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Importance-Performance (IPMA) Analysis of Loyalty in Indonesia Cellular Operator During COVID-19 Pandemic Rachmawati, Indira
Jurnal Manajemen Teknologi Vol 19, No 2 (2020)
Publisher : SBM ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12695/jmt.2020.19.2.5

Abstract

Abstract. During the pandemic of Covid-19, customer loyalty becomes the crucial thing that needs to be concerned by cellular operators due to the internet usage is growing rapidly in the activities of work from home and study from home. In dealing with this, the company can find out from the user response regarding to their experience, satisfaction, switching barriers, and corporate image. User experience consists of functionality, social, monetary, trustworthiness, and perceived service quality. This research was conducted to 385 respondents of Indonesian cellular operators that was spread by internet survey. expert opinion was conducted before distributing questionnaires as many as 75 items with quota sampling technique. Based on Importance and Performance Matrix Analysis (IPMA) results, it was found that companies must concentrate first on trustworthiness, satisfaction, and corporate image. Then pay attention to monetary, switching barriers, and social. Variables that were considered low priority are functionality and perceived service quality, this is because the company's performance was very high compared to the level of importance of the user.Keywords: Corporate image, COVID-19, IPMA, loyalty, user experienceAbstrak. Saat pandemi Covid-19, loyalitas pelanggan menjadi hal krusial yang perlu diperhatikan oleh operator seluler karena penggunaan internet berkembang pesat dalam aktivitas bekerja dari rumah dan belajar dari rumah. Dalam menghadapi hal ini, perusahaan dapat mengetahui dari tanggapan pengguna mengenai pengalaman, kepuasan, peralihan hambatan, dan citra perusahaan mereka. Pengalaman pengguna terdiri dari fungsionalitas, sosial, moneter, kepercayaan, dan kualitas layanan yang dirasakan. Penelitian ini dilakukan terhadap 385 responden operator seluler Indonesia yang disebarkan melalui survei internet. Pendapat ahli dilakukan sebelum menyebarkan kuesioner sebanyak 75 item dengan teknik quota sampling. Berdasarkan hasil Importance and Performance Matrix Analysis (IPMA), ditemukan bahwa perusahaan harus berkonsentrasi terlebih dahulu pada kepercayaan, kepuasan, dan citra perusahaan. Kemudian perhatikan moneter, peralihan hambatan, dan sosial. Variabel yang dianggap prioritas rendah adalah fungsionalitas dan persepsi kualitas layanan, hal ini dikarenakan kinerja perusahaan sangat tinggi dibandingkan dengan tingkat kepentingan pengguna.Kata Kunci: Citra perusahaan, COVID-19, loyalitas, pengalaman pengguna
Customer's Loyalty of Indonesia Cellular Operators in The Pandemic of COVID-19 Rachmawati, Indira
Jurnal Manajemen Teknologi Vol 19, No 3 (2020)
Publisher : SBM ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12695/jmt.2020.19.3.1

