Jurnal Manajemen Indonesia
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Implementation Of Customer Relationship Management In Order To Build Customer Satisfaction And Loyalty
Full text linkThis study aims to examine the impact of the implementation of customer relationship management (CRM) on customer satisfaction and loyalty, and the impact of satisfaction on customer loyalty of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The research instrument used was a questionnaire. The research covered employees, technology, sales, products, and performance. The population of this study is all depositors of government commercial banks (BNI, BRI, Bank Mandiri, and BTN) in East Java Province. The sampling method uses purposive sampling with a total sample of 120 respondents taken in three locations in three cities in the East Java region, namely: Jember City represents a small town, Malang City represents a medium city, and Surabaya City represents a large city. The allocation of the number of samples for each bank and each city is carried out proportionally. Data analysis models use Structural Equation Modelling (SEM). The analysis shows that CRM has a significant positive effect on customer satisfaction and loyalty, and customer satisfaction has a significant positive effect on customer loyalty.
Keywords — customer relationship management, customer satisfaction, customer loyaltyPenelitian ini bertujuan untuk menguji dampak: implementasi customer relationship management (CRM) terhadap kepuasan dan loyalitas nasabah, serta menguji dampak kepuasan terhadap loyalitas nasabah Bank Umum Pemerintah (BNI, BRI, Bank Mandiri, BTN) di Propinsi Jawa Timur. Instrumen penelitian menggunakan kuesioner. CRM yang diteliti meliputi karyawan, teknologi, penjualan, produk, dan kinerja. Populasi penelitian ini adalah seluruh nasabah penabung Bank Umum Pemerintah (BNI, BRI, Bank Mandiri, BTN) di Provinsi Jawa Timur. Metode sampling menggunakan purposive sampling dengan jumlah sampel sebanyak 120 responden yang diambil di tiga lokasi di tiga kota di wilayah Jawa Timur, yakni: kota Jember mewakili kota kecil, Kota Malang mewakili kota sedang dan kota Surabaya mewakili ota Besar. Alokasi jumlah sampel untuk masing Bank dan masing-masing kota dilakukan secara proporsional. Model analisis data menggunakan Struktural Equation Modelling (SEM). Hasil analisis menunjukkan bahwa CRM berdampak positif signifikan terhadap kepuasan dan loyalitas nasabah, dan kepuasan nasabah berdampak positif signifikan terhadap loyalitas nasabah.
Kata Kunci: Customer Relationship Management, Kepuasan Nasabah, Loyalitas Nasabah
 
Fenomena struktur modal di Indonesia
No full textThis study aims to provide empirical evidence regarding the capital structure phenomenon in non-financial sector companies in Indonesia. The study population was all non-financial companies listed on the Indonesia Stock Exchange for the 2014-2018 period. The research sample of 1,770 companies obtained through the purposive sampling method. This research uses descriptive study method. The result of this study show that the basic industry and chemical sectors have the highest average use of debt than other non-financial sectors in the 2014-2018 period. Meanwhile, the consumer goods industry is the non-financial sector, with the lowest average debt utilization level in the 2014-2018 period. This study sees that, in general, the company's capital structure changes with changes in macroeconomic conditions.
Keywords— Capital structure; descriptive study; phenomeno
The Efficacy Strategy of the Launching New Variety Product: Case Study Bagong Canned Gudeg a Traditional Foods from Yogyakarta
Full text linkNowadays, culinary industries significantly enhance capacity product diversification to endorse economic development. This significant change appears to unlock the product's positioning in the market through various foods industries. Also, R & D results often become a solution for fostering the movement of creative industries to appear. Food canning technology has enough potential to be developed as an appropriate production process, increased market share, attractive packaging that consumers prefer, and an affordable price. In the case study, we used the trademark Bagong with five tastes as product industry as traditional foods from Yogyakarta. The purpose of this paper conducted to find the efficacy strategy for launching the product Bagong Canned Gudeg. As one of the flagship products of traditional food with a high taste derived from the recipes of ancestral people of Yogyakarta based on the development of technology R & D results. The method performed with qualitative data using Test Product Preferences (Organoleptic Test) to understand consumers' level of Bagong Canned Gudeg with 5 product variants on various attributes, market segmentation, and in-depth interviews have engaged in the business canned gudeg owner and company management with 74 respondents from Bandung, Bogor, and Yogyakarta area. This study indicates that based on the marketing analysis results, the products developed worthy of being marketed and received positive results from the consumers (respondents).
