JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). <div> </div> <div><strong>Based on Decree No. 28 / E / KPT / 2019 concerning the Ranking of Scientific Journal Accreditation Period V in 2019 by the Director General of Research and Development of the Ministry of Research, Technology and Higher Education. JMBI UNSRAT has been accredited by SINTA 5. This accreditation is valid for 5 years (2018 - 2022). And has been in Re-Accreditation and based on SK No. 36 / E / KPT / 2019 starting from Vol. 6 number 2 from 2019 onwards (2022) becomes SINTA 4.</strong></div> <div><strong> </strong></div> <div> </div> en-US (Joy Elly Tulung) (JMBI) Tue, 13 Feb 2024 08:56:14 +0800 OJS 60 ANALISIS PENERAPAN PRINSIP GOOD GOVERNANCE PADA PELAYANAN PUBLIK DI BADAN KESATUAN BANGSA DAN POLITIK KABUPATEN BULELENG <p style="font-weight: 400;"><strong><em>Abstract. </em></strong><em>This research aims to analyze the application of good governance principles and develop development strategies to increase the implementation of good governance in public services at the National Unity and Political Agency of Buleleng Regency. The research location is the National Unity and Politics Agency of Buleleng Regency. The subjects in this research were 60 mass organizations. The object of this research is the principles of good governance, public services, National Unity and Politics. The sample in the research used census techniques, namely: 60 officially registered mass organizations and all of them were used as research respondents and 4 elements of public service management. The data collection technique uses questionnaires and interviews which are filled in via Google Form. Data analysis techniques use descriptive analysis and SWOT. The research results show the factors that influence the implementation of good governance: human resources have carried out their duties well, but attention needs to be paid to the attitude of human resources in serving the community and needs to be improved. Community participation has been good in every activity, and the desire to participate and convey aspirations has not been closed</em></p> <p style="font-weight: 400;"><em>&nbsp;</em></p> <p style="font-weight: 400;"><strong>Abstrak </strong>Penelitian ini bertujuan untuk menganalisis penerapan prinsip <em>good governance</em> serta menyusun strategi pengembangan untuk peningkatan penerapan <em>good governance</em> pada pelayanan publik di Badan Kesatuan Bangsa dan Politik Kabupaten Buleleng. Lokasi penelitian yaitu Badan Kesatuan Bangsa dan Politik Kabupaten Buleleng. Subjek dalam penelitian ini 60 ormas. Objek penelitian ini prinsip <em>good governance</em>, pelayanan publik, Badan Kesatuan Bangsa dan Politik. Sampel pada penelitian menggunakan teknik sensus yaitu: 60 ormas yang resmi terdaftar dan seluruhnya dijadikan responden penelitian dan 4 unsur pengelola pelayanan publik. Teknik pengambilan data menggunakan metode kuisioner dan wawancara yang diisi melalui <em>Google Form</em>. Teknik analisis data menggunakan analisis deskriptif dan SWOT. Hasil penelitan menunjukkan dari faktor yang mempengaruhi pelaksanaan <em>good governance</em>: sumber daya manusia sudah melaksanakan tugas dengan baik namun perlu di perhatikan sikap sumber daya manusia dalam melayani masyarakat serta perlu ditingkatkan. Partisipasi masyarakat sudah baik dalam setiap kegiatan, serta tidak menutup keinginan berpartisipasi, menyampaikan aspirasi.</p> Komang Kappa Tri Aryandono, Komang Krisna Heryanda, Ni Luh Wayan Sayang Telagawathi Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PENGARUH ORGANIZATION COMMITMENT TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR DENGAN PERSON-ORGANIZATION FIT SEBAGAI MODERATOR PADA KARYAWAN OAKWOOD HOTEL & RESIDENCES SURABAYA <p><em>This study aims to determine the effect of organizational commitment on organizational citizenship behavior with person-organization fit as a moderator for Oakwood Hotel &amp; Residences Surabaya employees. This research will see the extent to which the role of perceived organizational support, employee development, and organization commitment in influencing organizational citizenship behavior of Oakwood Hotel &amp; Residences Surabaya employees. This research uses a quantitative approach using Structural Equation Modeling-Partial Least Square (SEM-PLS) analysis using SmartPLS software with a sample size of 11</em><em>5</em><em> respondents. This study shows the results that perceived organizational support, employee development, and organization commitment have a positive and significant effect on organizational citizenship behavior and person-organization fit moderate the relationship between organization commitment and organizational citizenship behavior.