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Analisis Kepuasan Pelanggan Berdasarkan Dimensi Servqual Menggunakan Metode Importance Performance Analysis: Studi Pada Indihome Witel Bandung Irma Mardiana; R. Nurafni Rubiyanti
Jurnal Ekonomi, Bisnis & Entrepreneurship Vol. 11 No. 1 (2017): Jurnal Ekonomi, Bisnis & Entrepreneurship (e-Journal)
Publisher : Pusat Penelitian dan Pengabdian Pada Masyarakat (P3M) STIE Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/08yfpf91

PT. Telkom is the largest telecommunications company in Indonesia that plays an important role in the development of the national telecommunications. In 2012, PT Telkom launched IndiHome (Indonesia Digital Home), that is is a multi product bundling packages of Telkom consisting landlines, internet and interactive television services (USee Tv). As the largest telecommunications company in Indonesia, PT. Telkom should provides satisfaction through good quality services in accordance with expected by the customer.The purpose of this study is to know how satisfied customers IndiHome Witel Bandung by comparing the level of customer expectations and IndiHome Witel Bandung’s performance levels-based method SERVQUAL. Data collection method is done by distributing questionnaires to 100 customers of IndiHome Witel Bandung that currently active subscription (existing). The results of data from questionnaires, processed by using Gap analysis to know the level of customer satisfaction, after that reprocessed by using Important Performance Analysis (IPA) or also called Kartesius Diagram analysis to know which attributes or dimensions that need to be a priority IndiHome Witel Bandung for improved performance levels and any attributes or dimensions that need to be retained by the company. Based on the results of data processing, it is known customer’s appraisal on 21 of performance attributes and 21 of expectations attributes indicate that all the attributes or dimensions have a gap between customers' perception of indihome’s performance and customer expectations. As well as with the level of conformity obtained is still below 100%, ie 79.5%. It means that Indihome’s performance still has not filled customer expectations. Based on the Kartesius diagram on Important Performance Analysis (IPA), there are eight indicators and two dimensions, they are reliability dimensions and responsiveness dimensions that Indihome should be the focus to be immediately rectified their performance.

Consumer Satisfaction Analysis Towards Store Atmosphere And Location Using Importance-Performance Analysis Farah Nur Fadhilah; Nurafni Rubiyanti
Jurnal Manajemen Industri dan Logistik inpress publication
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar

This study aims to analyze customer satisfaction with store atmosphere and location using Importance Performance Analysis (IPA). Sampling was done by using probability sampling technique used is judgment sampling with 100 consumer respondents who have visited and made purchases at Yugen Cafe. The results of the data from the distribution of the questionnaire were obtained using Gap analysis to determine the level of customer satisfaction and then retrieved using Important Performance Analysis (IPA) to find out which attributes need to be maintained by the company's performance. Based on the results of data processing, it can be seen that the customer's assessment of 30 performance attributes and 30 expectations attributes indicates that all attributes have a gap between customer perceptions of Yugen Cafe. Based on the level of conformity, the results obtained 95.1%, indicating that it is still below 100% and has not met customer expectations at Yugen café.

The Linking of User Experience, Application Quality, Customer Satisfaction, and Customer Loyalty on the Kopi Kenangan Application in Bandung City: A Conceptual Paper Sheren Marselina; Arry Widodo; Nurafni Rubiyanti
Best Journal of Administration and Management Vol 4 No 3 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v4i3.434

The acceleration of digital transformation in the food and beverage (F&B) industry after the COVID-19 pandemic has significantly shifted consumer behavior from offline transactions toward digital platform-based services. This condition encourages coffee retail companies to optimize mobile applications to improve customer engagement and retention. Kopi Kenangan, as one of Southeast Asia’s leading coffee-tech companies, faces challenges in maintaining customer loyalty amid intense competition in Bandung’s digital coffee market. This study aimed to develop a conceptual framework explaining the relationship between User Experience (UX), Application Quality, Customer Satisfaction, and Customer Loyalty within the Kopi Kenangan application ecosystem. This study employed a conceptual paper approach using a Systematic Literature Review (SLR) by synthesizing more than 30 peer-reviewed academic articles published between 2020 and 2025. The findings indicate that User Experience and Application Quality positively influence Customer Satisfaction, which subsequently strengthens Customer Loyalty. Furthermore, Customer Satisfaction was identified as a dominant mediating variable in the relationship between digital interaction quality and loyalty. This study formulated seven conceptual propositions that can be empirically tested in future research using SEM-PLS approaches. The study also provides theoretical and practical implications for improving digital customer retention strategies in the app-based coffee retail industry.

