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Innocentius Bernarto, Innocentius
Business School, Fakultas Ekonomi Dan Bisnis, Universitas Pelita Harapan, Tangerang
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The role of guest satisfaction mediation in the relationship between service quality, price fairness and revisit intention: a case study of xyz hotel Jonathan, Andrew; Bernarto, Innocentius
Enrichment : Journal of Management Vol. 14 No. 5 (2024): December: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v14i5.2120

Abstract

Hospitality is one of the industries that can support the tourism industry in Indonesia. This study aims to examine the effect of service quality and price fairness on revisit intention with guest satisfaction as a mediator. This study was conducted at a 4-star hotel in Bekasi, where data were collected from 189 hotel guests. The study was conducted quantitatively with SEM PLS analysis techniques. The results showed that all hypotheses were accepted, meaning that service quality and price fairness had a significant positive effect on guest satisfaction, and guest satisfaction, service quality and price fairness had a significant and positive effect on revisit intention
Factors Influencing Customer Performance (Case study on tokopedia.com) Stefany Lutan; Innocentius Bernarto
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 4 (2024): Proceedings of the 4th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

This research aims to test the influence of variables 1) AI assimilation with organizational and customer agility; 2) AI assimilation with customer relationship quality; 3) AI assimilation with customer experience; 4) Organization and customer agility with customer relationship quality; 5) Organization and customer agility with customer experience; 6) Customer experience with customer relationship quality; 7) Customer relationship quality with customer performance for Tokopedia customers in Jakarta, Bogor, Depok, Tangerang and Bekasi. This research uses a quantitative type of research with data collection tools in the form of questionnaires measured using a Likert scale. The data analysis method was carried out using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with the help of SmartPLS version 4 software. Based on the results of data analysis, it shows that there is a significant correlation between AI assimilation and organizational and customer agility, AI assimilation with customer experience, organization and customer agility with customer relationship quality, organization and customer agility with customer experience, customer experience with customer relationship quality, and customer relationship quality with customer performance. And there is no correlation between AI assimilation and customer relationship quality.
PENGARUH LINGKUNGAN TOKO, KUALITAS PRODUK, DAN KEWAJARAN HARGA TERHADAP KEPUASAN PELANGGAN DAN PENGARUH WORD-OF-MOUTH DAN KEPERCAYAAN TERHADAP NIAT PEMBELIAN KEMBALI DI SEPHORA Anggraeni, Agita Tria; Bernarto, Innocentius
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 3 (2024): JMBI UNSRAT Volume 11 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i3.58066

Abstract

The competition in the beauty industry in Indonesia is becoming increasingly intense, as evidenced by the performance differences between Sephora.co.id and Sociolla.com. The higher total visits and rankings of Sociolla.com indicate a significant performance gap. This study aims to examine the effects of Store Environment, Product Quality, and Price Fairness on Customer Satisfaction, as well as the effects of Word-of-Mouth (WOM) and Trust on Repurchase Intention among Sephora's cosmetic store consumers. The research employs a descriptive approach with a quantitative method. Data was collected from 271 respondents via Google Forms and analyzed using SmartPLS 4.0. The results indicate that Store Environment, Product Quality, and Price Fairness have a significant positive effect on Customer Satisfaction, which, along with Word-of-Mouth (WOM) and Trust, also has a significant positive effect on Repurchase Intention. Managerial implications emphasize the importance of improving customer satisfaction, creating Referral Programs to enhance WOM, evaluating pricing strategies, and designing stores with unique layouts to attract more visitors.
Pengaruh Kualitas Layanan Dan Pengalaman Pasien Terhadap Word Of Mouth Dimediasi Oleh Kepuasan Pasien Di Ruang Rawat Inap RSUD Tobelo Halmahera Utara Edmont Hododjojo; Innocentius Bernarto; Welong Seftian Surya
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 8 (2024): COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v4i8.2735

