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All Journal Jurnal Siasat Bisnis Jurnal Manajemen Bisnis Publisia: Jurnal Ilmu Administrasi Publik Gadjah Mada International Journal of Business Jurnal Manajemen dan Keuangan JBTI : Jurnal Bisnis : Teori dan Implementasi Jurnal Manajemen Teori dan Terapan EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Penelitian Pendidikan DeReMa (Development Research of Management) Jurnal Manajemen Journal of Business Management Education (JBME) Journal of Economic, Bussines and Accounting (COSTING) KACANEGARA Jurnal Pengabdian pada Masyarakat Almana : Jurnal Manajemen dan Bisnis Jurnal Manajerial Jurnal Pengabdian Dharma Laksana Jurnal Ekonomi Manajemen Sistem Informasi Jurnal Darma Agung International Journal of Business, Economics, and Social Development International Journal of Research in Community Services International Journal of Global Operations Research Jurnal Abdimas Kartika Wijayakusuma International Journal of Ethno-Sciences and Education Research
Zulganef Zulganef
Universitas Widyatama Bandung
Religion Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Public Health Social Sciences Transportation Other

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The Existence of Overall Satisfaction in Service Customer Relationships Zulganef, Zulganef
Gadjah Mada International Journal of Business Vol 8, No 3 (2006): September-December
Publisher : Master of Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (243.685 KB)

Abstract

Garbarino and Johnson (1999) find that there is no correlation between overall satisfaction and loyalty in the field of customer relationship. Their finding indicates that satisfaction is no longer an important issue in managing service organizations. This research investigates the existence of satisfaction in service organizations, which have relationships with customers. Contrary to Garbarino and Johnson’s (1999) finding, this research finds that overall satisfaction, through commitment, has a relationship with loyalty. Hence, customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy. Survey method was conducted to test 12 hypotheses, and the sample of this research is customers of credit cardholders and supermarket cardholders. Sample size is 382 consisting of 196 (51.3%) credit cardholders and 186 (48.7%) supermarket cardholders. Data were analyzed using two-step structural equation modelling technique. In addition, this research also shows that investigators and managers should pay attention to affects, because affects have a unique role in relationship customer behavior.
STUDI PEMETAAN PERSEPSI KONSUMEN ATAS OPERATOR CDMA FIXED WIRELESS ACCESS -, Zulganef; Zumara, Yuri Fathia
Jurnal Manajemen dan Keuangan Vol 6, No 2 (2008): Jurnal Manajemen dan Keuangan
Publisher : Jurnal Manajemen dan Keuangan

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

Abstract

Positioning is one of the most important strategies in Marketing. However, there are not so many companies which are investigate the positioning of their product(s). This research investigated the positioning of three CDMA operators in Jakarta. This research conducted through two steps investigation. First, we investigated some modal salient believes that evaluated by consumer, and then, based on the modal salient believes, we mapped the perception of consumers on CDMA operators products. To explore the modal salient believes we used factor analysis technique, while to mapping the perception of consumers on CDMA products we used multidimensional scaling technique. In the first step we obtained 8 factors, while in the second step we found that only ”esia” which perceived by consumer is similar to company operator seeking. The others (flexi and star one) are not perceived similar to operator seeking. Sample size 150 respondent for first step, and 100 respondent for the second. This paper also discussed results of the research and made some recommendations.Keywords: Telecommunication, CDMA, Factor Analysis, Multidimensional Scaling, and Positioning.
The Existence of Overall Satisfaction in Service Customer Relationships Zulganef Zulganef
Gadjah Mada International Journal of Business Vol 8, No 3 (2006): September-December
Publisher : Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (243.685 KB) | DOI: 10.22146/gamaijb.5614

