Garuda - Garba Rujukan Digital

Kepercayaan, Cinta dan Pengalaman : Jalur Menuju Kepuasan Pelanggan dalam Sistem Pembayaran Elektronik Oktoviandi, Ivan; Bastaman, Aam
BUDGETING : Journal of Business, Management and Accounting Vol 6 No 1 (2024): BUDGETING : Journal of Business, Management and Accounting
Publisher : Institut Penelitian Matematika Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/budgeting.v6i1.12117

This study aims to analyze the effect of brand trust and brand love on customer satisfaction mediated by customer experience on PT Artajasa Pembayaran Elektronis partners who use ATM Bersama Debit and/ or ATM Bersama QR and/ or Managed Service EDC services and the sample criteria are Business PIC or Technical PIC or Operational PIC. This research uses Partial Least Square (PLS) with the help of the SmartPLS program (v.4.0). Structural Equation Modeling (SEM) is divided into two, namely inner model and outer models as well as descriptive analysis tests and mediation tests. In this study, the data analysis that will be carried out by the outer model is validity test, reliability test, R-Square and SRMR test while the data analysis that will be carried out on the inner model is multicollinearity test, Path Coefficient Test, P-Value Test and F-Square Test. For descriptive analysis test using skewness value and kurtosis value and for mediation test using Upsilon V. The results showed that there is no significant influence between brand trust with customer satisfaction and brand love with customer satisfaction and brand love has no influence on customer satisfaction through customer experience. And also shows that there is a significant influence between brand trust with customer experience, there is a significant influence between brand love with customer experience and brand trust has an influence on customer satisfaction through customer experience. Keywords: Brand Trust, Brand Love, Customer Experience, Customer Satisfaction

THE EFFECT OF CREDIBILITY AND TRUST ON THE PURCHASE DECISION OF SAMSUNG GALAXY SERIES SMARTPHONE PRODUCTS WITH AL GHAZALI BRAND IMAGE ENDORSEMENT AS AN INTERVENING VARIABLE Prasojo, Amir; Bros, Novardi; Herawati, Aty; Bastaman, Aam
NUSANTARA : Jurnal Ilmu Pengetahuan Sosial Vol 11, No 11 (2024): NUSANTARA : JURNAL ILMU PENGETAHUAN SOSIAL
Publisher : Universitas Muhammadiyah Tapanuli Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31604/jips.v11i11.2024.4628-4657

Persaingan yang ketat di bidang elektronik, terutama smartphone, memaksa perusahaan untuk menjadi inovatif dan kreatif dalam pemasaran untuk menarik dan mempertahankan pembeli, di samping peningkatan penjualan perangkat yang sedang berlangsung. Studi ini mengkaji dampak kredibilitas dan kepercayaan, yang dimediasi oleh citra merek, pada keputusan pembelian. Menggunakan smartphone Samsung Galaxy Series sebagai objek penelitian, sampel 385 peserta dipilih Studi ini menggunakan Pemodelan Persamaan Struktural Kuadrat Terkecil Parsial (PLS-SEM) untuk analisis data, menggunakan perangkat lunak SmartPLS 3. Temuan menunjukkan bahwa (1) Kredibilitas tidak memengaruhi keputusan pembelian karena faktor-faktor seperti persepsi konsumen yang kritis dan fokus pada harga dan fitur. (2) Kepercayaan tidak mempengaruhi keputusan pembelian karena faktor-faktor seperti tingkat kepercayaan yang tinggi, fokus pada harga dan spesifikasi, serta ketergantungan pada ulasan pengguna dan rekomendasi dari teman memiliki pengaruh yang lebih besar. (3) Kredibilitas tidak memengaruhi citra merek karena faktor-faktor termasuk persepsi konsumen yang kritis terhadap dukungan selebriti, citra merek Samsung yang sudah kuat, dan skeptisisme terhadap motif komersial dukungan selebriti. (4) Kepercayaan memang mempengaruhi citra merek karena kepercayaan konsumen menjadi kunci citra merek, validasi sosial dari Al Ghazali, dan peningkatan loyalitas. (5) Citra merek secara signifikan memengaruhi keputusan pembelian karena faktor-faktor seperti inovasi merek, dukungan selebriti, strategi pemasaran yang efektif, dan dampak media sosial yang memperkuat keputusan pembelian konsumen. (6) Kredibilitas yang dimediasi oleh citra merek tidak secara signifikan memengaruhi keputusan pembelian karena faktor-faktor seperti desain produk, pemasaran, dan pengalaman pelanggan. Kredibilitas saja tidak cukup jika tidak diterjemahkan dengan jelas ke dalam atribut merek atau jika aspek lain mendominasi persepsi merek. (7) Kepercayaan yang dimediasi oleh citra merek secara signifikan memengaruhi keputusan pembelian karena kredibilitas membentuk persepsi positif

