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All Journal Journal of Business & Banking JBMP (Jurnal Bisnis, Manajemen dan Perbankan) CARADDE: Jurnal Pengabdian Kepada Masyarakat International Journal of Economics Development Research (IJEDR)
Basuki Rachmat
Universitas Hayam Wuruk Perbanas
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Faktor yang mempengaruhi adopsi dengan mediasi peran intention to use mandiri mobile banking di Surabaya Dimaz Brahmantyo Hari Pratama Putra; Basuki Rachmat
Journal of Business & Banking Vol 11, No 2 (2021): November 2021 - April 2022
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v11i2.2795

Abstract

This study was aimed to determine the effect of the perceived usefulness, perceived ease of use, perceived Trust, Social Influence, perceived risk, and Perceived Security on Adoption, with the Mediation Role of Intention to Use Mobile banking by Bank Mandiri Customers in Surabaya. This is a quantitative research with survey approach with the sample of 180 respondents. They were taken from from Bank Mandiri customers in Surabaya who have used Mobile banking services. The data were analyzed and the hypotheses were tested using the structural equation model method with the Smart-PLS program. The result showed that each of Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Social Influence, Perceived risk, and Perceived Security had a significant effect on Intention to Use. Meanwhile, Intention to Use has a significant effect on Adoption. Each independent variables, namely Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Social Influence, Perceived risk, and Perceived Security toward Adoption is mediated by Intention to Use. It can be implied that the important role of Intention to Use Mobile banking which must be continuously encouraged by Bank Mandiri. Intention to Use can push effect of Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Social Influence, Perceived risk, and Perceived Security on Mobile banking Adoption at Bank Mandiri in Surabaya. 
B2B Customer Segmentation Based on Customer Lifetime Value Concept and RFM Modeling Fakhruddin Agung Laksono; Basuki Rachmat; Yudi Sutasrso
International Journal of Economics Development Research (IJEDR) Vol. 4 No. 3 (2023): 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.v5i1.4295

Abstract

The company has limited resources to use in implementing marketing strategies for its customers. The first step to be able to develop an effective and efficient marketing strategy is to divide customers into several large groups based on their similarities. The company needs to allocate its limited resources proportionally to groups of customers based on the value and benefits that those customers can contribute to the company. One of the bases for customer grouping is based on the concept of Customer Lifetime Value (CLV) with Recency, Frequency, and Monetary (RFM) modeling. CLV ratings show how much value and benefits customers can bring to a company. This study conducted a cluster analysis with the K-means algorithm on 351 customers based on their RFM value. The number of clusters is most effectively obtained through the elbow method. Cluster analysis produces 4 customer clusters that have different characteristics and are ranked based on their CLV values. Cluster names and marketing strategy recommendations for each cluster are arranged based on their characteristics and CLV rating. The four clusters formed are the Non-Valuable Customers cluster, VIP Customers cluster, Valuable Customers cluster, and Potentially Valuable Customers cluster.
Peningkatan Keterampilan Kepemimpinan dan Manajemen Anggota DWP melalui Pelatihan Capacity Building Shinta setia; Anggraeni Anggraeni; Yudi Sutarso; Basuki Rachmat; Linda Purnamasari
CARADDE: Jurnal Pengabdian Kepada Masyarakat Vol. 8 No. 2 (2025): Desember
Publisher : Ilin Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31960/caradde.v8i2.3079

