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All Journal Publisia: Jurnal Ilmu Administrasi Publik JPBM (Jurnal Pendidikan Bisnis dan Manajemen) STRATEGIC Journal of Business Management Education (JBME)
Lisnawati Lisnawati
Universitas Pendidikan Indonesia
Economics, Econometrics & Finance Education Public Health Social Sciences

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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS (Survei pada Nasabah Asuransi Jiwa Prudentual NASABAH Cabang Kota Bandung) Paribhasagita,, Tanjungsewu; Lisnawati, Lisnawati
Journal of Business Management Education (JBME) Vol 1, No 1 (2016)
Publisher : Business Education Program of Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (694.832 KB) | DOI: 10.17509/jbme.v1i1.2277

Abstract

Eksistensi industri asuransi ditandai dengan tingkat loyalitas pelanggan, khususnya industriasuransi di Kota Bandung. Prudential Life Assurance merupakan salah satu perusahaanasuransi yang memiliki berbagai tawaran produk asuransi. Salah satu produk yang palingdiminati yaitu produk asuransi jiwa. Untuk dapat bertahan di tengah persaingan, perusahaandituntut untuk menciptakan strategi yang dapat memperkuat loyalitas nasabah karena produkyang memiliki loyalitas nasabah yang baik adalah produk yang mampu bersaing untuk merebutdan menguasai pasar. Salah satu strategi yang dapat dilakukan adalah dengan customerreltionship management. Penelitian ini bertujuan untuk (1) mengetahui gambaran tingkatpelaksanaan customer relationship management pada produk asuransi jiwa Prudential cabangKota Bandung, (2) mengetahui gambaran tingkat loyalitas nasabah produk asuransi jiwaPrudential cabang Kota Bandung, (3) mengetahui temuan mengenai seberapa besar pengaruhtingkat pelaksanaan customer relationship management terhadap loyalitas nasabah padaproduk asuransi jiwa cabang Kota Bandung. Objek/unit analisis dalam penelitian ini adalahnasabah asuransi jiwa Prudential cabang Kota Bandung. Variabel bebas (X) dalam penelitianini adalah customer relationship management dan variabel terikat (Y) pada penelitian iniadalah loyalitas nasabah. Jenis penelitian yang digunakan adalah deskriptif, verifikatif, danmetode yang digunakan adalah explanatory survey dengan teknik simple random sampling,dengan jumlah sampel sebanyak 100 nasabah. Teknik analisa data yang digunakan adalahanalisis regresi linear sederhana dengan alat bantu software komputer SPSS 21.0. Hasil yangdiperoleh dalam penelitian menyatakan bahwa kinerja customer relationship managementberpengaruh terhadap loyalitas nasabah asuransi jiwa Prudential cabang Kota Bandung sebesar71,0%. Dari penelitian terhadap pengujian hipotesis dapat diketahui bahwa kinerja custoerrelationship management memiliki pengaruh yang positif terhadap loyalitas nasabah, yaitu 1)relationship development, 2) quality services, 3) interaction management, dan 4) behaviouralof the employee, Pengaruh kedua variabel ini memiliki pengaruh yang signifikan baik secarasimultan maupun secara parsial. Penulis merekomendasikan agar perusahaan lebih efektif lagidalam mempertahankan dan menjalankan strategi customer relationship managment sebagaisalah satu strategi untuk meningkatkan loyalitas nasabah asuransi jiwa Prudential.
Website Quality and Risk Perception as The Influence of Purchase Intention in E-Commerce Website in Indonesia Lisnawati, S.Pd., MM, Lisnawati; Hurriyati, Ratih; Al Qorni, Alfi W
Strategic : Jurnal Pendidikan Manajemen Bisnis Vol 19, No 2 (2019): Strategic
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/strategic.v19i2.25815

Abstract

This study aims to determine the effect of website quality and perceived risk on purchase intention on e-commerce websites.The object of research being the dependent variable is purchase intention and website quality and perceived risk as independent variables. The population in this study is e-commerce Website Visitors in Indonesia. Sampling in this study uses a simple random sampling method (random sampling) using purposive sampling techniques to 198 e-commerce website visitors. The instrument test was conducted with a validity test and a reliability test and the analysis technique used was a structural equation model (SEM). The findings in this study are Website quality has a positive and significant effect on purchase intention, whereas perceived risk has a negative effect on e-commerce website visitors in Indonesia.
Virtual Brand Community in creating the Electronic Word of Mouth Lisnawati, Lisnawati; Hurriyati, Ratih; Maulidyna, Risna
Strategic : Jurnal Pendidikan Manajemen Bisnis Vol 20, No 1 (2020): Strategic
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/strategic.v20i1.27083

Abstract

The purpose of this research is to find the influence of virtual brand communities on electronic word of mouth on members of the Fortuner (ID42NER) car user community. A total of 95 respondents were using probability sampling. A questionnaire was used as a research instrument to collect data from respondents. The analysis technique used is verification technique using path. The research showed that the virtual brand community has an influence on electronic word of mouth.
A Literature Review, Omnichannel Service Quality: Definitions, Perspective and Dimension Lisnawati, Lisnawati; Hurriyati, Ratih; Disman, Disman; Gaffar, Vanessa
Journal of Business Management Education (JBME) Vol 6, No 2 (2021)
Publisher : Business Education Program of Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/jbme.v6i2.39602

