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All Journal JURNAL MANAJEMEN PENDIDIKAN Interdisciplinary Social Studies Ekobisman : Jurnal Ekonomi Bisnis Manajemen
Miranda W, Agustinus
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Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Mathematics Public Health Social Sciences Other

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PENGARUH PRODUCT QUALITY DAN SERVICE QUALITY TERHADAP KEPUASAN SERTA DAMPAK PADA LOYALITAS PELANGGAN (STUDI EMPIRIK MITRA 10 DEPOK, CIBUBUR DAN BOGOR) Reagan Tambunan, Frans; Thalib, Supriadi; Miranda W, Agustinus
EKOBISMAN : JURNAL EKONOMI BISNIS MANAJEMEN Vol 6 No 3 (2022): APRIL
Publisher : SEKOLAH PASCASARJANA PRESS

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

Abstract

The purpose of this study is to analyze the influence product quality and service quality on Satisfaction and impact of customer loyalty (empirical study of Mitra 10 Depok, Cibubur Dan Bogor). This research uses non probability sampling by method purposive sampling against 330 respondents conducted on product quality and service quality on satisfaction and impact of customer loyalty (empirical study of Mitra 10 Depok, Cibubur Dan Bogor). This research uses analytical methods Structural Equation Modeling. The findings of this study indicate that (1) product quality influential significant against customer satisfaction (2) service quality influential significant against customer satisfaction (3) customer satisfaction influential significant against customer loyalty (4) product quality influential significant against customer loyalty (5) service quality influential significant against customer loyalty. For indirect influence produce findings that (6) product quality influential significant against customer loyalty through customer satisfaction (7) service quality influential significant against customer loyalty through customer satisfaction.
The Influence Of Competitive Strategy, Service Expectation, And Service Quality On Competitive Advantage Mediated By Customer Satisfaction at Pt Asuransi Tugu Pratama Indonesia Tbk Febrizal, Febrizal; Miranda W, Agustinus; Rachbini, Widarto
Interdisciplinary Social Studies Vol. 4 No. 4 (2025): Regular Issue: July-September 2025
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v4i4.920

Abstract

This study aims to determine the Influence of Competitive Strategy, Service Expectation and Service Quality on Competitive Advantage Mediated by Customer Satisfaction. The sample used was all customers of PT Asuransi Tugu Pratama Indonesia Tbk amounting to 240 respondents. The research method used in this study is a mixed method or quantitative method and qualitative method. The technique used is proportional sampling with the help of the SEM (Structural Equation Modeling) program application operated through SmartPLS 3.0 Software. The results of this study indicate that: 1) Competitive Strategy has a positive and significant effect on Competitive Advantage. Innovation that is difficult for competitors to imitate is a key element in strengthening the company's position in the insurance market. 2) Service Expectation has a positive and significant effect on Competitive Advantage. Meeting customer service expectations has been shown to increase the company's competitiveness. 3) Service Quality has a positive and significant effect on Competitive Advantage. Customer trust in employee competence plays an important role in creating competitive advantage. 4) Customer Satisfaction has a positive and significant effect on Competitive Advantage and mediates the relationship between Competitive Strategy, Service Expectation, and Service Quality on Competitive Advantage. 5) Competitive Strategy has a positive and significant effect on Customer Satisfaction. Innovation and personalization-based strategies have been shown to increase customer satisfaction. 6) Service Expectation and Service Quality have a positive and significant effect on Customer Satisfaction. Consistent and customer-expected service is a major factor in building customer satisfaction. 7) Customer Satisfaction mediates the relationship between Competitive Strategy, Service Expectation, and Service Quality on Competitive Advantage, emphasizing the importance of focusing on customer experience. 8) Based on the SWOT and EFAS/IFAS analysis, the company's strategy that emphasizes innovation, technology-based services, and product uniqueness has succeeded in taking advantage of market opportunities while overcoming weaknesses, ensuring sustainable competitiveness.
Membangun Strategi Keunggulan Bersaing Pada Perusahaan X Hanif Furqon Abdurrahman; Zulkifli; Miranda W, Agustinus
EKOBISMAN : JURNAL EKONOMI BISNIS MANAJEMEN Vol. 10 No. 1 (2025): AGUSTUS
Publisher : SEKOLAH PASCASARJANA PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35814/bvhzn251

