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All Journal FORUM Jurnal Administrasi Bisnis JURNAL SAINS PEMASARAN INDONESIA JURNAL ILMU SOSIAL Jurnal Ilmu Administrasi Bisnis Jurnal Bisnis dan Manajemen Jurnal Keuangan dan Perbankan JDM (Jurnal Dinamika Manajemen) Wacana, Jurnal Sosial dan Humaniora Journal of Indonesian Economy and Business Jurnal Manajemen Kesehatan Indonesia Graduasi: Jurnal Bisnis & Ekonomi HIGEIA (Journal of Public Health Research and Development) Fokus Ekonomi Journal of Public Health for Tropical and Coastal Region Medical Technology and Public Health Journal Jurnal Pendidikan dan Keluarga Ideas: Jurnal Pendidikan, Sosial dan Budaya International Journal of Educational Review, Law And Social Sciences (IJERLAS) Journal of Tourism Economics and Policy Journal of Applied Business, Taxation and Economics Reseach Media Publikasi Promosi Kesehatan Indonesia (MPPKI) International Journal of Science and Society (IJSOC) Prosiding Seminar Nasional Program Pengabdian Masyarakat Jurnal Pengabdian Vokasi ASEAN Marketing Journal Journal Research of Social Science, Economics, and Management
Naili Farida
Department Of Management Sciences Of The Doctoral Program Of Faculty Of Economics And Business Of University Of Diponegoro Semarang Central Java Indonesia
Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Medicine & Pharmacology Nursing Public Health Social Sciences Other

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THE ROLE OF CUSTOMER NETWORKING CAPABILITY EFFECTIVENESS IN ENHANCING THE SALESPEOPLE’S PERFORMANCE IN SMALL AND MEDIUM ENTERPRISES Udayana, Ida Bagus Nyoman; Farida, Naili
ASEAN Marketing Journal Vol. 12, No. 1
Publisher : UI Scholars Hub

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Abstract

Research Aims: This research examines the research gap between adaptive selling and the salespeople’s performance. There is an inconsistency of research results among marketing researchers. This study extends the previous marketing literature to customer network-based marketing. Design/Methodology/approach: The research data were collected from 300 salesperson in the field of small and medium enterprises. The data analysis used a structural equation model and Sobel tests. The findings of the research: Research findings show that the effectiveness of customer networking capability functions as an intervention between adaptive selling and salespeople’s performance. Adaptive selling, interaction quality, and perceived interpersonal skills have a significant positive effect on the effectiveness of customer networking capability and salespeople’s performance. Theoretical Contribution/Originality: The current study develops networking theory and tries to contribute to the literature, which serves as a step towards broadening the concept of customer networking. Practitioner/Policy Implication: Managers can also build a network of customers who can communicate well. This communication supports long-term relationships and mutual benefits between customers and the company. To sustain long-term relationships, a company monitors customers through the network of effective communication. Research limitation/Implication: As this research was undertaken in Indonesia, the collected data merely represents the country’s sales and marketing situations. The findings may not apply in all countries. Conducting the same type of research in other Asian countries can test the accuracy of the model empirically.
THE ROLE OF CUSTOMER NETWORKING CAPABILITY EFFECTIVENESS IN ENHANCING THE SALESPEOPLE’S PERFORMANCE IN SMALL AND MEDIUM ENTERPRISES Udayana, Ida Bagus Nyoman; Farida, Naili
ASEAN Marketing Journal Vol. 12, No. 2
Publisher : UI Scholars Hub

