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All Journal Jurnal Administrasi Bisnis Wacana, Jurnal Sosial dan Humaniora Journal of Management and Creative Business Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen Dan Bisnis JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, dan Akuntansi Indonesian Journal of Innovation Multidisipliner Research Edumaspul: Jurnal Pendidikan Nomico
Robby Tanod Mamusung
Politeknik Negeri Manado
Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Building Customer Loyalty through Service Quality and Customer Trust Robby Tanod Mamusung; Andriani Kusumawati; Umar Nimran; Suharyono Suharyono
Wacana Journal of Social and Humanity Studies Vol. 22 No. 4 (2019)
Publisher : Sekolah Pascasarjana Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Service quality is an important market differentiator and is an instrument that has strong competitiveness. The purpose of this research was to test and to analyze the influence of service quality towards customer trust and customer loyalty, especially in the retail industry. In such an industry, service quality is the key to improve competitiveness. The research was carried out in North Sulawesi with 135 supermarket customer as the sample. The sampling technique was purposive sampling. The research result showed that service quality had significantly positive influence either on the customer trust or customer loyalty. Besides, on the relationship between customer trust and customer loyalty, it also had significant positive finding. Such finding was in line with the concept of SERVQUAL and The Commitment-Trust Theory, stating that service quality interaction would minimize the gap between the expectation and the service received so that it would improve customer trust and eventually they would be back to shop more. The implication of such managerial research was that the supermarket leader in North Sulawesi must focus more and emphasize more on the dimension of service quality especially in terms of reliability, empathy, and warranty. The limitation of this research was the limited area of research, therefore, the area scope should be broader for the next research so that the conceptual model could be generalized.
Pengaruh Komitmen Perusahaan Terhadap Loyalitas Pelanggan Supermarket di Kota Manado Robby Tanod Mamusung; Effendy Rasjid
Jurnal Administrasi Bisnis Vol 9, No 1 (2020)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jab.v9i1.26085

Abstract

The research objective was to test and to analyze the influence of corporate commitment towards customer loyalty, especially in the retail industry. In such an industry, corporate commitment is the key to improve competitiveness. The research was carried out in Manado City with 70 supermarket customer as the sample. The sampling technique was purposive sampling. The research result showed that corporate commitment had significantly positive influence on customer loyalty. Such finding was in line with the concept of Commitment - Trust Theory, stating that Commitment-Trust is two based factors relationship marketing interaction would give a success relationship so that it would improve customer trust and eventually they would be back to shop more. The implication of such managerial research was that the supermarket leader in Manado city must focus more and emphasize more on the dimension of corporate commitment especially in terms of room is roomy or not cramped in the supermarket. Once they could be met, then costumer trust would increase, and it led to an increase in customer loyalty to shopping more and invites others to shop at the supermarket. The limitation of this research was the limited area of research, therefore, the area scope should be broader for the next research so that the conceptual model could be generalized. Tujuan penelitian ini adalah untuk menguji dan menganalisis pengaruh komitmen perusahaan terhadap loyalitas pelanggan, terutama di industri ritel. Dalam industri seperti itu, komitmen perusahaan adalah kunci untuk meningkatkan daya saing. Penelitian ini dilakukan di Kota Manado dengan sampel 70 pelanggan supermarket. Teknik pengambilan sampel adalah purposive sampling. Hasil penelitian menunjukkan bahwa komitmen perusahaan berpengaruh positif signifikan terhadap loyalitas pelanggan. Temuan tersebut sejalan dengan konsep Teori Komitmen - Kepercayaan, yang menyatakan bahwa Komitmen-Kepercayaan adalah dua faktor yang mendasari interaksi pemasaran yang akan memberikan hubungan yang sukses sehingga akan meningkatkan kepercayaan pelanggan dan akhirnya mereka akan kembali berbelanja lebih banyak. Implikasi dari penelitian manajerial tersebut adalah bahwa pemimpin supermarket di kota Manado harus lebih fokus dan lebih menekankan pada dimensi komitmen perusahaan terutama dalam hal ruang yang lapang atau tidak sempit di supermarket. Begitu mereka dapat bertemu, maka kepercayaan pelanggan akan meningkat, dan itu menyebabkan peningkatan loyalitas pelanggan untuk berbelanja lebih banyak dan mengundang orang lain untuk berbelanja di supermarket. Keterbatasan penelitian ini adalah bidang penelitian yang terbatas, oleh karena itu, ruang lingkup wilayah harus lebih luas untuk penelitian berikutnya sehingga model konseptual dapat digeneralisasi.
Improving Students' Creative Thinking Ability Through Independent Learning and Intellectual Intelligence Ferdinand Salomo Leuwol; Lindawati Lindawati; Mokhammad Wahyudin; Robby Tanod Mamusung; Budi Mardikawati
Edumaspul: Jurnal Pendidikan Vol 7 No 2 (2023): Edumaspul: Jurnal Pendidikan
Publisher : Universitas Muhammadiyah Enrekang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33487/edumaspul.v7i2.6710

