Customer service of a company is strongly influenced by the quality of its products. Product simplicity is one of the factors in product quality. Nowadays, simple and straightforward telecommunication service is rare. There is widespread complaint about poor quality of service of telecommunications service providers. This is a study of mobile telecommunications services in Jakarta and West Java. A descriptive and quantitative research method was used by employing Simplicity Reduction (X1), Simplicity of Organisation (X2), and Simplicity of Integration (X3) as independent variables, and Quality of Service (Y) as a dependent variable. A non-probability purposive sampling technique and Likert scale were used to measure the results which indicate that the most important variable related to quality of service is Simplicity Organisation, while the least is Reduction of Simplicity. Therefore, the telecommunication service operators should simplify the operation of their organisations to ensure better service for customers. The study shows simplicity accounts for 54.1% of all the variables that influence quality of service while the rest are variables not discussed in this study.
Quality of service, reduction simplicity, simplicity of organisation, simplicity of integration
There is a high demand for electricity in Indonesia which results in spiralling cost of electricity. This is compounded by the fact that many power generators in Indonesia still use fossil fuels. Universitas Budi Luhur aims to be a green campus. One way to reduce demand for energy s to use the electricity efficiently and sparingly, such as turning off the lights in the rooms when they are not in use though this is difficult to be implemented in public spaces such as toilets. Automatic light switches were installed in sample toilet rooms from August 1, 2016 to August 6, 2016. The energy saving was quite substantial, and translated into a cost saving of IDR 52.157,40 per week (about 63% of total weekly usage) or IDR 207.628,50 per month or IDR 2.503.555,20 per year. With the assumption of similar usage in all six toilets, annual saving in the electricity bill is estimated to be IDR 15.021.331,20.
This study discusses the antecedents of consumer confusion on purchase intention, namely e-WOM (Electronic word of mouth). This research is aimed at exploring the effect of consumer confusion towards purchase intention moderated by omni-channel integration. Inspired by the new concept of omni-channel, this study developed a model of consumer confusion to increase purchase intention. Data was collected from a survey of 442 consumers, and SmartPLS was used as a Structural Equation Modeling (SEM) tool to analyse data. As a hypothetical development about omni-channel integration as a part of the e-quality service, this study developed three hypotheses. The results of this study showed that e-WOM has a significant impact on (1) consumer confusion, (2) purchase intention mediated by consumer confusion, and (3) purchase intention mediated by consumer confusion and moderated by quality of omni-channel integration quality. The findings of this study differed from those of previous research. The various opinions and information obtained by consumers through e-WOM increased their confusion, and thus made it difficult for them to make purchasing decisions. In Indonesia, consumers were unaware of the excellent omni-channel services, which improved speed and convenience of purchase process.
Consumer confusion, electronic word of mouth, omni-channel integration quality, purchase intention
Pesantren (Islamic Boarding School) is an Islamic educational institution in Indonesia, established long before the country's independence. Despite its long and influential role in the national education system of Indonesia, little is known how Pesantren has developed its local wisdom values to educate its students. This qualitative and descriptive study investigated local wisdom and values that Pesantren has developed as its distinctive characteristics colouring the Indonesian national education system. The study also examined methods used by this institution to develop its distinctive local wisdom values. Data was obtained from observation and interviews with leaders and students in three different Pesantrens in West Java, Jakarta and Banten provinces. Results show that since its establishment, Pesantren has developed and instilled Islamic values including theology and philosophy, physical development, Arabic language, aesthetics, and teleology, among its students.
