Jurnal Komputer Bisnis

INTEGRASI MODEL SIMPLEKS PADA SISTEM INFOMASI PRODUKSI UMKM UKIR JEPARA

winda fatikhatul munawaroh — 2025-08-12

UMKM kerajinan ukir di Jepara memiliki peran penting dalam mendukung ekonomi daerah dan pelestarian budaya, namun sering menghadapi kendala dalam merencanakan produksi secara efisien. Permasalahan utama terletak pada pengambilan keputusan produksi yang masih mengandalkan intuisi, tanpa dukungan analisis matematis. Tujuan dari penelitian ini untuk mengintegrasikan metode simpleks ke dalam sistem informasi produksi yang mudah digunakan oleh pelaku UMKM. Dengan pendekatan pemrograman linear, sistem ini dirancang untuk mengoptimalkan hasil produksi dengan mempertimbangkan keterbatasan bahan baku dan waktu kerja. Studi kasus dilakukan pada UMKM yang memproduksi relief kayu dan panel ukir. Hasil perhitungan menunjukkan bahwa sistem mampu memberikan solusi optimal yaitu memproduksi ±20,67 unit relief kayu dan ±7,33 unit panel ukir, dengan keuntungan maksimal sebesar Rp 346.667. Pengembangan sistem informasi ini terbukti efektif dalam mendukung pengambilan keputusan produksi berbasis data tanpa memerlukan pemahaman matematis yang kompleks dari pengguna. Sistem ini dapat dikembangkan lebih lanjut dan diuji pada berbagai skenario UMKM lainnya.

Desain OPTIMALISASI LAYANAN PEMESANAN MAKANAN ONLINE DI KANTIN KAMPUS MENGGUNAKAN SIMULASI: SEBUAH STUDI KONSEPTUAL

Mohammad Fajar septian — 2025-08-12

Penelitian ini menganalisis secara konseptual optimalisasi layanan pemesanan makanan di kantin kampus melalui pengembangan sistem online dan analisis simulasi. Permasalahan antrean panjang saat jam sibuk, pencatatan pesanan yang tidak efisien, dan kesulitan rekapitulasi penjualan harian menjadi fokus utama. Sistem yang diusulkan dirancang untuk mempercepat proses pemesanan, mencatat transaksi, serta memfasilitasi pengelolaan menu dan stok. Desain sistem mencakup arsitektur client-server, Use Case Diagram, perancangan basis data, dan flowchart proses. Visualisasi UI/UX juga dikembangkan untuk alur pengguna dan admin. Analisis simulasi konseptual menunjukkan bahwa sistem ini berpotensi mengurangi waktu tunggu, meningkatkan efisiensi operasional, dan mengoptimalkan manajemen sumber daya kantin. Peningkatan kualitas aplikasi dan pengalaman pengguna diharapkan signifikan.

GOJEK APP: USER COMFORT AND ACCESSIBILITY

Tini Martini — 2025-09-10

This study aims to determine the level of customer comfort in accessing service features on the Gojek application. As a widely used digital platform in Indonesia, Gojek offers a variety of services that demand an easy-to-use interface and smooth accessibility. This research uses a qualitative method involving 20 resource person who are active Gojek users. Data was collected through open-ended interviews to explore users' experiences, challenges, and satisfaction in accessing service features such as transportation, food delivery, payment systems, and customer support. The results show that most users find the Gojek application generally convenient and intuitive, especially in terms of navigation and feature integration. However, a minority of users expressed difficulties in accessing certain functions, especially during system updates or when using older phone models. Practical implications suggest that while Gojek's interface design is largely effective, there is still room for improvement in optimizing the user experience for a wider demographic, especially those less familiar with digital technology. Improving system responsiveness and providing clearer guidance within the application can increase customer satisfaction and loyalty. This study contributes to the ongoing importance of user-centered design in mobile applications.

