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All Journal Jurnal Sosioteknologi REKAYASA Journal of Economic, Bussines and Accounting (COSTING) Jurnal Ilmiah Manajemen Kesatuan Jurnal Abdi Masyarakat Indonesia JWM (JURNAL WAWASAN MANAJEMEN) Return : Study of Management, Economic and Bussines The Eastasouth Management and Business eProceedings of Management Jurnal Pengabdian Kolaborasi dan Inovasi IPTEKS Journal of International Multidisciplinary Research
Khairani Ratnasari Siregar
Universitas Telkom
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Physics Public Health Social Sciences Other

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Analysis of the Influence of Audit Service Quality on Auditee Satisfaction in the Internal Audit Division Zulhendrianto; Khairani Ratnasari Siregar
Journal of International Multidisciplinary Research Vol. 3 No. 7 (2025): Juli 2025
Publisher : PT. Banjarese Pacific Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62504/jimr1317

Abstract

The increasing complexity and dynamics of the business environment at local, regional, and global levels have driven PT PLN (Persero)’s Internal Audit Unit (SPI) to adopt a Purpose-Driven Internal Audit approach, positioning the audit function as a strategic partner for long-term organizational success. However, the Internal Stakeholder Satisfaction Index for assurance services in the Construction, Generation, and New Renewable Energy Audit Division (AKP) fell short of its targets in 2023 and 2024. This study aims to analyze the impact of audit service quality—comprising tangibles, reliability, responsiveness, assurance, and empathy—on auditee satisfaction. Using a quantitative approach with PLS-SEM and Importance–Performance Map Analysis (IPMA), data were collected from AKP Division auditees in 2024. The results show that all dimensions of audit service quality positively and significantly influence satisfaction, with responsiveness and empathy being the most dominant factors. The findings offer practical insights for SPI PLN in prioritizing service improvements based on user perceptions and provide theoretical support for the SERVQUAL model as a key psychological mechanism in fostering satisfaction within trust-based professional services
The Effect of Using the Livin' by Mandiri Application on Customer Satisfaction and Loyalty Using the Utaut Model Syaputri, Anita Rismaharni; Siregar, Khairani Ratnasari
Return : Study of Management, Economic and Bussines Vol. 4 No. 8 (2025): Return: Study of Management, Economic and Business
Publisher : PT. Publikasiku Academic Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57096/return.v4i8.381

Abstract

The rapid development of digital technology in Indonesia, including the banking sector, is reflected in internet penetration reaching 79.5% of the total population by 2024. Digital transformation driven by the government has also significantly boosted the growth of the digital economy, with a value of US$82 billion in 2023 and projected to increase to US$109 billion in 2025 (BPS, 2024; Dhanesworo, 2024). The banking sector continues to innovate through digital services, one of which is the Livin' by Mandiri application. The adoption of technology by the younger generation is a factor in the success of this application, where millennials and Gen Z account for 77% of total users. This study aims to evaluate the effect of using the livin' by mandiri application on customer satisfaction and loyalty using the UTAUT model. The method used in this study is a quantitative approach. Data was collected through an online survey involving 203 respondents who are active users of the Livin by Mandiri application. The analysis technique uses Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the relationship between variables and measure the level of influence of each variable in the research model. The results of this study indicate that the actual usage variable has a positive and significant effect on customer satisfaction, which shows the large contribution of the intensity of application use to the level of user satisfaction. In addition, actual usage also has a positive and significant effect on attitudinal loyalty, which indicates that the experience of using the application can form a loyal attitude of customers towards the Livin' by Mandiri application. Thus, the more frequently and effectively the application is used, the higher the customer satisfaction and loyal attitude formed.
Analisis Hubungan Antara Kualitas Layanan Belanja Mobile dan Loyalitas Konsumen pada Mobile Commerce Carousell Indonesia Gemilang, Fajar Surya; Siregar, Khairani Ratnasari
eProceedings of Management Vol. 11 No. 5 (2024): Oktober 2024
Publisher : eProceedings of Management

