Pengaruh Perceived Value, Customer Satisfaction dan Trust terhadap Customer Loyalty Restoran XYZ di Tangerang

The objectives of this study are to know: 1) Is perceived value has a positive influence towards customer loyalty, 2) Is perceived value has a positive influence towards customer satisfaction, 3) Is customer satisfaction has a positive influence towards customer loyalty, 4) Is customer satisfaction has a positive influence towards trust, and 5) Is trust has a positive influence towards customer loyalty. This study took 100 Management students from ABC university who have ever visited XYZ Restaurant in Tangerang as respondents. This study is using PLS-SEM (Partial Least Square – Structural Equation Modeling) to do data processing. The finding of this study showed that perceived value has a positive influence towards customer satisfaction and customer loyalty. This study also showed that customer satisfaction has a positive influence towards customer loyalty and trust. However, from this study, it was found that trust has no positive influence towards customer loyalty. This study can be used as input for the management of XYZ restaurant to give better service to the customers so that they do not only trust the restaurant but also has loyalty to it.   Keywords: perceived value, customer satisfaction, trust, customer loyalt

Patient Satisfaction and Intention To Revisit Outpatient Specialist Clinic at XYZ Hospital, Bekasi City

This research was done as a response to the discrepancy between the target and the actual revisitations to the specialized outpatient clinic at XYZ Hospital in Bekasi City, then hoping to improve revisit intention at XYZ Hospital in Bekasi City. Several theories suggest that an increase in patient satisfaction leads to an increase in revisit intention. Patient satisfaction itself is related to hospital's physical environment, registration service, waiting time, doctor service, and nurse service. The aim of this study is to find out the positive impact of those variable towards patient satisfaction and then revisit intention. The model used in this study was adapted from previous research that was empirically tested on the population of patients at the specialized outpatient clinic at XYZ Hospital in Bekasi City. This study is a quantitative cross-sectional study. A questionnaire, made from prior interviews, was used to gauge hospital's physical environment, registration service, waiting time, doctor service, and nurse service. Respondent data were collected using purposive sampling with a total of 400 respondents. The data were analyzed using the PLS-SEM method. The results of the study showed that the hospital's physical environment, registration service, waiting time, doctor service, and nurse service have a positive influence on patient satisfaction. In addition, patient satisfaction also has a positive influence on revisit intention. In conclusion, this study proved that hospital’s physical environment, registration service, waiting time, doctor service, and nurse service have a positive impact on patient satisfaction which in turn had a positive impact on patient’s revisit intention. Keywords: doctor service, nurse service, outpatient specialist, patient satisfaction, revisit intentio

What Drives Customer Satisfaction? : Evidence From Customer Fast Food Restaurant Indonesia

This study aims to examine the positive effect of food quality and brand image on satisfaction and to examine the positive effect of satisfaction on word mouth. Then, tested the moderation of price fairness on the relationship between product quality and brand image and tested the moderation of price fairness on the relationship between satisfaction and word of mouth. Methods of data collection by using a questionnaire. The number of samples in this study were 260 fast food restaurant customers. Data analysis with partial least square-structural equation modeling (PLS-SEM). The results showed that food quality and brand image had a positive effect on satisfaction, then satisfaction had a positive effect on word of mouth. Furthermore, price fairness does not moderate the relationship between product quality and satisfaction, the relationship between brand image and satisfaction, the relationship between satisfaction and word of mouth. Keywords: brand image, food quality, price, satisfaction, word of mout

Analisis Faktor Kepuasan Mahasiswa S1 UPH

This research discusses the six factors that influences student’s satisfaction in UPH The six factors used in this study are the campus, administration, teacher, information, the SLIM system, and facility. The research data was obtained by distributing questionnaires to 300 students from batch 2008 and 2009. Purposive sampling technique was used. The analysis method was exploratory factor analysis using SPSS software version 15.0. The  results of hypothesis testing in this study found out that administrative factor, lecturer factor, the factor of information, SLIM system factor and facility factor affecting students satisfaction in a particular class of batch 2008 and 2009 and that indicators in it should be noticed in providing service to students. Further research is expected to examine the students with different batches or S2 students so the result will be more general. &nbsp

The Influence of Service Quality, Customer to Customer Interaction, Staff Warmth, Staff Competence and Interaction on Intention to Recommend: Case Study at a English Language Institute in Indonesia During the COVID-19 Pandemic

Purpose: The purpose of this study is to examine whether staff warmth and Competence and Customer to Customer interaction and service quality has positive influence to intention to recommend at a English Language Institute in Indonesia.   Theoretical framework: The theoretical framework is conduct with service quality, staff warmth and competence and customer to customer interaction, that has empirical study before which influence to intention to recommend.   Design/Methodology/Approach: This research is a quantitative method and individual unit analysis and was conducted using Structured Equation Method (SEM) with Smart PLS 3.2.9 and the number of respondents was 152 respondents from students studying at LIA.   Findings: The Service quality and staff warmth and competence and customer-to-customer interaction have a positive effect on the intention to recommend by 70.1%. Customer to customer interaction that influence the intention to recommend is the highest value of 32,8 % and also the staff warmth and competence has the second highest value of 31,2 %.   Research, practical and social implications: The study found that customer to customer interaction has significantly influence the intention to recommend, so the institute has to control especially for the negative issues, and also the institute has to increase the capability from the staff and the lecturer.   Originality/Value: The value of the study, at digital era especially in pandemic, the value tangible factor is very low, but the value of the staff warmth and competence and also customer to customer interaction is very high, because the customer is very easy to interact with other using digital platform.

