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All Journal Jurnal Manajemen dan Agribisnis Jurnal Pustakawan Indonesia JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Asia-Pacific Management and Business Application Journal of Humanities and Social Studies Dinasti International Journal of Education Management and Social Science Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Economic, Communication, and Social Sciences Journal (BECOSS) Jurnal Artha Satya Dharma Economicus: Jurnal Ekonomi dan Manajemen INTERNATIONAL JOURNAL OF EDUCATION, INFORMATION TECHNOLOGY, AND OTHERS Indonesian Journal of Multidisciplinary Science Jurnal Pustakawan Indonesia Jurnal Locus Penelitian dan Pengabdian Journal of Social Studies, Arts and Humanities (JSSAH) International Journal Administration, Business & Organization Return : Study of Management, Economic and Bussines Economics and Business Journal Eduvest - Journal of Universal Studies IIJSE Asian Journal of Social and Humanities Epaper Bisnis: International Journal Entrepreneurship and Management International Journal of Economics, Accounting, and Management
Sufrin Hannan
Universitas Pakuan
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Neuroscience Public Health Social Sciences Other

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Service Quality and Social Media Marketing Activities as Determinants of Revisit Intention: Customer Satisfaction as an Intervening Variable Regina; Agus Setyo Pranowo; Sufrin Hannan
Economics and Business Journal (ECBIS) Vol. 4 No. 5 (2026)
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i5.451

Abstract

This study examines service quality and social media marketing activities as determinants of revisit intention, with customer satisfaction as an intervening variable at Flui Restaurant & Cafe Bogor. The research was motivated by the decline in customer visits despite the restaurant’s strategic location, unique waterfall concept, and active social media promotion. A quantitative explanatory approach was applied using a cross-sectional survey of 400 customers who had visited Flui Restaurant & Cafe Bogor. Data were collected through a structured questionnaire using a five-point Likert scale and analyzed using Structural Equation Modeling with LISREL 8.80. The results show that service quality has a positive and significant effect on customer satisfaction and revisit intention. Social media marketing activities also have a positive and significant effect on customer satisfaction and revisit intention. Furthermore, customer satisfaction significantly influences revisit intention and partially mediates the relationship between service quality and revisit intention, as well as between social media marketing activities and revisit intention. These findings indicate that increasing revisit intention requires an integrated strategy involving consistent service quality, interactive social media marketing, and customer satisfaction improvement
Paid Social Media Advertising and Digital Marketing Content Quality as Determinants of Ecourse Purchase Decisions Mediated by Customer Trust Wira Pekik Amiruddin; Hari Muharam; Sufrin Hannan
Economics and Business Journal (ECBIS) Vol. 4 No. 5 (2026)
Publisher : PT. Maju Malaqbi Makkarana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ecbis.v4i5.452

Abstract

This study aims to analyze the influence of paid social media advertising and the quality of digital marketing content on the purchase decision of the BuatMudah e-course, both directly and indirectly through customer trust as a mediating variable. The background of this study is based on the decline and fluctuations in BuatMudah e-course sales amidst the growth of the EdTech industry and increasing competition in the educational market for content creators. This study used a quantitative approach with a survey method. Primary data were obtained by distributing questionnaires to 355 BuatMudah e-course customers. The research instrument was designed based on indicators of paid social media advertising, digital marketing content quality, customer trust, and purchase decisions. Data were analyzed using Structural Equation Modeling (SEM) and the Sobel test to examine the mediating role. The results show that paid social media advertising has a positive and significant effect on customer trust, with a path coefficient of 0.72 and a calculated t-value of 16.17. The quality of digital marketing content also has a positive and significant effect on customer trust, with a path coefficient of 0.75 and a calculated t-value of 14.41. Furthermore, paid social media advertising had a positive and significant effect on purchasing decisions with a path coefficient of 0.25 and a calculated t-value of 4.35. Meanwhile, the quality of digital marketing content had a positive and significant effect on purchasing decisions with a path coefficient of 0.14 and a calculated t-value of 2.31. Customer trust was shown to have a positive and significant effect on purchasing decisions with a path coefficient of 0.39 and a calculated t-value of 5.03. The Sobel test results indicate that customer trust mediates the effect of paid social media advertising on purchasing decisions and also mediates the effect of digital marketing content quality on purchasing decisions. Thus, purchasing decisions for the BuatMudah e-course are determined not only by advertising effectiveness and content quality, but also by the ability of these two digital marketing stimuli to build customer trust.
Competitive Strategy Formulation for Lion Parcel Meruyung in Facing Business Competition in The Expedition Service Industry Albert Apriado; Siti Jahroh; Sufrin Hannan
Eduvest - Journal of Universal Studies Vol. 5 No. 3 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i3.50997

