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All Journal Research Report - Social Science JURNAL ADMINISTRASI PUBLIK Jurnal Administrasi Bisnis Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Jurnal EK dan BI Journal of Management - Small and Medium Enterprises (SME's) Bina Ekonomi: Majalah Ilmiah Fakultas Ekonomi Universitas Katolik Parahyangan Contemporary Journal on Business and Accounting Innovative: Journal Of Social Science Research Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi Jurnal Manajemen Maranatha
Fransisca Mulyono
Universitas Katolik Parahyangan
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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PENGARUH TRUST TERHADAP ONLINE REPURCHASE INTENTION DENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI: STUDI PADA GENERASI MILENIAL PENGGUNA TOKOPEDIA Farisa Novita Puri; Fransisca Mulyono
Journal of Management Small and Medium Enterprises (SMEs) Vol 16 No 1 (2023): JOURNAL OF MANAGEMENT Small and Medium Enterprises (SME's)
Publisher : Universitas Nusa Cendana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35508/jom.v16i1.7829

Abstract

This study aims to examine the influence of trust to repurchase intention with e-satisfaction as a mediating variable. This study uses an online survey designed to collect data from the millennial generation who have made at least two purchases at Tokopedia. A total of 113 responses were considered valid, for data analysis using the SEM-PLS approach. Overall, the findings show that there is no direct significant relationship between trust and repurchase intention. In an indirect relationship, trust has a positive and significant effect on repurchase intention through e-satisfaction. This finding reveals that trust is an important factor in creating e-satisfaction with online shopping and consequently increases the repurchase intention at Tokopedia. Keywords: Trust; E-satisfaction; Repurchase Intention
PENGARUH CUSTOMER SATISFACTION TERHADAP REVISIT INTENTION DIMEDIASI OLEH WORD OF MOUTH DI RESTORAN X DI KOTA BANDUNG Siti Fatimah; Fransisca Mulyono
Jurnal Ekonomi dan Bisnis (EK dan BI) Vol 7 No 1 (2024)
Publisher : Politeknik Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37600/ekbi.v7i1.1342

Abstract

This research was conducted at Restaurant X in Bandung with the interest of researchers to see the phenomenon of Restaurant X which was able to open 2 branches, namely Buahbatu and Dago during the COVID-19 pandemic. The purpose of this study is to determine the influence of customer satisfaction directly on revisit intention and the factors that most influence word of mouth as a mediating variable on revisit intention at Restaurant X in the city of Bandung. This type of research is explanatory research. Data was collected by distributing questionnaires to consumers at Restaurant X. The proposed model was modeled using PLS-SEM with a sample of 342 respondents. The findings of this study are, customer satisfaction does not have a direct influence on revisit intention. Customer satisfaction has a direct influence on word of mouth and word of mouth has a direct influence on revisit intention. Word of mouth mediates between customer satisfaction and revisit intention. Restaurant X in the city of Bandung needs to focus on increasing customer satisfaction both in terms of service and product quality because this variable is the main factor for customers to revsit and can increase revenue for the company.
Pengaruh Brand Distinctiveness, Utility Of Brand Fanpage, Dan Social Interaction Terhadap Brand Loyalty Melalui Consumer Social Network Brand Identification Dewil, Sinta; Mulyono, Fransisca
Innovative: Journal Of Social Science Research Vol. 3 No. 5 (2023): Innovative: Journal of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

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

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kekhasan merk, penggunaan halaman penggemar dan interaksi sosial terhadap loyalitas merk, melalui identifikasi jejaring sosial konsumen. Fokus penelitian ini terletak pada bisnis Café dan Resto Pawon Pitoe Bandung, dengan teknik pengumpulan data purposive sampling. Terdapat 170 responden dalam penelitian ini, dimana data yang diperoleh diuji dengan Structural Equation Model, Inner Model dan dianalisis dalam tabel distribusi frekuensi. Kesimpulan dari penelitian ini adalah kekhasan merk dan penggunaan halaman penggemar memiliki pengaruh positif terhadap identifikasi jejaring sosial konsumen, sedangkan interaksi sosial tidak memiliki pengaruh. Adapun identifikasi jejaring sosial konsumen berpengaruh terhadap loyalitas merk. Dengan demikian, pemilik usaha dapat berfokus untuk memperkuat merk melalui penggunaan halaman penggemar melalui interaksi, informasi, dan komunikasi sehingga dapat menciptakan loyalitas yg berkesinambungan terhadap merk Café dan Resto Pawon Pitoe.
Dampak brand experience terhadap brand attachment: Brand trust sebagai mediator Muhammad Gaudi Ilyasa; Lisa Jolanda Catherine Polimpung; Fransisca Mulyono
Jurnal Manajemen Maranatha Vol 25 No 1 (2025): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v25i1.12039

