Pub Date : 2023-04-01DOI: 10.12962/j23546026.y2023i1.16386
Rizki Ramadhana
{"title":"Business Ecosystem as Key for Indonesian Economic","authors":"Rizki Ramadhana","doi":"10.12962/j23546026.y2023i1.16386","DOIUrl":"https://doi.org/10.12962/j23546026.y2023i1.16386","url":null,"abstract":"","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"11 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89730388","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-04-01DOI: 10.12962/j23546026.y2023i1.16392
Lissa Rosdiana Noer, Gogor Arif Handiwibowo
{"title":"Upgrading Mekarsari TPS to TPST by Using a Waste Processing Machine for Ngingas Makmur Abadi BUMDes Products","authors":"Lissa Rosdiana Noer, Gogor Arif Handiwibowo","doi":"10.12962/j23546026.y2023i1.16392","DOIUrl":"https://doi.org/10.12962/j23546026.y2023i1.16392","url":null,"abstract":"","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"79 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88146256","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-04-01DOI: 10.12962/j23546026.y2023i1.16390
M. Rusydi, I. Warmadewanthi, A. H. Nasution, A. Tontowi, Gogor Arif Handiwibowo, G. W. Bhawika
{"title":"Measurement of Recyclable Raw Materials Trading for Circular Economy Implementation","authors":"M. Rusydi, I. Warmadewanthi, A. H. Nasution, A. Tontowi, Gogor Arif Handiwibowo, G. W. Bhawika","doi":"10.12962/j23546026.y2023i1.16390","DOIUrl":"https://doi.org/10.12962/j23546026.y2023i1.16390","url":null,"abstract":"","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"24 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86759249","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-04-01DOI: 10.12962/j23546026.y2023i1.16391
I. Warmadewanthi, A. H. Nasution, A. Tontowi, M. Rusydi, Gogor Arif Handiwibowo, G. W. Bhawika, Mochammad Andy Rizqy
{"title":"A Review of Circular Economy Index from Many Perspective","authors":"I. Warmadewanthi, A. H. Nasution, A. Tontowi, M. Rusydi, Gogor Arif Handiwibowo, G. W. Bhawika, Mochammad Andy Rizqy","doi":"10.12962/j23546026.y2023i1.16391","DOIUrl":"https://doi.org/10.12962/j23546026.y2023i1.16391","url":null,"abstract":"","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"104 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80817013","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
East Java. This situation affects physical and psychological health. Studies are stating that not exercising regularly is more dangerous than smoking. Therefore, public awareness of the importance of exercising must be increased for the health and national development. In stimulating people to be interested in visiting sports facilities is to apply the biophilic design approach. Restoring the essence of human relations with the nature can be a solution to increase enthusiasm in activities, especially sports in the city of Surabaya, that needs more natural elements. In biophilic theory, several elements can be used as design approaches, one of which is natural shapes and forms. According to Kellert's theory, the natural shapes and forms approach can be applied in 11 elements but these elements are global. By applying the theory of environmental perception, specific natural elements will be obtained with the interests of the people in Surabaya. The analysis results of the design with force-based framework method are specific design criteria for the design of the fitness center with natural shapes and forms approach. This can increase the interest in training and restore the physical and psychological health of its users.
