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All Journal Jurnal Penelitian dan Pendidikan IPS Jurnal Ekonomi Modernisasi Jurnal Riset Mahasiswa Manajemen (JRMM) Journal of Economics, Business, & Accountancy Ventura Jurnal Pengabdian Kepada Masyarakat (Indonesian Journal of Community Engagement) Jurnal Terapan Abdimas Jurnal Manajemen dan Kewirausahaan (JMDK) Jurnal Studi Manajemen dan Bisnis JPM (Jurnal Pemberdayaan Masyarakat) MBR (Management and Business Review) Jurnal Riset Pendidikan Ekonomi Jurnal Administrasi dan Manajemen Pendidikan JEMA: Jurnal Ilmiah Bidang Akuntansi dan Manajemen MATAPPA: Jurnal Pengabdian Kepada Masyarakat CAPITAL: JURNAL EKONOMI DAN MANAJEMEN SEIKO : Journal of Management & Business JURNAL PENGABDIAN KEPADA MASYARAKAT Jurnal Peternakan (Jurnal of Animal Science) Conference on Innovation and Application of Science and Technology (CIASTECH) WIDYA LAKSANA YUME : Journal of Management Dinasti International Journal of Education Management and Social Science Jurnal ABDINUS : Jurnal Pengabdian Nusantara JAMP : Jurnal Administrasi dan Manajemen Pendidikan REMIK : Riset dan E-Jurnal Manajemen Informatika Komputer Abdimas Galuh: Jurnal Pengabdian Kepada Masyarakat Jurnal Manajemen Universitas Bung Hatta Patria : Jurnal Pengabdian Kepada Masyarakat Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Journal La Bisecoman Empowerment Society Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS) Jurnal Locus Penelitian dan Pengabdian Journal of Islamic Education Management JAPI: Jurnal Akses Pengabdian Indonesia Jurnal Karya Abdi Masyarakat Jurnal Indonesia Sosial Teknologi Jurnal Pendidikan Indonesia (Japendi) PERMANA : Jurnal Perpajakan, Manajemen, dan Akuntansi Eduvest - Journal of Universal Studies Journal of Tourism, Culinary, and Entrepreneurship (JTCE) Prosiding Seminar Nasional Pengabdian Masyarakat Jurnal Pengabdian West Science Journal of Economics and Management Scienties Qomaruna Jurnal Ilmiah Kesehatan Sandi Husada International Journal of Economics and Management Research
Endi Sarwoko
Universitas Ciputra Surabaya
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Analisis Pengaruh Reward System dan Kepuasan Kerja Terhadap Turnover Intention yang Dimediasi Stress Kerja pada Industri Telekomunikasi Adinata, Faris; Sarwoko, Endi; Harianto, Eric
JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL Vol. 6 No. 2 (2025): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Februari - Maret 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v6i2.4055

Abstract

Lingkungan bisnis yang semakin kompetitif menjadikan urgensi untuk memahami mengenai dinamika antara faktor-faktor sebagai kunci guna mengembangkan strategi retensi karyawan yang efektif. Tujuan penelitian ini untuk menggali peran mediasi dari stres kerja atas efek reward system dan kepuasan kerja terhadap niat berpindah karyawan PT. Blue Ocean Heart. Metode penelitian ini merupakan penelitian kuantitatif dengan menggunakan pendekatan kausal, di mana 132 karyawan dijadikan sampel dengan teknik purposive sampling. Data dikumpulkan melalui kuesioner dengan skala Likert 5 poin, sedangkan analisis dilakukan menggunakan Structural Equation Model (SEM) dan diolah menggunakan Smart-PLS 4.0. Hasil penelitian didapati bahwa reward system yang efektif secara signifikan meningkatkan kepuasan kerja karyawan, yang pada gilirannya berkontribusi pada pengurangan niat berpindah. Stres kerja berperan sebagai mediator antara kepuasan kerja dan niat berpindah, namun tidak sepenuhnya memediasi hubungan antara sistem reward dan niat berpindah. Intervensi yang fokus pada penguatan sistem penghargaan adaptif dan peningkatan kepuasan kerja karyawan dapat menjadi strategi yang efektif untuk mengurangi turnover intention.
Pengaruh Efikasi Diri terhadap Kinerja Penjualan: Model Mediasi dari Learning Capability Iwan Pakpahan; Yuli Dewi; Endi Sarwoko
Jurnal Pendidikan Indonesia Vol. 6 No. 5 (2025): Jurnal Pendidikan Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i5.7813

