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All Journal Journal of Indonesian Applied Economics Jurnal Mirai Management Jurnal Ilmiah Ekonomi Islam Jurnal Pemberdayaan Masyarakat Madani (JPMM) JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Media Mahardhika YUME : Journal of Management JURNAL MANAJEMEN BISNIS PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat Ekonis : Jurnal Ekonomi dan Bisnis Jurnal Administrasi dan Manajemen Abdi Dosen : Jurnal Pengabdian Pada Masyarakat International Journal of Demos Enrichment : Journal of Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Intervensi Komunitas: Jurnal Pengabdian Masyarakat Community Empowerment Mattawang: Jurnal Pengabdian Masyarakat Jurnal IPTEK Bagi Masyarakat Golden Ratio of Marketing and Applied Psychology of Business Jurnal Manajemen Bisnis dan Kewirausahaan Journal of Trends Economics and Accounting Research Journal of Management and Digital Business Jurnal Ekonomi Trisakti Media Ekonomi Media Riset Bisnis & Manajemen Indonesian Journal of Management Science Cerdika: Jurnal Ilmiah Indonesia Dirkantara Indonesia Jurnal Ekonomi, Akutansi dan Manajemen Nusantara Al-Zayn: Jurnal Ilmu Sosial & Hukum Jurnal Pengabdian Masyarakat dan Riset Pendidikan International Journal of Education, Vocational and Social Science Asian Journal of Management, Entrepreneurship and Social Science Bata Ilyas Educational Management Review Jurnal Ekonomi, Manajemen, Akuntansi
Yusran, Husna Leila
Fakultas Ekonomi Dan Bisnis Universitas Trisakti, Indonesia
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Analysis of Impulsive Buying Mechanism Through Hedonic Motivation, Emotion, and Online Trust Al Faruq, Muhammad Umar; Masnita, Yolanda; Yusran, Husna Leila
Jurnal Manajemen Bisnis dan Kewirausahaan Vol. 6 No. 1 (2026): MARCH
Publisher : Universitas Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/jamanika.v6i1.43383

Abstract

This study aims to analyze the mechanisms underlying online impulse buying among Muslim women consumers of modest fashion in Indonesia by integrating psychological factors (hedonic motivation and positive emotions), economic factors (cashback), and cognitive–perceptual factors (online shopping attitude and perceived trust). Using Structural Equation Modeling (SEM) with AMOS, data were collected from 145 respondents. The constructs examined include Hedonic Motivation, Online Shopping Attitude, Online Impulse Buying, Cashback, Positive Emotions, and Perceived Trust. The results indicate that hedonic motivation significantly influences online shopping attitude (β = 0.642; p = 0.009), whereas online shopping attitude does not significantly influence impulse buying (p = 0.164). Cashback emerges as the strongest predictor of impulse buying (β = 0.777; p = 0.000), indicating that financial incentives operate as a form of controlled extrinsic motivation that directly stimulates spontaneous purchasing behaviour rather than shaping attitudinal evaluations. Positive emotions do not significantly affect online shopping attitude (p = 0.647), but they significantly influence perceived trust (β = 1.423; p = 0.000). Although perceived trust does not exert a significant direct effect on impulse buying, it functions as an indirect mechanism through which positive emotions contribute to impulsive purchasing behaviour, with an indirect effect value of 0.199. Theoretically, this study contributes to the literature by clarifying the distinct roles of intrinsic motivation and controlled extrinsic incentives within the framework of Self-Determination Theory (SDT) in explaining online impulse buying. Practically, the findings highlight the importance of affect-based marketing strategies and cashback programs as effective triggers of impulsive purchasing in modest fashion e-commerce.
KEPUASAN PELANGGAN TERHADAP MODERN COFFEE SHOP: ANALISIS KUALITAS PELAYANAN FORE COFFEE DENGAN MODEL SERVQUAL Wafa Zabitha Jhonaidi; Husna Leila Yusran; Awal Ferdiansyah; Deva Sasqi Khairunnisa
Ekonis: Jurnal Ekonomi dan Bisnis Vol 28, No 1 (2026): JURNAL EKONOMI DAN BISNIS (EKONIS)
Publisher : Politeknik Negeri Lhokseumawe

