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Hartoyo Hartoyo
Business School IPB University
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Journal : journal of consumer science

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Exploring the Impact of Perceived Justice and Complaint Handling Satisfaction on Trust and Commitment in Indonesia's E-commerce Fashion Sector Trisna Intan Sari; Hartoyo Hartoyo; Istiqlaliyah Muflikhati
Journal of Consumer Sciences Vol. 10 No. 1 (2025): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Social and Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.10.1.145-172

Abstract

Background: Indonesia's rapid growth in the e-commerce fashion sector presents opportunities and challenges, particularly in addressing consumer dissatisfaction during post-purchase experiences. Key challenges include product misrepresentation, delivery delays, or unmet expectations, which can lead to negative behaviors such as complaints, reduced loyalty, and distrust toward sellers. Purpose: This study investigates the impact of perceived justice dimensions—interactional, procedural, and distributive—on satisfaction with complaint handling and its subsequent effects on customer trust, customer commitment, and customer loyalty. Methods: This study employed a cross-sectional survey with a purposive sampling technique, collecting data from 174 respondents in the Jabodetabek region. Structural Equation Modeling-Partial Least Squares (SEM-PLS) was used for analysis. Findings: This research reveals that distributive and procedural justice significantly influence complaint handling, while interactional justice has a smaller yet notable impact. Complaint handling, in turn, significantly enhances both customer commitment and customer trust, with customer commitment emerging as a stronger driver of customer loyalty. Notably, customer trust's direct effect on customer loyalty is insignificant, suggesting that emotional engagement through commitment plays a more pivotal role in fostering loyalty. Conclusion: These findings underscore the importance of fair complaint resolutions, efficient processes, and empathetic communication in maintaining customer relationships. Research implication: The findings provide actionable insights for e-commerce businesses to improve customer satisfaction with complaint handling, particularly emphasizing the critical roles of distributive justice and procedural justice in fostering satisfaction.
Does Covid-19 Pandemic Change the Consumer Purchase Behavior Towards Cosmetic Products? Mega Farisha; Hartoyo Hartoyo; Arief Safari
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Social and Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.1-19

