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All Journal Journal of Innovation Research and Knowledge Jurnal Manajemen Bisnis Kewirausahaan Jurnal Mutiara Ilmu Akuntansi Jurnal Mahasiswa Manajemen dan Akuntansi Wawasan : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen Dan Bisnis Riset Ilmu Manajemen Bisnis dan Akuntansi Jurnal Nuansa: Publikasi Ilmu Manajemen dan Ekonomi Syariah Journal of Islamic Digital Economics and Management Multidisiplin Pengabdian Kepada Masyarakat (M-PKM) WORLDVIEW ( Jurnal Ekonomi Bisnis dan Sosial Sains )
Nur Aini Anisa
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Law, Crime, Criminology & Criminal Justice Nursing Social Sciences

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Strategi Pelayanan Berbasis Customer Relationship Management (CRM) dalam Meningkatkan Loyalitas Penumpang : Studi Kasus pada Kapal Penumpang PT Pelni Bagyo Dodo Munfarid; Syamsul Arifin; Nur Aini Anisa
JUMBIWIRA : Jurnal Manajemen Bisnis Kewirausahaan Vol. 4 No. 3 (2025): Desember : Jurnal Manajemen Bisnis Kewirausahaan
Publisher : BADAN PENERBIT STIEPARI PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56910/jumbiwira.v4i3.3209

Abstract

This study was motivated by the increasing competition between sea transportation and other modes of transportation, such as air and land, which required PT PELNI as a state-owned shipping company to continuously develop service strategies capable of maintaining and enhancing passenger loyalty. In particular, the implementation of Customer Relationship Management (CRM) has become an important approach to improve the relationship between the company and passengers, ensuring service quality that meets expectations and fosters long-term engagement. The objectives of this study were to analyze the application of CRM strategies on PT PELNI passenger ships, identify factors influencing the effectiveness of CRM implementation, and assess its impact on passenger loyalty. A descriptive qualitative approach was employed, using in-depth interviews with passengers and staff, documentation of corporate policies and reports, as well as interactive data analysis to obtain a comprehensive understanding. The results indicate that CRM at PT PELNI has been fairly effective, particularly through improvements in service quality, staff professionalism, and the broad network of routes, which contribute to passenger satisfaction and loyalty. However, limitations were found in terms of service personalization, data utilization, and post-trip communication, signaling the need for digital-based loyalty programs and more integrated data management. The implications of this study highlight the importance of developing a more passenger-centric CRM strategy to strengthen long-term relationships, enhance customer retention, and support PT PELNI’s competitiveness in the maritime transportation industry.
Pengaruh Celebrity Endorsement, Harga, dan Kualitas Produk terhadap Keputusan Pembelian Skincare BG Skin Cabang Sampang Wulan Mauludina Ahmad; Nur Farida; Nur Aini Anisa
Jurnal Mahasiswa Manajemen dan Akuntansi Vol. 4 No. 2 (2025): Oktober : JUMMA'45: Jurnal Mahasiswa Manajemen dan Akuntansi
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/jumma45.v4i2.5148

Abstract

This study aims to determine the influence of celebrity endorsement, price, and product quality on purchasing decisions of BG Skin skincare products among users at the BG Skin Branch Sampang. The research method used is quantitative with a survey approach. Data were collected by distributing questionnaires to 43 respondents who have used BG Skin products. The data analysis techniques employed include validity and reliability tests, classical assumption tests (normality, multicollinearity, and heteroscedasticity), multiple linear regression analysis, t-test, F-test, and coefficient of determination (R²). The results of the study indicate that the variables of celebrity endorsement, price, and product quality simultaneously have a significant effect on purchasing decisions. However, partially, only price and product quality have a significant influence on purchasing decisions, while celebrity endorsement does not have a significant effect. The coefficient of determination (R²) value of 0.415 indicates that 41.5% of the variation in purchasing decisions can be explained by the three independent variables.
PERUBAHAN PERILAKU KONSUMTIF MASYARAKAT PASCA ISU RESESI EKONOMI GLOBAL TAHUN 2023 Nur Farida; Lelli Kisdayanti; Nur Aini Anisa; Syamsul Arifin
Journal of Innovation Research and Knowledge Vol. 4 No. 2: Juli 2024
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53625/jirk.v4i2.8084

