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Dewi Nusraningrum
Universitas Mercu Buana
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Developing Operational Performance Through Customer Engagement, e-Ticketing and Customer Satisfaction: a Mediation Perspective Pratama, Agung Satrya Adi; Nusraningrum, Dewi
Journal of Sustainable Economic and Business Vol. 2 No. 1 (2025): Journal of Sustainable Economic and Business (JOSEB)
Publisher : ARE Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70550/joseb.v2i1.59

Abstract

Objectives: this study aims to explore the role of customer satisfaction as a mediator for the influence of customer engagement and e-ticketing on operational performance.Methodology: This study uses a causal design with a survey method conducted by distributing Likert scale questionnaires: customer engagement, e-ticketing, customer satisfaction, and operational performance to 170 service users (ship passengers) at Merak Port. Data analysis using structural equation modeling based on partial least squares (SEM-PLS) supported by descriptive and correlational analysis.Findings: The results showed that customer engagement, e-ticketing, and customer satisfaction have a significant effect on port operational performance; customer engagement and e-ticketing have a significant effect on ship passenger customer satisfaction, and customer satisfaction mediates the effect of customer engagement and e-ticketing on port operational performance.Conclusion: The model's novelty of the effect of customer engagement and e-ticketing on port operational performance with customer satisfaction mediation. This model deserves critical and in-depth discussion before being adopted or adapted by researchers and practitioners in the future.
Evaluation of Time-to-Delivery and Identification of Delay Factors in B2B Internet Services Pangestu, Prayoga; Nusraningrum, Dewi
Enrichment: Journal of Multidisciplinary Research and Development Vol. 3 No. 4 (2025): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v3i4.434

Abstract

This research addresses the problem of delayed B2B internet service installations at PT Telkom Indonesia Witel Jakarta Barat, which fails to meet the regulatory requirement of 95% on-time completion within a seven-day service-level agreement (SLA ? 7 days) as stipulated in Ministry Regulation No. 15/2013. An evaluation of 3,394 orders in Q1 2024 revealed only 90.20% on-time completion, highlighting the need for process improvement. The objective of this study is to identify bottlenecks, streamline the installation value stream, and enhance SLA compliance through the integration of Value Stream Mapping (VSM) and Kaizen methodologies. Using VSM, the study identified 140 hours of value-added time (VA-time) spread across the site-survey, cable-pulling, and activation stages, with more than half lost due to scheduling delays and material shortages. Kaizen initiatives—including the digitalization of technician scheduling, standardized work-order formats, and regular 5S audits—successfully reduced VA-time to 7 hours, achieving a 95% efficiency rate in the future-state process. Simulation of the improved process demonstrated SLA compliance exceeding 97% and a noticeable reduction in customer complaints. Furthermore, warehouse and fleet 5S audit scores, indicating better orderliness and safety. These findings imply that the combined VSM–Kaizen approach effectively eliminates non-value-adding activities, accelerates service delivery, and ensures regulatory compliance, offering a replicable model for operational improvements in the telecommunications industry.
PELATIHAN PENINGKATAN NILAI TAMBAH PRODUK HIJAU DI KELURAHAN KERANGGAN, TANGERANG SELATAN Nusraningrum, Dewi; Indrajaya, Sonny; Imaroh, Tukhas Shilul
Jurnal Abdi Insani Vol 11 No 4 (2024): Jurnal Abdi Insani
Publisher : Universitas Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29303/abdiinsani.v11i4.1804

Abstract

Product quality and green product innovation determine the level of competition in small, medium, and large-scale businesses. Therefore, all manufacturers are competing to improve the products produced, including green products or environmentally friendly products which are currently a central issue for businessmen in Indonesia. The purpose of this community service is to provide training to improve the quality of green products for beginner small businessmen and experienced small business people in Keranggan Village, South Tangerang so that the products produced become the target of consumers. This activity is carried out systematically starting from planning to evaluation. Training is an important strategy to increase the added value of products, especially green products that are increasingly needed in efforts to mitigate environmental degradation. The training methods used are lectures, discussions, and surveys of the participants before and after the training.  The results of community service show that most small business owners in Keranggan have a very high need to increase the value of their products. The training covers various topics, ranging from selecting raw materials, production processes, and evaluating environmentally friendly products. The assessment of the training session showed a significant increase in participants' understanding and commitment to developing the value of the resulting green products. The practical implications of this community service include the importance of continuously strengthening the small and medium business community about green products that are competitive.
Improving the Green Economy Utilizing ReadCharge Solar Literacy Technology at SMP Arrihlah Nusraningrum, Dewi; Hasibuan, Sawarni; Astuti, Dian Widi; Kusuma, Prima Wijaya; Mahendra, Dendi
Jurnal Abdi Masyarakat (JAM) Vol 11, No 1 (2025): JAM (Jurnal Abdi Masyarakat) - September 2025
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jam.v11i1.31098

