Tujuan penelitian ini adalah untuk; Untuk menganalisis pengaruh diklat, disiplin kerja, dan motivasi kerja terhadap kinerja pegawai Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa. Populasi dalam penelitian ini adalah seluruh pegawai yakni sebanyak 47 orang PNS pada BKPSDM Kabupaten Gowa. Teknik pengambilan sampel mengambil seluruh jumlah populasi untuk dijadikan sampel tanpa terkecuali, sehingga dalam penelitian ini hasilnya menunjukkan jumlah sampel sebanyak 47 orang PNS. Hasil pengujian secara parsial menunjukkan bahwa Diklat dan motivasi kerja berpengaruh positif dan signifikan terhadap kinerja pegawai pada Kantor Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa, sedangkan disiplin kerja berpengaruh tidak signifikan. Variabel motivasi kerja mempunyai pengaruh dominan dalam meningkatkan kinerja pegawai pada Kantor Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa. Selanjutnya Hasil penelitian menunjukkan bahwa Hasil pengujian secara simultan menunjukkan bahwa variabel diklat, disiplin kerja, dan motivasi kerja berpengaruh signifikan terhadap kinerja pegawai pada Kantor Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa. The purpose of this study is to analyze the effect of education and training, work discipline, and work motivation on the performance of employees in Human Resources Development Agency (BKPSDM), Gowa. The population in this study were all employees, as many as 47 civil servants in BKPSDM Gowa. Sampling technique takes the entire population to be sampled without any exception, so that in this the total samples were 47 civil servants. The results of the partial testing indicate that training and work motivation have a positive and significant effect on employee performance at Human Resources Development Agency Gowa, while work discipline has insignificant effect. Work motivation variables have a dominant influence in improving employee performance at the Human Resources Development Agency, Gowa. Furthermore The results showed that the simultaneous testing showed that the variables of training, work discipline, and work motivation have a significant effect on employee performance at Human Resources Development Agency, Gowa.
本研究的目的是;分析工作纪律、工作纪律和工作动机对Gowa县工作人员绩效和人力资源开发的影响。该研究的人口是Gowa区BKPSDM的47名公务员。抽样技术将所有的总体人口不可避免地用于样本，因此这项研究的结果显示，样本总数为47名公务员。部分测试结果表明，工作规律性和动机对Gowa县工作人员办公室的工作表现和人力资源开发产生了积极和显著的影响，而工作纪律却没有显著的影响。工作动机变量在改善人事部办事处和Gowa区的人力资源开发方面具有主导作用。随后的研究表明，测试结果同时表明，重复变量、工作纪律和工作动机对政府人事部工作人员的工作表现和Gowa地区人力资源开发有显著影响。这项研究的目的是分析教育和培训、工作流程和动机，以评估人力资源开发机构(Gowa)表现中的就业表现。这项研究的人口都是雇员，BKPSDM Gowa中有47名平民。技术样本需要全部的人口在没有任何例外的情况下被排除，所以总共有47个平民。在戈瓦人力资源开发机构(Gowa)的人力资源开发机构(Human Resources Development Agency)的工作表现上的部分测试结果是积极和重要的，而工作协议已经产生了影响。在人力资源发展机构Gowa的领导下，研究变量的工作有一种令人印象深刻的影响。此外，最新的结果表明，目前的试验表明，在人力资源开发机构Gowa的工作中，培训、工作条款和工作动机的变化对绩效表现有重大影响。
{"title":"PENGARUH PENDIDIKAN DAN PELATIHAN, DISIPLIN KERJA DAN MOTIVASI KERJA TERHADAP KINERJA PEGAWAI PADA BADAN KEPEGAWAIAN DAN PENGEMBANGAN SUMBERDAYA MANUSIA","authors":"Resya Saputra, Usman Lewangka, M. Ruslan","doi":"10.35965/JBM.V3I1.589","DOIUrl":"https://doi.org/10.35965/JBM.V3I1.589","url":null,"abstract":"Tujuan penelitian ini adalah untuk; Untuk menganalisis pengaruh diklat, disiplin kerja, dan motivasi kerja terhadap kinerja pegawai Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa. Populasi dalam penelitian ini adalah seluruh pegawai yakni sebanyak 47 orang PNS pada BKPSDM Kabupaten Gowa. Teknik pengambilan sampel mengambil seluruh jumlah populasi untuk dijadikan sampel tanpa terkecuali, sehingga dalam penelitian ini hasilnya menunjukkan jumlah sampel sebanyak 47 orang PNS. Hasil pengujian secara parsial menunjukkan bahwa Diklat dan motivasi kerja berpengaruh positif dan signifikan terhadap kinerja pegawai pada Kantor Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa, sedangkan disiplin kerja berpengaruh tidak signifikan. Variabel motivasi kerja mempunyai pengaruh dominan dalam meningkatkan kinerja pegawai pada Kantor Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa. Selanjutnya Hasil penelitian menunjukkan bahwa Hasil pengujian secara simultan menunjukkan bahwa variabel diklat, disiplin kerja, dan motivasi kerja berpengaruh signifikan terhadap kinerja pegawai pada Kantor Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Gowa.