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Customer Satisfaction and Loyalty Management of Bank Sahabat Sampoerna Branch Kelapa Gading Wahid Akbar Basudani; Valentine Theresia Simamora; Gani Wiharso; Muhammad Abdullah; Hary Mulyadi
Jurnal Mandiri : Ilmu Pengetahuan, Seni, dan Teknologi Vol 6 No 2: Desember 2022
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v6i2.215

The purpose of this study is to determine whether there is an effect of service quality, customer motivation and customer behavior on customer satisfaction with customer complaints as moderation and its impact on customer loyalty at Bank Sabahat Sampoerna Branch Kelapa Gading This study uses the SEM method with the Smart-PLS application. The number of samples in this study amounted to 52 with the sampling technique of accidental sampling which is included in the type of non-probability sampling where the object in this study is the customer who uses credit facilities at Bank Sahabat Sampoerna Branch Kelapa Gading. The results of this study obtained the endogenous variable Customer Satisfaction (Y) of 0.98 and Customer Loyalty (Z) of 0.97. This indicates that the endogenous latent variable Customer Satisfaction (Y) is strongly influenced by the exogenous variables of Service Quality (X1), Customer Motivation (X2) and Customer Behavior (X3). Meanwhile, the endogenous latent variable of Customer Loyalty (Z) is strongly influenced by 0.97 by the exogenous variables of Service Quality (X1), Customer Motivation (X2) and Customer Behavior (X3) through the mediating variable of Customer Satisfaction (Y).

Pengembangan Sumber Daya Manusia Melalui Pengenalan Konsep DISC pada Remaja Panti Asuhan Putra Setia Yayasan Rukun Istri Sejahtera, Jakarta Pusat Wahid Akbar Basudani; Muhammad Abdullah; Ida Zuniarti; Valentine Theresia Simamora
Indonesian Journal of Society Engagement Vol. 4 No. 1: April 2023
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/ijse.v4i1.126

This Community Service activity aims to provide socialization and training for teenagers who are under the guidance of the Putra Setia Orphanage, the Rukun Istri Sejahtera Foundation, Central Jakarta where these teenagers need knowledge about personality development with the DISC concept. The method used is to give lectures or direct presentation of material. The DISC concept consists of Dominant, Influence, Steady and Compliant. By knowing the DISC concept, these teenagers can get to know themselves in an effort to develop personality and increase human resources.

Product and Service Quality to Inflict Customer Satisfaction and Loyalty of Bank Sahabat Sampoerna Kelapa Gading Branch Valentine Theresia Simamora; Wahid Akbar Basudani
Jurnal Mandiri : Ilmu Pengetahuan, Seni, dan Teknologi Vol 7 No 1: Juni 2023
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v7i1.236

Post-pandemic economic growth is a focus for the government where one of the steps taken is a policy related to bank interest rates to stimulate the growth of corporate and small medium enterprise loans. One of the banks that has a focus on providing corporate and small medium enterprise loans is Bank Sahabat Sampoerna. Tight competition in the banking world in helping efforts to grow the economy has triggered Bank Sahabat Samporna to provide the best quality products and services to its customers so that these customers receive satisfaction which then become loyal customers. The purpose of this study was to determine whether there is an influence of product and service quality on customer satisfaction and loyalty at Bank Sabahat Sampoerna Kelapa Gading Branch. Smart-PLS is used to implement the SEM method in this study. In this study, 100 customers who used credit services were sampled using the accidental sampling method, which falls under the category of non-probability sampling.The endogenous variables Customer Loyalty (Z) and Customer Satisfaction (Y) were found to be 0.417 and 0.433, respectively, in this study. This demonstrates that the endogenous inert variable Customer Satisfaction (Y) is weakly affected by 0.433 by the exogenous factors Product Quality (X1) and Service Quality (X2). In the interim, the endogenous dormant variable Customer Loyalty (Z) is weakly impacted by 0.417 by the exogenous variable Product Quality (X1) and Service Quality (X2) through the intervening variable Customer Satisfaction (Y).

Pelatihan Membangun Merek dengan Pemasaran yang Berorientasi pada Manusia Sebagai Daya Tarik pada Ikatan Remaja RW 07 Margonda, Depok, Provinsi Jawa Barat Basudani, Wahid Akbar; Abdullah, Muhammad; Zuniarti, Ida; Simamora, Valentine Theresia
Indonesian Journal of Society Engagement Vol. 4 No. 3: Desember 2023
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/ijse.v4i3.143

This Community Service activity aims to provide training for teenagers who are members of the RW 007 Margonda Youth Association organization, Depok, West Java, where these teenagers need knowledge about how to build a brand in entrepreneurship. Current developments in the era of digitalization mean that consumers can communicate easily by social media, which requires business owners to build a brand that is human-oriented. Building a brand that is oriented towards humans as customers can be done by understanding consumers through social listening, netnography and empathic research methods. By knowing the concept of building a human-oriented brand, these teenagers can easily capture consumer responses and innovate products according to their customers' needs.

