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All Journal Ekonomi Bisnis Akuntansi Krida Wacana Jurnal Manajemen. DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Komunikasi JURNAL EKONOMI PENDIDIKAN DAN KEWIRAUSAHAAN Jurnal Bisnis dan Akuntansi MBIA Prologia Jurnal Muara Ilmu Ekonomi dan Bisnis SABDAMAS Jurnal Manajemen Bisnis dan Kewirausahaan Jurnal Manajemen Jurnal Bakti Masyarakat Indonesia Jurnal Manajerial Dan Kewirausahaan International Journal of Application on Economics and Business Jurnal Akuntansi Jurnal Manajemen Maranatha
Keni Keni
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Peran Kepercayaan dan User Experience dalam Meningkatkan Loyalitas Pelanggan Marketplace Gunawan, Bryan Samuel; Keni, Keni
Jurnal Manajerial Dan Kewirausahaan Vol. 8 No. 1 (2026): Jurnal Manajerial dan Kewirausahaan
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmk.v8i1.36922

Abstract

E-commerce telah menjadi pilihan utama konsumen untuk membeli kebutuhan sehari-hari. Namun, persaingan yang ketat diantara marketplace dan perubahan pola belanja menyebabkan marketplace harus berfokus pada strategi mempertahankan pelanggan supaya tidak kehilangan pangsa pasar. Oleh sebab itu, penelitian ini ingin mengidentifikasi peran kepercayaan dan user experience dalam meningkatkan loyalitas pelanggan salah satu marketplace terbesar di Indonesia, serta peran mediasi perceived value pada pengaruh tersebut. Data penelitian ini dikumpulkan melalui Google Forms dan dianalisis menggunakan Partial Least Squares – Structural Equation Modeling (PLS-SEM) yang melibatkan pengguna aktif marketplace tersebut. Hasil analisis menunjukkan bahwa kepercayaan pelanggan meningkatkan loyalitas pelanggan karena pelanggan merasa aman dan yakin untuk kembali bertransaksi. User experience juga meningkatkan loyalitas pelanggan karena pelanggan merasa bahwa aplikasi mudah digunakan dan proses pembelian berlangsung secara lancar. Selain itu, perceived value memediasi secara positif dan signifikan pengaruh kepercayaan pelanggan dan user experience terhadap loyalitas pelanggan. Temuan ini diharapkan dapat memberi wawasan bagi perusahaan untuk meningkatkan keamanan platform, memperbaiki kualitas antarmuka, dan menyederhanakan fitur supaya pelanggan terus menggunakan marketplace secara jangka panjang. E-commerce has been consumer’s first option to purchase daily needs. However, tough competition between marketplaces and shifts on purchase behavior have urged marketplace to commit on retaining customers in order to prevent declining market share. Therefore, this study aims to identify the influence of trust and user experience in increasing customer loyalty on one of the biggest marketplace in Indonesia, as well as the mediating role of perceived value in these influences. Data were gathered by using Google Forms and analyzed by employing the Partial Least Squares – Structural Equation Modeling (PLS-SEM) method which involves active marketplace users. The analysis shows that trust enhances customer loyalty because customers feel safe and confident to make repeat purchases. User experience also improves customer loyalty because customers find the application easy to use and the purchasing process smooth. Moreover, perceived value mediates the effect of trust and user experience on customer loyalty positively and significantly. These findings are expected to guide companies to strengthen platform security, improve interface quality, and simplify features so customers continue using marketplace for the long term.
Pengaruh Kepercayaan, Live Streaming, dan Pengalaman Pelanggan terhadap Niat Beli Ulang Melalui Kepuasan Pelanggan Tanumiharja, Lita Marchella; Keni, Keni
Jurnal Manajerial Dan Kewirausahaan Vol. 8 No. 1 (2026): Jurnal Manajerial dan Kewirausahaan
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmk.v8i1.36947

Abstract

Penelitian ini bertujuan untuk mengkaji pengaruh kepercayaan, live streaming, dan pengalaman pelanggan terhadap niat beli ulang pada platform social commerce, dengan kepuasan pelanggan sebagai variabel mediasi. Data diperoleh melalui kuesioner online yang diisi oleh 170 mahasiswa Fakultas Ekonomi dan Bisnis Universitas Tarumanagara yang memiliki pengalaman berbelanja di platform social commerce, yang dipilih dengan menggunakan teknik purposive sampling. Analisis data dilakukan dengan metode PLS-SEM melalui software SmartPLS 4.0, yang mencakup pengujian model pengukuran dan model struktural. Hasil penelitian ini menunjukkan bahwa kepercayaan, live streaming, dan pengalaman pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan niat beli ulang. Selain itu, kepuasan pelanggan berpengaruh positif dan signifikan terhadap niat beli ulang dan memediasi secara positif dan signifikan pengaruh ketiga variabel independen tersebut terhadap niat beli ulang. Temuan tersebut menegaskan bahwa kepercayaan konsumen, fitur siaran langsung, dan pengalaman berbelanja yang positif berperan penting dalam membangun kepuasan pelanggan dan mendorong niat beli ulang pada platform social commerce. This study aims to analyze the influence of trust, live streaming, and customer experience on repurchase intention on social commerce platforms, with customer satisfaction as a mediating variable. Data were obtained through an online questionnaire from 170 students of the Faculty of Economics and Business of Universitas Tarumanagara, who had experienced shopping on social commerce platforms. The data was analyzed by using PLS-SEM method through SmartPLS 4.0 software, which include measurement model and structural model. The results indicated that trust, live streaming, and customer experience have a positive and significant effect on customer satisfaction and repurchase intention. Furthermore, customer satisfaction positively and significantly influences repurchase intention and mediates the influence of the three independent variables on repurchase intention. These findings confirmed that consumer trust, live streaming features, and shopping experience play a significant and positive role in building customer satisfaction and driving repurchase intention on social commerce platforms.
Daftar Isi Jurnal Manajerial dan Kewirausahaan Vol. 8, No. 1 Keni, Keni
Jurnal Manajerial Dan Kewirausahaan Vol. 8 No. 1 (2026): Jurnal Manajerial dan Kewirausahaan
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

