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All Journal Journal of Business and Management Journal of Regional and City Planning DIJB (Diponegoro International Journal of Business) Journal of International Conference Proceedings Innovative: Journal Of Social Science Research Mandalika Journal of Business and Management Studies Journal Integration of Management Studies
Annisa Rahmani Qastharin
Institut Teknologi Bandung
Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Transportation Other

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Assessment of service quality towards customer loyalty: case study of tentrem Kurniawan, William; Rahmani Qastharin, Annisa
Journal of Business and Management Vol 8, No 2 (2019)
Publisher : Journal of Business and Management

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Abstract

A local coffee shop in Bandung known as Tentrem Kopi & Kesegaran was established in 2016 located in Cisitu. Cisitu is a small neighborhood inhibited by local people and students from ITB (Institut Teknologi Bandung).Tentrem offers free Wi-Fi and wide variety of drinks, yet it does not provide customers with sofa and air conditioning. Based on the modern coffee shop characteristics, Tentrem has not met the criteria of modern coffee shop. This indicates a gap between customers’ expectation of a coffee shop and what Tentrem actually provides for its customers. Delivering quality service can be seen as an essential strategy in order to survive and success (Dawkins and Reichheld, 1990; Parasuraman, ZeithamI, and Berry, 1985; Reichheld and Sasser, 1990; ZeithamI, Parasuraman, and Berry, 1990). Service quality is pivotal in maintaining customer satisfaction and customer loyalty which can increase profitability of Tentrem. Therefore researcher conducted a multiple linear regression to see the relationship between service quality, customer satisfaction and customer loyalty. The findings are service quality has significant impact on both satisfaction and loyalty, however satisfaction does not act as mediator between service quality and loyalty. Customer satisfaction is also significant for customer loyalty. Keywords: customer, loyalty, satisfaction, services, Tentrem
Analyzing Factors Determining Clothing Interest and Purchase Intention Towards Everyday Pajamas Fashion Products Muharam, Ilham; Qastharin, Annisa Rahmani
Journal of Business and Management Vol 10, No 3 (2021)
Publisher : Journal of Business and Management

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Abstract

The trend of Everyday pajamas has recently become popular in the fashion world. Along with the growth of the trend, there are a large number of brands and also numerous everyday pajamas products within the market. This situation shows that there is high competition within the market of everyday pajamas, which could make business experience a reduction in its profits. Facing this situation, brands need to understand consumer’s clothing interest and purchase intention concept to develop marketing strategies to further help brands being competitive referring to the current competition within the industry. This research aims to identify factors influencing clothing interest and purchase intention in everyday pajamas products. To analyze the data result from 215 respondents, the writer uses Partial Least Square Structural Equation Modelling (PLS-SEM) with SmartPLS tool. The result finds that Attitude and Perceived behavioral control positively and significantly influence purchase intention towards everyday pajamas fashion products. Attitude within this research has become the most influencing factor towards everyday pajamas. On the other hand, need for uniqueness, WOM, brand image, and perceived quality become the factors that influence clothing interest. The findings of this research are expected to give insightful information for brands and for future study.Keywords: Everyday Pajamas, Competition, Clothing Interest, Purchase Intention, PLS-SEM
Analyzing Factors Influencing In-Game Purchase Intention of Virtual Items: Case Study of PlayerUnknown’s Battleground Mobile (PUBG-M) Briliana, Regita; Qastharin, Annisa Rahmani
Journal of Business and Management Vol 10, No 3 (2021)
Publisher : Journal of Business and Management

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Abstract

PlayerUnknown’s Battleground Mobile (PUBG-M) is the highest-earning battle royale game in the world. Their revenue mostly come from China and United States. Indonesia are a potential market for PUBG-M. This study aims to know factors influencing Indonesian users’ PUBG-M in-game purchase intention and examine loyalty towards the game relationships to factors that could influence in-game purchase intention. A quantitative survey were conducted among 338 respondents who have purchased PUBG-M virtual items and using Partial-Least Square (PLS) - Structural Equation Modeling (SEM) to analyze relationships between variables and purchase intention. The result indicates that game satisfaction, loyalty towards the game, social relationships and self-image, good price, character competencies and playfulness significantly influences in- game purchase intention. This study also finds that loyalty towards the game mediates factors influence in-game purchase intention. Game developers should enhance users’ satisfaction and loyalty, as well as playfulness and character competencies, while also increasing user’s social value and lowering the in-game purchase price. This findings could assist PUBG-M game developers a better approach in determining which marketing strategy to implement in order to increase game profitability and seize opportunities in Indonesia by considering Indonesian users’ purchase intention.Keywords: Purchase Intention; In-Game Purchase; Virtual Items; Indonesia; PUBG-M; Loyalty towards the Game.
The Influence of TikTok Information Quality Towards Destination Image Formation in Greater Bandung Abadi, Muhammad Alif Fairuz; Qastharin, Annisa Rahmani
Journal of Business and Management Vol 10, No 3 (2021)
Publisher : Journal of Business and Management

