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All Journal E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis The Asian Journal of Technology Management (AJTM) Agricore: Jurnal Agribisnis dan Sosial Ekonomi Pertanian Unpad Jurnal Mirai Management Widya Cipta : Jurnal Sekretari dan Manajemen Jurnal Manajemen Indonesia Jurnal Studi Manajemen dan Bisnis Journal of Economic, Bussines and Accounting (COSTING) JMM (Jurnal Masyarakat Mandiri) SEIKO : Journal of Management & Business Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Journal of Humanities and Social Studies Sosiohumanitas: Jurnal Ilmu-Ilmu Sosial dan Humaniora Jurnal Ilmu Sosial Politik dan Humaniora (Jisora) International Journal of Economics, Business and Accounting Research (IJEBAR) JSMA (Jurnal Sains Manajemen dan Akuntansi) Cakrawala Repositori Imwi Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal of Business, Management and Economics Sawala : Jurnal pengabdian Masyarakat Pembangunan Sosial, Desa dan Masyarakat Jurnal Abdi Masyarakat Indonesia Co-Value : Jurnal Ekonomi, Koperasi & Kewirausahaan Prosiding Konferensi Nasional PKM-CSR Journal Of World Science Economic Reviews Journal International Journal of Entrepreneurship and Business Management eProceedings of Management IIJSE Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah International Journal of Digital Marketing
Ratih Hendayani
Universitas Telkom
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Pengaruh Kualitas Layanan Self Service Technology (SST) terhadap Loyalty dan Behavioral Intention dengan Customer Satisfaction Sebagai Variabel Moderasi Anggun Permata Sari; Ratih Hendayani
JSMA Vol 15 No 2 (2023): JSMA (Jurnal Sains Manajemen dan Akuntansi)
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi STAN IM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37151/jsma.v15i2.133

Abstract

Perkembangan teknologi memaksa perusahaan untuk memikirkan kembali model organisasi mereka karena beberapa perusahaan telah menunjukkan keunggulan dalam mengeksploitasi teknologi digital untuk mendapatkan keunggulan kompetitif di pasar industri. Perkembangan teknologi memberikan perusahaan peluang untuk mengganti atau memperbarui layanan tradisional dengan Self Service Technology (STT). Tujuan adanya penelitian ini adalah untuk mengetahui pengaruh kualitas layanan Self Service Technology (SST) terhadap customer satisfaction, loyalty dan behavioral intention dalam menggunakan Self Service Technology (SST). Objek pada penelitian ini yaitu McDonald’s di wilayah Bandung. Penelitian ini menggunakan jenis penelitian kuantitatif dengan metode analisis Struc- tural Equation Modeling (SEM) yaitu Partial Least Square (PLS). Tenik pengumpulan data menggunakan kuesioner yang disebarkan kepada pelanggan yang pernah menggunakan Self ordering kiosk McDonald’s untuk pemesanan makanan minimal satu kali dan berada di wila- yah Bandung, dengan sampel sebanyak 385 pelanggan. Hasil penelitian membuktikan bahwa kualitas layanan Self Service Technology (SST) berpengaruh positif dan signifikan terhadap loyalty, behavioral intention dan customer satisfaction. Serta didapatkan juga bahwa customer satisfaction mampu memediasi hubungan antara kualitas layanan Self Service Technology (SST) dengan loyalty dan behavioral intention.
The Impression of Logistic Management on Customer Satisfaction in Small and Medium Enterprises Riski Delfi Nur Aisa; Ratih Hendayani
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 4 No 1 (2021): Sharia Economic: July, 2021
Publisher : Sharia Economics Department Universitas KH. Abdul Chalim, Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v4i1.1708

