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FIRM: Journal of Management Studies
Published by President University
ISSN : 25275852     EISSN : 25413473     DOI : 10.33021/firm
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
FIRM: Journal of Management (Print ISSN: 2527-5852; Online ISSN 2541-3473) is a scientific journal in the field of management that publishes scientific writings on pure and applied research as well as general commentaries on the development of theories, methods and related applied sciences. The FIRM journal is published biannually, in March and September, and has a scope relevant and related (but not limited) to aspects of marketing & tourism, entrepreneurship, financial management, human resources management, organizational behavior, consumer behavior.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Strategi dan Menejemen
Articles 135 Documents
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THE INFLUENCE OF CUSTOMER SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND ITS IMPLICATION ON LOYALTY: A SURVEY ON MICE CUSTOMERS IN HOTELS Suresh Kumar; Jessica Samtani
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1542

Abstract

This research was conducted to determine the Influence of Customer Service Quality towards Customer Satisfaction and its implication on Loyalty among MICE Customers in Hotels surrounding Bekasi. For service quality, instead of applying the famous SERVQUAL, this study uses the newly build service quality for hotel industry, HOLSERV.  Quantitative data analysis was applied to test the relationship among the variables. Prior to that, data were tested for its validity and reliability. Customers of hotels surrounding Bekasi were taken as the respondents with the help of hotel managers who participated in the study. Participants were taken not only those experiencing MICE but also from the employee category assuming the degree of exposure to MICE much higher than students. Structural equation modelling was applied to test the influencing factors among the variables since it has better details in results compare to multiple regression technique. The result shows all the variables in HOLSERV have a significant influence on Customer Satisfaction which leads to Customer loyalty. In addition, customer satisfaction itself has proven to be significant to loyalty. 
ANALISIS TINGKAT KINERJA, TINGKAT KEPENTINGAN DAN TINGKAT KESESUAIAN BAURAN PEMASARAN YAKULT DI KOTA PONTIANAK Andry Lindi Lim
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1434

Abstract

Penelitian ini bertujuan untuk mengetahui kebijakan pemasaran yang diteliti, meliputi produk (product), harga (price), saluran distribusi (place), promosi (promotion) terhadap minuman Yakult, dan tanggapan responden atas penjualan Yakult dan tanggapan terhadap penjualan retailer yang menjual produk pada konsumen akhir.  dan penulis membatasinya pada Analisis Tingkat Kepentingan, Tingkat Kinerja dan Tingkat Kesesuaian Bauran Pemasaran Yakult  di Kota Pontianak. Metode deskriptif dan teknik pengumpulan data dilakukan dengan melakukan wawancara, studi dokumenter dan kuesioner. Populasinya adalah para konsumen langsung. Teknik pengambilan sampel dari populasi menggunakan purposive sampling dengan 100 responden. Hasil penelitian menunjukkan hasil sangat sesuai. Hasil perhitungan adalah: Produk (product) dengan nilai tingkat kesesuaian sebesar 97,24 persen, harga (price) dengan nilai tingkat kesesuaian sebesar 99,23 persen,  saluran distribusi (place) dengan nilai tingkat kesesuaian sebesar 98,73 persen dan promosi (promotion) dengan nilai tingkat kesesuaian sebesar 98,57 persen. Tingkat kinerja kepentingan harga (price) kebijakan menempati peringkat pertama, kebijakan saluran distribusi (place) menempati peringkat kedua, Promosi (promotion) menempati peringkat ketiga, kebijakan produk menempati peringkat keempat. Saran-saran mencakup: Tingkatkan media sosial, dengan pemberian penghargaan atau hadiah kepada pengecer yang dapat menjual produk dalam jumlah banyak, dan melakukan inovasi produk dengan menambah rasa yang beragam untuk meningkatkan jumlah konsumen.
THE EFFECT OF ONLINE CONSUMER INTERACTION AND SHOPPING MOTIVATION ON PURCHASE INTENTION Kunthi Kusumawardani; Poppy Purniasari
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1555

