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Pengembangan model loyalitas konsumen generasi Z pada produk kecantikan lokal
No full textGeneration z is someone born between 1995-2010 that currently dominates
the Indonesian population. Generation z behavior and interest became relevant to
business today and in the future, as they predicted to be the next consumer
powerhouse that will acquire around 40 percent of market share. In the last few
years, the Indonesian beauty industry shows significant growth and predicted to
increase in the next few years. Generation z entering the market is marked as a
phenomenon that businesses should anticipate as this specific generation seems to
have low consumer loyalty.
This study aims to develop generation z's loyalty model on local beauty
products based on several loyalty models from previous literature, such as ACSI,
SWICS, and ECSI, including factors that influence consumer loyalty. Said factors
are consumer satisfaction, consumer trust, and consumer ethnocentrism. Moreover,
perceived product quality and value are also added as factors that influence
consumer satisfaction, which will influence consumer loyalty. This research was
conducted on 290 female respondents under categories of generation z which born
between 1995-2010 and have purchased local beauty products under the category
of lipstick. Data collection is done by filling out a questionnaire distributed online.
The research result shows that perceived product quality directly and
significantly affects perceived value. Meanwhile, both perceived product quality
and perceived value have a direct and significant effect on consumer satisfaction.
The result also shows that consumer satisfaction has a direct and significant effect
on consumer trust. Consumer satisfaction, consumer trust, and consumer
ethnocentrism have direct and significant effects on consumer loyalty. Several
managerial implications that can be implied are increasing product research and
development to formulate local lipstick products that provide comfort and develop
new color choices according to generation z's preference, increasing consumer trust
by ensuring product quality, developing broader product lines or sub-brand with a
distinctive personality, expanding distribution networks and ensuring product
availability, as well as developing social media marketing of local lipstick product
Pengaruh social media marketing terhadap loyalitas konsumen e-commerce melalui brand image dan relationship marketing
Full text linkThe development of the internet in Indonesia is currently experiencing a
significant increase. The growth of internet users in Indonesia tends to increase
consistently over a long period of time. The growth of internet users which
continues to increase has an impact on the increasing use of social media. Internet
users in Indonesia use social media as a means of obtaining the necessary
information. Instagram is the most used social media. Indonesian people are very
active in using the internet and social media, so this phenomenon opens up
opportunities for business people to take advantage of it. Currently the e-commerce
business is one of the world's business trends. Indonesia is a country with the
highest e-commerce adoption rate in the world in 2019. The penetration of ecommerce
users has an impact on increasing e-commerce sales revenue in
Indonesia.
There are four latent variables in this study, namely social media marketing
as an independent variable, brand image, satisfaction, and trust as an intervening
variable, and loyalty as the dependent variable. The objectives of this study are (1)
to identify the behavior of using Instagram and e-commerce, (2) to analyze the
influence of social media marketing on brand image, satisfaction and trust, (4) to
analyze the influence of brand image, satisfaction and trust on loyalty (5) formulate
managerial implications that can be applied by corporate companies in increasing
consumer loyalty in e-commerce.
This research was conducted from June to December 2020. This research
used quantitative descriptions with an online survey method using google form. The
respondents of this research were determined by using voluntary sampling
technique. The criteria for the respondents of this study are active users of social
media Instagram and consumers who have made transactions on e-commerce sites
at least 2 times in the last three months. This study uses a sample of 200 respondents
who are e-commerce consumers who are Instagram users. Data processing in this
study was carried out by descriptive analysis using SPSS 24 software and Structural
Equation Modeling (SEM) with LISREL 8.8.
Based on the results of the characteristics of the respondents, it is found that
the majority of respondents are women in the age range 20-30 years. The domicile
of spending the most on e-commerce sites are West Java. Respondents who work
as students dominate shopping activities on e-commerce sites with an income of
Rp5.000.000 - Rp10.000.000 and the last degree education.
