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INDONESIA
Jurnal Tepak Manajemen Bisnis
Published by Universitas Riau
ISSN : -     EISSN : -     DOI : -
Core Subject : Science,
Decision Sciences, Operations Research & Management
Tepak adalah suatu tempat yang mempunyai bentuk khusus, di situ terhimpun beberapa jenis tanaman berupa Sirih, Kapur, Gambir dan Pinang yang harus ada pada setiap akan dimulainya acara adat melayu khusus di Riau.Tepak ini bermakna tempat yang tidak akan ditinggalkan dan harus ada seperti pepatah adat Melayu" Takkan lekang karena panas dan Takkan lapuk karena hujan"Dengan demikian dalam kontek judul jurnal Tepak Manajemen Bisnis memberikan arti bahwa dalam jurnal tersebut dapat menghimpun berbagai penelitian di bidang Manajeman bisnis.Jurnal ini akan tetap terbit sepanjang masa untuk mengeluarakan butir-butir Ilmu Pengetahuan di bidang Manajeman Bisnis yang berguna bagi pembangunan Negara dan Bangsa.
Arjuna Subject : -
Articles 195 Documents
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PENGARUH SERVICESCAPE TERHADAP SERVICE PERFORMANCE DAN CUSTOMER SATISFACTION PADA PELABUHAN KELAS IV PELINDO I CABANG RENGAT, KABUPATEN INDRAGIRI HULU, PROVINSI RIAU Kurniawan, Rieskie; Zulkarnain, Zulkarnain; Rustam, Bambang Rianto
Jurnal Tepak Manajemen Bisnis Vol 10, No 3 (2018)
Publisher : Jurnal Tepak Manajemen Bisnis

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The study conducted in Pelindo I Rengat branch or known as PelabuhanRengat. The purpose is to know the direct and indirect influence of servicescapetowards customer satisfaction through service performance as the mediating variable.Population are port users of Pelabuhan Rengat consists of 73 users. Samples taken bycensus to all port users of Pelabuhan Rengat. Variables used are servicescape asexogenous, customer satisfaction as endogeneus, and service performance as themediating variable. Data analyzed by using descriptive and SEM-PLS that assisted byWarpPLS 5.0. The study reveals that servicescape significantly influences serviceperformance, but not significantly towards customer satisfaction. Service performancehas significant influence towards customer satisfaction. Servicescape has indirectinfluence towards customer satisfaction mediated by service performance. Optimizingthe quality of servicescape and enhancing the service performance may potentiallyimprove port user’s satisfaction.
PENGARUH PEMASARAN RELASIONAL DAN HARGA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN TOKOPEDIA PADA MAHASISWA FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS RIAU TAHUN AKADEMIK 2017-2018 Johar, M Fikhri; Alwie, Alvi Furwanti; Jahrizal, Jahrizal
Jurnal Tepak Manajemen Bisnis Vol 10, No 4 (2018)
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Along with the development of e-commerce industry in Indonesia, it hasmany emerging various vendors (sites) service providers online shopping. In theface of e-commerce industry in Indonesia, Tokopedia has a major competitor,Kaskus, and other competitors such as Bukalapak, OLX, Berniaga, Lamido,Rumah, Sribu, Elevenia, other e-commerce sites. The large number of ecommercesite providers, has created competition and ease of access forconsumers, as well as ease to move using e-commerce services. To face thecompetition, the company must be able to understand about the factors thatinfluence consumer loyalty. Among which will be investigated is the problem ofrelational marketing, price and customer satisfaction.The purpose of this study is to analyze the influence of relational marketing andprice to customer satisfaction and loyalty of Tokopedia in Economic and BusinessFaculty University Of Riau Academic 2017-2018 Students. This study wasconducted on the students of Riau University with the sample used is as many as170 respondents who use Tokopedia. Techniques data collection used is aquestionnaire with Likert scale. SEM analysis becomes hypothesis test tool usingsmartPls 3.00 and SPSS 17.00 for Windows program.Results of the research, it can be concluded: 1) relational marketing and priceinfluence on satisfaction; 2) relational marketing and price affects consumerloyalty; 3) satisfaction affects consumer loyalty. Therefore, to create customersatisfaction and loyalty, the company can improve the brands relationalmarketing, providing various price variations and payment methods.
