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Ida Bagus Nyoman Udayana
Universitas Sarjanawijaya Tamansiswa
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ANALISIS LOYALITAS PELANGGAN DITINJAU DARI NILAI PELANGGAN DAN KEPERCAYAAN PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PELANGGAN ALFAMART DI YOGYAKARTA Lasmiani, Lasmiani; Udayana, Ida Bagus Nyoman; Maharani, Bernadetta Diansepti
Jurnal Manajemen Terapan dan Keuangan Vol. 14 No. 01 (2025): Jurnal Manajemen Terapan dan Keuangan
Publisher : Program Studi Manajemen Pemerintahan dan Keuangan Daerah Fakultas Ekonomi dan Bisnis Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jmk.v14i01.35754

Abstract

Abstrak Penelitian ini bertujuain untuk mengetahui pengaruh analisis loyalitas pelanggan ditinjau dari nilai pelanggan dan kepercayaan pelanggan dengan kepuasan pelanggan sebagai variabel intervening pada pelanggan Alfarmart di Yogyakarta. Populasi dan sampel yang digunanakan dalam penelitian ini adalah konsumen yang berada di Yogyakarta dengan kriteria perempuan dan laki-laki dan berusia di atas 18 taihun, berjumlaih 160 orang, teknik pengambilan sampel yang dipakai adalah non probability sampling, dengain menggunakan metode purposive sampling. Metode pengumpulan data menggunakan penyebaran kuesioner. Analisis uji kuantitatif menggunakan uji validitas dan uji reliabilitas, teknik analisis data menggunakan uji asumsi klasik, uji analisis linier berganda, uji hipotesis, uji koefisien determinasi dan uji sobel. Hasil penelitian menunjukkan bahwa nilai pelanggan berpengaruh positif dan signifikan terhadap kepercayaan pelanggan, nilai pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, kepercayaan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan, nilai pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan, kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Kata kunci: Loyalitas pelanggan, Nilai pelanggan, Kepercayaan pelanggan, Kepuasan pelanggan. Abstrak This research aims to determine the influence of customer loyalty analysis in terms of customer value and customer trust with customer satisfaction as an intervening variable paid to Alfarmart customers in Yogyakarta. The population of sample data used in this research is based on consumers in Yogyakarta with the criteria of female samples aged 18 years, numbering 160 people, the sample collection technique used is non-probability sampling, using the purposive sampling method. The data collection method uses questionnaires. Qualitative test analysis uses validity tests and reliability tests, data analysis techniques use classical assumption tests, linear analysis tests, hypothesis tests, coefficient of determination tests and Sobel tests. The results of the research show that customer value has a positive and significant influence on customer trust, customer value has a positive and significant influence on customer satisfaction, customer trust has a positive and significant influence on customer loyalty, customer value has a positive and significant influence on customer loyalty, customer satisfaction has a positive and significant influence achieving customer loyalty. Keywords: Customer loyalty, customer value, customer trust, customer satisfaction.
PENGARUH KEPERCAYAAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK SYARIAH Azizah, Bilqis Putri; Udayana, Ida Bagus Nyoman
Jurnal Ilmiah Manajemen Emor (Ekonomi Manajemen Orientasi Riset) Vol. 6 No. 1 (2022): Juni
Publisher : Universitas Muhammadiyah Luwuk Banggai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32529/jim.v6i1.1504

Abstract

ABSTRAK Loyalitas nasabah merupakan tuntutan mutlak bagi perusahaan untuk menjamin kelangsungan hidup dalam usahanya tersebut, karena loyalitas nasabah merupakan puncak pencapaian pelaku bisnis.Dengan mendapatkan pelanggan yang loyal mampu membuat peluang yang besar bagi bank untuk memperluas jaringan pemasaran dan mempertahankan kelangsungan hidup perusahaan Penelitian ini dimaksudkan untuk mengetahui bagaimana pengaruh Kualitas Layanan,Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah. Tujuan penelitian ini adalah Untuk mengetahui dan menganalisis kepuasan serta kepercayaan terhadap loyalitas nasabah Bank Syariah. Teknik pengumpulan data menggunakan kusioner yang dibafikan secara online ,Sumber data dalam penelitian ini diperoleh melalui data primer. Populasi yang digunakan dalam penelitian ini adalah nasabah di PT. Bank Syariah sebanyak 155. Dengan karakteristik nasabah di PT. Bank Syariah dan berusia minimal 17 tahun, Hasil penelitian ini menunjukkan bahwa 0,050 atau 50,0% variabel Loyalitas Nasabah bisa dijelaskan oleh ketiga variabel independen dalam penelitian yaitu Kualitas layanan,kepercayaan, dan kepuasan secara bersama-sama. Sedangkan 50,0% sisanya dijelaskan oleh variabel yang lain diluar penelitian ini yang merupakan kontribusi dari variabel bebas selain kedua variabel dalam penelitian.
PENGARUH PERCEIVED EXPERIENCE DAN PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA PENGGUNA SHOPEE DI YOGYAKARTA Setiawan, Agus; Udayana, Ida Bagus Nyoman; Maharani, Bernadetta Dian
Jurnal Manajemen Terapan dan Keuangan Vol. 14 No. 2 (2025): Jurnal Manajemen Terapan dan Keuangan
Publisher : Program Studi Manajemen Pemerintahan dan Keuangan Daerah Fakultas Ekonomi dan Bisnis Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jmk.v14i2.43399

