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All Journal Jurnal Manajemen Teknologi Journal of Business and Management The Indonesian Journal of Business Administration Competence : Journal of Management Studies (Kompetensi : Jurnal Studi Manajemen) International Journal of Social Science and Business Jurnal Ekonomika dan Bisnis Islam Eduvest - Journal of Universal Studies Influence: International Journal of Science Review Fokus Bisnis: Media Pengkajian Manajemen dan Akuntansi Management Analysis Journal
Ira Fachira
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Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Neuroscience Public Health Social Sciences Other

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The Effect Of Service Quality and The Mediating Role Of Costumer Satisfaction Towards Service Loyalty in Boxins Industry Study Case : Casa Boxe Pramura, Rayendra Abiyasa; Fachira, Ira
Journal of Business and Management Vol 5, No 4 (2016)
Publisher : Journal of Business and Management

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Abstract Six months since its opening, Casa Boxe only has 155 customers with only 20% of them are taking membership program. In previous studies, customer satisfaction is a key factor in influencing the loyalty of a customer. The research was done with collecting questionnaire from 71 customers of Casa Boxe to analyze the current level Of service quality, Customer Satisfaction and Service Loyalty. The result indicate that, the current level of Casa Boxe’s service qualiy can be categorized as good and with the lowest score on Reliability sub-dimensions. While for the level of Casa Boxe’s customer satisfaction and service loyalty is high. Findings also show that empathy and tangible dimensions significantly influence customer satisfaction, leading to service loyalty.Keywords: Service Loyalty, Service Quality, Customer Satisfaction 
The Effect of Service Failure and Recovery toward Customer Loyalty of Indihome Al Farisa, Muhammad; Fachira, Ira
Journal of Business and Management Vol 5, No 3 (2016)
Publisher : Journal of Business and Management

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Abstract.Nowadays internet is one of the most important necessities in human life. PT Telkom Indonesia comes with indiHome product as the answer of the challenge of this globalization era. indiHome which come with a package of internet, IPTV, and fixed phone succeed to get big number of subscriber, but eventually the reputation of its quality is generates some bad reviews due to the numbers of service failure happened. This research is aimed to assess the effect of service failure happened, and also its recovery by PT Telkom toward the loyalty level of indiHome customer specifically in Bandung area. The data for this research are gathered using questionnaire, and analysed statistically with difference test method. In this research the customer of indiHome are divided into six different groups based on the experience of service failure and recovery which will affect the loyalty. The customer groups are A, customers who never experience service failure, B who have experience service failure which divided into B.1 who get the problem solved, and B.2 who get the problem unsolved. Group B.1 is divided again into B.1.1 who get the outstanding recovery, B.1.2 who get the fair recovery, and B.1.3 who get recovery which is lower than what have been expected.  The result shows that each group has different level of loyalty. The group of customer who has ever experience service failure and got the outstanding recovery shows the highest score of loyalty level, even exceeding the group of customer who never experience service failure at all. This result of research would contribute to give the recommendation to companies in service industry especially PT Telkom, to put a big concern in designing an outstanding recovery program, and for the academic and research practitioners to take this research for the future researches related.Keywords: Service Failure, Service Recovery, Customer Loyalty, indiHome
THE IMPACTS OF SERVICE QUALITY AND PERCEIVED VALUE TOWARD TELKOMSEL’S PREPAID SUBSCRIBERS SATISFACTION : A STUDY OF TELKOMSEL’S VIDEOMAX Prasetya, Savitri Sekar; Fachira, Ira
Journal of Business and Management Vol 6, No 3 (2017)
Publisher : Journal of Business and Management

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Abstract. Telkomsel launched VideoMAX in November 2016 to gain higher market share in a tight competition in telecommunication industry. The service is a data package contains video streaming quota to watch movies or TV series through video-on-demand applications (HOOQ & Viu).This study aims to explore Telkomsel’s prepaid subscribers satisfaction towards VideoMAX. Service quality and perceived value are assessed to evaluate customers’ satisfaction towards VideoMAX.Online & offline questionnaire are distributed to 384 respondents who is Telkomsel’s prepaid subscribers and have used VideoMAX with their domicile in Jabodetabek or Bandung. Multi linear regression (MLR) is used to analyse the impacts of service quality and perceived value towards customers’ satisfaction. The result is service quality and perceived have a significant impact towards customers’ satisfaction statistically. In addition, service quality and perceived value also positively influence customers’ satisfaction. Perceived value has more significant impacts towards customers’ satisfaction rather than service quality. Hence, in order to maintain or increase customers’ satisfaction towards VideoMAX, Telkomsel needs to improve perceived value first then followed by service quality. For further research, the coverage area of the research needs to be expanded into all over nation.Keywords : Customers’ Satisfaction, Mobile Value-Added Service, Perceived Value, Service Quality, Telecommunication Company
The Marketing Strategy Business to Business of Zein Product Supriyanto, Muhammad; Fachira, Ira
Journal of Business and Management Vol 6, No 2 (2017)
Publisher : Journal of Business and Management

