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Marheni Eka Saputri
Universitas Telkom
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Pengaruh Kualitas Pelayanan Terhadap Keputusan Pembelian Produk Lakeside Coffe Siregar, Oktobeno Mikaila Hasudungan; Saputri, Marheni Eka
eProceedings of Management Vol. 11 No. 6 (2024): Desember 2024
Publisher : eProceedings of Management

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Abstract

Service quality is one of the supporting factors for purchasing decisions. Service quality depends on the company'sability to provide satisfaction with its customers' needs. Meanwhile, a purchasing decision is an action carried out bya buyer towards a seller when choosing a product to buy. This research was conducted to determine the quality ofservice regarding purchasing decisions for Lakeside Coffee products, with 100 respondents used as the researchsample. To make it easier for researchers to carry out testing and data processing, researchers use SPSS software.The results of this research show that service quality has a positive effect on purchasing decisions. Service quality hasa significant influence on purchasing decisions.Keywords-service quality, purchasing decisions
Service Quality Dan Brand Gestalt Terhadap Cust Satisfaction Pada Mlm Oriflame Indonesia Putri, Inesha Adinda Disi; Saputri, Marheni Eka
eProceedings of Management Vol. 12 No. 4 (2025): Agustus 2025
Publisher : eProceedings of Management

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Abstract

Di Indonesia sendiri terdapat sebuah komunitas bisnis MLM yang secara spesifik memasarkan produkOriflame. Data pendapatan Oriflame menunjukkan adanya penurunan pendapatan yang signifikan dari tahun ketahun dalam periode tahun 2017- 2022. Dengan demikian, berdasarkan data penurunan pendapatan Oriflame dapatdiasumsikan bahwa terdapat beberapa faktor yang mempengaruhi penurunan pendapatan tersebut yang berkaitanidengan kuailitas peliayanan (service quality) dan Brand Gestalt yang berkaitan dengan kepuasan pelanggan.Tujuian peneilitian iini aidalah untiuk mengietahui piengaruh serivice quaility dian braind giestalt teirhadap cusitomersatisfaiction bisinis iMulti Lievel Markeiting paida orifilame. Peneilitian iini menggiunakan meitode surivei untiuk menigambilsuatu generalisasi dari pengamatan yang tidak mendalam. Teknik pengumpulan data adalah dengan melakukankueisioner. Analiisis daita menguinakan ailat banitu aplikiasi SPiSS 26.Berdasairkan hiasil penigujian ditiemukan Viariabel kualiitas pelayanan tidiak beripengaruh siignifikan terhiadapCustomer Satisfaction pada bisnis Multi Level Marketing Oriflame. Variiabel Birand Giestalt meimiliki penigaruh piositifdan signifiikan terihadap Cusitomer Siatisfaction paida bisinis Miulti Lievel Mariketing Oriiflame. Peneliti mengharapkanuntuk peneliti disarankan untuk menambah variabel yang mempengaruhi customer satisfaction dian mengigunakanvairiasi peinghitungan yanig berbeida dengian peneilitian iini agiar tinigkat ketielitian dian tingikat keipastian siemakin beisar.Kata Kunci: Kualitas Layanan, Gestalt Merek, Kepuasan Pelanggan
PENGARUH EXPERIENTIAL MARKETING TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA DUNKIN’ DONUTS INDONESIA Arif, Farizal; Saputri, Marheni Eka
Almana : Jurnal Manajemen dan Bisnis Vol 2 No 2 (2018): Vol. 2 No.2/ Agustus 2018
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v2i2.137

