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Hartoyo Hartoyo
School Of Business, Bogor Agricultural University
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Journal : Journal of Consumer Science

 1 
Exploring the Impact of Perceived Justice and Complaint Handling Satisfaction on Trust and Commitment in Indonesia's E-commerce Fashion Sector Sari, Trisna Intan; Hartoyo, Hartoyo; Muflikhati, Istiqlaliyah
Journal of Consumer Sciences Vol. 10 No. 1 (2025): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of 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.
The Influence of Personality, Motivation, Brand Image, and Environment on Students’ Intention in Choosing Bogor Agricultural University (IPB) Solikhah, Aris; Hartoyo, Hartoyo; Yuliati, Lilik Noor
Journal of Consumer Sciences Vol. 1 No. 1 (2016): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.1.1.14-32

Abstract

The research aimed to identify the level of intention and analyze the influence of personality, motivation, brand image, and environment on intention of the top 15 grade of 11 Science students from 14 high schools in Jakarta, Bogor, Depok, Tangerang, and Bekasi to choose IPB and its managerial implications. Questionnaire with Likert scale was used as a method in collecting data. Descriptive and Structural Equation Modeling (SEM) was used in analyzing data. The results showed that one of three students intended to apply to IPB as a sequence of first choice and second choice. Brand image and motivation significantly influenced the students’ intention in choosing IPB. Environment and personality did not influence the intention. Environment significantly influenced brand image and students’ motivation. Personality did not influence the motivation, brand image, and intention. Making marketing strategies related to students’ intention, IPB should consider motivational factors; e.g., students’ preference in science and agricultural technology, brand image (good reputation), and environment (counseling teachers’ advice and access to the internet/website) in choosing a college as a main factor. Keywords: brand image, environment, intention to choose IPB, motivation, personality Penelitian bertujuan mengidentifikasi tingkat niat dan menganalisis pengaruh kepribadian, motivasi, brand image, dan lingkungan  terhadap niat 15 siswa terbaik IPA kelas XI tahun ajaran 2014/2015 di 14 SMA JABODETABEK dalam memilih IPB serta implikasi manajerialnya. Metode pengambilan data menggunakan kuesioner dengan skala likert. Analisis data yang digunakan deskriptif dan Structural Equation Model (SEM). Hasil penelitian ini menunjukkan satu dari tiga siswa berniat mendaftar ke IPB sebagai urutan pilihan pertama dan pilihan kedua. Brand image dan motivasi berpengaruh signifikan terhadap niat siswa memilih IPB. Lingkungan dan kepribadian tidak berpengaruh terhadap niat. Lingkungan berpengaruh signifikan terhadap brand image dan motivasi siswa. Kepribadian tidak berpengaruh terhadap motivasi, brand image, dan niat. IPB dalam membuat strategi pemasaran yang berhubungan minat siswa hendaknya mempertimbangkan faktor motivasi (menyukai bidang sains dan tekologi bidang pertanian), brand image (reputasi baik) dan lingkungan (pertimbangan guru Bimbingan Konseling dan akses internet/website) dalam memilih perguruan tinggi sebagai faktor utama.Kata kunci: brand image, kepribadian, lingkungan, motivasi, niat memilih IPB
Customer Purchase Intention on Sharia Mutual Fund Products: A TPB Approach Octarina, Evie; Hartoyo, Hartoyo; Beik, Irfan Syauqi
Journal of Consumer Sciences Vol. 4 No. 1 (2019): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.4.1.37-47

Abstract

This study aimed to determine the influence of variables in TPB (attitude toward behavior, perceived behavioral control, subjective norm), religiosity, knowledge, and risk perception to intention purchase of sharia mutual fund. The sample in this study was customer of Bank Sharia XYZ of 164 customers. The analysis applied in this study was Structural Equation Modeling-Partial Least Square. The result of this research showed that the independent variable had positive and significant influence to dependent variables attitude toward behavior and subjective norm. Religiosity and knowledge have no significant influence toward intention to purchase, while perceived behavioral control and risk perception had no significant influence with intention to purchases. The other result showed that religiosity had a positive significant influence to attitude toward behavior. The conclusion of this research shown that religiosity is the factor which influence attitude toward behavior, attitude toward behavior and subjective norm are the factors which influence intention purchase of sharia mutual fund.
Satisfaction, Purchasing Behavior, and Customer Loyalty of Butik Emas Logam Mulia Reza, Fakhri; Sumarwan, Ujang; Hartoyo, Hartoyo
Journal of Consumer Sciences Vol. 4 No. 2 (2019): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.4.2.90-107

