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All Journal JURNAL SAINS PEMASARAN INDONESIA Jurnal Manajemen dan Bisnis (Performa) Jurnal Manajemen Teknologi Jurnal Sosioteknologi IMAGE Jurnal Mitra Manajemen Journal of Economic, Bussines and Accounting (COSTING) SEIKO : Journal of Management & Business Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan International Journal of Social Science and Business Journal of Humanities and Social Studies Almana : Jurnal Manajemen dan Bisnis Journal of Information System, Applied, Management, Accounting and Research International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Riset Bisnis dan Manajemen JURNAL SeMaRaK Jurnal Syntax Transformation Sawala : Jurnal pengabdian Masyarakat Pembangunan Sosial, Desa dan Masyarakat Jurnal Ekonomi JURNAL ILMIAH GLOBAL EDUCATION Journal of Tourism Economics and Policy Prosiding Konferensi Nasional PKM-CSR Manajemen dan Kewirausahaan Indonesian Journal of Multidisciplinary Science Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Journal Of World Science Jurnal Manajemen dan Pemasaran Jasa International Journal of Integrative Sciences eProceedings of Management International Journal of Economics, Business and Innovation Research Multidisciplinary Indonesian Center Journal Jurnal Bisnis dan Pemasaran Digital
Indira Rachmawati
Universitas Telkom
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Other

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Pengaruh E-Service Quality Terhadap E-Customer Loyalty Dengan E-Customer Satisfaction Sebagai Variabel Mediating Pada Pengguna Aplikasi Mobile Banking Livin’ By Mandiri Indira Rachmawati; Nurdila Ayu Apriyanti; Ardio Sagita
Journal of Economic, Bussines and Accounting (COSTING) Vol. 7 No. 4 (2024): Journal of Economic, Bussines and Accounting (COSTING)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i5.11442

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality terhadap e-customer loyalty dengan e-customer satisfaction sebagai variabel mediating pada pengguna aplikasi mobile banking Livin’ by Mandiri. Metode penelitian yang digunakan adalah metode kuantitatif dengan tujuan penelitian kausal dan pengumpulan data melalui penyebaran kuesioner digital. Penentuan responden menggunakan teknik non-probability sampling dengan jenis purposive sampling kepada 390 responden pengguna aplikasi dan pernah melakukan traksaksi lebih dari 1 kali dalam seminggu pada mobile banking Livin’by Mandiri di Indonesia. Adapun teknik analisis data yang digunakan adalah Structural Equation Modelling dengan bantuan aplikasi SmartPLS. Berdasarkan pengujian hipotesis, diperoleh kesimpulan bahwa dua belas hipotesis diterima yaitu site organization, reliability, responsiveness, user friendliness, personal need, efficiency berpengaruh positif dan signifikan terhadap e-customer satisfaction, e-customer satisfaction berpengaruh positif dan signifikan terhadap e-customer loyalty, dan site organization, reliability, responsiveness, user friendliness, efficiency berpengaruh positif dan signifikan terhadap e-customer loyalty melalui e-customer satisfaction sebagai peran mediasi. Selanjutnya diketahui bahwa satu hipotesis ditolak yaitu personal need berpengaruh positif tetapi tidak signifikan terhadap e-customer loyalty melalui e-customer satisfaction sebagai peran mediasi
The Effect Of User Experience And E-Service Quality On Shopee User Satisfaction In Indonesia. Batti, V Marvel Joshua; Rachmawati, Indira
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

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Abstract

The expansion of e-commerce in Indonesia has intensified competition, especially for Shopee as a dominant platform. This research examines the influence of User Experience and E-Service Quality on Shopee user satisfaction in Indonesia. A quantitative method was applied, collecting data from 400 active Shopee users via questionnaires. The data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The findings reveal that dimensions of User Experience such as attractiveness, clarity, reliability, stimulation, and novelty significantly impact E-Service Quality. Moreover, E-Service Quality, including efficiency, system availability, fulfillment, and privacy, affects user satisfaction. This research provides insights for e-commerce platforms on optimizing service quality to enhance customer loyalty. Keywords: User Experience, E-Service Quality, User Satisfaction, Shopee, E-Commerce.
Faktor-Faktor Yang Mempengaruhi Perilaku Impulse Buying Dalam Live Streaming Tiktok Berdasarkan Model Stimulus-Organism-Response (SOR) Azzahra, Tarra Pinkan; Rachmawati, Indira
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