Abstract

Dalam industri otomotif yang kompetitif, kinerja tenaga penjual menjadi faktor krusial dalam meningkatkan daya saing perusahaan. Efikasi diri berperan penting dalam membentuk kepercayaan diri tenaga penjual untuk mencapai target, sementara kapabilitas belajar memungkinkan mereka untuk terus beradaptasi dan meningkatkan keterampilan dalam menghadapi dinamika pasar. Penelitian ini bertujuan untuk menganalisis pengaruh efikasi diri terhadap kinerja penjualan dengan kapabilitas belajar sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif, dengan data dikumpulkan melalui penyebaran kuesioner kepada 64 tenaga penjual di Dealer Agung Toyota Kepri. Analisis data dilakukan dengan metode Structural Equation Modeling-Partial Least Squares (SEM-PLS) untuk menguji hubungan antar variabel. Hasil penelitian menunjukkan bahwa efikasi diri berpengaruh positif dan signifikan terhadap kinerja penjualan, baik secara langsung maupun melalui kapabilitas belajar sebagai mediator. Temuan ini menegaskan bahwa tenaga penjual dengan efikasi diri tinggi cenderung memiliki kinerja lebih baik, terutama jika didukung oleh kapabilitas belajar yang kuat. Namun, penelitian ini memiliki keterbatasan, seperti cakupan yang hanya mencakup satu perusahaan otomotif, sehingga hasilnya tidak dapat digeneralisasikan ke sektor lain. Selain itu, penggunaan kuesioner self-reported berpotensi menimbulkan bias subjektif dalam menilai efikasi diri dan kapabilitas belajar. Penelitian ini juga bersifat cross-sectional sehingga tidak menangkap dinamika perubahan jangka panjang. Implikasi dari penelitian ini memberikan wawasan bagi manajer dan pemilik bisnis otomotif dalam merancang strategi pelatihan yang efektif untuk meningkatkan efikasi diri dan kapabilitas belajar tenaga penjual, guna mendongkrak kinerja dan daya saing perusahaan.
The Influence of Service Quality, Consumer Satisfaction, and Punishment On Willingness To Pay Service Management Fees Ardiansyah, Darmawan; Teofilus , Teofilus; Sarwoko , Endi
Dinasti International Journal of Education Management And Social Science Vol. 5 No. 6 (2024): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v5i6.2879

Abstract

In developing a real estate area, the developer plans a new life after the handover of the units and creating a new good life, it must be supported by quality area management as well, so that residents feel the benefits of paying Service Management Fees. The purpose of this study is to provide a more complete picture of the effect of service quality, customer satisfaction, and punishment on willingness to pay Service Management Fees. Quality area management is the basic thing that residents in an area want, such as maintaining good facilities for infrastructure and public facilities, cleanliness, waste management, security that can provide a sense of security to residents, park / greening maintenance, clean water management, but to be able to create quality management certainly requires sufficient costs from the receipt of Service Management Fee payments. In addition to quality management, customer satisfaction can emerge over the purchase of property from brand famous developers, the handover of the time, good quality products, the premium service features usually reserved by hotel and apartments, the application of consumer services, a good relationship with consumers, the events of community, customer loyalty programs that can bring benefits for consumers. This research suggests that the quality of service dan customer satisfaction highly important influence the willingness to pay IPL and the other side punishment can not be moderating willingness to pay service management fees.  
The Effect of Service Quality In Shaping Consumer Purchase Intention With Positive Perception As A Mediating Variable (Study In CitraGarden City Jakarta) Ngadimun, Tony; Teofilus , Teofilus; Endi Sarwoko
Dinasti International Journal of Education Management And Social Science Vol. 5 No. 6 (2024): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v5i6.2894

