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Journal : International Journal of Applied Business and International Management

ANALYSIS OF FACTORS THAT DETERMINE CUSTOMER DELIGHT AND THEIR IMPACT ON CUSTOMER LOYALTY I Wayan Oka Sugarda; I Nengah Suardhika; I Ketut Setia Sapta
International Journal of Applied Business and International Management Vol 8, No 1 (2023): April 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (309.077 KB) | DOI: 10.32535/ijabim.v8i1.1829

Abstract

Customers are the first asset that must be taken care of properly because each customer will bring profits that can keep the business running. Customers are kings who must be considered in every need and desire for the company's success in running its business. This study aimed to test and confirm the relationship between the variables of service quality, customer value, customer delight, and customer loyalty at Apotek Iwos Farma Badung. Respondents in this study were customers of Apotek Iwos Farma Badung. The number of respondents in this study was set at 80 respondents. This study uses structural equation modeling analysis with the help of the Smart-PLS 3 program. The results of this study indicate that the better the quality of existing services will be able to increase customer delight. Good customer value will be able to improve customer delight. The quality of existing services has not been able to increase customer loyalty. The higher the value of existing customers will be able to increase customer loyalty. However, customer delight has not been able to determine the increase in customer loyalty.
The Model of Competitive Advantage for Increasing Business Performance in Small and Medium Industries of Woven Fabric (Endek) in Bali Province I Putu Pratama Adiputra; I Nengah Suardhika; Anik Yuesti
International Journal of Applied Business and International Management Vol 8, No 1 (2023): April 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (304.662 KB) | DOI: 10.32535/ijabim.v8i1.1858

Abstract

One of the Province of Bali's key creative economy sectors that places an emphasis on particular artistic and cultural inventiveness is the woven fabric (endek) sector. The business must make strategic attempts to survive, nonetheless, given the increasingly tough commercial competition and the limited resources available. With the mediating role of competitive advantage, this work intends to further research on the indirect effects of product innovation and market orientation on business performance. In 9 districts and cities throughout Bali Province, this study used a proportional sample technique. Partial Least Square analysis was used to process 78 questionnaires from SME owners of woven fabric (endek). Market orientation can be applied to achieve a competitive advantage, according to the analysis's findings, which can have a stronger impact on business success. The performance of businesses is also directly impacted by market orientation. According to other findings, product innovation has no real impact on how well a company performs. The improvement of business performance in SME woven fabric (endek) in Bali Province, however, can be determined by a product innovation that can produce a competitive advantage. Keywords: Market Orientation, Product Innovation, Competitive Advantage, Business Performance.
The Servant Leadership Analysis and Work Motivation in Determining Organizational Commitment and Employee Performance Didik Rabuana Artha; I Nengah Suardhika; Nengah Landra
International Journal of Applied Business and International Management Vol 8, No 2 (2023): August 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v8i2.1815

Abstract

Human resources (HR) play an important role and an asset that must be owned by the organization. This is because HR plays an active role in the process of running an organization to achieve goals. Therefore, optimizing the contribution of employees to the company's mission is very important to maintain effective performance. The purpose of this study is to analyze and explain the relationship between servant leadership and work motivation variables with organizational commitment and employee performance at PT. Telkom Access Denpasar. The sample in this study were all permanent employees who worked at several 45 respondents. By using Structural Equation Modeling (SEM) analysis with the help of the Smart-PLS v.3 programs, the results show that the better the implementation of servant leadership can increase employee commitment to the organization. In addition, it was found that employees who are motivated at work will increase their commitment to the organization. The application of servant leadership is not able to, directly and indirectly, determine employee performance. Other results, increasing employee motivation will improve employee performance, either directly or indirectly through the mediation of organizational commitment. Meanwhile, employee commitment was found to have a positive and significant effect on employee performance.