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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 Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review Rio Sukmawan; 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.v4i1.366

Abstract

In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
Strategy to Improve the Performance of Regional Government-owned BPR and BPRS through Optimal Funding Contributions from Shareholders Bangbang Purnawan; Zulganef Zulganef
International Journal of Research in Community Services Vol 4, No 1 (2023)
Publisher : Research Collaboration Community (RCC)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijrcs.v4i1.384

Abstract

The regional government established rural banks as financial organizations in an effort to offer services in the financial industry. BPR are a way effort for local governments to bring in local revenues. BPR currently only have a limited amount of capital because it comes only from the APBD. on the other hand, BPR are obligated to constantly offer service enhancements in terms of both service quantity and service quality. So that, to enhance the performance of BPR and BPRS, BPR who are unable to achieve the minimum core capital rules should immediately merge with another BPR that can or be bought by a bank with larger resources or shareholders who are contributing at their maximum potential. Based on the aforementioned issues, the purpose of this study is to present an overview of the approach to enhance BPR or BPRS performance and how shareholder ownership impacts BPR/financial BPRS performance.
Increasing MSME Performance Through Institutional Strengthening, Entrepreneurship, and Digital Marketing Rini Tresnasari; Zulganef Zulganef
International Journal of Research in Community Services Vol 4, No 1 (2023)
Publisher : Research Collaboration Community (RCC)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijrcs.v4i1.383

Abstract

The Indonesian economy currently lack of solid fundamentals, which has prompted the government to continue strengthening Micro, Small, and Medium Enterprises (MSMEs). This industry can support the government and take on a sizable workforce. MSMEs have demonstrated they can survive and grow into the engine of the economy, especially after the financial crisis, so their survival cannot be questioned. MSMEs contribute 61.1% of the national economy's Gross Domestic Product (GDP) and can absorb productive labor in Indonesia. MSMEs must be able to maintain MSME performance, survive with all their available resources, and even experience growth in this uncertain situation. Some of the issues MSMEs encounter include the lack of legal institutions. MSMEs need legal institutions because they can boost consumer confidence in the products they sell. The second issue is the change in pandemic consumer trends from offline to online for products and services. In order to maintain MSME performance under unpredictable circumstances, particularly those caused by external environmental factors, Entrepreneur Marketing (EM) is a conceptual approach that is ideal for implementation in MSMEs. The conventional marketing idea, which served as a business solution, has been replaced by the idea of entrepreneurial marketing. In order to increase MSME performance, MSMEs must also benefit from digital marketing, which tries to market through digital media to reach target consumers swiftly and precisely. This study highlights the issues that MSMEs face and how to enhance institutions, encourage entrepreneurship, and use digital marketing to improve MSME performance.
Designing Enterprise Architecture Using TOGAF Architecture Development Model (Case Study: BLC Course Institutions) Sukiman Sukiman; Zulganef Zulganef
International Journal of Ethno-Sciences and Education Research Vol 3, No 1 (2023)
Publisher : Research Collaboration Community (RCC)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijeer.v3i1.385

Abstract

Business development must be in line with the development of information and communication technologies to accomplish organizational goals effectively and efficiently. For the educational sector, stakeholders must create and construct information systems that are quick, exact, and accurate regarding business operations in achieving organizational objectives. Information system development must be created in accordance with the organization's strategy to fulfill the organization's information system requirements. BLC Course Institutions recognizes the need of developing an information system that can fulfill the requirements of the organization. The institutions planned to develop enterprise architecture to harmonize the current business strategy in BLC. As the course institute does not have a thorough enterprise architectural design, information system management and business practices are not aligned and lack maturity. So, it has an impact on the service that will be provided to customers. The Open Group Architecture Framework (TOGAF) Architecture Development Method was utilized to create this Enterprise Architecture. Data architecture, application architecture, technology architecture, and creating an implementation plan roadmap are included in enterprise architectural planning in BLC. The process of information architecture determining that was constructed refers to the procedures that had taken place in the educational system administration. The definition process covered in this study includes infrastructure, marketing, academic funding, learning planning, and learning execution. This research produced a blueprint that was utilized to enable integrated business processes. The enterprise architecture created during this stage will be used to assist business operations and accomplish their strategic objectives. The research conclusions indicated that the TOGAF method can be utilized as a tool to design the enterprise architecture of this information system and resulted in a general design architecture model in line with the vision and mission of the BLC and can be used to apply to other tutoring institutions that employ comparable business practices.
The Influence of School-Based Management on the Quality of Education in Private Vocational High Schools and Its Impact on employment Competitiveness Sendy Yulfizar; Zulganef Zulganef
International Journal of Ethno-Sciences and Education Research Vol 3, No 1 (2023)
Publisher : Research Collaboration Community (RCC)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijeer.v3i1.392

