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All Journal Jurnal Siasat Bisnis Jurnal Konseling dan Pendidikan Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal MIX : Jurnal Ilmiah Manajemen Jurnal The Messenger Jurnal Manajemen & Keuangan Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis JRB-Jurnal Riset Bisnis Jurnal Manajemen dan Bisnis Baja (JUMANIS BAJA) Al-Kharaj: Journal of Islamic Economic and Business Jurnal Manajemen Jurnal Akuntansi JURNAL ILMIAH KOHESI EMBISS: Jurnal Ekonomi, Manajemen, Bisnis, Sosial International Journal of Economics, Management, Business, and Social Science Indonesian Journal of Innovation and Applied Sciences (IJIAS) Interdisciplinary Social Studies Journal of Accounting and Finance Management (JAFM) International Journal of Economics and Management Research JRAP (Jurnal Riset Akuntansi dan Perpajakan) PERMANA : Jurnal Perpajakan, Manajemen, dan Akuntansi Capacitarea : Jurnal Pengabdian Kepada Masyarakat Financial Management Studies
Widarto Rachbini
Faculty Of Management And Business, Universitas Pancasila, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Veterinary Other

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The Influence Of Competitive Strategy, Service Expectation, And Service Quality On Competitive Advantage Mediated By Customer Satisfaction at Pt Asuransi Tugu Pratama Indonesia Tbk Febrizal Febrizal; Agustinus Miranda W; Widarto Rachbini
Interdisciplinary Social Studies Vol. 4 No. 4 (2025): Interdisciplinary Social Studies
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v4i4.920

Abstract

This study aims to determine the Influence of Competitive Strategy, Service Expectation and Service Quality on Competitive Advantage Mediated by Customer Satisfaction. The sample used was all customers of PT Asuransi Tugu Pratama Indonesia Tbk amounting to 240 respondents. The research method used in this study is a mixed method or quantitative method and qualitative method. The technique used is proportional sampling with the help of the SEM (Structural Equation Modeling) program application operated through SmartPLS 3.0 Software. The results of this study indicate that: 1) Competitive Strategy has a positive and significant effect on Competitive Advantage. Innovation that is difficult for competitors to imitate is a key element in strengthening the company's position in the insurance market. 2) Service Expectation has a positive and significant effect on Competitive Advantage. Meeting customer service expectations has been shown to increase the company's competitiveness. 3) Service Quality has a positive and significant effect on Competitive Advantage. Customer trust in employee competence plays an important role in creating competitive advantage. 4) Customer Satisfaction has a positive and significant effect on Competitive Advantage and mediates the relationship between Competitive Strategy, Service Expectation, and Service Quality on Competitive Advantage. 5) Competitive Strategy has a positive and significant effect on Customer Satisfaction. Innovation and personalization-based strategies have been shown to increase customer satisfaction. 6) Service Expectation and Service Quality have a positive and significant effect on Customer Satisfaction. Consistent and customer-expected service is a major factor in building customer satisfaction. 7) Customer Satisfaction mediates the relationship between Competitive Strategy, Service Expectation, and Service Quality on Competitive Advantage, emphasizing the importance of focusing on customer experience. 8) Based on the SWOT and EFAS/IFAS analysis, the company's strategy that emphasizes innovation, technology-based services, and product uniqueness has succeeded in taking advantage of market opportunities while overcoming weaknesses, ensuring sustainable competitiveness.
Customer Loyalty Formation In E-Commerce: The Role Of Trust, Peer-To-Peer Communication, Purchase Decision, And Customer Satisfaction Harimurti Wulandjani; Supriadi Thalib; Widarto Rachbini; Aryo Seno; Ahmad Fikri
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 3 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i3.10863