</em></p> Emi Ecinsia, J.L. Eko Nugroho, M.E. Lanny Kusuma Widjaja Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PENGARUH TRAINING AND DEVELOPMENT, SERVANT LEADERSHIP, DAN REWARD TERHADAP EMPLOYEE RETENTION DI MEDIASI OLEH EMPLOYEE ENGAGEMENT PADA RESTORAN DI KOTA BATAM <p><em>This research aims to analyze the influence of training and development, servant leadership, and rewards on employee retention, mediated by employee engagement in restaurants in Batam City. In obtaining data, this research used a random sampling method and questionnaires were distributed to 381 respondents in restaurants in Batam City. In analyzing the research data, the SPSS application was used for multiple linear regression analysis and Smart-PLS was used to analyze the relationship data between dependent and independent variables to process the data that had been distributed. The results of this research show that the servant leadership and reward variables have a direct effect on employee retention which is mediated by employee engagement, while the training and development variables do not have a direct effect on employee retention or are mediated by employee engagement.</em></p> Alden Nelson, Julius Kurnaedi Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PENGARUH WORK-LIFE BALANCE TERHADAP KINERJA KARYAWAN PADA PT ASURANSI JIWA MANULIFE INDONESIA DI SURABAYA <p><em>This study analyzes the influence of work-life balance, job satisfaction, work motivation, and organizational commitment on employee performance at PT Asuransi Jiwa Manulife Indonesia in Surabaya. This research uses the quantitative method using Structural Equation Modeling-Partial Least Square </em>(SEM-PLS) <em>with the assistance of the SmartPLS 3 software. The data used in this research is primary data that was collected through questionnaires which was distribute to all employees working at PT Asuransi Jiwa Manulife Indonesia via google form. The sample in this research is 117 employees working at PT Asuransi Jiwa Manulife Indonesia that lives in Surabaya. This study shows that work-life balance, job satisfaction, work motivation, and organizational commitment have a positive and significant effect on employee performance.</em></p> <p><strong><em>Keywords:</em></strong><em> Work-life Balance, Job Satisfaction, Work Motivation, Organizational Commitment, Employee Performance</em></p> Davin Eldon, J.L. Eko Nugroho, M.E. Lanny Kusuma Widjaja Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 THE IMPORTANT ROLE OF ENTREPRENEURSHIP EDUCATION IN ENCOURAGING INTENTION TO INNOVATE (CASE STUDY ON STUDENT BUSINESS PROJECT) <p>One way to improve the Indonesian economy is to increase the number of entrepreneurs so that the number of businesses running is also increasing. But along with the increasing number of businesses in Indonesia, innovation is needed so that these businesses can survive in the market. This study aims to determine the relationship between personality traits and entrepreneurial learning that has been obtained on the intention or intention to innovate on the business project being run. The study sample size was 168 respondents. Researchers use Smart-PLS 4.0 software in data processing. The results of the study found that entrepreneurial education and personality traits have a significant impact on innovation intention. Personality traits will increase the influence of entrepreneurial education on innovation intention. This research is expected to be the basis for future research on innovation intention considering the lack of research that discusses it.</p> Velanska Dixie Namira, Auditia Setiobudi Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PENERAPAN METODE FUZZY SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS UNTUK PENGUKURAN KEPUASAN MAHASISWA TERHADAP KUALITAS LAYANAN PORTAL INSPIRE UNSRAT <p><strong><em>Abstract</em></strong></p> <p><em>The purpose of this research is to measure student satisfaction with the information provided by the Unsrat Inspire portal service using fuzzy servqual and Importance Performance Analysis (IPA) methods by conducting surveys through questionnaires. The stages of this research are starting from studying existing literature to become the basis for taking questionnaires, processing data to drawing conclusions.