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INDONESIA
Widya Cipta : Jurnal Sekretari dan Manajemen
Published by Universitas Bina Sarana Informatika
ISSN : 25500805     EISSN : 25500791     DOI : https://doi.org/10.31294/widyacipta
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
Widya Cipta: Jurnal Sekretari dan Manajemen first publication in 2017 with P-ISSN: 2550-0805 E-ISSN: 2550-0791 contains scientific writings on conceptual ideas, studies, theoretical applications, literature studies, and research results that have a focus on management, social, secretarial, economic, and business developments. Widya Cipta: Jurnal Sekretari dan Manajemen published by LPPM Universitas Bina Sarana Informatika
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 33 Documents
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Customer Loyalty Model of Export Product Shipment Certification Lubis, Muchdy; Hartoyo, Hartoyo; Zulbainarni, Nimmi
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 9 No. 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.12190

Abstract

This study explores a loyalty model for customers of PT. XYZ, a certification body managing export product shipment certification. It examines the role of service quality, customer satisfaction, trust, and loyalty and aims to identify areas for improvement. The questionnaires were distributed to 119 companies, but only 104 companies became research respondents. The data was collected using convenience sampling and telephone surveys. Results indicate that customer satisfaction is significantly shaped by five Servqual service quality dimensions: tangibility, empathy, reliability, responsiveness, and assurance. These dimensions also substantially influence customer trust. Satisfaction and trust directly affect customer loyalty, with indirect effects mediated through trust. Specifically, reliability impacts trust via satisfaction, and assurance impacts trust through satisfaction. Satisfaction, in turn, drives loyalty through trust. For further improvements in service quality, it is recommended PT. XYZ conducts training personnel in communication and regulatory compliance. PT. XYZ is also suggested to conduct document control and personal protective equipment management training.
Moderating Effect of Trust on Determinants of Customer Satisfaction Factors Muhammadinah, Muhammadinah; Palengka, Muhammad Fajri; Bayumi, Muhammad Rahman; Maulana, Chandra Zaky
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 9 No. 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.12192

Abstract

In connection with customer satisfaction of mobile banking users, there are several problems, including being vulnerable to “smishing” fraud, one of which involves rogue mobile applications. This study aims to determine the role of trust in moderating the effect of security level, and service features on customer satisfaction of mobile banking users of Bank Sumsel Babel Syariah UIN Raden Fatah Palembang Branch Office. This type of research is quantitative using statistical techniques to test the hypothesis. The data used is primary data with data collection techniques using questionnaires distributed directly to 100 respondents as samples with accidental sampling techniques while secondary data uses literature studies. The data analysis technique in this study uses SmartPLS with outer model testing including convergent validity, average variance extracted (AVE) and composite reliability and inner model testing including R square and hypothesis testing. The results showed that based on testing convergent validity, average variance extracted (AVE) and composite reliability, it is known that all variables including their indicators are declared valid and reliable, then the R-square value is 0.579 which means that customer satisfaction can be explained by 57.9% by the variables of security level, service features and trust, while the remaining 42.1% is explained by other variables outside the study.  Then the results of hypothesis testing show that the variables of security level, service features and trust directly have a positive and significant effect on customer satisfaction. Then the trust variable is unable to moderate the effect of the level of security and service features on customer satisfaction. 
Exploration of Enterprise Risk: An Analysis of Financial Leverage, Intangible Assets, and Earnings Management Practices Sari, Erna; Sirait, Hisar; Basuki, Rizqy Aziz; Setyaningsih, Ratih Nur; Ramli, Rahmat
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 9 No. 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.12193

Abstract

This research project aims to investigate the impact of financial leverage, intangible assets, and earnings management on corporate risk within the manufacturing sector. The principal objective is to comprehend the manner in which these variables interact and exert influence on the overall risk profile of companies within this pivotal economic sector. Quantitative research methodology, utilizing secondary data sourced from the Indonesia Stock Exchange. The data collection process entails the documentation of financial reports and pertinent metrics, thereby facilitating a comprehensive analysis of the relationships between the identified variables. The application of statistical analysis techniques allows for the assessment of the significance and strength of these relationships, thereby providing insights into the dynamics of corporate risk management. The findings demonstrate that elevated financial leverage is linked to augmented financial risk, as organizations with substantial debt burdens encounter heightened difficulties in fulfilling their obligations during economic downturns. Furthermore, the existence of intangible assets, while potentially advantageous for growth, also introduces an element of uncertainty that can have a detrimental impact on corporate risk. Furthermore, the findings indicate that earnings management practices can distort the accurate representation of a company's financial health, leading to misinformed decision-making by stakeholders. In conclusion, the research highlights the significance of comprehending the interrelationship between financial leverage, intangible assets, and earnings management in the context of corporate risk mitigation. The insights gained from this study can assist management in making informed strategic decisions, thereby enhancing the resilience and sustainability of manufacturing firms in the face of economic challenges.
Hyper-Personalization For Customer Innovativeness, Customer Involvement and Adoption Intention Alfian, Rendi; Yuliana, Lingga; Perkasa, Didin Hikmah; Putra, Muhammad Farrel Risyawal
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 9 No. 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.12196