Keywords— Bagong Canned Gudeg; Case Study; Efficacy Strategy; Launching New Product; Traditional Food
Shaping Dynamic Capabilities Through Merger & Acquisition Activity: Context Of Banking Industry
Full text linkDigitalization is being accelerated by the ongoing COVID-19 crisis, which has the boosted demand for digital services. The Banking industry must adapt to keep up with the digitalization disruption by exploiting Mergers and Acquisitions (M&A) or establishing Financial Technology related to capturing dynamic capabilities. Dynamic capabilities in the banking context can be achieved whenever additional values were shown in the post-M&A process, bringing the financial and operational performance in better condition for the acquiring banks. The purpose of this paper focuses on exploring mergers and acquisitions in the banking industry through the lens of dynamic capabilities. Hence, based on several literatures that has been elaborated, this paper aims to formulate the conceptual model of dynamic capabilities in mergers and acquisitions in the banking industry. The conceptual model demonstrates that the convergence of capability in sensing and seizing opportunities can result in new product development, while the nexus of sensing and transforming capabilities generates cost and operational efficiency in the context of the banking industry.
Keywords—Dynamic capabilities; Merger & Acquisition; Banking; Conceptual Model; Financial Technology; Value creation. COVID-19
Application of Job Design Strategy for Businesses MSMEs Facing the New Normal Era
Full text linkThe process of determining an organization's purpose to achieve its goals using three approaches is known as job design, particularly job enlargement, job rotation, and job enrichment. This study aims to prove and see how job design can be used as a strategy in the new normal era of business to improve the quality of human resources. This study adopted mixed-method research with quantitative and qualitative approaches. Data was carried out through literature studies (reputable journals), questionnaires, and in-depth interviews through Zoom, Google Meet, and WhatsApp applications. Data processing is done by collecting data with purposive sampling of 164 respondents. The data is managed using SEM AMOS & Nvivo plus 12 applications. Furthermore, on task significance, skill variety, autonomy, feedback, and task identity, study the potential motivation index based on the Motivating Potential Score (MPS). Finally, an assessment was carried out with the Job Diagnostic Survey (JDS) to produce a potential motivation score, namely low, moderate, or high motivation. The findings of this study suggest that job design can be used as a business strategy in the face of the new normal era for improving the quality of human capital since there is a high motivation strengthening by job rotation, job enlargement, and job enrichment. It is strengthened by achieving job design on motivation that increases productivity, commitment, and satisfaction and reduces turnover intention, insecurity, and work stress.
Keywords—Job Design; Motivating Potential Score (MPS); Job Diagnostic Survey (JDS); MSME Business; New Norma
Human Resources Management in Family Businesses – Case of North Macedonia
Full text linkThis paper analyses one of the most important aspects of any organization, and that is how to manage human resources in a specific type of business, i.e., family businesses in North Macedonia. The reason for focusing on this topic is twofold. First, family businesses make up the majority of businesses in North Macedonia, and secondly, the HRM in these businesses is very specific and complex. The research was done through the questionnaire (distributed electronically and physically) by surveying family businesses in North Macedonia, in total 150 questionnaires were distributed and 141 were received. The questionnaire included 15 questions which included some general information about the family business profile, to continue with the part that deals with aspects of human resource management. The results obtained from the research provide an overview of how important human resources are considered for family businesses in North Macedonia and how managing them adequately affects the performance of businesses and employees.
Keywords— Human Resource Management, family businesses
The Role of TQM Practice in Improving Business Performance’s Pharmaceutical Industry in Indonesia
Full text linkThe primary purpose of this study is to investigate the role of Total Quality Management (TQM) on business performance in various dimensions. This study proposes a conceptual model that intends to study several research hypotheses. The data were obtained through an online questionnaire, sent to pharmaceutical companies manufactured generic products in Indonesia. The study was conducted based on responses received from 168 valid questionnaires, and it was used partial least squares structural equation modeling (PLS-SEM) to test the hypotheses. Furthermore, we use both of reflective and formative construct with second order/higher order construct in our model of study which is rarely found in the previous study. This research analyzed the dimensions studied in different aspects. TQM variable consists of seven practice, namely management commitment, supplier quality, employee involvement, leadership management, customer orientation, continuous improvement and quality management system, and with respect to business performance, this variable was analyzed through four different perspectives, namely, financial, customer, internal business process and learning & growth. The findings indicate that companies adopt total quality management get improvement in their business performance. Leadership management has greater effect on the successful of TQM practice compared to other TQM dimensions. This study also provides a particular contribution for the companies and expect to be used as feedback related to the execution of their TQM implementation to improve their business performance.
