Jurnal Manajemen dan Bisnis

PENGARUH E- SERVICE QUALITY CUSTOMER EXPERIENCE TERHADAP CUSTOMER TRUST DAN PEMBELIAN PRODUK MCDONALD’S DI SURABAYA

2026-01-09T04:53:34+00:00

Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality dan customer experience terhadap customer trust serta implikasinya terhadap pembelian produk McDonald’s di Surabaya. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data dikumpulkan melalui kuesioner yang disebarkan kepada 100 responden yang merupakan pelanggan McDonald’s di Surabaya dan telah melakukan pembelian serta menggunakan layanan elektronik. Teknik analisis data menggunakan metode Partial Least Square (PLS) dengan bantuan aplikasi SmartPLS versi 4. Hasil penelitian menunjukkan bahwa e-service quality dan customer experience berpengaruh positif dan signifikan terhadap customer trust. Selain itu, e-service quality, customer experience, dan customer trust juga berpengaruh positif dan signifikan terhadap pembelian produk. Hasil uji pengaruh tidak langsung menunjukkan bahwa customer trust mampu memediasi hubungan antara e-service quality dan customer experience terhadap pembelian produk. Temuan ini mengindikasikan bahwa peningkatan kualitas layanan elektronik dan pengalaman pelanggan yang positif dapat membangun kepercayaan pelanggan serta mendorong keputusan pembelian produk McDonald’s di Surabaya.

PENGARUH GRATIS ONGKOS KIRIM DAN FLASH SALE TERHADAP MINAT BELI PADA FITUR TIKTOK SHOP PADA MAHASISWA UNIVERSITAS HKBP NOMMENSEN MEDAN

2026-02-27T23:51:47+00:00

This study aims to examine and analyze the effect of price and service quality on Shopee consumer satisfaction among students at Universitas HKBP Nommensen Medan. A quantitative approach was employed alongside a correlational survey design. The population comprised all active students, totaling 6,280 individuals. Utilizing the Slovin formula and a nonprobability sampling technique, 98 respondents were selected as the sample. Primary data were collected through the distribution of questionnaires that had been tested for validity and reliability. The empirical data were subsequently analyzed using multiple linear regression assisted by statistical software. The results of the partial hypothesis testing revealed that the price variable had a positive and significant impact on consumer satisfaction, as evidenced by a t-count of 2.509, which exceeded the t-table value of 1.985. Service quality was also proven to exert a positive and significant influence, achieving a t-count of 6.798. Simultaneously, both variables demonstrated a significant effect on consumer satisfaction, with an F-count reaching 25.954. The coefficient of determination analysis yielded a value of 0.353, indicating that 35.3 percent of the variance in consumer satisfaction could be explained by price and service quality. The findings confirm that a combination of competitive pricing and dependable digital services is crucial for creating a satisfying shopping experience for the academic consumer segment. Therefore, electronic commerce platform management is encouraged to adopt an integrative strategy that not only emphasizes price promotions but also consistently invests in enhancing customer service infrastructure

PENGARUH MEDIA SOSIAL, ATMOSPHERE, DAN HARGA TERHADAP MINAT BERKUNJUNG KEMBALI PADA PENGUNJUNG JUNGKIR BALIK CAFE KOTA SIDOARJO

2026-03-12T18:38:01+00:00

Penelitian ini bertujuan untuk menelitit pengaruh media sosial, atmosphere, dan harga terhadap minat berkunjung kembali pada pengunjung Jungkir Balik Cafe Kota Sidoarjo. Yang melatar belakangi penelitian ini yaitu meningkatnya persaingan di industry food and baverage serta peran penting media sosial, atmosphere, dan harga dalam membentuk keputusan pengunjung untuk berkunjung kembali. Metode penelitian yang digunkanan yaitu dengan pendekatan kuantitatif dengan teknik sampel purposive sampling, dengan melibatkan 100 responden yang pernah berkunjung pada Jungkir Balik Cafe dan aktif menggunakan media sosial. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan regresi linier berganda. Hasil dari penelitian ini menunjukkan bahwa ketiga variabel bebas , yaitu meda sosial, atmosphere, dan harga berpengaruh signifikan terhadap minat berkunjung kembali. Temuan ini mengindikasi bahwa meningkatnya loyalitas pelanggan dipengaruhi oleh pemasaran melalui media sosial yang efektif, perancangan atmosphere yang nyaman, dan penetapan harga yang sesuai dengan pengunjung. Penelitian ini dapat memberikan kontribusi yang praktis bagi pelaku usaha cafe dalam merancang strategi pemasaran yang berfokus pada pengalaman untuk mempertahankan dan meningkatkan kunjungan ulang.