Abstract

The aim of this research is to investigate how the service quality of a product influences consumer purchase intentions through positive perceptions as a mediator. The research aims to understand whether consumers tend to buy a product because they have a positive perception of the quality of the service provided, and how this positive perception mediates the relationship between service quality and purchase intention. In this context, "positive perception" can include consumers' views or evaluations of various aspects of the product, such as reliability, speed of service, responsiveness to customer needs, ease of use, and so on. Meanwhile, "purchase intention" reflects the consumer's tendency or willingness to buy the product within a certain time period. By using mediating variables, this research seeks to explore the mechanisms underlying how service quality influences purchase intentions through its influence on positive perceptions. With a deeper understanding of these factors, companies can improve their marketing and service strategies to more effectively influence consumer purchasing behavior. This research was conducted on consumers who had purchased products with a total of 168 consumers from various domiciles including: North Jakarta, West Jakarta, Central Jakarta, Tangerang, and other domiciles. This research uses descriptive quantitative methods because of clear measurement of the variables directly involved, in-depth statistical analysis, generalization of results to represent a wider population, making it possible to make generalizations about the relationship between the observed variables so that the research results can be more relevant in general. general, and the objectivity of the data collected is numerical and the analysis uses established statistical techniques so as to help reduce subjective bias in the interpretation of results. The research results show that the quality of consumer service has an influence in forming consumer purchase intentions with positive perceptions.  
The Impact of Social Media Marketing on Celkeku Purchase Decision Through Brand Image and Brand Awareness Eklezia, Sherina; Riza, Fahrul; Sarwoko, Endi
Eduvest - Journal of Universal Studies Vol. 5 No. 5 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i5.51238

Abstract

With the rapid growth of digital business, Micro, Small, and Medium Enterprises (MSMEs) must adapt their marketing strategies, particularly through Social Media Marketing (SMM), to remain competitive and increase market visibility. Despite their significant contribution to Indonesia’s economy, many MSMEs face challenges in effectively leveraging SMM. This study examines the impact of SMM on Brand Image (BI), Brand Awareness (BA), and Purchase Decision (KP) using Celkeku, an online cake shop, as the research object. Data were collected via a survey of 150 Celkeku customers and analyzed using Structural Equation Modeling (SEM) to evaluate relationships among variables. The findings show that SMM positively influences BI and BA, but BA does not significantly affect KP. Instead, BI serves as a mediating variable that strengthens the influence of SMM on KP, highlighting the crucial role of brand image in consumers’ purchase decisions. This study supports the Theory of Planned Behavior and Consumer Decision-Making Theory within the context of digital marketing for MSMEs. Moreover, the results suggest that enhancing brand awareness alone is insufficient; MSMEs must prioritize strengthening brand image and delivering quality customer experiences to build trust, satisfaction, and product differentiation, which subsequently impact purchase decisions. Limitations include the cross-sectional design, a sample limited to Celkeku customers, and potential respondent bias. Future research is recommended to adopt mixed methods to explore psychological and emotional factors influencing purchasing decisions in digital businesses.
Menantea's Strategy to Attract Gen-Z: The Influence of Brand Image, EWOM, and Lifestyle on Repurchase Intention Verdiana, Erika; Riza, Fahrul; Sarwoko, Endi
Eduvest - Journal of Universal Studies Vol. 5 No. 6 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i6.51434

