International Journal of Science, Technology & Management (IJSTM)
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The Role of Service Quality and Location in Increasing Customer Loyalty with Customer Satisfaction as an Intervening Variable
Get PDFThis research aims to determine the effect of service quality and location on customer loyalty with customer satisfaction as an intervening variable for customers of the "Warung Pojok" restaurant. This research uses a purposive sampling technique through a questionnaire as data collection material with 100 respondents. In this research, service quality and location act as independent variables, while customer loyalty is the dependent variable with customer satisfaction as the mediating variable. This research uses quantitative methods and data analysis is carried out using statistical tests with the help of SPSS 21. The results of the research show that service quality and location have a positive effect on customer satisfaction. Furthermore, the variables of service quality and location also have a positive effect on customer loyalty. Apart from that, customer satisfaction has been proven to influence customer loyalty at the "WARUNG POJOK" restaurant. This indicates that good service quality and strategic business locations play an important role in providing consumer satisfaction so that they can form loyal customers
Comparative Analysis of Naïve Bayes and K-Nearest Neighbors Algorithms in Predicting Public Interest in Electric Motorcycles
No full textConcerns about global warming and the need for sustainable transport solutions have led to the emergence of electric vehicles as an alternative to conventional vehicles. These vehicles offer cleaner and more efficient transportation, especially in urban areas. However, high costs in some countries, such as Indonesia, hinder their adoption. Electric motorcycle companies use previously recorded data to predict customer interest in purchasing their products. Based on these forecasts, business owners make decisions about the quantity of goods to supply. Researchers are increasingly using machine learning algorithms to study consumer behavior and predict demand for a variety of products, including electric motorcycles. The researchers have used this data-based method to analyze large amounts of consumer data, including online survey responses and reviews, as well as other sources. The study aims to perform a comparative analysis of the performance of the Naïve Bayes and K-Nearest Neighbors algorithms to predict public interest in electric motorcycles in Labuhanbatu district. We will perform a comparative analysis based on the performance evaluation matrix (accuracy, precision, recall, and f1 score) to determine the most suitable algorithm. The phases of the research methods included: data collection, exploratory data analysis, data preprocessing, splitting data, implementation of naïve bayes and k-nearest neighbors, and evaluation. The results showed that Naïve Bayes achieved an accuracy of 31.13%, precision of 83.33%, recall of 4.63%, and f1-score of 8.77%. In contrast, K-Nearest Neighbors attains an accuracy of 71.52% and a precision of 71.52%, recall 100%, and f1 score of 83,40%. According to the research results, K-nearest neighbors showed much better results in terms of accuracy, recall, and F1 scores. These results demonstrate that K-nearest neighbor is more effective in detecting public interest in electric motorcycles, and it strikes a better balance between identifying all positive cases and avoiding predictive errors
The Influence of Workload and Work Environment on the Turnover Intention of Employees in PT. XYZ
Get PDFThis research aims to investigate the impact of workload and work environment on employee turnover intention at PT. XYZ. High turnover intentions can disrupt workforce stability and result in significant costs for the company. Two factors often associated with turnover intention are workload and work environment. Excessive workload can cause stress and fatigue, while an unsupportive work environment can reduce employee satisfaction and commitment. The study uses a quantitative approach, distributing questionnaires to 107 employees and sampling using the saturated sample method. Data analysis was conducted using SEM-PLS software. The hypothesis test tested the influence of workload and work environment on employee turnover intention. The results showed that workload variable (X1) is in the high category, work environment variable (X2) is in the bad category, and turnover intention (Y) is in the medium category. Quantitative data analysis with SEM-PLS showed that workload variables do not have a significant influence on turnover intention, while work environment variables have a significant influence. The research aims to evaluate company management's attention to workload and work environment conditions, with one variable showing a significant positive influence on employee turnover intentio
The Influence of Safety Leadership and Working Condition on Safety Behavior: A Systematic Literature Review
No full textThis systematic literature review aims to evaluate the influence of safety leadership dan working condition on safety behavior. The methodology involved a comprehensive search and selection of peer-reviewed articles published between 2017 and 2023. This research succeeded in reviewing 14 studies originating from 10 different countries and having topics related to safety leadership, working conditions and safety behavior. The results also indicate that safety leadership and working condition have a significant influence on safety behavior, both directly and indirectly. The review also highlights the critical role of organizational support in mitigating work accident rate. The study concludes that addressing safety behavior through strategic interventions and leadership development to enhance safety leadership and working condition related program can prevent work accident. By recognizing and addressing these issues, it is hoped that management will gain a better and more comprehensive understanding of issues related to safety behavior to give organizational support in order to correctly determine safety programs
