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All Journal Jurnal Pendidikan dan Keguruan Jurnal SOLMA Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia E-JRM Journal of Education Sciences (Edusci) Jurnal Terapan Pendidikan Dasar dan Menengah
Nurhajati Nurhajati
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Pengaruh Customer Experience Dan Customer Expectations Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus Pada Konsumen Toyota Kota Malang) Kurniawan, Ivan Fachrur; Nurhajati, Nurhajati; Khalikussabir, Khalikussabir
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract This research aims to analyze and describe the influence of customer experience and customer expectations on customer loyalty through customer satisfaction as an intervening variable (a case study of Toyota consumers in Malang City). The population used in this research is Toyota consumers in Malang City. The sample in this study used the hair formula obtained from 140 people. This research analyzes data using Structural Equation Modeling (SEM) techniques with the help of SmartPLS software version 4.1.0.9. The variables used in this research are customer loyalty as the dependent variable, customer satisfaction as the mediating variable, customer experience, customer expectations as the independent variable. The research results show that 1) Customer experience has an effect on customer loyalty but is not significant 2) Customer Expectations have a positive and significant effect on customer loyalty 3) Customer Experience has a positive and significant effect on customer satisfaction 4) Customer expectations have a positive and significant effect on customer satisfaction 5) Customer satisfaction has a positive and significant effect on customer loyalty 6) Customer experience has a positive and significant effect on customer loyalty through customer satisfaction as an intervening variable 7) Customer expectations have a positive and significant effect on customer loyalty through customer satisfaction as an intervening variable. Keywords: Customer Loyalty, Customer Satisfaction, Customer Experience, Customer Expectations.
Pengaruh Penerapan Environmental, Social, Dan Governance Terhadap Kinerja Keuangan Dengan Ukuran Perusahaan Sebagai Variabel Moderasi (Studi Empiris Pada Perusahaan Perbankan Yang Terdaftar Di Bursa Efek Indonesia Tahun 2019-2023) Rojaba, Niswah Itsna; Nurhajati, Nurhajati; Wahono, Budi
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract This study aims to determine the effect of Environmental, Social, and Governance on financial performance with company size as a moderating variable (Empirical study of banking companies listed on the Indonesia Stock Exchange. The sample in this study used Purposive sampling and obtained 16 companies so as to obtain 80 research data research data. Data collection techniques in this study using documentation techniques. The data analysis techniques uses PLS (Partial Least Square) analysis using SmartPLS 3.0 software. The result this study prove that environmental has an effect on financial performance. Social hasn’t effect on financial performance, and governance hasn’t effect on financial performance. The result of moderation analysis of company size moderate the effect of environmental on financial performance. While company size cannot moderate the influence of social and governance on financial performance. The implication is that banking companies need to increase awareness of the importance of implementing ESG (Environmental, Social, and Governance) aspects in their operational activities and sustainability reporting, this will increase the trust of investors, stakeholder, the general public and increase the company’s performance. Keywords: Financial Performance, Environmental, Social, Governance, Company Size
Analisis Customer Engagement, Handling Complaint dan Customer Experience dalam Membangun Customer Loyalty di Restoran Kanvill Dau Nabila, Fitria Sane; Nurhajati, Nurhajati; Khalikussabir, Khalikussabir
