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Abdul Haeba Ramli
Fakultas Ekonomi Dan Bisnis, Universitas Esa Unggul, Jakarta
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Analysis of Factors Affecting Customer Satisfaction and Customer Loyalty in the Shopee Marketplace Ringo, Rejhi Yunus Siringo; Septyanto, Dihin; Ramli, Abdul Haeba
Majalah Ilmiah Bijak Vol 20, No 2: September 2023
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/bijak.v20i2.3427

Abstract

This study aims to find out what factors influence customer satisfaction and loyalty in the Shopee marketplace. The variables used in this study are price, product quality, information quality, privacy issues, perceived security, product variety, delivery, customer satisfaction and customer loyalty. The population in this study are marketplace users who have used and shopped at the Shopee marketplace with a sample size of 180 respondents. The data collection technique used a questionnaire, and the data analysis technique used was the SmartPLS 4.0 analysis tool. Based on the research results, of the 15 hypotheses there are 9 hypotheses that are accepted, namely information quality, perceived security, privacy issues, delivery and product variety have a positive effect on customer satisfaction and loyalty. Perceived security, information quality, privacy issues, and product delivery have a positive effect on customer loyalty through customer satisfaction. The contribution to this research resulted in a model for measuring the effectiveness of the Shopee marketplace system that companies can use to develop in the future so as to increase user satisfaction at Shopee.
Perceived Value, E-Trust, E-Satisfaction, and E-Loyalty on Online Trip Clients in Jakarta Kalim, Muchamad Nur; Prasetyo, Wisnu Budi; Ramli, Abdul Haeba; Mariam, Siti
Majalah Ilmiah Bijak Vol. 21 No. 1: Maret 2024
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/bijak.v21i1.3673

Abstract

In the realm of internet technology that has occurred in Indonesia, it has had an impact on the trip business sector, since the presence of online trip agents, the market potential for the trip business has increased. This investigation points out to explore how Perceived Value and E-Trust influence E-Loyalty by using the E-Satisfaction variable as an intercede variable. This investigation was conducted on 110 respondents who had used online trip in Jakarta. Data analysis in this investigation used SEM-PLS. The conclusion of this investigation shows that Perceived Value has a positive effect on E-Satisfaction, E-Trust has a positive effect on E-Satisfaction, E-Satisfaction has a positive effect on E-Loyalty, Perceived Value has a positive effect on E -Loyalty, while E-Trust has a negative effect on E-Loyalty, E-Trust has a negative effect on E-Loyalty through E-Satisfaction and Perceived Value has a negative effect on E-Loyalty through E-Satisfaction. Suggestions in this investigation are to add investigation variables and use different investigation methods. The managerial implication obtained is that online trip agent companies must pay attention to the perceived value and e-trust of clients towards the corporation in order to create e-Satisfaction for clients. When e-Satisfaction is achieved, the corporation must maintain it to achieve e-loyalty.
Pendampingan Peningkatan Kapasitas Usaha Kerajinan Kue Tradisional di Kelurahan Lembo Megawaty, Megawaty; Hendriadi, Hendriadi; Toaha, Muhammad; Al Kausar, Al Kausar; Ramli, Abdul Haeba; Mariam, Siti
Jurnal Komunitas : Jurnal Pengabdian kepada Masyarakat Vol. 6 No. 2: Januari 2024
Publisher : Institut Ilmu Sosial dan Manajemen Stiami

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/jks.v6i2.3791

Abstract

UKM usaha kerajinan kue tradisonal adalah salah satu jenis kue kering yang diproduksi masyarakat di Kelurahan Lembo Kota Makassar yang mempunyai bahan baku tepung beras lokal dari Kabupaten Sidrap yang mempunyai ciri khas pada kelembutan dan bau daun pandan sehingga menjadi aroma pada kue tersebut. Pembuatan kue tradisional ini telah memafaatkan teknologi sederhana dengan pendidikan tenaga kerja tidak terlalu memerlukan yang strata satu dan cukup mempunyai keterampilan dan ketekenunan serta disiplin kerja yang tinggi. Pada Tahun 1989, usaha kerajinan kue kering tradisonal ini mulai dikenal dan permintaan pasar makin betambah, sehingga perlu adanya pendampingan khususnya kualitas dan kuantitas produksi untuk mengantisipasi persaingan baik dari dalam negeri maupun jenis kue dari negara tetangga seperti kue coklat kering Malaysia dan Singapura. Kendala yang dihadapi mitra adalah aspek pemasaran dan modal usaha terbatas sehingga kapasitas produksi juga terbatas. Dengan adanya fenomena ini bila tidak dilakukan antisipasi, maka mitra program (UKM kerajinan kue tradisonal)   lambat laun akan tergusur produk kue lain sebagai pendatang baru memasuki pasar domestic, olehnya itu tim pelaksana program IbM akan melakuan pendampingan dan pembinaan usaha melalui pendekatan : (i) participatory rapid appraisal method, yaitu dalam mengidentifikasi masalah yang perioritas dan mencari solusinya, maka perlu diikutsertakan mitra, (ii) enterpreneurship capacity building method, yaitu membangun kemampuan tatakelola usaha untuk melakukan suatu perubahan yang berorientasi pada kewirausahaan melalui pendidikan dan pelatihan serta pendampingan dan,   (iii) teknology transfer method, yaitu membantu mitra untuk menerapkan teknologi tepat guna yang mudah dioperasionalkan dan dapat dijangkau biaya produksi.  
E-Service Quality, E-Wallet Dan Kepercayaan Terhadap Minat Beli Pada Pengguna Pembayaran Non Tunai Aplikasi Shopee Steven, Jacob; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 11 No. 2 (2023): JIMKES Edisi Agustus 2023
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v11i2.1997