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AbstractMuslim fashion demand in Indonesia has increased from 2010 to 2015. As one Muslim brand Zein Product focus to meet the demand of Muslim men. The number of competitors from other Muslim brand makes Zein has sales are still low. For that Zein need to create a new stategy to be able to increase its sales. On the one hand, Zein has the demand for uniform Muslims from offices and schools. Muslim uniform became one Zein opportunities to increase sales of the company sales. This study aims to find out the characteristics and make recommendations that focus on marketing strategies to gain market business to business uniform for Muslims in offices and schools. By knowing the character and needs of the target market will be in getting the right strategy to be able to get into the business to business market. The method used to obtain information and market needs is to do an interview for the 10 respondents companies and schools in Jakarta and Bandung. The resulting analysis concluded that characteristics of Muslim-style uniform B2B market is that every year companies and schools require uniforms Muslim. Making uniform did earlier in the year for the company and for the mid-year school, the person who makes the decision making uniform is head of a company or manager of the company. MOU and the feedback is very important to cooperate in production. Marketing strategy recommendations that must be done to get a Muslim-style uniform B2B market is servise, quality, and price. To servise start from the proposal deals, good communication during the production process, and after service production. For product quality, the vendor must have the qualities product control division to check the manufacture of uniforms to order. Prices should be made as low as possible due to the school uniform will be resold to students. and they will compare with other vendors. and for the company's production rates are not issues that are important quality of goods and servise. Keywords: Characteristics, Recommendation marketing strategy, Business to Business, Muslim-style uniform, Company and School.
The Influence of Self Service Technology Toward Customer Satisfaction. Case: Genki Sushi Susianto, Christie Chandra; Fachira, Ira
Journal of Business and Management Vol 4, No 6 (2015)
Publisher : Journal of Business and Management

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Abstract - Companies view technology as a way to enhance service exchanges and has posited that the increasing role of technology in such encounters offers benefits to both customers and firms (e.g, Bitner, Brown, and Meuter 2000; Salomann et al. 2007). GS is one of the businesses that using technology in delivering their restaurant service to gain customer satisfaction. In this case, GS infused Self-Service Technology (SST) that largely replaced their personal service interaction with the customer. SST is a technology infusion, where customers deliver service themselves using some form of technological interface. Technology has replaced the human touch in the process of ordering food, delivering the ordered meal, and billing statement, and in the time customer needs waiter assistance they are able to call the waiter by clicking on the self-service technology device, which also replaced the menu book. Even though companies consider the technologies are able to enhance the service exchange, recent research argued that the technology implementation does not always lead to higher customer satisfaction scores. Therefore, it is important to determine the customer satisfaction of GS services, which remain unidentified. This study aims to explore the influence of SST and Personal Service toward Overall Satisfaction in GS. Quantitative research was conducted in this study by distributing online questionnaires to 100 respondents in Jakarta Selatan that at least had been once to GS, which taken place at Plaza Senayan, Jakarta Selatan. Indicators used in the questionnaire had been proven as valid and reliable using the Pearson correlation and Cronbach Alpha value. Descriptive Analysis and Multiple Linear Regressions (MLR) were conducted to analyze data collected. The research provided empirical evidence of relative impact of SST on overall consumer satisfaction. Findings show that SST positively influence overall satisfaction at GS, however personal service does not have significant influence toward the overall satisfaction, therefore SST considered as the only variable contributive to 21% of the overall satisfaction. This study result shows that Self-Service Technology has enhance service convenience and deliver efficient service process to the customer. The absence of personal service interaction has no direct effect to the overall satisfaction.
Identify korean pop market segmentation in west java Eka M, Trishanty; Fachira, Ira
Journal of Business and Management Vol 8, No 2 (2019)
Publisher : Journal of Business and Management