Abstract

The empowerment of this community partnership implements a program to improve the green economy by increasing reading interest among Arrihlah Islamic Junior High School students by utilizing solar-based ReadCharge technology. The initiative aims to encourage literacy in schools and introduce renewable energy to students as part of sustainable environmental solutions. With the use of environmentally friendly technology, it is hoped that awareness of the importance of green technology in supporting the education and economic development of the community will be created. The program started with designing and building a solar-powered stand-up ReadCharge, then making the design, making the standard operating for its use, providing reading books with a variety of interesting options, and providing training on the use of ReadCharge to students, teachers, parents, and community leaders around Arrihlah Junior High School in several trainings. The training is organized systematically, from the introduction of ReadCharge and its use to its maintenance. The training evaluation provided an overview that ReadCharge delivers an in-depth understanding of the use of solar power to preserve the environment and increase reading interest for students, teachers, and the community. The practical implications of empowering community partnerships funded by grants from the Ministry of Education and Culture are part of the Government's program that encourages people to develop and utilize renewable energy, namely energy sourced from solar heat.
KAJIAN DESTINASI WISATA PESANTREN MODERN GUNUNG MENYAN PAMIJAHAN, BOGOR Gunawijaya, Jajang; Nusraningrum, Dewi; Sulisyadi, Yohanes; Nugraha, Irfan; Febrian, Febrian
Jurnal Pariwisata Vol 10, No 1 (2023): Jurnal Pariwisata
Publisher : LPPM Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/par.v10i1.13038

Abstract

ABSTRAK Pesantren Modern Gunung Menyan dengan luas 72 Hektar  yang berada di Bogor berpeluang menarik minat pengunjung secara umum, dan secara khusus dapat menjadi area pendukung kawasan wisata terpadu yang sedang dikembangkan Dinas Pariwisata Kabupaten Bogor, yaitu Kawasan Strategis Pariwisata Daerah Halimun-Salak dan sekitarnya. Kajian kualitatif pengembangan destinasi wisata pesantren modern Gunung Menyan dilakukan untuk mendukung kebijakan pemerintah dalam meningkatkan ekonomi kreatif sektor pariwisata. Hasil kajian menunjukkan terdapat sembilan obyek pariwisata dapat ditawarkan kepada wisatawan yang terdapat di lingkungan pesantren modern Gunung Menyan. Sembilan obyek yang dikaji dalam proses pengembangnnya bisa bersifat jangka pendek, jangka menengah, dan jangka panjang. Kata kunci: pesantren modern Gunung Menyan, destinasi wisata, Bogor, wisata halal ABSTRACT Pesantren Modern Gunung Menyan with an area of 72 hectares located in Bogor has the opportunity to attract visitors in general, and in particular can become a supporting area for an integrated tourist area that is being developed by the Bogor Regency Tourism Office, namely the Tourism Strategic Area of the Halimun-Salak Region and its surroundings. The study of the development of modern islamic boarding school tourist destinations was carried out to support government policies in improving the creative economy of the tourism sector. The results of the study show that there are nine tourism objects that can be offered to tourism in the modern Gunung Menyan islamic boarding school environment. The nine objects studied in the development process can be short-term, medium-term, and long-term. Keywords : modern pesantren Gunung Menyan, tourist destinations, Bogor, halal tourism
Correlation of Terrestrial Satellite Computation and Allocation of Influence in The Development of Digital Television Services in Indonesia Rizky, Dede; Nusraningrum, Dewi; Bakhour, Alyssa Edwina Imad Khalid; Mulyatri, Egit; Dewi, Kayla Rosantya
Jurnal Ilmiah Manajemen dan Bisnis Vol 10, No 2 (2024): Jurnal Ilmiah Manajemen dan Bisnis
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jimb.v10i2.25353

Abstract

Analog television in Indonesia is currently being transformed into digital television. The purpose of this study was to determine the effectiveness and impact of the transformation of these changes. The total population of the study was unknown, so convenience sampling was used. The data obtained is processed descriptively. The results show that all respondents who earn below one million rupiah per month do not receive government assistance to convert their televisions into digital televisions, and respondents do not have knowledge about how to convert analog televisions into digital televisions.
Analysis of Building Permit Processing Delays Using Fishbone Diagram, 5 Why-Why Analysis, and 5W+1H Method Putra, Agus Jerry Suarjana; Nusraningrum, Dewi
MIX: JURNAL ILMIAH MANAJEMEN Vol 14, No 3 (2024): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jurnal_mix.2024.v14i3.011

