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PENGARUH CUSTOMER SERVICE DAN WORD OF MOUTH TERHADAP MINAT BELI KONSUMEN AL AZIZIAH TOUR AND TRAVEL

After the end of the Covid-19 pandemic, the world economy began to show signs of improvement with economic growth in various countries. The economic growth then triggered business development in Indonesia which occurred in various sectors, including the tourism and service sectors such as Hajj and Umrah travel agency companies. With such high competition, Umrah travel organizers need an appropriate way to compete. One of the efforts that can be carried out to compete is to improve the quality of marketing. In obtaining consumers, one of the crucial aspects to keep in mind is the buying interest of Umrah pilgrims, because it can play a role in the success of the Umrah travel agency business. One of the aspects that have an impact on buying interest is service quality, including the customer service section or more commonly referred to as customer service and verbal word of mouth communication or commonly referred to as word of mouth. This study was conducted on Al Aziziah Tour and Travel. Al Aziziah Tour and Travel is a travel agency that organizes umrah in Indonesia. It was founded in 2013 and is headquartered in Bekasi. The purpose of this study is to examine the influence of customer service and word-of-mouth on Al Aziziah's customer purchase intention. A quantitative approach based on a descriptive causal research type was used in this investigation. A total of 325 participants were polled using a non-probability sampling technique. Descriptive statistics and multiple linear regression were employed for data analysis. The data were processed using SPSS Version 23 software. The findings revealed that the customer service factor exhibited a positive and noteworthy impact on purchase intention, with a significance level of 0.000, indicating its significance at a 5% level of significance. The t-value of 7.122 surpassed the t-table value of 1.967. Similarly, the word-of-mouth variable demonstrated a positive and significant influence on purchase intention, with a significance level of 0.000, also surpassing the t-table value with a t-value of 7.435. When considered simultaneously, both customer service and word of mouth significantly affected purchase intention, with a significance level of 0.000 and an F-value of 171.302, exceeding the F-table value of 3.0237. The combined influence of the independent variables, word of mouth, and customer service, accounted for 51.6% of the variation in purchase intention, while the remaining 48.4% was attributed to unexamined factors in this research.

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THE INFLUENCE OF SOCIAL MEDIA CONTENT ON INTENTION TO RECOMMEND THROUGH ONLINE ENGAGEMENT AS A MEDIATING VARIABLE ON MANDARIN LANGUAGE TEACHING CONTENT VIA INSTAGRAM FOR GENERATIONS Y AND Z IN INDONESIA

The aim of this research is to test and analyze the influence of social media content including the Language Style, Interesting Content, Useful Content and Unique Image Content Characteristic factors on Online Engagement as a mediator which then influences the Intention to Recommend factor after previously being influenced by Emotional Response of Language as a mediator to users of Mandarin language teaching content via Instagram XYZ to generations Y and Z in Indonesia. Testing of this research model, which was modified from previous research, was carried out quantitatively with survey data. Data was obtained from generations Y and Z in Indonesia who are followers of Instagram XYZ. This research method is a quantitative survey, with cross sectional data. Respondent data was taken using purposive sampling with a questionnaire distributed online. 178 samples were obtained that met the requirements for analysis using PLS-SEM. The research results show that the four social media content variables have a strong influence on Online Engagement activities, while the two strongest variables are Unique Image Content Characteristic and Useful Content. Then the Online Engagement factor which is moderated by the Emotional Response of Language factor is able to influence the Intention to Recommend of generations Y and Z in Indonesia.

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SMART MARKETING TRANSFORMATION STRATEGY BRANCH AT BANK MANDIRI REGIONAL II PALEMBANG

The purpose of this study is to analyze, prove marketing transformation strategies, and find out the factors that become obstacles in the implementation of transformation strategies in smart branches at bank mandiri regional II Palembang. The research method used in this study is qualitative method. This type of research is a case study with a single case study design. In this study using a descriptive research design. The smart branch marketing transformation strategy at Bank Mandiri Regional II Palembang has been quite effectively implemented, this digital banking 5.0 innovation by Mandiri offers a different experience from other banking services because the ease, speed and accountalization of solving customer needs is very structured and measurable in accordance with customer needs. The type of research in this research is a case study with a single case study design. In this study using a descriptive research design. The smart branch marketing transformation strategy at Bank Mandiri Regional II Palembang has been quite effectively implemented, this digital banking 5.0 innovation by Mandiri offers a different experience from other banking services because the ease, speed and accountalization of solving customer needs is very structured and measurable in accordance with customer needs.

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ANALISIS PEMANFAATAN TEKNOLOGI INFORMASI TASPEN KEPADA PESERTA DI KANTOR PT. TASPEN (PERSERO) KANTOR CABANG KEPULAUAN NIAS


 
 
 
 Abstract. Utilization of information technology is the behavior of technology employees with their duties, measurement, based on frequency of use in the diversity of applications used. Information technology is the study, design, development, implementation, support or management of computer-based information systems, especially software applications and computer hardware. Lack of use of information technology in the PT area. Taspen (Persero) Nias Islands Branch Office causes obstacles related to information, rights and obligations for Taspen participants, especially for participants who have entered the Retirement Age Limit. Because this obstacle often becomes a problem for a company, where when participants do not know their rights as Taspen participants, the company will be involved in the investigation process for Taspen participants who have obstacles or obstacles in managing their rights. This research aims to find out how information technology is used by participants at PT Taspen (Persero) Nias Islands Branch Office. Based on the research results, it was concluded that PT Taspen (Persero) Nias Islands Branch Office had taken significant steps in utilizing Information Technology (IT) to overcome the obstacles faced by retired participants, such as device non-uniformity, limited digital literacy, and electricity stability problems. However, there are still several challenges that need to be overcome. Improving participants' understanding of applications and web portals, as well as improvements in technical aspects and data security policies, is essential. Outreach and education are key in helping participants, especially older ones, understand the full benefits of IT in managing their retirement. Efforts to improve customer service with faster responses are also needed. With an ongoing commitment to increasing participants' technological understanding, improving the onboarding process, and maintaining strict data security standards, PT. Taspen (Persero) Nias Islands Branch Office can maximize the benefits of IT, provide a positive experience for participants, and maintain a high level of trust in the company.
 
 
 
 

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