</em></p> <p><em>From the results of the study, it was found that all statement attributes gave negative values, although not too large, which meant that students were still not satisfied with the inspire portal service. It can be seen from the table that the top five that get the biggest negative value are the security of student data on the Unsrat Inspire Portal (-0.57), the accuracy of announcement information on the Unsrat Inspire Portal (-0.57), making it easier for students to find exam schedules (-0.48), the accuracy of lecturer information provided to students through the Unsrat Inspire Portal (-0.46), and the features on the Unsrat Inspire Portal are complete (-0.45) while from the Importance &amp; Performance Analysis diagram there are 2 service attributes that are in quadrant I which means that these attributes must improve their services.</em></p> <p><strong><em>Keywords</em></strong><em>: Inspire portal, integrated information system, fuzzy servqual, Important Performance Analysis.</em></p> Johan S.C. Neyland, Jefferson Mende, Lidia M. Mawikere Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 ANALISIS PERBANDINGAN EFEKTIVITAS DAN KONTRIBUSI PAJAK REKLAME TERHADAP PENDAPATAN ASLI DAERAH (PAD) SEMUA KOTA DI PROVINSI SULAWESI UTARA <p><strong>Abstract. </strong><em>Local tax is a tax levied by the region based on tax regulations set by the region for the purpose of financing the local government's household. Billboard tax is one type of local tax. This study aims to determine the Effectiveness and Contribution of Billboard Tax to Local Original Revenue (PAD) of all cities in North Sulawesi Province, namely Manado City, Tomohon City, Kotamobagu City, and Bitung City. The analysis method used in this research is the analysis of the ratio of Effectiveness and Contribution, whose data is obtained from the results of interviews and documentation. The results showed that the effectiveness of billboard tax revenue from 2018-2022 at BPKAD Kotamobagu City and Bapenda Kota Bitung has been very effective, while at the Manado City Regional Revenue Office and BPKAD Tomohon City which are still ineffective in revenue billboard tax. Meanwhile, the level of billboard tax contribution to the original income of Kotamobagu City is still slightly better than Manado City, Tomohon City and Bitung City.</em></p> Haryanto Sabijono, Victorina Zusana Tirayoh, Christian V. Datu Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 THE ROLE OF BRAND IMAGE AND PERCEIVED RISK ON THE ATTITUDE AND INTENTION TO USE PAYLATER SERVICES IN GENERATION Z. <p>This study investigates the impact of Brand Image and Perceived Risk on Attitude and Intention to Use Paylater services among Generation Z in Indonesia's growing financial technology landscape. Paylater, a widely adopted service, facilitates cashless fulfilment of needs. This study focusing on Generation Z which domicile in Java Island Indonesia. The aim of this study is to elucidate Paylater's significance as an emerging financial solution, providing insights to manage user risks and enhance understanding of consumer decision-making processes. &nbsp;Data from 125 respondents collected via questionnaires and analysed using Partial Least Square (PLS), the study reveals significant associations that the existence of Brand Image has significant impact to attitude and attitude is significant to Intention to use Paylater. This path are the most important variables that has greatest value impact to influence Paylater’s intention to use. However, Brand Image's impact on Intention to use Paylater is insignificant. The existence of Perceived Risk significantly influences Attitude. The result also prove that brand image and perceived value are not directly significant to paylater’s intention to use. &nbsp;</p> Amanda Susilo, Yuli Dewi, Frances Whyte Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PENGARUH DIGITAL MARKETING TERHADAP KEPUTUSAN PEMBELIAN PRODUK KULINER TRADISIONAL (STUDI PADA KONSUMEN GEN Z DI KOTA TOMOHON) <div id="ts-body"> <div class="css-44 ts-pivot-container"> <div id="ContentContainer"> <div