Abstract

Consumer interaction has become more important than ever. The interaction may happen on various platforms, for instance, brand webpage and social media. This study aims to examine the consumer interaction and shopping motivation on purchase intention mediated by EWOM, brand awareness, and brand attitude in the beauty products context. After gathered 300 valid respondents, this study used Structural Equation Modelling (SEM) to analyze the data. The results showed that purchase intention is influenced directly by E-WOM, opinion seeking, annoyance, and brand attitude. Besides, E-WOM is mediating brand page commitment and annoyance to purchase intention. Interestingly, viral advertisement, brand awareness, and brand page commitment do not influence purchase intention directly. Research implications and directions for future studies are discussed.
BEKASI REGENCY WORKFORCE READINESS TO WORK IN THE PAPERLESS OFFICE Fiya Fauha Umaima; Erny Hutabarat
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1529

Abstract

AbstractThe increasing amount of paper consumption has an impact on the environment; forest (ecosystem and species), and pollution. On the other hand, the society shifts in the direction of green environment through the growth of Paperless Office world. The purpose of this research was to investigate how capable and available the workforce is to work in the Paperless Office with substitutes such as the digital mode in carrying out their duties. Quantitative methods were used with a population of Bekasi Regency people aged 17-64 years and the sample were 155 respondents. The data were analyzed using the SPSS v.22 tool and SEM-PLS method with SmartPLS 3.0 tool. The study found that environmental awareness did not have a significant influence on workforce readiness, where the higher the level did not influence Bekasi Regency workforce readiness to work at the Paperless Office. Meanwhile, digital competence and digital usage behaviour have been found to have a significant influence on the readiness of Bekasi Regency workforce to work at the Paperless Office.
THE MEDIATION EFFECT OF CUSTOMER SATISFACTION IN RELATIONSHIP BETWEEN PRODUCT QUALITY AND SERVICE QUALITY TOWARDS CUSTOMER LOYALTY IN FUZEE SUSHI Charly Hongdiyanto; Kevin Liemena
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1557

Abstract

Food and beverage industry in Indonesia has been growing constantly every year and also contributed to manufacture and economy growth in both current and the next following years. The important role of food and beverage industry is transparent through the consistent contribution and significant impact toward Gross Domestic Product and food and beverage startup businesses has been experiencing growth every year due to the growth of population in Indonesia. This study was made to know the effect of product quality and service quality towards customer loyalty of Fuzee Sushi. There is also customer satisfaction as a mediator between product quality and service quality to customer loyalty. This research aims on Fuzee Sushi’ customers that has bought the product more than once. An online questionnaire was distributed to the entire sample and used five points Likert scale as a measurement method. The data are analyzed using Partial Least Square. The result of this research showed that product quality has positive relationship toward customer loyalty directly however, service quality does not have positive impact directly toward customer loyalty. Product quality and service quality mediated by customer satisfaction has positive impact towards customer loyalty. The findings purpose is to understand more about product quality, service quality, customer satisfaction, and customer loyalty relationship in start-up food and beverage business in Indonesia. 
THE RAISING CONCERN OF FOOD WASTE AND FOOD LOSS IN INDONESIA TO ACHIEVE A SUSTAINABLE CONSUMPTION Agung Ayu Putri Kinanti; Tahnia C Heidra; Yunita Ismail Masjud
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1164

Abstract

The effect of food waste and food loss is more severe than other recent environmental issues such as plastic usage. Every year, Indonesia needs a 19 million kilos food supply, yet 1.3 billion tons per year being wasted and lost, which affects the value of food and production itself and hazardous to the environment. It is estimated yearly, food waste producing 3.3 billion tons of CO2 and wasted 1.4 billion hectares of ripe land for vain. Globally, many individuals, organizations, and governments in several countries campaign to raise awareness to face this problem, including Indonesia. With the government's help, many organizations encounter this environmental issue by online media approach, physical campaign, encouraging households to reduce food loss by giving knowledge, and many more. They are reflecting other countries also become one of the ideas that can be implemented by society.
INFORMATION TECHNOLOGY ON ECONOMIC GROWTH AND STABILITY T Handayani; R T Aprilia; O Widaningsih; F N Kesuma; R Jumansyah
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1560