Abstract

This research is a quantitative study with a causal relationship to determine the immediate effect of e-serservice quality, e-wall, trust in buying interest and knowing the indirect influence, e-s service quality, e-wall, trust in non-Shopee app cash payment interest. Data collection was conducted by the method of collecting information through a survey with a questionnaire. The population in this study were someone who had used Shopee, regularly using Shopee, domiciled in Jakarta, a minimum of 17 years old. The sampling method used is non-possibility sampling using purposed sampling technique. Based on the results of the study, 4 hypotheses can be accepted, namely e-sservice quality affects trust, e-wall quality effects of purchasing interest and e-wallt have effect interest in buying and 1 hypothesis cannot be accepted by interest in purchasing interests, Contributions from this study e-servis quality and e-walling interest in purchasing interest. Keywords: E-Service Quality, E-Wallet, Trust, Buying Interest
Pengaruh Budaya Organisasi Terhadap Kinerja Karyawan Melalui Keterikatan Karyawan Febriani, Fika Aurelia; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 11 No. 2 (2023): JIMKES Edisi Agustus 2023
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v11i2.1999

Abstract

Employees are the organization's most important asset and play a strategic role in the organization as constituents and managers of its activities to achieve company goals. Employee performance is the result of work performed by an individual in carrying out a given task. With high employee performance it is hoped that organizational goals can be achieved. Many factors such as motivation are important and work environment that can affect employee performance. The purpose of this study is to prove that there is a relationship between all variables in non-academic staff at a university located in West Jakarta. This study uses a structural equation model (SEM) involving 120 respondents who are non-academic staff employees at the University located in West Jakarta. Analysis of data processing in this study used Partial Least Square-Structural Equation Modeling (PLS-SEM) with SmartPLS 3.0. Some of the findings in this study are that Organizational Culture affects Employee Engagement. Meanwhile, employee engagement cannot improve employee performance. Furthermore, organizational culture has a positive influence on employee performance. Conversely, employee engagement cannot mediate organizational culture and employee performance. Keywords : Organizational Culture, Employee Engagement, Employee Performance.
E-Service Quality, E-Trust dan E-Customer Satisfaction Pada E-Customer Loyalty dari Penggunaan E-Wallet OVO Dewi, Ni Putu Karunia; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 11 No. 2 (2023): JIMKES Edisi Agustus 2023
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v11i2.2000

Abstract

This research is a quantitative study with a causal relationship to determine the direct effect of e-service quality, e-trust on e-customer satisfaction, the direct effect of e-service quality, e-trust, e-customer satisfaction on e-customer loyalty and the indirect effect between e-service quality and e-trust on e-customer loyalty through e-customer satisfaction on users of the OVO e-wallet application. The benefits of this research are carried out to increase our understanding, provide information and knowledge needed to solve problems and make decisions. Data collection was carried out through a survey with a questionnaire in the form of a google form. The population in this study are those who have used the OVO e-wallet, regularly make payment transactions using OVO in the last 1 month, live in Jakarta, Bogor, Depok, Tangerang and Bekasi (Jabodetabek) and are at least 17 years old. The questionnaire collected 150 respondents using the formula (Hair et al., 2019). The sampling method used is non-probability sampling with purpose sampling technique, to test validity and reliability using SmartPLS software. Based on the results of the study, of the 7 accepted hypotheses, namely e-service quality has no positive effect on e-customer satisfaction, e-trust has an effect on e-customer satisfaction, e-service quality and e-trust have no effect on e-customer loyalty, e-customer satisfaction has no positive effect on e-customer loyalty. Keywords: E-Service Quality, E-Trust, E-Customer Satisfaction, E-Customer Loyalty
Transformational Leadership, Knowledge Sharing Dan Organizational Commitment Terhadap Job Satisfaction Sylvyani, Novi Rohma; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 11 No. 2 (2023): JIMKES Edisi Agustus 2023
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v11i2.2001