{"title":"Determination of Fitness Center Design Criteria with the Approach of Natural Shape and Forms in Surabaya","authors":"Pande Putu Dwi Novigga Artha, Bambang Soemardino, Fransiscus Xaverius Teddy Badai Samodra","doi":"10.12962/j23546026.y2020i6.8938","DOIUrl":"https://doi.org/10.12962/j23546026.y2020i6.8938","url":null,"abstract":"East Java. This situation affects physical and psychological health. Studies are stating that not exercising regularly is more dangerous than smoking. Therefore, public awareness of the importance of exercising must be increased for the health and national development. In stimulating people to be interested in visiting sports facilities is to apply the biophilic design approach. Restoring the essence of human relations with the nature can be a solution to increase enthusiasm in activities, especially sports in the city of Surabaya, that needs more natural elements. In biophilic theory, several elements can be used as design approaches, one of which is natural shapes and forms. According to Kellert's theory, the natural shapes and forms approach can be applied in 11 elements but these elements are global. By applying the theory of environmental perception, specific natural elements will be obtained with the interests of the people in Surabaya. The analysis results of the design with force-based framework method are specific design criteria for the design of the fitness center with natural shapes and forms approach. This can increase the interest in training and restore the physical and psychological health of its users.","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"64 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-03-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85774452","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-04DOI: 10.12962/j23546026.y2020i1.11945
Adam Kurnia Oktanofa, Fredo Adrian Arliawan, Aurik Gustomo
For the past 15 years, radio and music industry trend is decreasing. One of the causes is “disruption” from Radio Internet Pureplay such as Spotify, Joox, etc. Svara came with “Beyond Disruption” concept that can be saved radio and music industry by starting Radio Digital Transformation. Nowadays, the growth of IT Start-Up Company keeps increasing. which also followed by the increased number of skilled IT workers. The turnover rate over the IT Company also increases. Most of the employees stayed for a short period then moved to another company. This high turnover rate causes decrease in productivity that affected the revenue of the company since low level of employee engagement. In this paper, PT Svara Inovasi Indonesia will be studied and improved employee engagement. The factors of employee engagement level are measured through the data collected by questionnaire. The main objective of the study was to measuring and improving the employee engagement level on PT Svara Innovasi Indonesia. To measure employee engagement with suggestive improvements, the study uses 3 models; Gallup Q12, Aon-Hewitt Employee Engagement Driver, and Deloitte Simply Irresistible Organization model. The result is identified that “stay” component from employee engagement level is low. This caused by low level of recognition, rewards, and work-life balance. This could be improved to increase engagement level, productivity and reducing turnover.
{"title":"Measuring and Improving Employee Engagement (A Study in PT. Svara Inovasi Indonesia)","authors":"Adam Kurnia Oktanofa, Fredo Adrian Arliawan, Aurik Gustomo","doi":"10.12962/j23546026.y2020i1.11945","DOIUrl":"https://doi.org/10.12962/j23546026.y2020i1.11945","url":null,"abstract":" For the past 15 years, radio and music industry trend is decreasing. One of the causes is “disruption” from Radio Internet Pureplay such as Spotify, Joox, etc. Svara came with “Beyond Disruption” concept that can be saved radio and music industry by starting Radio Digital Transformation. Nowadays, the growth of IT Start-Up Company keeps increasing. which also followed by the increased number of skilled IT workers. The turnover rate over the IT Company also increases. Most of the employees stayed for a short period then moved to another company. This high turnover rate causes decrease in productivity that affected the revenue of the company since low level of employee engagement. In this paper, PT Svara Inovasi Indonesia will be studied and improved employee engagement. The factors of employee engagement level are measured through the data collected by questionnaire. The main objective of the study was to measuring and improving the employee engagement level on PT Svara Innovasi Indonesia. To measure employee engagement with suggestive improvements, the study uses 3 models; Gallup Q12, Aon-Hewitt Employee Engagement Driver, and Deloitte Simply Irresistible Organization model. The result is identified that “stay” component from employee engagement level is low. This caused by low level of recognition, rewards, and work-life balance. This could be improved to increase engagement level, productivity and reducing turnover.","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"42 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76312208","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-04DOI: 10.12962/j23546026.y2020i1.11950
Shandy Asri Achmad, Pratami Anggina, P. Rudito
― Telkom transformation paradigm by Innovating and disrupting the fast-changing industry is the main challenge right now. There is external challenging such as changing customer behavior and high performing Customer Experience (CX) focused industries that seeing customer and business growth. In PT Telkom itself, internal challenges there is a financial performance on a decreasing trend and for Net Promoter Score (NPS) is below best in class benchmark globally. The objective is elevating CX as a corporate strategic priority, engaging all stakeholders to achieve CX transformation. PT Telkom every year doing Net Promoter Score and Net Emotional Value (NEV) to measuring the loyalty of a firm's customer relationships and customer satisfaction that correlated with revenue growth. The author takes the model from secondary data from NPS and NEV Report from 2014 – 2018 of PT Telkom Indonesia, focused in Telkom Regional 3 West Java and assign relationship and satisfaction dimension and attribute. Using predictive analytics is a method that analyzing current and historical facts to make predictions about the future to determine an accurate strategy and can improve customer experience based on the appropriate level of correlation. From NPS and NEV report the dimensions and attributes are processed by predictive analysis using correlation and regression. The fact-finding that based on that analytics will be a strong correlation attributes that would become the key to strategic planning for a customer experience that in a lining with corporate strategy. The strong correlation attribute from this statistical processing is the installation process is long, friendliness of the technician, and ease of accessing points. Then the strategic planning for customer experience is from the result from predictive analytics combine with benchmarking with other telco’s company to propose strategic program end-to-end customer journey and integrated to back end system, digitalization and digital ecosystem will be impacted and gave a result business and revenue.