role="tabpanel" aria-labelledby="Pivot0-Tab0"> <div class="ts-lookup-pivot"> <div id="Lookup" class="ts-pivot-lookup-component"> <div class="ms-Grid ts-grid"> <div class="ms-Grid-row"> <div class="ts-textfield-container " lang="en"> <div class="ts-alignment-view-container"> <div id="ts-alignment-view-idtgt" class="ts-alignment-view ms-font-m ts-alignment-view-tgt ts-ltr-left-zero" tabindex="0" aria-hidden="false"> <div tabindex="-1" role="label">Marketing is a dynamic business activity because it always changes from time to time. In the current industrial era 4.0, marketing is required to adopt digitalization so that digital marketing is one of the strategies that need to be implemented. In digital marketing, there are several strategies used, including content marketing and influencer marketing. These two variables were examined in purchasing decisions for traditional culinary products with respondents being gen Z consumers who are a very tech-conscious generation. The ease of existing technology, with various platforms that feature interesting content and influencers to offer traditional culinary products should be able to increase positive purchases, especially among gen Z consumers. The results found that digital marketing measured through content marketing and influencer marketing variables</div> <div tabindex="-1" role="label">simultaneously influenced the purchasing decisions of Gen Z to buy traditional culinary in Tomohon City. Partially, it was found that informative, valuable, unique, and smart content marketing has a significant effect on purchasing decisions. Likewise, influencer marketing partially has a significant influence on purchasing decisions, where the influencers in question are influencers who meet the expectations of Gen Z, influencers who are able to help Gen Z decide on purchases, and influencers who are confident in promoting products.</div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> Jane Poluan, Merlyn Mourah Karuntu, Reitty Lilyanny Samadi Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 STUDI KELAYAKAN BISNIS UNTUK PENGEMBANGAN PRODUK DEODORAN ORGANIK ROAST RELIEF <table> <tbody> <tr> <td> <p><strong><em>Abstract. </em></strong><em>This research aims to conduct a business feasibility study related to the development of an organic deodorant product under the brand Roast Relief. The product is targeted to meet the increasing consumer demand for environmentally friendly and chemical-free personal care products. The research methodology involves market, technical, financial, and management analyses to evaluate the potential success of this product in the market. The market analysis includes market segmentation, consumer trend analysis, and competitor assessment. The results indicate a favorable opportunity for the Roast Relief organic deodorant product in the growing personal care segment. Technical analysis considers production aspects, distribution, and the availability of organic raw materials, with a focus on sustainability and product quality. The research findings indicate that the development of Roast Relief organic deodorant product has positive business potential. By capitalizing on consumer trends supporting eco-friendly products and enhancing quality of life, this product can be an attractive choice for consumers. </em></p> </td> </tr> </tbody> </table> <h4>Abstrak. Penelitian ini bertujuan untuk melakukan studi kelayakan bisnis terkait pengembangan produk deodoran organik dengan merek Roast Relief. Produk ini diarahkan untuk memenuhi kebutuhan konsumen yang semakin meningkat terhadap produk perawatan pribadi yang ramah lingkungan dan bebas bahan kimia berbahaya. Metode penelitian yang digunakan melibatkan analisis pasar, teknis, keuangan, dan manajemen untuk mengevaluasi potensi keberhasilan produk ini di pasar. Analisis pasar mencakup identifikasi segmentasi pasar, analisis tren konsumen, dan penilaian pesaing. Hasilnya menunjukkan adanya peluang yang baik bagi produk deodoran organik Roast Relief di segmen pasar perawatan pribadi yang berkembang. Analisis teknis mempertimbangkan aspek produksi, distribusi, dan ketersediaan bahan baku organik. Keberlanjutan dan kualitas produk menjadi fokus utama dalam aspek ini. Hasil penelitian menunjukkan bahwa pengembangan produk deodoran organik Roast Relief memiliki potensi bisnis yang positif. Dengan memanfaatkan tren konsumen