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All Journal International Journal of Evaluation and Research in Education (IJERE) Jurnal Siasat Bisnis Jurnal Manajemen Bisnis Jurnal Ekonomi Modernisasi JAM : Jurnal Aplikasi Manajemen Jurnal Manajemen Atma Jaya Jurnal Manajemen Teori dan Terapan EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis MIX : Jurnal Ilmiah Manajemen DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Manajemen dan Kewirausahaan (JMDK) Jurnal Bisnis, Manajemen, dan Informatika Journal of Governance MBR (Management and Business Review) Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Primanomics : Jurnal Ekonomi & Bisnis Jurnal Samudra Ekonomi dan Bisnis Jambura Economic Education Journal Jurnal Entrepreneur dan Entrepreneurship (JEE) International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Performa: Jurnal Manajemen dan Start-up Bisnis Jurnal Kajian Manajemen dan Wirausaha GUYUB: Journal of Community Engagement Riset: Jurnal Aplikasi Ekonomi Akuntansi dan Bisnis Jurnal Pengabdian dan Kewirausahaan Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Journal of Social Research International Journal of Humanities Education and Social Sciences Jurnal Locus Penelitian dan Pengabdian Jurnal Manajerial Bisnis Jurnal Ilmu Akuntansi Mulawarman (JIAM) Eduvest - Journal of Universal Studies Jurnal Abdimas Sosek (Jurnal Pengabdian dan Pembardayaan Masyarakat) Journal of Economics and Management Scienties Jurmas Azam Insan Cendikia Jurnal Ilmiah Kesehatan Sandi Husada
Teofilus Teofilus, Teofilus
Universitas Ciputra
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Customer Experience Dan Loyalitas Dalam Industri Kopi: Peran Mediasi Kepuasan Safa, Safa; Teofilus, Teofilus; Yono, Hilda Yunita
Jambura Economic Education Journal Vol 8, No 2 (2026): APRIL 2026
Publisher : Gorontalo State University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37479/jeej.v8i2.36438

Abstract

This study examines Maleena Coffee Roasters' customer experience and loyalty relation with satisfaction. An online survey of 160 active consumers aged 18 or older who had made at least two transactions in May–July 2025 collected data. PLS-SEM analysis revealed a positive and significant impact of Customer Experience on Satisfaction (β=0.947; p0.001) and Loyalty (β=0.583; p0.001). Additionally, Satisfaction also had a positive effect on Loyalty (β = 0.350; p 0.001). Partial mediation is found, with an indirect effect of 0.331 (t=4,009; p0,001), indicating that satisfaction only partially transmits the influence of Customer Experience to Loyalty. Results suggest emotional, social, and sensory dimensions primarily drive loyalty, especially among Gen Z, while functional aspects are channeled more through satisfaction. Practical recommendations include optimizing customer experience through enhanced interactions, operational consistency, emotional connection, and behavioral analytics to foster both direct and satisfaction-based loyalty.
Pengaruh inovasi produk terhadap loyalitas pelanggan: Mediasi keputusan pembelian, moderasi usia dan konformitas sosial Fiska Mekar Kustiani; Damelina Basauli Tambunan; Teofilus Teofilus
MBR (Management and Business Review) Vol 9 No 1 (2025)
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v9i1.12173

Abstract

This study examines the effect of product innovation on customer loyalty, focusing on purchase decision as a mediating role and age group and social conformity as moderating effects. Using a quantitative approach, this study applied regression analysis to questionnaire data, with a purchase frequency of three times in February 2025. The results show that product innovation has a positive effect on customer loyalty, product innovation has a positive effect on purchasing decisions, purchasing decisions have a positive effect on customer loyalty, purchasing decisions act as a mediating variable in the relationship between product innovation and customer loyalty, age group moderates the relationship between product innovation and customer loyalty at all ages, and social conformity strengthens the relationship between product innovation and purchasing decisions for consumers aged ≤ 34 years, while the same variable tends to weaken the relationship for consumers aged > 34 years.
Too Much to Digest: How Transparency and Social Buzz Fuel Gluten-Free Confusion Tjokro, Hadi Wijaya; Teofilus, Teofilus; Kaihatu, Thomas Stefanus; Efrata, Tommy Christian; Rizqi, Osama
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 14 No 2 (2026): April
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v14i2.9270