Abstract

The Covid-19 pandemic has generally affected the cosmetic industry's marketing and sales. Drastic changes happened, and the sales now rely more on online sales. This study aimed to analyze the purchase behavior of facial serum cosmetic products before and during the Covid-19 pandemic. The sampling technique applied purposive sampling. Data analysis used Structural Equation Modelling - Partial Least Squares (SEM-PLS). Data were obtained from 200 respondents in the Jabodetabek area from April to May 2021, but only 163 were included in the analysis. The results show that the conditions before and during the pandemic are significant differences. Before the pandemic, co-creation, communal activation, conversation, halal awareness, and reference groups influenced the purchase behavior. On the other hand, though, reference groups did not affect the purchasing behavior during the pandemic. Therefore, business people in the cosmetics field can focus on co-creation and conversation.
Co-Authors ., Harianto Abdullah Aman Damai Achmad Komara Achyar, Nadia Nurvita Ilahi ADANG AGUSTIAN Adi Putra Adiputra, Henry Jonathan Adler H. Manurung Adzimatinur, Fauziyah Agus Budi Utomo Agus Buono Agus Maulana Agus Wijaya Soehadi Agustina Widi Palupiningrum‬ Ahmad Nugroho, Jati Aisatul Mustaqimah Aji Hermawan Akbari, Hafsarizka Al. Agus Kristiadi Al. Agus Kristiadi Alamsyah, Zeffry Ali Ashar Aman Wirakartakusumah Amriwan, Azis Amron Amron, Amron Amzul Rifin Andrie Prasetyo ANGGRAENI, ADITHIA Anita Damayantie Anna Faryanti Aranggraeni, Renda Arde Lindung Pambudi Arief Daryanto Arief Safari Arif Satria Arifin, Bustanil Arifin, Bustanil Aris Solikhah, Aris Arismunandar, T Maureza Aristi Dian Purnama Fitri Arya Hadi Dharmawan Asep Taryana Atika Dian Pitaloka Baadila, Ikram Bagus Sartono Bonar M. Sinaga Bonar Marulitua Sinaga Borman, M. Syahrul Budi Suharjo Budiono Budiono Budiono Budiono Bustanil Arifin Cahyaningsurya, Nabila Sahara Cahyo Dwi Sulistiyo Cornelis, Vieta Imelda D, Sri Sukmana Dadang Sukandar Dadi Adriana Dahlia Nauly Dahmiri Damayanti, Elok Damayanti, Sri Sukmana Dewi, Niken Puspita Diah Diana Sulistyorini Diah Krisnatuti Dieni, Lidya Dominicus Savio Priyarsono Dwinugroho Putro Utomo E. Gumbira Sa’id Eka Intan K.P. Eka Intan Kumala Putri Elisa Anggraeni Ely Nurhayati Ely Nurhayati Elys Fauziyah Endang Koestati Sri Harini Muntasib Endriatmo Soetarto Erna Rochana Ernu Widodo, Ernu Erry Ricardo Nurzal Ervin Nora Susanti Erwidodo Erwidodo Eva Z Yusuf Eva Z. Yusuf Eva Z. Yusuf Eva Z. Yusuf Fadwati, Amida Fahmi, Ali Farahnugraha Makkuraga Farisha, Mega Fariyanti, Anna Fathir, Muhammad Aqil Ferdy Adif I. Fallo Fermico Karambut Fikrul Gifar Fitria Fitria Fitriaty, Fitriaty Gengki Zulfikar, M Haidar Hanif Ginting, Victor Hadiwinarto Hadiwinarto Hafidu, Akbar Al Hamzah, Syukri Handayati, Nur Harianto Harianto Harianto Hartoyo Hartoyo Hastuty Musa Hendri Hendri Hendro Sasongko Heny K Daryanto Heppy Setiawati Hidayat, Rizqi Rizaldi Hidayati, Aprihatiningrum Husni, Iqbal Ali Hutagaol, M. Parulian Hutagaol, Manuntun Paruliah Ign. Anung Setyadi Ilmi, Sendy Watazawwadu Indra Gumay Febryano Irfan Syauqi Beik irwandar, Sapta N Istiqlaliyah Muflikhati Jan Horas Veryady Purba Joo, So-Hyun Juli Handayani Khairunnisa Khairunnisa Khairunnisa', Khairunnisa' Khoirul Umam Krisnawan, Afi Bayu Kudang Boro Seminar Kuntjoro, nFN Kusuma, Pradana Jati Kusuma, Redho Rachmad Hadi Laily Dwi Arsyianti Lilik Noor Yuliati Lilik Noor Yuliati Lilis Imamah Ichdayati Liza Agustina Maureen Nelloh Lubis, Muchdy Lukytawati Anggraeni M. Riza Pahlevi M. Yusuf Maharini - Rahsilaputeri Manalu, Doni Sahat Tua Maya Riantini, Maya Mayanti, Alamanda Nur Mega farisha Megawati Simanjuntak Melissa, Hilda Micha Snoverson Ratu Rihi Miftakhul Fauzia Hakim Mila Fauziah Mochammad Mukti Ali Mochammad Mukti Ali Mohamad Agus Setiawan Muhammad Fakhrul Arifin Muhammad Kristiawan Mukhamad Najib Mukti Ali, Mochammad Musa Hubeis Mustain Mustain N, Dedi Wardana Nala Inayatuz Zaid Nasoetion, Dedi Wardana Nasoetion, Dedy Wardana Netti Tinaprila Nimmi Zulbainarni novindra . Novita Tresiana Nugraha, Aliffiansyah Sam Adhitya Nunung Kusnadi Nurkodri, Moh Sahroni Octarina, Evie Pangestu, Andaru Dwi Pantjar Simatupang Patasik, Lidia Wulandary Pradana Jati Kusuma Praptama, Khansa Fernanda Fa'iq Prasetya, Tri Budi Prasetya, Victor Prasetya, Viktor Primadona, Fitry Putra, Fikri Isnaini Rachma Fitriati Rahadean Makhdani Rahmatullah Mubarik Rahardi, Naufal Rahmatulloh, Febriandi Ranti Wiliasih Ratna Winandi Asmarantaka Razali, Muhamad Reza Muhammad Rifqi Reza, Fakhri Rina Oktaviani Rini Setiowati Rini Setiowati Rita Nurmalina Riyanti, Evy Rizal Syarief Rizky Amelia Robert M.Z Lawang, Robert M.Z Rohim Habibi Rulis, Muhammad Rusastra, I Wayan Safari, Arief Saraswati, Girindra SARIMAN Selamet Selamet Sembiring, Anita Indri R. Setiadi Djohar Setiana, Tutut Setiawan, Edi Setiawaty, Elika Shalihati, Fithriyyah Sidarta, Dudik Djaja Sidharta, Dudik Djaja Silitonga, Parlindungan Y Sinaga, Bonar M Sinaga, Bonar M. Sinaga, Bonar M. Siti Marwiyah Siyadah, Fatihatus Soekorini, Noenik SRI ASTUTIK Sri Mulatsih Sri Mulatsih Sri Utami Kuntjoro Srihadi, Rati Farini Subekti Subekti Sudarwan Danim Sufrin Hannan Suharno Suharno Sujiwo Priambodo Sujiwo Priambodo Sulistyorini, Diah Diana Sumaryanto, nFN Suripto Suripto Suryani, Erma Sutopo Sutopo Sylvia Rozz Tanti Novianti Tb Nur Ahmad Maulana Tb. Sjafri Mangkuprawira Trias Andati Trias Andati Trias Andati Tridoyo Kusumastanto Trisna Intan Sari Ujang Sumarwan Usman Nursusanto Wahyu Priyono Wahyudian Wahyudian Wahyuni, Okvita Wanti Fitrianti Widiastuti, Endang Linirin Wijaya, Amirullah Wijaya, Krista Wisnu Putra Prihantoro Wulandari, Shindy Tri Yandra Arkeman Yesi Dewita Sari YS Darmanto Yudistira, Yogy Indra Yuhendra Yusman Syaukat Yusnina, Yusnina Yuswandi A. Temenggung, Yuswandi A. Zainuddin Zainuddin Zaman, Fasika Khaerul Zumi Saidah Zunara, Elly