FAKTOR- FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN PADA HOTEL SUITE PAKAR BERASTAGI

2026-03-20T02:09:45+00:00

This study aims to find out the most dominant factors affecting consumer satisfaction in Hotel Suite Pakar Berastagi. Data was obtained directly from respondents at Hotel Suite Pakar Berastagi. The population of this study is consumers who stay at the Hotel Suite Pakar Berastagi and the number of samples in this study is 125 respondents. The analysis techniques used in this study are validity and reliability tests, and factor analysis. The results of this study show that out of 25 variables, 4 factors were formed that affect consumer satisfaction at the Berastagi Expert Suite Hotel based on the naming of the factors, namely factor 1 facility, factor 2 promotion, factor 3 location and factor 4 price. The KMO Measure Of Sampling Adequency (MSA) number is 0.924 above 0.50, with a significant 0.000, so the variable is suitable for further analysis using factor analysis. The most dominant factors affecting consumer satisfaction at Hotel Suite Pakar Berastagi are the price factor, namely price affordability with a correlation value of 0.779.

PENGARUH PARTISIPASI MASYARAKAT TERHADAP PEMBANGUNAN BERKELANJUTAN PADA DESA WISATA DI KAWASAN DANAU TOBA PROVINSI SUMATERA UTARA

2026-03-20T03:52:41+00:00

Penelitian ini bertujuan untuk menganalisis pengaruh Pengembangan Sumber Daya Manusia (SDM) dan Peluang Usaha terhadap Keberlanjutan Ekonomi Masyarakat melalui Partisipasi Masyarakat sebagai variabel mediasi pada desa wisata di Kawasan Danau Toba, Provinsi Sumatera Utara. Kawasan Danau Toba sebagai destinasi wisata prioritas membutuhkan pendekatan pembangunan yang berbasis pada partisipasi masyarakat dan prinsip ekonomi hijau untuk menjaga modal alam dan budaya lokal. Penelitian ini menggunakan pendekatan kuantitatif dengan metode deskriptif. Populasi penelitian adalah seluruh pemerintahan desa di 44 desa wisata di sekitar Danau Toba dengan total responden sebanyak 172 orang. Teknik pengambilan sampel yang digunakan adalah sampling jenuh (sensus). Data dikumpulkan melalui kuesioner dengan skala Likert dan dianalisis menggunakan metode Partial Least Square (PLS) melalui perangkat lunak SmartPLS. Hasil penelitian menunjukkan bahwa Pengembangan SDM berpengaruh positif dan signifikan terhadap Keberlanjutan Ekonomi Masyarakat, Peluang Usaha berpengaruh positif dan signifikan terhadap Keberlanjutan Ekonomi Masyarakat serta terhadap Partisipasi Masyarakat. Partisipasi Masyarakat berpengaruh positif dan signifikan terhadap Keberlanjutan Ekonomi Masyarakat. Ditemukan bahwa Pengembangan SDM tidak memiliki pengaruh signifikan terhadap Partisipasi Masyarakat. Dalam uji mediasi, Partisipasi Masyarakat mampu memediasi pengaruh Peluang Usaha terhadap Keberlanjutan Ekonomi Masyarakat, namun tidak mampu memediasi pengaruh Pengembangan SDM terhadap variabel tersebut. Secara keseluruhan, model penelitian ini memiliki nilai Goodness of Fit yang baik dengan nilai Q-Square sebesar 0,874, yang berarti model mampu menjelaskan 87,4% keragaman data penelitian. Disarankan bagi pemerintahan desa untuk meningkatkan infrastruktur digital, akses perizinan usaha, serta pelatihan keterampilan berbasis potensi lokal untuk memperkuat ekonomi kerakyatan.