Abstract

Garbarino and Johnson (1999) find that there is no correlation between overall satisfaction and loyalty in the field of customer relationship. Their finding indicates that satisfaction is no longer an important issue in managing service organizations. This research investigates the existence of satisfaction in service organizations, which have relationships with customers. Contrary to Garbarino and Johnson’s (1999) finding, this research finds that overall satisfaction, through commitment, has a relationship with loyalty. Hence, customer satisfaction is still a main issue with respect to managing service organizations, especially service organizations that have customer-relationship strategy. Survey method was conducted to test 12 hypotheses, and the sample of this research is customers of credit cardholders and supermarket cardholders. Sample size is 382 consisting of 196 (51.3%) credit cardholders and 186 (48.7%) supermarket cardholders. Data were analyzed using two-step structural equation modelling technique. In addition, this research also shows that investigators and managers should pay attention to affects, because affects have a unique role in relationship customer behavior.
Hubungan Kepuasan dan Kepercayaan Mahasiswa Terhadap Lembaga Pendidikan Tinggi Dengan Keinginan Untuk Membujuk Calon Mahasiswa Melanjutkan Studi Ke Perguruan Tinggi Zulganef Zulganef; Asfia Murni
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 1 No. 2 (2008): Jurnal Manajemen Teori dan Terapan - Agustus 2008
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (182.618 KB) | DOI: 10.20473/jmtt.v1i2.2365

Abstract

This main research goal is to provide a knowledge or information about west java market, especially higher educational institution consumer for foreign higher educational institutions whom have plan to reach Indonesia higher educational market. This research investigated the relations among satisfaction, trust, and intention to persuade student candidate to continue their education to higher education. This research shows that trust has a relationships with intention to persuade, and shows that trust is a consequence of learning process satisfaction and physical evidence satisfaction, but not a consequence of faculty satisafaction. The results shows that students of university would like to persuade students candidates if they are satisfied with learning process and physical evidence, and these satisfactions are the antecendent to trust, so that trust is an antecendent to intention to persuade
The Existence Of Loyalty In Indonesia Ministery Education Regulation On Electronic Text Book. (Study Of Vocational High School’s Electronic Text Book In Bandung)*) Zulganef Sutan Sati; Usin Susanto
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 6 No. 3 (2013)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (195.566 KB) | DOI: 10.20473/jmtt.v6i3.2676

Abstract

The Indonesian government believes that textbooks play a strategic role in improving the quality of primary and secondary education (Regulation of the Minister of National Education of the Republic of Indonesia No.11 of 2005). Nevertheless, Abdulkarim (2010) revealed that the quality of school textbooks, either in junior or vocational / high school is very low. The contradiction between Regulation of the Minister of National Education Regulation goal and Abdulkarim (2010), and some previous research, such as Heskett et al. (1997), and Dimitriades (2006) motivates this study to analyze the effect of satisfaction to commitment and loyalty of vocational teachers in Bandung. The results showed that there was no correlation between satisfaction and the commitment and between the commitment and loyalty, but there is a significant direct correlation between satisfaction and loyalty. This shows that users of textbooks as the government policy consumers has loyalty in the sense will do its use continuously, but the loyalty is not based on a commitment, but only based on satisfaction.This is suggests that vocational high school teachers are satisfied with the textbook but don’t want to rely on Regulation of National Education Minister, since commitment is defined by Dwyer et al. (1987), Morgan and Hunt (1994), and Pritchard et al. (1999) as a stable seeking and defensive attitude towards not to change a choice. They are easy to change attitudes through using of Electronic Text Boook (ETB) as teaching materials. The Authors also revealed some limitations and recommendations
Building Service Experience to Attain Customer Repurchase Intention: A Moderated-Mediation Model in the Context of Student Consumer in Indonesia Zulganef Zulganef; Irma Nilasari
DeReMa (Development Research of Management): Jurnal Manajemen Vol 17, No 2 (2022): September
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v17i2.5867

