Pub Date : 2021-12-15DOI: 10.21632/irjbs.14.3.245-255
Ahmad Mulyana, Ricko Sugyanto
This article describes an adaptation of the leadership communication style in the pandemic era to maintain business continuity. The analysis uses the theory of change, organizational communication, and leadership. The method used is a case study with a qualitative approach where data mining is carried out through in-depth interviews, observation, and documentation. The study results concluded that the leadership style applied as a communication pattern as a coach with employees to maintain business continuity. Through this pattern, the nature of the partnership with employees is well established. This research has implications for efforts to prioritize the leader’s communication competence as Coach leadership style in implementing changes during the Covid-19 pandemic. The study results show that the role of the leader as a Coach can raise employee awareness to understand and accept changing conditions and have a commitment to take actions that can maintain the company’s business continuity.
{"title":"Airport Company Leadership Communication Style as A Coach in the Era of Change","authors":"Ahmad Mulyana, Ricko Sugyanto","doi":"10.21632/irjbs.14.3.245-255","DOIUrl":"https://doi.org/10.21632/irjbs.14.3.245-255","url":null,"abstract":"This article describes an adaptation of the leadership communication style in the pandemic era to maintain business continuity. The analysis uses the theory of change, organizational communication, and leadership. The method used is a case study with a qualitative approach where data mining is carried out through in-depth interviews, observation, and documentation. The study results concluded that the leadership style applied as a communication pattern as a coach with employees to maintain business continuity. Through this pattern, the nature of the partnership with employees is well established. This research has implications for efforts to prioritize the leader’s communication competence as Coach leadership style in implementing changes during the Covid-19 pandemic. The study results show that the role of the leader as a Coach can raise employee awareness to understand and accept changing conditions and have a commitment to take actions that can maintain the company’s business continuity.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-12-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43290324","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 : 2021-12-15DOI: 10.21632/irjbs.14.3.215-227
Muhammad Mishbakhudin, M. Aisyah
Technological developments and government plans in the sharia economic sector supported by the large potential of the Muslim market triggered the launch of sharia features in the e-commerce marketplace. This study aimed to analyze the effect of the e-marketing mix consisting of e-product, e-price,e-place, and e-promotion variables on consumer decision through e-trust in the sharia marketplace Tokopedia Salam during the Covid-19 pandemic. The sampling method used was purposive sampling with 150 respondents. The data analysis method used was Partial Least Square. The results of the study showed that there is a direct significant effect between the e-marketing mix variables, namely e-product, e-price, and e-promotion on e-trust, except for the e-place. Meanwhile, only e-promotion and e-trust variables have a significant direct effect on consumer decision. The results of this study also showed that e-product, e-price, and e-promotion indirectly have a significant effect on consumer decision through e-trust, except for the e-place. Tokopedia Salam with its various sharia characteristics is expected to provide other offers during the pandemic with things that are more familiar to marketplace customers such as basic product, competitive prices, various promotions, and free shipping.
