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All Journal MANAJEMEN DEWANTARA Jurnal Bisnis Dan Kajian Strategi Manajemen Bussman Journal : Indonesian Journal of Business and Management
Sherlen, Sherlen
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Economics, Econometrics & Finance

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ANALISIS PENERAPAN MANAJEMEN HUBUNGAN PELANGGAN PADA UMKM ALMIRA’S CAKE DIKOTA BATAM Hasan, Golan; Indah, Indah; Sherlen, Sherlen; Tan, Selina; Ardianata, Kristi; Frenky, Frenky; Rooney, Rooney; Derry, Derry
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.v5i2.390

Abstract

Micro, Small and Medium Enterprises (MSMEs) have an important role in driving national economic growth, including in Batam City, which is showing rapid development in the food and beverage sector. Almira's Cake, as one of the local MSMEs engaged in home cake production, shows great potential in attracting and retaining consumers. However, relationships with customers are still built conventionally without a structured Customer Relationship Management (CRM) system. This research aims to analyze the extent of CRM implementation at Almira's Cake and evaluate opportunities for developing a more effective CRM strategy. The research method used is descriptive qualitative with data collection techniques in the form of interviews, observations, and literature studies. The results of this study are expected to provide a deeper understanding of the importance of CRM in increasing customer loyalty and competitiveness of MSMEs in the midst of a competitive market.
THE INFLUENCE OF SOCIAL INTERACTION ON IMPULSIVE BUYING THROUGH HEDONIC AND UTILITARIAN VALUES IN LIVE STREAMING SHOPPING Lady; Sherlen, Sherlen; Cuandra, Fendy
MANAJEMEN DEWANTARA Vol 10 No 1 (2026): MANAJEMEN DEWANTARA
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/md.v10i1.21524

Abstract

This study investigates how social interaction affects impulsive buying urges in live streaming shopping, with hedonic and utilitarian values serving as mediating variables. The forms of social interaction analyzed include parasocial interaction with streamers and co-viewers, as well as local and social presence. A quantitative research design was applied using a survey method involving 350 active live streaming shoppers in Batam City. Data were processed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results of this study show that every form of social interaction analyzed, including interaction with streamers, interaction with co-viewers, local presence, and social presence of viewers, significantly strengthens both utilitarian value and hedonic value perceived by consumers. Furthermore, utilitarian value and hedonic value each demonstrate a significant negative effect on the urge to buy impulsively, meaning that when consumers perceive stronger functional benefits or pleasurable experiences, their tendency to make sudden and spontaneous purchases actually becomes lower during live streaming shopping. In addition, gender is proven to significantly influence the strength of these relationships, while prior purchase experience does not show a meaningful moderating effect.
Optimalisasi Saluran Promosi Digital pada Coffee Shop Lokal: Studi Kasus Coffeegram Lady, Lady; Sherlen, Sherlen; Fasha, Andina
Jurnal Bisnis Dan Kajian Strategi Manajemen Vol 10, No 1 (2026): Jurnal Bisnis Dan Kajian Strategi Manajemen
Publisher : universitas teuku umar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35308/jbksm.v10i1.14625

Abstract

Penelitian ini bertujuan untuk mengoptimalkan saluran promosi digital pada Coffeegram, sebuah UMKM kuliner di Batam, guna meningkatkan visibilitas dan loyalitas pelanggan. Permasalahan utama yang diidentifikasi adalah belum optimalnya pemanfaatan media digital dalam menjangkau pasar baru dan membangun hubungan berkelanjutan dengan konsumen. Penelitian ini menggunakan metode kualitatif dan kuantitatif melalui empat tahapan: persiapan, perancangan, implementasi, dan penilaian. Hasil penelitian menunjukkan bahwa implementasi ekosistem digital terintegrasi memberikan dampak signifikan terhadap jangkauan pasar. Penggunaan Instagram Story Ads berhasil menjangkau 70,7% akun non-pengikut dari total jangkauan. Selain itu, platform TikTok berhasil menarik 745 audiens baru melalui konten interaktif dalam periode satu bulan. Pada aspek retensi, program loyalitas kartu stamp mendapatkan respons positif dari pelanggan dan dinilai efektif sebagai instrumen pendorong kunjungan ulang. Integrasi kanal pendukung seperti WhatsApp Business, GoFood, dan Google Maps turut memperkuat kredibilitas dan aksesibilitas layanan. Penelitian ini menyimpulkan bahwa strategi pemasaran digital yang terstruktur dan terpadu merupakan fondasi krusial bagi keberlanjutan dan daya saing UMKM lokal di industri kuliner.
Co-Authors Andina Fasha, Andina Ardianata, Kristi Cuandra, Fendy Derry Derry Frenky, Frenky Golan Hasan, Golan Indah Indah Lady Lady, Lady Rooney, Rooney Tan, Selina