Abstract:This study is intended to analyze the effectiveness of managing room boy works directly on optimizing the quality of room service in Artotel Hotel Semarang. In the hotel industry, quality room service is characterized as…
s one of the critical factors that has an impact on the level of guest satisfaction and customer loyalty. The room boys are an integral part of the hotel operations and are responsible for ensuring rooms are clean, tidy, and ready so that guests always feel comfortable and accommodated in a beautiful environment. This study employs the qualitative approach of research types using data collection techniques through direct observation, in-depth interviews with room boys and hotel management as well as guest satisfaction surveys. The findings indicate that the good work performance of the room boy has a great influence on providing high-quality robust service. It was concluded that trained room boys have high motivation and when they are provided with proper tools and materials good room service is possible. In this case, the room boy's performance can be enhanced by hotel management to ensure that they provide frequent training, and work facilities as well as proper and fair assessment and appreciation to the subordinates. It is the finding of this research that room boy work optimization can be done through training, management, and productivity-oriented assessments.
Abstract:This study investigates the dynamic marketing and communication strategies used by PT. Gojek Indonesia to strengthen its consumer base. As one of Southeast Asia's leading technology-based platforms, Gojek has rapidly expanded…
anded its services beyond ride-hailing to include food delivery, digital payments, and more. This research uses a qualitative approach, combining interviews, case studies, and industry analysis to dissect the multifaceted strategy implemented by Gojek. This study explores Gojek's proficient use of digital channels and social media to drive consumer engagement. By analyzing consumer behavior and preferences, the study explains how Gojek tailors its marketing messages to resonate with diverse target audiences. In addition, this study examines the role of strategic partnerships and collaborations in strengthening Gojek's market presence and attracting new consumers. Furthermore, the study explores the impact of innovative features and services introduced by Gojek, such as loyalty programs and seamless user interfaces, on customer acquisition and retention. The study identifies the critical role of data analytics in shaping personalized marketing campaigns that appeal to specific consumer segments. The findings from this study contribute to a broader understanding of effective marketing and communication strategies in technology-based service industries. The insights derived from Gojek's approach provide valuable lessons for businesses looking to navigate a competitive market and expand their consumer base through strategic marketing initiatives.
Abstract:The manufacturing sector in Indonesia, particularly within the aluminum fabrication and extrusion industry, is currently navigating a period of intense structural transition. Historically characterized by a focus on physical…
ical output and technical specifications, enterprises are now increasingly compelled to adopt a service-dominant logic to maintain competitive viability. This research report investigates the strategic implementation of human resource development programs at NJS Alumunium, focusing on the dual-pathway integration of technical competence (hard skills) and interpersonal proficiencies (soft skills). Utilizing the SERVQUAL framework as a primary evaluative tool, the analysis explores how specific technical abilities, such as CNC machining, precision welding, and CAD design, intersect with soft skills like emotional intelligence, communication, and proactive problem-solving to drive customer satisfaction. The study synthesizes data from contemporary Indonesian industrial policies, including "Making Indonesia 4.0," and academic frameworks such as Workplace Learning (WPL) and Total Quality Management (TQM). Findings indicate that while technical mastery is a prerequisite for entry into the high-end aluminum market, soft skills serve as the critical differentiator in fostering customer loyalty and bridging the gap between expectation and perception. The report further details the role of management information systems, the impact of local cultural paternalism in leadership, and the emergence of green capabilities as essential components of a modern competency strategy. The proposed developmental model advocates for a continuous, mentored, and digitally-enabled training ecosystem that aligns organizational capabilities with the sophisticated demands of both domestic and international consumers.
Abstract:This study aims to identify and analyze college students' preferences for Islamic financial products, explore the influence of these preferences on loyalty formation, and develop a conceptual model of Islamic financial consumer…
onsumer loyalty. The research method used was qualitative with a phenomenological approach. Data were collected through semi-structured interviews with 17 college students who had knowledge or experience related to Islamic financial products. Data analysis was performed using NVivo software. The results showed that college students' preferences were influenced by religiosity, financial institution reputation, trust, digital service innovation, and financial education. These factors contribute to the formation of consumer loyalty. Based on these findings, this study developed a consumer loyalty model that encompasses three main dimensions: spiritual attachment, digital engagement, and community-based advocacy. This model integrates consumer loyalty theory and Value-Belief-Norm (VBN) theory to explain the relationship between religious values, digital behavior, and loyalty to Islamic financial products. The implications of this research lie in its contribution to broadening the theoretical understanding of consumer loyalty in the Islamic financial sector and providing strategic direction for financial institutions in strengthening long-term relationships with young customers.
Abstract:To get the best results from the existence of employees in the organization, it is necessary to define the right strategy, including thinking about how to manage employees so that they want to achieve the vision and mission…
ion of the organization. set out, and to create work motivation to achieve high performance and loyalty to the work of employees. The aim of this study was to know whether compensation and motivation at work affect performance. This study is a quantitative study, with a sample of 35 employees, with the results concluding that pay and work motivation have a significant effect in part on performance, which is highlighted by table t counts > t, after the test results, it is concluded that salary and work motivation have a simultaneous effect, this is shown by the calculated value F > table F. Wage and motivation work also provides almost all the variance values of the performance variable, i.e. 87.9%. Based on the research results, the author suggests that leaders should care or develop policies related to compensation or ways to motivate employees. can increase employee loyalty and work capacity so it has a positive impact on performance
Abstract:This study explores the cultural practice of fangirling on social media platform X as a space for identity negotiation and communal solidarity in the digital era. Using a digital ethnography approach, data was collected…
through participant observation, in-depth interviews with fans, and a documentary study of the digital footprints of the informants. The results show that fangirling is not merely a form of passive consumption, but rather a communal cultural activity carried out massively and organized through fictitious kinship structures in cyberspace. This phenomenon manifests itself in the form of digital "work culture," such as the ritual of collectively streaming music and mobilizing votes to increase the symbolic capital of the idol group SEVENTEEN on the global stage. This practice confirms a shift in social interaction patterns, where group loyalty is bound by a commitment to the idol's aesthetics and achievements. Anthropologically, this activity creates a new value system that blurs the boundaries between the private space of fans and the digital public space, while simultaneously strengthening the position of social media platform X as a primary locus in the formation of contemporary popular culture.
