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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 Jurnal Informatika Ekonomi Bisnis Ezra Science Bulletin Journal of Economics and Management Scienties Journal of Fundamental Management (JFM) IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita MUARA EKONOMI : Jurnal Ilmiah Ilmu Ekonomi, Manajemen & Bisnis
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 Library & Information Science 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

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

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.
Adoption of Artificial Intelligence (AI) in Small and Medium Enterprise E-Commerce to Improve Marketing Performance Rahmani, Shinta; Surya, Ade Permata; Rifqi, Muhammad; Setiawan, Sigit; Gunawan, Arien Arianti
Journal of Economics and Management Scienties Volume 8 No. 1, December 2025
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/jems.v8i1.255

Abstract

This study investigates the key determinants influencing the adoption of Artificial Intelligence (AI) by Small and Medium Enterprises (SMEs) in the e-commerce sector and examines its impact on marketing performance. The research integrates the Technology–Organization–Environment (TOE) framework and the Technology Acceptance Model (TAM) to explain the relationships among technological readiness, organizational support, environmental pressure, perceived usefulness (PU), perceived ease of use (PEOU), and AI adoption level. A quantitative approach employing Partial Least Squares–Structural Equation Modeling (PLS-SEM) was conducted on 155 e-commerce SMEs operating in Jakarta, Indonesia. Empirical results reveal that technology, organization, and environment significantly affect perceived usefulness, which in turn strongly drives AI adoption. Perceived usefulness is identified as the most powerful determinant of adoption, whereas perceived ease of use exerts an indirect influence via usefulness perception. Furthermore, AI adoption has a positive and significant effect on marketing performance, particularly in enhancing digital campaign effectiveness, product innovation, and customer loyalty. The findings emphasize that internal readiness and external competitive pressures jointly foster AI-driven digital transformation within SMEs. The study provides both theoretical validation of the TOE–TAM integration and practical guidance for policymakers and business owners to design effective, ethical, and sustainable AI adoption strategies.
Pengaruh Persepsi Harga, Kualitas Produk, Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Kafe Wonglimo Coffee & Eatery: (Studi Pada CV. Wonglimo Limasan) Ridho Damara Bakri; Shinta Rahmani
MUARA EKONOMI : Jurnal Ilmiah Ilmu Ekonomi, Manajemen & Bisnis Vol. 1 No. 3 (2025): Juli
Publisher : CV Muara Edukasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64365/muanomi.v1i3.31

Abstract

Level kepuasan pelanggan setelah membandingkan produk atau jasa yang diterima dengan apa yang diharapkan disebut kepuasan pelanggan. Harapan ini muncul dari pengalaman pertama mereka membeli barang atau jasa. Komentar dari kenalan dan teman, serta janji dan informasi dari pemasar dan pesaingnya. Pemasar yang ingin bersaing harus mempertimbangkan keinginan dan kepuasan pelanggan. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh persepsi harga, kualitas produk, kualitas pelayanan terhadap kepuasan pelanggan pada Kafe Wonglimo Coffee & Eatery. Metode penelitian yang digunakan dalam penelitian ini adalah metode kuantitatif. Sampel yang dipergunakan sebanyak 195 responden pada Kafe Wonglimo Coffee & Eatery dengan menggunakan teknik pengumpulan data menggunakan kuesioner. Teknik analisis data yang digunakan dalam penelitian ini meliputi uji outer model (Convergent Validity, Discriminat Validity, Average Variance Extracted, Composite Reability), Uji hipotesis inner model (Nilai R square, Goodness of Fit Model, F square, Boostraping). Alat analisis data yang digunakan dalam penelitian ini adalah Structural Equation Model (SEM) dengan alat analisis Smart PLS 4.0.
Pengaruh Harga, Promosi dan Kualitas Pelayanan Terhadap Keputusan Pembelian ulang di Supermarket Hari – Hari Pasar Swalayan: (Cabang Kalideres, Jakarta Barat) Gema Awal ramadan; Shinta Rahmani
MUARA EKONOMI : Jurnal Ilmiah Ilmu Ekonomi, Manajemen & Bisnis Vol. 1 No. 3 (2025): Juli
Publisher : CV Muara Edukasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64365/muanomi.v1i3.32

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh harga, promosi dan kualitas pelayanan terhadap Keputusan pembelian ulang di supermarket hari – hari pasar swalayan (Cabang Kalideres, Jakarta Barat). Desai dari peneltian yang digunakan untuk penelitian ini adalah penelitian kausal dengan pendekatan kuantitatif. Dalam penelitian ini populasi sampel yang digunakan sebanyak 156 responden. Teknik pengambilan sampel yang digunakan adalah non-probability sampling dengan desai pengambilan sampel untuk penelitian ini adalah dengan purposive sampling. Dalam penelitian ini data yang digunakan adalah data primer dengan metode pengumpulan data menggunakan kuesioner dengan pengukuran skala likert. Metode analsisi data penelitian ini menggunakan Partial Least Square (PLS) dengan bantuan software SmartPLS 4.0. dalam penelitian ini menunjukan bahwa Harga, Promosi dan Kualitas Pelayanan memiliki pengasuh signifikan dan positif terhadap Keputusan pembelian ulang.
The Impact of Digital Marketing via TikTok Shop on Generation Z’s Purchase Decisions Hodijah, Cucu; Rahmani, Shinta; Abdillah, Fatimah
Jurnal Informatika Ekonomi Bisnis Vol. 7, No. 4 (December 2025)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v7i4.1298

Abstract

This study aims to analyze the impact of digital marketing through TikTok Shop on Generation Z’s purchase decisions. As a rapidly growing social media platform, TikTok has become one of the most effective e-commerce channels, with TikTok Shop allowing users to purchase products directly through the videos they watch. Generation Z, as a group highly connected with technology, is greatly influenced by digital marketing presented on social media platforms. This study uses a quantitative approach with a survey as the data collection method. A total of 210 respondents who are active TikTok users and have made purchases through TikTok Shop participated in this study. The data was analyzed using descriptive statistical analysis and hypothesis testing with Structural Equation Modeling (SEM). The results show that brand awareness, purchase intention, influencer impact, and user engagement significantly affect Generation Z’s purchase decisions through TikTok Shop. This study provides valuable insights for marketers to design more effective marketing strategies on TikTok, leveraging influencer impact and the platform's interactivity to boost conversion rates. Overall, the findings emphasize that TikTok Shop is a highly potential marketing tool for reaching young consumers and influencing their purchasing decisions.
Co-Authors Abdi Fadhlan Adithya Pandowo Agus Setiono Ahmad, Abdul Kadir Ajeng Andriani Hapsari Akbar Pahlevi, Akbar Pahlevi Anna Sardiana, Anna Antonius Rino Vanchapo Ariawan, Ariawan Arien Arianti Gunawan Asep Rokhyadi Permana Saputra Awan Santosa Budi Akhmad Tarigan Cucu Hodijah Cynthia Eka Violita Edita Rachma Kamila Eny Ariyanto Ervan Susilowati Fatimah Abdillah Femmy Effendy Gema Awal ramadan Mafizatun Nurhayati Muhammad Rifqi Prayoga, Candry Puspita Puspita Rahma Novia Ningrum Rahmat Hidayat Ridho Damara Bakri Ristanti, Vivi Septiani Juniarti, Septiani Sigit Setiawan Surya, Ade Permata Susilowati, Ervan suwoko, septiani juniarti Suzana, Andhi Johan Syamsu Rijal Taqwa Sultan Vidya Ayu Diporini