Abstract

This study aims to evaluate the influence of brand experience on brand attachment, both directly and indirectly through brand trust. A total of 150 respondents were selected using a non-probability sampling method with a purposive sampling technique, consisting of consumers of Pipinos Bakery. The sampling method used in this research was non-probability sampling with a purposive sampling technique, targeting consumers of Pipinos Bakery. The researcher conducted the study using an outer model evaluation, namely validity and reliability tests, and an inner model evaluation, including the coefficient of determination (R²), predictive relevance (Q²), path coefficient significance (two-tailed), and effect size (f²). The analysis was carried out using SEM PLS 3.0 software to obtain accurate results. The findings show that brand attachment is significantly influenced by brand experience, both directly and through brand trust as a mediating variable. These results suggest that Pipinos Bakery needs to enhance the brand experience perceived by consumers to strengthen both brand trust and brand attachment. Several strategies to improve brand experience include providing sampling corners for new products, greeting consumers by name to create a more personal impression, offering loyalty programs such as coupons, and providing special offers on birthdays or custom product options. These efforts will help Pipinos Bakery navigate business competition in the current era.
Peranan sensory marketing sebagai prediktor revisit intention melalui customer emotions di Railway Coffee Felix Fernando; Fransisca Mulyono
Jurnal Manajemen Maranatha Vol 22 No 2 (2023): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v22i2.6422

Abstract

Sensory marketing is a marketing strategy that uses sensory experiences to attract potential customers. The purpose of this study was to determine the effect of sensory marketing on revisit intention through customer emotions. The method is explanatory-causal with a quantitative approach using SEM (Structural Equation Modeling). The number of respondents in this study amounted to 233 people who had come to Railway Coffee at least once. Data was collected using a questionnaire via online survey and using non-probability sampling. This study concludes that sensory marketing has an effect on customer emotions, customer emotions have an effect on revisit intention, sensory marketing has an effect on revisit intention through customer emotions, whereas sensory marketing has no effect on revisit intention.
Pemodelan kepuasan konsumen dan niat berkunjung kembali terhadap Restoran Cocorico Christopher Sanjaya; Fransisca Mulyono
Jurnal Manajemen Maranatha Vol 23 No 1 (2023): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v23i1.7017

Abstract

The study objective is to determine the factors that most influence customer satisfaction and revisit intention in Cocorico Restaurant, testing the mediation relationship between customer satisfaction and variables that influence revisit intention, and investigate variables that influence customer revisit intention in casual dining restaurants in the city of Bandung. The type of research is explanatory research. Data was collected by distributing questionnaires to customers at the Cocorico Restaurant. The proposed model was modeled using PLS-SEM with a sample size of 176 respondents. Food quality, quality of service, atmosphere, and perceived value were found to have a significant positive influence on customer satisfaction. Food quality, quality of service, atmosphere, and customer satisfaction were found to have a significant positive influence on revisit intention. Perceived value was found not to have a significant value on revisit intention. Customer satisfaction partially mediates food quality, quality of service and atmosphere on revisit intention. Customer satisfaction fully mediates perceived value on revisit intention. Cocorico Restaurant needs to focus on improving the quality of food and perceived value of the restaurant as well as maintaining the quality of service and atmosphere to increase customers revisit intention.
Analysis of Relative Marketing Spending Efficiency Based on the Marketing-to-Revenue Ratio in Indonesian Retail Companies for the 2023-2025 Period Lisa Polimpung; Fransisca Mulyono
Contemporary Journal on Business and Accounting Vol 6 No 1 (2026): Contemporary Journal on Business and Accounting (CjBA)
Publisher : Institut Transparansi dan Akuntabilitas Publik (INSPIRING)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58792/cjba.v6i1.126

Abstract

Purpose – This study aims to analyze the marketing-to-revenue ratio as an indicator of relative marketing expenditure efficiency in three retail companies in Indonesia and compare it across companies based on differences in business models. Design/methodology/approach – This research uses a comparative case study approach with secondary data from annual financial reports of PT Sumber Alfaria Trijaya Tbk (AMRT), PT Midi Utama Indonesia Tbk (MIDI), and PT Ramayana Lestari Sentosa Tbk (RALS) for the 2023-2025 period. The marketing-to-revenue ratio is calculated using the formula selling expense divided by net revenue multiplied by 100%. The analysis was conducted descriptively and comparatively by comparing ratios across companies and global benchmarks. Findings – The results show differences in the marketing-to-revenue ratio among the three companies. AMRT has an average ratio of 17.05% with an increasing trend and positive revenue growth. MIDI has an average ratio of 20.90% with a fluctuating trend and positive revenue growth. RALS has an average ratio of 4.15% with a decreasing trend accompanied by a decline in absolute revenue. Compared to the global retail industry benchmark (7.1%), AMRT and MIDI are far above it, while RALS is below it. However, being above or below the benchmark cannot be directly stated as efficient or inefficient without considering absolute revenue trends. Originality – This study contributes by showing that the interpretation of the marketing-to-revenue ratio cannot be separated from absolute revenue trends in a comparative case study of three retail companies with different business models in Indonesia.
Co-Authors Alexander Joseph Ibnu Wibowo Christopher Sanjaya Dewil, Sinta Farisa Novita Puri Felix Fernando Lisa Jolanda Catherine Polimpung Lisa Jolanda Catherine Polimpung Lisa Jolanda Polimpug Lisa Polimpung Marihot T.E Hariandja Muhammad Gaudi Ilyasa Shibli Jamal Shariff Asad Siti Fatimah Tubagus Difa Ghifari