A Conceptual Framework: The Effect of Digital Integration on Inventory Performance Through Supply Chain Visibility and Demand Forecast Accuracy in Indonesian FMCG Firms Sadique Ali; Arry Widodo; R. Nurafni Rubiyanti
Best Journal of Administration and Management Vol 4 No 3 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v4i3.436

The Fast-Moving Consumer Goods (FMCG) industry in Indonesia has shown strong growth in recent years; however, firms still face ongoing supply chain challenges, such as high logistics costs, complex multi-tier distribution networks, and uneven levels of digital adoption. These issues highlight the importance of understanding how digital capabilities can effectively translate into improved operational performance. In response, this study proposes a conceptual framework that examines the impact of digital integration on inventory performance through the sequential mediating roles of supply chain visibility and demand forecast accuracy. Drawing on Information Processing Theory (IPT), digital integration is viewed as a key information-processing capability that helps firms manage uncertainty by improving data sharing, visibility, and decision-making across the supply chain. A quantitative, cross-sectional research design is proposed, with a target sample of at least 150 respondents from FMCG firms operating in Indonesia. Data will be collected using structured questionnaires and analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The framework also includes control variables, such as firm size, firm age, and FMCG sub-sector, to capture differences across organizations. This study contributes to the existing literature by extending IPT into a multi-stage sequential mediation model, demonstrating how digital integration is translated into measurable performance outcomes through intermediate information-processing stages. It also offers practical insights for managers and policymakers by emphasizing that fully integrated digital ecosystems, rather than fragmented technological solutions, are essential for enhancing supply chain efficiency and inventory performance in emerging markets.

The Influence of Digital Marketing on Generation Z's Purchase Intention Toward Green Products: The Mediating Roles of Green Brand Trust and Brand Image at The Body Shop Bandung Indonesia Miranda Oktaviani; Arry Widodo; Nurafni Rubiyanti
Best Journal of Administration and Management Vol 4 No 3 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v4i3.437

This conceptual paper examines the influence of digital marketing strategy on Generation Z’s purchase intention toward green products at The Body Shop Indonesia, with green brand trust and brand image positioned as mediating variables. The study develops an integrated conceptual framework grounded in the Stimulus–Organism–Response (S-O-R) framework and Signalling Theory to explain how digital marketing activities shape consumer behavioral intentions through psychological mechanisms. In this framework, digital marketing strategy functions as the external stimulus, while green brand trust and brand image represent internal organismic responses that influence purchase intention as the behavioral outcome. The paper also proposes both parallel and serial mediation relationships between green brand trust and brand image in explaining sustainable consumer behavior among Generation Z. The conceptual analysis suggests that credible and sustainability-oriented digital marketing communication can strengthen consumer trust, enhance positive brand image, and ultimately increase purchase intention toward environmentally friendly products. Furthermore, green brand trust is proposed as a stronger foundational mechanism that subsequently reinforces brand image. This study contributes to the green marketing and consumer behavior literature by offering an integrated conceptual model that combines cognitive, emotional, and behavioral dimensions within the context of sustainable digital marketing. The framework also provides managerial insights for ethical brands in designing authentic digital communication strategies to engage environmentally conscious Generation Z consumers in emerging markets.

ELECTRONIC WORD OF MOUTH ANDA RELIGIOSITY ON PURCHSE INTENTION: THE MODERATING ROLE OF BRAND HATE AMONG STARBUCKS CONSUMERS IN INDONESIA Shilmy Diyani; Putu Nina Madiawati; Nurafni Rubiyanti
Multidisciplinary Indonesian Center Journal (MICJO) Vol. 3 No. 1 (2026): Vol. 3 No. 1 Edisi Januari 2026
Publisher : PT. Jurnal Center Indonesia Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62567/micjo.v3i1.1849

