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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 Aptisi Transactions on Technopreneurship (ATT) Journal of Business and Applied Management 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 Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Daengku: Journal of Humanities and Social Sciences Innovation Kontigensi: Jurnal Ilmiah Manajemen Milestone: Journal of Strategic Management Jurnal Ekonomi Indonesian Marketing Journal Jurnal Ilmu Sosial dan Humaniora Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Inkubis: Jurnal Ekonomi dan Bisnis 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 Public Health Social Sciences Transportation Other

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Empowering Hospital Staff to Enhance Service Excellence: A Community-Based Intervention in Central Java Sylvia Samuel; Hendra Achmadi; Margaretha Pink Berlianto; Dewi Wuisan; Yohana Meilani Palupi
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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

Abstract

This study reports on a community service project conducted at Rumah Sakit Baptis, Central Java, to improve hospital service excellence through staff empowerment. The project addressed key challenges, including weak interdepartmental collaboration, ineffective communication, difficulties in delivering sensitive information, and limited awareness of patient-centered service quality. Using a participatory approach, the intervention included workshops, role-playing exercises, counseling sessions, and the introduction of standardized communication protocols. The results showed clear improvements in staff competencies, particularly in empathy, teamwork, and communication with patients and families. Staff reported greater confidence in handling sensitive conversations, while patients observed a more approachable and responsive service. Cross-departmental collaboration also improved, resulting in reduced delays and enhanced coordination. Initial patient satisfaction surveys indicated a positive shift in perceptions of care quality. These findings highlight that even in resource-limited hospital contexts, meaningful improvements can be achieved through structured training and cultural change. The project contributes both practical recommendations for hospital management and theoretical insights by applying the SERVQUAL and patient-centered care frameworks to the Indonesian healthcare setting.
The Effect of Subjective Norm, Attitude, Product Price and Product Quality on Repurchase Intention of Skincare Brand Skintific Yulisa Halim Wijaya; Margaretha Pink Berlianto
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 3 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i3.4116

Abstract

The potential growth of the skincare industry in Indonesia makes Indonesia a competitive market, triggering manufacturers to strive to prevent customers from falling to other competitors. Retaining existing customers is the cheapest and easiest option for managers to take, because in a competitive industry it is quite difficult to acquire new customers. This study aims to examine the influence of subjective norms, attitudes, product prices and product quality on repurchase intentions. The study was conducted quantitatively on 262 users of Skintific products from workers working in Jabodetabek. The results showed that subjective norms, product prices and product quality were able to significantly and positively influence repurchase intentions, but product quality was not able to significantly influence repurchase intentions.
The Effect of Service Quality Dimensions, Perceived Value, Customer Satisfaction, and Brand Love toward Customer Retention on First Media’s Subscribers Irwanto Halim; Margaretha Pink Berlianto
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.
From Stress to Performance: Examining the Impact of Job Insecurity, Job Stress, Work Engagement, and Motivation on Employees of XYZ Bank Theo Rizaldy Siahaan; Ardi Ardi; Sylvia Samuel; Richard Andre Sunarjo; Margaretha Pink Berlianto
Inkubis : Jurnal Ekonomi dan Bisnis Vol. 8 No. 1 (2026): INKUBIS Jurnal Ekonomi Dan Bisnis
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/inkubis.v8i1.186

Abstract

Background: The banking industry faces technological and economic pressures that affect employee performance. Job insecurity and job stress tend to reduce performance, while work engagement and motivation enhance it, making these factors important for effective HR strategies. Objectives: This study aims to examine the effects of job insecurity, job stress, work engagement, and motivation on the employee performance of XYZ Bank employees. Methods: The study was conducted using a quantitative approach with 127 XYZ Bank employees comprising the entire target population. Hypothesis testing was carried out using PLS-SEM analysis with SmartPLS software. Results: The results showed that job insecurity and job stress had a negative effect on employee performance, while work engagement and motivation had a positive effect on employee performance. Conclusion: The managerial implications of this study indicate that companies need to be transparent with employees about organizational conditions so that employees can understand and anticipate when the company will implement efficiency measures, thereby preventing feelings of job insecurity in the workplace.
The Effect of Digital Transformational Leadership, Learning Organization, Supportive Work Environment, and Organizational Commitment on Turnover Intention of Gen Z IT Employees at PT. XYZ Puty Sherlyta; Ardi Ardi; Margaretha Pink Berlianto; Richard Andre Sunarjo
Journal Research of Social Science, Economics, and Management Vol. 5 No. 4 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i4.1194