yang mendukung produk ramah lingkungan dan meningkatkan kualitas hidup, produk ini dapat menjadi pilihan yang menarik bagi konsumen. </h4> Alviera Putri, Sita Deliyana Firmialy, Ceuceu Diana Putri, Elza Maharani Albama, Reshinta Indah Syafiera Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PENGARUH TQM TERHADAP KEUNGGULAN BERSAING YANG DIMEDIASI OLEH RESOURCE BASED VIEW PADA PERUSAHAAN PENGOLAHAN IKAN DI KOTA BITUNG <table> <tbody> <tr> <td> <p><strong><em>Abstract. </em></strong>Bitung City has the largest fishing industry in North Sulawesi. Fish processing companies in Bitung City are mostly fish exporting companies that are sent to various countries. This condition presents its own challenges because it allows companies to strive to have a competitive advantage. Implementing TQM (Total Quality Management) for export companies is a must. However, to be able to excel competitively requires unique entities within the company. RBV (Resource Based View) describes a company's ability to provide a competitive advantage in resource management that is difficult for competitors to imitate. The aim of the research is to determine the effect of TQM on Competitive Advantage with RBV as a mediating variable. Based on the test results using SmartPls4.0, the results show that TQM has a significant effect on competitive advantage, TQM also has a significant effect on RBV, RBV has a significant effect on Competitive Advantage and RBV has a significant effect as a variable that mediates the indirect effect between TQM and competitive advantage in fish processing companies in Bitung City</p> <p><em> </em></p> </td> </tr> </tbody> </table> <p><strong>Abstrak</strong>. Kota Bitung memiliki industri perikanan terbesar di Sulawesi Utara. Perusahaan pengolahan ikan di Kota Bitung sebagian besar merupakan perusahaan pengekspor ikan yang dikirim ke berbagai negara. Kondisi ini memberikan tantangan tersendiri karena memungkinkan perusahaan berupaya agar bisa memiliki keunggulan bersaing. Penerapan TQM (Total Quality Management) terhadap perusahaan ekspor menjadi suatu keharusan. Namun untuk bisa unggul bersaing membutuhkan entitas-entitas unik dalam perusahaan. RBV (Resource Based View) menggambarkan kemampuan perusahaan untuk memberikan keunggulan kompetitif atas pengelolaan sumberdaya yang sulit ditiru oleh pesaing. Tujuan penelitian adalah untuk mengetahui pengaruh TQM terhadap Keunggulan Bersaing dengan RBV sebagai variabel mediasi. Berdasarkan hasil uji menggunakan SmartPls4.0 diperoleh hasil bahwa TQM berpengaruh signifikan terhadap keunggulan bersaing, TQM juga berpengaruh signifikan terhadap RBV, RBV berpengaruh sgnifikan terhadap Keunggulan Bersaing dan RBV berpengaruh signifikan sebagai variabel yang memediasi pengaruh tidak langsung antara TQM dan keunggulan bersaing pada perusahaan pengolahan ikan di Kota Bitung.</p> Maria Veronika J. Tielung, Merlyn Mourah Karuntu, Reitty Lilyanny Samadi Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH BRI DI KABUPATEN BULELENG <p><em>Bank Rakyat Indonesia (BRI) has an important role in the Indonesian economy. Currently, BRI’s role is not only limited to providing conventional financial services, but also has a role in supporting financial inclusion, microeconomic growth, agricultural sector development, and community empowerment. BRI provides various service and transaction innovations to maintain customer loyalty. This research aims to examine the role of customer satisfaction in mediating service quality and trust in BRI customer loyalty in Buleleng Regency. The sample for this research was 80 BRI customers in the Buleleng area. The analysis used is path analysis. The independent variables are service quality, trust and customer satisfaction, while the dependent variable is customer loyalty. The results of this research show that service quality on customer loyalty through customer satisfaction shows a significant influence. For customer trust in customer loyalty through customer satisfaction, the results did not have a significant effect.