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All Journal JURNAL SAINS PEMASARAN INDONESIA International Conference on Law, Business and Governance (ICon-LBG) Jurnal Manajemen Kesehatan Indonesia Journal of Management and Business Review WIDYAKALA JOURNAL Widya Cipta : Jurnal Sekretari dan Manajemen JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Jurnal Ekonomi dan Bisnis Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Jurnal Organisasi Dan Manajemen Management and Economics Journal (MEC-J) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) JURNAL MANAJEMEN (EDISI ELEKTRONIK) JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS Ultima Management : Jurnal Ilmu Manajemen Journal of Business and Applied Management JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia) Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Jurnal MEBIS (Manajemen dan Bisnis) Business Management Journal Program Studi Manajemen International Journal of Economics Development Research (IJEDR) JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Manajemen JIIP (Jurnal Ilmiah Ilmu Pendidikan) Enrichment : Journal of Management Cakrawala Repositori Imwi Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Daengku: Journal of Humanities and Social Sciences Innovation Kontigensi: Jurnal Ilmiah Manajemen Milestone: Journal of Strategic Management Jurnal Ekonomi Indonesian Marketing Journal International Journal of Health and Pharmaceutical (IJHP) Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal Research of Social Science, Economics, and Management Jurnal Pendidikan Indonesia (Japendi) Paradoks : Jurnal Ilmu Ekonomi Ranah Research : Journal of Multidisciplinary Research and Development Riwayat: Educational Journal of History and Humanities Proceeding of International Conference on Entrepreneurship (IConEnt) JER
Berlianto, Margaretha Pink
Program Studi Manajemen, Universitas Pelita Harapan
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Transportation Other

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The Effect Of Service Quality, Brand Experience, Price, Trust, And Convenience Toward Customer Satisfaction And Its Effect To Positive Wom Of Bridestory Indonesia Tannia Meyana; Margaretha Pink Berlianto
Cakrawala Repositori IMWI Vol. 6 No. 5 (2023): Cakrawala Repositori IMWI
Publisher : Institut Manajemen Wiyata Indonesia & Asosiasi Peneliti Manajemen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52851/cakrawala.v6i5.468

Abstract

This study aims to examine the influence and effectiveness of digital marketing dimensions in producing Positive Word of Mouth as the key to brand development in the digital realm. These digital marketing dimensions are Service Quality, Brand Experience, Price Perception, Customer Trust, and Online Convenience, as well as Customer Satisfaction as a mediating variable. The research was conducted using quantitative methods with 206 respondents using Partial Least Square and Structural Equation Modeling (PLS-SEM). This study shows that the Customer Satisfaction variable which is examined through questionnaires and hypothesis testing using SmartPLS-SEM, has a direct influence on Positive WOM. Customer satisfaction itself is also heavily influenced by Service Quality, Brand Experience, Perceived Price, Customer Trust, and Convenience.
E-COMMERCE’S MARKETING STRATEGY TO INCREASE CUSTOMER PREFERENCE AND SATISFACTION Berlianto, Margaretha Pink
Milestone: Journal of Strategic Management Vol. 4 No. 1 April 2024
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/ms.v4i1.8306

Abstract

In the midst of increasing e-commerce competition and the dynamics of consumer behavior, industry players need to think strategically to carry out systematic consumer preference research so as not to be left behind in business competition. This research aims to investigate the influence of service quality on brand preference and satisfaction, the influence of perceived risk on brand preference and satisfaction, the influence of perceived price on brand preference and satisfaction, and the influence of brand preference on satisfaction. There were 198 respondents in the research using purposive sampling, namely Lazada consumers who made at least one purchase. The results of this research are that service quality has a positive effect on brand preference and customer satisfaction, perceived risk has no effect on brand preference and customer satisfaction, the price has a positive effect on brand preference but has no effect on customer satisfaction, and brand preference has a positive effect on customer satisfaction. The managerial implication of this research is that e-commerce business players need to focus on service quality because it has the biggest influence on customer preferences and satisfaction.
Antecedents and Consequences of Electronic Word-of-Mouth Halodoc Kusuma Putri, Cornellia Aninda; Berlianto, Margaretha Pink
International Journal of Health and Pharmaceutical (IJHP) Vol. 4 No. 3 (2024): August 2024
Publisher : CV. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51601/ijhp.v4i3.349