-通过创新和颠覆快速变化的行业来实现电信转型范式是目前的主要挑战。存在外部挑战，例如改变客户行为和关注客户和业务增长的高绩效客户体验(CX)行业。在PT Telkom本身，内部挑战是财务业绩呈下降趋势，净推荐值(NPS)低于全球最佳基准。我们的目标是将客户体验提升为公司的战略重点，让所有利益相关者参与进来，实现客户体验转型。PT Telkom每年都会做净推荐值和净情感价值(NEV)来衡量公司客户关系的忠诚度和与收入增长相关的客户满意度。作者从PT Telkom Indonesia 2014 - 2018年NPS和NEV报告的二手数据中获取模型，重点关注Telkom Regional 3 West Java，并分配关系和满意度维度和属性。使用预测分析是一种分析当前和历史事实，对未来做出预测的方法，以确定准确的策略，并可以根据适当的相关性水平改善客户体验。从NPS和新能源汽车报告的维度和属性进行预测分析，使用相关和回归。基于这种分析的事实发现将是一种强烈的相关性属性，这将成为与公司战略一致的客户体验战略规划的关键。这种统计处理的强相关性属性是安装过程长，技术人员友好，易于访问。然后，客户体验的战略规划是从预测分析的结果与其他电信公司的基准相结合，提出端到端客户旅程的战略方案，并集成到后端系统，数字化和数字生态系统将受到影响，并给出一个结果业务和收入。
{"title":"Strategic Planning Customer Experience using Predictive Analysis Indihome PT Telkom","authors":"Shandy Asri Achmad, Pratami Anggina, P. Rudito","doi":"10.12962/j23546026.y2020i1.11950","DOIUrl":"https://doi.org/10.12962/j23546026.y2020i1.11950","url":null,"abstract":"― Telkom transformation paradigm by Innovating and disrupting the fast-changing industry is the main challenge right now. There is external challenging such as changing customer behavior and high performing Customer Experience (CX) focused industries that seeing customer and business growth. In PT Telkom itself, internal challenges there is a financial performance on a decreasing trend and for Net Promoter Score (NPS) is below best in class benchmark globally. The objective is elevating CX as a corporate strategic priority, engaging all stakeholders to achieve CX transformation. PT Telkom every year doing Net Promoter Score and Net Emotional Value (NEV) to measuring the loyalty of a firm's customer relationships and customer satisfaction that correlated with revenue growth. The author takes the model from secondary data from NPS and NEV Report from 2014 – 2018 of PT Telkom Indonesia, focused in Telkom Regional 3 West Java and assign relationship and satisfaction dimension and attribute. Using predictive analytics is a method that analyzing current and historical facts to make predictions about the future to determine an accurate strategy and can improve customer experience based on the appropriate level of correlation. From NPS and NEV report the dimensions and attributes are processed by predictive analysis using correlation and regression. The fact-finding that based on that analytics will be a strong correlation attributes that would become the key to strategic planning for a customer experience that in a lining with corporate strategy. The strong correlation attribute from this statistical processing is the installation process is long, friendliness of the technician, and ease of accessing points. Then the strategic planning for customer experience is from the result from predictive analytics combine with benchmarking with other telco’s company to propose strategic program end-to-end customer journey and integrated to back end system, digitalization and digital ecosystem will be impacted and gave a result business and revenue.","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82913375","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-04DOI: 10.12962/j23546026.y2020i1.11937
Debbie Amalina, E. Suryani
― E-Invoice considered as one of the most implemented financial information systems these recent years. E-Invoice had grown from a system that brings convenience, into a part of the strategy to fulfill corporate expectation. However, it’s uncertain whether E-Invoice implementation indeed successfully brings proven benefits into the company business. Therefore, the aim of this study is to identify the indicators that affect the success of E-Invoice implementation in a particular state-owned company, based upon DeLone & McLean IS Success Model. In terms of evaluation, previous research regarding E-Invoice mostly discussed about the key factors that influence the adoption of E-Invoice. Lesser literatures purposed at studying the success of the implementation, related to the system performance. According to DeLone & McLean IS Success Model, there are six variables used as basic measurement, namely information quality, system quality, service quality, user satisfaction, intention to use, and net benefits. Following that, a set of structured questionnaire arranged and distributed to 34 users of an E-Invoice system provided by a state-owned enterprise headquartered in Rembang, Indonesia, including vendors and employees. The data then will be processed using Partial Least Square (PLS) method. The result showed that Information Quality and System Quality gave significant impact to User Satisfaction and User Satisfaction gave significant impact to Net Benefits. Meanwhile, Service Quality is not proven empirically to gave significant impact to both User Satisfaction and Intention to Use.