{"title":"The E-Marketing Mix Strategy of Tokopedia Salam during the Covid-19 Pandemic","authors":"Muhammad Mishbakhudin, M. Aisyah","doi":"10.21632/irjbs.14.3.215-227","DOIUrl":"https://doi.org/10.21632/irjbs.14.3.215-227","url":null,"abstract":"Technological developments and government plans in the sharia economic sector supported by the large potential of the Muslim market triggered the launch of sharia features in the e-commerce marketplace. This study aimed to analyze the effect of the e-marketing mix consisting of e-product, e-price,e-place, and e-promotion variables on consumer decision through e-trust in the sharia marketplace Tokopedia Salam during the Covid-19 pandemic. The sampling method used was purposive sampling with 150 respondents. The data analysis method used was Partial Least Square. The results of the study showed that there is a direct significant effect between the e-marketing mix variables, namely e-product, e-price, and e-promotion on e-trust, except for the e-place. Meanwhile, only e-promotion and e-trust variables have a significant direct effect on consumer decision. The results of this study also showed that e-product, e-price, and e-promotion indirectly have a significant effect on consumer decision through e-trust, except for the e-place. Tokopedia Salam with its various sharia characteristics is expected to provide other offers during the pandemic with things that are more familiar to marketplace customers such as basic product, competitive prices, various promotions, and free shipping.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-12-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42891604","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 : 2021-12-15DOI: 10.21632/irjbs.14.3.257-266
M. S. Kusmulyono, W. Dhewanto, Melia Famiola
Rural has become a prime headline for Indonesia’s development since the enactment of the Rural Act in 2014. Since the ratification, rural governments in Indonesia have had more authority to manage their village economy through the establishment of a village-owned social enterprise (VOSE). In 2019, 45,549 VOSEs were established from the total of 83,931 villages in Indonesia. Unfortunately, although several VOSEs show good performance, most have problems that hamper their growth. This article stems from the researchers’ desire to observe the contribution of entrepreneurial activities in the village to rural resilience. This research applied qualitative research by interviewing rural stakeholders in nine Bumdes. The findings of the study indicate that low commitment from village heads and Bumdes directors, low motivation from Bumdes management, inadequate business knowledge from Bumdes management, rural political dynamics, and fluctuations in community participation are all obstacles to Bumdes’ ability to promote rural resilience. This research demonstrates that in order to attain rural resilience, Bumdes requires a more holistic strategy to promote stakeholder attachment.
{"title":"Inhibitors Element of Bumdes in Promoting Rural Resilience in Indonesia","authors":"M. S. Kusmulyono, W. Dhewanto, Melia Famiola","doi":"10.21632/irjbs.14.3.257-266","DOIUrl":"https://doi.org/10.21632/irjbs.14.3.257-266","url":null,"abstract":"Rural has become a prime headline for Indonesia’s development since the enactment of the Rural Act in 2014. Since the ratification, rural governments in Indonesia have had more authority to manage their village economy through the establishment of a village-owned social enterprise (VOSE). In 2019, 45,549 VOSEs were established from the total of 83,931 villages in Indonesia. Unfortunately, although several VOSEs show good performance, most have problems that hamper their growth. This article stems from the researchers’ desire to observe the contribution of entrepreneurial activities in the village to rural resilience. This research applied qualitative research by interviewing rural stakeholders in nine Bumdes. The findings of the study indicate that low commitment from village heads and Bumdes directors, low motivation from Bumdes management, inadequate business knowledge from Bumdes management, rural political dynamics, and fluctuations in community participation are all obstacles to Bumdes’ ability to promote rural resilience. This research demonstrates that in order to attain rural resilience, Bumdes requires a more holistic strategy to promote stakeholder attachment.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-12-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47047810","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 : 2021-12-15DOI: 10.21632/irjbs.14.3.267-282
Henry Pribadi, Sonny Agustiawan
The Covid-19 pandemic disrupted many industries and created a different reality of function in terms of several aspects, including family business and succession. This paper discusses how family business successor intentions regarding succeeding the family business in the near future have been affected by the pandemic. The subjects of our study are senior undergraduate business students that could potentially become successors in their family business. Our model is based on the Intention Model from the Theory of Perceived Behaviors, modified from our previous study with Intention to succeeding family business as the dependent variable. Data of 203 valid respondents was collected through quantitative survey and analyzed using a multiple linear regression model. The results of our study show that, during the pandemic, the intention of the heirs of the family business in succeeding his/her family business will be determined by the successor’s own attitude in succeeding family business, campus education, familiness, and resiliency of family business situation in facing the pandemic.