PENGARUH KERJASAMA TIM KOMUNIKASI DAN DISIPLIN KERJA TERHADAP KINERJA BERDASARKAN PERSEPSI KARYAWAN PT.KIMIA FARMA UB BALIKPAPAN WILAYAH BALIKPAPAN SELATAN

2026-03-23T03:08:56+00:00

This study aims to examine the influence of teamwork, communication, and work discipline on employee performance based on the perceptions of employees of PT Kimia Farma UB Balikpapan in the South Balikpapan region. The research analyzes the effect of these variables both partially and simultaneously. The data used in this study were obtained from employee performance reports over a four-year period, from 2020 to 2023. The total number of employees involved in the study was sixty-three people.The results of the partial hypothesis testing indicate that the independent variable of teamwork has a positive and significant effect on employee performance. The statistical test shows that the calculated t value is greater than the t table value, and the significance value is smaller than the significance level of 0.05. The communication variable also has a positive and significant influence on employee performance. The results of the statistical analysis show that the calculated t value exceeds the t table value and the significance value is lower than the significance level of 0.05.Similarly, the work discipline variable shows a positive and significant effect on employee performance. The statistical test results indicate that the calculated t value is much higher than the t table value and the significance value is smaller than the significance level of 0.05.Simultaneously, the variables of teamwork, communication, and work discipline collectively have a positive and significant influence on employee performance. The results of the F test indicate that the calculated F value is higher than the F table value and the significance value is lower than the significance level of 0.05.

PENGARUH LITERASI DIGITAL, EFIKASI DIRI, KECERDASAN EMOSIONAL DAN KETERAMPILAN DIGITAL TERHADAP KESIAPAN MEMASUKI DUNIA KERJA

2026-03-23T06:54:42+00:00

This study aims to analyze the influence of digital literacy, self-efficacy, emotional intelligence, and digital skills on work readiness. In the era of rapid technological transformation, work readiness has become a crucial factor for individuals entering the labor market. A quantitative approach was used to examine both partial and simultaneous effects of the independent variables on work readiness. The results indicate that digital literacy, self-efficacy, emotional intelligence, and digital skills each have a positive and significant effect on work readiness. Individuals with strong technological competence, confidence in their abilities, emotional regulation skills, and advanced digital capabilities are better prepared to face workplace demands. Furthermore, these variables simultaneously have a significant impact, suggesting that work readiness is shaped by an integrated combination of technical, psychological, and social competencies. Therefore, educational institutions and policymakers should focus on strengthening digital competencies, self-confidence, emotional skills, and technological expertise to prepare graduates for the modern workforce.

PENGARUH PRESTASI KERJA STRES KERJA DAN BEBAN KERJA TERHADAP TURNOVER INTENTION BERDASARKAN PERSEPSI KARYAWAN PT KARYA BERSAMA ANUGERAH

2026-03-23T08:36:20+00:00

The purpose of this research is to find out how much influence work performance, work stress and work load have on the turnover intention of PT employees. Karya Bersama Anugerah. With a total of 81 employees, this research used purposive sampling by selecting the Project and Marketing divisions with a total of 40 respondents. The data analysis technique uses the multiple linear regression method assisted by the SPSS 25 program. The results of the research show that it partially has a positive and significant effect on turnover with a tcount value of 4.259 > ttable 2.028 and a significant value of 0.000 < 0.05. Job stress partially has a positive and significant effect on turnover with a t value of 8.815 > t table 2.028 and a significant value of 0.000 < 0.05. workload has a negative and significant effect on turnover with a t value of -5.819 < t table 2.028 and a significant value of 0.000 < 0.05. Furthermore, work performance, work stress and workload simultaneously have a significant effect on turnover with a Fcount value of 40.696 > Ftable 2.87 and a significance value of 0.000 < 0.05.

PENGARUH KOMPENSASI, KEPEMIMPINAN, MOTIVASI KERJA DAN LINGKUNGAN KERJA TERHADAP KEPUASAN KERJA KARYAWAN KOPERASI SIMPAN PINJAM (KSP) MANDIRI TEBING TINGGI

2026-03-23T08:55:40+00:00

This study aims to analyze the influence of compensation, leadership, work motivation, and work environment on employee job satisfaction. Job satisfaction is one of the important factors in improving organizational performance and success, as it reflects employees’ positive feelings toward their work. The research method used was a quantitative approach with multiple linear regression analysis techniques. Data were collected through questionnaires distributed to employees as research respondents.