Abstract

Batam has its own regulations to regulate its area. It is part of the Free Trade Area making Batam a priority area for exports and imports. The purpose of this research is to find out whether there is an effect of Logistics Management on Customer Satisfaction in SMEs in the Free Trade Area during a decline in economic growth. In, collecting data, the researchers used an instrument in the form of a questionnaire whose respondents were business actors in Small and Medium Enterprises (SMEs) in Batam. There are 428 samples then used as data analysis, applying Simple Linear Regression Analysis Technique using SPSS as a data processing tool. The results shown in the form of Logistics Management have a significant effect on SME Customer Satisfaction in Batam when there is a decline in economic growth.
Pelayanan Digital Kelurahan bagi Pegawai Kelurahan Nyengseret Kota Bandung dan Wawasan Entrepreneurship di Era Digital Ratih Hendayani; Dwi Fitrizal Salim; Nora Amelda Rizal; Astrie Krisnawati
Jurnal Abdi Masyarakat Indonesia Vol 4 No 2 (2024): JAMSI - Maret 2024
Publisher : CV Firmos

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54082/jamsi.1065

Abstract

Tujuan dari pengabdian masyarakat ini untuk memberikan pemahaman kepada perangkat Kelurahan mengenai pengurusan surat dengan bantuan Teknologi Informasi Komunikasi, sehingga kinerja para perangkat Kelurahan akan semakin efisien dan efektif dalam melaksanakan tugas untuk melayani kebutuhan masyarakat dalam hal surat menyurat. Pelaksanaan pengabdian masyarakat dilakukan secara langsung di Fakultas Ekonomi dan Bisnis Telkom University. Pelatihan kepada perangkat kelurahan akan memberikan pengetahuan dasar bagaimana cara memanfaatkan teknologi yang sederhana dan pelatihan peningkatan jiwa entrepreneurship, dan pemanfaatan media sosial untuk untuk penjualan UMKM.  Didukung dengan adanya teknologi Informasi yang telah menjadi kebutuhan penting masyarakat saat ini, dengan teknologi informasi akses informasi menjadi lebih mudah dan dapat menjangkau semua lapisan masyarakat. Selain itu, teknologi informasi akan memberikan kemudahan bagi masyarakat dalam membantu meringankan pekerjaan atau tugas dengan bantuan perangkat lunak atau aplikasi. Potensi keberlanjutan program entrepreneurship adalah membantu ikut serta dalam membangun jiwa kewirausahan berbasis digital pada masyarakat sekitar kelurahan Nyengseret Kota Bandung. Hasil kegiatan ini adalah meningkatnya antusias dari para perangkat kelurahan untuk lebih mempelajari teknologi dalam pelayanan dan mendapatkan wawasan baru mengenai kewirausahaan bagi para UMKM yang ada dalam binaan kelurahaan Nyengseret dengan memanfaatkan teknologi atau dengan kata lain pemanfaatan digitalisasi dalam aspek pelayanan dan peningkatan layanan kewirausahaan UMKM binaan. Dan kegiatan Pengabdian kepada Masyarakat ini mendukung program SDGs Pekerjaan Layak dan Pertumbuhan Ekonomi.
Pelatihan Pemasaran Digital dan Branding sebagai Upaya untuk Meningkatkan Penjualan Produk Usaha di Desa Pulosari Ratih Hendayani; Adhi Prasetio; Maya Ariyanti; Dwi Fitrizal Salim
Jurnal Abdi Masyarakat Indonesia Vol 4 No 2 (2024): JAMSI - Maret 2024
Publisher : CV Firmos