Abstract

Objectives: The objective of this study is to analyze the impact of implementing structured quality management tools, specifically the Fishbone Diagram, Why-Why Analysis, and 5W + 1H method, on reducing project permit processing delays in the construction industry, with a focus on improving efficiency at the transportation industry.Methodology: This study uses a qualitative research approach, collecting data through interviews, document analysis, and direct observations within the transportation industry. The Fishbone Diagram, Why-Why Analysis, and 5W + 1H method were systematically applied to identify the root causes of permit processing delays and take strategic steps so that permit delays do not occur again.Finding: The findings reveal that the application of these structured quality management tools significantly reduces permit processing delays by improving coordination between authorities to obtain approval for additional time, supported by clear progress reports and justifications for the causes of delays.Conclusion: The study concludes that the integration of the Fishbone Diagram, Why-Why Analysis, and 5W + 1H methods in the permit processing workflow effectively addresses operational inefficiencies. Future research should expand on these findings by applying these methods across different companies and regions to improve the management of Building Construction permits so that the Company avoids losses due to project cost overruns.
The Impact of Sustainable Supply Chain Management, Service Innovation, and Product Innovation on Customer Satisfaction with Competitive Advantage as a Mediating Variable in a Telecommunications Company: The Impact of Sustainable Supply Chain Management, Service Innovation, and Product Innovation on Customer Satisfaction with Competitive Advantage as a Mediating Variable in a Telecommunications Company Raymond, Sihar; Nusraningrum, Dewi
International Journal of Social and Management Studies Vol. 6 No. 3 (2025): International Journal of Social and Management Studies (IJOSMAS)
Publisher : IJOSMAS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5555/ijosmas.v6i3.487

Abstract

This study analyzes the impact of Sustainability Supply Chain Management (SSCM), Service Innovation, and Product Innovation on Competitive Advantage and Customer Satisfaction at PT X, with Competitive Advantage as a mediating variable. Data from 71 respondents were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The results show that SSCM positively affects Customer Satisfaction (p-value = 0.000) but does not impact Competitive Advantage (p-value = 0.606). Service Innovation has no significant effect on either Competitive Advantage or Customer Satisfaction (p-value = 0.303 and p-value = 0.363). Product Innovation negatively affects Competitive Advantage (p-value = 0.001) but positively impacts Customer Satisfaction (p-value = 0.000). Competitive Advantage mediates the relationship between Product Innovation and Customer Satisfaction (p-value = 0.033), but does not mediate the relationship between SSCM and Customer Satisfaction or Service Innovation and Customer Satisfaction. These findings suggest that PT X should focus on product innovation to enhance competitive advantage, while improving sustainability and service innovation communication to maximize customer satisfaction
Pendampingan UMKM dalam Penerapan Rantai Pasok Hijau untuk Mendukung Keberlanjutan Usaha Tukhas Shilul Imaroh; Sonny Indrajaya; Dewi Nusraningrum
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 4 No. 3 (2026): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 4 Nomor 3 (Januari 202
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v4i3.5246

Abstract

Indonesia dan Persatuan Masyarakat Indonesia (PERMAI) di Penang, Malaysia, dengan tujuan meningkatkan kapasitas Usaha Mikro, Kecil, dan Menengah (UMKM) dalam menerapkan praktik ramah lingkungan melalui pendekatan rantai pasok hijau. Permasalahan utama yang dihadapi UMKM diaspora Indonesia di Penang antara lain ketergantungan terhadap bahan baku impor, penggunaan kemasan yang tidak ramah lingkungan, dan rendahnya kesadaran akan pentingnya keberlanjutan dalam operasional bisnis. Melalui kegiatan pelatihan, lokakarya, dan diskusi kelompok terfokus (FGD), peserta memperoleh pemahaman tentang konsep rantai pasok hijau dan praktik berkelanjutan yang dapat diterapkan secara sederhana namun berdampak signifikan. Hasil kegiatan menunjukkan adanya peningkatan pengetahuan peserta, penyusunan rencana aksi hijau oleh masing-masing pelaku UMKM, dan terbentuknya jaringan kolaborasi PERMAI Greenpreneur sebagai wadah sinergi ekonomi hijau antar pelaku usaha. Penerapan prinsip reduce, reuse, and recycle (3R), efisiensi energi, dan penggunaan kemasan ramah lingkungan berkontribusi langsung pada efisiensi biaya operasional sebesar 10–15% dan membuka peluang pasar baru yang berorientasi pada keberlanjutan. Kegiatan ini membuktikan bahwa integrasi rantai pasok hijau di sektor UMKM berperan penting dalam mendukung pertumbuhan ekonomi berkelanjutan, bahkan di komunitas diaspora.
Exploring the Impact of Product Quality, Performance, Consumer Experience, Positive eWOM on Purchase Intention and Sustainability: On Consumer Railways Sonny Indrajaya; Tukhas Shilul Imaroh; Dewi Nusraningrum
Journal of Consumer Sciences Vol. 10 No. 2 (2025): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.10.2.224-247