Abstract

The purpose of this study is to analyze knowledge sharing, employee organizational commitment will have a significant impact on employee job satisfaction, this is done to encourage business growth. This study used a structural equation model (SEM) involving 110 respondents, but the data that met the criteria in the study were 122 respondents who worked in Micro, Small and Medium Enterprises (MSMEs) in Indonesia. Analysis of data processing in this study used the Partial Least Square-Structural Equation Modeling (PLS-SEM) system using SmartPLS and assisted with SPSS software. Some of the findings in this study are that Transformational Leadership has a significant positive effect on Knowledge Sharing. Meanwhile, Transformational Leadership has a positive effect on Organizational Commitment. Then Knowledge Sharing has a positive effect on Job Satisfaction. Furthermore, Organizational Commitment has a positive effect on Job Satisfaction. Then Transformational Leadership has a positive effect on Job Satisfaction. Meanwhile, Transformational Leadership has a positive effect on Job Satisfaction which is mediated through Knowledge Sharing. Furthermore, Transformational Leadership has a positive effect on Job Satisfaction which is mediated through Organizational Commitment. Keywords: Transformational Leadership, Knowledge Sharing, Organizational Commitment, and Job Satisfaction
Employee Training. Employee Empowerment, Internal Communication, Employee Motivation And Service Quality At Bank X Rahmawati, Annisa; Witjaksono, Beny; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 12 No. 5 (2024): JIMKES Edisi September 2024
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v12i5.2124

Abstract

The importance of providing service value to customers is recognized as a crucial strategy for achieving success in today's fierce competition. Perceived service value is an important factor in service marketing strategy and a key element in customer decision making. This study aims to examine the effect of training and employee empowerment on perceived service quality and the mediating role of employee motivation and internal communication on the relationship between employee empowerment and service quality. This research is quantitative with purposive sampling technique, using questionnaires distributed to 125 employee respondents in the JABODETABEK banking industry. Data analysis was conducted using the Structural Equation Modeling (SEM) method with a sample of bank employees in the service sector such as Teller and Customer Service who have worked for at least one year. The results showed that 10 hypotheses were accepted, and the employee training variable had the greatest direct effect on employee empowerment. Then employee empowerment has the greatest indirect effect on employee training and perceived service quality. This study contributes to banks to achieve more optimal service performance and build closer relationships with customers which in turn will add value to bank performance and suggests future researchers to expand the scope of the study by involving several banks or other financial institutions to increase the generalizability of the findings.   Keywords: Employee Training. Employee Empowerment, Internal Communication, Employee Motivation, Perceived Service Quality
The Influence of Hospitality Marketing Performance On The Lack of Visitors In The Hospitality Business Miaty, Indah Juneta; Muslim, Muslim; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 12 No. 4 (2024): JIMKES Edisi Juli 2024
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v12i4.2171

Abstract

Hotels are an important part of tourism and a place for anyone to rest. The aim of this research was to determine the influence of facilities, brand image, product quality, promotions and service quality on customer satisfaction and customer loyalty. This type of research is quantitative with a purposive sampling technique distributed through questionnaires to 145 employee respondents to visitors to 4 Star Hotels who live in Tangerang and Bogor. Primary data analysis was carried out using the Structural Equation Modeling (SEM) method. The results of this research show that the 6 (six) proposed hypotheses are accepted, and the promotion variable has the greatest direct influence on customer satisfaction. Based on these findings, it can be seen that the role of facilities, brand image, product quality, promotion and service quality influence customer satisfaction and the level of satisfaction influences customer loyalty in 4 star hotels. Mediationally, it can be seen that the results show negative results for the service quality and service quality variables. product quality on customer loyalty through hotel customer satisfaction.   Keywords: image facilities, product and service quality, promotion, customer satisfaction, customer loyalty
E-Trust, Perceived Ease Of Use, E-Satisfaction And E-Loyalty For Users Of The Tiktok Shop Application Rahmawati, Amanda; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 12 No. 1 (2024): JIMKES Edisi Januari 2024
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v12i1.2209