Abstract

This research aims to analyze the influence of brand image, EWOM, and lifestyle on repurchase intention for Menantea brand among Generation Z in Java Island. The study is motivated by the decline in purchases of Menantea products which has led to the closure of many outlets in a relatively short time. The research uses the Theory of planned behavior, which explains that a person's behavior is influenced by their intention to perform that behavior. This intention is determined by three main factors: Theory of planned behavior, subjective norms, and perceived behavioral control. The methodology employed in this study is quantitative descriptive research using questionnaires as research instruments. The targeted respondents are Gen-Z individuals born between 1997-2012, residing in Java Island, who have previously purchased Menantea products. The sample size consists of 100 respondents. This research is expected to provide valuable contributions to Menantea's marketing and branding teams as well as other companies across various business sectors in formulating more effective strategies to enhance repurchase intention. The results indicate that brand image does not significantly affect Menantea's repurchase intention, while EWOM and lifestyle show significant positive influences on repurchase intention among Generation Z consumers of Menantea in Java Island.
The influence of employee productivity and service quality of front office department on job satisfaction mediated by work motivation in the hospitality sector Pujiati, Rina; Nainggolan, Romauli; Sarwoko, Endi
Bahasa Indonesia Vol 5 No 1 (2025): APRIL 2025
Publisher : School of Tourism, Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/jtce.v5i1.5440

Abstract

This study focuses on how staff productivity and service quality of the front office department affect job satisfaction, with work motivation as a mediating variable in the hospitality sector The objectives are to determine how employee productivity affects job satisfaction, evaluate how service quality affects job satisfaction, and examine how work motivation functions as a mediating factor among productivity, service quality, and job satisfaction. Front desk staff at a number of Indonesian hotels completed a questionnaire with a Likert scale of 1–5, which was used to gather data using quantitative methods. Job satisfaction, work motivation, service quality, and employee productivity were among the variables examined. Data analysis was conducted using SEM-PLS (Structural Equation Modeling-Partial Least Squares) in Smart-PLS statistical software. Validity and reliability testing were also conducted to make sure the study tool was suitable. The analysis on the 79 responses collected via google forms revealed that while job satisfaction is less significantly impacted, employee productivity and service quality have a considerable impact on work motivation. It is discovered that work motivation plays a significant part in raising job satisfaction.
Peningkatan Nilai Tambah Produk Dupa Melalui Pelatihan Pengemasan Sarwoko, Endi; Nurfarida, Iva Nurdiana
Jurnal Pengabdian West Science Vol 4 No 06 (2025): Jurnal Pengabdian West Science
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/jpws.v4i06.2307

Abstract

Masalah yang dihadapi oleh home industry Dewa Harum Sari di Desa Petungsewu, Kecamatan Wagir, Kabupaten Malang, adalah kinerja penjualannya tidak mengalami pertumbuhan dari tahun ke tahun. Masalah ini terjadi karena Dewa Harum Sari hanya membuat dupa setengah jadi, dan produksinya hanya berdasarkan pesanan dari distributor. Tujuan pengabdian untuk meningkatkan pendapatan dengan memberikan pelatihan tentang cara mengemas dupa dan menghasilkan produk siap jual. Diharapkan solusi ini akan meningkatkan pendapatan karena produk jadi memiliki nilai tambah lebih tinggi dan lebih menguntungkan daripada dupa setengah jadi.  Diversifikasi produk melalui penjualan produk dupa wangi, home industry Dewa Harum Sari dapat menarik basis pelanggan yang lebih luas dan meningkatkan daya tarik mereknya. Metode pengabdian menggunakan pendekatan community-based participatory yang melibatkan pemilik usaha untuk berpartisipasi secara aktif dalam proses mulai dari menemukan masalah dan menemukan solusi. Pemilik usaha juga dilibatkan dalam kegiatan yang dilaksanakan, seperti pelatihan dan pendampingan dalam pembuatan kemasan produk, yang mencakup desain label, desain kemasan, dan variasi isi kemasan.  Hasil dari pelatihan dan bantuan ini, Dewa Harum Sari sekarang dapat menjual dupa wangi dengan merek DHS sambil tetap menjual produk utamanya dupa setengah jadi. Pemasaran awal produk dupa wangi ini masih di wilayah Kabupaten Malang. Strategi diversifikasi produk yang diterapkan dalam kegiatan pengabdian mampu memberikan solusi berupa peningkatan penjualan dan peningkatan pendapatan.
Adaptation of the Star Intrapreneur Framework to Team Performance with Knowledge Sharing Behavior Mediationand Moderationsof Organizational Culture, Job Level, and Length of Employment: A Study atPT. XYZ Division XYZ-01 Hadisantoso, Edoardus; Bernardus, Denny; Lie, Teofilus; Sarwoko, Endi
Jurnal Locus Penelitian dan Pengabdian Vol. 4 No. 7 (2025): JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v4i7.4491