Abstract

Penelitian ini bertujuan untuk mengeksplorasi pengalaman pasien rawat inap di RSUD Tobelo guna mengidentifikasi faktor-faktor yang mempengaruhi kepuasan pasien dan kualitas layanan, serta dampaknya terhadap loyalitas dan rekomendasi pasien melalui Word of Mouth (WOM). Dengan menggunakan metode kuantitatif survei analitik dan pendekatan studi potong lintang, penelitian ini melibatkan 160 responden dan analisis statistik inferensial menggunakan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa pengalaman pasien memiliki pengaruh signifikan terhadap kepuasan pasien dan WOM. Sementara itu, beberapa dimensi kualitas pelayanan seperti assurance, empathy, reliability, dan responsiveness tidak memiliki pengaruh signifikan terhadap kepuasan pasien, baik secara langsung maupun melalui WOM. Temuan ini memberikan wawasan penting bagi manajemen rumah sakit untuk meningkatkan kualitas layanan dan mengurangi risiko WOM negatif, yang pada gilirannya dapat memperbaiki citra dan daya saing rumah sakit
FACTORS AFFECTING BRAND LOYALTY IN THE INDONESIAN COFFEE SHOP INDUSTRY (A CASE OF MAXX COFFEE) Rappoport, Alexander; Bernarto, Innocentius
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

The purpose of this study is to examine the positive effect of experiential marketing on brand image, as well as to examine the positive effect of experiential marketing, and brand image on brand loyalty amongst Maxx Coffee consumers in Jakarta-Bogor-Depok-Tangerang-Bekasi or JABODETAEK area in Indonesia. The data was obtained through the distribution of questionnaire through Google forms. The number of samples collected was 210 respondents. Purposive sampling was applied to obtain the sample. Data analysis method by implementing the partial least square- structural equation modelling (PLS-SEM) approach. The results revealed that experiential marketing, and brand image have a positive effect on brand loyalty. Likewise, experiential marketing has a positive effect on brand image.
BRANDING IMPACT IN HOSPITALS Wuisan, Dewi; Bernarto, Innocentius; Bambang, Robertus Maria; Antonio, Ferdi; Aristo, Benny
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This study aims to explore the influence of hospital branding on patient perception, satisfaction, and loyalty. A strong hospital brand can enhance patient trust and satisfaction, which in turn increases patient loyalty. The material presented includes an introduction to the brand and its impact on the hospital. The participants included 104 individuals from all Siloam hospital group hospitals who hold managerial positions, including doctors and healthcare professionals. This result indicates the importance of effective brand management in the healthcare sector to achieve competitive advantage, with 90% of participants understanding this. These findings have practical implications for hospital managers in developing marketing strategies focused on brand building and strengthening.
CREATIVEPRENEURSHIP IN HIGH SCHOOL STUDENTS Radnan, Yokie; Meranga, Isana S.C.; Purba, John Tampil; Bernarto, Innocentius; Hariandja, Evo Sampetua
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This study investigate the effect of financial literacy towards investment decision among high school students in Jabodetabek. Students were provided with workshop of financial investment. This study address the following questions : are young people are financially literate? How can we enhance their financial literacy? We did pre test and post test for them. From pre test analysis, we found that most young peoples are not familiar with financial literacy. Because, only 39% from sample are familiar with concept of inflation. We use “interest rate” and “inflation” questions to be tested whether respondents were knowledgeable about those two criteria. This paper uses randomized experience to explore how financial literacy changes investment decision among young peoples. The effect of financial literacy program are strong. After having workshop, students are more knowledgeable about financial literacy that might be useful for their financial decision.
The influence of brand image and ticket prices on repurchase intention of Citilink airlines with satisfaction as an intervening on flight routes Jakarta - Kulonprogo Hananto, Pandu Tri; Bernarto, Innocentius
Enrichment : Journal of Management Vol. 14 No. 6 (2025): February: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v14i6.2185

Abstract

Competition in the aviation market in Indonesia is a type of Oligopoly competition market, because it is only operated by a few airlines, especially domestic flights. One of the airlines that has contributed to the development of economic activity in Indonesia is PT Citilink Indonesia. This study aims to test influence of Brand Image and price variables on Repurchase intention through Satisfaction among Citilink passengers in Indonesia. So that the research results are more accurate, this research will focus on the Jakarta-Kulonprogo flight. Quantitative data analysis is data analysis in the form of numbers through statistical calculations based on questionnaire answers from respondents. The results of these scores or values are then subjected to statistical analysis carried out with the help of the Smart-PLS program to prove the relationship between the research variables
ANTECEDENTS OF PATIENT SATISFACTION AND ITS IMPACT ON WORD OF MOUTH: A STUDY ON OUTPATIENTS AT XYZ PRIVATE HOSPITAL IN MAKASSAR CITY Ellen, Ellen; Bernarto, Innocentius
Jurnal Manajemen Kesehatan Indonesia Vol 12, No 1 (2024): April 2024
Publisher : Magister Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmki.12.1.2024.1-13

