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Endang Sulistya Rini
University of North Sumatera
Economics, Econometrics & Finance

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The Effect of Perceived Ease of Use and Security on Trust Through User Satisfaction of Ovo E-Wallet in Medan City Ivo Arfiani Turnip; Endang Sulistya Rini; Fadli
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.197

Abstract

The rapid development of information technology has driven a transformation in payment systems toward digital transactions through the use of e-wallets. The OVO application has become one of the most widely used digital payment services among the public, including in Medan City. However, the use of such services is still influenced by various factors, such as perceived ease of use, security, user satisfaction, and trust. This study aims to analyze the effect of perceived ease of use and security on user trust in the OVO application, with user satisfaction acting as an intervening variable. This research employs a quantitative approach with an associative research design. The population of this study consists of OVO users in Medan City, categorized as an infinite population. The sample was determined using purposive sampling, with the criteria of active OVO users who have conducted transactions. The sample size was calculated based on five times the number of research indicators (27 items × 5), resulting in 135 respondents. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4 software The results indicate that perceived ease of use has a positive and significant effect on both trust and user satisfaction of the OVO e-wallet. In contrast, security does not have a significant effect on user trust but has a positive and significant effect on user satisfaction. Furthermore, user satisfaction has a positive and significant effect on user trust. Indirectly, user satisfaction is proven to mediate the effects of perceived ease of use and security on user trust in the OVO e-wallet.
The Influence of Electronic Service Quality and Service Convenience on User Loyalty Through User Satisfaction in The CITA Sampoerna Application in Tanjung Morawa District Rospita Simamora; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.198

Abstract

The development of digital technology has driven changes in business activities, particularly through the use of e-commerce–based applications that increasingly facilitate business actors in carrying out their operations. However, in the CITA Sampoerna application, there are still challenges in creating sustainable user satisfaction, which may ultimately affect user loyalty. This condition indicates that the service experience perceived by users, both in terms of system quality and ease of service access, is an important aspect that needs to be considered in order to maintain the continued use of the application amid the abundance of similar service alternatives. This study aims to examine and analyze the effect of electronic service quality and service convenience on user loyalty through user satisfaction in the CITA Sampoerna application in Tanjung Morawa District. This research employs a quantitative approach with an associative research type. The population of this study consists of 250 users (partners) of the CITA Sampoerna application in Tanjung Morawa District, with a sample of 146 respondents determined based on the Isaac & Michael table. The sampling technique used is probability sampling with a simple random sampling method. The data used include primary and secondary data obtained through questionnaires and documentation studies. The data analysis technique used is Structural Equation Modeling-Partial Least Squares (SEM-PLS) to examine the structural relationships among variables. The results show that electronic service quality and service convenience have a direct positive and significant effect on user loyalty and user satisfaction among users of the CITA Sampoerna application. Furthermore, indirect testing results also indicate that electronic service quality and service convenience have a positive and significant effect on user loyalty through user satisfaction among users of the CITA Sampoerna application in Tanjung Morawa District.
The Effect of Country of Origin Image and Corporate Social Responsibility on Customer Loyalty Toward Shiseido Products, with Brand Image as a Mediating Variable in Medan City Debora Tifani Turnip; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.200

Abstract

This study aims to analyze the influence of country-of-origin image and corporate social responsibility on consumer loyalty toward Shiseido products in Medan. Additionally, this study examines the role of brand image as a mediating variable in the relationship between country-of-origin image and corporate social responsibility on loyalty. The research sample was selected from Shiseido product users in Medan, resulting in a sample of 140 respondents. The analysis method used in this study is Partial Least Squares-based Structural Equation Modeling (PLS-SEM) using SmartPLS 4 software. The results indicate that country of origin image has a direct, positive, and significant effect on brand image, and corporate social responsibility has a direct, positive, and significant effect on brand image. However, country of origin image has a direct negative but insignificant effect on loyalty, while corporate social responsibility has a positive but insignificant effect on loyalty. Furthermore, brand image has a positive and significant effect on consumer loyalty. Furthermore, the country-of-origin image has a positive and significant indirect effect on loyalty through brand image, and corporate social responsibility has a positive and significant effect on loyalty through brand image. These findings suggest that consumer loyalty toward Shiseido products in Medan can be more effectively built by strengthening the brand image. Therefore, the company needs to strengthen its brand image by highlighting the advantages of its Japanese origin, premium product quality, technological innovation, and a relevant and transparent commitment to corporate social responsibility. An integrated approach between country of origin image, corporate social responsibility, and brand image can help Shiseido increase consumer loyalty and strengthen its competitiveness in the beauty industry.
The Influence of Product Innovation, Product Quality, and Price on Repurchase Decision at Elegant Guitar with Customer Satisfaction as an Intervening Variable Fakhri Lesmana; Endang Sulistya Rini; Fadli
Journal of Business Management Vol. 3 No. 2 (2025): December
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v3i2.165

