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All Journal E-Jurnal Ekonomi dan Bisnis Universitas Udayana Jurnal Ekonomi dan Bisnis Jagaditha EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Mirai Management Jurnal Manajemen Asia-Pacific Management and Business Application AkMen JURNAL ILMIAH WIDYA LAKSANA Warmadewa Management and Business Journal (WMBJ) Jurnal Manajemen Bisnis Krisnadwipayana Jurnal Ilmiah Ekonomi Global Masa Kini JIMEK : Jurnal Ilmiah Mahasiswa Ekonomi Jurnal Ilmiah Manajemen dan Bisnis Jurnal Penelitian Ekonomi Akuntansi (JENSI) Wacana Ekonomi : Jurnal Ekonomi, Bisnis dan Akuntansi International Journal of Environmental, Sustainability, and Social Science AJARCDE (Asian Journal of Applied Research for Community Development and Empowerment) Parta: Jurnal Pengabdian Kepada Masyarakat J-ESA (Jurnal Ekonomi Syariah) Postgraduated Community Service Journal Community Services Journal (CSJ)

Ni Luh Putu Indiani

Universitas Warmadewa

Author-ID : 483237

Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Environmental Science Languange, Linguistic, Communication & Media Social Sciences Other

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Pengaruh Kualitas Layanan dan Harga terhadap Kepuasan Pelanggan pada PT Bali Semesta Agung Denpasar Andhika Ary Prasetya; Ni Luh Putu Indiani
Jurnal Ilmiah Ekonomi Global Masa Kini Vol 12, No 1
Publisher : Universitas Indo Global Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36982/jiegmk.v12i1.1153

Persaingan ketat terjadi di industri jasa pengiriman barang di Indonesia. Hal ini karena semakin meningkatnya permintaan masyarakat terhadap jasa pengiriman barang pada beberapa tahun belakangan seiring dengan meningkatnya transaksi ecommerce terlebih di saat pandemi Covid19 saat ini. Perusahaan PT. Bali Semesta Agung bergerak di jasa pengiriman. Di tengah meningkatnya permintaan masyarakat terhadap jasa pengiriman, pendapatan PT. Bali Semesta Agung justru menunjukkan tren penurunan per tahunnya. Permasalahan ini menjadi landasan penelitian ini untuk menganalisis faktor yang mempengaruhi kepuasan pelanggan. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan harga terhadap kepuasan pelanggan pada PT.Bali Semesta Agung. Populasi penelitian ini adalah pelanggan yang sudah pernah menggunakan jasa pengiriman PT.Bali Semesta Agung. Sampel yang digunakan adalah sebesar 100 responden. Metode pengumpulan data adalah metode survey dengan kuesioner. Teknik analisis regresi linier berganda digunakan untuk menguji pengaruh variabel bebas terhadap variabel dependen. Hasil penelitian menemukan bahwa kualitas layanan dan harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Untuk meningkatkan kualitas layanan PT. Bali Semesta Agung perlu memastikan tampilan gedung menarik, kehandalan dalam pengiriman barang, ketanggapan dalam melayani pelanggan, memberikan jaminan bahwa barang akan sampai dengan selamat di tempat tujuan sesuai estimasi waktu, dan berupaya memahami setiap kebutuhan pelanggan. Untuk meningkatkan kualitas kebijakan harga PT. Bali Semesta Agung perlu memastikan harga terjangkau bagi konsumen, harga bersaing dengan kompetitor, harga sesuai dengan kualitas yang diberikan, dan harga sesuai dengan manfaat yang diterima oleh konsumen.Kata kunci: kualitas layanan, harga, kepuasan pelanggan, jasa pengiriman.

Modelling Online Purchase Behavior from Consumer Decision Model Perspective Ni Luh Putu Indiani; Ni Made Purnami
APMBA (Asia Pacific Management and Business Application) Vol 10, No 2 (2021)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2021.010.02.6

Despite the significant growth of internet users in Indonesia, the use of the internet for online shopping is still quite low, which hinders the potential for e-commerce growth in Indonesia. This fact raises interest in analyzing factors that influence online shopping intention among Indonesians. Based on consumer decision model, this study developed an online purchase decision model using an integrative approach that includes factors of marketing stimuli, environmental influence, and consumer concern altogether. This integrative model is aimed to get a more comprehensive picture of online purchase behavior, as previous studies analyzed this object using only one or two of these three factors. A survey was conducted to collect data using questionnaire as the instrument. Respondents were consumers who have bought retail products online. Data were analyzed using Partial Least Square. The results showed that website quality, eWOM, and perceived benefit significantly influence online purchase intention through the mediation of trust. Practical implications are discussed further.