Abstract

This study aims to determine the effect of service experience on repurchase intention, by looking at the mediating role of customer satisfaction and moderation of perceived quality. This research was conducted on students at several universities who use online business applications, with a total of 250 respondents. Research data was collected online, and respondents were asked to fill out a questionnaire distributed through Google Forms. The results of this study indicate that service experience has an effect on customer satisfaction and repurchase intention. The findings of this study also indicate that customer satisfaction mediates the relationship between service experience and repurchase intention. Finally, this study looks at the moderating role of perceived quality, and finds that perceived quality can moderate the relationship between service experience and customer satisfaction, the relationship between customer satisfaction and repurchase intention, and the indirect relationship of service experience on repurchase intention through customer satisfaction. Abstrak dalam Bahasa Indonesia. Penelitian ini bertujuan untuk mengetahui pengaruh service experience terhadap repurchase intention, dengan melihat peran mediasi kepuasan pelanggan dan moderasi persepsi kualitas. Penelitian ini dilakukan pada mahasiswa di beberapa perguruan tinggi yang menggunakan aplikasi bisnis online, dengan jumlah responden sebanyak 250 orang. Data penelitian dikumpulkan secara online, dan responden diminta untuk mengisi kuesioner yang disebarkan melalui Google Forms. Hasil penelitian ini menunjukkan bahwa pengalaman layanan berpengaruh terhadap kepuasan pelanggan dan niat beli ulang. Temuan penelitian ini juga menunjukkan bahwa kepuasan pelanggan memediasi hubungan antara pengalaman layanan dan niat membeli kembali. Akhirnya, penelitian ini melihat peran moderasi persepsi kualitas, dan menemukan bahwa kualitas yang dirasakan dapat memoderasi hubungan antara pengalaman layanan dan kepuasan pelanggan, hubungan antara kepuasan pelanggan dan niat membeli kembali, dan hubungan tidak langsung dari pengalaman layanan pada niat pembelian kembali melalui kepuasan pelanggan. 
Leveraging strategic intuition to reach firm performance: the role of entrepreneurial agility and environmental dynamism Zulganef Zulganef; Sri Astuti Pratminingsih; Andri Rianawati
Jurnal Siasat Bisnis VOL 27, NO 1 (2023)
Publisher : Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/jsb.vol27.iss1.art4

Abstract

Purpose – This study was carried out to analyze the influence of strategic intuition on firm performance through the role of entrepreneurial agility as mediator and environmental dynamism as a moderator. Design/methodology/approach – This study was conducted using quantitative approach. The number of samples in this study was 280 SMEs actors in Bandung, West Java. The data in this study was collected by distributing questionnaire to the respondents. The data obtained was then processed and analyzed using Structural Equation Modelling with Partial Least Square, using Smart-PLS software. Findings – The findings of this study proved that: (1) Strategic intuition positively influenced firm performance; (2) Strategic intuition positively influenced entrepreneurial agility; (3) Entrepreneurial agility positively influenced firm performance; (4) Environmental dynamism negatively moderated the relationship between strategic intuition and entrepreneurial agility; and (5) Environmental dynamism negatively moderated the relationship between entrepreneurial agility and firm performance. Research limitations/implications – This study attempted to understand the concept of entrepreneurship in a dynamic environment using entrepreneurial agility as one of the constructs, and linked it with firm performance. However, this study had not yet differed the respondent based on their business type. Future studies can analyze further about the phenomenon that occurred within different kind of business using different level of analysis, such as comparing the condition within and between group of entrepreneurs. Practical implications – This study provided contributions to SMEs actors in Bandung, as it can be a consideration for the way they run their business within a volatile business environment. Originality/value – This study was giving a deep understanding of strategic intuition on firm performance with the mediation role of entrepreneurial dan moderator role of environmental dynamism in the scope of SMEs.
Analysis of Public Trust and POLRI Performance: An Exploratory Study Zulganef Zulganef; Irma Nilasari
Publisia: Jurnal Ilmu Administrasi Publik Vol 7, No 2: Oktober 2022
Publisher : Universitas Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/pjiap.v7i2.8247