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract This study aims to analyze the impact of customer engagement, handling complaints, and customer experience on customer loyalty at Kanvill Dau Restaurant. These factors were selected due to their potential in enhancing customer loyalty to the restaurant. The research employs a quantitative approach with a survey method. Data were collected through questionnaires distributed to customers who had visited Kanvill Dau Restaurant, with a total sample of 108 respondents. Multiple linear regression analysis was used to examine the relationship between the independent and dependent variables. The results indicate that customer engagement does not have a significant impact on customer loyalty, whereas handling complaints and customer experience have a significant positive effect on customer loyalty. This suggests that while customer interaction with the brand does not directly influence loyalty, effective complaint handling and a satisfying customer experience can enhance customer loyalty. This study contributes to the literature on service management, particularly in understanding the factors that influence customer loyalty in the restaurant industry. The practical implication of this research is the importance for restaurants to focus on improving customer experience and complaint handling to strengthen customer loyalty. Keywords: Customer Engagement, Handling Complaint, Customer Experience, Customer Loyalty, Restaurant
Pengaruh pendidikan Kewirausahaan, Digital Literacy dan Self Efficacy Terhadap Minat Berwirausaha Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Islam Malang Putri, Wardana; Nurhajati, Nurhajati; Khalikussabir, Khalikussabir
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract This research aims to determine the influence of entrepreneurship education, digital literacy and self-efficacy on increasing interest in entrepreneurship. The object of this research is students from the Faculty of Economics and Business, Islamic University of Malang with a sample size of 82 students with the record that they have taken entrepreneurship courses and do not yet have a business. The sampling technique used was purposive sampling. Data collection techniques use questionnaires and data analysis tools. This research uses a quantitative approach because the data is obtained in the form of numbers. Based on the results of research analysis, entrepreneurship education has a positive and significant effect on interest in entrepreneurship. digital literacy has a positive and significant effect on interest in entrepreneurship. and self-efficacy has a positive and significant effect on interest in entrepreneurship.  Keywords: Entrepreneurship education, digital literacy, self-efficacy and interest in entrepreneurship
Pengaruh Pengalaman Kerja, Disiplin Kerja Dan Kepuasan Kerja Terhadap Kinerja Guru (Studi Kasus pada Guru SMA Negeri 01 Batu) Indahsari, Sesarini Rahma; Nurhajati, Nurhajati; Wahono, Budi
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract This study aims to identify and analyze the influence of work experience, work discipline and job satisfaction on teacher performance at SMA Negeri 01 Batu. The method used is quantitative research with a descriptive approach. The population in this study includes all teachers at SMA Negeri 01 Batu, totaling 68 people, with a sampling technique using the saturated sample method, so that all teachers are used as respondents. The data collected are primary data through questionnaires. Data analysis was carried out using various statistical tests, including instrument validity and reliability tests, normality tests, and classical assumption tests including multicollinearity and heteroscedasticity tests. In addition, this study uses multiple linear regression analysis and hypothesis testing, consisting of simultaneous tests, partial tests, and coefficients of determination. The findings of this study reveal that teacher performance is significantly influenced by work experience, work discipline, and job satisfaction. Collectively, these factors play a crucial role in shaping performance. When examined individually, work experience has a positive and significant impact on teacher performance. Likewise, work discipline positively and significantly affects teacher performance, while job satisfaction also exerts a significant positive influence. Keywords: Work experience, work discipline, job satisfaction and teacher performance
Pengaruh Promosi, COD (Cash On Delivery), dan Viral Marketing Terhadap Keputusan Pembelian Market Place Lazada. (Studi Kasus Mahasiswa FEB Universitas Islam Malang) Lestari, Astri Dewi; Nurhajati, Nurhajati; Wahono, Budi