UNPACKING THE IMPACT OF DIGITAL TOUCHPOINT EXCELLENCE AND SWITCHING RESILIENCE ON BUILDING MILLENNIAL LOYALTY AND FINANCIAL DECISION-MAKING AT PHINTRACO SEKURITAS

Ayuningtyas Yuli Hapsari — 2025-10-27

The purpose of this study is to investigate the influence of Digital Touchpoint Excellence and Switching Resilience on Millennial Loyalty and Financial Decision-Making in the context of digital investment services at Phintraco Sekuritas. In particular, the study seeks to understand how high-quality digital interactions and user resilience contribute to sustained loyalty among millennials in Java and Bali. A quantitative research method was employed using a structured online questionnaire distributed to millennial respondents aged 20–40 who actively use digital investment platforms. A sample of 384 respondents was selected through proportional random sampling across major cities in Java and Bali. The data were analyzed using Structural Equation Modeling (SEM) with AMOS to test the relationships among variables. The results reveal that Digital Touchpoint Excellence significantly influences both Financial Decision-Making and Millennial Loyalty, with Financial Decision-Making acting as a partial mediator. Furthermore, Switching Resilience strengthens the impact of Financial Decision-Making on Millennial Loyalty, indicating its role as a moderating variable. The findings suggest that creating seamless, personalized, and reliable digital touchpoints is crucial in enhancing user confidence in financial decisions, which in turn drives loyalty. This study provides practical implications for fintech service providers, emphasizing the importance of investing in digital customer experiences and resilience-building strategies to retain millennial users. Uniqueness of this study lies in its integrated approach that combines psychological resilience and digital UX excellence within a financial decision-making context, specifically targeting millennial behavior in the Indonesian capital market a perspective that remains underexplored in previous research.

An Analysis of the Impact of Customer Service Quality on Customer Satisfaction at Sephora, Summarecon Mall Bandung

Tengku Ine Hendriana — 2025-10-27

This study aims to explore the dimensions of service quality and their impact on customer satisfaction within a retail service context. As consumer expectations continue to rise alongside the growth of the business sector in Indonesia, understanding customer perceptions has become increasingly critical for sustaining competitive advantage. The research adopts a qualitative approach to gain in-depth insights, involving semi-structured interviews with 20 respondents who have experienced direct service interactions in a prominent retail company. Data were analyzed using thematic content analysis to identify recurring themes related to service quality, responsiveness, and customer loyalty. The findings reveal that five key factors reliability, responsiveness, empathy, assurance, and tangibles play a significant role in shaping customer satisfaction. Among these, responsiveness and empathy emerged as the most influential in creating a positive service experience. Additionally, the study highlights how personalized communication and consistent service delivery contribute to long-term customer retention. From a practical standpoint, the results suggest that retail businesses should invest in employee training programs that enhance interpersonal skills and customer empathy. The unique contribution of this study lies in its qualitative focus within a largely quantitative research domain, offering rich, narrative- based insights that deepen understanding of service quality dynamics. This research contributes to the broader field of service management by offering actionable strategies for improving customer satisfaction through tailored service improvements.

THE IMPACT OF A SLOGAN ON LOYALTY IN HIGHER EDUCATION: A CASE STUDY AT IDE LPKIA

Anum Dahlia — 2025-10-27

This study aims to explore the impact of institutional slogans on student and alumni loyalty in higher education, with a case study conducted at IDE LPKIA. The slogan under examination, "Graduates are Easily Employed and Internationally Certified," serves as the focal point for analyzing perceptions, motivations, and brand loyalty among stakeholders. Employing a qualitative research method, the study involved 20 respondents consisting of current students and alumni. Data were collected through in-depth interviews and open-ended questionnaires to capture the nuanced opinions and lived experiences of the participants. The findings reveal that while many respondents perceive the slogan as a strong motivational factor and a key reason for choosing IDE LPKIA, others regard it primarily as a marketing tool with limited influence on actual loyalty. Moreover, the slogan’s promise of employability and certification positively correlates with students’ sense of institutional pride and commitment. Practical implications of this study suggest that higher education institutions must ensure alignment between slogan messaging and real student outcomes to strengthen loyalty and institutional reputation. The study contributes to understanding how branding elements such as slogans can influence long-term stakeholder engagement in the education sector

ANALISIS PENGARUH BRAND IMAGE MELALUI CUSTOMER PERCEPTIONS TERHADAP CUSTOMER INTENTIONS DI PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN (PERSERO)TBK. KANTOR CABANG BUAH BATU