Abstract

This research aims to analyze how the role of information technology on economic growth and stability. Information technology at this time can be an important indicator of economic growth and stability. It is hoped that with information technology, a country can increase the production of goods and services. This research used descriptive qualitative in nature and with a literature review. The sample in this study is the growth and stability that occurs in various countries, especially Indonesia. This research discusses how information technology helps in increasing growth and stability in a country. The results of this study indicate that information technology is very influential on economic growth and stability. The role of information technology has the most influence on economic growth is to increase the effectiveness of resource allocation in organizations by 85.2%. and 77.8% of the response to information technology can increase the amount of investment in a company. The use of information technology will also speed up the production process by reducing the time needed to sort components and raw materials while reducing the potential for errors. it can be concluded that information technology is very influential in the economic growth rate of 96.3% respondents
EXAMINING THE FACTORS INFLUENCING REPURCHASE INTENTION IN USING LION AIR Rendika Nugraha; Annisa Ramadhanti
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1380

Abstract

The purpose of this study is to determine whether service quality, brand image, brand trust, and flight experience have influence towards repurchase intention in using Lion Air. This study is using quantitative method with 7 Likert-scale, from strongly disagree to strongly agree. The statements are adopted from various prior research. The data was distributed by online and directly to the person. The total sample used in this study is 347 respondents who ever flied with Lion Air at least twice from January 2019 to October 2019. The data was tested by using statistical software for validity and reliability and using Structural Equation Model for model fit and hypothesis testing. The findings indicate the factors that influencing customers repurchase intention in using Lion Air. Out of 6 hypotheses there are 4 hypotheses that are has a significant relationship which are service quality towards brand image, service quality towards brand trust, brand image towards brand trust, and brand trust towards repurchase intention. Meanwhile, the rest 2 hypotheses are found to be not significant, which are flight experience towards brand trust and brand image towards repurchase intention. There are many factors why it is rejected, such as price, needs, influence from others, the choice of routes, and frequent flight frequencies. This study is the first study that combine flight experience factor in determining customer repurchase intention in using Lion Air.
ANALISA KELAYAKAN BISNIS TAS TENUN HERITAGE DI BOGOR Sonny Sonny; Muhamad Surya Prabawa
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1458

Abstract

ABSTRAK Penelitian ini merupakan analisis kelayakan bisnis tas tenun ikat merek Heritage di Bogor. Analisa kelayakan terdiri dari dua analisa, yaitu analisis industri dan perencanaan keuangan. Industri akan dianalisa menggunakan SWOT analysis. Dari sisi keuangan, akan dianalisa menggunakan Return on Asset (ROA) dan Payback Period (PP). Perhitungan ROA didapatkan hasil 33%, menghasilkan laba bersih positif sebesar Rp. 96,232,321 ; PP dalam jangka waktu 3,1 tahun. Kesimpulan penelitian ini dari aspek industri dan finansial, bisnis Heritage ini layak untuk dijalankan. ABSTRACTThis study is an business feasibility of Heritage’s brand woven bag business in Bogor. The feasibility consists of two analysis, namely industrial analysis and financial planning. The industry will analyze using SWOT analysis. From the financial side, it will be analyzed using Return on Assets (ROA) and Payback Period (PP). ROA calculation results obtained 33%, resulting in a positive net profit of Rp. 96,232,321; and PP for a period of 3.1 years (less than 5 years). The conclusion of this research from the industrial and financial aspects, the Heritage woven bag business is feasible to run. 
E-COMMERCE ON THE SUCCESS OF MICRO, SMALL AND MEDIUM ENTERPRISES A Riyanto; M Khairi; R H Asmara; H Saputra
FIRM Journal of Management Studies Vol 6, No 2 (2021): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v6i2.1559

Abstract

This study aims to analyze the role of e-commerce in business success in the meta-measure path. E-Business is a new business model that provides significant benefits such as savings in the cost of fast execution of business transactions and encourages the globalization of business activities, thereby removing barriers to market penetration. E-Business is developed in large companies and creates in Micro, Small, and Medium Enterprises (SMEs). Small and Medium Enterprises (SMEs) are an essential part of a country or region's economy, including Indonesia. The method used is a qualitative analysis method with case studies. This study uses four micro-scale entrepreneurs who use e-commerce in carrying out their business activities as research objects. The analysis process is carried out based on e-commerce in Small and Medium Enterprises (SMEs) in Bandung. This picture is obtained through direct interviews with the object of research. Based on the study results, it can be concluded that, in general, e-commerce has a role that can help uses four micro-scale entrepreneurs in improving their business development. The results of the analysis also explain that the four micro-scale entrepreneurs persist in using e-commerce.

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