Abstract

Penelitian ini dilatar belakangi oleh hasil observasi yang menunjukan loyalitas pelanggan Dunkin’ Donuts Indonesia mulai menurun. Saat ini Dunkin’ Donuts menerapkan konsep new image untuk meningkatkan kepuasan dan loyalitas pelanggan, salah satunya melalui experiential marketing. Penelitian ini bertujuan untuk mengetahui pengaruh experiential marketing yang terdiri dari senseexperiences, feel experiences, think experiences, act experiences, dan relate experiences terhadap customer loyalty melalui customer satisfaction sebagai variabel intervening. Metode yang digunakan adalah metode kuantitatif dengan jenis penelitian deskriptif dan kausal. Pengambilan sampel dilakukan dengan metode non probability sampling dengan tipe incidental sampling dan jumlah responden 100 responden. Teknik analisis data menggunakan analisis deskriptif dan analisis jalur. Hasil penelitian menunjukan experiential marketing berpengaruh signifikansecara simultan terhadap customer satisfaction dengan hubungan sebesar 89%. Secara parsial subvariabel yang berpengaruh signifikan terhadap customer satisfaction adalah sense experiences (17,2%), feel experiences (16,6%), think experiences (31%), act experiences (13,9%), dan relate experiences (29,2%). Customer satisfaction berpengaruh signifikan terhadap customer loyalty sebesar19,2%. Secara simultan experiential marketing berpengaruh signifikan terhadap customer loyalty melalui customer satisfaction dengan hubungan sebesar 92,8%. Secara parsial subvariabel yang berpengaruh signifikan terhadap customer loyalty melalui customer satisfaction adalah sense experiences (3,3%), feel experiences (3,2%), think experiences (6%), act experiences (2,7%),dan relate experiences (5,6%).
PENGARUH BRAND TRUST DAN COSTUMER SATISFACTION PRODUK GO-MOBILE TERHADAP CONSUMER LOYALTY PADA PT BANK CIMB NIAGA TBK Qur’ani, Humaira; Saputri, Marheni Eka
Almana : Jurnal Manajemen dan Bisnis Vol 2 No 2 (2018): Vol. 2 No.2/ Agustus 2018
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v2i2.140

Abstract

Saat ini, Mobile Banking telah menjadi kebutuhan sehari-hari nasabah. Berbagai bank menawarkan berbagai Mobile Banking salah satu nya Mobile Banking dari Bank CIMB Niaga yang disebut Go-Mobile. Namun telah terjadi tindak penipuan yang dilakukan oleh oknum tidak bertanggung jawab yang mengatasnamakan Bank CIMB Niaga dan penipuan dilakukan melalui aplikasi Go Mobile. Akibatnya, beberapa nasabah harus menanggung kerugian akibat tindak penipuan ini. Penelitian ini dilakukan untuk mengetahui pengaruh Brand Trust dan Costumer Satisfaction pada produk Go Mobile terhadap Consumer Loyalty dengan menggunakan metode kuantitatif dan regresi Linier Berganda. Kesimpulan dalam penelitian ini adalah, tanggapan nasabah mengenai variabel Brand Trust memiliki persentase sebesar 74,65% dan masuk kedalam kategori “baik”, variabel Costumer Satisfaction memiliki persentase sebesar 66,8% dan masuk kedalam kategori “baik”, sedangkan variabel Consumer Loyalty memiliki persentase sebesar 61,70% dan masuk kedalam kategori “buruk”. Secara parsial Brand Trust memiliki pengaruh signifikan dan positif terhadap Consumer Loyalty. Sedangkan, Costumer Satisfaction tidak memiliki pengaruh signifikan terhadap Consumer Loyalty.
The Impact Of Word Of Mouth And Brand Image On Purchase Decision: Study In Wall Street English Bandung Putri, Denissa Aulia; Saputri, Marheni Eka
eProceedings of Management Vol. 10 No. 4 (2023): Agustus 2023
Publisher : eProceedings of Management

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Abstract

The large number of companies trying to expand their market has led to the importance of improving the quality of human resources in each region, one of which is communication. Therefore, English language skills are needed in the world of work because it is felt that it can improve one's communication skills. This research was conducted to determine the effect of word of mouth and brand image on purchasing decisions at one of the English language institutions in Bandung "Wall Street English". This research is quantitative in nature where the population used in this study is all members of Wall Street English Bandung. The variables in this study are word of mouth and brand image as the independent variables and purchasing decisions as the dependent variable. The regression results obtained show that there is a significant influence between word of mouth on purchasing decisions, and the results of subsequent regressions show that there is a significant influence between brand image and purchasing decisions. Based on the research that has been done, the two independent variables used have a significant impact on the dependent variable. The author suggests institutions to improve their quality which aims to increase the independent variables which will have an impact on the dependent variable.Keywords-word of mouth, brand image, purchase decision, english institute.
Pengaruh E-Service Quality, E-Trust Dan Harga Terhadap Brand Switching Behavior Pada Layanan Go-Ride Di Aplikasi Gojek Arlianda, Rio Rizqi; Saputri, Marheni Eka
eProceedings of Management Vol. 11 No. 1 (2024): Februari 2024
Publisher : eProceedings of Management

