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All Journal International Journal of Economics Development Research (IJEDR) Eastasouth Journal of Effective Community Services Jurnal Pengabdian West Science Gudang Jurnal Multidisiplin Ilmu PROCEEDING INTERNATIONAL BUSINESS AND ECONOMICS CONFERENCE (IBEC) Jurnal Simki Economic
Lisa Elianti Nasution
Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
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Pengaruh Customer Relationship Management, Ketepatan Waktu Pengiriman dan Layanan Digital terhadap Kepuasan Pelanggan pada PT Tunas Antarnusa Muda Kargo Annisa Fahira; Elisabeth Nainggolan; Lisa Elianti Nasution
Jurnal Simki Economic Vol 9 No 2 (2026): Volume 9 Nomor 2 Tahun 2026
Publisher : Universitas Nusantara PGRI Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/jse.v9i2.1599

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh customer relationship management (CRM), ketepatan waktu pengiriman, dan layanan digital terhadap kepuasan pelanggan pada PT Tunas Antarnusa Muda Kargo. Penelitian ini dilatarbelakangi oleh adanya research gap dari hasil studi terdahulu yang menunjukkan inkonsistensi pengaruh ketiga variabel tersebut terhadap kepuasan pelanggan. Metode yang digunakan adalah pendekatan kuantitatif dengan desain asosiatif, melibatkan 389 responden yang dipilih menggunakan teknik accidental sampling. Data dikumpulkan melalui kuesioner skala Likert dan dianalisis menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa secara simultan CRM, ketepatan waktu pengiriman, dan layanan digital berpengaruh signifikan terhadap kepuasan pelanggan. Secara parsial, CRM berpengaruh positif signifikan, sedangkan ketepatan waktu pengiriman dan layanan digital berpengaruh negatif signifikan. Novelty penelitian ini terletak pada temuan bahwa aspek operasional dan digital dapat berdampak negatif terhadap kepuasan apabila tidak sesuai dengan ekspektasi pelanggan. Secara teoretis, penelitian ini memperkuat Expectation Confirmation Theory bahwa ketidaksesuaian antara harapan dan kinerja layanan akan menurunkan kepuasan pelanggan.
Karang Taruna Human Resource Competency Development Through Soft Skills and Digital Literacy Training in Pematang Johar Village Lisa Elianti Nasution; Phan Bao Giang; Sipnarong Kanchanawongpaisan; Muhammad Hafiz Abd.Rashid; Hendra Halim; Khoirul Amri; Dedi Irawan
Eastasouth Journal of Effective Community Services Vol 4 No 02 (2025): Eastasouth Journal of Effective Community Services (EJECS)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/ejecs.v4i02.512

Abstract

This community service program was carried out to answer the issue of lack of soft skills and digital literacy competencies among members of the Pematang Johar Village Youth Organization, which has an impact on the suboptimal role of youth in social activities and village development. The focus of this service is to increase communication capacity, leadership, teamwork, and the ability to utilize digital technology. The activity aims to empower youth through strengthening personal and organizational competencies. The methods used are participatory action research (PAR) and practice-based participatory training, which are carried out through soft skills sessions, basic digital literacy, advanced digital literacy, and technical assistance. The results of the activity showed a significant increase in the communication skills, leadership, and digital skills of the participants, the formation of a digital creative team, and the improvement of the organizational culture of Karang Taruna. This program has succeeded in encouraging youth as agents of social change in the village.
Co-Authors Afrizal Afrizal Alda Claudia Sagala Anabella Monica Agustine Simanjuntak Anggreini Laowo Annisa Fahira Dedi Irawan Deliyanti Simbolon Desma Erica Maryati Manik Dian Setyorini Dita Sayidina Harahap Elisabeth Nainggolan Fenny Afrida Fernando Capreli Hendra Halim Isra Rafika Sihombing Khoirul Amri Muhammad Hafiz Abd.Rashid Octaviona Kesuma Wijaya Phan Bao Giang Sipnarong Kanchanawongpaisan Steven