Jurnal Mahasiswa Manajemen, Administrasi & Kewirausahaan
Jurusan Administrasi Bisnis, Politeknik Negeri Manado
Development of CUSO (Cucumber Soap) Production as a Natural Skin Care Product
CUSO (Cucumber Soap) is a natural bath soap formulated to maintain moisture, provide freshness, and protect skin health. This product is made from nutrient-rich fresh cucumber extract, offering effective skincare without the addition of harmful chemicals. The antioxidant content and anti-inflammatory properties within help soothe and protect the skin, making it safe for all skin types, including sensitive skin. The primary target consumers for CUSO are both men and women aged 14 to 40. The marketing area includes Kairagi Dua Village, Buha Village, and the environment of Manado State Polytechnic. In the first year, the sales target was set at 12,000 bottles with a projected sales growth of 2% each year. The estimated profit in the first year is Rp24,289,792 and will increase by 2% in subsequent years. Keywords: Business plan, CUSO (CUCUMBER SOAP), cucumber soap, natural health.
Kata Kunci: Rencana bisnis, CUSO (CUCUMBER SOAP), sabun ketimun, kesehatan alami.
Copyright (c) 2025 Jurnal Mahasiswa Manajemen, Administrasi & Kewirausahaan
Integration of Digital and Offline Marketing in the Development of CUSO (Cucumber Soap) Products
This Business Plan is prepared to assess the feasibility of a natural liquid bath soap business under the brand CUSO (Cucumber Soap). This product uses fresh cucumber extract, which is rich in nutrients, to moisturize, refresh, and protect the skin without any harmful chemicals, making it safe for all skin types, including sensitive skin. The target market includes consumers aged 14–40 in the Kairagi Dua and Buha sub-districts, as well as the area around the Manado State Polytechnic, with initial sales projected at 12,000 bottles and a 2% annual demand growth. The marketing strategy combines digital promotion thru social media (Instagram, TikTok) with direct distribution at the business location and local retail stores. From a production standpoint, the business utilizes readily available cucumber raw materials from the local market at a stable price, and employs simple, efficient, and low-cost equipment. Financial analysis shows that the business is viable with an initial capital of Rp35,000,000, a selling price of Rp32,000–Rp35,000 per bottle, and a significant profit margin. The results of the investment feasibility indicator calculations show a positive NPV, an IRR higher than the discount rate, a relatively short payback period, and a BEP at a realistic sales volume. Thus, CUSO has the potential to become a sustainable and competitive enterprise in the natural body care product market. Keywords: Business plan, CUSO (CUCUMBER SOAP), cucumber soap, natural health.
Rencana bisnis, CUSO (CUCUMBER SOAP), Sabun ketimun, Kesehatan alami
The influence of job satisfaction on employe performance at the Public Works and Spatial Planning Office in South Minahasa Regency.
The problem formulation addressed in this thesis is how job satisfaction affects employe performance. The objectives to be achieved are to identify and analyze the level of employe job satisfaction, to identify and analyze the level of employe performance, and to analyze and empirically test the extent to which job satisfaction influences employe performance. To address this problem, this study uses descriptive analysis, classical assumption tests, simple regression analysis, and hypothesis testing as analytical tools. The results of this study indicate that job satisfaction has a significant partial effect on employe performance. This proves that the higher the level of job satisfaction, the higher the employe performance. The analysis results obtained show that the R coefficient value (0.292) is positive, with a correlation value of 420 to 0.005, which is categorized as strong. And the R-squared value (0.549), with a percentage of 54.9%. Keywords: Job Satisfaction, Employe Performance, Department of Public Works and Spatial Planning
Job Satisfaction, Employee Performance, Public Works and Spatial Planning Office
ANALYSIS OF FACTORS INFLUENCING POSTPAID ELECTRICITY BILL ARREARS PAYMENT AT PT. PLN (PERSERO) ULP PANIKI
The problem formulation addressed in this thesis is how to find the best regression model, which regression model is most effective for predicting the estimation of electricity bill arrears payments, and how to implement the analysis of factors influencing arrears payments. The objectives to be achieved are to find the best regression model, to find the most effective regression model, and to implement the factors influencing arrears payments. To address this issue, this research utilizes analytical tools such as validity and reliability tests, descriptive analysis, classical assumption tests, stepwise analysis, and hypothesis testing. The research results obtained show that Customer Ethics has a significant influence with a coefficient of determination (R²) of 67.6%. Economic factors also have a significant influence with a contribution of determination of 59.8%. Meanwhile, PLN Service contributes 37.7% to the variation in arrears payments. Simultaneously, these three variables contribute 74.9% to the variation in arrears, while the remaining 25.1% is influenced by other factors outside the scope of the study.