PENGARUH CITRA MEREK DAN KUALITAS INFORMASI TERHADAP MINAT KONSUMEN BERBELANJA KEMBALI DI ZALORA Ni Luh Mega Widiani; Ni Luh Putu Indiani; Ni Made Wahyuni
Jurnal Ilmiah Manajemen & Bisnis Vol 4 No 2 (2019)
Publisher : Universitas Pendidikan Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (160.971 KB)

Online shopping activity is currently very popular in the societyas online shops offer attractive products and provide convenience when shopping. Zalora is a highly preferred online shop, as it achieved the highest top brand index for several. This study aimed to analyze factors that influence consumer intentionto shop at Zalora. This research was conducted in Denpasar. The population in this study are consumers in Denpasar who have shopped at Zalora in the past 1 year. Samples were 112 respondents. Data collection used survey method with questionnaire as instrument. Data was analyzed using multiple linear regression analysis. The results showed that brand image and information quality has a positive and significant impact on online purchase intention. To improve Brand Image, Zalora needs to provide frequent discounts, display detailed product information including high-resolution photos and ensure that it provides benefit and value to consumers. To improve the information quality, Zalora needs to ensure that product information is presented accurately and completely, present product information in an easily understood format, and send timely notifications about the order status.

PENGARUH PROMOSI DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PEMBELIAN KEMBALI Albina Anim; Ni Luh Putu Indiani
Jurnal Ilmiah Manajemen & Bisnis Vol 5 No 1 (2020)
Publisher : Universitas Pendidikan Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (210.324 KB)

Di tengah persaingan kedai kopi yang semakin intens ditandai dengan pertumbuhan jumlah kedai kopi yang signifikan dalam beberapa tahun terakhir, upaya ekstra perlu dilakukan untuk memahami kebutuhan dan keinginan konsumen. Pemahaman yang lebih baik terhadap aspek tersebut dapat menjadi rujukan dalam menyusun strategi pemasaran untuk meningkatkan pembelian kembali oleh konsumen. Hal tersebut menjadi latar belakang penelitian ini untuk menganalisis faktor yang mendorong keputusan pembelian kembali. Penelitian ini melakukan studi kasus di Start Up Coffee Denpasar. Populasi dalam penelitian ini adalah konsumen yang berkunjung ke Start Up Coffee. Teknis analisis regresi linear berganda digunakan untuk menguji hipotesis penelitian. Hasil penelitian menemukan bahwa promosi dan kualitas layanan mampu secara signifikan mendorong minat beli kembali. Untuk mendorong pembelian kembali, promosi perlu diintensifkan dengan memberikan diskon yang menarik, memberikan member card dengan berbagai reward menarik, menawarkan produk dengan harga kompetitif, menawarkan promosi silang dengan produk lain, serta menawarkan berbagai undian dengan hadiah menarik. Minat beli kembali juga dipengaruhi oleh kualitas layanan yang dapat ditingkatkan dengan cara memastikan penampilan karyawan rapi, memberikan layanan yang professional, memberikan layanan yang cepat dan tanggap, karyawan memahami dengan baik tentang berbagai produk yang ditawarkan, serta karyawan mampu berkomunikasi dengan baik dengan pelanggan.

PERAN KUALITAS LAYANAN DAN KUALITAS PRODUK DALAM MENINGKATKAN KEPUASAN DAN LOYALITAS NASABAH Ni Luh Putu Indiani; I Putu Ngurah Suyatna Yasa; Ni Wayan Sitiari
Jurnal Ekonomi & Bisnis JAGADITHA Vol. 3 No. 2 (2016): September
Publisher : Magister Manajemen, Program Pascasarjana, Universitas Warmadewa