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

Abstract

Membangun komitmen organisasi melalui efikasi diri: Dampak pelatihan dan kecerdasan emosional pada karyawan manufaktur Karawang Rizki, M. Nurul; Keni, Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 10 No 1 (2026): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v10i1.37223

Abstract

This study aims to examine the effect of employee training and emotional intelligence on organizational commitment with self-efficacy as a mediating variable. The sample was collected from employees in the manufacturing industry sector in the Karawang region using a purposive sampling technique and analyzed using SmartPLS version 4.1.1.5. The results indicate that employee training and emotional intelligence do not have a significant direct effect on organizational commitment. However, the study reveals that self-efficacy plays a full mediating role between employee training and emotional intelligence on the organizational commitment of manufacturing sector employees in Karawang. These results are expected to assist manufacturing companies in designing effective human resource development strategies and in retaining high-performing employees by strengthening their commitment to the organization. Penelitian ini bertujuan untuk menguji pengaruh pelatihan karyawan dan kecerdasan emosional terhadap komitmen organisasi dengan efikasi diri sebagai variabel mediasi. Sampel dikumpulkan dari karyawan sektor industri manufaktur di wilayah Karawang dengan menggunakan teknik purposive sampling dan dianalisis dengan SmartPLS versi 4.1.1.5. Hasil penelitian menunjukkan pelatihan karyawan dan kecerdasan emosional tidak berpengaruh secara signifikan terhadap komitmen organisasi, tetapi studi ini mengungkapkan bahwa efikasi diri memainkan peran mediasi secara penuh antara pelatihan karyawan dan kecerdasan emosional terhadap komitmen organisasi karyawan sektor manufaktur di Karawang. Hasil penelitian ini diharapkan dapat membantu perusahaan manufaktur dalam menyusun strategi pengembangan sumber daya manusia dan mempertahankan karyawan yang berprestasi agar tetap berkomitmen terhadap perusahaan.
Pengaruh corporate social responsibility terhadap harga saham melalui perilaku investor dengan peran pemerintah sebagai variabel moderasi Zai, Alex Frederickson; Keni, Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 10 No 1 (2026): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v10i1.37231

Abstract

This study examines the influence of Corporate Social Responsibility (CSR) on investor behavior and stock prices among companies listed in the SRI-KEHATI Index, positioning investor behavior as a mediating variable and government role as a moderating variable. The research also explores differences in investor responses and stock performance before, during, and after the COVID-19 pandemic. Employing a quantitative approach with a causal-comparative design, the study utilizes secondary data from annual reports, sustainability reports, and publications of the Indonesia Stock Exchange covering the 2019-2024 period. Data were analyzed using multiple regression, path analysis, and Moderated Regression Analysis (MRA). The findings indicate that CSR has a positive and significant impact on both investor behavior and stock prices, demonstrating that socially responsible practices not only strengthen corporate reputation but also enhance investor confidence. Furthermore, investor behavior mediates the relationship between CSR and stock performance, while the government’s role reinforces this relationship through regulatory support and policy alignment. Comparative analysis across the three pandemic phases reveals that CSR contributes to corporate resilience by maintaining investor trust and stabilizing market valuation during periods of uncertainty. Overall, the study underscores that sustained CSR implementation, combined with effective government intervention, fosters long-term market stability and strengthens firm value in the Indonesian capital market. Penelitian ini menganalisis pengaruh Corporate Social Responsibility (CSR) terhadap perilaku investor dan harga saham pada perusahaan yang tergabung dalam Indeks SRI-KEHATI, dengan perilaku investor sebagai variabel mediasi dan peran pemerintah sebagai variabel moderasi. Selain itu, penelitian ini menelaah perbedaan perilaku investor dan kinerja saham pada periode sebelum, selama, dan setelah pandemi COVID-19. Menggunakan pendekatan kuantitatif dengan desain kausal-komparatif, penelitian ini memanfaatkan data sekunder dari laporan tahunan, laporan keberlanjutan, dan publikasi Bursa Efek Indonesia selama periode 2019-2024. Analisis dilakukan melalui regresi berganda, analisis jalur, dan Moderated Regression Analysis (MRA). Hasil penelitian menunjukkan bahwa CSR berpengaruh positif terhadap perilaku investor dan harga saham, menandakan bahwa praktik tanggung jawab sosial tidak hanya memperkuat reputasi perusahaan, tetapi juga meningkatkan kepercayaan investor. Perilaku investor terbukti memediasi pengaruh antara CSR dan kinerja saham, sementara peran pemerintah memperkuat pengaruh tersebut melalui dukungan regulasi dan kebijakan yang selaras. Analisis perbandingan menunjukkan bahwa CSR berkontribusi pada ketahanan korporasi dengan menjaga kepercayaan investor dan stabilitas nilai pasar di tengah ketidakpastian ekonomi. Hasil penelitian ini menyimpulkan bahwa implementasi CSR yang konsisten, disertai dukungan kebijakan pemerintah yang efektif, mampu memperkuat stabilitas pasar dan meningkatkan nilai perusahaan di pasar modal Indonesia.
Perceived ease of use, trust, dan customer satisfaction sebagai prediktor terhadap repurchase intention Yanico Yanico; Keni Keni
Jurnal Manajemen Maranatha Vol 20 No 2 (2021): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v20i2.3244

