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All Journal Value: Jurnal Manajemen dan Akuntansi Journal of Entrepreneurship & Business Fundamental and Applied Management Journal
Juliani Dyah Trisnawati
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Loyalty Toward Shoope-food Delivery Service: The Role of E-Service Quality and Food Quality Ghifari Ghaza Nugraha; Juliani Dyah Trisnawati; Widjaja, Fitri Novika
Journal of Entrepreneurship and Business Vol. 5 No. 2 (2024): Journal of Entrepreneurship and Business (June)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jeb.v5i2.6393

Abstract

Purpose: This study investigates 14 hypotheses concerning e-service quality, perceived value, food quality, customer satisfaction, and customer loyalty. Method: This research uses a quantitative approach. Data is collected from 137 Surabaya residents who frequently use the Shopee Food app to buy food and drinks. The analysis employs Structural Equation Modelling (SEM) with Smart PLS software. Result: The results showed a positive and significant influence of e-service quality on perceived value, customer loyalty, and food quality. Food quality and perceived value also have a positive and significant effect. However, there was no significant effect between food quality, customer satisfaction, and customer loyalty. The study also found a positive and significant effect between perceived value on customer satisfaction and customer loyalty, as well as customer satisfaction on customer loyalty. Also, there is a positive and significant effect between e-service quality and customer loyalty mediated by perceived value and food quality on customer loyalty mediated by perceived value. Interestingly, there was no significant effect between e-service quality and customer loyalty mediated by customer satisfaction and food quality on customer loyalty mediated by customer satisfaction.
Pengaruh Customer Trust Terhadap Customer Engagement Dan Swift Guanxi Dalam Live Streaming Purnama, Jevon Keefe Purnama; Juliani Dyah Trisnawati; Siti Rahayu
Value : Jurnal Manajemen dan Akuntansi Vol. 20 No. 1 (2025): Januari - April 2025
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Cirebon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32534/jv.v20i1.6631

Abstract

The increasing use of the internet has become a major driver of business transformation in the field of e-commerce. This phenomenon is relevant because live streaming interactions can build strong relationships between sellers and buyers, which can increase engagement and customer trust. The main challenges in e-commerce, including live streaming commerce, are maintaining product quality and avoiding fraud, which often results in decreased customer trust. This study aims to examine the effect of customer trust on customer engagement in the context of live streaming commerce, with swift guanxi as a mediating variable. The method used is Partial Least Square Structural Equation Modeling (PLS-SEM) with data from 333 Generation Z respondents who actively shop via live streaming. The results of the study show that Trust in Broadcasters and Trust in Community Members have a significant positive effect on Customer Engagement, while Trust in Products does not show a significant effect.
Apology Presence Over Type: WhatsApp Service Recovery Satisfaction Among Indonesian University Students Aurelius Stevan Ruslie; Bobby Ardiansyahmiraja; Juliani Dyah Trisnawati
Fundamental and Applied Management Journal Vol. 4 No. 3 (2026): September
Publisher : Global Research Collaboration

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.66314/famj.v4i3.1106

Abstract

This study examines the effects of apology type (responsibility-oriented, sympathy-oriented, and no apology) and emoji presence on service recovery satisfaction (SRS), perceived overall justice (POJ), consumer empathy (CE), and customer forgiveness (CF) among Indonesian university students. A 3×2 between-subjects factorial experimental design was employed with 173 students from two private universities in Surabaya as participants, randomly assigned to one of six WhatsApp message scenarios depicting a sudden class cancellation. Data were analyzed using two-way ANOVA with Tukey HSD post-hoc tests and PROCESS Macro Model 4 (Hayes, 2022) with 5,000 bootstrap resamples. Receiving either apology message produced significantly higher SRS than receiving no apology; however, the non-significant difference between the two apology types should be interpreted cautiously because the manipulation check did not distinguish them. POJ was confirmed as a significant positive predictor of SRS (b = 0.734, p < .001), but did not mediate the apology type–SRS relationship. Apology type did not significantly affect CE or CF. Emoji presence and its interaction with apology type also yielded no significant effects. In this setting, offering an apology was associated with higher student service recovery satisfaction than offering none. Claims about the relative effectiveness of the two apology types require caution because the manipulation check did not distinguish them.
Co-Authors Aurelius Stevan Ruslie Bobby Ardiansyahmiraja Fitri Novika Widjaja Ghifari Ghaza Nugraha Purnama, Jevon Keefe Purnama Siti Rahayu