Pengaruh Digitalisasi dan Penyederhanaan Proses Layanan Terhadap Loyalitas Pelanggan yang Dimediasi Oleh Kepuasan Pelanggan di PT. Indosat Ooredoo Hutchison Dally, Shanna Daniela; Bastaman, Aam
JURNAL ILMIAH EDUNOMIKA Vol. 9 No. 1 (2025): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v9i1.16545

Telecommunication companies are faced with a major challenge to improve the efficiency and effectiveness of their services. PT. Indosat Ooredoo Hutchison, as one of the major players in the Indonesian telecommunications industry, recognizes the importance of digitizing and simplifying service processes to meet increasingly high customer expectations. This study aims to analyse the effect of digitizing customer service and simplifying service processes on customer satisfaction and loyalty. The research method uses quantitative research. The results of the study indicate that the application of digital technology in customer service can increase satisfaction by improving quality, accelerating and providing more consistent service. Satisfaction obtained from a good service experience is the main factor that encourages customers to remain loyal and interact longer with the company. Simplifying the service process more efficiently increases customer satisfaction and, as a result, increases customer loyalty. The service process simplified through technology facilitates faster and more efficient interactions, which contributes to increased customer loyalty. The conclusions drawn from the above explanation are, (1) Digitalization of customer service has a positive effect on customer satisfaction; (2) Simplifying the service process has a positive effect on customer satisfaction; (3) Customer satisfaction has a positive effect on customer loyalty; (4) Digitalization of customer service has a positive effect on customer loyalty; (5) Customer satisfaction mediates the effect of customer service digitalization on customer loyalty; (6) Customer satisfaction mediates the effect of service process simplification on customer loyalty; (7) The use of technology to simplify the service process strengthens customer loyalty.

The Influence of Price, Product Quality, Brand Image on Purchasing Decisions, With Consumer Trust as a Variable Mediating Syiffa Arrahma, Nur; bastaman, Aam
GEMA EKONOMI Vol 12 No 8 (2023): GEMA EKONOMI
Publisher : Fakultas Ekonomi Universitas Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55129/https://doi.org/10.55129/.v12i4.2927

This study aims to determine the effect of price, product quality, brand image on purchasing decisions for Tupperware consumers in Jakarta mediated by consumer trust. The primary data used is responses to the Buying Decision of Tupperware consumers in Jakarta Mediated by Consumer Trust regarding Price, Product Quality, and Brand Image which were obtained through distributing questionnaires. The research population is Tupperware consumers in Jakarta. A sample of 100 people is taken by convenience sampling. Data were analyzed using PLS-based SEM. The results showed that the product quality and brand image variables affected consumer trust, the consumer trust variable affected purchasing decisions, while the price, product quality and brand image variables had no effect on purchasing decisions and the price variable did not affect consumer trust and purchase decisions. In addition, it is proven that consumer trust can mediate the relationship between product quality and purchasing decisions, and consumer trust is also able to mediate the relationship between brand image and purchasing decisions. In contrast, consumer trust is not able to mediate price and purchasing decisions.

