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All Journal ESENSI: JURNAL BISNIS DAN MANAJEMEN IPTEK Journal of Proceedings Series Jurnal Bisnis dan Manajemen MIX : Jurnal Ilmiah Manajemen Binus Business Review Journal of Business and Behavioural Entrepreneurship Syntax Literate: Jurnal Ilmiah Indonesia EKONOMIS : Journal of Economics and Business Jurnal Ekonomi & Keuangan Islam JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Ilmiah Manajemen Kesatuan ASIAN JOURNAL OF ISLAMIC MANAGEMENT (AJIM) Nusantara Science and Technology Proceedings Journal La Sociale Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF) ASEAN Marketing Journal Jurnal Manajemen dan Pemasaran Jasa
Hati, Sri Rahayu Hijrah
Departement Of Economy And Business, University Of Indonesia
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Social Sciences Other

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Servqual Influence on Customer Satisfaction, Complaints, Engagement, and Loyalty in Indonesia’s Biggest Internet Provider Malinda Puteri Kusaeni; Sri Rahayu Hijrah Hati
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (970.028 KB) | DOI: 10.36418/syntax-literate.v7i11.12227

Abstract

Since the epidemic, digitization has advanced more quickly than anybody could have anticipated. From 2019 to 2021, IndiHome's product surpasses its rivals by controlling more than 80% of the market share. On the other hand, it is paradoxical that IndiHome would lose close to 10% of its customers in 2022 while also gaining more. This study aims to examine the influence of service quality and lead to customer satisfaction on IndiHome by PT. Telkom Indonesia. In addition, the researcher also explores the relationship between customer satisfaction, customer complaints, customer engagement, and customer loyalty in the telecommunication industry. With information gathered from users in the Jabodetabek area, SEM PLS will be utilized to examine the association between the dependent and independent variables individually. Results indicated that CS is crucial, particularly for internet service providers where SQ is important. The results also found that customer satisfaction and customer engagement have a positive effect on customer loyalty. But the relationship of customer satisfaction toward customer complaints, then toward loyalty, is shown to be unsignificant. The findings give marketers in the same business a scientifically validated example from Indonesia's largest internet service provider to sharpen competitiveness in the industry's constantly expanding market. This research was conducted only focused on revealing the relationship between customer satisfaction and customer complaints then to loyalty, without analyzing what factors lead to customers filing a complaint. Therefore, future research is expected to be able to test the determinant factors of the complaints.
Why Buy When You Can Rent: Analisis Continuance Intention Pengguna Luxury Fashion Rental di Indonesia Putri Intan Larasati; Sri Rahayu Hijrah Hati
Jurnal Bisnis dan Manajemen Vol 10, No 1 (2023): Jurnal Bisnis dan Manajemen Volume 10 Nomor 1 Tahun 2023
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jbm.v10i1.10712

Abstract

Industri luxury fashion rental (LFR) yang tengah berkembang di Indonesia dalam beberapa tahun terakhir telah memberikan kesempatan bagi penggunanya untuk mengakses produk-produk mewah tanpa harus membelinya. Penelitian ini bertujuan untuk mengidentifikasi motivasi yang mendorong continuance intention pada LFR dengan menggunakan self-determination theory. Data yang terkumpul dari 313 responden di Indonesia diolah dengan SEM-PLS. Temuan penelitian menunjukkan bahwa perceived usefulness, enjoyment, sense of belonging dan uniqueness dapat mempengaruhi continuance intention secara positif. Temuan lain mengungkap bahwa perceived usefulness secara positif memediasi economic benefit dan convenience terhadap continuance intention. Penelitian ini juga mengungkap peran enjoyment secara positif memediasi dari sustainability dan trust terhadap continuance intention.
The Effectiveness of Social Media Marketing Activities in Building Brand Equity and Patient Trust and its Influence on Visit Intention in Private Hospitals Nabila Mu’taz Dzakiyya; Sri Rahayu Hijrah Hati
Journal La Sociale Vol. 5 No. 2 (2024): Journal La Sociale
Publisher : Borong Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journal-la-sociale.v5i2.1065

