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Pengaruh Dimensi Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Pelanggan Vivi Ristanti; Muchsin Saggaff Shihab; Endi Rekarti
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 9, No 17 (2011): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29259/jmbs.v9i17.7860

This research examines the effect of service quality, customer satisfaction and customer loyalty. This Research is quantitative and explanative in nature. The five dimensions of SERVQUAL of Parasuraman’ concepts which include tangibility, reliability, responsiveness, assurance and empathy were employed. Both primary and secondary data were obtained. Secondary data were obtained from various sources such as journal, and books. Primary data were obtained by using questionnaire. Using accidental sampling technique, a total of 88 responses were obtained. Data were examined using both descriptive and statistical analysis. Using path analysis, it was found that empathy had influence on satisfaction and loyalty. Furthermore, guarantee and satisfaction had influence on loyalty.Keywords: quality, satisfaction, loyalty, SERVQUAL

ANALISIS STRUCTURE CONDUCT PERFORMANCE (SCP) JIKA TERJADI MERGER BANK PEMBANGUNAN DAERAH DAN BANK BUMN PERSERO BERDASARKAN NILAI ASET DAN NILAI DANA Endi Rekarti; Mafizatun Nurhayati
Jurnal Ilmiah Manajemen dan Bisnis Vol 2, No 1 (2016): Jurnal Ilmiah Manajemen dan Bisnis
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jimb.v2i1.3689

Penelitian ini bertujuan untuk melakukan penilaian terhadap dampak kebijakan konsolidasiperbankan terhadap kondisi pasar. Seandainya akan dilakukan rekayasa kebijakan merger antara BankBankPembangunanDaerahdanBankPerseroanatasdasarassetdandana,apakahkemudianpasarakanmenjadisemakinkompetitifatausebaliknyaakanmenjadisemakinterkonsentrasi.Penelitian ini adalahpenelitian deskriptif, berdasarkan studi pustaka. Data yang digunakan adalah data sekunder berdasarkandata Statistik Perbankan Indonesia (SPI) dari tahun 2011 sampai dengan bulan Juli tahun 2014. Data yang dianalisis adalah data kelompok perbankan, yaitu kelompok Bank Persero, Bank Devisa, BUSN Non Devisa,BPD, Bank Campuran, dan Bank Asing, sesuai dengan pengelompokan Bank Indonesia. Data yang dilihatadalah jumlah aset dari setiap kelompok bank. Metode analisis data menggunakan metode HHI dan CR,untuk mengukur structure-conduct performance (SCP). Hasil analisis dengan menilai dampak kebijakanmerger perbankan menunjukkan bahwa seandainya dilakukan rekayasa kebijakan merger antara keduapasang bank tersebut, menunjukkan nilai CR4 yang lebih besar dan nilai HHI yang lebih besar dibandingkanapabila tidak ada rekayasa kebijakan merger. Kondisi tersebut menunjukkan bahwa dengan adanya mergerakan menyebabkan pasar menjadi semakin terkonsentrasi. Dari hasil penelitian tersebut, disarankan agarkebijakan merger dipertimbangkan lagi dalam pelaksanannya. Dengan tidak diterapkan kebijakan merger,pasar akan menjadi lebih kompetitif.

PERAN MEDIASI KUALITAS KETERHUBUNGAN DALAM PEMASARAN INTERNAL PERGURUAN TINGGI Endi rekarti; Budi Suharjo; Rita Nurmalina; Setiadi Djohar
MIX: JURNAL ILMIAH MANAJEMEN Vol 10, No 1 (2020): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Higher education institutions provide educational service that involves high intensity of interaction between lecturers and students. The relationship of a lecturer with the university determines the quality of the education that will be given to students. Exchanges that occur between lecturers and the higher education organizations, such as internal marketing activities, cannot be considered merely as a simple transactional economic process since educational role contains social elements in it. Relationship among university lecturers certainly plays an important role in determining lecturers' behavioral intention in conducting their academic tasks. This study is aimed to analyze the mediating role on the relationship quality of lecturers-college in marketing process where the effect of internal marketing offerings on Academic Behavioral Intention. With an online survey of 256 private university lecturers, this research seeks to analyze the magnitude of influence of the quality of Lecturer Connectivity on Academic Behavior Intention of lecturers. Data analysis was performed by utilizing Structural Equation Modeling with Lisrel software. Results have shown that the effect of the internal marketing mix towards Academic Behavioral Intention seemed to be greater through relationship quality in comparison to its direct influence.

The Role of Social Media Hashtags in Political Promotions: Mediating Role of Supply Chain Communication Achmad Jamil; Endi Rekarti; Rizki Briandana; Salsabilla Audinna
International Journal of Supply Chain Management Vol 8, No 6 (2019): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (433.78 KB)

The current study examines the impact of hashtags used in social media for political promotion and analyses the mediating role of supply chain communications (SCC) in the relationship. The current study was performed in Indonesia, where 301 Twitter users were surveyed about current variables with a questionnaire. The data was analysed through Statistical Product and Service Solutions (SPSS) and Analisis of Moment Structures (AMOS) in order to complete “structural equation modelling.” The findings of the current study depicted that increased social media hashtags about a political matter tend to increase significantly political promotion. Furthermore, it has been found that increased social media hashtags about a political matter significantly enhance the political communication in society. It means that increased hashtags enhance SCC, and SCC ultimately significantly enhances political promotion. The current study contributes to the literature and in practice, because it enhances the limited literature about the role of SCC in political promotion in association with social media hashtags. Practitioners should leverage the insights from hashtags to be the function as a promotion tool.