Abstract:This study examines the relationship between sustainability practices and corporate performance in the global context. In an era of rapid technological advancements and heightened environmental awareness, companies are increasingly…
ncreasingly integrating sustainability strategies, such as Corporate Social Responsibility (CSR), environmental management, and sustainable financial policies, into their operations. The research identifies the main issues faced by businesses in implementing these practices and explores the impact of sustainability on both financial and non-financial performance. The findings indicate that companies adopting sustainability practices show improvements in profitability, efficiency, customer loyalty, and employee satisfaction. For instance, companies in sectors such as energy and manufacturing experienced a notable increase in Return on Assets (ROA) and Return on Equity (ROE) after integrating sustainability efforts. Furthermore, the study highlights the significant role of external factors such as government policies and corporate culture in the success of sustainability initiatives. The results contribute to the understanding of how businesses can leverage sustainability to achieve competitive advantage while addressing environmental and social challenges.
Abstract:Persaingan yang semakin kompetitif dalam industri distribusi bahan bangunan menuntut perusahaan tidak hanya menjaga kelancaran distribusi, tetapi juga membangun hubungan jangka panjang guna meningkatkan loyalitas pelanggan.…
an. Penelitian ini bertujuan untuk menganalisis peran sales dalam meningkatkan loyalitas pelanggan serta mengidentifikasi faktor-faktor yang memengaruhi peran tersebut pada PT Mitra Maju Mapan Cabang Bondowoso. Penelitian menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif. Data dikumpulkan melalui wawancara mendalam, observasi, dan dokumentasi dengan teknik penentuan informan secara purposive yang melibatkan Branch Sales Manager, tenaga sales, dan pelanggan tetap. Analisis data dilakukan melalui kondensasi data, penyajian data, serta penarikan kesimpulan dan verifikasi, dengan validitas data dijaga melalui triangulasi sumber dan teknik. Hasil penelitian menunjukkan bahwa sales berperan strategis dalam membangun loyalitas pelanggan melalui komunikasi adaptif, pelayanan responsif, komitmen, serta keterlibatan dalam membantu kebutuhan pelanggan. Loyalitas tercermin pada pembelian ulang, rekomendasi, dan keberlanjutan kerja sama. Faktor utama yang mempengaruhi efektivitas peran sales meliputi kualitas pelayanan, citra perusahaan, kepercayaan, dan kepuasan pelanggan. Penelitian ini mengimplikasikan pentingnya penguatan kompetensi interpersonal sales dan konsistensi pelayanan sebagai strategi mempertahankan loyalitas pelanggan secara berkelanjutan.
Increasingly competitive competition in the building materials distribution industry requires companies not only to maintain smooth distribution, but also to build long-term relationships to increase customer loyalty. This research aims to analyze the role of sales in increasing customer loyalty and identify factors that influence this role at PT Mitra Maju Mapan Bondowoso Branch. The research uses a qualitative approach with descriptive research type. Data was collected through in-depth interviews, observation and documentation using purposive informant selection techniques involving Branch Sales Managers, sales personnel and regular customers. Data analysis is carried out through data condensation, data presentation, as well as drawing conclusions and verification, with data validity maintained through triangulation of sources and techniques. The research results show that sales plays a strategic role in building customer loyalty through adaptive communication, responsive service, commitment, and involvement in helping customer needs. Loyalty is reflected in repeat purchases, recommendations and continued cooperation. The main factors that influence the effectiveness of the sales role include service quality, company image, trust and customer satisfaction. This research implies the importance of strengthening interpersonal sales competence and service consistency as a strategy to maintain customer loyalty on an ongoing basis.
Abstract:This study aims to test and analyze empirically the influence of relationship marketing dimensions on customer loyalty at PT. Prudential Life Assurance Agency Kendari 2. This research is explanatory in nature which intends…
ds to explain the position of the variables studied and the relationship and influence between one variable and another. The results showed that: (1) Relationship marketing has a significant and positive direct effect on customer loyalty at PT. Prudential Agency Kendari 2. (2) Trust directly has a positive and significant effect on customer loyalty at PT. Prudential Agency Kendari 2. (3) Commitment directly has a positive and significant effect on customer loyalty at PT. Kendari Prudential Agency. (4) Communication directly has a positive and significant effect on customer loyalty at PT. Prudential Agency Kendari 2. (5) Direct handling has a positive but significant effect on customer loyalty at PT. Prudential Agency Kendari 2.
Abstract:This study aims to find out how the effect of e-service quality on e-loyalty through e-satisfaction at bakery sm bakery Bulukumba and Makassar cake. The population in this study were customers at SM Bakery and Makassar Cake…
ake and the sample used was 60 customers. Data collection was carried out using the questionnaire method which was distributed via Google from. The data analysis technique used is partial least squares (PLS) using measurement model analysis (outer model) and structural model analysis (inner model) where the research results show a direct effect of E-Service (X) on E-Loyalty (Y), where from the results of the statistical test the result is a p-value (0.011) <0.05, which means that the p-value is less than the significance level of 0.05 so that there is a direct effect of E-Service on E -Loyalty.