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Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa JNE Di Yogyakarta Wulandari, Putri; Sutiono, Heru Tri; Kussujaniatun, Sri
Jurnal Ilmiah Manajemen Kesatuan Vol 9 No 2 (2021): JIMKES Edisi Agustus 2021
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v9i2.470

The purpose of this study is to analyze the effect of service quality and brand image on customer loyalty through customer satisfaction to customer service JNE in Yogyakarta. The method used was purposive sampling, with the sampling of the population is based on certain criteria namely JNE service customer in Yogyakarta have used JNE service at least 2 times. The sample in this study were 270 respondents. Data analysis methods include descriptive analysis and quanitative analysis using the SEM (Structural Equation Modeling),an analysis technique based on PLS (Structural Equation Modeling). The result of this study prove that (1) service quality has a positive and significant effect on customer satisfaction (2) brand image service quality has a positive and significant effect on customer satisfaction (3) service quality has a positive and significant effect on customer loyalty (4) brand image has a positive and significant effect on customer loyalty (5) customer satisfaction has a positive and significant effect on customer loyalty (6) service quality has a positive and significant effect on customer loyalty through customer satisfaction (7) brand image has a positive and significant effect on customer loyalty through customer satisfaction.

Parasocial Interaction as a Mediator: Unraveling the Influence of Social Media Influencers on Purchase Intentions Sutiono, Heru Tri; Hayumurti, Aruna Kintamani; Tugiyo, Tugiyo; Harjanti, Sri
Asia Pacific Journal of Management and Education (APJME) Vol 7, No 1 (2024): March 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v7i1.2937

This research aims to analyze the influence of social media influencers on the purchase intention of online shopping application users in Indonesia, by including parasocial interactions as a mediator. There were 200 respondents obtained through purposive sampling technique. Using PLS-SEM (Partial Least Squares Structural Equation Modeling), the research results reveal that (1) social media influencers have a positive and significant direct influence on purchase intention; and (2) the influence of influencers is not only direct but also through mediated parasocial interactions. These findings become valuable insights for marketers in increasing the effectiveness of marketing strategies through collaboration with influencers. Overall, this research underscores the critical role of social media influencers in shaping purchase intention among online shopping application users in Indonesia, emphasizing the significance of emotional connections and engagement in influencing consumer behavior. In summary, the study results underscore the notable impact of social media influencers on the intention to purchase among users of online shopping platforms in Indonesia.

The Influence Of Business Strategy, Environmental Management, On Competitive Advantage Mediated By Innovation In Eco-Friendly Culinary Umkm In Yogyakarta City Finda, Perdana Fiara; Sabihaini; Sutiono, Heru Tri
Primanomics : Jurnal Ekonomi & Bisnis Vol. 22 No. 3 (2024): Primanomics : Jurnal Ekonomi dan Bisnis
Publisher : Fakultas Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31253/pe.v22i3.3127

This study examines and analyzes the effect of Business Strategy, Environmental Management, on the Competitive Advantage of Eco-friendly Culinary MSMEs mediated by Innovation. The research method uses a quantitative approach with a sample of 122 respondents. The analysis tool uses Smart-PLS. The results in this study indicate that, Business Strategy has a positive and significant effect on Competitive Advantage; Environmental Management has a positive and significant effect on Competitive Advantage; Business Strategy has a positive and significant effect on Innovation; Environmental Management has a positive and significant effect on Innovation; Innovation has a positive and significant effect on Competitive Advantage. Then, Business Strategy has a positive and significant effect on Competitive Advantage mediated by Innovation; and Environmental Management has a positive and significant effect on Competitive Advantage mediated by Innovation. Based on the results of this study, it can be interpreted that the owners and managers of Culinary MSMEs have implemented business strategies that are more efficient and effective to make the latest products and can be enjoyed by consumers of Culinary MSMEs in Yogyakarta City. In addition, MSMEs have also implemented waste management generated from business activities and collaborated with local communities, then also implemented process innovation in an effort to prevent environmental pollution to increase competitive advantage.

