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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Jurnal Keuangan dan Perbankan Kinerja Jurnal Widya Manajemen & Akuntansi JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) MIX : Jurnal Ilmiah Manajemen International Research Journal of Business Studies (E-Journal) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat Business and Finance Journal Ekonis : Jurnal Ekonomi dan Bisnis Jurnal Bisnis dan Akuntansi MABIS: Manajemen dan Bisnis International Journal of Economics, Business and Accounting Research (IJEBAR) Revitalisasi : Jurnal Ilmu Manajemen Review of Management and Entrepreneurship Jurnal Manajemen Jurnal Performa : Jurnal Manajemen dan Start-up Bisnis Jurnal Ilmiah Manajemen Kesatuan Budimas : Jurnal Pengabdian Masyarakat Jurnal Riset Manajemen dan Bisnis BIP'S : Jurnal Bisnis Perspektif Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal Research of Social Science, Economics, and Management International Journal of Review Management Business and Entrepreneurship International Research Journal of Business Studies Jurnal Manajemen Pendidikan Islam
Christian Herdinata
Universitas Ciputra
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences Other

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EXPLAINING THE ROLE OF SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION Cahyono, Tri; Herdinata, Christian; Harianto, Eric; Olasode, Tikristini
Jurnal Aplikasi Manajemen Vol. 21 No. 1 (2023)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2023.021.1.09

Abstract

The interest of this study is how to maintain service quality to achieve customer satisfaction. This study is expected to provide an understanding of the effect of service quality and customer value on customer satisfaction and its indicators. This study analyzes the factors influencing customer satisfaction in the aviation training and education industry. The studies were on service quality, customer value, and customer satisfaction. This research is descriptive and quantitative and focuses on analyzing factors that influence customer satisfaction with a survey method approach using a questionnaire. The population in this study were alumni of Merpati Training Centre students who had completed the initial FOO and Engineering education held by Merpati Training Centre. The study was conducted on 86 respondents with a non-random sampling technique using purposive sampling. The results of the study showed that the service quality has a significant effect on customer value, the service quality has a significant effect on customer satisfaction, the customer value has a significant effect on customer satisfaction, and the service quality has a significant effect on customer satisfaction through the intervening customer value. It showed that maintaining good relationships with customers, in this case, students, and improving the service quality provided will impact the customer value obtained by students. Ultimately the expected customer satisfaction is achieved in the aviation training and education industry. If the service quality, customer value, and customer satisfaction are met as expected, it will impact increasing the number of customers and growing in the future.
PENGARUH PERSEPSI HARGA DAN LOKASI TERHADAP KEPUTUSAN PEMBELIAN PADA UD.AUDYKA SUPPLY & SERVICE (ASS) Nusabika, Awdiqit Dwi; Herdinata, Christian; Padmawidjaja, Liestya
PERFORMA Vol. 8 No. 2 (2023): Performa
Publisher : Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/jp.v8i2.2027

Abstract

The growth of food commodities and basic necessities has experienced positive growth every year, this is also triggered by the increase in population growth in Indonesia. The existence of this positive phenomenon becomes a good opportunity for similar business actors, especially in the object of this research, namely UD.Audyka Supply & Service (ASS). UD.ASS was established in 2011 in Sumbawa Besar, West Nusa Tenggara, which is a business engaged in the distribution of basic food and secondary crops. There is a problem phenomenon of decreasing sales turnover of UD.ASS every year, and there are criticisms and suggestions from customers regarding price and location perceptions. So this study aims to analyze the effect of price perception, and location on purchasing decisions at UD.ASS. The research method used in this research is quantitative, with multiple linear regression. The research sample was 104 respondents. Data was collected using hypothesis testing and statistical tests. The results of this study are the perception of price and location on the purchasing decision of UD.ASS.
PENGARUH ENTREPRENEURSHIP EDUCATION,ENTREPRENEURIAL SELF EFFICACY DAN ENTREPRENEURIAL ATTITUDE TERHADAP ENTREPRENEURIAL MINDSET Putri, Ayu Novianti Kresna; Herdinata, Christian; Padmawidjaja, Liestya
PERFORMA Vol. 10 No. 1 (2025): Jurnal Performa: Jurnal Manajemen dan Start Up Bisnis
Publisher : Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/performa.v10i1.2020

