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All Journal International Journal of Educational Review, Law And Social Sciences (IJERLAS) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Indonesian Journal of Business Analytics (IJBA) Proceedings of The International Conference on Business and Economics International Conference on Health Science, Green Economics, Educational Review and Technology (IHERT) ALWAQFU Jurnal Hukum Ekonomi dan Wakaf Journal of Business Management Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management International Journal of Economics, Commerce, and Management International Journal of Economics and Management Sciences
Endang Sulistya Rini
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences Other

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THE INFLUENCE OF SERVICE INNOVATION AND SELF SERVICE TECHNOLOGY ON E-LOYALTY IN USING CASH BNI MANAGEMENT THROUGH E-SATISFACTION ON PT BANK NEGARA INDONESIA (PERSERO) Tbk. MEDAN BRANCH OFFICE Mufida Sari; Endang Sulistya Rini; Syafrizal Helmi Situmorang
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 2 (2024): April
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i2.1548

Abstract

PT Bank Negara Indonesia (Persero) Tbk presents Cash Management financial services with various flagship features such as account information, transfer management, mass management, liquidity management and various other features which are expected to be able to answer the needs and provide ease of transactions and increase customer loyalty to PT Bank Negara Indonesia (Persero) Tbk. This study aims to analyze directly and indirectly the effect of Service Innovation and Self-Service Technology on E-loyalty in using Cash Management through E-Satisfaction at PT Bank Negara Indonesia (Persero) Tbk Medan Branch Office. This type of research is associative research. The types of data used are primary data and secondary data obtained from interview questionnaires and documentation studies. The population in this study were all BNI cash management customers at PT Bank Negara Indonesia Medan Main Branch Office, totaling 144 corporations/customers. Sampling in this study uses probability sampling technique. The criterion used is census sampling. Census sampling is a sampling technique by taking the entire total population to be used as a sample. The number of samples was 144 respondents. The data analysis method used is SEM-PLS. The results showed that the service innovation variable and the self service technology variable directly affect e-satisfaction and the service innovation variable and the self service technology variable directly affect e-loyalty, then the e-satisfaction variable directly affects e-loyalty, the service innovation variable indirectly has a significant effect on e-loaty through e-satisfaction, and the self service technology variable indirectly has a significant effect on loyalty through e-satisfaction.
BUILDING BRAND AWARENESS THROUGH CONTENT MARKETING IN THE IMPLEMENTATION OF CUSTOMER PATH 5A ON TOUR AGENT PT DOCTOR TRIP INDONESIA Stifani Emerta Perangin-angin; Endang Sulistya Rini; Erman Munir
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 3 (2024): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i3.1645

Abstract

Competition in the tour agent business is increasing in the digital era, especially to increase sales figures. The use of content marketing strategies is carried out to build brand awareness in the customer path process. This research aims to test the influence of brand awareness through content marketing in implementing customer path 5A at the Doctor Trip Indonesia tour agent. Doctor Trip Indonesia is a company that has only been established for 3 years. This research uses quantitative methods by conducting a survey of 190 respondents. The population in this research are consumers who have made a purchase at least once. This research uses accidental sampling with purposive sampling technique. Data collection was carried out from March to April 2024, and processed using the Structural Equation Model Partial-Least Square (SEM-PLS). The research results show that brand awareness through content marketing has a positive and significant effect on customer path 5A. It is hoped that the results of this research can be a reference for managers in determining strategies to increase the effectiveness of content marketing in building brand awareness until it reaches the final level of customer path 5A.
THE EFFECT OF DISCLOSURE OF CORPORATE SOCIAL RESPONSIBILITY, GOOD CORPORATE GOVERNANCE, CAPITAL STRUCTURE ON COMPANY VALUE WITH PROFITABILITY AS AN INTERVENING VARIABLE IN BANKING COMPANIES LISTED ON THE INDONESIAN STOCK EXCHANGE Raja Palti Tambunan; Iskandar Muda; Endang Sulistya Rini
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 3 (2024): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i3.1722