Abstract

This study aims to analyze the influence of Digital Transformational Leadership (DTL), Learning Organization (LO), Supportive Work Environment (SWE), and Organizational Commitment (OC) on Turnover Intention (IT) at PT XYZ. Respondents in this study were employees from Generation Z, worked in the IT division, and had a minimum of one year of service. Data were collected through a questionnaire using the judgemental sampling method, with a sample of 172 respondents out of a minimum calculation of 142 based on the Krejcie & Morgan formula. The collected data was analyzed using the Structural Equation Modeling (SEM) method based on Partial Least Squares (PLS). The results of the study show that Digital Transformational Leadership has a significant negative influence on Turnover Intention, as well as a significant positive influence on Learning Organization and Organizational Commitment. Learning Organization also has a significant negative effect on Turnover Intention and a significant positive effect on Organizational Commitment. Meanwhile, Supportive Work Environment (SWE) has a significant negative effect on Turnover Intention and a significant positive effect on Organizational Commitment. These findings affirm the importance of Digital Transformational leadership, a learning culture, and a supportive work environment in increasing organizational commitment and reducing the desire to change jobs in young employees in the technology field.
The Effect of Intrinsic Motivation, Self-Efficacy, and Organizational Climate on Job Performance of Marketing Division Employees at PT.XYZ Suryana Litana Simowibowo; Ardi Ardi; Margaretha Pink Berlianto; Richard Andre Sunarjo
Journal Research of Social Science, Economics, and Management Vol. 5 No. 4 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i4.1195

Abstract

This study aims to examine the effect of intrinsic motivation (IM), self efficacy (SE), and organization climate (OC) on job performance (JP) mediated by work engagement (WE) and job satisfaction (JS). The method used is quantitative with saturated sampling, data were collected through questionnaires and analyzed using the Structural Equation Modeling (SEM) method based on Partial Least Squares (PLS) with 43 respondents. The results showed that intrinsic motivation, self efficacy, organization climate had a positive effect on job performance, and intrinsic motivation and self efficacy had a positive effect on work engagement. Organization climate and work engagement had a positive effect on job satisfaction. Job satisfaction and work engagement had a positive effect on job performance. The strongest mediation path analysis occurs in the relationship between intrinsic motivation and job satisfaction through work engagement, and also intrinsic motivation to job performance through work engagement which also shows a significant influence. The results of this study provide useful insights for organizations, where the main focus is directed at increasing self-efficacy and job satisfaction, while factors that have shown good performance such as intrinsic motivation, organizational climate and work engagement must still be maintained to maintain optimal organizational performance as a whole.
Brand Characteristics, Materialism, and Brand Addiction: Psychological Impacts on Indonesian K-Pop Fans Jonathan Albert; Margaretha Pink Berlianto
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 6 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i6.9088

Abstract

The rising popularity of K-Pop culture has influenced consumer behavior in Indonesia, leading to the phenomenon of brand addiction, an extreme emotional attachment to brands. While prior research has explored the origins of addiction to physical goods, research on brand addiction in the entertainment industry, particularly within Asia’s collectivist context, remain limited. This study examines the influence of brand characteristics (hedonism, self-expressiveness, innovativeness, authenticity) and materialism orientation on brand addiction, along with its psychological effects (brand exclusiveness, trash-talking, compulsive buying behavior, irritability) among K-Pop fans in Indonesia, using Social Identity Theory (SIT). A cross-sectional survey of 192 respondents was conducted from February to March 2025, with data analyzed via PLS-SEM. Results indicate that brand self-expressiveness, brand innovativeness, and materialism significantly and positively affect brand addiction, while brand hedonism and authenticity show no significant impact. Furthermore, brand addiction positively and significantly influences brand exclusiveness, trash talking, compulsive buying behavior, and irritability. Theoretically, these findings reinforce SIT’s relevance and highlight the need for a brand addiction model in entertainment contexts like K-Pop. Practically, K-Pop agencies and local entertainment businesses should prioritize self-expressiveness and materialism through identity narratives and exclusive merchandise, while implementing strategies like purchase limits and transparent communication to mitigate negative effects like trash talking without dampening fandom enthusiasm.  
What Keeps Visitors Coming Back? Factors Shaping Revisit Intention Kevin Richardo Tanoto; Margaretha Pink Berlianto
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 6 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i6.9692

Abstract

Healthy individuals have a greater capacity to work productively and creatively, which will impact the quality of human resources. This study examines factors that can influence revisit intention, exercise adherence, and word of mouth among members of a clubhouse in Tangerang. The study was conducted quantitatively on 227 respondents who are members of KYZN Clubhouse using a purposive sampling technique. The results show that service quality, service convenience, and exercise satisfaction are factors that can influence word of mouth intention, as well as service quality and exercise satisfaction that can influence revisit intention, and service convenience and exercise satisfaction can influence exercise adherence. It is recommended that companies can pay attention to these three aspects, especially service quality, because it is the most important factor in influencing members' revisit intention.
The Effect of Source Credibility and Argument Quality in Smartphone Reviews on YouTube Towards Purchase Intention Margaretha Pink Berlianto
Indonesian Marketing Journal Vol. 6, No. 1, April 2026
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v6i1.11095