Abstract

The unemployment grade, Indonesia is still categorized high from year to year. High unemployment and low welfare in Indonesia are affected by employee termination, especially the process of industry that is affected from Covid-19 and Lack of job fill. the attempt that can be done is to do expection of working opportunity by being an Entrepreneur than has final result that can increase economic growth in Indonesia. In preparing that drivers to help economy to be more stable, government cooperate with educational institution that applies entrepreneurship education than has an important growth to prepare the student in creating entrepreneurial mindset. Ciputra University is one of the institutions that applies Entrepreneurship as a learning program and has a mission to increase the number of Entrepreneurs. The purpose of this riset is (1) to find out the effect of entrepreneurship education on entrepreneurial mindset (2) to find out the effect of entrepreneurial self-efficacy on entrepreneurial mindset (3) to find out the effect of entrepreneurial attitudes on entrepreneurial mindset. This type of research is quantitative by using SPSS 25 as an analysis instrument. The number of respondents that used in the riset is 150 respondents. The results of this riset showed that (1) entrepreneurship education affects significantly on entrepreneurial mindset (2) entrepreneurial self-efficacy does not affect significantly on entrepreneurial mindset (3) entrepreneurial attitude affects significantly on entrepreneurial mindset.
SOCIAL MEDIA-DRIVEN PROCESS INNOVATION AND COMPETITIVE ADVANTAGE IN ART GALLERIES AND MUSEUMS: THE MEDIATING ROLE OF VISITOR CO-CREATION Radiany, Ade Asria; Herdinata, Christian; Kodrat, David Sukardi
Jurnal Ekonomi Bisnis dan Kewirausahaan Vol 14, No 1 (2025): Jurnal Ekonomi Bisnis dan Kewirausahaan (JEBIK)
Publisher : Fakultas Ekonomi dan Bisnis, UNTAN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26418/jebik.v14i1.89904

Abstract

The purpose of this study is to analyze the influence of social media-driven process innovation on competitive advantage in art galleries and museums, with visitor co-creation as a mediating variable. Drawing on Dynamic Capability Theory (DCT), the study employs a quantitative design with PLS-SEM on 198 valid responses from Cultural and Creative Industry organizations registered with Indonesia"™s Creative Economy Agency (Bekraf), following rigorous validation through expert review, pilot testing, and screening procedures. Results show social media-driven process innovation significantly affects visitor co-creation (β = 0.793, p < 0.001) and competitive advantage (β = 0.258, p = 0.010). Visitor co-creation also strengthens competitive advantage (β = 0.595, p < 0.001). Mediation testing confirms partial mediation with VAF = 64.7%. The model explains 62.8% of the variance in visitor co-creation and 55.2% in competitive advantage. These findings offer practical implications for cultural institutions by highlighting the strategic importance of integrating digital innovation with visitor engagement to achieve sustainable competitiveness. JEL: M21, M531, M537.
Rethinking Perceived Quality Through The Lens of Entrepreneurial Marketing: Pathways To Customer Delight Bramantyo, Paskalis Dio; Herdinata, Christian; Sembiring, Murpin; Utami, Christina Whidya; Dewi, Liliana
Indonesian Journal of Business and Entrepreneurship Vol. 11 No. 3 (2025): IJBE, Vol. 11 No. 3, September 2025
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.11.3.569