Abstract

This research is based on the need for the importance of company value which can affect investor perceptions and the share price of banking companies listed on the IDX. This study aims to examine the effect of disclosure of Corporate Social Responsibility, Good Corporate Governance, Capital Structure on Firm Value with Profitability as an Intervening Variable in banking companies listed on the IDX. The population in this study was 47 companies, using purposive sampling method in sampling, the number of samples was 29 banking companies listed on the Indonesia Stock Exchange in 2022 with an observation period of 5 years (2018 to 2022) so that the total data was 145 observations, and collected data through literature and documentation. With the use of a Quantitative descriptive approach, namely providing an overview or description of the data and hypothesis testing is done with Panel Data Regression Analysis using the Eviews Application. It is hoped that the results of this study can show the effect of disclosure of Corporate Social Responsibility, Good Corporate Governance, Capital Structure on Firm Value with Profitability as an Intervening Variable in banking companies listed on the IDX. Testing the first hypothesis states that CSR disclosure has no effect on firm value. Testing the second hypothesis states that GCG has no effect on firm value. Testing the third hypothesis states that capital structure has no effect on firm value. Testing the fourth hypothesis states that profitability has a positive and significant effect on firm value. Testing the fifth hypothesis states that CSR disclosure has a positive and significant effect on profitability. The sixth hypothesis testing states that GCG has no effect on profitability. The seventh hypothesis testing states that capital structure has a positive and significant effect on profitability. The eighth hypothesis testing states that CSR disclosure has a positive and significant effect on firm value through profitability. Testing the ninth hypothesis states that GCG has no effect on firm value through profitability. Testing the tenth hypothesis states that capital structure has a positive and significant effect on firm value through profitability.
CUSTOMER EXPERIENCE AND CUSTOMER ENGAGEMENT ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE (CASE STUDY AT MEDAN OIL PALM RESEARCH CENTER) Indi Ade Fitri Koto; Sugiharto; Endang Sulistya Rini; Irma Zulhana Koto
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 3 (2024): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i3.1737

Abstract

The Palm Oil Research Center (PPKS) is a company that provides quality seeds, research products on the upstream and downstream sides, and provides satisfying services and services to meet the needs of the people and stakeholders and supports the sustainability of the Indonesian palm oil industry . To support the sustainability of the industry, PPKS must maintain customer loyalty. In addition, customer satisfaction is also an important aspect that affects customer loyalty. The purpose of this study is to analyze the effect of customer experience and customer engagement on customer loyalty through customer satisfaction. This research was conducted at the Palm Oil Research Center (PPKS) with a sample of 125 respondents. The data were analyzed using descriptive analysis and path analysis with the Smart PLS application. The results show that directly customer experience has a positive and significant effect on customer satisfaction, customer engagement has a positive and significant effect on customer satisfaction, customer experience has a positive and significant effect on customer loyalty, customer engagement has a positive and significant effect on customer loyalty, and customer satisfaction have a positive and significant effect on customer loyalty. Indirectly, customer experience has a positive and significant effect on customer loyalty through customer satisfaction and customer engagement has a positive and significant effect on customer loyalty through customer satisfaction.
THE INFLUENCE OF USER EXPERIENCE AND USER INTERFACE ON CUSTOMER LOYALTY THROUGH CINEMA CUSTOMER SATISFACTION THAT USED TIX ID APPLICATION IN MEDAN CITY Youanita Tri Sevanya Damanik; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 4 (2024): August
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i4.1793

