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All Journal Journal of Business & Banking Value: Jurnal Manajemen dan Akuntansi Journal of Entrepreneurship & Business
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.
Dari interaksi ke transaksi: Apakah hubungan adalah kunci di balikniat untuk membeli? Fiola Augustine Patricia; Juliani Dyah Trisnawati; Prita Ayu Kusumawardhany
Journal of Business & Banking Vol 15 No 01 (2025): Mei-Oktober 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v15i01.5412

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh faktor interpersonal terhadap swift guanxi serta dampaknya terhadap pur-chase intention dalam konteks Live Stream Shopping (LSS) di Indo-nesia. Faktor interpersonal yang diteliti meliputi perceived expertise, similarity, familiarity, likeability, informativeness, dan responsive-ness. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data diperoleh dari 174 responden yang memenuhi kriteria, kemudian dianalisis dengan menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa hampir seluruh faktor interpersonal ber-pengaruh signifikan terhadap swift guanxi, kecuali perceived similar-ity yang tidak terbukti signifikan. Selanjutnya, swift guanxi ber-pengaruh positif terhadap purchase intention. Dengan demikian, kualitas interaksi yang dibangun streamerm terbukti mampu mem-bangun swift guanxi, yang pada akhirnya meningkatkan intensi pembelian dalam LSS. Kesimpulan pada penelitian ini menegaskan bahwa keberhasilan LSS tidak hanya ditentukan oleh aspek produk dan harga saja, tetapi juga sangat dipenmgaruhi oleh kualitas in-teraksi interpersonal. Maka dari itu, streamer perlu membangun startegi komunikasi yang menekankan kredibilitas, personal, dan responsif guna meningkatkan konversi penjualan.
Co-Authors Fiola Augustine Patricia Fitri Novika Widjaja Ghifari Ghaza Nugraha Prita Ayu Kusumawardhany Purnama, Jevon Keefe Purnama Siti Rahayu