Abstract

Abstract. The cellular operators business in Indonesia has significantly increased during pandemic of COVID-19 since the issuance of the government regulation regarding work from home and study from home. The increasing number of subscribers is getting higher along with the increasing high churn rate. The intention of the study was to determine the potential predictors of customer's loyalty to cellular operators. The findings show, First, user experience directly influences loyalty. Second, corporate image is revealed to strengthen the effect of user experience on switching barriers and subsequent impact on loyalty, which indicates that a good corporate image can increase customer loyalty. Third, satisfaction and switching barriers mediate the relationship between user experience and loyalty. This implies that if users perceive a good experience with their operators, they will satisfied and loyal to the current operator. In line with this situation, if there are too many barriers to switch to other operators and they believe getting value for money, they will remain loyal. The conceptual research framework proposed can be differentiated between users who perceived corporate image is high and those who perceived corporate image is low; they can be differentiated between pre-paid and post-paid cellular users. The contribution of this study lies in the fact that the path between the five dimensions of user experience to loyalty of cellular operator, the combination with the mediator of satisfaction and switching barrier to loyalty, the moderating role of corporate image which affects the direction and strengthen the relationship between user experience and switching barriers.Keywords: Cellular operators, corporate image, COVID-19, loyalty, user experienceAbstract. Bisnis operator seluler di Indonesia mengalami peningkatan yang signifikan selama pandemi COVID-19 sejak dikeluarkannya peraturan pemerintah tentang bekerja dari rumah dan belajar dari rumah. Jumlah pelanggan yang semakin meningkat seiring dengan churn rate yang semakin tinggi. Tujuan dari penelitian ini adalah untuk menentukan prediktor potensial dari loyalitas pelanggan kepada operator seluler. Temuan menunjukkan, Pertama, pengalaman pengguna secara langsung memengaruhi loyalitas. Kedua, pengungkapan citra perusahaan untuk memperkuat pengaruh pengalaman pengguna terhadap peralihan hambatan dan dampak selanjutnya terhadap loyalitas, yang menunjukkan bahwa citra perusahaan yang baik dapat meningkatkan loyalitas pelanggan. Ketiga, kepuasan dan peralihan hambatan memediasi hubungan antara pengalaman pengguna dan loyalitas. Ini menyiratkan bahwa jika pengguna merasakan pengalaman yang baik dengan operator mereka, mereka akan puas dan setia kepada operator saat ini. Sejalan dengan situasi ini, jika ada terlalu banyak hambatan untuk beralih ke operator lain dan mereka yakin mendapatkan nilai uang, mereka akan tetap setia. Kerangka penelitian konseptual yang diusulkan dapat dibedakan antara pengguna yang mempersepsikan citra perusahaan tinggi dan yang mempersepsikan citra perusahaan rendah; mereka dapat dibedakan antara pengguna seluler prabayar dan pascabayar. Kontribusi penelitian ini terletak pada kenyataan bahwa jalur antara lima dimensi pengalaman pengguna ke loyalitas operator seluler, kombinasi dengan mediator kepuasan dan pengalihan penghalang ke loyalitas, peran moderasi citra perusahaan yang mempengaruhi arah dan memperkuat hubungan antara pengalaman pengguna dan peralihan hambatan.Kata kunci: Citra perusahaan, COVID-19, loyalitas, operator seluler, pengalaman pengguna
Pengaruh Advertising Awareness Terhadap Brand Equity di Media Sosial Tiket.com: Brand Awareness dan Brand Image Sebagai Variabel Intervening Tarandhika Tantra; Indira Rachmawati; Alvian Putra Pamungkas
Journal of Information System, Applied, Management, Accounting and Research Vol 6 No 1 (2022): JISAMAR: February 2022
Publisher : Sekolah Tinggi Manajemen Informatika dan Komputer Jayakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52362/jisamar.v6i1.675

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Penggunaan teknologi informasi hampir merapa pada seluruh lini kehidupan masyarakat. Online Travel Agent merupakan salah satu representasi dari kemajuan teknologi informasi tersebut. Tiket.com didirikan tahun 2011 merupakan pionir dari perkembangan online travel agent di Indonesia, namun kalah saing dengan aplikasi serupa. Untuk mendapatkan awareness masyarakat, online travel agent dapat melakukan aktivitas advertising yang juga menyesuaikan dengan perkembangan media sosial. Tujuan penelitian ini untuk mengetahui pengaruh advertising awareness Tiket.com di media sosial dalam membentuk brand equity. Penelitian ini juga dilakukan untuk mengetahui peran brand awareness dan brand image sebagai variable intervening. Penelitian ini dilakukan sercara kuantitatif dengan 400 responden Tiket.com. Teknik analisis menggunakan Structural equation model (SEM) dengan menggunakan software AMOS24. Hasil penelitian menunjukan, advertising awareness berpengaruh positif terhadap brand awareness, brand image, dan brand equity. Brand image memiliki pengaruh positif terhadap brand equity. Sedangkan diketahui bahwa advertising awareness tidak memiliki pengaruh positif pada brand equity
Behavioral Intention of Consumer Towards The Existence of Go-Food Nabila Nastiti; Indira Rachmawati
Jurnal Manajemen Bisnis Performa Vol 16, No 2 (2019)
Publisher : Universitas Islam Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/performa.v16i2.3596

