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All Journal Jurnal Manajemen dan Agribisnis Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Journal of Consumer Science SULTANIST: Jurnal Manajemen dan Keuangan Maker: Jurnal Manajemen Business Review and Case Studies International Research Journal of Business Studies Indonesian Journal of Accounting, Risk, and Governance
Anggraini, Raden Isma
School Of Business, IPB University, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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HOUSEHOLD CUSTOMER SEGMENTATION BASED ON SATISFACTION USING THE CHAID METHOD Fithriyyah Shalihati; Raden Isma Anggraini; Suhendi; Muchamad Bachtiar
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 6 No. 3 (2020): IJBE, Vol. 6 No. 3, September 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.6.3.249

Abstract

In a nutshell, BUMD (Regional Government-Owned Enterprise) has two main roles, namely economic and social functions. The social function aims to meet the needs of all stakeholders, including the customer. Customer satisfaction is very important to implement this function, and one of the critical aspects is the service provided. In 2018, one of the BUMDs, namely PDAM faced a decreasing performance rating from 4.38 to 4.18 due to the decline in operational service. Therefore, it is very important to determine the customer satisfaction level. The objective of this research is to analyse the satisfaction level for products and services provided by PDAM in Bogor based on customer segmentation. It employs a descriptive analysis approach and the Chi-square Automatic Interaction Detector (CHAID) method. It selects 713 respondents from 148,755 household customers by using Cluster Stratified and Systematically Un-proportionate Sampling (CSUS). The findings capture that the respondents are generally satisfied with the service provided except for complaint handling and dispute. Household customer segmentation is divided into 6 (six) clusters. The cluster that provides unsatisfied scores is mainly due to the quality of water, complaint handling and dispute, as well as tariffs and payments. Whereas, the cluster that provides a satisfying score is also due to the quality of water, complaint handling, and dispute resolution. Keywords: BUMD, household, customer satisfaction, customer segmentation
EVALUASI KINERJA UNIT BISNIS ASPHALT MIXING PLANT PT PRAYOGA PERTAMBANGAN DAN ENERGI Raden Isma Anggraini; Aida Vitayala Hubeis; Radjab Tampubolon
Jurnal Aplikasi Bisnis dan Manajemen (JABM) Vol. 2 No. 2 (2016): JABM Vol. 2 No. 2, Mei 2016
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.2.2.127

Abstract

Currently, the mining sector is still one of the main sectors driving the economy of Indonesia and is in demand by both indigenous and foreign investors. Asphalt mixing plant business unit (AMP BU) is currently the main priority scale of PT Prayoga. The AMP UB excellent performance of PT Prayoga enable itself to be able to contribute to the company's revenue and accelerate development of infrastructure in Bogor. The objectives of the research were to identify key performance indicator (KPI) that is applied in the financial and non-financial perspectives as well as to evaluate the performance of UB AMP of PT Prayoga in terms of financial and non-financial aspects based on the vision, mission and strategy of the company. The method used in this research was the balanced scorecard as a management tool to maintain a balance between the financial (financial perspective) and non-financial (customer perspective, business processes, learning and growth) indicators. The results showed that the KPI applied in the evaluation of the performance of AMP BU of PT Prayoga consists of 19 indicators including 5 KPI of financial perspective, 5 KPI of customer perspective, 5 KPI of business process perspective, and 4 KPI of learning and growth perspective. The assessment results indicate this business unit obtained the performance index of 78.42% included in the criterion of very good or excellent, thus it has shown its best performance according to the vision, mission and strategy of the company.Keywords: balanced scorecard, performance assessment, performance index, KPI, mining
Using The Important Performance Analysis To Improve Product and Service Attribute Performance in Regional-Owned Enterprise Muchamad Bachtiar; Raden Isma Anggraini; Fithriyyah Shalihati
Business Review and Case Studies Vol. 1 No. 1 (2020): BRCS, Vol 1 No 1, April 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.1.1.14