Abstract

This study aims to analyze the relationship between information transparency, information ambiguity, and information overload on gluten-free products, as well as the influence of social contagion on the relationship. The research method used is a survey by distributing questionnaires to consumers of gluten-free products. The results of the study indicate that there is a significant positive correlation between information transparency and information ambiguity, and a positive correlation between information ambiguity and information overload. In addition, social contagion has also been shown to moderate the relationship between these variables. These findings indicate that consumers want clear, complete, and relevant information about gluten-free products. However, they are often faced with ambiguous and excessive information, which can cause confusion and difficulty in making decisions. Social media plays an important role in disseminating information about gluten-free products, both accurate and inaccurate. This study suggests the importance of increasing information transparency, reducing ambiguity, and managing the dissemination of information through social media to increase consumer satisfaction with gluten-free products.
Creating the Perfect Storm: A New Perspective of Service Quality Rifdah Isyraq Rahmita; Teofilus Teofilus
Journal of Social Research Vol. 4 No. 11 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i10.2796

Abstract

This study aims to examine the influence of service quality and store atmosphere on store patronage with customer satisfaction as a mediating variable, as well as to test the moderating role of store atmosphere. The research object is Toko Salmah, a semi-modern retail store in Balikpapan. A quantitative approach was employed using a Likert-scale questionnaire distributed to 150 respondents selected through purposive sampling. Data were analyzed using Moderated Mediation Regression Analysis (MMRA) with PROCESS Macro Model 59 in SPSS. The results indicate that service quality has a positive and significant effect on customer satisfaction (b = 0.603; p < 0.001), and customer satisfaction has a positive and significant effect on store patronage (b = 0.556; p < 0.001). Furthermore, customer satisfaction mediates the effect of service quality on store patronage. However, store atmosphere was not found to be a significant moderator but acts as a direct predictor of customer satisfaction (b = 0.345; p = 0.006) and store patronage (b = 0.207; p = 0.021). These findings highlight that service quality and customer satisfaction are the primary drivers of customer loyalty, while store atmosphere contributes as a direct predictor rather than as a moderating factor. The study provides practical implications for local retailers in designing service strategies and shopping experiences that prioritize customer satisfaction.
Analisis Kualitas Layanan (Servqual) Pengelola Gedung KPK dengan Exploratory Factor Analysis (EFA) Andrie Francisco; Teofilus Teofilus; Eric Harianto
Jurnal Locus Penelitian dan Pengabdian Vol. 5 No. 5 (2026): JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v5i5.5688

Abstract

Komisi Pemberantasan Korupsi (KPK) adalah lembaga negara yang diberikan dukungan oleh pemerintah berupa infrastruktur gedung. Gedung KPK sangatlah penting untuk dikelola dengan baik agar dapat dimanfaatkan dengan aman dan nyaman oleh pengguna gedung serta untuk melindungi aset negara yang berada didalamnya. Sehingga, disusunlah proses bisnis pengelola gedung KPK sebagai langkah strategis dalam menciptakan kualitas layanannya. Tujuan penelitian adalah menganalisis determinan kualitas layanan dari sudut pandang pengguna gedung. Metodologi kuantitatif diterapkan melalui penyebaran kuesioner dan sample merupakan pegawai tetap dan tenaga kontrak yang bertugas didalam gedung KPK. Data dianalisis menggunakan aplikasi IBM SPSS 22. Jumlah sampel adalah 833 responden. Teknik analisis data adalah exploratory factor analysis (EFA), meliputi uji validitas, uji reliabilitas, dan evaluasi common method bias serta identifikasi dimensi servqual dari faktor yang terbentuk. Hasil menunjukkan bahwa kualitas layanan dipengaruhi oleh dimensi responsiveness, reliability, assurance, tangible, availability, empathy, device performance, safety, dan comfortable. Penelitian ini mengandung keterbatasan yang berpotensi memengaruhi hasil temuan, khususnya terkait faktor-faktor eksternal yang berasal dari karakteristik individu responden, seperti kondisi emosional, latar sosial, ekonomi, dan budaya.
DIGITAL TRANSFORMATION RESISTANCE AMONG ENGINEERING EMPLOYEES IN HIGH-RISE PROPERTY MANAGEMENT: THE ROLE OF UTAUT AND GENERATIONAL HETEROGENEITY Gusti Febriyanto; Cosmas G. Haryono; Teofilus Teofilus
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 10 No 2 (2026): IJEBAR: Vol. 10, Issue 2, June 2026
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v10i2.19616