PENGARUH PERSEPSI MANFAAT , PERSEPSI KEMUDAHAN ,SIKAP, KONTROL PRILAKU , DAN NORMA SUBYEKTIF TERHADAP MINAT PENGGUNAAN UANG ELEKTRONIK PADA BANK BUMN DI KOTA PEKANBARU Karnadi, Zachrie; Zulkarnain, Zulkarnain; Alwie, Alvi Furwanti
Jurnal Tepak Manajemen Bisnis Vol 10, No 3 (2018)
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This study aims to investigate the perception of interest in the use ofelectronic money in the city of Pekanbaru. This thesis analyzes the factors thatinfluence intention to use the use of electronic money as a new product categoryfor payment instrument in Indonesia, by raising electronic money case study at 3state-owned banks in Pekanbaru city. This research integrates Theory AcceptanceModel (TAM) and Theory Planned Behavior (TPB). This research is descriptiveand explorative quantitative research. Data acquisition conducted on customersand non-customers 3 BUMN Bank (Bank Mandiri, BRI, and BNI) This study foundthat intention to use the use of electronic money is influenced by perceiveduselfulness, attitude, perceived behavior control, and subjective norms.
ANALISIS EFEKTIVITAS CRM DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PASIEN RAWAT INAP DI RS AWAL BROS PANAM Gusriansyah, Gusriansyah; Zulkarnain, Zulkarnain; Alwie, Alvi Furwanti
Jurnal Tepak Manajemen Bisnis Vol 10, No 3 (2018)
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The purpose of this study is to analyze the effectiveness of CRM andservice quality toward inpatient satisfaction and loyalty of Awal Bros PanamHospital. Data collection technique used questionnaires distributed to patientswho had been treated 2 times or more in Awal Bros Panam Hospital. Data wereanalyzed using path analysis technique. Based on the results of data processingcan be concluded that; 1) The loyalty inpatient were spurious loyalty, it’s meanthat consumer influenced subjective norm that is difficult to choose other hospital,situational factor needed handling patient condition as soon as possible. 2) Themore effectives of CRM implemented would be improves patient satisfaction.Application of CRM could be more effective if the RS given small gift for patientsthose gradually recovering his condition. 3) The higher of service quality wouldbe improves patient satisfaction. The quality of service has needs to be improvedon personal attention aspect of medical personnel to reduce the anxiety ofpatients, the majority of women aged ≥ 51 years during the treatment period. 4)The more effectives of CRM that has been implemented can improve patientloyalty. Patient loyalty can increase if hospital management is able to implementCRM more effectively so that patients are proud and believe in the service ofmedical personnel. 5) The higher the quality of service can increase patientloyalty. The medical personnel have shown a professional understanding andattitude, but still lacking in personal attention. 6) The more effective CRM that isimplemented can improve patient satisfaction and loyalty. Patients consideredCRM to be effective enough in fulfilling patient satisfaction in procedural care,but the expectation of the patient would want the hospitals appreciation forpatients whose condition is recovering. 7) The higher quality of service canimprove patient satisfaction and loyalty. The most effective quality of service is aclear transparency of information and risks during the treatment. This means thatpatients feel satisfied because they feel handled by medical personnel who work ina professional manner that helped increase loyalties.