Abstract

This study aimed to analyze the performance level and importance level according to customer perceptions as well as the priority of product and service attribute improvement. The data were analyzed using descriptive analysis of the Importance Performance Analysis (IPA) and Customer Service Index (CSI) approach with 1980 respondents out of 157,270 customers selected through Cluster Stratified and Systematical Unproporsional Sampling (CSUS) technique. The result showed that there was no product attribute with significantly low performance. It was supported by the CSI result with a value of 0.74, which meant SATISFACTORY or VERY GOOD. However, there were still negative gaps between the performance level and importance level, with an average value of 0.36. Product attribute (P2) water supply quality, (P3) water continuity, (P4, P5, and P6) water quality were quite a concern. This study also found a product attribute with a positive gap in (P7)water quality (sediment), which meant that this ROE could reallocate its utilized resources to improve other product attributes of concern. In terms of service attributes, there was no significant attribute that needed an immediate follow-up. It was supported by the overall CSI score of 0.76, which meant SATISFACTORY or VERY GOOD. Even so, service attributes were important and deserved attention in the aspects of (J2) bill payment process, (J6) the capability of call center officers and (J7) social media admins, and (J10) dispute settlement with customers. Five service attributes, which were (J1) administrative services, (J3) complaint services, (J4) fairness to obtain services, (J5) the capability of customer service officers, and (J11) service interruption information, were recommended to be reallocated to other service attributes that were more important. Keywords: customer satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), regional-owned enterprise
Communication Strategy in Handling Customer Complaints in PDAM Tirta Pakuan Bogor Raden Isma Anggraini; Fithriyyah Shalihati; Muchamad Bachtiar; suhendi
Business Review and Case Studies Vol. 1 No. 1 (2020): BRCS, Vol 1 No 1, April 2020
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.1.1.32

Abstract

This study aims to 1) identify complaints that arise and do not satisfy customers, and 2) identify communication strategies undertaken by PDAM Tirta Pakuan in handling customer complaints. The study was conducted at PDAM Tirta Pakuan using qualitative descriptive analysis. Researchers surveyed customers and held focus group discussions with the management of PDAM Tirta Pakuan. The method of data analysis is done by using a gap analysis between performance and the interests/expectations of customers for product and service attributes, as well as public relations strategy theory. The results showed that there were four attributes that predominantly received complaints and were not yet satisfying customers, namely the quality of water flow in the dry season, replacement or re-measurement of water meters, compensation for service interruptions, and compensation for settlement of claims for paying bills. Furthermore, there are four communication strategies that are carried out in handling customer complaints based on four aspects, namely fact-finding, planning and programming aspects, action and communication aspects, and evaluating aspects. Some things that need attention from the management of PDAM Tirta Pakuan are 1) improving the quality of water supply during the dry season, 2) periodically replacing or repeating water meters, 3) improving the compensation system for customer service interruptions, 4) improving the compensation system related to the problem of settling claims for payment of claims, 5) identifying complaints that have the potential to threaten the image or reputation of the company, 6) maximizing the use of social media in informing work activities that have the potential to cause service disruptions and customer complaints. Keywords: communication strategies, customer complaints, public relations, service disruption, social media
Competing With Ride-Hailing Startups: Business Transformation Strategies for Conventional Taxi Companies in Indonesia Asaduddin Abdullah; Raden Isma Anggraini; Dikky Indrawan
Business Review and Case Studies Vol. 4 No. 3 (2023): BRCS, Vol 4 No 3, December 2023
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/brcs.4.3.280

Abstract

The emergence of ride-hailing startups has dramatically changed the transportation landscape, threatening the existence of conventional taxi services. These new players have disrupted the traditional taxi industry, challenged their market share, and forced conventional taxi companies to adapt to changing consumer demands. As a result, conventional taxi companies like PT XYZ in Indonesia need to implement effective business transformation strategies to stay competitive and maintain their position in the market. This research implements a quantitative and qualitative descriptive approach and uses data analysis techniques, namely the IFE, EFE, IE matrix, QSPM, and Business Transformation Domain. The IFE analysis showed that a strong and strategic taxi distribution network in major cities was PT XYZ's main strength, while the company's financial position was a weakness. The EFE analysis identifies the high level of mobility and transportation needs as opportunity factors, while the standardization of fares, the number of fleets, and the lack of identity of online ride-hailing are threat factors. PT XYZ could implement the five domains of the digital transformation framework by increasing its business value by offering innovative taxi services, expanding service networks, improving customer interaction, developing business innovation through technology, utilizing data and analytics, and focusing on the company's strengths to compete with online taxi companies. Keywords: business competitiveness, business transformation, digital transformation domains, IE Matrix, QSPM
Manpower Planning in The Application of Teat Dipping To Control Sub Clinical Mastitis in The Small Dairy Farms Anggraini, Raden Isma; Sudarnika, Etih; Pisestyani, Herwin; Wicaksono, Ardilasunu; Sudarwanto, Mirnawati
Jurnal Manajemen dan Agribisnis Vol. 17 No. 1 (2020): JMA Vol. 17 No. 1, March 2020
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (681.042 KB) | DOI: 10.17358/jma.17.1.26

