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All Journal MABIS: Manajemen dan Bisnis JURNAL ILMIAH KOHESI EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Jurnal Visi Pengabdian Kepada Masyarakat
IMELDA SITINJAK
Universitas HKBP Nommensen
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KEPUASAN NASABAH SEBAGAI MEDIATOR ANTARA KUALITAS PELAYANAN BANK DAN TINGKAT LOYALITAS NASABAH IMELDA SITINJAK
JURNAL ILMIAH KOHESI Vol 2 No 2 (2018): JURNAL ILMIAH KOHESI
Publisher : LP2MTBM MAKARIOZ

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (173.271 KB)

Abstract

This study aims to determine the role of customer satisfaction as a mediator between the influence of the service quality of bank to customer loyalty. The object of this research is Putri Hijau Medan Branch of Bank Rakyat Indonesia. This research is motivated by the increasing number of BRI customers of Putri Hijau Medan Branch which closed the account for 3 years. A purposive method has been selected to obtain the required data in this study. This study took 110 respondents and all respondents were BRI customers of Putri Hijau Medan Branch. Data analysis was using Structural Equation Model with Lisrel computer program. The result of this research concludes that there is no influence of service quality directly which is significant to customer loyalty (H1 rejected). But indirectly there is a significant effect of service quality on customer loyalty that is when customer satisfaction is determined as mediator (H2 accepted). This is supported by the significant effect of service quality on customer satisfaction (H2a received), and customer satisfaction on customer loyalty (H2b accepted). The results of this study have an implication for the academic that is strengthening the justification of previous research that customer satisfaction mediate the relationship between service quality and customer loyalty. In addition, this research expands the object of research in banking, especially in Bank BRI. While the managerial implication is the leader and all employees of Bank should prioritize customer satisfaction in serving customers.
Analisis Niat Beli Kembali Produk Tabungan Emas di Pegadaian Dalam Konteks Omnichannel Romindo Megawati Pasaribu; Senti R.O Pasaribu; Imelda Sitinjak; Herry D.S Pasaribu; Vinsensius Matondang
Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS) Vol 3 No 4 (2022): May 2022
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/ekuitas.v3i4.1579

Abstract

Omnichannel is a business model in which its operations and services are integrated in all sales channels owned by the company in one overall system. Omnichannel combines all store marketing channels both online and offline which can make it easier for customers to find information, process, and make decisions in making product purchases. The purpose of this study was to analyze customer engagement as a mediating variable between channel integration quality and repurchase intention on gold savings products at Pegadaian Medan. The sample in this study was 90 respondents and this sampling method used accidental sampling technique. The data analysis method to answer the hypothesis uses SmartPLS 3.0. The results showed (1) Customer engagement in the omnichannel context had a significant effect on repurchase intention, (2) Channel integration in the omnichannel context had no positive and insignificant effect on customer engagement, (3) Channel integration had a positive and significant effect on purchase intention.
ANTECEDENTS OF ONLINE OJEK CUSTOMER LOYALTY (CASE STUDY OF STUDENT CUSTOMERS GO-JEK MEDAN) Imelda Sitinjak; Martin Luter Purba
Journal of Management and Business Vol 18, No 1 (2019): MARCH 2019
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (236.154 KB) | DOI: 10.24123/jmb.v18i1.407

Abstract

This research is conducted to determine the level of customer loyalty influenced by the antecedents of customer satisfaction, the reasonableness of the price and quality of service, either directly or through customer satisfaction Go-Ride students in Medan. The unit of analysis of this study was individuals, namely female students from universities in Medan who had used Go-Ride. The method of determining the sample used purposive sampling method. Of the 298 data collected, 290 data were used as research samples and processed using the Lisrel 8.72 program. This research tests the quality of services with service quality indicators of a mass transport from the European Committee for Standardization which has never been used for motorcycle taxis. This study found that there is direct effect of antecedents of customer loyalty such as customer satisfaction and fairness of significant prices on Go-Ride student loyalty in Medan, while service quality has a significant indirect effect on Go-Ride student loyalty in Medan. This research has implications for a business start-up that must pay attention to the antecedents of loyalty, including customer satisfaction, fairness of price, and quality of service, and competitiveness will determine the sustainability of a start-up business because customers with businesses and businesses with businesses have mutually related relationships influence.
Sosialisasi Pengembangan Generasi Muda Tentang Key Success Factors and Entrepreneurship Imelda Sitinjak; Anne R. Malau; Hamonangan Siallagan; Manatap Berliana Lumbangaol
Jurnal Visi Pengabdian Kepada Masyarakat Vol. 2 No. 2 (2021): Jurnal Visi Pengabdian Kepada Masyarakat : Edisi Agustus 2021
Publisher : LPPM Universitas HKBP Nommensen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51622/pengabdian.v2i2.353

Abstract

The purpose of this community service activity is to provide understanding and motivation through socialization for the younger generation of Punguan Raja Panjaitan Dohot Boruna (PRPB) Medan City, one of the topics is about the key factors of success for someone with an entrepreneurial spirit. This socialization was carried out on Friday, April 30, 2021, offline with strict health protocols at the PRPB Secretariat of Medan City which was attended by 29 people. The implementation includes the opening, the MC invites participants to sing, ice breaking, socialization, video screenings, question and answer sessions, and participant feedback. For the young generation of PRPB, this socialization is important to understand what are the key factors that influence their future success, how to explore and find them. For the Medan City PRPB organization, this socialization is an alternative for developing PRPB members and reducing children's problems that arise as a result of this misunderstanding. , they can clearly summarize the topics presented and hope that a further development program will be held, so it can be concluded that the purpose of this service has been achieved.
Seminar Business Model Canvas dan Desain Business Plan Bagi Mahasiswa- Mahasiswi di Kota Medan Anne Rumondang Malau; Imelda Sitinjak; Libianko Sianturi
Jurnal Visi Pengabdian Kepada Masyarakat Vol. 3 No. 2 (2022): Jurnal Visi Pengabdian Kepada Masyarakat : Edisi Agustus 2022
Publisher : LPPM Universitas HKBP Nommensen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51622/pengabdian.v3i2.628

Abstract

The purpose of this community service activity is to provide understanding and motivation on how Medan City students can consider becoming entrepreneurs and become successful by understanding the steps to starting a business through the topic of Business Model Canvas and Business Plan Design. This seminar was held on Saturday, December 11, 2021, online through a Zoom meeting from the Justin Room, HKBP Nommensen University, which was attended by approximately 2oo people. The implementation includes the opening, the MC invites participants to sing, ice breaking, seminars, question and answer sessions, and participant feedback. For the students of this seminar, it is important to understand how to make a business plan by studying the business model canvas and a good business plan design that can help them start a business by making a business plan document. For students, this seminar is a form of training, to train themselves to consider becoming a successful entrepreneur, by being given the task as feedback from this seminar, namely to make a business plan which was collected two weeks after the seminar was held. Although there were some technical obstacles, overall, the seminar participants were very enthusiastic in responding to every interaction with the speakers, they were able to clearly summarize the topics presented and hoped that a further development program would be held, so it can be concluded that the purpose of this service has been achieved.
Co-Authors Anne Rumondang Malau Hamonangan Siallagan Herry D.S Pasaribu Libianko Sianturi MANATAP BERLIANA LUMBAN GAOL Martin Luter Purba Romindo Megawati Pasaribu Senti R.O Pasaribu Vinsensius Matondang