Jurnal Manajemen dan Perbankan (JUMPA)

Purchasing Decisions Based on Product Quality, Location, and Visual Merchandising

Nursiti — 2025-02-19

This study aims to empirically test whether product quality, location and visual merchandising have an impact on purchasing decisions. The study is based on a theory that supports product quality, location and visual merchandising, and purchasing decisions. This study uses primary data while the samples collected through the convenience method, data obtained through google form to Baper Store customers in Pors with a total of 100 respondents. Data analysis uses outer model, inner model, and hypothesis testing. Novelty in researchers using the sem smartpls 4.1 application, previous studies using SPSS. The results of the hypothesis test study indicate that product quality has a positive effect on product purchasing decisions, location has a negative effect on purchasing decisions and visual merchandising has a negative effect on purchasing decisions. The implications of the study for shop owners are important to provide adequate parking facilities, ensure the safety and comfort of customers who bring vehicles, and arrange the arrangement of goods in a more organized and neat manner. By improving these aspects, it is hoped that the store can increase the appeal and shopping experience of customers.

Abstrak- Penelitian ini bertujuan untuk menguji secara empiris apakah kualitas produk, lokasi dan visual merchandising berdampak terhadap keputusan pembelian. Penelitian dilandaskan teori yang mendukung tentang kualitas produk, lokasi dan visual merchandising, dan keputusan pembelian. Penelitian ini menggunakan data primer sedangkan sampel yang dikumpulkan melalui metode convenience, data diperoleh melalui google form kepada pelanggan Baper Store di Pors dengan jumlah responden sebanyak 100. Data analisis menggunakan outer model, inner model, dan uji hipotesis. Novelty pada peneliti menggunakan aplikasi sem-smartpls 4.1, penelitian sebelumnya menggunakan SPSS. Hasil penelitian uji hipotesis menunjukkan bahwa kualitas produk berpengaruh positif terhadap keputusan pembelian produk, lokasi berpengaruh negatif terhadap keputusan pembelian dan visual merchandising berpengaruh negatif terhadap keputusan pembelian. implikasi dari penelitian bagi pemilik toko penting menyediakan fasilitas parkir yang memadai, memastikan keamanan dan kenyamanan pelanggan yang membawa kendaraan, serta mengatur penataan barang dengan lebih terorganisir dan rapi. Dengan memperbaiki aspek-aspek ini, diharapkan toko dapat meningkatkan daya tarik dan pengalaman berbelanja pelanggan.

Implementation of the Balanced Scorecard for Performance Evaluation at the West Java Provincial Plantation Service

Rhaka Fathi Ruhiyat — 2025-03-13

Performance assessment in public sector organizations has experienced significant strategic changes and dynamics, no longer focusing solely on financial aspects and customer (service user) perspectives. This study aims to evaluate the performance of the Plantation Office of West Java Province through the implementation of the balanced scorecard (BSC). Using a quantitative approach, the study utilizes secondary data such as satisfaction surveys, annual reports, and the 2023 performance accountability report of the Plantation Office of West Java Province, analyzed using a scoring system. The study reveals that overall, the performance of the Plantation Office is rated as very good based on the four perspectives of the BSC. However, certain areas require more attention, particularly in terms of program implementation, workload balance, and employee capacity development. The study recommends that the Plantation Office continues to optimize the implementation of the BSC, enhance service quality to the public, and strengthen more sustainable human resource development. Further research is expected to deepen the application of the BSC in the public sector, enrich performance indicators, and explore the design and implementation of the BSC in various public sector organizations.

Abstract - Evaluasi kinerja di sektor organisasi publik telah mengalami perubahan dan dinamika strategis yang signifikan, tidak hanya menekankan pada aspek keuangan dan aspek pelanggan (pengguna) layanan. Penelitian ini bertujuan untuk mengevaluasi kinerja Dinas Perkebunan Provinsi Jawa Barat melalui implementasi balanced scorecard (BSC). Dengan metode kuantitatif, penelitian ini menggunakan data sekunder seperti survei kepuasan, laporan tahunan, dan laporan akuntabilitas kinerja Dinas Perkebunan Provinsi Jawa Barat tahun 2023 yang dianalisis menggunakan sistem penilaian. Penelitian menunjukkan bahwa secara keseluruhan, kinerja Dinas Perkebunan dinilai sangat baik, berdasarkan empat perspektif dalam BSC. Namun, beberapa area masih memerlukan perhatian lebih, terutama dalam hal realisasi program kerja, keseimbangan beban kerja, dan pengembangan kapasitas karyawan. Penelitian ini merekomendasikan agar Dinas Perkebunan terus mengoptimalkan implementasi BSC, meningkatkan kualitas layanan kepada masyarakat, dan memperkuat pengembangan sumber daya manusia yang lebih berkelanjutan. Penelitian ini dapat memperdalam implementasi BSC di sektor publik, memperkaya indikator kinerja, serta mempelajari lebih lanjut desain dan implementasi BSC di berbagai sektor organisasi.