{"title":"Succession Intention in Continuing Family Business in Indonesia during the Covid-19 Pandemic","authors":"Henry Pribadi, Sonny Agustiawan","doi":"10.21632/irjbs.14.3.267-282","DOIUrl":"https://doi.org/10.21632/irjbs.14.3.267-282","url":null,"abstract":"The Covid-19 pandemic disrupted many industries and created a different reality of function in terms of several aspects, including family business and succession. This paper discusses how family business successor intentions regarding succeeding the family business in the near future have been affected by the pandemic. The subjects of our study are senior undergraduate business students that could potentially become successors in their family business. Our model is based on the Intention Model from the Theory of Perceived Behaviors, modified from our previous study with Intention to succeeding family business as the dependent variable. Data of 203 valid respondents was collected through quantitative survey and analyzed using a multiple linear regression model. The results of our study show that, during the pandemic, the intention of the heirs of the family business in succeeding his/her family business will be determined by the successor’s own attitude in succeeding family business, campus education, familiness, and resiliency of family business situation in facing the pandemic.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-12-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46021062","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 : 2021-11-15DOI: 10.21632/irjbs.14.2.119-127
Anoor Ashwini Anand, Sheetal N. Acharya
Remote working is a concept in which the employees do not commute or travel to the Organizations place of work but allows the employees to work outside of the traditional office environment. Employee engagement can be viewed as an attitude of an employee/employee’s a to be productive, to excel and therefore be committed towards the organisation. Remote working applies to a variety of employees especially office or desk-based workers. This paper explores different facets of the remote worker’s persona and provides recommendations and practices to enhance employee engagement of the employees working remotely. Remote work culture is not a new concept, but due to the current Covid-19 Pandemic situation there seems to be a rapid shift of many employees to the remote working model essentially working away from the traditional office ecosystem. This paper examines two aspects of working remotely, a. In regular times b. during a crisis and in both these scenarios how to keep the remote workers engaged and motivated to ensure a minimum if not zero loss of Productivity.
{"title":"Employee Engagement in A Remote Working Scenario","authors":"Anoor Ashwini Anand, Sheetal N. Acharya","doi":"10.21632/irjbs.14.2.119-127","DOIUrl":"https://doi.org/10.21632/irjbs.14.2.119-127","url":null,"abstract":"Remote working is a concept in which the employees do not commute or travel to the Organizations place of work but allows the employees to work outside of the traditional office environment. Employee engagement can be viewed as an attitude of an employee/employee’s a to be productive, to excel and therefore be committed towards the organisation. Remote working applies to a variety of employees especially office or desk-based workers. This paper explores different facets of the remote worker’s persona and provides recommendations and practices to enhance employee engagement of the employees working remotely. Remote work culture is not a new concept, but due to the current Covid-19 Pandemic situation there seems to be a rapid shift of many employees to the remote working model essentially working away from the traditional office ecosystem. This paper examines two aspects of working remotely, a. In regular times b. during a crisis and in both these scenarios how to keep the remote workers engaged and motivated to ensure a minimum if not zero loss of Productivity.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49424136","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 : 2021-11-15DOI: 10.21632/irjbs.14.2.171-186
Arthur Tunggul Siahaan, Eko Suhartanto, C. Tercia
This present study examines the effect of technological turbulence in driving cooperation, the role of non-economic satisfaction in mediating between focal constructs of relationship marketing (RM) with cooperation, and the effect of interpersonal commitment on interorganizational commitment. The findings show that high technological turbulence dampens the positive relationship of two focal constructs of RM, non-economic satisfaction mediates focal constructs of RM and cooperation, and interpersonal commitment influences interorganizational commitment. The study uses empirical data from business-to-business (B2B) ICT resellers in Indonesia to test the hypotheses developed. A structured questionnaire via an online platform is used as a research instrument with one hundred and one companies participating.
{"title":"The Factors Affecting Cooperation and the Moderating Effect of Technological Turbulence","authors":"Arthur Tunggul Siahaan, Eko Suhartanto, C. Tercia","doi":"10.21632/irjbs.14.2.171-186","DOIUrl":"https://doi.org/10.21632/irjbs.14.2.171-186","url":null,"abstract":"This present study examines the effect of technological turbulence in driving cooperation, the role of non-economic satisfaction in mediating between focal constructs of relationship marketing (RM) with cooperation, and the effect of interpersonal commitment on interorganizational commitment. The findings show that high technological turbulence dampens the positive relationship of two focal constructs of RM, non-economic satisfaction mediates focal constructs of RM and cooperation, and interpersonal commitment influences interorganizational commitment. The study uses empirical data from business-to-business (B2B) ICT resellers in Indonesia to test the hypotheses developed. A structured questionnaire via an online platform is used as a research instrument with one hundred and one companies participating.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45694730","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 : 2021-11-15DOI: 10.21632/irjbs.14.2.159-170
D. Ekowati
This study aims to investigate institutional logics underlying the initiation of change management process in public sector organisations. Organisational Institutionalism is used to frame the analysis. The study took place in three different public organisations in the Province of East Java, including one-stop-service for licencing as well as that of vehicle registration, taxing and insurance and also from local health authority. Qualitative method was employed to analyse information gathered through semi-structured interviews with 35 respondents. The study unveiled various institutional logics underlying the adoption of changes and innovation in the organisations. It ranged from the most common reason of improving performance gaps up to the needs to clean the organisation’s name and build a better image. The study contributes to the idea that organisation’s previous experiences as well as perceived institutional character affect the needs to conduct changes.
