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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 Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan 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 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.
Influence of Electronic Word of Mouth (WOM) and Brand Image on 'Semangat Coffe' Purchase Intentions Muhammad Rizky; Puspita Chairun Nisa; Unggul Kustiawan; Ika Baskara
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.v4i1.6042

Abstract

This study examines the influence of Electronic Word of Mouth (E-WOM) and Brand Image on Purchase Intention in the context of coffee shops in Bekasi, Indonesia. The rising trend of coffee culture among Generation Z has shifted consumer behavior towards frequenting coffee shops over opting for instant coffee. E-WOM has emerged as a key source of information for prospective customers, shaping trust and decision-making through reviews on platforms like Google and social media. Brand Image is another critical factor, shaping consumer perceptions and fostering loyalty through positive brand associations. A quantitative approach with Structural Equation Modeling (SEM) was used to analyze data from a sample of Generation Z consumers. The findings reveal that E-WOM significantly impacts both Brand Image and Purchase Intention, highlighting the role of online reviews in influencing consumers’ decisions to visit coffee shops. Additionally, Brand Image positively affects Purchase Intention, underscoring its importance in driving consumer loyalty and repeat visits. This study extends previous research by focusing on a different cultural and geographical context, contributing to our understanding of how E-WOM and Brand Image shape consumer behavior in the Indonesian coffee shop industry.
Examining the Impact of Customer Orientation and Service Quality on Customer Satisfaction: The Mediating Role of Service Quality Aisyah Adini Putri; Puspita Chairun Nisa Baskara; Ika Baskara; Unggul Kustiawan Baskara
EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi Vol. 4 No. 2: Januari 2025
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/ekoma.v4i2.6044

Abstract

This study aims to examine the influence of Customer Orientation and Service Quality on Customer Satisfaction in the context of Hisana fried chicken purchases. This quantitative research collected data through questionnaires distributed to 130 consumers who purchased Hisana fried chicken, using a purposive sampling technique. The data were analyzed using the Structural Equation Modeling - Partial Least Square (SEM-PLS) method to assess the relationships between variables. The results indicate that Customer Orientation has a positive effect on Customer Satisfaction, Customer Orientation positively influences Service Quality, and Service Quality positively affects Customer Satisfaction. However, Service Quality does not mediate the relationship between Customer Orientation and Customer Satisfaction. These findings provide insights for restaurants to enhance Customer Orientation and Service Quality as strategies to strengthen customer satisfaction.
Co-Authors Ahmad Saepudin Aisyah Adini Putri Amalia, Lia Amelia, Rika Angela, Nofia Angelia, Jeveline Arief Kusuma Among Praja Aulia Khairunisa Barika Barika Gumay Benny Gunawan Br Barus, Ana Claudia Devi Yusiana Fitri Diana Fajarwati Edelin Febriyanti 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 Nella Berliana Waty Noviandi Noviandi Nugroho, Oktian Fajar Nurazis, Epin Nurfadilah Nurfadilah Nurul Oktaviani Oktaviani, Nurul Pamungkas, Ario Pandiangan, Ferawita Perdana, Ilham Akbar Putra Permata, Kian Getti Prakoso Piannisa Alma Riania Pradinka Shanditya Nugraha Rifky Arya Arnanda Rojuaniah Rojuaniah Sembiring, Timothy Hudson Siti Latifah Sontia Asima Apriani Siregar Tantri Yanuar Rahmat Syah Tiara Awlia Diyanah Timothy Hudson Sembiring Unggul Kustiawan Baskara Veni Helen Virgita Hutagalung Waslam Waslam, Waslam Wati Rahayu Widia Irawan Youna Chatrine Bachtiar