Enhancing Customer Retention Through Satisfaction: The Impact of Service Quality and Hedonic Value in Online Auction KOI Nusantara Company

This study aims to describe and analyze the eff ect of hedonic value and service quality on customer retention and satisfaction, analyze the eff ect of customer satisfaction on customer retention, and analyze the eff ect of hedonic value and service quality on customer retention through customer satisfaction at KOI Nusantara online auction company. The research location is KOI Nusantara, an online auction company. The data analysis technique in this study uses Structural Equation Modeling (SEM) analysis. The research fi ndings show that hedonic value and service quality create positive experiences and increase satisfaction and customer trust. Whereas service quality has a greater eff ect on retention, hedonic value has a greater eff ect on customer satisfaction. Furthermore, customer satisfaction, especially from product reuse, has a greater eff ect on customer retention. Both service quality and hedonic value will be more eff ective in increasing retention if customer satisfaction is supported. The research contribution is strategic recommendations for online auction companies, such as KOI Nusantara, to improve service quality and increase customer retention. In addition, it is important to create hedonic value to increase customer satisfaction, which ultimately strengthens customer loyalty. The fi ndings provide new insights into the priorities of customer experience management. They can be used to design more eff ective service and marketing strategies in the online auction industry

Optimization of Green Marketing to Increase Consumer Awareness and Attitude towards Eco-Friendly Housing in Surakarta

Purpose This study aims to investigate how elements such as green perceived value, green products, and environmental concern influence consumer attitudes while examining the role of consumer awareness of green products in promoting environmentally friendly purchasing behavior. Design/Methodology/Approach Data were collected from 111 respondents using convenience and purposive sampling methods. The relationships between green perceived value, green products, environmental concern, green product awareness, and consumer attitudes were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Validity and reliability were assessed through convergent and discriminant validity, while hypothesis testing was conducted using the bootstrapping method. Findings The findings reveal that green perceived value and environmental concern positively influence consumer attitudes toward purchasing eco-friendly housing. However, green product awareness does not significantly moderate these relationships. Low consumer awareness limits the positive impact of green value and environmental concern, underscoring the need for enhanced consumer education to foster pro-environmental purchasing behavior. Originality/Value This study provides a novel analysis of green product awareness as a moderating factor in green marketing and consumer attitudes, focusing on non-subsidized housing in Surakarta. The findings offer valuable insights for developers to create effective marketing strategies and for policymakers to expand green building certification programs and promote the adoption of eco-friendly housing solutions by emphasizing the benefits of environmentally friendly products

Hazard Identification and Risk Analysis in Apron Movement Control Services at Mopah Merauke Airport

Airside facilities that directly support aircraft operations include runways, taxiways and aprons. As far as possible, these facilities must be free from all forms of potential dangers and isturbances that could impact aircraft operations. The aim to be achieved is to determine the risk tolerance limit for each potential danger that exists on the Apron Movement Control service side at Mopah Airport by carrying out statistical analysis of each risk that may arise. The analytical method used is descriptive statistical analysis. Respondents were targeted at 50 (fi fty) respondents specifi cally aimed at related parties, including: AMC Personnel, Regulators/Local Aviation Authorities, Mopah Airport Management, Commercial Airlines and Related Services at Mopah Airport which are closely related to the research. The maximum score of respondents' responses to potential danger (Hazard) in the entire Apron Movement Control service activity at Mopah Merauke Airport is 125 with the highest potential in cleaning services and markings/signs on the side of the apron with a risk matrix of 1A, meaning there needs to be risk control/mitigation. which requires management decisions and the potential to be accepted after reviewing the implementation of operations. Mopah Merauke Airport's Apron Movement Control service activities are 125 with the greatest potential in cleaning services and markings/signs on the side of the apron. In this service activity, management decisions are needed in an eff ort to control the risk/mitigation of the existing potential and this potential can be accepted after reviewing implementation of operations

International HR Management: The Role of OCB Towards International HR Management Competency

This study aims to analyze the role of HR Management and Organizational Citizenship Behavior (OCB) in shaping International Human Resource Management (IHRM) competencies, especially in cultural adaptation, cross-cultural communication, and international collaboration. The research method used is a quantitative approach with data collection through questionnaires distributed to HR professionals in multinational companies. The sample was selected using a purposive sampling technique, focusing on HR managers and HR professionals working in multinational companies that have implemented OCB programs. The collected data were analyzed using multiple linear regression. The results of statistical tests showed that a signifi cant relationship was found between HRM and OCB variables with IHRM competencies. Regression analysis indicated that 13.8% of the variation in IHRM competencies (R Square = 0.138) could be explained by these two independent variables. The regression coeffi cient for HRM was 0.139 with a p value = 0.041, while for OCB it was 0.231 with a p value = 0.004, indicating a positive and signifi cant contribution of both variables to improving IHRM competencies. The normality test shows that the residuals are normally distributed, and the multicollinearity test shows no signifi cant problems, with a Tolerance value of 0.974 and a VIF of 1.027. The conclusion of this study is that strengthening OCB in HR management strategies is very important for building and developing adaptive IHRM competencies, so that multinational companies can increase their competitiveness in the dynamic global market

The Influence Of E-Filing Implementation On Taxpayer Compliance Through Service Quality Satisfaction At Kpp Pratama Sidoarjo Barat