{"title":"Organizational Change in Public Service","authors":"D. Ekowati","doi":"10.21632/irjbs.14.2.159-170","DOIUrl":"https://doi.org/10.21632/irjbs.14.2.159-170","url":null,"abstract":"This study aims to investigate institutional logics underlying the initiation of change management process in public sector organisations. Organisational Institutionalism is used to frame the analysis. The study took place in three different public organisations in the Province of East Java, including one-stop-service for licencing as well as that of vehicle registration, taxing and insurance and also from local health authority. Qualitative method was employed to analyse information gathered through semi-structured interviews with 35 respondents. The study unveiled various institutional logics underlying the adoption of changes and innovation in the organisations. It ranged from the most common reason of improving performance gaps up to the needs to clean the organisation’s name and build a better image. The study contributes to the idea that organisation’s previous experiences as well as perceived institutional character affect the needs to conduct changes.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42763214","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 : 2021-11-15DOI: 10.21632/irjbs.14.2.129-135
Susanti Saragih, Santy Setiawan, Teddy Markus, Peter Rhian
During the Covid-19 pandemic, the term work from home (WFH) has been introduced to refer to a work arrangement in which individual can complete their duties while they are at home. While most flexible work arrangements are a preference, work from home is mandatory. Therefore, the impact of WFH during the Covid-19 pandemic needs to be studied. The total respondent of this study is 337 employees, who are works at home during the pandemic. The results showed that the three main benefits employees might gain during WFH are flexibility, more time with family, and less travel time. On the other side, employees struggle to balance their personal and work life, access to websites or software, and limited devices and workspace. Most of the companies are not ready for the WFH scheme though some of them gave support to employees (e.g., quota subsidy). This research gave some essential suggestions for HR managers in designing remote work for the future.
{"title":"Benefits and Challenges of Telework During The Covid-19 Pandemic","authors":"Susanti Saragih, Santy Setiawan, Teddy Markus, Peter Rhian","doi":"10.21632/irjbs.14.2.129-135","DOIUrl":"https://doi.org/10.21632/irjbs.14.2.129-135","url":null,"abstract":"During the Covid-19 pandemic, the term work from home (WFH) has been introduced to refer to a work arrangement in which individual can complete their duties while they are at home. While most flexible work arrangements are a preference, work from home is mandatory. Therefore, the impact of WFH during the Covid-19 pandemic needs to be studied. The total respondent of this study is 337 employees, who are works at home during the pandemic. The results showed that the three main benefits employees might gain during WFH are flexibility, more time with family, and less travel time. On the other side, employees struggle to balance their personal and work life, access to websites or software, and limited devices and workspace. Most of the companies are not ready for the WFH scheme though some of them gave support to employees (e.g., quota subsidy). This research gave some essential suggestions for HR managers in designing remote work for the future.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47976788","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 : 2021-11-15DOI: 10.21632/irjbs.14.2.107-117
Fesa Putra Kristianto, Nuthqy Fariz, Deni Saputra, Salwa Islami Athirah
In the era of the Covid-19 pandemic, all activities are forced to adapt to the Disruption Era, one of which is the education sector. The era of Disruption Covid-19 changed the learning system from face to face to online and did not change the quality of the learning process. Therefore, the Furniture and Wood Processing Industry Polytechnic must create a new framework in order to survive. This study aims to create a new framework that has the perspectives of various stakeholders such as government, industry, academic institutions, certification institutions, students and technological developments. The making of this framework is based on PEST analysis and a drives competitive for universities according to (Panday, 2014). The result of the framework for the Wood Furniture and Processing Industry Polytechnic are implementation health protocol for Covid-19, improvement of facilities dan infrastructure, creating income from teaching factory, SDM adaptation for improvement facilities and infrastructure, and quality assurance of graduates. The next step is to carry out monitoring and evaluation (MONEV) so that the implementation of framework runs according to the references and targets.