Pengaruh Komitmen Managemen, Kompetensi Pekerja, Budaya K3 terhadap Keselamatan Kerja yang Berdampak terhadap Kinerja Perusahaan PT Adhi Karya (Persero) Tbk Sutarto Sutorto; Aam Bastaman
Journal Of Administration and Educational Management (ALIGNMENT) Vol. 7 No. 1 (2024): ALIGNMENT : Journal of Administration and Educational Management
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/alignment.v7i1.9496

This research examines the influence of management commitment, worker competency, K3 culture on work safety which has an impact on PT company performance. Adhi Karya (Persero) tbk. The sample used in this research was employees of PT. Adhi Karya (Persero) tbk using a side purposive technique where from the results of the sample criteria 100 sample respondents were used in this research. The results of the research conducted show that management commitment, competence, K3 culture, work safety have a positive and significant effect on company performance, while management commitment, competence, K3 culture have a positive and significant effect on work safety, organizational K3 culture has a positive and significant effect on safety. work. Management commitment, competence, K3 culture, work safety have a positive and significant effect on company performance with work safety as a mediating variable. In conclusion, there is a significant and positive influence between employee competency management commitment, K3 culture on work safety so that it has an impact on company performance Keywords: Management commitment, competency, K3 culture, work safety, performance

SERVICE QUALITY DAN BRAND IMAGE TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING Sony Novian; Aam Bastaman
Jurnal Riset Multidisiplin Edukasi Vol. 2 No. 8 (2025): Jurnal Riset Multidisiplin Edukasi (Edisi Agustus 2025)
Publisher : PT. Hasba Edukasi Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71282/jurmie.v2i8.855

This study aims to analyze the effect of Service Quality and Brand Image on Repurchase Intention with Customer Satisfaction as an intervening variable at Katagonia Language Solutions. The background of this research reflects the intense competition in the language services industry, where retaining customers depends on service quality, a strong brand image, and customer satisfaction. The method used is Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS 3.0. Data were collected from 200 respondents using purposive sampling. The results show that Service Quality has a positive and significant effect on Repurchase Intention, but does not significantly affect Customer Satisfaction. Meanwhile, Brand Image was found to significantly affect both Customer Satisfaction and Repurchase Intention, and became a dominant factor in building customer loyalty. Customer Satisfaction also significantly affects Repurchase Intention, strengthening long-term customer relationships. Mediation analysis shows that Customer Satisfaction plays a significant role as a link between Brand Image and Repurchase Intention, but not between Service Quality and Repurchase Intention. These findings suggest that Katagonia should focus more on strengthening its brand image and creating a satisfying customer experience. This strategy is expected to increase customer loyalty and strengthen Katagonia’s position in the competitive language services market.

PENGARUH LITERASI KEUANGAN DAN LITERASI DIGITAL TERHADAP KINERJA BERKELANJUTAN UMKM DENGAN PERSEPSI RISIKO SEBAGAI MEDIATOR Randi Pakan; Aam Bastaman
Jurnal Riset Multidisiplin Edukasi Vol. 2 No. 8 (2025): Jurnal Riset Multidisiplin Edukasi (Edisi Agustus 2025)
Publisher : PT. Hasba Edukasi Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71282/jurmie.v2i8.856

This study aims to analyze the influence of financial literacy and digital literacy on the sustainable performance of MSMEs, with risk perception as a mediating variable. The research background is based on the low levels of financial and digital literacy, which remain major obstacles to MSME development, particularly in Jakarta. The study employs a quantitative approach using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS. The sample consists of 303 MSME actors selected through purposive sampling. The results reveal that financial literacy has a positive and significant effect on sustainable performance, although it does not significantly influence risk perception. In contrast, digital literacy significantly affects both sustainable performance and risk perception. Furthermore, risk perception is found to have a positive and significant effect on sustainable performance. Mediation testing indicates that risk perception does not mediate the effect of financial literacy on sustainable performance but does mediate the relationship between digital literacy and sustainable performance. These findings emphasize the importance of enhancing digital literacy accompanied by risk awareness to strengthen the competitiveness of MSMEs in the era of digital transformation. This research contributes theoretically to the study of literacy and risk management and provides practical implications for MSMEs, policymakers, and supporting institutions in designing sustainable empowerment strategies.