Abstract

The objective of this research is to determine the influence of antecedents of patient satisfaction in outpatient services on word of mouth. The antecedents of patient satisfaction will be assessed from the factors of people, process, and physical evidence, which are elements of the marketing mix. This is a quantitative study, where the data collection method involves distributing questionnaires to sample respondents within the research population. Four hypothesis pathways were analyzed using PLS-SEM, with primary data collected from outpatient patients at private hospital XYZ in Makassar city in April 2023, with total of 208 respondents. The results show that the factors of people, process, and physical evidence positively influence patient satisfaction and also have a positive impact on word of mouth. This research is expected to contribute to private hospitals in improving their outpatient services, enhancing word of mouth, and also elevating the hospitals’ image.
PENGARUH WORK-LIFE BALANCE, BEBAN KERJA, PAY SATISFACTION, DAN PSYCHOLOGICAL CAPITAL TERHADAP TURNOVER INTENTION PADA KARYAWAN KLINIK HEWAN X, TANGERANG [THE EFFECT OF WORK-LIFE BALANCE, WORKLOAD, PAY SATISFACTION, AND PSYCHOLOGICAL CAPITAL ON TURNOVER INTENTION OF EMPLOYEES AT X ANIMAL CLINIC, TANGERANG] Hamdoyo, Audrey; Tjoa, Catrin; Bernarto, Innocentius; Graciella Jeanne Aretha Kurniawati; Ivonne Kristi
Indonesian Marketing Journal Vol. 4, No. 1, April 2024
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v4i1.9514

