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All Journal E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Sosioteknologi Panggung Jurnal Manajemen Indonesia Journal of Economic, Bussines and Accounting (COSTING) J-MAS (Jurnal Manajemen dan Sains) JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Besaung : Jurnal Seni Desain dan Budaya Jurnal Ilmiah Edunomika (JIE) EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal Of Science, Technology & Management (IJSTM) Asian Management and Business Review Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Jurnal Pengabdian Masyarakat Akademisi Annals of Human Resource Management Research Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Eduvest - Journal of Universal Studies eProceedings of Management Community Service Seminar and Community Engagement (COSECANT) Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Inovasi Global Jurnal Penelitian Pendidikan Indonesia Adpebi Science Series
Heppy Millanyani
Universitas Telkom
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The Effect Of Service Quality To Customer Satisfaction Of D’Primahotel Bandung Naura Salsabila; Heppy Millanyani
eProceedings of Management Vol 10, No 3 (2023): Juni 2023
Publisher : eProceedings of Management

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

Abstract

D'primahotel Bandung is a 4-star hotel located in Sukajadi area, Bandung. It has a building of 6000 m2 with eightfloors, equipped with guest room facilities, swimming pool, playground, ballroom, and meeting room. Based onreviews from visitors on the website Traveloka.com there are negative review about the problems complained byconsumers. The negative assessment must certainly be handled, so that the company can defend against the emergenceof competitors in similar business fields. This study aims to determine the quality of service in which there aredimensions of tangible, reliability, responsiveness, assurance and empathy to consumers from D'primahotel Bandung.The results of this research are expected to be used as input for companies when formulating strategies in competing.The method used in this research is a quantitative method, namely descriptive and causal research. The technique usedin sampling is Non-Probability Sampling with the type of Purposive Sampling using a questionnaire with 384respondents. This study used multiple linear regression data analysis techniques, using SPSS software. The hypothesisshows that the variables tangible, reliability, responsiveness, assurance, and empathy have a positive and significantrelationship with consumer satisfaction variables both partially and simultaneously.Keywords-service quality, customer satisfaction
Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan Primajasa Kota Bandung (Studi Pada Rute Bandung-Bandara Internasional Soekarno Hatta Tahun 2023) Ilmayanti Nur Suriah; Heppy Millanyani
J-MAS (Jurnal Manajemen dan Sains) Vol 8, No 2 (2023): Oktober
Publisher : Universitas Batanghari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/jmas.v8i2.1346

Abstract

One of the main destinations for domestic and foreign tourists is the city of Bandung which has a lot of charm. The growing development of tourism in Indonesia has also triggered the development of travel service companies, one of which is PT Primajasa Perdanaraya Utama, which is a provider of transportation services in the city of Bandung. However, referring to customer reviews on Instagram and Google, there are several bad assessments regarding the various problems that customers complain about regarding the quality of service that must be improved in order to survive in an increasingly competitive environment. Service quality is a company's various efforts to meet customer expectations, while customer satisfaction is a measure of the ability of the company's products and services to meet customer needs. The purpose of this research is to see the impact of service quality using dimensions (tangible, reliability, responsiveness, assurance and empathy) on primajasa customer satisfaction by using quantitative methods. The results of this study confirm that the four dimensions of service quality (tangible, reliability, assurance, as well as empathy) have a positive and significant impact on customer satisfaction, while the responsiveness dimension has a negative and significant impact on customer satisfaction. Through this study it is known that the empathy dimension has the greatest impact on customer satisfaction, so that primajasa is advised to make several improvements, namely adding free wifi facilities on the bus, improving good interpersonal communication by adding job descriptions to the staff on duty at the entrance to greet each customer arrival and ask for their needs and desires, then the primajasa can also review and maximize departure hours, by providing departures every 1 hour in order to meet customer needs and before departure the primajasa is advised to check again carefully on the tickets and customer luggage to avoid mistakes. The results of this study are expected to become considerations and suggestions that play a role in assisting companies in developing competitive strategies.
Pengaruh Ulasan Online, Persepsi Nilai, Dan Jenis Kelamin Terhadap Niat Berlanjut Untuk Menggunakan Kembali Aplikasi Pemesanan Hotel Agoda Di Indonesia Ratna Juliana; Heppy Millanyani
JPEK: Jurnal Pendidikan Ekonomi dan Kewirausahaan Vol 7 No 2 (2023): JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan)
Publisher : Universitas Hamzanwadi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29408/jpek.v7i2.21457