Perlambatan ekonomi beberapa tahun belakangan menurunkan kinerja industri perbankan Bali. Kontrasnya, persaingan justru semakin ketat dengan bertambahnya jumlah bank yang beroperasi di Bali. Dalam kondisi ini, bank perlu melakukan sejumlah upaya untuk memuaskan dan mempertahankan nasabah sehingga dapat bertahan di industri. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan dan kualitas produk terhadap kepuasan dan loyalitas nasabah pada industri perbankan di Bali. Pengumpulan data dilakukan melalui survey mempergunakan kuesioner. Model diuji mempergunakan Partial Least Square. Kepuasan nasabah dan kualitas produk berpengaruh positif dan signifikan terhadap loyalitas, namun tidak demikian halnya dengan kualitas layanan. Kepuasan nasabah dipengaruhi lebih kuat oleh kualitas layanan dibandingkan kualitas produk, dan berlaku sebaliknya terhadap loyalitas. Ini menunjukkan bahwa aspek humanis dalam bentuk layanan berkualitas lebih berperan dalam memuaskan nasabah, sementara aspek rasional seperti kualitas produk lebih mampu meningkatkan loyalitas nasabah. Kepuasan nasabah memediasi pengaruh kualitas layanan dan kualitas produk terhadap loyalitas, namun pengaruh tersebut bersifat parsial. Diduga terdapat faktor lain yang mampu menjelaskan hubungan tersebut, yaitu persepsi risiko dan trust. Kata kunci: kualitas layanan, kualitas produk, kepuasan nasabah, loyalitas nasabah, perbankan.

THE EFFECT OF SERVICE QUALITY ON PATIENT LOYALTY MEDIATED BY PATIENT SATISFACTION IN BALI SILOAM HOSPITAL I Made Adhi Mahendrayana; Putu Ngurah Suyatna Yasa; Luh Putu Indiani
Jurnal Ekonomi & Bisnis JAGADITHA Vol. 5 No. 1 (2018)
Publisher : Magister Manajemen, Program Pascasarjana, Universitas Warmadewa

Favorable Service Quality is one of the objectives in the implementation of health service at Bali Siloam Hospital synergizing with patient satisfaction to provide customer loyalty. This study aims at determining the effect of Service Quality on Patient Loyalty with Patient Satisfaction Mediation at Bali Siloam Hospital. The research method used was quantitative descriptive. Data analysis techniques used was multivariate statistical techniques of Partial Least Squares (PLS) method. The sample of this research was inpatient at Bali Siloam Hospital consisting of 100 respondents. The results of the study showed that Service Quality has a positive and significant effect on Patient Satisfaction with a significance value of 0.29. Service Quality positively and significantly influencing to Patient Loyalty with significance value equal to 0.39. Patient Satisfaction has positive and significant effect on Patient Loyalty with significance value of 0.56. Patient Satisfaction has a positive and significant influence in mediating the influence of Service Quality on Patient Loyalty with significance value of 0.469. Bali Siloam Hospital is advised to provide better supporting facilities, to improve the empathy of nurses while providing services to inpatients, and to provide certainty of information provided services, to create patient satisfaction, which would ultimately impact on increasing patient loyalty.

Influence of Service Quality and Marketing Mix on Customer Satisfaction and Loyalty of Padma Resort Legian Yunita Citra Dewi; Putu Ngurah Suyatna Yasa; Ni Luh Putu Indiani
Jurnal Ekonomi & Bisnis JAGADITHA Vol. 5 No. 2 (2018)
Publisher : Magister Manajemen, Program Pascasarjana, Universitas Warmadewa

Abstract-The hospitality industry in Legian and its surroundings is experiencing a rapid development. This results in a higher competition. Padma Resort Legian is one of the hotels that is able to well maintain customers based on comparison data with hotel competitors. This study aims to determine the effect of service quality and marketing mix on customer satisfaction and loyalty at Padma Resort Legian. Research respondents are customers from overseas with a minimum age is of 17 years staying at Padma Resort Legian. The number of respondents were 100 persons, covering male and female. Data were analysed using Partial Least Square analysis (PLS version 3). The result of the study shows that service quality has no significant effect on customer loyalty; service quality has no significant effect on customer satisfaction; marketing mix has significant effect on customer loyalty; marketing mix has significant effect on customer satisfaction; and satisfaction significantly influence customer loyalty. The implication of this research is Padma Resort Legian should pay attention to the indicators of marketing mix for satisfaction increase in order to increase customer loyalty, that is by locating the marketing mix in strategic location and comfortable, spacious and comfortable hotel room. Hotel interior gives psychological comfort to the guests; the ordering and payment process is done easily; the customer gets clear information from various sources, the hotel has skilled and competent employees who are able to provide good service to the customers and the price according to the quality is received by customers. Keywords: Customer Loyalty; Customer Satisfaction; Marketing Mix; Service Quality.

