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All Journal Syntax Literate: Jurnal Ilmiah Indonesia JURNAL PENDIDIKAN TAMBUSAI Co-Value : Jurnal Ekonomi, Koperasi & Kewirausahaan AJAD : Jurnal Pengabdian kepada Masyarakat Journal of Management and Business Jurnal Ekonomi Trisakti Jurnal Manajemen dan Bisnis JUARA: JURNAL WAHANA ABDIMAS SEJAHTERA Jurnal Manajemen dan Pemasaran Jasa Media Riset Bisnis & Manajemen Ekonomi Digital Innovative: Journal Of Social Science Research
Robert Kristaung
Universitas Trisakti
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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PENYULUHAN PENINGKATAN KINERJA UMKM DI MASA PANDEMI COVID-19 Pipie Puspitasari; B Medina Nilasari; Robert Kristaung; Beta Oki Baliartati
JUARA: Jurnal Wahana Abdimas Sejahtera Volume 3, Nomor 2, Juli 2022
Publisher : Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (487.64 KB) | DOI: 10.25105/juara.v3i2.13394

Abstract

The beginning of 2020 was a tough year for all citizens of the world, because the world was hit by the Covid-19 pandemic which paralyzed all aspects of life. The death toll fell, the order of life changed and the macro and micro economy collapsed. This led to many changes to the governance system. Micro, Small and Medium Enterprises (MSMEs) are one of the sectors affected by the COVID-19 pandemic. Even though they are affected by COVID-19, MSMEs must continue to grow. This Community Service (PkM) aims to provide counseling about improving the performance of MSMEs through marketing strategies. The method of implementing PkM is carried out directly through a zoom meeting. The counseling participants were 23 MSME actors assisted by the Insan Palma Sejahtera Foundation in Palmerah - West Jakarta. The results of this counseling can provide knowledge and abilities to participants, and participants also get solutions to their product/service marketing problems during the Covid-19 Pandemic. The results of the questionnaire on the effectiveness of counseling showed that 80% of participants stated that counseling could increase their knowledge and abilities; 80% of participants stated that they had knowledge about how to improve the performance of MSMEs.
PERBEDAAN EFEK TINGKAT PERLAKUAN ISTIMEWA YANG BERHUBUNGAN DENGAN PENDAPATAN: SEBUAH STUDI EMPIRIS PADA PELANGGAN TOKO SERBA ADA Iwan Ekawanto; Robert Kristaung
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 2 (2015): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (243.002 KB) | DOI: 10.25105/jmpj.v8i2.1598

Abstract

This study intends to empirically explore how the practices of loyalty programs conducted by the store management (department store) which benefit for customers so as to provide results that benefit both parties as a relational outcome consisting of relationship commitment, Increased purchases, share of customer, word of mouth and customer feedback, which is completed by respondents profile as control variables such as age, education and income levels. With sample 66respondents to test the hypothesis using MANOVA. Differential test results showed that there are differences in relationship commitment, increased purchases, share of customer, word of mouth, and customer feedback with a high level of preferential treatment, medium and low on the customer department store. Similarly, the age, income and education at the department store customersthere are differences there are differences in relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The results of testing the fifth hypothesis states that preferential treatment will give a high positive influence on relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The test result of five hypothesis states that high preferential treatment will give positive influence to the relationship commitment, increased purchases, and share of customer, word of mouth, and customer feedback. On relationship commitment is not significant covariates of age, but the share of customer revenue and customer feedback and education are not significant, whereas age has the effect of preferential treatment exhibited significantly coupled with the age factor share of the customer to customer.Similarly, the positive word of mouth, only the opinion of significant covariates as control variables of preferential treatment. These three covariates age, income and education only significant simultaneously at Increased purchase only.
IMPLIKASI HUMOR DAN PERAN LAYANAN KARYAWAN GARIS DEPAN TERHADAP KEPUASAN PELANGGAN Widya Mulyati; Robert Kristaung
Jurnal Manajemen dan Pemasaran Jasa Vol. 10 No. 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1390.953 KB) | DOI: 10.25105/jmpj.v10i2.2524

