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Analisis Implementasi Customer Relationship Management (CRM) pada Aplikasi Coffee Shop Kekinian di Kota Surabaya
Full text linkThe coffee shop industry in Surabaya is experiencing rapid growth due to increasing
customer interest in coffee culture. Intense competition has driven business owners to
adopt Customer Relationship Management (CRM) strategies to enhance customer
loyalty. This study aims to analyze CRM implementation in coffee shop applications in
Surabaya and measure its impact on customer satisfaction and loyalty. A quantitative
research approach with Partial Least Square (PLS) analysis was used. Data were
collected through a questionnaire from 163 respondents who are users of coffee ordering
applications in Surabaya. The findings indicate that application design, customer
identification, customer attraction, customer retention, and customer development
significantly influence customer satisfaction. Additionally, customer satisfaction
positively contributes to customer loyalty and revisit intention. The study highlights the
importance of optimizing digital CRM strategies to improve customer engagement and
retention
Rancang Bangun Aplikasi Penilaian Kinerja Mahasiswa Berbasis Panduan Simkatmawa Iku Ristekdikti Pada Universitas Hayam Wuruk Perbanas
Full text linkStudent performance assessment is a crucial aspect in supporting accreditation and student affairs governance in higher education. Universitas Hayam Wuruk Perbanas faces challenges in managing student achievement data, which is still conducted manually and prone to errors and delays. This study aims to design and develop a web-based student performance assessment application based on the SIMKATMAWA IKU Ristekdikti guidelines. The system was developed using the Agile Development methodology and implemented using the CodeIgniter 4 framework and PHP programming language. The application includes features such as achievement data management, recognition, certification, performance aspects, and an information dashboard. Testing using the Black Box method shows that all functions operate as expected. The application enables a more efficient, accurate, and real-time performance evaluation process, and supports decision-making by university administrators
Prosedur Penerapan Standar Penampilan Pegawai Di PT Bank Pembangunan Daerah Jawa Timur Tbk
Full text linkThis study aims to describe and analyse the procedures for implementing employee appearance standards at PT Bank Pembangunan Daerah Jawa Timur Tbk (Bank Jatim), as well as to identify the obstacles and solutions faced by the Service Excellence Subdivision in its implementation. Employee appearance is an important element in supporting the quality of banking services and creating a positive image of the company in the eyes of customers. This study uses a qualitative descriptive approach with data collection techniques through observation, interviews, and documentation. The results of the study indicate that the implementation of employee appearance standards at Bank Jatim has been carried out systematically through internal guidelines, regular training, and monitoring by the Service Excellence Subdivision. Appearance standards not only cover the use of uniforms but also reflect professional attitude, cleanliness, and neatness. Challenges faced include insufficient employee discipline, weak supervision in some branches, and inconsistent enforcement of penalties. To address these issues, Bank Jatim has begun implementing an educational approach, strengthening evaluation and supervision systems, and striving to integrate these procedures into the performance management system. This study is expected to contribute to improving service quality and strengthening professional work culture within the banking sector.
Keywords: Appearance Standards, Implementation Procedures, Service Excellence, Bank Employees, Bank Jati
Digital Marketing Transformation Plan: Perancangan Strategi Pemasaran Digital Berbasis Website Studi Pada UMKM Achas Collection
Full text linkThis research was conducted at Achas Collection MSME, a convection business that was established in 2015. The marketing strategy implemented previously was still limited to conventional methods such as distributing brochures and word of mouth, as well as digital marketing that only used WhatsApp Story. This causes the market reach to be not optimal, the ordering system is not efficient, and the business image does not look professional. As a solution, this research designs a product promotion website that is integrated with catalogs, prices, product descriptions, business profiles, and order forms that are directly connected to WhatsApp Business. The website is designed with a professional and user-friendly appearance to attract customers' attention and build a modern business image. The results showed that the implementation of a website integrated with WhatsApp Business significantly improved the ease of access to product information, expedited the ordering process, and expanded the reach of promotion. Customers responded positively to the ease of use and informative website display. Those, the existence of a website that has been integrated with other platforms is an effective strategy to increase competitiveness and support the sustainable growth of Achas Collection MSMEs
Sistem Manajemen Piutang Berbasis Excel For Accounting pada PT. Nawasena Karya Prima
Full text linkPT. Nawasena Karya Prima is currently grappling with the challenges posed by the manual management of accounts receivable, which has resulted in delays in debt collection and difficulties in monitoring the status of outstanding payments. The objective of this study is to develop a system for managing accounts receivable in Excel for Accounting that utilizes VBA macros to automate the recording, monitoring, and reminder of overdue payments. The study employs a qualitative approach, examining the system's design through observational studies, interviews, and document analysis of credit transactions from May to June of 2025. The result of the implementation is a system of Excel that is integrated with features for inputting data, electricity, dashboard monitoring, and automated reminders. The integration of these features has the potential to increase the efficiency of managing accounts receivable, minimize the delay in invoicing, and provide accurate information about the status of accounts receivable. The integration of these features also has the potential to create a more structured and accountable workflow.
