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All Journal The International Journal of Business Review (The Jobs Review) Jurnal REKSA: Rekayasa Keuangan, Syariah dan Audit Jurnal Ekonomi Efektif IJORER : International Journal of Recent Educational Research Land Journal Jurnal Ar Ro'is Mandalika (Armada) Image : Jurnal Riset Manajemen
Budi Prakoso, Budi
Universitas Logistik Dan Bisnis Internasional
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Other

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Managing Service Quality and Customer Relationship Management to Increase Customer Satisfaction and Customer Retention Prakoso, Budi
The International Journal of Business Review (The Jobs Review) Vol 6, No 1 (2023): The International Journal of Business Review. June 2023
Publisher : Fakultas Pendidikan Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/tjr.v6i1.61842

Abstract

Customer retention (Customer Retention/CR) is very important for a company, with customer retention the company can survive and continue to grow. Many policies have been made by CEOs of multinational companies as well as research conducted by researchers to find out what factors are effective and have an impact on customer retention. This study aims to determine the relationship between the variables Service Quality, Customer Relationship Management, Customer Satisfaction, and Customer Retention. The analysis is based on 217 respondents who are customers who have used services at the company through a survey questionnaire. The measurement model for the analysis of the research hypothesis uses the Partial Least Square (PLS) procedure. The results showed that the CRM variable had a positive effect on the SQ variable, the SQ variable had a positive effect on the CS variable, the CRM variable had a positive effect on the CS variable, the SQ variable had a positive effect on the CR variable, the CRM variable had a positive effect on the CR variable, the CS variable had a positive effect on the CR variable CR. The advice that can be given is the need to maintain and improve the quality of service and customer relations, because it will give the company customer satisfaction which has an impact on customer retention. Companies also need to consider the feedback obtained from the customer relationship system to improve service quality and customer relations themselves.
Small Business Enterprise Kosmetik MS Glow : Customer Bonding Terhadap Loyalitas Pelanggan Diawati, Prety; Nurfitri, Desi; Anggraeni, Dewi; Sugesti, Hesti; Prakoso, Budi
Jurnal Ekonomi Efektif Vol. 6 No. 2 (2024): JURNAL EKONOMI EFEKTIF
Publisher : Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/JEE.v6i2.37381

Abstract

Penelitian ini bertujuan untuk menginvestigasi dampak customer bonding terhadap loyalitas pelanggan produk kosmetik MS Glow di UMKM Pusat Majalaya. Penelitian dilakukan dengan menggunakan metode kuantitatif melalui survei dengan 150 responden yang merupakan konsumen produk MS Glow di wilayah tersebut. Hasil penelitian menunjukkan bahwa customer bonding memiliki pengaruh positif yang signifikan terhadap loyalitas pelanggan, dengan korelasi yang kuat antara kedua variabel tersebut. Ini mengindikasikan bahwa pelaku UMKM dapat meningkatkan loyalitas pelanggan mereka dengan memperkuat faktor customer bonding dalam hubungan dengan konsumen.
The Role of Perceived Service Quality in Enhancing Customer Retention: The Moderating Effect of Customer Trust Prakoso, Budi
Jurnal Ar Ro'is Mandalika (Armada) Vol. 6 No. 3 (2026): JURNAL AR RO'IS MANDALIKA (ARMADA)
Publisher : Institut Penelitian dan Pengembangan Mandalika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59613/armada.v6i3.6195

Abstract

This study aims to examine the role of perceived service quality in enhancing customer retention, with customer trust serving as a moderating variable. In an increasingly competitive business environment, a firm’s ability to retain customers has become a crucial determinant of long-term performance sustainability. Perceived service quality is defined as customers’ subjective evaluation of service excellence relative to their expectations. Meanwhile, customer trust reflects customers’ confidence in the reliability, integrity, and competence of service providers. This research employs a quantitative approach using a survey method targeting customers who have utilized the service over a specific period. Data were collected through structured questionnaires and analyzed using moderated regression analysis to test the relationships among variables. The findings indicate that perceived service quality has a positive and significant effect on customer retention. Furthermore, customer trust is proven to act as a moderating variable that strengthens the influence of perceived service quality on customer retention. This suggests that higher levels of customer trust amplify the impact of perceived service quality in encouraging customers to remain loyal. These results imply that organizations should not only consistently improve service quality but also actively build and maintain customer trust through transparency, reliability, and long-term commitment. This study contributes both theoretically and practically by enriching the empirical literature on customer behavior in the service sector and providing managerial insights for developing effective relationship marketing strategies aimed at sustaining customer retention.
Halal Awareness as a Boundary Condition in Halal Consumer Behavior: Evidence from Gen Z in Indonesia and Malaysia Budi Prakoso; Muhammad Rizal Satria; Mubassiran Mubassiran
Jurnal REKSA: Rekayasa Keuangan, Syariah dan Audit Vol. 13 No. 1 (2026)
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/jreksa.v13i1.15869