Abstract

This study aims to examine the implications of humor and the role of front-line employee services to customer satisfaction. The effect of front-line service employees calculates the factor of service encounters. The service encounter factor becomes one of the decisive factors in the service industry, especially the banking industry, especially in the era of digitization as the interaction between employees and customers is still needed. The research design used is hypothesis testing between humour, front-line service employees, to customer satisfaction by service encounter. The sample of this research is supported by 150 workers consisting of teller, customer service, and head teller/customer service department who participate as the respondent in this research. This research uses SEM analysis. The result of this research supports the hypothesis that humor positively effects frontline service employees and front -line service employees affect the service encounter. This research fails to prove that service encounter has a significantly direct effect on customer satisfaction. Therefore, the implication of service encounter is still a crucial point for the banking industry in achieving customer satisfaction.
CONSTRUCTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BUSINESS Robert Kristaung; Murtanto Murtanto
Jurnal Manajemen dan Pemasaran Jasa Vol. 12 No. 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (4406.116 KB) | DOI: 10.25105/jmpj.v12i2.5521

Abstract

This article aims to construct the dimensions of customer relationship management (CRM), which consists of processes, preferences, customization, readiness, and capability in the retail service industry. With a total sample of 257, the results of testing using Structural Equation Modelling show that the fifth dimension of CRM construction contributes significantly to the construction of CRM.The findingsof the study on the construction of CRM customizationshow that there is still a weaknesses in registering valuable loyal customers. The collapse of conventional retail business is caused by not putting the priority of detecting valuable old customers This weaknessbecomes the strength of online retailers who are able to get traditional retail customers to switch to online platforms. CRM customization is also a crucial managerial implication for conventional, digital retailers and digital-conventional retail formats.
Pengaruh Pengetahuan Pelanggan Terhadap Kualitas Pelayanan Melalui Manajemen Hubungan Pelanggan Sholeh Abadan; Robert Kristaung
Media Riset Bisnis & Manajemen Vol. 18 No. 2 (2018): Media Riset Bisnis & Manajemen
Publisher : Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (261.307 KB) | DOI: 10.25105/mrbm.v18i2.5045

Abstract

AbstrakTujuan –Penelitian ini bertujuan untuk menganalisis pengaruh pengetahuan pelanggan terhadapkualitas pelayanan melalui manajemen hubungan pelanggan.Desain / Metodologi / Pendekatan:Sampel yang digunakan dalam penelitian ini berjumlah 155 responden dengan menggunakan metode penarikan sampel purposive sampling. Penelitian ini dilakukan dengan menyebar kuisoner pada nasabah Bank OCBC NISP Jakarta. Pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM)dengan softwareyang digunakan yaitu AMOS.Temuan:Hasil penelitian ini menyatakan: (1) Terdapat pengaruh positif pengetahuan pelanggan terhadap manajemen hubungan pelanggan, (2) Terdapat pengaruh positif manajemen hubungan pelanggan terhadap kualitas pelayanan, (3) Terdapat pengaruh positif pengetahuan pelanggan  terhadap kualitas pelayanan, dan (4) Terdapat pengaruh positif pengetahuan pelanggan terhadap kualitas pelayanan melalui manajemen hubungan pelanggan. Berdasarkan dari keempat hasil pengujian yang memiliki pengaruh yang paling dominan yaitu hasil pengujian yang ketiga yaitu pengaruh positif antara pengetahuan pelanggan terhadap kualitas pelayanan Abstract Purpose - The objective of this study is to examine and analyze the influence of customer knowledge toward service quality mediated by customer relationship management.Design/Methodology/Approach:The samples being used in this study is 155 respondents. Data collection method that used in this study is purposive sampling.This research was conducted by distributing questionnaires to customers of Bank OCBC NISP Jakarta. Hypothetical testing is conducted using Structuctural Equation Model (SEM)method with the software used is AMOS.Findings:The findings of this study are: (1) Customer knowledge has positive effect on Customer relationship management, (2) Customer relationship management has positive effect on servie quality, (3) Customer knowledge has positive effect on Service quality, and (4) Customer knowledge has positive effect on service quality through customer relationship management. Based on the four test results that have the most dominant influence, the third test result is dominant influence and have a positive impact between customer knowledge on service quality
Kontribusi Reviu Terhadap Niat Beli Daring Gorby Al Rifqi; Zakario Ammukti Prayuga; Joseph Hagaturgeo Than; Robert Kristaung
Ekonomi Digital Vol. 1 No. 1 (2022): Februari
Publisher : PT. Cendekia Sapta Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (261.072 KB) | DOI: 10.55837/ed.v1i1.5