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Abstract

Transportasi merupakan perpindahan manusia terkait tempat dengan cara antar jemput. Transportasi merupakan hal esensial guna mempermudah aktifitas. Hadirnya transportasi sehinga pengguna mampu melaksanakan aktifitas harian secara efisien dan cepat dengan jarak tempuh. yang jauh tanpa memerlukan energi yang banyak. Sehingga pada tahun 2015 saat era digitalisasi semakin berkembang, transportasi online pun sudah mulai dikenal oleh masyarakat. Transportasi online merupakan jasa layanan antar jemput yang menggunakan aplikasi sebagai media transaksi. Gojek sudah menjadi kebutuhan masyarakat untuk membantu kegiatan sehari hari. walaupun semakin banyak pesaing di industri transportasi online yang bermunculan seperti Grab, Maxim, indriver. Dengan adanya beberapa pesaing di industri transportasi online, pengguna transportasi online akan dengan mudahnya melakukan Brand Switching Behavior ke merek lain. Sehingga tujuan pengkajian ini yakni guna mengetahui implikasi e-service quality, e-trust, dan harga terhadap brand switching behavior pada pengguna layanan Goride di aplikasi Gojek. Metode penelitan diaplikasikan, yakni mengaplikasikan kuantitatif berjenis deskriptif, populasi pengkajian, yakni pelanggan transportasi online Goride di Jabodetabek dengan jumlah sampel sebanyak 385 responden. Pengambilan sampel yang digunakan ialah purposive sampling. Mengacu hasil pengkajian mengaplikasikan analisis deskriptif melalui dukungan software SPSS for windows mengartikan e-service quality, e-trust, juga harga berimplikasi signifikan terkait simultan dan parsial terkait brand switching behavior pada pengguna Goride. Kata Kunci-e-service quality, e-trust, harga, brand switching behavior
Pengaruh Viral Marketing Dan Online Customer Review Menggunakan Media Tiktok Terhadap Minat Beli Produk Scarlett Whitening Izdihar, Zhafirah Farah; Saputri, Marheni Eka
eProceedings of Management Vol. 11 No. 3 (2024): Juni 2024
Publisher : eProceedings of Management

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Abstract

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INFLUENCE OF THE QUALITY OF ELECTRONIC SERVICES (WEBSITE DESIGN, CUSTOMER SERVICE, SECURITY/PRIVACY, FULFILMENT) ON CUSTOMER SATISFACTION AND REPURCHASE INTEREST IN THE McDONALD'S APPLICATION Dhiya Athaya Gusfi; Saputri, Marheni Eka
Jurnal Sosioteknologi Vol. 23 No. 1 (2024): MARCH 2024
Publisher : Fakultas Seni Rupa dan Desain ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5614/sostek.itbj.2024.23.1.4

Abstract

With the rapid advancement of technology, many companies are innovating online sales to increase consumer convenience when ordering food. Nowadays, competition among companies is getting fiercer, urging businesses to continuously improve their service quality to attract customers' interest in making repeat purchases. The purpose of this study is to investigate how customer satisfaction and repurchase interest in the McDonald's app are affected by e-service quality, which includes issues such as website design, customer service, security/privacy, and fulfillment. The study population wasMcDonald's app users in Bandung City, with 400 respondents taken through online questionnaire distribution through social media. The method used SEM-PLS for data analysis, and the sampling procedure was conducted with purposive sampling. The findings show that website design positively and significantly affects e-service quality, customer service positively and significantly affects e-service quality, security/privacy positively and significantly affects e-service quality, and fulfillment positively and significantly affects e-service quality, e-service quality positively and significantly affects customer satisfaction, and customer satisfaction positively and significantly affects repurchase intention on the McDonald's app.
Wawasan Berbasis Gender terhadap Niat Berkelanjutan dalam Penggunaan Aplikasi Kesehatan Seluler di Indonesia: Studi Pascapandemi tentang Persepsi Ancaman Penyakit dan Efikasi Diri Dewi, Citra Kusuma; Saputri, Marheni Eka; Sadewa, Devanka Elang
Jurnal Sosioteknologi Vol. 24 No. 1 (2025): MARCH 2025
Publisher : Fakultas Seni Rupa dan Desain ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5614/sostek.itbj.2025.24.1.5

