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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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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

Show Abstract | Download Original | Original Source | Check in Google Scholar

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.
Influencing factors of switching intention from cash to mobile payments Wijaya, Legina Halim; Berlianto, Margaretha Pink
Enrichment : Journal of Management Vol. 14 No. 6 (2025): February: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v14i6.2169

Abstract

The use of technology has now been widely adapted to various human activities, one of which is in the payment process which currently uses a lot of technological innovation. This study objectives is to specify which factors that are considered to be able to influence the Switching Intention of visitors to XYZ Park in Cikarang in changing the habit of paying using cash by paying using mobile. This study is included in correlational research which is shown to determine the factors that influence a dependent variable. In this study, the population used was visitors to XYZ Park in Cikarang with a total of 263 respondents. Based on the result of the tests that have been carried out, it is known that the result produced by this study are Alternative Attractiveness, Inertia, and Monetary Value are proven to influence Switching Intention, while the variables Trust and Perceived of Security and Privacy do not have an effect on Switching Intention. Also, it is also known that Trust is an endogenous variable which is proven to be affected by Perceived Benefit and Perceived Risk. Also, Switching Costs is proven do not affect Inertia and Traditional Payment Habit is proven to affect Inertia
The role of social media activities towards brand image and its impact on satisfaction, emotional attachment, and repurchase intention in beauty products Yunna, Weng; Berlianto, Margaretha Pink
Enrichment : Journal of Management Vol. 14 No. 6 (2025): February: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v14i6.2186

Abstract

The beauty product industry in Indonesia has great potential, so it is important for manufacturers to be able to maintain loyal consumers in order to continue to grow. This study aims to test the effect of social media benefits, social media rewards, social media interactivity, and perceived quality on brand image, as well as the effect of brand image on emotional attachment, repurchase intention and satisfaction. Likewise with the effect of satisfaction on repurchase intention and brand commitment. This study was conducted quantitatively with a causal approach. This study was conducted on 233 Somethinc consumers obtained using purposive sampling, namely sampling with the criteria of consumers who have used Somethinc products at least once. The results of this study indicate that social media benefits, social media rewards and perceived quality have a significant and positive effect on brand image, while social media interactivity has no effect on brand image. The results also show that brand image has a significant effect on emotional attachment, repurchase intention and satisfaction, as well as a significant and positive effect of satisfaction on repurchase intention and brand commitment
The influence of influencer experience, trustworthiness, attractiveness, content usefulness, price of product and product quality on purchase behavior in wardah consumers Davis, Michael; Berlianto, Margaretha Pink
Enrichment : Journal of Management Vol. 14 No. 6 (2025): February: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v14i6.2187

Abstract

Product quality has a significant influence on purchasing behavior. The better the quality of Wardah beauty products, the more purchasing behavior on Wardah beauty products will increase, and vice versa, the worse the quality of Wardah beauty products, the more purchasing behavior will decrease. The results of this study are in accordance with previous research by Rahayu & Sudarmiatin (2022) showing that attractiveness has a significant influence on purchasing behavior. The results of this study are also in line with the statements of Rajalakshmi & Golden (2023) and Khasanah et al. (2023) showing that product quality can significantly influence consumer purchases. The cosmetics industry in Indonesia has always experienced significant growth and has the potential to have a large market in the ASEAN market, this potential then causes competitive market competition so it is important for managers to study consumer behavior. This study aims to test the effect of influencer experience, trust, attractiveness, content usefulness, product price and product quality on purchasing behavior in Wardah consumers. The study was conducted quantitatively on 177 respondents who were users of Wardah beauty products. The results of the study show that influencer experience, attractiveness and product quality have a significant influence on purchasing behavior, but influencer trust, influencer content usefulness and product price do not significantly influence purchasing behavior
Influencing Factors of Customers Brand Advocacy Starbucks Fortunatus, Angela Eunike; Berlianto, Margaretha Pink
Paradoks : Jurnal Ilmu Ekonomi Vol. 8 No. 2 (2025): Februari - April
Publisher : Fakultas Ekonomi, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/paradoks.v8i2.1198