Abstract

Background: Entrepreneurial Marketing (EM), which blends entrepreneurship with marketing principles, is crucial in Indonesia’s competitive mobile phone industry. Perceived quality and customer satisfaction are key success indicators, yet the role of gender differences remains underexplored.Purpose: First, it identifies the entrepreneurial marketing factors influencing perceived quality and customer satisfaction among Indonesian mobile phone users. These factors include performance, reliability, conformance, serviceability, durability, assurance, perceived price, product attributes, branding, and corporate image. Second, it analyzes whether satisfaction levels differ between male and female customers. Design/methodology/approach: This study applied a quantitative research design with survey data gathered from mobile phone users in Jakarta, Bandung, Surabaya, Medan, Semarang, Yogyakarta, Surakarta, and Makassar. These cities represented diverse demographic and economic contexts. A structured questionnaire measured ten factors of perceived service quality, and canonical discriminant analysis was used to test gender-based differences in satisfaction. Findings: The findings provide fresh insights for business professionals. Male and female customers share similar perceptions regarding many aspects of service quality. However, the study highlights that assurance and after-sales services, such as warranty, repair time, and spare parts, are more important for female customers. It indicates the need for firms to design strategies that recognize gender-specific priorities. Notably, the study confirms that female customers represent an equally vital market segment, challenging conventional practices that often prioritize men in marketing approaches.Conclusion: Perceived service quality significantly impacts customer satisfaction within entrepreneurial marketing. Differences in perception and satisfaction levels between male and female customers indicate that gender is crucial in shaping service experiences and evaluations. The ten dimensions of service quality analyzed succeeded in providing a comprehensive overview of the important elements that affect customer satisfaction of mobile phone users in various major cities in Indonesia. Originality/value: This research contributes to entrepreneurial marketing literature by adopting a gender-based lens to analyze customer satisfaction in the Indonesian mobile phone sector. The application of canonical discriminant analysis adds methodological novelty, enabling the detection of subtle but relevant gender differences. The study provides actionable guidance for practitioners designing inclusive marketing campaigns that value male and female customers equally. It offers academics a foundation for extending gender-based EM studies into other industries and cultural settings, bridging theory with practice. Keywords: entrepreneurial marketing, customer satisfaction, perceived quality, gender delight, phone industry
THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION AT WS HOTEL IN SURABAYA Kevin, Kevin; Herdinata, Christian
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 8 No 1 (2024): IJEBAR : Vol. 8, Issue 1, March 2024
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v8i1.11995

Abstract

This study aims to examine and analyze the variables that influence customer satisfaction. The variables studied include service quality, customer value and customer satisfaction. This research is quantitative in nature and focuses on the analysis of variables that affect customer satisfaction with a survey method approach using a questionnaire. The population in this study are WS hotel customers in the period from 2021 to 2023. The research was conducted on 159 respondents using a purposive sampling technique. The results of the study show that the service quality variable has a significant and positive effect on customer satisfaction variables, the service quality variable has a significant and positive effect on customer value, the customer value variable has a significant and positive effect on customer satisfaction and the service quality variable has a significant and positive effect on satisfaction customers through customer value intervening variables. This shows that maintaining and improving service quality has an impact on customer value which in the end is expected customer satisfaction to be achieved.
ANALYSIS OF FACTORS SHAPING CUSTOMER LOYALTY AT UD. SDS IN THE CITY OF MALANG Santosa, Angela Grace; Herdinata, Christian
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 8 No 2 (2024): IJEBAR, VOL. 08 ISSUE 02, JUNE 2024
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v8i2.12894

Abstract

UD. SDS is a business that offers a wide range of building material products needed for construction, renovation, and daily needs. The company was founded in 2009 and is located at Jalan Galunggung No 76, Klojen, Malang City. UD. SDS offers various product variants ranging from wall paint, wood paint, cement, iron, concrete, to plywood. The purpose of this study is to determine the factors that shape customer loyalty at UD. SDS. In this study, there are 22 variables used as factors that are assumed to form customer loyalty, so that the results can be used by UD. SDS to develop a strategic framework to shape the success of UD. SDS in Malang City. This study has a sample size of 286 respondents who are UD SDS’s customers. The method in this research is quantitative, with the Exploratory Factor Analysis (EFA) analysis method using Statistical Product and Service Solution (SPSS). This research shows that the main shaping factors for UD SDS’s customer loyalty is personalized customer service and its elements and the supporting shaping factor is social and environmental responsiveness and its elements. Customers feel that if customer service personalization is provided well, then customers tend to be more interested and encourage customer loyalty. Customers feel that if a store has good social and environmental responsiveness, then customers tend to feel comfort and convenience and have more intention to make purchasing decisions and have loyalty in the future.
PENGARUH PRODUCT QUALITY TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER VALUE SEBAGAI VARIABEL INTERVENING PADA WIJAYALAND PROPERTY Harijanto, Griffin Septian; Herdinata, Christian
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 8 No 3 (2024): Edisi September - Desember 2024
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v8i3.4494