Abstract

Tujuan dari penelitian ini adalah untuk menganalisa dampak terhadap Review Quality, Review Timeliness Dan Review Valence apakah terdapat Online Purchase Intention pada Niat Beli Online Mahasiswa Pada Produk Elektronik Di E - Commerce Tokopedia. Data diperoleh dengan menyebarkan kuesioner secara online kepada Mahasiswa yang berbelanja produk Elektronik di E-Commerce. Jumlah sampel sebanyak 150 responden dan teknik pengambilan sampel yang digunakan adalah purposive sampling khususnya judgement sampling. Alat analisis yang digunakan adalah structural equation model (SEM). Hasil penelitian menunjukkan bahwa terdapat pengaruh positif Review Quality terhadap Online Purchase Intention, serta Review Timeliness terdapat pengaruh positif terhadap Online Purchase Intention, Review Valence tidak memiliki pengaruh positif terhadap Online Purchase Intention. Penelitian ini memiliki beberapa keterbatasan, seperti penelitian ini hanya berfokus kepada niat beli online mahasiswa pada produk elektronik di E - Commerce Tokopedia, serta penelitian ini tidak menggunakan variabel mediasi dan penelitian ini ditujukan kepada responden yang berprofesi sebagai mahasiswa.
Keterkaitan Social Media Terhadap Customer Satisfaction Adelea Ristiana; Ria Selvira; Widiana Sari; Robert Kristaung
Ekonomi Digital Vol. 1 No. 1 (2022): Februari
Publisher : PT. Cendekia Sapta Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (255.933 KB) | DOI: 10.55837/ed.v1i1.7

Abstract

This study aims to analyze the effect of social media activity, social media interactivity and social media content on customer satisfaction in fashion products. The methodology of this research is quantitative with a total sample of 105 respondents using purposive sampling. This research was conducted by distributing online questionnaires using a google form. The research hypothesis was tested using the Structural Equation Model (SEM) with the software used by AMOS. The results showed that social media activity, social media interactivity and social media content had a positive effect on customer satisfaction. Based on the three test results that have the greatest influence on customer satisfaction, namely on social media activity. The results of this study will assist in developing consumer satisfaction for fashion products that allow academics and practitioners to formulate operational strategies that are honed to optimize consumer satisfaction and profitability in fashion products. This study discusses the shortcomings and gaps in previous research. These findings provide a better understanding of consumer satisfaction.
The Influence of Brand Image and Promotion on Purchase Decisio annisya ilfida; Robert Kristaung
Ekonomi Digital Vol. 1 No. 2 (2022): Oktober
Publisher : PT. Cendekia Sapta Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (399.081 KB) | DOI: 10.55837/ed.v1i2.14

Abstract

Penelitian iini iimenganalisis ipengaruh citra merek terhadap keputusan pembelian; menganalisis pengaruh promosi terhadap keputusan pembelian; dan citra merek dan promosi terhadap keputusan pembelian dengan jenis kelamin dan pengeluaran sebagai variabel moderasi. Populasi penelitian ini merupakan semua konsumen yang berbelanja produk Eiger dengan jumlah sampel sebanyak 70 orang responden yang terdiri dari 26 laki-laki dan 44 perempuan. Data diperoleh dengan menggunakan teknik kuesioner yang dibagikan isecara ionline. iPengumpulan idata ipada ipenelitian iini imenggunakan imetode inon iprobability idengan iteknik ipurposive isampling. iData idiolah idan idianalisis idengan imenggunakn Ordinary Least Square (OLS) iuntuk imenguji iketiga ihipotesis idalam ipenelitian iini iyaitu idengan idan isoftware iyang idigunakan iadalah SPSS 20. Hasil penelitian ini bahwa citra merek berpengaruh terhadap keputusan pembelian; promosi berpengaruh terhadap keputusan pembelian; citra merek dan promosi mempengaruhi secara bersamaan (simultan) terhadap keputusan pembelian pada produk Eiger dan jenis kelamin dan pengeluaran mampu memoderasi pengaruh citra merek dan promosi terhadap keputusan pembelian produk Eiger.
Pengaruh Kepercayaan Merek dan promosi penjualan terhadap Keputusan Pembelian Online (studi kasus cosmetics Brand Mother Of Pearl) Chyntia fadillah nasution; Robert Kristaung
Ekonomi Digital Vol. 1 No. 2 (2022): Oktober
Publisher : PT. Cendekia Sapta Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (343.021 KB) | DOI: 10.55837/ed.v1i2.15