Abstract

Technological developments and increasingly fierce competition for private hospitals have forced private hospitals to innovate with each other to promote their services through social media. The research aims to measure how effective the implementation of social media marketing activities is in building brand awareness, brand image, brand equity, and trust from private hospital patients and their influence on visit intention. This study uses quantitative methods, and the data obtained will be processed using CB-SEM with the IBM AMOS application, analyzing 264 questionnaire responses. The study results show that social media marketing activities affect brand awareness, brand image, and trust but do not affect visit intention. Meanwhile, trust and brand equity have a significant impact on visit intentions. However, brand awareness does not affect brand image, yet both significantly impact brand equity. This study shows that collaboration between variables is needed to impact patient visit intentions positively. It is hoped that this research can help the management of private hospitals and other health facilities in forming marketing strategies through social media activities.
Multigroup Analysis of E-Service Quality, Satisfaction, and Loyalty in E-Grocery Services Fadhil, Muhammad; Hati, Sri Rahayu Hijrah
Jurnal Akuntansi, Keuangan, dan Manajemen Vol. 6 No. 3 (2025): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i3.4456

Abstract

Purpose: E-Grocery is a business-to-consumer (B2C) e-Commerce with the main objective of selling groceries online. The characteristics of this service include using a digital system (application/website) and sending goods immediately (door-step delivery). Amid the widespread use of e-Grocery, this study explores the relationship between e-Service Quality, e-Satisfaction, and e-Loyalty for e-Grocery products in Indonesia. Methodology: The data collected in this study were obtained from 330 respondents who were e-grocery users in Indonesia. Results: The model was estimated using partial least squares structural modeling (PLS-SEM) and multigroup analysis bootstrapping using Jamovi and SmartPLS version 4. After conducting this research, it was found that Utilitarian and Hedonic aspects have a significant relationship with e-Service Quality, e-Service Quality has an effect on e-Satisfaction, and there is a positive relationship between e-Satisfaction and e-Loyalty. Conclusions: The findings confirm a sequential relationship between utilitarian/hedonic motivations, perceived service quality, customer satisfaction, and loyalty in the context of Indonesian e-grocery services. Sociodemographic variables moderate the strength of these relationships, suggesting the importance of customer segmentation strategies in improving service outcomes. Limitations: This study is limited to the Indonesian market and may not fully represent consumer behavior in other cultural or regional contexts. Moreover, the cross-sectional design restricts the ability to infer causality, and potential self-reporting bias may affect the reliability of the responses. Contribution: This study contributes to the literature on e-commerce and digital consumer behavior by demonstrating the mediating role of satisfaction in the e-service environment and the moderating effects of demographic characteristics.  
Millennials’ continuous purchase drivers for halal Japanese restaurant Yasera, Yuciko Ichwanda; Hati, Sri Rahayu Hijrah
Asian Journal of Islamic Management (AJIM) VOLUME 7 ISSUE 1, 2025
Publisher : Faculty of Business & Economics, Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/AJIM.vol7.iss1.art6