Abstract

Wijayaland Property memiliki perumahan di daerah Lawang, Malang dengan nama perumahan Bedali Indah. Perumahan ini sudah terjual 1300 unit dengan luas lahan 18 hektar dan terdiri dari 4 cluster. Tujuan penelitian ini adalah untuk mengetahui pengaruh product quality dan customer value terhadap customer satisfaction pada Wijayaland Property. Subyek penelitian diambil menggunakan metode purposive sampling. Penelitian ini menggunakan metode kuantitatif, dengan kuesioner sebagai instrumen utama dalam pengumpulan data. Penelitian dilakukan di Perumahan Bedali Indah, Bedali, Lawang, Kab. Malang, Jawa Timur. Waktu penelitian dilaksanakan selama periode bulan Februari hingga Juni 2024. Penelitian ini menggunakan metode analisis Structural Equation Modeling (SEM) dengan pendekatan mediasi, dengan Software SmartPLS. Prosedur pengumpulan data dilaksanakan dengan menggunakan Google form kepada responden yang memenuhi kriteria sebagai sample penelitian, kemudian data yang terkumpul akan dianalisis secara mendalam menggunakan skala likert 1 hingga 5. Hasil penelitian ini adalah (1) Product Quality berpengaruh signifikan terhadap Customer Value, (2) Customer Value berpengaruh signifikan terhadap Customer Satisfaction, (3) Product Quality berpengaruh signifikan terhadap Customer Satisfaction, (4) Product Quality berpengaruh signifikan terhadap Customer Satisfaction. Penelitian selanjutnya disarankan untuk meneliti menggunakan indikator lain dalam variabel Product Quality dan Customer Value karena beberapa indikator dari variabel tersebut masih belum memenuhi kriteria validitas konvergen.
PENGARUH INFORMATION ADOPTION TERHADAP PURCHASE INTENTION DENGAN VARIABEL HERD BEHAVIOUR SEBAGAI VARIABEL INTERVENING PADA USAHA DAEBAG.E Christanty, Nanda Rika; Herdinata, Christian
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 9 No 1 (2025): Edisi Januari - April 2025
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v9i1.4544

Abstract

Industri makanan dan minuman menjadi salah satu bisnis yang menjanjikan karena pertumbuhannya yang selalu meningkat dari tahun ke tahun, bahkan industri ini mampu bertahan pada saat dan pasca covid-19. Melihat peluang tersebut, Daebag.e berdiri menjadi salah satu usaha makanan yang menawarkan makanan khas Korea yang digemari oleh banyak orang. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Information Adoption terhadap Purchase Intention dengan variabel Herd Behaviour sebagai variabel intervening pada Daebag,e di Surabaya. Ukuran sampel pada penelitian ini dilakukan dengan menggunakan rumus Hair berjumlah 113 responden. Teknik pengambilan sampel menggunakan purposive sampling. Data diperoleh menggunakan kuesioner yang diukur dengan skala Likert. Penelitian ini menggunakan analisis SEM-PLS untuk menganalisis pengukuran model dan structural. Berdasarkan hasil penelitian bahwa Information Adoption berpengaruh signifikan terhadap Purchase Intention Daebag.e, Information Adoption berpengaruh signifikan terhadap Herd Behaviour, Herd Behaviour berpengaruh signifikan terhadap Purchase Intention Daebag.e, Information Adoption berpengaruh signifikan terhadap Purchase Intention melalui Herd Behaviour.
PENGARUH PERCEIVED QUALITY TERHADAP PURCHASE DECISION DENGAN BRAND TRUST SEBAGAI VARIABEL INTERVENING PADA USAHA BAKPAO 88 Arviana, Vanessa Princessa; Herdinata, Christian
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 9 No 1 (2025): Edisi Januari - April 2025
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v9i1.4660