Membangun Generasi Digitalpreneur Melalui Pelatihan Keterampilan Digital Marketing bagi Badan Santunan Yatim, Margonda, Depok Basudani, Wahid Akbar; Mulyadi, Harry; Simamora, Valentine Theresia; Purwanto , Obi Eko
Indonesian Journal of Society Engagement Vol. 5 No. 1: April 2024
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/ijse.v5i1.151

This Community Service activity aims to provide socialization and training for teenagers who are under the guidance of the Margonda Orphan Compensation Agency, Depok where children who take shelter in this institution need knowledge of digital skills in development efforts. The method used is by giving lectures or presenting material directly, consisting of an explanation of what digitalpreneur is to the use of e-commerce in building an online shop. By knowing the concept of digipreneur, teenagers can understand the potential of entrepreneurship which is supported by the ability to utilize technology.

Customer Satisfaction of Indonesian Sharia Bank: Multi Factorial Analysis Wiharso, Gani; Mulyadi, Hary; Abdullah, Muhammad; Basudani, Wahid Akbar; Simamora, Valentine Theresia
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 5 No. 1 (2024): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v5i1.4070

Of the Muslim countries in the world, Indonesia is one of the large countries that has the largest Muslim population. So Indonesia is one of the markets that creates a monetary foundation that relies on the sharia framework, including sharia banking. Furthermore, this provides freedom for sharia banking to offer sharia products to people who want to switch from conventional financial products to sharia banking products, especially products that have often been used by the general public, such as current accounts, savings and deposits. The essence of this exploration is to find out what variables can influence consumer loyalty at BSI Bank Tangerang Karawaci Mutiara branch office. To determine the variables that influence compliance, descriptions are used, especially using illustrative and confirmatory examination methods. The testing procedure used in this exploration was a purposive testing method on 95 respondents. Each naaabah is given a questionnaire with a total of 25 question points, where the questionnaire answers are evaluated on a 1-5 Likert scale and tested using the Smart-PLS 4.0 Application. Based on the results of the tests carried out, it can be said that the variables that influence consumer loyalty are Profit Sharing (X1) and Service Quality (X2) which influence Saving Decisions (Y) and Customer Satisfaction (Z) at Bank BSI Tangerang Karawaci Mutiara Branch Office, so the hypothesis this is acceptable.

Eksplorasi Brand Equity Smartphone Samsung: Insight Dan Tantangan Di Wilayah Jakarta Muhammad Abdullah; Hary Mulyadi; Oby Eko Purwanto; Valentine Theresia Simamora; Ati Chandrasari
Manajemen: Jurnal Ekonomi USI Vol 6 No 3 (2024): Manajemen : Jurnal Ekonomi Vol 6 No 3 November 2024
Publisher : Fakultas Ekonomi Universitas Simalungun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36985/svkeav98

Tujuan penelitian ini adalah untuk mengeksplorasi dan menganalisis brand equity Samsung dalam pemasaran smartphone di Jakarta. Penelitian ini menggunakan pendekatan mixed method yang mengintegrasikan metode kuantitatif dan kualitatif. Tujuan utama penelitian adalah memberikan pemahaman mendalam tentang kondisi seluruh dimensi brand equity dari sudut pandang konsumen serta sebagai bentuk penggambaran posisi Samsung di mata responden. Metodologi pengambilan sampel menggunakan teknik purposive sampling dalam memilih responden yang telah berusia minimal 17 tahun, tinggal di kota Jakarta serta memiliki pengalaman langsung menggunakan smartphone dengan merek Samsung. Data kuantitatif dikumpulkan melalui survei terstruktur yang dirancang untuk menguji hipotesis terkait brand association menggunakan uji Cochran. Di sisi lain, data kualitatif diperoleh dari wawancara mendalam dengan konsumen yang bertujuan untuk mendapatkan wawasan lebih dalam mengenai konteks brand awareness, brand perceived quality, dan brand loyalty. Hasil penelitian menunjukkan bahwa Samsung memiliki brand equity yang kuat di Jakarta. Brand awareness Samsung sangat baik dimana konsumen mengenali merek ini sebagai simbol kualitas dan keandalan dalam produk smartphone. Responden juga memberikan penilaian positif terhadap asosiasi merek Samsung, responden melihat Samsung sebagai merek smartphone dari perusahaan yang terpercaya serta punya desain handphone yang unik. Dalam hal kualitas, responden menilai produk Samsung sangat baik, dengan penekanan pada inovasi, kualitas audio superior, dan layar berkualitas tinggi (resolusi dan kejernihan). Penelitian ini memberikan kontribusi strategis dengan mengidentifikasi kekuatan dan area yang perlu diperbaiki dalam brand equity Samsung. Rekomendasi untuk perusahaan Samsung ke depannya adalah untuk melakukan kampanye pemasaran yang rutin menyoroti keunggulan produk dan inovasi terbaru. Selain itu, disarankan agar Samsung bekerja sama dengan desainer ternama atau merek fashion untuk menciptakan edisi terbatas smartphone yang punya desain unik, sehingga ekuitas merek Samsung dapat terjaga dengan baik