Etika pelanggan, Ekonomi, Sosial Budaya, Pelayanan PLN, Teknis Administrasi, Pendidikan, Tunggakan rekening listrik pasca bayar
The Influence of Service Quality on Customer Loyalty at the Head Office of PT. Bank SulutGo in Manado City
Optimal service quality can be used as one of the company's strategies to increase and retain customers. The purpose of this study is to examine the influence of service quality on customer loyalty at the head office of PT. Bank SulutGo in Manado City. The type of research is quantitative research, and the research methods used are descriptive research methods, field research methods, and library research methods. Research that samples from a single population using a questionnaire in the form of a Google form as a data collection tool. The population taken is customers of the Head Office of PT. Bank SulutGo in Manado City, but the sample involved 50 respondents using the method of Hair et al. The analysis used is Descriptive Statistical Analysis, Total Score Simple Linear Regression. The results of the research analysis show a correlation coefficient value of r = 0.552, indicating that Service Quality has a very strong and significant relationship with increasing customer loyalty at the Head Office of PT. Bank SulutGo. The coefficient of determination value indicates that 55.2% of the increase in customer loyalty is influenced by Service Quality, while the remaining 44.8% is influenced by other factors outside this research. The analysis results show that Service Quality has a significant influence on increasing customer loyalty at the Head Office of PT. Bank SulutGo in Manado City. Therefore, Service Quality needs to be considered by management and the company by paying closer attention to internal and organizational factors related to Service Quality so that customer loyalty can be increased.
General Services in managing workplace facilities for human resources (HR) at PT Angkasa Pura Indonesia
This study aims to analyze the role of General Services in managing workplace facilities for human resources (HR) at PT Angkasa Pura Indonesia. Adequate workplace facilities are essential in supporting employee comfort, effectiveness, and productivity. However, the company still faces several challenges, particularly the absence of a digital application for meeting room reservations and a monitoring system for operational vehicles, which often leads to scheduling conflicts, weak documentation, and reduced work efficiency. This research employs a qualitative method with a descriptive approach. Data were collected through in-depth interviews with the Head of the General Services Department and General Services Officers, direct observation within the company environment, and documentation. The research focus is directed toward the management of office spaces, meeting rooms, and operational vehicles. The findings indicate that General Services plays a strategic role in ensuring that all workplace facilities function properly to support smooth company operations. Nevertheless, the lack of digitalization systems remains a major challenge. Therefore, innovations such as implementing a meeting room booking application and a vehicle monitoring system are considered crucial to improving efficiency, transparency, and HR work effectiveness. This study contributes theoretically to the literature on facility management and practically provides strategic recommendations for digitalization in PT Angkasa Pura Indonesia to optimize the role of General Services.
General Services, Workplace Facilities, Human Resources, Work Effectivenes
IMPLEMENTATION OF CSR (COORPORATE SOCIAL RESPONSIBILITY) PROGRAM OF PT ANGKASAPURA INDONESIA SAM RATULANGI INTERNATIONAL AIRPORT MANADO BRANCH TOWARDS THE WELFARE OF THE SURROUNDING COMMUNITY
This study analyzes the implementation of the Corporate Social Responsibility (CSR) program of PT Angkasa Pura Indonesia at Sam Ratulangi International Airport in Manado and its impact on the welfare of the surrounding community. The objective is to describe how the CSR program can improve the community's standard of living. This study uses a qualitative approach with descriptive methods. Data were collected through in-depth interviews with the company and community representatives as informants. The results show that the CSR program has been running effectively, making a real contribution to improving community welfare. Initiatives include funding for Micro, Small, and Medium Enterprises (MSMEs) and Social and Environmental Responsibility (TJSL) activities such as social assistance and health services. Collaboration with the local government played a crucial role in ensuring that aid was well-targeted, despite technical challenges such as delayed distribution and administrative obstacles. The company has received positive feedback from the community. Overall, this program demonstrates the airport's important role in providing jobs, business opportunities, and improving community welfare through well-planned and implemented CSR initiatives.