Abstract

In an era of dynamic industrial competition, organizations are required to adopt innovative strategies to improve team performance. The Intrapreneur Bintang Framework emerges as a strategic approach to fostering intrapreneurial behavior within organizations. However, its effectiveness has primarily been studied in SMEs, with limited empirical evidence in large-scale industries such as biotechnology. Grounded in the Knowledge-Based View (KBV), this study aims to examine the influence of the Intrapreneur Bintang Framework on Team Performance, with Knowledge Sharing Behavior (KSB) as a mediating variable and Organizational Culture as a moderating variable. This quantitative study surveyed 106 respondents from five strategic divisions at PT. XYZ (XYZ-01) and employed PLS-SEM analysis. The results indicate that the framework has a significant influence on both KSB and Team Performance, directly and indirectly. However, the mediating effect of KSB is partial and weaker than the direct path. Organizational Culture did not significantly moderate the relationship. Similarly, the control variables of Position Level and Tenure yielded non-significant results, although coefficient directions suggest that junior and non-managerial employees are more responsive to intrapreneurial values. Theoretically, these findings extend the KBV framework by emphasizing the role of social and cultural dynamics in knowledge sharing. Practically, organizations should cultivate a systematic and organization-wide knowledge-sharing culture. Therefore, future research is encouraged to explore how each dimension of the Intrapreneur Bintang Framework can be adapted or restructured, both for upper- and lower-level employees, so that the framework remains relevant and holistic across all organizational layers
The Effectiveness of Consumer Complaint Services in Improving Customer Satisfaction Mediated by Customer Experience: an Empirical Study at PT Jasa Raharja Salam, Aldino; Riza, Fahrul; Sarwoko, Endi
Eduvest - Journal of Universal Studies Vol. 5 No. 7 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i7.51472