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Korean Wave has invaded several Asian countries including Japan, China, Thailand, and also Indonesia. Korean Wave that also known as Hallyu / ?? / ?? is stand for the spread of South Korean Culture such as Music or Korean pop (K-POP), Korean drama (K-drama), Movie (K-movie), and so on. In Indonesia, Korean Wave can be seen from many Korean brand cosmetic, Korean Drama on local TV program, Korean Culture Event held by local organizer and also many Korean boy band and girl band Concert held in Indonesia. This is opportunity for marketers to seek information and be in the market. This paper will focus on identifying Korean Pop Fans demographic, behavioral and customer physiographic that influence them toward choosing and buying specific K-POP products using segmentation method. This 6-month study will focus on identifying Korean Pop Fans profile segmentation base on their demographic such as gender, age, educational, occupation, income, type of product and willingness to pay; geographic such as region; behavior such as user status, buyer readiness stage, loyalty status; and physiographic such as activity, interest, opinion, value and lifestyle using two step cluster. The optimal number of clusters in this research is two, which are then labeled as one fandom and multi fandom based on their rate. However, multi fandom shows more effective because this cluster willing to pay more to satisfy their hearts. Keywords : Customer behavior, Korean pop, Korean Wave, Segmentation
Consumers Attitude Towards Skippable ADS on Youtube Trueview In-Stream - an Empirical Study Among College Students in Bandung Saputra, Tejo Sandi; Fachira, Ira
Journal of Business and Management Vol 3, No 8 (2014)
Publisher : Journal of Business and Management

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This study focuses on how young people respond to the YouTube TrueView in-stream as well as the factors that influence. Here, the ad will appear before the original video is playing and has an option "skip" on the ad that will be available after the first 5 seconds. Questionnaire containing demographic, YouTube users' habits, and by adapting the theory of Brackett & Carr (2001) which states that the buyer's attitude toward an ad is influenced by entertainment, informativeness, irritation, credibility and relevant demography, coupled with questions about their attitudes and their reason. The questionnaire was filled in by 150 respondents, undergraduate students of Institut Teknologi Bandung and Universitas Padjadjaran, aged 17-22 years old who have ever visited YouTube. Then the data were analyzed using IBM SPSS 19 for Windows through descriptive analysis, reliability, validity, cross tabulations, multiple regressions, multicollinearity test, autocorrelation test, and normality test. Data showed that there is an influence of the ad entertainment, ad irritation, and ad credibility in the buyer's attitude towards YouTube TrueView in-stream. Ad entertainment has constants bigger than the other two factors. Ad entertainment and ad credibility has a positive relationship, while the ad irritation has a negative relationship. Ad informativeness and relevant demography has no influence on a undergraduate student's decision to skip the ad or not. From all these findings obtained that students always or frequently pass through an ads that appear, this attitude can be interpreted negatively because it does not fit the expectations and goals of the advertiser.Keywords: marketing, consumers' attitude, advertising, YouTube TrueView
EFFECTIVENESS OF PRE-ROLL ADS ON YOUTUBE TO CONSUMER PURCHASE INTENTION Pangihutan, Yehezkiel; Fachira, Ira
Journal of Business and Management Vol 7, No 3 (2018)
Publisher : Journal of Business and Management

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Abstract.YouTube provides new ways for companies to promote their products. From banner, pre-roll ads, and poster. Companies see this chance because numbers of YouTube uers are increasing rapidly in Indonesia. The users itself conclude to publisher, subscriber, and watcher too. But, the problem is there is limited studies about the effectiveness of YouTube ads toward the audience’s purchase intention. The aim of this study is to investigate the pre-roll ads on YouTube effect the audiences purchase intention. It is important because there’s so much advertisers that put their ads in this platform, but we don’t know about it’s effectivity to their purchase intention. The pruchase intention itself is useful for their sales. The advertisement used are advertisement in scope YouTube Indonesia and the product that exist in Indonesia market. The sample of this research is an internet user who lives in Indonesia. The questionnaire distributed through social media and then analyzed using Structure Equation Modeling (SEM). With SEM we can be able to provide analysis if the dependent variable is more than one.Findings show that pre-roll ads positively and significantly effect their audiences purchase intention. Therefore, using application pre-roll ads on YouTube for advertising really should be considered due to good impact.Keywords : advertisement, purchase intention, pre-roll ads, YouTube
Study of Perception and Attitude towards Eco-Friendly Concerns of Indonesian Cosmetics Consumers Soerjanatamihardja, Karissa Adhyaningrum; Fachira, Ira
Journal of Business and Management Vol 6, No 1 (2017)
Publisher : Journal of Business and Management

