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Pemulihan Layanan Melalui Customer Affection Pada Kepuasan Penanganan Keluhan Mitra Pengemudi Online Isti Riana Dewi; Ni Wayan Fitriana Ayu Lestari; Dewi Anggun Puspitarini
JURNAL MANEKSI Vol 10, No 1 (2021): Juni 2021
Publisher : Politeknik Negeri Ambon

Complaints from online driver-partners against online transportation companies tend to occur frequently about the services provided. Online transportation companies are required to reduce service failures that occur. The complaints from the driver-partners themselves are seen to have fluctuated. However, the complaints that occur do not prevent new enthusiasts from joining as partners. The purpose of this study was to determine the effect of service recovery on complaint handling satisfaction and customer affection as a mediator. The unit of analysis is Grab driver who visited the Banyumas service office during the past year. The number of respondents in this research is 204, the questionnaire as an instrument, and the analysis technique uses Structural Equation Modeling. The results found that there is a positive effect of distributive justice, procedural justice, and interactional justice on the satisfaction of online driver-partners. Then, distributive justice, procedural justice, and interactional justice have a positive effect on online driver-partner satisfaction mediated by customer affection.

Determinasi Nilai Perusahan pada Sektor Manufaktur di Bursa Efek Indonesia Isti Riana Dewi; Dewi Anggun Puspitarini; Ingrid Panjaitan
Esensi: Jurnal Bisnis dan Manajemen Vol 11, No 1 (2021)
Publisher : Faculty of Economic and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/ess.v11i1.19329

The condition of the decline in Indonesia's economic growth is different from the condition of the manufacturing industry that is getting better. the manufacturing industry has increased by 4.01% since 2016, supported by increased investment in certain industrial groups. This study aims to see the factors that affect the value of manufacturing companies in Indonesia. Retrieval by purposive sampling of 20 companies, using multiple linear regression analysis. There is a positive influence between institutional ownership, debt policy, and profitability on firm value, but not with dividend and interest rate policies. Investors need to pay attention to institutional ownership that indicates that the company is well managed. Besides, debt and profitability policies also need to be considered because for companies that are in debt, the prospects for expanding the company tend to be high, as well as if they have high profits.Cara Mengutip:Dewi, I. R., & Puspitarini, D. A. (2021). Determinasi Nilai Perusahaan Pada Sektor Manufaktur di Bursa Efek Indonesia. Esensi: Jurnal Bisnis dan Manajemen, 11(1), xx-xx. https://doi.org/10.15408/ess.v11i1.19329.

The Influence of Service Quality and Store Atmosphere on Customer Satisfaction at Vocational High School Business Center in Cirebon Sitta Nurhajijah; Isti Riana Dewi; Rohadatul Aisy
Manajemen Bisnis Vol. 12 No. 01 (2022): April
Publisher : Universitas muhammadiyah malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/mb.v12i01.15481

The purpose of this research was to find out the influence between service quality and the atmosphere of the store on customer satisfaction at the Business Center at a vocational high school in Lemahabang Cirebon. Research methods used are validity test, reliability test, and multiple Linear Regression. The analysis tool used is the SPSS tool. The results of this study explain the influence between service quality of the store and the atmosphere of the store on customer satisfaction. This indicates that there needs to be an improvement of services such as honest words and friendly behavior to improve the quality of store service and modify the temperature and layout of goods to be more varied to entice customers to feel happy and make more visits to support the success of the business. Keywords: service quality, store atmosphere, customer satisfaction

PENGELOLAAN KEADILAN DISTRIBUTIF TERHADAP CUSTOMER AFFECTION MITRA GRAB KARESIDENAN BANYUMAS Isti Riana Dewi
Jurnal EBI Vol 2, No 1 (2020): Jurnal Ekonomi Bisnis dan Industri
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Catur Insan Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52061/ebi.v2i1.13

