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Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset
Published by Asosiasi Riset Ilmu Manajemen dan Bisnis Indonesia
ISSN : 29886031     EISSN : 29885418     DOI : 10.61132
Core Subject : Economy, Science,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance
Human Resource Management, Financial Management, Marketing Management, Public Sector Management, Operations Management, Supply Chain Management, Corporate Governance, Business Ethics, Management Accounting and Capital Markets and Investment.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 509 Documents
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Analisis Strategi Bersaing Toko Audy Pakan Store Kecamatan Sesean Kelurahan Palawa’ Desa To’karau Berbasis Porter’s Five Forces Claudya Maudy; Isak Pasulu’; Mey Enggane Limbongan
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 4 (2026): Juli: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i4.2713

Abstract

This study aims to analyze the five competitive forces of the livestock feed industry at the rural level and formulate adaptive competitive strategies for Audy Pakan Store in To’Karau Village, North Toraja Regency. Utilizing Porter’s Five Forces analytical framework, this research evaluates five core dimensions: rivalry among existing competitors, threat of new entrants, threat of substitute products, bargaining power of suppliers, and bargaining power of buyers. A qualitative descriptive case study approach was adopted, gathering empirical data through in-depth interviews with five key informants (store owner, employee, two regular customers, and main supplier), non-participatory observation, and documentation. Data analysis was interactively conducted through data reduction, data display, and conclusion drawing. The findings demonstrate that rivalry among existing competitors and the bargaining power of buyers are at a high level, driven by price sensitivity, product homogeneity, and information transparency in the local market. The threat of substitute products and the bargaining power of suppliers are moderately high due to feed price fluctuations and reliance on specific supplier channels. Conversely, the threat of new entrants remains at a moderate level, constrained by customer loyalty and established personal relationships. Audy Pakan Store is recommended to implement a hybrid competitive strategy focusing on service quality differentiation, flexible customer relationship management, and product portfolio diversification.
Analisis Break Even Point (BEP) dan Profitabilitas pada Usaha Cafe: Studi Kasus di Cafe Maballo Toraja Utara Febrianto Leonard Kadang; Yohanis L. Ta'dung; Astriwati Biringkanae
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 4 (2026): Juli: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i4.2714

Abstract

This study aims to analyze the Break Even Point (BEP) and profitability of Cafe Maballo in North Toraja during the 2022-2024 period. The culinary industry, especially coffee shops, has experienced rapid growth in Indonesia, yet many business actors face challenges in cost management and profit planning. BEP analysis is an important tool to determine the sales break-even point, while profitability measures the business's ability to generate profit. This research uses a descriptive quantitative approach with monthly financial data from Cafe Maballo over 36 months (2022-2024). Data analysis techniques include calculating Contribution Margin (CM), Contribution Margin Ratio (CMR), BEP in Rupiah, Margin of Safety (MoS), and profitability Ratios (Gross Profit Margin/GPM, Net Profit Margin/NPM, and Return on Assets/ROA). The results showed that Cafe Maballo's opeRational cost management was efficient, with CM increasing from Rp256,880,000 (2022) to Rp284,903,000 (2024) and CMR stable at 50-51%. The BEP in Rupiah was successfully reduced to Rp121,464,776 in 2024 with MoS reaching 78.06%, indicating a very high sales safety margin. Business profitability showed excellent performance with GPM consistently above 80%, NPM increasing to 20.88%, and ROA reaching 77.07% in 2024. This study concludes that Cafe Maballo has achieved its break-even point with healthy profitability levels, as evidenced by all financial indicators showing positive trends and exceeding the culinary industry standards
Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Nasabah pada PT. Pegadaian Unit Pelayanan Cabang (UPC) Paniki Thelya Visencia Claribel Kansil; Cysca Langi; Nisba Silvana; Efendy Rasjid
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2715

Abstract

This study aims to examine the effect of service quality and facilities on customer satisfaction at PT. Pegadaian Branch Service Unit (UPC) Paniki. The research was motivated by several issues in service delivery, including long waiting times, changes in fund disbursement procedures, uncomfortable room temperatures, limited parking space, and an inefficient queue number system, which may affect customer satisfaction. This study employed a quantitative approach with a descriptive method. The sample consisted of 50 PT. Pegadaian UPC Paniki customers selected using non-probability purposive sampling. Data were collected through questionnaires using a Likert scale and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS version 4.1.1.8. The analysis included outer model evaluation through validity and reliability testing, as well as inner model evaluation through the coefficient of determination (R²), effect size (f²), and hypothesis testing using bootstrapping. The results indicate that service quality has a positive and significant effect on customer satisfaction. Facilities also have a positive and significant effect on customer satisfaction. Simultaneously, service quality and facilities contribute significantly to improving customer satisfaction. These findings emphasize the importance of improving service quality, process efficiency, and supporting facilities to enhance customer satisfaction sustainably.
Pengaruh Kemudahan Penggunaan dan Kualitas Layanan Elektronik terhadap Kepuasan Pengguna Aplikasi Wondr By BNI pada Mahasiswa Jurusan Administrasi Bisnis Politeknik Negeri Manado Virginia Syalomita; Precylia Ribka Rambing; Rolyke Tulangow; Efendy Rasjid
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2716

