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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 Arus Jurnal Sosial dan Humaniora Jurnal Dialogika Manajemen dan Administrasi International Journal of Economics (IJEC) International Journal of Economics, Management and Accounting 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 Jurnal Publikasi Sistem Informasi dan Manajemen Bisnis Jurnal Riset dan Inovasi Manajemen
Nisa, Puspita Chairun
Universitas Esa Unggul
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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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.
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 Brand Experience, Brand Trust, Dan Brand Love Terhadap Brand Loyalty Berliana Waty, Nella; Chairun Nisa, Puspita
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.v5i3.15167

Abstract

Penelitian ini dilatarbelakangi oleh pentingnya memahami bagaimana pengalaman merek mempengaruhi perilaku konsumen khususnya dalam konteks pengguna smartphone dari generasi Z di Jakarta dan Bekasi. Penelitian ini bertujuan untuk menguji pengaruh langsung dari brand experience, brand trust, dan brand love terhadap brand loyalty. Selain itu juga memahami bagaimana ketiga variabel tersebut, yakni brand experience, brand trust dan brand love saling mempengaruhi satu sama lain. Metode penelitian yang digunakan adalah kuantitatif dengan teknik purposive sampling terhadap 224 responden yang telah menggunakan smartphone Samsung minimal selama satu tahun. Analisis data dilakukan menggunakan pendekatan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian ini menunjukkan bahwa brand experience, brand trust dan brand love memiliki dampak yang positif terhadap brand loyalty. Kemudian brand experience berpengaruh positif terhadap brand trust dan brand love, serta brand trust berpengaruh positif terhadap brand love. Temuan ini mengindikasi bahwa pengalaman merek yang berkualitas dapat meningkatkan kepercayaan dan keterikatan emosional konsumen, yang pada akhirnya mendorong loyalitas terhadap merek. Implikasi manajerial dari penelitian ini dapat menjadi dasar bagi perusahaan dalam merancang strategi yang fokus pada pengalaman konsumen secara holistik.
Pengaruh Inovasi Konsumen Terhadap Niat Beli Mobil Wuling Melalui Proses Pembelajaran dan Nilai Manfaat yang Dimoderasi dengan Harga Hamidah Hamidah; Puspita Chairun Nisa
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 7 No. 1 (2025): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v7i1.5969

Abstract

This study examines the influence of consumer innovation on the intention to buy Wuling cars in Jabodetabek through a learning process and value moderated by price. Therefore, the aim of this research is to develop the relationship between consumer innovation (CI), purchase intention (PI), learning process (LP) and value-benefit (PV) for wuiling brand cars in a collective society like Indonesia. It also investigates their relationship to price (P). This type of research is quantitative. The population in this study were wuiling car users in the Greater Jakarta area with an age range of 17-55 years of 182 respondents. Data collection was carried out in March-June 2022. The distribution of questionnaires was carried out online via the Google form with the scale used, namely a 5-point Likert scale which varies from Strongly Disagree (1) to Strongly Agree (5). Hypothesis testing in this study uses a structural equation model (SEM) and uses Lisrel 8.8 software. Based on the analysis it was concluded that not all variables have a positive effect on each other. The consumer innovation variable does not have a positive effect on the purchase intention variable, the consumer innovation variable affects the learning process variable, the learning process variable does not affect the purchase intention variable, the learning process variable influences the benefit value variable, the consumer innovation variable does not affect the benefit value variable, the benefit value variable affects the variable purchase intention, benefit value variable does not mediate consumer innovation variable to purchase intention variable, learning process variable does not mediate consumer innovation variable and purchase intention variable, benefit value variable does not mediate learning process variable and purchase intention variable, learning process variable and benefit value does not mediate the innovation variable and the purchase intention variable, the price variable managed to moderate the benefit value variable and the purchase intention variable. The findings in this study are that consumer innovation in Indonesia is still small, so that the intention to buy Wuiling brand car products has also decreased, which is caused by consumers not studying and understanding the advantages and value benefits of Wuiling brand cars, especially during the COVID-19 pandemic when In this case, the majority of consumers are more focused on basic needs than other needs. Then, during the COVID-19 pandemic, research respondents paid close attention to the price of a product or service because of the financial crisis during this pandemic.
Pengaruh Prinsip Kaizen, Efisiensi, dan Disiplin Kerja terhadap Kinerja Karyawan Ihza Muhammad Erlandy; Benny Gunawan; Rojuaniah Rojuaniah; Puspita Chairun Nisa
Jurnal Riset dan Inovasi Manajemen Vol. 3 No. 2 (2025): Mei: Jurnal Riset dan Inovasi Manajemen
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jrim-widyakarya.v3i2.4937

Abstract

This study aims to analyze the influence of kaizen principles, efficiency, and work discipline on employee performance. The research method used is a quantitative approach with regression analysis techniques to measure the relationship between these variables. The results of the study indicate that the principles of kaizen, efficiency, and work discipline have a positive and significant influence on employee performance, both partially and simultaneously. The application of these three variables consistently can increase productivity, efficiency, and work quality, while creating an innovative and adaptive work culture. Thus, the implementation of the principles of kaizen, efficiency, and work discipline can be an effective strategy in improving employee performance and supporting the company's competitiveness in the era of globalization.
Pengaruh Human Resource Management terhadap Innovative Work Behavior melalui mediasi Employee Engagement dengan Change Management dan Knowledge Management Kristo Saputra Siregar; Ika Baskara; Barika Gumay; Puspita Chairun Nisa
Arus Jurnal Sosial dan Humaniora Vol 6 No 1: April (2026)
Publisher : Arden Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57250/ajsh.v6i1.2790