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Abstract

Research Aims: This research examines the research gap between adaptive selling and the salespeople’s performance. There is an inconsistency of research results among marketing researchers. This study extends the previous marketing literature to customer network-based marketing. Design/Methodology/approach: The research data were collected from 300 salesperson in the field of small and medium enterprises. The data analysis used a structural equation model and Sobel tests. The findings of the research: Research findings show that the effectiveness of customer networking capability functions as an intervention between adaptive selling and salespeople’s performance. Adaptive selling, interaction quality, and perceived interpersonal skills have a significant positive effect on the effectiveness of customer networking capability and salespeople’s performance. Theoretical Contribution/Originality: The current study develops networking theory and tries to contribute to the literature, which serves as a step towards broadening the concept of customer networking. Practitioner/Policy Implication: Managers can also build a network of customers who can communicate well. This communication supports long-term relationships and mutual benefits between customers and the company. To sustain long-term relationships, a company monitors customers through the network of effective communication. Research limitation/Implication: As this research was undertaken in Indonesia, the collected data merely represents the country’s sales and marketing situations. The findings may not apply in all countries. Conducting the same type of research in other Asian countries can test the accuracy of the model empirically.
PERCEIVED VALUE AND TRUST TOWARDS PATIENT LOYALTY: A LITERATURE REVIEW Salsabila Az Zahra; Naili Farida; Septo Pawelas Arso
TEKNOLOGI MEDIS DAN JURNAL KESEHATAN UMUM Vol 6 No 1 (2022): Medical Technology and Public Health Journal March 2022
Publisher : UNUSA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/mtphj.v6i1.3214

Abstract

Increasing patient loyalty through patient-provider relationships becomes the key factor in medical providers’ successes. Perceived value is the long-term value that customers provide to hospitals. The creation of added value for customers, and increasing the level of satisfaction will make a major contribution to the possibility of customers staying, and customers are increasingly valuable to service providers. This study explored the mediated relationship between patients’ perceived value, trust, and patient loyalty. This study aims to examine the perceived value and trust in patient loyalty both in hospitals and medical centers. This literature review study was searched from 3 databases, namely PubMed, Scopus, and Google Scholar published between January 1, 2018-May 31, 2022. Inclusion criteria were research on medical care loyalty, experience in the patient's perceived value of hospital services, and patient’s trust in the hospital. A total of 11 from 86 articles found were selected for review. Based on 11 articles that have been reviewed discussing customer value and trust in patient loyalty. Hospital and Medical Center as health provider has a relationship between patients’ perceived value of medical services, commitment to the patient-provider relationship, and patient loyalty. Furthermore, when the patient demonstrated higher levels of trust in a healthcare provider, the relationship of perceived value, commitment, and patient loyalty was also enhanced.
The Effect of Brand Equity and Customer Value in Repeat Visits of the Patients at Dr. Gunawan Mangunkusuma Regional General Hospital Putri, Maria Novencia Dwi Armita; Farida, Naili; Arso, Septo Pawelas
Journal of Public Health for Tropical and Coastal Region Vol 6, No 1 (2023): Journal of Public Health for Tropical and Coastal Region
Publisher : Faculty of Public Health, Universitas Diponegoro, Semarang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jphtcr.v6i1.17601

Abstract

Introduction: Patient visits at dr. Gunawan Mangunkusuma Regional General Hospital in 2020-2021 has increased by 9.78%. However, there is a decrease in the level of patient satisfaction with the services provided. This study aims to examine whether brand equity and customer value with the mediating factor of customer satisfaction affect repeat visits of the patients to dr. Gunawan Mangunkusumo Regional General Hospital. Methods: This type of research is a quantitative approach. The time of the study was in July 2022. The sample in the study was 185 patients using a purposive sampling technique. Linearity analysis in this study was carried out using SmartPLS.Results: The results showed that brand equity had a positive effect on patient satisfaction with a t-count of 4.006 > 1.96 (p<0.05). Brand equity has a positive effect on patient repeat visits with at value of 2,449 > 1.96 (p <0.05). Customer value has a positive effect on patient satisfaction with a t-value of 10,889 > 1.96 (p <0.05). Customer value also has a positive effect on patient repeat visits with a t value of 2,247 > 1.96 (p <0.05). Patient satisfaction has a positive effect on repeat visits of the patients with a t value of 2,869 > 1.96 (p <0.05). The mean repeat visits of the patients variable is 3.76. There are still indicators with a mean <3.76, namely RV1 and RV4Conclusion: The conclusion from this study is that brand equity and customer value greatly influence patient satisfaction and patient satisfaction greatly influences repeat visits. The hospital should be more aggressive in promoting the existence of the hospital to the community, assessing the suitability of prices paid by patients with the services received, reviewing service procedures at the hospital, and improving the HR department that handles patients so that customer satisfaction increases and repeats visits as well increase.
PENGARUH SERVICE QUALITY DAN TRUST TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING (STUDI PADA PELANGGAN ICONNET PT. ICON PLUS SEMARANG) Rossi, Figo Fadlillah; Farida, Naili; Prabawani, Bulan
Jurnal Ilmu Administrasi Bisnis Vol 12, No 4 (2023)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2023.39755

