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All Journal Jurnal Manajemen dan Bisnis Sriwijaya Journal of Entrepreneurship, Management and Industry (JEMI) JURNAL PENDIDIKAN TAMBUSAI Referensi : Jurnal Ilmu Manajemen dan Akuntansi Jurnal Administrasi dan Manajemen JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Manajemen Jurnal Darma Agung AMAR (Andalas Management Review) Annals of Management and Organization Research International Journal of Social Service and Research Co-Value : Jurnal Ekonomi, Koperasi & Kewirausahaan Asean International Journal of Business International Journal of Economics (IJEC) Journal of Management, Economic, and Financial

Muchsin Saggaff Shihab

Universitas Bakrie

Author-ID : 601114

Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Social Sciences

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ANALISIS TINGKAT KEPUASAN PELANGGAN DENGAN MENGGUNAKAN KONSEP E-SERVQUAL (STUDI KASUS PELANGGAN SHOPEE) Daryanti, Putri; Shihab, Muchsin Saggaff
Journal of Entrepreneurship, Management and Industry (JEMI) Vol 2, No 3 (2019): Juli - September 2019
Publisher : Program Studi Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36782/jemi.v2i3.1915

The purpose of this study is to demonstrate the possible of importance-performacen analysis for decision making to assess importance of Shopee Company, an e-comerce company in delivering service quality. This study used a type of descriptive research with quantitative research methods. This study used a sample issued by 100 respondents, which were Shopee customers and had made transactions at least 2 times in the past 6 months. This study used E-SERVQUAL variables by analyzing data using the Importance Performance Analysis (IPA) method. The results were published in general indicate that the level of conformity was not good and has not reached the customer's needs. Four attributes needed to be improved, six attributes needed to be held, and four attributes that need to be reduced by priority are addressed in the Cartesian diagram of the Importance Performance Analysis (IPA)

MEMBANGUN POSITIVE E-WOM MELALUI E-SERVICE QUALITY, KEPERCAYAAN DAN KEPUASAN Kartika, Yani; Shihab, Muchsin Saggaff
Journal of Entrepreneurship, Management and Industry (JEMI) Vol 2, No 4 (2019): Oktober - Desember 2019
Publisher : Program Studi Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36782/jemi.v2i4.1942

The purpose of this study is to analyse antecedents of positive electronic word-of-mouth (e-WOM). Data were collected using a set of questionnaire distributed to the target respondents of Lazada Indonesia, an e-commerce company in the country. The online questionnaire is of screening questions, the socio-demographic items and the items of constructs. Using a purposive sampling technique, a total of 200 respondents were obtained. Findings show that e-service quality, customer satisfaction and trust are the boosters of positive e-WOM. This examination is hoped to give empiric understanding to the marketers to create positive e-WOM.

Pengaruh Persepsi Harga, Kualitas Produk, Citra Merek, dan Layanan Purna Jual Terhadap Keputusan Pembelian dan Dampaknya Terhadap Kepuasan Pelanggan Smartphone Asus. Studi Kasus di PT. Datascrip Cahya, Nur; Shihab, Muchsin Saggaff
Journal of Entrepreneurship, Management and Industry (JEMI) Vol 1, No 01 (2018): Maret 2018
Publisher : Program Studi Manajemen

This study aims to analyze the effect of perceive price, product quality, brand image and after sales service on purchase decision and the implications on customer satisfaction of Asus smartphone. This research is descriptive-quantitative in nature. Secondary data was obtained through various journals, books and related information. Primary data were obtained using questionnaire distributed to Asus customers in Datascrip service center. Using incidental sampling technique, a total sample of 245 Asus customers were obtained. Path analysis was employeds. Various statistical tests such as validity, reliability, normality tests were employed. The results showed that the variables’ of perceive price, product quality, brand image and after sales service partially and simultaneously had a significant and positive effect on purchase decision. Furthermore, only the variables of after sales service were found to have a direct effect on customer satisfaction. Purchase decision has a significant effect on customer satisfaction. In order to increase purchasing decision, it is recommended that Asus to pay attention to brand image by creating products that have attractive physical identities, in terms of packaging, color and design, and to create customer satisfaction should pay attention to facilities and infrastructure of service center as much as possible.