Based on descriptive analysis, the majority of respondents use Instagram
social media because it is more informative and usually access Instagram at home.
The frequency of respondents being exposed to promotional information on ecommerce
sites on Instagram is once a day. Instagram users more frequently shop
online through the e-commerce site Shopee (45,5%), followed by Tokopedia
(32,5%) and Bukalapak (12%). The order of the respondents' reasons for choosing
the e-commerce site were more choices of available goods (37%), easy-to-use sites
(31%), and low prices (28,5%). The order of the types of goods purchased by the respondents was clothes (47,5%), accessories (31%), and shoes / sandals (22,5%)
with the largest shopping frequency of 3-5 times in the last three months. The
majority of respondents used the payment method via mobile banking (51%),
followed by e-wallets (29,6%), and ATM transfers (13,4%).
Based on the evaluation of the level of model fit, this research model includes
good fit and marginal fit so that it is feasible to test the hypothesis. Based on the
results of the structural model fit test, it was found that all hypotheses were
significant except for hypothesis 2, namely that the effect of social media marketing
was insignificant on satisfaction and hypothesis 6, namely that the effect of brand
image was not significant on loyalty. The results of this study are social media
marketing has a positive and significant effect on brand image and trust.
Satisfaction and trust have a positive and significant effect on consumer loyalty.
Brand image has a positive and significant effect on satisfaction, and satisfaction
has a positive and significant effect on trust.
Several forms of managerial implications for the company are maintaining
and increasing the accuracy of product description conformity with actual
conditions. E-commerce industry players must ensure that sellers who work with
industry players provide product information that is in accordance with actual
conditions. Furthermore, e-commerce industry players can carry out effective
marketing activities through social media marketing using Instagram, namely by
providing content that can attract consumers to shop. This can be done by providing
useful information such as providing information related to product knowledge, as
well as other information related to the e-commerce industry. In addition, ecommerce
industry players can increase responsiveness to complaints and input
given by consumers through e-commerce Instagram accounts, and be actively
involved in discussion / exchange of opinions
Pengaruh Green marketing, kesadaran lingkungan dan kesehatan terhadap keputusan pembelian produk pangan organik melalui sikap (studi kasus : PT bionic Farm)
Full text linkSince the last few decaded the world community's awareness of the
importance of environmental conservation and a healthy lifestyle has increased.
This increase is due to the great concern of a threatening environmental disaster.
Consumers are not entirely to blame for this. Producers also play a role in
decreasing environmental quality because producers usually produce goods
according to the needs and desires of consumers.
Public awareness of the importance of quality of life and good health will
open up great opportunities for the organic food product business. Indonesia is also
recognized as a potential world organic food producer. The development of organic
food products is not only traded in fresh form but also in processed form so that
consumers have more choices for organic products to be consumed. Processed
organic food is food produced from an organic farming system which includes
cultivation, post-harvest, product processing, labeling and marketing activities
which must follow the principles of organic food production according to SNI 01-
6729-2002 concerning organic food production systems.
The emergence of awareness of environmental problems has also triggered
the industrial world to present a marketing concept that emphasizes environmental
issues or better known as the green marketing concept. The green marketing
concept is needed in an effort to meet the achievement of efforts to maintain the
organism of organic products from the land to the final product (from the farm to
the table). Along with public awareness of health and environmental issues, a
business strategy with a green marketing concept becomes a promising business
opportunity. The existence of this concept will further convince the public in
deciding to buy these organic food products. In addition, public awareness of health
and environmental issues is also one of the things that influences consumer
purchasing decisions. Attitude is also one thing that affects purchasing decisions.
This study aims to analyze the influence of the application of the concept of
green marketing, environmental awareness and health on purchasing decisions for
organic food products through consumer attitudes towards Bionic Farm products.
This research uses a quantitative approach which is carried out with an online
survey method. This study used purposive sampling with a total of 220 respondents.