Abstract

Semakin berkembangnya zaman, inovasi fasilitas internet juga semakin berkembang dan beragam. Saat ini salah satu fasilitas internet yang populer digunakan di kalangan masyarakat adalah wifi. Hal tersebut didukung dengan semakin bermunculan perusahaan – perusahaan penyedia jasa internet service provider di Indonesia, sehingga mempermudah masyarakat untuk berlangganan. Tingginya minat masyarakat untuk berlangganan menyebabkan persaingan ketat bagi para penyedia jasa internet service provider. Untuk mempertahankan perusahaan dan memenangkan persaingan, perusahaan harus menjadikan kepuasan pelanggan sebagai prioritas utama agar perusahaan dapat bersaing dengan perusahaan lainnya, dan memberikan kepuasan kepada pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh antara service quality dan trust melalui kepuasan pelanggan terhadap loyalitas pelanggan ICONNET PT. Icon Plus Semarang. Penelitian ini termasuk kedalam Penelitian Eksplanatori, dan menggunakan non-probability sampling serta purposive sampling sebagai teknik pengambilan sampel. Sampel yang digunakan ialah 100 orang yang sudah pernah berlangganan ICONNET. Penelitian ini menggunakan uji validitas, uji reliabilitas, koefisien korelasi, koefisien determinasi, uji t, dan analisis jalur dengan alat bantu aplikasi SPSS 21. Hasil penelitian menunjukkan adanya pengaruh positif dan signifikan dari masing- masing variabel, yaitu service quality dan trust terhadap loyalitas pelanggan serta kepuasan pelanggan. Hasil uji penelitian menghasilkan bahwa terdapat pengaruh positif dan signifikan pada setiap hubungan antar variabel. Hasil uji analisis jalur juga menunjukkan bahwa kepuasan pelanggan berperan sebagai variabel mediasi parsial, yaitu service quality dan trust secara tidak langsung memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan.As the times progress, innovation in internet facilities is also growing and diversifying. Currently one of the internet facilities that are popularly used among the public is wifi. This is supported by the increasing emergence of internet service provider companies in Indonesia, making it easier for people to subscribe. The high public interest in subscribing has caused intense competition for internet service providers. To maintain the company and win the competition, companies must make consumer statisfaction a top priority so that companies can compete with other companies, and provide statisfaction to their consumers. This study aims to determine the effect between service quality and trust on customer loyalty through satisfaction on customers ICONNET of PT. Icon Plus Semarang. This research uses validity test, reliability test, correlation coefficient, coefficient of determination, t test, and path analysis with SPSS 21 application tools. The results of the research show that there is a positive and significant influence of each variable, namely service quality and trust on interest. customer loyalty and customer satisfaction. The results of the research test show that there is a positive and significant influence on each relationship between variables. The path analysis test results also show that customer satisfaction acts as a partial mediating variable, namely service quality and trust indirectly have a positive and significant influence on customer loyalty through customer satisfaction.
The Influence of Green Marketing on Repurchase Intention and Customer Loylaty Through Customer Satisfaction as a Mediation Variable SAFITRI, Retno Vivi; NGATNO, Ngatno; FARIDA, Naili
Journal of Tourism Economics and Policy Vol. 4 No. 1 (2024): Journal of Tourism Economics and Policy (January - March 2024)
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/jtep.v4i1.972