Pengaruh Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Ridho Murjoko; Muchsin Saggaff Shihab
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 9, No 18 (2011): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

The research aims to find out the impact of service quality and satisfaction on loyalty. Five dimensions of service quality i.e. issue program, academic reputation, physical aspect, career opportunity, contact personnel, responsiveness, and communication were analyzed. This research is descriptive – quantitative in nature. Data were obtained by using questionnaire which was distributed to the students of SMK Negeri 11, Jakarta. Using proportionate stratified random sampling technique, total sample of 87 respondents were obtained. Data were examined using both descriptive and statistical analysis. Results indicated physical aspect, responsiveness, and communication had the influence on the student satisfaction, meanwhile contact personnel, responsiveness, communication, and satisfaction had the effect on loyalty. Physical aspect had an indirect influence on student loyalty. It is suggested that the management pay more attention to program, academic reputation, career opportunity, and contact personnel. There is also a need for more research to answer which physical aspect is the most dominant.Keywords: service quality, satisfaction and loyalty

POLITICAL MARKETING MIX DAN PENGARUHNYA TERHADAP KEPUTUSAN MAHASISWA UNIVERSITAS LAMPUNG Ridho Bramulya Ikhsan; Muchsin Saggaff Shihab
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 8, No 16 (2010): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

The purpose of this study is to scrutinize the effect of the political marketing mix on the voters’ decision. The concept of political marketing mix i.e. product, promotion, price and place were employed in this study. Both primary and secondary data were obtained. Secondary data were obtained from various sources such as journal, and books. Primary data were obtained by using questionnaire. Target respondents were students of Lampung University (UNILA) who voted for the 2010 Mayor election at Bandarlampung. Using stratified random sampling with proportional distribution and accidental sampling techniques, a total of 100 responses were obtained. Data were examined using both descriptive and statistical analysis such as, linear regression analysis, validity and reliability tests. Findings showed that, partially and simultaneously, political marketing mix which includes product, promotion, price and place had a significant impact on voters’ decision. Of all factors, place was found to be dominant. Keywords: Political Marketing, Marketing Mix, voters’ decision.

Pengaruh Dimensi Service Quality Terhadap Kepuasan Tamu Hotel dan Dampaknya Terhadap Behaviour Intention (Studi Kasus Pada Hotel Aston Kuningan Suites-Jakarta) Zita Hanna Mariska; Muchsin Saggaff Shihab
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 14, No 2 (2016): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29259/jmbs.v14i2.4004

This study aims to analyze the effect of service quality dimensions on customer satisfaction and its impact on customer satisfaction. Customers of Aston Hotel Kuningan Suites, Jakarta were taken as respondents.Â Both primary and secondary data were gathered. Secondary data were gathered from various sources such as journals, books and other related publications. Primary data were collected using questionnaire which were distributed to the target respondents. Using a purposive sampling technique, a total of 100 respondents were gathered of which 75 responses were valid. Various statistical tests such as validity, reliability and classical assumptions tests were employed. The result showed that except empathy all service quality dimensions had a positive and significant effect on customer satisfaction. Also customer satisfaction had a positive and significant effect on behavior intention. Meanwhile, service quality dimensions except assurance had a positive and significant effect on behavior intention. It is suggested that the company should pay more attention on various aspects such as emotional and technical aspects. Further research on perceived prices and relationship is need.

MEMBANGUN KUALITAS LAYANAN, KUALITAS PRODUK, DAN PERSEPSI HARGA UNTUK MENDUKUNG WORD OF MOUTH MELALUI KEPUASAN Rendy Aji Widodo Candra; Muchsin Shihab Saggaff
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 14, No 1 (2016): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

This study aims to analyze the effect of service quality, product quality and perceived price on customer satisfaction and the implications on WOM. This research is descriptive-quantitative in nature. Secondary data were gathered from various sources such as books and journals and other related publications. Primary data were obtained using questionnaire distributed to Indihome customers in Jakarta city. Using a purposive sampling technique, a total sample of 120 Indihome customers was obtained. Data were analyzed using Path analysis. Various statistical tests such as validity, reliability, normality tests were also employed. The results showed that the service quality, product quality and perceived price partially and simultaneously had a significant and positive effect on customer satisfaction. Furthermore, only the variables of product quality and perceived price were found to have a direct effect on WOM. Customer satisfaction as an intervening variable had a significant effect on WOM. Since the variables are multi-dimensional, it is recommended that the company pay attentions onthe dimensions of the variables being observed.