</em></p> Fiorentina Dewantari, Ni Luh Wayan Sayang Telagawathi, Ni Made Ary Widiastini Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 THE INFLUENCE OF PARENTAL SUPPORT DIMENSIONS IN SHAPING THE INTENTION TO CONTINUE THE FAMILY BUSINESS DAUGHTER SUCCESSORS WITH SELF-EFFICACY AS A MEDIATOR <table> <tbody> <tr> <td> <p><strong><em>Abstract. </em></strong><em> </em><em> </em> <em>The intention to continue the family business can be influenced in particular by parents. This study discusses the influence of parental support dimensions including Instrumental Assistance (IA) and Career-related modeling (CRM) in forming the intention to continue a family business that focuses on female successors with self-efficacy as mediation. Through this research, it is expected to be able to provide the latest views, especially girls, when in the family business. The sampling technique used was a purposive sampling technique on 195 girls aged at least 18 years who had contributed to the family business. This research was tested using SmartPLS 3.0 and JASP software. Through this study, the findings of this study indicate that both Instrumental Assistance (IA) and self-efficacy play significant roles in shaping a daughter's inclination to achieve success within the context of a family business. Unlike the previous Career-Related Modeling (CRM) based on specific studies indicate that self-efficacy does not serve as a mediating factor in the relationship between Career-Related Modelling and a daughter's intention to succeed in the family business.</em></p> <p><em> </em></p> </td> </tr> </tbody> </table> <p><strong>Abstrak</strong>. Tujuan untuk melanjutkan bisnis keluarga dapat dipengaruhi khususnya oleh orang tua. Penelitian ini membahas tentang pengaruh dimensi dukungan orang tua meliputi Instrumental Assistance (IA) dan Career-related modeling (CRM) dalam membentuk niat untuk melanjutkan bisnis keluarga yang fokus pada penerus perempuan dengan efikasi diri sebagai mediasinya. Melalui penelitian ini diharapkan mampu memberikan pandangan terkini khususnya anak perempuan ketika terjun dalam bisnis keluarga. Teknik pengambilan sampel yang digunakan adalah teknik purposive sampling terhadap 195 anak perempuan berusia minimal 18 tahun yang pernah berkontribusi pada bisnis keluarga. Penelitian ini diuji dengan menggunakan software SmartPLS 3.0 dan JASP. Melalui penelitian ini, temuan penelitian ini menunjukkan bahwa baik Instrumental Assistance (IA) maupun self-efisiensi berperan penting dalam membentuk kecenderungan anak perempuan untuk mencapai kesuksesan dalam konteks bisnis keluarga. Berbeda dengan Career-Related Modeling (CRM) sebelumnya, berdasarkan penelitian tertentu menunjukkan bahwa self- efikasi tidak menjadi faktor mediasi dalam hubungan antara Career-Related Modeling dan niat anak perempuan untuk sukses dalam bisnis keluarga</p> Puspayani Nisa, Metta Padmalia Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PERAN MEDIA SOSIAL DALAM MEMBANGUN CITRA DESTINASI PARIWISATA YANG MENARIK <table> <tbody> <tr> <td> <p><strong><em>Abstract. </em></strong><em>This study aims to investigate the role of social media in shaping the image of tourist destinations. Using a qualitative descriptive research method, the study highlights the shift in the paradigm of tourism marketing to social media platforms such as Instagram, Facebook, Twitter, and TikTok. The results indicate that social media enables destinations to build a personal and attractive image through strong narratives and visual content. Visualization on these platforms is crucial in shaping the allure of destinations. Storytelling is also found to play a crucial role in creating an authentic image and building emotional connections with tourists. The study identifies challenges such as reputation management and crisis mitigation in the use of social media. In conclusion, social media is not only a promotional tool but also a key element in creating the appeal of tourist destinations and building emotional relationships with users.</em></p> </td> </tr> </tbody> </table> <p><strong>Abstrak</strong>. Studi ini bertujuan menyelidiki peran media sosial dalam membentuk citra destinasi pariwisata. Dengan metode penelitian kualitatif deskriptif, penelitian ini menyoroti pergeseran paradigma pemasaran pariwisata ke media sosial seperti Instagram, Facebook, Twitter, dan TikTok. Hasilnya menunjukkan bahwa media sosial memungkinkan destinasi membangun citra pribadi dan menarik melalui narasi kuat dan konten visual. Visualisasi di platform ini menjadi kunci dalam membentuk daya tarik destinasi. Storytelling juga ditemukan berperan penting dalam menciptakan citra autentik, membangun hubungan emosional dengan wisatawan. Studi mengidentifikasi tantangan seperti manajemen reputasi dan penanggulangan krisis dalam pemanfaatan media sosial. Kesimpulannya, media sosial bukan hanya alat promosi, tetapi juga elemen kunci dalam menciptakan daya tarik destinasi pariwisata dan membangun hubungan emosional dengan pengguna.