Indonesian Pesantren, local wisdom and values, teaching and learning
A sample of 295 firms in Canada across various sectors was used for testing the relationship between Net-enabled Business Innovation Cycle (NEBIC) and innovation in online business models. These firms were categorised as sectors with different levels of online selling adoption, online buying orientations and firms with different sizes. Quantitative analysis and SEM results revealed a reasonable fit between data collected and the model used: chi2 (4757.63), chi2 / DF (2.24), RMSEA (0.08), CFI (0.86), and TLI (0.86). The multi-group analysis showed statistically significant evidence that online seller's differentiated firms with smaller sizes and firms with no prior online buying to demonstrate the relationship between Net-enablement capability and the choice to sell online. However, firms from different sectors with different online selling adoption rates showed statistically insignificant differences. Therefore, when considering the adoption of new technologies such as online selling, smaller firms with no prior online buying may produce better results in their business models regardless of their associated business sectors' level of online selling adoption rates.
Low level of customer trust is still a major problem affecting online business. The aim of this research is to identify factors affecting customer trust and their impact on customer behavior in social commerce in Indonesia. This research uses quantitative method. A questionnaire was distributed to 358 social commerce users and a Structural Equation Model (SEM) model using Amos 22.0 was used for data analysis. The results of this study showed that the most essential factors influencing customer behavioural intention in social commerce are the design and visual of website. This study also revealed that customer trust had a significant positive impact on customer behavioural intention.
Customer trust, customer behavioural intention, social commerce, website design, visual
This study aims to analyse the mediating effect of job satisfaction on the relations between cultural dimensions of power distance and collectivism toward employee performance in a public insurance company in Indonesia. The study uses associative and quantitative approach, where data is collected by distributing questionnaires to 153 employees of this company. The data is later analysed using simple regression and path analysis. The findings showed that job satisfaction plays a mediating role between Power Distance, Collectivism and Employee performance. In addition, this study confirmed that Job Satisfaction is important for enhancing employee performance. The Power Distance has both direct and indirect (due to effect on job satisfaction) effects on employee performance.
Collectivism, employee performance, job satisfaction, power distance
Universitas Pendidikan Indonesia (UPI) is an autonomous state university. Thus, it is not bound by the bureaucratic regulation of the central government. This study examines the innovative strategies of QDF (Quality function deployment) approach through the adoption of service quality and Kano model with creative strategy to examine how UPI has performed. The research methods used is verification and descriptive while the units analysed are students, lecturers and UPI administrative staff through a survey method. A total of 270 respondents participated in this survey. Data was also obtained from interviews with stakeholders of UPI and analysed using Structural Equation Modelling (SEM). The findings showed development of QFD model and resources has an impact on the orientation of the university strategy, knowledge competency, value creation, and competitiveness. Development of QFD Model affected strategic orientation, while Knowledge and Value Creation were influenced by University Resources.
Competitiveness; quality function deployment, university resources, value creation, strategic orientation
This study analyses work value preferences across generational workforce of employees in Indonesia using quantitative approach based on Twenge Campbell, Hoffman and Lance (2010). The dimensions of work values include extrinsic values, intrinsic values, leisure, altruistic and social rewards. A total of 429 people were recruited for this study via an online survey. Statistical approaches, namely Analysis of Variance (ANOVA) and Tukey's Honestly Significant Difference (HSD), were used to analyse data obtained from the questionnaire. The ANOVA result indicated differences between the three generational cohorts in five work-values. The result showed that Generation Y valued leisure rewards higher than Gen-X and Baby Boomers while the latter placed higher value on social rewards than Gen-X and Gen-Y.
Baby Boomers, dimensions of work values, Generation X, Generation Y, work-value
There are only a few studies that explored the concept of public experience in government service. Malang City Police Department (MCPD), a government institution, launched its recent innovation, namely Panic Button on Hand (PBOH). This study aims to examine what public experience is and establish a valid construct in implementing PBOH service. The study recruited a sample of 262 active users of PBOH. Data was analysed using Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). The findings show that public experience is a construct which consists of seven qualified dimensions. This is a pioneering research in public service experience and is intended to provide a new perspective of experience in marketing research.
