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All Journal Jurnal Manajemen Bisnis Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Jurnal Bisnis dan Manajemen Jurnal Pariwisata JMS : Jurnal Manajemen Sinergi JURISMA: Jurnal Riset Bisnis & Manajemen Dinasti International Journal of Education Management and Social Science Jurnal Riset Bisnis dan Manajemen Jurnal Manajemen Dinasti International Journal of Digital Business Management Jurnal Pengabdian kepada Masyarakat Nusantara International Journal of Environmental, Sustainability, and Social Science Ilomata International Journal of Management Jurnal Sains Manajemen Akuntansi dan Humaniora: Jurnal Pengabdian Masyarakat Indonesian Journal of Society Development (IJSD) JPNM : Jurnal Pustaka Nusantara Multidisiplin Manis : Jurnal Manajemen dan Bisnis Jurnal Medika: Medika Journal of Sustainable Economic and Business Jurnal Ilmiah Manajemen dan Akuntansi
Aldina Shiratina
Universitas Mercu Buana
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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CUSTOMER CITIZENSHIP BEHAVIOR ON BUSINESS PERFORMANCE: ARTIFICIAL INTELLIGENCE AS MODERATION IN SMES Utama, Andyan; Shiratina, Aldina; Marlapa, Eri; Ali, Anees
Jurnal Riset Bisnis dan Manajemen Vol. 18 No. 1 (2025): February Edition
Publisher : Faculty of Economic and Business, University of Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jrbm.v18i1.17383

Abstract

The purpose of this study is to analyze the influence of Customer Experience (CE) and Brand Commitment (BC) on Business Performance (BP) and to examine the mediating role of Customer Citizenship Behavior (CCB). The study also aims to evaluate the moderating role of Artificial Intelligence (AI) in the relationship between CE and BC with BP. This research employs a quantitative approach with a survey design. The sample consists of 150 MSMEs in Tasikmalaya City, analyzed using SEM-SmartPLS4. The findings reveal that CE and BC have a positive and significant effect on CCB and BP. Additionally, CCB has a positive and significant impact on BP and mediates the influence of CE and BC on BP. However, AI does not moderate the relationships between CE and BP or BC and BP.
Analysis of the Decision to Use Jastip (Personal Shopper) through Trust as a Mediating Variable Brahmana, Selvina Tawanta; Shiratina, Aldina
Journal of Sustainable Economic and Business Vol. 1 No. 4 (2024): Journal of Sustainable Economic and Business (JOSEB)
Publisher : ARE Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70550/joseb.v1i4.34

Abstract

Objectives: In the digital era, the phenomenon of "jastip" or personal shopping has become a popular choice for online shopping. However, consumer trust in this service is often disrupted by cases of fraud, which in turn affects users' decisions. Methodology: The population of this study consists of users of Jastip (Package Delivery Service) in the Jabodetabek area. The data collection method used is purposive sampling with a total of 240 respondents. Data analysis was performed using SEM-PLS. Conclusion: The results show that Reputation and Service Quality have a positive and significant effect on Trust, while Social Media Marketing has a positive but insignificant effect on Trust, and Trust has a positive and significant effect on the Decision to Use
Key Factors Affecting Customer Citizenship Behavior in Small and Medium-sized Enterprises Shiratina, Aldina; Utama, Andyan Pradipta; Ali, Anees Janee
Jurnal Manajemen Bisnis Vol. 16 No. 1: March 2025
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/mb.v16i1.23342