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30811/ekonis.v28i1.9000

Abstract

Using a service quality approach, consisting of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy, this study investigates how Fore Coffee's service quality impacts the company's customer satisfaction. With 141 people completing an online questionnaire, a quantitative method was applied. The results of validity and reliability tests indicate that the indicators used are valid and reliable. With a p-value of 0.000, service quality has a significant effect on customer satisfaction, according to the regression analysis. The determination test shows that service quality explains 43.3% of customer satisfaction. Improvements in responsiveness and empathy are needed to increase customer satisfaction. This study provides recommendations for increasing service speed and customer care to strengthen Fore Coffee's competitiveness.Keywords: service quality, customer satisfaction, service quality, Fore Coffee, regression.
Service Quality and Customer Satisfaction in J&T Express: A SERVQUAL-Based Study Saleha Adiba; Husna Leila Yusran; Alvina Hasanah Rachmadanty; Nurkis Dianti; Aliyah Bilkis; Ulfah Nurzakiyyah; Danang Islami
Bata Ilyas Educational Management Review Vol. 6 No. 1: January - June
Publisher : Sekolah Tinggi Ilmu Ekonomi Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/biemr.v6i1.3757

Abstract

Service quality, as a determinant of customer satisfaction, will be investigated in this research, focusing on J&T Express, with a SERVQUAL perspective. SERVQUAL methodology focuses its analysis on five service dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study was inspired by the increasing rivalry within the express industry, illustrated by the sudden increase in customer complaints that appear on social platforms, implying that there might be a difference between customer expectations and their perceptions of J&T’s service. Quantitative, cross-sectional design was implemented, with a structured questionnaire administered on a five-point Likert scale. Of the collected data from 130 participants, only 127 were valid. Items were found valid, reliable, and were in a normal distribution. Results show that service quality significantly correlates with customer satisfaction, with a positive correlation (r=0.665) with satisfaction explaining only 44.2% of the variation. Of the five service dimensions, reliability was identified as the most effective dimension, with responsiveness, empathy, and accuracy of COD services identified as dimensions that require improvement. In essence, this study’s outcome provides that improvements in responsiveness, employee empathy, as well as consistent operational procedure, would yield improvements within customer satisfaction at J&T Express.
Increasing Community Awareness of Sidamukti Village Community Through Waste Literacy Sumiyarti, Sumiyarti; Busneti, Ida; Rustam, Rinaldi; Yusran, Husna Leila
Jurnal IPTEK Bagi Masyarakat Vol 5 No 3 (2026)
Publisher : Ali Institute of Research and Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55537/j-ibm.v5i3.1500

Abstract

Sidamukti Village in Sukaresmi District, Pandeglang Regency, still faces challenges in waste management. Poorly managed waste has the potential to disrupt the sustainability of residents’ livelihoods. Low levels of waste literacy and community participation are considered the main causes of this problem. This Community Service (PkM) activity aims to increase residents’ knowledge and awareness in managing waste and maintaining environmental sustainability. Using the Participatory Action Research (PAR) method, the community was actively involved in every stage, starting from problem identification, planning, to the implementation of concrete actions. Waste literacy activities were conducted through socialization programs and beach clean-up actions as participatory learning activities involving community leaders, PKK members, youth organizations (Karang Taruna), and local residents. The results show that this approach successfully improved community perceptions and behaviors toward the environment. However, to maintain the consistency of these behavioral changes, adequate waste management facilities and continuous education are required, particularly for younger generations and school children.
Social Media Marketing as an Antecedent of Customer Engagement, Trust, and Customer Loyalty Among Local Bakeries in Bogor City Aulia, Naila; Husna Leila Yusran; Ezekiel Lagman
Jurnal Manajemen Bisnis Vol. 13 No. 1 (2026): March
Publisher : Pusat Penerbitan dan Publikasi Ilmiah, FEB, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33096/jmb.v13i1.1415

Abstract

This study examines the role of social media marketing in influencing customer engagement, trust, and customer loyalty among local bakery customers in Bogor City. The research aims to analyze the direct effects of social media marketing on engagement, trust, and loyalty. A quantitative approach was employed using Structural Equation Modeling (SEM) with data collected through questionnaires. The results show that social media marketing has a significant effect on customer engagement and trust but does not directly influence customer loyalty. Customer engagement and trust also do not significantly affect loyalty. These findings imply that customer loyalty requires factors beyond digital interaction, particularly product quality and customer experience.
Analisis Kualitas Layanan Haus! Menggunakan Metode Servqual Fathurrahman, Daffa Aulia; Yusran, Husna Leila; Hamid, Hamid
Cerdika: Jurnal Ilmiah Indonesia Vol. 6 No. 4 (2026): Cerdika: Jurnal Ilmiah Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/cerdika.v6i4.3037

