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All Journal Jurnal Ekonomi Kuantitatif Terapan Journal of Rural Indonesia Jurnal Administrasi Kesehatan Indonesia Ganaya: Jurnal Ilmu Sosial dan Humaniora JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Scientific Journal of Reflection : Economic, Accounting, Management and Business Sketsa Bisnis International Journal of Social Science and Business OIKOS: Jurnal Kajian Pendidikan Ekonomi dan Ilmu Ekonomi Jurnal Mantik Jurnal Manajemen Bisnis International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal ABDINUS : Jurnal Pengabdian Nusantara Enrichment : Journal of Management Prospek: Jurnal Manajemen dan Bisnis Jurnal Bali Membangun Bali Jurnal Pengabdian kepada Masyarakat Nusantara Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Journal of Applied Management and Accounting Science (JAMAS) Forum Bisnis dan Kewirausahaan Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) TIERS Information Technology Journal Jurnal Bina Bangsa Ekonomika Wiga : Jurnal Penelitian Ilmu Ekonomi Parta: Jurnal Pengabdian Kepada Masyarakat CITIZEN: Jurnal Ilmiah Mulitidisiplin Indonesia EKONOMIKA45 AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Journal of Innovation Research and Knowledge Gemilang: Jurnal Manajemen dan Akuntansi Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Eduvest - Journal of Universal Studies Journal of Business on Hospitality and Tourism Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Journal of Innovative and Creativity Jurnal Penelitian Pendidikan Indonesia As-Syirkah: Islamic Economic & Financial Journal Jurnal Ekonomi dan Studi Pembangunan (JESP)
Ni Putu Nina Eka Lestari
Universitas Pendidikan Nasional
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Build customer loyalty through correlation management and experience with satisfaction mediation Kadek Bagus Putra Permana; Ni Putu Nina Eka Lestari
JPPI (Jurnal Penelitian Pendidikan Indonesia) Vol. 11 No. 2 (2025): JPPI (Jurnal Penelitian Pendidikan Indonesia)
Publisher : Indonesian Institute for Counseling, Education and Theraphy (IICET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29210/020255510

Abstract

This study analyzed the influence of Customer Relationship Management (CRM) and Customer Experience on Loyalty, with Satisfaction as a mediating variable at PT. Fastrata Buana Denpasar. Based on the Social Exchange Theory, business correlations were built on mutually beneficial exchanges, where customers remained loyal if the perceived benefits exceeded the costs incurred. Partial Least Squares-Structural Equation Modeling (PLS-SEM) was used as a quantitative method to investigate the relationships between the variables. Business partners were given questionnaires to complete in order to gather data, including wholesalers, retailers, and kiosks. The outcomes indicated that CRM had a positive and significant impact on loyalty, both directly and through satisfaction as a mediator. Conversely, Customer Experience did not significantly influence loyalty, although it positively affected satisfaction. Furthermore, satisfaction partially mediated the correlation between CRM and loyalty but did not significantly mediate the correlation between Customer Experience and loyalty. These findings confirmed that CRM played a more dominant role in fostering loyalty than Customer Experience. PT. Fastrata Buana Denpasar was recommended to enhance personalized CRM strategies and strengthen communication to improve customer satisfaction and long-term loyalty.
Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepercayaan Sebagai Mediasi pada Puri Laundry: Penelitian Anak Agung Ngurah Bagus Narendra; I Gusti Ayu Tirtayani; Nyoman Sri Manik Parasari; Ni Putu Nina Eka Lestari
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.5211

Abstract

This study aims to determine the effect of service quality on customer loyalty with trust as a mediating variable at Puri Laundry located at Jalan Tukad Punggawa No. 18, Dauh Puri Klod, South Denpasar, Denpasar City, Bali. The background of this study departs from the phenomenon of declining profits and customers switching to other service providers after employee turnover, which is indicated to be influenced by a decline in service quality and a decline in customer trust. This study uses a quantitative approach with a causal research design. Data were obtained by distributing questionnaires to 95 customers selected using a stratified random sampling technique from a total population of 2,137 customers. Variable measurement uses a five-point Likert scale, and data analysis was carried out using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The results show that service quality has a positive and significant effect on trust, so that the better the quality of service provided, the higher the level of customer trust. Trust is also proven to have a positive and significant effect on customer loyalty, which indicates that customer confidence in the security, consistency, and reliability of services can encourage loyal behavior. However, service quality did not have a significant direct effect on customer loyalty, indicating that service improvements do not necessarily lead to loyalty without trust. This study also found that trust significantly mediated the relationship between service quality and customer loyalty, making trust a key element bridging customer perceptions of service and their decision to remain loyal.
Knowledge Sharing and Learning Culture in Driving Employee Innovation Through Adaptive Competence as a Mediating Variable I Gusti Ngurah Widya Hadi Saputra; I Gusti Ayu Ratih Swandewi; Nilna Muna; Ni Putu Nina Eka Lestari
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.5659

