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YUDI NUR SUPRIADI
Universitas Pembangunan Nasional Veteran Jakarta
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The Effect of Electronic Customer Relationship Management (E-CRM) on Customer Loyalty Through Customer Experience on WhatsApp Loyalty Recipients Sanjaya, Harry; Astuti, Miguna; Noraini Nasirun; Yudi Nur Supriadi
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 3 (2025): Dinasti International Journal of Economics, Finance & Accounting (July-August 2
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i3.4639

Abstract

This study aims to analyze the impact of Electronic Customer Relationship Management (E-CRM) on customer loyalty through customer experience among users of the WhatsApp Loyalty YOBO platform in the Food and Beverage (F&B) sector. The research seeks to answer the following questions: (1) Does E-CRM influence customer experience, (2) Does customer experience impact customer loyalty, and (3) Does customer experience mediate the relationship between E-CRM and customer loyalty. A quantitative explanatory research design was employed, with data collected through structured questionnaires from 360 respondents who were WhatsApp Loyalty YOBO users. The data was analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) via SmartPLS 4.0 to evaluate the relationships between E-CRM, customer experience, and customer loyalty. Validity, reliability, and mediation analyses were conducted to ensure robust results. The study found that E-CRM significantly enhances customer experience, which, in turn, positively influences customer loyalty. Furthermore, customer experience was identified as a mediating variable that strengthens the relationship between E-CRM and customer loyalty. These results highlight the importance of customer experience in maximizing the benefits of E-CRM tools. Differences in the impact were observed across demographic groups, indicating the potential for tailored strategies. The findings demonstrate the pivotal role of E-CRM in fostering customer loyalty by enhancing customer experience. Businesses in the F&B industry are encouraged to optimize E-CRM features like personalization, timely communication, and seamless service delivery. Future research can explore additional factors, such as market competition or cultural influences, to further elucidate E-CRM's role in driving customer loyalty. Keyword: customer experience, customer loyalty, digital marketing, E-CRM, WhatsApp Loyalty.
Measuring Customer Loyalty Using Net Promoter Score: Analysis in Insurance Companies Marin, Nauva; Assumpta Wikantari, Maria; Nur Supriadi, Yudi
Eduvest - Journal of Universal Studies Vol. 5 No. 7 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i7.51626

Abstract

The insurance industry operates in a highly competitive environment, where understanding customer loyalty is crucial for strategic business development. The Net Promoter Score (NPS) serves as a key performance indicator to gauge customer loyalty by measuring their likelihood to repurchase and recommend services. This study focuses on analyzing NPS implementation in Indonesian insurance companies to identify factors influencing customer loyalty and areas for improvement. The research objectives include evaluating the impact of customer experience, market segmentation, and loyalty-supporting factors on NPS scores. Data were collected through an NPS survey conducted from May to September 2023, targeting 1,195 valid respondents from 25 branches across Indonesia. The survey assessed customer perceptions across 13 product and service dimensions, including product diversity, claim process ease, and digital service support. Findings revealed an NPS score of 62.43, significantly higher than the industry average, indicating strong customer loyalty. Key strengths included certainty of benefits and clarity of service flow, while weaknesses were identified in digital service support and claim settlement speed. Segmentation analysis showed variations in loyalty by customer type, gender, age, and tenure. The study highlights the need for targeted improvements in digital services and claims processes, alongside better data distribution across branches. Implications suggest that insurers can enhance loyalty by addressing identified weaknesses and leveraging strengths in promotional campaigns. This research provides foundational insights into NPS effectiveness in Indonesia’s insurance sector, offering actionable recommendations for industry practitioners
Perbaikan Kualitas Layanan Pesantren Berbasis Kebutuhan Santri: Implementasi ServQual dan QFD Rahim, Abdul; Supriadi, Yudi Nur; Iswanto, A Heri
PAKAR Pendidikan Vol 23 No 2 (2025): Published in July 2025
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/pakar.v23i2.786