Abstract

This study aims to analyze the influence of trust and peer-to-peer communication on customer loyalty through purchase decision and customer satisfaction among Shopee users in DKI Jakarta. This study employed a quantitative approach using an explanatory research method. The sampling technique used purposive sampling with a total of 155 Shopee users in DKI Jakarta as respondents. Data analysis was conducted using Structural Equation Modeling–Partial Least Square (SEM-PLS) with the assistance of SmartPLS software. The results showed that trust had a positive and significant effect on purchase decision and customer satisfaction. Peer-to-peer communication was also proven to have a positive and significant effect on purchase decision and customer satisfaction. Furthermore, purchase decision had a positive and significant effect on customer satisfaction. Customer satisfaction was proven to have a positive and significant effect on customer loyalty among Shopee users in DKI Jakarta. The findings indicate that increasing consumer trust and positive communication among users can improve purchase decisions, customer satisfaction, and customer loyalty on e-commerce platforms. This study provides a theoretical contribution to the development of digital marketing management studies, particularly related to consumer behavior in the e-commerce industry. In addition, this study also provides practical implications for e-commerce companies in improving customer loyalty through strengthening trust and optimizing peer-to-peer communication Keywords: Trust, Peer to Peer Communication, Purchase Decision, Customer Satisfaction, Customer Loyalty, E-Commerce.
Empirical Effects of Price, User Experience, and Peer Influence on Goal-Oriented Browsing in Indonesian Online Food Shopping Widarto Rachbini
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.10.2.363

Abstract

Background: Within the continuously evolving landscape of the online food shopping industry, there is a recognized urgency for enhanced user experiences, novel pricing strategies, and sophisticated marketing approaches. These elements are integral to captivating and retaining customers within the fiercely competitive digital marketplace.Purpose: This study investigates the behaviors of Indonesian consumers within the realm of online food purchases, driven by the imperative to unravel pivotal factors influencing their decision-making processes. Design/methodology/approach: Employing a quantitative approach and structural equation modeling (SEM), this research rigorously examines the influence of price-awareness, user experience, and peer influence on both goal-oriented browsing and persuasion efficacy among Indonesian consumers. Findings/Result: The study found that price-awareness and user experience significantly influence goal-oriented browsing. Peer influence significantly affects both goal-oriented browsing and persuasion efficacy. Goal-oriented browsing positively impacts persuasion efficacy.Conclusion: The study concludes that enhancing user experience, leveraging peer influence, and adopting competitive pricing are essential for engaging and persuading consumers. Strategic improvements in these areas not only enhance persuasion efficacy but also solidify competitive positions within the market landscape.Originality/value (State of the art): This study uniquely examines the combined effects of price-awareness, user experience, and peer influence on goal-oriented browsing and persuasion efficacy in Indonesian online food shopping. It offers valuable insights and actionable strategies for marketers, contributing to advanced knowledge in digital marketing and consumer behavior. Keywords: price-awareness, user experience, peer influence, goal-oriented browsing, persuasion efficacy.
PENGARUH KOMPENSASI NON FINANSIAL TERHADAP RETENSI KARYAWAN GENERASI Z DENGAN MOTIVASI KERJA SEBAGAI VARIABEL MODERASI DAN DAMPAKNYA PADA KINERJA DI JAKARTA SELATAN Tiara Nurul Kusuma; Agustinus Miranda Wijaya Wijaya; Lies Putriana; Lola Fitria Sari; Widarto Rachbini
Jurnal Riset Bisnis Vol. 9 No. 2 (2026): April
Publisher : Fakultas Ekonomi dan Bisnis Universitas Pancasila Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65179/jrb.2026.9892