Corporate Social Responsibility, Community Welfare
Analysis of KUR distribution from BSG for the development of MSMEs (Case Study of MSMEs in Bersehati Market, Manado)
This study aims to determine the number of traders who received KUR BSG in Bersehati Market, to analyze the KUR BSG distribution procedure to MSMEs in Bersehati Market, and to compare the increase in MSME turnover in Bersehati Market before and after receiving KUR. Using a qualitative case study approach, data was collected through interviews, observations, and documentation from MSME stakeholders, banks, and market administration. The results show that absorption in Bersehati Market is still low at around 6.4%. The main obstacles include a lack of understanding from traders, perceptions of complicated procedures, and a lack of business legitimacy documents. The KUR BSG application process is relatively simple with a maximum disbursement of 14 business days, and credit assessment focuses on solvency based on daily sales. KUR recipients reported a 60%-85% increase in sales after financing, used for inventory, kiosk renovations, and service improvements. The study concludes that KUR is important for the growth of MSMEs in Bersehati Market, but requires increased awareness, administrative support, and ongoing evaluation. Recommendations are given to BSG and stakeholders to improve KUR Socialization and Education for Bersehati Market MSMEs, simplify procedures, and optimize KUR distribution.
The Influence of Work Discipline on Employe Performance at the South Minahasa District Public Works and Spatial Planning Office (PUTR)
In the era of bureaucratic reform and improved public service quality, the performance of civil servants (ASN) is a crucial factor determining the success of public sector institutions. Based on research conducted at the Public Works and Spatial Planning Office (PUTR) of South Minahasa Regency, there are issues regarding the level of employe work discipline, where employes are often late for work hours and do not adhere to existing regulations. The purpose of this study is to analyze the level of employe compliance with working hours regulations and discipline at the Public Works and Spatial Planning Agency (PUTR) of South Minahasa Regency. This type of research is quantitative research. This study sampled 80 employes using a questionnaire as the data collection tool or measurement instrument. This analysis method uses descriptive statistical methods, total scores, validity and reliability measurements, correlation analysis, and simple linear regression analysis. In this study, the coefficient of determination value is 0.141, and the multiple r value is 0.375. The results of this analysis indicate that this means that increased work discipline has a positive impact on employe performance at the South Minahasa District Public Works and Spatial Planning Office (PUTR).
Implementation of a Digital-Based Filing System at the PLN Paniki Customer Service Unit Office
Effective records management plays a crucial role in supporting administrative efficiency and public service quality within organizations. This study aims to examine the implementation of a digital archiving system at PT PLN (Persero) ULP Paniki, focusing on its stages of implementation, supporting and inhibiting factors, and its impact on administrative services. The research employed a qualitative descriptive approach, with data collected through in-depth interviews, observations, and document analysis. Four key informants participated, consisting of the ULP Manager, Performance Analyst, Customer Service and Administration Team Leader, and Administrative Staff. The findings reveal that the implementation was carried out in several stages, including socialization, staff training, document scanning, uploading archives into the system, and data backup. Supporting factors included management commitment, infrastructure availability, and staff readiness. Meanwhile, the main obstacles were limited server capacity, unstable internet connection, and poor quality of old documents. Overall, the implementation of the digital archiving system significantly improved the speed of document retrieval, enhanced data security, and increased the quality of administrative services at PLN ULP Paniki.
Implementation, Digital Archiving System, Records Management, Administrative Services, PLN ULP Paniki
The Effect Of Work Culture and Motivation on Work Performance at the Head Office of PT. Bank SulutGO
This study examines whether Work Culture and Motivation influence Work Performance and how to implement Work Culture and Motivation to improve Work Performance at the Head Office of PT. Bank SulutGO. The study aims to determine the effect of Work Culture and Motivation on Work Performance as well as to understand the implementation of Work Culture and Motivation in enhancing Work Performance at the Head Office of PT. Bank SulutGO. This research uses a quantitative approach with an associative method. Data analysis was conducted using validity and reliability tests, correlation analysis, multiple linear regression, hypothesis testing, classical assumption tests, t-tests, F-tests, and coefficient of determination tests. The results indicate that Work Culture (X1) and Motivation (X2) have a significant effect on Work Performance (Y) at the Head Office of PT. Bank SulutGO.