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Abstract

Covid-19 pandemic affects tourism sectors, especially for Greater Bandung, which is a national strategic destination. Improving destination image is an essential strategy for tourism recovery strategy given the perceived belief and overall understanding of a tourist destination in the destination's image. This research will determine the role of TikTok content quality towards destination image formation in Greater Bandung. Primary research data was carried out using an online survey method related to variable information quality and destination image formation. This research was carried out from May to July 2021 with 219 respondents. Data analysis was performed using the SmartPLS 3.0 application by the PLS-SEM data analysis approach. The result was that interestingness was positively correlated with both cognitive image and affective image. In contrast, relevancy was positively correlated with the cognitive image. This study will contribute to improving the Greater Bandung destination image hence increasing tourist intents to visit Greater Bandung and thus contributing as a post-Covid-19 pandemic tourism recovery plan.Keywords: Covid-19, Destination Image, Greater Bandung, Information Quality, TikTok, Tourism
The Commuting Mode Choice of Students of Institut Teknologi Bandung, Indonesia Prawira Fajarindra Belgiawan; Raden Aswin Rahadi; Annisa Rahmani Qastharin; Lidia Mayangsari; Reza Ashari Nasution; Sudarso Kaderi Wiryono
Journal of Regional and City Planning Vol. 32 No. 2 (2021)
Publisher : The Institute for Research and Community Services, Institut Teknologi Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5614/jpwk.2021.32.2.4

Abstract

This research explored the commuting mode preferences of students living near Institut Teknologi Bandung when a new mode of transportation (i.e., carpool) is introduced to the selection list. Six alternative modes were presented: minibus, car, motorcycle, car-based ride-sourcing, motorcycle-based ride-sourcing, and carpool. The data collection process was conducted using a questionnaire-based stated-preferences survey. It included eight sets of labeled scenarios with a number of attributes: travel time, travel cost, waiting time, transfer amount, access and egress time, frequency, congestion time, baggage cost, and parking cost. A total of 1416 observations were acquired for further analysis. A mixed logit (MXL) model with random cost parameter and random error components was used. From the MXL results, we found that travel cost had no significant influence on the selection of commuting mode among students. This result was unforeseen given the characteristics of Indonesian consumers, who are notoriously sensitive to price. However, based on the results for several significant attributes of carpool as well as from the value of travel time savings and demand calculation, we suggest that carpooling is a valid alternative transport mode for campus commuting. As a pioneer study on student commuting mode selection, this study provided valid and dependable evidence on how students around ITB main campus choose their transportation methods.   Abstrak. Penelitian ini mengeksplorasi preferensi moda perjalanan pulang pergi mahasiswa yang tinggal di dekat Institut Teknologi Bandung ketika moda transportasi baru (yaitu angkutan bersama) menjadi salah satu pilihan moda. Terdata enam moda alternatif yang disajikan: angkot, mobil, sepeda motor, taksi daring, ojek daring, dan angkutan bersama. Proses pengumpulan data dilakukan dengan menggunakan metoda survei stated-preference berbasis kuesioner. Survei tersebut meliputi delapan skenario berlabel dengan sejumlah atribut: waktu perjalanan, biaya perjalanan, waktu tunggu, banyaknya perpindahan moda, waktu perjalanan menuju tempat angkutan umum dan waktu perjalanan menuju tempat tujuan, frekuensi kedatangan, waktu kemacetan, biaya bagasi, dan biaya parkir. Sebanyak 1416 pengamatan diperoleh untuk analisis lebih lanjut. Model mixed logit (MXL) dengan parameter biaya acak dan komponen error acak digunakan. Dari hasil MXL, kami menemukan bahwa biaya perjalanan tidak berpengaruh signifikan terhadap pemilihan moda perjalanan pulang pergi di kalangan mahasiswa. Hasil ini tidak terduga mengingat karakteristik konsumen Indonesia yang terkenal sensitif terhadap harga. Namun, berdasarkan hasil untuk beberapa atribut signifikan dari angkutan bersama serta dari nilai penghematan waktu perjalanan dan perhitungan permintaan, kami menyarankan bahwa angkutan bersama adalah moda transportasi alternatif yang valid untuk komuter kampus. Sebagai studi perintis dalam pemilihan moda perjalanan pulang pergi mahasiswa, studi ini memberikan bukti yang valid dan dapat diandalkan tentang bagaimana mahasiswa di sekitar kampus utama ITB memilih metode transportasi mereka.   Keywords. angkutan bersama, mahasiswa  ITB, mixed logit, elastisitas, nilai waktu.
Determining Factors that Influence Indonesian Consumers’ Sustainable Purchase Behavior Glenito Yusuf Bagaskoro; Annisa Rahmani Qastharin
Journal of International Conference Proceedings (JICP) Vol 4, No 2 (2021): Vol 4, No 2 (2021): Proceedings of the 10th International Conference of Project
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jicp.v4i2.1250