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Abstract

Kemajuan teknologi digital telah melahirkan fenomena social commerce, di mana platform seperti TikTokmenawarkan pengalaman belanja interaktif melalui fitur live streaming. Penelitian ini bertujuan untuk menganalisisbagaimana social presence dan sales promotion memengaruhi perilaku impulse buying konsumen dalam live streamingTikTok, dengan flow experience sebagai variabel mediasi, serta time availability dan money availability sebagaivariabel moderasi. Penelitian ini juga bertujuan memberikan rekomendasi praktis bagi pelaku usaha dalammeningkatkan strategi promosi berbasis live streaming. Penelitian ini menggunakan pendekatan kuantitatif melaluisurvei melalui kuisioner yang melibatkan 385 responden yang aktif berbelanja di live streaming TikTok. Datadianalisis menggunakan aplikasi Smart-PLS. Hasil penelitian menunjukkan bahwa social presence dan salespromotion memiliki pengaruh positif dan signifikan terhadap flow experience. Flow experience ditemukan memediasihubungan antara kedua variabel tersebut dengan perilaku impulse buying dan time availability memperkuat pengaruhflow experience terhadap perilaku impulse buying, sedangkan money availability memperlemah pengaruh flowexperience terhadap perilaku impulse buying. Penelitian ini memberikan kontribusi pada literatur perilaku konsumendigital, terutama dalam social commerce berbasis live streaming. Temuan ini dapat membantu pelaku usahamerancang strategi promosi yang lebih efektif dengan meningkatkan interaksi real-time dan relevansi promosi, sertamengelola durasi live streaming agar lebih menarik perhatian konsumen.Kata kunci-social presence, sales promotion, flow experience, impulse buying, live streaming.
Pengaruh Gamification Terhadap Purchase Intention Melalui Mediasi Enjoyment Pada Aplikasi Shopee (Studi pada Mahasiswa Tingkat Akhir Universitas Swasta Terbaik di Indonesia) Pratama, Wisnu; Rachmawati, Indira
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

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Abstract

Kemajuan teknologi telah mendorong perubahan perilaku belanja konsumen menuju cara yang lebih praktis, dengane-commerce menjadi pilihan utama baik di tingkat global maupun di Indonesia. Kondisi ini memicu persaingan antarplatform e-commerce di Indonesia dalam menyediakan layanan dan penawaran terbaik bagi konsumen melalui inovasiberkelanjutan. Salah satu inovasi tersebut adalah penerapan gamifikasi dalam aplikasi, di mana elemen-elemen desaingame diadaptasi ke dalam konteks non-game, yakni e-commerce. Penelitian ini bertujuan untuk memahami bagaimanadinamika gamifikasi dapat memengaruhi enjoyment konsumen, yang pada akhirnya berdampak pada niat pembelianonline. Variabel yang digunakan mencakup empat aspek gamifikasi (autonomy, rewards, absorption, competition),enjoyment, dan niat pembelian online. Penelitian ini menggunakan metode kuantitatif dengan pendekatan analisisdeskriptif dan structural equation modeling (SEM) untuk menganalisis data. Pengujian hipotesis pada model penelitiandilakukan menggunakan SmartPLS untuk memperkirakan besaran dan arah efek kausal. Penelitian ini menerapkanpendekatan individu terhadap pengguna aplikasi e-commerce Shopee di Kota Bandung yang pernah melakukanpembelian dan bermain game dalam fitur Shopee Games melalui survei. Hasil penelitian menunjukan bahwa masingmasing elemen gamifikasi yaitu Autonomy, Rewards, Absorption berpengaruh positif dan signifikan terhadapEnjoyment. Dan Enjoyment berpengaruh positif dan signifikan terhadap Online Purchase Intention. Kata Kunci-gamifikasi, e-commerce, autonomy, rewards, absorption, competition, enjoyment, niat pembelianonline.
Pengaruh Motivasi Dan Niat Untuk Menggunakan E-Wom Terhadap Adopsi Informasi Dengan Gender Sebagai Moderasi (Studi Kasus Drunk Baker Bandung) Syakilla, Nadia Pinkan; Rachmawati, Indira
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

