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All Journal Jurnal Manajemen Indonesia Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi
Rivai, Agung Kresnamurti
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Economics, Econometrics & Finance

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ANALISIS BRAND TRUST PADA FENOMENA OVERCLAIM PRODUK SKINCARE THE ORIGINOTE Salsabila, Aisyah; Rivai, Agung Kresnamurti; Berutu , Meta Bara
Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi Vol. 3 No. 7 (2025): Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi
Publisher : Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi

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Abstract

Penelitian ini bertujuan untuk menganalisis tingkat kepercayaan konsumen (brand trust) terhadap merek skincare The Originote pasca fenomena overclaim yang viral di media sosial. Fenomena ini muncul setelah akun TikTok @dokterdetektif mengungkap ketidaksesuaian klaim kandungan Retinol B3 Serum dengan hasil uji laboratorium. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus, melibatkan 17 informan berdomisili di DKI Jakarta yang dipilih melalui teknik purposive sampling. Data dikumpulkan melalui wawancara mendalam, observasi konten media sosial, dan dokumentasi, kemudian dianalisis secara tematik dengan bantuan perangkat lunak NVivo. Hasil penelitian menunjukkan bahwa brand trust terhadap The Originote dibentuk oleh tiga dimensi utama: kualitas produk (product quality), citra merek (brand image), dan kepuasan pelanggan (customer satisfaction). Mayoritas informan menilai produk The Originote memiliki kualitas baik dengan harga terjangkau, meskipun sebagian kecil meragukan efektivitasnya. Media sosial berperan penting dalam membentuk persepsi positif melalui testimoni dan interaksi langsung. Namun, isu overclaim menimbulkan keraguan pada sebagian konsumen, terutama terkait transparansi klaim produk. Implikasi penelitian ini memberikan rekomendasi bagi perusahaan untuk meningkatkan transparansi, konsistensi komunikasi, dan kualitas produk guna mempertahankan kepercayaan konsumen.
Antecedents of Customer Loyalty: Study from Digital Transaction of EWallet Apps: Antecedents of Customer Loyalty: Study from Digital Transaction of E-Wallet Apps Rizan, Mohamad; Rivai, Agung Kresnamurti; Tejanagara, Farah Chalida Hanoum; Rizky, Rianti Dea
Jurnal Manajemen Indonesia Vol. 24 No. 1 (2024): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v24i1.5788

Abstract

The purpose of this study is to explore the effect of service quality and perceived utility on customer loyalty in the digital money business, with particular emphasis on the intervening function of consumer satisfaction. The research method is quantitative, employing survey methodology. The sample for this study was made up of ewallet users who reside in DKI Jakarta and have made at least two online digital transactions with their e-wallet in the last six months. All variables were trustworthy, valid, and met the standards of the investigation. SPSS and Structural Equation Modeling were used to analyze the data (SEM). The data reveals that, first and foremost, service quality and perceived utility affect customer satisfaction positively. Second, customer satisfaction functions as a moderator between service quality, perceived utility, and client loyalty. Third, customer loyalty is linked to service quality and perceived value, but only in a small way. As a result of this finding, consumer satisfaction plays a critical role in fostering loyalty. The conclusion is that in the digital money business, superior quality and utility may impact clients positively but do not always result in loyalty. To accomplish this, digital currency players must place a premium on client pleasure. Keywords— Customer Satisfaction; Perceived Usefulness,Service; Quality; Customer Loyalty
Co-Authors Berutu , Meta Bara Mohamad Rizan Rizky, Rianti Dea Salsabila, Aisyah Tejanagara, Farah Chalida Hanoum