\u0000The purpose of this study is to analyze the effect of education and training, work discipline, and work motivation on the performance of employees in Human Resources Development Agency (BKPSDM), Gowa. The population in this study were all employees, as many as 47 civil servants in BKPSDM Gowa. Sampling technique takes the entire population to be sampled without any exception, so that in this the total samples were 47 civil servants. The results of the partial testing indicate that training and work motivation have a positive and significant effect on employee performance at Human Resources Development Agency Gowa, while work discipline has insignificant effect. Work motivation variables have a dominant influence in improving employee performance at the Human Resources Development Agency, Gowa. Furthermore The results showed that the simultaneous testing showed that the variables of training, work discipline, and work motivation have a significant effect on employee performance at Human Resources Development Agency, Gowa.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"835 1","pages":"42-49"},"PeriodicalIF":0.0,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90057962","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}
Muhammad Rezky Iryansyah, Sukmawati Marjuni, Seri Suriani
Penelitian ini bertujuan untuk mengkaji, menganalisis penerapan budaya tipce (trust, integrity, profesionalism, costumer service, excelent) dan komitmen dalam peningkatan kinerja karyawan pada pt. Bank mandiri (persero) tbk Cabang sidrap. Penelitian ini menggunakan metode kualitatif dengan pendekatan fenomenologi bermaksud untuk mengeksplorasi budaya tipce (trust, integrity, profesionalism, costumer service, excelent) dan komitmen dalam peningkatan kinerja karyawan dengan menggunakan teknik Indepth Interview (wawancara mendalam), dan melakukan observasi serta dokumentasi secara terus menerus selama penelitian berlangsung. Analisis data dimulai dengan analisis domain. Sebelum memasuki lapangan, analisis dilakukan terhadap data hasil studi pendahuluan atau data sekunder, yang akan digunakan untuk menentukan fokus penelitian. Analisis pada tahap berikutnya yaitu taksonomi dilakukan setelah kegiatan lapangan yang dimulai dengan mengumpulkan dan memilah-milah data untuk dikelompokkan atau diklasifikasikan. Berdasarkan hasil penelitian dan pembahasan yang telah diuraikan dalam bab sebelumnya, dapat ditarik kesimpulan bahwa nilai-nilai budaya Bank Mandiri yang seperti diuraikan diatas, muncul pertanyaan apakah nilai budaya perusahaan tersebut dapat mempengaruhi kinerja karyawan melalui kepuasan kerja yang ditimbulkannya? Berdasarkan gambaran yang telah diuraikan diatas, akan dilakukan penelitian untuk mengetahui apakah faktor nilai budaya perusahaan dapat mempengaruhi kepuasan kerja karyawan yang selanjutnya dapat mempengaruhi kinerja karyawan. This study aims to examine, analyze the implementation of the principles of TIPCE (trust, integrity, professionalism, customer service, excellent) and the commitment in improving employee performance at PT. Bank Mandiri (Persero) Tbk, Sidrap. This study uses a qualitative method with a phenomenological approach which intends to explore the TIPCE culture and the commitment to improve employee performance by using the in-depth interview technique, and making observations and documentation continuously during the research process. Data analysis begins with domain analysis. Before entering the fieldwork, analysis is carried out on data from preliminary studies or secondary data, which will be used to determine the focus of this research. The analysis in the next stage, namely taxonomy is carried out after field activities which begin with collecting and sorting data to be grouped or classified. Based on the results of this research and discussion described in the previous chapter, it can be concluded that the cultural values ??of Bank Mandiri as described above raises a question: can these corporate cultural values affect employee performance through the job satisfaction it generates? Based on the description described above, this research will be carried out to determine whether the value of corporate culture can affect employee job satisfaction which in turn can affect employee performance.
