SIMPLEX: Journal of Economic Management

PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KINERJA OPERASIONAL DI UPTD PUSKESMAS PUNGGUR

2026-07-02T10:19:02+07:00

Sebagai salah satu sarana kesehatan di daerah, keberadaan Puskesmas masih dipandang sebelah mata oleh sebagian masyarakat. Kondisi ini disebabkan perlengkapan medis yang tidak selengkap rumah sakit komersial dan pelayanan yang diberikan sering kali belum bisa memenuhi harapan masyarakat (pasien). Oleh karena itu, diperlukan langkah-langkah continuous improvement terhadap kinerja operasional Puskesmas. Tujuan penelitian ini adalah untuk mengetahui pengaruh Total Quality Management yang meliputi strategi nilai pelanggan, sistem organisasional, dan perbaikan kualitas terhadap kinerja operasional di UPTD Puskesmas Punggur. Metode penelitian yang digunakan adalah penelitian kuantitatif dengan pendekatan survei dan alat ukur berupa kuesioner tertutup. Teknik sampel yang digunakan yaitu total sampling sejumlah 59 orang petugas. Analisis data menggunakan analisis regresi linier berganda, uji T, uji F, dan koefisien determinasi dengan bantuan aplikasi SPSS 25 for windows. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara variabel strategi nilai pelanggan, sistem organisasional, dan perbaikan kualitas terhadap variabel kinerja operasional. Disarankan kepada pihak Puskesmas untuk dapat meningkatkan pengelolaan fasilitas dan pembiayaan pelatihan petugas sehingga dapat meningkatkan mutu kinerja operasional.

Kata Kunci: Total Quality Management, Kinerja Operasional, Puskesmas

PENGARUH ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM), KUALITAS LAYANAN, DAN NILAI PELANGGAN TERHADAP RETENSI PELANGGAN PADA PT ADA DIGITAL BERSAUDARA

2026-07-02T11:19:58+07:00

Penelitian ini bertujuan untuk mengetahui sejauh mana Electronic Customer Relationship Management (E-CRM), kualitas layanan, dan nilai pelanggan memengaruhi retensi pelanggan pada PT Ada Digital Bersaudara. Metode yang digunakan adalah kuantitatif dengan pendekatan causal comparative, di mana data dikumpulkan melalui kuisioner skala Likert dari 85 responden yang dipilih menggunakan simple random sampling, kemudian dianalisis menggunakan regresi linier berganda.

Uji t parsial mengungkapkan bahwa E-CRM (β = 0,582; p < 0,001), H₁ diterima sehingga Electronic Customer Relationship Management (E-CRM) berpengaruh positif dan signifikan terhadap retensi pelanggan. Kualitas layanan (β = 0,160; p = 0,013), H₂ diterima sehingga kualitas layanan berpengaruh positif dan signifikan terhadap retensi pelanggan. Nilai pelanggan (β = 0,205; p = 0,002), H₃ diterima sehingga nilai pelanggan berpengaruh positif dan signifikan terhadap retensi pelanggan. Uji F simultan (F = 211,559; p < 0,001), H₄ diterima sehingga menunjukkan E-CRM, kualitas layanan, dan nilai pelanggan secara bersama-sama berpengaruh positif dan signifikan terhadap retensi pelanggan.

Temuan ini menegaskan pentingnya integrasi Electronic Customer Relationship Management (E-CRM), peningkatan kualitas layanan, dan pemberian nilai optimal dari pelanggan dalam upaya mempertahankan retensi pelanggan di era bisnis digital.

THE ROLE OF QUALITY AND EXPERIENCE IN BUILDING CUSTOMER LOYALTY AT GRANDLUCKY SUPERSTORE

2026-07-07T12:07:47+07:00

This study investigates how service quality and customer experience contribute to customer loyalty, with satisfaction functioning as a mediating variable at GrandLucky Superstore in Jakarta. A quantitative approach was employed by distributing an online questionnaire to 227 individuals who had made at least two purchase transactions at GrandLucky. Respondents were selected using purposive sampling, and the data were analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) technique. The results indicate that both service quality and customer experience exert significant and positive effects on customer satisfaction, which in turn strongly influences loyalty. The analysis also confirms that satisfaction serves as a key mediator linking service quality and customer experience to loyalty. These findings suggest that improved service performance and more engaging shopping experiences strengthen customers’ commitment to continuing their patronage of GrandLucky. From a managerial perspective, maintaining consistent service delivery, enhancing pleasant interactions, and managing positive shopping experiences are essential strategies for fostering long-term customer relationships and reinforcing competitive advantage in the premium retail sector.

THE IMPACT OF SYDNEY SWEENEY AND E-WOM ON AMERICAN EAGLE PURCHASE INTENTION: THE ROLE OF BRAND IMAGE MEDIATION IN DKI JAKARTA

2026-07-07T13:12:48+07:00

This study aims to understand how brand ambassadors and electronic word of mouth(eWOM) shape consumers’ purchase intention, with brand image positioned as the mediating variable. The research focuses on American Eagle consumers in the DKI Jakarta area who are familiar with the marketing campaign featuring Sydney Sweeney as the brand ambassador. A quantitative approach was employed, using purposive sampling to collect data from 233 qualified participants. The data were analyzed using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method through the SmartPLS 4.0 software. The findings reveal that both brand ambassadors and eWOM make a positive and significant contribution to brand image as well as purchase intention. Additionally, brand image is shown to act as a partial mediator in the relationship between the independent variables and purchase intention. Overall, the results highlight that leveraging public figures and digital communication serves as an important strategy for strengthening brand perception and encouraging consumer purchase intention.