Abstract

Abstrak Penelitian ini bertujuan untuk memahami dan menganalisis pengaruh kepercayaan merek dan promosi terhadap keputusan pembelian pelanggan pada Cosmetics Brand Mother of pearl. Kepercayaan merek adalah seperangkat pemikiran atau pengukuran persepsi lainnya yang akan dihitung untuk memperoleh tingkat kepercayaan penerimaan produk atau layanan. Promosi adalah cara komunikasi untuk meyakinkan calon konsumen tentang jasa dan barang. Dalam penelitian ini, kepercayaan merek dan promosi diharapkan dapat mempengaruhi keputusan pembelian pelanggan. Dalam konteks ini, keputusan pembelian merupakan tindakan akhir setelah memilih dan menyimpulkan apa yang akan dilakukan selanjutnya berdasarkan informasi yang dikumpulkan. Dalam penelitian ini, metode pengambilan sampel yang digunakan adalah metode purposive sampling dan pengumpulan datanya menggunakan survei. Besar sampel adalah 71 responden, dan analisis akhir menggunakan regresi berganda. Hasil penelitian ini menunjukkan bahwa kepercayaan merek berpengaruh signifikan terhadap keputusan pembelian. Selanjutnya, Promosi tidak berpengaruh signifikan terhadap keputusan pembelian. Berdasarkan uji regresi, kepercayaan merek dan promosi secara simultan berpengaruh terhadap keputusan pembelian.
Pengaruh Brand Image terhadap Passanger Loyalty dan Perceived Value sebagai Variable Mediasi Widi Paramitha Puspa Annisa; Robert Kristaung
Jurnal Pendidikan Tambusai Vol. 7 No. 2 (2023): Agustus 2023
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai, Riau, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Indonesia, dengan 17.508 pulau, sangat mengandalkan transportasi udara untuk menghubungkan daerah terpencil dan menjalin hubungan dengan negara lain. Perjalanan udara tidak hanya lebih cepat dan nyaman, tetapi juga memainkan peran penting dalam mendorong pertumbuhan ekonomi dengan memfasilitasi kegiatan bisnis yang efisien dan merangsang perkembangan industri. Desain penelitian yang digunakan dalam studi ini adalah pengujian hipotesis, yang mengeksplorasi hubungan antara variabel dalam situasi tertentu. Studi ini mengungkapkan bahwa citra merek tidak secara langsung mempengaruhi loyalitas penumpang tetapi memiliki dampak positif pada nilai persepsi. Nilai persepsi, pada gilirannya, memengaruhi loyalitas penumpang. Penting untuk dicatat bahwa konsumen tidak memilih maskapai penerbangan hanya berdasarkan citra merek, dan citra merek yang kuat tidak selalu efektif mencapai konsumen. Citra merek yang positif mencerminkan kualitas dan reputasi baik maskapai penerbangan, sehingga konsumen mengaitkannya dengan kualitas tinggi. Nilai persepsi ditentukan oleh penilaian konsumen terhadap manfaat yang diterima dibandingkan dengan harga yang dibayarkan. Citra merek yang kuat dan positif menciptakan harapan positif bagi konsumen, yang kemudian mengharapkan nilai tinggi dari maskapai penerbangan tersebut.
Co-Authors AA Hubur Adelea Ristiana annisya ilfida B. Medina Nilasari Baliartati, Beta Oki Chyntia fadillah nasution De Irma Ekawanto, Iwan Emerald Asdy Maulana Eriko Farouz Darmawan Friska Gorby Al Rifqi Jason Tanner Joseph Hagaturgeo Than Medina Nilasari Murtanto Murtanto Odelia Putri Shabrina Pipie Puspitasari Rania Ariqah Yasir Ria Selvira Rika Andraini Rika Salsabila Rosalia Said Sarah Tiara Haryanto Septi Ordina Sholeh Abadan Widi Paramitha Puspa Annisa Widiana Sari Widya Mulyati Zakario Ammukti Prayuga