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All Journal Binus Business Review Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Economica: Media Komunikasi ISEI Riau
efrita soviyanti
Universitas Lancang Kuning
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PERILAKU KOMPLAIN KONSUMEN DI KOTA PEKANBARU PADA PELAYANAN TOKO ONLINE Zulia Khairani; Faizah Kamilah; Efrita Soviyanti
Jurnal Economica Vol. 9 No. 2 (2021): Jurnal Economica, Oktober 2021
Publisher : Ikatan Sarjana Ekonomi Indonesia Cabang Pekanbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (190.889 KB) | DOI: 10.46750/economica.v9i2.51

Abstract

Penelitian ini bertujuan untuk mengidentifikasi perilaku komplain pada konsumen toko online bagi konsumen yang berdomisili di kota Pekanbaru. Populasi dalam penelitian ini adalah konsumen yang memiliki pengalaman menerima produk/jasa kegagalan produk dan kegagalan layanan. Metode pengambilan data menggunakan kuesioner. Pengolahan data menggunakan analisis kuantitatif melalui analisis deskriptif, hasil penelitian didapatkan bahwa responden yang mengalami kegagalan pelayanan dari toko online cenderung dominan melakukan pengaduan secara pribadi yaitu memberi tahu teman dan kerabat tentang buruknya pelayanan yang diperoleh. Hampir separuh responden bersedia menceritakan kepada perusahaan/toko online tentang kegagalan layanan yang dialami dan berharap ada kompensasi berupa uang atau barang pengganti. Konsumen cenderung cukup enggan melakukan pihak ketiga, yaitu menceritakan pengalaman berbelanja yang buruk kepada masyarakat. Selain itu, responden juga kurang berminat untuk menempuh jalur hukum karena biaya yang dikeluarkan tidak sebanding dengan manfaat yang diperoleh
DAMPAK TATA LETAK FASILITAS JASA TERHADAP EMOSI POSITIF KONSUMEN DAN MINAT BELI (STUDI KASUS PADA PASAR WISATA KOTA PEKANBARU) Zulia Khairani; Efrita Soviyanti; Faizah Kamilah
Jurnal Economica Vol. 10 No. 1 (2022): Jurnal Economica, April 2022
Publisher : Ikatan Sarjana Ekonomi Indonesia Cabang Pekanbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (354.897 KB) | DOI: 10.46750/economica.v10i1.68

Abstract

Penelitian ini dilakukan untuk mengetahui dan menganalisis persepsi konsumen terhadap kondisi tata letak fasilitas pelayanan, emosi positif konsumen, dan minat beli pada pasar pariwisata di Kota Pekanbaru. Tata letak fasilitas pelayanan terdiri dari 6 dimensi yaitu tata ruang, tata ruang, peralatan/furniture, pencahayaan, warna, dan pesan yang disampaikan secara grafis. Dalam penelitian ini juga bertujuan untuk menganalisis pengaruh tata letak fasilitas pelayanan terhadap emosi positif konsumen dan minat beli. Selain itu juga menganalisis pengaruh tata letak fasilitas pelayanan terhadap niat beli dengan emosi positif konsumen sebagai variabel mediator. Sampel dalam penelitian ini adalah 100 konsumen yang pernah berbelanja di Pasar Wisata dalam 3 bulan terakhir, dengan menggunakan metode incidental sampling kemudian dianalisis data yang diperoleh menggunakan analisis data kuantitatif dan kualitatif. Analisis kuantitatif meliputi: uji validitas dan reliabilitas, uji asumsi klasik, analisis regresi berganda, pengujian hipotesis melalui uji t, dan analisis koefisien determinasi (R2). Analisis kualitatif adalah interpretasi terhadap data yang diperoleh dalam penelitian dan hasil pengolahan data yang telah dilakukan dengan memberikan keterangan dan penjelasan. Hasil penelitian menemukan bahwa tata letak fasilitas pelayanan berpengaruh positif dan signifikan terhadap niat beli, tata letak fasilitas pelayanan berpengaruh positif dan signifikan terhadap emosi positif konsumen, emosi positif konsumen berpengaruh positif dan signifikan terhadap emosi positif konsumen. niat beli, dan emosi positif mampu memediasi pengaruh tata letak fasilitas pelayanan. tentang minat beli di pasar wisata konsumen di Pekanbaru
PERAN PERIKLANAN MEDIA CETAK, DIGITAL MARKETING, DAN KELOMPOK REFERENSI TERHADAP KEPUTUSAN MAHASISWA MEMILIH PERGURUAN TINGGI Zulia Khairani; Faizah Kamilah; Efrita Soviyanti
Jurnal Ilmiah Ekonomi Dan Bisnis Vol. 19 No. 2 (2022)
Publisher : Universitas Lancang Kuning