Abstract

The purpose of this study is to analyze and understand the relationship of public trust and users loyalty as performance of  POLRI institution. This study is carried out by distributing questionnaires (both open-ended and close-ended) on 500 residents in Bandung City, Indonesia, to find out about their perception and trust towards POLRI institution. This study uses quantitative and qualitative approach with descriptive-verificative method to gain deeper information about the phenomena that occurs.  This study results in several findings, that the public has good perception of the performance of POLRI in maintaining unity and integrity, handling political and/or legal cases, handling the conditions of public order and security, as well as the handling of COVID-19. However, there is still a need to draw sympathy from the public and gain higher trust from them, which is also suggested in this study.
Pengembangan Ide Produk/Jasa Dalam Bisnis melalui Pemahaman Kebutuhan Konsumen Sasaran pada Warga Binaan BNN Jawa Barat Irma Nilasari; Ayuningtyas Yuli Hapsari; Desy Oktaviani; Rini Handayani; Zulganef Zulganef; Andhi Sukma
Jurnal Pengabdian Dharma Laksana Vol 5, No 2 (2023): JPDL (Jurnal Pengabdian Dharma Laksana)
Publisher : LPPM Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/j.pdl.v5i2.25363

Abstract

Didorong oleh masalah kurang menariknya pelatihan yang pernah diikuti oleh para peserta maka BNN Jawa Barat bermitra dengan Universitas Widyatama menyelenggarakan pelatihan secara online yang dipersiapkan secara lebih seksama. Persiapan pelatihan secara online ini dilakukan dengan melalui pemilihan teknologi, desain konten, persiapan fasilitator, persiapan peserta, dan dukungan logistik. Artikel ini membahas secara rinci mengenai persiapan pelatihan dan kemudian proses evaluasi pelaksanaannya dengan menggunakan kuesioner secara elektronik. Diantara temuan yang didapat maka persiapan yang paling penting adalah dalam hal desain konten, pemilihan fasilitator, dan persiapan peserta Berdasarkan hal ini,  beberapa saran telah diajukan.
The Influence of Innovation Leadership on Employee Performance Nana Supriatna; Zulganef Zulganef
International Journal of Business, Economics, and Social Development Vol 4, No 1 (2023)
Publisher : Research Collaboration Community (RCC)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijbesd.v4i1.365

Abstract

The last few decades have seen significant research in the fields of innovation and leadership. The act of motivating, influencing, and directing team members toward the intended objectives is referred to as leadership. However, the term of leadership is broad and has various definitions. It encompasses and influences a range of methods, circumstances, aptitudes, and attributes. On the other side, innovative leaders are creative thinkers who may produce concepts that serve as the foundation for innovation. Understanding the principles of leadership and innovation is essential before one can fully comprehend the true meaning of innovative leadership. This study combines the two terms, reviews the innovative leadership style that will be discussed in the literature, and gives a general summary of how the two terms affect employees' performance.
Co-Authors Adek Taufik Alifita Azmi Andhi Sukma Andri Rianawati Arifin, Fathony Bahrul Asfia Murni Ayuningtyas Yuli Hapsari Azhar, Rio Adrian Bangbang Purnawan Cucu Hodijah Desy Oktaviani Dora, Yenny Maya Fathonah, Inna Halimatul Febrianti, Adjeng Mariana Haryanti Haryanti Irma Nilasari Irma Nilasari Johan, Ahmad Meidiana Putri Febriyanti Mulyadi, Trully Nana Supriatna Pratminingsih, Sri Astuti Purwaningdyah, Sri Wiludjeng Sunu Putra, Danil Pratama Rini Handayani Rini Tresnasari Rio Sukmawan Sendy Yulfizar Sri Astuti Pratminingsih Suganda, Uce Karna Sukiman Sukiman Sukiman Sukiman Syafie, Nur Aima Taruna, Dicky Gustafianto Usin Susanto Yulfizar, Sendy Yuri Fathia Zumara Zaman, Rifki Aliansyah