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p-Index From 2021 - 2026
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All Journal Multifinance Toplama
Muhammad Dadi Priadi
Universitas Sangga Buana YPKP
Humanities Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Social Sciences

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THE ROLE OF TRAINING AND DEVELOPMENT OF GEN-Z EMPLOYEES IN IMPROVING SERVICE QUALITY AT PT JRX POOL & CAFÉ BANDUNG CITY Muhammad Dadi Priadi; Inka Hermando Batubara; Hersusetiyati Hersusetiyati; Nurhaeni Sikki; Livy Putrikita Gemellia
Multifinance Vol. 3 No. 2 (2025): Multifinance
Publisher : PT. Altin Riset Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61397/mfc.v3i2.437

Abstract

This study aims to analyze the role of training and development of Gen-Z employees in improving service quality at PT JRX Pool & Café. Employee training and development is a key factor in improving skills, work efficiency, and professionalism, especially for Gen-Z employees who have unique characteristics in the world of work. This research uses descriptive qualitative methods with data collection techniques through observation, interviews, and documentation. The results show that training at PT JRX Pool & Café is still limited, with only one implementation in the last three years, as well as retraining which is still in the planning stage. In addition, cross-functional training and creativity programs have not been formally implemented, although there are informal initiatives in some departments. In terms of development, the study found that performance evaluations are conducted regularly through self-assessment and supervisor appraisals. However, there are still challenges in work discipline, absenteeism, and employee initiative in contributing to service innovation. The service quality of Gen-Z employees at PT JRX Pool & Café is considered quite good, but there are still some obstacles in the aspects of reliability, responsiveness, and empathy towards customers. The conclusion of this study confirms that more structured and continuous training and development is urgently needed to improve service quality and customer satisfaction. Companies need to improve training methods to better suit Gen-Z characteristics, including technology-based approaches, real case simulations, and continuous evaluation to ensure service standards remain optimal.
LEVERAGING TIKTOK FOR MARKETING COMMUNICATION: THE STRATEGY OF @SEGUD.OFFICIAL AMONG INDONESIAN MSMEs Witri Cahyati; Widyapuri Prasastiningtyas; Yogas Citra Naufal; Muhammad Dadi Priadi; Dwi Kurniawan
TOPLAMA Vol. 4 No. 1 (2026): TOPLAMA
Publisher : PT Altin Riset Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61397/tla.v4i1.641

Abstract

This study examines how a micro, small, and medium enterprise (MSME), @segud.official, uses TikTok as a marketing communication environment and how content creativity, audience interaction, and platform analytics are combined in everyday practice. The study adopts a qualitative case-study design with descriptive analysis of platform performance indicators, content observation, semi-structured interviews, and a small audience survey. The observation covered the @segud.official TikTok account from 1 to 28 May 2025. The reported account metrics show growth in followers from 2,120 to 3,540, average views per video from 1,850 to 3,210, engagement rate from 4.2% to 7.8%, TikTok-attributed product sales from 120 to 298 units, and a reported 28% reduction in customer acquisition cost. Content analysis indicates three recurring strategic mechanisms: short-form audiovisual content linked to trends, responsive two-way interaction, and iterative use of analytics to adjust content timing and themes. Local cultural storytelling also appears as a mechanism for making product narratives more distinctive and relatable. Rather than treating the observed changes as causal evidence, the study interprets them as descriptive patterns within a bounded single case. The study contributes a context-sensitive framework for MSME TikTok marketing in which creative content, relational interaction, and data-informed adaptation operate as mutually reinforcing practices. The findings extend social media marketing research by connecting platform-specific affordances with the resource constraints and adaptive capabilities of Indonesian MSMEs.
Co-Authors Dwi Kurniawan Hersusetiyati Hersusetiyati Inka Hermando Batubara Livy Putrikita Gemellia Nurhaeni Sikki Widyapuri Prasastiningtyas Witri Cahyati Yogas Citra Naufal