The emergence of consumer boycotts driven by socio-political issues reflects a fundamental shift in consumer behavior in the digital era. In Indonesia, a country characterized by high religiosity and extensive social media engagement, the rapid dissemination of negative information through electronic word of mouth (e-WOM) can trigger strong emotional reactions toward brands. Starbucks Indonesia represents a salient case in which the brand became associated with the Israel–Palestine conflict, generating moral debates, religious sentiments, and intense brand-related hostility in digital spaces. In this context, consumers act not merely as rational economic actors, but as moral agents whose purchasing decisions are influenced by deeply held values and beliefs. This study aims to examine the effects of e-WOM and religiosity on purchase intention, with brand hate serving as a moderating variable among Starbucks consumers in Indonesia. Specifically, the research investigates how exposure to negative online narratives and consumers’ religiosity shape emotional responses in the form of brand hate, and how these responses influence purchasing intentions within a boycott context. A quantitative research design was employed using a survey method targeting Starbucks consumers in Indonesia who were aware of the boycott related to the Israel–Palestine conflict. Data were collected through structured questionnaires and analyzed using structural equation modeling to assess both direct and indirect relationships among variables, including the moderating role of brand hate. This approach enables a comprehensive understanding of the psychological and behavioral mechanisms underlying consumer responses to value-laden and morally sensitive issues. The findings reveal that electronic word of mouth has a significant effect on purchase intention. Religiosity also influences purchase intention, both directly and indirectly through the formation of brand hate. Moreover, brand hate significantly moderates the relationship between e-WOM and purchase intention, such that higher levels of brand hate intensify the decline in consumers’ willingness to purchase. These results highlight the critical role of morally driven negative emotions in explaining reduced purchase intention during boycott movements. This study contributes theoretically by extending consumer behavior literature through the integration of digital communication, religiosity, and negative brand emotions within a single conceptual framework. Practically, the findings suggest that global brand managers should adopt culturally and religiously sensitive communication strategies and proactively manage digital narratives to mitigate the escalation of brand hate amid socio-political controversies.

The Linking of User Experience, Application Quality, Customer Satisfaction, and Customer Loyalty on the Kopi Kenangan Application in Bandung City: A Conceptual Paper Sheren Marselina; Arry Widodo; Nurafni Rubiyanti
Best Journal of Administration and Management Vol 4 No 3 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v4i3.434

The acceleration of digital transformation in the food and beverage (F&B) industry after the COVID-19 pandemic has significantly shifted consumer behavior from offline transactions toward digital platform-based services. This condition encourages coffee retail companies to optimize mobile applications to improve customer engagement and retention. Kopi Kenangan, as one of Southeast Asia’s leading coffee-tech companies, faces challenges in maintaining customer loyalty amid intense competition in Bandung’s digital coffee market. This study aimed to develop a conceptual framework explaining the relationship between User Experience (UX), Application Quality, Customer Satisfaction, and Customer Loyalty within the Kopi Kenangan application ecosystem. This study employed a conceptual paper approach using a Systematic Literature Review (SLR) by synthesizing more than 30 peer-reviewed academic articles published between 2020 and 2025. The findings indicate that User Experience and Application Quality positively influence Customer Satisfaction, which subsequently strengthens Customer Loyalty. Furthermore, Customer Satisfaction was identified as a dominant mediating variable in the relationship between digital interaction quality and loyalty. This study formulated seven conceptual propositions that can be empirically tested in future research using SEM-PLS approaches. The study also provides theoretical and practical implications for improving digital customer retention strategies in the app-based coffee retail industry.

A Conceptual Framework: The Effect of Digital Integration on Inventory Performance Through Supply Chain Visibility and Demand Forecast Accuracy in Indonesian FMCG Firms Sadique Ali; Arry Widodo; R. Nurafni Rubiyanti
Best Journal of Administration and Management Vol 4 No 3 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v4i3.436

