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All Journal Jurnal Kolaborasi Sains dan Ilmu Terapan Journal of Business Administration and Entrepreneurship Innovation
Haris Satria Putra
Politeknik Negeri Jakarta
Aerospace Engineering Automotive Engineering Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Energy Engineering

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Faktor-Faktor Yang Mempengaruhi Tarikan Perjalanan Dan Dampaknya Terhadap Kepuasan Pelanggan Di Mall Jakarta Irfan Rusydi Triyanto; Yoshua Ardy Putra; Haris Satria Putra; Muhammad Ari Kurniawan; Edi Sumatirta; Andi Muhammad Fiqri Achmad
Jurnal Kolaborasi Sains dan Ilmu Terapan Vol. 4 No. 2 (2026): Jurnal Kolaborasi Sains dan Ilmu Terapan
Publisher : Utiliti Project Solution

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Abstract

Penelitian ini mengkaji faktor-faktor yang mempengaruhi tarikan perjalanan serta dampaknya terhadap kepuasan pelanggan di pusat perbelanjaan (mall) di Jakarta, Indonesia. Secara khusus, penelitian ini menelaah pengaruh fasilitas parkir, tenant, dan aksesibilitas mall terhadap tarikan perjalanan, serta pengaruh selanjutnya dari tarikan perjalanan terhadap kepuasan pelanggan, dengan tarikan perjalanan berperan sebagai variabel mediasi. Desain survei kuantitatif lintas seksi digunakan, dengan data dikumpulkan dari 200 pengunjung mall melalui kuesioner yang diisi sendiri menggunakan skala Likert lima poin. Data dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil menunjukkan bahwa tenant merupakan satu-satunya prediktor signifikan dari tarikan perjalanan dan secara langsung mempengaruhi kepuasan pelanggan. Tarikan perjalanan secara signifikan memprediksi kepuasan pelanggan dan memediasi sebagian hubungan antara tenant dan kepuasan pelanggan. Fasilitas parkir dan aksesibilitas mall tidak menunjukkan efek signifikan terhadap tarikan perjalanan maupun kepuasan pelanggan. Model struktural menjelaskan 61,4% varians pada tarikan perjalanan dan 59,2% pada kepuasan pelanggan.
The Influence of Customer Experience on Repurchase Behavior in the E-Commerce Industry: A Case Study of April Eyewear on Shopee Fachri Aditya; Narulita Syarweny; Haris Satria Putra
Journal of Business Administration and Entrepreneurship Innovation Vol. 2 No. 1 (2025): Journal of Business Administration and Entrepreneurship Innovation
Publisher : Jurusan Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/baei.v2i01.7773

Abstract

This study aims to examine the influence of customer experience on repurchase behavior within the Indonesian e-commerce industry, with a specific focus on April Eyewear's presence on the Shopee platform. It investigates how various aspects of the customer journey, from initial product interaction to post-purchase support, contribute to a customer's decision to make repeat purchases. Drawing upon qualitative observations from the Shopee platform, this research explores how elements such as clear product information, efficient ordering processes, responsive customer service, and effective return policies shape the customer's perception and drive subsequent purchasing decisions. Findings are expected to highlight that a consistently positive customer experience is a critical driver for fostering brand loyalty (Yasa et al., 2020) and, consequently, encouraging repurchase behavior in the competitive online marketplace (Bolton et al., 2018). This study provides valuable insights for e-commerce businesses seeking to enhance customer retention and sustain long-term growth
Co-Authors Andi Muhammad Fiqri Achmad Edi Sumatirta Fachri Aditya Irfan Rusydi Triyanto Kurniawan, Muhammad Ari Narulita Syarweny Putra, Yoshua Ardy