Perusahaan transpostasi online cenderung mengalami banyak keluhan atas pelayanan yang diberikan. Salah satunya adalah Grab. Perusahaan Grab didorong untuk selalu menyediakan pelayanan yang baik sehingga mampu tercapai rasa memiliki oleh mitra terhadap perusahaan. Rasa memiliki atau disebut dengan customer affection yang erat akan berdampak bagi produktivitas perusahaan. Keluhan yang terjadi merupakan bentuk dari service failure. Service failure dapat diminimalisir dengan tindakan service recovey yang baik seperti keadilan distributif. Jika dilihat dari data komplain mitra Grab yang didapatkan dengan wawancara petugas Grab wilayah Karesidenan Banyumas cenderung mengalami fluktuatif setiap bulannya. Namun dengan banyaknya mitra yang melakukan komplain, peminat baru tetap meningkat. Tujuan ditulisnya artikel ini untuk mengetahui pengaruh keadilan distributif terhadap customer affection. Penelitian ini mengambil 204 responden mitra Grab. Instrumen yang digunakan responden berupa kuesioner. Metode penelitian yang digunakan adalah SEM (Structural Equation Modelling) dengan alat analisis AMOS. Hasil menunjukan bahwa keadilan distributif berpengaruh positif terhadap customer affection mitra Grab. Kata Kunci: keadilan distributif, customer affection

PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS DENGAN MEDIASI KEPUASAN PELANGGAN PADA TOKO PRIMA FRESHMART CIREBON Isti Riana Dewi; Rut Jeges Michel; Dewi Anggun Puspitarini
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 11 No. 1 (2022): Juni 2022
Publisher : Politeknik Negeri Ambon

Persaingan dalam bisnis ritel saat ini membuat perusahaan menawarkan keunggulan produknya masing-masing. Konsumen semakin selektif dalam memilih suatu barang yang dibutuhkan. Oleh karena itu perusahaan ritel harus dapat memenuhi kebutuhan konsumen dengan strategi yang tepat agar mampu bersaing secara kompetitif. Perusahaan ritel dikatakan berhasil menjalankan fungsinya apabila mampu menjual produknya lalu memperoleh profit semaksimal mungkin. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk terhadap kepuasan pelanggan dan loyalitas pelanggan, serta pengaruh kualitas produk terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan pengunjung Prima Freshmart Cirebon. Teknik pengambilan sampel menggunakan Accidental Sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan menggunakan Partial Least Square (PLS) sebagai alat analisis data. Hasilnya adalah kualitas produk berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan; kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan; serta kepuasan pelanggan memediasi kualitas produk terhadap loyalitas pelanggan.

Pemulihan Layanan Melalui Customer Affection Pada Kepuasan Penanganan Keluhan Mitra Pengemudi Online Isti Riana Dewi; Ni Wayan Fitriana Ayu Lestari; Dewi Anggun Puspitarini
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 10 No. 1 (2021): Juni 2021
Publisher : Politeknik Negeri Ambon

Complaints from online driver-partners against online transportation companies tend to occur frequently about the services provided. Online transportation companies are required to reduce service failures that occur. The complaints from the driver-partners themselves are seen to have fluctuated. However, the complaints that occur do not prevent new enthusiasts from joining as partners. The purpose of this study was to determine the effect of service recovery on complaint handling satisfaction and customer affection as a mediator. The unit of analysis is Grab driver who visited the Banyumas service office during the past year. The number of respondents in this research is 204, the questionnaire as an instrument, and the analysis technique uses Structural Equation Modeling. The results found that there is a positive effect of distributive justice, procedural justice, and interactional justice on the satisfaction of online driver-partners. Then, distributive justice, procedural justice, and interactional justice have a positive effect on online driver-partner satisfaction mediated by customer affection.