Abstract

In the context of smartphone product uptake, this study attempts to investigate how hyper-personalization can affect customer innovativeness and customer involvement. Businesses can offer features and information that are customized to each customer's tastes by using a hyper-personalization strategy, which can raise customer engagement and interest in using the product. Taking samples with 100 responders is possible using the purposeful sampling technique. Smartphone users in South Jakarta between the ages of 17 and 50 met the requirements to participate in this study. July 5–6, 2024, was the date of data gathering. Primary data sources are the source of the data. Google Form serves as an intermediary in the distribution of primary data in the form of a questionnaire. Smart PLS version 4.1.0.0 is a data processing program that may be used to analyze data using the partial least squares technique. The outcomes of the research support the first hypothesis, which holds that adopt intention is influenced by consumer innovation. The impact of consumer innovativeness on customer involvement is demonstrated by the second hypothesis. The research's managerial implications include the possibility for businesses in the smartphone sector to keep introducing innovative items to market as a result of the public's approval of new products. Consumers anticipate new products since they are accustomed to using smartphones.
Integration of Balanced Scorecard and Analytical Hierarchy Process as a Method of Performance Measurement and Target Strategy Selection Siagian, Wesly Mailander; Togatorop, Iqnatius Cahyo H.
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 9 No. 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.12226

Abstract

This study evaluates the performance of PT. XYZ, a prominent ready-mix concrete company in Toba Regency, North Sumatra, Indonesia, from 2018 to 2022. Utilizing a descriptive and quantitative research approach, data were gathered through document analysis, questionnaires, and interviews. The findings reveal significant financial weaknesses, particularly in the total asset turnover, return on investment (ROI), and debt-to-asset ratios. However, the company demonstrates strong performance in customer satisfaction, internal business processes, and learning and growth dimensions. Employing the Balanced Scorecard (BSC) framework, this research assesses these four perspectives and highlights the critical importance of the learning and growth perspective for strategic development. Through the integration of the Analytical Hierarchy Process (AHP), the study identifies the enhancement of information systems as a key strategic goal. This approach not only provides a comprehensive evaluation of PT. XYZ performance over the five-year period but also offers targeted recommendations for future business development and sustainable growth. PT XYZ overall performance is rated as good based on the Balanced Scorecard, with most indicators showing positive results, and the development of an information system is identified as a top priority to support the company's learning and growth.
Factors Influencing Behavior and Financial Welfare of MSMEs Widyastuti, Maria; Hermanto, Y. Budi; Astuti, Amanda Wahyu
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 9 No. 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.12227

Abstract

The aim of this research is to test financial literacy, self-control, optimism, deliberative thinking in determining the value of financial behavior and well-being. This research is explanatory/associative by testing hypotheses. The research population is MSME actors in East Java (Sidoarjo, Malang, Pasuruhan, Gresik), with a sample of 200 MSME actors, data collection using the purposive sampling method. The results of data processing with the help of the SmartPls analysis program show that financial literacy, self-control, optimism and deliberative thinking have a significant but weak direct and indirect influence on financial behavior and financial well-being. The results of this research provide meaning that financial literacy, self-control, optimism and deliberative thinking have a strategic role in explaining why the financial behavior and well-being of MSMEs is getting better and developing. So that the understanding of MSME players regarding: financial literacy must always be developed, self-control means that when spending money must be based on careful consideration, a spirit of optimism needs to be fostered because it will give rise to confidence that the results of the efforts made will be positive, profitable and as expected. Meanwhile, deliberative thinking is a planned, clear, considered decision-making process that influences personal decision making. 
Brand Reputation on Brand Performance in Surplus Indonesia Yuliana, Lingga; Apriyana, Nurliya; Perkasa, Didin Hikmah; Masnia, Masnia; Waty, Sully Sia; Pratama, Aldiwa; Maria, Nadiya Tristi
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 8 No. 2 (2024): September
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v8i2.12229

