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All Journal Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) Jurnal Administrasi Bisnis CROP AGRO, Scientific Journal of Agronomy YUME : Journal of Management GERVASI: Jurnal Pengabdian kepada Masyarakat Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Journal of Enterprise and Development (JED) BENING Ilomata International Journal of Management Enrichment : Journal of Management RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL Jurnal Pengabdian kepada Masyarakat Nusantara Economics and Digital Business Review Ilomata International Journal of Management Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora Jurnal Ekonomi Jurnal Fokus Manajemen COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan Journal of Management and Digital Business Economic Reviews Journal Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Multidisiplin West Science Madani: Multidisciplinary Scientific Journal Journal of Educational Management Research Socius: Social Sciences Research Journal Jurnal Riset Ilmiah INOVASI: Jurnal Ekonomi, Keuangan, dan Manajemen International Journal of Economics, Business Management and Accounting Jurnal Ilmiah Multidisiplin Primary Journal of Multidisciplinary Research
Erna Listiana
Universitas Tanjungpura Pontianak
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Physics Public Health Social Sciences Other

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Pengaruh Quality of Service dan Complaint Handling terhadap Customer Retention dengan Customer Satisfaction sebagai Variabel Intervening Nindya, Ghea; Listiana, Erna; Afifah, Nur
INOVASI: Jurnal Ekonomi, Keuangan, dan Manajemen Vol. 20 No. 3 (2024): Agustus
Publisher : Fakultas Ekonomi dan Bisnis Universitas Mulawarman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30872/jinv.v20i3.1811

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Quality of Service (X1) dan Complaint Handling (X2) terhadap Customer Satisfaction (Z) dan Customer Retention (Y) pada pelanggan Indihome di Pontianak. penelitian ini merupakan penlitian asosiatif kausal dengan pendekatan kuantitatif. Teknik pengumpulan data menggunakan kuesioner dan alat analisis yang digunakan yaitu SPSS 23. Penelitian ini menggunakan Uji regresi linier berganda.  Uji T (Uji Pengaruh Parsial) pada persamaan pertama menunjukkan bahwa variabel Quality of Service (X1) dan Complaint Handling (X2) secara parsial memiliki pengaruh positif terhadap Customer Satisfaction (Z). Selanjutnya, pada persamaan kedua, variabel Quality of Service (X1), Complaint Handling (X2), dan Customer Satisfaction (Z) secara parsial berpengaruh positif terhadap Customer Retention (Y). Uji F (Uji Pengaruh Simultan) pada persamaan pertama menyatakan bahwa Quality of Service (X1) dan Complaint Handling (X2) secara simultan berpengaruh terhadap Customer Satisfaction (Z). Pada persamaan kedua, variabel Quality of Service (X1), Complaint Handling (X2), dan Customer Satisfaction (Z) secara simultan berpengaruh positif terhadap Customer Retention (Y).
The Taste of Emotion: How Food Quality and Cafe Atmosphere Quality Shape Revisit Intention Through Positive Emotion Rahmaniar, Desi; Listiana, Erna; Sulistiowati, Sulistiowati; Afifah, Nur; Setiawan, Harry
Economic Reviews Journal Vol. 5 No. 1 (2026): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v5i1.1075

