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All Journal ESENSI: JURNAL BISNIS DAN MANAJEMEN Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Jurnal Ekonomi Bisnis Dan Industri (EBI)
Dewi Anggun Puspitarini
Universitas Catur Insan Cendekia
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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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

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (488.898 KB) | DOI: 10.31959/jm.v10i1.642

Abstract

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

Abstract

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.
PENGARUH KEPERCAYAAN TERHADAP KEPUTUSAN TRANSAKASI MENGGUNAKAN E-COMMERCE DENGAN NIAT TRANSAKSI SEBAGAI VARIABEL MEDIASI Dewi Anggun Puspitarini
Jurnal EBI Vol 2, No 2 (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.v2i2.20

Abstract

Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi keputusan transaksi   melalui e-commerce. Data penelitian ini diperoleh dari hasil pengumpulan kuesioner sebanyak 100 responden yang merupakan konsumen yang pernah melakukan transaksi melalui situs e-commerce. Pengujian hipotesis dalam penelitian ini menggunakan model pengukuran (Outer Model) dan model struktural (Inner Model) dengan aplikasi Partial Least Square (PLS). Program PLS yang digunakan adalah SmartPLS versi 3.02.8. Hasil dari penelitian ini menunjukkan bahwa Kepercayaan bepengaruh positif terhadap niat transaksi dan niat transaksi berpengaruh terhadap keputusan transaksi melalui e-commerce. Niat transaksi terbukti menjadi variabel mediasi yang memediasi kepercayaan terhadap keputusan transaksi. Kata kunci: kepercayaan, niat membeli, transakasi  e-commerce
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

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (417.879 KB) | DOI: 10.31959/jm.v11i1.1080

Abstract

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

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (488.898 KB) | DOI: 10.31959/jm.v10i1.642

Abstract

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.
Co-Authors Isti Riana Dewi Ni Wayan Fitriana Ayu Lestari Panjaitan, Ingrid Rut Jeges Michel