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All Journal ESENSI: JURNAL BISNIS DAN MANAJEMEN IPTEK Journal of Proceedings Series Jurnal Bisnis dan Manajemen EQUILIBRIUM MIX : Jurnal Ilmiah Manajemen 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 Iqtishadia: Jurnal Kajian Ekonomi dan Bisnis Islam 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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What makes mobile apps users loyal? Customer engagement and customer equity roles Afiff Wira Pradana; Sri Rahayu Hijrah Hati
Proceeding of the International Conference on Family Business and Entrepreneurship 2022: Proceeding of 6th International Conference on Family Business and Entrepreneurship
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (405.479 KB) | DOI: 10.33021/icfbe.v3i1.3766

Abstract

Discussions regarding app loyalty will assist the company in developing existing features and creating new features. This study aims to determine customer equity mediation's role in customer engagement and loyalty. This study's novelty discusses factors that determine loyalty. Respondents in this study were the MyPertamina (application for cashless payment at Pertamina's public gas filling stations) users of 218 people registered in Indonesia. This research uses descriptive research design (cross-sectional) and Structural Equation Modeling (SEM). The research data were processed by using SmartPLS software with a partial least square technique to test the hypothesis. The empirical findings show that customer engagement positively affects customer equity, customer equity positively affects customer loyalty, and customer equity mediates the influence between customer engagement and customer loyalty.
The Anomaly OF Airline Passenger Behavioral Intention: A Comparison Between Low-Cost and Full-Service Airlines Maulisa, Auryn Rachma; Hijrah Hati, Sri Rahayu
ASEAN Marketing Journal Vol. 10, No. 2
Publisher : UI Scholars Hub

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Manuscript type: Research paper Research Aims: This study investigates the effect of service quality, perceived value for money, and customer satisfaction based on behavioral intentions to re-use, be loyal, and to recommend the airlines to others, in low-cost and full-service airlines. Design/methodology/approach: The online survey was conducted to 161 low-cost and 156 full-service airline passengers Research Findings: The study indicates that the most robust variable that influences the airline passengers’ behavioral intention is customer satisfaction. The study also indicates that customer satisfaction has a positive impact on passengers’ behavior intention in both the low cost and full-service customer groups. The study shows an anomaly in regard to the effect of value for money and service quality on behavioral intention. Although it is expected that perceived value for money will positively and significantly influence behavioral intention of low-cost airline customers, the study found that the impact of the variable is not significant in this customer group. In contrast, it is predicted that service quality will have a more positive impact on full- service airline passenger, but the study found no direct effect of the variable on the customer behavioral intention. Theoretical Contribution/Originality: The study will shed light on the relative importance of value for monet and service quality in the market where the low-cost carrier become the key players. Practitioner/Policy Implication: The results indicate that the characteristics and the antecedents of the behavioral intention of the airline passenger might have changed. Therefore, the airline company should make some adaptation on their marketing strategy especially in regard to the pricing and service quality. Research limitation/Implications: This study only distinguishes between low-cost and full- service airlines in general, without really considering the brand specifics of each airline. Thus, an inaccurate picture of a specific brand may be presented, since the performance of each brand is so different. The future researcher can investigate the robustness of the model and relationships among variables among different airlines brand.
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.
Co-Authors 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