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Abstract.Background: In Indonesia, the demand for cosmetics is soon to arise further over the coming years. Claims are that there has been an average annual increase of 9.67% of the years 2010-2015. A global phenomenon in business also has shown that cosmetics companies are shifting towards green movement and sustainability. 64% of Indonesian consumers are said to be prepared to spend extra for products and services that come from companies that represent eco-friendly practices.Methods:  An online questionnaire was distributed to 384 respondents, all female inhabitants of Jakarta and Bandung between the ages 16-50, by non-probability purposive sampling. The data was analyzed using factor analysis, multiple linear regression, MANOVA and cluster analyses.Results:  Perceived importance of green corporate practices and green marketing mix has influence towards attitude towards green values. A six cluster-solution was identified by variables influenced by Ottman’s deep-green sub-segments and attitude towards green values.Conclusion: This study focuses mainly on perceived importance and attitude towards green marketing of cosmetics consumers in Indonesia, providing information of segmentation, perception and attitude to impact businesses embarking green marketing as the holistic concept of their business processes. Keywords: Cosmetics, Consumer Attitude, Consumer Perception, Green Marketing, Ottman’s Deep Green Sub-Segments
Lebaran Rituals and Consumption Pattern: An Exploratory Study in South jakarta Assilmi, Najwa; Fachira, Ira
Journal of Business and Management Vol 3, No 7 (2014)
Publisher : Journal of Business and Management

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Purpose- Lebaran is a religious celebration for Muslims all around the world. Each year in Indonesia, which is the home of the biggest Muslims in the world, Lebaran has become a major phenomenon that is affecting the Indonesia’s retail and economic condition. The purpose of this research is to examine how Lebaran rituals affect consumers’ consumption as shown in feasting ritual as part of Lebaran. This exploratory study examines three different groups: people who are hosting the Lebaran feast, people who visit, and people who do both. Design/Methodology/Approach- A quantitative research was done with distributing questionnaire to a total of 120 samples of married South Jakarta female with children. A descriptive analysis was conducted to compare the different result of the three different groups. Findings- The majority of all three groups spent 25% more on Lebaran month rather than their regular month. The host & guest group seems to spent more spendings on main feast than those from the host only the guest only group. For main feast, most decision maker are done by the mother alone. Most respondents from all three group also choose to shop main feast at Supermarket rather than traditional market. The shopping information was get from their own peers rather than traditional media. The variance of product is the most important attributes to a store according to all three groups. For small feast, the majority of customers choose to purchase their food rather than made it themselves. The spendings from those from the host group and host & guest group is more than those who are guest only. The majority from all three groups purcOhase their food through their friends rather than special order or the supermarket. The shopping information was also mostly from their peers. The shopping attributes priority was similar to the main feast, which is the variation of product. This result shows that the customer’s social circle become an highly influential source for shopping for Lebaran. Research Limitations- This research is intended to explore the behavior of consumers and their consumption prior to Lebaran day. Due to the limitation of time and resource the sample taken might not represent the whole Indonesian behavior. The generality of the findings are limited to a certain area in South Jakarta. Practical Implications- Business owner can take benefit by starting a more personal marketing mix starting at the mother’s social circle. The availability of a product also needs to become a priority for customers on Lebaran. Originality/Value- This study is applied in Indonesia which Islam is the majority religion but also a country who hold many traditional rituals. The topic is the Lebaran phenomenon which is  a fuse between traditional culture and religious activities to find out the consumption tendencies of different type of Indonesian customer constitute the originality of this study.Keywords: marketing
Co-Authors Abdullah Fikri Ismanto, Abdullah Fikri Achmad Reyhan Al Farisa, Muhammad Alyaningtyas, Farah ASMARA KHAIRANI Atik Aprianingsih Budiarta, Sandy Indimas Catur Gunandi, Muhamad Christie Chandra Susianto, Christie Chandra Debby, Teresia Eka M, Trishanty Evan Nathan Iskandar, Safira Azaria Jene Lokasthiri Az Komo, Reza Tiopan Listiyani Indriya Novianthi, Listiyani Indriya Maharani, Actualita Michael, Andrew Octavianus Mohamad Toha Muhammad, Irsyad Naima, Fairuza Najwa Assilmi Ni Putu Radha Naraswari, Ni Putu Radha Nimeesha, Danniella Nathannia Pangihutan, Yehezkiel Pramura, Rayendra Abiyasa Prasetya, Savitri Sekar Putri, Kintan Andyarmalasari Rahma Putri, Aldila Rendika Nugraha Reza Ashari Nasution Sitanggang, Rosalina Soerjanatamihardja, Karissa Adhyaningrum Sofyan, Mahardhika Dwi Ananta Supriyanto, Muhammad Tejo Sandi Saputra Vania Griselda Pardede, Maria Wibowo, Sumintong