Abstract

The rapid development of technology has led to a trend in online hotel reservations through a platform called an online travel agent (OTA), of which Agoda is one. The Indonesian Review survey (2023) found that the percentage of intentions to reuse Agoda was 43%. The study aims to look at the influence of online reviews, value perceptions, and gender on the intention to reuse the Agoda OTA application in Indonesia. Quantitative research methods using non-probability sampling techniques to get a final sample of as many as 400 respondents. Structural Equation Modeling-Partial Least Square (SEM-PLS) data analysis method using SmartPLS 3.0 application. The results show that (1) hedonic value mediates the relationship between quantity and quality of online reviews on continuance intention to use (2) utilitarian value does not mediate the relationship between quantity and quality of online reviews on continuance intention to use (3) gender does not moderate the relationship between quantity and quality of reviews online on both utilitarian and hedonic values 
Dampak Consumer-Based Brand Equity pada Consumer Attitude dan Consumer Intention terhadap Electronic Word Of Mouth (E-WOM) pada Brand Somethinc Muhammad Ramadheo Nugraha; Heppy Millanyani; Eva Nurhazizah
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 6 No. 8 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v6i8.3546

Abstract

The purpose of this study is to ascertain how Consumer-Based Brand Equity affects Consumer Attitudes and intentions when it comes to electronic word-of-mouth (e-WOM) for the Somethinc brand. The Consumer-Based Brand Equity hypothesis is used in this study to evaluate a model that illustrates how Consumer Attitude, intention, and e-WOM for the Somethinc brand are influenced by Consumer-Based Brand Equity.This study uses a cross-sectional approach and is quantitative in nature. Indonesian customers of Certain brands make up the population. Purposive sampling was used to determine the sample size, and 150 respondents met the criterion of being current Somethinc brand consumers. Using the SmartPLS 3.0 software, structural equation modeling, or SEM, is the data analysis method employed.The study's findings show that: (1) Consumer Attitude Toward the Somethinc brand is positively and significantly impacted by Brand Image . (2) Consumer Attitudes toward the Somethinc brand are positively and significantly impacted by brand awareness. (3) Consumer Intention to participate in e-WOM for the Somethinc brand is positively and significantly impacted by Brand Image . (4) Consumer Intention to participate in electronic word-of-mouth (e-WOM) for the Somethinc brand is positively correlated with brand awareness.The study's findings and suggestions indicate that the Somethinc brand needs to strengthen and enhance its Brand Image in the eyes of consumers through strategies such as broader advertising campaigns, a strong presence on social media, and active consumer engagement. Future research is recommended to test the model on other brands and compare the results, as well as to examine other factors that may influence e-WOM.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA URBANS TRAVEL Mumtaza, Firga Alia; Millanyani, Heppy
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 7 No 2 (2023): Edisi Mei - Agustus 2023
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v7i2.3242

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Urbans Travel. Metode penelitian yang digunakan yaitu metode kuantitatif, dengan tujuan penelitian deskriptif, karakteristik penelitian yang digunakan pada dimensi waktu cross sectional method, berdasarkan univ analisis individu. Sampel penelitian merupakan pelanggan dari Urbans Travel sejumlah 385 orang, teknik analisis data yang digunakan pada penelitian ini adalah regresi linier berganda. Hasil penelitian ini menyatakan bahwa empat dimensi dari kualitas pelayanan yakni assurance, reliability, empathy, responsiveness, serta tangible yang memiliki nilai yang positif dan berpengaruh secara signifikan terhadap kepuasan pelanggan. Dimensi yang berpengaruh paling besar yaitu dimensi tangible. Artinya jika pihak Urbans Travel meningkatkan dimensi tangible maka kepuasan pelanggan akan meningkat sebesar 51,0%.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA GRAND METRO HOTEL TASIKMALAYA Azahra, Tazkia; Millanyani, Heppy
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 7 No 3 (2023): Edisi September - Desember 2023
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v7i3.3407