PENGARUH GOOD CORPORATE GOVERNANCE (GCG), LEVERAGE, DAN PROFITABILITAS TERHADAP NILAI PERUSAHAAN DENGAN CORPORATE SOCIAL RESPONSIBILITY (CSR) SEBAGAI VARIABEL MEDIASI Sutopo, Dian; Rokhmawati, Andewi; Andreas, Andreas
Jurnal Tepak Manajemen Bisnis Vol 10, No 4 (2018)
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Government regulations require companies to implement CorporateSocial Responsibility (CSR). CSR is expected to increase company value.However, in reality the companys value measured using TobinsQ decreases. Sothe objective of this research is to analyze the effect of Good CorporateGovernance (GCG), leverage, and profitability to firm value with CSR as amediation variable.The population of this research is all public companies listed on the BursaEfek Indonesia (BEI) in 2015 as many as 525 companies. The sample of thisresearch is 100 companies with purposive sampling technique. Criteria: is apublic listed company listed on IDX and has the largest market capitalizationranking in 2015 based on Institute for Corporate Directorship (IICD) calculation.Testing is done by using mediating regression analysis with sobel test.The results showed that the variables that have significant effect on CSRare GCG, while the leverage and profitability variables have no effect on CSR.Variables that significantly effect to the firm value is GCG and profitability,while the leverage and CSR variables have no effect to the firm value. The CSRvariable also does not mediate the effect of GCG, leverage, and profitability onfirm value. The implications of this research for companies: companies that havenot done CSR in a suistanable and still philanthropic can not see the impact ofCSR significantly through firm value. Increasing the value of the companythrough CSR activities will be felt by the company in the long term, for theimplementation of CSR should be done in a suistanable and strategic activities ofthe company.
PENGARUH KUALITAS PRODUK DAN BRAND IMAGE TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN PADA PT. GREENTECH KAWASAKI CAKRAWALA MOTORINDO DI KOTA PEKANBARU Nafrial, Rizki Samzami; Zulkarnain, Zulkarnain; Alwie, Alvi Furwanti
Jurnal Tepak Manajemen Bisnis Vol 10, No 3 (2018)
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This study aims to analyze the effect of product quality and brand imageon customer satisfaction. To analyze the effect of product quality and brand imageon Consumer loyalty. To analyze the effect of product quality on loyalty throughconsumer satisfaction. To analyze the influence of brand image on customerloyalty through satisfaction and to analyze the influence of customer satisfactionon consumer loyalty PT. Greentech Kawasaki Cakrawala Motorindo inPekanbaru City. Research population is consumer of PT. Greentech KawasakiCakrawala Motorindo in Pekanbaru City in 2017 as many as 575 consumers. Thesample size that will be used is 103 people. Data analysis using path analysismethod (path analisys). The results of this study indicate that Product Quality andBrand image influence on consumer satisfaction. Product Quality and Brandimage affect loyalty. This indicates that the better the brand image is positivecertainly increases loyalty. Product Quality significantly influence loyalty throughSatisfaction. Brand image influence satisfaction through loyalty. Satisfactionaffects loyalty.
ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMEN (CRM) TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA PT JASA RAHARJA (PERSERO) CABANG RIAU DI KOTA PEKANBARU Firles, Masna; Zulkarnain, Zulkarnain; Alwie, Alvi Furwanti
Jurnal Tepak Manajemen Bisnis Vol 10, No 4 (2018)
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Jasa Raharja (Persero) is a state-owned company that is mandated toprovide traffic accident accidents and public passengers in Indonesia. Thisprivilege will not last long, given the monopoly rights in a number of governmentownedcompanies have the potential to be abolished. Therefore, the companyneeds to do a study on how strong the relationship that Jasa Raharja has with itsbusiness customers. The research was conducted at Jasa Raharja (Persero)Branch of Riau. The purpose of this research is to know the direct and indirecteffect of CRM with variable of Human Resources, Process and Technology toCustomer Satisfaction and Customer Loyalty. This research population isbusiness consumer Jasa Raharja that is the owner of public land passengertransportation which is domiciled in Pekanbaru city. The sample was determinedby Proportionate Random Sampling of 173 respondents. Analytical tool used isdescriptive analysis and Structural Equation Modeling (SEM). The results showedthat human resources, processes and technology have a positive and significanteffect on customer satisfaction and customer loyalty. It is recommended toimprove human resource communication skill, create customer-focused vision andmission and create accurate and up-to-date database in order to increasecustomer satisfaction which leads to customer loyalty of Jasa Raharja.