Abstract

This research is motivated by the low ability of students' creative thinking. The purpose of this study was to examine and analyze the Improvement of Students' Creative Thinking Ability Through Independent Learning and Intellectual Intelligence. This research uses a quantitative approach with a survey method. The sampling technique used purposive sampling of 100 students. The instruments used are tests and questionnaires. The data analysis technique used is the classical assumption, correlation analysis, and multiple linear regression analysis including hypothesis testing T test, F test and R2 test. The results of this study indicate: 1) Learning Independence has a positive and significant effect on Students' Creative Thinking Ability, 2) Intellectual Intelligence has a positive and significant effect on Student Creative Thinking Ability, and 3) Learning Independence and Intellectual Intelligence have a positive and significant effect on Student Creative Thinking Ability. The findings of this study indicate the importance of learning independence and intellectual intelligence in improving students' creative thinking skills.
The Influence of Fintech on The Level of Credit Disbursement for MSMEs Fransiska Natalia Ralahallo; Eko Cayo mayndarto; Robby Tanod Mamusung
Nomico Vol. 2 No. 4 (2025): Nomico - May
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/98ft6t26

Abstract

This study aims to analyze the impact of financial technology (fintech) utilization on credit disbursement levels to Micro, Small, and Medium Enterprises (MSMEs). The background of this research lies in the limited access of MSMEs to formal financing, which is often constrained by collateral requirements, complex bureaucratic procedures, and a lack of credit information. Fintech emerges as a digital solution offering faster, simpler loan processes without the need for physical collateral. This study adopts a quantitative approach using a survey method, with data collected through questionnaires distributed to 100 MSME actors who utilize fintech services. The results of linear regression analysis indicate that fintech has a significant effect on increasing credit disbursement. In other words, the higher the utilization of fintech, the greater the opportunity for MSMEs to access financing. The study concludes that fintech plays an essential role in promoting financial inclusion; however, this must be supported by improved financial literacy and appropriate regulatory oversight to ensure its long-term benefits.
The Influence Of Corporate Social Responsibility, Market Orientation, And Green HRM On Sustainable Business Performance Of E-Commerce Companies Iwan Henri Kusnadi; Kushariyadi Kushariyadi; Tyahya Whisnu Hendratni; Robby Tanod Mamusung; Afrizal Afrizal; Titis Nistia Sari
Indonesian Journal of Innovation Multidisipliner Research Vol. 4 No. 2 (2026): April - Juni
Publisher : Institute of Advanced Knowledge and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijim.v4i2.924

Abstract

This research intends to investigate the effect of Corporate Social Responsibility, Market Orientation and Green Human Resource Management on Sustainable Business Performance in e-commerce enterprises. The research used the quantitative approach using a survey method, by delivering questionnaires to 220 workers and managers of e-commerce enterprises that were chosen using the purposive sample methodology. Respondents had to be working for at least two years, have been engaged in operational activities and decision-making of the firm and have knowledge of the organization’s policies on sustainability. The data analysis approach was multiple linear regression. Before the analysis, the data were verified for validity, reliability and classical assumption test including normality, heteroscedasticity and multicollinearity. The findings demonstrated that Corporate Social Responsibility, Market Orientation and Green Human Resource Management had good and substantial influence on Sustainable Business Performance partly and concurrently. The study results suggest that sustainable company performance may be improved by enhancing corporate social responsibility, boosting market orientation and adopting human resource management methods for environmental sustainability. The results of this study are intended to contribute to the establishment of sustainability strategies for e-commerce enterprises in the theoretical and practical context.
Brand Awareness terhadap Keputusan Calon Nasabah dalam Pembukaan Rekening Bsg Pedagang Pasar Kota Tomohon Sesilia Flaura Paat; Robby Tanod Mamusung; Vekky Supit
Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis Vol. 4 No. 4 (2026): Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen dan Bisnis
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

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Abstract

Bank SulutGo (BSG), as a Regional Development Bank operating in North Sulawesi and Gorontalo, faces intense competition in attracting customers from the traditional market trader segment, particularly from national banks such as BRI that have long dominated this segment. Although BSG offers products that are comparable, or even more tailored to local community needs, such as the KUR Bohusami Ba Tibo program, traditional market traders in Tomohon City tend to be more familiar with and prefer competing banks. This condition is presumed to stem from BSG's low level of brand awareness among this segment. This study aims to determine the level of brand awareness of traders at the Beriman Traditional Market in Tomohon City toward BSG, to determine prospective customers' decisions regarding opening a BSG account, and to analyze the effect of brand awareness on that decision. This study employs a quantitative approach with a causal associative research design. The population consists of all 955 active traders at the Beriman Traditional Market in Tomohon City, with a sample of 91 respondents determined using the Slovin formula (10% margin of error) and selected through simple random sampling. Data were collected through Likert-scale questionnaires, observation, and literature review, and analyzed using simple linear regression analysis to examine the effect of the brand awareness variable (X) on prospective customers' decisions (Y). The findings of this study are expected to provide empirical insight into BSG's level of brand awareness and evidence of its influence on account-opening decisions, thereby serving as an evaluation tool and strategic recommendation for BSG's management in designing more targeted marketing programs for the traditional market trader segment.
Galeri Investasi dan Kewirausahaan sebagai Ruang Belajar Nonformal : Studi Kasus pada Mahasiswa Jurusan Admnistrasi Bisnis Politeknik Negeri Manado Dian Nabela Palahiang; Meiske Wisye Manopo; Robby Tanod Mamusung
Journal of Management and Creative Business Vol. 4 No. 4 (2026): Oktober : Journal of Management and Creative Business
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/jmcbus.v4i4.8002