Experience, Panic Button on Hand, public service institution, police department
This is an empirical study that explored the effect of learning culture on work engagement and learning agility. A total of 67 respondents, mostly senior managers and directors, were recruited for this study. They work for leading companies in Indonesia in sectors such as ICT, manufacturing, media, construction and developer, banking, and service. The results of statistical data analysis reveals that learning culture has an indirect effect on work engagement but a direct impact on learning agility. Learning agility also has a positive and significant effect on work engagement. Learning agility plays a mediating role in the relationship between work engagement and learning culture. This article gives us insight into the fact that development of organisational learning culture should be directed toward building learning agility which then will help strengthen employees' work engagement..
Learning agility, organisational learning culture, work engagement, senior managers and directors
This study analyses the influence of a green marketing mix method towards customer satisfaction of eco-friendly products in Jakarta, Indonesia. The study focused on beauty and body treatment products. Eight hypotheses were developed to achieve the research objectives by using multiple linear regression to analyse data from 101 respondents in Jakarta using a questionnaire method. The results of this research showed that green marketing mix method have an influence on customer satisfaction simultaneously; people and physical evidence factors were significantly related to customer satisfaction while product, price, promotion, people, and physical evidence were not significantly related to them or only partially related. The results also indicated that physical evidence is the strongest factor, while place has the weakest influence on customer satisfaction among the seven elements of the marketing mix.
Customer satisfaction eco-friendly, green marketing mix, green products
This study aims to investigate how European students living in Indonesia and Indonesian students living in Europe utilise social media to improve their intercultural communication competence. This research uses descriptive qualitative methods in which semi-structured interviews were conducted to collect data in Indonesia (Jakarta) and United Kingdom (Norwich). The result shows that students' intercultural communication competence improve due to direct communication and face-to-face interaction instead of social media whereby the latter is only helpful in improving students' knowledge and understanding the differences of their home culture and the host culture. Interactivity and other abilities of social media become influential aspect to improve students' knowledge of host culture. Moreover, social media develops relationships between the students and their hosts country. Facebook and Instagram are found to help students improve their adaptability and flexibility to different cultures.
Intercultural communication, culture European and Indonesian students, social media
The development of small and medium enterprises has become the Indonesian government's priority to strengthen the national economy. Traditional society is a group which needs special attention since not all government's development programmes can be implemented and are suitable. Traditional society has its own experience in developing business such as the patron-client relationship. The patron-client relationship is one of the existing cultural heritages. Amidst views which considers the relationship exploitative, the pattern is still spreading in traditional society. This study shows that patron-client relationship is the best choice for traditional society since it does not erase their culture. In fact, it helps to develop and protect culture amid today's modernity.
Culture, development programmes, microenterprise, patron client, traditional society
Women's understanding and insight on how to develop business and entrepreneurship is still limited. Data shows that from year to year, the participation of women in the national economy is increasing. The purpose of writing this paper is the issue of the lack of gender-based recognition and discrimination. The method used in this study combines quantitative methods using a gender analysis framework developed by the Harvard Institute. The findings of this study on women's business is defined as an effort in which a woman or group holds most important roles and positions in capital ownership/business input, business management, human resources, labour, and/or business control.
Business, contributing, entrepreneurship, participating, women's business
The purpose of this research was to determine the influence of corporate image, brand personality and consumer perceived value toward consumer attitude and its impact on intention to use DU Battery Saver, PT Baidu Digital Indonesia. Population of this research is 427 Jakarta residents that had downloaded DU Battery Saver. SEM-PLS method was used to measure the relationship and influence between variables in this research. The findings showed there's a strong relationship and a significant effect of corporate image and consumer perceived value on consumer attitude. But brand personality doesn't have direct impact on the intention to use the DU Battery Saver. Therefore, the moderating variable, namely consumer attitude, had a strong relationship and a significant effect on intention to use.
