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All Journal Journal of Management Studies and Development
Heryanto, Dhany
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Mapping Brand Equity and Service Quality Perceptions : A Comparative Study of National Private Banks in Indonesia Heriana, Ferra; Sibarani, Mentiana; Silitonga, Roland Y.H.; Heryanto, Dhany
Journal of Management Studies and Development Vol. 2 No. 03 (2023): Journal of Management Studies and Development
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/jmsd.v2i03.356

Abstract

This study aims to create a map of brand equity and service quality perceptions of Bank C relative to four other banks in Indonesia, namely Bank KBMI Category 3. Customer perception maps were constructed by asking customers to provide overall similarity ratings for Brand Equity and Service Quality pairs on a metric scale. The study included Bank A, Bank B, Bank C, Bank D, and Bank E customers in Indonesia. One hundred eight respondents were sampled using the Exploratory Factor Analysis (EFA) method, which groups many variables into several factors with similar characteristics. Additionally, the Multidimensional Scaling (MDS) method was used, a data analysis technique used to explore the data structure based on similarities or dissimilarities. Based on the analysis results, it was found that according to the perceptions of Bank C customers, the bank scored low in the Reliability factor. At the same time, Bank B had the lowest scores in Brand Loyalty and Brand Awareness factors. This indicates that the strengths of both banks lie in these factors. Subsequently, Bank A, Bank E, and Bank D followed in sequential order.
The Influence of ISO 9001: 2015 Quality Management System Implementation on Marketing Performance at PT Timah Tbk Wiyono; Silitonga, Roland Y. H.; Heryanto, Dhany
Journal of Management Studies and Development Vol. 4 No. 01 (2025): Journal of Management Studies and Development
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/jmsd.v4i01.770

Abstract

This study evaluates how implementing the ISO 9001:2015 Quality Management System affects marketing performance and product quality at PT Timah Tbk. The company faced production fluctuations in 2023, leading to a sharp revenue decline and significant losses. Using a quantitative descriptive approach with a survey method, the research analyzes data from employees and management. The findings show that ISO 9001:2015 implementation positively impacts product quality (path coefficient = 0.9867) and quality management (path coefficient = 0.9036). The R-Square value indicates that ISO 9001:2015 explains 81.64% of product quality improvements, while product quality accounts for 97.38% of marketing performance changes. These results suggest that effective quality management through ISO 9001:2015 enhances marketing efficiency and strengthens customer trust, helping the company navigate competition in the tin industry.
Co-Authors Heriana, Ferra Roland Y.H. Silitonga Sibarani, Mentiana Silitonga, Roland Y. H. Wiyono