Abstract

This research aims to determine the direct influence of green marketing on repurchase intention and customer loyalty and how much customer satisfaction is a mediating variable between Green Marketing on Repurchase Intention and Customer Loyalty on Uniqlo products. The research method used uses a quantitative approach with the explanatory research type. The sample used was 270 respondents, and data collection was done using a questionnaire. The dependent variable in this research is Green Marketing (X). In contrast, the independent variables are Repurchase Intention and Customer Loyalty (Y), while the Customer Satisfaction variable is a Mediation variable (Z). Data analysis used in this research uses the Smart Partial Least Square (PLS) method. The study's hypothesis testing yielded significant findings. Firstly, green marketing positively impacts customer satisfaction, loyalty, and repurchase intention for Uniqlo products, supported by prior research. Secondly, customer satisfaction and loyalty are interlinked, as validated by existing literature. Thirdly, the influence of green marketing through customer satisfaction and repurchase intention significantly affects customer loyalty. These findings emphasize the importance of green marketing strategies in enhancing customer relationships and brand loyalty for Uniqlo products.
The Influence of Social Capital and Marketing Capability on Marketing Performance Through Innovation as a Mediating Factor : Study Of Batik Tulis Kebon Indah MSMEs In Bayat Klaten Wibowo, Sugeng; Farida, Naili; Dewi, Reni Shinta
Jurnal Bisnis dan Manajemen Vol. 11 No. 2 (2024): Jurnal Bisnis dan Manajemen Volume 11 Nomor 2 Tahun 2024
Publisher : University of Merdeka Malang

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Abstract

This study explores the significance of Micro, Small, and Medium Enterprises (MSMEs), particularly within the batik industry, in Indonesia's economic landscape. The research focuses on the impact of social capital and marketing capability on marketing performance, with innovation serving as a mediating factor. The study concentrates on the Kebon Indah Batik Tulis MSMEs in Bayat, Klaten, employing the Resources Based View (RBV) theoretical framework. A quantitative methodological approach was implemented, utilizing questionnaires with a five-point Likert scale to gather data from 100 respondents. The data analysis was conducted using Structural Equation Modeling (SEM) through Smart-PLS version 4.1.0.4. Findings indicate that social capital and marketing capability exert positive and significant influences on both innovation and marketing performance. Moreover, innovation is demonstrated to mediate the relationship between social capital and marketing capability with marketing performance. These results offer valuable insights for MSME stakeholders in identifying crucial factors affecting marketing performance. Future research recommendations include employing qualitative methods to gain deeper insights into the variables and their interaction patterns. Additionally, investigating Batik Tulis MSMEs with diverse characteristics is suggested to enhance the generalizability of the findings.
Analisis Pengaruh Nilai Pelanggan terhadap Kepuasan Pasien di Rumah Sakit: Literature Review: Analysis of the effect of customer value on patient satisfaction in hospitals: Literature Review Christanto, Yonathan Ardhana Christanto; Naili Farida; Septo Pawelas Arso
Media Publikasi Promosi Kesehatan Indonesia (MPPKI) Vol. 7 No. 2 (2024): February 2024
Publisher : Fakultas Kesehatan Masyarakat, Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/mppki.v7i2.4941