Abstract

This study aimed to determine wheteher or not the perceived ease of use, trust, and customer satisfaction can predict repurchase intention at the e-commerce industry in Jakarta. This study applies online questionnaires that are distributed electronically for data collection. In data collection, 195 respondents participed in filling out the questionnaire, and 176 data could be processed in data processing. Data processing in this study used the PLS-SEM approach, which is using the help of SMART PLS software. Based on the results of data analysis in this study, researchers concluded that the perceived ease of use, trust, and customer satisfaction are significant in predicting repurchases intentions. The results of this research are expected to be information for e-commerce companies to establish strategies related to the use of applications in improving the ease of use of e-commerce applications in the form of ease of product search and ease of payment processing and delivery. In addition, the results of the research are expected that e-commerce companies can provide reliable services and reliable and guaranteed security systems to increase customer trust. Furthermore, e-commerce companies can develop various marketing programs to improve customer satisfaction.
Co-Authors Adrianto, Fajri Amelia, Ang Aristo, Evodius Arnaldo, Aron Bramasta, Arya Adi Buana, Salsabilla Ayundha Marthsa Buana, Salsabilla Ayundha Martsha Budiarto, Ferdian Calvin, Nicholas Celline, Aprilia Chandra, Cindy Chang, Kevin Chin, Tay Lee Clarence, Clarence David, Tonny Dharmawan, Purnama Dini Oktaviani Djaruma, Juwita Elis, Elis Emerald, Serena Evelina Larisa Sidharta Evelina Larisa Sidharta Febriany, Dessy Gunawan, Bryan Samuel Hadiwidjajalu, Kentji Halim, Christian Hartawan, Christofer Novrisatya Hartono, Ceri Hendi, Hendi Ica Rika Candraningrat Ida Puspitowati Immanuel, Sandy Johansen Johansen Jundrio, Harry Kawi, Jeffrey Saputra Kurniawan, Alwin Fajar Laurence, Kenny Leow, Janice Atalie Lerbin R. Aritonang R Liap, Valensia Fanny Ludya Lim, Sherliana Limanan, Caecelia Cynthia Ling, Ai Luki Lukmanul Hakim Maria, Ivonne Markus, Harris Marvinson, Gerry Massie, Andrew Christian Nicholas Wilson Nugraha, Tarsisius Bisma Nyotowidjojo, Kartika Sari Orlando, James Oscar, Yessica Osman, Feranvin Pauline, Delvina Pratamaputra, Dennis Putra, Alfen Dwi Putra, Thomas Wilson R. Aritonang R., Lerbin Richard Wisianto Risnawaty, Widya Rizki, M. Nurul Roshima, Ramos Ryan Sabrina O Sihombing Salim, Yovina Samuel Hendy Sandra, Kavira Kamate Sari, Melinda Ika Sari, Puspa Ratna Setiawan, Ronaldo Shirly Gunawan Sidharta, Evelina Larisa Simatupang, Natasya Theresia Soelaiman, Lydiawati Sofia Prima Dewi Sofia Prima Dewi Sudibyo, Arvin Sutini, Sandra Tanumiharja, Lita Marchella Tay Lee Chin Tjipto, Jovita Damayanti Valerian, Juan Valerie, Christian Vanessa Vanessa Veronica, Helen Warisadi, Alain Moelya Widya Octaviani Widya Risnawaty Wijaya, Valentino Wiranata, James Putra Wulandari, Dhea Asih Yanico Yanico Yeo, Wei Ming Yulianti Yulianti Yulianti Yulianti Yusi Yusianto Zai, Alex Frederickson Zukhrufa, Azka