• Title/Summary/Keyword: Indonesia customer

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The Impact of Product Quality, Price, and Distribution on Satisfaction and Loyalty

  • YUSUF, Muhammad;NURHILALIA, NURHILALIA;PUTRA, Aditya Halim Perdana Kusuma
    • Journal of Distribution Science
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    • v.17 no.10
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    • pp.17-26
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    • 2019
  • Purpose - This research investigates the old marketing mix approach to satisfaction and loyalty from the perspective of research subjects of Samsung brand smartphone cases through empirical testing involving product quality, price, distribution channel variables as antecedent variables. Research design, data, and methodology - This study emphasizes the empirical/quantitative concept by using a survey as a data collection tool. The number of samples used was 179 eligible respondents who used Samsung smartphone devices for more than five years. Statistical testing tools use PLS with several testing stages such as the classical assumption test to the hypothesis testing stage. Results - The nine hypotheses proposed, as many as two hypotheses were proposed, namely intervening relationships involving Price and Distribution channel variables on customer satisfaction and customer loyalty. Conclusions - Product quality is the essential component affecting customer satisfaction and loyalty while distribution channel is a complementary component that is no less important to measure the extent to which customer satisfaction expectations and customer loyalty are realized for the product quality of the products that have been produced and marketed. The price component is not the only reason to make consumers satisfied and loyal.

Determinants of Hospital Nurse Burnout: The Moderating Role of Supervision

  • Santoso, Budi;Wahyudin, Ferdic Sukma;Fahrizal, Indra;Munir, Syaiful;Narmaditya, Bagus Shandy
    • Asian Journal for Public Opinion Research
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    • v.10 no.4
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    • pp.293-315
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    • 2022
  • Health care has become a rapidly growing industry where the role of nurses as a group of emotional labor employees is central and prone to burnout. The purpose of this study was to examine the role of supervision in moderating burnout caused by the effect of work intensity, customer contact, and self-efficacy, where the moderating role of supervision on burnout with its various predictors is still unstable. This quantitative study was based on research samples collected through questionnaires from 131 hospital nurses spread over two different locations. The questionnaire asked about supervision, work intensity, customer contact, self-efficacy and burnout used a Likert scale, which was then analyzed using SEM-PLS. The results indicated that work intensity and self-efficacy had a significant effect on burnout, while customer contact had no significant effect on burnout. Supervision as a moderator only significantly moderates the effect of work intensity on burnout, while supervision is not significant as a moderating variable on the effect of customer contact and self-efficacy on burnout. This study can contribute to the development of theories about burnout and practically can be used as a reference by policy makers in enhancing the role of supervision for nurses in hospitals.

The Influence of Intellectual Capital Elements on Company Performance

  • EKANINGRUM, Yulliana
    • The Journal of Asian Finance, Economics and Business
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    • v.8 no.1
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    • pp.257-269
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    • 2021
  • Intellectual capital is becoming a crucial factor for a firm's long-term profit and performance in the knowledge-based economy as more firms identify their core competence as invisible assets rather than visible assets (Itami, 1987). The company was encouraged to measure financial and non-financial factors, including the customer perspective groups, the internal business process, learning and growth perspective, then to link all these measurements in a coherent system. This paper seeks to investigate the influence of intellectual capital elements on company performance, as well as the relationship among intellectual capital elements from a cause-effect perspective. Resource-Based View (RBV) considers intellectual capital as resource and capability to sustain competitive advantage on company performance. The partial least squares approach is used to examine listed banks in Indonesia Stock Exchange for year 2017-2019. Results show that human capital directly has positive influences on innovation capital, customer capital, and process capital. Innovation capital has positive, but less significant influence on process capital, which in turn influences customer capital. Human capital and process capital also influence customer capital. Finally, customer capital contributes to performance. This study helps management to identify relevant intellectual capital elements as competitive advantage and their indicators to enhance business performance.

The Effect of Green Accounting on Corporate Sustainability and Financial Performance

  • ENDIANA, I Dewa Made;DICRIYANI, Ni Luh Gd Mahayu;ADIYADNYA, Md Santana Putra;PUTRA, I Putu Mega Juli Semara
    • The Journal of Asian Finance, Economics and Business
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    • v.7 no.12
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    • pp.731-738
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    • 2020
  • Though their activities, companies have an impact on environmental problems and nature conservation. The accounting sector can play a role in environmental conservation efforts related to environmental costs, and the implemention of the Corporate Sustainability Management System (CSMS) could be a key factor that can improve the company's financial performance. This study aims to determine how green accounting through the application of CSMS can improve the financial performance of manufacturing companies in Indonesia, a developing country. The sampling method used was purposive sampling, while the research sample consisted of 38 companies that had followed PROPER and were indexed on the IDX. Data were analyzed using the Structural Equation Modeling (SEM) method known as the Partial Least Square (PLS) method. The results of this study indicate that manufacturing companies in Indonesia are able to implement green accounting by allocating appropriate environmental costs by earmarking a portion to carry CSMS implementation so as to improve financial performance. People in Indonesia consider that manufacturing companies that have good company rankings in the evaluation program for company performance ratings in environmental management run by the Indonesian Ministry of Environment are in a position to generate customer loyalty, especially in financial performance.