{"title":"Evaluating the Success of E-Invoice Implementation at a State-Owned Enterprise Using DeLone & McLean IS Success Model","authors":"Debbie Amalina, E. Suryani","doi":"10.12962/j23546026.y2020i1.11937","DOIUrl":"https://doi.org/10.12962/j23546026.y2020i1.11937","url":null,"abstract":"― E-Invoice considered as one of the most implemented financial information systems these recent years. E-Invoice had grown from a system that brings convenience, into a part of the strategy to fulfill corporate expectation. However, it’s uncertain whether E-Invoice implementation indeed successfully brings proven benefits into the company business. Therefore, the aim of this study is to identify the indicators that affect the success of E-Invoice implementation in a particular state-owned company, based upon DeLone & McLean IS Success Model. In terms of evaluation, previous research regarding E-Invoice mostly discussed about the key factors that influence the adoption of E-Invoice. Lesser literatures purposed at studying the success of the implementation, related to the system performance. According to DeLone & McLean IS Success Model, there are six variables used as basic measurement, namely information quality, system quality, service quality, user satisfaction, intention to use, and net benefits. Following that, a set of structured questionnaire arranged and distributed to 34 users of an E-Invoice system provided by a state-owned enterprise headquartered in Rembang, Indonesia, including vendors and employees. The data then will be processed using Partial Least Square (PLS) method. The result showed that Information Quality and System Quality gave significant impact to User Satisfaction and User Satisfaction gave significant impact to Net Benefits. Meanwhile, Service Quality is not proven empirically to gave significant impact to both User Satisfaction and Intention to Use.","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"12 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84950627","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-04DOI: 10.12962/j23546026.y2020i1.11944
Amanda Sucita Brahmana, Yati Rohayati
― The rapid development of transportation business makes travel aggregator application needed by the community. One diversified multinational company in Indonesia has developed a travel aggregator application to make customers easier to choose travel according to their needs. However, application design does not meet the standards proven by a preliminary survey. Therefore, it is necessary to explore the user's needs for travel aggregator application. This research aims to identify True Customer Needs by using the integration of Fuzzy Electronic Service Quality and Fuzzy Refined Kano in order to improve accuracy of data. To ensure the quality of the application before it is released, there are 8 key dimensions of quality that used namely payment method, application design, ease of use, responsiveness, security & privacy, information quality, portability, and maintainability. Fuzzy Electronic Service Quality is used to measure the level of satisfaction using the Fuzzy questionnaire. Fuzzy Refined Kano is used to obtain categories namely attractive (A), must-be (M), one-dimensional (O), indifferent (I), reverse (R) and questionable (Q) on each attribute need with Fuzzy processing. Based on the integration, there are 22 attributes need with 14 strong attributes need that need to be improved. The improved attributes need is called True Customer Needs.
