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All Journal Jurnal Manajemen dan Organisasi Paradigma : Journal of Science, Religion and Culture Studies Pendidikan Bahasa dan Sastra Indonesia Jurnal Ekonomi : Journal of Economic Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Wanastra : Jurnal Bahasa dan Sastra Journal of Economic, Bussines and Accounting (COSTING) Jurnal Pengabdian Masyarakat AbdiMas E-Mabis: Jurnal Ekonomi Manajemen dan Bisnis Jurnal Ilmiah Manajemen Kesatuan Insight Management Journal Jurnal Nasional Manajemen Pemasaran dan SDM Jurnal Ilmiah Wahana Pendidikan Komitmen : Jurnal Ilmiah Manajemen Jurnal Dialogika Manajemen dan Administrasi International Journal of Health and Pharmaceutical (IJHP) International Journal of Economics (IJEC) International Journal of Economics, Management and Accounting Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Pengabdian Masyarakat dan Riset Pendidikan Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah AKSIOMA : Jurnal Sains Ekonomi dan Edukasi Jurnal Cendekia Ilmiah Jurnal Ekonomi, Manajemen, Akuntansi Jurnal Bisnis dan Pemasaran Digital
Nisa, Puspita Chairun
Universitas Esa Unggul
Religion Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Other

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Peran Pengalaman, Komitmen, Dan Perilaku Keterlibatan Pelanggan Dalam Meningkatkan Loyalitas Pelanggan Kimfa, Yosef; Nisa, Puspita Chairun
Jurnal Ilmiah Wahana Pendidikan Vol 10 No 7 (2024): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

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Abstract

Loyalitas pelanggan merupakan aspek penting dari bisnis apa pun termasuk pada industri retail karena secara langsung memengaruhi keberhasilan dan pertumbuhan perusahaan sehingga agar dapat memahami dan meningkatkan loyalitas pelanggan, penting untuk mempertimbangkan berbagai faktor yang berkontribusi terhadapnya. Penelitian ini dilakukan untuk mendapatkan pemahaman empiris yang lebih baik tentang peran pengalaman pelanggan, komitmen pelanggan, dan perilaku keterlibatan pelanggan dalam meningkatkan loyalitas pelanggan. Pengumpulan data dilakukan dengan menyebarkan kuesioner secara daring kepada 200 responden yang merupakan pelanggan minimarket di kota Bekasi dan berusia minimal 17 tahun ke atas serta memiliki pengalaman berbelanja di tempat dengan frekuensi berbelanja minimal 3 kali dalam sebulan. Analisis data menggunakan Structural Equation Modeling - Partial Least Square (SEM-PLS). Hasil penelitian menunjukkan bahwa pengalaman pelanggan dapat mendorong komitmen pelanggan. Begitu juga dengan pengalaman pelanggan mampu meningkatkan loyalitas pelanggan baik secara langsung maupun melalui komitmen pelanggan. Komitmen pelanggan juga berhasil meningkatkan perilaku keterlibatan pelanggan dan loyalitas pelanggan secara langsung. Kemudian, perilaku keterlibatan pelanggan pun mampu membangun loyalitas pelanggan. Namun sayangnya, pengalaman pelanggan tidak mampu memengaruhi perilaku keterlibatan pelanggan secara langsung. Penelitian ini menunjukkan bahwa perusahaan yang bergerak di industri retail dapat berfokus untuk menciptakan pengalaman pelanggan yang baik untuk dapat membantu mempertahankan pelanggan dan menciptakan hubungan jangka panjang.
Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Yang Dimediasi Oleh Kepuasan Pelanggan Nurazis, Epin; Nisa, Puspita Chairun
Jurnal Ilmiah Wahana Pendidikan Vol 10 No 7 (2024): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