The data processing technique used in this study was SEM using LISREL 8.5.
The results showed that the majority of respondents in the age group 25-35
years were 86 respondents (39.09%). The majority of respondents in the study were
women as many as 131 respondents (59.55%). A total of 174 respondents (79.09%)
were married. The majority of respondents with their latest education were
undergraduate as many as 151 respondents (68.64%). As many as 59 respondents
(26.82%) were housewives. And as many as 85 respondents (36.84%) spent Rp 3
000 001 - Rp 6 000 000.
Green marketing and environmental awareness influence attitudes. Health
awareness has no effect on attitudes. Green marketing and health awareness
influence purchasing decisions. Environmental awareness and attitude have no
effect on purchasing decisions.
Other research results show that green marketing has an effect on consumer
attitudes. Environmental awareness also affects consumer attitudes. However,
health awareness has no effect on consumer attitudes. Green marketing has an effect
on purchasing decisions, but environmental awareness has no effect on purchasing
decisions. Health awareness affects purchasing decisions, whereas attitudes do not
affect purchasing decisions. The results of this research can be used as a
consideration for PT Bionic Farm for the next strategy
Formulasi strategi bisnis pada unit bisnis training di PT PTC
Full text linkCompetition in the training business in the captive and non-captive markets
is getting tighter, there is an overlapping of training organizers within the Pertamina
Group, such as the existence of Pertamina's children and grandchildren who make
training a side business (non-core business), the existence of a learning center and
corporate university inside. the main structure and in the structure of the
subsidiaries that carry out oil and gas technical training activities, management
training and leadership training for workers in internal groups as well as the strength
of newcomers such as the Teacher Room and other external training providers who
play in the managerial training and leadership training segments in the Pertamina
Group market through self-managed procurement by each of the company's
children or grandchildren as well as an impact on the slow growth of PTC's training
business. Seeing the overlapping of training organizers in the internal group, PT
Pertamina (Persero) as the parent company in 2019 issued a policy through the
Decree of the Board of Directors of PT Pertamina (Persero) as an effort to
restructure the business scope of the subsidiary and appoint PTC as the lead training
provider in the Pertamina market. Group. The appointment has not provided
significant leverage on the growth in revenue and gross profit for the PTC training
business.
This study aims to analyze the influence of the internal and external
environment on the PTC training business, formulate alternative sustainable
business strategies in an effort to increase the growth of the PTC training business
and recommend a road map for the implementation of the PTC training business
strategy. The approach used is descriptive in the form of case studies on the PTC
business training strategy.
The method used in this research is qualitative and quantitative methods.
Qualitative descriptive method is carried out through interviews to obtain data, facts
and key internal and external key factors and is supported through literature study.
The research instrument used a questionnaire. The quantitative descriptive method
is carried out by weighting and evaluating the results of filling out the questionnaire.
After data collection is carried out, the data is then processed and analyzed using a
three-stage analysis of strategy formulation to answer the objectives of this study.
The first stage of the PTC business training strategy formulation is to analyze
the internal environment using VRIO analysis, analyze external factors using
Porter's Five Force analysis, and identify stakeholder expectations using a
questionnaire tool. After obtaining five key factors from internal factors such as
strengths and weaknesses and five external factors in the form of opportunities and
threats, then weighting each factor is carried out using the paired comparison
method which is then carried out for ratings to be analyzed using the IFE and EFE
Matrix. Based on the results of the analysis of internal factors using the IFE Matrix,
it is known that the internal capabilities possessed are quite good or in an average
position (medium) in using strengths and minimizing weaknesses with a score of
2.570, while the results of the analysis on external factors using the EFE Matrix
show that the PTC business training is in a position strong to respond to opportunities and threats with a score of 3.042. By using VRIO analysis, the
resulting 15 (fifteen) core competencies are grouped for the development of future
competencies in building intensive strategies and sustainable integrative strategies,
so that 4 (four) future competencies of PTC PTC training business are obtained,
namely: (1) management optimization training, (2) digitizing training products and
services, (3) optimizing the Pertamina group synergy, and (4) digital data analytics.