The results of the study indicate that compensation has a positive and significant effect on job satisfaction, where fair and appropriate compensation increases employees’ sense of appreciation, economic security, and work comfort. Leadership also has a positive and significant effect on job satisfaction, as effective, communicative, and supportive leaders are able to create harmonious working relationships and increase employee trust. Work motivation is proven to have a positive and significant effect on job satisfaction, where high motivation encourages enthusiasm, commitment, and employee involvement in their work. In addition, a safe, comfortable, and conducive work environment also has a positive and significant effect on job satisfaction because it enhances work spirit, productivity, and employee loyalty.

Simultaneously, compensation, leadership, work motivation, and work environment have a positive and significant effect on employee job satisfaction. This indicates that job satisfaction is not influenced by a single factor, but by a combination of various aspects that complement each other in creating optimal working conditions. Therefore, organizations need to manage all these factors in an integrated manner to improve employee job satisfaction and achieve organizational goals effectively.

PENGARUH EFIKASI DIRI , KETRAMPILAN DAN MOTIVASI TERHADAP KESIAPAN MEMASUKI DUNIA KERJA

2026-03-23T09:04:11+00:00

This study aims to analyze the influence of self-efficacy, skills, and motivation on work readiness. Work readiness is a condition indicating that individuals possess the abilities, attitudes, and mental preparedness required to enter the workforce and perform job tasks effectively. Internal factors such as self-efficacy, skills, and motivation are assumed to play an important role in shaping an individual’s work readiness. Self-efficacy relates to confidence in one’s own abilities, skills reflect both technical and non-technical competencies, while motivation represents the driving force that encourages individuals to strive and achieve work-related goals.

The research method used is a quantitative approach with data collected through questionnaires. Data analysis was conducted to determine the partial and simultaneous effects of each variable on work readiness.

The results show that self-efficacy has a positive and significant effect on work readiness, skills have a positive and significant effect on work readiness, and motivation also has a positive and significant effect on work readiness. Furthermore, self-efficacy, skills, and motivation simultaneously have a positive and significant effect on work readiness. These findings indicate that the higher the self-efficacy, skills, and motivation possessed by individuals, the higher their level of readiness to face the demands and dynamics of the workplace.

PENGARUH PREDIKTABILITAS MEREK, KESUKAAN PADA MEREK, KOMPETENSI MEREK, REPUTASI MEREK, KEPERCAYAAN PADA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN

2026-03-23T09:10:32+00:00

This study aims to analyze the influence of brand predictability, brand liking, brand competence, brand reputation, and trust in the company on customer loyalty, as well as their simultaneous effect on customer satisfaction. In today’s highly competitive telecommunications industry, customer loyalty has become a crucial factor for sustaining business performance. This research employs a quantitative approach using multiple linear regression analysis to examine the relationships among variables. The results indicate that brand predictability, brand liking, brand competence, brand reputation, and trust in the company each have a positive and significant effect on customer loyalty. Customers tend to remain loyal to brands that consistently deliver reliable quality, evoke emotional attachment, demonstrate competence, maintain a positive image, and uphold integrity. Furthermore, these variables simultaneously have a significant effect on customer satisfaction, which in turn strengthens long-term customer loyalty. The findings suggest that customer loyalty is shaped by a combination of cognitive, emotional, and trust-based factors toward the brand and the company. Therefore, companies are encouraged to maintain service consistency, strengthen emotional engagement, enhance brand capabilities, preserve reputation, and build customer trust to sustain competitive advantage.

