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All Journal Praxis : Jurnal Sains, Teknologi, Masyarakat dan Jejaring Jurnal Ekonomi, Manajemen Akuntansi dan Perpajakan (Jemap) E-Prosiding Seminar Nasional Manajemen dan Akuntansi STIE Semarang (SENMAS)
Prabowo, Theresya Amelia
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A Blueprinting Approach to Service Innovation in Fancy Restaurant Prabowo, Theresya Amelia; Tarigan, Liyandri Rasbina
Praxis : Jurnal Sains, Teknologi, Masyarakat dan Jejaring Vol 7, No 1 (2024)
Publisher : Soegijapranata Catholic University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24167/praxis.v7i1.12669

Abstract

This research focuses on operational efficiency and the importance of service blueprint in reducing the number of complaints and enhancing customer satisfaction. The research method employed is qualitative with a descriptive approach, involving ten consumers from a fancy restaurant in South Jakarta. The results indicate that there is a gap between the service received and the existing standard operating procedures (SOP). Several fail points within the service blueprint that need improvement were also identified. Furthermore, the study finds that by enhancing the elements within the service blueprint, the company can significantly increase customer satisfaction and reduce the number of customer complaints. The implications of this research provide guidance for luxury restaurants in designing services that are more responsive and customer-centric, thereby creating a competitive advantage in the market.
Literatur Review : CRM Berujung pada Loyalitas Konsumen atau Kekecewaan Prabowo, Theresya Amelia; Tarigan, Liyandri Rasbina
E-Prosiding Seminar Nasional Manajemen dan Akuntansi STIE Semarang (SNMAS) Vol 4 No 1 (2024): Entrepeneurship and Creative Economy In The Digital Era
Publisher : STIE Semarang

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

Abstract

Customer Relationship Management (CRM) has become an inseparable part of business processes. Without CRM, businesses cannot operate effectively. CRM is used to manage all interactions between companies and current and potential customers. Out of six research articles on CRM, five indicate a significant relationship between CRM and customer loyalty as well as the competitive advantage of companies, while the other article states that CRM does not have a significant relationship with the competitive advantage of companies. The method used in this research is a literature review from various electronic databases. This study is based on a review of various clinical articles and research published between 2011 and 2020. The results show that CRM has a significant impact on customer loyalty, but there is also a downside to CRM, namely the sense of injustice that can occur if the CRM programs implemented by the company are not properly targeted.
Mediasi Impulsivitas Dalam Pengaruh Keterampilan, Literasi Keuangan Digital Dan Otonomi Terhadap Kesejahteraan Keuangan Tarigan, Liyandri Rasbina; Prabowo, Theresya Amelia
JEMAP Vol 8, No 1: April 2025
Publisher : Universitas Katolik Soegijapranata, Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24167/jemap.v8i1.11335

Abstract

This study aims to determine the effects of Skills on Financial Well-Being, Digital Financial Literacy on Financial Well-Being, Autonomy on Financial Well-Being, and Impulsivity on Financial Well-Being. It also aims to determine the role of Impulsivity in mediating the effects of Skills, Digital Financial Literacy, and Autonomy on Financial Well-Being. The population of this study is all people who have a fixed income or business activities that let them manage their finances on their own. In this study, the Structural Equation Modeling (SEM) method with an intervening relationship was used for data analysis. The data analysis tools were provided by the AMOS software version 26.  The findings of the analysis were as follows: Skills have an impact on financial well-being; Digital Financial Literacy has an impact on financial well-being; Autonomy has an impact on financial well-being; Impulsivity has an impact on financial well-being; Impulsivity can mediate the impact of Digital Financial Literacy on financial well-being; and Impulsivity can mediate the impact of Autonomy on financial well-being. The study's conclusions highlight how crucial it is to control impulsive behavior in order to optimize the advantages of skills, financial literacy, and autonomy. This provides useful advice for people, educators, and policymakers in promoting financial resilience
Co-Authors Liyandri Rasbina Tarigan