Pengaruh Benefit dan Program terhadap Loyalitas IM3 @School di Komunitas Sekolah Jakarta Selatan Rahadiyoso Arba Feria; Muchsin Saggaff Shihab
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 9, No 17 (2011): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29259/jmbs.v9i17.7932

This study aims to analyze the effect of benefits and program of IM3 @ school community on customers’ loyalty. This research is descriptive-quantitative in nature. Using convenience sampling technique, total sample of 200 respondents were obtained. Data were analyzed using statistical analysis. The result indicated that both the benefit and program of IM3@ school were found to have a direct influence on loyalty. The benefit was found to have a greater effect on loyalty. It is recommended that the company continue to maintain the quality of benefits IM3 @ School and followed by quality improvement IM3 @ School program by providing unique and innovative programs. Keywords: benefit, program, loyalty

Pengaruh Dimensi Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Pelanggan Vivi Ristanti; Muchsin Saggaff Shihab; Endi Rekarti
JURNAL MANAJEMEN DAN BISNIS SRIWIJAYA Vol 9, No 17 (2011): Jurnal Manajemen dan Bisnis Sriwijaya
Publisher : Program Studi Magister Manajemen FE Unsri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29259/jmbs.v9i17.7860

This research examines the effect of service quality, customer satisfaction and customer loyalty. This Research is quantitative and explanative in nature. The five dimensions of SERVQUAL of Parasuraman’ concepts which include tangibility, reliability, responsiveness, assurance and empathy were employed. Both primary and secondary data were obtained. Secondary data were obtained from various sources such as journal, and books. Primary data were obtained by using questionnaire. Using accidental sampling technique, a total of 88 responses were obtained. Data were examined using both descriptive and statistical analysis. Using path analysis, it was found that empathy had influence on satisfaction and loyalty. Furthermore, guarantee and satisfaction had influence on loyalty.Keywords: quality, satisfaction, loyalty, SERVQUAL

Strategy to Maintain the Cinema Industry in the Middle of Development of Internet Technology Dipa Mulia, Muchsin Saggaff Shihab
Jurnal Manajemen Vol. 24 No. 1 (2020): February 2020
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v24i1.634

Internet technology has been utilized in many sectors of business including in the film industry. People are using internet technology to replace the newspaper and television and also creating a new platform (computer, cellular phone and other types of gadget) to watch a film, it threats the cinema industry.Â This research aims to formulate the strategy of cinema industry to survive in the middle of internet technology. The motive of cinema-goers to watch the film becomes the main issue in this research. The influence of information, personnel film, word of mouth and cinema-quality to cinema-goers are evaluated. Hundred and twenty-eight cinema-goers involved as respondents. Structure Equation Modelling (SEM) is used to analyze the data. The research revealed that the cinema-goers had a specific expectation of the cinema industry that cannot be replaced by internet technology.

Co-Authors Ahmad MAULANA Aisyah, Nugrahanti Khairani Aslamia Rosa Badia Perizade, Badia Cahya, Nur Chairunnisah, Firdha Wani Daryanti, Putri Dedi Kurniawan Dick Archandana Pratama Dipa Mulia Endi Rekarti, Endi Hammad Bawazir Ibrahim Khalil Ikhsan, Ridho Bramulya Indrajaya, Nehemia Indria, Yesika Vivy Julio, Muhammad Akbar Kartika, Yani Marlina Widiyanti, Marlina Maulana, Achmad Muhammad Arief Algiffary, Muhammad Arief Putra, M Fitriansyah Eka Rahadiyoso Arba Feria Rendy Aji Widodo Candra Ridho Murjoko Salimah, Raudhatu Saputra, Mohammad Reza Satria, Berry Vivi Ristanti Zakaria Wahab, Zakaria Zita Hanna Mariska

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