Neng Susi Susilawati Sugiana — 2025-10-27

Penelitian ini bertujuan untuk menganalisis pengaruh Brand Image terhadap Customer Intentions melalui Customer Perceptions di PT. Bank BJB (Persero) Tbk Kantor Cabang Buah Batu. Metode penelitian menggunakan pendekatan kuantitatif dengan teknik analisis Structural Equation Modeling (SEM) berbasis AMOS. Populasi penelitian adalah nasabah Bank BJB KC Buah Batu dengan sampel yang ditentukan melalui teknik purposive sampling. Variabel penelitian meliputi Brand Image (X), Customer Perceptions (Z), dan Customer Intentions (Y). Analisis model dilakukan dengan uji validitas, reliabilitas, Confirmatory Factor Analysis (CFA), serta pengujian kelayakan model menggunakan Goodness of Fit Index (Chi-square, GFI, CFI, TLI, RMSEA). Hasil penelitian menunjukkan bahwa Brand Image berpengaruh positif dan signifikan terhadap Customer Perceptions dan Customer Intentions. Customer Perceptions juga berpengaruh signifikan terhadap Customer Intentions, serta memediasi pengaruh Brand Image terhadap Customer Intentions. Nilai GOF menunjukkan model berada dalam kategori fit (Chi- square/df = 1,890; GFI = 0,910; CFI = 0,952; TLI = 0,944; RMSEA = 0,048). Temuan ini mempertegas bahwa penguatan citra merek melalui persepsi positif nasabah mampu meningkatkan niat perilaku dalam penggunaan layanan perbankan.

DETERMINANTS OF SUSTAINABLE COMPETITIVE ADVANTAGE

Jennifer Yunani — 2025-10-27

Private universities in West Java and Banten face intense competition in attracting prospective students due to the proliferation of higher education institutions and changing market demands. This study aims to examine the determinant factors of sustainable competitive advantage, focusing on the roles of product mix and integrated marketing communication strategies. Using a quantitative approach, data were collected through a structured questionnaire distributed to 210 marketing managers and administrative leaders across private universities in the region. Structural Equation Modeling (SEM) was employed to analyze the relationships among variables. The findings reveal that both product mix and integrated marketing communication significantly influence the achievement of sustainable competitive advantage. Specifically, the alignment of academic program diversity with market needs and consistent, targeted communication campaigns contribute to institutional differentiation and long-term competitiveness. Theoretically, this research enriches the literature on strategic marketing in higher education by integrating marketing mix elements and communication frameworks. Practically, the study offers valuable insights for university leaders in developing effective marketing strategies to sustain competitiveness amidst a dynamic educational landscape.

THE EFFECT OF PRICE AND QUALITY ON PURCHASING DECISIONS ON UNIQLO PRODUCTS

Rini Ratnaningsih — 2025-10-27

This research explores The Effect of Price and Quality on Purchasing Decisions on Uniqlo Products, aiming to understand how these two critical factors influence consumer choices in the fast fashion retail sector. The study specifically targets Uniqlo, a globally recognized Japanese fashion brand known for its simplicity, functionality, and affordability. The primary objective is to examine how consumers perceive price and quality in their decision- making process when purchasing Uniqlo products in the Indonesian market. A qualitative method was employed, using in-depth interviews with 20 respondents who are active Uniqlo customers. Data collection was conducted through semi-structured interviews to capture detailed insights into consumer experiences, preferences, and motivations. The respondents were selected through purposive sampling to ensure relevance and reliability of the findings. The results reveal that while price remains an important factor, perceived product quality—such as durability, comfort, and design—has a stronger influence on purchasing decisions. Most participants emphasized Uniqlo's consistent quality and value for money, which builds consumer trust and brand loyalty. In addition, promotional pricing and seasonal discounts enhance purchase intentions, especially among young adults. Practically, these findings suggest that Uniqlo should continue to emphasize product quality while strategically managing pricing and promotional campaigns. The uniqueness of this study lies in its qualitative approach, offering rich consumer perspectives rarely captured in previous studies that focused mostly on quantitative data