Work Culture, Motivation, Work Performance
Implementation of Employee Empowerment and Engagement in Improving Performance at the Secretariat of the Election Supervisory Board (BAWASLU) of North Sulawesi
This study aims to examine employee empowerment and engagement at the Secretariat of Bawaslu North Sulawesi Province and their implications for employee performance. The main problems identified include the limited involvement of employees in decision-making processes, uneven capacity development programs, and weak internal communication. The research focuses on three sub-areas: the implementation of employee empowerment, the implementation of employee engagement, and the contribution of both aspects to performance improvement. This study employs a descriptive qualitative approach with a case study method, where informants were purposively selected from both leadership and staff. Data were collected through in-depth interviews, observations, and documentation, then analyzed using Miles and Huberman’s interactive model, consisting of data reduction, data display, and conclusion drawing. The findings reveal that empowerment through delegation of authority, training, and access to information enhances employee motivation and responsibility, while engagement in planning and decision-making strengthens loyalty and performance consistency. However, limited resources, suboptimal communication, and resistance to change remain as challenges. Therefore, inclusive managerial strategies and continuous capacity development are needed to reinforce employee performance and support the achievement of organizational goals.
Employee Empowerment, Employee Involvement, Performance
THE ROLE OF THE HUMAN RESOURCES DIVISION IN IMPROVING EMPLOYEE DISCIPLINE THROUGH THE SUPERVISION AND EVALUATION SYSTEM AT THE BAWASLU SECRETARIAT OF NORTH SULAWESI PROVINCE
This study aims to examine the role of the Human Resources Division, particularly the Administrative Section, in improving employee discipline through supervision and evaluation systems at the Secretariat of Bawaslu North Sulawesi Province. The sub-focus of this research includes the implementation of supervision, forms of evaluation, challenges encountered, and efforts to address disciplinary issues. The study employed a descriptive qualitative approach using interviews, observation, and documentation as data collection techniques. Data were analyzed using Miles & Huberman’s model, which consists of data reduction, data display, and conclusion drawing. The findings reveal that supervision by the Administrative Section is carried out through daily attendance checks, performance monitoring, and behavioral oversight in accordance with organizational rules. Evaluation is conducted periodically through internal meetings, performance reports, and individual assessments. Challenges faced include limited human resources, low employee awareness, and external factors affecting discipline. The efforts undertaken include issuing warnings, applying persuasive approaches, providing continuous coaching, and strengthening the work culture. This study emphasizes that structured, consistent, and sustainable supervision and evaluation systems contribute significantly to improving employee discipline and strengthening organizational professionalism.
Employee Discipline, Monitoring System and Evaluation
Analysis of Company Financial Performance in North Sulawesi Before and After Going Public (PT. Jobubu Jarum Minahasa Tbk. & PT. Minahasa Membangun Hebat Tbk.)
In this thesis, the problem addressed is the comparison of the financial performance of companies in North Sulawesi before and after going public. The research aims to analyze the comparison of financial performance before and after the Initial Public Offering (IPO). A comparative quantitative method was applied to two issuers, PT. Jobubu Jarum Minahasa Tbk (BEER) and PT. Minahasa Membangun Hebat Tbk (HBAT), by analyzing audited financial statements from two years pre-IPO (2021-2022) and two years post-IPO (2023-2024). Data were analyzed using liquidity, solvency, profitability, and activity ratios, and tested with cline in profitability (ROE BEER -96%, NPM HBAT -47%) and activity efficiency (TAT BEER -74%, FAT HBAT -90%) in 2024. It was concluded that although the IPO successfully strengthened the capital structure and liquidity in the short term, it had no statistically significant impact and was instead followed by a weakening of operational performance, indicating challenges in optimally allocating IPO proceeds to drive revenue and profit growth Keywords : Initial Public Offering (IPO), Financial Performance, Financial Ratios, North Sulawesi Companies
Initial Public Offering (IPO), Financial Performance, Financial Ratios, North Sulawesi Companies
ANALYSIS OF MARKETING STRATEGY AND HUMAN RESOURCE QUALITY ON SALES TARGET ACHIEVEMENT AT PT. SHIELD ON SERVICES IN MANADO CITY
The aim of the study is to analyze marketing strategies and human resource quality and their influence on achieving sales targets at PT. Shield On Services Manado Branch. The background of this research is based on the increasing competition in the security service industry, which requires the company to adopt adaptive marketing strategies and professional human resources to support the achievement of sales targets. The study employed a qualitative descriptive approach through in-depth interviews, observation, and documentation. The results show that the company’s marketing strategy currently combines direct promotion (presentations, brochures, proposals) with the use of digital media, although its utilization remains limited. Human resource quality plays a major role in client retention, particularly through discipline, professionalism, and the skills of field personnel. The main challenges faced by the company are intense price competition, limited digital promotion, and client demands for higher HR standards. The study concludes that marketing strategies and HR quality are closely related in supporting the achievement of sales targets. Recommendations include strengthening digital promotion, improving HR training, and maintaining good relationships with existing clients.