Brand personality, consumer attitude, corporate image, DU Battery Saver, intention to use, perceived value
This study discusses the importance of the internet to improve the competitive edge of Sekolah Tinggi Ilmu Ekonomi Inaba (Inaba School of Business) Bandung compared with other universities. The STIE Inaba Bandung's website www.inaba.ac.id serves as a communication medium to provide information for students, lecturers, and the general public. This research adopted a survey method to analyse the effects of website design and information quality on user satisfaction. A total of 39 questionnaires were distributed to 2016 first-semester postgraduate students from Management Studies. A quantitative method by using structural equation model, partial least square SEM â€“ PLS, was used to analyse the data. Findings showed that website design and quality of information had a positive effect on user satisfaction.
Communication medium, information quality, user satisfaction, website service, web design
This study attempts to analyse the business efficiency level of Troso weaving craft (tenun ikat or woven fabrics) of small and medium enterprises (SME) in Jepara, Central Java. In this research, a Data Envelopment Analysis (DEA) was used to obtain data from productive and unproductive SMEs. It analyses the value of technical efficiency and revenue efficiency of 41 Troso weaving craft SMEs with various business scales in Jepara. Results show that only 14 SMEs or 34% of the businesses were technically efficient. 50% of enterprises fulfilled the revenue efficiency.
DEA, production efficiency, SME, Troso weaving craft
Substantial connections and supportive relationships between customer experience and digitalisation (Roytman, 2015) is a strategic issue in the service industry. This study aims to propose a digital customer experience (DCX) model to be tested as a measurement scale. The study uses 598 users' active mobile data of the largest telecommunication provider in Indonesia from six cities. The model is tested using exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and the structural equation model to analyse the data. The study finds digital service experience, digital image experience, digital touchpoint experience, and digital broadband experience are factors determining digital customer experience.
CFA, digital customer experience, EFA, telecommunication industry
Domestic tourism contributes substantially to the economy of a nation. Domestic tourism in Bali, Indonesia, has been growing rapidly in the past few years, and since Bali's economy relies heavily on tourism, it is essential to maintain its long-term viability as a tourist destination. The aim of this research is to measure domestic tourists' satisfaction and loyalty based on their overall destination experience, in Bali. It also examines the relationship between destination experience, reflected by experience with destination environment and service infrastructure, satisfaction, and loyalty, as reflected by intention to return and intention to share positive WOM. Different analysis such as descriptive analysis and confirmatory factor analysis (CFA) was employed to answer the objectives of this research. The results of study indicated tourists were highly satisfied with their travel experience in Bali and they intend to visit the destination again. They were also willing to share positive WOM with others regarding Bali.
Bali, destination experience, loyalty, service infrastructure, satisfaction, quantitative
Unemployment in Indonesia is relatively high at 5.3%, majority of whom are vocational school and senior high school graduates. Vocational school graduates are better prepared to be entrepreneurs but only 1-2% of them are involved in entrepreneurship. This study aims to understand the intention of vocational school graduates to become entrepreneurs and their entrepreneurial competencies. The study involves 374 vocational school graduates, consisting of 156 graduates in Gunung Kidul and 218 graduates in Jakarta. The study uses convenient sampling technique. Three measurement instruments are used in this study; (1), the intention to become entrepreneurs, (2) soft skill competencies adapted, and (3) hard skill competencies. It was found that vocational school graduates have a moderate desire to become entrepreneurs. The perceived feasibility dimension tends to be low, whereas both soft and hard skills entrepreneurial competencies tend to be high. When comparing school locations, graduates in Jakarta indicate significantly higher intention to become entrepreneurs than those in Gunung Kidul. As for the competencies, both soft and hard skills, vocational graduates in Gunung Kidul have significantly higher competencies than in Jakarta.