Abstract

Industri makanan dan minuman adalah salah satu industri yang masih terus berkembang meskipun dalam kondisi sulit. Hal ini menunjukkan bagaimana sektor makanan dan minuman akan terus berkembang dan berubah seiring berjalannya waktu. Akibatnya, setiap bisnis membutuhkan metode untuk tetap bertahan dan bersaing di pasar yang sangat kompetitif. Pulau Lombok adalah salah satu yang terkena dampaknya. Pulau Lombok yang sangat berkembang juga mempengaruhi persaingan bisnis. Bakpao 88, sebuah usaha yang berlokasi di Kota Mataram, juga mengalami hal tersebut. Dengan kepercayaan merek sebagai variabel intervening, tujuan dari penelitian ini adalah untuk mengetahui bagaimana persepsi kualitas mempengaruhi keputusan untuk membeli. Partial Least Squares dengan menggunakan perangkat lunak SmartPLS adalah pendekatan yang digunakan. Purposive sampling digunakan untuk proses pengambilan sampel, dan rumus Hair digunakan untuk menghitung jumlah sampel. menggunakan skala Likert dalam kuesioner untuk mengumpulkan data. Media Google Form digunakan untuk menyampaikan survei secara online. Populasi dalam penelitian ini terdiri dari pelanggan Bakpao 88 yang pernah melakukan pembelian di Mataram yang tidak diketahui jumlah pastinya. Terdapat 130 responden dalam sampel penelitian ini. Menurut temuan penelitian, Perceived Quality secara signifikan mempengaruhi Brand Trust yang pada gilirannya secara signifikan mempengaruhi Purchase Decision; Kualitas yang Dipersepsikan secara signifikan mempengaruhi Keputusan Pembelian; dan Kualitas yang Dipersepsikan secara signifikan mempengaruhi Keputusan Pembelian melalui Kepercayaan Merek.
Co-Authors Adella Novita Candra Afandi, Eka Prasetia Ahmad Junaedi Angela Grace Santosa Angelica Satryo Annabella Claudia Kurniadi Annabella Claudia Kurniadi Ardiana Kurniasari Aria Ganna Henryanto Arviana, Vanessa Princessa Auditia Setiobudi Audrey Amadea Bramantyo, Paskalis Dio Burhan Bungin Christanty, Nanda Rika Christina Whidya Utami Cliff Kohardinata Damelina B. Tambunan David Sukardi Kodrat Devi Rahnjen Wijayadne Eduardus Tandelilin Eric Harianto Erni Saputri Halim Erwin Setiawan Esfandiani Widyakin Farren Ardina Fitra Muhammad Fauzi Fitriani, Reni Fransisca Desiana Pranatasari Gabriel Aprilia Gani, Ervina Abdul Gavrila Evania Prambudi Gunawan, Novita Cicilia Hana Chyntia Harijanto, Griffin Septian Hermeindito Joko, Fx Agus Kevin kevin Krismi Budi Sienatra Kusuma, Meidiahna Liestya Padmawidjaja Liliana Dewi Linda Setyawati Ningsih Pribadi, Putri Nusabika, Awdiqit Dwi Olasode, Tikristini Putri, Ayu Novianti Kresna Radiany, Ade Asria Rama Septriduta Surya Negara Retika, Steward Robert Gain Santosa, Angela Grace Saputra, Martinus Calvin Sembiring, Murphin Sembiring, Murpin Sonata Christian Sudirman, Maya Paramitha Dewanty Susanto, Veronica Puspitasari Tommy C. Efrata Tommy Christian Efrata Tri Cahyono Trianggoro Wiradinata Wiliam Santoso Yuli Kartika Dewi