Abstract

Penelitian ini dilatarbelakangi oleh pentingnya kualitas layanan dalam membentuk kepuasan pelanggan, khususnya pada industri minuman cepat saji yang semakin kompetitif. Perusahaan dituntut mampu memahami persepsi pelanggan terhadap layanan agar dapat mempertahankan loyalitas dan meningkatkan daya saing. Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan berdasarkan lima dimensi SERVQUAL, yaitu tangible, reliability, responsiveness, assurance, dan empathy terhadap kepuasan pelanggan HAUS!, baik secara parsial maupun simultan. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik pengumpulan data melalui kuesioner kepada 150 responden pelanggan HAUS!. Data dianalisis menggunakan regresi linear berganda dengan bantuan SPSS melalui uji asumsi klasik, uji t, dan uji F. Hasil penelitian menunjukkan bahwa secara simultan seluruh dimensi kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan. Namun secara parsial, hanya dimensi reliability yang terbukti berpengaruh signifikan, sedangkan dimensi lainnya tidak menunjukkan pengaruh yang signifikan. Hal ini menunjukkan bahwa keandalan layanan menjadi faktor utama dalam membentuk kepuasan pelanggan. Kesimpulannya, peningkatan kepuasan pelanggan HAUS! sebaiknya difokuskan pada konsistensi kualitas layanan dan ketepatan pelayanan untuk memenuhi harapan pelanggan secara optimal.
Pengaruh Logika Dominan Layanan Terhadap Loyalitas Merek Melalui Keterlibatan, Cinta, Dan Kepuasan Merek Muzaki, Arvi; Despriandi, Dino; Masnita, Yolanda; Yusran, Husna Leila
JURNAL ADMINISTRASI & MANAJEMEN Vol 16, No 1 (2026): Jurnal Administrasi dan Manajemen
Publisher : Universitas Respati Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52643/jam.v16i1.8348

Abstract

Berlatar pada industri e-commerce Indonesia yang berkembang pesat, penelitian ini mengkaji pengaruh citra merek terhadap loyalitas merek dengan menempatkan keterlibatan merek, cinta merek, dan kepuasan merek sebagai variabel mediasi. Menanggapi temuan empiris sebelumnya yang masih belum konsisten, khususnya terkait keterlibatan merek, penelitian ini menggunakan perspektif Service-Dominant Logic dengan memosisikan ketiga konstruk tersebut sebagai mekanisme perantara yang menghubungkan citra merek dengan loyalitas merek. Model konseptual yang diajukan diuji secara empiris menggunakan Structural Equation Modelling (SEM-AMOS) berdasarkan data survei dari 109 konsumen e-commerce. Hasil penelitian menunjukkan bahwa keterlibatan merek yang lebih tinggi secara signifikan meningkatkan kepuasan merek, yang selanjutnya menjadi prediktor kuat bagi loyalitas merek. Selain itu, pengaruh tidak langsung paling kuat ditemukan pada jalur Citra Merek → Cinta Merek → Loyalitas Merek. Namun, pengaruh langsung citra merek terhadap keterlibatan merek relatif lemah, yang menunjukkan bahwa citra merek yang positif saja belum tentu cukup untuk mendorong keterlibatan konsumen secara aktif. Temuan ini menegaskan pentingnya perusahaan merancang pengalaman yang interaktif, personal, dan berbasis komunitas guna memperkuat keterlibatan serta membangun loyalitas merek yang berkelanjutan.
Purchase intention to virtual influencer marketing: Social presence theory highlights authenticity over influencer type Wulandari, Erika Putri; Hasta, Steffen; Masnita, Yolanda; Yusran, Husna Leila
Journal of Management and Digital Business Vol. 6 No. 1 (2026): Journal of Management and Digital Business
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jmdb.v6i1.2605