Abstract

The growth of the cafe industry in Indonesia, including in the city of Pontianak, continues to increase in line with changes in people's lifestyles, with cafes serving as social and recreational spaces. Increasingly fierce competition between cafes requires businesses to enhance both food quality and cafe atmosphere quality to create customer experiences that foster revisit intentions. This study was conducted to analyze the effect of food quality and cafe atmosphere quality on revisit intention through positive emotion among customers of Chatting Cafe in Pontianak City. This study also used an explanatory quantitative approach using an S-O-R framework. Data were collected through a structured questionnaire adapted from previous studies, involving 206 respondents obtained using purposive sampling techniques. Data analysis was performed using PLS-SEM with the help of SmartPLS 4.0. The results of this study show that there is a positive and significant influence of food quality and cafe atmosphere quality on positive emotion. Additionally, positive emotion has a positive and significant effect on revisit intention. However, food quality and cafe atmosphere quality are not proven to have a significant direct effect on revisit intention. However, food quality and cafe atmosphere quality were not found to have a significant direct effect on revisit intention. Furthermore, the results confirmed that positive emotion significantly mediated the effect of food quality and cafe atmosphere quality on revisit intention.
Peningkatan Nilai Ekonomi Desa melalui Agroeduwisata dan UMKM Kampung Gambut Siantan Hilir (Kuat Sihir) Angelia, Lussy; Listiana, Erna; Firmansyah, Teguh; Krisna, Krisna; Sinaga, Tiurma; Mediawati, Mega Putri
Jurnal Pengabdian kepada Masyarakat Nusantara Vol. 6 No. 4 (2025): Edisi Oktober - Desember
Publisher : Lembaga Dongan Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jpkmn.v6i4.7009

Abstract

Program pengabdian masyarakat ini dilaksanakan di Kampung Gambut Siantan Hilir (Kuat Sihir) pada kelompok masyarakat pelaku UMKM dan Pokdarwis. Kegiatan ini dimaksudkan untuk menjawab isu rendahnya pemanfaatan potensi agroeduwisata dan UMKM lokal yang disebabkan oleh keterbatasan promosi, kelemahan inovasi produk, dan minimnya sarana pendukung wisata. Kegiatan KKM-PKM ini bertujuan untuk meningkatkan daya tarik wisata edukatif berbasis lahan gambut, memperkuat identitas UMKM melalui rebranding, serta mendorong partisipasi masyarakat dalam pengelolaan potensi desa secara berkelanjutan. Pendekatan yang digunakan meliputi Community Development, Asset-Based Community Development, dan Service Learning. Hasil program menunjukkan revitalisasi greenhouse sebagai elemen wisata edukatif, digitalisasi promosi melalui media sosial dan Google Maps, pemasangan plang penunjuk arah, serta rebranding UMKM melalui inovasi produk, packaging, katalog digital, dan akun promosi daring. Temuan ini memperkuat daya tarik wisata, meningkatkan identitas dan nilai jual produk, serta memperluas jangkauan pasar. Kesimpulannya, integrasi agroeduwisata dengan penguatan UMKM berbasis digital berhasil meningkatkan kemandirian dan pendapatan masyarakat desa serta mendukung pembangunan berkelanjutan.
Penguatan Identitas dan Produktivitas Kelompok Tani Melalui Platform Digital: Studi Kelompok Tani Kuat Sihir Cahyo Martanto, Robertos; Khadijah, Qanita; Khu, Jisell Felicia; Kusuma, Cinta Dara; Chery Ramadani, Mawar Arum; Listiana, Erna
Jurnal Pengabdian kepada Masyarakat Nusantara Vol. 6 No. 4 (2025): Edisi Oktober - Desember
Publisher : Lembaga Dongan Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jpkmn.v6i4.7026

Abstract

Kegiatan pengabdian kepada masyarakat ini bertujuan untuk memperkuat identitas sekaligus meningkatkan produktivitas Kelompok Tani Badan Usaha Milik Rukun Warga (BUMRW) 33 di Kampung Gambut, Kelurahan Siantan Hilir, Kecamatan Pontianak Utara melalui pemanfaatan platform digital. Permasalahan utama yang dihadapi kelompok tani adalah rendahnya optimalisasi teknologi digital, khususnya dalam promosi hasil pertanian dan pencatatan hasil panen. Metode pelaksanaan menggunakan pendekatan Community Development (CD) dengan tahapan persiapan, pelaksanaan, dan pelaporan. Pada fase pelaksanaan dilakukan pelatihan etika bermedia sosial, pendampingan pengelolaan akun Instagram dan TikTok, serta pembuatan website berbasis Google Sites sebagai media dokumentasi, publikasi, dan promosi hasil pertanian. Data diperoleh melalui observasi, wawancara, dan dokumentasi kegiatan. Hasil kegiatan menunjukkan adanya peningkatan literasi digital anggota kelompok tani, peningkatan eksistensi kelompok di ruang digital, serta penerapan sistem pencatatan hasil panen yang lebih terstruktur. Selain itu, peserta mampu mengelola media digital secara mandiri untuk memperluas jaringan pemasaran. Temuan ini menegaskan bahwa integrasi teknologi digital dapat meningkatkan keberlanjutan usaha tani dan memperkuat daya saing kelompok di era modern.
The Effect of User Perception and User Experience on Customer Loyalty in Digital Mobility Platforms: Implications for Management Education (A Study of Gojek Indonesia) Tobing, Terensia; Listiana, Erna; Giriati; Barkah, Barkah; Fitriana , Ana
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1888