Abstract

This study aims to determine the influence of Brand Experience (Sensory, Affective, Behavioral, and Intellectual) on Customer Satisfaction. Brand Trust and Brand Loyalty on Brand Advocacy. Customer Satisfaction, Brand Trust and Brand Loyalty as Mediating Variable. Descriptive research design used with a quantitative research method and non-probability sampling technique used with purposive sampling resulting in a sample size of 217 respondents. Questionnaire used to collect the data which then processed using the SmartPLS program version 4. The results indicates there’s no positive effectof SBE on Customer Satisfaction. There’s a positive efffect of ABE, BBE, and IBE on Customer Satisfaction. There’s a positive efffect of Customer Satisfaction on Brand Trust and Brand Loyalty. There’s a positive efffect of Brand Trust on Brand Loyalty. There’s a positive efffect of Brand Trust and Brand Loyalty on Brand Advocacy. his study has several implications for management, including coffee shop industry managers need to improve Affective, Behavioral, and Intellectual Brand Experience to elevate customer satisfaction, trust, and loyalty therefore brand advocacy will increase.
Faktor-Faktor yang Mempengaruhi Pelanggaran Disiplin Karyawan dan Strategi Pencegahan Pelanggaran Disiplin Di PT XYZ Dwi Saputro; Ardi Ardi; Margaretha Pink Berlianto
Jurnal Pendidikan Indonesia Vol. 6 No. 5 (2025): Jurnal Pendidikan Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i5.7830

Abstract

Pelanggaran disiplin kerja karyawan menjadi tantangan serius yang berdampak pada produktivitas, citra perusahaan, dan keharmonisan hubungan industrial. Studi ini dilakukan untuk mengidentifikasi faktor-faktor penyebab pelanggaran disiplin dan strategi pencegahan yang diterapkan oleh manajemen PT XYZ. Penelitian ini menggunakan pendekatan kualitatif dengan studi kasus. Data dikumpulkan melalui wawancara mendalam, observasi partisipatif, dan studi dokumentasi terhadap tujuh informan dari berbagai jenjang di PT XYZ. Teknik analisis menggunakan coding (open, axial, dan selective) untuk mengidentifikasi tema dan pola. Hasil penelitian menunjukkan bahwa terdapat beberapa faktor utama yang memengaruhi pelanggaran disiplin, yaitu kurangnya sosialisasi kebijakan, lemahnya pembinaan dari atasan, faktor keluarga, lingkungan kerja negatif, motivasi intrinsik yang rendah, kelemahan sistem pengawasan dan pelaporan, mekanisme pembenaran diri (rationalization), serta kepemimpinan yang tidak etis. Strategi yang efektif untuk mencegah pelanggaran meliputi penguatan sosialisasi, pelatihan dan mentoring rutin oleh atasan, penciptaan lingkungan kerja positif, perbaikan sistem pelaporan, serta penerapan kepemimpinan etis. Penelitian ini menekankan pentingnya pendekatan multidimensi untuk menjaga kedisiplinan dan integritas karyawan.
The Effect of Service Quality and Patient Satisfaction on Patient Loyalty with Patient Trust as an Intevening Variable Satria, Briesha Aurevella Putri; Margaretha Pink Berlianto
Jurnal Economic Resource Vol. 8 No. 2 (2025): September - February
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v8i2.1429

Abstract

This study aims to analyze the influence of service quality on patient satisfaction and the effect of patient satisfaction on patient trust in the context of health services. The method used is quantitative with a survey approach. The sample was selected using purposive sampling from 120 patients, who met the minimum sample requirements according to G*Power's calculation, which was 111 respondents. Data were analyzed using hypothesis testing to determine the significance of relationships between variables. The results show that not all dimensions of service quality have a significant influence on patient satisfaction. The dimensions of Process, Interaction, and Environment have a significant influence. where Process is the dominant factor in increasing patient satisfaction. In contrast, the dimensions of Tangibility, Reliability, and Responsiveness did not have a significant effect on patient satisfaction. In addition, the results of the study also revealed that patient satisfaction did not have a significant effect on patient trust, but patient trust had a significant positive effect on patient loyalty. The conclusion of this study states that improving the quality of the service process, interaction between medical personnel and patients, and the environment of health facilities need to be the main focus to improve patient satisfaction. Meanwhile, building patient trust is the main key to increasing patient loyalty to health care institutions. These findings provide strategic direction for healthcare management in designing and improving the quality of services to strengthen patient satisfaction and loyalty.
Impact of Talent Management, Job Satisfaction, and Commitment on Employee Retention Indrati, Indrati; Ardi, Ardi; Berlianto, Margaretha Pink
Jurnal Akuntansi, Keuangan, dan Manajemen Vol. 6 No. 3 (2025): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i3.4181