Abstract

Education can no longer be understood merely as knowledge transfer in the classroom; it also requires nonformal learning spaces that enable students to practice knowledge directly. The Investment and Entrepreneurship Gallery at the State Polytechnic of Manado is a nonformal learning space with a dual function as a capital market education center and an entrepreneurship practice laboratory. This study aims to describe the gallery’s function as a nonformal learning space and explore Business Administration students’ involvement and meaning-making regarding its activities. A qualitative approach with a case study design was employed. Data were collected through semi-structured interviews, participatory observation, and documentation involving six purposively selected informants, comprising the gallery manager, supervisor, and students with different levels of involvement. Data were analyzed using Miles’ interactive model. The findings show that the gallery complements formal learning in accordance with Coombs’ (1973) concept of nonformal education and Indonesia’s Law No. 20 of 2003, although its utilization remains uneven. Student involvement was influenced by time availability and information exposure. Students interpreted their experiences through concrete experience and reflection, consistent with Kolb’s (1984) experiential learning cycle. The three-party partnership concept (3 in 1) emerged as a distinguishing factor supporting workforce and entrepreneurship skills. Effectiveness requires broader socialization and more flexible scheduling.
Evaluasi Pengajuan Klaim JHT Melalui Aplikasi JMO Pada BPJS Ketenagakerjaan Cabang Manado Monica Thiesska Patricia Siudu; Melky Krisna Elia Paendong; Cysca Adeleida Juliana Langi; Robby Tanod Mamusung
JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, dan Akuntansi Vol. 4 No. 1 (2026): July
Publisher : CV. Muris Global Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62421/jibema.v4i1.752

Abstract

Penelitian ini mengkaji tentang pelaksanaan pengajuan klaim (JHT) melalui Aplikasi (JMO) pada kantor cabang BPJS Ketenagakerjaan Manado, yang dilatorbelakangi oleh adanya masalah ketidaksesuain data peserta, kendala teknis pada sistem aplikasi serta sosisalisasi yang masih kurang optimal. Studi ini menerapkan dengan menggunakan pendekatan kualitatif deskriptif evaluative dengan melibatkan sepuluh informan-lima petugas dan lima peserta yang menggunakan aplikasi JMO secara purposive, melalui wawancara mendalam, observasi serta studi dokumentasi, selanjutnya dianalisis menggunakan Model Implementasi Kebijakan Edward III, Kerangka e-Service Quality, dan Model Kesuksesan Sistem Informasi DeLone dan McLean. Temuan ini memperlihatkan bahwa petugas pada dasarnya telah memahami alur mekanisme klaim JHT meskipun belum pernah mendapatkan pelatihan secara formal, adanya kesenjangan kompetensi yang dapat dilihat antara Customer Service Officer (CSO) dan petugas security (lini pertama), sedangkan kesiapan peserta sangat bergantung pada tingkat literasi digital, dan sosialisasi belum sepenuhnya mengjangkau kelompok non-digital. Petugas dinilai cukup responsive dan proses pencairan dana berlangsung cepat sesuai waktu yang ditentutkan (1-3 hari kerja), meskipun kejelasan pesan kesalahan (error) serta batas maksimal klaim sejumlah Rp. 15.000.000 tetap menjadi hambatan. Kegagalan verifikasi biometrik tercatat sebagai kendala teknis yang paing sering ditemukan, serta diikuti oleh ketidaksesuain data, gangguan koneksi jaringan, dan keterbatasan kapasitas server, sebagian peserta tetap memandang JMO lebih praktis dibandingkan layanan tatap muka. Berdasarkan hasil tersebut, penelitian ini menyarankan pengguna kapasitas Sumber Daya Manusia (SDM) yang disertai sosialisasi tersegmentasi, peningkatan mutu pelayanan, serta pembenahan aspek teknis sistem Jamsostek Mobile untuk mendukung kelancaran transformasi digital BPJS Ketenagakerjaan Manado yang lebih insklusif dan efisien.
Co-Authors Afrizal Afrizal Andriani Kusumawati Budi Mardikawati Cysca Adeleida Juliana Langi Dian Nabela Palahiang Effendy Rasjid Eko Cayo mayndarto Ferdinand Salomo Leuwol Iwan Henri Kusnadi Kushariyadi Kushariyadi Lindawati Lindawati Meiske Wisye Manopo Melky Krisna Elia Paendong Mokhammad Wahyudin Monica Thiesska Patricia Siudu Ralahallo, Fransiska Natalia Sari, Titis Nistia SATRIYAS ILYAS Sesilia Flaura Paat Tyahya Whisnu Hendratni Umar Nimran Vekky Supit