THE IMPACT OF DIGITAL TRANSFORMATION ON GLOBAL BRANDING AND CUSTOMER SERVICE: A STUDY OF ZARA FASHION

Bertha Musty — 2025-10-27

Digital transformation has become a key driver in shaping branding and customer service strategies within the global fast fashion industry, with Zara standing out as a leading example. This study investigates how the adoption of digital technologies—such as artificial intelligence (AI), big data, social media, and omnichannel platforms—enhances global brand identity and improves the quality of customer service. Employing a mixed-methods approach, the research analyzes Zara’s digital strategy alongside consumer perceptions of brand experience in the digital age. The findings reveal that digital technologies enable personalization, two-way communication, and brand consistency across diverse international markets. Furthermore, digitalization contributes to greater operational efficiency and stronger customer engagement, leading to increased customer satisfaction and loyalty. These results offer practical insights for fashion companies seeking to stay competitive and relevant amid the ongoing digital transformation of consumer behavior, while also contributing to the theoretical understanding of the relationship between digital transformation, global consumer behavior, and brand strength.

EVALUATING SERVICE QUALITY AND ENHANCING CUSTOMER SATISFACTION: A STUDY ON JNE COURIER SERVICE

Eliza Viandrayani Aziz — 2025-10-27

This study explores the service quality provided by PT Jalur Nugraha Ekakurir (JNE) and its relationship with customer satisfaction. As courier services play a pivotal role in the logistics industry, understanding how service performance shapes user perception is essential for maintaining a competitive edge. A quantitative research design was adopted, utilizing structured questionnaires distributed to 50 active users of JNE's delivery services. The survey was developed based on the SERVQUAL framework, covering five primary dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Data were analyzed using SPSS through descriptive statistics, validity and reliability testing, and multiple linear regression analysis to identify the most influential service quality dimensions. Results indicate that each SERVQUAL component plays a notable role in influencing customer satisfaction, particularly reliability and responsiveness, which emerged as the most influential elements. These results highlight the importance of prompt delivery, dependable service, and responsive communication in enhancing customer satisfaction. The study concludes with practical recommendations for JNE, such as improving delivery precision, strengthening real-time tracking features, and enhancing customer service support. Furthermore, this research adds contextual insights to the limited body of literature on logistics services within the Indonesian market.

The Influence of Service Quality on Customer Loyalty at Ibis Hotel Bandung

Ervie Nur Afifa Mukhlis — 2025-10-27

This study aims to analyze the influence of service quality on customer loyalty at Ibis Hotel Bandung. The hospitality industry is highly competitive, and maintaining customer loyalty is crucial for business sustainability. Service quality is considered a key factor influencing customer decisions to repurchase and recommend hotel services to others. This research uses a quantitative method with a survey approach, involving 100 customers who have stayed at Ibis Hotel Bandung. Data were collected through questionnaires measuring five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using multiple linear regression to determine the significance of each dimension’s effect on customer loyalty.The results show that service quality significantly influences customer loyalty at Ibis Hotel Bandung. Among the dimensions, reliability and assurance have the highest positive impact, indicating that customers value consistent service performance and the confidence provided by hotel staff. Tangibles, such as cleanliness and room facilities, also contribute to loyalty, though to a lesser extent. Responsiveness and empathy were found to positively affect loyalty by creating comfort and trust in customers during their stay. These findings imply that Ibis Hotel Bandung must continuously maintain and improve its service quality, especially in ensuring reliable and assured services to increase customer retention and recommendations. This study contributes to the hotel management literature by reaffirming that excellent service quality is a strategic asset in building and sustaining customer loyalty in the hospitality industry.

The Role Of Empathy and Responsiveness of BPJS in Cibabat Hospital Services in Attaning to Increase Consumer Satisfaction

Adil Tamzil — 2025-10-28

This study aims to analyze the role of empathy and responsiveness in BPJS-related services at Cibabat Hospital in enhancing consumer satisfaction. Recognizing the importance of humane and efficient interactions in healthcare settings, the research explores how these two dimensions influence patients' perceptions and experiences. Utilizing a quantitative approach, the study surveyed 50 BPJS patients through a structured questionnaire designed to measure service quality and satisfaction levels. Data were analyzed using SPSS software, employing descriptive statistics, reliability tests, and multiple regression analysis to determine the strength and significance of empathy and responsiveness as predictors of satisfaction. The findings reveal a positive and significant effect of both empathy and responsiveness on consumer satisfaction. Empathy, demonstrated through attentive listening and emotional understanding, emerged as the stronger contributor, while responsiveness—reflected in prompt service and staff availability—also showed substantial impact. The practical implications of this research highlight the need for targeted training programs for hospital staff, focusing on communication skills, emotional intelligence, and timely service delivery. Hospital management should foster a patient-centered culture that emphasizes these values to boost satisfaction and trust in BPJS services. What sets this study apart is its localized focus on BPJS users within a single hospital, offering nuanced insights into a specific institutional setting that can inform broader policy initiatives.