Abstract

Online applications are now growing, for example in online ticket sales transactions (e-ticketing). Entrepreneurs start developing online ticket sales business ideas (e-ticketing) not only in the sale of lodging tickets, aircraft, trains, or other transportation, but also to expand to the world of film, namely online cinema ticket sales like TIX ID. This study aims to find out and analyze the effect of User Experience and User Interface on customer loyalty through cinema customer satisfaction that uses the TIX ID application. This research is associative research and the type of data used is quantitative data. The population in this study are cinema customers who use the TIX ID application in Medan, which is unknown. The number of samples in this study was 135 respondents. Sampling techniques using purposive sampling with criteria have a TIX ID application and have used the TIX ID service for at least 2 times and are in the city of Medan. The data analysis used is structural equation modeling. The results of this study indicate that the User Experience and User Interface, directly have a positive and significant effect on the satisfaction and loyalty of cinema customers who use TIX ID. Indirectly, User Experience and User Interface have a positive and significant effect on loyalty through the satisfaction of cinema customers who use TIX ID.
SOCIAL MEDIA MARKETING STRATEGY IN BUILDING CUSTOMER BRAND AWARENESS AT THE GRAND CENTRAL MEDAN HOTEL Petrus Lajor Ginting; Endang Sulistya Rini; Sugih Arto Pujangkoro
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 4 (2024): August
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i4.1837

Abstract

This research was conducted to analyze the strengths, opportunities, aspirations and results related to the social media marketing strategy used at the Grand Central Medan hotel to build customer brand awareness. This research uses the SOAR analysis method, which is a method that companies can use to create a marketing strategy planning framework to face business competition by analyzing internal and external factors using the IFAS and EFAS matrices. This research uses qualitative data methods, namely data obtained by collecting data sources through interviews and observations as well as collecting documents from existing journals and various other accurate internet sources. The results of this research show that based on the IFAS matrix the value is 3.75 and the EFAS value is 3.16. This strategy emphasizes 1. Creating content and paying attention to when to post content that interests visitors; 2. Strategy to increase promotion and cooperation; 3. Strategy to provide attractive promotions and incentives for employees.
THE INFLUENCE OF COMPETITIVE ADVANTAGE AND E-BANKING FACILITIES ON CUSTOMER SATISFACTION WITH TRUST CUSTOMERS USER E-BANKING AS A VARIABLE INTERVENING AT PT BANK NEGARA INDONESIA PADANGSIDIMPUAN BRANCH Windi Puspita Dian Sari Hasibuan; Paham Ginting; Endang Sulistya Rini
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 5 (2024): October
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i5.2151

Abstract

The form of product service developed by the bank is Electronic Banking or commonly referred to as E-Banking. BNI has E-Channel designation as E-Banking service product. E-Banking is one of bank services that enables customers to obtain information, can make communication and banking transactions through the Internet, and not a bank that only provides banking services through the internet. The purpose of this research is to know and analyze the influence of competitive advantage and e-banking facility to customer satisfaction with customer trust of e-banking user as intervening variable at PT. Bank Negara Indonesi (Persero), Tbk Padangsidimpuan Branch. Data collection in this research is done through survey approach with quantitative descriptive research type by spreading questionnaire to 94 people. Data analysis method used is path analysis (path analysis). The results showed that simultaneously showed competitive advantage and e-banking facilities have a positive and significant impact on customer satisfaction. Partially Competitive advantage positively and significantly to customer satisfaction. The e-banking facility has a positive and significant impact on customer satisfaction. Competitive advantage positively and positively influence to the belief of customer of e-banking user. The e-banking facility has a positive and significant impact on the e-banking customer's confidence. The e-banking facility has a positive and significant impact on the e-banking customer's confidence. The e-banking customer's confidence has a positive and significant impact on customer satisfaction. Competitive Advantages and e-banking Facility Positive Influence on Customer Satisfaction through Customer Confidence e-banking users as intervening variable at PT. Bank Negara Indonesia (Persero), Tbk Padangsidimpuan Branch.
FACTORS THAT INFLUENCE PURCHASE DECISION AT COFFE SHOP DUKKU RIANG COFFEE MEDAN Gita Ayu Lestari; Endang Sulistya Rini; Syafrzal Helmi Situmorang
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 6 (2024): December
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i6.2325

