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All Journal Jurnal Penelitian Manajemen Terapan (Penataran) Jurnal Manajemen dan Ekonomi Kreatif Jurnal Riset Manajemen
Atty Erdiana
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS PERBEDAAN BRAND TRUST DAN KEPUASAN KUALITAS PELAYANAN PADA KONSUMEN ONLINE SHOP LAZADA DAN ZALORA PADA MAHASISWI FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS WIJAYA KUSUMA SURABAYA Atty Erdiana; Lestari
Jurnal Penelitian Manajemen Terapan (PENATARAN) Vol. 5 No. 2 (2020)
Publisher : Program Studi Manajemen STIE Kesuma Negara Blitar

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Abstract

Penelitian ini bertujan untuk mengetahui perbedaan brand trust dan kepuasan kualitas layanan dalam belanja online pada mahasiswi di Fakultas Ekonomi dan Bisnis Universitas Wiajaya Kusuma Surabaya yang pernah berbelanja di online Shop Lazada dan Zalora. Teknik sampling yang digunakan adalah purposive sampling dengan kriteria: mahasiswi yang masih aktif, dan pernah melakukan pembelian minimal satu kali di dua online Shop tersebut dalam kurun waktu setahun terakhir ini, dengan Teknik analisis Independent sample t test (uji t dua sampel bebas). Hasil dari penelitian adalah bahwa tidak ada perbedaan signifikan atas brand trust pada online Shop Lazada dan Zalora dan tidak ada perbedaan signifikan atas kepuasan kualitas layanan pada online Shop Lazada dan Zalora. Dari hasil penelitian ini diketahui bahwa responden penelitian menganggap kedua online Shop ini, yaitu Lazada dan Zalora sama-sama memiliki kredibilitas yang tinggi sehingga responden percaya pada kedua online Shop tersebut. Key word: Brand trust, Kepuasan kualitas pelayanan, online Shop
Eksplorasi Pengalaman Konsumen terhadap Peran Online Customer Review dan Citra Merek terhadap Keputusan Pembelian Kosmetik pada Aplikasi Sociolla Salwa Najah Huriyah; Atty Erdiana
Jurnal Manajemen dan Ekonomi Kreatif Vol. 3 No. 1 (2025): Jurnal Manajemen dan Ekonomi Kreatif
Publisher : Universitas Kristen Indonesia Toraja

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59024/jumek.v3i1.527

Abstract

The development of information technology and e-commerce has changed consumer behavior, especially in the cosmetics industry. Platforms like Sociolla are the main choice for consumers to buy cosmetic products online. This research explores the influence of online customer reviews and brand image on cosmetic purchasing decisions on the e-commerce platform. Customer reviews, both positive and negative, serve as an important reference that influences consumer perceptions of brand quality and credibility. On the other hand, a strong brand image can strengthen purchasing decisions by creating a sense of trust and emotional attachment. Using a qualitative approach, this research explores consumers' subjective experiences to understand the role of online reviews and brand image in purchasing decisions. The research findings are expected to provide deeper insight into the dynamics of consumer behavior in the Indonesian cosmetics e-commerce ecosystem.
Analisis Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Konsumen Restoran The Socialite di Kota Surabaya Nurul Mita Salsa Kirani; Atty Erdiana
JURNAL RISET MANAJEMEN (JURMA) Vol 3 No 1 (2025): JURNAL RISET MANAJEMEN (JURMA)
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jurma.v3i1.3034

Abstract

This research aims to analyze the influence of service quality and price on consumer satisfaction at The Socialite Surabaya Restaurant. Service quality and price are the main factors influencing consumer decisions and their loyalty. The research approach uses quantitative methods by collecting data through questionnaires distributed to 97 respondents, selected using purposive sampling techniques. Data analysis was carried out using multiple linear regression to test the influence of the independent variables (service quality and price) on the dependent variable (consumer satisfaction). The research results show that service quality and price have a significant effect on consumer satisfaction. Of these two variables, the price variable has a more dominant influence than service quality. This shows that consumers consider the suitability of price to product quality and price competitiveness more in assessing their satisfaction. Recommendations are given to restaurant managers to maintain competitive price advantages while still paying attention to service quality in order to maintain consumer loyalty.
Co-Authors Lestari Nurul Mita Salsa Kirani Salwa Najah Huriyah