Marketing strategy, human resource quality, sales target achievement, PT. Shield On Services.
Exploring Customer Experience in Improving Service Speed ​​as a Form of Digitalization Service Transformation at Pegadaian UPC Sarapung
This study aims to explore customer experiences regarding the digital service transformation at Pegadaian Unit Pelayanan Cabang (UPC) Sarapung. The research focuses on customer perceptions of service speed, convenience, challenges encountered, and views on the transition from manual to digital services. A qualitative approach with a case study method was applied. Data were collected through in-depth interviews, observations, and documentation. The findings indicate that most customers benefit from the Pegadaian Digital application as it simplifies service access, accelerates transactions, and provides flexibility. However, challenges remain, such as network disruptions, system errors, and limited digital literacy. Thus, Pegadaian’s digital transformation is progressing well but still requires technical improvements and wider customer education to ensure inclusivity.
Pegadaian, Digital Services, Customer Experience, Transformation, Transaction Speed
market and marketing of the typical Sulawesi chocolate treasure business D'Pure Cocoa
This bussines planning aims to analyze market opportunities, demand, supply, market share, and marketingstrategies for D’Pure Cocoa, a cocoa powder product derived from fermented cocoa beans in bolaang mongondow, north sulawesi. Market analysis indicates a significant increase in cocoa powder demand in manado city, with projections reaching 9.791 pouches in the fifth year. The supply of similar product remains relatively lower compared to demand, thus creating a 19% market opportunity. The marketing strategy includes product development based on natural quality, competitive pricing, digital and collaborative promotion, and hybrid distribution (online and offline). The results of this business plan confirm that the venture is feasible to develop, supported by competitive advantages in product quality and local value creation.
Cocoa Powder, Marketing Strategy, Market Share, D’Pure Cocoa
Analysis of Digital Literacy Gaps and Dysfunctional Interdependence in the Use of the Siladen System at the Office of Women's Empowerment and Child Protection in Manado City
This current research examines the digital literacy gap and dysfunctional employee interdependence in using the SILADEN system, conducted at the Manado City Women's Empowerment and Child Protection Office. This research was motivated by the demands of bureaucratic digital transformation, which have not yet been fully matched by the digital literacy capabilities of civil servants, resulting in unhealthy interdependence among employees and potentially hindering work effectiveness. The research method used was a qualitative approach with a single case study. Data were collected through in-depth interviews with five purposively selected informants and participant observation of SILADEN usage activities. Data analysis was conducted using the Miles & Huberman model, which includes data reduction, data presentation, and conclusion drawing. Its validity was tested through source triangulation. The results indicate that the digital literacy gap among employees remains significant, primarily due to factors such as age, technological experience, and the lack of ongoing training programs. This situation results in most employees being unable to operate SILADEN independently and tending to rely on more skilled colleagues. This dependency creates dysfunctional interdependence in the form of uneven workloads, decreased productivity, and hampered effectiveness of digital administrative services. In conclusion, the digital literacy gap has been proven to be a major factor in the formation of dysfunctional interdependence within the Manado City Women's Empowerment and Child Protection Agency. Therefore, ongoing mentoring efforts and consistent managerial support are needed to improve employee digital skills evenly and encourage the successful implementation of SILADEN.
Digital literacy, dysfunctional interdependence, SILADEN, DP3A Manado City
Financial Analysis and Projection of Brick Roster Business from Rice Husk Waste
This study aims to analyze the financial feasibility and business projection of rice husk-based roster bricks (Huskbrick) as an innovative and eco-friendly building material. The financial analysis was conducted through the preparation of projected income statements, cash flow statements, balance sheets, as well as the calculation of financial ratios and investment indicators. The results show that the business is able to generate a net profit of IDR 52,797,200 in the first year with a positive growth trend over the five-year projection period. The Net Present Value (NPV) is positive, the Internal Rate of Return (IRR) exceeds the discount rate, the Payback Period (PP) is relatively short, and the Profitability Index (PI) is greater than one, all of which indicate business feasibility. In addition, profitability and liquidity ratios are at a healthy level, while the projected cash flow demonstrates the company’s ability to meet short-term obligations and maintain operational stability. Therefore, the Huskbrick business is financially feasible to develop, as it generates significant profits, supports the local economy, and contributes to sustainable development.