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Abstract

Electronic Word of Mouth (eWOM) berperan penting dalam keputusan pembelian Generasi Z yang aktif di mediasosial. Penelitian ini menganalisis pengaruh motivasi kenyamanan, motivasi sosial, dan motivasi pengurangan risikoterhadap niat berkonsultasi dengan eWOM serta dampaknya terhadap adopsi informasi eWOM. Selain itu, penelitianini menguji apakah gender memoderasi hubungan antar variabel tersebut. Penelitian ini menggunakan metodekuantitatif dengan survei terhadap Generasi Z di Bandung. Data dikumpulkan melalui kuesioner online dan dianalisismenggunakan SEM-PLS. Variabel utama meliputi motivasi kenyamanan, motivasi sosial, motivasi penguranganrisiko, niat berkonsultasi dengan eWOM, dan adopsi informasi eWOM. Hasil penelitian menunjukkan bahwa ketigamotivasi tersebut berpengaruh signifikan terhadap niat Generasi Z menggunakan eWOM. Niat berkonsultasi denganeWOM juga berpengaruh positif terhadap adopsi informasi dalam keputusan pembelian. Namun, gender tidakmemoderasi hubungan antar variabel tersebut, sehingga tidak ada perbedaan signifikan antara pria dan wanita dalampenggunaan eWOM. Temuan ini memberikan implikasi bagi bisnis, khususnya industri bakery, dalammengoptimalkan strategi pemasaran berbasis eWOM tanpa perlu diferensiasi gender. Oleh karena itu, strategipemasaran sebaiknya difokuskan pada faktor motivasi utama yang mendorong penggunaan eWOM. Kata Kunci-eWOM, generasi z, motivasi, niat, gender, adopsi informasi
Pengaruh Social Media Influencer terhadap Brand Loyalty Tiktok dengan Purchase Intention sebagai Mediasi pada Generasi Z di Indonesia Rachmawati, Indira
Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) Vol 24, No 1 (2025): Mei
Publisher : Master of Management Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jspi.v24i1.65-76

Abstract

Generation Z is known to be very familiar with technology and often uses social media, especially TikTok. The beauty and skincare industry in Indonesia uses influencer marketing as the main strategy to promote their products and services. This study used quantitative methods with purposive sampling techniques, involving 385 respondents through online questionnaires. The analysis was performed using Structural Equation Modeling (SEM) with SmartPLS version 4.0.9.9 for Windows. The results showed that social media influencers have a positive and significant influence on purchase intention and brand loyalty, both directly and through purchase intention as mediation. The use of social media influencers can increase brand appeal and strengthen branding at minimal cost, especially for the younger generation. This research provides further insight into how social media influencers can shape positive customer perceptions and build brand loyalty. Further research is recommended to consider additional variables such as brand image and reputation, as well as expand the scope of the social media platforms studied.
Generation Y and the Shift to Electric Vehicles in Indonesia: Exploring Key Drivers and Barriers Rachmawati, Indira; Al Amin, Ichwan Faiz
Jurnal Bisnis dan Pemasaran Digital Vol. 4 No. 2 (2025): Januari
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jbpd.v4i2.4531

Abstract

Purpose: Compared With other Asian countries, the usage rate of electric vehicles in Indonesia remains slow owing to a lack of public interest. This paper explores some significant factors that affect the interest of electric vehicles for Gen Y EV products, including environmental concerns and individual consequences. Research Methodology: We extend the previous study by adding other variables, including individual and environmental consequences. Data from 446 respondents were collected through a judgmental sampling procedure and analyzed using partial least squares structural equation Modeling. Results: The results showed that attitudes towards the five dimensions of the UTAUT-2 model significantly influenced intention to purchase. However, attitude did not mediate the relationship between habit and purchase intention. On the other hand, attitude mediation vastly influences not only the association between individual consequences and purchase intention, but also that between environmental concerns and purchase intention. On the other hand, subjective norms also have a positive influence on purchase intention, while perceived risk is not considered to affect the purchasing decisions of Generation Y. Conclusions: This study found that Generation Y’s purchase intention toward electric vehicles in Indonesia is significantly influenced by favorable attitudes formed through factors such as performance expectancy, ease of use, price value, personal benefits, and environmental concern. Social influence and perceived behavioral control also play important roles, while perceived risk was found to be insignificant in affecting purchasing decisions. Limitations: This research is limited to the perspective of Generation Y in Indonesia and may not reflect the behavioral intentions of other generational cohorts or regions. Contributions: These conclusions contribute to the growing body of knowledge on sustainable mobility by integrating UTAUT-2 and TPB frameworks to identify critical behavioral determinants among Generation Y. The insights provide valuable implications for electric vehicle manufacturers, marketers, and policymakers to craft more targeted, effective strategies aimed at increasing EV adoption.
The Influence of E-Servqual and Banking Service Quality on Customer Retention Intention in My-BCA Application with Customer Satisfaction as a Mediating Variable Setyawan, Natanael Kris; Indira Rachmawati
International Journal of Integrative Sciences Vol. 3 No. 12 (2024): December 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijis.v3i12.12978

