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All Journal Gadjah Mada International Journal of Business International Journal of Social Service and Research Journal of Comprehensive Science JURNAL RETENTUM
Enny Kristiani
Graduate School of Management and Business Bogor Agriculture University, Indonesia
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences

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The Role of Relational Reward Benefits for Developing the Non-Financial Value of a Customer to an Organization: Structural Equation Modeling Approach Kristiani, Enny; Sumarwan, Ujang; Yuliati, Lilik Noor; Saefuddin, Asep
Gadjah Mada International Journal of Business Vol 16, No 2 (2014): May-August
Publisher : Master of Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (323.681 KB)

Abstract

Research on the customer value to an organization has been widely explored, yet most studies only determined on the financial value based on the customer’s purchasing behavior. The value of customers beyond their purchasing behavior –defined as the relational worth - has not been commonly captured yet. This non-financial value is one of the drivers in retaining customers, hence it becomes a crucial factor in preserving the profitability of the organization. For this reason, this paper aims to examine the customer non-financial valuations of a loyalty reward program. The scope of the study covered a reward program involving consumer exertions in the context of a Frequent Flyer Program (FFP) offered by an airline in Indonesia. The hypotheses are empirically tested with a sample of FFP members conducted through an online survey (n=475). The data were statistically analyzed using structural equation modeling (SEM) as a first order construct. Results indicate that the perceived social rewards lead to an affective and normative commitment as well as consumers’ satisfaction, while the economic reward did not have an effect on developing affective bonds with members for long-term relationships. The relational benefit offered through the FFP creates affectively and normatively committed members who produce relational behaviors, in terms of WOM, immunity, openness and acquiescence of the members to the airline. Furthermore, the FFP members produced social behaviors toward the airline when they felt satisfied with their relational exchanges.          
Urgensi Reformasi Kebijakan Mengenai Persaingan Usaha Dalam Pasar Digital Herman, KMS; Hartati, Titin; Amrullah, Amrullah; Kristiani, Enny
JURNAL RETENTUM Vol 5 No 2 (2023): SEPTEMBER
Publisher : Pascasarjana UDA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46930/retentum.v7i1.5404

Abstract

This study aims to analyze the implementation of competition regulation in the digital market with an empirical legal approach, which combines sociological legal analysis to understand the impact and challenges of regulation in social life and the digital economy. By relying on literature studies as a method of data collection, this study examines various legal sources, documents, and related literature to explore the main issues that arise in regulating competition, including monopoly, data misuse, and consumer protection. Qualitative analysis methods are used to evaluate and interpret the data collected, with the aim of identifying obstacles faced in the implementation of existing regulations and the urgency of forming more responsive and adaptive policies to create a healthy and sustainable digital market. This study is expected to provide appropriate policy recommendations to support fair and inclusive competition in the digital sector.
Urgensi Penegasan Kewenangan Pengadilan Hubungan Industrial Dalam Penyelesaian Perselisihan Hubungan Industrial Kristiani, Enny; Vic S., Binsar Jon
JURNAL RETENTUM Vol 5 No 1 (2023): MARET
Publisher : Pascasarjana UDA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46930/retentum.v7i1.5379

Abstract

Legal reform in the regulation of the authority of the Industrial Relations Court (PHI) is an important step to increase the effectiveness of industrial relations dispute resolution in Indonesia. Current legal limitations, such as the lack of court authority in enforcing decisions, as well as challenges in coordination between institutions, slow down the dispute resolution process. Therefore, reforms that include strengthening the authority of the court, the application of technology in the judicial system, and the harmonization of laws and regulations are expected to create clearer legal certainty and improve social justice. This reform will also accelerate the dispute resolution process, ensure more effective enforcement of decisions, and create more harmonious industrial relations between workers and employers, which ultimately supports sustainable economic development in Indonesia.
Optimizing the Role of Industrial Dispute Mediators in Handling Industrial Relations Disputes Professionally and Efficiently Kristiani, Enny; Suparno, Suparno
International Journal of Social Service and Research Vol. 5 No. 7 (2025): International Journal of Social Service and Research
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v5i7.1262

Abstract

Industrial disputes are inevitable in any workforce, and mediators play a critical role in resolving conflicts between workers and employers, ensuring fairness and peaceful resolution. However, despite their significant function, the effectiveness of industrial dispute mediators often faces challenges related to competence, independence, and institutional support. This study aims to explore how the role of mediators can be optimized to improve professionalism and efficiency in resolving industrial disputes. Utilizing a qualitative approach, including literature studies and analysis of relevant laws and regulations, the study identifies key factors affecting the mediator’s performance. It finds that strengthening mediators' capacities, enhancing their integrity, and modernizing the mediation system are essential to improving the effectiveness of dispute resolution. The implications of these findings suggest that improving mediator training, ensuring greater independence, and updating legal frameworks will create a more effective and reliable mediation process, fostering better industrial relations. This approach will not only enhance the mediator's role but also contribute to more harmonious relationships between workers and employers, benefiting both parties and society at large.
Legal Reform of Mediation Towards Fair Industrial Conflict Resolution Kristiani, Enny; Santiago, Faisal
Journal of Comprehensive Science Vol. 3 No. 12 (2024): Journal of Comprehensive Science (JCS)
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jcs.v3i12.2921

Abstract

Legal reform of mediation in the resolution of industrial conflicts is a crucial concern given the increasing complexity of disputes between workers and employers. The mediation process, which is expected to serve as an effective and fair middle ground, often encounters obstacles due to regulatory weaknesses and the lack of understanding and trust from the parties involved. This research aims to evaluate the effectiveness of the current legal framework for mediation and propose solutions for improvements in order to achieve more equitable conflict resolution. This study employs qualitative methods with both normative and empirical approaches. Data is collected through literature reviews, legal analysis, and interviews with relevant stakeholders such as mediators, employers, and workers. The research findings indicate that although mediation has significant potential in resolving industrial conflicts, weaknesses in implementation and regulatory oversight often render this process suboptimal. Therefore, legal reform is necessary, encompassing the enhancement of mediator capacities, the revision of regulations pertaining to the rights and obligations of the parties, and the strengthening of monitoring and evaluation mechanisms. This reform is expected to improve public trust in mediation and create fair and equitable resolutions for all parties.
Co-Authors Amrullah Amrullah ASEP SAEFUDDIN Faisal Santiago, Faisal Hartati, Titin Herman, KMS Lilik Noor Yuliati Suparno Suparno Ujang Sumarwan Vic S., Binsar Jon