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All Journal Ekomaks : Jurnal Ilmu Ekonomi, Manajemen, dan Akuntansi Seminar Nasional Hasil Riset dan Pengabdian (SNHRP) Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset
Rolyke Tulangow
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

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Analisis Kualitas Layanan Terhadap Kepuasan Nasabah Pada Bank Rakyat Indonesia Unit Tatelu Minahasa Utara Nevrinski Mangaweng; Christien Karambut; Rolyke Tulangow
JURNAL EKOMAKS Jurnal Ilmu Ekonomi Manajemen dan Akuntansi Vol. 12 No. 1 (2023): Jurnal EKOMAKS
Publisher : Universitas Merdeka Madiun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33319/jeko.v12i1.118

Abstract

In the current era of digitalization, competition in the business world is getting tougher. Companies must strive to learn and understand the needs and desires of customers. However, customers prioritize quality service, therefore the quality of service is very important in attracting customers' desire to be able to use the products offered by the bank either from deposits or loans. Therefore, the authors want to know more about whether the quality of services provided by the BRI Unit Tatelu bank has been able to meet the wishes and expectations of customers while also wanting to measure the level of service quality provided so as to be able to provide maximum satisfaction to its customers. The purposes of this study are: To determine the effect of service quality on customer satisfaction at the BRI Unit Tatelu bank. This type of research is quantitative research, descriptive research method that describes the phenomenon or problem that is happening in an object of research. This study took a sample from a population by using a questionnaire. The population taken is customers who are still active for transacting at BRI Unit Tatelu with an unknown population, the sample is determined according to Malhotra 2006 by multiplying the number of items by four or five and for the sample obtained 84 people as respondents using a data collection technique, namely convenience sampling. The analysis used is correlation analysis and the results of research analysis of the influence of service quality variables on customer satisfaction.
PENERAPAN APLIKASI WEB PADA PROSES KERJASAMA POLITEKNIK NEGERI MANADO DENGAN PIHAK LUAR UNTUK ANALISA KEBERHASILANNYA Juliet Makinggung; Edwin Lumunon; Jemry Recy Winokan; Rolyke Tulangow; Kevin Keril Pangemanan
Seminar Nasional Hasil Riset dan Pengabdian Vol. 7 (2025): Seminar Nasional Hasil Riset dan Pengabdian (SNHRP) Ke 7 Tahun 2025
Publisher : LPPM Universitas PGRI Adi Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Penelitian ini bertujuan untuk menganalisis penerapan aplikasi web dalam mendukung proses kerjasama antara Politeknik Negeri Manado dengan pihak luar, seperti industri, instansi pemerintah, dan lembaga pendidikan. Penerapan aplikasi web diharapkan dapat meningkatkan efisiensi, transparansi, dan akuntabilitas dalam pengelolaan data kerjasama. Metode penelitian yang digunakan adalah mixed method, yaitu penggabungan metode kualitatif dan kuantitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan kuesioner. Hasil penelitian menunjukkan bahwa penggunaan aplikasi web memberikan peningkatan signifikan terhadap kecepatan proses administrasi, kemudahan monitoring kerjasama, serta kepuasan pengguna. Tingkat keberhasilan penerapan sistem mencapai 87% berdasarkan hasil evaluasi menggunakan model Technology Acceptance Model (TAM) dan System Usability Scale (SUS). Kesimpulannya, aplikasi web berperan penting dalam mewujudkan tata kelola kerjasama yang efektif, efisien, dan berorientasi pada transparansi institusional.
Pengaruh Kemudahan Penggunaan dan Kualitas Layanan Elektronik terhadap Kepuasan Pengguna Aplikasi Wondr By BNI pada Mahasiswa Jurusan Administrasi Bisnis Politeknik Negeri Manado Virginia Syalomita; Precylia Ribka Rambing; Rolyke Tulangow; Efendy Rasjid
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2716

