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All Journal Jurnal Manajemen. MIX : Jurnal Ilmiah Manajemen Jurnal Komunikasi MITRA: Jurnal Pemberdayaan Masyarakat Jurnal Muara Ilmu Ekonomi dan Bisnis International Journal of Business Studies Jurnal Manajemen Bisnis dan Kewirausahaan Jurnal Bakti Masyarakat Indonesia Journal of Applied Data Sciences Journal of Sustainable Community Development (JSCD) Jurnal Abdimas Sangkabira Jurnal Manajerial Dan Kewirausahaan Prosiding Seri Seminar Nasional Journal of Economics, Entrepreneurship, Management Business and Accounting International Journal of Application on Economics and Business Jurnal Serina Ekonomi dan Bisnis Ambidextrous : Journal of Innovation, Efficiency and Technology in Organization Jurnal Manajemen Maranatha Jurnal Serina Abdimas
Hetty Karunia Tunjungsari
Faculty Of Economics And Business, Universitas Tarumanagara, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Public Health Social Sciences Other

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Kepuasan pelanggan sebagai mediasi pengaruh atmosfer, lingkungan, dan kualitas layanan terhadap loyalitas pengunjung mal di Jakarta Megi Putri Dwijayati; Hetty Karunia Tunjungsari
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 10 No 1 (2026): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v10i1.37230

Abstract

This study aims to analyze the role of customer satisfaction as a mediating variable in the relationship between mall atmosphere, mall environment, and service quality on customer loyalty in shopping centers in Jakarta. A quantitative approach was employed through a survey of 215 mall visitors selected using purposive sampling. Data were processed using Structural Equation Modeling–Partial Least Square (SEM-PLS) with the Embedded Two Stage Approach through SmartPLS. The results indicate that: (1) The mall environment has a significant effect on customer satisfaction and customer mall loyalty; (2) Service quality has a significant effect on customer satisfaction and customer mall loyalty; (3) Mall atmosphere does not have a significant effect on either customer satisfaction or customer mall loyalty; (4) Customer satisfaction has a significant effect on customer mall loyalty; and (5) Customer satisfaction mediates the influence of mall environment and service quality on customer mall loyalty. These findings emphasize that the quality of the physical environment and service performance are dominant determinants shaping customer satisfaction and loyalty. From the perspective of the Resource-Based View (RBV), these aspects function as strategic resources that enhance customer experience and support competitive advantage in an increasingly competitive retail landscape. Practically, this study recommends that mall managers prioritize improvements in physical facilities and service quality to strengthen both customer satisfaction and loyalty. Penelitian ini bertujuan menganalisis peran kepuasan pelanggan sebagai variabel mediasi dalam hubungan antara atmosfer mal, lingkungan mal, dan kualitas layanan terhadap loyalitas pelanggan pada pusat perbelanjaan di Jakarta. Pendekatan kuantitatif digunakan melalui survei terhadap 215 pengunjung mal yang dipilih dengan teknik purposive sampling. Data diolah menggunakan Structural Equation Modeling–Partial Least Square (SEM-PLS) dengan metode Embedded Two Stage Approach melalui SmartPLS. Hasil penelitian menunjukkan bahwa: (1) Mall environment berpengaruh signifikan terhadap customer satisfaction dan customer mall loyalty; (2) Service quality berpengaruh signifikan terhadap customer satisfaction dan customer mall loyalty; (3) Mall atmosphere tidak berpengaruh signifikan terhadap customer satisfaction maupun customer mall loyalty; (4) Customer satisfaction berpengaruh signifikan terhadap customer mall loyalty; dan (5) customer satisfaction memediasi pengaruh mall environment dan service quality terhadap customer mall loyalty. Temuan ini menegaskan bahwa kualitas lingkungan fisik dan layanan merupakan determinan dominan dalam membentuk kepuasan serta loyalitas pelanggan. Berdasarkan perspektif Resource-Based View (RBV), kedua aspek tersebut berfungsi sebagai sumber daya strategis yang mampu meningkatkan pengalaman pelanggan dan mendukung keunggulan bersaing mal di tengah persaingan ritel yang semakin ketat. Secara praktis, penelitian ini merekomendasikan agar pengelola mal memprioritaskan peningkatan fasilitas fisik dan kualitas layanan untuk memperkuat kepuasan maupun loyalitas pengunjung.
Pengaruh Pengetahuan Merek terhadap Niat Pembelian di Restoran Cepat Saji McD: dengan Mediasi Nilai yang Dirasakan dan Kepercayaan Merek Yerikho Saputra; Hetty Karunia Tunjungsari
Jurnal Manajerial Dan Kewirausahaan Vol. 7 No. 4 (2025): Jurnal Manajerial dan Kewirausahaan
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/a5fg1e88