Abstract

Purpose – This study examines how consumption values influence attitudes toward halal certification and continuous purchase intention in Japanese restaurants in Indonesia, using millennial perceptions. It explores the impact of consumption value on millennial consumer behavior following the government’s halal certification mandate.Methodology – A quantitative approach was used to collect data from 225 social media-active respondents who had dined at halal-certified Japanese restaurants. Structural Equation Modeling-Partial Least Squares (SEM-PLS) analyzes the relationships between consumption values, attitudes, and continuous purchase intention.Findings – Food safety concerns, health consciousness, prestige value, affordance value, visibility value, and emotional value positively influenced attitudes toward halal certification and continuous purchase intention. However, price value did not have a significant direct effect on continuous purchase intention, although it showed a different result in relation to attitudes toward halal certification. Attitude and health consciousness were the most influential antecedent variables affecting continuous purchase intention among millennials.Implications – These findings provide valuable insights for halal food businesses, particularly Japanese restaurant operators, by identifying the key consumption values that shape Muslim millenial consumers’ eating preferences. Understanding these factors can help businesses and policymakers refine their marketing strategies to attract and retain halal-conscious consumers in Indonesia’s growing industry.Originality – This study provides empirical evidence of how different consumption values shape consumer attitudes and purchasing behavior in halal-certified Japanese restaurants, addressing a gap in the understanding of the effects of government regulations on halal-conscious consumer decisions.
Effect of consumption value on green purchase intention of organic food: The mediation role of attitude and green trust Nadifa, Athisya Putri; Hati, Sri Rahayu Hijrah
Jurnal Manajemen dan Pemasaran Jasa Vol. 16 No. 2 (2023): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/v16i2.17134

Abstract

In recent years, customer interest in environmentally friendly products has been increasing, especially in organic products. In Indonesia, awareness of organic food products has started to appear since 2014. This study analyzed the influencing of consumption values on organic food green purchase. Moreover, the consumption values analyzed in this research includes conditional values, emotional values, functional values and social values. Moreover, this research also analyzed the mediating role of attitude and green trust. This research is a single quantitative cross-sectional study with a total of 265 respondents. In addition, the data was processed using SmartPLS 3.2.9 with the PLS-SEM method. The results of this study indicate that functional values and emotional values can influence green purchase intention. Meanwhile, attitude have the ability to mediate the relationship between all four consumption values and green purchase intention. The result of this study provides organizations, entrepreneur, and the government with information regarding green consumption that can be used to develop strategies and approaches to enhance consumer’s organic food buying intention. Moreover, marketers should utilize functional benefits and emotional benefits, as well as benefiting from customer’s positive attitude towards organic food purchases.
Utilizing social media marketing (SMM) initiatives to create customer brand engagement (CBE) and brand loyalty: Mediating impacts of brand trust, brand awareness, and brand image Salsabila, Salsabila; Hijrah Hati, Sri Rahayu
Jurnal Manajemen dan Pemasaran Jasa Vol. 17 No. 1 (2024): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v17i1.18741

Abstract

This study investigates the influence of brand interactivity, brand involvement, and SMM elements (entertainment, trendiness, customization, EWOM, and interaction) on brand-related outcomes (brand trust, brand awareness, brand image, and brand loyalty) through the role of social media CBE. An online survey was used to collect information from a total of 298 participants who are followers of Netflix Indonesia’s Instagram page selected through purposive sampling. SEM-PLS was used to analyze the collected data. This study finds the significant influence of some of the analyzed SMM variables on CBE and brand-related outcomes. This study also shows the mediating role of brand trust, brand image, and brand awareness. However, the findings do not show any significant influence from entertainment, customization, interaction, and brand interactivity toward CBE. Therefore, the result of this study can be used as a refernce for futher studies and marketers when strategizing social media campaigns.
Analysis of Factors Influencing Impulsive Buying Behavior and the Role of Influencer Marketing in Electronic Commerce Pangestu, Raka; Hati, Sri Rahayu Hijrah
Ekonomis: Journal of Economics and Business Vol 9, No 1 (2025): Maret
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v9i1.2015

Abstract

This study aims to explore how external factors such as demand, interactivity, e-commerce anchor attributes, playfulness, perceived scarcity, immersion, and convenience affect the perception of enjoyment and involvement in impulsive buying behavior in e-commerce in Indonesia. A total of 393 respondents who have experienced and enjoyed the live streaming shopping feature and made purchases on one e-commerce platform were used. The analysis was carried out using SmartPLS 4.0. The results showed that e-commerce anchor attributes, playfulness, perceived scarcity, immersion, and convenience have a positive effect on the perception of enjoyment and interactivity which ultimately have a positive effect on impulsive buying behavior. However, one demand variable and the two convenience variables did not have a positive effect.
The Role of Social Commerce Trust and Satisfaction on TikTok Consumer Purchasing Behavior Nur Islah Prestyasih; Sri Rahayu Hijrah Hati
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 4 (2025): JIMKES Edisi Juli 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i4.3455