Abstract

Public sector organizations are increasingly required to be adaptive, collaborative, and innovative in responding to technological advancements and the growing complexity of societal needs. This study aims to examine the role of knowledge sharing and learning culture in enhancing employee innovation, with adaptive competence as a mediating variable at the Badan Pendapatan Daerah (Bapenda) of Badung Regency. A quantitative approach was employed using a saturated sampling technique involving all 378 employees. Data were collected through a Likert-scale questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results reveal that knowledge sharing has a positive and significant effect on employee innovation, indicating that stronger knowledge-sharing practices lead to greater innovative behavior. Learning culture positively and significantly influences employee innovation, indicating that a supportive learning environment enhances employees’ innovative capacity. Knowledge sharing also strengthens adaptive competence, while a learning culture similarly improves employees’ adaptability. Adaptive competence itself has a significant positive effect on employee innovation, showing that more adaptable employees tend to be more innovative. Mediation results confirm that adaptive competence partially mediates the effects of both knowledge sharing and learning culture on employee innovation. Thus, these factors enhance innovation not only directly but also indirectly through improved adaptive capabilities. These findings highlight the strategic importance of strengthening learning culture, facilitating knowledge sharing, and enhancing adaptive competence as key enablers of employee innovation in the public sector context.
Harnessing Collaboration for Tourism in Kuta, Bali: Dual Analysing SWOT and Porters Diamond Model I Made Chandra Mandira; I Gusti Ngurah Widya Hadi Saputra; Ni Putu Nina Eka Lestari; Anak Agung Ayu Ngurah Sri Rahayu Gorda; Anak Agung Ayu Ngurah Tini Rusmini Gorda; I Ketut Nuraga
Jurnal Ekonomi dan Studi Pembangunan Vol 16, No 2 (2024)
Publisher : Universitas Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17977/um002v16i22024p136

Abstract

The purpose of this study is to analyse and identify the factors of utilizing collaboration and exploring the strengths, weaknesses, opportunities, and threats of tourism in Kuta Beach, Bali, using a Penta helix approach that will be concluded using Porter's Diamond Model and the identification of collaborative strategies for tourism development. The research method uses a qualitative approach with RRA (rapid rural appraisal) techniques and SWOT analysis and uses Porter's Diamond Model in concluding, assisted by the N-Vivo Plus 12 application. The informants in this study totaled 16 people, with the criteria that 10 people were traditional leaders in Kuta Village, 2 were business people/MSMEs, 2 were academics, 2 were community members, 1 was a media person, and 1 was a government person, namely members of the people's representative council in Badung regency, Bali. The results of the research show that Penta helix collaboration plays a crucial role in the development of sustainable tourism. Real communication and collaboration with the same vision, namely realizing sustainable tourism by building cultural, social, economic, and environmental sustainability with crucial elements in the form of arts, health, accessibility, community, environment, and economic rotation
Menelisik Persepsi Harga, Store Atmosphere dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Sendiri Coffee Bar Ni Putu Desy Darmayanti; I Wayan Sunia; Ni Putu Nina Eka Lestari
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 1 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i1.10736