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

Abstract

Jumlah pengguna internet di Indonesia meningkat setiap tahun. E-commerce, yang memberikan nilai kepadaperusahaan, kini dapat dilakukan melalui perangkat mobile, dikenal sebagai mobile commerce. Carousell, aplikasiiklan baris seluler, memudahkan jual beli dengan mengambil foto. Carousell menduduki peringkat 12.032 di duniadan 1.107 di Indonesia dalam popularitas situs belanja online, serta merupakan e-commerce nomor dua dalam kategorie-commerce dan shopping di Indonesia. Penelitian ini menggunakan metode kuantitatif dengan pendekatan kausal.Sampel terdiri dari 153 responden, dan hasilnya dihitung menggunakan software G-power serta metode sampling nonprobability.Data primer diperoleh dari kuisioner yang didistribusikan melalui platform media sosial Instagram.Sebelum menguji data yang dikumpulkan menggunakan program Smart-PLS 3.1.9 dan SPSS versi 26.0, hasilmenunjukkan bahwa sembilan variabel dan instrumen pernyataannya valid dan reliabel. Penelitian ini bertujuan untukmemahami bagaimana kualitas pelayanan mempengaruhi loyalitas pelanggan pada aplikasi mobile commerceCarousell. Hasil penelitian menunjukkan bahwa variabel assurance, reliability, security, dan usability memilikihubungan positif dan signifikan terhadap customer satisfaction. Selain itu, variabel customer satisfaction jugamemiliki hubungan positif dan signifikan terhadap customer loyalty intention, serta memediasi hubungan positif dansignifikan antara assurance, reliability, security, dan usability dengan customer loyalty intention. Penelitianmendatang diharapkan akan mencakup variabel seperti perceived value, customer trust, emotional attachment, danperceived quality untuk mengevaluasi apakah faktor-faktor ini mempengaruhi kesetiaan pelanggan. Tujuan penelitianini adalah untuk memperluas pengetahuan dan memperkaya penelitian. Kata kunci-customer loyalty; customer satisfaction; m-commerce; mobile shopping service quality; SmartPLS.
Analisis Pengaruh Kualitas Proses Pembelajaran Online terhadap Loyalitas Mahasiswa melalui Kepuasan Mahasiswa pada Program MMPJJ Universitas Telkom Wafi Azkia Zahidah; Khairani Ratnasari Siregar
Journal of International Multidisciplinary Research Vol. 3 No. 8 (2025): Agustus 2025
Publisher : PT. Banjarese Pacific Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62504/jimr1344

Abstract

Penelitian ini mengkaji pengaruh Kualitas Layanan E-Learning (ELSQ) terhadap loyalitas mahasiswa, yang dimediasi oleh kepuasan mahasiswa dan dimoderasi oleh nilai yang dirasakan, dalam konteks Program Magister Manajemen Pembelajaran Jarak Jauh (MMPJJ) di Universitas Telkom. Menggunakan desain kuantitatif kausal, data dikumpulkan dari 126 mahasiswa melalui kuesioner skala Likert online. Alat ukur menunjukkan validitas dan reliabilitas yang kuat (faktor beban > 0,70; Cronbach’s Alpha > 0.80). Analisis dilakukan dengan Partial Least Squares Structural Equation Modeling (PLS-SEM) menggunakan SmartPLS. Hasil menunjukkan bahwa ELSQ secara signifikan mempengaruhi kepuasan mahasiswa (β = 0.565, p < 0.001) dan loyalitas mahasiswa (β = 0.234, p = 0.025). Kepuasan mahasiswa secara kuat mempengaruhi loyalitas (β = 0.572, p < 0.001) dan bertindak sebagai mediator dalam hubungan antara ELSQ dan loyalitas (β = 0.329, p < 0.001). Nilai yang dirasakan memoderasi hubungan antara ELSQ dan kepuasan (β = 0.323, p < 0.001), menunjukkan bahwa nilai yang dirasakan yang lebih tinggi memperkuat kepuasan. Model ini mencapai daya penjelas moderat (R² = 0.580 untuk loyalitas; R² = 0.619 untuk kepuasan) dan relevansi prediktif yang kuat (Q² > 0.35). Temuan menyoroti kebutuhan akan perbaikan berkelanjutan dalam kualitas sistem, kompetensi instruktur, materi kursus, dan dukungan administratif untuk meningkatkan kepuasan dan memupuk loyalitas dalam program online sepenuhnya. Studi ini memperluas pemahaman teoretis tentang hubungan kualitas layanan–loyalitas dengan mengonfirmasi peran mediasi kepuasan dan peran moderasi nilai yang dirasakan, memberikan wawasan praktis untuk manajemen kualitas dalam pendidikan tinggi online.
The Influence of Service Quality, Work Efficiency, and Innovation on Loyalty through Satisfaction Setiawan, M Bagus Prima; Azis, Anton Mulyono; Siregar, Khairani Ratnasari; Abdullah, Karmilah
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 5 (2025): JIMKES Edisi September 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i5.3815