Financial analysis, business projection, roster brick, rice husk, investment feasibility
Marketing Strategy Analysis in Developing Brick Roster Business from Rice Husk Waste
This study analyzes the marketing strategy for the development of an eco-friendly brick roster business made from rice husk waste (Huskbrick) as an innovation in sustainable building materials. The objective is to identify market potential, formulate marketing strategies, and evaluate business development prospects. The research applies a descriptive analysis using both primary and secondary data, including market studies, marketing mix strategies (product, price, promotion, distribution), and financial projections. The findings show that Huskbrick holds competitive advantages through product differentiation as an eco-friendly, aesthetically valuable, and competitively priced material. Promotional strategies rely on a combination of direct marketing (exhibitions, collaboration with contractors, building material stores, and architects) and digital marketing (social media and WhatsApp Business) to enhance brand awareness and sales. The production capacity is projected to capture 17.7% of the Manado market in 2025, with market demand forecasted to reach 646,925 units. In conclusion, Huskbrick’s marketing strategy is considered effective in expanding market share while supporting sustainable development principles through the utilization of rice husk waste.
Marketing strategy, brick roster, rice husk, eco-friendly business, Huskbrick
Dampak Penggunaan QR Code Terhadap Penjualan Pertalite PT Pertamina Patra Niaga Sales Area SulutGo (Studi Kasus SPBU Coco)
Penelitian ini bertujuan untuk menganalisis dampak penggunaan QR Code terhadap penjualan Pertalite PT Pertamina Patra Niaga Sales Area SulutGo, dengan studi kasus pada SPBU Coco. Penelitian menggunakan pendekatan kuantitatif dengan metode asosiatif. Responden dalam penelitian ini adalah konsumen SPBU Coco yang menggunakan QR Code. Teknik pengumpulan data dilakukan melalui kuesioner dan wawancara sedangkan teknik analisis menggunakan regresi linear sederhana, uji t, koefisien korelasi, dan koefisien determinasi. Hasil penelitian menunjukkan bahwa penggunaan QR Code berpengaruh signifikan terhadap peningkatan penjualan Pertalite. Hal ini dibuktikan melalui persamaan regresi Y = 11,612 + 0,497X, dengan nilai korelasi sebesar 0,766 yang menunjukkan hubungan yang kuat antara variabel. Nilai koefisien determinasi (R²) sebesar 0,587 mengindikasikan bahwa 58,7% variasi peningkatan penjualan Pertalite dapat dijelaskan oleh penggunaan QR Code, sedangkan sisanya 41,3% dipengaruhi oleh faktor lain di luar penelitian ini. Dengan demikian, penerapan QR Code terbukti menjadi salah satu faktor penting pada peningkatan Pertalite.
ANALYSIS OF THE INFLUENCE OF PRICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT PDAM WANUA WENANG MANADO
This study aims to determine the effect of Price and Service Quality on Customer Satisfaction at PDAM Wanua Wenang Manado. The research employed a quantitative approach with data collected through questionnaires distributed to 38 respondents. The variables examined were Price (X1), Service Quality (X2), and Customer Satisfaction (Y). Data analysis was carried out using multiple linear regression tests with SPSS version 26. The results show that, partially, Price does not have a significant effect on Customer Satisfaction, while Service Quality has a significant effect on Customer Satisfaction. Simultaneously, Price and Service Quality have a significant effect on Customer Satisfaction with a coefficient of determination (R2) of 0.411 or 41.1%, while the remaining 58.9% is influenced by other factors. In general, respondents’ perceptions of the variables Price, Service Quality, and Customer Satisfaction fall into the good category.
The Influence of Word Of Mouth and Personal Selling on Customer Interest of PT. Pegadaian Manado Utara Branch in Pegadaian's Digital Gold Savings Service
This study aims to determine the Influence of Word of Mouth and Personal Selling on the Interest of Customers of PT. Pegadaian Manado Utara Branch on Pegadaian Digital Gold Savings services. This type of research is quantitative research using descriptive research methods. The sample obtained was 45 samples using the Non-probability sampling method in the form of purposive sampling. The analysis used is descriptive statistical analysis, total score, classical assumptions, regression analysis and simple and multiple correlations. While the results of the research analysis, the simultaneous correlation coefficient value r = 0.753 indicates that Word of Mouth and Personal Selling have a strong and significant relationship to increasing the Interest of Customers of PT. Pegadaian Manado Utara Branch on Pegadaian Digital Gold Savings services. The value adjusted r square 0.546 indicates that the increase in Interest of Customers of PT. Pegadaian Manado Utara Branch In Pegadaian Digital Gold Savings service 56.6% is influenced by Word Of Mouth and Personal Selling together while the remaining 43.4% is influenced by other factors outside this research.