Influence of Ease of Use and E-Service Quality on Intention to Reuse with Customer Satisfaction as a Mediating Variable in Online Travel Agent Traveloka

Muhammad Daifa Al Quthni — 2025-04-22

The rapid development of technology and the opportunities within the tourism sector in Indonesia have been significantly influenced by the emergence of online travel agents (OTAs), which have made tourism activities more effective and efficient. This study aims to analyze the impact of perceived ease of use and e-service quality on intention to reuse, with customer satisfaction serving as a mediating variable in the context of the online travel agent Traveloka. The research employs the structural equation modeling - partial least squares (SEM-PLS) method, using smart PLS 4.1.0.3 as the analysis tool, based on data from 100 respondents in the Greater Jakarta area (Jabodetabek) who use Traveloka. The results of the study indicate that perceived ease of use significantly influences intention to reuse, perceived ease of use significantly influences customer satisfaction, e-service quality significantly influences intention to reuse, e-service quality significantly influences customer satisfaction, customer satisfaction significantly influences intention to reuse, perceived ease of use influences intention to reuse with customer satisfaction as a mediating variable, and e-service quality influences intention to reuse with customer satisfaction as a mediating variable. This study shows that user satisfaction has a significant mediating role between e-service quality and reuse intention, which has not been widely discussed in previous studies. These results deepen the understanding of how factors related to user experience can increase retention of digital payment services.

Abstrak - Perkembangan teknologi dan peluang sektor pariwisata di Indonesia berkembang pesat dengan menghadirkan online travel agent yang membantu kegiatan pariwisata menjadi efektif dan efisien. Penelitian ini bertujuan untuk menganalisis pengaruh kemudahan penggunaan dan e-service quality terhadap minat menggunakan kembali dengan kepuasan pengguna sebagai variabel mediasi pada online travel agent Traveloka. Penelitian dilakukan dengan menggunakan metode structural equation model - partial least square (SEM-PLS) dengan alat analisis smart PLS 4.1.0.3 berdasarkan data dari 100 responden di wilayah Jabodetabek yang menggunakan Traveloka. Hasil penelitian menunjukkan kemudahan penggunaan berpengaruh terhadap minat menggunakan Kembali, kemudahan penggunaan berpengaruh terhadap kepuasan pengguna, e-service quality berpengaruh terhadap minat menggunakan Kembali, e-service quality berpengaruh terhadap kepuasan pengguna, kepuasan pengguna berpengaruh terhadap minat menggunakan Kembali, kemudahan penggunaan berpengaruh terhadap minat menggunakan kembali dengan kepuasan pengguna sebagai variabel mediasi, dan e-service quality berpengaruh terhadap minat menggunakan kembali dengan kepuasan pengguna sebagai variabel mediasi.

Assessment of Service Quality at the Credit Cooperative: A SERVQUAL and Importance-Performance Analysis Approach

Febriana Wurjaningrum — 2025-04-24

In the competitive financial sector of Indonesia, the expansion of savings and loan Cooperatives, exemplified by the Sangosay Credit Cooperative established in 1983, faces challenges in retaining members and meeting their service expectations, particularly due to increasing competition from online lending platforms. This research investigates the service quality of Sangosay Credit Cooperative by utilizing the SERVQUAL framework, focusing on nineteen attributes based on five service quality dimensions. A qualitative approach was employed, involving a questionnaire distributed to 100 participants. The findings reveal that the services provided do not fully align with member expectations, as evidenced by gap scores ranging in reliability and in tangibles. The analysis highlighted notable deficiencies between the cooperative's offerings and member expectations, particularly in reliability, responsiveness, empathy, assurance, and tangibles. Critical areas for improvement identified include the timeliness of services, transaction simplicity, staff accountability, communication skills, and overall operational efficiency. The study recommends several actionable strategies, such as regular employee performance evaluations, comprehensive training programs, member feedback surveys, and enhanced customer service strategies to elevate service quality and better serve the cooperative's members.

Abstrak - Dalam lanskap keuangan Indonesia yang kompetitif, pertumbuhan Koperasi simpan pinjam, seperti Koperasi Kredit Sangosay yang didirikan pada tahun 1983, menghadapi tantangan dalam mempertahankan anggota dan memenuhi harapan layanan mereka, terutama karena meningkatnya persaingan dari platform pinjaman daring. Penelitian ini menyelidiki kualitas layanan Koperasi Kredit Sangosay dengan memanfaatkan kerangka kerja SERVQUAL, dengan fokus pada sembilan belas atribut berdasarkan lima dimensi kualitas layanan. Pendekatan kualitatif digunakan, yang melibatkan kuesioner yang dibagikan kepada 100 peserta. Temuan tersebut mengungkapkan bahwa layanan yang diberikan tidak sepenuhnya selaras dengan harapan anggota, sebagaimana dibuktikan oleh skor kesenjangan dalam reliability dan dalam tangibles. Analisis tersebut menyoroti kekurangan penting antara penawaran koperasi dan harapan anggota, khususnya dalam reliability, responsiveness, empathy, assurance, dan tangibles. Area utama yang teridentifikasi untuk perbaikan meliputi ketepatan waktu layanan, kesederhanaan transaksi, akuntabilitas staf, keterampilan komunikasi, dan efisiensi operasional secara keseluruhan. Studi ini merekomendasikan beberapa strategi yang dapat ditindaklanjuti, seperti evaluasi kinerja karyawan secara berkala, program pelatihan yang komprehensif, survei umpan balik anggota, dan strategi layanan pelanggan yang ditingkatkan untuk meningkatkan kualitas layanan dan melayani anggota koperasi dengan lebih baik.