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54082/jamsi.1098

Abstract

Perkembangan pesat dalam dunia usaha dan pasar global memicu tuntutan akan pemahaman yang mendalam terhadap strategi pemasaran dan branding. Kehadiran potensi sumber daya lokal dan produk unggulan di Desa Pulosari, Kecamatan Pangalengan, membuka peluang besar bagi pertumbuhan ekonomi dan kesejahteraan masyarakatnya. Namun, terbatasnya pengetahuan dan keterampilan dalam pemasaran serta kurangnya upaya branding menjadi kendala utama dalam mengoptimalkan potensi tersebut. Pelatihan strategi pemasaran dan branding yang diselenggarakan untuk Karang Taruna atau pemuda di Desa Pulosari guna memperluas wawasan mereka tentang kebutuhan pasar, mengembangkan rencana pemasaran yang efektif, dan meningkatkan daya saing produk. Diharapkan bahwa melalui pemahaman yang lebih baik mengenai strategi ini, produk-produk lokal mampu menjangkau pasar yang lebih luas, baik di tingkat lokal, regional, maupun global, serta mendorong pertumbuhan ekonomi secara signifikan. Setelah pelatihan, terjadi perkembangan signifikan dalam pemahaman peserta terkait pemasaran digital dan branding. Evaluasi menunjukkan peningkatan yang kuat pada pengetahuan tentang strategi pemasaran digital dan kampanye pemasaran. Ada juga peningkatan dalam memahami fungsi platform digital untuk usaha dan strategi branding. Pelatihan ini pun akan memberikan dampak sosial positif dengan membangun keterampilan komunikasi, kolaborasi, dan inovasi pada pemuda desa, yang diharapkan menjadi agen perubahan dalam pengembangan ekonomi lokal serta memperkuat rasa kebersamaan dan solidaritas di antara anggota Karang Taruna.
THE EFFECT OF E-SERVICE QUALITY ON CUSTOMER SATISFACTION OF CASH RECYCLING ATM USERS WITH TECHNOLOGICAL OPTIMISM AS A MODERATING VARIABLE Nurida Dhatin Afiza Rachman; Ratih Hendayani
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 7, No 2 (2023): IJEBAR, VOL. 07 ISSUE 02, JUNE 2023
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v7i2.8898

Abstract

In business organizations, there has been an increase in the use of information technology and rapid technological developments, including in the banking industry. Most banks have implemented technology-based self-service solutions to overcome barriers related to time, distance, and communication. One of these solutions is the Automated Teller Machine (ATM). The object of this study is the BCA Cash Recycling ATM. The purpose of this study is to explain the relationship between reliability, security, convenience, functionality, responsiveness, and customer satisfaction in Cash Recycling ATM users, including technological optimism as a moderator. This study used quantitative methods with data analysis techniques, using partial least squares (PLS) structural equation modeling (SEM). The number of samples used in this study was 114 Bank BCA customers domiciled in Bandung City who had used BCA Cash Recycling ATMs to conduct banking transactions. The findings of this study show a positive and significant relationship between convenience and customer satisfaction. However, reliability, security, functionality, and responsiveness did not have a significant effect on customer satisfaction. Technological optimism did not have an interaction effect (moderation) on the relationship between the five factors of e-service quality on SST and customer satisfaction.
THE INFLUENCE OF JASA MARGA SOCIAL AND ENVIRONMENTAL RESPONSIBILITIES ON ACHIEVING SUSTAINABLE DEVELOPMENT GOALS IN INDONESIA Rizqi Aina; Ratih Hendayani
JHSS (JOURNAL OF HUMANITIES AND SOCIAL STUDIES) Vol 7, No 3. (2023): JHSS (Journal of Humanities and Social Studies)
Publisher : UNIVERSITAS PAKUAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jhss.v7i3.8289