Development Of Strategy Map And Measuring Corporate Performance With Sustainability Balanced Scorecard Approach (Case Study On Renewable Energy Consultant Services Company Pt Xyz)
No full textThis study aims to develop a Strategy Map of PT XYZ based on the company's vision, mission, strategic goals and analyze the company's performance as measured using the Sustainability Balanced Scorecard (SBSC) method. The research method used is qualitative, which involves conducting in-depth interviews and analyzing company documents. According to the research results, the PT XYZ Strategy Map consists of a vision, mission, 17 company strategic goals and 34 measurement indicators. The company performance of PT XYZ in 2021 and 2022, measured by the 5 SBSC perspectives can be indicated as sufficient performance, which obtained a total scorecard of 0. Based on 34 measurement indicators, 13 obtained a good assessment, 13 obtained a poor assessment, 3 obtained a sufficient assessment, and 5 could not be calculated because the company did not have related numerical documents. In the future, PT XYZ needs to increase its efforts to improve company performance and improve company data management so that it is easier to identify the company's achievements or performance to a measurable extent. Further, PT XYZ needs to integrate sustainability goals that become the company's vision into the company's business strategy, one of which is using SBSC as a company performance measurement tool. In addition, PT XYZ needs to integrate its vision of contributing to sustainability development into the company's business strategy, one of which is the use of SBSC as a corporate performance measurement tool.
 
Analysis Of Bankruptcy Prediction Using Springate, Zmijewski, Grover. And Altman Z-Score Models On Retail Companies Listed On The Indonesia Stock Exchange
No full textThe retail sector plays a significant role and contributes greatly to the national economy. The slowdown in domestic economic growth and decreased consumer purchasing power have significantly impacted the retail business in Indonesia. This is evident from the high number of retail companies declared bankrupt and many large retail companies closing their stores. The aim of this study is to assess the health level of retail companies, determine the differences in scores among the research models, and evaluate the accuracy of the Springate, Zmijewski, Grover, and Altman models. This research is a quantitative study with a descriptive approach. The research objects are retail companies listed on the Indonesia Stock Exchange during the period 2019-2021. Sampling technique used is purposive sampling. The results of this study indicate that the highest accuracy level is achieved by the Grover model with an accuracy of 77.7%, followed by the Zmijewski model with an accuracy level of 72.2%. Meanwhile, the Springate and Altman models have the same accuracy level of 66.6%
Analysis Of Co-Creation Strategy For Digital Entertainment Products Of PT Telekomunikasi Indonesia For The B2B2X Segment
No full textResearch analyzes PT Telekomunikasi Indonesia’s response to the decline in traditional communication services (landlines, mobile phones, SMS) due to consumer shifts toward free communication platforms like WhatsApp, Telegram, and Line. Additionally, the rise of entertainment content platforms (music, video, gaming) has driven changes in the telecommunications industry. In response, PT Telekomunikasi Indonesia’s B2B2X segment aims to gain a competitive advantage by collaborating with various stakeholders to create mutually beneficial business value. The research utilized methods including observations, supporting documents, and interviews, structured with the Co-Creation Design Framework. The findings show that the Co-Creation strategy successfully established collaborative value in PT Telekomunikasi Indonesia’s digital entertainment products for the B2B2X segment
Dispute Resolution Strategies in Construction Projects to Mitigate Impacts on Time Performance – Project Owner's Perspective
No full textAbstract
Disputes in the global construction industry are increasing every year. This is also in line with what is happening in the Indonesian construction industry. PT. XYZ, one of the pulp and paper producers in Indonesia., was the project owner of 128 construction contracts for the company's production facility development services from 2015 to 2021, had experiencing disputes on 45 of those contracts or 35.2% of the total construction contract services. The trend on time taken to resolve those disputes was observed to be 16.38 months on average, which was considered too long. The delay in handling these disputes will result in losses for both the owner and the contractors. The purpose of this study is to analyze the strategy of selecting dispute resolution methods for each identified cause of disputes in the construction industry in Indonesia. This study has identified 13 causes of disputes and 10 dispute resolution methods in Indonesia. A survey questionnaire that using Pair Comparison Analysis has been sent to professionals in the construction industry in Indonesia, questioning about their preference of dispute resolution method for every cause of dispute. The results of the data analysis show that there is a difference process in the dispute resolution methods for each cause of dispute. Although, Negotiation predominantly first ranks in dispute resolution. Meanwhile, for all causes of disputes, all respondents have an agreement that Arbitration and Litigation are the last methods in dispute resolution method in the construction industry in Indonesia.