Abstract

Service Quality in Omnichannel holds a different perspective from conventional service quality, two aspects online and offline become a special consideration in measuring the performance of omnichannel service quality. This study aims to determine the dimensions of omnichannel service quality in various academic literatures that have been published previously. To do so, a systematic review of the service quality omnichannel literature is conducted. Following previously established inclusion and exclusion criteria for selection a total of 17 journal articles publish in the period 1995 to 2021 are analysed. Nine definitions of service quality omnichannel are found in the literature, and a unified definition of the construct is advanced. The dimensions of service quality omnichannel are analysed, and the main differences of the construct with other concepts are also clarified.
Analisis faktor pembangunan desa dalam pengembangan desa mandiri berkelanjutan pada Desa Bunghu Aceh Besar Lisnawati, Lisnawati; Lestari, Soraya
Publisia: Jurnal Ilmu Administrasi Publik Vol 4, No 2 (2019): Oktober
Publisher : Universitas Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/pjiap.v4i2.3390

Abstract

The independence of the village becomes a benchmark in economic development. An independent village is a village that can produce products and works originating from the village's natural and human resources. But this is certainly not easy. There are still many villages in Aceh that have not been able to manage natural resources because of limited human resources. As the village of Bunghu, the people in the rural areas are still unable to make maximum use of resources. Thus, it is necessary to innovate and collaborate on the processing of natural resources. Therefore village officials are expected to be able to manage village funds by the Law. The purpose of this study is to analyze the factors of sustainable independent village development and development in the village of Bunghu. This research was conducted with an explanatory descriptive method by looking at planning, implementation, and accountability as a general factor of sustainable village development. Research data collection was carried out using interviews and questionnaires. The output in this study is to help plan the implementation of work programs (strengthening human resources), the use of technology in improving the quality of performance (digitalization), and economic improvement with the establishment of the Village SMEs. So that this research was carried out with the achievement level of a prototype demonstration of the village government system in the rural environment by looking at the application or application of village laws in planning, implementation and accountability procedures.DOI:  https://doi.org/10.26905/pjiap.v4i2.3390
Kajian Empirik Strategic Alliance, Islamic Ethical Behavior dan Kepercayaan dalam Perspektif Nasabah (Survei Pada Nasabah Bank Syariah Indonesia) Widjajanta, Bambang -; Lisnawati, lisnawati; Tanuatmodjo, Heraeni
Journal of Business Management Education (JBME) Vol 6, No 2 (2021)
Publisher : Business Education Program of Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/jbme.v6i2.40152

Abstract

Tujuan penelitian ini adalah untuk mengetahui gambaran strategic alliance, Islamic ethical behaviordan kepercayaan nasabah. Desain penelitian ini adalah cross sectional. Penelitian ini menggunakan pendekatan deskriptif dengan metode explanatory survei unit analisis sebanyak 150 responden. Pengumpulan data dengan menggunakan kuesioner. Teknik analisis yang digunakan adalah teknik deskriptif dengan menggunakan distribusi frekuensi. Berdasarkan hasil penelitian menggunakan analisis deskriptif, didapatkan hasil bahwa strategic alliance berada pada kategori tinggi dengan skor 85,5%, dimensi Islamic ethical behavior berada dalam kategori tinggi dengan skor 85,7%, dan kepercayaan nasabah berada dalam kategori tinggi dengan skor 86%. Penelitian ini dilakukan pada industri perbankan dengan objek penelitiannya yaituBank Syariah Indonesia.
Social Media Customer Expectations: Brand Engagement in Maintaining Customer Loyalty L.A. Wibowo; Lisnawati Lisnawati; R. Adzimaturrahmah
JPBM (Jurnal Pendidikan Bisnis dan Manajemen) VOL 5, NO.3, NOVEMBER 2019
Publisher : JPBM (Jurnal Pendidikan Bisnis dan Manajemen)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (676.604 KB) | DOI: 10.17977/um003v5i32019p137

Abstract

This study aimed to find out the description of the level of brand engagement and customer loyalty on Twitter social media users in Indonesia. The research design of this study was a crosssectional method. This study used a descriptive approach and explanatory survey method. A total of 106 respondents were selected by simple random sampling. A questionnaire was used as a research instrument to collect data from respondents. The analysis technique was a descriptive technique by using frequency distribution. The result showed that brand engagement is in good enough categories, while customer loyalty is in good enough category. The differences in this study located on object research, time research, measuring instruments, literature used, the theory used and the results of the study.  
Social Media Customer Expectations: Brand Engagement in Maintaining Customer Loyalty L. A. Wibowo; Lisnawati Lisnawati; R Adzimaturrahmah
JPBM (Jurnal Pendidikan Bisnis dan Manajemen) VOL 6, NO.2, SEPTEMBER 2020
Publisher : Universitas Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17977/um003v6i22020p087

