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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) Journal Research of Social Science, Economics, and Management Jurnal Pendidikan Indonesia (Japendi) 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
Berlianto, Margaretha Pink
Program Studi Manajemen, Universitas Pelita Harapan
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture 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 Service Quality, Patient Satisfaction And It’s Impact To Patient Loyalty at X Hospital Satyawati; Margaretha Pink Berlianto
Enrichment : Journal of Management Vol. 12 No. 4 (2022): October: Management Science and Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (448.573 KB) | DOI: 10.35335/enrichment.v12i4.547

Abstract

This research aims to analyze the positive effect 5Q dimension of service quality; quality of object, quality of process, quality of infrastructure, quality of interaction, quality of atmosphere on patient satisfaction, the positive effect of patient satisfaction on patient loyalty and the positive effect of trust and commitment on patient loyalty. This study used quantitative research and data collection was collected using questionnaire. The target population of this research were people that have admitted as in patiens at X hospital Bogor and willing to be respondents of this research. The number of samples were determined to be which 219 samples.The sampling technique use was purposive sampling. Partial Least Square-Structural Equation modelling (PLS-SEM) is applied to this study. The result of data analysis showed that quality of object, quality of infrastructure, quality of interaction, dan quality of atmosphere have positive effect on patient satisfaction, Patient satisfaction and trust have positive effect on patient loyalty. Quality of process has a negative effect on patient satisfaction. Lastly, commitment has a negative effect on patient loyalty.
The Determinant Factors that Influence Repurchase Intention of Samsung Smartphone in Jabodetabek Michael Rusiviro Jacob; Margaretha Pink Berlianto
Enrichment : Journal of Management Vol. 12 No. 4 (2022): October: Management Science and Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (495.927 KB)

Abstract

Smartphone users has increase rapidly in Indonesia, many people start to use smartphone and one of the manufacturers of smartphone is Samsung. Samsung has been the leader of Smartphone in Indonesia for years, but recently it experienced a drop in worldwide sales and also in Indonesia. This study aims to find the determinants that influence Samsung Smartphones repurchase intention. This study uses 9 variables and uses SEM-PLS data analysis method. All respondents used in this research are 280 respondents that resides in Jabodetabek area and have used Samsung smartphone. The result show that brand preference, brand experience, and brand loyalty have a positive effect towards repurchase intention. Meanwhile, other variables such as self-congruity has no positive effect towards repurchase intention
The Antecedence and Consequences of Patient Satisfaction in Emergency Department of XYZ Hospital Shweta Chandru Bhavnani; Margaretha Pink Berlianto
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 2 No. 6 (2022)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (574.55 KB) | DOI: 10.35877/454RI.daengku1320

Abstract

Data on patient visits to the emergency room from all visits to public hospitals in Indonesia are always increasing from year to year. In line with this fact, the Community Satisfaction Index survey data conducted by the Ministry of Health of the Republic of Indonesia (2017) reported that hospital services have not met patient expectations or in other words the level of patient satisfaction is still low. This study aims to determine the influence of service quality factors consisting of responsiveness, tangible, empathy, assurance, and reliability in influencing customer satisfaction and to analyze customer satisfaction as a mediating variable on revisit intention in the Emergency Room (ER) at XYZ Hospital. This study used quantitative research and data collection was carried out using a questionnaire. The target population of this study were all patients undergoing treatment in the emergency room at XYZ Hospital. Based on data for August 2022 there were 2,564 outpatients. The number of samples was determined as many as 200 samples. The sampling technique used was purposive sampling. Partial Least Square-Structural Equation Modeling (SEM-PLS) was applied in this study. The results showed that revisit intention was positively influenced by patient satisfaction in the emergency room at XYZ Hospital, and service quality had a positive effect on patient satisfaction. The practical implications of this research show that to maintain revisit intention in the XYZ Hospital Emergency Room, one must always listen to the voice of consumers, and have the ability to respond to every wish, expectation and demand of service users of health care facilities.
THE IMPACT OF BRAND AUTHENTICITY AND BRAND COMMUNITY ON BRAND TRUST AND MSME GROWTH IN BUKALAPAK PARTNER APPLICATION USERS Chelsy Philycia; Margaretha Pink Berlianto
Jurnal MEBIS (Manajemen dan Bisnis) Vol 7 No 2 (2022): December 2022
Publisher : Fakultas Ekonomi dan Bisnis (Gedung B) │UPN "Veteran" Jawa Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33005/mebis.v7i1.364

