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JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)
Published by Universitas Sam Ratulangi
ISSN : 23563966     EISSN : 26212331     DOI : -
Core Subject : Science,
Decision Sciences, Operations Research & Management
Arjuna Subject : -
Articles 688 Documents
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THE RELATIONSHIP OF CUSTOMER EXPERIENCE, CUSTOMER ENGAGEMENT, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY IN SHOPEE E-COMMERCE Liputri, Evelin; Gosal, Gladys
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53201

Abstract

Abstract. The current rapid pace of information technology has changed people's way of shopping. People no longer need to leave the house to buy various necessities. One of the most popular e-commerce in Indonesia is Shopee. This research aims to find out the effect of customer experience on customer engagement and satisfaction in order to increase customer loyalty in Shopee e-commerce. This research was conducted quantitatively by distributing questionnaires to 257 respondents. The sampling technique uses a purposive sampling method with the criteria of making a purchase at Shopee at least once a month and being over 17 years old. Research data were analyzed using Structural Equation Modeling-Partial Linear Squares (SEM-PLS).  Of the five proposed hypotheses, four were accepted, while one, namely H3, asserting that 'involvement positively affects customer satisfaction,' was rejected. To achieve customer loyalty, companies must be able to provide satisfaction to their customers through involvement in interacting with the company and providing an impressive experience while using the company's services and products. Abstrak.  Pesatnya perkembangan teknologi informasi saat ini telah mengubah cara masyarakat dalam berbelanja. Masyarakat tidak perlu lagi keluar rumah untuk membeli berbagai kebutuhan. Salah satu e-commerce terpopuler di Indonesia adalah Shopee. Penelitian ini bertujuan untuk mengetahui pengaruh pengalaman pelanggan terhadap keterlibatan dan kepuasan pelanggan guna meningkatkan loyalitas pelanggan pada e-commerce Shopee. Penelitian ini dilakukan secara kuantitatif dengan menyebarkan kuesioner kepada 257 responden. Teknik pengambilan sampel menggunakan metode purposive sampling dengan kriteria melakukan pembelian di Shopee minimal sebulan sekali dan berusia di atas 17 tahun. Data penelitian dianalisis menggunakan Structural Equation Modeling-Partial Linear Squares (SEM-PLS). Dari lima hipotesis yang diajukan, empat hipotesis diterima, sedangkan satu hipotesis yaitu H3 yang menyatakan bahwa 'keterlibatan berpengaruh positif terhadap kepuasan pelanggan' ditolak. Untuk mencapai loyalitas pelanggan, perusahaan harus mampu memberikan kepuasan kepada pelanggannya melalui keterlibatan dalam berinteraksi dengan perusahaan dan memberikan pengalaman yang mengesankan selama menggunakan jasa dan produk perusahaan.
IMPLEMENTATION MULTI-CRITERIA DECISION MAKING FOR SUPPLIER SELECTION ALUMINUM INGOT IN CV. SL Faqiha, Selvy Athia
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53202

Abstract

The purpose of this study is to determine the priority order of the criteria, sub- criteria, then determine which suppliers CV SL company can choose. The population in this study is the decision maker and management of CV SL.The sampling technique used was purposive sampling in order to obtain 7 people. The data analysis technique in this study used the Analytical Hierarchy Process (AHP), while the analytical tool used was expert choice 11. The results of the analysis of this study obtained the importance weight of the criteria with the first priority is quality (0.34), price (0.26) , availability (0.15), delivery (0.12), performance history (0.07), warranty & complaint service (0.06). Meanwhile, the results of the assessment of the importance of alternatives in supplier selection show that the LN supplier (0.0786) has the highest weight, the two IS suppliers (0.0760), the three MJ suppliers (0.0733), the four TL suppliers (0.0711), the fifth supplier FI (0.0703), the sixth supplier LM (0.0684). The results of this calculation can be used by the company as a consideration in determining the next supplier selection policy.
PERAN MEDIA SOSIAL DALAM MEMBANGUN CITRA DESTINASI PARIWISATA YANG MENARIK Andzani , Diva; Virgin, Diah; Setijadi , Naniek
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53212