{"title":"PENERAPAN BUDAYA TIPCE (TRUST, INTEGRITY, PROFESIONALISM, COSTUMER SERVICE, EXCELENT) DAN KOMITMEN DALAM PENINGKATAN KINERJA KARYAWAN PADA PT. BANK MANDIRI (PERSERO) TBK CABANG SIDRAP","authors":"Muhammad Rezky Iryansyah, Sukmawati Marjuni, Seri Suriani","doi":"10.35965/JBM.V3I1.585","DOIUrl":"https://doi.org/10.35965/JBM.V3I1.585","url":null,"abstract":"Penelitian ini bertujuan untuk mengkaji, menganalisis penerapan budaya tipce (trust, integrity, profesionalism, costumer service, excelent) dan komitmen dalam peningkatan kinerja karyawan pada pt. Bank mandiri (persero) tbk Cabang sidrap. Penelitian ini menggunakan metode kualitatif dengan pendekatan fenomenologi bermaksud untuk mengeksplorasi budaya tipce (trust, integrity, profesionalism, costumer service, excelent) dan komitmen dalam peningkatan kinerja karyawan dengan menggunakan teknik Indepth Interview (wawancara mendalam), dan melakukan observasi serta dokumentasi secara terus menerus selama penelitian berlangsung. Analisis data dimulai dengan analisis domain. Sebelum memasuki lapangan, analisis dilakukan terhadap data hasil studi pendahuluan atau data sekunder, yang akan digunakan untuk menentukan fokus penelitian. Analisis pada tahap berikutnya yaitu taksonomi dilakukan setelah kegiatan lapangan yang dimulai dengan mengumpulkan dan memilah-milah data untuk dikelompokkan atau diklasifikasikan. Berdasarkan hasil penelitian dan pembahasan yang telah diuraikan dalam bab sebelumnya, dapat ditarik kesimpulan bahwa nilai-nilai budaya Bank Mandiri yang seperti diuraikan diatas, muncul pertanyaan apakah nilai budaya perusahaan tersebut dapat mempengaruhi kinerja karyawan melalui kepuasan kerja yang ditimbulkannya? Berdasarkan gambaran yang telah diuraikan diatas, akan dilakukan penelitian untuk mengetahui apakah faktor nilai budaya perusahaan dapat mempengaruhi kepuasan kerja karyawan yang selanjutnya dapat mempengaruhi kinerja karyawan.\u0000This study aims to examine, analyze the implementation of the principles of TIPCE (trust, integrity, professionalism, customer service, excellent) and the commitment in improving employee performance at PT. Bank Mandiri (Persero) Tbk, Sidrap. This study uses a qualitative method with a phenomenological approach which intends to explore the TIPCE culture and the commitment to improve employee performance by using the in-depth interview technique, and making observations and documentation continuously during the research process. Data analysis begins with domain analysis. Before entering the fieldwork, analysis is carried out on data from preliminary studies or secondary data, which will be used to determine the focus of this research. The analysis in the next stage, namely taxonomy is carried out after field activities which begin with collecting and sorting data to be grouped or classified. Based on the results of this research and discussion described in the previous chapter, it can be concluded that the cultural values ??of Bank Mandiri as described above raises a question: can these corporate cultural values affect employee performance through the job satisfaction it generates? Based on the description described above, this research will be carried out to determine whether the value of corporate culture can affect employee job satisfaction which in turn can affect employee performance.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"82 1","pages":"34-41"},"PeriodicalIF":0.0,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75163843","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}
Tujuan penelitian ini untuk mengetahui pengaruh gaya kepemimpinan transformasional, budaya kerja, komitmen terhadap kepuasan kerja anggota Polri. Penelitian ini adalah penelitian kuantitatif dengan metode analisis regresi linear berganda. Sampel diambil dengan teknik “cluster sampling” sebanyak lima puluh empat orang dari populasi sebanyak seratus sembilan belas orang. Dari hasil analisis membuktikan bahwa ada pengaruh signifikan antara gaya kepemimpinan transformasional terhadap kepuasan kerja artinya pimpinan Bidpropam Polda Sulsel telah menciptakan suasana kerja yang demokratis dan berlaku sebagai model dan motivator yang diharapkan anggotanya, demikian pula budaya kerja terhadap kepuasan kerja artinya anggota Polri Bidpropam Polda Sulsel sudah menanamkan nilai-nilai Tribrata dan Catur Prasetya sebagai pedoman dan falsafah hidup dalam setiap pelaksanaan tugas, dan komitmen terhadap kepuasan kerja artinya anggota Polri sudah menunjukkan kebanggaan dan kesetiaan kepada organisasi. The research objective was to test the effect of transformational leadership, job culture, and commitment on work satisfaction of police officers. This study uses a quantitative approach with multiple regression analysis methods. The samples taken by “cluster sampling” technique were fifty four people out of one hundred and nineteen people. The analysis proves that there is a significant effect of transformational leadership on work satisfaction which means that police chief at the Work Unit in the Profession and Security Sector of the South Sulawesi Regional Police has created a democtratic work atmosphere and acted as a role model and motivator as expected by its members, and also effect of job culture on work satisfaction which means that members of the Police at the Work Unit in the Profession and Security Sector of the South Sulawesi Regional Police already have implemented tribrata and catur prasetya values as a guide and philosophy of life in every task implementation, and commitment on work satisfaction which means that members of the police have shown pride and loyalty to the organization.
