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All Journal Liquidity: Jurnal Riset Akuntansi dan Manajemen Journal of Management and Leadership
Vitrio Wibisono
Tanri Abeng University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Enrepreneurial orientation And Firm Performance In Small Medium Enterprice In Computer Service And Software Vitrio Wibisono
Liquidity: Jurnal Riset Akuntansi dan Manajemen Vol 3 No 2 (2014)
Publisher : Institut Teknologi dan Bisnis Ahmad Dahlan Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32546/lq.v3i2.88

Abstract

Penelitian ini mengkaji pengaruh entrepreneurial orientation terhadap kinerja perusahaan dan juga menginvestigasi lebih lanjut pengaruh respons pasar dalam meningkatkan pengaruh hubungan entrepreneurial orientation terhadap kinerja perusahaan. Penelitian sebelumnya mengungkap, kinerja perusahaan sangat penting untuk kelangsungan hidup perusahaan dan serta kemampuan beradaptasi dengan dinamika lingkungan bisnis seperti: pesaing, pelanggan, ataupun tren pasar. Penelitian ini dilakukan di lingkungan Industri Layanan Komputer dan Peranti Lunak (LKPL) dengan mengambil 126 sampel perusahaan kecil-menengah di Jakarta. Hasil penelitian menunjukan bahwa entrepreneurial orientation tidak berpengaruh terhadap kinerja perusahaan secara langsung. Penelitian ini juga memberikan bukti empiris terhadap ketidakkonsistenan dari penelitian sebelumnya tentang pengaruh entrepreneurial orientation terhadap kinerja perusahaan. Penelitian ini mendukung bahwa entrepreneurial orientation memiliki pengaruh tidak langsung terhadap kinerja perusahaan, yang dimediasikan oleh respons pasar. Sehingga dapat disimpulkan bahwa perusahaan yang memiliki enterpreneurial orientation dan responsif terhadap pasar akan senantiasa terus adaptif dengan dinamika lingkungan bisnis dan dapat meningkatkan kinerjanya.
THE INFLUENCE OF SERVICE QUALITY, SERVICE RESPONSIVENESS, AND CUSTOMER SERVICE COMPETENCE ON CUSTOMER SATISFACTION AMONG USERS OF THE HALO BCA CONTACT CENTER SERVICE Sonia Sonia; Agung Priyono; Fahri Haikal; Akhmad Hairul Umam; Vitrio Wibisono
Journal of Management and Leadership Vol. 9 No. 1 (2026): Vol. 9, No. 1, May 2026
Publisher : Management and Leadership Study Programme

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47970/jml.v9i1.1213

Abstract

The intense competition in the banking industry today requires financial institutions to continuously adapt to the increasingly dynamic needs of society. Service quality has become a crucial factor for banks in maintaining customer trust and loyalty. As the frontline of customer interaction, effective communication between the bank and its customers through customer service plays a key role in preserving the institution's reputation. This study aims to examine the effect of service quality, service responsiveness, and customer service competence on customer satisfaction in the Halo BCA contact center service. Service quality refers to the overall evaluation of customers regarding the excellence of a service. Service responsiveness, is one of the main dimensions used to assess how promptly a company handles customer complaints. Competence refers to the combination of technical knowledge and interpersonal skills possessed by service officers. The population in this study consists of customers of Bank Central Asia (BCA), with a sample of 100 respondents. The sampling technique used is Purposive Sampling. Data were collected by distributing questionnaires to BCA customers via the WhatsApp application, and the data were analysed using the SmartPLS 4.0 program. The results of the study indicate that service quality has no significant effect on customer satisfaction. Service responsiveness does not have a significant effect on customer satisfaction. Meanwhile, Customer service competence has a positive and significant effect on customer satisfaction.
Co-Authors AGUNG PRIYONO Akhmad Hairul Umam, Akhmad Hairul Fahri Haikal Sonia Sonia