Abstract

Sustainable Development Goals are increasingly becoming a concern for several countries, that according to United Nations they need to achieve the 17 goals of these SDGs by 2030. In achieving the SDGs all parties who have an interest need to collaborate, namely the stakeholders of the SDGs where one of them is a business actor. Jasa Marga as a largest toll road company in Indonesia has realized that SDGs are an important aspect of its business process. The purpose of this study was to determine the influence of corporate social and environmental responsibility on the achievement of the SDGs. This study will analyze 134 samples of Jasa Marga employee using the Structural Equation Modeling (SEM) analysis method, namely Partial Least Square (PLS). The results of the study show that there is a positive relationship between social responsibilities and environmental responsibilities of Jasa Marga in supporting the achievement of SDGs in Indonesia and the existence of organizational effectiveness which mediates the company's social responsibilities and environmental responsibilities with the achievement of SDGs and it is also found that organizational effectiveness can support the achievement of SDGs. Thus, this study can show that there is a positive influence from the company's social responsibilities and environmental responsibilities in supporting the achievement of SDGs in a region. This study has a limitation so in addition, further study can also collect more diverse data and increase the population.
Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Aplikasi Gopay Ferdy Ilham Muhammad Zam Zam; Ratih Hendayani
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 6 No. 8 (2024): 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.v6i8.3635

Abstract

In the era of digitalization, Indonesians' internet consumption patterns increasingly drive the use of digital wallets for electronic payments. The popularity of digital wallets triggers competition in Indonesia's financial technology industry, encouraging companies to maintain customer loyalty to avoid brand-switching. This research provides insights into how service quality contributes to customer satisfaction and loyalty, addressing the research gap regarding digital wallets and inconsistencies in previous studies on service quality and customer loyalty. The objective is to identify whether the decline in customer satisfaction and service quality in the Gopay digital wallet application causes declining customer loyalty. This research uses quantitative methods with descriptive and causal aims. The research population is Indonesian Gopay users, with non-probability sampling of 385 respondents. Structural Equation Modeling (SEM) was used for data analysis with AMOS 24 software. Research findings show that user satisfaction with the Gopay application is significantly and positively influenced by service quality. In addition, contributing to overcoming the gap between previous research findings and service quality results has a significant and positive effect on customer loyalty to the Gopay application. Customer satisfaction is significant and positive on Gopay application loyalty. In addition, the service quality and customer loyalty of the Gopay application are positively influenced by the meaningful and constructive mediation function played by customer satisfaction. By selecting specific regions for a more thorough assessment of the financial results related to the Gopay application, future researchers may be able to use this research as a reference and point of reference.
Pengaruh FOMO (Fear of Missing out) By Tiktok Influencer terhadap Minat Beli Produk Scarlett Cut Tamara Falajunah; Ratih Hendayani
Economic Reviews Journal Vol. 3 No. 2 (2024): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v3i2.340

Abstract

This study examines the influence of Tiktok influencers on the purchasing interest of Scarlett skincare products in Indonesia. The phenomenon of skincare industry growth and marketing strategies has increased consumer purchasing interest. The research objective is to evaluate the impact of FOMO generated by Tiktok influencers on consumer purchasing interest in Scarlett products. Quantitative methods were employed, collecting data from 350 respondents through surveys, and analyzed using descriptive approaches and structural equation modeling. Findings indicate that social media marketing, particularly through Tiktok influencers, has a significant positive impact on Scarlett product purchasing interest. Materialism also positively and significantly influences purchasing interest, while materialism moderate the relationship between social media marketing and consumer purchase intention. In conclusion, the role of social media and influencers is crucial in influencing consumer behavior in selecting local skincare products in Indonesia.
Integrasi Rantai Pasokan Hijau dan Keberlanjutan Perusahaan (Studi Kasus: BOB PT BSP–Pertamina Hulu) Habiba Putri Amelia; Ratih Hendayani
Co-Value Jurnal Ekonomi Koperasi dan kewirausahaan Vol. 15 No. 3 (2024): Co-Value: Jurnal Ekonomi, Koperasi & Kewirausahaan
Publisher : Program Studi Manajemen Institut Manajemen Koperasi Indonesia Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/covalue.v15i3.4658