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract The aim of this research is to find out the "Influence of Promotions, COD (Cash on Delivery), and Viral Marketing on Purchasing Decisions at the Lazada Market Place." The data collection method uses purposive sampling, namely taking samples from the population based on certain criteria. The data analysis technique used to measure the question indicators in the questionnaire is the Likert scale. In this research, the data source used is primary data using analysis tools and statistics from the IMB SPSS25 program. This research uses a data collection method with a questionnaire and the sample used in this research is 80 respondents. Data analysis methods include quantitative analysis using multiple linear regression techniques and partial hypothesis testing (t test). The results of this research show that promotion partially has a positive and significant effect on purchasing decisions at the Lazada market place with a significance level of 0.000 > 0.05, then Cod (Cash on Delivery) partially does not have a positive and significant effect on purchasing decisions at the Lazada market place with a significance level of 0.308 > 0.05 and Viral Marketing partially has a positive and significant effect on Purchasing Decisions at the Lazada Market Place with a significance level of 0.001 < 0.05.  Keywords: Promotion, COD (Cash on Delivery), Viral Marketing, and Purchase Decisions, Marketplace Lazada
Eksplorasi Peran Konten Marketing Dalam Meningkatkan Daya Tarik Wisatawan Flora Wisata Santerra de Laponte Sari, Cindy Putri Sukma; Nurhajati, Nurhajati; Wahono, Budi
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract This study aims to explore the role of content marketing in enhancing the attractiveness of tourist destinations, focusing on the case of Flora Wisata Santerra de Laponte. The research is motivated by the increasing competition in the tourism industry and the necessity for managers to innovate in digital promotion strategies. Literature review suggests that content marketing is effective in building destination image and increasing tourist interest. This research employs a qualitative approach through in-depth interviews and observations involving both managers and visitors. The results indicate that content marketing strategies highlighting unique attractions, visitor experiences, and creative use of social media significantly boost visibility and tourist visits. However, challenges remain in aligning content with diverse visitor preferences and objectively measuring content effectiveness. In conclusion, relevant and adaptive content marketing can strengthen the appeal of tourist destinations, but continuous evaluation is required to maintain strategy effectiveness. This study offers practical and theoretical contributions for tourism managers in designing more market-responsive promotional strategies. Keywords: Content Marketing; Tourist Attraction; Digital Promotion Strategy; Visitor Experience; Social Media; Destination Innovation; Marketing Effectiveness.  
Penerapan Strategi Komuniasi Pemasaran dalam Peningkatan Penjualan pada Café Result Sumenep Ummah, Siti Maghfirotul; Nurhajati, Nurhajati; Basalamah, M. Ridwan
Jurnal SOLMA Vol. 14 No. 2 (2025)
Publisher : Universitas Muhammadiyah Prof. DR. Hamka (UHAMKA Press)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22236/solma.v14i2.19001

Abstract

Background: Café Result yang berlokasi di Tengah pusat kota Sumenep dengan konsep yang cukup bagus cocok buat tongkrongan mahasiswa kemudian banyak menawarkan sajian menu atau produk dengan harga sangat terjangkau untuk kalangan umum khususnya mahasiswa. Tujuan dari pengabdian ini untuk memberikan strategi komunikasi pemasaran dalam meningkatkan penjualan Café Result. Metode: Metode pengabdian yang digunakan dengan pendampingan, observasi dan evaluasi. Hasil: Hasil pengabdian menunjukkan bahwa Cafe Result di Sumenep harus menerapkan strategi unik untuk menarik pelanggan dengan teknologi internet berperan besar dalam pemasaran, dan Cafe Result memanfaatkan media sosial seperti Instagram untuk menjangkau konsumen. Strategi pemasaran mereka terdiri dari tiga bagian utama: periklanan, pemasaran penjualan, dan penjualan personal sehingga bisa meningkatkan penjualan. Kesimpulan: Dalam persaingan cafe yang dinamis saat ini, Cafe Result dapat memastikan keberlanjutan dan keberhasilan jangka panjang cafe dengan menerapkan komunikasi pemasaran yang efektif agar penjualan semakin meningkat.