本研究的目的是了解变革领导风格、工作文化、对波利成员工作满意度的承诺的影响。本研究是一种具有线性多元回归分析方法的定量研究。样本是通过“抽样集”技术从100个19个人口中提取的54个样本。分析表明，转型领导方式与工作满意度的显著影响意味着，Bidpropam Polda Sulsel领导创造了一种民主的工作氛围，并作为其成员所希望的模式和激励因素发挥了作用。同样，工作与工作满意度的文化意味着波尔里比德普罗帕姆的成员已经将Tribrata和Prasetya的价值观灌输给每一项任务中生活的指导和哲学，而对工作满意度的承诺意味着波尔里成员已经表现出对组织的自重和忠诚。研究对象是测试警察办公室变革性领导、就业文化和满意度工作的影响。这个研究是一种量宽分析方法的评估。样本组采用的技术是150人，19人。分析proves that is a有浓厚效应》transformational leadership satisfaction工作上,这意味着那个警察局长at The Profession与安全部门的工作单位》《南苏拉威西地区警察已经创造了a democtratic大气层和工作表现得美国角色模型和美国its members偏一点动力,还和效应的工作文化上工作satisfaction,这意味着这members of the Police at the Profession与安全部门》工作单位在南苏拉威西地区警察已经有implemented tribrata和美国价值观的象棋prasetya a guide》在每一个任务implementation,哲学和commitment satisfaction工作上,这意味着那members of the Police have展示骄傲和忠诚组织》。
{"title":"PENGARUH GAYA KEPEMIMPINAN TRANSFORMASIONAL, BUDAYA KERJA DAN KOMITMEN TERHADAP KEPUASAN KERJA ANGGOTA POLRI BIDPROPAM POLDA SULAWESI SELATAN","authors":"Sri Wahyuni Jaspin, M. Ruslan, Muhtar Sapiri","doi":"10.35965/JBM.V3I1.588","DOIUrl":"https://doi.org/10.35965/JBM.V3I1.588","url":null,"abstract":"Tujuan penelitian ini untuk mengetahui pengaruh gaya kepemimpinan transformasional, budaya kerja, komitmen terhadap kepuasan kerja anggota Polri. Penelitian ini adalah penelitian kuantitatif dengan metode analisis regresi linear berganda. Sampel diambil dengan teknik “cluster sampling” sebanyak lima puluh empat orang dari populasi sebanyak seratus sembilan belas orang. Dari hasil analisis membuktikan bahwa ada pengaruh signifikan antara gaya kepemimpinan transformasional terhadap kepuasan kerja artinya pimpinan Bidpropam Polda Sulsel telah menciptakan suasana kerja yang demokratis dan berlaku sebagai model dan motivator yang diharapkan anggotanya, demikian pula budaya kerja terhadap kepuasan kerja artinya anggota Polri Bidpropam Polda Sulsel sudah menanamkan nilai-nilai Tribrata dan Catur Prasetya sebagai pedoman dan falsafah hidup dalam setiap pelaksanaan tugas, dan komitmen terhadap kepuasan kerja artinya anggota Polri sudah menunjukkan kebanggaan dan kesetiaan kepada organisasi.\u0000The research objective was to test the effect of transformational leadership, job culture, and commitment on work satisfaction of police officers. This study uses a quantitative approach with multiple regression analysis methods. The samples taken by “cluster sampling” technique were fifty four people out of one hundred and nineteen people. The analysis proves that there is a significant effect of transformational leadership on work satisfaction which means that police chief at the Work Unit in the Profession and Security Sector of the South Sulawesi Regional Police has created a democtratic work atmosphere and acted as a role model and motivator as expected by its members, and also effect of job culture on work satisfaction which means that members of the Police at the Work Unit in the Profession and Security Sector of the South Sulawesi Regional Police already have implemented tribrata and catur prasetya values as a guide and philosophy of life in every task implementation, and commitment on work satisfaction which means that members of the police have shown pride and loyalty to the organization.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"37 1","pages":"58-65"},"PeriodicalIF":0.0,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91086678","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}
Persaingan bisnis semakin ketat mengakibatkan banyak perusahaan harus mampu mengetahui dan memenuhi keinginan atau kebutuhan para pelanggan dengan tepat. Tingkat persaingan yang begitu ketat mengakibatkan banyak perusahaan tidak lagi memfokuskan aktifitas pemasaran semata-semata pada pencarian pembeli/pelanggan baru, namun sudah pada bagaimana mempertahankan serta meningkatkan kesetiaan pelanggan. strategi yang mampu menjembatani antara pelanggan dan perusahaan terutama dalam hal kepuasan dan loyalitas adalah dengan menerapkan konsep yang disebut dengan Customer Relationship Management (CRM). Penelitian ini bertujuan untuk mengetahui pengaruhnya CRM baik terhadap kepuasan maupun loyalitas secara parsial serta mengetahui pengaruhnya CRM secara tidak langsung terhadap loyalitas melalui kepuasan pelanggan sebagai variable intervening dengan penarikan sampel sebanyak 60 orang atau pelanggan. Berdasarkan hasil pengujian koefisien determinasi diketahui adanya pengaruh CRM terhadap kepuasan pelanggan sebesar 20,5% dan 79,5% sisanya di pengaruhi variable lain yang tidak diangkat dalam penelitian ini. Sedangkan hasli pengujian koefisien determinasi pada persamaan regresi ke dua bahwa variable CRM dan kepuasan pelanggan mempengaruhi tingkat loyalitas pelanggan sebesar 44,8% dan sisanya 55,2% dipengaruhi oleh variable lain yang tidak diangkat dalam penelitian ini. Namun hasil pengujian variable intervening menunjukkan bahwa kepuasan pelanggan tidak menjadi variable intervening diantara CRM dan loyalitas pelanggan. Business competition is getting tighter, so that many companies must be able to know and fulfill the wants or needs of their customers precisely. The level of competition is so tight that many companies no longer focus their marketing activities solely on finding new buyers / customers, but on how to maintain and increase customer loyalty. The strategy that is able to bridge between customers and companies, especially in terms of satisfaction and loyalty, is to apply a concept called Customer Relationship Management (CRM). This study aims to determine the effect of CRM both on satisfaction and loyalty partially and to know the indirect effect of CRM on loyalty through customer satisfaction as an intervening variable by drawing a sample of 60 people or customers. Based on the results of testing the coefficient of determination, it is known that the effect of CRM on customer satisfaction is 20.5% and the remaining 79.5% is influenced by other variables which are not addressed in this study. While the test results of the coefficient of determination in the second regression equation show that the CRM variable and customer satisfaction affect the level of customer loyalty by 44.8% and the remaining 55.2% is influenced by other variables which are not raised in this study. However, the results of testing the intervening variable show that customer satisfaction is not an intervening variable between CRM and customer loyalt.