Abstract

This study aims to examine and analyze the influence of perceived ease of use and electronic service quality on user satisfaction with the Wondr by BNI application among students of the Business Administration Department at Manado State Polytechnic. The study was motivated by the existence of several issues in using the application, including features that are not yet fully easy to understand, system disruptions during transactions, and electronic service quality that has not fully met users' expectations. These conditions are assumed to affect the level of user satisfaction with the Wondr by BNI application. This study employed a quantitative approach using a descriptive research method. The sample consisted of 50 respondents selected through Probability Sampling using the Simple Random Sampling technique. Data were collected through questionnaires based on a five-point Likert scale and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with SmartPLS version 4.1.1.8. The analysis included the evaluation of the outer model and inner model, followed by hypothesis testing using the bootstrapping technique. The results indicate that perceived ease of use and electronic service quality have a positive and significant effect on user satisfaction with the Wondr by BNI application. Simultaneously, both variables also have a significant influence on improving user satisfaction. Therefore, PT Bank Negara Indonesia (Persero) Tbk. is expected to continuously enhance the application's ease of use and the quality of its electronic services in order to provide a better user experience and improve overall user satisfaction.
Implementasi Penanganan Lonjakan Penumpang Peak season di PT. Pelni (Persero) Cabang Bitung Latipa Apriyanti Sameth; Jemmry Recy Winokan; Rolyke Tulangow
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2717

Abstract

This study analyzes the implementation of operational management at PT Pelni (Persero) Bitung Branch in handling passenger surges during the 2025-2026 Nataru peak season, examined through four operational management functions: Planning, Organizing, Actuating, and Controlling (POAC). A qualitative method with an intrinsic case study approach was used, with data collected through in-depth interviews with five informants directly involved in operational activities. The results show that planning was proactive and systematic, utilizing historical passenger data projections, routine coordination, fleet ramp checks, and a 30% capacity dispensation to anticipate a passenger increase of up to 15,995 people. Organizing was implemented through clear job descriptions and cross-agency synergy facilitated by the Nataru Command Post, although the additional personnel deployed were not proportional to the increased operational workload. The embarkation and disembarkation process followed a three-stage system supported by batching and a spiral gate to maintain passenger flow and minimize congestion. Supervision was conducted through tiered and real-time monitoring, accompanied by periodic evaluations. The study concludes that operational management has been implemented fairly effectively, although improvements are still required, particularly in human resource adequacy and cybersecurity risk mitigation.
Pengaruh Persepsi Kemudahan Penggunaan dan Persepsi Kegunaan terhadap Minat Menggunakan Aplikasi Wondr by BNI pada Mahasiswa Politeknik Negeri Manado Mandie Pantow; Melky Krisna Elia Paendong; Rolyke Tulangow
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2723

Abstract

This study aims to examine the implementation of the Wondr by BNI application and analyze the effect of Perceived Ease of Use and Perceived Usefulness on Behavioral Intention to Use among students of Politeknik Negeri Manado. This research employed a quantitative approach using descriptive and associative mothods. The population consisted of 300 students, with 39 respondents selected using the Slovin formula and purposive sampling. Data were collected through questionnaires and analyzed using SPSS, including multiple linear regression,, t-test, F-test, and coefficient of determination The results indicate that the implementation of the Wondr by BNI application is categorized as good. Partially, Perceived Ease of Use and Perceived Usefulness do not have a significant effect on Behavioral Intention to Use. However, simultaneously, both variables have a positive and significant effect on Behavioral Intention to Use the Wondr by BNI application. The Adjusted R Square value of 32,4% indicates that Behavioral Intention to Use is explained by Perceived Ease of Use and Perceived Usefulness, while the remaining 67,6% is influenced by other factors outside this study.
Promosi Digital dan Pertumbuhan Transaksi E-Commerce di Indonesia: Analisis Empiris atas Peran Diskon, Gratis Ongkir, dan PayLater 2019-2025 Fajar Rakasiwi Syamsuddin
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2728