Abstract

Latar belakang: Untuk meningkatkan nilai pelanggan diperlukan adanya kepuasan pasien. Angka kepuasan pasien pada tahun 2020 di Kenya 40,4 %, di India 34,4 % dan di Indonesia 42,8% dimana angka kepuasan di Indonesia maupun di luar negeri masih tergolong rendah. Tujuan: Untuk menganalisis pengaruh nilai pelanggan terhadap kepuasan pasien di rumah sakit menggunakan literature review. Metode: Pencarian literatur ini menggunakan 5 (Lima) data base online dan dalam pencarian artikel penelitian ini menggunakan metode PRISMA. Pembatasan tahun artikel terkait yaitu 10 tahun terakhir diantara tahun 2013 sampai dengan tahun 2023. Hasil: Nilai pelanggan merupakan persepsi pelanggan tentang keseimbangan manfaat yang diterima dengan pengorbanan yang diberikan untuk mendapatkan suatu manfaat. Dimensi pelanggan terdiri dari 4 aspek utama yakni emotional value atau nilai emosional, performance value atau nilai kualitas,price value atau nilai harga. Menurut Lailatul Maghfiroh (2017) menyebutkan hasil penelitiannya menyebutkan bahwa gambaran Costumer Perceived Value (CPV) di RSUD Dr. soedono Madiun sebagian besar mempunyai CPV tinggi dan 45% diantaranya CPV sedang dan rendah. Besarnya pengaruh nilai pelanggan terhadap kepuasan pasien rawat jalan di poliklinik santosa hospital bandung central sebesar 50,6%. Nilai pelanggan memiliki pengaruh langsung terhadap kepuasan pasien dengan menggunakan metode SEM-PLS nilai signifikasi 0,01 dan nilai koefisien determinasi R2= 0,47 yang menunjukkan bahwa kepuasan pasien sebesar 47% dapat dipengaruhi oleh variasi nilai pelanggan sedangkan sisanya 53% dapat dipengaruhi oleh variabel lain yang tidak diteliti. Semakin tinggi nilai pelanggan maka akan semakin tinggu pula tingkat kepuasan yang akan dirasakan. Kesimpulan: Nilai pelanggan berpengaruh secara signifikan dengan kepuasan pasien rumah sakit namun kepuasan pasien juga berpengaruh dengan faktor lain seperti kualitas pelayanan dan loyalitas pasien. Diharapkan rumah sakit dapat meningkatkan kepuasan pasien dengan meningkatkan mutu pelayanan dan meningkatkan nilai bagi penaggan dengan cara memberikan hal-hal positif bagi pasien.
Model of Relationship Marketing and E-Commerce in Improving Marketing Performance of Batik SMEs Farida, Naili; Naryoso, Agus; Yuniawan, Ahyar
JDM (Jurnal Dinamika Manajemen) Vol 8, No 1 (2017): March 2017
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v8i1.10408

Abstract

Various models of relationship marketing were developed with the aim to create sustainable performance. Old model of marketing is a conventional marketing that only rely on face to face marketing. However, in line with the advances in market information technology, customers should be pampered and served well. E-commerce and E-business is the application of busi-ness operations conducted through the Internet so that it can expand product marketing both in national and international markets. The purpose of this study is to develop and test models of relationship marketing, that is, the relationship among determinants of marketing performance increase. Sample in this study is 41 Batik SME owners in Semarang City. The analysis used in this study is the SEM-PLS. Data processing in this study uses the Smart PLS. The results of this study indicate that: (1) social capital has no influence on market capabilities; (2) relation-ship quality has influence on market capabilities; (3) entrepreneurial orientation has influence on social capital; (4) market capabilities has influence on marketing performance; (5) e-com-merce has influence on marketing performance, meaning that a better e-commerce or online marketing will be able to improve the marketing performance of SMEs.
Determinants of Marketing Performance: Innovation, Market Capabilities and Marketing Performance Farida, Naili
JDM (Jurnal Dinamika Manajemen) Vol 7, No 1 (2016): March 2016
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i1.5759

