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All Journal Jurnal Ilmu Sosial dan Humaniora Jurnal Ilmu Komunikasi Adi Widya : Jurnal Pengabdian Masyarakat International Journal of Social Science and Business Daengku: Journal of Humanities and Social Sciences Innovation Jurnal Riset Manajemen dan Bisnis Innovative: Journal Of Social Science Research Journal of Advances in Accounting, Economics, and Management
Annie Susanto
Universitas Kristen Satya Wacana
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Intercultural Communication of Indian Cultural Dimensions Through Indonesian Secretary’s Perspective Yunita Budi Rahayu Silintowe; Annie Susanto
Jurnal ILMU KOMUNIKASI Vol. 15 No. 2 (2018)
Publisher : FISIP Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (301.546 KB) | DOI: 10.24002/jik.v15i2.1460

Abstract

The purpose of this research is to analyze the business communication between Indonesian secretaries and expatriate leaders from India in multinational companies. It is a descriptive qualitative research, using interview and FGD. The findings of this reserach, according to Trompenaars’ Cultural Dimensions, shows that the Indian expatriate leaders and Indonesian secretaries have differences in two dimensions, Neutral-Emotional and Achievement-Ascription. If those cultural differences are ignored, they may be potential creating interference in the communication process.
The Influence of E-Trust, User’s Experiences, and Brand Equity on Gen Z Female Customers E-Loyalty Towards Imported Cosmetics Brands Through Customers E-Satisfaction Retno Tri Handayani; Annie Susanto
International Journal of Social Science and Business Vol. 4 No. 2 (2020): May
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/ijssb.v4i2.25727

Abstract

In this era, globalization as well as the emergence of technology has led to online shopping trend especially among Generation Z who could not be separated from technology. This trend has also created an open market for countries to distribute their products. In any online businesses, e-loyalty and e-trust have been some of the important issues that might create obstacles on having long-term profits because lack of/low customer loyalty. Therefore, this study aimed at analysing and finding the influence of E-Trust, User’s Experiences, and Brand Equity on Gen Z female Customers’ E-Loyalty towards imported cosmetics brands through Customers’ E-Satisfaction. The population of this study was Gen Z female community in Indonesia with the samples of 200 respondents taken by non-probability sampling technique. The qualitative method used in this study was supported by the data collection through questionnaires spread in three areas; Central Java, West Java and outside Java. The data analysis method used was multiple linear regression analysis. The result showed that E-Trust in this study did not have a positive effect on Customers’ E-satisfaction while User’s Experiences and Brand Equity had positive effects on Customers’ E-Satisfaction. Other than that, Customers’ E-Satisfactions did not mediate the influence of E-Trust, User’s Experiences and Brand Equity on Customers’ Loyalty.
PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING Willy Setiawan Hendarta; Annie Susanto
Jurnal Riset Manajemen dan Bisnis Vol 14, No 1 (2019): Jurnal Riset Manajemen & Bisnis
Publisher : Fakultas Bisnis UKDW

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21460/jrmb.2019.141.313

Abstract

This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.
Upward Intercultural Communication in Multinational Company: What Matters the Most Annie Susanto; Yunita Budi Rahayu Silintowe; Rosaly Franksiska; Johnson Dongoran
Jurnal Ilmu Sosial dan Humaniora Vol 12 No 1 (2023)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jish.v12i1.51242

Abstract

Effective communication is necessary at work, especially when it involves different cultures. To avoid cultural conflicts, parties involved in communication should realize the barriers hindering the communication process. This research explored and mapped the upward intercultural communication barriers within multinational companies in Indonesia and the factors contributing to those barriers. This qualitative research involves 16 employees from nine multinational companies as informants. In this research, the superiors and the subordinates are from different cultural backgrounds. The informants of this study were selected through a snowball approach, starting at several companies in an industrial area in Central Java. The informants were contacted and given several questions such as age, length of employment, and superior’s characteristics as a control variable. The next step was an interview of informants using open-ended interview guides. For triangulation, after all the interviews, FGDs were held two times, and last, for confirmation, the informants were asked to comment on or revise the data. The general barriers found in this research were semantics (in terms of language), physical (in terms of physical distance), and contextual (in terms of working system disapproval). The factors contributing to those barriers are stereotypes, perceptions, and educational backgrounds and experiences.
Pengenalan Digital Marketing melalui Sosial Media dan Website dalam Mendorong Optimalisasi Pemasaran pada UMKM House Of Duren Salatiga Febrian, Nathaniel; Megarityonisty, Chrisyela Merta; Diajeng Widya, Tekla Rindu; Dethan, Adeleida; Marito Sihotang, Hellen Adriana; Susanto, Annie
Adi Widya : Jurnal Pengabdian Masyarakat Vol 8 No 1 (2024): Adi Widya: Jurnal Pengabdian Masyarakat
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33061/awpm.v8i1.10008