Abstract

The rapid development of application-based ride-hailing services has intensified market competition and encouraged service providers to better understand the factors influencing customer satisfaction and loyalty. This study aims to examine the effects of perceived price fairness, e-service quality, and wayfinding on customer loyalty, with customer satisfaction serving as a mediating variable among users of the Gojek application in Indonesia. Using a quantitative approach, data were collected through an online survey of 218 respondents selected via purposive sampling, and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS 3. The results indicate that perceived price fairness, e-service quality, and wayfinding have positive and significant effects on customer satisfaction, while e-service quality and customer satisfaction have positive and significant effects on customer loyalty. Furthermore, the indirect effect analysis confirms that customer satisfaction significantly mediates the relationships between perceived price fairness, e-service quality, and wayfinding and customer loyalty. These findings highlight that customer loyalty in digital ride-hailing services is more strongly shaped through customer satisfaction resulting from users’ comprehensive evaluations of price fairness, digital service quality, and application navigation, and provide important managerial and management education implications for understanding customer-oriented digital service management.
Credibility, Parasocial Interaction, and Informative Value: The Role of Trust in Stakeholders’ Decision Intention Rahmadhani, Roro Ayu; Fauzan, Rizky; Listiana, Erna; Afifah, Nur; Ahmadi
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1922

Abstract

The rapid growth of influencer marketing in Indonesia, particularly through social media platforms, has heightened the importance of influencer authenticity in shaping audience perceptions and decision-making. However, empirical studies examining the effectiveness of influencers who promote their own brands remain limited. This study aims to analyze the influence of credibility, parasocial interaction, and informative value on stakeholders’ decision intention, with trust serving as a mediating variable, within the context of educational brand management. Using a quantitative approach, data were collected through a questionnaire administered to 217 respondents and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 3. The findings reveal that parasocial interaction has a positive and significant direct effect on decision intention, while credibility, parasocial interaction, and informative value significantly influence trust. In contrast, credibility and informative value do not show a significant direct effect on decision intention. Furthermore, trust is found to significantly mediate the relationships between credibility, parasocial interaction, and informative value and stakeholders’ decision intention. These results imply that effective educational brand management in the digital era should prioritize trust-building strategies by enhancing authentic communication, meaningful engagement, and the quality of information delivered to stakeholders in order to strengthen decision-making outcomes.
Post-Adoption Determinants of Continuance Intention: The Mediating Role of Satisfaction among Indonesian Canva Pro Users Safmi, Ima Kumala; Komari, Nurul; Listiana, Erna; Fitriana, Ana; Ahmadi
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1940