Pengaruh Motivasi Kerja dan Disiplin Kerja terhadap Kinerja Pegawai dengan Mediasi Komitmen Kerja Studi pada P3MD Triyani, Agus; Bastaman, Aam
Jurnal sosial dan sains Vol. 5 No. 9 (2025): Jurnal Sosial dan Sains
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jurnalsosains.v5i9.32483

Dalam era persaingan global, sumber daya manusia (SDM) menjadi faktor penentu keberhasilan organisasi, baik di sektor publik maupun swasta. Kualitas kinerja pegawai sering kali dipengaruhi oleh faktor internal seperti motivasi, disiplin, dan komitmen kerja. Pada sektor publik, khususnya lembaga yang berfokus pada pemberdayaan masyarakat, peningkatan motivasi dan disiplin pegawai menjadi tantangan penting untuk mendukung efektivitas program pembangunan. Penelitian ini mengkaji pengaruh motivasi kerja dan disiplin kerja terhadap kinerja pegawai dengan komitmen sebagai variabel mediasi di Pusat Pengembangan Pemberdayaan Masyarakat Desa, Daerah Tertinggal, dan Transmigrasi (P3MD). Menggunakan pendekatan kuantitatif, data dikumpulkan melalui survei terhadap 110 pegawai yang dipilih dengan teknik purposive sampling. Analisis menggunakan Structural Equation Modeling (SEM) berbasis Partial Least Squares (PLS). Hasil penelitian menunjukkan bahwa baik motivasi kerja maupun disiplin kerja berpengaruh signifikan terhadap kinerja pegawai, dengan komitmen berperan sebagai variabel mediasi yang signifikan dalam hubungan antara disiplin kerja dan kinerja pegawai. Namun, komitmen tidak memediasi secara signifikan hubungan antara motivasi kerja dan kinerja pegawai. Temuan ini menunjukkan bahwa meningkatkan motivasi dan disiplin kerja dapat memperbaiki kinerja pegawai, menekankan perlunya strategi yang efektif dalam pengelolaan sumber daya manusia di organisasi publik.

The Impact of SIMEDHI on the Performance and Competency of Industrial Relations Mediators through Data Accuracy as Mediation Nadin, Hasdin; Kisman, Zainul; Bastaman, Aam; Ramayanti, Rizka
Jurnal Ilmiah Mahasiswa Perbankan Syariah (JIMPA) Vol 5 No 2 (2025): Jurnal Ilmiah Mahasiswa Perbankan Syariah (JIMPA) - September 2025
Publisher : Sekolah Tinggi Ekonomi dan Bisnis Syariah (STEBIS) Indo Global Mandiri Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36908/jimpa.v5i2.725

This study aims to analyze the effect of implementing the Industrial Relations Mediator Information System (SIMEDHI) on performance assessment and competency improvement of Industrial Relations Mediators, with data accuracy as a mediating variable. Using a quantitative approach and survey method, data were collected through questionnaires distributed to 205 mediators across various provinces in Indonesia. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that SIMEDHI significantly affects data accuracy. Furthermore, data accuracy acts as a significant partial mediator between SIMEDHI and both mediator performance and competency. These findings highlight that accurate information systems strengthen decision-making in performance evaluation and support data-driven competency development programs.

The Influence of Price, Product Quality, Brand Image on Purchasing Decisions, With Consumer Trust as a Variable Mediating Syiffa Arrahma, Nur; bastaman, Aam
GEMA EKONOMI Vol 12 No 8 (2023): GEMA EKONOMI
Publisher : Fakultas Ekonomi Universitas Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55129/https://doi.org/10.55129/.v12i4.2927

This study aims to determine the effect of price, product quality, brand image on purchasing decisions for Tupperware consumers in Jakarta mediated by consumer trust. The primary data used is responses to the Buying Decision of Tupperware consumers in Jakarta Mediated by Consumer Trust regarding Price, Product Quality, and Brand Image which were obtained through distributing questionnaires. The research population is Tupperware consumers in Jakarta. A sample of 100 people is taken by convenience sampling. Data were analyzed using PLS-based SEM. The results showed that the product quality and brand image variables affected consumer trust, the consumer trust variable affected purchasing decisions, while the price, product quality and brand image variables had no effect on purchasing decisions and the price variable did not affect consumer trust and purchase decisions. In addition, it is proven that consumer trust can mediate the relationship between product quality and purchasing decisions, and consumer trust is also able to mediate the relationship between brand image and purchasing decisions. In contrast, consumer trust is not able to mediate price and purchasing decisions.

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