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All Journal JURNAL SAINS PEMASARAN INDONESIA International Conference on Law, Business and Governance (ICon-LBG) Jurnal Manajemen Kesehatan Indonesia Journal of Management and Business Review WIDYAKALA JOURNAL Widya Cipta : Jurnal Sekretari dan Manajemen JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Jurnal Ekonomi dan Bisnis Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Jurnal Organisasi Dan Manajemen Management and Economics Journal (MEC-J) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) JURNAL MANAJEMEN (EDISI ELEKTRONIK) JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS Ultima Management : Jurnal Ilmu Manajemen Journal of Business and Applied Management JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia) Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Jurnal MEBIS (Manajemen dan Bisnis) Business Management Journal Program Studi Manajemen International Journal of Economics Development Research (IJEDR) JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Manajemen JIIP (Jurnal Ilmiah Ilmu Pendidikan) Enrichment : Journal of Management Cakrawala Repositori Imwi Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Daengku: Journal of Humanities and Social Sciences Innovation Kontigensi: Jurnal Ilmiah Manajemen Milestone: Journal of Strategic Management Jurnal Ekonomi Indonesian Marketing Journal International Journal of Health and Pharmaceutical (IJHP) Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Indonesia Sosial Teknologi Journal Research of Social Science, Economics, and Management Jurnal Pendidikan Indonesia (Japendi) Journal Community Service Consortium Paradoks : Jurnal Ilmu Ekonomi Ranah Research : Journal of Multidisciplinary Research and Development Riwayat: Educational Journal of History and Humanities Proceeding of International Conference on Entrepreneurship (IConEnt) JER Widya Cipta : Jurnal Sekretari dan Manajemen
Berlianto, Margaretha Pink
Program Studi Manajemen, Universitas Pelita Harapan
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Transportation Other

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The Influence of Dimensions of Relationship Marketing Practices on Patient Satisfaction and Its Impact on Patient Loyalty at XYZ Pratama Clinic Jessica Nethania Arunde; Margaretha Pink Berlianto
Dinasti International Journal of Education Management And Social Science Vol. 6 No. 2 (2025): Dinasti International Journal of Education Management And Social Science (Decem
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i2.3762

Abstract

This study was conducted to determine the factors that influence the level of outpatient satisfaction at the XYZ Primary Clinic and its impact on patient loyalty. This study involved 195 outpatients. Data collection was carried out by distributing questionnaires containing 5 questions with a Likert Scale of 1-5 based on the judgmental sampling method. Data were analyzed using the SEM PLS method. The results showed that conflict handling, competence and empathy had a significant positive effect on patient satisfaction. Trust, commitment, communication, and social bonds did not affect patient satisfaction. In addition, patient satisfaction had a positive and significant effect on patient loyalty at the XYZ Primary Clinic, where satisfied patients tended to return to use the service and recommend it to others. Patient satisfaction partially mediated each of the influences given by conflict handling, competence, empathy on empathy. The results of importance performance mapping show that empathy and conflict handling are things that are considered important by patients and have been implemented well. This means that empathy and conflict handling are factors that must be maintained. Social bonds and communication are considered important by patients but have not been implemented well. Further research can enlarge the population at other Primary Clinics, take diagnostic data.
Pelatihan Strategi Transformasi dan Siklus Hidup Organisasi bagi Lembaga Pendidikan Dasar dan Menengah dengan Kolaborasi Pemangku Kepentingan Ong Kim Kui, Daniel; Pramono, Rudy; Berlianto, Margaretha Pink; Meilani, Yohana Cahya Palupi; Meranga, Isana; Barry, Rinto Rain
Journal Community Service Consortium Vol 6 No 1 (2026): Journal Community Service Consortium
Publisher : Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/consortium.v6i1.6093