Keywords: Excel for Accounting, VBA, Automation, Accounts Receivable, PT. Nawasena Karya Prim
FAKTOR-FAKTOR YANG MEMENGARUHI KEPUTUSAN NASABAH MENGGUNAKAN PRODUK BPR ANJUK LADANG: KAJIAN TERHADAP DIGITALISASI LAYANAN DAN DINAMIKA PASAR
Full text linkThe study examines factors influencing customer decisions in using products of BPR
Anjuk Ladang, focusing on service digitalization and market dynamics. A quantitative
explanatory approach surveyed 150 active customers. Results show that customer trust
has a significantly positive effect on product usage decisions, while human resource
(HR) quality has a significant negative effect. Product variety and digital services show
no significant direct influence. Customer age significantly moderates the effects of
trust and HR quality: trust has a stronger impact on younger customers, while HR
quality is more crucial for older customers. Age does not moderate product variety or
digital services. These findings highlight the importance of building trust and tailoring
digital strategies to different age segments to enhance adoption of BPR products.
Keywords: BPR; Customer age; Customer decision; Digital services; Trus
Pengaruh Faktor Internal Bank Terhadap Profitabilitas Bank Perekonomian Rakyat
Full text linkThis study investigates the influence of internal bank factors on the profitability of Rural Banks (BPR) in the OJK Jember jurisdiction during the 2021–2023 period. Profitability is measured using Return on Assets (ROA) as the dependent variable, while the independent variables consist of Capital Adequacy Ratio (CAR), Non-Performing Loans (NPL), Loan-to-Deposit Ratio (LDR), Cash Ratio (CR), and Operating Expenses to Operating Income (BOPO). The research employs panel data comprising 34 Rural Banks with 99 balanced observations and applies the Random Effects Model for estimation after conducting classical assumption tests. The results indicate that BOPO has a significant negative effect on ROA, demonstrating that high operational costs reduce profitability. Conversely, CAR, NPL, LDR, and CR show no significant effect on ROA individually, although collectively, all independent variables explain 88.03% of the variation in profitability. These findings highlight that operational efficiency plays a crucial role in enhancing the performance of Rural Banks, while the insignificance of other financial ratios may reflect the unique characteristics and regulatory environment of BPRs in the region.
Keywords: profitability, Rural Banks, CAR, NPL, LDR, CR, BOP
Analisis Hubungan Pemasaran Digital, Kualitas Layanan Kesehatan, Kepuasan Pasien, dan Loyalitas Pasien di Puskesmas Rangkah
Full text linkThis study aims to analyze the effect of digital marketing and health service quality on patient satisfaction and loyalty at Rangkah public health center, Surabaya. The background of this study is based on the increasing need for responsive, modern, and digital technology-based health services, especially in the context of competition with private health facilities. This study uses a quantitative approach with data collection techniques through questionnaires distributed to 265 respondents who have been treated at Rangkah public health center. The analysis method used was Structural Equation Modeling-Partial Least Square (SEM-PLS). The results showed that both digital marketing and health service quality had a significant effect on patient satisfaction and loyalty. In addition, patient satisfaction was shown to act as a mediating variable between digital marketing and service quality with patient loyalty. These findings confirm the importance of integration between effective digital marketing strategies and improved service quality in building sustainable patient loyalty. This study provides strategic implications for public healthcare managers in the face of digital transformation in the healthcare sector.
Keyword: Digital Marketing, Quality of Health Service, Patient Satisfaction, Patient Loyalty, Public Health Cente
Pengaruh Kecerdasan Emosional Dan Kepemimpinan Transformasional Terhadap Kinerja Pekerjaan Dengan Mediasi Keterikatan Kerja Pegawai Di Kecamatan Karangpilang Kota Surabaya
Full text linkThis study aims to analyze the influence of Emotional Intelligence (EI) and Transformational Leadership (TL) on Job Performance (JP), with Work Engagement (WE) as a mediating variable. The research object is employees in Karang Pilang District, Surabaya, using a quantitative explanatory approach through a closed-ended questionnaire survey. A sample of 100 respondents was obtained using the snowball sampling technique. EI was measured through self-awareness, self-management, social awareness, and relationship management. TL included idealized influence, inspirational motivation, intellectual stimulation, and individualized consideration. WE consisted of vigor, dedication, and full absorption. JP was measured based on task achievement, productivity, and responsibility. Data analysis was conducted using SEM-PLS with SmartPLS.
The results of this study indicate that employee performance in Karang Pilang District, Surabaya, is influenced by emotional intelligence, transformational leadership, and work engagement. However, for transformational leadership not to have a negative impact on performance, a balance between innovation and stability as well as a participatory approach is required. This study is expected to provide both theoretical and practical contributions to improving employee performance in the public sector.
Keywords: Emotional Intelligence, Transformational Leadership, Job Performance, Work Engagemen
Pengaruh Sistem Informasi Pegawai, Kompetensi Pegawai Dan Person-Jobfit Terhadap Kinerja Pegawai Puskesmas XYZ Dengan Kepuasan Kerja Sebagai Variabel Mediasi
Full text linkAbstract
The abstract contains a brief description of the purpose: describes the objectives
and hypotheses of the research. Methods: describes the essential features of the
research design, data, and analysis. It may include the sample size, geographic
location, demographics, variables, controls, conditions, tests, descriptions of research
design, details of sampling techniques, and data gathering procedures. Results:
describes the key findings of the study, including experimental, correlational, or
theoretical results. It may also provide a brief explanation of the results.
Implications: show how the results connect to policy and practice and provide
suggestions for follow-up, future studies, or further analysis