Abstract

Background: Developing an analysis model regarding product quality, performance, consumer experience, positive eWOM, where the proposed model is in accordance with the theory of purchase intention and sustainability of trains, where passengers in Jakarta are the target objects, using demographic factors such as gender, age, country of origin. Purpose: Analysis of consumer responses to the situation and conditions existing in the railways and whether the railways can be sustainability. Method: A quantitative approach was used in this study with an online survey conducted using Google Forms and a structured questionnaire survey conducted on 225 Indonesian and foreign respondents selected based on purposive sampling. Data analysis used SEM PLS, to determine the impact of the relationship on purchase intentions and sustainability. Findings: Shows that attachment exists and has a strong influence and impact on purchase intention and business sustainability. The implications are in terms of passenger experience, both in terms of service and comfort, as well as the sustainability of trains in Indonesia. Conclusion: Improvement of product quality, performance, consumer experience, positive eWOM can increase purchase intention. Increased purchase intention can increase the sustainability of customer relationships. Research limitations: The new analysis focuses on aspects related to the variables of product quality, performance, consumer experience, positive ewom, purchase intention, sustainability trains. New response characteristics involving gender, division, continent, data analysis techniques, used, in this study are limited to quantitative methods. Research implications: This study provides conditions and situations regarding trains related to product quality, performance, consumer experience, positive ewom, purchase intention, railway sustainability.
Co-Authors Adi Sopian Adin Eka Fiyanzar Agus Daman Ahmad, Fauziah Sh Ahrul Putra Mangku Ali Hanafiah Andrias, Andrias Apollo Ardiansyah Dores Bakhour, Alyssa Edwina Imad Khalid Caesarani Gloria Putri Cheriani, Cheriani Dairatil Irvan, Syamsu Daman, Agus Dede Suleman Dewi, Kayla Rosantya Dian Widi Astuti, Budi Irawan Prima Putra, Dian Widi Astuti, Dipa Mulia Dwisilo, Yuwono Sucipto Fachry Abda El Rahman Fiyanzar, Adin Eka Gading, Delita Kusuma Guilin, Xie Hakiman, Hakiman Hapzi Ali Henry, Henry Hutabarat, Igleysias Rheinhart I Made Yuko Dharma Putra Indra Setiawan Indra Setiawan Iqbal, Muhammad Ali Jajang Gunawijaya Jajang Gunawijaya Jajang Gunawijaya, Jajang Jaswati Jaswati Jiao, Deng Kadar Nurjaman Kasmir Kasmir Kusuma, Prima Wijaya Kusumawardana, Nofian Sudi Laylatushufa, Nazilah Mahendra, Dendi Mas Wahyu Wibowo Meriyati Meriyati Muhammad Ridwansyah Mukti Ali, Mochammad Mulyatri, Egit Novi Anggraini, Novi Nugraha, Irfan Osman Arofat Osman Arofat Osman Arofat, Osman Pangestu, Prayoga Pemi Puji Apriani Pratama, Agung Satrya Adi Putra, Agus Jerry Suarjana Ratna Dewi, Prihatini Raymond, Sihar Rinditayoga, Naufal Rizki Rizky, Dede Salmi Mohd. Isa Sawarni Hasibuan Sekar Wulan Prasetyaningtyas Setyo Riyanto Sonny Indrajaya Sugiyono Sugiyono Sulisyadi, Yohanes Sumianto Sumianto Suriyanti R. Sutawijaya, Ahmad H Sutoyo, Purwono Tri Mayang Mekar Triherawati, Desi Tukhas Shilul Imaroh Warinah, Warinah Wei-Loon Koe Winda Widyanty Yosi Pahala Yosi Pahala, Yosi Yuwono Sucipto Dwisilo Yuwono Sucipto Dwisilo, Yuwono