Abstract

Coffee is one of the strategic commodities in the plantation sub-sector that has high economic value. The development of the coffee shop business in Medan City has led to competition in the coffee shop sector which has caused consumers to be more selective and can easily move from one coffee shop to another to decide to buy coffee. The increase in competition requires companies to highlight their own characteristics and uniqueness in order to be superior to other companies that offer similar products and of course attract consumers' attention. Therefore, management needs to pay attention to and consider the store atmosphere if they want to attract, entice, or encourage consumers to visit the cafe so that consumer satisfaction will be realized and consumers will be interested in visiting. The data analysis technique in this study was carried out with classical assumptions and multiple linear regression tests. The results of this study indicate that the Lifestyle Variable has a coefficient value of 0.714 indicating that the more relevant the consumer's lifestyle is to the products or services offered, the more likely consumers will make a decision to buy. The Brand Image variable has a coefficient value of 0.309 indicating that positive consumer perceptions of the brand can increase consumer decisions to buy and the Store Atmosphere variable has a coefficient value of -0.284 indicating a significant negative influence, meaning that the worse the store atmosphere, the less likely consumers will decide to buy. Overall, consumer decisions are greatly influenced by a combination of lifestyle, brand image, and cafe atmosphere. Therefore, an integration strategy of these three aspects needs to be carried out consistently.
THE EFFECT OF E-SERVICE QUALITY ON CUSTOMER SATISFACTION WITH COMPLAINT HANDLING AND CUSTOMER TRUST AS AN INTERVENING VARIABLE (Case Study at PT. PLN (Persero) UP3 Medan and North Medan, Medan City Working Area) Ronald Sibuea; Endang Sulistya Rini; Rulianda Purnomo Wibowo
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 5 No. 1 (2025): February
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v5i1.2374

Abstract

This study aims to test and analyze the effect of e-service quality on customer satisfaction with complaint handling and customer trust as intervening variables at PT. PLN (Persero) UP3 Medan and Medan Utara Medan City Working Area. The population of all users of the New PLN Mobile application at PT. PLN (Persero) UP3 Medan and Medan Utara Medan City Working Area totaling 3,256,389 users. The sample is 400 customers. The data analysis technique used is Partial Least Square (PLS). The results of the study indicate that e-service quality has an effect on customer satisfaction, e-service quality has an effect on complaint handling, e-service quality has an effect on customer trust, complaint handling mediates the effect of e-service quality on customer satisfaction, and customer trust mediates the effect of e-service quality on customer satisfaction.
Co-Authors Adinda Nadila Azhari Amlys Syahputra Silalahi Amrin Fauzi Andrio Bukit Annisa Amelia Aprianta Raskami Sembiring Aris Handiyoko Sibuea Arlina Nurbaity Lubis Beby Karina Fawzeea Sembiring Clarisa Felicia Dhery Wiranata Surya Elfa Yolanda Endang Setiawati Erman Munir Erwin Sahat Mora Pardede Euodia Grace Maranatha Evawany Yunita Aritonang Fadli Fadli Hazmi Gita Ayu Lestari Hartini Pratiwi Pane Indah Ardhina Oktaria Indi Ade Fitri Koto Iqbal Habibie Irma Zulhana Koto Iskandar Muda Linda Trimurni Maas Maulidina Yuliani May Friska Yuliani Saragih Mufida Sari Muhammad Ismuroji Natari, Dian paham ginting Parapat Gultom Petrus Lajor Ginting Prihatin Lumbanraja Rahmadani Raja Palti Tambunan Ramadhan Nurmuhammad Riki Riduansyah Rambe RINDI SHARIFA Rival Irwanson Damanik Ronald Sibuea Sarah Madaniah Shabrina Tifani Stifani Emerta Perangin-angin Suci Chasara Nasution Suci Veny Beauty Sugih Arto Pujangkoro Sugiharto Syafrizal Helmi Situmorang Syafrzal Helmi Situmorang Syahyunan Wibowo, Rulianda P. Windi Puspita Dian Sari Hasibuan Wisnu Agus Harmawan Yeni Absah Youanita Tri Sevanya Damanik Yudha Yustiasa Zharifah Putri Masturah Hasibuan