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All Journal Journal The Winners DeReMa (Development Research of Management) Jurnal Manajemen Jurnal ULTIMA Accounting Ultima Management : Jurnal Ilmu Manajemen JBMR: Journal of Business and Management Review International Journal of Community Service & Engagement AICS Return : Study of Management, Economic and Bussines Journal Research of Social Science, Economics, and Management Proceeding of International Conference on Global Innovation and Trends in Economy
Prio Utomo
Department Of Technology Management, Faculty Of Business, Universitas Multimedia Nusantara, Tangerang, Indonesia
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences

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Journal : JBMR: Journal of Business and Management Review

 1 
Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector Kristianus Ade Sudiyono; Prio Utomo; Claudia Severesia
Journal of Business and Management Review Vol. 3 No. 9 (2022): (Issue-September)
Publisher : Profesional Muda Cendekia Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47153/jbmr39.4552022

Abstract

This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction. Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.
Determinant Factors of Fintech Adoption in Organization using UTAUT Theory Approach Florentina Kurniasari; Prio Utomo; So Yohannes Jimmy
Journal of Business and Management Review Vol. 4 No. 2 (2023): (Issue-February)
Publisher : Profesional Muda Cendekia Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47153/jbmr42.6032023

Abstract

The presence of Financial Technology (FinTech) as an innovative and disruptive financial service can improve the efficiency and scope of organization business process through the application of technology. In determining the effectiveness of Fintech adoption, each organization will measure by considering both from the perspectives of management and user in the organization. This proposed study aims to examine the effect of FinTech adoption in organization using the UTAUT approach. It attempts to measure the variable of performance expectancy, effort expectancy, social influence, customer’s trust and regulatory services into the effect of FinTech adoption in the organization. This study adopts quantitative method through online survey and the data will be analyzed by using Structural Equation Method (SEM). This proposed study’s findings could contribute by enhancing the organization the importance of FinTech adoption to increase business performances. The study showed that the the adoption of FinTech in organization had significantly influenced by performance expectancy, effort expectancy, social influence, customer trust as well as regulatory services. Customer trust itself had the highest influenced among others. Meanwhile, regulatory services had the smallest influence to the FinTech adoption in Organization.
Co-Authors An Nisaa Syauqi Ul Jannah Arifin, Yoke Ranlym Cham, Tat-Huei Christine Christine Christoforus Chandra Dewanto Claudia Severesia Farrel Timothy Christianto Florentina Kurniasari Florentina Kurniasari Friska Natalia Friska Natalia J. Johny Natu Prihanto Ji Kyoung Jang Jimmy, So Yohanes Kembaren, Julbintor Krisna Wardhana Kristianus Ade Sudiyono Kurniasari, Florentina Lie, Laksana Budiwiyono Maya Anggraini Purnamaningsih Purnamaningsih So Yohannes Jimmy Steven Young Winarno, P.M.