FAKTOR-FAKTOR YANG BERPENGARUH TERHADAP REPURCHASE INTENTION

Peningkatan tren mengkonsumsi makanan ringan menjadi fenomena menarik bagi para pelaku usaha makanan ringan. Namun meskipun demikian, tren tersebut tidak berpengaruh secara signifikan pada pencapaian target penjualan dari PT. Chicago Popcorn, terutama pada saat perusahaan dilanda pandemi. Maka penelitian ini dilakukan untuk mengetahui pengaruh dari kualitas produk, keterjangkauan harga, dan promosi terhadap minat pembelian ulang. Penelitian ini menargetkan populasi yaitu masyarakat Indonesia yang pernah mengkonsumsi produk dari Chicago Popcorn. Penelitian ini berhasil mendapatkan 202 responden yang pernah berbelanja di Chicago Popcorn. Dan dianalisis menggunakan pendekatan partial least square-structural equation modeling di SmartPLS. Hasil yang didapatkan menunjukan bahwa kualitas produk, keterjangkauan harga, dan promosi berpengaruh positif terhadap minat pembelian ulang. Serta variabel promosi memiliki pengaruh tertinggi terhadap minat pembelian ulang

Pengaruh kepuasan kerja, motivasi kerja, dan stres kerja terhadap komitmen organisasi guru

Tujuan penelitian adalah untuk menganalisis dan menguji pengaruh positif kepuasan kerja, motivasi kerja dan pengaruh negatif stress terhadap komitmen organisasi guru di sekolah XYZ. Metode survey dilakukan dalam penelitian ini. Metode pengumpulan data dengan menggunakan instrumen kuesioner yang diberikan kepada seluruh guru sekolah XYZ. Jumlah responden sebesar 42 responden. Analisis statistik menggunakan pendekatan partial least square-structural equation model (PLS-SEM). Hasil penelitian mengungkapkan bahwa kepuasan kerja dan motivasi kerja berpengaruh positif terhadap komitmen organisasi. Selanjutnya, stres kerja berpengaruh negatif terhadap komitmen organisasi

EFFECT OF TRANSFORMATIONAL LEADERSHIP, JOB SATISFACTION, AND ORGANIZATIONAL COMMITMENTS ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR

The purpose of this study was to determine and examine the effect of transformational leadership, organizational commitment and job satisfaction on organizational citizenship behavior in high schools in Banten Province. The sample in this study was taken from 220 managers of supply chain management implemented company  respondents. Sampling in this study using the Simple Random Sampling technique. The analysis technique used is multiple regression analysis. The results of the analysis and testing show that transformational leadership has a positive and significant effect on  organizational citizenship behavior, job satisfaction has a positive and significant effect on organizational citizenship behavior, organizational commitment has a positive and significant effect on organizational citizenship behavior. This study has proven that transformational leadership, Organizational commitment and job satisfaction influence organizational citizenship behavior in supply chain management implemented compan

The Effect of Leadership Style, Trust, and Work Ethic as Mediation on The Work Engagement of AI's Companies

The objective of the research purpose is to analyze if there is an effect of the Leadership Style, Trust, and Work Ethic, towards Engagement especially to the service department. Due to the fact that complaints increased from customer and impact to less satisfactory. A quantitative approach, with path analysis, and survey research designs using a questionnaire used to test hypotheses for employees in the service section from the labor level to the Supervisor position. Total samples 78 people taken from 100 populations. It was discovered from the results, that work ethic has a positive and important influence on working engagement that decrease the level complaints, which makes this research special since no related research has been done so far.Cara Mengutip:Sihite, O. B., Sinaga, P., Bernarto, I., & Sijabat, R.. (2021). The Effect of Leadership Style, Trust, and Work Ethic as Mediation on The Work Engagement of AI's Companies. Esensi: Jurnal Bisnis dan Manajemen, 11(1), xx-xx. https://doi.org/10.15408/ess.v11i1.20247

The Effect of Enterprise Risk Management and Compliance Practices on The Firm Performance of Indonesian Banking Companies

Enterprise Risk Management (ERM) practices are particularly crucial in this industry to ensure stability and compliance with regulatory requirements. This study examines the effect of ERM on a firm’s operational and financial performances by using two mediating variables of compliance practices and IT strategy. By using a quantitative approach, data was collected through purposive random sampling from 250 bank managers in Jabodetabek, Indonesia. The study found that ERM was found to influence financial and operational performance positively and significantly. Moreover, compliance practices positively and significantly affect both financial and operational performance. IT strategy also has a positive and significant impact on firm performance. In testing the mediating effect, IT strategy partially mediates the relationship between ERM and performance, as do compliance practices. These findings highlight the importance of ERM, IT strategy, and compliance practices in enhancing the performance of banking companies in Indonesia. The findings validate the increasing importance of risk management in the financial landscape in Indonesia. The recognition of the banking sector's complexity and vulnerability to diverse risk types, including credit, market, operational, and regulatory risks, underscores the critical role of risk management practices. Keywords: enterprise risk management, compliance practices, it strategy, financial performance, operational performanc