Abstract

This study examines the competitive positioning of Lion Parcel Meruyung within Indonesia's rapidly expanding courier, express, and parcel (CEP) industry, which has experienced substantial growth amid the e-commerce boom reaching US$53 billion in 2023. The research addresses the strategic challenges faced by emerging logistics providers competing against established market leaders (JNE, J&T, Pos Indonesia) and alternative delivery services offered by e-commerce platforms. Employing a comprehensive qualitative methodology, the study gathered primary data through stakeholder interviews and supplemented with secondary data from industry reports and literature. The research framework incorporated multiple analytical tools including PESTLE, Porter's Five Forces, Value Chain Analysis, Competitive Profile Matrix, Internal-External Matrix, SWOT Analysis, Grand Strategy Analysis, and Quantitative Strategic Planning Matrix (QSPM). Findings reveal that Lion Parcel Meruyung operates within a favorably opportunistic market landscape while confronting significant competitive threats from alternative delivery services (weighted score 0.322) and established industry players (0.256). Through systematic strategic formulation processes, ten potential strategies were developed and prioritized using QSPM analysis. Four high-priority strategies emerged: express delivery service development (STAS 6.247), strategic hub expansion for instant delivery capabilities (STAS 6.189), integrated e-commerce partnership programs (STAS 6.123), and implementation of tier-based customer loyalty initiatives (STAS 6.104). This research contributes to strategic management literature by demonstrating practical application of comprehensive analytical frameworks in developing competitive strategies for emerging logistics companies in digitally disrupted markets. The findings offer actionable strategic direction for Lion Parcel Meruyung while providing valuable insights for logistics providers facing similar competitive challenges in emerging economies' rapidly evolving e-commerce landscapes.
Formulasi Strategi Pengembangan Usaha Cafe: Formulation of Business Development Strategies in Cafe Fina Windayani; Popong Nurhayati; Sufrin Hannan
Jurnal Aplikasi Bisnis dan Manajemen Vol. 10 No. 2 (2024): JABM, Vol. 10 No. 2, May 2024
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.10.2.602

Abstract

Background: The rise of coffee shops in Bogor City is increasing every year. In the middle of a tightly populated café industry with coffee commodities, business actors are still recovering due to the impact of COVID-19.Purpose: This study aims to analyze the internal using the VRIO analysis method through a resource-based view (RBV) approach and external factors using the Porter's Five-Forces approach a PEST Analysis (politic, economy, social, and technology) of The Coffee Companion in facing competition, formulate suitable strategies, and determine priority strategies that can be implemented by the company. Design/methodology/approach: The analytical tools for this research include; the IFE matrix, EFE matrix, VRIO, PEST, and QSPM.Findings/Result: The results of the IE matrix analysis show alternative strategies that can be execute; intensive strategies (market penetration, market development, and product development) or integrative (backward integration, forward integration, and horizontal integration). There are four alternative strategies; improving the quality of existing products, increasing supplier control, improving marketing strategies, and expanding product distribution channels. The results of the QSPM analysis show that the best alternative strategy is to improve the quality of existing products which is 6.57 greater than the other three alternative strategies.Conclusion: The main strategy suggested to companies is to improve the quality of existing products. Followed by increasing control over suppliers, improving marketing strategies, and expanding distribution channels.Originality/value (State of the art): In implementing strategies that have been formulated by adapting to current conditions and making improvements to financial conditions and managing capabilities in facing changing consumer trends. Keywords: PEST analysis, RBV, strategy formulation, VRIO
Analysis of the Impact of Customer Experience and Engagement on Satisfaction and Loyalty in the Body Shop's Omnichannel Nurul Afiifah Ghifari; Arif Imam Suroso; Sufrin Hannan
Asian Journal of Social and Humanities Vol. 4 No. 4 (2026): Asian Journal of Social and Humanities
Publisher : Pelopor Publikasi Akademika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59888/ajosh.v4i4.665