The Effect of Stress and Working Environment on Employee Performance through Motivation Mediation: A Case Study on International Restaurant in Badung Bali Kadek Nonik Erawati; Ni Wayan Sitiari; Ni Luh Putu Indiani
Jurnal Ekonomi & Bisnis JAGADITHA Vol. 6 No. 1 (2019)
Publisher : Magister Manajemen, Program Pascasarjana, Universitas Warmadewa

This study aims to determine the effect of stress and working environment on employee performance through motivation mediation at international restaurants in Badung, Bali. The respondents of this study are laborers at international restaurants in Badung, Bali. The samples of this study are 80 people with the determination of the number of samples which is representative. This study uses partial least square analysis (PLS) with the help of PLS software program. The results of this study indicate that 1) stress gives negative and insignificant effects on employee motivation, 2) stress has negative and significant effect on employee performance, 3) the work environment gives positive and significant effect to motivation, 4) work environment gives negative and insignificant effect on employee performance, 5) motivation gives positive and significant effect on employee performance, 6) motivation is not a mediation between stress and employee performance, 7) motivation is a perfect mediation between work environment and employee performance. The implications of this research are international restaurants in Badung, Bali should pay more attention to the performance of their employees by paying attention to the workload so that the employees do not experience excessive levels of stress. And also pay more attention to the work environment, especially non-physical working environment that is still below the total average, such as: the use of technology.

Potential of Market Development of Products and Marketing Strategies of Wood Crafts in Tegalalang Village, Gianyar Regency to Global Direction Dewa Ayu Mei Arta Dewi; I Wayan Gede Suparta; Ni Luh Putu Indiani
Jurnal Ekonomi & Bisnis JAGADITHA Vol. 6 No. 1 (2019)
Publisher : Magister Manajemen, Program Pascasarjana, Universitas Warmadewa

The industrial sector is one of the main sectors as an engine driving economy in Bali. Seeing the potential of small industry is very good, does not mean in the business process does not face obstacles and challenges. The aims of research is to identify the strengths, weaknesses, opportunities and threats in the product market and to know the strategy of developing the wooden product market in Tegalalang village towards the Global. This research is explorative and the analytical tool used to compile the strategy factors is Matriks SWOT, while the method used in this research is qualitative. The samples are some craftsmen/Managers, wood farmers, and employees/worker shop owned by craftsmen. The total number of samples selected as informants is 10 people. The results of the research show that from IFAS / EFAS Matrix has been determined the number of IFAS score is 2.137 and EFAS score is 2.088. From these results it is known that the business position of the craftsmen in Tegalalang Village is currently located in cell V (five), which is in the Growth Stability Strategy (Growth Stability) which is the business growth of the craftsmen in Tegalalang Village, Gianyar Regency.

The Effect of Green Marketing and Consumers’ Attitudes on Brand Image and Consumers’ Purchase Intention of Green Products in Denpasar Luh Made Putri Juliantari; Putu Ngurah Suyatna Yasa; Ni Luh Putu Indiani
Jurnal Ekonomi & Bisnis JAGADITHA Vol. 6 No. 1 (2019)
Publisher : Magister Manajemen, Program Pascasarjana, Universitas Warmadewa

