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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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Influencing factors of customer satisfaction and purchase decision in Apple products: English Fellicia, Nadilla; Berlianto, Margaretha Pink
Enrichment : Journal of Management Vol. 14 No. 5 (2024): December: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v14i5.2139

Abstract

This study analyzes the influence of Corporate Social Responsibility, Social Media Marketing (SMM), Store Environment, Sales Promotion, and Perceived Value on purchasing decisions for Apple products.”The path analysis method with the PLS-SEM approach was used on 265 respondents, with data collected through an online questionnaire with a Likert scale of 5. The results show that Corporate Social Responsibility, Social Media Marketing, Store Environment, and Satisfaction significantly affect purchasing decisions. Satisfaction with Trust also has a significant effect. Meanwhile, Perceived Value and Sales Promotion don’t substantially affect Purchase Decisions. The practical implication is that companies must strengthen Corporate Social Responsibility, Social Media Marketing, and shopping experiences and evaluate promotional strategies to influence purchasing decisions more effectively. Companies should strengthen Corporate Social Responsibility initiatives, enhance social media marketing strategies, and improve the store environment to impact customer satisfaction and purchasing decisions. Promotional strategy should be carefully evaluated, as Sales Promotion alone does not significantly affect purchase behavior. This research gives insightful ideas for brand managers aiming to enhance marketing strategies, maintain customer engagement, and sustain a competitive advantage
FAKTOR-FAKTOR YANG MEMPENGARUHI NIAT BELI DI PLATFORM BLIBLI Julian, Christopher Ryan; Berlianto, Margaretha Pink
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 5 (2024): Journal of Economic, Bussines and Accounting (COSTING)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i6.13233

Abstract

ABSTRAK Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi minat beli konsumen pada aplikasi e-commerce Blibli. Hasil penelitian menunjukkan bahwa sikap, persepsi kemudahan penggunaan, kegunaan, dan evaluasi alternatif berpengaruh positif terhadap minat beli, sedangkan kepercayaan hanya berpengaruh positif jika dimediasi oleh sikap, dan persepsi nilai tidak berpengaruh signifikan terhadap minat beli. Penelitian ini menyarankan agar Blibli perlu meningkatkan kepercayaan konsumen melalui transparansi dan komitmen, memperkuat sikap positif dengan pengalaman interaktif, dan menyederhanakan penggunaan aplikasi. Keterbatasan penelitian meliputi fokus pada wilayah geografis tertentu yang dapat memengaruhi generalisasi hasil. Kata Kunci: Minat Beli, E-Commerce, Blibli, Upaya Kognitif
Factors That Influence Brand Loyalty on Scarlett Whitening Products Theresia Suryadi; Margaretha Pink Berlianto
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 4 (2024): Proceedings of the 4th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

This research aims to analyze the factors that influence brand loyalty for Scarlett Whitening products. The population of this study was domiciled people in Jakarta, Bogor, Depok, Tangerang and Bekasi who had used Scarlett Whitening products using a purposive sampling technique and distributing questionnaires to a total of 265 respondents. Data was analyzed using PLS-SEM. The results showed that advertising spending, attitudes towards advertising, and value congruity have a positive effect on brand identification and brand image. Brand identification has a positive effect on brand image, brand engagement, brand love and brand loyalty. Brand image has a positive effect on brand love. Brand engagement and brand love have a positive effect on brand loyalty.
Does Perceived Ease of Usefulness and Perceived Usefulness Effect Customer Attitude and Satisfaction in Social Commerce Margaretha Pink Berlianto; Fanny Mutiara Dewi; Helen Novi Yanto; William M. Tan; Aulia Hidayati
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 4 (2024): Proceedings of the 4th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

As social media commerce has become extremely popular and an integral part of the world economy in recent years, identifying the factors influencing consumer attitudes towards social media sites has become a significant goal of many researchers in academia and industry. This study aims to identify factors that predict consumer attitudes and satisfaction towards using Instagram. This study uses 190 respondents who are in Jabodetabek using convenience sampling. The results showed that Perceived usefulness has a positive effect on attitude and satisfaction, Perceived ease of use has a positive effect on satisfaction, and customer attitude has a positive effect on satisfaction. This research successfully contributes that social commerce business actors need to pay attention to the perceived usefulness and perceived of use of the social commerce they manage and need to improve customer attitudes towards their social commerce.
ANTECEDENTS AND CONSEQUENCES EFFECT OF PATIENT SATISFACTION IN XYZ HOSPITAL Satyawati, Satyawati; Berlianto, Margaretha Pink
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 2 (2022): Proceedings of the 2nd International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