Abstract

The research presented here examines the impact of brand reputation on brand performance using the Indonesian Surplus case study. The study employed a quantitative descriptive methodology, surveying one hundred respondents in Jakarta who used the Surplus Indonesia application and purchased goods from partners between July and December 2023. Purposive sampling was used to select the target audience. Data analysis was conducted using Partial Least Square (PLS) with Smart PLS version 4.1 to accurately assess the relationship between brand reputation and brand performance. Respondents answered questionnaires distributed via Google Forms, which included a Likert scale ranging from one to five to measure perceptions of brand reputation and performance. The study's findings indicate that brand reputation has a significant and positive impact on brand performance, highlighting the importance of maintaining a strong brand reputation for business success. The research's management conclusion is that Surplus Indonesia's existence can function as a platform to assist small, medium, and large enterprises in the economy in managing food that is fit for human consumption. In addition, customers are urged to use caution when selecting the goods they wish to use. With the objective to reduce food waste and improve earth's chances of survival.
The Mediation of Buying interest to Shopping Lifestyle and Discount on Product Purchase Decision Abdulah, Budiman; Sandopart, Dewa Putu Yohanes Agata L.; Hapsari, Denintha Dwi
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 8 No. 2 (2024): September
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v8i2.12230

Abstract

This study aims to determine the effect of shopping lifestyle on buying interest, discounts on buying interest, buying interest in purchasing decisions, shopping lifestyle on purchasing decisions through buying interest and discounts on purchasing decisions through product buying interest in the Shopee Indonesia marketplace. This study uses a quantitative approach, with an unknown population and a sample of 200 respondents. The sampling technique uses a statistical calculation method, namely using the Hair et al formula. While the type of sample used is purposive sampling, the analysis method uses Structural Equation Modeling (SEM) SmartPLS software version 3.0. The results showed that shopping lifetsyle had a positive and significant effect on purchase intention, discount had a positive and significant effect on purchase intention, purchase intention had a positive and significant effect on purchasing decisions, shopping lifestyle had a positive and significant effect on purchasing decisions through purchase intention, discount had a positive and significant effect on purchasing decisions through purchase intention. The practical implications of this research are expected to help shopee companies to maintain sales promotions by providing discounts to their consumers, because shopping lifestyle and discounts have a significant influence on buying interest and purchasing decisions.
Mapping The Research Landscape of Customer Loyalty on Beauty Clinic Consumers Islami, Vina
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 8 No. 2 (2024): September
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v8i2.12234

Abstract

Beauty skin care has now become a necessity for everyone who wants healthy skin. The lifestyle of women demands more attention to appearance, for that skin care is very important for everyone. Skin and facial care is one of the main needs of modern women who will support their activities. This need is so noticed by skin health and beauty care service companies, that various skin and facial care clinic businesses have sprung up, especially in big cities. This paper contributes to this field by presenting an analysis of new econometric literature on academic research on customer loyalty in the beauty clinic industry. This method utilizes tools like VOSviewer to visualize and analyze bibliographic data, enabling researchers to identify key concepts, research directions, and emerging trends in a particular field. VOSviewer, a widely used software, helps in mapping relationships between concepts, determining research trends, and providing insights for future studies.sing. This study reviewed the comprehensive Scopus database, analyzing 383 documents to identify key metrics, such as influential publication sources, keywords, countries, affiliations, and authors. The results revealed a growing number of publications related to consumer loyalty.
The Effect of Service Quality Dimensions, Perceived Value, Customer Satisfaction, and Brand Love toward Customer Retention on First Media’s Subscribers Halim, Irwanto; Berlianto, Margaretha Pink
Widya Cipta: Jurnal Sekretari dan Manajemen Vol. 8 No. 2 (2024): September
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v8i2.12235

Abstract

In the dynamic telecommunications sector, customer retention is of paramount importance for companies like First Media in Indonesia, given the rapid technological advancements and increasing demand for high-quality services. This study explores the factors influencing customer retention, including service encounter communication, internet service quality, service convenience, perceived value, customer satisfaction, and brand love. Service encounter communication, service convenience, and internet service quality are examined in relation to their effect on perceived value, customer satisfaction, and customer retention. A comprehensive survey was conducted using Google Forms, with 49 indicators distributed across these variables, and data analysis was performed with 313 samples using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results indicate that service encounter communication has a positive and significant effect on perceived value, customer satisfaction, and customer retention. Service convenience positively affects customer satisfaction but does not affect perceived value or customer retention. Internet service quality has a positive influence on perceived value. Perceived value enhances customer satisfaction, leading to improved customer retention and brand love, which in turn positively influences customer retention. This study provides valuable insights for First Media to enhance customer retention and satisfaction. However, it has limitations in terms of variable selection and testing, suggesting opportunities for future research to explore additional factors contributing to customer retention and brand management.

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