Abstract

Research aims: This research aims to analyze how customer satisfaction and costumer citizenship behavior (CCB) are impacted by price justice and product quality. Design/Methodology/Approach: A quantitative methodology was employed utilizing survey data from patrons at several rest stops along the Cipali Toll Road. To examine the relationship between variables, structural equation modeling was utilized. The research population consists of customers who utilized the Cipali Toll rest area facilities at least occasionally over the past year. The research sample was selected using a judgmental sampling method as an element of non-probability sampling according to the target population. Research findings: The study findings indicate that CCB and customer satisfaction are positively and significantly impacted by price justice and product quality. While strong product quality boosts customer satisfaction and stimulates positive customer behavior, price justice has a substantial impact on both customer satisfaction and voluntary product promotion. Furthermore, costumer satisfaction mediates the relationship between price justice and CCB, as well as between product quality and CCB.Theoretical Contribution/Originality: This study emphasizes how crucial customer satisfaction is in enhancing the positive impact of fair prices and high-quality products on customers' voluntary behavior. It offers empirical support for the argument that fair prices and high-quality products are important in promoting positive behavior and customer loyalty.Practitioners/Policy Implications: To gain the trust and loyalty of customers, businesses must maintain excellent product quality, comprehend and apply fair pricing strategies, and guarantee price justice. Emphasizing excellent customer service and delivering high-quality items should be the primary focus in boosting client loyalty and positive behavior. Research Limitations/Implications: To determine whether the study results are applicable to other sectors and locations, more research is recommended in the rest areas along the Cipali Toll Road. Longitudinal studies are suggested to monitor changes in customer satisfaction and CCB over time to furrther understand the connection and spot patterns and shifts in customer perceptions.
The Role of Corporate Social Responsibility, Sales Promotion, and Service Quality Programs on Marketing Performance Mediated by Customer Satisfaction Tobing, Yehezkiel Lamora Lumban; Shiratina, Aldina
Dinasti International Journal of Digital Business Management Vol. 6 No. 1 (2024): Dinasti International Journal of Digital Business Management (December 2024 - J
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i1.3871

Abstract

This study aims to observe the relationship between CSR programs, sales promotions and service quality on marketing performance mediated by customer satisfaction on Adem Sari Chingku RTD products, which takes a case study in Bogor City. The data analysis method used descriptive and inferential statistics using Partial Least Square (PLS). Analysis used is test of validity, reliability test and coefficient of determination. This study found that CSR has a positive and significant effect on marketing performance, sales promotion has a positive and significant effect on marketing performance, service quality has a positive and significant effect on marketing performance. Customer satisfaction mediates the effect of CSR on marketing performance, customer satisfaction mediates the effect of sales promotion on marketing performance, customer satisfaction mediates the effect of service quality on marketing performance.
Peran Community Engagement untuk Meningkatkan Daya Beli Masyarakat dan Membangun Brand Image terhadap Produk UMKM Hilwah Food Susanto, Peri; Shiratina, Aldina
Jurnal Pengabdian kepada Masyarakat Nusantara Vol. 6 No. 3 (2025): Edisi Juli - September
Publisher : Lembaga Dongan Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jpkmn.v6i3.6556

Abstract

Program pengabdian masyarakat ini bertujuan untuk meningkatkan daya beli konsumen dan membentuk citra merek UMKM Hilwah Food melalui strategi media sosial. Masalah utama yang dihadapi mitra adalah kurangnya branding digital, promosi yang tidak terstruktur, dan absennya pencatatan keuangan. Kegiatan dilaksanakan melalui pelatihan, pembuatan konten, manajemen akun media sosial, serta pembukaan kanal penjualan digital. Hasilnya menunjukkan adanya peningkatan pengikut dan interaksi akun Instagram dan TikTok, peningkatan penjualan dari 100 menjadi 150–180 bungkus per minggu, serta peningkatan pendapatan dan ROI menjadi 28,64%. Program ini berhasil memberdayakan mitra secara digital serta menciptakan model pengabdian yang berkelanjutan.
Pengaruh Penggunaan Social Media Management Pada Umkm Kripik Pisang “Cau Gelis” Berdasarkan Perspektif Leader Studi Kasus pada UMKM Kripik Pisang Cau Gelis di Kembangan) Ananda, Wahyu Eka; Shiratina, Aldina
Jurnal Pengabdian kepada Masyarakat Nusantara Vol. 6 No. 3 (2025): Edisi Juli - September
Publisher : Lembaga Dongan Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jpkmn.v6i3.6557