Abstract

The massive growth of SMEs gave an opportunity to the tech industry in creating innovations. Applications with advanced and user-friendly features offered SMEs owners an opportunity to enlarge their businesses. This study’s objective is to discuss the impact of brand authenticity and brand community towards brand trust and SME growth in case of users of Mitra Bukalapak applications. This study uses bootstraping methods as the framework of theory analysis. In data collection, the study is using purposive sampling methtods to 362 community members of Mitra Bukalapak users. The result of this study found that brand consistency, brand customer orientation, brand community has a positive impact on brand trust, and brand trust has a positive impact on SME growth. Therefore, the study will contribute to current knowledge in the tech industry to build the brand and provide information on the impact of brand value development for the SME owners.
Drivers Of Purchase Intention And Willingness To Pay Microtransactions In Mobile Legends Wilson James Metasurya Loa; Margaretha Pink Berlianto
Jurnal Manajemen Vol. 26 No. 3 (2022): October 2022
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v26i3.1022

Abstract

This study aims to analyze the antecedents of satisfaction and continued use intention and investigate the effects of satisfaction and continued use intention towards Indonesian Mobile Legends players purchase intention and willingness to purchase for microtransactions. The population of this study was Indonesians who has played and purchased virtual items in Mobile Legends by distributing questionnaires to a total of 235 respondents. The sampling technique was purposive sampling. Data was analyzed using PLS-SEM. The results explored the influence of, social value, quality, and economic value having a positive impact on satisfaction and continued use intention except for social value that showed no effect on continued use intention. Satisfaction also influenced continued use intention and willingness to pay while continued use intention affected purchase intention. This study has succeeded in contributing towards research on the variables that influence satisfaction, continued use intention, purchase intention, and willingness to pay.
Faktor yang Memengaruhi Repurchase Intention pada Layanan GrabFood Giovanna Putri Andrian; Margaretha Pink Berlianto
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 9 No 3 (2022): JMBI UNSRAT Volume 9 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

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Abstract

Penelitian ini bertujuan untuk menginvestigasi pengaruh positif effort expectancy, perceived usefulness, information quality, perceived risk, social influence, trust terhadap repurchase intention layanan GrabFood di Pulau Jawa, Bali dan Nusa Tenggara. Sampel dari penelitian ini adalah individu yang pernah menggunakan layanan GrabFood. Hasil penelitian menemukan bahwa effort expectancy, perceived usefulness dan trust berpengaruh positif terhadap repurchase intention layanan GrabFood. Sedangkan information quality, perceived risk dan social influence tidak berpengaruh terhadap repurchase intention layanan GrabFood. Kata kunci: Effort Expectancy, Perceived Usefulness, Information Quality, Perceived Risk, Social Influence, Trust, Repurchase Intention
Faktor-Faktor yang Mempengaruhi Loyalitas Konsumen di Siloam Hospitals Kebon Jeruk dan Lippo Village Franzeska Olivia Indra Putri; Chintya Nur; Margaretha Pink Berlianto
Jurnal Manajemen Kesehatan Indonesia Vol 10, No 2 (2022): Agustus 2022
Publisher : Magister Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmki.10.2.2022.131-140

Abstract

Background: Customer loyalty is a major factor for all industries, including in service industry. One of the service industries is the healthcare industry. In the healthcare industry today, there’s a change approach from paternalistic (doctor-led) to patient-centered. In patient-centered approach, the patient participates for the decision of the services they will receive. If the services matched with the patient’s needs, the patient will trust and use the services again in the future, hence, will increase patient’s loyalty. The purpose of this study was to determine the effect of service quality, customer trust, and customer value on customer loyalty at the JCI standardized Siloam Hospitals.Method: Data collection in this study was conducted using an online questionnaire to 166 people who had visited Siloam Hospitals Kebon Jeruk and Lippo Village using simple random sampling method. Analysis using partial lease square-structural equation modeling (pls-sem) was carried out using the SmartPLS program to analyse the data.Results: The findings from the study are that all the variables, which are service quality (interaction quality, physical environment quality, outcome quality), customer value and customer trust, have a positive relationship to customer loyalty at Siloam Hospitals Kebon Jeruk and Lippo Village.
Celebrity Endorsment, Kredibilitas, dan Niat Pembelian Kembali Pada First Media Niki Sanjaya; Margaretha Pink Berlianto
JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Vol. 9 No. 1 (2022): JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) NOVEMBER
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jkbm.v9i1.8202