The second stage is the matching stage which is carried out in two stages,
namely: the first stage, entering the key factors that have been identified into the IE
Matrix to determine the positioning of the PTC training business and the second
stage of formulating a training business strategy based on the company's position
in the IE Matrix using the SWOT Matrix. The results of the matching on the IE
Matrix show that the PTC training business is in a position of growth and
development (quadrant II in the IE Matrix) so that the strategies that can be
formulated are intensive strategies and integrative strategies. The results of the
strategy formulation using the SWOT matrix obtained 10 alternative strategies
which are grouped into 9 intensive strategies and 1 integrative strategy.
The third stage is the determination of strategic priorities using QSPM which
is then poured into the roadmap for implementing PTC's business training strategy.
Based on the results of the QSPM, it is obtained a strategic priority arrangement
that can be implemented in the roadmap for implementing PTC's business training
strategy. Recommendations used to achieve these goals are to take advantage of
future competencies and set targets that refer to the RJPP (Company Long Term
Plan) and stakeholder aspirations. The following are the roadmap recommendations
for implementing a training business strategy that are grouped according to future
competencies with a focus: (1) Optimizing training management by increasing
production process capabilities through collaboration or partnerships with LSP
(Professional Certification Institutions) and edutech startups as well as adjusting
business targets relegated to individual performance. (2) Strengthening the lead
training provider in the Pertamina Group by optimizing the synergy of the
Pertamina Group through the KSO (Joint Operation) training program with training
providers in the parent company. Synergy can be used to win competition in the
captive market by imposing standard prices on products and training services in
internal groups and creating customer loyalty programs, besides that synergy can
be used to integrate digital marketing channels that are owned for marketing and
sales online in non-market markets. -captive. (3) Development of digital analytical
data is needed to monitor changes in customer trends in captive and non-captive
terms so that it can be anticipated early. Furthermore, it needs to be supported by
procedures and tools to analyze the cost and benefits of the work to be done to
ensure that business profits can be maximized as a return to the parent company
Analisis Relationship Driver, Relationship Marketing, dan Loyalitas Nasabah di Perusahaan Asuransi Jiwa DEF
No full textGenerally, life insurance will make a long period contract between the
company and the customer. Trust plays a very important role in building
relationships, especially in service businesses which are full of uncertainty, risk
and lack of information between related parties. Therefore, life insurance
companies need to build trust in which the company can fulfill its obligations to
customers until the end of the contract after the customer has paid the insurance
premium. Insurance companies need to create a marketing strategy that provides
good service and creates two-way communication by building and managing
long-term mutually beneficial relationships with customers. Commitment from
customers is also important to maintain a relationship with the life insurance
company until the agreement ends.
There are six latent variables in this study, namely economic content
(EC), resource content (RC), and social content (SC) as exogenous variables.
Trust (KP), commitment (KM), and loyalty (LY) as endogenous variables. The
objectives of the research are (1) Identifying and analyzing customer
characteristics of life insurance company DEF, (2) Analyzing the effect of
economic content, resource content, and social content on customer trust and
commitment, (3) analyzing the effect of trust and commitment on customer
loyalty, ( 4) Formulating majerial implications to increase customer loyalty.
This research was conducted at the life insurance company DEF in
January-December 2020. The approach used in this study is a survey of customers
of the DEF life insurance company. The type of data used is primary data that
comes from filling out a structured questionnaire. The sampling technique used
was purposive sampling. The sample requirements in this study are customers of
the DEF life insurance company who have been customers for at least 1 year,
namely 55 customers. The data processing technique used in this research is
Structural Equation Modeling (SEM) based on variants, namely Partial Least
Square (PLS) with SmartPLS and descriptive analysis using SPSS and Microsoft
Excel.