Digital Banking: Assessing Customer Satisfaction through Product Quality Wiharso, Gani; Akbar Basudani, Wahid; Theresia Simamora, Valentine; Mulyadi, Hary
Dinasti International Journal of Economics, Finance & Accounting Vol. 3 No. 4 (2022): Dinasti International Journal of Economics, Finance & Accounting (September - O
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v3i4.1436

The fastest growth of information technology and the digital disruption which massively increase brought a huge impact to the banking field to continue their efforts to innovate the products. This research aims to explore whether the quality of the products offered by Bank Syariah Indonesia can improve the quality of its customers. The method that currently applied on this research was quantitative by causal approach. The sample which has been studied were 75 Indonesian Islamic Bank customers who were selected by random sampling technique. The technique chooses to selected the data was through a questionnaire. And These research reveals that an innovative product quality can be a factor that will improve the customer satisfaction area. With this research, Bank Syariah Indonesia is expected to implement and innovate their ultimate digital banking products which kindly difficult to imitate, and have high use value and cannot be replaced by other products, so as to achieve customer satisfaction and sustainable competitive advantage.

PELATIHAN BISNIS DASAR UNTUK UMKM NAIK KELAS BEKASI: STRATEGI MEMBANGUN USAHA YANG BERKELANJUTAN Abdullah, Muhammad; Mulyadi, Hary; Simamora, Valentine Theresia; Pancasilawan, Budhy Herry
Community Development Journal : Jurnal Pengabdian Masyarakat Vol. 6 No. 2 (2025): Volume 6 No. 2 Tahun 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/cdj.v6i2.37822

UMKM di Indonesia memiliki peran penting dalam mendukung perekonomian nasional, namun masih menghadapi berbagai tantangan seperti keterbatasan dalam inovasi produk, pengembangan kapasitas usaha, dan pemanfaatan teknologi digital. Kegiatan pengabdian kepada masyarakat kali ini dirancang untuk membantu anggota komunitas UMKM Naik Kelas Kota Bekasi dalam mengatasi tantangan ini melalui peningkatan kapasitas di tiga aspek utama: pemahaman konsep bisnis berkelanjutan, pengembangan produk inovatif, dan pemasaran digital. Program ini menggunakan pendekatan partisipatif, melibatkan dosen dan mahasiswa sebagai fasilitator yang memandu peserta dalam diskusi, studi kasus, dan simulasi praktik. Kegiatan dilakukan secara offline dengan fokus pada pemberdayaan anggota UMKM Naik Kelas Kota Bekasi melalui pelatihan yang aplikatif dan interaktif. Berdasarkan evaluasi, hasil kegiatan ini menunjukkan peningkatan pemahaman peserta terhadap prinsip-prinsip bisnis berkelanjutan dan strategi pemasaran digital, serta munculnya rencana inovasi produk yang lebih adaptif dan ramah lingkungan. Hasil kegiatan pengabdian kepada masyarakat ini memberikan kontribusi nyata dalam membentuk UMKM yang lebih tangguh, berdaya saing, dan memiliki dampak positif bagi ekonomi lokal serta lingkungan. Kesimpulannya, program ini berhasil mendukung anggota komunitas UMKM Naik Kelas Kota Bekasi untuk lebih siap dalam menghadapi tantangan pasar global yang dinamis dan memberikan dampak sosial yang signifikan.

Digital Banking: Assessing Customer Satisfaction through Product Quality Wiharso, Gani; Akbar Basudani, Wahid; Theresia Simamora, Valentine; Mulyadi, Hary
Dinasti International Journal of Economics, Finance & Accounting Vol. 3 No. 4 (2022): Dinasti International Journal of Economics, Finance & Accounting (September - O
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v3i4.1436

The fastest growth of information technology and the digital disruption which massively increase brought a huge impact to the banking field to continue their efforts to innovate the products. This research aims to explore whether the quality of the products offered by Bank Syariah Indonesia can improve the quality of its customers. The method that currently applied on this research was quantitative by causal approach. The sample which has been studied were 75 Indonesian Islamic Bank customers who were selected by random sampling technique. The technique chooses to selected the data was through a questionnaire. And These research reveals that an innovative product quality can be a factor that will improve the customer satisfaction area. With this research, Bank Syariah Indonesia is expected to implement and innovate their ultimate digital banking products which kindly difficult to imitate, and have high use value and cannot be replaced by other products, so as to achieve customer satisfaction and sustainable competitive advantage.

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