Abstract

The quality of education is a crucial factor for the progress of the nation in forming a high-capacity and moral society. Pesantren, as boarding educational institutions in Indonesia, have more complex service demands than non-Islamic boarding schools because they manage formal and non-formal programs. Initial studies at Islamic Boarding School XYZ showed that there had been no improvement in services based on Voice of Customer. This study aims to maximize the quality of Islamic Boarding School XYZ services by focusing on the five dimensions of SERVQUAL (physical evidence, reliability, responsiveness, assurance, and empathy). Data collection was carried out through questionnaires distributed to students as respondents. Data analysis was carried out by implementing the SERVQUAL method to identify service gaps and Quality Function Deployment (QFD) to formulate action plans based on improvement priorities. The results of the study identified 19 service attributes that needed improvement. These improvement recommendations were compiled based on a comprehensive analysis using SERVQUAL and QFD, providing concrete guidance for XYZ Islamic Boarding School to effectively improve the quality of services based on the needs of students.
Pengaruh Beban Kerja dan Lingkungan Kerja Terhadap Organizational Citizenship Behavior (OCB) Dengan Mediasi Workplace Spirituality Suwarni, Tri; Supriadi, Yudi Nur; Jubaedah, Jubaedah
Jurnal Locus Penelitian dan Pengabdian Vol. 4 No. 5 (2025): JURNAL LOCUS: Penelitian & Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v4i5.4051

Abstract

Kinerja pegawai sering kali berbeda-beda tergantung pada pembagian beban kerja, yang mencerminkan pemanfaatan waktu kerja secara produktif. Namun, beban kerja yang berlebihan dapat menimbulkan ketidaknyamanan, kelelahan, dan penurunan keterlibatan kerja. Organizational Citizenship Behavior (OCB)—perilaku sukarela di luar tugas formal—sangat penting untuk mencapai tujuan organisasi, namun seringkali terhambat oleh beban kerja yang berat dan lingkungan kerja yang tidak mendukung. Laporan industri tahun 2021 menunjukkan bahwa tingkat OCB di kalangan pekerja masih rendah akibat faktor-faktor tersebut. Penelitian ini bertujuan untuk menganalisis pengaruh beban kerja dan lingkungan kerja terhadap OCB, dengan Workplace Spirituality sebagai variabel mediasi. Penelitian menggunakan pendekatan kuantitatif, dengan pengumpulan data dari 173 pegawai Balai Pengamanan Alat dan Fasilitas Kesehatan (BPAFK) melalui kuesioner elektronik. Analisis data dilakukan menggunakan SmartPLS dengan pendekatan deskriptif-inferensial, meliputi model pengukuran dan model struktural. Hasil penelitian menunjukkan bahwa beban kerja dan lingkungan kerja berpengaruh signifikan terhadap OCB, baik secara langsung maupun tidak langsung melalui spiritualitas di tempat kerja. Namun, koefisien jalur langsung lebih kuat dibandingkan efek mediasi, menunjukkan kemungkinan adanya faktor lain yang memengaruhi. Temuan ini menekankan pentingnya strategi organisasi yang holistik yang tidak hanya memperhatikan tugas dan kondisi, tetapi juga kesejahteraan spiritual pegawai.
Comparative Analysis of the Influence of Financial Performance on the Capital Structure of Food and Beverage and Transportation Services Companies Listed on the IDX Pasaribu, Raulian Franciskus; sumilir, sumilir; Yudi Nur Supriadi
Jurnal Ekonomi dan Keuangan Syariah Vol. 4 No. 2 (2025): September 2025
Publisher : Peduli Riset dan Pengabdian Masyarakat

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

Abstract

This study examines the factors that affect the capital structure of food and beverage sub-sector companies and transportation services sub-sectors listed on the Indonesia Stock Exchange (IDX) during the 2020-2022 period. The study also examines the comparison of the capital structure of food and beverage companies with transportation services during the 2020-2022 period. Sample determination technique using the purposive sampling method, the selection of samples from 25 companies in the food and beverage sub-sector resulted in 15 companies being accepted. Then from 36 companies in the Transportation Services sub-sector, 15 companies were accepted. Data analysis was carried out using Microsoft excel, Hypothesis testing using multiple linear regression analysis and differential test using Indpendent sample t-test with SPSS 23 program with a significance level of 5%. The test results were obtained that the profitability variable had a negative effect on the capital structure of the food and beverage company and transportation services. Next, the sales growth variable has no effect on the capital structure of food and beverage companies and transportation services. For food and beverage companies, the size of the company has no influence on the capital structure. However, unlike transportation service companies, the company size variable has a positive influence on the capital structure. The results of the study also show that there is a significant difference in capital structure between food and beverage companies and transportation services. Keywords: Profitability, sales growth, company size, capital structure, and independent sample t-test.
ANALISIS RISIKO PROYEK PEMBANGUNAN SITUS MUARO JAMBI RISK ANALYSIS OF THE MUARO JAMBI HISTORICAL SITE DEVELOPMENT PROJECT Dwiyanto, Muhaswad; Supriadi, Yudi Nur
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.433