Abstract

Badan Operasi Bersama (BOB) PT Bumi Siak Pusako (BSP) – Pertamina Hulu merupakan sebuah konsorsium yang terdiri dari Badan Usaha Milik Daerah (BUMD) dan Badan Usaha Milik Negara (BUMN), yang bertanggung jawab atas pengelolaan ladang minyak di Kabupaten Siak, Riau. Penelitian ini bertujuan untuk menganalisis dampak Supplier Integration, Customer Integration, dan Internal Integration terhadap kinerja berkelanjutan serta ketidakpastian lingkungan. Selain itu, penelitian ini juga mengeksplorasi peran mediasi ketidakpastian lingkungan dalam hubungan antara Supplier Integration, Customer Integration, dan Internal Integration dengan kinerja berkelanjutan. Data dikumpulkan melalui kuesioner yang dibagikan kepada 80 pegawai BOB PT Bumi Siak Pusako – Pertamina Hulu dan pengumpulan data sekunder yang relevan. Teknik analisis yang digunakan adalah analisis multivariat dengan metode SEM-PLS untuk menguji model luar dan model dalam. Hasil penelitian menunjukkan bahwa 77,7% dari variabel Sustainable Performance dipengaruhi oleh Supplier Integration, Customer Integration, Internal Integration, dan Environmental Uncertainty. Model ini mampu menjelaskan 49,7% informasi dari data penelitian. Penelitian ini juga mengungkapkan bahwa Supplier Integration dan Customer Integration tidak berpengaruh pada Sustainable Performance di BOB PT BSP Pertamina Hulu. Sebaliknya, Internal Integration dan Environmental Uncertainty memiliki dampak signifikan terhadap Sustainable Performance. Environmental Uncertainty tidak berfungsi sebagai mediator dalam hubungan antara Supplier Integration, Customer Integration, Internal Integration, dan Sustainable Performance di BOB PT BSP Pertamina Hulu.
PENGUATAN KAPASITAS BADAN USAHA MILIK DESA (BUMDES) UNTUK MENGOPTIMALKAN POTENSI DESA DALAM RANGKA PEMBERDAYAAN MASYARAKAT DAN POTENSI DESA DI KABUPATEN TASIKMALAYA Silvianita, Anita; Ahmad, Mokhtarrudin; Rubiyanti, Nurafni; Alfanur, Farah; Hendayani, Ratih; Rachmawati, Indira; Pradana, Mahir; Fakhri, Mahendra; Yunani, Akhmad; Dewi Kumalasari, Amalina; Zahid, Azham; bin Abu Sujak, Aznul Fazrin; Raja Razali, Raja Razana; Mangsor, Miza
Sawala : Jurnal pengabdian Masyarakat Pembangunan Sosial, Desa dan Masyarakat Vol 4, No 2 (2023): Sawala : Jurnal pengabdian Masyarakat Pembangunan Sosial, Desa dan Masyarakat
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/sawala.v4i2.50394