Abstract

This study aims to analyze the influence of electronic service quality (e-SERVQUAL) and banking service quality (BSQ) on customer retention intention in the MyBCA application, with customer satisfaction acting as a mediator variable. Data was collected through a survey filled out by 384 respondents who are BCA customers and users of the MyBCA application. The analysis method used is Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that the dimensions of e-SERVQUAL (efficiency, fulfillment, system availability, and privacy) have a positive and significant effect on customer satisfaction. Similarly, the dimensions of BSQ (access, price, ease of use, service portfolio, reliability, and security) also show a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction is proven to have a positive and significant impact on customer retention intention. This research contributes theoretically by expanding the understanding of factors influencing customer satisfaction and retention in the context of digital banking services. Practically, these findings provide insights for the developers of the MyBCA application and BCA management to enhance service quality to retain and increase customer loyalty
INFLUENCE OF LIVE STREAMING SHOPPING FEATURE ON PURCHASE INTENTION FOR LOCAL BEAUTY BRAND THROUGH EMOTIONAL FACTORS IN THE S-O-R MODEL Rosadiputri , Kadiva Dwilia; Indira Rachmawati
Multidisciplinary Indonesian Center Journal (MICJO) Vol. 2 No. 3 (2025): Vol. 2 No. 3 Edisi Juli 2025
Publisher : PT. Jurnal Center Indonesia Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62567/micjo.v2i3.1076

Abstract

The phenomenon of online shopping has driven business players to be more innovative in promoting their products on existing digital platforms. There is a technological innovation that allows online businesses to showcase and demonstrate their products in real-time, known as live streaming shopping. TikTok has become one of the popular social-commerce platforms with beauty content within its application. This study aims to better understand the influence of TikTok live streaming shopping on the purchase intention of the local beauty brand through emotional factors. We applied the S-O-R (Stimulus, Organism, Response) model, with influencer credibility variables added to the emotional factors in the S-O-R model. Data were collected from 300 respondents who registered through a Google Form survey with predetermined criteria. PLS-SEM using Smart PLS was chosen for data analysis. The study revealed that attraction, cognitive assimilation, and influencer credibility mediate the relationship between real-time interaction, shopping guidance, visibility, media richness, and consumer purchase intention. Therefore, live streaming shopping through emotional factors significantly influences consumers' purchase intention. This research found that the enrichment of material living standards has transformed people’s purely demand-oriented shopping style. This study result help enterprises to better apply live streaming more effectively and expanding channels promotion strategies.
Pengaruh E-Service Quality Dan E-Trust Terhadap Repurchase Intention Melalui E-Satisfaction Pada Pengguna Aplikasi myIM3 Rachmadia, Rizky Lestari; Rachmawati, Indira
eProceedings of Management Vol. 11 No. 5 (2024): Oktober 2024
Publisher : eProceedings of Management

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Abstract

Saat ini, era digital dan pesatnya perkembangan teknologi berdampak besar pada kehidupan manusia. Seiringkemajuan teknologi dan dunia yang semakin digital, cara pelanggan memenuhi kebutuhan mereka pun berubah.Kebiasaan membeli pelanggan telah berubah drastis, dengan semakin banyak dari mereka yang memilih untukberbisnis secara daring. Penelitian ini bertujuan untuk mengetahui apakah Kualitas Layanan Elektronik berpengaruhpositif dan signifikan terhadap Kepuasan Elektronik pengguna; apakah Kepercayaan Elektronik berpengaruh positifdan signifikan terhadap Kepuasan Elektronik pengguna; dan apakah Niat Pembelian Ulang pengguna memilikipengaruh terhadap kepuasan eletronik pengguna dengan hasil yang positif dan signifikan. Penelitian ini bertujuanuntuk mengetahui apakah Kualitas Layanan Elektronik memengaruhi Kepuasan Elektronik di antara penggunaaplikasi myIM3, apakah Kepercayaan Elektronik memengaruhi Kepuasan Elektronik di antara pengguna aplikasimyIM3, dan apakah Kepuasan Elektronik memengaruhi Niat Pembelian Ulang di antara pengguna aplikasi myIM3.Kuesioner daring digunakan secara kuantitatif. Data dianalisis menggunakan pemodelan persamaan struktural (SEM)berbasis varians, lebih tepatnya "partial least square (PLS) menggunakan perangkat lunak SmartPLS." Menuruttemuan penelitian, pengguna aplikasi myIM3 melaporkan tingkat Kualitas Layanan Elektronik, KepercayaanElektronik, dan Kepuasan Elektronik yang lebih tinggi, dan kualitas ini berdampak besar pada niat pengguna untukmembeli kembali perangkat lunak tersebut. Kata kunci-e-service quality, e-trust , e-satisfaction, myIM3, repurchase intention
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 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