasca Melahirkan Novika Dwi Anggraini; Dimas Angga Negoro; Unggul Kustiawan; Mohamad Reza Hilmy
INSOLOGI: Jurnal Sains dan Teknologi Vol. 4 No. 5 (2025): Oktober 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/insologi.v4i5.5865

This study aims to identify and analyze internal factors that influence operational planning at PT Nuno Care, a postpartum care center with a focus on handling postpartum depression, understand the role of human resources, facilities, management processes, and technological capabilities in improving the effectiveness and efficiency of operational services. To develop strategic recommendations for PT Nuno Care management to improve service quality, operational effectiveness, and business sustainability of the postpartum care center. Using a qualitative descriptive approach, data were collected through literature studies, interviews with staff and management, and direct observation in the center's operations. The results of the analysis revealed that human resource factors, facility availability, management processes, and technological capabilities are crucial aspects that influence the effectiveness of operational planning. This study provides strategic recommendations for improving service quality and operational efficiency that can support the success of PT Nuno Care in providing optimal postpartum care. Nuno Birth makes services easier by creating an application that is integrated with payment systems, registration, communities and patient history checking.

Peran Brand Experience terhadap Behavioral Loyalty pada Pengguna Smartphone di Indonesia Sandi Setiawan; Unggul Kustiawan
INSOLOGI: Jurnal Sains dan Teknologi Vol. 4 No. 5 (2025): Oktober 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/insologi.v4i5.6451

This research investigates the importance of Brand Experience in fostering Behavioral Loyalty among smartphone users in Tangerang Regency, with Brand Love, Brand Trust, and Brand Satisfaction with the mediating roles of Brand Love, Brand Trust, and Brand Satisfaction. A quantitative approach was employed using the Covariance-Based Structural Equation Model (CB-SEM). Data were collected through an online questionnaire distributed via Google Form to members of Generation Z and Millennials residing in Tangerang Regency, who have a stable income and have independently purchased smartphones. A total of 212 valid responses were obtained. Data analysis was conducted using SmartPLS 4.0 software. The results indicate that Brand Experience has a positive influence on Brand Love, Brand Trust, and Brand Satisfaction. Furthermore, these three mediating variables also significantly affect Behavioral Loyalty. The findings highlight the importance of managing consistent and satisfying brand experiences to foster emotional attachment, trust, and customer satisfaction. These elements are crucial in building long-term behavioral loyalty toward smartphone brands. Practically, companies are encouraged to enhance emotional engagement, build customer trust, and ensure satisfaction to maintain a loyal consumer base in the highly competitive smartphone market.

Operational Planning of 'Remedies' Postpartum Care Center: Ensuring of Service Providing to Consumers Yudha Hartlanda Martianto; Rhian Indradewa; Unggul Kustiawan; Rian Adi Pamungkas
Journal of Management Economic and Financial Vol. 3 No. 3 (2025): Special Issue
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jmef.v3i3.80

Remedies Postpartum Care Center aims to provide holistic healthcare services for postpartum mothers, especially during the critical period of 0-14 days after delivery. During this period, mothers usually experience various physical, mental, and emotional challenges that require special attention. Remedies offers comprehensive services, including psychological consultation, nutritional care, lactation support, and recovery facilities with modern technology. With a structured operational planning strategy, Remedies strives to be a high-quality postpartum healthcare provider and provide a memorable experience for consumers when receiving services at Remedies. To ensure the effectiveness of care, the operational planning implemented includes human resource management, facility optimization, and the use of digital-based technology to improve service quality. In terms of marketing, Remedies utilizes digital strategies to raise public awareness of the importance of postpartum care, while expanding the reach of services to more mothers who need intensive support. Research on the effectiveness of postpartum care shows that holistic services such as those offered by Remedies can significantly improve the physical and mental recovery of mothers. With a data-driven approach and digital marketing strategy, Remedies plans to increase market share and become a leader in the industry. Thus, mature operational planning will contribute to creating more optimal and sustainable health services for postpartum mothers.

Implementation of Technology-Enabled Field Service Management (FSM) for Enhancing Operational Effectiveness A Case Study of PT Biner Sinergi Optima Lambok Parulian; Rhian Indradewa; Unggul Kustiawan; Ketut Sunaryanto
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 2 (2026): Mei-Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i2.9981

