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Pengaruh Telepresence, Flow, Guidance Shopping, dan Metavoicing Terhadap Purchase Intention dan Gift-Giving pada Louisse Scarlett Family Sophia Shalomita Sutrisno; Fitri Novika Widjaja
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 3 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i3.3971

Tiktok telah menjadi sangat popular di kalangan pengguna internet, terutama milenial dan Gen Z. Tiktok juga menghadirkan Tiktok Shop yang dilengkapi dengan fitur Tiktok Live Streaming sehingga dapat meningkatkan popularitas. Penelitian ini bertujuan untuk menguji pengaruh telepresence, flow, guidance shopping, dan metavoicing terhadap niat pembelian dan niat pemberian hadiah pada Louissescarlettfamily. Penelitian ini menggunakan metode kuantitatif dengan menyebarkan kuesioner dengan jumlah sampel sebanyak 217 responden. Analisis data dilakukan menggunakan Partial Least Square (PLS), dengan mempertimbangkan variabel seperti telepresence, flow, guidance shopping, dan metavoicing terhadap niat pembelian dan niat pemberian hadiah. Hasil penelitian ini menunjukkan bahwa variabel telepresence, flow, dan guidance shopping, berpengaruh positif terhadap niat pembelian dan niat pemberian hadiah yang dimediasi oleh swift guanxi. Namun, variabel metavoicing tidak berpengaruh positif terhadap niat pembelian dan niat pemberian hadiah.

PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION PADA PENGGUNA JASA KURIR SHOPEE EXPRESS DI SURABAYA Siska Anggreani; Stefanus Budy Widjaja Subali; Fitri Novika Widjaja
CALYPTRA Vol. 13 No. 1 (2024): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (November)
Publisher : Perpustakaan Universitas Surabaya

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Abstract—This study aims to determine the effect of logistics service quality, namely personnel contact quality, timeliness, order conditions, order discrepancy handling, and operational information sharing on customer satisfaction among Shopee Express courier service users in Surabaya. This research method uses a questionnaire with a total of 180 respondents in Surabaya who have used Shopee Express in the last 6 months. The regression model in this study is SEM (Structural Equation Model) with AMOS 23 software. The results of this study indicate that the variables of personnel contact quality, timeliness, order condition, order discrepancy handling, and operational information sharing have an effect on customer satisfaction. Keywords: logistics service quality, customer satisfaction, shopee express Abstrak—Penelitian ini bertujuan untuk mengetahui pengaruh logistics service quality, yaitu personnel contact quality, timeliness, order condition, order discrepancy handling, dan operational information sharing terhadap customer satisfaction pada pengguna jasa kurir Shopee Express di Surabaya. Metode penelitian ini menggunakan kuesioner dengan jumlah responden sebesar 180 responden di Surabaya yang pernah menggunakan Shopee Express 6 bulan terakhir. Model pada penelitian merupakan SEM (Structural Equation Model) dengan software AMOS 23. Hasil penelitian ini menunjukkan bahwa variabel personnel contact quality, timeliness, order condition, order discrepancy handling, dan operational information sharing berpengaruh terhadap customer satisfaction. Kata kunci: kualitas layanan logistik, kepuasan pelanggan, shopee express

PENGARUH GREEN SUPPLY CHAIN MANAGEMENT TERHADAP ENVIRONMENTAL PERFORMANCE PADA UKM INDUSTRI PENGOLAHAN DI JAWA TIMUR Indah Ayu Lestari Kasim; Erna Andajani; Fitri Novika Widjaja
CALYPTRA Vol. 13 No. 1 (2024): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (November)
Publisher : Perpustakaan Universitas Surabaya

