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All Journal Jurnal Ekonomi Modernisasi Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Pariwisata IJBE (Integrated Journal of Business and Economics) Journal of Economic, Bussines and Accounting (COSTING) AFEBI Management and Business Review At-Tadbir : jurnal ilmiah manajemen EQIEN - JURNAL EKONOMI DAN BISNIS SCAFFOLDING: Jurnal Pendidikan Islam dan Multikulturalisme Valid Jurnal Ilmiah Community Engagement and Emergence Journal (CEEJ) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmiah Manajemen Kesatuan Coopetition : Jurnal Ilmiah Manajemen Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Fokus Manajemen Bisnis Journal of Management and Bussines (JOMB) Jurnal Pengabdian Masyarakat Asia Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Preneur : Jurnal Ilmu Administrasi Bisnis TSARWATICA (Islamic Economic, Accounting, and Management Journal) International Journal of Economy, Education and Entrepreneurship (IJE3) JURNAL ILMIAH GLOBAL EDUCATION Golden Ratio of Mapping Idea and Literature Format BISMA (Bisnis dan Manajemen) Journal of Innovation in Management, Accounting and Business Asia Pacific Journal of Management and Education Journal of International Conference Proceedings Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Business Studies and Management Review Economics and Business Journal IIJSE
Rita Komaladewi
Faculty Of Economic And Business, Universitas Padjajaran
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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The Effect of Self-Service Technology on Customers’ Trust and Loyalty (Case Study at Terminal 3 Self-Service Technology Soekarno-Hatta International Airport) Ramos Purba; Yevis Marty Oesman; Rita Komaladewi
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 5, No 1 (2022): Budapest International Research and Critics Institute February
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i1.4380

Abstract

This study aims to analyze the effect of self-service technology (SST) on customer’s trust and loyalty at PT. Angkasa Pura II (Persero) by taking the object of study at Terminal 3 of Soekarno-Hatta International Airport. This study uses service performance report data and self-service complaint reports for the period 2019 and 2020 to February 2020. The research method in this study is a quantitative method with SEM analysis tools - Partial Least Square (PLS). The results show that self-service technology (SST) has a significant effect on customer’s trust. Self-service technology (SST) does not necessarily have a direct and significant effect on customer’s loyalty, but through new customer’s trust, it is able to increase customer’s loyalty. The results show that customer’s trust has a significant effect on customer’s loyalty. The increase in customer’s loyalty is occurred in line with the increasing trust of PT. Angkasa Pura II (Persero) customers in the quality of the performance of self-service operating services at the airport.
Travel Intention in Following of New Normal Era: The Role of Perceived Risk, Travel Motivation and Travel Constraints Puji Ratna Sari; Arief Helmi; Rita Komaladewi
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 6, No 1 (2023): Budapest International Research and Critics Institute February
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v6i1.7472

Abstract

There are behavioral changes in tourism in the new normal era, so questions arise related to tourist behavior. The purpose of this study is to examine risk perception in influencing tourist intention to visit, what motivates tourists to have the intention to visit and whether travel constraints become obstacles in influencing tourist intention to visit. The gap in previous research and the lack of research on how the relationship between variables in the new normal era. This research is a quantitative research method. descriptive and verification on 235 respondents on Bali tourism in the new normal era using structural equation model analysis or SEM (Structural Equation Modeling) processed using smartPLS. The results showed that (1) perceived risk has a negative effect on travel intention (2) travel motivation push factors have a positive effect on travel intention (3) travel motivation pull factors have a positive effect on travel intention (4) travel constraints have a positive effect on travel intention. Perceived risk tends to be low, travel constraints are quite high, so travel motivation, especially pull factors, is very influential in increasing tourist travel intention.
Value, Satisfaction, Customer Trust and Experience-Based Marketing of Blibli Customers in Bandung Fariz Pramadani; Sucherly Sucherly; Rita Komaladewi
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 6, No 1 (2023): Budapest International Research and Critics Institute February
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v6i1.7492

Abstract

This study aims to examine how customer value and experiential marketing can influence customer trust directly and through customer satisfaction. This study focuses on Blibli customers in Bandung City, the sample size in this study is 210 respondents. The data analysis techniques was carried out using the Structured Equation Model (SEM-PLS) using the SmartPLS 3.0 program with measurements of outer model: convergent validity, discriminant validity, composite reliability, and measurements of the inner model; Coefficient Determinant of (R2), Significance (t-value). The results of the study show that customer value has a direct effect on customer satisfaction, experiential marketing has a direct effect on customer satisfaction, customer value has a direct effect on customer trust, experiential marketing has a direct effect on customer trust, customer satisfaction has a direct effect on customer trust, customer value has an effect on customer trust through customer satisfaction and experiential marketing have an effect on customer trust through customer satisfaction, the conclusion is that customer value and experiential marketing have an effect on customer satisfaction so that Blibli's customer trust in the city of Bandung can increase.  
Co-Authors Adz Zikri, Arif Furqon Nugraha Agatha, Fathia Agustin, Melinda Yuni Akbar Riskal Amani Aldina Shiratina Amani, Akbar Riskal Amar, Siti Chaerani Djen Anggie Irwansyah Arief Budiman , Adityo Asep Mulyana Asep Mulyana Bahri, Khoirun Nisa Bayu Perisha Budhyawan, Thomas Carla Elisabeth Stephanie Deborah, Irene Deru R Indika Dewi, Rahma Hanifa Dwi Kartini Emi Widya Yusuf Eugenia Clarissa Prabowo Fachri Eka Saputra Fariz Pramadani Firdaus, Gilrandy Andhika Ghea Putri Aliffia Gugyh Susandy Herdianie, Revalina Hilmy Mu’nis Jajang Burhanudin Jodhi Kartha Yudha Joeliaty Joeliaty Khoirun Nisa Bahri Kiagus Ahmad Juan Saputra Kirana, Laras Puspa Kurniadi, Stefanie Kurniatun, Taufani C. Ledy Yolanda Luki Ramdani Lumbantobing, Angelia Tio M Aqshel Revinzky Mulyani, Indah Putri Mulyawan, Sarah Anjani Naufal, Ariq Zulfahmi Nugraha Adz Zikri, Arif Furqon Nugraha, Krisna Adhitia Okviannas, Nadilla Prasetyo, Bilal Panji Puji Ratna Sari Putri Fajar Handayani R Thomas Budhayawan Yudha R. Arief Helmi R. Thomas Budhyawan Yudha R. Thomas Budhyawan Yudha Raihan Fajri Ramadhan Ramos Purba Reni Dian Octaviani Rhiswandi, Rhandi Ruchiat, Yayat Saputra, Febrian Eko Setyadi, M. Aditya Silaban, Sonia Artha Ria Sucherly Sucherly Sucherly Sucherly Susi Yasmin Thomas Budhyawan Umi Kaltum Widianto, Sunu Yasmin, Annisa Yevis Marty Oesman Yudha, R. Thomas Budhyawan Yudi Aziz Yuyus Suryana