{"title":"Designing Travel Aggregator Application Using the Integration of Fuzzy Electronic Service Quality and Fuzzy Refined Kano","authors":"Amanda Sucita Brahmana, Yati Rohayati","doi":"10.12962/j23546026.y2020i1.11944","DOIUrl":"https://doi.org/10.12962/j23546026.y2020i1.11944","url":null,"abstract":"― The rapid development of transportation business makes travel aggregator application needed by the community. One diversified multinational company in Indonesia has developed a travel aggregator application to make customers easier to choose travel according to their needs. However, application design does not meet the standards proven by a preliminary survey. Therefore, it is necessary to explore the user's needs for travel aggregator application. This research aims to identify True Customer Needs by using the integration of Fuzzy Electronic Service Quality and Fuzzy Refined Kano in order to improve accuracy of data. To ensure the quality of the application before it is released, there are 8 key dimensions of quality that used namely payment method, application design, ease of use, responsiveness, security & privacy, information quality, portability, and maintainability. Fuzzy Electronic Service Quality is used to measure the level of satisfaction using the Fuzzy questionnaire. Fuzzy Refined Kano is used to obtain categories namely attractive (A), must-be (M), one-dimensional (O), indifferent (I), reverse (R) and questionable (Q) on each attribute need with Fuzzy processing. Based on the integration, there are 22 attributes need with 14 strong attributes need that need to be improved. The improved attributes need is called True Customer Needs.","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"54 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91255122","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-04DOI: 10.12962/j23546026.y2020i1.11941
Rivan Farony, M. Suef, V. Ratnasari
― Mall Success can be seen with a large number of mall visitors and visitors coming. In this case, one of the malls in the Tidar area of Surabaya is more important than most of the malls in general in the city of Surabaya. At the XYZ mall area, visitors are seen lonely from day to day, this is a big question mark whether visitors are satisfied to receive a compilation of visiting the mall. For this reason, the satisfaction of visitors and customers in the mall is an important factor in determining the buying and selling activities in the mall. The research offered suggests about customer satisfaction and customer loyalty proposed by, hedonic value, Relaxation Value, socialization value, Utilitarian Value. This can affect the purchasing power of consumers to buy at the mall. Satisfaction can provide a supported spending will, thus providing a significant turnover of money. By creating a sense of satisfaction can generate customer loyalty in the mall. This research was conducted by distributing questionnaires to visitors or customers who have come to the XYZ mall. The method used in this research is Structural Equation Modeling. by Processing data using Smart PLS software because the research model is complex. The findings in this study are the outcome variable, Hedonic Value, Relaxation Value, and Socialization Value regarding customer satisfaction and customer loyalty, while the Utilitarian Value only has a significant effect on customer satisfaction. The results of this study are expected to make the mall management considerations to develop the right strategy in increasing the number of visitors and customers to come to the mall.
{"title":"The Effect of Customer Loyality and Satisfaction's Factors in Visiting Mall XYZ","authors":"Rivan Farony, M. Suef, V. Ratnasari","doi":"10.12962/j23546026.y2020i1.11941","DOIUrl":"https://doi.org/10.12962/j23546026.y2020i1.11941","url":null,"abstract":"― Mall Success can be seen with a large number of mall visitors and visitors coming. In this case, one of the malls in the Tidar area of Surabaya is more important than most of the malls in general in the city of Surabaya. At the XYZ mall area, visitors are seen lonely from day to day, this is a big question mark whether visitors are satisfied to receive a compilation of visiting the mall. For this reason, the satisfaction of visitors and customers in the mall is an important factor in determining the buying and selling activities in the mall. The research offered suggests about customer satisfaction and customer loyalty proposed by, hedonic value, Relaxation Value, socialization value, Utilitarian Value. This can affect the purchasing power of consumers to buy at the mall. Satisfaction can provide a supported spending will, thus providing a significant turnover of money. By creating a sense of satisfaction can generate customer loyalty in the mall. This research was conducted by distributing questionnaires to visitors or customers who have come to the XYZ mall. The method used in this research is Structural Equation Modeling. by Processing data using Smart PLS software because the research model is complex. The findings in this study are the outcome variable, Hedonic Value, Relaxation Value, and Socialization Value regarding customer satisfaction and customer loyalty, while the Utilitarian Value only has a significant effect on customer satisfaction. The results of this study are expected to make the mall management considerations to develop the right strategy in increasing the number of visitors and customers to come to the mall.","PeriodicalId":14533,"journal":{"name":"IPTEK Journal of Proceedings Series","volume":"73 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88171995","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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