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CUSTOMER EXPERIENCE AND TRUST TO REUSE THE “COD-CEK DULU” FEATURE: A STUDY ON SHOPEE E-COMMERCE Zhulqurnain, Mohamad Rijal Iskandar; Raura, Anisa
Jurnal Bisnis dan Keuangan Vol 10 No 1 (2025): Business and Finance Journal
Publisher : Universitas Nahdlatul Ulama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/bfj.v10i1.7118

Abstract

The Cash On Delivery (COD) feature was created to make it easier for consumers to make payments without the need for bank transfers or electronic money. However, the application of the COD payment method raises various problems in the field, not a few buyers feel that the goods they have ordered are not suitable and finally refuse to pay for the ordered goods. But currently Shopee is introducing new innovations through COD - Cek Dulu to solve the problem of the inconvenience of the previous COD payment procedure. This study aims to analyze the effect of customer experience, trust and customer satisfaction on the intention to reuse e-commerce features. This research method uses purposive sampling technique as many as 153 respondents who live in East Java, know the COD - Cek Dulu feature in the Shopee application and have made a purchase transaction at least once on the Shopee application using the COD - Cek Dulu payment method. This research data analysis uses Partial Least Square (PLS). The results of this study indicate that customer experience has a positive and significant effect on customer trust and satisfaction, trust has a positive and significant effect on customer satisfaction. Trust and customer satisfaction have a positive and significant effect on reuse intention.
Strategi Pengembangan Desa Wisata Sebagai Pembangkit Ekonomi Kerakyatan (Studi di Desa Karangrejo Kecamatan Ngasem Kabupaten Kediri) Adinugroho, Mukhtar; Hakiki, Moh. Saiful; Zhulqurnain, Mohamad Rijal Iskandar; Herlambang, Teguh; Yudianto, Firman
Indonesia Berdaya Vol 4, No 4 (2023)
Publisher : UKInstitute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47679/ib.2023596

Abstract

Sumber Mata air Dlopo telah menjadi sumber pemenuhan kebutuhan air bagi masyarakat sekitar selama bertahun–tahun. Menurut DLHKP Kabupaten Kediri ada kemungkinan terjadinya krisis air bersih di sekitar sumber mata air Dlopo. Penelitian ini bertujuan untuk mengetahui 1) Debit air di sumber mata air desa Karangrejo Kecamatan Ngasem Kabupaten Kediri. 2) Kualitas air pada sumber mata air Dlopo Desa Karangrejo Kecamatan Ngasem Kabupaten Kediri. 3) Potensi sumber mata air Dlopo untuk memenuhi Kebutuhan domestik masyarakat Desa Karangrejo. Adapun permasalahan mitra diantaranya: 1) Rendahnya SDM masyarakat dalam pengembangan desa wisata 2) Tata kelola kelembagaan desa wisata yang tidak baik 3) Rendahnya optimalisasi produk lokal (makanan, kerajinan, kesenian) 4) Tidak adanya perencanaan partisipatif dalam pengembangan desa wisata. Adapun solusi yang ditawarkan diantaranya: pertama, peserta pendampingan pengembangan desa wisata Dlopo akan ditingkatkan kapasitas sumber daya manusia-nya melalui pelatihan pemasaran, motivasi berwirausaha, dan kemampuan dalam membuat perencanaan untuk skala pendek, menengah, dan panjang. Kedua, kelembagaan desa wisata harus dibentuk melalui perbaikan kelembagaan dan terbentuknya inisiasi pembentukan BUMDES sebagai payung hukum pengembangan desa wisata. Masyarakat Desa Dusun Dlopo harus diberikan semangat dalam pengembangan desa wisata yang tinggi sehingga dengan adanya perencaaan pengembangan desa wisata tersebut dapat terwujud seperti yang diharapkan oleh masyarakat. Sasaran kegiatan ini adalah pengelola desa wisata Dlopo, perangkat desa Karangrejo dan masyarakat di Dlopo, dalam mengatasi permasalahan tersebut maka metode yang digunakan supaya program dapat berkelanjutan adalah dengan melakukan pelatihan, implementasi, pendampingan, dan jejaringan.
Optimalisasi komunikasi pemasaran digital bagi UMKM di Karangrejo, Kediri Karya, Denis Fidita; Anshori, Mohamad Yusak; Mardhotillah, Rachma Rizqina; Adinugroho, Mukhtar; Zhulqurnain, Mohamad Rijal Iskandar; Khusnah, Hidayatul
Indonesia Berdaya Vol 4, No 4 (2023)
Publisher : UKInstitute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47679/ib.2023622