Abstract

Abstract. This study aims to investigate the role of social media in shaping the image of tourist destinations. Using a qualitative descriptive research method, the study highlights the shift in the paradigm of tourism marketing to social media platforms such as Instagram, Facebook, Twitter, and TikTok. The results indicate that social media enables destinations to build a personal and attractive image through strong narratives and visual content. Visualization on these platforms is crucial in shaping the allure of destinations. Storytelling is also found to play a crucial role in creating an authentic image and building emotional connections with tourists. The study identifies challenges such as reputation management and crisis mitigation in the use of social media. In conclusion, social media is not only a promotional tool but also a key element in creating the appeal of tourist destinations and building emotional relationships with users. Abstrak.  Studi ini bertujuan menyelidiki peran media sosial dalam membentuk citra destinasi pariwisata. Dengan metode penelitian kualitatif deskriptif, penelitian ini menyoroti pergeseran paradigma pemasaran pariwisata ke media sosial seperti Instagram, Facebook, Twitter, dan TikTok. Hasilnya menunjukkan bahwa media sosial memungkinkan destinasi membangun citra pribadi dan menarik melalui narasi kuat dan konten visual. Visualisasi di platform ini menjadi kunci dalam membentuk daya tarik destinasi. Storytelling juga ditemukan berperan penting dalam menciptakan citra autentik, membangun hubungan emosional dengan wisatawan. Studi mengidentifikasi tantangan seperti manajemen reputasi dan penanggulangan krisis dalam pemanfaatan media sosial. Kesimpulannya, media sosial bukan hanya alat promosi, tetapi juga elemen kunci dalam menciptakan daya tarik destinasi pariwisata dan membangun hubungan emosional dengan pengguna.
the PENGARUH PRODUCT QUALITY AND PRICE TERHADAP KEPUTUSAN PEMBELIAN PRODUK BODY LOTION SCARLETT WHITENING : (Studi Kasus Pengguna Body Lotion Scarlett Whitening di Indonesia) Listiya, Marcella Tirta; Wardhana, Aditya
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53215

Abstract

Indonesian people tend to have dry and dull skin due to the higher intensity of sun exposure in the tropical season. Several cities in Indonesia have unhealthy air quality. Gray air is a sign of unhealthy air quality. Consumers must be careful of unwanted things, such as products that do not include BPOM. When consumers feel a need for the goods to be purchased, they begin to make purchasing decisions. The purpose of this research is to understand and evaluate the extent of the impact of product quality on the decision to purchase Scarlett Whitening body lotion, to understand and evaluate the extent of the impact of price on the decision to purchase Scarlett Whitening body lotion products, to assess the extent of the joint impact of product quality and price on the decision purchase Scarlett Whitening body lotion products.This study used quantitative methods and a Cochran sample, with a total of 153 respondents. This study also used questionnaire analysis and literature review. The data analysis techniques used in this research are causal analysis and multiple linear analysis. Conclusions are drawn regarding the relationship between product quality and purchasing decisions based on t count 3.028 and t table 1.984. The results obtained by Ha1 indicate that product quality has a quite significant positive influence on purchasing decisions. This hypothesis can be accepted at the significance level of 0.003. The influence that the price variable has on purchasing decisions can be identified by the calculated t value which exceeds the t table value, namely 7.771 ≥ 1.984. Therefore, it can be concluded that Ha2 is accepted, indicating that there is a significant positive influence of price on purchasing decisions partially. These results support the second hypothesis, which can be accepted with a significance level of 0.000. The influence between product quality and price variables on purchasing decisions reached a percentage of 53.5%, while the remaining 46.5% was influenced by other variables not included in this research. The F test results show that the two variables, namely product quality and price, together have a significant effect of 0.000 ≤ 0.05 and the calculated F value is 86.217 F table, namely 3.07. Thus, it can be concluded that product quality and price together have a significant influence on purchasing decisions for Scarlett Whitening body lotion products.
PENGARUH ORGANIZATION COMMITMENT TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR DENGAN PERSON-ORGANIZATION FIT SEBAGAI MODERATOR PADA KARYAWAN OAKWOOD HOTEL & RESIDENCES SURABAYA Ecinsia, Emi; Nugroho, J.L. Eko; Widjaja, M.E. Lanny Kusuma
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53339

Abstract

This study aims to determine the effect of organizational commitment on organizational citizenship behavior with person-organization fit as a moderator for Oakwood Hotel & Residences Surabaya employees. This research will see the extent to which the role of perceived organizational support, employee development, and organization commitment in influencing organizational citizenship behavior of Oakwood Hotel & Residences Surabaya employees. This research uses a quantitative approach using Structural Equation Modeling-Partial Least Square (SEM-PLS) analysis using SmartPLS software with a sample size of 115 respondents. This study shows the results that perceived organizational support, employee development, and organization commitment have a positive and significant effect on organizational citizenship behavior and person-organization fit moderate the relationship between organization commitment and organizational citizenship behavior.
THE EFFECT OF HALLYU (KOREAN WAVE) TOWARDS INTENTION TO VISIT TO SOUTH KOREA WITH DESTINATION IMAGE AS A MEDIATING VARIABLE Juliana, Angel; Susilo, Clarissa Listya
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 10 No 3 (2023): JMBI UNSRAT Volume 10 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v10i3.53368