Abstract

This study aimed to find out the description of the level of brand engagement and customer loyalty on Twitter social media users in Indonesia. The research design of this study was a cross-sectional method. This study used a descriptive approach and explanatory survey method. A total of 106 respondents were selected by simple random sampling. A questionnaire was used as a research instrument to collect data from respondents. The analysis technique was a descriptive technique by using frequency distribution. Furthermore, the data were calculated using path analysis to gain understanding the relationship between variables. The result of this study showed that brand engagement is in good enough categories, while customer loyalty is in good enough category. The differences in this study located on object research, time research, measuring instruments, literature used, the theory used and the results of the study. Keywords: brand engagement, customer loyalty, social media 
Kinerja Islamic Branding Dan Gaya Hidup Islami Pengaruhnya Terhadap Keputusan Menjadi Nasabah Bank Syariah vina listiani fitri; bambang widjajanta; lisnawati .
Strategic : Jurnal Pendidikan Manajemen Bisnis Vol 22, No 1 (2022): Strategic
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/strategic.v22i1.43749

Abstract

Tujuan – Tujuan penelitian ini mengetahui gambaran kinerja islamic branding dan gaya hidup islam pada keputusan menjadi nasabah pada nasabah Bank Muamalat di Indonesia.Desain/metodologi/pendekatan - Jenis penelitian yang digunakan adalah deskriptif verifikatif. Metode yang digunakan pourposive sampling dengan ukuran sampel sebanyak 100 responden. Teknik analisis yang digunakan adalah analisis Regresi Linier Berganda dengan menggunakan program IBM SPSS Statistics 22.Temuan - Hasil temuan penelitian ini menunjukkan bahwa gambaran kinerja branding Islam berada pada kategori baik, gaya hidup Islam berada pada kategori baik dan keputusan pembelian berada pada kategori baik.Orisinalitas/nilai - Perbedaan dalam penelitian ini terletak pada objek penelitian, waktu penelitian, alat ukur, literatur yang digunakan, teori yang digunakan dan hasil penelitian.
Pengaruh Customer Relationship Management dan Omnichannel Service Quality terhadap Customer Engagement Hifzhil Rahman; Ratih Hurriyati; Lisnawati Lisnawati
Strategic : Jurnal Pendidikan Manajemen Bisnis Vol 22, No 2 (2022): Strategic
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/strategic.v22i2.41687

Abstract

Industri fashion masih terus mengalami perkembangan sehingga menghasilkan trend mode dan gaya serta menjadi sebuah peluang dalam berbisnis. Dengan peluang ini, banyak munculnya perusahaan yang berfokus di industri fashion.  Perusahaan harus terus melakukan pelayanan kepada pelanggannya lebih baik daripada pesaing-pesaingnya, dan memperkuat hubungan dengan pelanggannya agar pelanggan tidak berlari ke perusahaan lain dan tercapainya kesuksesan customer engagement. Penelitian ini bertujuan untuk mengetahui Pengaruh Customer Relationship Management dan Omnichannel Service Quality terhadap Customer Engagement. Jenis penelitian yang digunakan adalah deskriptif verifikatif yaitu dengan penggambaran dan pemaparan variabel-variabel yang diteliti dan kemudian ditarik kesimpulan. Variabel terikat dalam penelitian ini adalah customer engagement (Y), customer relationship management (X1) dan omnichannel service quality (X2) sebagai variabel bebas. Populasi dalam penelitian ini adalah pengunjung website Cottonink. Pengambilan sampel dalam penelitian ini menggunakan metode purposive sampling (pengambilan sampel dengan menentukan kriteria-kriteria tertentu) dengan menggunakan teknik non-probability sampling terhadap 200 pengunjung website. Teknik analisis yang digunakan adalah analisis Structural Equation Modeling (SEM) dengan alat bantu program IBM SPSS AMOS versi 26.0 for Windows. Hasil temuan penelitian ini menunjukan bahwa gambaran customer relationship management dan omnichannel service quality terhadap customer engagement berada pada kategori baik. Customer relationship management dan omnichannel service quality memiliki pengaruh yang positif dan signifikan terhadap customer engagement.
Co-Authors Adzimaturrahmah, Rozana Ahim Surachim Al Qorni, Alfi W Asunka, Gallant Asunka, Gallant Bambang Widjajanta Bambang Widjajanta, Bambang Disman, Disman Eded Tarmedi, Eded Heraeni Tanuatmodjo Hidayaturrakhma, Dhia Annisa Hifzhil Rahman Hilmi, Rafiqi Zul L. A. Wibowo L.A. Wibowo Leni Deniarni, Leni Lestari, Soraya Lili Adi Wibowo Masharyono Masharyono Maulidyna, Risna Muhammad, R. Nur Pipin Firdaus R Adzimaturrahmah R. Adzimaturrahmah Ramadhan, Didit Ratih Hurriyati S Sulastri Tanjungsewu Paribhasagita,, Tanjungsewu Tasya Kamila Wasita Vanessa Gaffar vina listiani fitri Wahyuddin, Nisaa Nursyabanniyah Widjajanta, Bambang -