Abstract

Purchase intention endorsed by virtual influencers remains inconsistent across studies, leaving a practical gap in how exposure translates into buying. This study examines whether anthropomorphic appearance and behavior increase purchase intention via social presence and perceived authenticity, and whether influencer type matters. Guided by Social Presence Theory, we conducted a cross-sectional online survey; the hypothesized relationships were evaluated using SEM. Results show that anthropomorphic appearance and behavior significantly heighten social presence, social presence increases perceived authenticity, and perceived authenticity strongly predicts purchase intention. Conversely, influencer type shows no meaningful effect on authenticity and does not improve the indirect pathway from anthropomorphism to purchase intention. The findings recommend that practitioners prioritize human-like visual and behavioral cues and design interactions that cultivate social presence and authenticity rather than relying on celebrity status. Limitations include the cross-sectional design, use of a single virtual influencer stimulus, and a relatively homogeneous sample; future work should test multiple stimuli using longitudinal designs.
Peran Service quality (servqual) dalam Menciptakan Kepuasan Pelanggan pada penerbangan domestik Maskapai Lion Air Awal Ferdiansyah; Husna Leila Yusran; Danang Islami; Wafa Zabitha Jhonaidi
Jurnal Ekonomi, Akutansi dan Manajemen Nusantara Vol. 5 No. 1 (2026): Edisi Mei - Agustus In Progress
Publisher : Utiliti Project Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jeama.v5i1.513

Abstract

Di tengah persaingan sengit di industri penerbangan domestik, maskapai berbiaya rendah dituntut guna menjaga kualitas layanan agar tetap memenuhi harapan pelanggan. Lion Air, yang termasuk maskapai dengan volume penumpang tinggi, menghadapi tantangan ini dalam operasional sehari-hari. Penelitian ini bertujuan menilai bagaimana kualitas layanan mempunyai pengaruhnya atas kepuasan pelanggan pada penerbangan domestik Lion Air melalui lima dimensi SERVQUAL: tangible, reliability, responsiveness, assurance, maupun empathy. Pendekatan kuantitatif diadopsi dengan metode survei, menghimpun data dari 152 responden yang telah mempergunakan penerbangan domestik Lion Air dalam periode satu tahun terakhir. Analisis regresi linear berganda diimplementasi guna melakukan pengujian atas pengaruhnya dari setiap dimensi. Hasil penelitian menunjukkan bahwasanya dimensi tangible (β = 0,243; sig = 0,045), reliability (β = 0,275; sig = 0,017), responsiveness (β = 0,305; sig = 0,003), dan assurance (β = 0,434; sig = 0,000) mempunyai pengaruh positif dan signifikan terhadap kepuasan pelanggan. Sementara itu, dimensi empathy (β = 0,175; sig = 0,083) tidak mempunyai pengaruh signifikan terhadap kepuasan pelanggan. Secara simultan, seluruh dimensi SERVQUAL terbukti mempunyai pengaruh signifikan terhadap kepuasan pelanggan dengan nilai signifikansi uji F sebesar 0,000 serta kemampuan model menjelaskan variabel dependen sebesar 94,7% (Adjusted R Square = 0,947). Dimensi assurance menjadi faktor paling dominan dalam membentuk kepuasan pelanggan, yang menegaskan pentingnya rasa aman, kepercayaan, dan kompetensi kru penerbangan. Temuan ini menunjukkan bahwasanya peningkatan kualitas layanan yang berfokus pada aspek assurance, responsiveness, reliability, dan tangible dapat menjadi strategi penting bagi Lion Air dalam meningkatkan kepuasan pelanggan penerbangan domestik.
Influencer Credibility, Self-Congruity, dan Purchase Intention pada Fast dan Luxury Fashion: Analisis SEM Berbasis Reference Group Theory Randi Nurdiana; Yolanda Masnita; Husna Leila Yusran
Jurnal Mirai Management Vol 11, No 1 (2026)
Publisher : STIE AMKOP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/mirai.v11i1.11670

