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All Journal JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Journal of Consumer Science Jurnal Ilmiah Manajemen dan Bisnis (JIMB) MIX : Jurnal Ilmiah Manajemen EQIEN - JURNAL EKONOMI DAN BISNIS Journal of Enterprise and Development (JED) juremi: jurnal riset ekonomi Prosiding Konferensi Nasional PKM-CSR Kajian Branding Indonesia Jurnal Pengabdian Mandiri Priviet Social Sciences Journal
Prita Prasetya
Universitas Prasetiya Mulya
Humanities Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Exploring Relationship Value through Second-Order Model and Importance-Performance Map Prasetya, Prita; Najib, Mukhamad; Darmawan, Teuku Fajar Akbar
MIX: JURNAL ILMIAH MANAJEMEN Vol 15, No 3 (2025): MIX : Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jurnal_mix.2025.v15i3.003

Abstract

Objectives: This research aims to examine the direct impact of relationship value (RV) on distributor satisfaction through a second-order analysis using structural equation modeling (SEM). The study focuses on understanding how various dimensions of RV contribute to enhancing satisfaction among distributors.Methodology: A cross-sectional survey was conducted, collecting data from 193 middle-class distributors. The analysis employs a second-order model to explore the relationships between RV dimensions and distributor satisfaction, while also utilizing Importance-Performance Map Analysis (IPMA) to identify key areas for improvement.Finding: The results confirm the direct influence of RV on distributor satisfaction. The second-order model effectively identifies several critical dimensions of RV that significantly enhance satisfaction. IPMA results highlight that strengthening distributor reliance on sellers by providing more valuable market insights can boost satisfaction. Additionally, RV supported by seller expertise and timely market entry can foster stronger relationships with principals.Conclusion: This study offers valuable insights for managers, recommending a focus on the most critical dimensions of RV to improve distributor satisfaction and overall performance. By enhancing support and expertise, companies can build more positive and lasting relationships with their distributors.
Optimizing Business Performance Through Relationship Quality and Value Co-Creation Prasetya, Prita
Jurnal Ilmiah Manajemen dan Bisnis Vol 10, No 2 (2024): Jurnal Ilmiah Manajemen dan Bisnis
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jimb.v10i2.27593

Abstract

The relationship between the concept of relationship marketing and performance is a major focus in the management and marketing literature. This research aims to explore and analyze how value co-creation and relationship quality contribute to improving performance in the context of the B2B industry. Using quantitative methods with partial least squares structural equation modeling (PLS-SEM), this study tests the hypotheses linking relationship quality, value creation, and performance. The data was obtained from a survey of 105 retailers (SEM PLS 4) to analyze the data collected from 105 retailers. Respondents consisted of managers and owners who have direct experience in customer relationship management. The analysis results show that relationship quality has a direct and positive influence on value co-creation and performance. In addition, value co-creation was also found to have a direct and positive influence on performance. Most importantly, this study reveals that value co-creation mediates the effect of relationship quality on performance. That relationship quality is an important foundation that is beneficial to the performance achieved through value co-creation between manufacturers and retailers. The theoretical contribution of this study is that it strengthens the understanding in the literature of how relationship quality and value co-creation are interrelated and jointly influence performance in a B2B context. Practically, the findings underscore the importance for firms to not only focus on building strong relationships but also actively engage in value co-creation activities to optimize business performance.
Erigo Customer Loyalty at Shopee E-Commerce Prido Risnaldi; Hartoyo; Prasetya, Prita
Indonesian Journal of Business and Entrepreneurship Vol. 9 No. 1 (2023): IJBE, Vol. 9 No. 1, January 2023
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.9.1.141

Abstract

Digital marketing is using digital technology to develop channels to reach consumers more effectively. The millennial era is concerned with the consumer experience when buying, but the problems and opportunities they face are building a good consumer experience in a digital context. The aims of this study were (1) to analyze the effect of experience on Erigo's customer satisfaction, (2) to analyze the effect of satisfaction, trust and commitment on Erigo's customer loyalty, and (3) to formulate managerial implications that can increase satisfaction, trust, commitment and Erigo consumer loyalty. The participants in this study were Erigo's customers who met certain criteria using a purposive sampling technique. Five to ten samples are required for each variable parameter estimation. This study used a total sample of 347 people using SEM-PLS. Based on the research results, (1) the consumer experience variables that influence customer satisfaction are competence, helpfulness, personalization, value for time. Meanwhile, the variables of consumer experience that have little effect on customer satisfaction are accessibility, customer recognition, problem solving, and promise fulfillment, (2) Trust and commitment have an effect on consumer loyalty, but consumer satisfaction has less effect on consumer loyalty, (3) The results of the study show that the level of customer satisfaction, trust, commitment and loyalty has not been achieved optimally with the customer experience approach. Managerial implications of using the STP technique (Segmentation, Targeting, Positioning) are useful for increasing Erigo consumer satisfaction, trust, commitment and loyalty to Shopee e-commerce. Keywords: digital marketing, consumer experience, consumer satisfaction, consumer loyalty, SEM-PLS
Co-Authors Agus Wijaya Soehadi Anggun Angelia Atmaja Angie Trixie Anndy Tanuri Budi Eko Soetjipto Christian Kuswibowo Darmawan, Teuku Fajar Akbar Denzel Da Polla Derick Philander Santosa Dian Primanita Oktasari Eric Jansen Evelyn Irawan Sutanto Fathony Rahman Febrina Mahliza Felix Tanoto Francisco Redi Wijaya Gabriella Aurielle Wijaya Giovanni Putri Hendrata Gusti Ayu Saras Ayu Pagar Dewi Hartoyo Istijanto Istijanto Jeremy Dharma Jessica Kathy Sunarta Khantidhira Winona Suharto Louis William Hadi Saputra Mohammad Rifki Mukhamad Najib Mukti Ali, Mochammad Nakeisha Aurielle Peter Wan Pramana, Louise Valencia Prido Risnaldi Putri, Naomi Valerisha Astridira Riska Rosdiana Rosdiana, Riska Setiadi Djohar Shierly Angela Stanley Soen Stefanus Jason Hajadi Stelya Clarence Latuperisa Stephen Timothy Steven Nugraha Niao Theng Kiem Hwa Timothy Antonius Sevenson Veronica Lila Novesaria Viona Santoso Widyanty, Winda Winda Widyanti Winda Widyanty Yayi Suryo Prabandari