Abstract

This study examines the impact of customer experience and engagement on customer satisfaction and loyalty within the omnichannel strategy employed by The Body Shop in Indonesia. As the cosmetic and personal care market experiences rapid growth, it is essential for companies to deliver an integrated experience across both online and offline channels. A seamless and consistent customer experience across various touchpoints can significantly enhance customer engagement, which in turn drives satisfaction and fosters loyalty. The research employs a quantitative approach with purposive sampling, analyzing data using Structural Equation Modeling-Partial Least Square (SEM-PLS). The results indicate that customer experience has a positive and significant effect on both engagement and satisfaction, which ultimately contributes to improved customer loyalty. The findings offer valuable insights for companies in shaping more effective omnichannel strategies, aiming to enhance customer satisfaction and loyalty in a sustainable manner. By understanding these dynamics, businesses can refine their approach to integrating online and offline experiences, ensuring they meet the evolving expectations of customers and strengthen long-term relationships. This research provides practical recommendations for companies in the cosmetic and personal care industry to remain competitive in an increasingly digital marketplace.
Determinants of Increased Customer Loyalty at PT Logistik Indonesia Network Thru Customer Satisfaction as an Intervening Variable Widarma; Sufrin Hannan; Agus Setyo Pranowo
International Journal of Economics Accounting and Management Vol. 2 No. 5 (2026): IJEAM - January 2026
Publisher : PT. INOVASI TEKNOLOGI KOMPUTER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60076/ijeam.v2i5.1695

Abstract

This study aims to examine the influence of service quality and price perception on customer loyalty, with customer satisfaction as an intervening variable. This research is expected to increase customer loyalty at PT Logistik Indonsia Network. The sampling method used Purpossive and Simple Random Sampling by distributing questionnaires to 173 B2B respondents of PT Logistik Indonesia Network. The questionnaire data was processed using SMART PLS software version 4.0.9.9. The research results indicate that service quality and price perception have a positive and significant impact on customer satisfaction. Service quality has a positive but insignificant impact on customer loyalty, while price perception has a positive and significant impact on customer loyalty. Customer satisfaction is able to mediate between service quality and price perception toward customer loyalty. This finding confirms that in the B2B logistics industry, customer loyalty enhancement strategies are not sufficient by simply improving service quality, but must also be balanced with competitive pricing and the creation of satisfying customer experiences. PT Logistik Indonesia Network can consider optimizing service effectiveness, improving delivery timeliness, and developing more flexible pricing schemes to enhance customer satisfaction and loyalty.
Influence of Social Media Marketing and Brand Ambassadors on Dabe Beaute Purchase Intention with Brand Awareness as an Intervening Variable in Jabodetabek Novrian; Sufrin Hannan; Agus Setyo Pranowo
International Journal of Economics Accounting and Management Vol. 2 No. 5 (2026): IJEAM - January 2026
Publisher : PT. INOVASI TEKNOLOGI KOMPUTER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60076/ijeam.v2i5.1884

Abstract

This research aims to analyze the influence of Social Media Marketing and Brand Ambassadors on consumer purchase intention in Dabe Beaute products, both directly and indirectly thru Brand Awareness. This research uses a quantitative approach with a survey method. Data was collected from 196 respondents who were potential Dabe Beaute customers in the Jabodetabek area, using purposive sampling techniques. Data analysis was conducted using the Structural Equation Modeling based on Partial Least Squares (SEM-PLS) method. The research results indicate that Social Media Marketing and Brand Ambassadors have a positive and significant influence on Purchase Intention. Additionally, Social Media Marketing and Brand Ambassadors are also proven to have a positive and significant influence on Brand Awareness. However, Brand Awareness does not significantly influence Purchase Intention. The results of the mediation effect test show that Brand Awareness is unable to mediate the influence of Social Media Marketing or Brand Ambassadors on Purchase Intention. This finding confirms that the influence of Social Media Marketing and Brand Ambassadors on Purchase Intention occurs more dominantly directly. Companies need to design digital marketing strategies that emphasize engaging content and the selection of relevant Brand Ambassadors to increase consumer purchasing intention.
Determination of Consumer Decisions in Re-Choosing Prames Catering Services: The Role of Product Quality, Price Perception & Customer Satisfaction Muhammad Rusdi Ridjal; Sufrin Hannan; Agus Setyo Pranowo
International Journal of Economics Accounting and Management Vol. 3 No. 2 (2026): IJEAM - July 2026
Publisher : PT. INOVASI TEKNOLOGI KOMPUTER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60076/ijeam.v3i2.2257

Abstract

The increasingly competitive catering service industry demands that companies retain customers to continue using their services. This study aims to analyze the influence of product quality and price perception on the decision to repurchase Catering Prames services, with customer satisfaction as an intervening variable. The research uses a quantitative approach thru a survey method targeting Catering Prames customers in 2024, selected using purposive sampling technique. Data were collected thru a Likert scale questionnaire and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The research results show that product quality and price perception have a positive and significant impact on customer satisfaction and repurchase intention. Customer satisfaction also has a positive effect on the decision to repurchase and has been proven to mediate the influence of product quality and price perception. These findings indicate that product quality consistency, pricing aligned with perceived customer value, and enhanced satisfaction are important strategies to encourage repeat purchase decisions and strengthen the competitiveness of Catering Prames
Customer Satisfaction in Services Sector: The Strategic Interaction Between Service Quality, Price Perception and Perceived Value in Makeup Rahmah Rahmah Nuryani; Hari Muharam; Sufrin Hannan
International Journal Administration, Business & Organization Vol 7 No 2 (2026): IJABO
Publisher : Asosiasi Ahli Administrasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61242/ijabo.26.570