The Fast-Moving Consumer Goods (FMCG) industry in Indonesia has shown strong growth in recent years; however, firms still face ongoing supply chain challenges, such as high logistics costs, complex multi-tier distribution networks, and uneven levels of digital adoption. These issues highlight the importance of understanding how digital capabilities can effectively translate into improved operational performance. In response, this study proposes a conceptual framework that examines the impact of digital integration on inventory performance through the sequential mediating roles of supply chain visibility and demand forecast accuracy. Drawing on Information Processing Theory (IPT), digital integration is viewed as a key information-processing capability that helps firms manage uncertainty by improving data sharing, visibility, and decision-making across the supply chain. A quantitative, cross-sectional research design is proposed, with a target sample of at least 150 respondents from FMCG firms operating in Indonesia. Data will be collected using structured questionnaires and analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The framework also includes control variables, such as firm size, firm age, and FMCG sub-sector, to capture differences across organizations. This study contributes to the existing literature by extending IPT into a multi-stage sequential mediation model, demonstrating how digital integration is translated into measurable performance outcomes through intermediate information-processing stages. It also offers practical insights for managers and policymakers by emphasizing that fully integrated digital ecosystems, rather than fragmented technological solutions, are essential for enhancing supply chain efficiency and inventory performance in emerging markets.

The Influence of Digital Marketing on Generation Z's Purchase Intention Toward Green Products: The Mediating Roles of Green Brand Trust and Brand Image at The Body Shop Bandung Indonesia Miranda Oktaviani; Arry Widodo; Nurafni Rubiyanti
Best Journal of Administration and Management Vol 4 No 3 (2026): Best Journal of Administration and Management
Publisher : International Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/bejam.v4i3.437

This conceptual paper examines the influence of digital marketing strategy on Generation Z’s purchase intention toward green products at The Body Shop Indonesia, with green brand trust and brand image positioned as mediating variables. The study develops an integrated conceptual framework grounded in the Stimulus–Organism–Response (S-O-R) framework and Signalling Theory to explain how digital marketing activities shape consumer behavioral intentions through psychological mechanisms. In this framework, digital marketing strategy functions as the external stimulus, while green brand trust and brand image represent internal organismic responses that influence purchase intention as the behavioral outcome. The paper also proposes both parallel and serial mediation relationships between green brand trust and brand image in explaining sustainable consumer behavior among Generation Z. The conceptual analysis suggests that credible and sustainability-oriented digital marketing communication can strengthen consumer trust, enhance positive brand image, and ultimately increase purchase intention toward environmentally friendly products. Furthermore, green brand trust is proposed as a stronger foundational mechanism that subsequently reinforces brand image. This study contributes to the green marketing and consumer behavior literature by offering an integrated conceptual model that combines cognitive, emotional, and behavioral dimensions within the context of sustainable digital marketing. The framework also provides managerial insights for ethical brands in designing authentic digital communication strategies to engage environmentally conscious Generation Z consumers in emerging markets.

Chatbot Adoption in Indonesian Banking: Exploring the Roles of Trust and Corporate Reputation R. Amalina Dewi Kumalasari; R. Nurafni Rubiyanti; Aldi Akbar; Asep Miftahuddin
JSHP : Jurnal Sosial Humaniora dan Pendidikan Vol. 10 No. 1 (2026)
Publisher : Pusat Penelitian dan Pengabdian kepada Masyarakat Politeknik Negeri Balikpapan.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32487/jshp.v10i1.2800

The advancement of artificial intelligence (AI) has significantly transformed the financial services sector, particularly in banking. One of the most widely adopted applications is the chatbot, which enables banks to deliver faster, more efficient, and responsive customer service through automated interactions. Despite its growing implementation, public acceptance of chatbot technology remains varied. Users tend to evaluate these systems not only based on how useful or easy they are to use, but also on how much they trust the system and the organization behind it. This study explores the factors that drive users’ behavioral intention to use banking chatbots by modifying the Technology Acceptance Model (TAM) to incorporate trust in the chatbot system and corporate reputation. The model incorporates perceived ease of use, perceived usefulness, trust in chatbot, and corporate reputation. Data were gathered through an online survey involving 111 respondents who had prior experience using banking chatbot services. Using Partial Least Squares Structural Equation Modeling (PLS-SEM), reveal that perceived ease of use significantly predicts perceived usefulness, while corporate reputation strongly influences trust. Furthermore, both perceived usefulness and trust are found to be significant predictors of behavioral intention to use banking chatbots. Trust also exerts a notable effect on perceived usefulness. These findings suggest that fostering user trust and managing institutional reputation are critical in promoting the sustainable adoption of AI-driven financial technologies. Banks are encouraged to focus not only on improving the technical features of chatbot systems but also on strengthening their credibility and transparency to enhance user confidence and perceived utility

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