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Endi Sarwoko
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MBR (Management and Business Review)
Published by Universitas Kanjuruhan Malang
ISSN : -     EISSN : 25415808     DOI : https://doi.org/10.21067
Core Subject : Economy, Social,
Economics, Econometrics & Finance Social Sciences
MBR (Management and Business Review) covers in detail a large variety of topics in management and business. The journal aims to disseminate knowledge derived from the results of empirical research on organizations, people, systems, and events in the field of management and business. The journal provides a forum for scholarly exchanges for academics, practitioners, and independent researchers by publishing quality empirical research. MBR (Management and Business Review) promotes the ideas and information among researchers that have been achieved in the area of: Accounting and Finance, Business Economics, Business Ethics, Corporate Governance, Human Resource Management, Knowledge Management, Marketing, Operations Management, Organizational Behaviour, Public Sector Management, R&D Management, Strategic Management, Entrepreneurship.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 138 Documents
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The influence of service quality and company reputation on purchase decisions with customer experience as moderators in creative industrial companies Andarina, Deansha Ghaisani; Kodrat, David Sukardi
MBR (Management and Business Review) Vol 8 No 2 (2024): Desember
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v8i2.10208

Abstract

This research has purpose to determine the effect of service quality and company reputation on purchasing decisions with customer experience as a moderator in a creative industry company at PT. Rangkai Cipta Kreasi. The method used in this research is a quantitative approach. The number of samples used was 65 respondents, taken using purposive sampling technique. The results of the study revealed that service quality and company reputation have a positive effect on purchasing decisions. Customer experience does not act as a moderator of the influence of quality on service quality but strengthens the influence of company reputation on purchasing decisions.
Customer engagement di social media marketing: Anteseden dan konsekuensinya pada brand loyalty Nurfarida, Iva Nurdiana; Sarwoko, Endi; Rusno, Rusno
MBR (Management and Business Review) Vol 8 No 2 (2024): Desember
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v8i2.10484

Abstract

There have been many studies on social media marketing, but researchers still ignore the role of social media on customer engagement initiatives as well as on brand loyalty. The study aims to investigate the influence of social media marketing on brand loyalty through customer engagement. The study was conducted on customers of culinary centers in Malang City, the sample was selected purposively involving 120 respondent. Data were collected using questionnaires distributed online and analyzed using PLS-SEM. The research findings revealed that social media marketing is able to increase brand loyalty; in addition, this influence is also mediated by customer engagement. Social media marketing is able to increase customer engagement, which will also have an impact on brand loyalty. Further researchers could examine differences in customer engagement across social media marketing channels.
Innovative behavior and leadership: A systematic literature review and future research direction Muadzah, Syarifah; Herachwati, Nuri
MBR (Management and Business Review) Vol 8 No 2 (2024): Desember
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v8i2.10899

Abstract

This study explores the relationship between innovative work behavior and leadership within organizations through a systematic literature review. Using a systematic review approach, this study analyzes 66 relevant articles from the Scopus database. The findings reveal that leadership styles such as transformational, spiritual, and authentic leadership positively impact innovative behavior. Additionally, mediating and moderating factors, such as job satisfaction and psychological capital, significantly contribute to the leadership-innovation link. However, the literature review is limited by its reliance on the Scopus database, which may exclude relevant studies from other databases or non-indexed sources, potentially introducing selection bias. Despite this, the research lays a solid foundation for future studies and provides practical insights for leaders aiming to promote innovation within their organizations.
The impact of transformational leadership and knowledge management on organizational performance through organizational resilience Yuki, Narumi; Setyawan, Agustinus
MBR (Management and Business Review) Vol 8 No 2 (2024): Desember
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v8i2.11195

Abstract

The quality of a workforce is closely tied to the achievement of organizational goals and overall success. Because of its critical impact on business performance, companies place great emphasis on ensuring high-quality employee performance. This research aims to examine the influence of transformational leadership and knowledge management on organizational performance through organizational resilience.  This study uses primary data collected through questionnaires distributed via Google Forms, utilizing a Likert scale for responses. The data analysis was carried out using PLS-SEM method (Partial Least Squares SEM). The results of this study indicate that transformational leadership and knowledge management influence organizational resilience through organizational performance.
Pengaruh kualitas pelayanan terhadap kepuasan pasien: Studi pada rumah sakit swasta di Kota Malang Wahyuni, Wahyuni; Asna, Asna; Hidayat, Candra Wahyu
MBR (Management and Business Review) Vol 8 No 2 (2024): Desember
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v8i2.10610