Abstract

The Muaro Jambi site, which is recognized as a Cultural Heritage through the Decree of the Minister of Education and Culture of the Republic of Indonesia Number 259/M/2013, has an important value as the nation's cultural heritage. As part of preservation efforts, the site has a vital role in understanding and developing history, science, and culture. Therefore, its management needs to be carried out appropriately through protection, development, and utilization that can support the progress of national culture for the welfare of the community. As part of this utilization step, the Muaro Jambi Site development project will begin in 2024. To ensure that this project is carried out efficiently, effectively, and accountably, a risk analysis of various activities related to this project is carried out. The results of risk identification in the early stages of the project revealed that there were 62 risks related to museum construction, 52 risks to environmental arrangement, 63 risks to restoration, and 53 risks related to interior activities and Information Communication and Technology (ICT). These risks include operational, financial, legal, fraud, as well as strategic and policy risks. From the results of the analysis, it can be concluded that the identification of risks in all project activities shows significant similarities, although there are slight differences due to the specific nature of each activity. In addition, there are several key risks that need to be seriously considered to ensure the achievement of project objectives, namely budget blocks, cultural heritage findings during excavation, and lack of involvement of the surrounding community in the sustainability of the project. Therefore, high and very high levels of risks must be addressed immediately with appropriate mitigation, while medium-level risks can be monitored on an ongoing basis. Risks with low levels still need to be monitored to prevent greater negative impacts
Penguatan Kepercayaan Diri Anak dengan Pelatihan Dasar Kepemimpinan Forum Anak Tingkat Kota Tangerang Yudi Nur Supriadi; Zackharia Rialmi; Jaka Wijaya Kusuma; Hamidah Hamidah
Jurnal Pengabdian UNDIKMA Vol. 3 No. 2 (2022): August
Publisher : LPPM Universitas Pendidikan Mandalika (UNDIKMA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33394/jpu.v3i2.5638

Abstract

The purpose of this community service is to strengthen children's self-confidence with counseling and basic leadership training.  The method of implementing the service activity is offline training which is carried out at the Tangerang Regional Government Hall. The target of the service activity is the City Children's Forum, Tangerang. The community service team is from the Faculty of Economics and Business, Universitas Pembangunan Nasional Veteran Jakarta in collaboration with Bina Bangsa University and the Office of Women's Empowerment, Child Protection, Population Control and Family Planning of Tangerang City. The instruments used as activity evaluations are questionnaires for children's responses to activities and questionnaires for children's self-confidence after being given training and counseling. The data analysis uses the percentage of responses and then determines the category. The results and conclusions of devotion are: 1) children's response to service activities is 85%, which is classified as very good. This means that the children's forum who are respondents in this service consider that counseling activities and basic leadership training make a positive contribution to their knowledge of leadership; 2) the majority of children's self-confidence is high and moderate after receiving counseling and basic leadership training.
The Effect Of Organizational Culture And Emotional Intelligence On Employee Engagement With Work-Life Balance As A Moderating Variable Yudi Nur Supriadi; Mikhayanti Sihombing
Al-Kharaj: Journal of Islamic Economic and Business Vol. 7 No. 4 (2025): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v7i4.8079

Abstract

This study aims to analyze the influence of organizational culture and emotional intelligence on employee engagement, with work-life balance as a moderating variable. The research method uses a quantitative approach with the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. Data were obtained through questionnaires distributed to 361 employees in the manufacturing industry in Tangerang City and analyzed using the SmartPLS application. The results show that organizational culture has no significant effect on employee engagement, while emotional intelligence has a positive and significant effect. In addition, work-life balance has a direct positive effect on employee engagement. Moderation tests show that work-life balance weakens the effect of organizational culture on employee engagement, but strengthens the effect of emotional intelligence on employee engagement. This finding presents the novelty that work-life balance can play a more dominant role than organizational culture in increasing employee engagement. The practical implication of this study is the need for companies to emphasize the development of employee emotional intelligence and create adaptive work-life balance policies to strengthen employee engagement. Meanwhile, organizational culture needs to be re-evaluated to align with employee welfare needs. Thus, this research not only enriches theoretical studies on employee engagement but also makes a tangible contribution to human resource management strategies in companies.
Pembentukan Koperasi Perkumpulan Penyandang Disabilitas dalam Meningkatkan Perekonomian dan Konektivitas Penyandang Disabilitas di Indonesia Sadiawati, Diani; Dirkareshza, Rianda; Suharyati, Suharyati; Supriadi, Yudi Nur; Akbar, Sahda Saraswati; Aryaputri, Aqila Shafiqa
ABDINE: Jurnal Pengabdian Masyarakat Vol. 4 No. 2 (2024): ABDINE : Jurnal Pengabdian Masyarakat
Publisher : Sekolah Tinggi Teknologi Dumai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52072/abdine.v4i2.910

