Journal of Business and Management
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Assessment Of Service Quality On The International Airmail Service By Pos Indonesia And Its Influence To Customer Satisfaction
No full textThe way of communication using postcards and letters no longer becomes the primary channel of communication. While most people have switched their overriding communication channel from letters to phone messaging, this traditional communication using letters and postcards is still popular as a hobby. There are approximately 250 active snail mail enthusiasts and around 8,500 people joined a postcard exchange community called Postcrossing in Indonesia currently. These activities mainly use the country’s official postal service to post the letters and postcards which is Pos Indonesia. This study is preceded by a preliminary research and it is indicated that many snail mail and postcard swap enthusiasts encounter unpleasant experiences towards the International Airmail Service by Pos Indonesia. This study aims to assess the service quality of Airmail in Pos Indonesia and how it affects the customer satisfaction. Ten dimensions of logistic service quality (LSQ) are assessed. This study adapts a quantitative method which collects data from 200 respondents that consists of the users of Airmail Service. The data is analyzed using multiple linear regression in SPSS. The result of the assessment shows that three out of ten dimensions significantly influence customer satisfaction (Reliability, Timeliness, and Flexibility), while the remaining seven dimensions do not have a significant relationship to customer satisfaction (Tangibles, Responsiveness, Assurance, Empathy, Cost, Order Condition, and Personal Contact Quality). Suggestions are provided for PT Pos Indonesia in implementing strategy to maximize their service in order to satisfy customers and there are also suggestions for the future research. Keywords: Service Quality, Customer Satisfaction, Pos Indonesia, Logistic Service Quality, International Airmail Service
Market Penetration Strategy For Frost Sensitive Skin
No full textAbstract. The pet’s health is the responsibility of the owner. Research has shown that allergic condition in dogs is associated with chicken in the dog’s diet. In Indonesia, dog food is sourced from fish made to combat acute/sensitive skin conditions, namely Frost Sensitive Skin. Frost has been around in the Indonesian pet food market since 2016. Frost has always lack of marketing effort since the company that imported it relied on the salesman. With this market penetration strategy, it aims to add the marketing effort for the product to increase its awareness among dog owners in Indonesia. The conceptual framework will be Ansoff Matrix, with external analysis as Porter’s Five Forces and internal analysis SWOT. The author should consider implementing this marketing penetration strategy for Frost Sensitive Skin. Keywords: pet food; super premium dog food; sensitive skin; market penetration strateg
Problem Identification And Propose Solution For A Small And Medium Enterprise In Educational Industry: A Case Study Of Madu Toys
No full textMadu Toys is an SME selling educational toys that is currently experiencing a decline in their business. This study aims to identify the causes of this problem and propose solutions to overcome it. To find these problems, it is necessary to analyze the business situation which is separated into internal and external. External analysis will be carried out using four methods, namely Porter Five Forces, PESTLE, competitor analysis, and customer analysis while internal analysis will be carried out using company analysis. Data collection methods used include observation, literature study, interview, and questionnaires. The results of the analysis show that there are problems in several areas. In marketing, problems are found in business channels, low customer loyalty, and promotions. Problems in operations are related to profit margins and product variety offered by suppliers. In finance, the problem lies in financial recording and budgeting. In addition, Madu Toys\u27 unreliable source of income is increasingly visible with the Covid restrictions. In human resources, the problem is related to employee retention and maintaining employee quality. To overcome all these problems, the proposed solution is for Madu Toys to find alternative business channels and alternative suppliers. For promotion, Madu Toys should start a social media account with the support of content advertising and online advertising. In addition, Madu Toys is recommended to have a referral program, partnership with preschool, and in-store events. Madu Toys must also add after-sales service to increase customer loyalty. Regarding human resource issues, Madu Toys is encouraged to improve their working relationship with its employees. For financial management problems, Madu Toys can overcome them with training and recruitment. Keywords: Problem Identification, Propose Solution, Educational Toys, SME, Root Cause, SWOT Analysis
Business Plan Tani Berhasil: Rice Field Harvest Services Business Using Combine Harvester Machine