Abstract

The focus of this thesis is how a company makes strategic planning for a trading business, with the object of research being Company X's business which is classified as a small-medium business in order to develop and maintain competitive advantage in times of disruption or changing conditions through designing the right strategy. This research is a qualitative research with a problem approach through descriptive analysis, regarding Building a Competitive Advantage Strategy in Company X 2023 – 2028. The sampling technique used purposive with Forum Group Discussion followed by qualitative analysis using TOWS, IFE, EFE, CPM and QSPM. The research results obtained are an alternative strategy "Market expansion through various online media" to be the main strategy of company X by improving various systems in the company.
PENGARUH PRODUCT QUALITY DAN SERVICE QUALITY TERHADAP KEPUASAN SERTA DAMPAK PADA LOYALITAS PELANGGAN (STUDI EMPIRIK MITRA 10 DEPOK, CIBUBUR DAN BOGOR) Reagan Tambunan, Frans; Thalib, Supriadi; Miranda W, Agustinus
EKOBISMAN : JURNAL EKONOMI BISNIS MANAJEMEN Vol. 6 No. 3 (2022): APRIL
Publisher : SEKOLAH PASCASARJANA PRESS

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

Abstract

The purpose of this study is to analyze the influence product quality and service quality on Satisfaction and impact of customer loyalty (empirical study of Mitra 10 Depok, Cibubur Dan Bogor). This research uses non probability sampling by method purposive sampling against 330 respondents conducted on product quality and service quality on satisfaction and impact of customer loyalty (empirical study of Mitra 10 Depok, Cibubur Dan Bogor). This research uses analytical methods Structural Equation Modeling. The findings of this study indicate that (1) product quality influential significant against customer satisfaction (2) service quality influential significant against customer satisfaction (3) customer satisfaction influential significant against customer loyalty (4) product quality influential significant against customer loyalty (5) service quality influential significant against customer loyalty. For indirect influence produce findings that (6) product quality influential significant against customer loyalty through customer satisfaction (7) service quality influential significant against customer loyalty through customer satisfaction.
Perencanaan Strategi Bisnis Apotek Dhiyah Farma Kota Jayapura Angelica, Wenny; Derriawan, Derriawan; Miranda W, Agustinus
JURNAL MANAJEMEN PENDIDIKAN Vol 13, No 2 (2025): Jurnal Manajemen Pendidikan
Publisher : Universitas Pakuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33751/jmp.v13i2.12804

Abstract

Penelitian ini bertujuan untuk merumuskan strategi bisnis yang tepat bagi Apotek Dhiyah Farma yang berlokasi di Distrik Heram, Kota Jayapura, dalam rangka meningkatkan daya saing dan keberlanjutan usaha di tengah dinamika industri farmasi yang semakin kompetitif. Pendekatan yang digunakan dalam penelitian ini adalah pendekatan deskriptif kualitatif dengan memanfaatkan berbagai alat analisis strategis, seperti analisis lingkungan internal dan eksternal (IFE-EFE), Competitive Profile Matrix (CPM), analisis SWOT/TOWS, dan Quantitative Strategic Planning Matrix (QSPM). Hasil analisis menunjukkan bahwa Apotek Dhiyah Farma memiliki beberapa kekuatan seperti lokasi strategis, kepercayaan pelanggan, dan kelengkapan layanan, serta menghadapi peluang dari peningkatan kesadaran masyarakat akan kesehatan dan potensi kerja sama dengan layanan digital. Di sisi lain, kelemahan yang ditemukan meliputi keterbatasan sistem digitalisasi dan tata ruang, serta ancaman dari persaingan apotek modern dan platform online. Berdasarkan analisis QSPM, strategi prioritas yang dipilih meliputi digitalisasi sistem manajemen stok dan transaksi, serta renovasi dan penataan ulang display produk untuk meningkatkan kenyamanan pelanggan. Penelitian ini memberikan arahan strategis jangka pendek dan jangka panjang yang dapat diterapkan oleh manajemen Apotek Dhiyah Farma dalam mengembangkan bisnis secara berkelanjutan dan adaptif terhadap perubahan lingkungan bisnis. Strategi yang dihasilkan diharapkan mampu meningkatkan keunggulan bersaing dan memperkuat posisi apotek di pasar lokal.
Co-Authors Angelica, Wenny Derriawan Derriawan, Derriawan Febrizal Ujang Hanif Furqon Abdurrahman Reagan Tambunan, Frans Thalib, Supriadi Zulkifli