Abstract

  Peran Badan Usaha Milik Desa (BUMDES) menjadi kunci dalam penguatan ekonomi desa dan pembangunan kerakyatan di Indonesia. BUMDES memfasilitasi pengelolaan potensi sumber daya alam dan manusia di desa untuk menciptakan nilai tambah, lapangan kerja, dan meningkatkan pendapatan asli desa. Melalui PP No. 11 Tahun 2021, desa diberikan otonomi yang lebih besar untuk mengelola sumber daya secara mandiri, memungkinkan BUMDES menjadi pusat akses layanan ekonomi desa yang lebih baik. Meski memiliki potensi besar, BUMDES menghadapi tantangan, termasuk peningkatan kompetensi manajerial dan inovasi bisnis untuk tetap relevan di era digitalisasi dan globalisasi. Dalam konteks ini, RKPD Kabupaten Tasikmalaya Tahun 2017 menggarisbawahi pentingnya integrasi perencanaan pembangunan yang responsif terhadap kebutuhan lokal. Artikel ini mengkaji kolaborasi pengabdian masyarakat antara Universitas Telkom dan Multimedia University, Malaysia, yang mengimplementasikan serangkaian workshop dan forum diskusi grup (FGD) untuk menguatkan kapasitas BUMDES di Kabupaten Tasikmalaya. Kegiatan ini, yang terdiri dari seminar, presentasi, dan sesi diskusi, mengidentifikasi kebutuhan BUMDES dalam pengelolaan bisnis, pengembangan sumber daya manusia, dan pemanfaatan teknologi. Hasilnya menunjukkan peningkatan kesadaran, pemahaman potensi desa, kebutuhan peningkatan kapasitas, dan pembentukan jaringan komunikasi sebagai langkah progresif menuju penguatan BUMDES.                                                                                  The role of the Village-Owned Enterprises (BUMDES) is pivotal in strengthening village economies and community-based development in Indonesia. BUMDES facilitates the management of the village's natural and human resources to create added value, jobs, and to increase the village's original income. Through Government Regulation No. 11 of 2021, villages were granted greater autonomy to manage resources independently, allowing BUMDES to become a better access center for village economic services. Despite its great potential, BUMDES faces challenges, including the need to enhance managerial competencies and business innovations to remain relevant in the era of digitalization and globalization. In this context, the Regional Medium-Term Development Plan (RKPD) of Tasikmalaya Regency in 2017 emphasized the importance of integrating development planning that is responsive to local needs. This article examines the community service collaboration between Telkom University and Multimedia University, Malaysia, which implemented a series of workshops and focus group discussions (FGD) to strengthen the capacities of BUMDES in Tasikmalaya Regency. These activities, which included seminars, presentations, and discussion sessions, identified BUMDES' needs in business management, human resource development, and technology utilization. The results indicate an increase in awareness, understanding of village potential, capacity building needs, and the formation of a communication network as progressive steps towards strengthening BUMDES.  
Co-Authors Adhi Prasetio Ahmad, Mokhtarrudin Akhmad Yunani Alamsyah, Rachel Anggraini Amira Lalitya Ekhaputri Amira Lalitya Ekhaputri Anggun Permata Sari Anita Silvianita Annisa Nurbaiti Ariel Axton Emmanuel Arlisa, Berliana Rizki Astrie Krisnawati bin Abu Sujak, Aznul Fazrin Bondatama, Nofrizal Chalarhena, Novinda Cut Tamara Falajunah Danial, Jihan Nabilah Dedi Iskamto Dini Turipanam Alamanda Dudi Pratomo Dwi Fitrizal Salim Elvara Hana Salsabila Kusbiantara Fajra Octrina Farah Alfanur Fauzi, Putri Aulia Fariha Ferdy Ilham Muhammad Zam Zam Ganesan, Yuvaraj Habiba Putri Amelia Hani Gita Ayuningtias Indira Rachmawati Jimmy Julio Ratu Edo Johan, Petrus Kiki Sudiana Mahendra Fakhri Mahir Pradana Mangsor, Miza Maya Ariyanti Mochamad Shahbaz Van Ahsen Muhammad Fadhel Gunawan Naufal Setiawan Nissa Rawindadefi Nora Amelda Rizal Nurhasan, Rohimat Nurida Dhatin Afiza Rachman Nurul Adimah Oktavian, Fadhlan Dinan Putri Aulia Fariha Fauzi Putri Linggasari Sofi Putu Nina Madiawati R. Amalina Dewi Kumalasari R. Nurafni Rubiyanti Raja Razali, Raja Razana Ratu Edo, Jimmy Julio Ridwan Purwanadita Riska Sukmawati Riski Delfi Nur Aisa Riski Taufik Hidayah Rizqi Aina ruben shosa shobura Rustana, Anisa Putri Sabilla, Rilla Umaya Setiadi Setiadi Surya Pangestika Tatang Mulyana wiji safitri Wira Pramana Putra Yalviolita, Cantika Zahid, Azham Zahra Athaluthfi Zansabila Yustika Putri