Abstract

Customer satisfaction is a critical factor in ensuring business sustainability, particularly in service industries that rely on customer interaction. In the context of complaint handling, the effectiveness of consumer complaint services plays a key role in shaping customer experience, which in turn influences satisfaction levels. PT Jasa Raharja, as a state-owned social insurance company, faces challenges in improving the quality of its complaint services, with a significant increase in the number of complaints each year. However, surveys reveal persistent issues such as slow response times, lack of concrete solutions, and limited accessibility—factors that negatively impact both customer experience and satisfaction. This study aims to identify complaint service indicators that influence customer experience and satisfaction, and to explore the mediating role of customer experience in this relationship. A quantitative approach using Partial Least Squares – Structural Equation Modeling (PLS-SEM) and mediation analysis was employed. The findings indicate that complaint services significantly affect both customer experience and satisfaction. Furthermore, customer experience significantly mediates the relationship between complaint services and customer satisfaction. These results highlight the importance of enhancing complaint service quality to foster positive customer experiences and improve overall satisfaction.
Co-Authors Adinata, Faris Agung Yuniarianto Agung Yuniarinto Ahsan, Mohammad Akhmad Zaini, Akhmad Ali Mahmud Allowisia Rikarling Anbarini, Ratih Andi Nu Graha Andi Nu Graha Andika Wulan Febriani Andreas Jodhinata Aprilita, Selly Wulan Ardiansyah, Darmawan Ardiansyah, Fajar Arini, Iftita Yustitia Arini, Iftita Yustitia Arini Ashari, Farhan Ashari, Farhan Ashari Bagus Septivianto Bogi Akhmad Suendar Choiriyah Choiriyah Christina Whidya Utami Cosmas Gatot Haryono Darsana , Made Delviana, Ajeng Sukma Denny Bernardus Desi Rahma Putri Pratiwi Dewi, Yuli Dian Tri Mahardini Dianawati Suryaningtyas Dianawati Suryaningtyas Dwi Citra Dwi Wahyudi Eka Kurniawati Eklezia, Sherina Emon, Venansius Yunus endah andayani Endang Setyo Wati Endang Setyo Wati Eric Harianto Erick Wisdha Eko Ibtadiyanto Estri Pamungkasih Fachthurrohman, Muchammad Fachthurrohman, Muchammad Fachthurrohman Fahrul Riza Fahrul Riza Fajar Ardiansyah Frederico, Jonathan Gracia Ongkowijoyo Hadisantoso, Edoardus Hidayat, Candra Wahyu Iftita Yustitia Arini Ignastia Amanda Ilham Bima Imam Rofi’i Imam Syafi'i Irma Irma Tyasari Iva Nurdiana Iva Nurdiana Nurfaida Iva Nurdiana Nurfarida Iwan Pakpahan Jordanius, Jessica Juniardi Kari, Asmad Komilus, Connie Fay Kristina Sedayastuti Kristina Sedyastuti Kurniawan, Dedy Arik Kusumawati, Enike Dwi Kusumawati, Enike Dwi Kusumawati Lia Nur Islami Lie, Teofilus Liemansyaputri, Sabrina Lina Indrawati M. Fakhrudin Mudzakkir Madziatul Churiyah Mahmud, Ali Mahmud Manik, Yuni Mariani Maria Yulita Dhone Meinardhy, Ricky Moh. Ahsan Mohammad Ahsan Mohammad Bahrul Ulum Muchammad Ismail Hamzah Muhammad Bahrul Ulum Nancy Oktavia, Agustina Nanda Setya Putri Naumi, Mimi Ngadimun, Tony Nila Restu Wardani Nor, D. Ahmad Affaniy Nova Dwi Kusuma Wardani Nugke, Haydar Wafiq Nurdiana, Iva Nurfaida, Iva Nurdiana Oktapianus Oktapianus Pakpahan, Iwan Pamungkasih, Estri Pamungkasih Paulus Dakosta Yoman Pieter Sahertian Pinastico, Stephanus Herin Pinastico, Stephanus Herin Pinastico Pradana, Diva Cahyo Pradana, Diva Cahyo Pradana Pujiati, Rina R. Lekay, Petrus Rahmad Hidayat Rahmadina Fitria Ristanti Ramayanti, Kinta Ramayanti, Kinta Ramayanti Ristanti, Rahmadina Fitria Ristanti Rita Indah Mustikowati Romauli Nainggolan Rusmini Rusno Rusno Salam, Aldino Sedyastuti, Kristina Sindy Andani Iryanti Sitepu , Rismawati Sitepu, Rimenda Aminarosa Sri Umi Mintarti Sri Wilujeng Sri Wilujeng Sugeng Hariyanto Sugeng Haryanto Suginantra, Putu Agus Syam Rahadi Tan, Ellys Tarini Putri Rami Teofilus Teofilus , Teofilus Teofilus Teofilus, Teofilus Terusia, Erma Fina Triastutik, Julaika Ulum, Muhammad Danial Ulum, Muhammad Danial Ulum Vendy Kusumawardhana Verdiana, Erika Vinus Maulina Wahyudie, Diyan Eko Yuli Dewi Yulianti & Ninik Indawati Hartatik Yuni Yuni Zaini, Akhmad Zaini