{"title":"PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA PT PELABUHAN INDONESIA IV (Persero) CABANG AMBON","authors":"Thasya Safira, M. Saleh, Hasanuddin Remmang","doi":"10.35965/JBM.V3I1.593","DOIUrl":"https://doi.org/10.35965/JBM.V3I1.593","url":null,"abstract":"Persaingan bisnis semakin ketat mengakibatkan banyak perusahaan harus mampu mengetahui dan memenuhi keinginan atau kebutuhan para pelanggan dengan tepat. Tingkat persaingan yang begitu ketat mengakibatkan banyak perusahaan tidak lagi memfokuskan aktifitas pemasaran semata-semata pada pencarian pembeli/pelanggan baru, namun sudah pada bagaimana mempertahankan serta meningkatkan kesetiaan pelanggan. strategi yang mampu menjembatani antara pelanggan dan perusahaan terutama dalam hal kepuasan dan loyalitas adalah dengan menerapkan konsep yang disebut dengan Customer Relationship Management (CRM). Penelitian ini bertujuan untuk mengetahui pengaruhnya CRM baik terhadap kepuasan maupun loyalitas secara parsial serta mengetahui pengaruhnya CRM secara tidak langsung terhadap loyalitas melalui kepuasan pelanggan sebagai variable intervening dengan penarikan sampel sebanyak 60 orang atau pelanggan. Berdasarkan hasil pengujian koefisien determinasi diketahui adanya pengaruh CRM terhadap kepuasan pelanggan sebesar 20,5% dan 79,5% sisanya di pengaruhi variable lain yang tidak diangkat dalam penelitian ini. Sedangkan hasli pengujian koefisien determinasi pada persamaan regresi ke dua bahwa variable CRM dan kepuasan pelanggan mempengaruhi tingkat loyalitas pelanggan sebesar 44,8% dan sisanya 55,2% dipengaruhi oleh variable lain yang tidak diangkat dalam penelitian ini. Namun hasil pengujian variable intervening menunjukkan bahwa kepuasan pelanggan tidak menjadi variable intervening diantara CRM dan loyalitas pelanggan.\u0000Business competition is getting tighter, so that many companies must be able to know and fulfill the wants or needs of their customers precisely. The level of competition is so tight that many companies no longer focus their marketing activities solely on finding new buyers / customers, but on how to maintain and increase customer loyalty. The strategy that is able to bridge between customers and companies, especially in terms of satisfaction and loyalty, is to apply a concept called Customer Relationship Management (CRM). This study aims to determine the effect of CRM both on satisfaction and loyalty partially and to know the indirect effect of CRM on loyalty through customer satisfaction as an intervening variable by drawing a sample of 60 people or customers. Based on the results of testing the coefficient of determination, it is known that the effect of CRM on customer satisfaction is 20.5% and the remaining 79.5% is influenced by other variables which are not addressed in this study. While the test results of the coefficient of determination in the second regression equation show that the CRM variable and customer satisfaction affect the level of customer loyalty by 44.8% and the remaining 55.2% is influenced by other variables which are not raised in this study. However, the results of testing the intervening variable show that customer satisfaction is not an intervening variable between CRM and customer loyalt.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"36 1","pages":"66-70"},"PeriodicalIF":0.0,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73740555","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 : 2021-03-01DOI: 10.6347/JBM.202103_27(1).0002
Robert Moussetis, T. Cavenagh
Purpose-This study is to trigger an integration of strategic, legal, and accounting issues relating to the formation and operation of social enterprises. It provides a conceptual model to facilitate debate, research, and practical approaches to aspiring social entrepreneurs. Design/Methodology/Approach-The study utilizes a secondary research method. It reviews literature from classical business and entrepreneurship to law and accounting journals and overcomes the complexity of topics to create a holistic approach to social entrepreneurs' challenges and opportunities. Findings-It provides a vantage point of the distinctive nature of social entrepreneurs and entrepreneurial motivations. It explores the advantages of legal and accounting challenges in forming a Low-Profit Limited Liability Company (L3C). In particular, it delineates the intricacies between an L3C, a limited liability company (LLC), and not-for-profits. Finally, it offers a conceptual model for further research and a set of practical implications. Research limitations/implications-It invites investigation of the strategic formation of social enterprises. Specifically, exploring the external environment in conjunction with strategic behavior, capabilities, law, and accounting challenges. It provides a conceptual model for further investigation of the significant dynamics of social enterprises. Practical implications-The creation of the conceptual model provides a guiding start for research, debate, and practical guidelines for aspiring entrepreneurs by integrating strategic, legal, and accounting challenges and opportunities. Social implications-The proliferation of social enterprises provides solutions to social challenges while entrepreneurs generate profit. It provides a dimension to a socially conscious person to engage in enterprises. Finally, it may provide a new paradigm for new capitalism that deliberately combines social and financial benefits. Originality/Value-This study develops a conceptual model to explain the complexity and dynamics of social entrepreneurship and provide exposure to social enterprises' legal and accounting challenges and opportunities.