Abstract

This research aim to analyze causality influence between innovations, market capability, social modal, entrepreneurs oriented into marketing performance. Organizational innovations is a basic focus on Total  Quality Management. Innovation has a role to technological development and competitive economy environment. The sample technique used is Purpusive sampling amount 58 respondent owner of Batik Small Medium Enterprise known as UKM.  Small businesses have small medium or medium can grow and develop so that it is able to increase its product and sustainability efforts on the creative industry. The technique analysis used is Parsial Least Square (PLS), this result shows entrepreneur orientation doesn’t influence into market capability and social modal, innovation has positive influence and significance into market capability and marketing performance. This results shows innovation has important role in advantaging market capability while influencing to increase marketing performance of Small Medium Enterprise known as UKM. Penelitian ini bertujuan untuk menganalisis pengaruh kausalitas antara inovasi, kemampuan pasar, modal sosial, pengusaha berorientasi ke kinerja pemasaran. Inovasi organisasi adalah dasar TQM. Inovasi mempunyai peran pentinga dalam pengembangan teknologi dan lingkungan yang penuh persaingan. Teknik sampel yang digunakan adalah Purposive Sampling jumlah 58 pemilik responden dari Batik Kecil Menengah dikenal sebagai UKM. UKM dapat tumbuh dan berkembang melalui industri kreatif. Teknik analisis yang digunakan adalah Parsial Least Square (PLS), hasil ini menunjukkan orientasi entrepreneur tidak mempengaruhi ke kemampuan pasar dan modal sosial, inovasi berpengaruh positif dan signifikan dalam kemampuan pasar dan kinerja pemasaran. Hal ini menyebabkan menunjukkan inovasi memiliki peran penting dalam advantaging kemampuan pasar sementara yang mempengaruhi untuk meningkatkan kinerja pemasaran Kecil Menengah dikenal sebagai UKM.
Co-Authors Aditya Nugraha Agung Budiatmo Agung Budiatmo Agus Naryoso Agustina Cahya Kusmita ahmad yani Ahyar Yuniawan Ali Djamhuri Alifa Nasyahta Rosiana Amelinda, Talitha Andi Wijayanto Apoina Kartini Apriatni Endang Prihartini Ari Pradhanawati Asa Ridho Nursinggih Asha Salsabila Asri Bill Ovid Panjaitan Bintang Yuniar, Bintang Bulan Prabawani Christanto, Yonathan Ardhana Christanto Damas Ade Priambodo Dyah Primasari Edi Sudrajat Errisa Dila Ayunda Faizal Luthfi Fandhira, Novalia Larissa Fatin, Sania Khairunissa Fipit Alam Pratama Widian Sari Fitriandini Dwi Parastiwi Fitriandini Dwi Parastiwi Giska Ova Gradistya, Giska Ova Hardi Warsono Hari Susanta Nugraha Heppy Widya Antika Ida Bagus Nyoman Udayana Intan Nur Maharani Ishmah Parameswari Hafi, Ishmah Parameswari Jay Satriadi Danendra Khurita Desi Harsanti Lesmanawati, Diana Lintang Tyas Kristanti Mardikawati Woro Marten Hanura, Marten Maulana Ichsan Maulana Ichsan Mia Yuristika, Mia Mochamad Taufiq Muhammad Ivan Aliyan Muhammad Taufan R Prakoso Naila Shabrina Assegaf Natasha Sonia Putri Aurellia Ngatno Ngatno Ngatno Ngatno Nikmatul Afiyah Nisrina Kamilah Noor Septi Lestari Noviasari Dewi Eka Nuha, Zahrotun Ulin Paramitha Agdina Pusparini Prasetya, Dony Eka Putri, Maria Novencia Dwi Armita Rahmanda, Fakhri Reni Shinta Dewi Retno Kusniati Reyhan Adimas Agung Ridho Rahman Rintasari, Dias Riswan, Muhammad Syahendra Robetmi Jumpakita Pinem Rossi, Figo Fadlillah Sabrina Rahma Cipta SAFITRI, Retno Vivi Salsabila Az Zahra Santoso, Verensia Audre Sari Listiyorini Sari Listyorini Sari Listyorini Sari Listyorini Saryadi Saryadi Septianing, Aldilla Dwi Septo Pawelas Arso Sudiro Sudiro Tri Yuniningsih Triyani Rahmadewi, Triyani Vanny Fajryanti Verissa Rana Khansa Wahid Abdulrahman, Wahid Wibowo, Sugeng Widayanto Widayanto Widayanto Widayanto Widayanto Widiartanto Widiartanto