Abstract

This study was conducted to determine the effect of electronic word of mouth on facilitating conditions, perceived risk, perceived interactivity, perceived usefulness, confirmation of halodoc performance expectations and price mediated by intention to continued use and patient satisfaction with halodoc. Data collection was carried out using total sampling of Halodoc application users by distributing questionnaires containing 45 questions with a Likert Scale of 1 - 5, then the data was analyzed using the PLS-SEM method. The results of this study state that facilitating conditions, perceived interactivity and perceived usefulness have a positive influence on intention to continued use of Halodoc, as well as perceived usefulness, confirmation of Halodoc performance expectations and price have a positive influence on patient satisfaction with Halodoc. Perceived risk has a negative influence on intention to continued use of Halodoc. Intention to continued use of Halodoc and patient satisfaction with Halodoc can mediate electronic word of mouth, but perceived interactivity and perceived usefulness do not have a significant effect on Intention to Continued Use of Halodoc.
DAMPAK PERFORMA LOGISTIK TERHADAP CITRA TOKO, KEPUASAN KONSUMEN & LOYALITAS DI ALFAMART Soetmato, Karen; Berlianto, Margaretha Pink
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

Perkembangan industri ritel yang terus berkembang menggeser peran pasar tradisional di perkotaan. Hal tersebut terjadi karena adanya perubahan perilaku masyarakat dan preferensi dalam berbelanja. Dimana pasar modern dinilai mampu memberi kenyamanan dan kemudahan bagi masyarakat. Memberi solusi praktis dalam memenuhi kebutuhan dan keinginan konsumen yang beragam. Toko ritel modern dalam kategori kebutuhan harian di Indonesia dipimpin oleh Alfamart. Dimana gerainya tersebar luas di seluruh wilayah Indonesia. Tujuan utama penelitian ini adalah untuk mengetahui Dampak Performa Logistik terhadap Citra Toko, Kepuasan Konsumen dan Loyalitas di Alfamart. Penelitian ini menggunakan pendekatan kuantitatif dengan metode pengumpulan data melalui kuesioner yang disebarkan secara online menggunakan Google Form. Studi ini menggunakan teknik non-probability sampling dengan judgement sampling kepada 241 responden. Responden dalam penelitian ini adalah konsumen Alfamart yang pernah melakukan pembelian di Alfamart selama 3 bulan terakhir. Pengolahan data dilakukan menggunakan SmartPLS3 dengan PLS-SEM. Hasil pengujian menunjukkan bahwa keempat hipotesis dalam penelitian ini didukung. Hasil penelitian menyimpulkan bahwa Performa Logistik berpengaruh positif terhadap Kepuasan Konsumen, Performa Logistik berpengaruh positif terhadap Citra Toko, Citra Toko berpengaruh positif terhadap Kepuasan Konsumen dan Kepuasan Konsumen berpengaruh positif terhadap Loyalitas Konsumen.
ANTESEDEN DAN KONSEKUENSI RELATIONSHIP QUALITY PADA SHOPEE LIVE Nathanael, William; Berlianto, Margaretha Pink
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