Based on the results of the characteristics of the respondents in this study,
the majority of respondents were female (69%), aged 40-49 years (40%), married
(82%), and the number of family members ≤ 4 people (80%). The education level
of respondents is dominated by bachelor (71%) who work as private employees
(53%). The customer's largest monthly expenditure is in the range of> Rp.
3,000,000, - (72.7%) and domiciled in DKI Jakarta (27.3%). Respondents' biggest
perception of life insurance is that life insurance requires customers to pay a
premium within a specified time limit. Most of the respondents have experience
using life insurance other than DEF life insurance in the last 10 years in various
other life insurance (65.5%) and experience taking insurance benefits before the
contract expires (60%) with the most reason being urgent financial needs (57,
6%). Some respondents have also made life insurance claims in the last 1 year
(52.7%) and only 30.9% of respondents experienced difficulties in the claim process in the form of long claim payments. All respondents have understood the
benefits of the product and the procedure for filing a DEF life insurance claim
(100%) and almost all respondents stated that their life insurance is suitable for
their needs (94.5%). Before purchasing DEF life insurance, respondents also
searched for information related to life insurance, with the most searched
categories being premium (98.2%), payment period (98.2%), total benefits
(98.2%) ), and the type of risk borne (98.2%), from the source of the most
information obtained was insurance agents (76.4%). Most of the respondents
indicated that the main priority that was considered the most before deciding to
use life insurance was the premium paid by the respondents (41.8%).
The variables that have a significant effect on customer trust are economic
content and resource content. An indicator that has a relatively large contribution
to the economic content variable is choosing a life insurance company because the
benefits received are in accordance with the costs incurred by customers. The
indicator that has a relatively large contribution to the resource content variable is
DEF life insurance company that obeys the rules and laws so that customers feel
safe. Meanwhile, social content has no significant effect on trust. Trust has a
significant effect on customer commitment. The indicator that has a relatively
large contribution to the variable of trust is that the DEF life insurance company
can be trusted because it can run a business. Meanwhile, economic content,
resource content and social content have no significant effect on commitment.
Trust has no significant effect on loyalty. Commitment has a significant effect on
customer loyalty. The indicator that has a relatively large contribution to the
commitment variable is more profitable if it remains a customer of the DEF life
insurance company.
The managerial implication that can be applied to companies to increase
customer loyalty is by increasing the commitment of DEF life insurance company
customers to maintain relationships. Based on descriptive analysis, the index
value of the largest commitment variable is more profitable if it remains a
customer of the life insurance company DEF. This indicator is considered the
most important to form customer commitment. For this reason, companies can
create programs to increase loyalty, such as giving gifts, special points, or other
benefits when becoming a customer of a DEF life insurance company so that
customers will experience additional benefits if they remain a customer
Rancangan pengukuran kinerja unit bisnis dewatering plant dengan pendekatan Balanced Scorecard
No full textPerformance improvement is needed by every company to be able to continue
to increase production and profits. PT Freeport Indonesia (PTFI) is expanding its
underground mine in order to increase production. The Dewatering Plant business
unit as part of production line of PTFI which carries out the drying process and
shipment of concentrates has an obligation to match with the level of concentrate
production which is getting higher. To achieve the production target requires
synergy and cooperation from every party in the Dewatering Plant, including the
contractors in the Dewatering Plant, which the number are now bigger than the
employees of PTFI.
The Balanced Scorecard (BSC) is a comprehensive performance
measurement that uses four points of view to create a more balanced performance
design. Each perspective is interconnected and consists of strategic objectives that
need to be achieved by all parties. Key Performance Indicators (KPIs) are prepared
based on each strategic goal that needs to be achieved by employees, teams,
business units and companies. Performance measurement using the Balanced
Scorecard approach can assist the Dewatering Plant business unit in achieving the
desired production target.