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Abstract

Pesatnya perkembangan industri otomotif kendaraan mobil di Indonesia semakin tahun semakin meningkat mengakibatkan persaingan bisnis dalam industri ini terutama bengkel mobil juga semakin kompetitif sehingga perusahaan perlu memperhatikan loyalitas pelanggan agar mempertahankan pelanggan lama dan menarik pelanggan baru. Penelitian ini dilakukan untuk mendapatkan pemahaman empiris yang lebih baik tentang dampak kualitas layanan, citra merek dengan kepuasan pelanggan sebagai mediasi menuju loyalitas pelanggan. Pengumpulan data dengan menyebar kuesioner kepada 165 responden berusia 18 tahun ke atas dan pernah melakukan servis kendaraan Isuzu minimal 3 kali dalam setahun di bengkel Astra Isuzu cabang Harapan Indah dan berdomisili di Bekasi. Analisis data menggunakan Partial Least Square Structure Equation Model (PLS)-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan meningkatkan kepuasan pelanggan. Demikian pula kualitas layanan meningkatkan loyalitas pelanggan baik secara langsung maupun melalui kepuasan pelanggan. Selanjutnya, citra merek secara positif meningkatkan kepuasan pelanggan. Citra merek juga meningkatkan loyalitas pelanggan melalui kepuasan pelanggan, namun citra merek tidak memengaruhi loyalitas secara langsung. Penelitian ini menunjukkan bahwa perusahaan yang bergerak di industri otomotif dapat berfokus pada kepuasan pelanggan agar dapat meningkatkan loyalitas pelanggannya.
Memahami Peran Service Quality Dalam Layanan Home Delivery Pasca Pembelian Online Di Shopee Perdana, Ilham Akbar Putra; Nisa, Puspita Chairun
Jurnal Ilmiah Wahana Pendidikan Vol 10 No 7 (2024): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.11107740

Abstract

Perkembangan internet saat ini begitu cepat menjangkau seluruh dunia dan setiap pelaku bisnis menginginkan produk dan jasa dikenal luas oleh masyarakat, munculnya aplikasi shopee telah memberikan kemudahan dalam transaksi dan komunikasi secara online. Berdasarkan hasil pengujian data pada penelitian ini maka dapat disimpulkan bahwa kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan, yang dimana lebih dominan sebagai bentuk mempengaruhi aktifitas masyarakat sehari-hari atas kebutuhan dalam segi belanja berbasis online, dan peneliti menambahkan faktor variabel yang cukup mempengaruhi yaitu variabel kesetiaan pelanggan, dengan hal tersebut membantu layanan shopee dan jasa pengiriman terus semakin meningkat dihadapan pengguna. Tujuan penelitian ini untuk mengeksplorasi pengaruh setiap variabel dan bukti empiris dalam riset e-commerce. Berdasarkan teknik pengumpulan data pada penelitian ini menggunakan metode kuantitatif dan kuesioner disebar-luaskan secara online berupa pengisian google form, sampel yang dibutuhkan sebanyak 180 orang, dengan kriteria laki-laki dan wanita yang berusia 14-60 tahun dan wajib pengguna shopee minimal 6 bulan terakhir saat berbelanja. Dan peneliti menguji kuesioner yang digunakan dengan analis factor SPSS dengan alat ukur digunakan dalam penelitian ini adalah uji validitas untuk menguji validitas kuesioner dan uji reliabilitas untuk mengetahui konsistensi hasil pengukuran, dengan menggunakan (PLS-SEM) untuk menganalisis data.
The Effect of Service Quality, Perceived Value, and Customer Satisfaction on Loyalty and Word of Mouth (WOM) Oktaviani, Nurul; Chairun Nisa, Puspita
International Journal of Economics, Management and Accounting (IJEMA) Vol. 1 No. 9 (2024): February
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v1i9.107

Abstract

The main objective of this research is to fill the knowledge gap in service quality from the perspective of customer satisfaction, perceived value, customer loyalty, customer satisfaction and Word of Mouth (WOM) so that this research is expected to contribute to the scientific level of marketing management by developing a theoretical understanding that both regarding the variables studied and it is hoped that it can also provide positive managerial implications for the implementation of marketing strategies in the service sector, especially banking, in increasing customer satisfaction. The sampling method used in this research is non-probability sampling with purposive sampling technique. Data collection was carried out by distributing online questionnaires to 145 BRI customer respondents domiciled in DKI Jakarta aged 18 - 60 years and who had carried out direct banking transactions at the bank at least twice in the last 3 months. The analytical method used is Structural Equation Modeling (SEM) with the Partial Least Square (PLS) technique using statistical software. The results can be concluded that service quality can influence customer satisfaction in using BRI bank. The perceived value factor also drives customer satisfaction. Customer satisfaction can influence customer loyalty to use BRI bank and customer loyalty can influence Word of Mouth (WOM) of BRI bank customers. This certainly benefits the business owner and creates company success in the long term.
The Effect of Work Conflict on Employee Performance: The Moderating Role of Transformational Leadership Febriyanti, Edelin; Chairun Nisa, Puspita
International Journal of Economics, Management and Accounting (IJEMA) Vol. 2 No. 10 (2025): March
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v2i10.256