The rapid advancement of digital transformation has driven organizations across various industries to integrate information and communication technologies into their operational processes to enhance efficiency, productivity, service quality, and organizational competitiveness. Within the security services industry, challenges related to human resource management, field supervision, operational monitoring, and compliance with customer service standards remain significant issues that require innovative and technology-driven solutions. This study aims to analyze the implementation of the Smart Field Service Management (Smart-FSM) model as a digital-based operational framework for security service management at PT Biner Sinergi Optima. This research employs a qualitative descriptive approach using documentation study methods, with data derived from the company’s operational planning documents and digital transformation initiatives. The Smart-FSM model integrates several advanced technologies, including cloud computing, the Internet of Things (IoT), Artificial Intelligence (AI), Machine Learning (ML), and drone-based patrol systems, to support real-time monitoring, data-driven decision-making, and operational optimization. The findings indicate that the implementation of Smart-FSM contributes significantly to improving supervisory effectiveness, accelerating response and decision-making processes, increasing transparency in service delivery, and strengthening compliance with operational standards. Furthermore, the system supports the achievement of a minimum Service Level Agreement (SLA) target of 90%, while simultaneously reducing operational inefficiencies and associated costs. The integration of these digital technologies also provides a sustainable competitive advantage through enhanced service quality, operational reliability, and customer satisfaction. Therefore, Smart-FSM can be considered a relevant and innovative operational model to support the digital transformation agenda of the security services industry in Indonesia and improve organizational performance in an increasingly technology-oriented business environment.

Pengaruh Nilai yang Dirasakan, Kepercayaan Merek, Rekomendasi dari Mulut ke Mulut, dan Kepuasan Pelanggan terhadap Niat Membeli Kembali Rayyan Satriawan; Unggul Kustiawan
J-CEKI : Jurnal Cendekia Ilmiah Vol. 5 No. 2: Februari 2026
Publisher : CV. ULIL ALBAB CORP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/jceki.v5i2.12270

Penelitian ini bertujuan untuk mengetahui faktor-faktor yang memengaruhi repurchase intention pada pengguna sepatu running merek Nike di Jakarta. Fokus utama penelitian ini adalah pada perceived value, brand trust, word of mouth, dan customer satisfaction. Keempat variabel tersebut diyakini saling berhubungan dan memiliki peran penting dalam mendorong keputusan pembelian ulang. Perceived value dan brand trust diasumsikan dapat meningkatkan customer satisfaction dan menghasilkan word of mouth yang positif. Customer satisfaction kemudian berperan penting dalam memperkuat niat konsumen untuk membeli kembali produk Nike. Selain itu, perceived value dan brand trust juga dianggap memiliki pengaruh langsung terhadap repurchase intention. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Structural Equation Modeling (SEM) melalui aplikasi SmartPLS 4. Data dikumpulkan pada tahun 2025 melalui Google Form dengan jumlah responden sebanyak 125 orang. Hasil penelitian menunjukkan bahwa semua hubungan antar variabel signifikan. Temuan ini memberikan implikasi strategis bagi pihak Nike untuk meningkatkan nilai produk, membangun kepercayaan, dan menciptakan kepuasan pelanggan guna mendorong niat beli ulang.

DEVELOPING A HUMAN CAPITAL MODEL FOR DIGITAL TRANSFORMATION IN THE SMART-FSM-BASED SECURITY OUTSOURCING INDUSTRY Yakub Gunawan; Rhian Indradewa; Unggul Kustiawan; Ketut Sunaryanto
CENDEKIA: Jurnal Ilmu Pengetahuan Vol. 6 No. 4 (2026)
Publisher : Pusat Pengembangan Pendidikan dan Penelitian Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51878/cendekia.v6i4.14433