Abstract

Veterinary clinic employees work under a demanding condition which may come from high expectation of recovery rate by clients and high risk of zoonotic disease exposure. An imbalance between the employee’s work life and personal life, high workload, disproportionate compensation, are all factors that can affect the physical and mental welfare of medical workers. Additionally, a low psychological capital plays an important role in mental health among vet clinic employees. One of the most common consequences of poor physical and mental well-being is the desire to leave (turnover intention). This study aims to determine the relationship between work-life balance (WLB), workload, pay satisfaction, and psychological capital (PsyCap) on turnover intention, as well as the correlation between these factors amongst employees at veterinary clinic X in Tangerang, Indonesia. This is a cross-sectional study with a sample size of 7 respondents. Using Kendall’s tau correlation method, the results show a significant correlation between components of work-life balance with components of pay satisfaction and psychological capital, as well as components of pay satisfaction with components of psychological capital and turnover intention. Dimension of WLB (PLIW) with pay structure (r=0,684; p=0,041); dimension of WLB (PLEW) with components of PsyCap: hope (r=0,651; p=0,046), resilience (r=0,651; p=0,046), optimism (r=0,769; p=0,020), and total PsyCap (r=0,651; p=0,046); component of pay satisfaction (benefit) with component of PsyCap, hope (r=0,651; p=0,046); component of pay satisfaction (pay structure) with indicator of turnover intention (r=-0,684; p=0,041). Abstrak Bahasa Indonesia: Karyawan klinik hewan bekerja dalam kondisi yang penuh tantangan karena ekspektasi kepulihan klien yang tinggi dan risiko tinggi dari paparan penyakit zoonosis. Ketidakseimbangan antara pekerjaan dan kehidupan pribadi, beban kerja yang berlebih, dan kompensasi upah yang tidak setara dengan beban kerja merupakan beberapa faktor yang dapat berdampak pada kesejahteraan fisik dan mental pekerja medis. Selain itu, Psychological capital yang rendah juga merupakan faktor psikis yang penting pada karyawan klinik hewan. Salah satu konsekuensi yang sering terjadi pada kondisi kesejahteraan fisik dan mental yang tidak tercukupi adalah keinginan untuk meninggalkan pekerjaan (turnover intention). Penelitian ini bertujuan untuk mengetahui hubungan antara work-life balance (WLB), beban kerja, pay satisfaction dan psychological capital (PsyCap) terhadap turnover intention, serta keterlibatan antar-faktor pada karyawan di klinik hewan X di Tangerang, Indonesia. Penelitian ini menggunakan desain cross-sectional, dengan jumlah sampel 7 responden. Menggunakan uji korelasi Kendall’s tau, ditemukan adanya hubungan yang bermakna antara dimensi WLB dengan komponen pay satisfaction dan psychological capital, serta komponen pay satisfaction dengan komponen psychological capital dan indikator turnover intention. Dimensi WLB (PLIW) dengan pay structure (r=0,684; p=0,041); dimensi WLB (PLEW) dengan komponen PsyCap: hope (r=0,651; p=0,046), resilience (r=0,651; p=0,046), optimism (r=0,769; p=0,020), dan PsyCap secara keseluruhan (r=0,651; p=0,046); komponen pay satisfaction (benefit) dengan komponen PsyCap hope (r=0,651; p=0,046); komponen pay satisfaction (pay structure) dengan indikator turnover intention (r=-0,684; p=0,041).
Co-Authors . Wylen Abelina Dini Fitria Adeline, Florencia Adityatama, Erick Kristianto Adventa Intan Pramesthi Agus Purwanto AGUS PURWANTO Agus Purwanto Agus Purwanto Akuba, Stefy Falentino Albert Diaz Pratama Albert Surya Wanasida Ali Djamhuri Alya Nadira Andi Sulistiyadi Andini, Tania Meilinda Rizky Andrea Nadifa Angel Mardenia Giovanni Angelina, Sylvia Anggi Pertiwi Br Tarigan Anggraeni, Agita Tria Anis Annisa Itsnaini Ansori, Oxy Asfuridah Anton Wachidin Widjaja Antonio, Ferdi Ariana, I Made Agus Aristo, Benny Asbari, Masduki Assyifa Nur Amanda Putri Atmaja, Ivan Surya Bambang, Robertus Maria Barnavio, Allisa Laurina Berlianto, Margaretha Pink Bobby Agustinus Parengkuan Boy Eduard Richard Wajong Br Tarigan, Anggi Pertiwi Candra, David Carla Clarissa Chin, Vicky Christiana, Ria Renny Christine L. Sommers Claudia, Maria Cynthia Fransiska Dadang Irawan Daniel Ong Kim Kui Danty Adistya Artamevia Puteri Adji Darrell Fernando David Candra Della Notonagoro Diajeng Herika Hermanu Dian Purnamasari Djakasaputra, Arifin Donna Imelda Edmont Hododjojo Edmont Hododjojo, Edmont Ellen Ellen Ellyamurti, Devanti Octavia Emmanuelle Jocelyn Handoyo Erika Ambarita Errica Herjany Erwin Santosa Evander, Erick Evo S Hariandja Evy