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Abstract—This research was conducted with the aim of examining the influence of green supply chain management on environmental performance in processing industry SMEs in East Java. The type of research used is quantitative research with an interval level of 1 to 5. Data taken was 260 respondents from online distribution. The data obtained was then used to test existing hypotheses using SPSS (Package for Social Sciences) with software, namely SPSS 20, to test validity and reliability. Then to test the research model using PLS-SEM (Partial Least Squares-Structural Equation) with Smart-PLS 3.0 software. The research results state that strategic orientation (SO) has a significant positive effect on green supply chain management (GSCM), internal environment management (IEM) has a significant positive effect on green supply chain management (GSCM), green supply chain management (GSCM) has a significant positive effect on environmental performance (EP), government regulation (GR) has a significant positive effect on green supply chain management (GSCM), strategic orientation (SO) has no effect on environmental performance (EP) through green supply chain management (GSCM), internal environment management (IEM ) has a significant positive effect on environmental performance (EP) through green supply chain management (GSCM), and government regulation (GR) has a significant positive effect on environmental performance (EP) through green supply chain management (GSCM. Keywords: environmental performance, green supply chain management, internal environment management Abstrak—Penelitian ini dilakukan bertujuan untuk menguji Pengaruh Green Supply Chain Management Terhadap Environmental Performance pada UKM Industri Pengolahan Di Jawa Timur. Jenis penelitian yang digunakan adalah penelitian kuantitatif dengan aras interval 1 sampai dengan 5. Data yang diambil sebanyak 260 responden dari penyebaran online. Data yang didapat kemudian digunakan untuk menguji hipotesis yang ada menggunakan SPSS (Package for Social Sciences) dengan software yaitu SPSS 20 untuk uji validitas dan reliabilitas. Kemudian untuk menguji model penelitian menggunakan PLS-SEM (Partial Least squares-Structural Equation) dengan software Smart-PLS 3.0. Hasil penelitian menyatakan bahwa strategic orientation (SO) berpengaruh signifikan positif terhadap green supply chain management (GSCM), internal environment management (IEM) berpengaruh signifikan positif terhadap green supply chain management (GSCM), green supply chain management (GSCM) berpengaruh signifikan positif terhadap environmental performance (EP), government regulation (GR) berpengaruh signifikan positif terhadap green supply chain management (GSCM), strategic orientation (SO) tidak berpengaruh terhadap environmental performance (EP) melalui green supply chain management (GSCM), internal environment management (IEM) berpengaruh signifikan positif terhadap environmental performance (EP) melalui green supply chain management (GSCM), dan government regulation (GR) berpengaruh signifikan positif terhadap environmental performance (EP) melalui green supply chain management (GSCM). Kata kunci: environmental performance, green supply chain management, internal environment management

PENGARUH EWOM TERHADAP SERVICE QUALITY DAN SATISFACTION PENGGUNA JARINGAN TELEKOMUNIKASI DI INDONESIA Ariel Belva Danendra; Siti Rahayu; Fitri Novika Widjaja
CALYPTRA Vol. 13 No. 2 (2025): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Mei)
Publisher : Perpustakaan Universitas Surabaya

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Abstract—This research aims to analyze the influence of the Ewom (Electronic Word of Mouth Communication) dimension on Customer Satisfaction and Service Quality with the moderating effect of Positive Emotional Experience. This research has eight dimensions of constructive variables: Service Communication, Quality Service, Relational Value, Trust, Satisfaction, Ewom, Fwom and Positive Emotional Experience. This study was conducted in a single service setting, and as such, the results cannot be generalized. The data collected to support the initial variables was distributed to telecommunications network 286 users in Indonesia via a Google Forms questionnaire form. This investigation uses SmartPLS 4 because of its robustness in testing prediction models. This document provides guidance on how telecommunications service managers can develop and manage their network of relationships. Specifically, this paper shows how business referrals can be generated and used to build customer retention from a variety of relationship building strategies. This study shows that service providers who provide quality services, design superior values and provide reliable information are in a better position to develop good relationships with customers and ultimately engage them in Positive Emotional Experiences. Keywords: eWOM, service quality, satisfaction Abstrak—Penilitian ini bertujuan untuk menganalisis pengaruh dimensi eWOM (Komunikasi Mulut Ke Mulut Elektronik) terhadap Customer Satisfaction dan Service Quality dengan efek moderasi Positive Emotional Experience. Penelitian ini memiliki delapan dimensi dari variabel konstruktif Service Communication, Quality Service, Relational Value, Trust, Satisfaction, eWOM, fWOM dan Positive Emotional Experience. Studi ini dilakukan dalam satu pengaturan layanan, dan dengan demikian, hasilnya tidak dapat digeneralisasi. Data yang dikumpulkan untuk mendukung variabel awal didistribusikan kepada pengguna jaringan telekomunikasi di Indonesia melalui 286 responden kuesioner Google Forms. Penyelidikan ini menggunakan SmartPLS 4 karena ketahanan dalam menguji model prediksi. Dokumen ini memberikan panduan tentang bagaimana manajer layanan telekomunikasi dapat mengembangkan dan mengelola jaringan hubungan mereka. Secara khusus, makalah ini menunjukkan bagaimana referensi bisnis dapat dihasilkan dan digunakan untuk membangun retensi pelanggan dari berbagai strategi membangun hubungan. Studi ini menunjukkan bahwa penyedia layanan yang menyediakan layanan berkualitas, merancang nilai-nilai superior dan memberikan informasi yang dapat diandalkan berada dalam posisi yang lebih baik untuk mengembangkan hubungan yang baik dengan pelanggan dan pada akhirnya melibatkan mereka dalam Pengalaman Emosional Positif. Kata kunci: eWOM, service quality, satisfaction