Penelitian ini dilakukan untuk mengetahui seberapa pengaruh social media marketing activity terhadap niat beli seseorang di live streaming shopee live. Penelitian ini menggunakan pendekatan kuantitatif dengan metode pengumpulan data melalui penyebaran kuisioner yaitu Google Form. Sampel yang digunakan dalam penelitian ini sebanyak 151 responden dengan metode non-probability sampling menggunakan judgement sampling. Pengolahan data dilakukan dengan menggunakan perangkat lunak, SmartPLS. Hasil dari penelitian ini Social media markting activity berpengaruh terhadap relationship quality, customer experience berpengaruh terhadap relationship quality, relationship quality berpengaruh terhadap purchase intention. Relationship quality berpengaruh terhadap loyalty intention, dan relationship quality berpengaruh terhadap participate intention. Dimana penelitian ini dilakukan terhadap industri online shopping khususnya Shopee live, yang dimana kegiatan media sosial marketing terbukti mempengaruhi niaseseorang untuk melakukan transaksi di shopee live Para penjual diShopee Live dapat memahami dan menggunakan social media marketing activity dalam meningkatkan penjualan ditoko online mereka. Penelitian ini diharapkan mampu memberi wawasa yang berharga dan juga bermanfaat bagi pelaku ritel lainnya dalam membangun loyalitas konsumen yang kuat dan berkelanjutan di Indonesia.
PENGARUH E-COMMERCE INNOVATION DAN E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN LOYALTY PADA PENGGUNA TOKOPEDIA DI JABODETABEK Darlene, Ashley; Berlianto, Margaretha Pink
Proceeding National Conference Business, Management, and Accounting (NCBMA) 7th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

Penelitian ini bertujuan untuk mengetahui apakah terdapat pengaruh e-commerce innovation dan e-service quality terhadap kepuasan dan loyalitas pelanggan pengguna Tokopedia di Jabodetabek. Desain kualitatif dengan teknik purposive sampling digunakan untuk memperoleh data. Subyek penelitian adalah pengguna Tokopedia yang pernah melakukan pembelian melalui aplikasi Tokopedia dalam kurun waktu 6 bulan terakhir dan berdomisili di Jabodetabek. Pengolahan data menggunakan PLS-SEM pada SmartPLS. Hasil penelitian mengungkapkan bahwa e-commerce innovation memiliki pengaruh positif terhadap customer satisfaction, e-commerce innovation memiliki pengaruh positif terhadap customer loyalty, e-service quality memiliki pengaruh positif terhadap customer satisfaction, e-service quality tidak memiliki pengaruh positif terhadap customer loyalty, customer satisfaction memiliki pengaruh positif terhadap customer loyalty, e-commerce innovation memiliki pengaruh positif terhadap customer loyalty yang dimediasi oleh customer satisfaction, dan e-service quality memiliki pengaruh positif terhadap customer loyalty yang dimediasi oleh customer satisfaction. Manajemen Tokopedia terus meningkatkan inovasi e-commerce, kualitas layanan elektronik, kepuasan pelanggan, dan loyalitas pelanggan. Penelitian ini memberikan informasi kepada manajemen Tokopedia untuk mengambil keputusan dalam mengidentifikasi strategi untuk mengungguli pesaing, serta meningkatkan inovasi e-commerce, kualitas layanan e-service, kepuasan pelanggan dan loyalitas pelanggan. Penelitian ini memberikan informasi kepada manajemen Tokopedia untuk mengambil keputusan dalam mengidentifikasi strategi untuk mengungguli pesaing, serta meningkatkan inovasi e-commerce, kualitas layanan e-service, kepuasan pelanggan dan loyalitas pelanggan. Penelitian ini hanya berfokus pada platform Tokopedia dan variabel tertentu saja seperti1 inovasi e-commerce, kualitas layanan elektronik, kepuasan pelanggan, dan loyalitas pelanggan. Sampel hanya dilakukan di wilayah tertentu saja yaitu Jabodetabek dengan kuantitas sampel terbatas.
The Effect of Service Quality Dimensions, Perceived Value, Customer Satisfaction, and Brand Love toward Customer Retention on First Media’s Subscribers Halim, Irwanto; Berlianto, Margaretha Pink
Widya Cipta: Jurnal Sekretari dan Manajemen Vol 8, No 2 (2024): September 2024
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v8i2.20052