Abstract

Tujuan dari kegiatan pengabdian masyarakat pada UMKM ini yaitu untuk meningkatkan optimalisasi pemanfaatan platform digital. House of Duren merupakan UMKM yang membutuhkan bantuan berupa pelatihan dan pendampingan. Metode yang digunakan dalam kegiatan ini adalah dengan memberikan materi pelatihan dan pendampingan terkait optimalisasi media sosial dan merancang website UMKM House Of Duren. Kegiatan tersebut meliputi pelatihan dan pendampingan dalam merancang content plan menggunakan Google Spreadsheet, membuat desain konten menggunakan aplikasi Canva, dan mengembangkan website menggunakan Google Sites. Kegiatan-kegiatan tersebut dirancang sedemikian rupa sehingga nantinya House of Duren dapat secara mandiri terus melakukan perencanaan, perancangan, dan pemeliharaan konten & website.
Optimalisasi Digital Marketing pada Kedai 57 Melalui Media Sosial Intagram dan TikTok Hosea Ali Gothe Dewangga; Marchel Valdy; Ikmal Yasra; Allif Zidna Rosyadi; Roisul Umam; Susanto, Annie
Adi Widya : Jurnal Pengabdian Masyarakat Vol 8 No 2 (2024): Adi Widya: Jurnal Pengabdian Masyarakat
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33061/awpm.v8i2.10917

Abstract

In this digital era, MSME players should utilize digital media as a marketing strategy for their products so that consumers become more familiar with the products produced by these MSMEs. This community service activity aims to help Kedai 57 which operates in the food and beverage sector in optimizing digital marketing through social media Instagram and TikTok as well as digital media Google Maps, Google Site and Email Business as marketing tools and QRIS to facilitate transactions at Kedai 57 . This activity is carried out by creating Instagram and TikTok social media accounts, planning and creating content, as well as training in using social media as well as developing digital media Google Maps, Google Site, and Email Business and QRIS. The results of this activity show that there has been an increase in the average daily income generated by Kedai 57. The increase in average daily income can be seen from the average daily income in April 2024 before community service and the average daily income in May and June 2024 when community service is carried out. This community service activity has provided assistance to Kedai 57 in developing its business and provided knowledge and understanding of implementing digitalization for MSMEs in general and digital marketing in particular.
Pengaruh Promosi, Kualitas Program Studi, Biaya Pendidikan Dan Lokasi Kampus Terhadap Keputusan Mahasiswa Memilih Program Studi S1 Manajemen Feb UKSW Asri, Mei Monika; Susanto, Annie
Innovative: Journal Of Social Science Research Vol. 3 No. 6 (2023): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