{"title":"Strategic, Legal, and Accounting Challenges for Social Enterprises","authors":"Robert Moussetis, T. Cavenagh","doi":"10.6347/JBM.202103_27(1).0002","DOIUrl":"https://doi.org/10.6347/JBM.202103_27(1).0002","url":null,"abstract":"Purpose-This study is to trigger an integration of strategic, legal, and accounting issues relating to the formation and operation of social enterprises. It provides a conceptual model to facilitate debate, research, and practical approaches to aspiring social entrepreneurs. Design/Methodology/Approach-The study utilizes a secondary research method. It reviews literature from classical business and entrepreneurship to law and accounting journals and overcomes the complexity of topics to create a holistic approach to social entrepreneurs' challenges and opportunities. Findings-It provides a vantage point of the distinctive nature of social entrepreneurs and entrepreneurial motivations. It explores the advantages of legal and accounting challenges in forming a Low-Profit Limited Liability Company (L3C). In particular, it delineates the intricacies between an L3C, a limited liability company (LLC), and not-for-profits. Finally, it offers a conceptual model for further research and a set of practical implications. Research limitations/implications-It invites investigation of the strategic formation of social enterprises. Specifically, exploring the external environment in conjunction with strategic behavior, capabilities, law, and accounting challenges. It provides a conceptual model for further investigation of the significant dynamics of social enterprises. Practical implications-The creation of the conceptual model provides a guiding start for research, debate, and practical guidelines for aspiring entrepreneurs by integrating strategic, legal, and accounting challenges and opportunities. Social implications-The proliferation of social enterprises provides solutions to social challenges while entrepreneurs generate profit. It provides a dimension to a socially conscious person to engage in enterprises. Finally, it may provide a new paradigm for new capitalism that deliberately combines social and financial benefits. Originality/Value-This study develops a conceptual model to explain the complexity and dynamics of social entrepreneurship and provide exposure to social enterprises' legal and accounting challenges and opportunities.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"1 1","pages":"23-52"},"PeriodicalIF":0.0,"publicationDate":"2021-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79843519","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}
Purpose-The management of inner feeling and knowledge becomes the key for an organization to transform with success. Universiti Malaysia Sarawak (UNIMAS) had created history as the first public institution of higher education in Malaysia to implement Digital Identification System (DIS) for its students and staff in 2017. Hence, it is vital to identify the factors influencing the students' readiness attitude upon the implementation of DIS in UNIMAS. This study aims to investigate the relationship between emotional intelligence and knowledge management in influencing attitude toward change. Method-The study's data collected 396 samples using an online survey method, and the data were analyzed with SPSS statistical software. Findings-The study results reveal that emotional intelligence and knowledge management have significant relationships with attitude toward change. Knowledge management is the most significant factor influencing UNIMAS students' attitude toward change compared to emotional intelligence. Limitations-This study was conducted in UNIMAS, Sarawak. The variety and quantity of the study sample are not diverse. The respondents of this study are limited to the students of UNIMAS, Kuching, Sarawak. Implications-The information in this study could contribute to the issues of attitude to change. The finding of this research provides a base and framework of emotional intelligence (EI) and knowledge management (KM) on attitude toward change. Besides, this study contributes to educators, lecturers, and other education-related staff that knowledge management is the key to implementing changes around the education premises. Originality-There is limited research involving university students as respondents regarding how emotional intelligence and knowledge management influence the attitude toward change. This study is the first to fill this gap.
{"title":"The Influence of Emotional Intelligence and Knowledge Management on Student Attitude toward Implementation of Digital Identification System","authors":"Hui Shein Wong, Sieng Ching Hii, RahmatAidil Djubair","doi":"10.6347/JBM.202103_27(1).0004","DOIUrl":"https://doi.org/10.6347/JBM.202103_27(1).0004","url":null,"abstract":"Purpose-The management of inner feeling and knowledge becomes the key for an organization to transform with success. Universiti Malaysia Sarawak (UNIMAS) had created history as the first public institution of higher education in Malaysia to implement Digital Identification System (DIS) for its students and staff in 2017. Hence, it is vital to identify the factors influencing the students' readiness attitude upon the implementation of DIS in UNIMAS. This study aims to investigate the relationship between emotional intelligence and knowledge management in influencing attitude toward change. Method-The study's data collected 396 samples using an online survey method, and the data were analyzed with SPSS statistical software. Findings-The study results reveal that emotional intelligence and knowledge management have significant relationships with attitude toward change. Knowledge management is the most significant factor influencing UNIMAS students' attitude toward change compared to emotional intelligence. Limitations-This study was conducted in UNIMAS, Sarawak. The variety and quantity of the study sample are not diverse. The respondents of this study are limited to the students of UNIMAS, Kuching, Sarawak. Implications-The information in this study could contribute to the issues of attitude to change. The finding of this research provides a base and framework of emotional intelligence (EI) and knowledge management (KM) on attitude toward change. Besides, this study contributes to educators, lecturers, and other education-related staff that knowledge management is the key to implementing changes around the education premises. Originality-There is limited research involving university students as respondents regarding how emotional intelligence and knowledge management influence the attitude toward change. This study is the first to fill this gap.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"76 1","pages":"79-104"},"PeriodicalIF":0.0,"publicationDate":"2021-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76434120","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 : 2021-03-01DOI: 10.6347/JBM.202103_27(1).0003
Cameron Sumlin, Christie Hough, K. Green
Purpose-This research aims to identify the direct and indirect effects on organizational performance from the ethics environment, organizational commitment, and job satisfaction. Method-Research findings are based on the analysis of 250 participants within numerous organizations using partial-least-squares structural equation modeling (PLS/SEM). Findings-The ethics environment, organizational commitment, and job satisfaction are positively linked to organizational performance. The ethics environment positively impacts organizational commitment and job satisfaction, which both lead to increased organizational performance. The combined impact of the ethics environment, organizational commitment, and job satisfaction on organizational performance is assessed for the first time. Limitation-This study's generalizability is limited due to the sample consisting only of full-time workers in the United States. Implications-This study recommends managers take the necessary actions to improve organizational performance by building the foundation for implementing an ethics environment. The ethics environment can improve employees' organizational commitment and job satisfaction, which positively affects organizational performance. Originality-This empirical research is the first to connect the ethics environment to organizational performance through organizational commitment and job satisfaction.