Keywords— Balanced Scorecard; Business Performance; Pharmaceutical Industry; Total Quality Management
 
Eco Design, Internal Environment Management, Just in Time and Organizational Performance: Examining Moderating Role of Trust: Examining Moderating Role of Trust
No full textThe prime objective of the present study is to examine the impact of Just in time production, internal environmental management, and eco-design on organizational performance. Furthermore, the moderating role of trust between internal environment management and organizational performance is examined as well. The data for the present study is collected from the customers of the textile industry through convenient sampling. The response rate was 74%. The collected data was analyzed through PLS-SEM. The findings of the study revealed that eco-design and internal environmental management significantly impact organizational performance. Whereas trust moderates positively the relationship between internal environment management and organizational performance. On the other hand, the impact of just-in-time production on organizational performance is not significant. The findings of the present study are helpful for practitioners and decision-makers of the textile industry dealing in the supply chain in developing a strategy to enhance organizational performance.
Keywords— Eco-Design; Trust; Organizational Performance; Internal Environment Management; Indonesi
A data-driven investigation of successful local film profiles in the Indonesian box office
Full text linkMany local film industries in developing economies are struggling to compete with foreign film hits. Surprisingly, despite the high exposure from imported films, the Indonesian film industry has maintained a robust domestic market in the last decade. This study aims to gather insights from this phenomenon by examining the key factors that distinguish the profiles of non-successful and successful local films at the Indonesian box office. The analysis was conducted based on the characteristics of 225 local films from 2017 to 2018. We employed a recent method to generate such profiles, namely the tree-based comparative analysis, which uses a machine learning model to augment the cross-case comparisons from a large pool of data. The study result suggests that the success of local films is mainly driven by the actor's popularity and the presence of foreign movie hits at the box office. Besides, we also found that the distinction between moderately successful and highly successful local films predominantly lies in story familiarity, suggesting the efficacy of the "brand extension" strategy in the Indonesian film industry. The study concludes by offering some managerial insights for producers and distributors to deliver successful films at the box office.
Keywords— local film; Indonesian box office; success profiles; tree-based comparative analysisBanyak industri film lokal di negara-negara berkembang kesulitan untuk bersaing dengan film-film asing. Anehnya, terlepas dari tingginya paparan film impor di pasar domestik, industri film lokal di Indonesia justru mampu mempertahankan pangsa pasar yang kuat dalam satu dekade terakhir. Studi ini bertujuan untuk memahami fenomena unik tersebut dengan cara mengidentifikasi faktor utama yang membedakan profil film yang sukses dan yang tidak sukses di box office Indonesia. Analisis dilakukan berdasarkan karakteristik 225 film Indonesia dari tahun 2017 hingga 2018. Kami menggunakan metode baru untuk menghasilkan profil kesuksesan film, yaitu metode tree-based comparative analysis, yang menggunakan model pembelajaran mesin untuk membantu perbandingan kualitatif dari kumpulan data yang banyak. Hasil penelitian menunjukkan bahwa keberhasilan film lokal di Indonesia dipengaruhi oleh faktor popularitas aktor dan keberadaan film asing popular di box office. Selain itu, kami juga menemukan perbedaan antara film lokal yang cukup sukses dan yang sangat sukses terletak pada keakraban calon penonton terhadap cerita yang ditawarkan, di mana hal ini menunjukkan efektivitas dari strategi "brand extension" pada industri film Indonesia. Studi ini ditutup dengan menawarkan implikasi manajerial bagi produser dan distributor lokal untuk membuat film yang sukses di box office.
Kata kunci— film lokal; box office Indonesia; profil sukses; analisis perbandinga
Revisit Homestay in Kuching, Sarawak: The Perspectives of Local and Foreign Tourist: the Perspectives of Local and Foreign Tourist
No full textThe key factors that affect the tourist satisfaction and their motivation to revisit are the homestay attributes such as accessibility, accommodation, amenities, tourist attraction, tourist activities, and food. Therefore, this descriptive research aims to examine the impact of homestay attributes and mediating role of tourist satisfaction on tourist motivation to revisit homestay in Kuching, Sarawak from the perspectives of local and foreign tourists. The quantitative research through a valid and reliable self-administered survey questionnaire was conducted on 269 local visitors and 206 foreign visitors at four Kuching homestays located at Kampung Krokong Bau, Kampung Pueh Sematan, Kampung Annah Rais Padawan, and Kampung Santubong Kuching. The collected data were computed and analysed through SPSS 25 and SmartPLS. Only homestay attributes of tourist attraction, and food and meal are found to have a significant relationship with tourist satisfaction. While, homestay attributes of amenities, and food and meal are found to have a significant relationship with tourist motivation to revisit. The study proved that there is a significant relationship between tourist satisfaction and tourist motivation to revisit. It also proved that tourist satisfaction mediates the relationship between homestay attributes of tourist attraction, and food and meal on tourist motivation to revisit. The findings indicated that homestay attributes in Kuching, Sarawak need to be improved. Given the significant relationship of tourist attraction, amenities, and food and meal, as an index of tourist satisfaction and motivation to revisit, it is necessary that these homestay attributes to be improved.
Keywords—homestay; attributes; mediating role; attraction; Sarawa