PENGARUH KEPEMIMPINAN DAN BUDAYA ORGANISASI TERHADAP KEPUASAN KERJA DAN KINERJA KARYAWAN BAGIAN PRODUKSI KELAPA SAWIT PADA PT. PERKEBUNAN NUSANTARA V KEBUN SEI GALUH Riyanto, Agung; Hendriani, Susi; Efni, Yulia
Jurnal Tepak Manajemen Bisnis Vol 10, No 4 (2018)
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This research aims to determine the influence of leadership andorganizational culture on job satisfaction and employee performance of palm oilproduction at PT. Perkebunan Nusantara V Kebun Sei Galuh. This research usedprimary data which obtained from interviews and questionnaires to all employeesat PT. Perkebunan Nusantara V Kebun Sei Galuh. Secondary data obtainedrelated to the object and organizational structure. The sample of the research wasall employees who numbered 150 people. The analytical method used in thisresearch was using path analysis (path analysis) with the help of SPSS program.From result of the test which have been done, there was direct influencebetween leadership to performance equal to 0,689, indirect influence betweenleadership to performance through job satisfaction equal to 0,1867, directinfluence between organizational culture to performance equal to 0,784, indirectinfluence between organizational culture to performance through job satisfactionequal to 0.760, and the effect of job satisfaction on the performance equal to0.271, so the total effect was 1.181. Result of calculation of coefficient ofdetermination (R2) was equal to 0.954 which mean, leadership variable andorganizational culture through job satisfaction influence to employeeperformance equal to 95,4%, while the rest 4,6% influenced by other variablesnot examined in this research.
PENGARUH KEPEMIMPINAN, LINGKUNGAN KERJA, MOTIVASI TERHADAP KINERJA PEGAWAI NEGERI SIPIL DINAS SOSIAL KABUPATEN BENGKALIS Samsir, Samsir; Juanda, Juanda; Zulfadil, Zulfadil
Jurnal Tepak Manajemen Bisnis Vol 10, No 3 (2018)
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This study aims to determine how the influence of Leadership, WorkEnvironment and Motivation Against the Performance of Civil Servants SocialAffairs Bengkalis Regency. The Sampling in this research using technique of nonprobability sampling (Purposive Sampling), and sample which included in thisresearch amounts 70 civil servants in the room Scope of Social Service ofBengkalis Regency. In this study the independent variables are Leadership (X1),Work Environment (X2), Motivation (X3) and Performance (Y) by Using Analysisof Two-Stage Regression Data. The research Found that Leadership X1, WorkEnvironment (X2) and Motivation (X3) have significant effect on PerformanceVariable (Y) on Civil Servant of Social Sub-Bureau of Bengkalis Regency. Thisresearch uses two-stage regression, which for the first stage tested the leadershipvariable (X1) and Work Environment (X2) on Motivation (X3), the result ofdominant Work Environment is significant to Motivation Variables. While insecond regression test, the result of Leadership variable (X1), Work Environment(X2) and Motivation (X3) have an effect on Performance variable (Y).
ANALISIS KUALITAS JASA TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA PT. PEGADAIAN DI KOTA PEKANBARU Basyar, Fiolina Riha
Jurnal Tepak Manajemen Bisnis Vol 10, No 4 (2018)
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The study was conducted on the PT. Pegadaian (Persero) branch PasarKodim Pekanbaru, branch Pekanbaru Kota, and branch Panam, which isrepresented by custumers who have been use PT.Pegadaian (Persero) as theirfinancial solution. The purpose of this study was knowing the influence of servicequality against consumer satisfaction and consumer loyalty on PT. Pegadaian(Persero) in Pekanbaru City. This study is aims to examine various factors relatedto consumer satisfaction and loyalty. This research tries to do the study of thesefactors through service quality against consumer satisfaction and consumerloyalti. The population in this study are custumers who have been usePT.Pegadaian (Persero) as their financial solution in Pekanbaru city. Thenumbers of sample were taken 100 responden the analysis technique use in thisstudy is Proportionate stratified random sampling, the study using Partial LeastSquare (PLS). Froms the test result show that interaction quality and environmentquality didn’t make a significant impact on customer satisfaction. For the nextvariable that is outcome quality give a significant influence, then on the variablecustomer satisfaction against customer loyalty make a significant impact oncustomer loyalty. So in the future results of this study are expected to contributepractically to the company in an effort to increase the companys growth, as wellas the theoretical contribution for research academics.

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