Sosialisasi Penerapan SAK EMKM pada Kelompok UMKM di Kecamatan Patikraja Kabupaten Banyumas Aan Kanivia; Isti Riana Dewi; Sitta Nur Hajijah; Julian Saputri Purnamasari; Halim Setiawan
BERNAS: Jurnal Pengabdian Kepada Masyarakat Vol. 4 No. 3 (2023)
Publisher : Universitas Majalengka

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31949/jb.v4i3.5284

Perguruan Tinggi mengemban tugas Tridharma salah satunya dengan pengabdian kepada masyarakat. Kegiatan ini difokuskan pada sosialisasi yang berhubungan dengan akuntansi keuangan pada UMKM yang dikenal sebagai SAK EMKM. Penyusunan laporan keuangan berdasarkan SAK EMKM bertujuan untuk membantu serta mempermudah perancangan sistem akuntansi sederhana kepada pemilik usaha dalam membuat laporan keuangan. Adapun sasaran kegiatan ini yakni pemilik UMKM di Kecamatan Patikraja Banyumas. Metode yang digunakan pada kegiatan ini adalah ceramah dan simulasi untuk penerapan SAK EMKM. Hasil kegiatan penerapan SAK EMKM di Kecamatan Patikraja Kabupaten Banyumas ini, pelaku UMKM semakin memahami pentingnya laporan keuangan yang sesuai SAK EMKM dan akan menerapkannya dikemudian hari untuk menjalankan bisnis UMKM yang sudah berjalan hingga saat ini

Customer Relationship Marketing Sebagai Mediasi Penetapan Harga, Kemasan Unik dan Desain Tata Letak Terhadap Minat Berkunjung Ulang Konsumen MIXUE Indonesia Isti Riana Dewi; Amroni Amroni; Dewi Laily Purnamasari; Siska Viora; Fifi Julianti
JMB : Jurnal Manajemen dan Bisnis Vol 12, No 2 (2023): JMB : Jurnal Manajemen dan Bisnis
Publisher : Universitas Muhammadiyah Tangerang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31000/jmb.v12i2.8287

The development of the food and beverage business in Indonesia has improved after the Covid-19 pandemic. The development of the food and beverage business can be seen from the market expansion carried out through the number of outlets. Mixue is a newcomer that has successfully competed in controlling the market through the spread of its outlets. Several strategies are designed to dominate the market such as pricing, unique packaging and layout design. The rapid development raises several problems that occur. However, this problem did not affect Mixue's sales, which were increasingly crowded. This study aims to determine the effect of price, unique packaging, and layout design on the intention to revisit at Mixue Indonesia outlets. As well as the role of customer relationship marketing as a mediation between price, unique packaging, and layout design on the interest to revisit Mixue Indonesia outlets. The research sample is Mixue Indonesia customers. This research method uses the Partial Least Square (PLS) tool. The findings from this study are that price, unique packaging, and layout design influence the intention to revisit at Mixue Indonesia outlets. As well as customer relationship marketing as mediation between price, and unique packaging to interest in revisiting at Mixue Indonesia outlets is supported however, layout design is not supported.

Sosialisasi Penerapan SAK EMKM pada Kelompok UMKM di Kecamatan Patikraja Kabupaten Banyumas Aan Kanivia; Isti Riana Dewi; Sitta Nur Hajijah; Julian Saputri Purnamasari; Halim Setiawan
BERNAS: Jurnal Pengabdian Kepada Masyarakat Vol. 4 No. 3 (2023)
Publisher : Universitas Majalengka

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31949/jb.v4i3.5284

Perguruan Tinggi mengemban tugas Tridharma salah satunya dengan pengabdian kepada masyarakat. Kegiatan ini difokuskan pada sosialisasi yang berhubungan dengan akuntansi keuangan pada UMKM yang dikenal sebagai SAK EMKM. Penyusunan laporan keuangan berdasarkan SAK EMKM bertujuan untuk membantu serta mempermudah perancangan sistem akuntansi sederhana kepada pemilik usaha dalam membuat laporan keuangan. Adapun sasaran kegiatan ini yakni pemilik UMKM di Kecamatan Patikraja Banyumas. Metode yang digunakan pada kegiatan ini adalah ceramah dan simulasi untuk penerapan SAK EMKM. Hasil kegiatan penerapan SAK EMKM di Kecamatan Patikraja Kabupaten Banyumas ini, pelaku UMKM semakin memahami pentingnya laporan keuangan yang sesuai SAK EMKM dan akan menerapkannya dikemudian hari untuk menjalankan bisnis UMKM yang sudah berjalan hingga saat ini

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