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Between Management and Employees: Which one is More Critical in Building Value and Loyalty? Lubis, Arief Wibisono; Halim, Rizal Edy
ASEAN Marketing Journal
Publisher : UI Scholars Hub

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

We conducted a research concerning the relationship between trust, value, and loyalty based on the model developed by Sirdeshmukh et al. (2002). Confirmatory factor analysis and structural equation modeling were used to test the model. According to the model, the authors made a distinction between trustworthiness and trust dimension in Sales Promotion People (SPP) context and Management Policies and Practices (MPP) context. By collecting primary data from 105 respondents, the result shows that in the MPP context, operational benevolence was proven to demostrate a statistically significant positive effect to trust in MPP. Both the trust in MPP and trust in SPP dimensions have statistically significant positive effect in creating value, Trust in MPP and value dimensions have statistically significant positive effect to loyalty dimension. Moreover, from the result, it can be inferred that the role of MPP, rather than SPP was more critical in building consumers value and loyalty. The authors also found no asymmetric effect in the relationship between trustworthiness and trust dimension.

DAMPAK PEMULIHAN JASA TERHADAP KEPUASAN PELANGGAN: SEBUAH PERBANDINGAN ANTARA PELANGGAN YANG KOMPLAIN DAN PELANGGAN YANG TIDAK KOMPLAIN (STUDIKASUS: SERVICE CENTER ESIA DIMARGONDA DEPOK) Rusli Fauzan; Rizal Edy Halim
Media Riset Bisnis & Manajemen Vol. 8 No. 1 (2008): Media Riset Bisnis & Manajemen
Publisher : Universitas Trisakti

Nowadays, the industry of telecommunication service provider in Indonesia is thriving. Telecommunication operators, both GSM-based and CDMA-based, compete for bigger share of the market. We can see that there are a lot of packages and added features offered. However, service failures still occur that requires providers to do service recoveries. Good service recovery after service failure occurrences is identified in the service industry as one of the key for customer loyalty.This research aims to determine the effect of dimensions of justice toward the customer satisfaction in the service recovery of Indonesian telecommunication provider, in this case ESIA, and compares the customer satisfaction of each customer by trust, word of mouth and customer loyalty between complaining and non-complaining customer.The result shows that customer complaint influenced by two variables from dimensions of justice through interactional justice and distributive justice. Besides that, result shows that service recovery satisfaction influences customer response after service recovery is completed, in form of trust, word of mouth and customer loyalty.Keywords: Seivice recovery, Customer satisfaction, Customer complaint

ANALISIS HUBUNGAN ANTARA SERVICE QUALITY, CUSTOMER SATISFACTION, DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY; STUDI KASUS PERPINDAHAN GSM KE CDMA MAHASISWA DI DEPOK. Rizal Edy Halim
Media Riset Bisnis & Manajemen Vol. 7 No. 2 (2007): Media Riset Bisnis & Manajemen
Publisher : Universitas Trisakti

The level of competition in the world of CDMNs telecommunications mobile in Indonesia is very tight Each CDMRs provider uses price promotion strategy to draw consumer enthusiasm. In line with the theory of price sensitivity of consumer to price changes if the consumer will move to other provider with dissimilar price offering at same service. Good service quality which can be given by service provider to its consumer will make them satisfy and loyal. Consumer which satisfied would intenl to re-purchase the services that could be generating their loyalty. If the providers offering various benefit, value, or other tactical effort to retain their customer then the level of customers switching intention will be low. Hence they will become progressively loyal and resistance to move. Using survey with a hundred of respondents, the authors found thatservice quality influence customers satisfaction positively. It means progressively improvement of service quality will boost up the level of satisfaction. The findings also addressed that customer satisfaction influence loyalty positively. Other word if customer satisfies with the sentes offering, the level of loyalty will be increase. Interestingly, the finding also shows that switching cost will disturb the chain of satisfaction toward loyalty. Here in after, this study also finds that service quality influence customer loyalty patially which means with or without the presence of satisfaction, customer have become loyal to their provider.Keywords : customer satisfaction, loyalty, switching cost

POSITIONING PELUM AS MESRAN BERDASARKAN PERSEPSI KONSUMEN Rizal Edy Halim; Ahamad Daromi
Media Riset Bisnis & Manajemen Vol. 7 No. 1 (2007): Media Riset Bisnis & Manajemen
Publisher : Universitas Trisakti