Abstract

The application of teat dipping to control subclinical mastitis especially in small dairy farms is important; however, the application needs additional activity that has an impact on labor usage. This paper aimed to describe the labor usage to apply teat dipping for subclinical mastitis control in the small dairy farms. The convenience sampling techniques applied to select 34 farmers in Bogor as the respondents. Workload analysis and labor productivity were used in examining the application of dot dipping in various small dairy farms in Bogor City to control subclinical mastitis. This study was based on two types of experiments in small dairy farms in Bogor, West Java, namely teat dipping and without teat dipping. The findings show that the application of teat dipping had an impact on three things, namely an increase in labor usage and its workload, an increase in labor productivity and a decrease in the number of subclinical mastitis prevalence. This study concluded that labor was an important factor to control subclinical mastitis in small dairy farms. An increase in labor productivity had an impact on reducing the costs of mastitis treatment and finally increase farmer’s income. Keywords: mastitis, labor, small dairy farms, teat dipping, workload analysis
Intellectual Capital in SMEs: A Bibliometric Study and Directions for Future Research Anggraini, Raden Isma; Maarif, Mohammad Syamsul; Sukmawati, Anggraini; Asikin, Zenal
Indonesian Journal of Business and Entrepreneurship Vol. 11 No. 2 (2025): IJBE, Vol. 11 No. 2, May 2025
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.11.2.404

Abstract

Background: Intellectual capital (IC) has been recognized as a key driver of business performance and sustainability, particularly for small and medium enterprises (SMEs). IC, which comprises human capital, structural capital, and relational capital, plays a crucial role in fostering innovation, improving knowledge management, and enhancing competitive advantage. However, the comprehensive evolution of IC research in SMEs remains underexplored.Purpose: This research seeks to examine the evolution of intellectual capital (IC) studies in small and medium-sized enterprises (SMEs) over the last ten years, pinpoint major contributors, investigate prevailing themes, and uncover emerging directions in the field.Design/Methodology/Approach: This study uses bibliometric analysis with a database sourced from Scopus and uses VOSviewer for visualization. The study applied various bibliometric techniques, including citation analysis, co-word analysis, and bibliographic coupling, to map the intellectual landscape of IC research in SMEs.Findings/Results: The analysis reveals that IC research in SMEs has grown significantly, with an increasing focus on human, structural, and relational capital. Key research themes include innovation, knowledge management, financial performance, and sustainability. The study also identifies Indonesia, Pakistan, Poland, and Portugal as leading contributors to IC research, reflecting the global recognition of knowledge-based economic growth. The study also observes a significant shift toward IC integration with digital transformation and artificial intelligence.Conclusion: This research offers beneficial perspectives for academics, policymakers, and business practitioners by emphasizing the strategic role of IC in SMEs' sustainability. The findings suggest that future research should further explore the intersection of IC with digital transformation and AI-driven business models.Originality/Value (State of the Art): This study is among the first to provide a comprehensive bibliometric analysis of IC research in SMEs, mapping its chronological development and identifying future research directions. Keywords: bibliometric analysis; competitive advantage; digital transformation; intellectual capital; small and medium enterprises (SMEs)
STUDYING THE RELATIONSHIP MODEL ONLINE CONSUMER REVIEW TOWARDS CONSUMER PURCHASE INTENTION ON SOCIAL COMMERCE PLATFORMS: EVIDENCE IN INDONESIA Septiani, Emilia; Farida, Farida; Syarifa Diah Kusuma, Rr. Chusnu; Anggraini, Raden Isma; Zaki, Nur Amalina Mohamad
JURNAL MANAJEMEN MAKER STIE SULTAN AGUNG Vol 11 No 2 (2025)
Publisher : Sekolah Tinggi Ilmu Ekonomi Sultan Agung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37403/mjm.v11i2.929

Abstract

This research examines the influence of electronic word of mouth (e-WOM), viral marketing, and online consumer reviews on purchase intention on social commerce platforms. The research uses a quantitative approach with a survey method distributed to active social commerce users in Indonesia, and the data obtained is analyzed using the Partial Least Squares Structural Equation Modelling (PLS-SEM) technique. The research results show that the e-WOM and viral marketing variables positively and significantly affect purchase intention. In contrast, online consumer reviews have a positive but not significant effect. These findings indicate that digital social interactions and the spread of viral content have a dominant role in influencing consumer purchasing intentions, while consumer reviews have not been able to become a strong determining factor in purchasing decisions. This research provides theoretical contributions by enriching the literature on consumer behaviour in social commerce and practical implications for business people to maximise digital marketing strategies based on social interaction and viral content, accompanied by managing consumer reviews that remain relevant in maintaining brand trust..
ANALYSIS MODEL SERVANT LEADERSHIP, FLEXIBLE WORK ARRANGEMENTS, AND ORGANIZATIONAL CLIMATE IN PREDICTING EMPLOYEE RETENTION: CASE STUDY ON THE BANKING SECTOR Reina A. Hadikusumo; Raden Isma Anggraini; Yuliana Yuliana; Zain Ashfaq
SULTANIST: Jurnal Manajemen dan Keuangan Vol. 14 No. 1 (2026)
Publisher : Sekolah Tinggi Ilmu Ekonomi Sultan Agung Pematangsiantar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37403/sultanist.v14i1.884