Digital transformation has significantly reshaped the security outsourcing industry, requiring organizations to develop human resources capable of operating within technology-driven environments supported by Smart Field Service Management (Smart-FSM). Despite substantial investments in digital technologies, many organizations continue to face challenges in developing a workforce that possesses both security-related competencies and digital capabilities necessary to support operational effectiveness and service quality. This study aims to develop a Human Capital model to support digital transformation in the Smart-FSM-based security outsourcing industry. The study adopts a qualitative approach using a conceptual research method based on literature analysis and the synthesis of theories related to Human Capital, Digital Transformation, Talent Management, and Knowledge Management. The research process involved identifying digital competency requirements, examining relevant Human Capital dimensions, and developing an integrated conceptual model aligned with Smart-FSM implementation. The findings resulted in the development of a Human Capital model consisting of seven key dimensions: Digital Workforce Planning, Digital Recruitment and Selection, Learning and Development, Performance Management, Talent Management, Knowledge Management, and Employee Retention. The proposed model contributes to the development of a digitally adaptive security workforce, enhances service quality, strengthens customer satisfaction, and supports long-term business sustainability. Therefore, the model may serve as a strategic reference for security outsourcing companies seeking to implement sustainable digital transformation initiatives. ABSTRAK Transformasi digital telah secara signifikan membentuk kembali industri outsourcing keamanan, yang mengharuskan organisasi untuk mengembangkan sumber daya manusia yang mampu beroperasi dalam lingkungan berbasis teknologi yang didukung oleh Smart Field Service Management (Smart-FSM). Terlepas dari investasi besar dalam teknologi digital, banyak organisasi terus menghadapi tantangan dalam mengembangkan tenaga kerja yang memiliki kompetensi terkait keamanan dan kemampuan digital yang diperlukan untuk mendukung efektivitas operasional dan kualitas layanan. Studi ini bertujuan untuk mengembangkan model Modal Manusia untuk mendukung transformasi digital dalam industri outsourcing keamanan berbasis Smart-FSM. Studi ini mengadopsi pendekatan kualitatif menggunakan metode penelitian konseptual berdasarkan analisis literatur dan sintesis teori yang berkaitan dengan Modal Manusia, Transformasi Digital, Manajemen Bakat, dan Manajemen Pengetahuan. Proses penelitian melibatkan identifikasi persyaratan kompetensi digital, pemeriksaan dimensi Modal Manusia yang relevan, dan pengembangan model konseptual terintegrasi yang selaras dengan implementasi Smart-FSM. Temuan menghasilkan pengembangan model Modal Manusia yang terdiri dari tujuh dimensi utama: Perencanaan Tenaga Kerja Digital, Rekrutmen dan Seleksi Digital, Pembelajaran dan Pengembangan, Manajemen Kinerja, Manajemen Bakat, Manajemen Pengetahuan, dan Retensi Karyawan. Model yang diusulkan berkontribusi pada pengembangan tenaga kerja keamanan yang adaptif secara digital, meningkatkan kualitas layanan, memperkuat kepuasan pelanggan, dan mendukung keberlanjutan bisnis jangka panjang. Oleh karena itu, model ini dapat berfungsi sebagai referensi strategis bagi perusahaan outsourcing keamanan yang berupaya menerapkan inisiatif transformasi digital yang berkelanjutan.

Risk Management Plan of "Remedies" Postpartum Care Center: Framework for Mitigating Challenges and Enhancing Quality Irhamdani Irhamdani; Rhian Indradewa; Unggul Kustiawan; Rian Adi Pamungkas
Jurnal Pendidikan Indonesia Vol. 6 No. 3 (2025): Jurnal Pendidikan Indonesia (Japendi)
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i3.7477

Risk management is a critical component of business operations, particularly in the healthcare sector, such as in postpartum care centers. This study aims to design a comprehensive risk management plan for Remedies, a postpartum care center in Indonesia, based on the ISO 31000:2018 standard. The proposed framework encompasses the identification, analysis, evaluation, and treatment of both internal and external risks that could impact service quality, reputation, and financial stability. Short-term, medium-term, and long-term objectives are formulated to ensure alignment with the company’s vision of becoming an innovative and inspirational care center. The methodology employed involves risk analysis based on probability and impact, as well as the implementation of mitigation strategies tailored to Remedies' operational context. The findings reveal that the primary risks faced include clinical, reputational, compliance, operational, and financial risks. Risk treatment strategies focus on enhancing service quality, staff training, revenue diversification, and the adoption of innovative technologies. Additionally, communication and consultation with stakeholders are identified as crucial factors in ensuring the effectiveness of risk management. This study provides practical contributions by offering a risk management framework that can be adapted by other healthcare centers. The recommendations emphasize the importance of regular monitoring, continuous evaluation, and adequate budget allocation for risk management implementation. By adopting these measures, Remedies can mitigate operational challenges, improve service quality, and achieve long-term financial stability.

"Remedies" Postpartum Care Center: Human Capital Strategy Planning Rival Perdana; Rhian Indradewa; Unggul Kustiawan; Rian Adi Pamungkas
Jurnal Pendidikan Indonesia Vol. 6 No. 3 (2025): Jurnal Pendidikan Indonesia (Japendi)
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i3.7482

Human capital planning is a crucial aspect of the healthcare service industry, particularly in the postpartum care sector, which requires a workforce with high medical, psychological, and social competencies. Qualified healthcare professionals play a vital role in ensuring maternal recovery after childbirth, preventing health complications, and supporting the success of exclusive breastfeeding and infant well-being. However, challenges in human resources management in this sector remain significant, including high turnover rates among medical personnel, heavy workloads, and limited competency-based training systems. To address these challenges, a strategic and adaptive human capital planning approach is necessary to ensure a high-quality and sustainable workforce. This business plan aims to analyze the human capital planning strategy implemented by Remedies, a postpartum healthcare center, using the McKinsey 7S Model. This approach is used to evaluate the alignment of human resources strategies with the organization’s business objectives, which influence the effectiveness of workforce management. Remedies applies a short-term, medium-term, and long-term human capital strategy, focusing on enhancing medical staff competencies, strengthening organizational culture, and adopting digital technology in HR systems. In the short-term strategy, Remedies emphasizes competency-based recruitment and fundamental training for new healthcare staff. The medium-term strategy focuses on workforce skill development, professional certification, and reinforcing an empathy- and innovation-based organizational culture. Meanwhile, the long-term strategy involves the implementation of a knowledge management system, human resources digitalization, and leadership programs to prepare the future workforce. This business plan provides valuable contributions to healthcare service providers, academics, and policymakers in understanding effective human capital planning strategies to improve postpartum healthcare services. The recommendations include strengthening competency-based recruitment policies, developing incentive and employee welfare systems, and optimizing digital technology in human resources management. By implementing these strategies, healthcare organizations are expected to enhance competitiveness, reduce turnover rates, and ensure high-quality services for mothers and infants after childbirth.