Abstract

First Media as a broadband internet service provider optimizes marketing strategies through digital content using celebrity endorsements. The purpose of this study was to determine the effect of: (i) celebrity attractiveness on advertising credibility, brand credibility and brand satisfaction; (ii) celebrity trustworthiness on advertising credibility, brand credibility, and brand satisfaction; (iii) celebrity expertise on advertising credibility, brand credibility and brand satisfaction. This research method uses a quantitative approach by distributing questionnaires and involving 200 samples. Structural Equation Model (SEM) is used to determine the effect between constructs in this research model. The results of this study explain that in the case of First Media it is important to maintain the celebrity endorsement marketing strategy in increasing advertising credibility, brand credibility and brand satisfaction. Attractiveness and trust are one of the important factors of credibility. In this model it is known that advertising credibility, brand credibility, and brand satisfaction can be key factors for high repurchase intention.
ANALISIS PENGARUH BRAND EXPERIENCE, BRAND LOYALTY, DAN BRAND SATISFACTION TERHADAP BRAND EVANGELISM PADA APPLE IPHONE Crizki Arouw; Margaretha Pink Berlianto
Proceeding National Conference Business, Management, and Accounting (NCBMA) 5th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

The purpose of this study was to determine whether brand experience, brand loyalty, and brand satisfaction affect iPhone brand evangelism. This research is a descriptive quantitative research, descriptive research. The subjects of this research are iPhone users. The sample in this study was 272 obtained from distributing questionnaires through online Google forms. Then the sampling that was carried out in this study was the non-probability sampling method through convenience sampling.BAHASA INDONESIA ABSTRACTTujuan dari penelitian ini adalah untuk mengetahui apakah brand experiene, brand loyalty, dan brand satisfaction berpengaruh terhadap brand evangelism iPhone. Penelitian ini merupakan penelitian kuantitatif deskriptif. Subjek dari penelitian ini adalah pengguna iPhone. Sampel pada penelitian ini adalah sebanyak 272 yang diperoleh dari penyebaran kuesioner melalui Google form secara online. Lalu penarikan sampel yang dilakukan pada penelitian ini adalah dengan metode non-probability sampling melalui convenience sampling.
PENGARUH BANK EXPERIENCE TERHADAP BRAND EQUITY BANK BCA Andre Suryanto; Margaretha Pink Berlianto
Proceeding National Conference Business, Management, and Accounting (NCBMA) 5th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

The development of technology in the financial sector is progressing very rapidly. One example is the use of digital banking. At this time the banking and digital sectors in Indonesia have started to grow rapidly in the last three years and have various competitors in providing services to attract consumers and connect company and customer products. This is a threat to conventional banks in retaining existing customers. To overcome these problems, a strategy is needed to create loyalty to its customers. It is very important for banking companies in building customer experience so that customers have a good perception of banking products and services offered by banking companies. This study aims to analyze the effect of bank experience on BCA bank brand equity. The sample used in this study was 272 samples and used purposive sampling method. The data obtained were then tested using the smartPLS 3.0 program.BAHASA INDONESIA ABSTRACTPerkembangan teknologi pada sektor keuangan mengalami kemajuan yang sangat pesat. salah satu contohnya adalah penggunaan digital banking. Pada saat ini sektor perbankan digital di Indonesia mulai tumbuh pesat pada tiga tahun terakhir dan memiliki bermacam-macam kompetitor dalam menyediakan produk maupun layanan untuk menarik konsumen dan menghubungkan perusahaan perbankan dan nasabah. Hal tersebut menjadi ancaman bagi bank konvensional dalam mempertahankan nasabah yang sudah ada. Untuk mengatasi permasalahan tersebut, dibutuhkan strategi untuk menciptakan loyalitas pada nasabahnya. Sangat penting untuk perusahaan perbankan dalam membangun customer experience agar nasabah memiliki persepsi yang baik terhadap produk dan layanan perbankan yang perusahaan perbankan tawarkan. Penelitian ini bertujuan untuk menganalisis pengaruh bank experience terhadap brand equity bank BCA. Sampel yang digunakan pada penelitian ini sebanyak 272 sampel dan menggunakan metode purposive sampling. Data yang sudah diperoleh lalu diuji dengan menggunakan program smartPLS 3.0.
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 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 F Cahaya Palupi Melayanto, Yanuedi Meron, Marsando Michael Gabriel Djioe Michael Rusiviro Jacob Michele Gracia Rusli Myrazteeva Charity Jacquelanne Mondigir Nathanael, William Nico Adityo Utomo Niki Sanjaya Prasetyo, Stephen Sugiarto Primaturia, Cory Priyanto, Benita Novitasari Priyanto Pungus, Toar Purba, Mien Shavero Raymond Ferdinand 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