No full textTani Berhasil, established in 2021, is a business based in Sidoarjo, East Java which engage in an agricultural industry. Tani Berhasil put a business plan into action thanks to this research. A business plan is a collection of presentations outlining a company\u27s operational plans. The author\u27s goal in writing this business plan was to provide all different kinds of plans, which have been condensed into a number of chapters and sub-chapters, each with a specific set of guidelines. The other aims of this research is to optimize the performance of the firm to get a better output in the future. Business Model Canvas is used to create a business plan that covers everything from financial options for the company to production process to target market sales. The author has improved Tani Berhasil’s plan to business action as an output of this research. As part of the process, 25 rice field owners (From numbers of group farmers) who own minimum a hectare of rice field in one group farmers are selected for the interview for this research. The author gathers data from a variety of sources using both primary and secondary data sources, including conducting interviews and focus group discussion, focusing on journals, as well as data from the government or other sources from a recognized formal institution. Tani Berhasil intends to help minimize a variety of economic challenges that have arisen as a result of COVID-19. Harvest services using combine harvester machine is a services that Tani Berhasil sells. Keywords: Business Plan, Agriculture, Tani Berhasil, Combine Harvester Machine
Adoption Of Buy Now Pay Later In Digital Platform For Top Line Growth: A Case Study Based On Pilot Project Of Startup X
No full textStartup X adalah perusahaan teknologi keuangan di Indonesia dengan fokus utama pada akuntansi digital dan pembayaran tagihan untuk UMKM. Pada akhir 2021, basis pengguna mereka saat ini berkisar sekitar 3,5 juta pengguna. Dengan jumlah tersebut, mereka ingin mulai mengeksplorasi berbagai proyek percontohan untuk mencari jalan monetisasi sebagai langkah selanjutnya untuk usaha mereka. Dalam proyek khusus ini, Startup X ingin memanfaatkan Buy Now, Pay Later (BNPL) sebagai sarana untuk meningkatkan pertumbuhan top-line mereka. Penelitian ini bertujuan untuk melihat apakah pertumbuhan lini atas Startup X dapat dipengaruhi dengan cara apa pun dengan BNPL. Dengan metode kuantitatif, hasil percobaan menunjukkan peningkatan nilai pesanan rata-rata per transaksi dan jumlah transaksi per pengguna selama periode percobaan. Dari hasil ini, peneliti menyarankan Startup X untuk meluncurkan BNPL di kota-kota Tier 1 lainnya karena Startup X tidak memiliki tolok ukur internal yang tepat untuk jenis produk ini. Kata kunci: startup, fintech, bnpl, pay later, pertumbuhan lini atas
Measuring And Improving Employee Engagement On Generation Z Employees (A Study In Pt Bdab)
No full textAbstract. Currently at its sixth year of operation, PT BDAB-an SME based in Bandung-has gone through several organization makeovers. With a team currently filled with Generation Z employees in the company, PT BDAB faces a risk of repeating another episode of organization makeovers in thefuture. As seen on the 2021 data of CareerBuilder–US based career site–the average time Gen Z employees spend in a role or job is two years and three months, even less than the millennials’ average of two years and nine months. This behavior is suspected due to several reasons, with one of them being the low level/lack of employee engagement. This research aimed to help PT BDAB minimize the risk of employee turnover by measuring the current condition of employee engagement in PT BDAB. With a qualitative method by interviewing 14 employees of PT BDAB, the results showed several drivers of employee engagement that were neglected in PT BDAB. By implementing plans to improve the engagement drivers, PT BDAB can improve its employee engagement and minimize the risk of another complete organization makeover.Keywords: Employee Engagement, Generation Z, Small-Medium Entrepris
The Influence Of Sharia Financial Literacy On Msmes Performance: The Study Case In Indonesian Muslim Entrepreneur Community (Kpmi) On Java Island
No full textAbstract. Maqashid Sharia is essential to benefit society, especially in business activity. Currently, Indonesia with a majority of Muslims, this country has a low number of entrepreneurs below Singapore, Malaysia, and Thailand. Based on data from the Ministry of Cooperative Small and Medium Enterprises of Indonesia in 2019, there are 65.47 MSMEs units in Indonesia. This is also not supported by financial literacy, especially in terms of Sharia Financial literacy because Indonesia has still low with a number of literacy 8.93%. In fact, Sharia financial products can have a big impact performance of MSMEs in running their business, which means Sharia financial literacy as well. The Indonesian Muslim Entrepreneur Community (KPMI) is the largest association of Muslim entrepreneurs who are running their businesses to be sustainable and improve their performance in business activity so that can reach Maqashid Sharia and this Sharia financial literacy is important for KPMI. This study used a quantitative approach with 160 respondents in Java island using a questionnaire and was analyzed using PLS-SEM. To conclude, this research on members of KPMI on Java island that proved Sharia financial literacy has a significant influence on their performance. Keywords: Maqashid Sharia, Sharia Financial Literacy, MSMEs performance