Perception has an important role in determining consumer decision making. What consumers want to buy is often infucenced by the perception that he or she has about a particular product brand. So does in the lubricant industries, especially four-engine motorcycle lubricant. In this industry, where the competition is very high, each company must use their strategy effectively. One of those strategies is positioning- the act designing of the company offering and image to occupy a distinctive place in the mind of the target market (Kotler, 2000). The main purpose of this study is to identify the positioning of Mesran among its five competitors (Top One, Castrol, Shell, Pennzoil, and Agip) based on consumer perception, specifically a student of University of Indonesia. There are also three major purposes of this study: First, to identify the behavior of four-engine motorcycle lubricant consumers. Second, to identify the crucial attribute of four-engine motorcycle lubricant. Third, to identify the positioning of Mesran based on consumer perception. The tools of the analysis of this study are the Attribute Rating (AR) Perceptual Map that can give us a picture of consumer perception about product attributes. These studies also use analysis tools such as Factor analysis and analysis of mean score

The effect of retailer awareness, retailer association, retailer perceived quality, and retailer loyalty towards purchase intention Bheakanti Bias Btari; Rizal Edy Halim; Sumiyarto
Journal of Economic, Business & Accounting Research Vol. 1 No. 1: (July) 2023
Publisher : Institute for Advanced Science Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/jembar.v1i1.2023.236

Retail developments in Indonesia continue to increase, especially modern retail which has the greatest growth in comparison with traditional retail, especially retail trade of food and beverage categories. One of them developed at this time is 7-Eleven, attended by positioning itself as a convenience store, but also provides some seating and tables inside and outdoors for 24 hours (hybrid convenience stores). With increasing competition in the retail, it is no less important is whether retail brand or brand can affect consumer purchase intention to come to a retail shop. This study aims to analyze the influence of awareness retailers, retailers association, perceived quality retailer, and retailer loyalty towards consumer's purchase intention possessed. Hypothesis testing is done by using Structural Equation Modeling (SEM). The results of testing the hypothesis known that retailer awareness is not proven positive influence on purchase intention. Retailer awareness and retailer association also not proved a positive influence on retailer loyalty. While retailer association, retailer perceived quality and retailer loyalty proven positive effect on the purchase intention. Hypothesis testing results also showed that the retailer perceived quality has a positive effect on the retailer loyalty.

Consumer Protection in the Retail and Financial Services Sectors against the Practice of Exoneration Clauses Anggraini, Anna Maria Tri; Simanjuntak, Megawati; Safari, Arief; Halim, Rizal E.; Riyadi, Slamet
Journal of Consumer Sciences Vol. 7 No. 2 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.2.83-96

The rapid development of the business world has resulted in several changes to business actors in carrying out their business activities. This encourages the emergence of standard agreements as practicality in conducting transactions. This study aims to analyze consumer protection law and apply the principles of freedom of contract in standard agreements in online and retail financial services businesses—the descriptive qualitative method with data collection techniques using in-depth interviews and documentation studies. Informants were selected by purposive sampling. The results show that standard clauses have been regulated in Article 18 of the Consumer Protection Law. However, in practice, clauses are still found that violate and transfer responsibility to the detriment of consumers. Furthermore, regarding consumer dispute resolution, there is an overlap issue between the Financial Services Authority (OJK) and the Consumer Dispute Resolution Agency (BPSK). Therefore, if viewed from the principle of freedom of contract, the standard agreement cannot fulfill the principle of freedom of contract, and consumer protection, so especially in the financial services sector and retail, needs to increase preventive and repressive supervision by providing several alternatives dispute resolutions for disadvantaged consumers.

The dynamics of Indonesia's local beauty market: an analysis of the impact of social media engagement on purchase intention Vaharani, Amanda Andriana; Halim, Rizal Edy
Journal of Entrepreneurial Economic Vol. 1 No. 1: (Februari) 2024
Publisher : Institute for Advanced Science, Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/jane.v1i1.2024.706

Introduction: The research aims to analyze the impact of customer engagement on brand social media on purchase intention, as well as the mediating variable of attitudes towards the brand's social media. The subjects of this study are Instagram and/or TikTok users aged 18-34 years who are familiar with and have interacted with social media content from local beauty brands on Instagram or TikTok. Methods: Data analysis was conducted using the Partial Least Squares - Structural Equation Modeling (SEM PLS) method. Finding: The results indicate that customer engagement on brand social media has a positive impact on purchase intention, which is greatly influenced by the quality of the content information presented. Brand familiarity does not have a significant influence on customer engagement. Conclusion: Furthermore, engagement on the brand's social media pages results in a positive attitude towards the brand's social media pages, which affects future purchase intentions from the brand.