{"title":"Framework for Furniture and Wood Processing Industry Polytechnic in Era Disruption of Covid-19","authors":"Fesa Putra Kristianto, Nuthqy Fariz, Deni Saputra, Salwa Islami Athirah","doi":"10.21632/irjbs.14.2.107-117","DOIUrl":"https://doi.org/10.21632/irjbs.14.2.107-117","url":null,"abstract":"In the era of the Covid-19 pandemic, all activities are forced to adapt to the Disruption Era, one of which is the education sector. The era of Disruption Covid-19 changed the learning system from face to face to online and did not change the quality of the learning process. Therefore, the Furniture and Wood Processing Industry Polytechnic must create a new framework in order to survive. This study aims to create a new framework that has the perspectives of various stakeholders such as government, industry, academic institutions, certification institutions, students and technological developments. The making of this framework is based on PEST analysis and a drives competitive for universities according to (Panday, 2014). The result of the framework for the Wood Furniture and Processing Industry Polytechnic are implementation health protocol for Covid-19, improvement of facilities dan infrastructure, creating income from teaching factory, SDM adaptation for improvement facilities and infrastructure, and quality assurance of graduates. The next step is to carry out monitoring and evaluation (MONEV) so that the implementation of framework runs according to the references and targets.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47526905","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 : 2021-11-15DOI: 10.21632/irjbs.14.2.147-157
N. Haryati, Rosita Widya Putri, Nisrina Qotrunnada, Yafi Alam Syah, Mirza Ramadhani, Bagus Cahyo Nugroho
This study examines coffee shops’ marketing mix and its impact on customer satisfaction and word of mouth (WOM). Also, analyzing customer satisfaction mediates the relationship between the marketing mix and word of mouth. This study used a quantitative approach with 100 sampling of coffee shop’s customers across Malang City. Primary data collection is done by distributing questioner containing several questions using a Likert scale to the respondents, while secondary data is obtained from literature studies. For analyzing the data, this study applied descriptive analysis and statistical analysis employed WarpPLS 7.0 software to perform the Partial Least Squares-Structural Equation Modelling (PLS-SEM) analysis. This study proves that marketing mix has a positive and significant effect on customer satisfaction, and the same relationship was found between the marketing mix and WOM. An important finding from this study is that customer satisfaction plays a mediating role between marketing mix and word of mouth.
{"title":"WOM as The Mediator of Marketing Mix to Customer Satisfaction in Covid-19 Pandemic","authors":"N. Haryati, Rosita Widya Putri, Nisrina Qotrunnada, Yafi Alam Syah, Mirza Ramadhani, Bagus Cahyo Nugroho","doi":"10.21632/irjbs.14.2.147-157","DOIUrl":"https://doi.org/10.21632/irjbs.14.2.147-157","url":null,"abstract":"This study examines coffee shops’ marketing mix and its impact on customer satisfaction and word of mouth (WOM). Also, analyzing customer satisfaction mediates the relationship between the marketing mix and word of mouth. This study used a quantitative approach with 100 sampling of coffee shop’s customers across Malang City. Primary data collection is done by distributing questioner containing several questions using a Likert scale to the respondents, while secondary data is obtained from literature studies. For analyzing the data, this study applied descriptive analysis and statistical analysis employed WarpPLS 7.0 software to perform the Partial Least Squares-Structural Equation Modelling (PLS-SEM) analysis. This study proves that marketing mix has a positive and significant effect on customer satisfaction, and the same relationship was found between the marketing mix and WOM. An important finding from this study is that customer satisfaction plays a mediating role between marketing mix and word of mouth.","PeriodicalId":31166,"journal":{"name":"International Research Journal of Business Studies","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-11-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43358455","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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