THE INFLUENCE OF SERVICE QUALITY AND PERCEIVED VALUE ON CUSTOMER SATISFACTION: A STUDY OF GACOAN NOODLES BUAH BATU, BANDUNG

Janadi Rammelbergi — 2025-10-28

This study aims to explore the relationship between perceived value and service quality and customer satisfaction at Gacoan Buah Batu, Bandung. Understanding the primary factors that influence consumer happiness has become essential for the viability of businesses in the food and beverage sector as competition heats up. This study's main goal is to find out how consumers' opinions about the value and quality of the services they receive affect their entire eating experience and level of satisfaction. Fifteen respondents who frequently shop at Gacoan were interviewed in-depth as part of a qualitative research technique. To find recurrent trends and insights, the data underwent thematic analysis. The results show that clients value cleanliness, perceived pricing, staff response, and timeliness of service highly. When these elements meet or exceed expectations, customer satisfaction significantly increases. Conversely, inconsistencies in service or perceived decline in value lead to dissatisfaction. A notable uniqueness of this study lies in its focus on a single outlet, providing a micro-level understanding of consumer behavior in a specific urban setting. The practical implication of this study suggests that Gacoan can enhance customer loyalty by maintaining consistent service quality and optimizing value perception through promotions or personalized experiences. Businesses in similar markets may also benefit from adopting a localized approach to understanding customer needs. These insights serve as a valuable reference for improving service management strategies in Indonesia’s competitive culinary sector.

THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND LOYALTY: AT MOKOPI GARDEN

Dede Ismail — 2025-10-28

— This study aims to investigate the role of customer satisfaction as a mediating variable in the relationship between service quality and customer loyalty at Mokopi Garden, a growing coffee shop located in Bandung. As competition in the culinary business intensifies, understanding how service quality drives loyalty through customer satisfaction becomes crucial. This research adopts a quantitative approach with a sample of 50 respondents who are regular visitors of Mokopi Garden. Data were collected using a structured questionnaire based on indicators of service quality, customer satisfaction, and loyalty. The collected data were analyzed using SPSS version 26, including regression and mediation analysis (Sobel test) to examine the indirect effect of service quality on loyalty through satisfaction. The findings indicate that service quality has a significant and positive impact on both customer satisfaction and customer loyalty. Furthermore, customer satisfaction partially mediates the relationship between service quality and loyalty. This suggests that while service quality directly influences loyalty, its effect is enhanced when customers are satisfied with the services provided. These results emphasize the importance for Mokopi Garden to consistently deliver high-quality service in order to foster satisfaction and build long-term loyalty among its customers. Practically, this research provides valuable insights for coffee shop managers and marketers to prioritize service improvements as a strategic tool to enhance customer satisfaction and loyalty. The uniqueness of this study lies in its specific focus on a local brand within a competitive urban market, offering contextual relevance and actionable recommendations.

The Influence of Price and Product Quality on Purchasing Decisions of EIGER Products

Deden Sofyan Hamdani — 2025-10-28

This study explores the influence of price and product quality on purchasing decisions of EIGER products, a leading Indonesian outdoor brand. The primary objective is to analyze how consumers interpret and respond to EIGER's pricing strategies in relation to their perception of product quality. The research employs a qualitative method involving 20 purposively selected respondents who have experience purchasing EIGER products. Through in-depth interviews, the study identifies key factors that shape consumer decisions, such as perceived durability, brand image, and value for money. Findings reveal that while EIGER enjoys strong brand recognition, there is a discrepancy between consumer expectations and actual product performance, particularly in areas such as material durability and pricing fairness. Several respondents expressed skepticism toward EIGER's premium pricing, citing inconsistent quality and lack of after-sales support. These insights suggest that EIGER must realign its quality standards with consumer expectations to maintain brand loyalty and competitive advantage. The practical implications include the need for improved quality control and more transparent communication strategies regarding product features and benefits. This study is unique in its focus on a national brand in an emerging market, offering localized insights that are often overlooked in global literature.