Abstract

This study addresses a gap in halal marketing literature by examining halal awareness not only as a direct predictor but also as a moderator in the relationship between halal brand perceived quality and halal purchase intention among Generation Z consumers in Indonesia and Malaysia. A cross-sectional survey of 420 Muslim respondents aged 18–27 was conducted. Then, the primary data gathered were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that perceived quality of halal brands significantly enhances purchase intention, while halal awareness also plays an important direct role in shaping consumers’ behavioral intentions. More importantly, halal awareness strengthens the relationship between perceived quality and purchase intention, indicating that consumers with higher awareness are more responsive to halal quality signals. The results are consistent across both countries, suggesting that the underlying behavioral mechanism is stable despite differences in institutional contexts. This study contributes theoretically by integrating the Theory of Planned Behavior, signaling theory, and the Elaboration Likelihood Model, and by positioning halal awareness as a boundary condition in halal consumer behavior. Practically, the findings suggest that firms should complement improvements in halal product quality with targeted efforts to enhance consumer awareness, as this can strengthen the impact of quality signals and more effectively drive purchase intentions among Generation Z consumers.
Customer Relationship Management, Customer Trust, and Retention in B2B Logistics: Implications for Vocational Education Prakoso, Budi; Hurriyati, Ratih; Gaffar, Vanessa; Sultan, Adib Mokh; Rahmiati, Filda
IJORER : International Journal of Recent Educational Research Vol. 7 No. 2 (2026): March
Publisher : Faculty of Teacher Training and Education Muhammadiyah University of Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46245/ijorer.v7i2.1396

Abstract

Objective: This study examines the mediating role of customer trust in the relationship between Customer Relationship Management (CRM) and Customer Retention within Indonesia's B2B logistics sector, specifically PT Pos Indonesia's enterprise segment, and explores implications for vocational education curriculum development in logistics programs. Method: Using a descriptive-verificative design, data were collected from 200 enterprise customers through a validated questionnaire using a 7-point semantic differential scale. CRM was measured by 13 indicators (communication, problem-solving, complaint handling), Customer Trust by 5 indicators (benevolence, integrity, competence), and Customer Retention by 4 indicators (renewal intention, switching resistance). Data analysis utilized PLS-SEM with bootstrapping (5,000 subsamples). CRM indicators were mapped against Indonesian National Qualifications Framework (KKNI) competency standards. Results: CRM significantly enhances Customer Trust (β = 0.880, t = 68.850, p < 0.001) and Customer Retention (β = 0.702, t = 12.030, p < 0.001). Customer Trust positively influences retention (β = 0.245, t = 4.361, p < 0.001) and functions as a partial mediator (β = 0.215, t = 4.440, p < 0.001). The model explains 85.4% of variance in trust and 77.5% in retention. Novelty: This study uniquely bridges industry practice and educational theory by identifying specific CRM competencies, communication quality, collaborative problem-solving, and complaint handling, that should be systematically integrated into vocational education curricula, providing evidence-based recommendations for preparing future logistics professionals.
How Perceived Service Quality Drives Customer Retention: Evidence of Partial Mediation by Customer Trust in B2B Logistics Budi Prakoso
Image : Jurnal Riset Manajemen Vol. 13 No. 2 (2025): May 2025 - October 2025
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/image.2025.167

