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All Journal COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Pengabdian Pendidikan Indonesia (PPI) International Journal of Economics and Management Research Jurnal Ekonomi, Manajemen, dan Bisnis
jodhinata, andreas
Universitas Ciputra Surabaya
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences Other

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Analysis of Customer Value and Customer Experience on Customer Satisfaction and Loyalty Bogi Akhmad Suendar; Endi Sarwoko; Andreas Jodhinata
International Journal of Economics and Management Research Vol. 4 No. 2 (2025): August: International Journal of Economics and Management Research
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijemr.v4i2.501

Abstract

The competitive rivalry in the ship classification service business poses a unique challenge for PT. Indonesian Classification Bureau (Persero) to enhance the company's competitive advantage, with maritime safety and service quality being prioritized to achieve customer satisfaction and loyalty. The objectives of this research are (1) To determine the partial effect of customer value and customer experience on customer satisfaction; (2) To determine the partial effect of customer value and customer experience on customer loyalty; (3) To determine the effect of customer satisfaction on customer loyalty; (4) To determine the effect of customer value on customer loyalty through the mediation of customer satisfaction; (5) To determine the effect of customer experience on customer loyalty through the mediation of customer satisfaction. The approach used in this research is quantitative. A sample of 90 people was selected using the Random Sampling technique. The data collection method used a questionnaire. The data analysis technique used SEM with PLS. Based on the results of this study, it was found that the customer experience variable significantly affects both the customer satisfaction variable and the customer loyalty variable. Furthermore, the customer value variable affects the customer satisfaction variable but does not significantly affect the customer loyalty variable. The customer satisfaction variable affects customer loyalty. For indirect variables, both the customer experience variable and the customer value variable affect customer loyalty, mediated by customer satisfaction. This study has limitations, namely that some respondents did not fully understand the statements in the questionnaire when it was administered. Suggestions for future researchers include creating a questionnaire with appropriate sentences and language that are easier for respondents to understand, and adding more variables.
Peran Customer Trust Dalam Memediasi Pengaruh E-Service Quality, Customer Experience Dan Information Quality Terhadap Customer Satisfaction: Studi Kasus Pada Aplikasi Pln Mobile Di Kawasan Up3 Depok Siahaan, Paroloan; Jodhinata, Andreas; Ardyan, Elia
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 11 (2025): COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v4i11.2992

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality, customer experience, dan information quality terhadap kepuasan pelanggan aplikasi PLN Mobile, serta peran customer trust sebagai mediator. Menggunakan metode kuantitatif dengan pendekatan survei, sampel penelitian diambil dari 400 responden pelanggan PLN UID Jawa Barat yang menggunakan aplikasi PLN Mobile, dengan teknik simple random sampling. Data dikumpulkan melalui kuesioner yang mengukur variabel-variabel terkait menggunakan skala Likert. Teknik analisis data yang digunakan adalah Structural Equation Modeling (SEM) dengan pendekatan Partial Least Squares (PLS), yang diterapkan melalui aplikasi Smart PLS 4.0. Hasil penelitian menunjukkan bahwa e-service quality, customer experience, dan information quality memiliki pengaruh positif yang signifikan terhadap kepuasan pelanggan. Selain itu, customer trust berperan sebagai mediator yang memperkuat hubungan antara faktor-faktor tersebut dan kepuasan pelanggan. Penelitian ini menyimpulkan bahwa untuk meningkatkan kepuasan pelanggan, PLN perlu meningkatkan kualitas layanan aplikasi, memperbaiki pengalaman pengguna, dan menyediakan informasi yang akurat. Kepercayaan pelanggan juga menjadi faktor penting dalam memperkuat hubungan antara kualitas layanan dan kepuasan.
Pelatihan Kewirausahaan Berbasis E-Learning Bagi Murid SMK Yuli Kartika Dewi; Fahrul Riza; Andreas Jodhinata; Syaiful Anam; Yeshua Austin Harvey Choa; Hannan Azka Tuminem
Pengabdian Pendidikan Indonesia Vol. 2 No. 03 (2024): Artikel Periode Desember 2024
Publisher : Information Technology and Science (ITScience)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47709/ppi.v2i03.5350

Abstract

The ability of institutions organizing Distance Learning (PJJ) to conduct Community Service programs (PkM) online is frequently questioned, notably their effectiveness. The paper seeks to demonstrate that e-learning-based community service initiatives including collaboration among distance learning students, conventional students, lecturers, and partners can produce concrete outcomes. E-learning-based entrepreneurship training was delivered to 20 vocational high school students who were involved in extracurricular entrepreneurship activities. The implementation technique is a mixed approach, with distance learning students acting as presenters, normal students serving as on-site mentors, lecturers designing the curriculum, and schoolteachers monitoring student progress. The training results reveal an increase in entrepreneurial attitude and the ability to produce unique ideas that can be implemented in the field. This conclusion underscores the fact that online community service programs, if well-designed and involving a variety of parties, can be successfully executed and have a good impact on student skill development.
Adoption of AIOps Technology in IT Service Operations in Corporate Enterprises Using the Technology-Organization-Environment (TOE) Model Rony Cahyadi; Andreas Jodhinata
Jurnal Ekonomi, Manajemen, dan Bisnis Vol. 4 No. 2 (2026): Jurnal Ekonomi, Manajemen dan Bisnis
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Kalibra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70716/emis.v4i2.556

Abstract

Along with the rapid technological developments in the current digital era, more companies are integrating artificial intelligence (AI) technology into IT operations services. This technological development also leads to increasingly sophisticated technology being used and an increasing amount of data received, the complexity and risk that can impact IT services in companies. Artificial intelligence technology for IT operations services (AIOps) addresses this challenge by integrating AI features comprehensively into all solutions available in IT operations services. AIOps changes the approach to handling incidents from a reactive to a proactive one by identifying potential problems before they occur. The purpose of this study is to define the factors influencing the adoption of AIOps technology in IT services in companies and analyze its impact on productivity and service stability. The Technology-Organization-Environment (TOE) method is used in this study because it has been widely applied in various adoption studies of various IT innovations ranging from e-commerce, ERP, Cloud Computing to the most recent adoption of AIOps technology. The TOE research method can accommodate various indicators of technology adoption that are tested by considering internal (organizational), technological and external (external environment) aspects to provide a comprehensive picture of the readiness and level of technology adoption within the company.
Co-Authors Bogi Akhmad Suendar Elia Ardyan Endi Sarwoko Fahrul Riza Hannan Azka Tuminem Rony Cahyadi Siahaan, Paroloan Syaiful Anam Yeshua Austin Harvey Choa Yuli Kartika Dewi