The role of effort expectancy and facilitating conditions in enhancing digital banking adoption: A pathway towards sustainable financial services Zea, Diva Akiela Fahlerie; Halim, Rizal Edy
Kemakmuran Hijau: Jurnal Ekonomi Pembangunan Vol. 2 No. 1: (February) 2025
Publisher : Institute for Advanced Science, Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/jekop.v2i1.2025.1744

Background: The adoption of digital banking has become increasingly important as financial institutions strive to enhance customer experience and service accessibility. However, the factors influencing users' intention to adopt digital banking remain complex. This study aims to explore the factors influencing the behavioral intention to adopt digital banking, focusing on these three key constructs. Methods: The study employs a quantitative research design using a survey to collect data from users of digital banking services. A structured questionnaire was developed to measure the three factors: performance expectancy, effort expectancy, and facilitating conditions. The data were analyzed using multiple regression analysis to assess the impact of each factor on users' intention to adopt digital banking. Findings: The results reveal that effort expectancy has the most significant positive influence on users’ intention to adopt digital banking. This suggests that the perceived ease of use plays a critical role in adoption decisions. Facilitating conditions, such as infrastructure and technical support, were also found to be important in encouraging users to engage with digital banking services. However, performance expectancy was found to have a statistically insignificant relationship with behavioral intention, which contrasts with prior studies that emphasize its importance. Conclusion: This study highlights the importance for banks to prioritize user-friendly platform design, minimize effort and complexity, while ensuring the availability of technical infrastructure and supporting systems. This study suggests that focusing on ease of use and providing enabling conditions are critical to increasing digital banking adoption rates and sustaining long-term user engagement. Novelty/Originality in this article: This article contributes to the existing literature by providing new insights into the role of effort expectancy in digital banking adoption, contrasting with prior research that emphasizes performance expectancy. It also highlights the significant role of facilitating conditions, offering practical recommendations for banks to enhance digital banking adoption by focusing on user accessibility and support systems.

Cryptocurrency Adoption in Indonesia: Economic Drivers Behind Behavioral Intentions Using UTAUT/2 Triantara, Muhamad Ridwan; Halim, Rizal Edy
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 2 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i2.7318

The purpose of this study is to empirically examine the influence of constructs from the modified UTAUT/2 on behavioral intention to use cryptocurrency in Indonesia. The sampling technique employed non-probability sampling through an online questionnaire on a Likert scale of 1-6 and succeeded in getting 327 respondents. The research model with 12 hypotheses was tested using PLS-SEM (variance-based SEM). The results show that performance expectancy, effort expectancy, social influence and facilitating conditions have a positive effect on behavioral intention to use cryptocurrency. However, the influence of gender and age as moderating variables is not supported by existing data.

The effect of retailer awareness, retailer association, retailer perceived quality, and retailer loyalty towards purchase intention Btari, Bheakanti Bias; Halim, Rizal Edy; Sumiyarto
Journal of Economic, Business & Accounting Research Vol. 1 No. 1: (July) 2023
Publisher : Institute for Advanced Science Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/jembar.v1i1.2023.236

Retail developments in Indonesia continue to increase, especially modern retail which has the greatest growth in comparison with traditional retail, especially retail trade of food and beverage categories. One of them developed at this time is 7-Eleven, attended by positioning itself as a convenience store, but also provides some seating and tables inside and outdoors for 24 hours (hybrid convenience stores). With increasing competition in the retail, it is no less important is whether retail brand or brand can affect consumer purchase intention to come to a retail shop. This study aims to analyze the influence of awareness retailers, retailers association, perceived quality retailer, and retailer loyalty towards consumer's purchase intention possessed. Hypothesis testing is done by using Structural Equation Modeling (SEM). The results of testing the hypothesis known that retailer awareness is not proven positive influence on purchase intention. Retailer awareness and retailer association also not proved a positive influence on retailer loyalty. While retailer association, retailer perceived quality and retailer loyalty proven positive effect on the purchase intention. Hypothesis testing results also showed that the retailer perceived quality has a positive effect on the retailer loyalty.

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