Abstract

Determinant of Online Shop Customers Loyalty ______279 Submitted: NOVEMBER 2023 Accepted: JANUARI 2024 This study aims to prove that the relationship between the influence of E-Trust, Perceived Ease Of Use and E-Satisfaction on E-Loyalty is shown to consumers in Tiktok Shop e-commerce. The variables used in this study are E-Trust, Perceived Ease Of Use, E-Satisfaction, and E-Loyalty. The sample selection criteria for this study are Tiktok Shop customers who make purchases through the Tiktok Shop marketplace, use Tiktok Shop regularly for the last 6 months, live in Jakarta, Bogor, Depok, Tangerang, and Bekasi (JABODETABEK) and are 17 years and over. This study uses data analysis techniques, namely Structural Equation Modeling (SEM), with SmartPLS software. Based on the research results, of the 5 hypotheses, 4 hypotheses are accepted, namely E-Trust has a positive effect on E-Satisfaction, Perceived ease of use has a positive effect on E-Satisfaction, E-Satisfaction has a positive effect on E-Loyalty, and Perceived Ease Of Use has a positive effect on E-Loyalty. The contribution of this research is to understand the factors that influence E-satisfaction in the context of Tiktok Shop which can help marketplace companies to create more effective marketing strategies in increasing user satisfaction in the Tiktok Shop application.. Keywords: e-trust, perceived ease of use, e-satisfaction, e-loyalty.
Co-Authors Abadi, Ferryal Abellia Septri Anggraeni Adelia, Marsach Aderisma Nafisa Salma Aditya Halim Perdana Kusuma Putra Putra Adrifa, Zacky Putra Ahmad Hidayat Sutawijaya Ahmad Hidayat Sutawijaya Al Kausar, Al Kausar Alfiana Citra Maharani Almaitsya Gianis Anak Agung Ketut Diatmika Andi Hafidah Andriyanti Asianto Annisa Rahmawati Arbol, Dolfina Martila Ardhana, Nugroho Aji Arfian Oktaviandi Rizky Arifah, Muhammad Syahroni Aristawidya, Annisa Nur Ariztian, Rian Aulia Sari Pratiwi Awibowo, Yogo Ayu Larasati Beny Witjaksono Budiman Imran Cherie Anne S. Banca Dahliana, Nur Apriani de Araujo, Lizio Marcel Deny Rumaidlany Dewi, Ni Putu Karunia Dhinda Siti Mustikasari Dihin Septyanto Dohan Faqih Ibrahim Edi Hamdi eki, eki Erny Amriani Asmin Esther Trivena Maniagasi Fachridian, Agung Fahrosa, Salsa Meisita Febriani, Fika Aurelia Fika Aryani Gecolea, Zianneil T. Gecolea, Zianneil T. Gecolea Gunawan, Tipanirah Hendriadi, Hendriadi Hermaya, Anissa Indriani, Sintiati Joni Hartono Kalim, Muchamad Nur Kanaya, Aida Suni Kastyaningrum, Tiara Putri Kurniawati, Erna Kurunul Fatiani Kusnadi Lia Amalia Lucky Samuel Maratis, Jerry Marisa Zahra Megawaty Meidiyanty, Elvira Mesina, James Ronald O. Miaty, Indah Juneta Muhammad Asrar Ameido Muhmin, Andi Hidayat Muslim Muslim Netty Situmorang Novianti, Intan Erlita Nurcahyani, Widy Panji Kresna, Egi Prasetyo, Wishnu Budi Prasetyo, Wisnu Budi Prastiyo Diatmono Pratama, Mario Putra Pratama, Rekha Agustiyanto Purnomo, Suseno Hadi Rahayu, Astrid Rahmadhini Dwi Hadiyanti Rahmawati, Amanda Reza, Heru Kreshna Rezki Nurdiansyah Ridswan, Muhammad Rinaldi, Guntur Ringo, Rejhi Yunus Siringo Riza Olivia Harahap Rizka Diah Agustia Rizki Yudhistira Rizky, Amelia Rojuaniah Rojuaniah Roza Aulia Abidin Safuan Safuan Samudro Seto Samuel, Lucky Saputra, Radiansyah Harry Sari, Pascalia Indah Permata Satria, Fajar Siti Mariam SITI MARIAM Siti Mariam Siti Mariam Siti Mariam Siti Mariam Siti Mariam Siti Rafika Arman Sofia Apriliani Penu Sukalumba Steven, Jacob Supiati Supiati Surya Hardi Lukita Suseno Hadi Purnomo Sutawidjaya, Ahmad Hidayat Sutawijaya, Ahmad Hidayat Sutriani Sutriani Syafta Sulistyo Puteri Syahroni Syahroni Sylvia, Sylvia Sylvyani, Novi Rohma Tablante, Dennish Tablante, Dennish H. Takrim, Muhammad Thamanda, Dhea Rusli Toaha, Muhammad Trianingrum, Cendy Fauziah U.K. Purbasari Unggul Kustiawan Vabilla, Tanti Vina Sandriana Ulfa Wahyudi, Ickhsanto Wahyudi, Triyono Arief Wicaksana, Harits Hijrah Yudistria, Yuyus