Abstract

Masuknya Generasi Z ke dunia kerja membawa perubahan signifikan dalam cara karyawan memaknai pekerjaan dan hubungannya dengan organisasi. Generasi ini tidak hanya menempatkan aspek finansial sebagai pertimbangan utama, tetapi juga memberikan perhatian besar pada kompensasi non-finansial seperti pengakuan, fleksibilitas kerja, kesempatan pengembangan diri, serta lingkungan kerja yang mendukung. Kondisi tersebut menjadi tantangan tersendiri bagi perusahaan di wilayah Jakarta Selatan yang memiliki tingkat persaingan dan mobilitas tenaga kerja yang tinggi. Penelitian ini bertujuan untuk menganalisis pengaruh kompensasi non-finansial terhadap retensi karyawan Generasi Z dengan motivasi kerja sebagai variabel moderasi, serta dampaknya terhadap kinerja karyawan menggunakan pendekatan kuantitatif dengan metode survei. Data dikumpulkan melalui penyebaran kuesioner kepada 170 responden karyawan Generasi Z yang bekerja di Jakarta Selatan. Analisis data dilakukan menggunakan teknik analisis statistik untuk menguji hubungan antarvariabel, baik secara langsung maupun melalui peran moderasi motivasi kerja. Hasil penelitian menunjukkan bahwa kompensasi non-finansial berpengaruh positif dan signifikan terhadap retensi karyawan Generasi Z. Retensi karyawan juga terbukti berpengaruh positif terhadap kinerja karyawan. Selain itu, kompensasi non-finansial memiliki pengaruh terhadap kinerja baik secara langsung maupun melalui peningkatan retensi karyawan. Motivasi kerja terbukti berperan sebagai variabel moderasi yang memperkuat hubungan antara kompensasi non-finansial dan retensi karyawan, di mana pengaruh tersebut menjadi lebih kuat pada karyawan dengan tingkat motivasi kerja yang tinggi. Kata kunci: kompensasi non-finansial, motivasi kerja, retensi karyawan, kinerja karyawan, Generasi Z.  
Marketing Communications Across Generations: Insight from Indonesia’s Online Marketplaces Widarto Rachbini; Diana Anggraeni; Ahmad Badari Burhan; Rina Sovianti; Emi Rahmawati
Jurnal The Messenger Vol. 17 No. 1 (2025): January-April
Publisher : Universitas Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26623/themessenger.v17i1.11832

Abstract

This study explores the complex dynamics of online consumer behavior in Indonesia's online marketplaces, particularly focusing on how hedonic and utilitarian browsing, alongside electronic word-of-mouth (eWOM), impact e-satisfaction and e-loyalty. Grounded in theoretical frameworks like the Technology Acceptance Model (TAM), Expectancy-Disconfirmation Model (EDM), and Social Influence Theory (SIT), the research investigates the varying behaviors across different age groups—Millennials, Generation X, and Baby Boomers. Using a quantitative approach, data was collected via online surveys targeting active marketplace users. The findings reveal distinct generational responses: Millennials and Generation X exhibit stronger associations between browsing behaviors and positive electronic outcomes, such as e-satisfaction, eWOM, and e-loyalty, compared to Baby Boomers. The study underscores the role of marketing communications in fostering positive consumer experiences, highlighting that tailored, segment-specific strategies are essential for improving brand loyalty. Millennials are more influenced by personalized and engaging content, while Generation X values practicality and reliability, and Baby Boomers prioritize trust and customer service. This research provides empirical insights into how businesses can leverage marketing communications to enhance consumer satisfaction and loyalty. The study also offers practical recommendations for businesses to optimize their strategies in Indonesia’s competitive online marketplace by addressing the unique preferences of different generational cohorts. Future research should investigate additional factors influencing consumer behavior and evaluate the long-term effectiveness of segment-specific marketing approaches.
Co-Authors Achsanul Qosasi Agustina, Noni Agustinus Miranda W Agustinus Miranda Wijaya Wijaya Ahmad Fikri Amilin Amilin Anggraeni, Diana Anna Agustina Aryo Seno Burhan, Ahmad Badari Darmansyah Derriawan Derriawan Djaddang, Syahril Edie Toet Hendratno Eka Febriyanti Emi Rahmawati Emi Rahmawati Erwin Permana Erwin Permana Fachrudin Salim Fahruddin Salim Febrizal Febrizal FEVIN ANDRYANTO Frans Harimurti Wulandjani Harimurti Wulandjani Hastuti Sari Sari Budiningsih Iha Haryani Hatta Jim Hoy Yam JMV Mulyadi Lies Putriana Lola Fitria Sari M. ARDIANSYAH SYAM Marissa Grace Haque Mia Maharani Mohamad Syamsul Ma’arif Momon Momon, Momon Murdani Peni Setiyo Wati Purwoko, Bambang Rina Sovianti Sabil Sabil Sigit Pamungkas Silverius Y. Soeharso Sri Widyastuti Supriadi Thalib Suratno Suratno Susanto, Ratnawati Suyanto Suyanto Tiara Nurul Kusuma Tiolina Evi Tiolina Evi Tri Widyastuti Yuli Azmi Rozali Yulia Swantika Tanjung Zulkifli Zulkifli