Abstract

Customer retention constitutes a critical strategic outcome in B2B logistics, where relationship continuity depends on both service performance and relational confidence. This study investigates the effect of perceived service quality on customer retention, with customer trust positioned as a mediating variable, in the enterprise logistics context of PT Pos Indonesia. A quantitative explanatory approach was employed using cross-sectional survey data collected from 200 enterprise customers. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings reveal that perceived service quality exerts a positive and significant effect on customer trust and customer retention, while customer trust also has a positive and significant effect on customer retention. Furthermore, customer trust significantly mediates the relationship between perceived service quality and customer retention. Since both the direct and indirect effects remain significant, the mediating role of customer trust is classified as partial mediation. These results demonstrate that customer retention in B2B logistics is shaped through two complementary mechanisms: the direct operational value of superior service quality and the indirect relational pathway established through trust. The study contributes to the service and relationship marketing literature by clarifying this dual-pathway mechanism in underexplored enterprise logistics setting.
ANALISIS COST-BENEFIT KONVERSI KENDARAAN JABATAN KE ELECTRIC VEHICLE: STUDI KASUS PT POS INDONESIA (PERSERO) REGIONAL 3 RIFAT ARI AZHAR AZHAR; Budi Prakoso; Dodi Permadi
LAND JOURNAL Vol. 7 No. 2 (2026): Juli 2026
Publisher : Universitas Logistik dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47491/landjournal.v7i2.5076

Abstract

Transformasi menuju transportasi berkelanjutan mendorong PT Pos Indonesia untuk mempertimbangkan penggunaan kendaraan listrik sebagai alternatif armada kendaraan jabatan. Namun, implementasi kendaraan listrik memerlukan kajian mengenai efisiensi biaya operasional dan kelayakan ekonomi, khususnya pada armada yang menggunakan skema sewa (operating lease). Penelitian ini bertujuan untuk menganalisis Total Cost of Ownership (TCO), reduksi emisi karbon, serta kelayakan ekonomi konversi kendaraan jabatan PT Pos Indonesia Regional 3 dari kendaraan konvensional menjadi kendaraan listrik menggunakan pendekatan Cost-Benefit Analysis (CBA). Hasil penelitian diharapkan menjadi dasar pertimbangan perusahaan dalam pengambilan keputusan konversi armada yang lebih efisien dan berkelanjutan. Penelitian ini merupakan penelitian deskriptif dengan metode kuantitatif yang menggunakan pendekatan penalaran ilmiah secara deduktif. Data penelitian diperoleh melalui dokumentasi perusahaan, observasi, wawancara, dan studi pustaka. Analisis dilakukan menggunakan pendekatan Total Cost of Ownership (TCO) untuk menghitung seluruh komponen biaya kendaraan selama periode analisis lima tahun yang meliputi biaya sewa kendaraan, biaya langganan baterai (battery subscription), biaya energi, biaya pemeliharaan, biaya pajak kendaraan, dan biaya asuransi. Selanjutnya dilakukan Cost-Benefit Analysis (CBA) menggunakan pendekatan incremental cash flow dengan indikator Net Present Value (NPV) dan Benefit Cost Ratio (BCR), serta analisis reduksi emisi karbon untuk mengevaluasi manfaat lingkungan dari konversi kendaraan. Hasil penelitian menunjukkan bahwa total biaya armada kendaraan konvensional selama lima tahun sebesar Rp12.480.000.000, sedangkan total biaya armada kendaraan listrik sebesar Rp11.089.592.550, sehingga diperoleh penghematan sebesar Rp1.390.407.450 atau efisiensi biaya sebesar 11,1%. Konversi kendaraan juga mampu menurunkan emisi karbon sebesar 201,92 ton CO₂ atau 45,5% selama periode analisis. Hasil Cost-Benefit Analysis menunjukkan nilai Net Present Value (NPV) sebesar Rp1.144.150.220 dan Benefit Cost Ratio (BCR) sebesar 2,61, sehingga konversi kendaraan jabatan PT Pos Indonesia Regional 3 dari kendaraan konvensional menjadi kendaraan listrik melalui skema operating lease dinyatakan layak untuk diterapkan. Kata Kunci: kendaraan listrik, Total Cost of Ownership, Cost-Benefit Analysis, operating lease, emisi karbon.
Co-Authors Ananingati, Ananingati Ansyah, Akhmad Rusli Budi Dewi ANGGRAENI Diawati, Prety Dodi Permadi Ferdian, Afif Filda Rahmiati Javier, R. Mohamad Mubassiran Mubassiran Muhammad Rizal Satria, Muhammad Rizal Nurfitri, Desi Ratih Hurriyati RIFAT ARI AZHAR AZHAR Sugesti, Hesti Sultan, Adib Mokh Vanessa Gaffar Wicaksono, Himawan