Abstract

This study aims to investigate the influence of argument quality and source credibility on attitude, e-wom adoption, and purchase intention, and to evaluate the influence of attitude and e-WOM on purchase intention in the smartphone industry. The population of this study consists of individuals residing in Jakarta who have watched smartphone reviews on YouTube. This study employed a non-probability sampling technique using purposive sampling. A total of 250 respondents were included, and SmartPLS 4 was used to analyze the data. The results of this study indicate that argument quality does not influence attitude; that argument quality and source credibility have a positive influence on e-WOM adoption; that argument quality, attitude, and e-WOM adoption have a positive influence on purchase intention; and that source credibility does not influence purchase intention. The theoretical implications of this study are that it successfully confirms the Information Adoption Model, and TRA. The managerial implications of this study are as follows: smartphone industry players need to improve the quality of arguments, the credibility of sources, attitude, and e-WOM adoption, as these factors influence purchase intention.
Faktor – Faktor yang Mempengaruhi Repurchase Intention Pelanggan Kedai Kopi Willy Djulianto; Margaretha Pink Berlianto
SOSMANIORA: Jurnal Ilmu Sosial dan Humaniora Vol. 5 No. 3 (2026): September 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/sosmaniora.v5i3.8156

Abstract

One of the industries that supports the development of the food and beverage industry is the sub-sector in the coffee industry which always experiences an increase in consumption consistently every year. This causes many coffee shops or cafes to emerge, causing quite competitive competition. This study aims to examine the factors that can influence the interest in revisiting one of the cafes in Tangerang City, namely Kopi Tuku. This study was conducted with a quantitative approach using SEM analysis techniques on 201 respondents. The results of the study showed that satisfaction and trust have an influence on repurchase intention. Likewise with perceived quality, service quality, perceived value, store atmosphere which can affect satisfaction. The r square value shows that 68.4% of the repurchase intention variable can be explained by the satisfaction and trust variables. The managerial implications of this study indicate that managers should use visually attractive packaging, reduce consumer waiting time or provide entertainment when consumers are queuing, improve food quality such as maintaining the freshness of raw materials, to attractive decorations.
Co-Authors Albert, Jonathan Amelia Andriani Amellia Mel Andre Suryanto Andrew Lienata Anggita Petrareni Anton Wachidin Widjaja Ardi Ardi Ardi Ardi Ardi Ardi Ardi Ardi Ardi Kho ASEP HERMAWAN 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 Clarissa Angelina Setyono Cory Primaturia Crizki Arouw Daniel Ong Kim Kui Darlene, Ashley Data Tsabitha Davis, Michael Dharmawan Freddy Kosasih Dwi Saputro Ellen Theodora Elvitriana Intan Novita 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 Achmadi, Hendra Ian Nurpatria Suryawan Ian Nurpatria Suryawan Indrati Indrati Indrati Indrati Indriawaty Rizky Siregara Innocentius Bernarto Irwanto Halim Isana S. C. Meranga Jefta Julian Jessica Nethania Arunde Jessica Tedja Johan Prapta Wijaya Jonathan Albert Julian, Christopher Ryan Katman Katman Kevin Richardo Tanoto Leonardo M. Canoy, Jr 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 Nadiah Alysia Pratisara Putri Nathanael, William Nico Adityo Utomo Niki Sanjaya Pramono, Rudy Primaturia, Cory Priyanto, Benita Novitasari Priyanto Pungus, Toar Purba, John Tampil Purba, Mien Shavero Puty Sherlyta Raymond Ferdinand Richard Andre Sunarjo Richard Andre Sunarjo Richard Andre Sunarjo Rinto Rain Barry Ronnie Resdianto Masman Rudy Kurniawan Safira Janice Prasetyo Salim, Nicko Christian Samuel, Sylvia sandra dewi Sanjaya, Mikael Santa Lusianna Sitorus Satria, Briesha Aurevella Putri Satyawati Satyawati Satyawati Shweta Chandru Bhavnani Sobirov, Bobur Soetmato, Karen Sri Hartati Kartoyo Stephanie Regina Stephen Sugiarto Prasetyo Suryana Litana Simowibowo Sylvia Samuel Tannia Meyana Tanoto, Kevin Richardo Teh Harianto Theo Rizaldy Siahaan 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 William Marvincent Tan Willy Djulianto Wilson James Metasurya Loa Wina Cita Yunita Wuisan, Dewi Yohana F. Cahya Palupi Meilani Yohana FCP Meilani Yohana Meilani Palupi Yohana Meilani Palupi Yonathan Hosea Yulisa Halim Wijaya Yunna, Weng