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All Journal PROFIT : Jurnal Administrasi Bisnis Cakrawala Indonesia Bussman Journal : Indonesian Journal of Business and Management
Waty, Indah
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Economics, Econometrics & Finance Languange, Linguistic, Communication & Media

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CUSTOMER RELATIONSHIP MANEGEMENT SEBAGAI STRATEGI RELASIONAL UMKM: STUDI KASUS PADA CAFE ABANG Hasan, Golan; Kavitan, Vebbie; Waty, Indah; Steven, Steven; Gautama, Jocky; Jesslieca, Jesslieca
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.371

Abstract

This study aims to describe the implementation of customer relationship management in the culinary-based SME Cafe Abang and evaluate its influence on service quality, customer satisfaction, and customer loyalty. The research applies a qualitative descriptive approach through field observation and in-depth interviews with the business owner. The findings indicate that Cafe Abang intuitively applies CRM through personalized service, a comfortable atmosphere, and consistent communication. Customers respond to this approach with emotional satisfaction and demonstrate loyalty through repeat visits and word-of-mouth recommendations. Service quality emerges as a key element in fostering sustainable relationships, even without formal digital systems. Experience-based CRM practices are proven effective in generating customer loyalty in the context of Small and Medium Enterprises (SMEs). This study confirms that relational strategies focusing on emotional closeness and service consistency can shape loyalty without relying on advanced technology.
Pengaruh Penggunaan Aplikasi iSpiring terhadap Penilaian Hasil Belajar Mata Pelajaran Bahasa Indonesia Berbasis Kewirausahaan di Sekolah Hakim, Roni; lalla, Hendrik; Yusuf M, A. Yusdarwati; waty, Indah
Cakrawala Indonesia Vol 10 No 2 (2025): Nopember-April
Publisher : Program Studi Pendidikan Bahasa Indonesia, Fakultas Keguruan dan Ilmu Pendidikan, Universitas Muhammadiyah Sidenreng Rappang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55678/jci.v10i2.2350

Abstract

A B S T R A K Penelitian ini bertujuan untuk menganalisis pengaruh penggunaan aplikasi iSpring terhadap penilaian hasil belajar mata pelajaran Bahasa Indonesia berbasis kewirausahaan. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan eksperimen semu, melibatkan siswa kelas X di salah satu sekolah menengah atas. Data dikumpulkan melalui tes hasil belajar dan angket persepsi siswa terhadap penggunaan aplikasi iSpring. Hasil penelitian menunjukkan bahwa penggunaan aplikasi iSpring secara signifikan meningkatkan hasil penilaian belajar siswa dalam mata pelajaran Bahasa Indonesia berbasis kewirausahaan. Temuan ini menegaskan bahwa integrasi teknologi pembelajaran berbasis aplikasi iSpring dapat menjadi solusi efektif dalam meningkatkan kompetensi dan motivasi belajar siswa, serta memperkaya metode asesmen dalam konteks pembelajaran kewirausahaan berbasis bahasa. Implikasi dari penelitian ini diharapkan dapat memberikan kontribusi bagi pengembangan pembelajaran berbasis teknologi di era digital.
Analysis of Factors Influencing Purchase Intention of Local Skincare Products: Mediated by Brand Awareness Qadri, Rizni Aulia; Waty, Indah; Purwianti, Lily
Profit: Jurnal Adminsitrasi Bisnis Vol. 20 No. 1 (2026): Profit: Jurnal Administrasi Bisnis
Publisher : FIA UB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.profit.2026.020.01.10

Abstract

Indonesia’s skincare market is expanding quickly, yet ongoing concerns about overstated claims continue to threaten consumer trust and the effectiveness of digital persuasion. Using the Stimulus–Organism–Response (S–O–R) framework, this study examines how influencer credibility, trustworthiness, and attractiveness, along with online customer reviews, influence purchase intention, while positioning brand awareness as a mediator. The research adopted a quantitative, causal-comparative approach with non-probability, judgmental sampling. Data were gathered from 366 residents of Batam City who had purchased, or planned to purchase, local skincare products after encountering influencer content and online reviews between December 2024 and March 2025. Analysis was conducted using SEM-PLS in SmartPLS 4.0. Findings show that all stimulus variables significantly and positively enhance brand awareness, with online customer reviews emerging as the strongest driver of this effect. Brand awareness has a significant positive influence on purchase intention and fully mediates the relationships between each stimulus factor and purchase intention. The results highlight brand awareness as a key cognitive pathway that translates digital marketing inputs into consumer intent to purchase. In practice, local skincare firms should collaborate with credible influencers and strategically cultivate genuine reviews to enhance long-term brand awareness and mitigate skepticism associated with overclaiming.
Co-Authors Gautama, Jocky Golan Hasan, Golan Hakim, Roni Jesslieca, Jesslieca Kavitan, Vebbie lalla, Hendrik Lily Purwianti Qadri, Rizni Aulia Steven Steven Yusuf M, A. Yusdarwati