Abstract

The high level of employee turnover in the banking sector amidst the dynamics of organizational transformation and changes in work patterns requires companies to develop more adaptive and sustainable retention strategies. Although various studies have identified factors that influence employee retention, studies that integrate servant leadership, flexible work arrangements, and organizational climate in one empirical model are still relatively limited, especially in the context of the banking industry. This research aims to analyze the influence of servant leadership, flexible work arrangements, and organizational climate on employee retention in the banking sector. The research used a quantitative approach with the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method, with 200 banking employees as respondents. The research results show that servant leadership has a positive and significant effect on employee retention through increasing employee trust, involvement and organizational commitment. Flexible work arrangements have been proven to improve work-life balance and job satisfaction which has an impact on increasing employee intentions to remain in the organization. Apart from that, a conducive organizational climate plays a significant role in strengthening employee loyalty and attachment to the company. Simultaneously, these three variables provide a substantive contribution in explaining employee retention in the banking sector. This research contributes theoretically in expanding the perspective of organizational behavior related to employee retention and provides practical implications for banking management in designing servant leadership, flexible work systems, and organizational climates that support the sustainability of human resources.
Business Model in Plasma Nano Bubble Technology For Palm Oil Waste Processing Arif Imam Suroso; Anto Tri Sugiarto; Yohanes Aris Purwanto; Popong Nurhayati; Nur Hasanah; Anita Primaswari Widhiani; Khairiyah Kamilah; Muchamad Bachtiar; Raden Isma Anggraini; Fithriyyah Shalihati; Hansen Tandra
Jurnal Aplikasi Bisnis dan Manajemen Vol. 10 No. 2 (2024): JABM, Vol. 10 No. 2, May 2024
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.10.2.549

Abstract

Background: The palm oil industry strives to implement sustainable development, maintaining the environmental quality. However, the palm oil industry has problems processing liquid waste, often known as palm oil mill effluent (POME), since it could pollute the environment. This waste also requires a large costs to be processed. On the other hand, there is potential economic value from liquid waste to be processed into several products, namely biogas, organic fertilizer, and refining value-added compounds. Currently, POME waste processing innovation could be conducted by applying plasma nanobubble (PNB) technology. This creates opportunities for a business that is engaged in developing this technology.Purpose: The aim of this research is to analyse the business model of the Plasma Nano Bubble (PNB) technology development business for the palm oil industry. Design/methodology/approach: This research uses the Business Model Canvas (BMC) to map the business processes of the Plasma Nano Bubble (PNB) technology development.Findings/Result: This study indicate that the most prominent attribute exhibited by PNB technological enterprises is their value offer, which is demonstrated by their ability to deliver efficient processing time and cost effectiveness, resource efficiency, adherence to government regulations, and the establishment of strategic collaborations with external entities. Meanwhile, the weakest element is customer relations, as only long-term relationships, and the provision of intensive training for PNB technology resellers were found in this aspect. Several indicators were proposed to improve the business model of PNB's technology, namely key partnership, the key activity, value proposition, and customer relationship.Conclusion: This research gives an important contribution related to the environmental benefits of implementing this business. The continuous development for this technology needs to be implemented to process POME waste effectively and efficiently.Originality/value (State of the art): The state of the art of this research is the development of business models for environmentally friendly products in the palm oil sector, which is currently rarely conducted, in this case the study of PNB technology products. Keywords: business model canvas, palm oil, plasma-nano bubble (pnb) technology, sustainable development, palm oil waste
Co-Authors Abdullah, Asaduddin Aida Vitayala Hubeis Ainiyya Hana Pathi Seruni Anggraini Sukmawati Anita Primaswari Widhiani Anto Tri Sugiarto Ardilasunu Wicaksono Arif Imam Suroso Aris Purwanto Bachtiar, Muchamad Chusnu Syarifa Diah Kusuma Etih Sudarnika Farida Farida Hansen Tandra Herwin Pisestyani Khairiyah Kamilah M. Syamsul Maarif MIRNAWATI SUDARWANTO Muhamad Arham Amarulhaq Muhammad Zikri Akbar Nur Hasanah Popong Nurhayati R. Dikky Indrawan Radjab Tampubolon Reina A. Hadikusumo Retnaningsih Septiani, Emilia Shalihati, Fithriyyah Suhendi Yuliana Yuliana Zain Ashfaq Zaki, Nur Amalina Mohamad Zenal Asikin