Abstract

In the dynamic telecommunications sector, customer retention is of paramount importance for companies like First Media in Indonesia, given the rapid technological advancements and increasing demand for high-quality services. This study explores the factors influencing customer retention, including service encounter communication, internet service quality, service convenience, perceived value, customer satisfaction, and brand love. Service encounter communication, service convenience, and internet service quality are examined in relation to their effect on perceived value, customer satisfaction, and customer retention. A comprehensive survey was conducted using Google Forms, with 49 indicators distributed across these variables, and data analysis was performed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results indicate that service encounter communication has a positive and significant effect on perceived value, customer satisfaction, and customer retention. Service convenience positively affects customer satisfaction but does not affect perceived value or customer retention. Internet service quality has a positive influence on perceived value. Perceived value enhances customer satisfaction, leading to improved customer retention and brand love, which in turn positively influences customer retention. This study provides valuable insights for First Media to enhance customer retention and satisfaction. However, it has limitations in terms of variable selection and testing, suggesting opportunities for future research to explore additional factors contributing to customer retention and brand management.
The Effect Of Service Quality, Brand Experience, Price, Trust, And Convenience Toward Customer Satisfaction And Its Effect To Positive Wom Of Bridestory Indonesia Tannia Meyana; Margaretha Pink Berlianto
Cakrawala Repositori IMWI Vol. 6 No. 5 (2023): Cakrawala Repositori IMWI
Publisher : Institut Manajemen Wiyata Indonesia & Asosiasi Peneliti Manajemen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52851/cakrawala.v6i5.468

Abstract

This study aims to examine the influence and effectiveness of digital marketing dimensions in producing Positive Word of Mouth as the key to brand development in the digital realm. These digital marketing dimensions are Service Quality, Brand Experience, Price Perception, Customer Trust, and Online Convenience, as well as Customer Satisfaction as a mediating variable. The research was conducted using quantitative methods with 206 respondents using Partial Least Square and Structural Equation Modeling (PLS-SEM). This study shows that the Customer Satisfaction variable which is examined through questionnaires and hypothesis testing using SmartPLS-SEM, has a direct influence on Positive WOM. Customer satisfaction itself is also heavily influenced by Service Quality, Brand Experience, Perceived Price, Customer Trust, and Convenience.
The Effect Of Medical And Non-Medical Service Quality On Patient Satisfaction Based On Patient Cognition At XYZ Hospital Jakarta Gading, Siska Tamara; Berlianto, Margaretha Pink
Kontigensi : Jurnal Ilmiah Manajemen Vol 12 No 2 (2024): Kontigensi: Jurnal Ilmiah Manajemen
Publisher : Program Doktor Ilmu Manajemen, Universitas Pasundan, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56457/jimk.v12i2.636

Abstract

Patient satisfaction not only reflects their personal experiences, but also becomes a very important indicator for health care providers to reach the extent to which patients' needs, expectations, and preferences are met during the treatment process. This study aims to analyze the effect of medical and non-medical service quality on patient satisfaction. The respondents were 185 patients of XYZ Hospital. The data analysis method used descriptive analysis and PLS-SEM. The results showed that patient cognition, trust, personnel quality, social responsibility had a positive effect on patient satisfaction. While other factors such as medical service procedures, administrative practices, hospital image, safety, infrastructure did not affect patient satisfaction. Hospital management is advised to improve the image of the hospital by carrying out various activities such as blood donation, counseling related to various diseases, visiting surrounding areas for disease prevention socialization, advertising digitally to form a positive image in the community. Further research can be done by increasing the population in other XYZ hospitals in the Jakarta area and limiting between BPJS and non-BPJS patients.
Antecedents and Consequences of Outpatient Patient Satisfaction In The Pharmacy Installation of XYZ Hospital Anggita Petrareni; Margaretha Pink Berlianto
Ranah Research : Journal of Multidisciplinary Research and Development Vol. 7 No. 1 (2024): Ranah Research : Journal Of Multidisciplinary Research and Development (Novembe
Publisher : Dinasti Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/rrj.v7i1.1210