Abstract

Abstract.  This research was done in order to understand the effect of Hallyu (Korean Wave) towards intention to visit in tourist from Surabaya, with destination image as a mediating variable. This research is a quantitative research which uses questionnaire as a main tool to collect research data. This research uses SEM method to analyse the research data. Based on the data analysis, it was found that Hallyu (Korean Wave) has a positive and significant effect towards intention to visit, and destination image also has a positive and significant effect towards intention to visit. Based on the result, it is also found that destination image has a full mediating effect in the relationship between Hallyu (Korean Wave) and intention to visit. Abstrak.  Penelitian ini dilakukan untuk mengetahui pengaruh Hallyu (Korean Wave) terhadap niat berkunjung wisatawan asal Surabaya, dengan citra destinasi sebagai variabel mediasi. Penelitian ini merupakan penelitian kuantitatif yang menggunakan kuesioner sebagai alat utama untuk mengumpulkan data penelitian. Penelitian ini menggunakan metode SEM untuk menganalisis data penelitian. Berdasarkan analisis data ditemukan bahwa Hallyu (Korean Wave) berpengaruh positif dan signifikan terhadap niat berkunjung, dan citra destinasi juga berpengaruh positif dan signifikan terhadap niat berkunjung. Berdasarkan hasil penelitian, ditemukan pula bahwa citra destinasi memiliki efek mediasi penuh dalam hubungan antara Hallyu (Korean Wave) dan niat berkunjung.
PENGARUH WORK-LIFE BALANCE TERHADAP KINERJA KARYAWAN PADA PT ASURANSI JIWA MANULIFE INDONESIA DI SURABAYA Eldon, Davin; Nugroho, J.L. Eko; Widjaja, M.E. Lanny Kusuma
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53375

Abstract

This study analyzes the influence of work-life balance, job satisfaction, work motivation, and organizational commitment on employee performance at PT Asuransi Jiwa Manulife Indonesia in Surabaya. This research uses the quantitative method using Structural Equation Modeling-Partial Least Square (SEM-PLS) with the assistance of the SmartPLS 3 software. The data used in this research is primary data that was collected through questionnaires which was distribute to all employees working at PT Asuransi Jiwa Manulife Indonesia via google form. The sample in this research is 117 employees working at PT Asuransi Jiwa Manulife Indonesia that lives in Surabaya. This study shows that work-life balance, job satisfaction, work motivation, and organizational commitment have a positive and significant effect on employee performance. Keywords: Work-life Balance, Job Satisfaction, Work Motivation, Organizational Commitment, Employee Performance
PENGARUH SERVICE QUALITY, BRAND IMAGE, DAN BRAND TRUST TERHADAP KEPUTUSAN PENGGUNAAN MASKAPAI CITILINK DI INDONESIA Deza , Saffana Khalisha; Agus, Agus Maolana Hidayat
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53440

Abstract

Aviation companies are a service industry that drives the national economy through air transportation services. This industry is the third most affected by Covid-19 in the transportation sector. The decline in demand, travel restrictions, and state regulations have changed passengers' perceptions or perspectives regarding air transportation through service quality, brand image, brand trust, and usage decisions of airline passengers. This research aims to determine the response and influence of changes in passenger perceptions or perspectives regarding air transportation through service quality, brand image and brand trust on the decision to use Citilink airline in Indonesia after the Covid-19 pandemic. This type of research is quantitative with a descriptive approach involving 420 airplane passengers who used Citilink in Indonesia after the pandemic. The sampling technique in this research uses non-probability sampling, which is processed using SmartPLS 3.2.9 This research proves that service quality, brand image and brand trust have a positive and significant influence at various levels on the decision to use Citilink airline in Indonesia with consumer perceptions which can be categorized as good.
NAVIGATING CORPORATE BRAND CRISIS MANAGEMENT IN THE NETWORK ENVIRONMENT: AN IN-DEPTH ANALYSIS Xiayu, Song
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.53442