Abstract

In today's global era, the work environment often faces challenges, one of which is work conflict which can have a negative impact on employee performance. The purpose of this study is to gain a better empirical understanding of the effect of work conflict on employee performance and the role of transformational leadership in moderating work conflict. This study used a purposive sampling technique involving 220 operational staff respondents at a manufacturing company in the Cikarang, Bekasi area. Data analysis used Structural Equation Modeling-Partial Least Square (SEM-PLS). This study produced findings including work conflict having a negative effect on employee performance, then transformational leadership having a positive effect on employee performance, then work conflict having no effect on job satisfaction, and job satisfaction having no effect on employee performance. Further research is expected to expand the scope of the research area and add other variables related to employee performance such as employee engagement.
Program Pelatihan Digital Marketing untuk Remaja Masjid: Menciptakan Enterpreneur Muda Islami di Desa Karyamekar Pasirwangi Garut : Pengabdian Eti Jumiati; Nisa, Puspita Chairun; Rahayu, Wati; Saepudin, Ahmad; Sulaeman, Iman
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 4 No. 3 (2026): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 4 Nomor 3 (Januari 202
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v4i3.5253

Abstract

The Digital Marketing Training Program for Mosque Youth in Karyamekar Village, Pasirwangi, Garut, was implemented as a form of community service aimed at improving digital literacy, entrepreneurial skills, and developing the character of ethical young Islamic entrepreneurs. This activity used a participatory approach through preparation, training, and ongoing mentoring. Participants, consisting of mosque youth aged 15–24, were trained in digital content creation, Islamic personal branding, and the use of business social media such as Instagram and WhatsApp Business. The results of the activity showed a significant increase in participants' knowledge and skills, marked by an average increase of 30% in post-test scores and the creation of independently managed digital business accounts. When compared with ten relevant studies in the past five years, this program excels in integrating Islamic values ​​and implementing a continuous mentoring system, which emphasizes the importance of religious ethics and the sustainability of digital training. Thus, this program not only contributes to improving participants' technical competence but also demonstrates that mosques can play a strategic role as centers for technology-based economic, social, and spiritual empowerment in rural areas.
PENGARUH SOCIAL MEDIA MARKETING TERHADAP NIAT PEMBELIAN: ANALISIS PERAN MEDIASI BRAND AWARENESS MELALUI MODEL PERSAMAAN STRUKTURAL Nisa, Puspita Chairun; Praja, Arief Kusuma Among; Amalia, Lia; Ruswanti, Endang
Journal of Economic, Bussines and Accounting (COSTING) Vol. 9 No. 1 (2026): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/52h8jc84

Abstract

Pemasaran melalui media sosial berkembang menjadi strategi utama bagi industri smartphone dalam mempengaruhi perilaku konsumen. Penelitian ini bertujuan menganalisis pengaruh social media marketing terhadap niat pembelian, serta menguji peran mediasi brand awareness. Menggunakan pendekatan kuantitatif, data dikumpulkan melalui survei online terhadap 220 responden pengguna smartphone di Indonesia yang aktif di media sosial. Analisis dilakukan menggunakan Structural Equation Modeling (SEM-PLS). Hasil penelitian menunjukkan bahwa social media marketing berpengaruh positif dan signifikan terhadap brand awareness dan niat pembelian. Brand awareness juga terbukti memiliki pengaruh langsung terhadap niat pembelian serta memediasi secara signifikan hubungan antara social media marketing dan niat pembelian. Temuan ini menegaskan bahwa efektivitas pemasaran digital tidak hanya bergantung pada intensitas konten, tetapi juga pada kemampuan merek membangun kesadaran yang kuat untuk mendorong minat beli konsumen.
Pengaruh Social Media Marketing Activity, Perceived Value, Customer Experience, Dan Relationship Quality Terhadap Customer Behavior Diyanah, Tiara Awlia; Nisa, Puspita Chairun
J-CEKI : Jurnal Cendekia Ilmiah Vol. 5 No. 3: April 2026
Publisher : CV. ULIL ALBAB CORP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/j-ceki.v5i3.14059

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh social media marketing activity, perceived value, customer experience, dan relationship quality terhadap loyalty pada pengguna Wardah di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap 150 responden dan teknik analisis Structural Equation Modeling (SEM) berbasis Partial Least Squares (PLS). Hasil penelitian menunjukkan bahwa perceived value, customer experience, dan relationship quality memiliki pengaruh langsung yang signifikan dalam membentuk loyalitas pelanggan. Sedangkan, social media marketing activity tidak memiliki pengaruh terhadap loyalty. Implikasi praktis penelitian ini dapat menjadi acuan strategis bagi Wardah dalam mengoptimalkan pemasaran digital, penciptaan nilai, pengalaman pelanggan, serta pengelolaan hubungan dengan pelanggan guna mendorong pertumbuhan berkelanjutan dan mempertahankan loyalitas di tengah persaingan industri kecantikan yang semakin kompetitif.
Pengaruh Social Media Content, E-Wom, Brand Awareness, Influencer Marketing terhadap Purchase Intention Latifah, Siti; Nisa, Puspita Chairun; Jatmiko, Jatmiko
AKSIOMA : Jurnal Sains Ekonomi dan Edukasi Vol. 3 No. 3 (2026): AKSIOMA : Jurnal Sains, Ekonomi dan Edukasi
Publisher : Lembaga Pendidikan dan Penelitian Manggala Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62335/aksioma.v3i3.2427