This study aims to design performance measurement using the BSC approach
in the Dewatering Plant business unit. First, the performance measurement is
designed by analyzing the strategic targets derived from the vision, mission, and
production targets to be achieved. KPIs, target KPIs, and initiative strategies are
determined through in-depth discussions and interviews with the Dewatering Plant
business management unit. In-depth discussions and interviews were also
conducted with respondents who were determined by purposive sampling to set the
priority weighting of perspectives, strategic objectives, and KPIs. The weighting is
done using the AHP method and data processing is done using SuperDecision 2.10
software.
The result of this research is a Balanced Scorecard design which has 15 target
strategies on the overall BSC perspective and consists of 40 KPIs. The learning and
growth perspective is the perspective that has the highest priority, then followed by
the financial perspective, customer perspective, and internal business process
perspective. The strategy map made shows the causal relationship between the
perspectives and the strategic objectives of each perspective which is useful in
communicating the joint efforts of all stakeholders in achieving the goals. The
resulting strategic objective
Analisis faktor-faktor penentu harga tembaga di pasar internasional terhadap PT Freeport Indonesia
Full text linkCopper is one of the metal commodities traded on the world market because it
has an important role in human life. Copper is an excellent conductor of electricity
and heat and is resistant to corrosion. The price of copper in the international market
is influenced by supply and demand. PT. Freeport Indonesia (PTFI) is one of the
largest copper mines in the world that produces copper, therefore research is needed
on the factors that influence the movement of copper prices, such as: causality
between copper prices and observed variables, response impulses and
decomposition variances due to shock caused by observed variable on the price of
copper.
This study uses monthly data starting from January 2005 to December 2019.
The variables used are secondary data such as: Copper price, Industrial Producer
Index (IPI), Producer Price Index (PPI), Fed Rate, Consumer Price Index ( CPI),
New York Stock Exchange (NYSE), Oil Price and Gold Price. The research data
was processed using the VECM method with the help of Eviews 10 software.
From data processing, the following results are obtained: there is two-way
causality relationship between CPI and copper prices, gold prices and IPI have oneway
causal relationship to copper prices, copper prices have one-way relationship
to PPI. The shock that occurred by IPI variable gave the largest impulse response
in the short and long term to the copper price in addition to the shock that occurred
by the copper price itself. In the short term, the largest decomposition variance was
contributed by IPI and the price of copper itself, while in the long term the largest
decomposition variance was contributed by IPI, fed rate, gold price, CPI, and also
the price of copper itself.
From the results of this study, it is concluded that the variables affect changes
in copper prices are IPI, fed rate, gold price and CPI. For company analysts, it is
better to pay attention the changes of IPI, fed rate, gold price and CPI in
determining the copper contract selling price according to the duration of the copper
contract sales to be carried out, so that the selling price can be predicted that is
profitable for the company
Analisis Intensi Wakif Gen Y dalam Gerakan Digital Berwakaf Uang atau Wakaf Melalui Uang di Indonesia
Full text linkWaqf is seen as very potential in creating economic prosperity and capable of contributing to economic development, including reducing unemployment, increasing community welfare and reducing poverty. According to the Indonesian Waqf Board (BWI) in the 2019 National Sharia Finance Committee (KNKS), the potential of waqf assets in Indonesia is around Rp. 2000 trillion with an area of donated land reaching 420 thousand hectares and the potential for cash waqf reaching Rp. 377 trillion of the realized cash waqf funds collected as of 2017 only reached 199 billion. This value promises a business potential that cannot be ignored. One of the optimization of the potential of waqf is by utilizing digital payment technology as a breakthrough in supporting the digital movement of cash waqf and waqf through money.