Abstract

Pengabdian kepada masyarakat ini bertujuan untuk meningkatkan kemampuan kepemimpinan dan manajemen organisasi bagi anggota Dharma Wanita Persatuan (DWP) Kota Surabaya melalui pelatihan peningkatan kapasitas. Pelatihan ini dirancang untuk membekali anggota DWP dengan pengetahuan dan keterampilan praktis dalam merumuskan visi dan misi, berkomunikasi secara efektif, memotivasi anggota, mengambil keputusan, mengelola konflik, merencanakan dan mengorganisasikan kegiatan, mengelola keuangan organisasi, dan memanfaatkan teknologi dalam administrasi. Metode kegiatan yang meliputi 1) sesi interaktif, 2) diskusi kelompok, dan 3) pemberian tugas kelompok. Kegiatan pengabdian kepada masyarakat ini dilakukan dalam beberapa tahap, mulai dari 1) analisis kebutuhan, 2) penyusunan kurikulum, 4) pelaksanaan pelatihan, hingga 5) evaluasi. Dengan peserta sebanyak 47 orang dari  para ibu Dharma Wanita Persatuan (DWP) Pemerintah Kota Surabaya. Hasil dari kegiatan ini dapat disumpulkan bahwa program pelatihan kepemimpinan dan manajemen organisasi ini telah terbukti efektif sebagai instrumen strategis untuk meningkatkan kapasitas individual anggota DWP Kota Surabaya. Peningkatan kompetensi ini tidak hanya bersifat teoretis, tetapi juga termanifestasi secara praktis dalam perbaikan proses perencanaan dan kualitas program kerja, yang secara langsung berkontribusi pada pencapaian visi dan misi organisasi.
Patient Satisfaction and Loyalty in Public Healthcare: The Role of Digital Marketing and Service Quality Rizka Amelia Mayasari; Basuki Rachmat
Journal of Business & Banking Vol 15 No 01 (2025): Mei-Oktober 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v15i01.5214

Abstract

This study aims to analyze the effect of digital marketing and health service quality on patient satisfaction and loyalty at Rangkah health center, Surabaya. The background of this study is based on the increasing need for responsive, modern, and digital technology-based health services, especially in the context of competition with private health facilities. This study uses a quantitative approach with data collection techniques through questionnaires distributed to 179 respondents who have been treated at Rangkah health center. The analysis method used was Structural Equation Modeling-Partial Least Square (SEM-PLS). The results showed that both digital marketing and health service quality had a significant effect on patient satisfaction and loyalty. In addition, patient satisfaction was shown to act as a mediating variable between digital marketing and service quality with patient loyalty. These findings confirm the importance of integration between effective digital marketing strategies and improved service quality in building sustainable patient loyalty. This study provides strategic implications for public healthcare managers in the face of digital transformation in the healthcare sector.
Analysis of the Relationship Between Service Quality, Healthcare Facilities, Patient Satisfaction, and the Intention To Migrate BPJS Patients to Other Healthcare Facilities at Wonokusumo Health Center: Analisis Hubungan Antara Kualitas Layanan, Fasilitas Kesehatan, Kepuasan Pasien, dan Niat untuk Memindahkan Pasien BPJS ke Fasilitas Kesehatan Lain di Pusat Kesehatan Wonokusumo Tri Puspitasari; Burhanudin; Basuki Rachmat
JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Vol. 11 No. 2 (2025): September
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/jbmp.v11i2.2230

Abstract

The increasing number of patient visits at the Wonokusumo Community Health Center demonstrates the importance of first-level healthcare facilities (FKTP) as the frontline of the National Health Insurance (JKN) service. Wonokusumo Community Health Center experienced a decline in patient satisfaction, leading to a desire to migrate to other healthcare facilities. This study aims to analyze the relationship between service quality and healthcare facilities on patient satisfaction and their impact on BPJS patient migration intentions. A quantitative approach was used with the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method. The sample consisted of 252 BPJS patients using Maternity and Child Health (KIA) clinic services, selected using the purposive sampling technique. The results showed that service quality had a p-value of 0.003 and health facilities had a p-value of 0.007, both significantly influencing patient satisfaction, while patient satisfaction significantly influenced the desire to migrate with a p-value of 0.000. Health facilities and service quality did not significantly influence the desire to migrate for BPJS patients, with p-values of 0.161 and 0.101, respectively. This study provides important implications for the management of community health centers, focusing on improving service quality and facilities to maintain patient loyalty.
Co-Authors Anggraeni Anggraeni Burhanudin Burhanudin Dimaz Brahmantyo Hari Pratama Putra Fakhruddin Agung Laksono Linda Purnamasari Rizka Amelia Mayasari Shinta setia Tri Puspitasari Yudi Sutarso Yudi Sutasrso