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All Journal Ekonomi Bisnis Binus Business Review
Enny Noegraheni Hindarwati
Bina Nusantara University
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual Enny Noegraheni Hindarwati; Anintia Jayasari
Binus Business Review Vol. 5 No. 2 (2014): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v5i2.1186

Abstract

In order to improve the image of insurance company, this study was done to find a picture of the accident victim’s satisfaction with the service of insurance company Jasa Raharja. Descriptive quantitative research was conducted with a population of accident victims. Data were taken with questionnaires by 80 respondents and data analysis used SERVQUAL. The results showed that the overall levels of accident victim’s satisfaction with the service of insurance company Jasa Raharja levels are disatisfied. This is evident from the value of the gap between perception and negative expectation. Dimensions of perceived service quality as dissatisfaction by the accident victims are the reliability, responsiveness, assurance, and empathy dimension. Result was obtained from this research gap between perception and expectation of service with a value of - 0.0284. Therefore, it is suggested to the insurance company Jasa Raharja to improve services to accident victims, especially dimensions unsatisfactory service for accident victims.
PROGRAM MEMBERSHIP DENGAN MEDIASI KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA FITNESS CENTER Enny Noegraheni Hindarwati; Adzma Septian Nadjhary; Candhira Wijaya Ranteg; Samuel Marvin Panjaitan
Jurnal Ilmiah Ekonomi Bisnis Vol 28, No 2 (2023)
Publisher : Universitas Gunadarma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35760/eb.2023.v28i2.7482

Abstract

Fitness center telah berkembang pesat. Sayangnya, berdasarkan data laporan jumlah program membership dari tahun 2020-2022, selama 3 (tiga) tahun terakhir jumlah pengguna program membership mengalami penurunan, lebih dari 1.000 orang belum memperbaruinya. Hal ini mengindikasikan adanya fluktuasi loyalitas pelanggan pusat kebugaran. Berdasarkan pra-penelitian menunjukkan bahwa program keanggotaan, kepuasan pelanggan adalah salah satu faktornya. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh program membership terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel mediasi. Penelitian ini dilakukan dengan pendekatan kualitatif dengan angket sebagai data primer. Data yang diperoleh kemudian dianalisis dengan analisis jalur. Teknik pengambilan sampel yang digunakan adalah simple random sampling dengan jumlah sampel 104 orang yang diambil dari membership fitness center. Studi ini menemukan bahwa program keanggotaan berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Kepuasan pelanggan juga memiliki pengaruh yang signifikan terhadap loyalitas pelanggan. Hasil penelitian ini menyatakan bahwa kepuasan pelanggan terbukti memediasi program membership terhadap loyalitas pelanggan.
INNOVATIVE WORK BEHAVIOUR OF GENERATION Z EMPLOYEES IN CIKARANG Siti Mahmudah; Enny Noegraheni Hindarwati
Jurnal Ilmiah Ekonomi Bisnis Vol. 30 No. 3 (2025)
Publisher : Universitas Gunadarma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35760/eb.2025.v30i3.21

Abstract

In today's employment, Generation Z has taken centre stage in almost every industry. Examining the effects of information sharing, employee engagement, and transformational leadership on the creative work practices of Generation Z employees in Cikarang was the goal of this study. A sample of 320 respondents was obtained by distributing questionnaires to Generation Z employees in the area using an associative design and quantitative approaches. The results showed that knowledge sharing, employee engagement, and transformational leadership all had a favourable impact on the creative work practices of Cikarang's Generation Z workforce.
Co-Authors Adzma Septian Nadjhary Anintia Jayasari Candhira Wijaya Ranteg Samuel Marvin Panjaitan Siti Mahmudah