Garuda - Garba Rujukan Digital

Maria Sugiat

Telkom University

Author-ID : 3993642

Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Articles

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THE EFFECT ON DEVELOPMENT OF ENTREPRENEURSHIP EDUCATION MARKETING IN MICRO SMALL MEDIUM ENTREPRISES (SMEs) AT BANDUNG DISTRICT Muhammad Ridha Rachman; Maria Sugiat
Acitya: Journal of Teaching and Education Vol 3 No 1 (2021): Acitya: Journal of Teaching and Education
Publisher : Universitas Muhammadiyah Kalimantan Timur

In Bandung district many Micro, Small and Medium Enterprises (SMEs) are not familiar with entrepreneurship education due to limited access to it. Meanwhile, the potential of Micro, Small and Medium Enterprises (SMEs) is enormous, especially in the culinary field. In fact, Micro, Small, and Medium Enterprises (SMEs) can contribute as much as 57.8% of Indonesia's Gross Domestic Product (GDP) revenue. Of course, this phenomenon will affect the business activities of business actors, one of which is the difficulty in developing marketing in their business. This study aims to determine how the influence of entrepreneurship education on marketing development in the culinary for Micro, Small and Medium Enterprises (SMEs) of Bandung District. Data were taken using quantitative methods through a preliminary survey of 50 respondents of culinary Micro, Small and Medium Enterprises (SMEs) in Bandung District. The results show that there is a positive and significant influence of entrepreneurship education on the development of the culinary Micro, Small and Medium Enterprises (SMEs) market in Bandung District. The facts prove that all respondents studied relied on self-taught methods to learn business, without any special education about entrepreneurship given. Therefore, this phenomenon results in the difficulty of marketing development carried out by culinary Micro, Small and Medium Enterprises (SMEs) in Bandung District due to the absence of entrepreneurial education obtained by culinary Micro, Small and Medium Enterprises (SMEs) in Bandung District.

Analisis Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Trzy Coffee Bogor Tasya Ayang; Maria Sugiat
INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia Vol. 6 No. 1 (2022): INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia - Edisi Desember 2022
Publisher : Forum Inovasi Bisnis dan Manajemen

Perkembangan pada industri penyedia makanan dan minuman seperi restoran, café, dan coffee shop membuat konsumsi kopi Nasional di Indonesia meningkat dari tahun ketahunnya. Budaya minum kopi saat ini tidak hanya untuk sekedar menghilangkan rasa kantuk saja, namun telah berubah menjadi gaya hidup kaum milenial untuk menghabiskan waktu luang, mengerjakan tugas dan lain-lain. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh peran moderasi yaitu customer trust dengan komponen customer relationship management (CRM) dan hubungannya dengan customer loyalty pada coffe shop Trzy Coffee. Sampel yang diuji pada penelitian ini sebanyak 465 sampel pelanggan Trzy Coffee yang berdomisili di Kota Bogor. Penelitian ini menggunakan metode penelitian kuantitatif dengan pendekatan kausal. Penelitian ini diolah menggunakan SmartPLS versi 3.2.9. Hasil dari penelitian ini menunjukkan bahwa semua komponen CRM (customer knowledge, customer orientation, customer advocacy, dan customer engagement) memiliki dampak positif dan signifikan terhadap customer loyalty kecuali pada peran moderasi customer trust tidak berpengaruh positif dan signifikan terhadap customer loyalty. Customer trust hanya memoderasi hubungan antara customer knowledge terhadap customer loyalty, dan customer engagement terhadap customer loyalty, sedangkan komponen CRM lainnya tidak dimoderasi oleh customer trust.

Model Analysis of the Mediation Effect of Customer Satisfaction on Customer Loyalty in Mitratel Companies: The Role of CRM and Company Reputation as Predictors Maria Sugiat; Acai Sudirman
Jurnal Manajemen Indonesia Vol 24 No 1 (2024): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v24i1.7353

The rapid growth of tower assets among Indonesia's three main tower providers shows the increasingly tight competition within the telecommunications business. Therefore, this research analyzed the mediating effect of customer satisfaction on customer loyalty with customer relationship management (CRM) and company reputation as predictors using data from customer satisfaction research conducted with Mitratel clients. The data collected comprised 155 current and former customers of the Mitratel Tower company, collected from survey responses. The data was qualitatively evaluated and analyzed statistically using data processing techniques applied in the SEM-PLS analysis procedure. The result showed that CRM and company reputation directly impact customer satisfaction and loyalty. However, the impact of CRM on loyalty cannot be influenced directly due to the complexity of factors affecting customer loyalty. While customer satisfaction is important in building loyalty, other factors such as price, service quality, brand reputation, and psychological factors also play a significant role. This research provides in-depth insight into how factors such as customer satisfaction, CRM, and company reputation interact to influence customer loyalty. It is also an important basis for Mitratel Companies to design more effective policies and strategies to improve business performance and maintain market share. Keywords—CRM; Company Reputation; Customer Satisfaction; Customer Loyalty

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