Abstract

Pemberdayaan kelompok penyandang disabilitas dalam bidang ekonomi perlu dilakukan guna meningkatkan taraf hidup dan ketahanan ekonomi kelompok penyandang disabilitas. Hal ini sebagai langkah untuk memberikan wadah kepada kelompok penyandang disabilitas dalam menjalankan kegiatan ekonomi. Maka dari itu diperlukan pembentukan koperasi bagi penyandang disabilitas sebagai wadah bagi kelompok penyandang dalam menjalankan kegiatan ekonomi dan juga sebagai sarana untuk konektivitas penyandang disabilitas. Berdasarkan penjelasan tersebut maka Tim Pengabdi melaksanakan kegiatan pengabdian kepada masyarakat yang bertujuan membentuk koperasi perkumpulan penyandang disabilitas yang nantinya koperasi tersebut dapat digunakan untuk meningkatkan perekonomian dan konektivitas penyandang disabilitas. Metode yang digunakan dalam kegiatan pengabdian ini yaitu tim melakukan dalam 3 (tiga) tahap, yakni tahap persiapan, tahap pelaksanaan, dan tahap monitoring. Hasil dari pengabdian ini yaitu Tim Pengabdi membantu kelompok penyandang disabilitas membentuk badan usaha koperasi dan juga memberikan penyuluhan materi terkait cara pengelolaan koperasi yang baik dan benar. Selain itu Tim Pengabdi juga memberikan best practice kepada peserta terkait dengan pengelolaan koperasi.
Factors Affecting Earning Management Miftah, Munasiron; Daffa, Muhammad; Supriadi, Yudi Nur
International Journal of Business, Technology and Organizational Behavior (IJBTOB) Vol. 5 No. 1 (2025): April | International Journal of Business, Technology and Organizational Behavi
Publisher : Garuda Prestasi Nusantara Consulting