Abstract

The rapid rise of social commerce, especially on platforms like TikTok, has transformed how consumers engage in online shopping. This study investigates the influence of social commerce trust and satisfaction on purchasing behavior among Indonesian TikTok users, using trust transfer theory and socio-technical theory. A quantitative approach was employed, involving 271 valid respondents who had shopped on TikTok Shop within the past three months. Data were collected through an online questionnaire and analyzed using SmartPLS 3 with a disjoint two-stage approach. The results show that social support, customer review quality, and surface credibility significantly influence social commerce trust, while social media activities do not. Additionally, trust positively affects satisfaction, which in turn enhances purchasing behavior. Surface credibility also directly impacts satisfaction. These findings underscore the importance of credible user-generated content and peer interactions in building consumer trust and satisfaction in social commerce. Practically, businesses can leverage customer reviews, social support, and interface credibility to increase user engagement and conversion rates. The study contributes theoretically by integrating multi-dimensional trust constructs and practical strategies for improving TikTok-based commerce. Future research should explore other age groups, platforms, and broader trust dimensions for a more comprehensive understanding of social commerce behavior.
Drivers of Green Apparel Purchase in Indonesia: Willingness to Pay as a Moderator Abdullah Dawamuz Zikri; Sri Rahayu Hijrah Hati
Binus Business Review Vol. 17 No. 1 (2026): Binus Business Review (in press)
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v17i1.14009

Abstract

In response to increasing environmental concerns and consumer demand, many apparel industries have adopted sustainable practices to reduce the environmental impact of textile waste and production processes. However, actual purchases of green products remain relatively low due to a gap between consumer intention and behavior. While previous studies have explored various determinants of green purchasing, limited research has integrated psychological factors from the Theory of Planned Behavior (TPB) with value-based constructs to explain this gap, particularly within Indonesia’s price-sensitive fashion market. This research investigated the factors influencing green apparel purchase intention and behavior in Indonesia by extending the TPB with additional variables: trust, green purchase value, environmental concern, environmental knowledge, and perceived consumer effectiveness. It also examined the moderating effect of Willingness to Pay. A quantitative approach was employed, using survey data from 496 Indonesian consumers, and the analysis was conducted using Structural Equation Modeling – Partial Least Squares (SEM-PLS). Results show that green purchase value significantly influences trust and attitude, while perceived consumer effectiveness, environmental concern, and environmental knowledge significantly affect attitude, subjective norms, and perceived behavioral control. Subjective norms significantly affect green purchase intention, which in turn significantly predicts green purchase behavior. Willingness to pay moderates the relationship between green purchase intention and green purchase behavior. The research contributes theoretical originality by bridging TPB and value-based perspectives and provides practical insights for businesses seeking to translate sustainable intentions into actual green apparel purchases in Indonesia.
Co-Authors Abdullah Dawamuz Zikri Afiff Wira Pradana Ajeng Larasati Anya Safira Athaya Tsamara Zahra Auryn Rachma Maulisa Daryanti, Sri Dony Abdul Chalid Exval Mahendra Saputro Faisal Arsya Rakhmada Ganto Novialdi Gita Gayatri, Gita Hapsari Setyowardhani Indraswari, Kenny Devita Katria Arintya Anindyantari Malinda Puteri Kusaeni Maulisa, Auryn Rachma Muhammad Elbert Ongko Muhammad Fadhil Nabila Mu’taz Dzakiyya Nadifa, Athisya Putri Nur Islah Prestyasih Pangestu, Raka Putri Intan Larasati Ratnasari, Nissa Ghulma Salsabila, Salsabila Samuel Pandhega Savira Miranti Wibowo, Sigit Sulistyo Yasera, Yuciko Ichwanda