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh pengetahuan merek terhadap niat pembelian di restoran cepat saji McDonald's, dengan nilai yang dirasakan dan kepercayaan merek sebagai variabel mediasi. Menggunakan pendekatan kuantitatif, data dikumpulkan melalui kuesioner yang didistribusikan kepada 150 konsumen McDonald's di Jakarta. Penelitian ini menggunakan Structural Equation Modeling (SEM) dengan SmartPLS untuk menguji hipotesis yang diajukan. Hasil penelitian menunjukkan bahwa pengetahuan merek berpengaruh signifikan terhadap niat pembelian, baik secara langsung maupun tidak langsung melalui variabel mediasi. Nilai yang dirasakan dan kepercayaan merek memainkan peran penting dalam memperkuat pengaruh pengetahuan merek terhadap niat pembelian konsumen. Temuan ini memberikan wawasan berharga bagi McDonald's untuk mengoptimalkan strategi pemasaran dengan fokus pada peningkatan pengetahuan merek, nilai yang dirasakan, dan kepercayaan merek guna meningkatkan loyalitas pelanggan dan kinerja penjualan. This study aims to analyze the effect of brand knowledge on purchase intention in McDonald's fast-food restaurants, with perceived value and brand trust as mediating variables. Using a quantitative approach, data was collected through questionnaires distributed to 150 McDonald's consumers in Jakarta. The research employs Structural Equation Modeling (SEM) with SmartPLS to test the proposed hypotheses. The results show that brand knowledge significantly affects purchase intention, both directly and indirectly through the mediators. Perceived value and brand trust play critical roles in enhancing the impact of brand knowledge on consumers' purchase intention. These findings offer valuable insights for McDonald's to optimize marketing strategies by focusing on improving brand knowledge, perceived value, and brand trust to boost customer loyalty and sales performance.
STRATEGIC ORIENTATION AND EXPORT PERFORMANCE OF FURNITURE SMES IN CENTRAL JAVA Sugih Rahmansyah; Agustinus Purna Irawan; Haris Maupa; Hetty Karunia Tunjungsari
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol. 9 No. 2 (2025): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v9i2.37655

Abstract

Industri furnitur merupakan salah satu sektor ekspor unggulan Indonesia; namun, banyak Usaha Kecil dan Menengah (UKM) furnitur masih menghadapi tantangan dalam mempertahankan kinerja ekspor di tengah meningkatnya persaingan global. Orientasi strategis telah diakui secara luas sebagai penentu penting kinerja perusahaan, namun temuan empiris mengenai pengaruh dimensi-dimensinya terhadap kinerja ekspor masih belum konklusif. Penelitian ini mengkaji pengaruh Orientasi Kewirausahaan dan Orientasi Pasar terhadap kinerja ekspor UKM furnitur di Jawa Tengah, Indonesia. Desain penelitian eksplanatori kuantitatif digunakan dengan memanfaatkan data survei yang dikumpulkan dari UKM furnitur yang berorientasi ekspor. Data dianalisis menggunakan *Partial Least Squares Structural Equation Modeling* (PLS-SEM) untuk mengevaluasi model pengukuran maupun model struktural. Temuan menunjukkan bahwa Orientasi Pasar berpengaruh positif terhadap kinerja ekspor, sedangkan Orientasi Kewirausahaan tidak memiliki pengaruh langsung yang signifikan. Hasil ini menunjukkan bahwa Orientasi Kewirausahaan dan Orientasi Pasar memberikan kontribusi yang berbeda terhadap kinerja ekspor, sehingga menyoroti pentingnya membedakan peran spesifik dari dimensi orientasi strategis dalam menjelaskan keberhasilan ekspor UKM. Temuan ini juga mengindikasikan bahwa, dalam konteks UKM furnitur yang berorientasi ekspor, pencapaian kinerja ekspor yang unggul terutama bergantung pada kemampuan perusahaan untuk memahami kebutuhan pelanggan, memantau pesaing, dan mengoordinasikan aktivitas organisasi dalam merespons dinamika pasar internasional. Penelitian ini berkontribusi pada literatur manajemen strategis dan bisnis internasional dengan menyajikan bukti empiris mengenai perbedaan pengaruh dimensi orientasi strategis terhadap kinerja ekspor di negara dengan ekonomi berkembang. Temuan ini juga memberikan wawasan praktis bagi manajer UKM dan pembuat kebijakan dengan menekankan pentingnya memperkuat strategi berorientasi pasar guna meningkatkan daya saing ekspor dalam industri furnitur.   The furniture industry is one of Indonesia's leading export sectors; however, many furniture small and medium-sized enterprises (SMEs) continue to face challenges in sustaining export performance amid increasing global competition. Strategic orientation has been widely recognized as an important determinant of firm performance, yet empirical findings regarding the effects of its dimensions on export performance remain inconclusive. This study investigates the effects of Entrepreneurial Orientation and Market Orientation on the export performance of furniture SMEs in Central Java, Indonesia. A quantitative explanatory research design was employed using survey data collected from export-oriented furniture SMEs. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate both the measurement and structural models. The findings indicate that Market Orientation positively influences export performance, whereas Entrepreneurial Orientation does not have a significant direct effect. These results demonstrate that Entrepreneurial Orientation and Market Orientation contribute differently to export performance, highlighting the importance of distinguishing the specific roles of strategic orientation dimensions in explaining SME export success. The findings further suggest that, in the context of export-oriented furniture SMEs, achieving superior export performance depends primarily on the firm's ability to understand customer needs, monitor competitors, and coordinate organizational activities in response to international market dynamics. This study contributes to the strategic management and international business literature by providing empirical evidence on the different effects of strategic orientation dimensions on export performance in an emerging economy. The findings also offer practical insights for SME managers and policymakers by emphasizing the importance of strengthening market-oriented strategies to enhance export competitiveness in the furniture industry.
Pembentukan niat pembelian ulang konsumen pada e-commerce: Peran kepuasan, kepercayaan, nilai yang dirasakan, dan pengalaman daring Windy Fasmita; Hetty Karunia Tunjungsari
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 10 No 4 (2026): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v10i4.38428