The current technological development in Indonesia is almost more than partly driven by young people, the majority of whom are led by the millennial generation or generation Y. Generation Y is unique compared to the previous generation, for example about expertise in technology. So that the role of generation Y needs to be increased to be able to contribute to the increase in the potential for institutional waqf funds in Indonesia both in cash waqf and waqf through money. If digital payments for cash waqf and waqf through money can be implemented appropriately and target targets in Indonesia through the thoughts of the millennial generation, it is hoped that there will be significant changes in increasing the potential for cash waqf funds and waqf through money in realizing social welfare and helping solve problems. economy in Indonesia.
The purpose of this study is to identify the characteristics of wakif gen Y in waqf activities and analyze what factors influence the intention of wakif gen Y in the use of digital payment technology to encourage the digital movement of cash waqf and waqf through money in Indonesia. In general, this research is conducted qualitatively through descriptive and quantitative analysis through structural equation modeling (SEM) analysis. The data collection method is done by distributing questionnaires online. The number of samples studied was 160 wakif gen Y.
The results of the descriptive analysis of this study indicate that the dominance of respondents who make payment of cash waqf and waqf through money and use digital payment transactions is female of wakif gen Y (71.3%). In general, wakif gen Y received information on the invitation to the cash waqf program and waqf through money sourced from Nazhir institutions (69.4%) with information media sources from Instagram (73.8%) and WhatsApp (53.1%). Most of the wakif gen Y respondents have been aware of the existence of digital services for payment of cash waqf and waqf through money (95%) considering that these services are very attractive (60.6%). Factors for consideration of the main interest of wakif gen Y respondents in being able to digital waqf both in cash waqf and waqf through money are the ease of using digital payments (72.5%) and ease of waqf anytime and anywhere (69.4%). Most of the wakif geY respondents have made payment of cash waqf or waqf through money using digital payment technology where the transfer method via mobile banking is in the highest order (87.5%) while cash deposits only reach 10%. The role of wakif gen Y in being able to participate in marketing digital waqf payment services for both cash waqf and waqf through money is very high, where most of the wakif gen Y would highly recommend using digital waqf program services (66.9%).
The quantitative research results show that all the variables studied, namely performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating conditions (FC), hedonic motivation (HM), price value (PV), habit (HT), and perceived security (PS) have a significant influence on behavioral intention (BI) wakif gen Y in encouraging the use of digital payment technology for payment of cash waqf and waqf through money, where the biggest factor is habit with t value. count 12.93, and the standardized coefficient is 0.5
Upaya Peningkatan Kinerja Karyawan Bagian Pengelolaan Fresh Product di Agribusiness and Technology Park
Full text linkCurrently, the domestic horticulture sub-sector is dominated by imported
products. If this is not resolved, domestic horticultural products will loss
competitiveness and adversity for the farmers. One of the organizations that is
engaged in increasing the competitiveness of domestic horticultural products is
the Agribusiness And Technology Park (ATP). ATP disseminates science and
technology innovations in the field of horticulture with the final form of fresh
products in the form of fruits and vegetables. Based on sales data for the last few
years, the organization is currently not optimal in fulfilling orders for horticultural
products. Human resource management in the fresh product management section
is one of the things that needs to be studied by ATP with a focus on employee
management, especially their performance in order to produce quality and
quantity of work in accordance with organizational expectations.
This study aims to analyze the competency, job demand, and job resource
through work engagement on employee performance. The questionnaire was
distributed to 38 respondents by census method. The analytical method in this
study used Structural Equation Model (SEM) analysis with Partial Least Square
(PLS) approach to analyze the influence of competence, job demands, and job
resources through work engagement on employee performance.
The results showed that competence and work resources had a significant
effect on employee work engagement, while job demands had no significant effect
on employee work engagement. Furthermore, work engagement has a significant
effect on employee performance. So, efforts to improve employee performance
through work engagement can be done by increasing employee competence and
job resources provided by the organization
Pengaruh kualitas layanan petugas agen BRILink (PAB) terhadap loyalitas agen BRILink
No full textIn 2012 the Government and Bank Indonesia launched Branchless Banking or banking services without relying on branch offices but using technology to serve banking customers in all corners of the country.