Abstract

Understanding consumer behavior is very important because it can be used as important capital for companies to achieve consumer satisfaction. This research was conducted at Sendiri Coffee Bar located at Jl. Tukad Pakerisan No. 69, Denpasar, Bali. Based on transaction data, a total of 7,072 customers were obtained. Determination of the number of samples in this study by Hair et al. (2017), namely a minimum of 5–10 respondents for each indicator in the questionnaire. So the number of samples is 168 respondents. The types of data are Quantitative data and Qualitative data sourced from Primary Data and Secondary Data. Data collection techniques through Documentation, Questionnaires and Online Data Searching / Internet Searching. As for the Data Analysis Techniques from Instrument Testing, Statistical Analysis with stages of data analysis, namely: Classical Assumption Test (Normality Test, Multicollinearity Test, Heteroscedasticity Test), Multiple Linear Regression Analysis, R2 Determination Coefficient, Partial Regression Significance Test (t Test) and Simultaneous Regression Significance Test (F Test). The results of the study that partially have a positive and significant influence between the price perception variable (X1) on customer satisfaction (Y), obtained a t-count value of 9.017 with a significance level value of 0.000, Partially have a positive and significant influence between the Store Atmosphere variable (X2) on customer satisfaction (Y), obtained a t-count of 14.169 with a significance level value of 0.000, Partially have a positive and significant influence between the Service Quality variable (X3) on customer satisfaction (Y), obtained a t-count of 9.567 with a significance level of 0.188, and simultaneously there is a positive and significant influence between the influence of price perception (X1), Store Atmosphere (X2) and Service Quality (X3) on customer satisfaction (Y), obtained F count of 150.722 with a significance value of 0.000.
Co-Authors A.A.N. Oka Suryadinatha Gorda Alfon Syaputra Alit Sumantri Anak Agung Ayu Ngurah Sri Rahayu Gorda Anak Agung Ayu Ngurah Tini Rusmini Gorda Anak Agung Gde Agung Angga Atmaja Anak Agung Ngurah Bagus Narendra Anak Agung Ngurah Eddy Supriyadinata Gorda Anggada Hardoyogi Tampubolon Budi Yanto, Budi Desak Made Sukarnasih Dewi, Ni Kadek Kirana Iswari Dhuaja, Ida Bagus Ary Indra Diantini Suwena Dwisuardinata, Ida Bagus Nyoman Gde Sri Darma Gede Parama Putra Sukadana, Putu Gede Sri Darma Gorda, A.A.A. Ngr Sri Rahayu I Dewa Ketut Gede Prabawa I G. N. Oka Ariwangsa I Gede Eka Sanjaya Harta I Gusti Ayu Ary Ratih I Gusti Ayu Ary Ratih I Gusti Ayu Ratih Swandewi I Gusti Ayu Tirtayani I Gusti Ngurah Widya Hadi Saputra I Kadek Ery Pradnyantara I Kadek Pasek Juniarta I Kadek Rahyudi Sukarta I Ketut Sudama I Made Chandra Mandira I Made Gita Rivaldo I Made Suidarma I Nyoman Arta Yasa I Nyoman Rasmen Adi I Nyoman Sunarta I Nyoman Taun I Putu David Aritona I Wayan Sunia Ida Bagus Nyoman Dwisuardinata Ida Bagus Raka Suardana Ida Bagus Teddy Prianthara Jyotisanta, Gde A. Prabhawatya Kadek Bagus Putra Permana Karna, I Gede Phio Ananta Ketut Pramaini Komang Sri Widiantari Komang Widhya Sedana Putra P Kurniawan, I Made Rai Yoga Made Kembar Sri Budhi Made Mulyadi Made Nidya Lestari Karma Manuaba, Ida Bagus Agung Andi Bhisma Ni Kadek Suryani Ni Ketut Elly Sutrisni, Ni Ketut Elly Ni Luh Sri Wulantari Dewi Ni Nyoman Reni Suasih Ni Putu Ayu Ira Rianti Ni Putu Desy Darmayanti Ni Putu Desy Widiari Ni Putu Dian Puspana Dewi Ni Putu Nina Wartika Dewi Ni Wayan Lasmi Ni Wayan Yuli Yudianti Nilna Muna Nuraga, Ketut Nyoman Djinar Setiawina Parasari, Nyoman Sri Manik Permana, Kadek Bagus Putra Pika, Putu Ayu Titha Paramita Prawitasari, Putu Putri Prayogi, Putu Rages Anantha Riyo Putu Bagus Wedanta Prasetia Putu Eka Artha Pratama Putra Putu Galih Jananuraga Putu Sri Arta Jaya Kusuma Putu Viona Nita Putri Rahayu, Ni Putu Febri Lintang Ratih, I Gusti Ayu Ary Sagung Sanjani Bintang Prastiti Sari, Putu Ratna Juwita Satya Dewi, Putu Akila Chandra Setianingsih, Made Apriani Siangan, Ida Bagus Gede Bajra Sumantri, Alit Sunia, I Wayan Supriyadinatha G, A A Ngr. Eddy Suryadinatha G, A A Ngr. Oka Wijaksana, I Gede Nelza Wijaya, Gede Crisna Wirsa, I Nengah Wulandari, Gusti Putu Mutia