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ABSTRACTThe existence of e-commerce in Indonesia makes it easy for everyone to access and get the products or services they need. One of the e-commerce game changers in Indonesia is GO-JEK which also drives Go-Food as the largest food delivery service currently in Indonesia. This study aims to determine the value of customers to Hedonic Motivation variables, prior Online Purchasing Experience, Time Savings Orientation, and Price Savings Orientation, Motivational Comfort and Usage Utility, Attitude to Online Food Delivery Service (AODS). Behavior Intention on Online Food Delivery Service (BIOFDS), Convenience Motivation, Affects Usage Post-Use. And to know Attitude variable to Online Food Delivery Service. Purposive sampling was used in this study with 400 valid questionnaires which contain 29 items question that have been distributed online. Partial Least Square (PLS) was used in this study. Two variables, price saving orientation to convenience motivation and convenience motivation towards attitude have no positive effect. Convenience motivation has the biggest positive relationship to behavioral intention towards online food delivery service.Keywords: convenience motivation, post-usage usefulness, attitude towards online food delivery system, behavioral intention towards food delivery system ABSTRAKKeberadaan e-commerce di Indonesia memudahkan semua orang untuk mengakses dan mendapatkan produk atau layanan yang mereka butuhkan. Salah satu pengubah permainan e-commerce di Indonesia adalah GO-JEK yang juga menjadikan Go-Food sebagai layanan pengiriman makanan terbesar saat ini di Indonesia. Penelitian ini bertujuan untuk menentukan nilai pelanggan terhadap variabel Motivasi Hedonic, Pengalaman Pembelian Online sebelumnya, Orientasi Penghematan Waktu, dan Orientasi Penghematan Harga, Kenyamanan Motivasi dan Utilitas Penggunaan, Sikap terhadap Layanan Pengiriman Makanan Online (AODS). Niat Perilaku pada Layanan Pengiriman Makanan Online (BIOFDS), Motivasi Kenyamanan, Mempengaruhi Penggunaan Pasca Penggunaan. Dan untuk mengetahui variabel Attitude terhadap Layanan Pengiriman Makanan Online. Purposive sampling digunakan dalam penelitian ini dengan 400 kuesioner yang valid yang berisi 29 item pertanyaan yang telah didistribusikan secara online. Partial Least Square (PLS) digunakan dalam penelitian ini. Dua variabel, orientasi penghematan harga untuk motivasi kenyamanan dan motivasi kenyamanan terhadap sikap tidak memiliki efek positif. Motivasi kenyamanan memiliki hubungan positif terbesar dengan niat perilaku terhadap layanan pengiriman makanan online.Kata Kunci: motivasi kenyamanan, kegunaan pasca penggunaan, sikap terhadap sistem pengiriman makanan online, niat perilaku terhadap sistem pengiriman makanan
Perceived E-Service Quality dan Brand Equity Produk Tcash Putra Akbar Pangestu; Indira Rachmawati
Jurnal Manajemen Bisnis Performa Vol 16, No 2 (2019)
Publisher : Universitas Islam Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/performa.v16i2.3634