MENGUJI LSQ PADA BOPS BOSD PRODUK PORTABEL: DAMPAKNYA TERHADAP KEPUASAN, LOYALITAS, NIAT PATRONASE Kezia Trifena; Fitri Novika Widjaja; Juliani Dyah Trisnawati
E-Jurnal Ekonomi dan Bisnis Universitas Udayana VOLUME.14.NO.11.TAHUN.2025
Publisher : Fakultas Ekonomi dan Bisnis Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/

Penelitian ini menganalisis pengaruh elemen Logistics Service Quality (LSQ)—timeliness, availability, condition, dan return)—terhadap customer satisfaction, customer loyalty, serta patronage intention dalam dua skenario omnichannel di Indonesia, yakni BOPS (buy-online-pickup-in-store) dan BOSD (buy-online-ship-direct) untuk kategori produk portabel. Penelitian bersifat kuantitatif dengan survei terhadap 334 konsumen yang memiliki pengalaman BOPS/BOSD. Data diolah dengan metode PLS-SEM dengan software SmartPLS 3. Hasil penelitian menunjukkan keempat elemen LSQ meningkatkan customer satisfaction di kedua skenario. Pada BOPS, timeliness dan condition berpengaruh positif terhadap customer loyalty, sedangkan availability dan return tidak berpengaruh langsung. Pada BOSD, condition dan return berpengaruh positif terhadap customer loyalty, sementara timeliness dan availability tidak berpengaruh. Customer satisfaction berpengaruh positif terhadap customer loyalty dan patronage intention di kedua skenario. Kebaruan studi terletak pada fokus dua skenario yang relevan untuk kategori produk portabel dan penambahan variabel patronage intention yang dipicu oleh customer satisfaction. Peritel diharapkan dapat memprioritaskan akurasi stok dan “ready-for-pickup” pada BOPS serta kualitas last-mile dan retur pada skenario BOSD. This study analyzes the effects of Logistics Service Quality (LSQ) elements—timeliness, availability, condition, and return—on customer satisfaction, customer loyalty, and patronage intention across two omnichannel scenarios in Indonesia: BOPS (buy online, pickup in store) and BOSD (buy online, ship direct) for portable products. This quantitative study surveyed 334 consumers who had experience with BOPS/BOSD. Data were analyzed using PLS-SEM with SmartPLS 3. The results show that all four LSQ elements increase customer satisfaction in both scenarios. In BOPS, timeliness and condition positively affect customer loyalty, whereas availability and return have no direct effect. In BOSD, condition and return have a positive effect on customer loyalty, while timeliness and availability have no effect. Customer satisfaction positively affects customer loyalty and patronage intention in both scenarios. The novelty of this study lies in its focus on two scenarios relevant to the portable product category and the addition of the patronage intention variable triggered by customer satisfaction. Retailers are expected to prioritize stock accuracy and “ready-for-pickup” in BOPS and last-mile quality and return in the BOSD scenario.

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