Abstract

This study aims to examine the factors influencing repurchase intention in the e-commerce sector, with particular emphasis on the roles of e-satisfaction, e-trust, perceived value, and prior online experience. Despite the rapid expansion of e-commerce in Indonesia, maintaining consumer loyalty remains a significant challenge, as the growth in transaction value does not necessarily correspond with increased customer retention. Employing a quantitative research design, data were collected through an online questionnaire distributed to 331 respondents who had engaged in online shopping activities within the past six months. The data were subsequently analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach with the assistance of SmartPLS4 software. The findings reveal that e-trust and perceived value exert a significant positive influence on repurchase intention. In contrast, e-satisfaction was found to have no significant effect on consumers’ intention to repurchase. Furthermore, prior online experience was identified as a mediating factor that strengthens the relationship between e-trust, perceived value, and repurchase intention while no mediation effect was observed in the relationship involving e-satisfaction. These results suggest that, within the contemporary e-commerce environment, consumer trust and value perception play a more substantial role than satisfaction in encouraging repeat purchase behavior. Penelitian ini bertujuan untuk menganalisis pengaruh kepuasan elektronik, kepercayaan elektronik, nilai yang dirasakan dan pengalaman daring sebelumnya terhadap niat pembelian ulang pada sektor e-commerce. Meskipun pertumbuhan e-commerce di Indonesia terus meningkat, mempertahankan loyalitas konsumen masih menjadi tantangan bagi perusahaan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap 331 responden yang pernah berbelanja melalui e-commerce dalam enam bulan terakhir. Data dianalisis menggunakan software Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan bantuan SmartPLS 4. Hasil penelitian menunjukkan bahwa kepercayaan elektronik dan nilai yang dirasakan berpengaruh positif dan signifikan terhadap niat pembelian ulang, sedangkan kepuasan elektronik tidak berpengaruh signifikan. Selain itu, pengalaman daring sebelumnya terbukti memediasi hubungan antara kepercayaan elektronik dan nilai yang dirasakan terhadap niat pembelian ulang, namun tidak memediasi hubungan antara kepuasan elektronik dan niat pembelian ulang. Temuan ini menunjukkan bahwa kepercayaan konsumen dan persepsi nilai memiliki peran yang lebih besar dibandingkan kepuasan dalam mendorong pembelian ulang pada e-commerce.
Green Marketing, Green Signaling Strength, and Value Differentiation in Sustainable Fashion Purchase Intention Shinta Rahmani; Muhammad Ali Iqbal; Hetty Karunia Tunjungsari
Journal of Economics, Entrepreneurship, Management Business and Accounting Vol 4 No 3 (2026): Volume 4, Issue 3, May 2026
Publisher : CV. Sakura Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61255/jeemba.v4i3.1076