Abstract

Hotel Grand Metro di Tasikmalaya adalah salah satu dari akomodasi terbesar yang dapat ditemukan di kota tersebut. Properti ini dioperasikan oleh PT. Tunas Baru Surya Perkasa. Grand Metro Hotel Tasikmalaya dapat diklasifikasikan sebagai hotel bintang empat dengan gaya konstruksi dan interior yang semi minimalis dan modern, yang disesuaikan dengan tren yang ada. Untuk mendapatkan pemahaman yang komprehensif tentang tingkat kualitas layanan, penelitian ini menggunakan metode analisis sentimen yang dapat membagi umpan balik pelanggan menjadi dua kategori, yaitu positif dan negatif, untuk dianalisis. Tujuan penelitian ini adalah untuk menilai kualitas layanan hotel dalam berbagai dimensi, dengan fokus pada kebutuhan pelanggan, termasuk kualitas fisik, keandalan, responsivitas, kepastian, dan kualitas empatik. Metodologi yang digunakan untuk analisis data adalah metode kuantitatif dengan jenis penelitian deskriptif dan kausal. Pengambilan sampel dilakukan menggunakan teknik non-probabilitas, khususnya Purposive Sampling. Hasil dari pengujian hipotesis kuantitatif, atau Uji T, menunjukkan bahwa variabel Tangible (X1) dan Responsiveness (X3) tidak berpengaruh signifikan terhadap perilaku subjek (Y) dalam penelitian ini. Namun, sebaliknya, unsur-unsur Kualitas Pelayanan seperti Keandalan (X2), Jaminan (X4), dan Empati (X5) dalam kondisi tertentu menunjukkan dampak yang signifikan terhadap Kepuasan Pelanggan (Y).
The Influence Of E-Service Quality Dimensions On E-Customer Satisfaction And Its Impact On E-Customer Loyalty Tiket.Com Athallah Naufal, Muhammad; Millanyani, Heppy; Trianasari, Nurvita
International Journal of Science, Technology & Management Vol. 5 No. 1 (2024): January 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i1.1025

Abstract

The problem that is often experienced by companies in the field of online transportation services such as travel agencies is the quality of service provided. Most consumers are dissatisfied with the services provided. These problems make researchers interested in further examining the level of consumer satisfaction with the services provided and analyzing consumer loyalty in using the travel agency application in the form of tiket.com. The implementation of this research implements a descriptive quantitative method with the data collection technique, namely a questionnaire. Then the sample selection method applies non-probability sampling of the purposive sampling type and 260 respondents are obtained. While the data analysis implements hypothesis testing in the form of SEM-PLS. Based on the test results and analysis conducted, it was found that 1) e-customer satisfaction is positively influenced insignificantly by site organization; 2) e-customer satisfaction is not positively influenced by efficiency; 3) e-customer satisfaction is positively influenced insignificantly by responsiveness; 4) e-customer satisfaction is positively influenced by user friendliness; 5) e-customer satisfaction is positively influenced insignificantly by personal needs; 6) e-customer satisfaction is positively influenced by fulfillment; and 7) e-customer satisfaction is positively influenced by security
The Effect of Social Media Marketing Activities Through Brand Awareness and Brand Image on Brand Loyalty and Emotional Attachment in Traveloka Nadino Rinaldi, Muhammad Adrian Daffa; Heppy Millanyani; Nurvita Trianasari
International Journal of Science, Technology & Management Vol. 5 No. 1 (2024): January 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i1.1061

Abstract

Growth technology Which fast especially development Internet in Indonesia Which give Lots Of convenience for do interaction. See development Internet Which so fast proven with increasing Internet and social media use in Indonesia. The purpose of this research is to determine the influence of social media marketing activities on brand loyalty and emotional attachment and brand equity which includes brand awareness and brand equity mediates the relationship between the two variables. Traveloka is the object of this research is company Which move on field industry tourist. Method study Which used in study This is method quantitative by collecting data through questionnaires that use scales likert. The number of samples taken in this research was 250 respondents. Criteria Which used for respondents covers followers from Instagram Traveloka And Already do transaction minimum 2x. Analysis data use Structural Equation Modeling (SEM) and processed using Smart software PLS-SEM. Keywords: Social Media Marketing Activities, Brand Equity, SEM PLS, E-Tourism
The Effect of E-WOM on Social Media Marketing on Purchase Intention (Case Study: Gallery Vinna) Rizka Utami, Fany; Ariyanti, Maya; Millanyani, Heppy
International Journal of Science, Technology & Management Vol. 5 No. 5 (2024): September 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i5.1166