Purpose - This research aims to analyze the antecedents and consequences effect of patient satisfaction on patient loyalty in XYZ hospital BogorDesign/Methodology/Approach -This study used quantitative research and data collection was collected using questionnaire. The target population of this research were in patient at XYZ hospital  and willing to be respondents of this research. The number of samples were determined to be which 212 samples.  The sampling technique use was purposive sampling. Partial Least Square-Structural Equation modelling (PLS-SEM) is applied to this study.Findings - The result of data analysis showed that  quality of object, quality of  infrastructure, quality of interaction, dan quality of atmosphere have positive effect  on patient satisfaction,  Quality of process has  a negative effect on patient satisfaction. Lastly patient satisfaction have positive effect on patient loyaltyResearch Limitations/Implications - This research only focuses on hospitalized patient, limitation time and only at one hospital. The focus on this research to analyze the effect of 5Q service quality : quality of object, quality of process, quality of  infrastructure, quality of  interaction, quality of  atmosphere on patient satisfaction, and  patient satisfaction on patient loyaltyPratical Implication - The result of data analysis, XYZ hospital can improve quality of object, quality of  infrastructure, quality of  interaction, quality of  atmosphere and redesign the quality of process to increase patient satisfaction and patient loyaltyOriginality/Value - This research gives information to XYZ hospital management to make improvement and further planning how to increase service quality effort to increase  the patient satisfaction and the patient loyalty
FACTORS THAT AFFECT CUSTOMER SATISFACTION IN ONLINE SHOPPING FOR MULTIVITAMIN SUPPLEMENT DURING PANDEMIC OF COVID-19 IN INDONESIA Primaturia, Cory; Berlianto, Margaretha Pink
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 2 (2022): Proceedings of the 2nd International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

The online purchase of multivitamins during the COVID-19 pandemic has increased significantly because of not only the fact that until now there is no specific treatment for the infection but also the fear of being infected. Purpose - This study aims to investigate the direct influence of determinant factors of customer satisfaction, and the mediating factors of customer satisfaction and fear of COVID-19 in increasing repurchase intentions during the pandemic on multivitamin and micronutrient. Design/Methodology/Approach - This study used quantitative research and data collection was collected using questionnaire. The target population of this research were people that have purchased online multivitamin in e- commerce in Indonesia during pandemic COVID-19. The number of samples were determined to be which 235 samples. The sampling technique use was purposive sampling. Partial Least Square-Structural Equation modelling (SEM-PLS) is applied to this study. Findings - The study result indicated that the repurchase intention was positively affected by customer satisfaction that effected by site design, product price, time saving, product information linked to customer satisfaction and directly influenced by the fear of COVID-19. Research Limitation/Implication - This study only focuses on security, site design, product prices, product quality, product delivery, time, and product information. There are still many other variables that can affect consumer satisfaction in influencing repurchase intention. Practical implication - This study suggests that to retain repurchase intention during this pandemic, practitioner of m-commerce should increase their customer satisfaction by improving the determinant factors of e-commerce and taking emotional factor into consideration.Original/value - This journal provides input for online shopping platform management to pay more attention to factors that are important to be maintained and improved in order to increase consumer satisfaction which will positively affect repurchase intention. 
The Influence of Brand Experience, Perceived Value, Brand Preference, and Customer Satisfaction on Repurchase Intention at Mixue Beverage Stores in Indonesia Carolin; Margaretha Pink Berlianto
Jurnal Manajemen (Edisi Elektronik) Vol. 16 No. 1 (2025): Jurnal Manajemen (Edisi Elektronik)
Publisher : UPT Jurnal & Publikasi Ilmiah SPs Universitas Ibn Khaldun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/jm-uika.v16i1.17759

Abstract

This study examines the influence of brand experience, perceived value, brand preference, and customer satisfaction on repurchase intentions within the competitive landscape of the international beverage market, focusing on Mixue's operations in Indonesia. Amidst the challenges of globalization, where emotional and psy-chological customer responses significantly affect purchasing de-cisions and brand loyalty, this research aims to delineate the fac-tors critical to consumer retention strategies. Utilizing a quantita-tive approach, data were collected from 163 respondents in the Greater Jakarta area, all of whom had recent transactions with Mixue. The analysis, conducted using the Partial Least Square Structural Equation Model (PLS-SEM), demonstrates that brand experience, perceived value, brand preference, and customer sat-isfaction each significantly enhance repurchase intentions. These findings underscore the importance of sensory and emotional en-gagement in improving brand perception and satisfaction, which are pivotal in driving customer loyalty and repeat business. Con-sequently, the study suggests that beverage companies should fo-cus on optimizing these elements through strategic sensory brand-ing and reasonable pricing to bolster brand preference and sus-tain growth in a highly competitive environment.
Rebranding as an Economic Strategy: Linking Brand Transformation to Customer Satisfaction and Organizational Performance in the Banking Industry Melayanto, Yanuedi; Berlianto, Margaretha Pink
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 2 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i2.7258

Abstract

To compete, the banking industry needs to make various innovations, one of which is re-branding its brand. This study aims to investigate the effect of the rebranding strategy conducted by KB Bukopin on customer satisfaction and performance. The quantitative method was used, involving 187 respondents in the Jabodetabek area who were customers of KB Bank. The population of this research is KB Bank customers. The results showed that band personality and brand elements affect performance and satisfaction, while brand identity only has a positive effect on brand performance. The band name has no effect on satisfaction and performance. Satisfaction affects trust but has no effect on performance. Trust was also found to have no effect on performance in this context. This research successfully adds to the literature on brand strategy theory. The managerial implications of KB Bank's rebranding suggest that changing name, personality, and brand elements will directly improve satisfaction and performance.
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.
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