Abstract

Purpose: This study investigates how green marketing is translated into purchase intention for sustainable fashion and identifies the consumer evaluations that make sustainability communication persuasive. The issue is especially relevant in fashion because purchase decisions combine functional considerations with symbolic and identity-related meanings, while sustainability claims do not always produce a consistent behavioral response. Design/methodology/approach: The research used a quantitative explanatory design and analyzed online survey responses from 200 consumers. The proposed model incorporated green marketing, green signaling strength, value differentiation, environmental identity, consumption visibility, and purchase intention. PLS-SEM was employed to estimate direct relationships, sequential mediation, and moderating effects. Findings: Green marketing showed no significant direct relationship with purchase intention. Instead, the relationship was fully transmitted through a sequential mechanism in which green marketing increased green signaling strength, stronger signals enhanced value differentiation, and differentiated value increased purchase intention. Environmental identity significantly moderated the green signaling strength-value differentiation relationship, whereas consumption visibility did not produce a significant moderating effect. Originality/value: The study identifies value differentiation as the pivotal evaluative link between sustainability communication and purchase intention. For sustainable fashion brands, the findings imply that environmental messages are more effective when consumers can verify their credibility and recognize concrete, distinctive value rather than receiving broad green claims alone.
Co-Authors Abimantrana, Intar Adelia Adi Zakaria Afiff Agustinus Purna Irawan Akbar Bimadi Albino, Danovan Putra Alvin Alvin Christianto Alvindy Angeline Suwandi Anggit Mardiana Permatasari Anny Valentina Antonia, Caren Evelyn Ardianto, Jesica Ariamurti, Febby Ariawan Gunadi Asri, Marselinus Aurea Beryl Nathania Bomer Bagus Mulyawan bagus Mulyawan Bernadeth Tongli Buana, Salsabila Ayunda Martsa Buana, Salsabilla Ayundha Martsha Cahya, David Dwi Cahyadi, Febrianne Clarissa Calvinus, Yohanes Canny, Canny Chairy Chairy Chairy Chairy Chandra, Richard Christian Wiradendi Wolor Christofen Michael Darren Clarice Alverina Cynthia Cynthia Dafit Ari Hardiyanto Dany Lumanau Demetrius, Felix Dennis Lunardy Denzel Edgar Desi Arisandi Desmond Desmond Dita Nurma Adelia Dwianto, Agung Surya Edwin Handoko Ellen Ellen Endah Setyaningsih Eric Cantona Ernesto, Farrel Fajar Saputra Fellycia Chandra Frangky Selamat Frangky Selamat Frangky Selamat Frangky Slamet Franky Selamat Fransisca Iriani Roesmala Dewi Gabriela Widya Wulandari Handoko Gozali, Tiffany Hardion, Rifaldo Haris Maupa Hartojo, Graciella Jocelyn Helen Helen Heliza Septiani Herman, Abdullah Arbian Hery Widijanto Heryanto, Jacky Hoo, Wong Chee Ibnaty Fauziah Ismayani, Elygia Putri Jap Tji Beng Jerico, Hernando Jonathan, Darren Kamil, Mas M. Rafi Futuwah Kennedy Lianto Kevin Adhi Dhamma Setiawan Khoiron Khoiron Komar, Husin Kusnadi, Darren Kusuma, Jesslyn Putri Leviani, Marissa Lie, Vincent Liong, Angelica David Livina, Livina Louis Geraldi Marcellita Oktaviani Marchia, Viella Marlie, Virla Morelin Megi Putri Dwijayati Mei Ie Mei Ie Mellisa, Mellisa Melshaf Miccolie, Jose Almeyda Michelle Augustine Mohamad Sajili Monica, Angelina Muhammad Ali Iqbal Mutiara, Maitri Widya Nelviluvita Nelviluvita Novario Jaya Perdana Novraldy Xaverius Lihawa Patricia Sarlin Gozali Phang, Stephanie Pison Febrian Robert Tua Barasa Selamat, Frangky Septihani Michella Wijaya Sherly Friszkilia Alexander Shinta Rahmani Solikhah, Nafia Sri Tiatri Sriatmojo, Wibowo Stephanie Stephanie Sudharmono, Johny Sugih Rahmansyah Supriwanto, Supriwanto Syahrivar, Jhanghiz Theresia Viony Wijaya Utama, Didi Widya Vanessya Blandina Dasmasela Velen Velen Victoria Valentina Viella Marchia Vindi Jessika Sampe Viny Christanti M Vony Riyanto Widarko, Ronald Widya Nur Hidayati William Vernandez Willyanto, Vinnie Windy Fasmita Wulan Purnama Sari Yerikho Saputra Yohanes Arief Pratama Yukianti, Chiara Yukianti, Chiara Rizka Yuszana, Alfa