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh human resource management terhadap innovative work behavior melalui peran employee engagement sebagai variable mediasi dengan change management dan knowledge management pada pegawai Badan Pengembangan Sumber Daya Manusia (BPSDM) Kementerian PUPR. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner kepada 110 responden pegawai BPSDM Kementerian PUPR di Jakarta. Pengolahan data dilakukan menggunakan Structural Equation Modeling (SEM) dengan pendekatan Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa human resource management berpengaruh positif dan signifikan terhadap change management, knowledge management, dan employee engagement. Selanjutnya, change management dan knowledge management juga terbukti berpengaruh positif dan signifikan terhadap employee engagement, serta employee engagement berpengaruh positif dan signifikan terhadap innovative work behavior. Selain itu, human resource management memiliki pengaruh tidak langsung terhadap innovative work behavior melalui employee engagement. Temuan ini memberikan implikasi penting bagi organisasi sektor publik dalam mengoptimalkan strategi human resource management manusia untuk meningkatkan employee engagement dan innovative work behavior.
Pengaruh Pengalaman Merek, Kualitas Layanan, dan Kualitas Produk terhadap Loyalitas Pelanggan dengan Peran Mediasi Kepuasan Pelanggan Sontia Asima Apriani Siregar; Puspita Chairun Nisa
Jurnal Publikasi Sistem Informasi dan Manajemen Bisnis Vol. 5 No. 1 (2026): Januari : Jurnal Publikasi Sistem Informasi dan Manajemen Bisnis
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jupsim.v5i1.6349

Abstract

The highly competitive business marketing world requires entrepreneurs to find new ways to capture attention and maintain customer loyalty amidst an increasing market share and growing number of competitors. Therefore, the objective of this research is to understand how brand experience, service quality and product quality impact customer loyalty while considering the mediating role of customer satisfaction to contribute to the literature on these relationships. Data distribution to Kopi Kenangan customers rotating in Jakarta through a questionnaire of 110 respondents with the criteria of Kopi Kenangan customers aged 17-40 years who buy on the spot and drink Kopi Kenangan products directly at least 2 times in the last three months. This research utilized Structural Equation Modeling – Partial Least Square (SEM – PLS) analysis. The findings reveal that brand experience, service quality and product quality can enhance customer satisfaction and loyalty. Furthermore, the study also found that the relationship between brand experience, service quality and product quality with customer loyalty can be mediated by customer satisfaction. Therefore, this research emphasizes that companies need to improve customer experience, service quality, and product quality to achieve better customer satisfaction and loyalty, establishing a strong foundation for long-term competition.
How High Quality Rice Shapes Repeat Purchases and Word of Mouth: The Role of Value and Satisfaction Diana Fajarwati; Holby Boy Martua Manurung; Unggul Kustiawan; Puspita Chairun Nisa
EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi Vol. 4 No. 1: November 2024
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/ekoma.v4i1.5780

Abstract

Organic rice has gained importance due to its health benefits, especially for individuals aged 28 and older who have adopted a healthy diet. Organic rice is known to reduce the risk of diseases like diabetes, cancer, obesity, and brain development disorders. This highlights the significant impact of organic rice quality, encouraging consumers to purchase it without hesitation. This study investigates the influence of Food Quality, Perceived Value, Price Fairness, and Customer Satisfaction on Repurchase Intention and Word of Mouth in the context of offline organic rice sales.A sample of 125 respondents was analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine the relationships between variables. The findings reveal that Food Quality positively affects Price Fairness and Customer Satisfaction, while Price Fairness also positively impacts Perceived Value. In turn, Perceived Value enhances Customer Satisfaction, and Customer Satisfaction leads to higher Repurchase Intention and Word of Mouth. Of the eight proposed hypotheses, six were accepted (H1, H3, H4, H6, H7, H8), while two (H2 and H5) were rejected. Future researchers should consider these variables carefully to avoid inconsistent results. In this study, the Revisit Intention variable was adjusted to Repurchase Intention for better alignment with the research context.
Co-Authors Ahmad Saepudin Aisyah Adini Putri Amalia, Lia Amelia, Rika Angela, Nofia Angelia, Jeveline Arief Kusuma Among Praja Aulia Khairunisa Barika Gumay Benny Gunawan 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 Hamidah Holby Boy Martua Manurung Husna El Wafa Idemon, Anggia Febriyana Ihza Muhammad Erlandy Ika Baskara Iman Sulaeman Jatmiko Jatmiko Juwita, Silvia Ratna Keisia Christea Kimfa, Yosef Kristo Saputra Siregar Kustianti, Nia Nur Kustiawan, Unggul Linda Purnama Sari, Linda Purnama Linda Purnamasari Mahadewi, Erlina Puspitaloka Mauludi, Andri Muhammad Rizky Noviandi Noviandi Nugroho, Oktian Fajar Nurazis, Epin Oktaviani, Nurul Pamungkas, Ario Pandiangan, Ferawita Perdana, Ilham Akbar Putra Permata, Kian Getti Prakoso Piannisa Alma Riania Pradinka Shanditya Nugraha Rojuaniah Rojuaniah Sembiring, Timothy Hudson Siti Latifah Sontia Asima Apriani Siregar Tantri Yanuar Rahmat Syah Timothy Hudson Sembiring Unggul Kustiawan Baskara Veni Helen Virgita Hutagalung Waslam Waslam, Waslam Wati Rahayu Widia Irawan Youna Chatrine Bachtiar