Abstract

This study aims to determine the effect of social media marketing through online word of mouth on purchase intention on the Tiktok Gallery Vinna platform as the object of research. The research method used is quantitative method, using an online survey by collecting 155 respondents. The data collected was analyzed with Smart PLS software to test the research hypothesis. The results showed that respondents' responses to Tiktok Gallery Vinna's social media received a good response, and respondents felt that the uploaded content could provide interesting and easy-to-understand information. Then, e-WOM has a significant effect on buying interest, and social media has the most influence on buying interest. The results also show that providing the latest information by utilizing social media can expand the network to attract buying interest in consumers. Therefore, this study examines the Tiktok platform which expands knowledge about the factors that influence attitudes and purchase intentions towards consumers through e-WOM, as well as the use of social media that have an impact on consumer purchase intentions. This research provides insight for SMEs who want to improve marketing strategies using social media.
Analysis of Marketing Strategies Using SWOT Matrix and QSPM Methods Salsabila, Fathya Hasya; Millanyani, Heppy; Sagita, Ardio
Adpebi Science Series Vol. 2 No. 1 (2024): 3rd AICMEST 2024
Publisher : ADPEBI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ass.v2i1.422

Abstract

The development of Micro, Small, and Medium Enterprises (MSMEs) in Indonesia is now continuing to increase in quite significant numbers, which makes sellers have to improve their marketing strategies in facing competition, one of which is Sate Asin Pedas Bang Ote which is an MSME in Bandung City which focuses on selling spicy salted satay and experienced unstable sales because it was influenced by marketing strategies that were not optimal and consistent. This research aims to determine the internal and external environmental conditions as well as alternative marketing strategies that Sate Asin Pedas Bang Ote can implement. The research methods used are qualitative methods. Based on the SWOT analysis results, an IFE Matrix with a score of 3.322580645 and an EFE Matrix with a score of 3.526315789 was obtained, showing that the IE matrix position is in quadrant 1. Alternative marketing strategies that can be implemented are increasing sales promotions by participating in events or MSME exhibitions organized by the government or local organizers with a TAS score of 5.269949066.
Co-Authors Adabina Firlyani, Raisa Aherliwan Rudawan, Rikman Alamsah, Deden Burhanudin Alysha Safitri Amalia Djuwita Andrieta Shintia Dewi Anesti Dila Ariyatman Angga Rusdinar Anggar Erdhina Adi Apon, Nathaleo Michel Ardio Sagita Ardy Aprilian Anwar Athallah Naufal, Muhammad Azahra, Tazkia Butar, Fanesa Widya Oktavia Butar Cantika Martianti Damayanti Octavia Eva Nurhazizah Fajar Sidiq Adi Prabowo Fitri Nurlianti Fitri, Fatharani Aghnia Gadis Andari Muslim Galuh Sudarawerti Ghasani Rahman, Navira Harry Sugih Anugrah Ilham Meidarlis Yefri Ilmayanti Nur Suriah Indira Rachmawati Iwut Tritoasmoro, Iwan Khairani Ratnasari Siregar Linahtadiya Andiani M Ningdyah, Anrilia Ema Martha Tri Lestari Maya Ariyanti Monica Esperanza Muhammad Ramadheo Nugraha Mumtaza, Firga Alia Nadino Rinaldi, Muhammad Adrian Daffa Naura Salsabila Nugrahani, Rah Utami Nurvita Trianasari Pramasti, Galuh Sekar Raden Faris Fathin Ramadhan, Aldan Mutia Ratna Juliana Refi Rifaldi Windya Giri Riswanda, Aisyah Zahra Rizka Utami, Fany Rucika Rahmadina Salsabila, Fathya Hasya Santos, Yosefine Gardiella Dos Sri Nurani Puspa Dewi Sri Rustiyanti Sriati Dwiatmini SURYANTI Sutanto, Rava Fachrie Syifa Alifia Tarandhika Tantra Wanda Listiani Yuhana Astuti