The purpose of this study is to examine the impact of e-filing implementation on taxpayer compliance through service quality satisfaction at KPP Pratama Sidoarjo Barat. This research employs a quantitative approach with a survey method, using a sample of 100 taxpayers registered at KPP Pratama Sidoarjo Barat. Data analysis is conducted using the Partial Least Squares (PLS) technique through the SmartPLS 4 application. The data testing techniques applied in this study include validity tests, reliability tests, discriminant validity tests, Fornell-Larcker tests, cross-loading tests, R-square tests, and t-tests. The findings indicate that the implementation of e-filing has a positive and significant effect on taxpayer compliance through service quality satisfaction, with a significance value of 0.000 < 0.005. Indirect analysis results reveal that e-filing implementation (X), mediated by service quality satisfaction (Z), significantly influences taxpayer compliance (Y). These results highlight the crucial role of service quality satisfaction in strengthening the relationship between e-filing implementation and taxpayer compliance. This study provides insights for tax authorities to enhance digital tax services by improving e-filing usability, accessibility, and service quality. By optimizing these factors, tax authorities can increase taxpayer satisfaction and, consequently, improve voluntary tax compliance

A Systematic Literature Review of Business Process Management in SMEs: Key Benefits and Challenges

This systematic literature review (SLR) examines the function of Business Process Management (BPM) in augmenting the operational effi cacy of Small and Medium-sized Enterprises (SMEs). BPM methodologies can aff ord substantial advantages, encompassing enhanced operational productivity, increased customer satisfaction, and improved market fl exibility. Nonetheless, SMEs frequently encounter obstacles such as constrained resources, insuffi cient expertise, and resistance to change when endeavoring to implement BPM frameworks. This review consolidates fi ndings from empirical investigations regarding the principal advantages and challenges of BPM in SMEs, emphasizing the necessity for customized BPM solutions that take into account the distinctive characteristics of SMEs. The review further delineates gaps within the existing literature, particularly in relation to the longitudinal impacts of BPM adoption and the assimilation of digital technologies within BPM practices. Subsequent research should concentrate on formulating cost-eff ective, scalable BPM frameworks and investigating the convergence of BPM and digital transformation for SMEs

Can Sustainability Report Disclosure Influence the Valuation of Insurance Companies?

The Association of Indonesian Life Insurance Companies (AAJI) has encouraged insurance companies to apply environmental, social, and governance (ESG) principles in their business activities. However, insurance companies in Indonesia generally have not fully implemented sustainability principles in their operational activities due to the uncertainty of increased fi rm values after the implementation. One way to communicate the company's sustainability steps is through the sustainability report (SR), which the Financial Services Authority (OJK) obliged. Although the guidelines had already been prepared in 2021, the depth and breadth of the disclosure depend on each company. Previous studies found that several factors aff ect SR disclosure. This study aims to investigate the role of profi tability and fi rm size as determinants of SR disclosure and the eff ect of SR disclosure on company value. The sample of this study was 15 insurance companies listed on the Indonesia Stock Exchange (IDX) that routinely published SR during the 2021-2023 period. The data was processed using Partial Least Squares - Structural Equation Modelling (PLS-SEM) through SmartPLS ver—3 software. The results of this study show that (1) profi tability has a positive eff ect on SR disclosure, (2) company size has a positive eff ect on SR disclosure, and (3) company size has a positive eff ect on company value

The Role Of Digital Marketing In Developing Rural Creative Economy

This paper presents a study of the role of digital marketing in developing the rural creative economy in Indonesia. Micro, Small, and Medium Enterprises (MSMEs) in rural communities can benefit greatly from the simplicity and efficiency of digital marketing. However, the use of digital marketing is not yet fully optimized in Pandeglang Regency due to unequal internet infrastructure and lack of digital marketing skills. To address this issue, we conducted a qualitative study using in-depth interviews and observations with rural creative economy actors in the area. The data collected were analyzed using NVivo 12 Plus, a software program for qualitative data analysis. The results demonstrate that digital marketing has a positive impact on the development of the rural creative economy in Pandeglang Regency. This paper is essential to enhance digital marketing competencies and expertise among rural communities in the region to maximize the benefits of digital marketing. Our study contributes to the literature on rural development, creative economy, and digital marketing by providing insights into the challenges and opportunities of using digital marketing to develop rural areas

Digital Business Expansion in Tourism: Strategies for Enhancing Destination Branding through Technology

Digital transformation is reshaping the tourism industry, driving the need for innovative strategies to enhance destination branding. This study explores the role of digital business expansion in tourism, focusing on leveraging technology to create compelling brand experiences. By analyzing current trends and successful case studies, the research identifies effective digital strategies for destination branding, including social media marketing, virtual reality tours, and data-driven personalization. Using a mixed-methods approach, the study evaluates the impact of these strategies on tourist engagement and brand loyalty. The findings provide valuable insights for tourism stakeholders aiming to enhance brand visibility and competitiveness through digital innovation

Brand Experience Sampling in Developing Brand Identification and Effective Customer Experience to Increase Customer Satisfaction in The Automotive Industry

In the highly competitive automotive industry, understanding the factors infl uencing customer satisfaction is crucial for long-term success. This study addresses the gap in research by comprehensively examining the combined eff ects of Brand Experience, Brand Identifi cation, and Eff ective Customer Journey on customer satisfaction. Using a structural equation modeling method with a partial least squares approach, data were collected through surveys involving individuals with experiences using specifi c car brands. The analysis reveals that both Brand Experience and Brand Identifi cation positively infl uence customer satisfaction. Additionally, the Eff ective Customer Journey, which encompasses how customers interact with brands throughout the purchasing and usage process, signifi cantly impacts customer satisfaction. These fi ndings highlight the need for marketing strategies that holistically integrate Brand Experience, Brand Identifi cation, and Eff ective Customer Journey to enhance customer satisfaction in the automotive sector. The study provides valuable insights for brand managers and marketing professionals to better understand and manage the critical factors shaping customer satisfaction