Abstract

Previous research has found a poor correlation between consumers' positive attitudes on sustainable purchasing and their actual purchasing behavior; this term can be referred to as an attitude-behavior gap. This study aims to identify factors that influence consumers' sustainable purchase behaviors and generate recommendations for a marketing approach. A survey has been done on 150 respondents, consisting of Millennials and Generation Z in Jabodetabek, Yogyakarta, and Bandung, with the utilization of Social Cognitive Theory (SCT). The study uses SEM-PLS Confirmatory Factor Analysis (CFA) to examine the results. The hypothesis test shows that Supportive Behavior for Environmental Organizations and Perceived knowledge about sustainability issues are the two most significant factors influencing consumers' sustainable behavior; besides that, Perceived Marketplace Influence is the only variable proven not positively to influence consumer sustainable behavior. These findings can be utilized to generate marketing approach recommendations for SMEs in Indonesia that apply sustainability value by paying more attention and make it more relatable to the variables that have proven to influence consumers' sustainable purchase behavior significantly.
The influence of Victoria’s Secret new brand image in generating brand trust, brand prestige, brand love, and brand loyalty Zakiyah Artanti Ratnadewi; Fitri Aprilianty; Annisa Rahmani Qastharin; Nurfaisa Hidayanti
Diponegoro International Journal of Business Vol 5, No 2 (2022)
Publisher : Department of Management | Faculty of Economics and Business | Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/dijb.5.2.2022.119-134

Abstract

This research aims to identify the influence of Victoria’s Secret’s rebranding of brand loyalty by assessing its brand trust, brand prestige, and brand love. This research was conducted using a quantitative approach through an online survey and descriptive statistics with PLS- SEM to analyze the data. The results show that Victoria's Secret’s rebranding brand image has a positive influence on brand trust, brand prestige, and brand love; brand trust in Victoria’s Secret’s rebranding brand image does not have a positive effect on brand loyalty, and brand prestige and brand love of Victoria’s Secret’s rebranding brand image has a positive effect on brand loyalty.
Analysis Of Service Quality Attributes Towards Customer Purchase Intention Of Creative Workshops Luthfia Ahdiani; Annisa Rahmani Qastharin
Innovative: Journal Of Social Science Research Vol. 3 No. 3 (2023): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v3i3.3415

Abstract

EksplorAksi is confronted with the crucial task of enhancing service quality, indicated by lower ratings, negative reviews, and reduced repeat participation. Therefore, this research aims to identify the relationship between service quality dimensions (tangibility, empathy, assurance, responsiveness, and reliability) with customer purchase intention in the context of creative workshops. The primary focus of this research is EksplorAksi, a creative workshop organizer based in Bandung. The data collected from EksplorAksi’s workshops participants (N = 214) were analyzed using the multiple linear regression method. The results indicate a significant relationship between all service quality dimensions and customer purchase intention. The research findings offer recommendations for EksplorAksi to improve customer purchase intention by focusing on tangible and intangible elements. The specific sample size of EksplorAksi’s participants may restrict the generalizability of the findings to other industries. Future research should consider examining the impact of new technologies to improve service quality in creative workshops.
Designing Website as Digital Marketing to Promote Construction Company (A Case Study of PT NLA) Syachfitria, Nabila; Qastharin, Annisa Rahmani
Mandalika Journal of Business and Management Studies Vol 2 No 2 (2024): Mandalika Journal of Business and Management Studies
Publisher : Mandalika Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59613/mjbms.v3i1.134