Abstract

Marketing strategies for online shopping companies are heavily influenced by purchase intention, as it plays a crucial role in increasing company revenue. With the advancement of digital technology, social media has become a dominant platform for product promotion, potentially boosting purchase intention. This study aims to analyze the influence of social media content, e-WOM, brand awareness, and influencer marketing on purchase intention among TikTok app users. Data were collected through questionnaires from TikTok app users with the TikTok Shop feature using purposive sampling with the Structural Equation Model – Partial Least Squares (SEM-PLS) method. The study found that social media content and e-WOM influence purchase intention, while brand awareness and influencer marketing have no effect. However, influencer marketing does influence brand awareness. This study provides implications for companies using TikTok as a digital commerce platform to focus on marketing strategies to increase purchase intention through short, creatively edited product videos, creating review incentive programs for consumers, incorporating supporting elements into their products, such as competitive pricing and guaranteed product quality, and selecting influencers who align with their target market values through authentic video content. Further research suggests expanding the geographic scope of respondents, adding independent variables, and using other applications to increase purchase intention on the TikTok app.
Pengaruh Omnichannel Retailing terhadap Customer Retention melalui Customer Satisfaction dan Customer Engagement Dimoderasi Man Machine Collaboration Wafa, Husna El; Nisa, Puspita Chairun
AKSIOMA : Jurnal Sains Ekonomi dan Edukasi Vol. 3 No. 3 (2026): AKSIOMA : Jurnal Sains, Ekonomi dan Edukasi
Publisher : Lembaga Pendidikan dan Penelitian Manggala Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62335/aksioma.v3i3.2461

Abstract

This study analyzes the impact of omnichannel retailing on customer retention, focusing on customer satisfaction and engagement as mediators, and the role of man-machine collaboration as a moderator. Utilizing a quantitative approach and PLS-SEM on Sociolla customers, findings reveal that omnichannel retailing significantly enhances customer satisfaction and engagement but does not directly affect customer retention. Customer satisfaction positively influences retention, while engagement does not. The mediation analysis confirms customer satisfaction's role in linking omnichannel retailing with retention, while man-machine collaboration does not moderate this relationship. Overall, omnichannel strategies are most effective in boosting customer satisfaction, which indirectly supports customer retention.
Co-Authors Abadi, Ferryal Aisyah Adini Putri Amelia, Rika Angela, Nofia Angelia, Jeveline Arief Kusuma Aulia Khairunisa Badie Uddin Berliana Waty, Nella Br Barus, Ana Claudia Devi Yusiana Fitri Diana Fajarwati Diyanah, Tiara Awlia Endang Ruswanti Eti Jumiati Fachmi Tamzil Febriyanti, Edelin Hafidz, Gilang Pratama Hamidah . Harahap, Arman Holby Boy Martua Manurung Idemon, Anggia Febriyana Ika Baskara Jatmiko Jatmiko Juwita, Silvia Ratna Keisia Christea Kimfa, Yosef Kustianti, Nia Nur LIA AMALIA Linda Purnama Sari, Linda Purnama Linda Purnamasari Mahadewi, Erlina Puspitaloka Mandala Putra, Juniawan Mauludi, Andri Mohamad Reza Hilmy Muhammad Rizky Muniroh, Muniroh Noviandi Noviandi, Noviandi Nugroho, Oktian Fajar Nurazis, Epin Oktaviani, Nurul Ozays , Mehmet Pamungkas, Ario Pandiangan, Ferawita Perdana, Ilham Akbar Putra Permata, Kian Getti Prakoso Piannisa Alma Riania Pradinka Shanditya Nugraha Rahayu, Wati Ria Estiana Saepudin, Ahmad Sembiring, Timothy Hudson Silviana Mustikawati, Intan Siti Latifah Sulaeman, Iman Sundring Pantja Djati Suryari Purnama Tantri Yanuar Rahmat Syah Timothy Hudson Sembiring Triadinda , Dexi Unggul Kustiawan Unggul Kustiawan Baskara Veni Helen Virgita Hutagalung Wafa, Husna El Waslam Waslam, Waslam Widia Irawan Youna Chatrine Bachtiar