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ABSTRAK Penelitian ini bertujuan untuk menguji dampak dari variabel Perceived E-Service Quality, Satisfaction, Trust, Terhadap Loyalty dan Brand Equity. Objek pada penelitian ini ditujukan kepada pengguna aktif Tcash di Kota Bandung. Sebanyak 400 responden sudah didapatkan melalui penyebaran kuesioner yang terdiri dari 35 butir pernyataan di Kota Bandung dengan mengunakan metode non probability sampling. Pengolahan data pada penelitian ini dilakukan dengan menggunakan SmartPLS 3.0. Hasil penelitian menyatakan bahwa variabel Delivery Quality memiliki pengaruh positif dan signifikan terhadap Trust, variabel Outcome Quality memiliki pengaruh positif dan signifikan terhadap Satisfaction, Trust dan Satisfaction memiliki pengaruh positif dan signifikan terhadap Loyalty, Loyalty  memiliki pengaruh positif dan signifikan terhadap Brand Equty,Trust dan Satisfaction. Kata kunci: Brand Equity, Loyalty, Perceived E-Service Quality, Satisfaction, Trust ABSTRACT This study aims to examine the impact of Perceived E-Service Quality, Satisfaction, Trust, Loyalty and Brand Equity variables. Objects in this study addressed to active users Tcash in Bandung. A total of 400 respondents have been obtained through the distribution of questionnaires consisting of 35 points statement in the city of Bandung by using the method of non-probability sampling. Data processing in this research is done by using SmartPLS 3.0. The result of this research stated that Delivery Quality variable has positive and significant influence to Trust, Outcome Quality variable has positive and significant influence to Satisfaction, Trust and Satisfaction has positive and significant influence to Loyalty, Loyalty has positive and significant influence to Brand Equty, Trust and Satisfaction. Keywords: Brand Equity, Loyalty, Perceived E-Service Quality, Satisfaction, Trust
Pengaruh Citra Merek dan Kualitas Informasi terhadap Minat Beli Sociolla Rizky Tiara Prabandini; Indira Rachmawati
Jurnal Manajemen Bisnis Performa Vol 18, No 1 (2021)
Publisher : Universitas Islam Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/performa.v18i1.7890

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ABSTRACT The rapid technological development plays an important role in the presence and development of the internet. The internet has made enormous changes in all fields, including the business world that produces e-commerce and makes changes in conventional buying and selling activities online. The beauty industry has also begun to enter the online market so that more beauty e-commerce has emerged in Indonesia, one of which is Sociolla. This research was conducted with the aim of knowing the effect of brand image and information quality on consumer buying interest in Sociolla consumers. By using the Slovin formula, the number of samples for this study was 400 respondents. This study was conducted on 400 female respondents aged 18 to 30 years who responded to the questionnaires that were distributed. The independent variables in this study are brand image (X1) and information quality (X2). The dependent variable in this study is buying interest (Y). The method used in this research is quantitative method with multiple linear regression analysis. From the research conducted, it was found that brand image and information quality had a positive effect on purchase intention. Keywords: Brand Image, Buying Interest, and Information Quality. ABSTRAK Teknologi yang berkembang begitu pesat berperan penting bagi hadir dan berkembangnya internet. Internet memberi perubahan yang sangat besar di segala bidang, termasuk dunia bisnis yang menghasilkan e-commerce dan membuat perubahan dalam kegiatan jual beli konvensional menjadi online. Industri kecantikan juga mulai memasuki pasar online hingga semakin banyak e-commerce kecantikan bermunculan di Indonesia, salah satunya Sociolla. Penelitian ini dilakukan dengan tujuan untuk mengetahui pengaruh citra merek dan kualitas informasi terhadap minat beli konsumen pada konsumen Sociolla. Dengan menggunakan rumus Slovin, didapat jumlah sampel untuk penelitian ini sebanyak 400 responden. Penelitian ini dilakukan terhadap 400 responden wanita berusia 18 hingga 30 tahun yang memberikan tanggapan terhadap kuesioner yang dibagikan. Variabel bebas pada penelitian ini adalah citra merek (X1) dan kualitas informasi (X2). Variabel terikat pada penelitian ini adalah minat beli (Y). Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan analisis regresi linier berganda. Dari penelitian yang dilakukan, didapatkan informasi bahwa citra merek dan kualitas informasi berpengaruh signifikan terhadap minat beli. Kata kunci: Citra Merek, Kualitas Informasi, dan Minat Beli.
ANALISIS IPMA PENERIMAAN PENGGUNAAN TEKNOLOGI LEARNING MANAGEMENT SYSTEM (LMS): Mahasiswa Universitas Telkom Khairani Ratnasari Siregar; Indira Rachmawati; Heppy Millanyani; Monica Esperanza
Jurnal Sosioteknologi Vol. 21 No. 1 (2022): March 2022
Publisher : Fakultas Seni Rupa dan Desain ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5614/sostek.itbj.2022.21.1.7