Abstract

This research study aims to highlights the factors of customer loyalty based on satisfaction, consumer buying behavior at Butik Emas Logam Mulia (BELM) Pulogadung. Using the SERVQUAL services model to analyze quality of services by descriptive statistics method. This study was conducted using 200 respondents selected by purposive. Tangible, empathy, responsiveness, reliability, and assurance (Service Quality Dimensions) were the variables considered for this study. The research found that reliability and responsiveness (not empathy, tangibility, and assurance) impact consumer satisfaction which increases the frequency of purchasing. It explains, a negative relationship between satisfaction and loyalty intensions. Furthermore, both loyalty and satisfaction effects weaken with increased prior consumption experiences, related on organizational issues. Thus, when the customers invest in satisfaction, managers should consider their individual marginal impacts on loyalty and distinguish between consumers with reference to their prior consumption experiences. The managerial implication in marketing strategies to increase customer loyalty, consumer satisfaction is directly related to provide fast, precise, and friendly services in accordance with established service standards. Moreover, the research study concludes that image of a service provider, loyalty of consumers, consumer expectations, perceived value, perceived quality and the way complains are handled are very important factors that determine consumer loyalty levels.
Does Covid-19 Pandemic Change the Consumer Purchase Behavior Towards Cosmetic Products? Farisha, Mega; Hartoyo, Hartoyo; Safari, Arief
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of 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 -, Komadin ., Harianto Abdullah Aman Damai Achmad Komara Achyar, Nadia Nurvita Ilahi Adam Sugiharto, Adam ADANG AGUSTIAN Adi Putra Adiputra, Henry Jonathan Adler H. Manurung Adzimatinur, Fauziyah Agus Budi Utomo Agus Maulana Agus Wijaya Soehadi Agustina Widi Palupiningrum‬ Ahmad Nugroho, Jati Aji Hermawan Akbari, Hafsarizka Al. Agus Kristiadi Al. Agus Kristiadi Alamsyah, Zeffry Ali Ashar Ali Khomsan Amriwan, Azis Amron Amron, Amron Amzul Rifin Andi Oktoriyana, Andi ANGGRAENI, ADITHIA Ani Haryati, Ani Anita Damayantie Anna Faryanti Aranggraeni, Renda Arde Lindung Pambudi Arief Daryanto Arif Satria Arifin, Bustanil Arifin, Bustanil Arina Hayati Aris Solikhah, Aris Arismunandar, T Maureza Aristi Dian Purnama Fitri Arya Hadi Dharmawan Astari Sukmaningtyas Atika Rahma Baadila, Ikram Bagus Sartono Balagaise, Ancelina Bonar M. Sinaga Bonar Marulitua Sinaga Bonar Marulitua Sinaga Budi Suharjo Budiono Budiono Bustanil Arifin Cahyaningsurya, Nabila Sahara Cahyo Dwi Sulistiyo Cornelis, Vieta Imelda Dadang Sukandar Dadi Adriana Dahlia Nauly Dahmiri Damayanti, Elok Dapin, Rahmad Harry Dardiri, Yusuf Dedi Budiman Hakim 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 Eka Wulida Latifah Elisa Anggraeni, Elisa 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 