Lean Adoption in Third Party Logistics Industry to Achieve Efficient Logistics Activities

  • SUMANTRI, Yeni
    • Journal of Distribution Science
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    • v.17 no.12
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    • pp.71-79
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    • 2019
  • Purpose: This study focuses on lean implementation evaluation in Third Party Logistics (TPL) industry by using the lean principles measurement from Toyota Ways which consist of 14 principles. The core goal of this study is to appraise the lean implementation level in Third Party Logistics in East Java of Indonesia in order to achieve efficient logistics, distribution and transportation activities. Research design, data and methodology: This study uses a sample of 80 respondent who are Third Party Logistics managers in East Java Province, Indonesia. Data collection uses a questionnaire and standard statistical test was performed in order to analyze questionnaire. Results: The implementation level of lean management in Third Party Logistics shows that application of principle 3 (utilizing pull systems) has a higher score than the other principles. This situation shows that management give the best performance in plan process. They prioritize customer requirement in every process designed. However, the principle 8 (using reliable technology) show the weakness performance. Conclusions: Overall, this study shows the Third Party Logistics in East Java Province of Indonesia have applied the lean principle quite well, although the scores are only slightly above the average. This condition provides a strong basis for further lean implementation, especially for improving logistics, distribution and transportation activities in Third Party Logistics Business.

A Comparative Study of Internet Banking Satisfaction Model in South Korea and Indonesia

  • Wati, Yulia;Koo, Chul-Mo
    • Asia pacific journal of information systems
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    • v.19 no.4
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    • pp.1-28
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    • 2009
  • Banking industries have continuously innovated through technology-enhanced products and services. Many studies have recognized the importance of the Internet in banking industries, arguing that it has been widely adopted. Many studies published on the Internet banking in specific countries are mostly related with such issues as internet banking adoption and acceptance, security and risks of online banking system, and interface design. Several studies have been done to examine the differences and similarities between other banking channels and the Internet banking. However, to the best of our knowledge, only a limited number of studies has examined the differences and similarities between two specific countries in order to create a new customer satisfaction model. In this research, we studied the internet banking satisfaction model by comparing two countries: South Korea and Indonesia. We conducted an empirical study based on the data collected in both two countries. In this research, we found that countries which have adopted electric banking services, particularly between a country with high ICT adoption and a country with low ICT adoption, show different satisfaction trends. Based on the study results, herein we provide discussion, managerial, and practical implications.

Service Recovery Process: The Effects of Distributive and Informational Justice on Satisfaction over Complaint Handling

  • BADAWI, Badawi;HARTATI, Wiwi;MUSLICHAH, Istyakara
    • The Journal of Asian Finance, Economics and Business
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    • v.8 no.1
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    • pp.375-383
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    • 2021
  • The justice issue in the service recovery process has become an interesting topic especially in rural banks in Indonesia. There are two types of justice issues in handling the complaint process; distributive and informational. This study aims to analyze the effect of distributive and informational justice on complaint handling satisfaction. This study also examines the mediating role of positive and negative emotions on the effect of justice in post-merger rural banks. This research employs a survey by distributing a questionnaire to 238 customers who have complained to one of the post-merger rural banks in West Java and Yogyakarta. This study uses the structural equation modelling (SEM) method by WarpPLS software. The results reveal that distributive and informational justice have a positive effect on positive and negative emotions, while informational justice does not affect positive and negative emotions. Distributive and informational justice directly affect satisfaction over complaint handling. On the other hand, positive and negative emotions affect satisfaction over complaint handling. The findings of this study suggest that positive emotion also mediates the distributive justice effect on satisfaction over complaint. Lastly, positive and negative emotions do not mediate the informational justice effect on satisfaction over complaint handling at post-merger rural banks in West Java and Yogyakarta, Indonesia.