Co-Authors Abadi, Ferryal Abdul Haeba Ramli Aditya Pratama Agustin Vilianni Amatullah, Nida Ana Ana Anandaputri, Elisabet Andre Andre, Andre Andri Kurniawan Anggiat Huminsa FST Anggraheni, Eva Shera Anisah Saniyyah Aprilia, Sekar Apul Tumanggor Arianti, Yuanita Arief Budiman Arietra, Intan Pertiwi Noor Arif Darmawan, Nugroho Artana Diva Syabilla Athira Shafa Berliana Audi Putranto Butar Butar Avilla, Bobby Sulthan Bagus Caesar Sukmayuda Cahyanti, Ichtiar Melia Cornellius, Josephin damanik, rani Dewi Anggraeni Dhafi Iskandar, Muhammad Dian Anggraini Puspitasari Diana Fajarwati Difka Sabila Rasyad Dimas Angga Negoro Dimas Angga Negoro Dimas Negoro Dodi Atmaja Dwi Handoko Edi Hamdi Edi Hamdi Edi Hamdi Edi Hamdi Endang Ruswanti Ery Gunawan Fachmi Firzandi Prima Fachmi Firzandi Prima Fachmi Tamzil Fariz, Nur Feliks Setia Wau Fersi Tase Fetiana Pristianti Fitrianto, Hendry Gilang Pratama Hafidz Gunawan, Wawan Iwan Hannak, Nasriyatul Harahap, Sri Bintang Pamungkas Hariani Widyastuti Heru Hariyanto Hesti Wulandari Hilmy, Muhammad Reza Holby Boy Martua Manurung Ika Baskara Ilham Baihaqi Baharsyah Imelda Citra Anggraini Indah Erlinda Ade Kisworo Indra Gunawan Indradewa, Rian Indriyani Kristin Irhamdani Irhamdani Isniati Dwijayanti Joni Hartono Josephin Cornellius Juni, Anasthasia Ketut Sunaryanto Ketut Sunaryanto Kristianes Kristianes Kurniawan, Rulli Kusnadi, Deky Laksmi Pandansari Lambok Parulian Lubis, Rima Octaviani M. Dhafi Iskandar M. Mukhsin Marselinus Marselinus Martianto, Yudha Hartlanda Masagus Safei Mastupah, Mastupah Meilisa Alvita Meilisa Alvita Mohamad Reza Hilmy Muhamad Nurrohman Muhammad Dhafi Iskandar Muhammad Naufal Khossy Muhammad Rizky Muhmin, Andi Hidayat Muniroh, Muniroh Nanda Satria Nasriyatul Hannak Negoro, Dimas Negoro, Dimas Angga Nelci Selan Nisa, Puspita Chairun Nofierni, Nofierni Novie Nurliadi Pratiwi Novika Dwi Anggraini Nur Qinthara Jatnika, Ridhwan Nurul Hakiki Paksi, Yanuar Buana Pasha Pingkaniswari Poedji Hartaty Silalahi Pulung Adi Nugroho Puspita Chairun Nisa2 Rahmawati, Wulan Ramadhan, Muhamad Nur Rahmat Rani V. Damanik Rayyan Satriawan Regina Deka Sofia Rehabeam Rehabeam Restu Aprilianto Rhian Indradewa Rhian Indradewa Rhian Indradewa Rhian Indradewa Rian Adi Pamungkas Ridwan, Saepul Rina Anindita Riska Amelya Rival Perdana Rojuaniah Rojuaniah Safari, Jen Jen Mohammda Salsabila, Aulia Sandi Setiawan Sani Sansodik Saptiangga Sartono Satriawan, Rayyan Septiani, Jelita Septiyaningsih Septiyaningsih Setiyati, Ritta Sinaga, Hans Salomo Tiberias Sitinjak, Brando Sofyan, Joel Faruk Sudiyono Sudiyono Suhendro Suhendro Sukmo Hadi Nugroho Syina, Ibnu Tantri Yanuar Rahmat Syah Tantri Yanuar Syah Tasya Yultavera Tri Handoko Trisulo Muljopamudji Utami, E. W. Puput Wahyu Vilianni, Agustin Wesly Panjaitan Wulan Rahmawati Yakub Gunawan Yenny Rany Yudha Hartlanda Martianto

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