Abstract

Empirical studies and literature studies on school-based management have indeed been carried out by many researchers and academics before. However, most have not discussed the implementation of SBM specifically in terms of curriculum and learning processes. Based on this, this study intends to deepen knowledge about SBM, especially regarding influence on the quality of education in private vocational high schools and its impact on employment competitiveness. According to the findings of several previous research, the impact of implementing SBM has demonstrated positive results in several aspects of the school, including student attendance, academic achievement, and school management specifically in terms of curriculum and learning processes. as well as the effect of SBM on employment competitiveness show that there are six elements that help students become more competitive, including strong school-community ties, curriculum that adheres to industry standards, qualified teachers, modern facilities, and infrastructure that meet industry standards, availability of adequate funding for the SMK program, and motivated and enthusiastic students. Additionally, there are five factors that prevent students from becoming more competitive at the vocational high school level. These factors include teachers' subpar abilities, a lack of government and industry collaboration, subpar facilities and infrastructure, minimal and restricted sources of funding for schools, and graduates who lack the skills and motivation to find employment. so that it can be concluded that SBM greatly influences the quality of educators and employment competitiveness.
The Drivers of Business Performance: Does Sales Force Strategy and Network Capability Matter? Ahmad Johan; Zulganef Zulganef; Sri Astuti Pratminingsih
JBTI : Jurnal Bisnis : Teori dan Implementasi Vol 14, No 1 (2023): April 2023
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jbti.v14i1.17019

Abstract

Many factors that SMEs must consider in driving their business to achieve success. This study attempts to identify and analyze the factors that can encourage the business performance of SMEs by considering sales force strategy and network capability. This study also examines the mediating role of network capability in the influence of sales force strategy on business performance. This study used a quantitative approach, with 140 creative SMEs in Bandung, West Java, as the respondents. The data was collected using a survey and further analyzed using regression and path analysis with SPSS 25 software. The findings indicated that sales force strategy and network capability positively influenced business performance and that sales force strategy influences network capability. Furthermore, this study confirmed that network capability mediated the relationship between sales force strategy and business performance. This study provided implications for both practice and theory.
The Role Of Service Quality In Affecting Customer Satisfaction: The Mediating Role Of Customer Value Zulganef Zulganef; Cucu Hodijah
Jurnal Manajerial Vol 10 No 02 (2023): Jurnal Manajerial
Publisher : Program Studi Manajemen Universitas Muhammadiyah Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30587/jurnalmanajerial.v10i02.5426

Abstract

Background – In service sector, there is always a possibility for customers to selectively choose their desired service that will meet their satisfaction. Organizations are thus required to identify the factors that determine customer satisfaction. Aim – This study aims to investigate the mediating effect of customer value on the relationship between service quality and customer satisfaction at the library of Widyatama University, Bandung, Indonesia. Design/ Methodology/ Approach – Using quantitative approach, this study distributed 800 questionnaires to respondents, and receive 713 questionnaires that can be used for further analysis. The data analysis is carried out using structural equation modeling (SEM) with AMOS. Findings – This study shows that customer value has no effect on satisfaction, meaning that customer value does not play a role in mediating the relationship between service quality and satisfaction. Only two variables based on dimensions of Service Quality Analysis (SERVQUAL) have an effect on other variables, namely assurance and empathy. Conclusion - Customer value and satisfaction for library users at Widyatama University are two different things that have no relationship or connection at all. The service quality variable that affects customer value is assurance, while the variable that affects satisfaction is empathy. Research implication – There are two things that must be considered by the library manager, namely the assurance perceived by library users, and the empathy that the library’s managers and staff must have, especially as the providers of library service. Limitations – This research was only conducted in one university library, so the results about the condition of the library or services cannot be generalized. It also only utilizes the two-dimensional model of SERVQUAL, thus future research are required to address and develop this topic.
PERAN KOMUNIKASI DAN IKLIM ORGANISASI MENJADI MEDIASI PENGARUH KEPEMIMPINAN TERHADAP KINERJA PEGAWAI PADA PT INTI GUNAWANTEX KOTA BANDUNG Adek Taufik; Zulganef Zulganef
Journal of Business Management Education (JBME) Vol 8, No 2 (2023)
Publisher : Business Education Program of Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/jbme.v8i2.61128