Abstract

MSMEs are the leading sector of the Indonesian economy in achieving Indonesia's National Economic Growth. The problematic phenomenon faced by the MSME industry such as Elegant Guitar is the low level of sales due to weak repurchasing decisions from customers. The purpose of this study is to determine and analyze the effect of product innovation, quality of product, and price on Repurchase decisions through customer satisfaction at Elegant Guitar. This type of research is associative research and the data used is quantitative data. The research sample is 286 Elegant Guitar customers. The data analysis used is Partial Least Square Structural Equation Modeling. The results of the study directly show that product innovation has a negative and insignificant effect on customer satisfaction, product quality has a positive and significant effect on customer satisfaction, price has a positive and significant effect on customer satisfaction, product innovation has a negative and insignificant effect on repurchase decision, product quality has a positive but insignificant effect on repurchase decision, price has a positive and significant effect on repurchase decision, product innovation has a negative and insignificant effect on repurchase decision through customer satisfaction, product quality has a positive but insignificant effect on repurchase decision through customer satisfaction, and price has a positive but insignificant effect on repurchase decision through customer satisfaction.
The Influence of Instagram Social Media and User-Generated Content on Purchase Decision Through Brand Trust at Alligator Roastery Medan Dwi Sakinah; Endang Sulistya Rini; Yeni Absah
Journal of Business Management Vol. 3 No. 3 (2026): April
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v3i3.184

Abstract

Indonesia ranks fourth globally in coffee production, yet faces challenges in domestic market penetration. This study examines how Instagram social media marketing and User-Generated Content (UGC) influence purchase decisions through brand trust at Alligator Roastery Medan, a specialty coffee business experiencing declining customer visits from 680 daily visitors in 2022 to 420 in 2024. Using quantitative methodology with PLS-SEM analysis on 161 respondents selected through purposive sampling, data were collected via structured questionnaires. Results indicate that Instagram positively influences brand trust (β=0.423, p=0.004) and purchase decisions (β=0.298, p=0.005). UGC significantly affects brand trust (β=0.428, p=0.004) but shows no significant direct effect on purchase decisions (β=0.194, p=0.097). Brand trust mediates both relationships significantly and demonstrates the strongest direct effect on purchase decisions (β=0.456, p=0.000), explaining 80.8% of variance in purchase decisions. Findings suggest that digital marketing strategies must prioritize building brand trust through consistent, authentic content and leveraging consumer-generated content to enhance credibility and drive purchase behavior in the specialty coffee market.
The Effect of Online Customer Review and Online Customer Rating on Purchase Decision with Brand Image as Mediation on Shopee Marketplace in Medan City Wilson Pasaribu; Beby Karina Fawzeea Sembiring; Endang Sulistya Rini
Journal of Business Management Vol. 3 No. 1 (2025): August
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v3i1.148

Abstract

Shopee is one of the online shopping places in Indonesia that allows individuals, small shops, and brands to make online transactions. The Brand Image owned by Shopee is already known to the Indonesian people compared to several other e-commerce platforms. The purpose of this study is to analyze "The Effect of Online Customer Review and Online Customer Rating on Purchase Decision with Brand Image as mediation on Shopee Marketplace in Medan City". The data collected in this study are primary data and secondary data, which are collected through data collection instruments in the form of questionnaires, interviews and documentation studies. The sample in this study was 150 respondents. This study uses quantitative data, with the Partial Least Square (PLS) method. The test results show that partially brand image has a significant effect on purchase decision, online customer review has a significant effect on brand image, online customer review does not have a significant effect on purchase decision, online customer rating has a significant effect on brand image, online customer rating has a significant effect on purchase decision. Brand image as an intervening variable does not have a significant impact in increasing the influence of online customer rating on purchase decision. Brand image as an intervening variable as an intervening variable has a significant impact between the influence of online customer review on purchase decision.
Analysis of The Effect of Service Quality, Product Quality, and Price on Customer Loyalty at Seis Coffee with Customer Satisfaction as an Intervening Variable Muhammad Arby Prawira; Paham Ginting Sembiring; Endang Sulistya Rini
Journal of Business Management Vol. 3 No. 1 (2025): August
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v3i1.162

Abstract

The purpose of this study was to determine the effect of service quality, product quality, and price on customer satisfaction at Seis Coffee. To determine the effect of service quality, product quality, price, and customer satisfaction on consumer loyalty at Seis Coffee. To determine the effect of service quality, product quality, and price on consumer loyalty and customer satisfaction as intervening variables at Seis Coffee. The theories considered relevant in this study are service quality, product quality, price, customer satisfaction, and consumer loyalty. This study is a quantitative study using SPSS research techniques. The population in this study was Seis Coffee customers taken during the last 3 months, namely April to June 2025, as many as 1051 respondents, and the research sample obtained was 91 people using the Slovin formula with a precision of 10% with a confidence level of 90%. The data collection technique in this study was by distributing questionnaires. The data analysis technique in this study used multiple linear regression analysis and hypothesis testing using the SPSS program. The results showed that service quality did not have a significant effect on customer satisfaction, product quality had a positive and significant effect on customer satisfaction, and price had a positive and significant effect on customer satisfaction. Service quality did not affect consumer loyalty, product quality did not affect consumer loyalty, price had a positive and significant effect on consumer loyalty, and customer satisfaction had a positive and significant effect on consumer loyalty. The results of the Sobel test showed that customer satisfaction did not significantly mediate the effect of service quality on consumer loyalty. Customer satisfaction did not significantly mediate the effect of product quality on consumer loyalty, and customer satisfaction did not significantly mediate the effect of price on consumer loyalty.
Co-Authors Beby Karina Fawzeea Sembiring Debora Tifani Turnip Dwi Sakinah Fadli Fakhri Lesmana Ivo Arfiani Turnip Muhammad Arby Prawira Paham Ginting Sembiring Rospita Simamora Wilson Pasaribu Yeni Absah