Abstract

This study was conducted to examine the role of perceived value in mediating the influence of service quality and price perception on customer satisfaction at Makeup Rahmah. The research employed a quantitative method with a survey approach, where data were collected through questionnaires distributed to 188 customers selected using a simple random sampling technique. The data were analyzed using SPSS version 25 and LISREL 8.80 with Structural Equation Modeling (SEM) to test both direct and indirect effects among variables. The results show that service quality has a significant effect on customer satisfaction, price perception has a significant effect on customer satisfaction, perceived value does not have a direct effect on customer satisfaction, and perceived value is not able to mediate the influence of service quality and price perception on customer satisfaction. The practical implications of this research suggest that makeup service providers, particularly Makeup Rahmah, should prioritize improving service quality, setting transparent and competitive prices, and enhancing perceived value creation to maintain customer loyalty and long-term satisfaction. The novelty of this study lies in its specific focus on the makeup service sector in the local Indonesian context (Ciampea, Bogor), which has rarely been examined using SEM with perceived value as a mediating variable. This research provides empirical evidence that distinguishes it from previous studies on service quality and price perception, offering new insights into consumer behavior in the beauty service industry.
The Influence of Organizational Culture and Transformational Leadership on Employee Performance: Work Motivation as an Intervening Variable in Higher Education Staff Siti Hamidah; Hari Muharam; Sufrin Hannan
International Journal Administration, Business & Organization Vol 7 No 2 (2026): IJABO
Publisher : Asosiasi Ahli Administrasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61242/ijabo.26.671

Abstract

This study aims to analyze the influence of organizational culture and transformational leadership on employee performance, with work motivation functioning as an intervening variable among higher education administrative staff. Using a quantitative approach with the Partial Least Squares Structural Equation Modeling technique, the analysis includes descriptive statistics, tests of convergent and discriminant validity, evaluation of composite reliability, and assessment of the structural model. All indicators meet the validity and reliability requirements, with loading values exceeding the threshold and composite reliability demonstrating strong consistency. The results indicate that organizational culture has a significant positive effect on employee performance, and transformational leadership also shows a substantial positive influence. Work motivation is found to meaningfully enhance employee performance, while organizational culture and transformational leadership both contribute significantly to strengthening work motivation. These findings confirm that work motivation partially mediates the relationship between organizational culture, transformational leadership, and employee performance. The study reinforces recent empirical evidence and provides practical implications for higher education institutions to improve employee performance by strengthening organizational culture, encouraging transformational leadership practices, and enhancing the motivation of administrative personnel.
Co-Authors Agref Valendra Putra Agus Setyo Pranowo Albert Apriado Alif, Muhammad Farras Anggi Triantoro Arif Imam Suroso Deyna Dwitama Setiadi Diah Krisnatuti Diani Mustika Prianti Emir Fachry Endah Wal Istanawati Entang, H. M. Fery Siswadi Fina Windayani Gagan Gandara Hannika Fasya Hari Muharam Hari Muharram Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo Hediansyah Horas V Purba, Jan Hutama, Dwinanda Idqan Fahmi Iriandy, Wahyu Jan Horas Vervady Purba Laksono, Gigih Andi Martinus Tukiran Martinus Tukiran Mochamad Deden Sukmana, Mas Mohamad Syamsul Ma’arif Muflihan, Elgin Muhamad Entang Muhammad Rusdi Ridjal Nana Wahyuni Novrian Nurdiniati, Gita Nurul Afiifah Ghifari Piramita, Santi Popong Nurhayati Purba, Jan Horas Vervady Putri Dhika Savitri R. Dikky Indrawan Rachayu, Widhi Rachman, Mohammad Irfan Rafi Dharmawan Rahadean Makhdani Rahmatullah Mubarik Rahmah Nuryani Ratnadianti, Aulia Regina Rumawak, Yerry Gerson ruslan abdul gani ruslan Sanjaya, Irsyad Santi Piramita Savitri, Putri Dhika Shofiyah Rahmah Muthmainnah Siti Hamidah Siti Jahroh Siti Yuningsih Sumantri, Hariyadi Tesar, Mochamad Tresiani, Yunita Dwi Ujang Sumarwan Ultimarchya, Debra Widarma Wijaya, Pantra Wira Pekik Amiruddin Yerry Gerson Rumawak Yogo Prawiro Derijo Yuarry Farradia Yuary Farradia Yudha Heryawan Asnawi Zahid, Rifqi Az