Abstract

This study examines the growth dynamics of Indonesia's e-commerce transactions and evaluates the role of three highly salient digital promotion instruments - discounts, free shipping, and PayLater - over the 2019-2025 period. The study's novelty lies in connecting official national transaction statistics from Bank Indonesia with enterprise-level e-commerce statistics from BPS and recent empirical findings on promotion-driven consumer behaviour, enabling a more mechanism-oriented interpretation of aggregate transaction growth. The study applies an empirical-descriptive design using official secondary data, primarily Bank Indonesia's payment system statistics, BPS e-commerce statistics, and digital economy policy documents. The analysis combines trend analysis, periodisation, an evidence matrix, and critical cross-source synthesis to maintain transparency and replicability. The findings show that Indonesia's e-commerce transaction value rose from about IDR 205.5 trillion in 2019 to IDR 476 trillion in 2022 and IDR 487 trillion in 2024, with an official projection of around IDR 738 trillion in 2025. The expansion was not driven solely by digital channel adoption; it was also reinforced by a promotional architecture that lowered effective shopping costs, reduced checkout friction, and widened access to deferred payment. Practically, the findings suggest that discounts, free shipping, and PayLater should be managed as calibrated growth instruments rather than merely tactical sales gimmicks. Theoretically, the study supports the view that digital promotion affects e-commerce growth through a combined price, convenience, and liquidity mechanism.
Analisis Customer Relationship Management (CRM) terhadap Loyalitas Pengguna Jasa Pelayaran Domestik di Kota Semarang Suprayogi, Yudis; Sudirja, Frans; Juniarto, Galuh; Riyanto, Joko
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2732

Abstract

This study aims to analyze the effect of Customer Relationship Management (CRM) on customer loyalty among domestic shipping service users in Semarang City. The variables examined include contact quality, service personalization, and trust as predictors of customer loyalty. This study employed a quantitative approach using a survey method. Data were collected from 100 respondents through a Likert-scale questionnaire and analyzed using multiple linear regression with the assistance of JASP software. The results showed that the majority of respondents gave positive assessments of contact quality, service personalization, and the reliability of the trust provided by the company. Inferential analysis indicated that service personalization and trust had a significant effect on customer loyalty, while contact quality served as a supporting factor in building relationships with service users. These findings reinforce relationship marketing theory, which emphasizes trust and personalization as key mechanisms for developing long-term relationships and customer commitment. The study provides managerial implications for shipping companies to integrate data-driven CRM, improve service personalization, strengthen customer trust, and optimize contact quality as part of customer retention strategies. These efforts are expected to increase customer satisfaction, strengthen long-term relationships, and enhance customer loyalty in the domestic shipping service sector.  
Analisis Penerapan Booking service dalam Meningkatkan Kepuasan Pelanggan pada CV. Kombos Tendean Manado Miranda Riska Rauan; Margaretha Annatje Rundengan; Reski Amalia S
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2734

Abstract

This study examines how the booking service system is carried out and what shapes its contribution to customer satisfaction at CV. Kombos Tendean Manado, an authorised automotive workshop in Manado, North Sulawesi. A descriptive qualitative design was applied, involving five purposively selected informants: two Maintenance Reminder Appointment officers and three Service Advisors. Data were gathered through field observation, in-depth interviews built around ten guiding questions, and documentation of company records and standard operating procedures. Analysis followed the interactive model of Miles, Huberman and Saldana, while credibility was tested through source and technique triangulation, prolonged observation and member checking. The findings show that the booking flow already runs in an orderly manner, beginning with schedule offers by telephone and WhatsApp, recording in the Dealer Management System, reconfirmation one day before arrival, vehicle reception and initial inspection, and ending with a follow-up call three days after delivery. Cross-functional coordination and transparent communication with customers emerged as the strongest supporting factors. The obstacles, by contrast, are largely structural: demand surges in the morning and towards weekends, limited stalls and technicians, late arrivals or sudden cancellations, and additional work discovered only during inspection. Implementation broadly conforms to the standard operating procedure, although follow-up on cancelled bookings remains inconsistent. The study recommends an automated reminder feature, an online booking channel, added technician capacity during peak hours, and a more structured measurement of customer satisfaction.
Digitalisasi Layanan dan Kualitas Sistem Informasi terhadap Kualitas Layanan Sertifikasi melalui Kepuasan Pengguna pada BNSP Febie Dwikha Permatasari; Wachyu Hari Haji
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2735

Abstract

The increasing demand for work competency certification has strengthened the need for reliable, accessible, and user-oriented digital public services. However, the expansion of digital services does not necessarily lead to improved service quality when users continue to experience problems related to system reliability, information clarity, and service processes. This study examines the effects of digital service and information system quality on work competency certification service quality, with user satisfaction as a mediating variable. An explanatory quantitative approach with a cross-sectional survey design was employed among managers of licensed first-party vocational school professional certification institutions in West Java. The data were analyzed using Partial Least Squares Structural Equation Modeling with SmartPLS. The findings show that digital service does not directly have a significant effect on service quality, whereas information system quality has a positive and significant effect. Digital service and information system quality both increase user satisfaction, while user satisfaction has a positive and significant effect on service quality. User satisfaction fully mediates the relationship between digital service and service quality and partially mediates the relationship between information system quality and service quality. These findings highlight the central role of user satisfaction in translating digital service experiences into perceived service quality and emphasize system reliability, information accuracy, accessibility, and user experience as key priorities for improving BNSP certification services.

Page 49 of 51 | Total Record : 509

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