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

Abstract

Program Studi S1 Manajemen FEB UKSW, mengalami penurunan jumlah mahasiswa baru dalam jangka waktu 3 tahun terakhir. Hal ini mengindikasikan adanya persoalan terkait keputusan mahasiswa memilih Program Studi S1 Manajemen. Untuk itu dilakukan penelitian yang bertujuan untuk mengetahui pengaruh Promosi, Kualitas Program Studi, Biaya Pendidikan dan Lokasi Kampus baik secara parsial maupun secara simultan terhadap keputusan mahasiswa memilih Program Studi S1 Manajemen FEB UKSW. Penelitian ini menggunakan metode kuantitatif dimana data yang digunakan adalah data primer. Data diperoleh dari survei menggunakan alat bantuberupa kuesioner yang sudah divalidasi dan diuji reliabilitasnya. Analisis data menggunakan teknik deskriptif kuantitatif. Uji asumsi klasik yang digunakan dalam penelitian ini meliputi uji normalitas, uji multikolinearitas, dan uji heteroskedastisitas. Hipotesis penelitian ini diuji dengan Uji F dan Uji T. Berdasarkan hasil analisis regresi berganda melalui Uji F, dapat diketahui bahwa nilai signifikansi sebesar 0,000 atau kurang dari 0,050 yang berarti variabel Promosi, Kualitas Program Studi, Biaya Pendidikan, dan Lokasi Kampus secara bersama-sama mempengaruhi keputusan memilih Program Studi S1 Manajemen FEB UKSW. Nilai R Square adalah sebesar 0,719 memperlihatkan keputusan memilih Program Studi S1 Manajemen FEB UKSW, sebesar 71,9% dijelaskan oleh perubahan variabel Promosi, Kualitas Program Studi, Biaya Pendidikan, dan Lokasi Kampus, serta sisanya dipengaruhi variabel lain yang tidak diteliti. Hasil Uji T menunjukkan bahwa semua variabel dependen, memiliki nilai signifikansi kurang dari 0,050 sehingga dapat disimpulkan variabel Promosi, Kualitas Program Studi, Biaya Pendidikan, maupun Lokasi Kampus secara parsial berpengaruh terhadap keputusan memilih Program Studi S1 Manajemen FEB UKSW.
The Effect of Using Tiktok Shop Live Streaming, Price Discounts and Free Shipping on Skintific Skincare Purchase Decisions Sin, Virda Mei; Susanto, Annie
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 5 No. 1 (2025)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.daengku3265

Abstract

This study investigates the influence of TikTok Shop live streaming, discount promotions, and free shipping offers on the purchasing decisions of Skintific skincare products among university students. Given the increasing use of social media platforms for e-commerce, particularly TikTok, live streaming has emerged as an interactive marketing strategy. A quantitative research approach was used, with survey data collected from university students, who were chosen due to their familiarity with technology and diverse skincare needs. Multiple regression analysis was employed to determine the impact of each independent variable on purchasing decisions. The findings indicate that live streaming and free shipping significantly influence consumers' decisions to purchase Skintific skincare, while discount promotions do not have a significant effect. The results suggest that interactive and engaging live streaming content, as well as free shipping, are effective in driving purchases, whereas discounts may not always lead to increased consumer interest. These findings provide practical insights for marketers to prioritize engaging live streaming and strategic free shipping offers while reconsidering the role of discounts
Customer Satisfaction as the Mediating Variable Between Customers Value and Customer Loyalty Astari, Kiptya Nur; Rahayu Silintowe, Yunita Budi; Susanto, Annie
Journal of Advances in Accounting, Economics, and Management Vol. 3 No. 1 (2025): September
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/aaem.v3i1.826

Abstract

Growth in the cosmetics industry has encouraged the emergence of various beauty products in the Indonesian market, including beauty clinics. Beauty clinics offer beauty products and special treatments, ranging from face to whole-body treatments. The factors that encourage the customers to use a beauty clinic’s products are customers values. This research aimed at analyzing the impact of customers values on customers loyalty mediated by customers satisfaction variable. The sampling method in this research was simple random sampling, with 188 respondents, who were the customers of Natasha Skin Clinic Center, as the research objects. The data were analyzed using path analysis method. The result revealed that customers values significantly influenced customers satisfaction, and customers satisfaction significantly influenced customers loyalty. Customers values significantly influenced customers loyalty only if it was mediated by customers satisfaction, and did not directly influence customers loyalty
Co-Authors Allif Zidna Rosyadi Asri, Mei Monika Astari, Kiptya Nur Dethan, Adeleida Diajeng Widya, Tekla Rindu Febrian, Nathaniel Hosea Ali Gothe Dewangga Ikmal Yasra Johnson Dongoran Marchel Valdy Marito Sihotang, Hellen Adriana Megarityonisty, Chrisyela Merta Rahayu Silintowe, Yunita Budi Retno Tri Handayani Roisul Umam Rosaly Franksiska Sin, Virda Mei Willy Setiawan Hendarta Yunita Budi Rahayu Silintowe