Abstract

In 2023, the World Bank in its report entitled "Is a Global Recession Imminent?" predicts that there will be a global economic recession, which is also likely to occur in Indonesia. The purpose of this study is to analyze the readiness of the community to face the threat of a global economic recession, one of which is from changes in consumptive behavior towards goods or services that are not primary needs. The method in this article is a qualitative research method with data collection techniques through interviews with several informants with different professions and income levels. Based on the results of the discussion in this article, it can be concluded that: There is a change in consumptive behavior in society after the issue of the global economic recession in 2023
SALES COST EFFICIENCY IN E-COMMERCE BUSINESS FOR ONLINE SELLERS IN SIDOARJO CITY Nur Aini Anisa; Kurniawati Kurniawati; Syamsul Arifin; Ainun Haqiqi
WORLDVIEW ( Development economic and sharia studies journal ) Vol 1 No 2 (2022): WORLDVIEW ( Jurnal Ekonomi Bisnis dan Sosial Sains )
Publisher : Fakultas Ekonomi dan Bisnis Universitas Wijaya Putra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38156/worldview.v1i2.156

Abstract

This study aims to describe the analysis of the efficiency of selling costs in the ecommerce business on online sellers in the city of Sidoarjo. The data studied were in the form of interviews conducted by researchers to five sources, namely online sellers in the city of Sidoarjo. Data collection techniques used are interview, observation, and documentation techniques. The data analysis technique used is descriptive qualitative analysis technique. The results of this study are based on analysis of sales cost interview data in the e- commerce business by online sellers that have been carried out efficiently
THE INFLUENCE OF PRICE AND QUALITY OF DELIVERY SERVICES ON CONSUMER SATISFACTION LION PARCEL AGENT PT SWABINA GATRA TRAVEL syamsul Arifin; Abdul Hamid; Nur Aini Anisa; Kurniawati -; Komarun Zaman; Etty Widawati; Mahmud Ismail
WORLDVIEW ( Development economic and sharia studies journal ) Vol 1 No 2 (2022): WORLDVIEW ( Jurnal Ekonomi Bisnis dan Sosial Sains )
Publisher : Fakultas Ekonomi dan Bisnis Universitas Wijaya Putra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38156/worldview.v1i2.316

Abstract

This study was aimed to identify the effect of price and service quality of customer satisfaction Lion Parcel Agen PT Swabina Gatra Travel. This type of research is descriptive research with a quantitative approach. In which the sample of study consisted of 110 respondents. The data collection technique used a questionnaire distributed via google form. The results of this study indicate that the quality of service and product has a positive influence on customer satisfaction. This is reinforced by the value of the T-test of service and product quality variables whose significance value is below 0.05. The f test value also shows a sig value below 0.05, the coefficient of determination gets a value of 0.517, which means that the service quality and product quality variables affect the consumer satisfaction variable by 51.7 percent.
Co-Authors ABDUL HAMID Ainun Haqiqi Aisyah Darti Megasari Arbaatun Cahyani Putri Bagyo Dodo Munfarid Etty Widawati Hana Citra Kusuma Dewi Isnawati Isnawati Jayawarsa, A.A. Ketut Komarun Zaman Kurniawati - Kurniawati Kurniawati Lailia Ananda Putri Lelli Kisdayanti Liza Nurul Anisah Maghda Fauziah Ainurrokhmah Mahmud Ismail Mohammad Ainur Rizki Nikmatul Ula Wila Noer Faridatul Sholehah Nur Farida Nur Hidayah Nur Laila Yulita Sari Nuryadi , Nuryadi Riska Amelia Risky juliana Anggraini Sri Wahyuni Syamsul Arifin Wulan Mauludina Ahmad