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Journal : JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)

The ANALISIS PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER BEHAVIOUR DENGAN MEDIASI CUSTOMER SATISFACTION DAN CUSTOMER TRUST Wardhana , Ali; Kembau, Agung Stefanus; Kumaat , Arief Perdana; Sunara, Tristano Aviel
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 10 No 3 (2023): JMBI UNSRAT Volume 10 Nomor 3
Publisher : FEB Universitas Sam Ratulangi Manado

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

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh variabel kualitas layanan elektronik dan terhadap kepuasan konsumen dalam konteks belanja online serta antesenden dari kualitas layanan elektronik. Penelitian ini melibatkan 119 responden yang secara aktif berbelanja secara online. Data dikumpulkan melalui kuesioner dan dianalisis dengan menggunakan Metode Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa variabel kualitas layanan elektronik memiliki pengaruh yang signifikan terhadap variabel kepuasan konsumen dalam belanja online. Selain itu terdapat 2 variabel yang memiliki pengaruh secara signifikan terhadap kualitas layanan elektronik yaitu keamanan dan pemenuhan. Namun, menariknya, hasil analisis juga menyatakan bahwa variabel layanan konsumen tidak memiliki pengaruh terhadap variabel kualitas layanan elektronik. Hasil penelitian ini ini menunjukkan pentingnya pelaku usaha dalam marketplace atau tempat belanja online lainnya untuk memastikan kualitas layanan yang tinggi guna meningkatkan kepuasan konsumen. Selain itu, keamanan dan pemenuhan juga harus menjadi perhatian utama untuk meningkatkan kualitas layanan elektronik. Penelitian ini memberikan wawasan berharga bagi para pelaku industri marketplace dan tempat belanja online lain dalam merumuskan strategi pemasaran yang lebih efektif dengan menggunakan variabel keamanan dan pemenuhan untuk dalam rangka meningkatkan kepuasan konsumen Keywords: Layanan konsumen, Keamanan, Pemenuhan, Kualitas layanan elektronik, Kepuasan konsumen
THE IMPACT OF SOCIAL MEDIA MARKETING AND CUSTOMER EXPERIENCE ON CUSTOMER BEHAVIOUR WITH RELATIONSHIP QUALITY AS AN INTERVENING VARIABLE: CASE STUDY ON ERIGO CLOTHING BRAND Zappelin, Alvencius; Kembau, Agung Stefanus; Tarigan , Arithta; Mandey, Nancy Henrietta Jessamine
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 1 (2024): JMBI UNSRAT Volume 11 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.56376

Abstract

Following the development of technology, people are more inclined to buy fashion products online instead of going to physical stores. Erigo also changed its sales channel to entirely online and experienced a drastic increase in sales. This research was conducted to find out whether the sales strategy carried out by Erigo is effective for online sales. This study used quantitative methods and obtained data from questionnaires distributed online which resulted in 105 respondents who met the criteria. The data was analyzed using SmartPLS 3.0 software with Partial Least Square technique. The sample was determined using purposive sampling and determined by the Cochran formula. The results of the study indicate that all hypotheses are accepted. The research shows that Social Media Marketing and Customer Experience have a significant influence on Relationship Quality and Relationship Quality significantly affects Purchase Intention, Loyalty Intention and Participation Intention. Keywords:Social Media Marketing, Customer Experience, Relationship Quality, Purchase Intention, Loyalty Intention, Participation Intenton, Erigo
STRATEGIC ROLE OF CONSUMER ETHNOCENTRISM, SOCIAL MEDIA MARKETING, AND BRAND AMBASSADORSHIP IN SHAPING PURCHASE DECISIONS FOR LOCAL INDONESIAN SKINCARE BRANDS ON E-COMMERCE PLATFORMS Yang, Elaine; Kembau, Agung Stefanus; Tarigan , Arihta; Lendo, Fresi Breatrix
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 2 (2024): JMBI UNSRAT Volume 11 Nomor 2
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i1.56377

Abstract

The rapid advancement of technology in Indonesia has significantly impacted various economic sectors, with the beauty industry, particularly skincare, experiencing remarkable growth. This research investigates the factors influencing purchase intention and purchase decision for local skincare brands, exemplified by brands such as Somethinc, Scarlett Whitening, and Ms. Glow. Employing a quantitative approach, the study explores the relationships between key variables. Primary data was gathered through an online questionnaire from 140 qualified respondents out of an initial 142. Secondary data was sourced from existing journals, articles, and books. The data was analyzed using SmartPLS version 3.0 with a purposive sampling technique, determined by the Cochran formula. The findings reveal that Social Media Marketing, Brand Ambassadors, and Consumer Ethnocentrism significantly and positively affect both purchase intention and purchase decision. Furthermore, purchase intention itself positively and significantly influences purchase decision. The study also demonstrates that purchase intention can partially mediate the relationship between Social Media Marketing and Consumer Ethnocentrism on purchase decision, but does not mediate the relationship between Brand Ambassadors and purchase decision through purchase intention. These insights offer valuable implications for the strategic marketing of local skincare brands in Indonesia. Keywords: Skincare, Local Brand, Social Media Marketing, Brand Ambassador, Consumer Ethnocentrism, Purchase Intention, Purchase Decision, Somethinc, Scarlett Whitening, Ms.Glow.
THE SYNERGISTIC EFFECT OF AR INTERACTIVITY AND PERSONALIZATION ON CONSUMER BEHAVIOR IN E-COMMERCE Kembau, Agung Stefanus; Laimeheriwa , Imagodeo Bideyesa; Kumaat, Arief Perdana
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 11 No 2 (2024): JMBI UNSRAT Volume 11 Nomor 2
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v11i2.57176

Abstract

This study investigates the impact of Augmented Reality (AR) interactivity on digital behavioral intentions in e-commerce, with AR personalization serving as a mediating variable. Focusing on 148 Generation Z respondents in Indonesia who have used AR Try-On features, the research employs a quantitative approach using an online questionnaire and data analysis via Structural Equation Modeling (SEM) through SmartPLS. The results demonstrate that AR interactivity significantly enhances digital behavioral intentions, while personalization amplifies this effect by tailoring AR experiences to individual preferences. The combined influence of interactivity and personalization is particularly strong, highlighting the importance of integrating these elements into e-commerce strategies. These findings are especially relevant in the context of Indonesia's rapidly growing e-commerce market, where consumer preferences are diverse and technology adoption is high. The study provides actionable insights for e-commerce businesses aiming to optimize their digital marketing strategies by leveraging AR technologies to drive higher engagement, satisfaction, and conversion rates. Limitations of the study include the sample size and reliance on self-reported data, suggesting avenues for future research with larger and more diverse samples. Keywords: Augmented Reality (AR), Digital Behavioral Intentions, Interactivity, Personalization, E-commerce, Gen Z, Digital Marketing