Analysis of Consumer Behavior in the Usage of OVO in the Special Region of Yogyakarta Province: Integration of Theory Acceptance Model and Extended Theory of Planned Behavior Rifki, Akbar Faiz; Sugandini, Dyah; Sutiono, Heru Tri
Journal of Business Innovation and Research Vol 3, No 1 (2024): JOURNAL OF BUSINESS INNOVATION AND RESEARCH
Publisher : UPN Veteran Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31315/jubir.v3i1.12252

This research aims to investigate consumer behavior in using OVO in DIY Province through the integration of the Theory Acceptance Model (TAM) and the Extended Theory of Planned Behavior (TPB). The object of this research was carried out in DIY Province with a total sample of 203 respondents who met the criteria. Research data was obtained through distributing questionnaires online which was then processed via Smart PLS to determine the influence between the variables tested. The research results found that perceived benefits and perceived ease of use influence attitudes towards using the OVO application. Besides that, attitudes, subjective norms and perceived behavioral control have a significant effect on behavioral intentions in using the OVO application. Research shows that perceived usefulness (β=0.405) has a stronger influence on attitudes compared to perceived ease of use (β=0.151). Meanwhile, perceived behavioral control (β=0.532) has a higher influence on behavioral intentions compared to attitudes (β=0.241) and subjective norms (β=0.130).

The Influence of Social Media Marketing, Word of Mouth, Brand Awareness on Purchase Decision Through Bursa Coffee Consumer Satisfaction Herkamilan, Verdi; Sutiono, Heru Tri; Yudhiantoro, Danang
Journal of Business Innovation and Research Vol 3, No 1 (2024): JOURNAL OF BUSINESS INNOVATION AND RESEARCH
Publisher : UPN Veteran Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31315/jubir.v3i1.12069

This research aims to explore the direct and indirect effects of social media marketing, word of mouth, and brand awareness on purchase decisions through consumer satisfaction at Bursa Coffee in Sleman city. The study employs a quantitative approach with the population being all Bursa Coffee consumers in Sleman. The sample collected in the Sleman area was 163 respondents. A questionnaire was utilized to collect data from 163 respondents aged 20-25, encompassing both genders and educational backgrounds from high school to postgraduate levels. Also work backgrounds. Monthly expenditures ranged from Rp100,000 to Rp500,000, and monthly visits varied from 1 to more than 3 times. The data analysis technique employed in this research is Partial Least Square (PLS). Results reveal that social media marketing, word of mouth, and brand awareness significantly and positively influence purchase decisions. Additionally, these factors positively impact consumer satisfaction, and consumer satisfaction, in turn, positively affects purchase decisions. The study indicates that social media marketing, word of mouth, and brand awareness collectively influence purchase decisions through the mediator of consumer satisfaction.

Parasocial Interaction as a Mediator: Unraveling the Influence of Social Media Influencers on Purchase Intentions Sutiono, Heru Tri; Hayumurti, Aruna Kintamani; Tugiyo, Tugiyo; Harjanti, Sri
Asia Pacific Journal of Management and Education (APJME) Vol 7, No 1 (2024): March 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v7i1.2937

This research aims to analyze the influence of social media influencers on the purchase intention of online shopping application users in Indonesia, by including parasocial interactions as a mediator. There were 200 respondents obtained through purposive sampling technique. Using PLS-SEM (Partial Least Squares Structural Equation Modeling), the research results reveal that (1) social media influencers have a positive and significant direct influence on purchase intention; and (2) the influence of influencers is not only direct but also through mediated parasocial interactions. These findings become valuable insights for marketers in increasing the effectiveness of marketing strategies through collaboration with influencers. Overall, this research underscores the critical role of social media influencers in shaping purchase intention among online shopping application users in Indonesia, emphasizing the significance of emotional connections and engagement in influencing consumer behavior. In summary, the study results underscore the notable impact of social media influencers on the intention to purchase among users of online shopping platforms in Indonesia.

How do social entrepreneurship factors influence sustainable business development? The mediating role of social network Kusmantini, Titik; Sutiono, Heru Tri; Hartati, Anis Siti; Robani, Anidah; Diantoro, Aris Kusumo; Rahmadati, Ashila Metta
Asian Management and Business Review Volume 5 Issue 1, 2025
Publisher : Master of Management, Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/AMBR.vol5.iss1.art9

This study aimed to empirically investigate the factors of social entrepreneurship - namely, social mission, social innovation, and the mediating role of social networks in achieving sustainable business development within developing tourist villages. The research employed a quantitative approach, focusing on 42 tourist villages in Bantul Regency. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings revealed that social missions and social networks significantly and positively impact sustainable business development. However, social innovation did not show a significant effect on sustainable business development. Notably, social networks positively and significantly mediated the relationship between social innovation and sustainable business development. This study has several limitations. Firstly, it measured only two factors and one mediator of social entrepreneurship in addressing sustainable business development. Future research could explore other elements of social entrepreneurship, such as risk-taking. Secondly, social networking was used as a mediating variable; future studies could expand on this by incorporating HR practices. The results of this study have implications for social entrepreneurs, emphasizing the creation of relevant social and economic value for individuals and teams by addressing social and environmental needs. This approach is essential for developing creative and innovative solutions that ensure social, economic, and environmental sustainability in both normal and abnormal ecological situations.