Abstract

In this era of globalization, the construction industry continues to grow and significantly contributes to economic growth in Indonesia. However, the industry faces intense business competition and market dynamics that continue to change every year. These conditions pose challenges for companies to continuously develop and adjust their business strategies. One viable business strategy is the use of digital marketing as a promotional tool to reach a wider target audience, enhance the company's positive image, and increase brand awareness. Digital marketing can be implemented by companies through the use of websites to build the company's online presence. A website aims to improve the company's visibility and serve as accessible information for all people. In this context, PT NLA is a construction company in West Java that needs to implement a website as a digital promotional tool. Currently, the company does not have a website to introduce and market its services. As a result, PT NLA has limited information available on various online platforms due to the absence of direct information from an official company website. Therefore, having a company website is crucial for long-term marketing investment. This research aims to analyze and design two prototype website concepts to provide recommendations for the company. The research employs the design thinking method to assist in the analysis and design of the website prototypes for PT NLA. It also uses a mixed-methods approach to enrich the data. Qualitative data will be collected through semi-structured interviews with internal and external company stakeholders, while quantitative data will be used during the testing phase in the form of the System Usability Scale (SUS). The testing phase aims to obtain evaluation scores and feedback from both internal and external company stakeholders regarding the two prototypes designed by the researchers. These prototypes will be tested and evaluated based on the highest scores and validation from the company's internal stakeholders. The research results indicate that the second prototype website concept received the highest scores compared to the first prototype. This concludes that the second prototype is the best website concept that can be implemented by the company.
The Impact of Service Quality and Electronic Service Quality on Customer Satisfaction and Customer Loyalty: A Study on The Customers of Bank Central Asia Febriend, Saskia Deffa; Qastharin, Annisa Rahmani
Mandalika Journal of Business and Management Studies Vol 2 No 2 (2024): Mandalika Journal of Business and Management Studies
Publisher : Mandalika Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59613/mjbms.v3i1.135

Abstract

The Indonesian banking sector is facing increasing competition due to the rise of digital banks. This has led to evolving customer preferences, with a growing demand for seamless digital banking experiences. While BCA has a strong market position, it faces complaints regarding its mobile banking app, M-BCA, particularly concerning user interface and experience, which indicates potential issues with service quality and electronic service quality. The need to understand the factors influencing customer satisfaction and loyalty in this changing landscape are growing from conventional banks, like BCA. This study investigates the impact of SERVQUAL and e-SERVQUAL on customer satisfaction, electronic customer satisfaction and loyalty among BCA customers in Indonesia, which aims to address the challenges faced by conventional banks in the face of increasing competition from digital banks. A quantitative research approach was employed, involving a survey of 210 Gen Z and Gen Y BCA customers in Jabodetabek and Bandung. Data analysis was conducted using descriptive statistics and Partial Least Squares Structural Equation Modelling (PLS-SEM). The results confirm that both SERVQUAL and e-SERVQUAL significantly and positively influence customer satisfaction, which in turn strongly influence customer loyalty. However, e-SERVQUAL does not have a direct impact on customer loyalty, suggesting a more complex relationship. While digital services are increasingly important, traditional service quality remains a key driver of customer loyalty. The findings underscore the importance for conventional banks like BCA to maintain high service quality standards first and later continuously improve digital offerings to remain competitive in the digital age.
Co-Authors Abadi, Muhammad Alif Fairuz Belgiawan, Prawira Fajarindra Briliana, Regita Febriend, Saskia Deffa Fitri Aprilianty Glenito Yusuf Bagaskoro Halim, Angeline Jane Evelyn Alodia Kurniawan, William Lidia Mayangsari Luthfia Ahdiani Matahati, Haiqa Muharam, Ilham Nurfaisa Hidayanti Pratama Gracia Adi, Agustinus Krishna Raden Aswin Rahadi Reza Ashari Nasution Sudarso Kaderi Wiryono Syachfitria, Nabila Zakiyah Artanti Ratnadewi