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The current COVID-19 pandemic is causing big problems around the world, including in the world of education, which is experiencing changes in its learning system. Distance learning is now used by all universities in Indonesia due to the impact of the pandemic. Telkom University makes e-learning technology called CeLOE Learning Management System (LMS) as a distance learning platform for all lecturers and students. The purpose of this study is to determine the importance rating by using IPMA of the factors that influence the acceptance of CeLOE LMS technology using the General Extended Technology Acceptance Model for E-Learning (GETAMEL). The minimum sample in this study amounted to a minimum of 379 samples of respondents conducted by CeLOE LMS users. This study uses a non-probability sampling technique and the analysis technique used in this study is PLS-SEM using Smart PLS 3.2.9 software.
The Effect of Experiential Marketing and Brand Image on Customer Satisfaction Syafira Dzikria Alfiani; Indira Rachmawati
Almana : Jurnal Manajemen dan Bisnis Vol 4 No 2 (2020): Agustus
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (325.676 KB) | DOI: 10.36555/almana.v4i2.1338

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Consumer satisfaction is important for a company. In an effort to meet customer satisfaction, many efforts can be done such as providing an unforgettable experience for consumers and creating a good brand image in the eyes of consumers. Garuda Indonesia is a company that applies the Garuda Indonesia Experience concept, which is a concept that is applied to provide a unique experience in an effort to gain customer satisfaction. This research method uses quantitative methods with purposive sampling and takes a total of 400 samples obtained through Google Form. The data analysis technique used is Structural Equation Modeling with LISREL. Based on the results of this study, the results show that experiential marketing has a positive and significant effect on customer satisfaction, brand image has a positive and significant effect on customer satisfaction, and experiential marketing and brand image have an effect on simultaneously customer satisfaction of Garuda Indonesia airlines.
The Effect of E-Servicescape Dimensions on Repurchase Intention with Trust as an Intervening Variable Rahayu Aprianti; Indira Rachmawati
Almana : Jurnal Manajemen dan Bisnis Vol 4 No 3 (2020): December
Publisher : Program Studi Manajemen, Fakultas Ekonomi, Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (164.587 KB) | DOI: 10.36555/almana.v4i3.1339

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This research to determine how much influence the e-servicescape dimension has on repurchase intention through trust as an intervening variable. The object of this study is the food-delivery service on mobile applications, Grab Food. The population used in this study were users of Grab Food services in Indonesia with a sample of 400 respondents who had purchased products through Grab Food in Indonesia obtained using purposive sampling techniques. Samples were obtained from distributing online questionnaires via Google Form. The independent variables used in the study are the e-servicescape dimensions, namely: aesthetic appeal, layout and functionality, and financial security. The dependent variable used in this study is repurchase intention and trust as intervening variables. The data analysis technique used in this research is Structural Equation Modeling with Covariance Based Structural Equation Modeling (CB-SEM). Based on the results of research that has been done, E-servicescape has a positive and significant effect on repurchase intention through trust variables.
PENGARUH ‘APPSCAPE’ TERHADAP ADOPSI APLIKASI MOBILE DAN M-LOYALTY PADA PENGGUNA APLIKASI TRAVELOKA DI INDONESIA Zelda Wildhania Basuki; Indira Rachmawati
Jurnal Mitra Manajemen Vol 3 No 4 (2019): Jurnal Mitra Manajemen Edisi April
Publisher : Kresna Bina Insan Prima

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (646.99 KB) | DOI: 10.52160/ejmm.v3i4.216