Abstract

Cloud-based graphic design platforms have significantly expanded global creative accessibility; however, Canva’s market share in Indonesia has declined by 14.14% to 9.01% despite high digital penetration. This study aims to analyze the post-adoption determinants of continuance intention among Indonesian Canva Pro users by integrating the Expectation Confirmation Model (ECM) and the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2). A quantitative approach was employed through a survey of 230 active Canva Pro subscribers, and the data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The findings reveal that confirmation of expectation, perceived enjoyment, and price saving orientation positively and significantly influence satisfaction. Furthermore, satisfaction, confirmation of expectation, and price saving orientation have direct significant effects on continuance intention, while perceived enjoyment affects continuance intention indirectly through satisfaction. Mediation analysis confirms that satisfaction serves as a significant intervening variable linking cognitive, affective, and economic factors to continuance intention, with price saving orientation emerging as the most dominant determinant. These results imply that sustaining subscription-based digital services in utilitarian contexts requires not only fulfilling user expectations and delivering enjoyable experiences, but more importantly, ensuring strong perceived economic value to strengthen long-term user retention strategies.
Pengaruh Health Consciousness dan Nutritional Knowledge terhadap Purchase Intention dengan Brand Attitude sebagai Mediasi pada Ultra Milk Low Fat High Calcium Nurrahim, Muhammad Fakhri; Listiana, Erna; Setiawan, Harry; Pebrianti, Wenny; Purmono, Bintoro Bagus
Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora Vol. 12 No. 1 (2026): Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora
Publisher : Institut Agama Islam Sultan Muhammad Syafiuddin Sambas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37567/alwatzikhoebillah.v12i1.5063

Abstract

High consumer health awareness and nutritional knowledge have not always been followed by strong purchasing decisions. This study aims to analyze the influence of health consciousness and nutritional knowledge on purchase intention, with brand attitude as a mediating variable, among Ultra Milk Low Fat High Calcium consumers in Indonesia. This study used a quantitative approach with a causal associative research design. Data were collected through an online survey using a five-point Likert-scale questionnaire from 170 respondents who met the research criteria. Data analysis was conducted using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with the assistance of SmartPLS software. The results showed that health consciousness and nutritional knowledge significantly influenced brand attitude and purchase intention. In addition, brand attitude was proven to have a significant effect on purchase intention and acted as a mediating variable in the relationship between health consciousness and nutritional knowledge on purchase intention. These findings indicate that the formation of a positive attitude towards a brand is an important mechanism in converting consumer health awareness and nutritional knowledge into purchase intention. This research provides a theoretical contribution to the development of consumer behavior literature in the context of healthy beverage products, specifically low-fat, high-calcium UHT milk.
Strategi Mencegah Perpindahan Pelanggan Gojek: Peran Price Attribution, E-Service Quality, dan Switching Barrier Novita, Nanda; Listiana, Erna; Ana Fitriana, Giriati Giriati, Barkah Barkah,
YUME : Journal of Management Vol 9, No 1
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yume.v9i1.11285

Abstract

Perkembangan pesat layanan digital memperketat persaingan transportasi online (ride-hailing) di Indonesia sehingga retensi pelanggan menjadi isu strategis. Penelitian ini bertujuan menganalisis pengaruh E-Service Quality, Price Attribution, dan Switching Barrier terhadap Customer Satisfaction dan Customer Retention, serta menguji Customer Satisfaction sebagai mediator. Pendekatan kuantitatif digunakan melalui survei terhadap 210 pengguna Gojek; data dianalisis dengan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil menunjukkan model menjelaskan 76,9% variasi Customer Satisfaction (R²=0,769), yang dipengaruhi signifikan oleh E-Service Quality (β=0,486; p<0,001), Price Attribution (β=0,367; p<0,001), dan Switching Barrier (β=0,431; p<0,001). Customer Retention dijelaskan 72,8% (R²=0,728) dan dipengaruhi signifikan oleh E-Service Quality (β=0,096; p<0,05), Switching Barrier (β=0,268; p<0,001), serta Customer Satisfaction (β=0,340; p<0,01). Uji mediasi menegaskan Customer Satisfaction memediasi pengaruh E-Service Quality (β=0,165; p<0,01) dan Price Attribution (β=0,146; p<0,01) terhadap Customer Retention, namun tidak memediasi pengaruh Switching Barrier (p>0,05). Temuan menekankan bahwa retensi terutama dibentuk oleh kualitas layanan digital dan persepsi keadilan harga, sementara switching barrier berperan defensif sebagai pendukung.
Environmental Concern, Subjective Norm, Eco Labels, and Green Purchase Intention: The Moderating Role of Social Media Information in the FMCG Industry Meisa; Giriati; Listiana, Erna; Afifah, Nur; Fitriana , Ana
Journal of Educational Management Research Vol. 5 No. 3 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i3.2024

