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All Journal jurnal syntax admiration Enrichment: Journal of Multidisciplinary Research and Development Global Leadership Organizational Research in Management
Robby Tanod Mamusung
Politeknik Negeri Manado, Indonesia
Aerospace Engineering Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences

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Pelatihan Digital Marketing Pelaku Usaha Kecil Jemaat Gmim Kharisma Buha Kecamatan Mapanget Robby Tanod Mamusung; Willem Gilbert Pomantow
Jurnal Syntax Admiration Vol. 6 No. 1 (2025): Jurnal Syntax Admiration
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jsa.v6i1.2097

Abstract

The Digital Marketing Training for small business actors in GMIM Kharisma Buha, Mapanget District, aims to enhance marketing technology understanding among local entrepreneurs. This study identifies that many small business owners have not maximized their utilization of digital technology following the COVID-19 pandemic. Through this training, participants were introduced to the use of social media platforms like Instagram and Google Maps to promote their products. The training results indicate a significant improvement in digital skills, enabling business actors to enhance their visibility and product sales. This program is expected to continue supporting the development of SMEs in the area..
Building Customer Loyalty Through Polimart Customer Satisfaction At Manado State Polytechnic Robby Tanod Mamusung; Cindy Sandra Lumingkewas
Enrichment: Journal of Multidisciplinary Research and Development Vol. 2 No. 9 (2024): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v2i9.229

Abstract

This study aims to test and explain the effect of customer satisfaction on customer loyalty. The research sample consisted of 100 respondents who were Polimart customers at the Manado State Polytechnic, with a sampling technique using the accidental sampling method. The data collected was analyzed through a series of statistical tests, including instrument validity and reliability tests, linearity tests, simple regression analysis, and hypothesis tests (t-tests). The results of the analysis show that customer satisfaction has an insignificant negative influence on customer loyalty. This indicates that while customer satisfaction is important, other factors may be more dominant in influencing customer loyalty. These findings provide insight that the relationship between satisfaction and loyalty is not always linear or direct, especially in the context of Polimart. This research suggests that Polimart re-evaluate the factors that can increase customer loyalty more effectively. For example, paying attention to aspects of the overall customer experience, offering attractive loyalty programs, or creating a strong emotional connection between customers and brands. Thus, managers can design more comprehensive marketing strategies to increase customer loyalty, regardless of the level of satisfaction felt. These findings also open up further research opportunities to explore other factors that may be more significant in influencing customer loyalty in educational retail environments such as Polimart.
Implikasi Omotenashi terhadap Beban Kerja Emosional Karyawan Restoran Hotel Ranpu Jepang Theresia Monika Yanwarin; Cysca A. J. Langi; Alfian Ranny Poluan; Diana Roweina S. Maramis; Robby Tanod Mamusung; Willem G. Pomantow
Global Leadership Organizational Research in Management Vol. 4 No. 4 (2026): Global Leadership Organizational Research in Management
Publisher : STIKes Ibnu Sina Ajibarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59841/glory.v4i4.4071

Abstract

This study analyzes the implications of implementing the Japanese hospitality culture known as Omotenashi on the emotional labor of restaurant staff at Ooedo Onsen Monogatari Hotel Ranpu, Japan. Omotenashi emphasizes sincerity, respect, attentiveness, anticipation of guest needs, and consistency in service delivery. This study employs a qualitative descriptive approach, with data collected through observations and interviews with six informants: one hotel manager, three Japanese restaurant staff members, and two Indonesian restaurant staff members. Data were analyzed using the Miles and Huberman model, including data reduction, data display, and conclusion drawing. The findings indicate that Omotenashi is integral to restaurant service and requires employees to maintain friendliness, patience, positive expressions, and professionalism despite fatigue, heavy workloads, or guest complaints. Emotional labor is manifested through surface acting and deep acting. Surface acting occurs when employees’ actual emotions differ from the expressions required by service standards, while deep acting involves actively aligning emotions with service expectations. Continuous implementation of Omotenashi may increase mental pressure and emotional exhaustion. However, internalizing its values can facilitate employee adaptation and natural service delivery. Therefore, balancing service standards with employee emotional well-being is essential for sustainable implementation.
Co-Authors Alfian R. Poluan Cindy Sandra Lumingkewas Cysca A. J. Langi Diana Roweina S. Maramis Theresia Monika Yanwarin Willem G. Pomantow Willem Gilbert Pomantow