Abstract

Lembaga pendidikan formal sebagai organisasi nirlaba memiliki kerentanan terhadap penurunan kinerja saat melewati siklus hidup organisasi. Fenomena ini sering kali memaksa sejumlah sekolah untuk berhenti beroperasi tanpa sempat melakukan proses transformasi yang memadai. Padahal, transformasi strategis memungkinkan sekolah untuk bertahan dalam siklus hidupnya serta beradaptasi dengan perubahan lingkungan demi menjaga keberlangsungan misi pendidikan. Menanggapi tantangan tersebut, FEB UPH berkolaborasi dengan mitra sekolah menyelenggarakan pelatihan strategi transformasi dan siklus hidup organisasi sebagai wujud kegiatan pengabdian kepada masyarakat. Program ini ditujukan bagi pengurus sekolah, guru, staf, serta pemangku kepentingan di Purwodadi, Kabupaten Grobogan, Jawa Tengah. Tujuan utama kegiatan ini adalah membekali peserta dengan pemahaman mendalam mengenai siklus organisasi dan langkah awal transformasi sekolah melalui sinergi antarpemangku kepentingan guna menghadirkan pendidikan berkualitas yang berkelanjutan. Metode pelatihan dilaksanakan dalam bentuk pemaparan materi, sesi tanya jawab, serta diskusi interaktif. Untuk mengukur efektivitas program, dilakukan pemeriksaan pemahaman melalui evaluasi sebelum (pre-test) dan sesudah (post-test) pelatihan. Hasil evaluasi menunjukkan peningkatan pemahaman peserta yang signifikan, tecermin dari kenaikan skor rata-rata sebesar 35%. Pelatihan ini juga menghasilkan luaran konkret berupa dokumen Rencana Aksi Transformasi Organisasi Sekolah (RATOS) yang siap diimplementasikan oleh pihak sekolah.
The Effect of Service Quality Dimensions, Perceived Value, Customer Satisfaction, and Brand Love toward Customer Retention on First Media’s Subscribers Halim, Irwanto; Berlianto, Margaretha Pink
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 8 No. 2 (2024): September
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v8i2.12235

Abstract

In the dynamic telecommunications sector, customer retention is of paramount importance for companies like First Media in Indonesia, given the rapid technological advancements and increasing demand for high-quality services. This study explores the factors influencing customer retention, including service encounter communication, internet service quality, service convenience, perceived value, customer satisfaction, and brand love. Service encounter communication, service convenience, and internet service quality are examined in relation to their effect on perceived value, customer satisfaction, and customer retention. A comprehensive survey was conducted using Google Forms, with 49 indicators distributed across these variables, and data analysis was performed with 313 samples using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results indicate that service encounter communication has a positive and significant effect on perceived value, customer satisfaction, and customer retention. Service convenience positively affects customer satisfaction but does not affect perceived value or customer retention. Internet service quality has a positive influence on perceived value. Perceived value enhances customer satisfaction, leading to improved customer retention and brand love, which in turn positively influences customer retention. This study provides valuable insights for First Media to enhance customer retention and satisfaction. However, it has limitations in terms of variable selection and testing, suggesting opportunities for future research to explore additional factors contributing to customer retention and brand management.
The Effect of Consumer Self-Confidence, Attitude Towards Paid Internet Advertising, and Continuance Search Intention on App-Purchase Decision Fransiska Marieta Dwitasari; Margaretha Pink Berlianto
Jurnal Indonesia Sosial Teknologi Vol. 5 No. 12 (2024): Jurnal Indonesia Sosial Teknologi
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jist.v5i12.8863