{"title":"The Impact of Ethics Environment, Organizational Commitment, and Job Satisfaction on Organizational Performance","authors":"Cameron Sumlin, Christie Hough, K. Green","doi":"10.6347/JBM.202103_27(1).0003","DOIUrl":"https://doi.org/10.6347/JBM.202103_27(1).0003","url":null,"abstract":"Purpose-This research aims to identify the direct and indirect effects on organizational performance from the ethics environment, organizational commitment, and job satisfaction. Method-Research findings are based on the analysis of 250 participants within numerous organizations using partial-least-squares structural equation modeling (PLS/SEM). Findings-The ethics environment, organizational commitment, and job satisfaction are positively linked to organizational performance. The ethics environment positively impacts organizational commitment and job satisfaction, which both lead to increased organizational performance. The combined impact of the ethics environment, organizational commitment, and job satisfaction on organizational performance is assessed for the first time. Limitation-This study's generalizability is limited due to the sample consisting only of full-time workers in the United States. Implications-This study recommends managers take the necessary actions to improve organizational performance by building the foundation for implementing an ethics environment. The ethics environment can improve employees' organizational commitment and job satisfaction, which positively affects organizational performance. Originality-This empirical research is the first to connect the ethics environment to organizational performance through organizational commitment and job satisfaction.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"92 1","pages":"53-78"},"PeriodicalIF":0.0,"publicationDate":"2021-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80476307","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}
This research that by estimating the companies of the technical efficiency (TE) and the results of the data mining methodology (DMM), explaining find company efficiency and the companies characteristics. First, we will apply a Data Envelopment Analysis (DEA) analysis model to assess Taiwan companies' operational efficiency. Then, we will use a big data model to identify critical factors for a sustainability transition. (1) In this study, we found that a total of four companies—Hon hai, Ares, Yulon, and Micro-stra—successfully transformed steps (TE = 1). (2) According to the results of the above DMM model. Thus, were the companies able to make good on the promise of AI. We demonstrated the need for more AI talent to transform their steps and increase RD spending successfully. Due to reduced labor costs, the EFA was reduced, and NBR and EPS increased significantly after the transition. So, these critical factors will help the enterprise to transfer its AI industry operation type successfully. Further, we discover that AI can be applicable to save employment and increase its short-term profit.
{"title":"Assessing the Operational Performance of the Transformation AI Industry in Taiwan - Critical Factors for the Transition","authors":"Tsung-chun Chen, Fu-Hsiang Kuo","doi":"10.12691/JBMS-9-1-6","DOIUrl":"https://doi.org/10.12691/JBMS-9-1-6","url":null,"abstract":"This research that by estimating the companies of the technical efficiency (TE) and the results of the data mining methodology (DMM), explaining find company efficiency and the companies characteristics. First, we will apply a Data Envelopment Analysis (DEA) analysis model to assess Taiwan companies' operational efficiency. Then, we will use a big data model to identify critical factors for a sustainability transition. (1) In this study, we found that a total of four companies—Hon hai, Ares, Yulon, and Micro-stra—successfully transformed steps (TE = 1). (2) According to the results of the above DMM model. Thus, were the companies able to make good on the promise of AI. We demonstrated the need for more AI talent to transform their steps and increase RD spending successfully. Due to reduced labor costs, the EFA was reduced, and NBR and EPS increased significantly after the transition. So, these critical factors will help the enterprise to transfer its AI industry operation type successfully. Further, we discover that AI can be applicable to save employment and increase its short-term profit.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"13 1","pages":"50-57"},"PeriodicalIF":0.0,"publicationDate":"2021-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73224235","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}
Gaetano Matonti, G. Iuliano, F. Palazzi, J. Tucker
The research expands the earnings management (EM) literature for Italian unlisted firms by investigating the drivers of both accrual-based (AEM) and real activity-based (REM) earnings management. According to prior literature, the reliability of financial statements of these firms concerns mainly lenders in assessing borrower creditworthiness, and Tax Offices in calculating corporate tax. We analyse unlisted firms as they represent 99.9% of Italian firms, consistent with most European countries. We estimate models using factors drawn from the literature which potentially influences both AEM and REM, along with some robustness tests. For AEM, ownership concentration is a positive driver, consistent with the entrenchment hypothesis, and firm leverage is a positive driver, suggesting the use of debt covenant violation avoidance strategies. Quality auditor engagement tends to constrain AEM, while size has a negative impact. However, tax drives AEM and profitability has a positive impact. For REM, ownership concentration has no impact, and leverage has a positive impact. The engagement of Big 4 constrains REM. Our expectations are confirmed when the total earnings management variable is used as the dependent. Key words: Earnings management, accrual-based earnings management, real activity-based earnings management, determinants, unlisted firms, Italy.