Abstract

Proyek ini bertujuan untuk menganalisis peran penerapan Social Media Management terhadap perkembangan UMKM Kripik Pisang “Cau Gelis” dari sudut pandang seorang leader. Dengan memanfaatkan media sosial seperti Instagram dan TikTok, proyek ini difokuskan untuk meningkatkan brand awareness dan volume penjualan produk melalui strategi konten digital, kolaborasi dengan influencer, serta penggunaan iklan digital. UMKM Cau Gelis yang sebelumnya hanya mengandalkan pemasaran konvensional mengalami peningkatan keterlibatan konsumen serta pertumbuhan signifikan dalam visibilitas merek. Penerapan manajemen media sosial tidak hanya membantu dalam promosi, tetapi juga dalam pencatatan keuangan dan efisiensi operasional UMKM. Hasil akhir dari proyek ini menunjukkan bahwa strategi digital melalui media sosial mampu menjadi solusi efektif dalam pengembangan usaha kecil dan menengah di era digital.
The Effect of Information Security, User Perceived Convenience and Brand Image on the Decision to Use the Neo Bank M-Banking Application Through Trust as an Intervening Variable Lutfi, Ridwan; Shiratina, Aldina
Dinasti International Journal of Digital Business Management Vol. 6 No. 5 (2025): Dinasti International Journal of Digital Business Management (August - Septembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i5.5497

Abstract

This study aims to determine the Influence of Information Security, Perceived Ease of Use of the Mobile Banking Application by Users and Brand Image on the Decision to Use the Neo Bank Mobile Banking Application through Trust as an Intervening Variable. The research method used is a quantitative causal survey method, where the variables used in this study include 3 (three) independent variables, namely perceived ease of use, information security and brand image, while the dependent variable is the Decision to Use with a total of 183 respondents. Data analysis used in this study is the Partial Least Square (PLS) method using SmartPLS 3. The results of the study indicate that information security, ease of use, brand image, and trust have a significant positive effect on the decision to use the application. Information security and ease of use not only increase the decision to use directly, but also through increasing user trust. Similarly, a positive brand image is able to build trust, which in turn encourages the decision to use. Trust is proven to be an important factor that mediates the influence of these variables, so that the higher the level of security, ease, and brand image, the greater the tendency of users to use the application actively and continuously
The Influence of Service Quality, Ease of Use, and Trust on User Satisfaction of BNI Mobile Banking Apriandika, Putra; Shiratina, Aldina
Jurnal Manajemen Sinergi Vol 12, No 2 (2024): JURNAL MANAJEMEN SINERGI (EDISI OKTOBER)
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Khairun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33387/jms.v12i2.8846

Abstract

ABSTRACTObjective: This study aims to analyze the effects of service quality, ease of use, and trust on user satisfaction with mobile banking in Indonesia, specifically at Bank BNI.Methodology: This research employs a quantitative approach with the population consisting of users of BNI's mobile banking. A total of 160 respondents aged 18 to 55 years were selected as samples using the Hair formula and purposive sampling technique. Data was collected through a survey using a questionnaire distributed via Google Form. Data analysis was conducted using Structural Equation Modeling (SEM) with SmartPLS softwareFindings: The analysis results indicate that service quality has a positive and significant effect on user satisfaction, with an original sample value of 0.220 and a T-statistic of 2.166. Ease of use also shows a positive and significant effect with an original sample of 0.439 and a T-statistic of 5.268. Additionally, trust positively and significantly affects user satisfaction with an original sample of 0.214.Conclusion: These findings indicate that factors such as service quality, ease of use, and trust have a significant influence on user satisfaction with mobile banking at Bank BNI. This research provides important insights for the bank in efforts to enhance mobile banking services and user satisfaction.
The Relationship of Training, Work Commitment, and Work Behaviour on Career Development of Police Officers in Jatiasih Somantri, Nurcahyani Dewigita; Shiratina, Aldina
Jurnal Manajemen Sinergi Vol 12, No 1 (2024): JURNAL MANAJEMEN SINERGI (EDISI APRIL)
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Khairun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33387/jms.v12i1.7826