Fadwati, Amida Fahmi, Ali Farisha, Mega Fariyanti, Anna Fathir, Muhammad Aqil Ferdy Adif I. Fallo Fermico Karambut Fitria Fitria Fitriaty, Fitriaty Gengki Zulfikar, M Haidar Hanif Ginting, Victor Hafidu, Akbar Al Handayati, Nur Harianto Harianto Harianto Hendri Hendri Hendro Sasongko Heny K Daryanto Heppy Setiawati Hidayat, Rizqi Rizaldi Hidayati, Aprihatiningrum Hurriyatun Kabbaro, Hurriyatun Hurriyyatun Kabbaro Husni, Iqbal Ali Hutagaol, M. Parulian Hutagaol, Manuntun Paruliah Ign. Anung Setyadi Ignatius Suksmadi Ilmi, Sendy Watazawwadu Indra Gumay Febryano Irfan Syauqi Beik irwandar, Sapta N Istiqlaliyah Muflikhati Jan Horas Veryady Purba Juli Handayani Julianto Julianto Khairunnisa Khairunnisa Khairunnisa', Khairunnisa' Kudang Boro Seminar Kuntjoro, nFN Kusuma, Pradana Jati Laily Dwi Arsyianti Lala M Kolopaking Lilik Noor Yuliati Lilis Imamah Ichdayati Lubis, Muchdy Lukytawati Anggraeni M. Riza Pahlevi M. Yusuf Manalu, Doni Sahat Tua Manuwoto, Manuwoto Marfiani, Teni Mashudi, Rudy Maya Riantini, Maya Mayanti, Alamanda Nur Megawati Simanjuntak Melly Latifah Micha Snoverson Ratu Rihi Miftakhul Fauzia Hakim Mohamad Agus Setiawan Muhammad Kristiawan Mukhamad Najib Mukti Ali, Mochammad Musa Hubeis Mustain Mustain Nala Inayatuz Zaid Nimmi Zulbainarni Nofia Mutiara Bahri, Nofia Mutiara Novie Astri Pratiwi, Novie Astri novindra . Novita Tresiana Nunung Kusnadi Nur Oktalia Dwine Arwanda, Nur Oktalia Dwine Nurhayati, Ely Nurkodri, Moh Sahroni Octarina, Evie Pantjar Simatupang Pradana Jati Kusuma Prasetya, Tri Budi Prasetya, Victor Prasetya, Viktor Primadona, Fitry Prioyono, Wahyu Putra, Fikri Isnaini Rachma Fitriati Rahardi, Naufal Rahmatulloh, Febriandi Ranti Wiliasih Ratna Winandi Asmarantaka Razali, Muhamad Retnaningsih Retnaningsih Reza, Fakhri Rina Oktaviani Rini Setiowati Rini Setiowati Ririn Nindia Astuti Rita Nurmalina Riyanti, Evy RIZA RIZA Rizal Syarief Rizky Amelia Robert M.Z Lawang, Robert M.Z Rohim Habibi Rosyadi, Sa'adilah Rusastra, I Wayan Safari, Arief Salsabilla, Nadia Amanda Saraswati, Girindra Sari, Trisna Intan SARIMAN Sarjono Sarjono, Sarjono Sarma, Ma’mun Selamet , Selamet 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 Rahayu Mulyani Sri Sulastri Sri Utami Kuntjoro Srihadi, Rati Farini Stevanus Bayu Satriawan, Stevanus Bayu Sudarwan Danim Suharno Suharno Sulistyorini, Diah Diana Sumaryanto, nFN Suprihatin Guhardja Suripto Suripto Suryani, Erma Sutopo Sutopo Syifa, Za'iemah Asy Tanti Novianti Tb Nur Ahmad Maulana Tb. Sjafri Mangkuprawira Tedi, Tedi Oktavianto Tri Wulandari Henny Astuti, Tri Wulandari Henny Trias Andati Trias Andati Trias Andati Tridoyo Kusumastanto Ujang Sumarwan Umu Rosidah Usman Nursusanto Wahyu Priyono Wahyudian Wahyudian Wahyuni, Okvita Wanti Fitrianti Widiastuti, Endang Linirin Wijaya, Amirullah Winahyu, Djatmiko Wisnu Putra Prihantoro Wulandari, Shindy Tri Yandra Arkeman Yesi Dewita Sari YS Darmanto Yuhendra Yusman Syaukat Yusnina, Yusnina Yuswandi A. Temenggung, Yuswandi A. Zainuddin Zainuddin Zaman, Fasika Khaerul Zumi Saidah Zunara, Elly