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All Journal JAM : Jurnal Aplikasi Manajemen MIX : Jurnal Ilmiah Manajemen Journal of Economic, Bussines and Accounting (COSTING) SEIKO : Journal of Management & Business JURNAL PENDIDIKAN TAMBUSAI International Journal of Economics Development Research (IJEDR) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Pengabdian kepada Masyarakat Journal of Scientific Research, Education, and Technology Ezra Science Bulletin Journal of Fundamental Management (JFM) IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita
Shinta Rahmani
Universitas Mercu Buana
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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The Impact of Customer Relationship Management on Customer Satisfaction and Loyalty: A Case Study of BSI Bank in West Jakarta Rahmani, Shinta; Akbar Pahlevi, Akbar Pahlevi; Suzana, Andhi Johan; Rijal, Syamsu; Susilowati, Ervan
SEIKO : Journal of Management & Business Vol 6, No 2.1 (2023)
Publisher : Program Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/sejaman.v6i2.5261

Abstract

Penelitian ini menyelidiki hubungan antara Customer Relationship Management (CRM), Kepuasan Pelanggan, dan Loyalitas Pelanggan di Bank BSI di Jakarta. Pendekatan kuantitatif digunakan, dengan mengumpulkan data dari 86 pelanggan setia melalui purposive sampling. Analisis regresi menunjukkan hubungan positif yang signifikan antara CRM dan Kepuasan Nasabah (β = 0,561, t = 8,017, p < 0,05) dan antara Kepuasan Nasabah dan Loyalitas Nasabah (β = 0,412, t = 4,740, p < 0,05). Praktik CRM yang efektif meningkatkan Kepuasan Pelanggan, yang mengarah pada peningkatan Loyalitas Pelanggan. Temuan ini menekankan pentingnya mengadopsi strategi yang berpusat pada pelanggan untuk mempertahankan pelanggan yang loyal dan mencapai pertumbuhan yang berkelanjutan dalam industri perbankan yang kompetitif. Bank BSI dapat memanfaatkan wawasan ini untuk memperkuat hubungan dengan nasabah dan meningkatkan pengalaman nasabah secara keseluruhan, sehingga mendorong loyalitas jangka panjang dan kesuksesan bisnis. Kata Kunci: Customer Relationship Management, Kepuasan, Loyalitas, Nasabah, Bank BSI di Jakarta Barat
Optimizing MSME sustainability through digital marketing, innovation, and financial literacy with financial technology support Rahmani, Shinta; Abdillah, Fatimah; Ristanti, Vivi
IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita Vol 14 No 1 (2025): IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita - June
Publisher : LPPM ISNJ Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46367/iqtishaduna.v14i1.2425

Abstract

Purpose – This study aims to analyze the influence of digital marketing, business innovation, and financial literacy on the sustainability of MSMEs in Malang City, with financial technology (fintech) adoption as a mediating variable. Method – This study is a quantitative research with primary data in the form of a questionnaire. Using a purposive sampling technique, data were collected from 120 MSME actors in the culinary, fashion, crafts, and creative services sectors. Analysis was conducted using structural equation modeling–partial least squares (SEM-PLS) via SmartPLS 4.0. Findings – The results show that digital marketing, business innovation, and financial literacy positively and significantly affect MSME sustainability. Financial technology adoption also directly influences sustainability and significantly mediates the relationship between digital marketing and sustainability. However, it does not significantly mediate the relationship between business innovation or financial literacy and sustainability, indicating the need for better alignment between innovation and financial knowledge with financial technology usage. Implications – Theoretically, this study enriches the literature by integrating organizational innovation theory and the technology acceptance model (TAM), offering a comprehensive model of MSME sustainability. Practically, the findings guide MSME actors in strengthening digital marketing strategies and adopting financial technology-based financial management. Local governments are encouraged to implement integrated digital and financial literacy programs, while financial technology providers are advised to improve user education and experience for MSMEs, especially those less familiar with technology. These findings provide actionable insights for building inclusive, tech-savvy, and sustainable MSMEs in the digital economy.
OPTIMIZING USE OF ONLINE MARKETPLACE TIKTOK FOR MIGRANT MSMES IN PENANG, MALAYSIA Rahmani, Shinta; Rifqi, Muhammad
J-ABDI: Jurnal Pengabdian kepada Masyarakat Vol. 5 No. 4: September 2025
Publisher : Bajang Institute

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Abstract

Indonesian migrant workers in Malaysia, particularly those running Micro, Small, and Medium Enterprises (MSMEs), face significant challenges such as struggling with inadequate living conditions, limited access to healthcare, and legal protection issues. The urgency of this activity is to address the challenges faced by MSMEs owned by Indonesian migrant workers. These predominantly micro and small businesses struggle with limited resources, manual or traditional marketing methods, and a lack of knowledge about online marketing. This hinders their ability to access a wider market, leading to decreased competitiveness and market reach. The main objectives of this community service initiative are: (1) To improve the digital marketing skills of MSME owners to increase their market reach and competitiveness. (2) To align with the Merdeka Belajar Kampus Merdeka (MBKM) program, which aims to encourage collaboration between academia and the community, and improve the quality of public services. (3) To support the Merdeka Belajar Kampus Merdeka (MBKM) program by improving public services, as indicated by Key Performance Indicators (KPIs). The population involved in this activity is Indonesia migrant workers in Penang, Malaysia who run micro, small, and medium enterprises (MSMEs). The results of this activity include: (a) Improved skills in social media marketing, particularly content creation and data analysis on TikTok. (b) Increased sales and market visibility. (c) Documentation.
Co-Authors Adithya Pandowo Agus Setiono Ahmad, Abdul Kadir Ajeng Andriani Hapsari Akbar Pahlevi, Akbar Pahlevi Anna Sardiana, Anna Antonius Rino Vanchapo Ariawan Ariawan Asep Rokhyadi Permana Saputra Awan Santosa Budi Akhmad Tarigan Cynthia Eka Violita Diporini, Vidya Ayu Edita Rachma Kamila Eny Ariyanto Ervan Susilowati FADHLAN, ABDI Fatimah Abdillah Femmy Effendy Mafizatun Nurhayati Muhammad Rifqi Prayoga, Candry Puspita Puspita Rahma Novia Ningrum Rahmat Hidayat Ristanti, Vivi Septiani Juniarti, Septiani Susilowati, Ervan suwoko, septiani juniarti Suzana, Andhi Johan Syamsu Rijal Taqwa Sultan