Abstract

Objective: The aim of this study is to investigate the effects of training, job dedication, and work behaviour on career progression. This study's sample included 41 police officers from the Sector Police (Polsek) of Jatihasih Village, Jatiasih District, Bekasi City, West Java Province.Methodology: This research was analyzed statistically using SEM Smart PLS 4.0, namely a multivariate analysis method whose focus is statistical analysis involving measurements and variables.Findings: At a 5% confidence level, hypotheses H1, H2, and H3 are accepted. Work attitude is the most influential variable (as measured by its coefficient value).Conclusion: This study showed that training had a good and significant impact on career development. Work Commitment has a favourable and significant impact on career development. This implies that workplace behaviour has a favourable and significant impact on career advancement. The most important work behaviour to remember while on duty in the field is to nurture, protect, and aid the community.
WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN PADA APLIKASI BLIBLI.COM DI DKI JAKARTA Handoko, Kartio; Shiratina, Aldina
Jurnal Manajemen Sinergi Vol 11, No 1 (2023): JURNAL MANAJEMEN SINERGI (EDISI APRIL)
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Khairun

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33387/jms.v11i1.6635

Abstract

Objective: The research aims to identity the influence of Brand Image, Celebrity Endorser, andElectronic Word of Mouth towards Consumer’s Buying Decision on Blibli.com. Population in this study are consumers who know and use the Blibli.com application as transaction in DKI Jakarta. The sample used in this study was 200 respondents. The sampling technique using a purposive sampling.Methodology: This research uses a quantitative descriptive approach. Therefore the data analysis used is statistical analysis in the form of SEM-PLS.Finding: H1, H2, and H3 are accepted at a confidence level of 5% and t calculated is greater than t table.Conclusion: The results of this study indicate that brand image has a significant and positive effect on purchasing decisions. Celebrity Endorsers do not have a significant influence on Purchasing Decisions, but celebrity Endorsers should be considered in product sales. In addition, Electronic Word of Mouth has a significant and positive influence on Purchasing Decisions.
Co-Authors Adinda Putri Astuti Ayu KUSUMA Adnan Rajak Adnan Rajak, Adnan Ali, Anees Ali, Anees Janee Ananda, Wahyu Eka Andini, Zagita Andyan Pradipta Utama Angga Setiawan Apriandika, Putra Atras Radifan Puspito Bayu Perisha Brahmana, Selvina Tawanta CHRISTANTYO, E. Hartojo Deru R Indika Deru R Indika Dewi Kania Dinar Nur Affini Dudi Permana Eka Hendriani Solihin Eri Marlapa Erna Sofriana Imaningsih Fahd Yudhanegoro Firlyana, Muhamad R Firmansyah, Aldhi Hamdan Handoko, Kartio Haniruzila Md Hanifah Imas Komariyah Jabid, Abdullah W. Kartio Handoko Lutfi, Ridwan Maujud S Maya Mochamad Soelton Mohd Yusoff Yusliza Muhammad DAFIQ Muhammad Nur Zaman Nafisah, Jauharotun Nandan Limakrisna Nia Kusuma Wardhani Nurhayat, Kartika Nuri Putria Nirba Nirwana Panji Putranto Pipit Afiatun RACHBINI M, Didik J Retno Purwani Setyaningrum Ridwan, Muhammad Dzaki Rita Komaladewi Siti Nurul Aini Somantri, Nurcahyani Dewigita Surip, Ngadino Susanto, Peri Syahputra, Ozzamma Tobing, Yehezkiel Lamora Lumban Utama, Andyan Wardana, Nandi Yanto Ramli Yudi Aziz