Word Of Mouth, Personal Selling, and Customer Interest
Strategy for Handling Non-Performing Loans at PT Bank Tabungan Negara (Persero) Tbk. Manado Branch to Improve Financial Performance
This study aims to analyze the strategies for handling non-performing mortgage loans (KPR) at PT Bank Tabungan Negara (Persero) Tbk, Manado Branch, and their impact on the bank’s financial performance. The research employs a descriptive qualitative method with a case study approach. Data were collected through semi-structured interviews with the credit manager, recovery staff, and credit staff, as well as observation and documentation of internal financial reports. Data were analyzed using Miles & Huberman’s model through data reduction, data display, and conlusion drawing, supported by triangulation of sources and techniques. The findings indicate that mortgage NPLs at BTN Manado Branch are mainly caused by declining debtor, income, uncooperative debtor behavior, and administrative constrains. The dominant strategy applied is loan restructuring (rescheduling & restructuring), while litigation and asset recovery are used as the last resort. However, implementation faces several obstacles, including delayed document submission, lengthy internal procedures, and limited utilization of the PPDigital BTN system. Restructuring has proven effective in keeping the NPL ratio below the OJK standard, although it led to a decline in profitability (ROA) and an increase in the efficiency ratio (BOPO). In conclusion, restructuring remains the main strategy for handling non-performing loans, maintaining asset quality, yet requiring improvements in digital reporting,coordination, and evaluation mechanism.
Non-Performing Loan, Restructuring, Mortgage, Financial Performance, BTN
The Role Of SIBLINGS Program In Enhancing Compliance Of Primary Health Care Facilities (FKTP) With The Procedures Established By BPJS Kesehatan
In writing this thesis, the problem studied is the role of SIBLINGS in improving first-level health facility services. This study aims to analyze the role of the Supervision, Verification, and Direct Observation (SIBLINGS) program of BPJS Kesehatan in improving the compliance of Primary Health Care Facilities (FKTP) with procedures and its implications for the quality of health services. This research employed a qualitative descriptive method with structured interviews involving BPJS employees, FKTP medical staff, and JKN patient participants as informants. The findings indicate that SIBLINGS plays an important role as both a monitoring and coaching mechanism in encouraging FKTP to comply with procedures, where the overall level of compliance is considered good, although technical obstacles remain, such as delays in updating doctors’ schedules under certain conditions. Service quality measured through eight quality indicators (tangible, reliability, responsiveness, assurance, empathy, access, communication, and customer understanding) shows positive results, especially in terms of the availability of physical facilities, timeliness of services, responsiveness to complaints, as well as assurance and empathy for patients, while aspects of communication and understanding of patient needs still require improvement. Overall, this study emphasizes that FKTP compliance with procedures monitored through SIBLINGS contributes directly to improving service quality, patient satisfaction, and public trust in the JKN program.
BPJS KESEHATAN, SIBLINGS COMPLIANCE, FKTP
Analysis of Service Quality on Customer Satisfaction at SPBU Pasti Pas (Case Study: Politeknik Gas Station)
This research analyzes service quality in relation to consumer satisfaction at the Politeknik's Pasti Pas gas station using a quantitative method. The SERVQUAL approach is used to measure the gap between consumer perceptions and expectations across eleven service dimensions, the Kano Model to categorize service attributes, and simple regression to test the influence of service quality on consumer satisfaction. The research respondents were gas station consumers selected thru questionnaires. The research results show an average service suitability level of 66.45%, indicating a significant gap. Five dimensions—communication, responsiveness, reliability, empathy, and competence—need to be improved, while the other six should be maintained. Kano Model analysis identifies attributes in the Performance Needs and Must-Be Needs categories as priorities for improvement. The regression results show that service quality has a positive and significant effect on consumer satisfaction, with r = 0.799 and R² = 0.638 (63.8%). Thus, the service quality is considered good but still needs to be maximized thru appropriate and sustainable improvement strategies.