This study analyzed the effect of green marketing strategy and consumers’ attitudes on brand image and cunsumers’ intention of green products. This study uses a quantitative survey method. The object of this study is consumers’ purchace attitudes towards green products, with variables: attitude, green marketing, brand image, and purchase intention of green products. The data were collected through online surveys on participants who were lived Denpasar, were over 17 years old, and had their income, as well as having purchased the green products. The study found that the green marketing has a positive and significant effect on the brand image, which means that the better green marketing can improve the the brand image of green products. Apart from that, it is also discovered that the green marketing has a positive and significant effect on consumers’ purchase intention, which means that the better green marketing can increase the consumers’ purchase intention of green products. The attitudes of consumers have a positive but not significant effect on the brand image, which means that no matter how better the attitudes of the consumers, they could not improve the brand image of the green products significantly. The attitudes of consumers have has a positive but not significant effect on the consumers’ purchase intention, which means that no matter how better the consumers’ attitudes, they could not increase the purchase intentions of the consumers significantly. Brand image has a positive and significant effect on the consumers’ purchase intention, which means that the better the brand image, it will increase the the consumers’ intention to purchase the green products. Brand image is a partial mediation between green marketing and the consumers’purchase intentions because all direct and indirect relationships are significant, and the direct coefficient of green marketing's relationship with the purchase intention is greater than indirect compensation (indirect effect) for performance. Brand image is a full mediation between consumers’ attitudes and their purchase intentions.

Co-Authors Ade Ruly Sumartini Afelinus Rematwa Albina Anim AMERTA, I Made Suniastha AMERTA Anak Agung Inta Setya Dewi Anak Agung Istri Krisna Gangga Dewi Anak Agung Istri Pradnyani Dewi Andhika Ary Prasetya ARIMBAWA, I Gusti Ayu Inten Miranti Aviyatun Nisa AWATARA, I Gusti Agung Gede Usadhana Aycel N. Tupaz Cintya Purnama Sari Cokorda Krisna Yudha Devi, Dewa Ayu Ciska Radika DEWA AYU DYAH PERTIWI PUTRI, DEWA AYU DYAH PERTIWI Dewa Ayu Mei Arta Dewi Dewi, Made Pratiwi DEWI, Ni Luh Aria Sukma Evi Triandini FRANZA, Ni Putu sinria Gede Sanjaya Adi Putra I A Cynthia Saisaria Mandasari I Gede Pasek Mangku I Gusti Ayu Adis Puspita Dewi I Ketut Rahyuda I Komang Putra I Made Adhi Mahendrayana I Made Aditya Pramartha I Made Jaminyasa I Made Jaminyasa, I Made I Made Pulawan I Made Pulawan I Made Pulawan, I Made I Made Sara I Made Suniastha Amerta I Made Yogiarta I Made Yudiana I Putu Artha Yasa Wijaya I Putu Gde Sukaatmadja I Wayan Gde Yogiswara Darma Putra I Wayan Gede Suparta I Wayan Widiantara Putra I.B.Agung Dharmanegara Ida Ayu Agung Idawati Ida Bagus Komang Mahardika Ida Bagus Udayana Putra Indra Kusuma Jaya ISMAYA, I Gusti Ayu Paramita Jayanti, Luh Gede Pande Sri Eka Joemyline M. Bornalo Kadek Nonik Erawati Kelvin Hendrata Luh Gede Pande Sri Eka Jayanti Luh Made Putri Juliantari Luh Suriati Made Setena Mahayana, I Made Astu Michel P. Basister Basister Nanie R. Calig Ni Luh Anik Puspa Ningsih Ni Luh Mega Widiani Ni Made Amrita Anuttami Ni Made Purnami Ni Made Wahyuni Ni Nyoman Kerti Yasa Ni Nyoman Rusmiati Ni Wayan Sitiari Nyoman Yudhana PARAMITHA, Ni Luh Mitha Anggun Pasupati, Bayu Puji Purwatiningsih, Aris PUTRA, I Ketut Yogi Angga Pratama Putra, I Putu Iwan Pramana PUTRA, Putu Ary Krisna Putu Ayu Sita Laksmi Putu Diah Purnamayanti Putu Ngurah Suyatna Yasa Putu Ngurah Suyatna Yasa Rahmatika, Annisa Rosa Ristawati Santini, Ni Made Setini, Made Sioaji Yamawati Suardana, Gede SUILA, Jecybel Dyana Verent Suparto Wijoyo Surasmi, Ida Ayu Therese Samantha V. Pahuyo UDAYANI, I Gusti Ayu Putu Cantika WIBAWA, I Made Aryan Satriya Wiratama, Nyoman Indra Wiwekananda, Ida Bagus Yamawati , Ni Kadek Sioaji Yasa, Putu Ngurah Suyatna Yohanes Parlindungan Situmeang Yunita Citra Dewi

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