The purpose of this study is to examine the factors that influence the Indonesian pepper export volume. Factors used in this research include: the area to plant pepper, the number of pepper farmers, total production of pepper, the exchange rate between the Indonesian rupiah and the US Dollar, the productivity of the Indonesian pepper industry, the consumption of pepper per capita, the export price of Indonesian pepper, and the price of Indonesian pepper in domestic market. The research was conducted using quantitative analysis and multiple linear analysis technique with estimation model OLS (Ordinary Least Square). Analytical results from this research conclude that the area under plant pepper, total production of pepper, the exchange rate between the Indonesian rupiah and the US Dollar, the productivity of Indonesian pepper, and the price of Indonesia pepper in domestic market have a significant positive influence on the volume of pepper export. Meanwhile, the number of pepper farmers, the consumption of pepper per capita, and the export price of Indonesian pepper
Indonesia pepper export volume, the land area, the number of farmers, the total production, the exchange rate, the productivity, the export and domestic price
This research aims to study the tacit knowledge exchange process and the effect of tacit knowledge for sustainable competitive advantage moderated by top management support in BINUS Online Learning (BOL). Data was collected from all 23 BOL employees and questionnaire was used as a tool for data collection. The data was analysed using Structural Equation Modelling (SEM) with SmartPLS 3 software. The research found that tacit knowledge exchange significantly affects sustainable competitive advantage where top management support played a role as the mediator. It showed for every 1% increase in tacit knowledge exchange there is a 46.4% increase in sustainable competitive advantage.
Competitive advantage, sustainable, tacit knowledge exchange, top management support
Relating agro-industry, business development and community empowerment has been a major challenge in fostering the impact on local people's wealth. Various obstacles are caused since some of theoretical methodologies are difficult to apply in the real conditions. Social business-based empowerment in this article will discuss the Agro-industrial-based social business development in areas in West-Java Indonesia using Design Thinking approach. This methodology allows various hidden patterns to be identified. This action research was carried out in two years and produced a new way to obtain a human centered design mechanism in empowering people. This increased awareness among stakeholders and contributed greater sustainability in communities.
Agro-industry, design thinking, empowerment, social business, social enterprise
The presence of social media shifted the strategies employed by PR practitioners when engaging their audiences. One of the PR strategies often used to disseminate information on a product is to work with bloggers. This was due to the power owned by bloggers who serve as online opinion leaders. This study was conducted to determine the role of bloggers in PR activities in Indonesia and to reveal their engagement process as digital influencers on social media. The current study employed observation of blog posts and semi-structured interviews with eight bloggers who had been involved in PR activities. Data reduction was used to analize the data display and data verification/conclusion. The results showed that the communication patterns of digital influencers through social media applied a multi-step flow of communication model. Furthermore, bloggers engagement in the PR activities was mutually beneficial relationship as they become directly involved in either product review, event, or campaign.
Blogger, digital influencer, multi step flow, public relations, social media
This paper aims to determine and evaluate key performance measurement at Pakarti Luhur Foundation. The primary data in this analysis were obtained by distributing questionnaires to 39 respondents at managerial level. The data was analyzed using multiple regression method. The results indicate that Key Result Indicators were affected by customer satisfaction, employee satisfaction, as well as society and environment, both partially and simultaneously with 5% significance level. The authors recommend the foundation should pay more attention to key performance factors such as customer satisfaction, employee satisfaction, as well society and the environment to achieve competitive advantage.
Customer satisfaction, employee satisfaction, key result indicators, society and environment
One of the strategies retail companies with limited resources use to sustain and obtain excellence in operational performance is by forming alliances. In the car rims retail sector in Jakarta, business alliances have lasted for 24 years. The success and sustainability of this alliance offers a valuable lesson for other alliances. This study aims to explain the importance of forming strategic alliances; the effectiveness of strategic alliances with respect for inventory, price, quality, and delivery; the benefits of alliances; and the future expectation of strategic alliances. We conducted semi-structured interviews on 14 companies which have formed strategic alliances and analysed the data using descriptive statistics. The study uses s secondary data as complementary information in the form of documents and appropriate records on the performance of strategic alliance in the car rims retail business. It was found that strategic alliance matches the framework of a resource-based view and social media networks.
Alliance, cars rim retail, delivery, inventory, performance, price, quality, sustainability