The Role of PT Angkasa Pura Indonesia Sam Ratulangi International Airport Branch in Manado in Supporting the Growth of the Economic Sector in Manado City
Regional economic growth is strongly influenced by transportation infrastructure, particularly airports as gateways for the mobility of people, goods, and services. Manado City, as the center of tourism and trade in North Sulawesi, relies heavily on Sam Ratulangi International Airport managed by PT Angkasa Pura Indonesia. This study aims to analyze the role of PT Angkasa Pura Indonesia in supporting Manado’s economic growth through tourism development and the empowerment of Micro, Small, and Medium Enterprises (MSMEs). The research used a qualitative descriptive method with a case study approach, supported by role theory and economic growth theory. Data were obtained through interviews with airport officials, MSME actors, tourists, and official documents. The results show that the airport plays a crucial role in enhancing flight connectivity, increasing tourist arrivals, and providing promotional space for local MSME products. In conclusion, PT Angkasa Pura Indonesia functions not only as an airport operator but also as a catalyst for the economic growth of Manado City.
Sam Ratulangi International Airport, Economic Growth, Tourism, Micro, Small, and Medium Enterprises (MSMEs)
The Role of DigiZen as a Digital Marketing Agency in Supporting the Digital Transformation of MSMEs
The rapid development of digital technology has fundamentally transformed the way businesses operate, including Micro, Small, and Medium Enterprises (MSMEs), which play a crucial role in Indonesia’s economy. However, many MSMEs still face challenges in effectively adopting digital marketing strategies. This study aims to analyze the role of DigiZen as a digital marketing agency in supporting the digital transformation of MSMEs, focusing on its business model, positioning and differentiation strategies, and the implementation of its services. This research uses a qualitative approach with a case study method, combining business plan document analysis and operational observations of DigiZen. The findings indicate that DigiZen acts not only as a technical service provider but also as a strategic partner that empowers MSMEs through education, mentoring, and data-driven approaches. DigiZen’s services help MSMEs improve digital literacy, expand market reach, and increase customer engagement. This study is expected to provide practical contributions in the form of a digital marketing strategy model that can be adopted by other MSMEs to face the challenges of digital transformation.
Marketing Strategy for Postpaid Electricity Services as an Effort to Increase Business Growth at PT PLN (Persero) ULP North Manado
This research explores the marketing strategy for postpaid electricity services at PT PLN (Persero) ULP Manado Utara as an effort to encourage business growth. The study is motivated by the fact that customers still show relatively low interest in postpaid schemes compared to prepaid, even though postpaid offers greater flexibility and convenience in electricity usage. A descriptive qualitative method was employed, using interviews, observation, and documentation as the main techniques for data collection. The data were analyzed through reduction, display, and conclusion drawing, while validity was tested using triangulation of sources and methods. The findings reveal that PLN has implemented several strategic initiatives such as improving service quality, adjusting tariffs, developing distribution channels, promoting through social media and brochures, engaging human resources, and optimizing service processes. Despite these efforts, there are still obstacles including limited promotional media and insufficient customer understanding of the benefits of postpaid services. The results indicate that current strategies are fairly effective, yet need to be strengthened by maximizing digital promotion, enhancing direct communication with customers, and innovating services that respond to community needs in a sustainable manner.
SAP System Application, Operational Efficiency, Sam Ratulangi Airport, Technical Disruptions
Analysis of the Target Market for the Digital Marketing Agency "DIGIZEN"
DigiZen is a company operating in the field of Digital Marketing Agency, owned by Miracle Felix Laoh and supported by 5 professional employes. This company focuses on providing digital marketing services to help medium to low-level SMEs compete and grow in the digital age. DigiZen's marketing area covers Manado and North Minahasa, with sales targets steadily increasing from 180 projects in 2025 to 372 projects in 2029. In terms of production and operations, DigiZen has a production capacity of 180 projects per year with sufficient availability of materials and tools to support service continuity. From a financial perspective, the required investment funds are Rp434,160,000, with an additional working capital requirement of Rp30,670,000, resulting in a total loan application of Rp464,830,000. DigiZen's five-year profit projection shows a positive growth trend, from Rp150,855,000 in the first year to Rp273,185,000 in the fifth year. The Return on Investment (ROI) level also shows competitive achievements, although it decreases with growth, from 83.1% in the first year to 37.8% in the fifth year. Meanwhile, the break-even point is projected to be reached in 107 projects annually. With careful planning in management, marketing, production, and finance, DigiZen is optimistic about its ability to grow as a strategic partner for MSMEs in the target region.