Abstract

Abstract.  This research immerses itself in Indonesia's dynamic network landscape during the transformative Internet era. Geographically centered, it provides nuanced insights into brand crisis management within the local cultural and regulatory context, utilizing big data analytics to explore public sentiment during brand crises through online channels. The temporal focus on 2023 allows a detailed analysis of crisis impacts and evolving management strategies in Indonesia. Real-time data collection ensures immediate scrutiny of post-crisis public responses on social media, illuminating sentiment dynamics within the local online ecosystem. While rooted in Indonesia, the research aims to contribute globally, offering insights applicable across regions and industries. Focusing on case studies from Chinese and Indonesian firms over the last five years ensures relevance, comparability, and a robust analytical foundation for effective brand crisis management.   Abstrak Penelitian ini mengeksplorasi ekosistem daring yang dinamis di Indonesia dalam era Internet transformatif. Penelitian berfokus secara geografis, memberikan perspektif berbeda mengenai manajemen krisis pada sebuah brand dalam konteks budaya dan peraturan lokal, memanfaatkan analisis big data untuk mengeksplorasi sentimen publik selama krisis brand terjadi melalui saluran daring. Fokus temporal pada tahun 2023 memungkinkan analisis rinci mengenai dampak krisis dan strategi pengelolaan yang berkembang di Indonesia. Pengumpulan data secara real-time memastikan pengawasan langsung terhadap tanggapan masyarakat pasca krisis di media sosial, sehingga memperjelas dinamika sentimen dalam ekosistem daring lokal. Meskipun penelitian ini berbasis di Indonesia, penelitian ini bertujuan untuk berkontribusi secara global dan memberikan wawasan yang dapat diterapkan di berbagai wilayah dan industri. Berfokus pada studi kasus perusahaan Tiongkok dan Indonesia selama lima tahun terakhir memastikan relevansi, komparabilitas dan landasan analitis yang kuat untuk manajemen krisis pada sebuah brand yang efektif.
PERAN MASYARAKAT DALAM PERENCANAAN SUMBER DAYA MANUSIA DI PEMERINTAHAN DESA DAHANA TABALOHO KOTA GUNUNGSITOLI Halawa, Pinta Ayuningsih; Ndraha, Ayler Beniah; Lase, Heseziduhu; Mendrofa, Yupiter
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 10 No 3 (2023): JMBI UNSRAT Volume 10 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v10i3.53454

Abstract

Abstract. The importance of the community's role in Human Resources (HR) planning is reflected in their ability to provide input, aspirations and needs that are more accurate in accordance with local realities. Involving the community in the HR planning process not only creates policies that are more relevant to real needs at the village level, but also builds active participation and a sense of community ownership of the resulting policies. The research method used in this research is a qualitative research method, with data collection techniques through interviews and observation. The variable of this research is HR planning. The research results show that involving the community in HR planning can ensure that the policies and programs designed are more relevant, sustainable and responsive to the real needs of local communities. Active community participation can also increase acceptance and implementation of HR policies, create broader involvement, and strengthen connectivity between village government and its citizens to achieve holistic sustainable development. In an effort to improve village governance in Dahana Tabaloho Village, Gunungsitoli City, key steps need to be implemented, such as procuring competent candidates, training for increasing community participation in planning, implementing discipline with budget transparency, and performance evaluation. periodically. Abstrak. Pentingnya peran masyarakat dalam perencanaan Sumber Daya Manusia (SDM) tercermin dalam kemampuan mereka untuk memberikan masukan, aspirasi, dan kebutuhan yang lebih akurat sesuai dengan realitas lokal. Melibatkan masyarakat dalam proses perencanaan SDM tidak hanya menciptakan kebijakan yang lebih relevan dengan kebutuhan nyata di tingkat desa, tetapi juga membangun partisipasi aktif dan rasa memiliki masyarakat terhadap kebijakan yang dihasilkan. Metode penelitian yang digunakan dalam penelitian ini adalah metode penelitian kualitatif, dengan teknik pengumpulan data melalui wawancara dan observasi. Variabel penelitian ini adalah perencanaan SDM. Hasil penelitian menunjukan bahwa melibatkan masyarakat dalam perencanaan SDM dapat memastikan bahwa kebijakan dan program yang dirancang lebih relevan, berkelanjutan, dan responsif terhadap kebutuhan riil masyarakat setempat. Partisipasi aktif masyarakat juga dapat meningkatkan penerimaan dan implementasi kebijakan SDM, menciptakan keterlibatan yang lebih luas, serta memperkuat keterhubungan antara pemerintah desa dan warganya untuk mencapai pembangunan berkelanjutan yang holistik. Dalam upaya meningkatkan tata kelola pemerintahan desa di Desa Dahana Tabaloho, Kota Gunungsitoli, langkah-langkah kunci perlu diterapkan, seperti pengadaan calon-calon yang kompeten, pelatihan untuk anggota BPD, peningkatan partisipasi masyarakat dalam perencanaan, penerapan disiplin dengan transparansi anggaran, dan evaluasi kinerja berkala.

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