Abstract

Kediri, salah satu kota di Jawa Timur, memiliki UMKM yang beragam, tetapi juga menghadapi masalah serupa. Pemerintah setempat telah berupaya meningkatkan kinerja UMKM melalui akses keuangan lebih mudah dan promosi produk. Namun, di desa Karangrejo, Kediri, UMKM menghadapi kendala keterbatasan akses keuangan, kurangnya pengetahuan manajemen, dan kurangnya pengembangan bisnis. Untuk mengatasi ini, Tim Pengabdian Masyarakat FEBTD UNUSA membantu dengan pelatihan dan pengembangan strategi, terutama dalam bidang Marketing Communication (MarCom). MarCom adalah alat penting untuk mempromosikan produk UMKM. Ini mencakup branding, komunikasi pemasaran, hubungan pelanggan, promosi langsung, dan konten pemasaran. Dalam dunia digital, MarCom digital menjadi kunci sukses. Ini membantu UMKM menjangkau pasar yang lebih luas, efisien biaya, meningkatkan brand awareness, menargetkan konsumen tepat, dan memungkinkan pengukuran yang akurat. UMKM di Karangrejo, Kediri, memiliki masalah manajemen, kurangnya strategi pemasaran, dan keterbatasan dana. Mereka perlu memperkuat manajemen, mengembangkan strategi pemasaran, mencari sumber dana tambahan, memanfaatkan teknologi, dan melakukan riset pasar yang lebih baik. Dukungan dari pemerintah, sektor swasta, dan masyarakat penting untuk membantu UMKM mengatasi tantangan ini. Melalui upaya bersama, UMKM di Karangrejo dapat tumbuh dan berkontribusi lebih besar terhadap pertumbuhan ekonomi nasional. Abstract: Kediri, a city in East Java, has a variety of MSMEs, but also faces similar problems. The local government has made efforts to improve the performance of MSMEs through easier access to finance and product promotion. However, in Karangrejo village, Kediri, MSMEs face limited financial access, lack of management knowledge, and lack of business development. To overcome this, the FEBTD UNUSA Community Service Team helps with training and strategy development, especially in the field of Marketing Communication (MarCom). MarCom is an important tool for promoting MSME products. This includes branding, marketing communications, customer relations, direct promotion and content marketing. In the digital world, MarCom digital is the key to success. This helps MSMEs reach a wider market, is cost efficient, increases brand awareness, targets the right consumers, and enables accurate measurement. SMEs in Karangrejo, Kediri, have management problems, lack of marketing strategies, and limited funds. They need to strengthen management, develop marketing strategies, seek additional funding sources, utilize technology, and conduct better market research. Support from the government, the private sector and the community is important to help MSMEs overcome this challenge. Through joint efforts, MSMEs in Karangrejo can grow and contribute more to national economic growth.
Maintain Customer Loyalty with Customer Relationship Management Approach: A Study of PT Fast Food Indonesia Tbk Surabaya Division Sevira , Imany Cinta; Agustin , Harisatul; Zhulqurnain, Mohamad Rijal Iskandar
International Journal of Business and Management Technology in Society Vol. 3 No. 1: June 2025
Publisher : Direktorat Riset dan Pengabdian Kepada Masyarakat, Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j30254256.v3i1.7857

Abstract

Purpose – This study seeks to examine the application of Customer Relationship Management (CRM) strategies by PT Fast Food Indonesia Tbk (KFC) in sustaining customer loyalty within a highly competitive food and beverage industry, particularly in light of KFC's leading market position accompanied by a declining revenue trend in 2024 relative to McDonald’s. Methodology – Employing a qualitative case study design, the research was conducted across seven KFC outlets in Surabaya from May to June 2025. Data collection involved semi-structured interviews and systematic observations with internal stakeholders (managers and cashiers) and external stakeholders (customers) directly involved in CRM implementation. Triangulation was utilized to enhance the validity and depth of data interpretation through the integration of diverse information sources. Findings – The investigation revealed the current practices of CRM implementation at PT Fast Food Indonesia Tbk, identifying both facilitating and constraining factors influencing its effectiveness in fostering customer loyalty amid intense industry competition. Practical implications – These findings provide critical insights for management at PT Fast Food Indonesia Tbk and comparable organizations to refine their CRM approaches, thereby improving customer engagement and competitive advantage. Social implications – Improved CRM strategies contribute to enhanced customer satisfaction and loyalty, ultimately benefiting the broader community by addressing consumer needs more effectively.