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Perbelanjaan produk dan jasa sudah bisa dilakukan dalam belanja online serta pengembangan teknologi bisa menunjang belanja online dalam mobile phone. Salah satunya adalah aplikasi belanja travel online, Traveloka sebagai penguasa belanja travel online dengan pengunduhan aplikasi tertinggi mempunyai peluang dan potensi besar dimasa depan untuk lebih berkembang lagi dan mampu bersaing dengan kompetitor sejenis.Penelitian ini menggunakan SEM-PLS untuk mengetahui pengaruh ‘Appscape’ terhadap Adopsi Aplikasi Mobile dan M-Loyalty pada pengguna Aplikasi Traveloka di Indonesia. Penelitian ini dilakukan pada semua pengguna aplikasi Traveloka di Indonesia. Menggunakan metode kuantitatif, menyebarkan kuisioner kepada 400 responden. Menggunakan skala likert dengan jenis quota sampling. Teknik analisis data dengan Structural Equation Model diolah dengan SmartPLS versi 3.0.Hasil dari penelitian ini yaitu terdapat 6 item hipotesis yang ditolak dan 17 item hipotesis yang diterima. Saran dari penelitian ini yaitu perceived enjoyment dan perceived ease of use menjadi prioritas utama untuk dikembangkan oleh perusahaan pada aplikasi Traveloka.
Co-Authors Adhi Prasetio Aditama, Allif Maulana Afifah Dian Septiantika Ahmad, Mokhtarrudin Aina Kemala Dewi Akhmad Yunani Al Amin, Ichwan Faiz Al Firdaus, Muhammad Yustan Alvian Putra Pamungkas Anita Silvianita Annisa Yasya Zhafira Anthonio Joshua Apon, Nathaleo Michel Ardio Sagita Ariel Axton Emmanuel Arien Arianti Gunawan Azzahra, Tarra Pinkan Batti, V Marvel Joshua bin Abu Sujak, Aznul Fazrin Damayanti Octavia Desianty Fithri Wahyuni Dian Indiyati Effendie, Muhammad Dwi Sakti Falah, Atthariq Shidqi Nur Farah Alfanur Farsya, Tasqia Ayu Fathan, Muhamad Arief Fetty Poerwita Sary Fitria, Tita Frintika, Marani Tamelin Galuh Sudarawerti Heppy Millanyani Herry Irawan Hidayah, Dina Nurul Hildayati, Hildayati Irfan Maulana, Irfan Istifaroh, Haifaninda Khairani Ratnasari Siregar Khairulah, Yusuf Akbar Mahendra Fakhri Mahir Pradana Mangsor, Miza Marani Tamelin Frintika Mayyu, Aulia Nisa Mendrofa, Clara Forendza Monica Esperanza Muzhoffar, Ghifari Zain Nabila Nastiti Naurah Nazhifah Nidya Dudija Nurdila Ayu Apriyanti Pratama, Wisnu Putra Akbar Pangestu Putri Linggasari Sofi Putri, Puji Ningsiana R. Amalina Dewi Kumalasari R. Nurafni Rubiyanti Rachmadia, Rizky Lestari Rafi Amani Muflih Rahardi Rahayu Aprianti Raja Razali, Raja Razana Ratih Hendayani Ridwan Purwanadita Rizdki Wicaksono Putra Rizky Tiara Prabandini Roberta, Jesicca Bella Rosadiputri , Kadiva Dwilia Salma Azalia Devara Salsabila, Adinda Intan Salsabilah, Tasya Sazbilla Dwinanda Setyawan, Natanael Kris Solihin, Jajang Badru Sudibyo, Fadhil Taufiq Surya, Saskia Putri Syabatia Nurul Azmi Syachreza, Yuga Raihan SYAFIRA DZIKRIA ALFIANI Syakilla, Nadia Pinkan Tarandhika Tantra Taufiq, Khairi Widiantari, Nindiana Wulandari, Ghina Alya Zahid, Azham Zahwa, Pandan Zelda Wildhania Basuki