Abstract

AbstrakPenelitian ini memiliki tujuan untuk mendapatkan hasil kajian mengenai kepemimpinan, komunikasi, iklim organisasi dan kinerja pegawai, serta untuk mendapatkan hasil analisis mengenai pengaruh kepemimpinan terhadap kinerja pegawai melalui komunikasi dan iklim organisasi sebagai mediasi dilingkungan PT Inti Gunawantex. Metode penelitian yang digunakan adalah dengan metode dengan pendekatan kuantitatif, serta telah ditentukan mengenai populasi dan sampel didalam penelitian ini, yaitu pegawai dari seluruh unsur struktural dari mulai pegawai hingga supervisor dilingkungan PT Inti Gunawantex yang berjumlah sebanyak 277 pegawai. Uji hipotesis didalam penelitian ini menggunakan Structural Equation Modeling dengan software Analysis of Moment Structures (AMOS) versi 24.0. Hasil uji hipotesis menunjukkan pengaruh yang tidak kuat antara kepemimpinan dan iklim organisasi di PT Inti Gunawantex. Namun, terdapat pengaruh yang cukup kuat antara kepemimpinan dan komunikasi antar internal pegawai serta komunikasi internal pegawai terhadap kinerja. Meskipun pengaruh iklim organisasi terhadap kinerja menunjukkan pengaruh yang tidak kuat, penting untuk memperhatikan faktor-faktor lain yang dapat memengaruhi kinerja pegawai. Hasil mediasi juga menunjukkan pengaruh yang tidak kuat antara iklim organisasi dan komunikasi terhadap hubungan kepemimpinan dan kinerja pegawai. Dalam rangka meningkatkan kinerja pegawai, perlu diperhatikan aspek kepemimpinan yang kuat dan komunikasi internal yang efektif di PT Inti Gunawantex. Kata kunci : Kepemimpinan, komunikasi, iklim organisasi, kinerja pegawai, manufaktur
Consumer Behaviour in Online Travel: How Does Continuous Purchase Behaviour Formed in Digital Age? Pratminingsih, Sri Astuti; Zulganef, Zulganef; Purwaningdyah, Sri Wiludjeng Sunu; Syafie, Nur Aima
Jurnal Manajemen Bisnis Vol 15, No 1: March 2024
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.v15i1.19755

Abstract

Research aims: This study aims to understand the role of perceived ease of use, information service function, consumer expectation, and user satisfaction in determining continuous purchase behavior in online travel application users, while considers consumer experience as a moderating variable.Design/Methodology/Approach: This study is carried out using quantitative approach. The data is collected by distributing online questionnaire to users of e-travel application in West Java, Indonesia chosen using purposive sampling. The data is processed using Structural Equation Modeling with Partial Least Square (SEM PLS).Research findings: The results indicate that perceived ease of use, information service function, consumer expectation, and user satisfaction can explain customers’ continuous purchase behavior. In addition, consumer experience can moderate the relationship between user satisfaction and continuous purchase behavior, by which higher experience strengthens the relationship. Theoretical Contribution/Originality: This study contributes to enrich the understanding of how user satisfaction affects continuous purchase behavior by looking at the variables of perceived ease of use, information service function, and user expectation.Practitioners/Policy Implications: This study can be of interest to service providers, especially e-travel application, to provide a good, easy to understand services, as well as information and comfort for its users to remain loyal in using the application.Research Limitations/Implications: This study is only limited to one object, namely users of e-travel application. Future research can use different objects and consider additional variables such as review credibility and perceived enjoyment in determining continuous purchase behavior.
The Influence of Customer Experience and Brand Image on Customer Satisfaction (Study of Tokopedia users in Bandung) Zulganef, Zulganef; Taruna, Dicky Gustafianto
DeReMa (Development Research of Management): Jurnal Manajemen Vol 19, No 2 (2024): September
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v19i2.8614

Abstract

This study aims to analyze customer satisfaction for Tokopedia users in Bandung City. This study uses the variables customer experience and brand image to analyze the effect of these variables on customer satisfaction for Tokopedia users in Bandung City. Respondents in this study totaled 106 people. The sampling technique used is purposive sampling technique through questionnaire. The data analysis used is the instrument test of validity, reliability, classical assumption  test,  descriptive  analysis method  and  multiple  linear regression  analysis. This research results found that the customer experience and brand image variables have a positive effect on customer satisfaction.  Authors also make some recommendation Abstrak dalam Bahasa Indonesia.Penelitian ini bertujuan untuk menganalisis Kepuasan Pelanggan pengguna Tokopedia di Kota Bandung. Penelitian ini menggunakan variabel Pengalaman Pelanggan dan Citra Merek untuk menganalisis pengaruh variabel-variabel tersebut terhadap Kepuasan Pelanggan pengguna Tokopedia di Kota Bandung. Responden dalam penelitian ini berjumlah 106 orang. Teknik pengambilan sampel yang digunakan adalah purposive sampling melalui kuesioner. Analisis data yang digunakan meliputi uji instrumen validitas, reliabilitas, uji asumsi klasik, metode analisis deskriptif, dan analisis regresi linier berganda. Hasil penelitian ini menunjukkan bahwa variabel pengalaman pelanggan dan citra merek memiliki pengaruh positif terhadap kepuasan pelanggan. Penulis juga memberikan beberapa rekomendasi.
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