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All Journal Media Ekonomi dan Manajemen Jurnal Ilmiah Teknik Industri PERFORMA : Media Ilmiah Teknik Industri
Eko Pujiyanto
Sebelas Maret University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering

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Designing The Proposed Improvement of TIX ID Online Cinema Ticket Purchase Service Quality Julya Ditazha; Eko Pujiyanto; I Wayan Suletra
Jurnal Ilmiah Teknik Industri Vol. 19, No. 02, December 2020
Publisher : Department of Industrial Engineering Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v19i2.11540

Abstract

TIX ID is application in Indonesia that provides new experiences in purchasing cinema tickets. The success of a company can be seen from service quality in fulfilling the satisfaction of customers. Therefore, the purpose of this study is to designing the proposed improvement TIX ID online cinema ticket purchase service quality. This study was conducted in three stages, namely testing the hypotheses of the relationship between variables using PLS-SEM, measuring service quality using the servqual method, and designing the proposed improvement. The result of this study is e-service quality has a significant effect on e-satisfaction and e-loyalty. In addition, the dimensions of e-service quality are dominant effect on the low TIX ID service quality is compensation, with a gap of 27%. Recommendations for improvement are providing customer access to be able to contact customers service directly and SOP of the cooperation TIX ID and DANA.
Understanding Muzakki Loyalty in Eastern Indonesia: The Role of Sharia Governance, Religiosity, and Satisfaction Mei Susanto; Eko Pujiyanto; Retno Wulan Damayanti
Media Ekonomi dan Manajemen Vol 41, No 1 (2026): January 2026
Publisher : Fakultas Ekonomika dan Bisnis UNTAG Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/mem.v41i1.6789

Abstract

This study investigates the determinants of Muzakki loyalty by developing an integrated model that incorporates sharia governance, trust, religiosity, satisfaction, and willingness to pay more. The research focuses on Muzakki who pay zakat through the National Zakat Board (Baznas) in Central Maluku Regency, Ambon City, and Buru Regency. Using a quantitative approach, the study employs Partial Least Squares-Structural Equation Modeling (PLS-SEM) to analyze data obtained from 172 respondents selected through purposive sampling. The findings reveal that sharia governance strengthens Muzakki trust, religiosity enhances satisfaction, and satisfaction plays a central role in driving loyalty. The results suggest that improving transparency, accountability, and sharia compliance can reinforce trust and overall satisfaction. Enhancing service quality and nurturing religious commitment are equally important to cultivate stronger loyalty. This study highlights the strategic importance of robust sharia governance and service excellence in sustaining long-term Muzakki engagement in zakat management across Maluku Province.
Analisis Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Sistem Pembayaran Netflix Jeehad Muhammad Syafiq Urbayani; Eko Pujiyanto; Fakhrina Fahma
Performa: Media Ilmiah Teknik Industri Vol 21, No 2 (2022): Performa: Media Ilmiah Teknik Industri
Publisher : Industrial Engineering, Faculty of Engineering, Universitas Sebelas Maret

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20961/performa.21.2.57763

Abstract

Masa pandemi memaksa masyarakat membatasi seluruh aktivitas di luar ruangan seperti pekerjaan, pendidikan, dan hiburan. Industri perfilman turut terkena dampaknya sehingga masyarakat tidak bisa menyaksikan penayangan film di bioskop. Masyarakat menonton film hanya dari rumah melalui media streaming film digital. Salah satu media streaming film terbesar saat ini adalah Netflix. Netflix mendapatkan 37 juta pelanggan baru selama masa pandemi. Hal ini perlu dijaga dengan memperhatikan kualitas layanan Netflix. Kualitas layanan yang paling banyak dikeluhkan pelanggan adalah kualitas layanan sistem pembayarannya. Untuk itu dilakukan penelitian mengenai pengaruh kualitas layanan (­e-Service Quality dan e-Recovery Service Quality) terhadap kepuasan pelanggan (e-Satisfaction) dan loyalitas pelanggan (e-Loyalty). Penelitian dilakukan dengan metode Structural Equation Modeling (SEM) menggunakan software SmartPLS. Pengembangan alat ukur kuesioner menunjukkan terdapat 11 dimensi yang menjadi dasar pembuatan kuesioner dan dibagikan kepada 150 responden pelanggan Netflix. Hasil penelitian telah menunjukkan bahwa e-Service Quality berpengaruh signifikan secara positif terhadap e-Satisfaction, e-Recovery Service Quality berpengaruh signifikan secara positif terhadap e-Satisfaction, dan e-Satisfaction berpengaruh signifikan secara positif terhadap e-Loyalty.
Co-Authors Fakhrina Fahma I Wayan Suletra Jeehad Muhammad Syafiq Urbayani Julya Ditazha Mei Susanto Retno Wulan Damayanti