Abstract

Purpose: This study aimed to examine the effects of Recruitment & Selection, Teamwork & Management Support, Performance & Career Management, and Salary & Compensation on employees' Intention to Stay, with Job Satisfaction and Employee Commitment as mediating variables. Methodology/approach: This study employs a cross-sectional survey method. This strategy was chosen for its effectiveness because it enables the researcher to directly observe participants and gain insights into their characteristics within the workplace. Results/findings: The results show that Recruitment & Selection, Teamwork & Management Support, Performance & Career Management, and Salary & Compensation positively affect Job Satisfaction and Employee Commitment, which in turn enhance the Intention to Stay. Job Satisfaction and Employee Commitment also act as mediators in these relationships. Conclusion: All components of Ability Management positively influence Job Satisfaction and Employee Commitment, which in turn increase the Intention to Stay. The strongest relationship was between Employee Commitment and Intention to Stay, while the weakest was from Recruitment & Placement to Job Satisfaction. These findings emphasize the importance of employee satisfaction and commitment in talent retention. Limitations: This research included only 62 employees from PT XYZ, which might not accurately reflect the complete employee base of the organization or the broader manufacturing industry. Consequently, the results should not be universally applied to other companies with varying attributes. Contribution: This study combines key talent management factors and examines their impact on intention to stay through job satisfaction and employee commitment, offering deeper insights than previous research focusing on fewer aspects.
The Effect of Subjective Norm, Attitude, Product Price and Product Quality on Repurchase Intention of Skincare Brand Skintific Halim Wijaya, Yulisa; Margaretha Pink Berlianto
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 3 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i3.4116

Abstract

The potential growth of the skincare industry in Indonesia makes Indonesia a competitive market, triggering manufacturers to strive to prevent customers from falling to other competitors. Retaining existing customers is the cheapest and easiest option for managers to take, because in a competitive industry it is quite difficult to acquire new customers. This study aims to examine the influence of subjective norms, attitudes, product prices and product quality on repurchase intentions. The study was conducted quantitatively on 262 users of Skintific products from workers working in Jabodetabek. The results showed that subjective norms, product prices and product quality were able to significantly and positively influence repurchase intentions, but product quality was not able to significantly influence repurchase intentions.
Assessing the Economic Impact of Service Quality on Customer Satisfaction, Trust, and Loyalty in Lion Air Indonesia Linardy, Regina Fortunata; Berlianto, Margaretha Pink
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 4 (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.v6i4.8383

Abstract

Air transportation is an efficient mode of travel for covering long distances in a short period, and currently, more options are available to the public through various airlines. One of the dominant airlines in Indonesia’s domestic market is Lion Air, with a market share reaching 29.7% in 2021. However, despite its large sales volume, Lion Air frequently faces criticism regarding the quality of service provided to customers. This study aims to analyze the influence of factors such as reliability, assurance, responsiveness, facilities, and employees on customer satisfaction, customer trust, and customer loyalty in Lion Air. The respondents of this research are 137 customers who have used Lion Air services for domestic flights. The data obtained were analyzed using Smart PLS 3 to test the structural model and hypotheses. The results show that assurance and employee variables have a significant effect on customer satisfaction. Furthermore, customer satisfaction has a significant and positive impact on customer trust and customer loyalty. This indicates that good assurance and employee factors can increase customer satisfaction, which in turn influences trust and loyalty toward Lion Air. Therefore, Lion Air needs to improve performance in these two variables to enhance customer satisfaction, ultimately affecting customer loyalty.
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