In order to support the government's program in the LAKU PANDAI program (Branchless Financial Services for Inclusive Finance), BRI participated by launching a product called BRILink in 2015. BRILink is an extension of BRI in expanding BRI's banking services with the concept of Branchless Banking. The BRILink service is carried out in collaboration with BRI customers who become BRI Agents called BRILink Agents by using the BRI mini ATM EDC feature media (EDC BRILink) or by using a Smart Phone at least OS 4.4 (BRILink Mobile). BRILink services can reach people in various remote areas to get real time online banking services without having to come to the BRI work unit and queue at the Teller. Through the BRILink agent, the public can make transfer transactions, cash withdrawals, cash deposits, payment of various bills such as PLN, telephone, PDAM, BPJS, vehicle loan installment payments and several other banking services. As for BRILink agents, they will get additional income in the form of fees and have the potential to increase customer segments due to the presence of the community at the agent outlets.
The benefit of this service is the concept of sharing fee (50:50 composition) between BRI and BRILink agents. Another advantage for BRI is in the form of network expansion, saving operational costs because it does not have to open branches, generating fee-based income, increasing CASA and potentially for cross selling products.
To supervise BRILink services directly in the field, BRI assigns employees called BRILink Agent Officers (PAB) who are responsible for monitoring, coaching and evaluating BRILink Agent activities with Key Performance Indicators achieving a minimum BRILink Agent sales volume of 200 transactions per month. In addition, PAB is also responsible for maintaining and handling first-level maintenance of the supporting infrastructure for BRILink Agents so that they are always available, can be used properly and meet display standards.
In fact, the performance of BRILink Agents managed by BRI Offices in the Jakarta 3 area is still not optimal, because there are still many BRILink Agents which monthly BRILink transactions are still below the standard or have not reached 200 transactions per month. The low BRILink Agent transactions illustrates that PAB has not been able to carry out their duties and responsibilities optimally in achieving the sales volume target of BRILink transactions.
Therefore, immediate action is needed to find out what factors are dominantly influencing the low performance of the BRLink Agent and to what extent the PAB can serve their needs. The quality of PAB services that are less than optimal in serving BRILink Agents will have an impact on the satisfaction and trust of BRILink Agents towards BRI and this of course will affect the loyalty of BRILink Agents. This is a threat that must be addressed immediately.
In this regard, this study aims to analyze the quality of PAB services and PAB's ability to handle various complaints from BRILink agents. The ability of the PAB will be analyzed how much influence it has on the level of satisfaction, trust and loyalty of the BRILink Agent, in order to achieve the BRILink Agent transaction volume target.
This study used a questionnaire with a five-point Likert scale. Questionnaires were submitted to 300 respondents, namely BRILink agents who were used as samples, which were located in West Jakarta, Banten and West Kalimantan. The respondent's requirement is a BRILink Agent who has been a BRI Agent for a minimum of 6 months and the number of transactions is under 200 transactions per month. Questionnaires were distributed by BRI employees, namely the Resident Auditor Unit (RAU) in the local area. There are 274 questionnaires that have been returned and have been completely filled out.
The data analysis technique uses the Structural Equation Model (SEM) method and uses Lisrel 8.72 software to analyze the casual relationship between service quality, satisfaction, trust and loyalty of BRILink agents, and to evaluate hypotheses regarding the relationship between model construction.
The results of this study indicate that all Service Quality indicators have a significant effect on BRIink Agent Satisfaction, BRILink Agent Satisfaction has a significant effect on BRILink Agent Trust and Loyalty. What greatly affects the satisfaction, trust and loyalty of BRILink Agents is the frequency of PAB visits to BRILink Agents, PAB's ability to motivate BRILink Agents, and BRI must improve the quality of the system and network