Abstract

This study examines the effects of performance expectancy, effort expectancy, social influence, and facilitating conditions on digital transformation resistance among engineering employees in high-rise property management, while also assessing cross-generational heterogeneity. Using an explanatory quantitative design, data were collected through a survey of 150 respondents working in the Greater Jakarta area. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), followed by Measurement Invariance of Composite Models (MICOM) and Multi-Group Analysis (MGA). The pooled-sample results indicate that performance expectancy and effort expectancy have significant negative effects on digital transformation resistance, whereas social influence does not show a significant effect. Facilitating conditions exhibit a significant positive relationship and are therefore treated as an unexpected finding that requires theoretical caution. The study also finds that most respondents still operate within a hybrid digital-manual system, suggesting that resistance in this context is better understood as a burden of transition rather than as pure anti-technology rejection. Partial measurement invariance is supported only for the comparison between Generation X and Generation Z. Within this boundary, performance expectancy appears more salient for Generation X, whereas effort expectancy appears more salient for Generation Z. Findings involving Generation Y are treated as exploratory and are not used as a basis for strong generalization.
New Prespective of Brand Personality in Indonesia Gabriela Ditta Aurelya Rafa; Teofilus Teofilus; Auditia Setiobudi
Primanomics : Jurnal Ekonomi & Bisnis Vol. 22 No. 2 (2024): Primanomics : Jurnal Ekonomi dan Bisnis
Publisher : LPPM Universitas Buddhi Dharma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31253/pe.v22i2.2805

Abstract

The footwear industry is one of the industry sectors that has a prospective influence on the growth of the Indonesian economy. The need for footwear is now transforming into a part of a lifestyle. The aim of this research is to look at and analyze what brand personality factors are appropriate in the context of developing countries, especially Indonesia, based on literary studies by Aaker (1997), Geuens (2009), and Davies. (2018). This research provides a new insight into brand personality in the context of Indonesia's perspective. The sample is a local shoe user with a set sample quota in the five provinces that have the most shoe companies registered with the Ministry of Industry. The study used a total of 225 respondents. The results show that the brand's personality dimension has formed. The study provides a new perspective on the brand personality dimension from an Indonesian perspective, given that no study specifically defines brand personality. This research has become interesting because there are still very few articles describing the concept of brand personality in developing countries, which limits researchers' preparation of research. In the future, it is expected that business owners will begin to consider the importance of the essence of a brand so that brand personality is created for local brands in Indonesia. 
Co-Authors Aldhi, Ian Firstian Anastasia Jesslyn Andreas Andrie Francisco Angeline Gomuljo Anthony Kurniawan Antonius Tanan Ardiansyah, Topan Aria Ganna Henryanto Aryasatya, Laudza Auditia Setio Budi Auditia Setiobudi Azizurrohman, Muhammad Bambang Sugiyono Agus Purwono Calvin Cliff Surjadi Charistantya Tegar Aganta Chrisania, Liaga Christiani, Natalia Christina Whidya Utami Cosmas G. Haryono Cynthia Yoana Damelina B. Tambunan Dandy Suryapraja Darsana, Ni Putu Andini Kusuma Putri Daru Asih Deandra Vidyanata Denny Bernardus Devi Rahnjen Wijayadne Dwi Hardaningtyas Dyah Ayu Anggraeni Emantyo, Yosef Evandro Endi Sarwoko Eric Harianto Evelyn Tjiong Fahrul Riza Febry, Timotius Fendy Suhariadi Ferri Woejaya Fiska Mekar Kustiani Gabriela Ditta Aurelya Rafa Gadi, Aiman Fauzi Gladys Greselda Gosal Grace Citra Dewi Gracia Ongkowijoyo Gusti Febriyanto Halim, Jessica Herzaky Mahendra Putra Imelda Ritunga Indra Atmaja Intan Ramadania Hartono Putri Jordanius, Jessica Junko Alessandro Effendy Kuarizmi, Arief Betta Menny, Alviano Herbert Metta Padmalia Mohammad Fakhruddin Mudzakkir Ni Made Cantika Putri Aristya Sandy Ni Made Cantika Putri Aristya Sandy Nindria Untarini Povannes, Tyaga Adinata Pradila, Arfir Pramesti Regista Cahyani Pranoto, Henry Prasetio, Fiona R. Lekay, Petrus Raden Priyo Utomo Rifdah Isyraq Rahmita Riveria Sari Rizqi, Osama Romauli Nainggolan Rosiana Eka Dewi Rusmi, Nanduta Sito Ruth Violina Gelombang Sabar Sabar Sabar Sabar Safa, Safa Salsabila, Aisyah Salsabila, Andiny Fitri Sanju Kumar Singh Silaswara, Diana Sofyan, Fahrul Riza Somawiharja, Yohannes Stephanie Halim, Stephanie Steven Ng Suginantra, Putu Agus Suparto Wijoyo Sutanto Hidayat Sutrisno, Aristianto Budi Sutrisno, Timotius F.C.W Syarifah Diana Permai Syifa Indraswari Tan, Ellys Thomas Stefanus Kaihatu Tiffany Angwar Tina Melinda Tjokro, Hadi Wijaya Tommy Christian Efrata Tony Antonio Trisya, Riana Tsai, Chia Han Viona Salindeho Wahyudi, Alexander Wibisono, Leonard Junio Widodo, Aghnia Kamila Yono, Hilda Yunita Yuli Kartika Dewi