Abstract

This study aims to examine and analyze the influence of perceived ease of use and electronic service quality on user satisfaction with the Wondr by BNI application among students of the Business Administration Department at Manado State Polytechnic. The study was motivated by the existence of several issues in using the application, including features that are not yet fully easy to understand, system disruptions during transactions, and electronic service quality that has not fully met users' expectations. These conditions are assumed to affect the level of user satisfaction with the Wondr by BNI application. This study employed a quantitative approach using a descriptive research method. The sample consisted of 50 respondents selected through Probability Sampling using the Simple Random Sampling technique. Data were collected through questionnaires based on a five-point Likert scale and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with SmartPLS version 4.1.1.8. The analysis included the evaluation of the outer model and inner model, followed by hypothesis testing using the bootstrapping technique. The results indicate that perceived ease of use and electronic service quality have a positive and significant effect on user satisfaction with the Wondr by BNI application. Simultaneously, both variables also have a significant influence on improving user satisfaction. Therefore, PT Bank Negara Indonesia (Persero) Tbk. is expected to continuously enhance the application's ease of use and the quality of its electronic services in order to provide a better user experience and improve overall user satisfaction.
Implementasi Penanganan Lonjakan Penumpang Peak season di PT. Pelni (Persero) Cabang Bitung Latipa Apriyanti Sameth; Jemmry Recy Winokan; Rolyke Tulangow
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2717

Abstract

This study analyzes the implementation of operational management at PT Pelni (Persero) Bitung Branch in handling passenger surges during the 2025-2026 Nataru peak season, examined through four operational management functions: Planning, Organizing, Actuating, and Controlling (POAC). A qualitative method with an intrinsic case study approach was used, with data collected through in-depth interviews with five informants directly involved in operational activities. The results show that planning was proactive and systematic, utilizing historical passenger data projections, routine coordination, fleet ramp checks, and a 30% capacity dispensation to anticipate a passenger increase of up to 15,995 people. Organizing was implemented through clear job descriptions and cross-agency synergy facilitated by the Nataru Command Post, although the additional personnel deployed were not proportional to the increased operational workload. The embarkation and disembarkation process followed a three-stage system supported by batching and a spiral gate to maintain passenger flow and minimize congestion. Supervision was conducted through tiered and real-time monitoring, accompanied by periodic evaluations. The study concludes that operational management has been implemented fairly effectively, although improvements are still required, particularly in human resource adequacy and cybersecurity risk mitigation.
Pengaruh Persepsi Kemudahan Penggunaan dan Persepsi Kegunaan terhadap Minat Menggunakan Aplikasi Wondr by BNI pada Mahasiswa Politeknik Negeri Manado Mandie Pantow; Melky Krisna Elia Paendong; Rolyke Tulangow
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2723

Abstract

This study aims to examine the implementation of the Wondr by BNI application and analyze the effect of Perceived Ease of Use and Perceived Usefulness on Behavioral Intention to Use among students of Politeknik Negeri Manado. This research employed a quantitative approach using descriptive and associative mothods. The population consisted of 300 students, with 39 respondents selected using the Slovin formula and purposive sampling. Data were collected through questionnaires and analyzed using SPSS, including multiple linear regression,, t-test, F-test, and coefficient of determination The results indicate that the implementation of the Wondr by BNI application is categorized as good. Partially, Perceived Ease of Use and Perceived Usefulness do not have a significant effect on Behavioral Intention to Use. However, simultaneously, both variables have a positive and significant effect on Behavioral Intention to Use the Wondr by BNI application. The Adjusted R Square value of 32,4% indicates that Behavioral Intention to Use is explained by Perceived Ease of Use and Perceived Usefulness, while the remaining 67,6% is influenced by other factors outside this study.
Co-Authors Christien Karambut Edwin Lumunon Efendy Rasjid Jemmry Recy Winokan Jemry Recy Winokan Juliet Makinggung Kevin Keril Pangemanan Latipa Apriyanti Sameth Mandie Pantow Melky Krisna Elia Paendong Nevrinski Mangaweng Precylia Ribka Rambing Virginia Syalomita