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Beby Karina Fawzeea Sembiring
University of North Sumatera
Economics, Econometrics & Finance

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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 Quality, Price, and Service Quality on Customer Satisfaction and Repurchase Intention at Jagar Coffee and Eatery Medan David Pranata Pakpahan; Arlina Nurbaity Lubis; 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.v4i1.201

Abstract

This study aims to determine and analyze the influence of product quality, price, and service quality on customer satisfaction and repurchase intention at Jagar Coffee and Eatery. This research is an associative study utilizing quantitative data. The population in this study consists of all customers of Jagar Coffee and Eatery, the exact number of whom is unknown. The sample size for this research is 151 respondents. The sampling technique employed is purposive sampling, with the criteria that respondents must have previously made a purchase at Jagar Coffee and Eatery and are at least 17 years old. Data analysis was conducted using Structural Equation Modeling-Partial Least Square (SEM-PLS). The results of this study indicate that product quality and service quality have a direct, positive, and significant effect on customer satisfaction, whereas price does not have a significant effect on customer satisfaction. Product quality, price, and service quality do not have a direct, significant effect on customer repurchase intention. Customer satisfaction has a positive and significant effect on customer repurchase intention. Indirectly, product quality and service quality have a positive and significant effect on repurchase intention through customer satisfaction. Meanwhile, price does not have a significant effect on repurchase intention through customer satisfaction.
The Effect of Risk Perception and Perceived Ease of Use on Intention to Use Dana E-Wallet in Medan City with E-Trust as an Intervening Variable Plantation Angellia Saragih; Arlina Nurbaity; 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.v4i1.195

Abstract

Advances in information technology have brought significant transformations in digital payment systems, particularly through the adoption of e-wallets as fast, easy, and secure transaction solutions. Medan, as one of Indonesia's metropolitan cities, has witnessed a growing trend in e-wallet usage, especially the DANA application. However, digital payment technology adoption still faces challenges related to risk perception and user trust. This study aims to analyze the influence of risk perception and perceived ease of use on the intention to use the DANA e-wallet in Medan City, with e-trust as an intervening variable. A quantitative approach with an associative research design was employed. The study population consists of DANA e-wallet users in Medan City (total population of 2,474,166 residents), classified as an infinite population. A sample of 165 respondents was selected through purposive sampling, with the criterion of having used DANA at least twice in the past three months. Data were collected through questionnaires distributed at coffee shops across 21 sub-districts (kecamatan) of Medan. Data analysis was performed using Structural Equation Modeling – Partial Least Squares (SEM-PLS) with SmartPLS 4. The results indicate that: (1) risk perception has a direct negative and insignificant effect on usage intention; (2) risk perception has a negative and insignificant effect on e-trust; (3) perceived ease of use has a direct positive and significant effect on usage intention; (4) perceived ease of use has a positive and significant effect on e-trust; (5) e-trust has a positive and significant effect on usage intention; (6) e-trust does not mediate the relationship between risk perception and usage intention; and (7) e-trust significantly mediates the relationship between perceived ease of use and usage intention. These findings highlight that ease of use and e-trust are the dominant factors driving DANA e-wallet adoption in Medan City.
The Influence of Customer Experience and Social Media Marketing on Customer Loyalty Through Customer Satisfaction at Teraseduh Medan Samuel Morales Pandapotan Simanjuntak; Beby Karina Fawzeea Sembiring; Amlys Syahputra Silalahi
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.v3i3.189

Abstract

The coffee shop industry in Medan City has experienced significant growth, but faces challenges in maintaining customer loyalty. This study analyzes the influence of customer experience and social media marketing on customer loyalty through customer satisfaction at Teraseduh Medan, a coffee shop that experienced a decrease in visits from 680 visitors per day (2022) to 420 visitors (2024). Using a quantitative method with PLS-SEM analysis on 135 respondents selected through purposive sampling, data were collected through a structured questionnaire. The results showed that customer experience had a positive and significant effect on customer satisfaction (β=0.441, p=0.000) and customer loyalty (β=0.324, p=0.000). Social media marketing has a positive and significant effect on customer satisfaction (β=0.513, p=0.000) and customer loyalty (β=0.201, p=0.036). Customer satisfaction was proven to mediate the relationship between customer experience (β=0.146, p=0.002) and social media marketing (β=0.170, p=0.002) on customer loyalty, and showed the strongest direct influence on customer loyalty (β=0.331, p=0.000), explaining the 40.6% variance in customer loyalty decisions. These findings confirm that digital marketing strategies should be prioritized through consistent and authentic quality improvement of customer experiences, as well as the utilization of interactive social media content to strengthen satisfaction and drive customer loyalty in the specialty coffee industry.
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.
The Influence of Work Engagement and Ambidextrous Organization on Employee Performance with Innovative Behavior as a Mediating Variable at the Housing and Settlement Area Agency of North Sumatra Province Ade Saputra; Elisabet Siahaan; Beby Karina Fawzeea Sembiring
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.v3i1.155

Abstract

In a dynamic work environment, employee performance is influenced by the level of work engagement and the organization’s ability to manage exploration and exploitation in a balanced manner (ambidexterity). Organizations that effectively implement ambidexterity can encourage employees to be more innovative, ultimately contributing to improved performance. This study aims to examine and analyze the influence of work engagement and organizational ambidexterity on employee performance, with innovative behavior as a mediating variable at Dinas Perumahan dan Kawasan Permukiman Provinsi Sumatera Utara. This is a quantitative study using an explanatory research design. The population in this study consists of all employees at Dinas Perumahan dan Kawasan Permukiman Provinsi Sumatera Utara, totaling 75 individuals. The sampling method used was a saturated sample, in which the entire population was used as the research sample. Data were analyzed using Structural Equation Modeling. The results show that work engagement has a direct, positive, and significant effect on employee performance, and organizational ambidexterity also has a direct, positive, and significant effect on employee performance. Furthermore, innovative behavior has a direct, positive, and significant effect on employee performance, and both work engagement and organizational ambidexterity have a direct, positive, and significant effect on innovative behavior. Indirectly, work engagement and organizational ambidexterity positively and significantly influence employee performance at Dinas Perumahan dan Kawasan Permukiman Provinsi Sumatera Utara through the mediation of innovative behavior
Co-Authors Ade Saputra Amlys Syahputra Silalahi Angellia Saragih Arlina Nurbaity Arlina Nurbaity Lubis David Pranata Pakpahan Debora Tifani Turnip Elisabet Siahaan Endang Sulistya Rini Rospita Simamora Samuel Morales Pandapotan Simanjuntak Wilson Pasaribu