Abstract

The sustained use of mobile health applications (mHealth) in the post-pandemic era is increasingly relevant due to ongoing health concerns and perceived disease threats (PDT). This study addresses significant gaps in understanding how self-efficacy and gender differences influence continuance intention (CI) to use mHealth applications. Guided by the Protection Motivation Theory (PMT), the research examines therelationships between PDT, self-efficacy, and CI, with gender as a moderating variable. Data from 415 mHealth users in Indonesia were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that PDT significantly influences CI, while self-efficacy directly enhances CI. Gender moderates the PDT-CI relationship, with female users showing a stronger connection. However, self-efficacydoes not mediate the PDT-CI relationship. The study highlights practical implications for mHealth developers, including the need for user-friendly and gender-sensitive designs to enhance self-efficacy and engagement. Limitations include the cross-sectional design and focus on Indonesian users, suggesting future research should adopt longitudinal approaches and explore diverse demographic and cultural contexts. The findings extend PMT's theoretical application and provide actionable insights for improving mHealth application adoption and retention in diverse populations.
Pengaruh Green Marketing terhadap Purchase Intention Melalui Brand Image Sebagai Variabel Intervening Permana, Madani Prima; Saputri, Marheni Eka
Ekonomis: Journal of Economics and Business Vol 8, No 2 (2024): September
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v8i2.1234

Abstract

This study aims to determine the effect of Green Marketing on purchase intention of Ikea products through brand image as an intervening variable. This study used a quantitative method with the analytical technique used, namely Partial Least Square-Structural Equation Model (PLS-SEM) analysis. The sampling technique used is the non-probability sampling technique, with a total of 400 respondents participating. The results of this study are that green marketing has a positive and significant effect on purchase intention, green marketing has a positive and significant effect on brand image, brand image has a positive and significant effect on purchase intention, and green marketing has a positive and significant effect on purchase intention through brand image as an intervening variable on Ikea products.
Co-Authors Adhany Cantika Putri Adriansyah, Dani Aklin Nindya Patricy Alisa Rahadiasmurti Isfandiari Arif, Farizal Arif, Farizal Arlianda, Rio Rizqi Arnindita, Nazwa Diyadaffa Asim Shahzad Avifah Azahra, Putri Rif’da Azmi Citra Kusuma Dewi Deden Witarsyah Dhiya Athaya Gusfi Febrianti, Agatha Indah Fildzah Qisthina Arifah Firdha Faizah Fitriani Nur Utami Hairulnizam Mahdin Isprimanto, Geza Izdihar, Zhafirah Farah Juarsah, Hasna Suryani Maria Veronika Marpaung Marpaung, Maria Veronika Monzana, Alfayed Yudisthira Muhammad Muazri Fazil Nabilla Putri Nofela Nazri Mohd Nawi Nerly Ovirya Nisa Eka Nastiti Ovirya, Nerly Permana, Madani Prima Putri Rif'da Azmi Azahra Putri, Denissa Aulia Putri, Inesha Adinda Disi Putry Hendriyani Qur’ani, Humaira Qur’ani, Humaira Regina Eka Pratiwi Reskiah Putri Zani Rieza Nur Alifa Rizky Maulana Sabrina, Keysia Shafa Sadewa, Devanka Elang Siregar, Oktobeno Mikaila Hasudungan Trisha Gilang Saraswati Tutut Ratna Pranata Utami, Giska Rizki Vianty Nadhira Wahyu Adi Prabowo Wirania Swasty