The Effect of Perceive Ease of Use, Perceive Usefulness and Perceive Risk towards Behavioral Intention of GO-FOOD Customer in Indonesia

  • SIDHARTA, Arvin Dillon;HONGDIYANTO, Charly
    • The Journal of Economics, Marketing and Management
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    • v.10 no.4
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    • pp.25-34
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    • 2022
  • Purpose: Technology and innovation drive new mobile application for ojek online. Using the theory of technology acceptance model and perceived risk theory, the researcher wants to find how these factors affect user's intention to use GO-FOOD that leads to technology adoption. Research design, data and methodology: The researcher uses GO-FOOD users that located in East Java, Indonesia for the object of study. Results: The findings of the research discovered that perceive usefulness and perceive ease of use do not significantly affect user's behavioral intention while perceive risk is significantly affecting the user's behavioral intention. Conclusions: The findings suggested that GO-FOOD or similar application should focus more on reducing or eliminating user's perception of risk towards the mobile application

Lifestyle Segmentation: The Comparison of Islamic and Conventional Banking Customers in Indonesia

  • Sutarso, Yudi;Rustiana, Elly;Hanum, Rizky Amalia;Gunawan, Wibiksono K
    • Journal of Distribution Science
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    • v.10 no.8
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    • pp.25-34
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    • 2012
  • Understanding customer' lifestyles important for banks because it will guide in determining marketing policies, such as services, pricing, service delivery and promotion decisions. From the customer' lifestyle, banks will know what kind of customers' attitudes, interests and opinions, so they also will understand what the costumer' needs and what services needed by them. For Islamic banks, customers understanding are important because, nowadays, the competition of the banks is not only with other Islamic banks but also with the well-established conventional banks offering Islamic products or services The aims of this research paper are to describe what factors underline the customer's lifestyle of both Islamic and conventional bank, to segment the bank customers based on their lifestyles and investigate the profile of each segments, to compare the characteristics of the segments, and to identify marketing policies based on the characteristics. The population of the study is banking customers in Indonesia, in which the researchers have used judgment sampling as sample selection. There were 186 customers of Islamic banks and 244 customers of conventional bank as respondents in this study. Statistical methods employed were exploratory factor analysis and cluster analysis. The finding of the study shows that there are twelve factor underlining the customers' lifestyle, namely: factor of fashion conscious, internet usage, sports spectator, financial and technology optimism, price sensitivity, independent, compulsive housekeeper, new brand tryer community activities, opinion leader, credit usage, and homebody. In addition, for Islamic banking, there are two market segments, namely fashionable-independent and innovative-social segment. Based on the lifestyle characteristics, the first segment has higher level in factor of fashion conscious, homebody, independent, optimism and price conscious, which is therefore called fashionable-independent segment. On the other hand, the second cluster has higher level in factor of new brand tryer, community minded, sport spectator, credit user, internet usage, opinion leader, and compulsive housekeeper, which is therefore called the innovative-social segment. Furthermore, for conventional banking, there are also two segments, namely persuasive-optimistic and sensitive-independent segment. The first segment has higher level on some factors, namely: opinion leader, optimism, internet usage rate, credit usage level, sport spectator, and new brand tryer. On the other hand, the second cluster is characterized by higher level in factor of price conscious, confidence, community minded, homebody, fashion conscious, and compulsive housekeeper. Managerial implications for the management of Islamic banks could be identified in this study as follows. Firstly, the twelve lifestyle factors of this study could be an alternative view in observe Islamic banking customers. The domination of both the fashionable conscious and the internet usage factor show that the aspects are quite instrumental in perceiving the customer' lifestyles, in which reflects the importance of these two aspects to customers. Secondly, in serving their customers, Islamic banks need to understand the customer lifestyle, in which the lifestyle segments found in this study provide a guide of how their needs were reflected. Finally, by understanding the segments and the characteristics each segment of the conventional banks, Islamic banks could adjust their marketing strategies differently from the conventional banks.

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Netflix in Indonesia: Influential Factors on Customer Engagement among Millennials' Subscribers

  • AUDITYA, Annisa;HIDAYAT, Z.
    • Journal of Distribution Science
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    • v.19 no.1
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    • pp.89-103
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    • 2021
  • Purpose: This study is to explore how Netflix Customers' Engagement was influenced by Instagram Content, Perceived Price, Exclusivity, and Motivation in the context of Media Streaming and the role of Willingness to Subscribe as the mediating variable. This study underlines millennial's willingness to engage and the form of engagement. Research design, data, and methodology: The data for this research were collected from 100 Netflix's Millennials subscribers who follow @netflixid Instagram. All the results were analyzed and verified using SEM-PLS. Results: Research findings indicated that Willingness to Subscribe, Exclusivity, Motivation, and Instagram Content positively influenced Customer Engagement among Netflix millennials' subscribers. In contrast, Perceived Price had a negative effect on Customer Engagement. Conclusions: As a consequence, the exclusivity that Netflix offers to its audience by a recommendation algorithm has been proven to increase the engagement. This study also disclosed that the most definite form of positive engagement shown by Netflix millennials' subscribers is a behavioral aspect, where they positively recommend Netflix (word of mouth). The study findings can be a reference for the media streaming industry in their efforts to strengthen the engagement with their customers, especially the millennials, and provide knowledge about consumer behavior in digital technology.