PENERAPAN MATRIKS BOSTON CONSULTING GRUP (BCG) UNTUK PENENTUAN POSISI BERSAING ANTAR PROGRAM STUDI IMPLIKASINYA PADA STRATEGI PROMOSI UNIVERSITAS KATOLIK SANTO THOMAS TAHUN AJARAN 2025/2026

2026-03-24T02:30:22+00:00

This study analyzes the strategic position of the Faculty of Teacher Training and Education (FKIP) using the Boston Consulting Group (BCG) Matrix for the academic years 2024/2025 and 2025/2026. The results indicate that FKIP is positioned in the Cash Cow quadrant, characterized by high market share but low market growth. This position reflects organizational maturity, stable student demand, a strong institutional reputation, and significant financial contribution to the university, despite limited growth in new student enrollment due to market saturation and intense competition among teacher education institutions.

Strategically, FKIP should prioritize maintaining its dominant position through operational efficiency, optimization of resources, continuous academic quality improvement, and strengthening institutional reputation rather than pursuing aggressive expansion. Promotional efforts should focus on reminder-based strategies emphasizing proven achievements, public trust, and alumni success to sustain community interest. As a Cash Cow unit, FKIP plays a vital role as a stable financial contributor that supports the sustainability and development of other academic units within the university.

ANALISIS MATRIKS BOSTON CONSULTING GRUP (BCG) PADA SEPEDA MOTOR HONDA

2026-03-24T05:11:21+00:00

This study aims to analyze the position of PT Astra Honda Motor (AHM) in the Indonesian motorcycle industry using the Boston Consulting Group (BCG) Matrix. The analysis was conducted to determine the company’s market growth rate and relative market share as the basis for formulating business strategies. The research employed a descriptive quantitative method using secondary data in the form of motorcycle sales figures for 2023 and 2024.

The results indicate that PT AHM’s motorcycle sales market growth rate reached 18.43%, which falls into the high category. In addition, Honda’s relative market share compared to its main competitor, Yamaha, was greater than one, amounting to 3.8 times in 2023 and increasing to 3.9 times in 2024. Based on the BCG Matrix analysis, PT AHM’s position in both years falls into the Star quadrant, characterized by high market growth and high market share. This position indicates that PT AHM is a market leader with strong profit potential but still requires significant investment to maintain its competitive advantage.

The recommended strategy is to maintain the Star position through improving product quality, technological innovation, strengthening after-sales services, and expanding distribution and marketing networks. With appropriate strategies, the company is expected to sustain market dominance and potentially evolve into a Cash Cow in the future.

PENGARUH HARGA DAN KUALITAS PELAYANAN SHOPEE TERHADAP KEPUASAN KONSUMEN PADA MAHASISWA UNIVERSITAS HKBP NOMMENSEN MEDAN

2026-02-27T17:49:31+00:00

ANALISIS PENGARUH BUDAYA ORGANISASI, KOMITMEN ORGANISASI, DAN LINGKUNGAN KERJA TERHADAP KEPUASAN KERJA KARYAWAN PADA PT. ALFO CITRA ABADI MEDAN

2026-04-12T17:57:25+00:00

This study aims to describe the influence of organizational culture, organizational commitment and work environment on employee job satisfaction at PT. Alfo Citra Abadi Medan. The population in this study was 72 (seventy two) and the sample was 72 using the census technique. Research respondents are the staff of PT. Alfo Citra Abadi Medan, totaling 72 (seventy two). The data collection technique used is a questionnaire. The data analysis technique in this study uses validity test, reliability test, descriptive analysis, multicollinearity test, heteroscedasticity test, park gleyser test, normality test, multiple linear analysis, multiple linear correlation coefficient test, partial hypothesis test or t test, simultaneous hypothesis test or F test, and calculation of the coefficient of determination. The results of descriptive analysis at PT. Alfo Citra Abadi Medan for organizational culture variable is in good category and for organizational commitment variable and work environment in very good category. Based on the partial analysis, organizational culture and organizational commitment have a positive and significant influence on employee job satisfaction at PT. Alfo Citra Abadi Medan. While the work environment has less influence and is not significant on employee job satisfaction at PT. Alfo Citra Abadi Medan. Simultaneously, organizational culture, organizational commitment and work environment have a positive and significant effect on employee job satisfaction at PT. Alfo Citra Abadi Medan. The contribution of organizational culture, organizational commitment and work environment variables to increase job satisfaction is 79.4%, while the remaining 20.6% is influenced by other variables not examined in this study, such as work discipline, work stress, leadership and others.