Keywords: Disputes; claims; sources of disputes; disputes resolution methods; time taken to resolve disputes, construction industry; Indonesi
The Power Of Satisfaction And Trust: Unlocking E-WOM's Influence On Consumer Repurchase Intentions In Digital Marketplaces
No full textThe purpose of this research is to investigate how consumer repurchase intention in the setting of e-commerce is impacted by electronic word of mouth (e-WOM), trust, and customer happiness. The demographic of this study is the people who live in the North Banjarmasin District, and the research sample consists of 399 respondents who buy at the marketplace. The study used a quantitative design. An analysis method called structural equation modeling (SEM) is applied. The findings of the study demonstrate the significance of these variables in influencing the intention to repurchase, and eWOM is recognized as a key tactic for encouraging customers to share pleasant experiences with one another. However, e-WOM is negatively impacted by the possibility of disseminating false information. According to research, e-WOM, trust, and customer happiness all significantly influence the desire to repurchase. Reliability of work, completeness of information, and timeliness of delivery can all be used to gauge this level of confidenc
Small To Medium Enterpirses In The Digital Era On Line Shop Professional Community (Kaji) In East Java
No full textSmall To Medium Enterpirses In The Digital Era On Line Shop Professional Community (Kaji) In East Java. The contribution of SMEs has had an impact on the regional and national economy (Bunga, 2022), the growth and development of SMEs in Indonesia cannot be separated from the various challenges faced, the economic crisis that occurred at the end of 1997 brought multi-economic impacts, including SMEs (Tejasari, 2008), the impact of Covid 19 which occurred in early 2020, the impact of the global economy occurred as a whole. SMEs also felt the same impact with the independence that SMEs have, being able to overcome global economic challenges (Aksan, 2022), entering the digital era. East Java UKM (KAJI) is faced with online shop UKM must be able to take a role and control the market so that the existence of SMEs is not eroded by digitalization, especially online shops. Legitimacy theory focuses on interactions between companies and society based on legitimacy theory, namely that a "social contract" occurs between companies and the community where the company operates and uses economic resources. It explains the concept of social contract, all social institutions, including companies, operate in society through social contracts, both explicit and implicit, their survival and growth is based on what consists of, the final result (social output) provided to the wider community, the distribution of economic, social and political benefits. to groups according to their power (Gray, 2001). The research method used in the research is qualitative analysis of case studies. Single case case study is used to obtain data from various primary and secondary research sources (observations, artifacts, archives, documents, interviews, multiple sources), is a research strategy involving one or more cases (multi cases) creating theoretical constructions, middle range propositions or theories based on empirical fact cases (Eisenhardt, 1989). The results of the research and discussion can be concluded that the existence of East Java UKM (KAJI) is described as follows: a. Able to support the family economy as an alternative source of family income, b. The existence of KAJI East Java, facilitates UKMs to establish friendly relations between UKMs, c. Market opportunities are still limited. SMEs still have difficulty marketing SME products. e. The attention received by SMEs in business development and capital assistance has not been maximized, f. Lack of innovation and creativity among SMEs. Suggestions for the existence of SMEs should receive more attention, especially in policies that support the existence of SMEs, especially the policy of implementing online shops to ensure the continuity of the existence of SMEs