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Analyzing Technical Competency, Relational Capabilities and Cognitive Abilities on Customer Satisfaction at Distributor Companies in Indonesia Mohamad Firdaus; Krisnawati, Nila; Basbeth, Firdaus
Emerging Markets : Business and Management Studies Journal Vol. 9 No. 1 (2021)
Publisher : Directorate of Academic Research and Community Services

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33555/embm.v9i1.188

Abstract

In the current era of globalization, business competition is getting tougher and as a market leader, companies must always maintain their performance and improve their performance, so that customer satisfaction is always maintained. Especially the performance of mechanical services to customers whose performance must be maintained. Main problem faced by PT United Tractors heavy equipment service division is a decrease in customer satisfaction. The decrease in satisfaction is thought to be caused by a decrease in mechanics technical competence, the lack of mechanical ability to maintain good relationships (relational capability) with customers and the ability to identify problems (cognitive abilities) faced by customers. The purpose of this research is to analyze the impact of technical competency, relational capability and cognitive ability toward customer satisfaction and to analyse the impact of customer satisfaction toward customer loyalty. As a quantitative research, the study distributed questionnaires to 200 respondents who are customers who used mechanics services, so that it can be seen what variables have a significant impact on customer satisfaction. The findings of this study are that cognitive ability and technical competency have a significant impact on customer satisfaction, while relational capability has no significant impact on customer satisfaction. The influence of customer satisfaction on customer loyalty has a significant impact.
Innovative Strategic Positioning of Capital Flows Mobilization of The Original Five ASEAN Countries: Which are Leading? Nasution, Eric J.; Krisnawati, Nila
The South East Asian Journal of Management Vol. 12, No. 2
Publisher : UI Scholars Hub

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Abstract

Research Aims - The study was conducted to employ the capital flows mobilization (CFM) indicators as the leading economic indicators to determine the leadership role among the five original ASEAN countries. It sought to simplify and answer three research questions on the differences of CFM indicators among the ASEAN countries, their ranks, and how they were positioned in terms of CFM performance and Granger causality risk level. Methodology - Nonparametric statistics and the economic game theory using a four-quadrant matrix were used to answer the three research questions. Research findings - The first hypothesis was accepted, which indicates that the CFM performance among the five original ASEAN countries differed significantly during the period after the Asian financial crisis in 1998 to 2017. The second research question indicated that Malaysia and Singapore were ranked the first in the ISP of CFM, while Thailand, Indonesia, and Philippines came next to these two leading ASEAN countries. The third research question indicated that Malaysia and Singapore were strategically positioned in the first quadrant, which must deploy the maintenance of highgrowth CFM. Thailand seemed to occupy the innovative CFM refocus strategy, while Indonesia, the expected leading figure in the region, was only positioned fourth. It was expected to fully liberalize and begin with risk diversification in its CFM. The Philippines remained concentrating in its CFM liberalization. Originality - Few studies are considered in the CFM framework, which is integrated with the ISP and using a four-quadrant matrix as an effective measurement. This study is also measuring the ISP effectiveness of CFM in Southeast Asian countries. Managerial implications in the South East Asian Context- The result of the study will be valuable for determining the strategic position of the capital flow mobilization or CFM leading in South East Asian countries. It will enhance the fundamental role of a country in protecting countries from financial turbulences and also on the effectiveness of monetary policy. Research limitations and recommendations - The study focused only on the exploration of how the longitudinal unbalanced panel data of the original ASEAN countries’ economic indicators from the year 2000 to 2016 by utilizing a four-quadrant positioning matrix tool. It is also concentrated only on the former mentioned or money, which flowed in and out of a country’s economic system in accordance with the realm of innovative strategic positioning.