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31849/jieb.v19i2.9023

Abstract

This study was conducted to determine and analyze the influence of print media advertising, digital marketing, and reference groups on student decisions to choose colleges. This study conducted a survey on new students at the Lancang Kuning University. The population in this study were 2001 freshmen from the Lancang Kuning university undergraduate program. The sample in this study was 100 students with quota sampling method and then analyzed the data obtained using quantitative and qualitative data analysis. Quantitative analysis includes: validity and reliability test, classical assumption test, multiple regression analysis, hypothesis testing through t test, and analysis of the coefficient of determination (R2). Qualitative analysis is an interpretation of the data obtained in the study and the results of data processing that has been carried out by providing information and explanations. Print media advertising, digital marketing, and reference groups partially and simultaneously have a positive and significant effect on the decision to enroll in college
PERAN LABELISASI HALAL PADA KEPUTUSAN PEMBELIAN KOSMETIK PADA REMAJA Zulia Khairani; Efrita Soviyanti; Faizah Kamilah
JURNAL ECONOMICA: Media Komunikasi ISEI Riau Vol. 11 No. 1 (2023): Jurnal Economica, April 2023
Publisher : Ikatan Sarjana Ekonomi Indonesia Cabang Pekanbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46750/economica.v11i1.126

Abstract

Penelitian ini dilakukan untuk mengetahui dan menganalisis pengaruh Label Halal terhadap keputusan pembelian kosmetik pada remaja putri. Penelitian ini melakukan survei terhadap remaja putri yang berusia 18-24 tahun. Populasi dalam penelitian ini adalah remaja putri yang berusia 18-24 tahun. Sampel dalam penelitian ini sebanyak 100 orang dengan menggunakan metode quota sampling kemudian dianalisis data yang diperoleh dengan menggunakan analisis data kuantitatif dan kualitatif. Analisis kuantitatif meliputi: uji validitas dan reliabilitas, uji asumsi klasik, analisis regresi berganda, pengujian hipotesis melalui uji t, dan analisis koefisien determinasi (R2). Analisis kualitatif merupakan interpretasi terhadap data yang diperoleh dalam penelitian dan pengolahan data yang telah dilakukan dengan memberikan informasi dan penjelasan. Hasil penelitian menemukan bahwa label halal berpengaruh positif dan signifikan terhadap keputusan pembelian konsumen di kota Pekanbaru
Can Product Quality Improve Purchase Decisions in E-Commerce and Social Media through Customer Loyalty and Trust? Nofrizal Nofrizal; Sucherly Sucherly; Undang Juju; Zulia Khairani; Efrita Soviyanti; Hadiyati Hadiyati; Arizal N
Binus Business Review Vol. 14 No. 2 (2023): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v14i2.8800

Abstract

The in online sales transactions have continued to increase due to several factors, such as the improvement of Internet quality, the growth of start-ups in Indonesia, and the COVID-19 pandemic’s effects, which have restricted customers from making purchases offline. The research aimed to identify different types of direct and indirect influences that caused customers to make purchase decisions for fashion products and determine more dominant group (women or men) on e-commerce platforms and social media. The research applied a quantitative method. The research respondents were 244 customers who bought fashion products in e-commerce and social media. The analytical tools were Structural Equation Modelling (SEM) with SmartPLS 4.0, convergence and discrimination invalidity for the validity test, composite reliability for the reliability test, and structural model evaluation (inner model). The findings indicate that all aspects of product quality, trust, and customer loyalty have a huge impact on buying fashion products in e-commerce and social media. Moreover, in the indirect effect, product quality affects customer loyalty through trust. Similarly, product quality impacts purchase choices through customer loyalty. Trust also affects purchase choices through customer loyalty. Then, product quality affects purchase decisions through trust. Last, product quality has an impact on purchase decisions through customer loyalty and trust. Additionally, the results of PLS-MGA show that women are more dominant in buying fashion products on e-commerce and social media than men.
The Factors Influencing Brand Love and Willingness to Pay among iPhone Consumers in Indonesia Efrita Soviyanti; Nofrizal Nofrizal
Binus Business Review Vol. 15 No. 3 (2024): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v15i3.10945

Abstract

The iPhone has become a globally exclusive and luxurious item, including in Indonesia, and it even serves as a high social status symbol for its owners. Almost every launch of a new series product always garners attention and sells out, despite its high price compared to competitors with slightly different specifications. The research aimed to identify the factors influencing brand love and willingness to pay among iPhone consumers in Indonesia. Consumer behavior and personality factors, such as social status, self-expression, hedonism, and perceived quality, were utilized as determinant variables of brand love and willingness to pay. A total of 654 iPhone users participated in filling out surveys on social media, in Apple stores, and through online forms via Google Forms. Smart-PLS 4.0 software was employed for statistical data analysis, utilizing Partial Least Squares - Structural Equation Modeling (SEM-PLS). In the results, it is proven that the positive factors driving iPhone customers’ brand love come from perceived quality, social status, and self-expression. Meanwhile, the factors driving willingness to pay are brand love, perceived quality, social status, and self-expression. However, hedonism does not have a positive impact on brand love and willingness to pay. The research results suggest that the hedonic experience of the product may not be the main factor influencing consumers in the context of premium products such as the iPhone. The strong and luxurious branding of iPhone is the main reason for its customers. In addition, brand love is a key variable that mediates willingness to pay.
Co-Authors Arizal N faizah kamilah, faizah hadiyati hadiyati nofrizal nofrizal Sucherly Sucherly Undang Juju Zulia Khairani