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All Journal Jurnal Ekonomi Modernisasi Jurnal Pariwisata Journal of Economic, Bussines and Accounting (COSTING) At-Tadbir : jurnal ilmiah manajemen Valid Jurnal Ilmiah Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Journal of Management and Bussines (JOMB) Business Preneur : Jurnal Ilmu Administrasi Bisnis Journal of International Conference Proceedings Journal of Business Studies and Management Review
Rita Komaladewi
Fakultas Ekonomi, Universitas Padjadjaran, Bandung
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences

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The Effect of Self-Service Technology on Customers’ Trust and Loyalty (Case Study at Terminal 3 Self-Service Technology Soekarno-Hatta International Airport) Ramos Purba; Yevis Marty Oesman; Rita Komaladewi
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 5, No 1 (2022): Budapest International Research and Critics Institute February
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i1.4380

Abstract

This study aims to analyze the effect of self-service technology (SST) on customer’s trust and loyalty at PT. Angkasa Pura II (Persero) by taking the object of study at Terminal 3 of Soekarno-Hatta International Airport. This study uses service performance report data and self-service complaint reports for the period 2019 and 2020 to February 2020. The research method in this study is a quantitative method with SEM analysis tools - Partial Least Square (PLS). The results show that self-service technology (SST) has a significant effect on customer’s trust. Self-service technology (SST) does not necessarily have a direct and significant effect on customer’s loyalty, but through new customer’s trust, it is able to increase customer’s loyalty. The results show that customer’s trust has a significant effect on customer’s loyalty. The increase in customer’s loyalty is occurred in line with the increasing trust of PT. Angkasa Pura II (Persero) customers in the quality of the performance of self-service operating services at the airport.
Travel Intention in Following of New Normal Era: The Role of Perceived Risk, Travel Motivation and Travel Constraints Puji Ratna Sari; Arief Helmi; Rita Komaladewi
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 6, No 1 (2023): Budapest International Research and Critics Institute February
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v6i1.7472

Abstract

There are behavioral changes in tourism in the new normal era, so questions arise related to tourist behavior. The purpose of this study is to examine risk perception in influencing tourist intention to visit, what motivates tourists to have the intention to visit and whether travel constraints become obstacles in influencing tourist intention to visit. The gap in previous research and the lack of research on how the relationship between variables in the new normal era. This research is a quantitative research method. descriptive and verification on 235 respondents on Bali tourism in the new normal era using structural equation model analysis or SEM (Structural Equation Modeling) processed using smartPLS. The results showed that (1) perceived risk has a negative effect on travel intention (2) travel motivation push factors have a positive effect on travel intention (3) travel motivation pull factors have a positive effect on travel intention (4) travel constraints have a positive effect on travel intention. Perceived risk tends to be low, travel constraints are quite high, so travel motivation, especially pull factors, is very influential in increasing tourist travel intention.
Value, Satisfaction, Customer Trust and Experience-Based Marketing of Blibli Customers in Bandung Fariz Pramadani; Sucherly Sucherly; Rita Komaladewi
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 6, No 1 (2023): Budapest International Research and Critics Institute February
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v6i1.7492

Abstract

This study aims to examine how customer value and experiential marketing can influence customer trust directly and through customer satisfaction. This study focuses on Blibli customers in Bandung City, the sample size in this study is 210 respondents. The data analysis techniques was carried out using the Structured Equation Model (SEM-PLS) using the SmartPLS 3.0 program with measurements of outer model: convergent validity, discriminant validity, composite reliability, and measurements of the inner model; Coefficient Determinant of (R2), Significance (t-value). The results of the study show that customer value has a direct effect on customer satisfaction, experiential marketing has a direct effect on customer satisfaction, customer value has a direct effect on customer trust, experiential marketing has a direct effect on customer trust, customer satisfaction has a direct effect on customer trust, customer value has an effect on customer trust through customer satisfaction and experiential marketing have an effect on customer trust through customer satisfaction, the conclusion is that customer value and experiential marketing have an effect on customer satisfaction so that Blibli's customer trust in the city of Bandung can increase.  
Co-Authors Agustin, Melinda Yuni Akbar Riskal Amani Aldina Shiratina Anggie Irwansyah Arief Helmi Asep Mulyana Bayu Perisha Carla Elisabeth Stephanie Deru R Indika Dwi Kartini Emi Widya Yusuf Eugenia Clarissa Prabowo Fachri Eka Saputra Fariz Pramadani Ghea Putri Aliffia Hilmy Mu’nis Jajang Burhanudin Jodhi Kartha Yudha Ledy Yolanda M Aqshel Revinzky Puji Ratna Sari R. Arief Helmi R. Thomas Budhyawan Yudha R. Thomas Budhyawan Yudha Raihan Fajri Ramadhan Ramos Purba Sucherly Sucherly Sucherly Sucherly Thomas Budhyawan Yevis Marty Oesman Yudi Aziz Yuyus Suryana