Pengaruh Content Creator, Online Customer Review Dan Product Avaibility Terhadap Buying Decision (Studi Kasus pada Konsumen Brand Ventela di Kota Malang) Edi, Dhadhun Arief Sarwo; Nurhajati, Nurhajati; Wahono, Budi
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 01
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract This study investigates the influence of content creators, online customer reviews, and product avaibility simultaneously and partially on purchasing decisions for Ventela brand shoes among consumers in Malang City. This study uses a quantitative approach with a survey method. Data were collected from 75 respondents who are Ventela consumers in Malang City through questionnaires distributed online. The data analysis technique used is multiple linier regression analysis. The results of the study are expected to reveal how much contribution each independent variable (content creator, online customer reviews, and product availability) has in influencing Ventela consumer purchasing decisions. The implications of this study are expected to be valuable input for Ventela companies in developing more effective and responsive marketing strategies to consumer preferences in this digital era.  Keywords:Content Creator, Online Customer Review, Product Avaibility, Buying Decision
Pengaruh Word of mouth, Biaya Pendidikan Dan Fasilitas Madrasah Diniyah Terhadap Keputusan Wali Santri Memilih Madrasah Diniyah (Studi Kasus Pada Wali Santri Madrasah Diniyah Masjid Agung An-Nuur Kota Batu) Nur Halizah, Sania Putri; Nurhajati, Nurhajati; Amin, Muhammad Sirojuddin
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 14 No. 02
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract The selection of a diniyah madrasah (Islamic educational institution) for children involves multidimensional considerations from guardians, including social, economic, and infrastructural factors. This study aims to analyze the influence of Word of mouth (WOM), Education Costs, and Facilities on the decision-making of guardians at Madrasah Diniyah Masjid Agung An-Nuur in Batu City. A quantitative method was employed, with primary data collected through questionnaires distributed to 63 guardians as the research sample. Data were analyzed using multiple regression in IBM SPSS. The results indicate: (1) WOM has a significant partial influence on the selection decision; (2) Education Costs Facilities show no significant individual effects; (3) Collectively, the three variables account for 64.7% of the decision variability. These findings suggest that social recommendations (WOM) dominate the decision-making process, while financial and physical infrastructure considerations are less critical in this religious community context. The study underscores the importance of community-based communication strategies to enhance the competitiveness of diniyah madrasahs. Keywords: : Word of mouth, Education Costs, Facilities, Decision-Making, Diniyah Madrasah
Co-Authors Agus Salim Agustinus Agustinus Ahmad Alan Ferry F Alhidayatullah Nur Utomo Putra Amailia Savira Amalia Rohmatul Kamalia Amin, Muhammad Sirojuddin Anak Agung Gede Sugianthara Andreansyah, Onky Anisya Nurisnaini Safitri Astutik, Helmi Asyah Rohmatul Atun Halimatus Saadiah Aulia Rizka May Rosa Aulia, Selsa Reza Putri Azwar Erizaldy Basalamah, Muhammad Ridwan Celina Ayunda Salsabilla Diana Putri Milenia Dyah Ayu Firkah Islamiah Edi, Dhadhun Arief Sarwo Eliana Sari, Eliana Erika Niswatun Nur Aziza Fian Arifiona Faradila Fidiah Anggraeni Hamida, Rahma Nur’aini Iin Widyantasari Ikhlashi, Bunga Indahsari, Sesarini Rahma Innda Indarti Jayanti Khusnul Kholifah Karnati, Neti Khalikussabir, Khalikussabir Kurniawan, Ivan Fachrur Lestari, Astri Dewi Lisa Febriyanti Valentino Lutha, Isnaini Aulia M. Hufron Mega Ayu Lestari Mubarok, Moh Sahrul Muchamad Agus Setiawan Muhammad Shohibul Munir Muhammad Zamanudin N. Rachma Nabila, Fitria Sane Nafisatun Nasyidah Nilla Uswatun Chasanah Nindy Sagrya Almenia Ningrum, Erina Oktavia Nofita, Dyah Novitasari, Mega Nur Halizah, Sania Putri Nurul Qamariyah Pardiman Pardiman Pertiwi, Santhi Putri, Wardana R. Madhakomala Rahmawati, Rahmawati Rika Yunita, Rika Rio Era Deka Rizkhie, Viga Esa Rojaba, Niswah Itsna Rosa Widyanti Djafar Safi’i Ma&#039;arif Sari, Cindy Putri Sukma Siti Asiyah Siti Asiyah Sri Hanikah Syifa’, Ahmad Mujahidin Ummah, Siti Maghfirotul Viranda Devta Avita Dheana Yolanisa Zulfa Salsabila Yuni Wulandari Yurina Khusnal Amaliyyah Zakiatul Fitria