Abstract

Paid internet advertising has been widely used in various industries including the healthcare industry. The number of customers using mobile healthcare applications to buy products or services also continues to grow. One of the healthcare applications that is widely used in Indonesia is Halodoc. Purpose: This research aims to study the structural relationship of consumer self-confidence to the app-purchase decision in Halodoc application, using indicators of attitudes towards paid internet advertising, perceived intrusiveness, and continuance search intentions on the internet. Methods: A total of 309 samples were obtained from consumers who had seen Halodoc application advertisements on the internet and had used Halodoc application to purchase products or services provided by the application at least once. Measurements were carried out using PLS-SEM to see the structural relationship between the indicators. Results: Consumer self-confidence has a positive effect towards paid internet advertising (t=7.614, p=0.000), continuance search intention (t=10.009, p=0.000), and app-purchase decision (t=19.972, p=0.000). Consumer self-confidence has no negative impact on perceived intrusiveness (t=1.564, p=0.059). Conclusion: This study shows that consumer self-confidence has a positive effect on attitudes towards paid internet advertising, continuance search intentions, and app-purchase decisions on mobile application.
Co-Authors Albert, Jonathan Amelia Andriani Amellia Mel Andre Suryanto Andrew Lienata Anggita Petrareni Ardi Ardi Ardi Ardi Ardi Ardi Aulia Hidayati Benedicta Gisela Camay Octivanny Brittney E. D. Halik Carin Cyntya Carolin Cavin Giovani Chandra, Priscillia Chandra, Yanto Chelsy Philycia Chintya Nur Chintya Nur Christian Niscal Ziliwu Cindy Octavia Cindy Octavia Cory Primaturia Crizki Arouw Darlene, Ashley Data Tsabitha Davis, Michael Dwi Saputro Ellen Theodora Elvitriana Intan Novita Fanny Mutiara Dewi Felicia Yuliana Halim* Fellicia, Nadilla Fortunatus, Angela Eunike Fransiska Marieta Dwitasari Franzeska Olivia Indra Putri Franzeska Olivia Indra Putri Gading, Siska Tamara Giovanna Putri Andrian Gitarja, Widasari Sri Grestanty Christie Kadang Halim Wijaya, Yulisa Halim, Irwanto Helen Novi Yanto Hendra Achmadi, Hendra Ian Nurpatria Suryawan Ian Nurpatria Suryawan Indrati Indrati Indriawaty Rizky Siregara Innocentius Bernarto, Innocentius Jefta Julian Jessica Nethania Arunde Jessica Tedja Johan Prapta Wijaya Julian, Christopher Ryan Kho , Ardi Kusuma Putri, Cornellia Aninda Leonardo M. Canoy, Jr Linardy, Regina Fortunata Marine Novita Maureen Arthajaya Mega Irene Agustina Meilani, Yohana Cahya Palupi Meilani, Yohana F Cahaya Palupi Melayanto, Yanuedi Meranga, Isana Meron, Marsando Michael Gabriel Djioe Michael Rusiviro Jacob Michele Gracia Rusli Myrazteeva Charity Jacquelanne Mondigir Nathanael, William Nico Adityo Utomo Niki Sanjaya Ong Kim Kui, Daniel Pramono, Rudy Prasetyo, Stephen Sugiarto Primaturia, Cory Priyanto, Benita Novitasari Priyanto Pungus, Toar Purba, Mien Shavero Raymond Ferdinand Rinto Rain Barry Ronnie Resdianto Masman Rudy Kurniawan Safira Janice Prasetyo Salim, Nicko Christian sandra dewi Sanjaya, Mikael Satria, Briesha Aurevella Putri Satyawati Satyawati Satyawati Setyono, Clarissa Angelina Sherlyta, Puty Shweta Chandru Bhavnani Simowibowo, Suryana Litana Sobirov, Bobur Soetmato, Karen Sri Hartati Kartoyo Stephanie Regina Sunarjo , Richard Andre Sunarjo, Richard Andre Sylvia Samuel Tannia Meyana Tanoto, Kevin Richardo Teh Harianto Theresia Suryadi Thoe, Tamara Gita Pramana Putri Timotius, Timotius Trenvaldo Gunawan Valdio Valdio Venesia Venesia Wiguna, Nathania Wijaya, Legina Halim William M. Tan William Marvincent Tan Wilson James Metasurya Loa Wina Cita Yunita Wuisan, Dewi Yohana F. Cahya Palupi Meilani Yohana Meilani Palupi Yonathan Hosea Yunna, Weng