Abstract

Penelitian ini berangkat dari pesatnya penggunaan influencer dalam pemasaran fashion, namun dengan temuan empiris yang belum konsisten terkait peran kredibilitas dan self-congruity terhadap niat beli konsumen. Studi ini menguji bagaimana source credibility dan self-congruity terhadap fashion influencer memengaruhi brand image, customer satisfaction, brand trust, dan purchase intention, dengan Reference Group Theory sebagai landasan konseptual dan Structural Equation Modeling (SEM-AMOS) sebagai metode analisis pada 127 konsumen fashion di Indonesia. Hasilnya menunjukkan bahwa pengaruh langsung source credibility dan self-congruity terhadap brand image, brand trust, dan customer satisfaction tidak signifikan, sementara brand image dan customer satisfaction berpengaruh positif terhadap brand trust, dan brand trust berpengaruh positif terhadap purchase intention. Selain itu, self-congruity berpengaruh positif terhadap brand trust melalui customer satisfaction, dan brand image berpengaruh positif terhadap purchase intention melalui brand trust, yang menegaskan pentingnya jalur mediasi psikologis dalam membentuk niat beli. Kontribusi utama penelitian ini adalah pemetaan ulang peran influencer dari pemicu langsung menjadi pemicu tidak langsung melalui citra merek, kepuasan, dan kepercayaan, serta rekomendasi bagi pemasar fashion di negara berkembang untuk memprioritaskan penguatan brand image, pengelolaan pengalaman, dan strategi pembangun brand trust dalam kolaborasi dengan influencer. Kata Kunci: source credibility; self-congruity; brand image; customer satisfaction; brand trust.
Co-Authors Abbraham Sahertian Adi Rosyadi Adinda Cintami Regalia Aditya Nur Prasetyo Ahmad Buchori Aji Mohammad Fadrian Nur Al Faruq, Muhammad Umar Aliyah Bilkis Aliyah Bilkis Alvina Hasanah Rachmadanty Alvina Hasanah Rachmadanty Annisa, Raden Fani Mutiara Ardhan Hilfiyanda Ardiyanto Ardiyanto Ariarti, Juni Ariyanto, Hepy Hefri ASEP HERMAWAN Aulia, Naila Awal Ferdiansyah Awal Ferdiansyah Bilkis, Aliyah Blaško, Michaela Busneti, Ida Cesilia Felicia Laura Toda Christin, Lelly Cindy Frasiska Ansori Claudia, Hadijah Ayu Danang Islami Danang Islami Darmawati, Deni Debbie Aryani Tribudhi Debbie Aryani Tribudhi Defretes, Ulya Deni Mukti Hidayat Despriandi, Dino Deva Sasqi Khairunissah Deva Sasqi Khairunnisa Dewi ANGGRAENI Dian Octaviani Dianti, Nurkis Etty Murwaningsari Ezekiel Lagman Fani Ahmad Fauzi Farah Margaretha Fathurrahman, Daffa Aulia HAMID Hamid Hamid Hartini Hartini Rahayu, Dwi Hasta, Steffen I Nyoman Andika Putera Yasa Ida Busnetty Irfan Ariyanto Iha Islami, Danang Johannes Dimson Marbun Juniati Gunawan, Juniati Justine Tanuwijaya Khairunissah, Deva Sasqi Khomsiyah Khomsiyah Lalu Masyhudi Mangku Rasyawal Maria Ariesta Utha Masni Salfinnia Mona Adriana Patriyasa Muhamad Yusuf, SE., M.Si. Muhammad Ibnu Fatsabit Muzaki, Arvi Netania Emilisa Nirdukita Ratnawati nirdukita ratnawati, nirdukita Nurhayati Nurhayati, Nimati Andini Nurjanah, Listia Nurkis Dianti Nurkis Dianti Nurlida Fatmikasari Nurzakiyyah, Ulfah Raflis Raflis Randi Nurdiana Rapilau Retno Sari Murtiningsih Richy Wijaya Riyanti, Yulia Eka Rustam, Rinaldi Safnita Safnita Saiful Ali Saleha Adiba Saleha Adiba Salim Budiman Soeharjoto . Soeharjoto, Soeharjoto Solly Aryza Sumiyarti Sumiyarti Sumiyarti, Sumiyarti Tara Aldiera Prijono Teddy Siswanto, Teddy Teguh Supriyadi Titik Aryati Tribudhi, Debbie Aryani Ulfah Nurzakiyyah Ulfah Nurzakiyyah Wafa Zabitha Jhonaidi Wafa Zabitha Jhonaidi Wegig Murwonugroho Windhy Puspitasari Wulandari, Erika Putri Yolanda Masnita Siagian Zabitha, Wafa