Abstract

The shipyard industry in Batam plays a vital role in supporting Indonesia's maritime economy. PT Biro Klasifikasi Indonesia (BKI) Batam Branch, as a national classification body, faces challenges in new ship supervision, including inefficient work areas and limited surveyor resources. This study aims to analyze the influence of service quality, work area efficiency, and service innovation on service loyalty through shipyard satisfaction. A quantitative method using PLS-SEM was employed, involving 129 shipyard respondents. Results show that all three independent variables significantly and positively affect satisfaction, which in turn mediates their influence on service loyalty. The results of the study indicate that service quality, work area efficiency, and service innovation significantly contribute positively to shipyard satisfaction levels, which in turn substantially influence loyalty to the service. Customer satisfaction has been proven to play a significant mediating role in bridging the influence of these three variables on loyalty. These findings support the validity of the Disconfirmation of Expectations theory and underscore the urgency of digital innovation as a strategic approach to enhancing competitive advantage. Therefore, this study recommends improving operational efficiency, conducting continuous technical training, and accelerating digital transformation as priority policies to strengthen the service performance of PT BKI Batam Branch.
Analysis of Public Satisfaction With Servqual and SWOT Approaches on BPOM Public Services in Pangkal Pinang Riyanto, Agus; Azis, Anton Mulyono; Sutarman, Sutarman; Siregar, Khairani Ratnasari
The Eastasouth Management and Business Vol. 4 No. 01 (2025): The Eastasouth Management and Business (ESMB)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/esmb.v4i01.690

Abstract

This study aims to evaluate public satisfaction with BPOM services in Pangkal Pinang by applying the SERVQUAL method to identify the gap between expectations and perceptions, and to determine the influential service quality dimensions, both partially and simultaneously. The analysis involved five SERVQUAL dimensions—Tangibles, Reliability, Responsiveness, Assurance, and Empathy—plus an additional Anti-Corruption dimension. Using a quantitative approach and survey of 104 respondents, data were analyzed through multiple regression, t-tests, and F-tests. The findings revealed that Tangibles, Reliability, and Responsiveness had significant partial effects on public satisfaction, while Assurance and Empathy were not statistically significant. Simultaneously, all dimensions significantly influenced satisfaction, and the Customer Satisfaction Index (CSI) score of 94.00 indicated a high level of satisfaction. SWOT analysis was used to formulate strategies, with the SO (Strengths–Opportunities) strategy emerging as the most appropriate—highlighting the need to leverage internal strengths, such as digital innovation and qualified human resources, to seize external opportunities. The study concludes that while BPOM’s service quality is generally rated highly, improvements are needed in empathy and assurance aspects. Therefore, it is recommended to enhance service digitization, strengthen employee competencies and ethics, improve public communication, and expand inclusive, participatory service models.
STRATEGI DAN PENGEMBANGAN PEMASARAN PRODUK INOVASI: OPTIMALISASI MEDIA ONLINE MARKETPLACE & SEARCH ENGINE OPTIMIZATION GOOGLE UNTUK PROMOSI Damayanti Octavia; Putri, Haifa; Helni Mutiarsih Jumhur; Khairani Ratnasari Siregar
Jurnal Pengabdian Kolaborasi dan Inovasi IPTEKS Vol. 3 No. 5 (2025): Oktober
Publisher : CV. Alina

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59407/jpki2.v3i5.2954

Abstract

Pengabdian ini bertujuan untuk meningkatkan pemahaman siswa SMK YPPS Sumedang mengenai strategi dan pengembangan pemasaran produk inovasi melalui optimalisasi media online marketplace dan Search Engine Optimization (SEO) Google sebagai sarana promosi. Metode kegiatan yang digunakan meliputi observasi lapangan, diskusi partisipatif, pelatihan aplikatif, dan evaluasi program. Hasil kegiatan menunjukkan bahwa mayoritas peserta telah memahami konsep dasar merek (68,2%) dan seluruh peserta (100%) menilai merek sebagai elemen penting dalam produk. Media sosial menjadi saluran utama dalam membangun kesadaran merek (77,3%), sementara pemasaran digital diakui membantu memperkuat citra produk di benak konsumen (100%). Selain itu, kreativitas, penguasaan media sosial, serta kemampuan desain dan komunikasi menjadi keterampilan yang paling dibutuhkan dalam penerapan strategi pemasaran digital. Secara keseluruhan, kegiatan ini memberikan dampak positif terhadap peningkatan literasi digital dan kesiapan kewirausahaan siswa dalam menghadapi persaingan bisnis berbasis teknologi.   Kata Kunci: Pemasaran Digital, Merek, Marketplace, SEO, Kewirausahaan Siswa  
Co-Authors Abdullah, Karmilah Agus Riyanto Andrieta Shintia Dewi Anton Mulyono Azis Damayanti Octavia Dudi Pratomo Gemilang, Fajar Surya Helni Mutiarsih Jumhur Heppy Millanyani Indira Rachmawati Moch Reza Aditya Monica Esperanza Muhamad Alfian Nur Rifai NurIhsan, Muh NurIhsan Haidir Ahyar Putri, Haifa Raihan Fadhlan Muanzir Risang Hanggoro Riza Yarzuq Hardani Setiawan, M Bagus Prima Sutarman Sutarman Syaputri, Anita Rismaharni Wafi Azkia Zahidah Zaidan Yusuf Wardana Zulhendrianto