Abstract

Plastic pollution has become a global environmental issue with serious ecological consequences. Reports from the United Nations Environment Programme indicate that global plastic waste production exceeds 400 million tons annually, with a significant portion originating from packaging waste generated by the Fast-Moving Consumer Goods (FMCG) industry. This study aims to analyze the influence of Environmental Concern (EC), Subjective Norm (SN), and Eco Labels (EL) on Green Purchase Intention (GPI), while also examining the moderating role of Social Media Information (SMI). The research employed a quantitative approach using a survey of 210 consumers selected through purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3 at a 5% significance level. The results reveal that Environmental Concern, Subjective Norm, Eco Labels, and Social Media Information have a positive and significant effect on Green Purchase Intention. Furthermore, Social Media Information does not moderate the relationship between Environmental Concern and Green Purchase Intention, but it significantly moderates the relationship between Subjective Norm and Green Purchase Intention. These findings provide empirical contributions to the literature on green consumer behavior and offer practical implications for strengthening sustainable marketing strategies and environmental communication in the FMCG sector.
Co-Authors ,, Idris ., Sudika A, Ahmadi Adinda, Chery Agata, Esa Ahmad Shalahuddin, Ahmad AHMADI Ai Chen, Stephani Priska Akbari, Rizki Zulfi Alessandro, Muhammad Jerry Alika, Florensia Ana Fitriana Ana Fitriana, Giriati Giriati, Barkah Barkah, Andryan, Muhamad Farid Angelia, Lussy Annisa Fitri, Annisa Anwar Azazi Aprilliani, Shifa Augustine, Intanie Barkah Barkah Barkah Barkah, Barkah Benidikto, Markus Iman Burhan Cahyo Martanto, Robertos Calvin Calvin Calvin Chery Ramadani, Mawar Arum Cristianto, Dwi Adnes Julians Daud, Ilzar Deliana, Salwa Rana Dio, Louisio Dody Pratama Marumpe Dwiputra, Wahyu Endah Mayasari Fahruna, Yulyanti Fasius, Bony Fauzan, Ahmad Hilmi Fauzan, Rizky Firdaus, Angelika Fitriana , Ana G, Giriati Giriati Goyovi, Julia Hafid, Khairunissa Harry Setiawan Hasanudin Hasanudin Hasanudin Helma Malini Helma Malini, Helma Hendri, Markus Heriyadi, Heriyadi Hermanto, Dicky Irdhayanti, Efa Irene, Novi Juniwati Juniwati Khadijah, Qanita Khu, Jisell Felicia Krisna, Krisna Kusuma, Cinta Dara Lay, Nico Yudhinata Lestari, Wiji Dinda M. Irfani Hendri Maharani, Tri Adinda Mediawati, Mega Putri Meisa Meydiawati, Meydiawati Milen, Milen Moh. Rasyid Ridho Muhaimenon Muhaimenon Muhammad Afif Muryati, Tri Nanda Novita, Nanda NINDYA, GHEA Nurrahim, Muhammad Fakhri Nurul Komari Oprilyani, Adhinda Dwi Prasetyo, Puty Febriasari Purmono, Bintoro Bagus Purwanti, Dina Oktri Rabbani, Ammar Rahmadhani, Roro Ayu Rahmananda, Firhan Rahmaniar, Desi Ramadania Ramadania, Ramadania Rivelino, Nicholas Riyani, Indah Rozania, Via Safmi, Ima Kumala Satria, Dimas Shandy, Jose Haris Soe, Sinta Bella Sulastri, Ria Sulistiowati Sulistiowati Suwandi, Della Syahbandi Syahbandi Syahbandi Syahputri, Anggraini Tati Rajati Teguh Firmansyah Titik Rosnani Tiurma Sinaga Tobing, Terensia Ulan, Ulan Waldi Wendy Wenny Pebrianti Widyaningrum, Belinda Putri Yulianingsih, Tanti Yulyaningsih, Veronika Bella