Yanthy Ezra Aileen Faiza Husnayeni Nahar Fania Mutiara Savitri Faridah Jane Quinta Febby Meilisa Fenia Tandy Firdaus Putra Firdaus Razie Sugondo Frankly Oktavian Palendeng Fransiska, Cynthia Freddy Ong Gandadinata Thamrin Gilang Affanda Sovianto Putra Giovanni, Angel Mardenia Go Brian R. Gosal Goeltom, Vasco Adato H. Gosal, Go Brian R. Grace Solely Houghty Graciella Jeanne Aretha Kurniawati Gregorius Edwin Yonathan Gregorius Edwin Yonathan Griselda Ananda Gusti Ayu Kade Devina Muryantisa Hamdoyo, Audrey Hamzah, Adilla Nur Hananto, Felicia Hananto, Pandu Tri Hasbullah, Yudistira Hendelyyn, Alvin Hendra Achmadi, Hendra Hendyansyah Putra Hermanu, Diajeng Herika Hermas Kornelius Hermawati, Oki Hermawati, Vina Hong Fu Sheng Hubner, Ira B. Hutabarat, Zoel hutagalung, leo Hutapea, Ruth N. Hyun, Choi Chi I Made Agus Ariana Ian N. Suryawan, Ronnie R. Masman, Ian Nurpatria Suryawan Ian Nurpatria Suryawan Imelda, Donna Intania Winalda Irianti, Antania Hanjani Irianti, Rahel Iskandar, Ivana Ivonne Kristi Jahja, Felicia Jane Maria Fransiska Tahulending Jang, Johan Jeremy Iron Wiratama Johan Jang Jonathan, Andrew Jong, Martinus Thjia Tjen Juanna Judith Huliselan Juliana Juliana, Juliana Junita Junita Junita Junita Kayla Putri Legawa Khairana, Fadhila Rachma Kristiano Kristiano Kristiano, Kristiano Kurniawaty, Deasy Erika Kusumadi, Lourdes Joanna Kusumaningsih, Sekundina Williana Laksmi M Wijayanti Lamhot Henry Pasaribu Lamhot Henry Pasaribu Lauditta, Adelia Usi Leo Hutagalung Levi Jose Antonio Horacio Da Costa Serrano Limanto, Sherly Liowina Adlin Hokky Liowina Adlin Hokky Lisdiono, Purwatiningsih M.M, Patricia Maisie Adeline Tanaya Manurung, Rahel Novianti Margaretha P. Berlianto Maria, Hesti Mario Asido Sipayung Marlyn Suciningtias Martinus Hanandito Nugroho Pratomo Linggo Masduki Asbari Masduki Asbari Maulida, Sausan Megan Caroline Santoso Sie Meilani, Yohana F Cahaya Palupi Meilani, Yohana F. C. Palupi Meilina Meilina Meilina, Meilina Meilisa, Febby Meranga, Isana S.C Merry Merry Mohamad Ramdan Moses Lorensius Parlinggoman Hutabarat Muhammad Agung Hidayatullah Mumtaza, Dara Daula Nafatilana, Dinda Nagan, Natalia Natalia Sukarnadi Natalia, Velliana Natasha Waya Nicholas Wilson Nur Ghaliyah Sandra Putri Nur lelasari Nurindah, Nonalisa Oktisari, Puni Orlando Gaberamos Ory Laras Fitkarani Palendeng, Frankly Oktavian Paramitha Utami Patria, Danet Phinari, Handelia Poltak Sinaga, Poltak Pramesthi, Adventa Intan Prameswari, Mirza Pramono, Rudy Prasetianto, Aditia Purba, John Tampil Purnomo, Indra Puspita Faustina Puteri, Divya Meidina Putra, Firdaus Putra, Gilang Affanda Sovianto Putri Vika Noerindah Putri, Cindy Caludia Pandoyo Putri, Indah Wira Putu Ratih Wijayanthi Quinta, Faridah Jane Radnan, Yokie Rahel Irianti Raissa Liem Ramdan, Mohamad Ramli, Wynona Rappoport, Alexander Rara Wilis Setiawati Renata, Apta Respati Wuryo Putro Revel Gabriel Revel Sangkay, Revel Richo Ryanto Raharjo Rifa, Alissa Rijanto Purbojo Rinto Rain Barry Rista Nurfajrianti Riyanti Riyanti Rocky Nagoya Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Ronnie Resdianto Masman Rosdiana Sijabat S. Angkasa, Chensie Safitri, Ahda Salendra, Tania Sandra Maleachi Santoso, Anita Sevira Santoso, Priyono Budi Saputra, Riski Novian Indra Sarah Mareta Devira Satria, Briesha Aurevella Putri Seftian Surya, Welong Sekundina Williana Kusumaningsih Setia, Astutik Shafa, Adillah Najla Sidarta, Rio Nagata Putra Sihite, Otto Berman Sinaga, Avelin Triani Veronica Sipayung, Mario Asido Stefany Lutan Stephanie Olivia Stevani Suciningtias, Marlyn Sudibjo, Niko Suharto, Bernadus Freddy Sulistiyadi, Andi Sulistyanto, Hari Sunaryo Oentara Sutanto, Sandy Suwarno Suwarno Syifa Naira Yudianto Tanaya, Maisie Adeline Tandy, Fenia Tania Salendra Tania, Abigail Tansya Purnaningrum Taufik Supriyana Trisaputra Teresa Avilla Kasigit Tewu, M.L. Denny Themmy Noval Tjoa, Catrin Tresia Anggraini Trifiana Tiodora Uno, Sandiaga Salahuddin Valerie Aurora Gunawan Varera, Oriza Velliana Natalia Vena Angelica Venny, Venny Vicko Pratama Victreza, Dellaura Mercia Vidya Paramita Viera Dzakiyyah Muthohharoh Virsa Sari Widuri Wahyu Wulandari Wajong, Boy Eduard Richard Welong Seftian Surya Widiartanto, Sendy Aria Widuri, Virsa Sari Wijayanthi, Putu Ratih Wijayanti, Laksmi Mayesti Williana kusumaningsih Winanti Winanti WINANTI, WINANTI Wismantari, Trusti Wuisan, Dewi Wylen, . Yanner, Yanner yanthy, Evy Yaputri, Prisca Yash Raja Morangkey Yohana Cahya Palupi Yohana F. Cahya Palupi Meilani Yonathan Delvonvio Kent Yosha Santoso Putra Yuda Kusuma, Afif Yukichika Kawata Yulan Yulan Yuliana Yuliana Yulin, Martha Yustisia Kristiana Zhohara, Verena Tsania Zulkarnain, Prizka