{"title":"Earnings management techniques in the context of Italian unlisted firms","authors":"Gaetano Matonti, G. Iuliano, F. Palazzi, J. Tucker","doi":"10.5897/AJBM2021.9199","DOIUrl":"https://doi.org/10.5897/AJBM2021.9199","url":null,"abstract":"The research expands the earnings management (EM) literature for Italian unlisted firms by investigating the drivers of both accrual-based (AEM) and real activity-based (REM) earnings management. According to prior literature, the reliability of financial statements of these firms concerns mainly lenders in assessing borrower creditworthiness, and Tax Offices in calculating corporate tax. We analyse unlisted firms as they represent 99.9% of Italian firms, consistent with most European countries. We estimate models using factors drawn from the literature which potentially influences both AEM and REM, along with some robustness tests. For AEM, ownership concentration is a positive driver, consistent with the entrenchment hypothesis, and firm leverage is a positive driver, suggesting the use of debt covenant violation avoidance strategies. Quality auditor engagement tends to constrain AEM, while size has a negative impact. However, tax drives AEM and profitability has a positive impact. For REM, ownership concentration has no impact, and leverage has a positive impact. The engagement of Big 4 constrains REM. Our expectations are confirmed when the total earnings management variable is used as the dependent. \u0000 \u0000 \u0000 \u0000 Key words: Earnings management, accrual-based earnings management, real activity-based earnings management, determinants, unlisted firms, Italy.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"28 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79080873","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}
The capacity of higher education institutions (HEIs) to serve as drivers to economic competitiveness has been negatively impacted due to the exponential growth and numerous constraints which interfere with their quality. In Kenya, HEIs, in their attempt to cater for the 28% increase in number of students, 6% government capitation cut and 14.3% of the 28 weeks, academic year time waste between 2014 and 2015, have encountered many challenges caused by overcrowding, crumbling infrastructure, inadequate human capital with 1:500 lecturers to student ratio and financial resources and declining quality of the professional courses on offer. They have raised concerns about the quality of public university education. The aim of this study is to analyze the effect of organization culture on the relationship between Quality Management System (QMS) adoption and organization performance of public universities in Kenya. The study was guided by structural contingency theory and equity theory; using a census survey with a Bureau of Standards. The study results revealed organization culture (β=0.492 p=0.030) moderated the relationship significantly implying the interactive effect of organization culture improved organization Performance by 0.7% (Δ R2 .007p=0.030). The study concluded that organization culture increases the effect of QMS adoption on organizational performance. response at 94.41% on a population 215 top management personnel of 11 public universities certified by the Kenya Key words: Quality Management System (QMS), Universities, organizational culture, performance.
{"title":"Moderating effect of organization culture on the relationship between quality management system adoption and performance of public universities in Kenya","authors":"D. Gulali","doi":"10.5897/AJBM2019.8763","DOIUrl":"https://doi.org/10.5897/AJBM2019.8763","url":null,"abstract":"The capacity of higher education institutions (HEIs) to serve as drivers to economic competitiveness has been negatively impacted due to the exponential growth and numerous constraints which interfere with their quality. In Kenya, HEIs, in their attempt to cater for the 28% increase in number of students, 6% government capitation cut and 14.3% of the 28 weeks, academic year time waste between 2014 and 2015, have encountered many challenges caused by overcrowding, crumbling infrastructure, inadequate human capital with 1:500 lecturers to student ratio and financial resources and declining quality of the professional courses on offer. They have raised concerns about the quality of public university education. The aim of this study is to analyze the effect of organization culture on the relationship between Quality Management System (QMS) adoption and organization performance of public universities in Kenya. The study was guided by structural contingency theory and equity theory; using a census survey with a Bureau of Standards. The study results revealed organization culture (β=0.492 p=0.030) moderated the relationship significantly implying the interactive effect of organization culture improved organization Performance by 0.7% (Δ R2 .007p=0.030). The study concluded that organization culture increases the effect of QMS adoption on organizational performance. response at 94.41% on a population 215 top management personnel of 11 public universities certified by the Kenya \u0000 \u0000 \u0000 \u0000 Key words: Quality Management System (QMS), Universities, organizational culture, performance.","PeriodicalId":7666,"journal":{"name":"African Journal of Business Management","volume":"48 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-02-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78693895","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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