The Effect of Product Quality, Service Quality, and Physical Environment on Repurchase Intention through Customer Satisfaction in Jatinangor House Sorowajan Nawawi, Mohammad Hisyam; Wisnalmawati, Wisnalmawati; Sutiono, Heru Tri
Strata International Journal of Social Issues Vol. 2 No. 1 (2025): February
Publisher : CV. Strata Persada Academia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59631/sijosi.v2i1.309

This research aims to examine the influence of product quality, service quality, physical environment influence customer satisfaction. Customer satisfaction influence repurchase intention. Product quality, service quality, physical environment influence intentions which are mediated by customer satisfaction. Methods: This research examines the effect of product quality, service quality, physical environment on repurchase intentions. Sample taken from consumers in Jatinangor house sorowajan. The number of samples in this research was 80 respondents. The sampling technique uses accidental, namely distributing questionnaires to consumers who meet in WhatsApp groups. The data was tested with the variable product quality, service quality, physical environment, repurchase intention. Data were analyzed using the Structural Equational Model (SEM) with Partial Lease Square (Smart PLS) technique. Results: The research results show that the product quality, physical environment influence customer satisfaction. Except for service quality does not have a significant effect. Customer satisfaction influence repurchase intention. Product quality, service quality, physical environment influence intentions which are mediated by customer satisfaction. Novelty: The novelty of this research is that customer satisfaction can increase the repurchase intention on Jatinangor house Sorowajan. Theory implications – The findings of this study may contribute to consumer behavior models, Practical implications Strategizing product, service, and physical environment Jatinangor house Sorowajan, and Triple duties.

Pengaruh Elektronik Word of Mouth terhadap Minat Beli Skincare dan Kosmetik Lokal secara Online melalui Kepercayaan Uyun, Nadia Azkal; Sutiono, Heru Tri; Sugandini, Dyah
Strata Social and Humanities Studies Vol. 1 No. 2 (2023): October
Publisher : CV. Strata Persada Academia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59631/sshs.v1i2.104

This research seeks to observe and test consumers' online purchasing interests based on the role of trust and Electronic Word of Mouth (E-WOM). This research uses PLS (Partial Least Square) based on SEM (Structural Equation Modeling). The sample in this research was 188 consumers from 5 regions in the Special Region of Yogyakarta. This research uses a purposive sampling technique in data collection. The criteria for respondents are women aged 20-30 years. The results of this research found that there is a positive and significant direct influence of both E-WOM and trust on online buying interest in local skincare and cosmetics in Indonesia, especially in Yogyakarta. So, it can be said that interest or intention to buy online depends on both E-WOM and trust. However, the mediating role of trust was also tested in this study, and the results were positive and significant. So, it can be said that online purchasing intentions, apart from being directly dependent on E-WOM, can also be mediated by trust.

The Influence of Social Media Marketing, Word of Mouth, Brand Awareness on Purchase Decision Through Bursa Coffee Consumer Satisfaction Herkamilan, Verdi; Sutiono, Heru Tri; Yudhiantoro, Danang
Journal of Business Innovation and Research Vol. 3 No. 1 (2024): JOURNAL OF BUSINESS INNOVATION AND RESEARCH
Publisher : UPN Veteran Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31315/jubir.v3i1.12069

This research aims to explore the direct and indirect effects of social media marketing, word of mouth, and brand awareness on purchase decisions through consumer satisfaction at Bursa Coffee in Sleman city. The study employs a quantitative approach with the population being all Bursa Coffee consumers in Sleman. The sample collected in the Sleman area was 163 respondents. A questionnaire was utilized to collect data from 163 respondents aged 20-25, encompassing both genders and educational backgrounds from high school to postgraduate levels. Also work backgrounds. Monthly expenditures ranged from Rp100,000 to Rp500,000, and monthly visits varied from 1 to more than 3 times. The data analysis technique employed in this research is Partial Least Square (PLS). Results reveal that social media marketing, word of mouth, and brand awareness significantly and positively influence purchase decisions. Additionally, these factors positively impact consumer satisfaction, and consumer satisfaction, in turn, positively affects purchase decisions. The study indicates that social media marketing, word of mouth, and brand awareness collectively influence purchase decisions through the mediator of consumer satisfaction.

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