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52218/ijbtob.v5i1.365

Abstract

This study aims to examine the factors that affect profit management practices in 49 non-cyclical consumer sector companies listed on the Indonesia Stock Exchange during the 2021–2023 period. This research uses a quantitative approach by utilizing secondary data in the form of annual company reports. The analysis was carried out using the Fixed Effect Model (FEM) on the regression of panel data processed through STATA version 17 software. The results of testing and analysis show that financial distress has a negative effect on profit management, while leverage has a positive influence, while company size has no significant influence on profit management.
Co-Authors A. Heri Iswanto Abd. Rasyid Syamsuri Abdul Rahim Afif Alfiyanto Afif Deni Irawan Afri Dian Setiyani Agus Kusmana Aida Faradilla Kamal Akbar, Sahda Saraswati Alfatih S. Manggabarani Ali, Syarif Aliyudin, Muhammad Amin Saleh, Amin Angeline Junita Monica Anggi Angga Resti Anita Ardiyanti Anita Ardiyanti Anita Nopiyanti Annisa Kharenina Augustine Annisa Tri Agustina Apit Fathurohman Apit Fathurohman Aprianti, Siska Aprih Santoso Arieftiara, Dianwicahsih Aryaputri, Aqila Shafiqa Asep Sugara Astuti, Amillia Astuti, Miguna Badawi, Moch Ridho Baehaqi Bella Nurhastuti Bernadin Bernadin Bilqiis, Rifa Adila Bimo Hadisaputro Bobby Andreas Imanuel Dachlyani Yustina Dewi Daeli, Theresia Somasiga Faulu Daffa, Muhammad Dedari, Sintha Yulia Desmintari Diani Sadiawati Dianwicahsih Arieftiara Dianwicaksih Arieftiara Dita Megasari Djoko Nusantoro Dodi Subagia Dudi Imanuddin Dwinanti, Ella Karunia Dwiyanto, Muhaswad Eeng Ahman, Eeng Eka Fitri Setiawan Eki Juniardi Etty Nurwati Fadhil Azzihady Tafwimul Afnillah Fadhli Suko Wiryanto Fadriati Fadriati Faisal Marzuki Fanny Dwi Oktaviani Fari Aditya , Haidar Fitri Wijayanti Fitriyani, Novi Nur Ghivari Varreldiazka Guntur Syahputra Saragih Hadi, Abdul Razak Abdul Haidar Fari Aditya Hamidah . Hamidah Hamidah Hanafia, Muhammad Handriadi Handriadi Haruni Ode Hary Murcahyanto Haryo Sulistiyantoro Hawariyah Hawariyah Hawariyah, Hawariyah Helmy Syamsuri, Helmy Heni Nastiti Hudoyo, Temi Humam Hanif Nasution Huridi, Muhammad Hanafia Imanuel, Bobby Andreas Imriani Idrus Indri Arrafi Y Iqbal Satrya Irmayanti Irmayanti, Irmayanti Irpan Irpan IRPAN IRPAN, IRPAN Istifariana, Rifma Iswanto, Dedy Ivan Yulivan Iwan Kresna Iwan Kresna Setiadi Iwan Kresna Setiadi Iwan Kresna Setiadi Iwan Kresna Setiadi Jaka Wijaya Kusuma JUBAEDAH JUBAEDAH, JUBAEDAH Jubaedah Nawir Judijanto, Loso Jumadil Saputra Junita Monica , Angeline Kamal, Aida Faradilla Kartiwan Setiawan Karunia, Meiliza Khairunnisa, Rana Kharenina Augustine, Annisa Khristian, Henrikus Friandi Kinasih, Rada Puspa Levianto, Jubei Loso Judijanto Lubis, Tukimin M. Tabah Azhari Riswanto Mahendra Kusuma, Ramadhani Mahendro Sumardjo Mahendro Sumardjo Mahendro Sumardjo, Mahendro Manggabarani, Alfatih Manggabarani, Alfatih S. Maria Assumpta Wikantari Maria Bernadette Nani Ariani Marin, Nauva Matondang, Nurhafifah Miftah, Munasiron Miftah, Munasiron Mikhayanti Sihombing Mitha Anggisna Angreini Moch. Hafid Moeljadi Moeljadi Moeljadi, Moeljadi Moh. Rasyid Ridho Mohamad Katami Aji Saputra Mohamad Katami Aji Saputra Mohammad Jon Tasrif Mohzana Muh. Fahrurrozi Muhammad Aliyudin Muhammad Faisal Ramadanu Mulyantini, Sri Munasiron Munasiron Nanang Supriyatna Nashrin Urbach Nicko Albart Niken Diah Fitriana Nobelson Nobelson Nobelson, Nobelson Noni Rahmadhini Noraini Nasirun Nurdiani, Elia Erna Nurhastuti, Bella Nurhayati Nurhayati Oktaviani, Fanny Dwi Palevi Alren, Reza Pasaribu, Raulian Franciskus Pramudiya, Bram Prasetyo Hadi Pratala, Esaka Prima Dwi Priyatno Priyatno, Prima Dwi Priyatno, Prima Dwi Puji Lestari Tarigan Purnomo Edi Sasongko Purwanto Widodo Purwanto Widodo Purwanto, Sri Puspita, Vannia Salsabila Pusporini Pusporini Putra, Andri Muharizal Putri, Fanisya Rahmadina Putriningtyas, Indira Rachmi Rachmi Rafif Zuhairrahman Ramadanu, Muhammad Faisal Ramadhan, Miftahus Surur Ramadhan, Satria Rizky Ramadhani Mahendra Kusuma Renny Husniati Rialmi, Zackharia Rianda Dirkareshza Rifma Istifariana Riskatul Hasanah Risma Wulandari, Risma Ritman Hendra Rofiq, Akmal Rosali, Rosali Safira Rizka Lestari Sanjaya, Harry Saputra, Mohamad Katami Aji Saragih, Guntur Syahputra Sarwono, Tomy Satya, Yudistiranda Setiawan, Dio Aris Setyo Nugroho Shabrina Khoirunnisa Siregar, Dede Iskandar Srimulyantini Srimulyantini Srimulyantini, Srimulyantini Sufyati HS Sugara, Asep Sugianto Sugianto Suharyati Suharyati Suhendri Sumilir Sumilir Sumilir Sumilir Sumilir, Sumilir Suryani Maryam Suwarni, Tri Syarif Ali Syarif Ali Syarif Ali Syawal Zakaria Sylvia Kartika Dhamayanti Tati Handayani Tati Handayani Tati Handayani Tati Handayani, Tati Taufik M Theresia Somasiga Faulu Daeli Tri Siswantini Umin Kango Valerie, Chiquita Wahyudi Wahyudi Wahyudi Wahyudi Wibowo, Ikhsan Rahman Wiga Fikri Destianisma Winarto, Edy Windriyanti, Wiwin Yana Sonjaya Yeheskial Nggandung Yoko Tristiarto Yul Tito Permady Yuliniar Yuliniar Zackharia Rialmi Zackharia Rialmi Zen, Lucky Muhammad Fuad Zenal Mutaqin Zhafran, Irfan Zulkifli Musannip Efendi Siregar