Peningkatan pengetahuan marketplace pada pelaku usaha mikro kecil dan menengah (UMKM) dengan website education marketplace Shine Pintor Siolemba Patiro; Diah Aryani; Endi Rekarti; Martino Wibowo
Jurnal Inovasi Hasil Pengabdian Masyarakat (JIPEMAS) Vol 6 No 1 (2023): Jurnal Inovasi Hasil Pengabdian Masyarakat (JIPEMAS)
Publisher : University of Islam Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33474/jipemas.v6i1.19282

Kegiatan Pengabdian Kepada Masyarakat dengan sosialisasi pelatihan-pelatihan marketplace dengan web edukasi marketplace kepada para pelaku Usaha Mikro Kecil dan Menengah (UMKM) di wilayah Jakarta Barat dilaksanakan untuk mendukung upaya pemerintah dalam mendorong akselerasi adopsi teknologi digital bagi UMKM agar mampu beradaptasi dengan perubahan perilaku konsumen di era digital saat ini. Tujuan dari kegiatan ini untuk meningkatkan tingkat pengetahuan dan keterampilan para pelaku UMKM untuk dapat penjualan/pemasaran produknya menggunakan platform marketplace yang ada saat ini. Pada kegiatan pengabdian kepada masyarakat ini dilakukan secara online menggunakan aplikasi zoom dengan metode pelaksanaan terdiri atas 3 tahapan yaitu perencanaan, pelaksanaan dan evaluasi kegiatan sosialisasi pemaparan pelatihan marketplace menggunakan website Edukasi Marketplace kepada 20 peserta UMKM di wilayah Jakarta Barat. Hasil yang diharapkan melalui sosialisasi ini tercapainya peningkatan pengetahuan dan keterampilan para pelaku UMKM melalui pelatihan-pelatihan terkait marketplace pada web edukasi marketplace. Salah satu hasil evaluasi pelaksanaan kegiatan pengabdian kepada masyarakat ini, melalui hasil pengisian kuesioner oleh 20 pelaku UMKM sebagai responden menunjukan bahwa 80% peserta sangat perlu dan 20%% perlu untuk mengikuti pelatihan-pelatihan lanjutan untuk meningkatkan pengetahuan dan kemampuan mereka terkait dengan marketplace. Hasil dari kegiatan ini menghasilkan peningkatan pengetahuan pelaku UMKM dalam menentukan strategi marketing dan menampilkan produk yang menarik minat konsumen di marketplace.

Analyzıng the Impact of Knowledge Sharıng in Vırtual Teams: Practıcal Evıdence from Indonesıa Open Unıversıty Yusriani, Sri; Patiro, Shine Pintor Siolemba; Rekarti, Endi; Pamungkas, Charisma Rahmat; Nurbaeti, Nunung
Ilomata International Journal of Management Vol. 5 No. 2 (2024): April 2024
Publisher : Yayasan Ilomata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v5i2.1120

Remote studying and working pose challenges to personal development. In this environment, knowledge sharing is essential for improvement and serves as a vital organizational tool. However, many Open University students remain unaware of the benefits derived from active engagement in Virtual Teams. This research examines the impact of knowledge sharing and skill application in virtual team sessions, focusing on the Master of Management program at the Indonesia Open University. A qualitative method through Focus Group Discussions (FGDs) with 40 'the Ready to Contribute' (Siap Berkarya) participants was employed. Key themes identified include leadership effectiveness, digital culture assimilation, self-efficacy, work-life balance, and the potential evolution of human resource management. The study underscores the importance of transparent communication, mutual trust, and effective coordination for virtual team functionality. It contributes to organizational policy development, emphasizes digital well-being's significance in today's digital age, and enhances understanding of virtual teams' complex dynamics.

The Influence of Perceived Waiting Time and Medication Information on Word of Mouth Mediated by Patient Satisfaction Rozet, Stefly Julisye Amerence; Patiro, Shine Pintor Siolemba; Mindarti, Ceacilia Sri; Rekarti, Endi; Yusriani, Sri; Muzhaffar, Haydar Zharif
Ilomata International Journal of Management Vol. 5 No. 3 (2024): July 2024
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v5i3.1200