The Financial Literacy In The Adoption Of Digital Financial Services Among Young Adults In Bandung: Evidence From Young Adults Using E-Wallet And Pay Later
No full textThe topic of financial literacy within the adoption of digital financial services in Indonesia has been slowly brought up by researchers to find how much knowledge the average Indonesian has. This may branch into many other topics such as using online loans and investing in platforms. The purpose of this research is to find whether young adults in Indonesia are prepared on using digital payments and whether they are responsible towards their financial decision making in their daily life within digital payments. This study uses the first UTAUT framework proposed by Venkatesh et al. (2003) to find whether they are ready to adopt digital payments in this day and age. There are several variables that are independent which are performance expectancy, effort expectancy, social influence, and facilitating conditions. Moreover, the dependent variables are behavioral intention, financial literacy, and use behavior. Financial literacy is represented as a dependent variable as it depends on the behavioral intention which shows the intention of the user to actually utilize the service. The methodology of this study is a structured interview using questionnaires for 200 respondents which is quantitative. Then the data is processed using PLS-SEM. This research has indicated that the variables are significant, however there are two hypotheses that are rejected as they are expected to be not significant. The variables are significant to each other. This shows that financial literacy has an impact towards the adoption of digital payments. Keywords: Financial literacy, Digital Financial Services, E-wallet, Young Adults
The Challenge Of Sustainable Initiatives To The Growth Of Small And Medium-Sized Enterprises In Indonesia
No full textIndonesia knowingly has huge potential to pursue national economic growth through its SMEs which are recognized as the largest in Southeast Asia. Regardless of the impacts on local employment and GDP enhancement, the proliferated SMEs in Indonesia certainly contribute to the nation\u27s or even the world’s pollution and waste accumulation. The government\u27s initiative related to this issue was previously poured through the Low Carbon Development Initiative (LCDI) in 2017 and Rencana Pembangunan Jangka Menengah Nasional (RPJMN) 2020-2024 in 2020. However, these kinds of sustainability initiatives are certainly not only the government task alone but also the task of the private sector in Indonesia such as SMEs. This research is taking five samples of Indonesian SMEs through the structured interview method in collecting the data and coding approach in analyzing the data according to the attributes from SMEs Growth Determinants and Sustainable Business Model (SBM). This research finds that environmentally friendly initiatives are considered more challenging than supporting social inclusivity in SMEs. Interestingly, the most influential factors of all SMEs to support the sustainability initiatives are sourced from the internal factors of SMEs toward their responsibility to the environment and society. Keywords: Indonesia, SMEs, sustainability challenges, sustainability factors
Analyzing The Influence Of Smma And Cx On Uniqlo’s Instagram Shop Purchase Intention Through Relationship Quality
No full textSocial media has become a necessary platform for many businesses in the world. As their new advanced features called Instagram Shop, allow enterprises to create direct communication and good relationships with their customers. As well as to assist them in making purchases easier in order to increase purchase intention. Many of the global leading brands already use this new feature. Therefore, businesses that use social media as a marketing strategy and a purchase method platform should be supported by appropriate marketing activities and provide a positive customer experience in order to improve the relationship quality between customer and the brand. This study examines the variables Social Media Marketing Activity (SMMA) and Customer Experience (CX) to assess the quality of the customer relationship, which can influence one of the customer behavioral outcomes, which is Purchase Intention (PI). This study’s sample consists of users in Indonesia who use social media and have purchased Uniqlo through an instagram shop for the last six months. SmartPLS 3 was used to measure and analyze the 250 online questionnaire surveys. The findings indicate that Social Media Marketing Activity (SMMA) have a significant influence on customer’s Purchase Intention (PI) through Relationship Quality (RQ). While Customer Experience (CX) has a direct influence on customer’s Purchase Intention (PI). This research guides enterprises that use Social Media Marketing Activity (SMMA) and Customer Experience (CX) dimensions to achieve marketing objectives and generate long-term performance as a medium to increase Purchase Intention (PI). Keywords: Social Media Marketing Activities, Customer Experience, Relationship Quality, Purchase Intention, Instagram Sho