Abstract

This study aims to identify the factors that influence the satisfaction levels of outpatients in the Pharmacy Department at XYZ Hospital and their impact on patient loyalty. The study involved 208 outpatients. Data was collected through a questionnaire containing 38 questions using a 1-5 Likert Scale based on a judgemental sampling method. The data was analyzed using the SEM method based on PLS. The results indicate that communication and the attitude of pharmacy staff have a positive and significant influence on patient satisfaction. Timeliness in providing services also contributes positively and significantly to patient satisfaction. The availability of medications in a timely and adequate manner, a clean and comfortable pharmacy environment, and prices perceived as reasonable also have a positive and significant impact on patient satisfaction. Furthermore, patient satisfaction positively and significantly affects patient loyalty in the Pharmacy Department at XYZ Hospital, with satisfied patients tending to return for services and recommend them to others.
Co-Authors Albert, Jonathan Amelia Andriani Amellia Mel Andre Suryanto Andrew Lienata Anggita Petrareni Ardi Ardi Ardi Ardi Ardi Ardi Aulia Hidayati Benedicta Gisela Camay Octivanny Brittney E. D. Halik Carin Cyntya Carolin Cavin Giovani Chandra, Priscillia Chandra, Yanto Chelsy Philycia Chintya Nur Chintya Nur Christian Niscal Ziliwu Cindy Octavia Cindy Octavia Cory Primaturia Crizki Arouw Darlene, Ashley Data Tsabitha Davis, Michael Dwi Saputro Ellen Theodora Elvitriana Intan Novita Fanny Mutiara Dewi Felicia Yuliana Halim* Fellicia, Nadilla Fortunatus, Angela Eunike Franzeska Olivia Indra Putri Franzeska Olivia Indra Putri Gading, Siska Tamara Giovanna Putri Andrian Gitarja, Widasari Sri Grestanty Christie Kadang Halim Wijaya, Yulisa Halim, Irwanto Helen Novi Yanto Hendra Achmadi, Hendra Ian Nurpatria Suryawan Ian Nurpatria Suryawan Indrati Indrati Indriawaty Rizky Siregara Innocentius Bernarto, Innocentius Jefta Julian Jessica Nethania Arunde Jessica Tedja Johan Prapta Wijaya Julian, Christopher Ryan Kho , Ardi Kusuma Putri, Cornellia Aninda Leonardo M. Canoy, Jr Linardy, Regina Fortunata Marine Novita Maureen Arthajaya Mega Irene Agustina Meilani, Yohana F Cahaya Palupi Melayanto, Yanuedi Meron, Marsando Michael Gabriel Djioe Michael Rusiviro Jacob Michele Gracia Rusli Myrazteeva Charity Jacquelanne Mondigir Nathanael, William Nico Adityo Utomo Niki Sanjaya Prasetyo, Stephen Sugiarto Primaturia, Cory Priyanto, Benita Novitasari Priyanto Pungus, Toar Purba, Mien Shavero Raymond Ferdinand Ronnie Resdianto Masman Rudy Kurniawan Safira Janice Prasetyo Salim, Nicko Christian sandra dewi Sanjaya, Mikael Satria, Briesha Aurevella Putri Satyawati Satyawati Satyawati Setyono, Clarissa Angelina Sherlyta, Puty Shweta Chandru Bhavnani Simowibowo, Suryana Litana Sobirov, Bobur Soetmato, Karen Sri Hartati Kartoyo Stephanie Regina Sunarjo , Richard Andre Sunarjo, Richard Andre Sylvia Samuel Tannia Meyana Tanoto, Kevin Richardo Teh Harianto Theresia Suryadi Thoe, Tamara Gita Pramana Putri Timotius, Timotius Trenvaldo Gunawan Valdio Valdio Venesia Venesia Wiguna, Nathania Wijaya, Legina Halim William M. Tan William Marvincent Tan Wilson James Metasurya Loa Wina Cita Yunita Wuisan, Dewi Yohana F. Cahya Palupi Meilani Yohana Meilani Palupi Yonathan Hosea Yunna, Weng