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All Journal Jurnal Manajemen Atma Jaya Jurnal Manajemen Jurnal Manajemen
Herlin Hidayat
Universitas Katolik Indonesia Atma Jaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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DAMPAK DIMENSI-DIMENSI SERVQUAL TERHADAP CUSTOMER SATISFACTION PADA RETAIL ONLINE SHOPPING Herlin Hidayat; Yussi Ramawati; Syarief Darmoyo
Jurnal Manajemen Vol 14 No 1 (2017): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (531.564 KB) | DOI: 10.25170/jm.v14i1.798

Abstract

Perkembangan online shop yang pesat berkat dukungan kemajuan teknologi dan informasi, dan terjadi hampir di seluruh belahan dunia. Setiap usaha yang dilakukan oleh semua jenis bisnis semestinya bermuara pada kepuasan pelanggannya. Penelitian ini dilakukan untuk menilai bisnis telah dijalankan telah berdampak pada kepuasan pelanggan. Dari hasil penelitian diketahui bahwa terdapat dampak dari dimensi-dimensi service quality terhadap customer satisfaction. Pemilik usaha online shop perlu selalu memperhatikan, mempertahankan dan meningkatkan pada setiap dimensi service quality supaya selalu mampu mencapai kepuasan pelanggannya demi langgengnya bisnis.
DAMPAK DIMENSI-DIMENSI SERVQUAL TERHADAP CUSTOMER SATISFACTION PADA RETAIL ONLINE SHOPPING Herlin Hidayat; Yussi Ramawati; Syarief Darmoyo
Jurnal Manajemen Vol 14 No 1 (2017): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (531.564 KB) | DOI: 10.25170/jm.v14i1.798

Abstract

Perkembangan online shop yang pesat berkat dukungan kemajuan teknologi dan informasi, dan terjadi hampir di seluruh belahan dunia. Setiap usaha yang dilakukan oleh semua jenis bisnis semestinya bermuara pada kepuasan pelanggannya. Penelitian ini dilakukan untuk menilai bisnis telah dijalankan telah berdampak pada kepuasan pelanggan. Dari hasil penelitian diketahui bahwa terdapat dampak dari dimensi-dimensi service quality terhadap customer satisfaction. Pemilik usaha online shop perlu selalu memperhatikan, mempertahankan dan meningkatkan pada setiap dimensi service quality supaya selalu mampu mencapai kepuasan pelanggannya demi langgengnya bisnis.
Studi Kualitatif Dampak Kebijakan Moneter terhadap Perilaku Konsumen di Kota Semarang Erlitawati Kaharuddin; Muh Fajrul; Alexader Nova Vernando; Herlin Hidayat
MAMEN: Jurnal Manajemen Vol. 5 No. 1 (2026): Januari 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/mamen.v5i1.7095

Abstract

This study primarily aims to analyze in depth how monetary policy, specifically the increase in Bank Indonesia's benchmark interest rate, affects household consumption behavior and financial adaptation strategies in Semarang City. The research is motivated by the aggressive monetary tightening policy (150 bps interest rate hike during the 2022–2024 period) which impacted purchasing power in a medium-sized city characterized by high household consumption and diverse financial literacy. Employing a qualitative phenomenological design, data were collected through in-depth interviews with 15 informants from various socio-economic backgrounds, complemented by limited observation and secondary documentation. Thematic analysis, assisted by NVivo 12 software, was conducted to identify patterns of perception, consumption adjustment, and financial responses. The main findings identify four themes: (1) low policy understanding and reactive perceptions among low-income individuals, (2) a significant decline in non-essential and credit-financed durable goods consumption, (3) adaptation strategies such as budget tightening, diversification of digital side income, and a shift in preference toward local/discounted products. A crucial finding highlights behavioral asymmetry based on income: high-income groups respond rationally by increasing deposits and adjusting investments, while low-income groups rely on short-term consumer financing like paylater and make essential expenditure trade-offs. Financial literacy is demonstrated to be a moderating factor, serving as a "rational filter" against monetary pressure. This study provides a comprehensive micro-behavioral perspective, concluding that the effectiveness of monetary policy transmission is highly dependent on financial literacy and has a significant asymmetric impact on vulnerable groups, thus necessitating more inclusive policy communication.
Co-Authors Alexader Nova Vernando Erlitawati Kaharuddin Muh Fajrul Syarief Darmoyo Yussi Ramawati