</p> Diva Andzani , Diah Virgin, Naniek Setijadi Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 THE RELATIONSHIP OF CUSTOMER EXPERIENCE, CUSTOMER ENGAGEMENT, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY IN SHOPEE E-COMMERCE <table> <tbody> <tr> <td> <p><strong><em>Abstract. </em></strong><em>The current rapid pace of information technology has changed people's way of shopping. People no longer need to leave the house to buy various necessities. One of the most popular e-commerce in Indonesia is Shopee. This research aims to find out the effect of customer experience on customer engagement and satisfaction in order to increase customer loyalty in Shopee e-commerce. This research was conducted quantitatively by distributing questionnaires to 257 respondents. The sampling technique uses a purposive sampling method with the criteria of making a purchase at Shopee at least once a month and being over 17 years old. Research data were analyzed using Structural Equation Modeling-Partial Linear Squares (SEM-PLS). Of the five proposed hypotheses, four were accepted, while one, namely H3, asserting that 'involvement positively affects customer satisfaction,' was rejected. To achieve customer loyalty, companies must be able to provide satisfaction to their customers through involvement in interacting with the company and providing an impressive experience while using the company's services and products.</em></p> </td> </tr> </tbody> </table> <p><strong>Abstrak</strong>. Pesatnya perkembangan teknologi informasi saat ini telah mengubah cara masyarakat dalam berbelanja. Masyarakat tidak perlu lagi keluar rumah untuk membeli berbagai kebutuhan. Salah satu e-commerce terpopuler di Indonesia adalah Shopee. Penelitian ini bertujuan untuk mengetahui pengaruh pengalaman pelanggan terhadap keterlibatan dan kepuasan pelanggan guna meningkatkan loyalitas pelanggan pada e-commerce Shopee. Penelitian ini dilakukan secara kuantitatif dengan menyebarkan kuesioner kepada 257 responden. Teknik pengambilan sampel menggunakan metode purposive sampling dengan kriteria melakukan pembelian di Shopee minimal sebulan sekali dan berusia di atas 17 tahun. Data penelitian dianalisis menggunakan Structural Equation Modeling-Partial Linear Squares (SEM-PLS). Dari lima hipotesis yang diajukan, empat hipotesis diterima, sedangkan satu hipotesis yaitu H3 yang menyatakan bahwa 'keterlibatan berpengaruh positif terhadap kepuasan pelanggan' ditolak. Untuk mencapai loyalitas pelanggan, perusahaan harus mampu memberikan kepuasan kepada pelanggannya melalui keterlibatan dalam berinteraksi dengan perusahaan dan memberikan pengalaman yang mengesankan selama menggunakan jasa dan produk perusahaan.</p> Evelin Liputri, Gladys Gosal Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800 PENGARUH KINERJA CSR DAN BOARD SIZE TERHADAP KINERJA PERUSAHAAN <p><em>Based on agency and stakeholder theories, this study will investigate how CSR performance and board size affect firm performance. The market measurements used are stock returns and stock trading volume of banking companies incorporated in the IDX. Operationally, this study uses a sample of 32 banking companies listed on the Indonesia Stock Exchange from 2018 to 2022 to see if company performance is affected by CSR performance and board size. Based on the characteristics and structure of panel data, this study uses a panel regression analysis of 160 observations (company-years). In addition, the common-effects model (CEM) is also used for the analysis. The results show that CSR performance and board size do not affect firm performance, measured by stock returns. The CSR performance variable has no influence on firm performance as measured by trading volume. However, the board size variable in this finding has an effect on firm performance measured using trading volume. This indicates that in the context of this study, these factors are not the main determinants of firm performance based on stock returns and trading volume.</em></p> Delima, Berto Usman Copyright (c) 2024 Tue, 30 Jan 2024 00:00:00 +0800