Abstract

This study aims to analyze the impact of service quality on patient satisfaction in private hospitals in Malang City. The concept of service quality is evaluated through five variables: physical evidence, reliability, responsiveness, assurance, and empathy. This study used quantitative methods through surveys to collect data from 150 inpatients. The results of the simultaneous analysis show that the dimensions of physical evidence, reliability, responsiveness, assurance and empathy have an influence on patient satisfaction. Meanwhile, partially the empathy dimension has no effect on patient satisfaction, while the dimensions of physical evidence, reliability, responsiveness, and guarantee each have an influence on patient satisfaction. These findings highlight the importance of improving service quality in an effort to increase patient satisfaction. Thus, research is expected to make a positive contribution to the development of hospital management strategies that are more effective and adaptive to patient needs.
Pengaruh inovasi produk terhadap loyalitas pelanggan: Mediasi keputusan pembelian, moderasi usia dan konformitas sosial Fiska Mekar Kustiani; Damelina Basauli Tambunan; Teofilus Teofilus
MBR (Management and Business Review) Vol 9 No 1 (2025)
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v9i1.12173

Abstract

This study examines the effect of product innovation on customer loyalty, focusing on purchase decision as a mediating role and age group and social conformity as moderating effects. Using a quantitative approach, this study applied regression analysis to questionnaire data, with a purchase frequency of three times in February 2025. The results show that product innovation has a positive effect on customer loyalty, product innovation has a positive effect on purchasing decisions, purchasing decisions have a positive effect on customer loyalty, purchasing decisions act as a mediating variable in the relationship between product innovation and customer loyalty, age group moderates the relationship between product innovation and customer loyalty at all ages, and social conformity strengthens the relationship between product innovation and purchasing decisions for consumers aged ≤ 34 years, while the same variable tends to weaken the relationship for consumers aged > 34 years.
Efektivitas Social Customer Relationship Management di industri perhotelan: Dampaknya terhadap niat beli dan loyalitas pelanggan Miyana Miyana; Endi Sarwoko
MBR (Management and Business Review) Vol 9 No 1 (2025)
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v9i1.12181

Abstract

Social Customer Relationship Management (S-CRM) integrates traditional CRM with social media platforms, enabling more personalized and interactive communication between businesses and customers. In the hospitality industry, especially amid growing competition and digitalization, S-CRM plays a vital role in maintaining customer relationships and driving business outcomes. This study aims to analyze the effect of S-CRM on purchase intention and customer loyalty within 76 hotels under Azana Hospitality in Indonesia. Using a quantitative approach, data were collected from 395 respondents who had previously made reservations at Azana hotels, selected through convenience sampling. Structural Equation Modeling (SEM) with SmartPLS 4 was employed to test the measurement and structural models. The results show that S-CRM significantly influences both purchase intention and customer loyalty. Furthermore, purchase intention significantly mediates the relationship between S-CRM and customer loyalty. These findings highlight the theoretical implication that S-CRM enhances customer engagement and loyalty through increased intention to purchase. Practically, the study underscores the importance for hospitality businesses to invest in S-CRM strategies to build stronger customer relationships, improve brand loyalty, and ensure sustainable competitive advantage. This research contributes to the growing literature on digital CRM practices and offers valuable insights for hotel management and marketers.
Analisa kepuasan dan keputusan penggunaan kembali teknologi mobile banking dengan pendekatan TAM Suci Mulia Aristiana; Tommy Christian Efrata; Endi Sarwoko
MBR (Management and Business Review) Vol 9 No 1 (2025)
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v9i1.12494

Abstract

The development of information technology and digitalization has created great opportunities in carrying out digital innovation in the banking sector that makes it easier for customers to make transactions both self-service on digital applications and transactions made at branch offices. This study aims to analyze and explore satisfaction and decisions to reuse mobile banking application technology with the theory of technology acceptance (TAM) including Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Perceived Security at PT. Bank Central Asia Tbk and contribute to improving BCA's digital services and enriching the literature on research studies related to the quality of digital services, customer satisfaction in the banking world. The background of this study was to determine how indicators (TAM) affect customer satisfaction and the reuse of mobile banking technology so that they can be used as evaluation material for improving applications and determining strategies to increase customer satisfaction through the development of application technology that can be adjusted to customer needs. The research methodology uses a quantitative approach with the unit of analysis being customers who transact using the BCA mobile application in the West Nusa Tenggara region. The research sampling technique was random sampling and data collection was carried out through a digital questionnaire. The results of the study indicate that Perceived Ease of Use and Perceived Security have a significant effect on the decision to reuse, while Perceived Trust and Perceived Usefulness do not have a direct effect. However, the three variables have a positive effect on satisfaction, which then mediates the effect on Decision to Use. This finding strengthens the extended TAM model and emphasizes the importance of security and satisfaction aspects in increasing the adoption of digital banking services. This study provides theoretical and practical contributions to the strategy for developing digital-based financial service technology, especially in the banking sector.

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