This paper examines the impact of perceived waiting time and the delivery of medication information on word of mouth, mediated by patient satisfaction, at RSUD Beriman Balikpapan. Improving pharmaceutical services, including reducing waiting times and enhancing information delivery, is crucial for patient satisfaction and hospital reputation. This study investigates whether patients' perceptions of waiting times and medication information delivery affect their satisfaction and subsequently their likelihood to engage in word of mouth promotion. This research addresses the gap in understanding how specific aspects of pharmaceutical service quality influence word of mouth through patient satisfaction, a topic not extensively studied in the context of Indonesian public hospitals. A quantitative approach was employed, using primary data from questionnaires distributed to 130 outpatients at RSUD Beriman Balikpapan. Purposive sampling was used, and the data were analyzed using variance-based SEM (PLS) with SMART PLS 3.0. The analysis revealed that perceived waiting time and medication information delivery significantly and positively influence word of mouth, mediated by patient satisfaction. All five hypotheses were supported, with t-statistic values exceeding 1.96 and p-values below 0.05. The study concludes that improving perceived waiting time and medication information delivery enhances patient satisfaction, leading to increased word of mouth promotion. This suggests that hospitals should focus on these aspects to improve overall service quality and patient advocacy.

Analyzıng the Impact of Knowledge Sharıng in Vırtual Teams: Practıcal Evıdence from Indonesıa Open Unıversıty Yusriani, Sri; Patiro, Shine Pintor Siolemba; Rekarti, Endi; Pamungkas, Charisma Rahmat; Nurbaeti, Nunung
Ilomata International Journal of Management Vol. 5 No. 2 (2024): April 2024
Publisher : Yayasan Ilomata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v5i2.1120

Remote studying and working pose challenges to personal development. In this environment, knowledge sharing is essential for improvement and serves as a vital organizational tool. However, many Open University students remain unaware of the benefits derived from active engagement in Virtual Teams. This research examines the impact of knowledge sharing and skill application in virtual team sessions, focusing on the Master of Management program at the Indonesia Open University. A qualitative method through Focus Group Discussions (FGDs) with 40 'the Ready to Contribute' (Siap Berkarya) participants was employed. Key themes identified include leadership effectiveness, digital culture assimilation, self-efficacy, work-life balance, and the potential evolution of human resource management. The study underscores the importance of transparent communication, mutual trust, and effective coordination for virtual team functionality. It contributes to organizational policy development, emphasizes digital well-being's significance in today's digital age, and enhances understanding of virtual teams' complex dynamics.

The Influence of Perceived Waiting Time and Medication Information on Word of Mouth Mediated by Patient Satisfaction Rozet, Stefly Julisye Amerence; Patiro, Shine Pintor Siolemba; Mindarti, Ceacilia Sri; Rekarti, Endi; Yusriani, Sri; Muzhaffar, Haydar Zharif
Ilomata International Journal of Management Vol. 5 No. 3 (2024): July 2024
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v5i3.1200

This paper examines the impact of perceived waiting time and the delivery of medication information on word of mouth, mediated by patient satisfaction, at RSUD Beriman Balikpapan. Improving pharmaceutical services, including reducing waiting times and enhancing information delivery, is crucial for patient satisfaction and hospital reputation. This study investigates whether patients' perceptions of waiting times and medication information delivery affect their satisfaction and subsequently their likelihood to engage in word of mouth promotion. This research addresses the gap in understanding how specific aspects of pharmaceutical service quality influence word of mouth through patient satisfaction, a topic not extensively studied in the context of Indonesian public hospitals. A quantitative approach was employed, using primary data from questionnaires distributed to 130 outpatients at RSUD Beriman Balikpapan. Purposive sampling was used, and the data were analyzed using variance-based SEM (PLS) with SMART PLS 3.0. The analysis revealed that perceived waiting time and medication information delivery significantly and positively influence word of mouth, mediated by patient satisfaction. All five hypotheses were supported, with t-statistic values exceeding 1.96 and p-values below 0.05. The study concludes that improving perceived waiting time and medication information delivery enhances patient satisfaction, leading to increased word of mouth promotion. This suggests that hospitals should focus on these aspects to improve overall service quality and patient advocacy.

Quantitative Strategic Planning Matrix Analytics on Small-Scale Shoemaker Business and Finance Wibowo, Martino; Kurniawan, Wakhid; Rekarti, Endi; Kurniawan, Anton; Chuaynugul , Sompong
Husnayain Business Review Vol. 3 No. 1 (2023)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia (ADPEBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/hbr.v3i1.537

This study is intended to help craftsmen as well as small micro-scale shoe producers to comprehend the external and internal conditions of their business, the strengths and weaknesses of the business unit, and opportunities and threats to the business unit. As part of that, it provides alternative strategy options to be recommended to the small company holders to assist them to overcome their problems. Thus, the businesses owned by MSMEs who are members of joint business groups in Sukaresmi Village, Tamansari District, Bogor can survive and maintain their sustainability amid increasingly fierce-forcing competition among shoe entrepreneurs. The data analysis method used to evaluate the appropriate competitive strategy are using three stages coaxial of analysis. First, using the IFE and EFE matrix; Second, using IE and SWOT analysis and third using QPSM analysis. To sum up, it is concluded that the KUBE- Junashoe joint business group, at Sukasari Village, Tamansari District, Bogor, should be able to upscale their firm, by increasing promotion and product quality and upskilling the employee. Additionally, develop product and sales innovation, implement branding strategies and other strategies increasing support sales profitability.

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