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh perceived experience dan perceived value, terhadap customer loyalty, melalui customer satisfaction pada pengguna shopee di Yogyakarta. penelitian ini menggunakan pendekatan kuantitatiuf. Sampel dalam penelitian ini adalah 217 responden pengguna shopee di Yogyakarta yang dipilih dengan menggunakan Teknik simple non random sampling. Hasil penelitian ini menunjukkan bahwa perceived experience dan perceived value berpengaruh positif signifikan terhadap customer loyalty, selain itu perceived experience dan perceived value berpengaruh positif signifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh positif signifikan terhadap customer loyalty
The Effect of Emotional Attachment And Perceived Product Quality On Customer Loyalty With Customer Satisfaction As A Mediator Muhammad Affidianto Arrusda; Ida Bagus Nyoman Udayana; Bernadetta Diansepti Maharani
Journal of Economy, Accounting and Management Science (JEAMS) Vol. 7 No. 1 (2025): September
Publisher : Faculty of Economics, Merdeka University Surabaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55173/jeams.v7i1.71

Abstract

This study aims to determine and examine the influence of emotional attachment and perceived product quality on customer loyalty with customer satisfaction as a mediator. This study uses a quantitative method. The sampling technique used is nonprobability sampling, specifically purposive sampling, with a sample size of 112 respondents. Data collection was conducted using a questionnaire distributed via Google Forms to respondents who had purchased Ventela products at least once. Data analysis techniques used in this study included data quality testing, classical assumption testing, multiple linear regression, and Sobel testing. The results of the study indicate that (1) emotional attachment has a positive and significant effect on customer satisfaction, (2) perceived product quality has a positive and significant effect on customer satisfaction, (3) emotional attachment has a positive and significant effect on customer loyalty, (4) perceived product quality has a positive and significant effect on customer loyalty, and (5) customer satisfaction does not affect customer loyalty.
PENGARUH PERSEPSI KEAMANAN, KUALITAS INFORMASI DAN KEPERCAYAAN TERHADAP KEPUTUSAN PEMBELIAN ONLINE (STUDY KASUS PADA KONSUMEN SHOPEE DI YOGYAKARTA) Susanto, Dedek; Fadhilah, Muinah; Udayana, Ida Bagus Nyoman
JURNAL ILMU MANAJEMEN Vol. 18 No. 2 (2021): DESEMBER 2021
Publisher : Universitas Negeri Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (327.678 KB) | DOI: 10.21831/jim.v18i2.43925

Abstract

The study aims to analyze the partial and simultaneous effect of perceived security, information quality and trust on purchasing decisions with primary data from questionnaires. The population in this study were all Shopee consumers in Yogyakarta and the research sample was determined by probability sampling method with nonprobability sampling techniques so that 100 samples were obtained. This study uses multiple linear regression analysis with the results of the study concluded that simultaneously perceptions of security, information quality and trust affect purchasing decisions and partially security perception variables have no effect on purchasing decisions while information quality affect purchasing decisions.  Keywords: Security Perception, Information Quality, Trust and Purchasing Decisions
PENGARUH PERSEPSI KEAMANAN, KUALITAS INFORMASI DAN KEPERCAYAAN TERHADAP KEPUTUSAN PEMBELIAN ONLINE (STUDY KASUS PADA KONSUMEN SHOPEE DI YOGYAKARTA) Susanto, Dedek; Fadhilah, Muinah; Udayana, Ida Bagus Nyoman
JURNAL ILMU MANAJEMEN Vol. 18 No. 2 (2021): DESEMBER 2021
Publisher : Universitas Negeri Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21831/jim.v18i2.43925

Abstract

The study aims to analyze the partial and simultaneous effect of perceived security, information quality and trust on purchasing decisions with primary data from questionnaires. The population in this study were all Shopee consumers in Yogyakarta and the research sample was determined by probability sampling method with nonprobability sampling techniques so that 100 samples were obtained. This study uses multiple linear regression analysis with the results of the study concluded that simultaneously perceptions of security, information quality and trust affect purchasing decisions and partially security perception variables have no effect on purchasing decisions while information quality affect purchasing decisions.  Keywords: Security Perception, Information Quality, Trust and Purchasing Decisions
The Role of Organizational Agility and Innovation Capabilities as Mediators in Improving Sustainable Performance through Digital Transformational Leadership Putra, Ida Bagus Udayana; Udayana, Ida Bagus Nyoman; Putra, Ida Bagus Gede Parama; Saputra, Komang Adi Kurniawan
International Journal of Social Science and Business Vol. 9 No. 2 (2025): May
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/ijssb.v9i2.96151

Abstract

This study examines the impact of digital transformational leadership on organizational agility, employee engagement, innovation capability, and sustainable performance, with a focus on the mediating roles of these variables. The findings aim to provide practical insights for organizational leaders to enhance sustainable performance through effective digital leadership strategies. The research involved 151 employees from manufacturing companies in Central Java and DIY, selected using purposive sampling. Data were collected via a Likert scale questionnaire (1-5) and analyzed using structural equation modeling (SEM) with AMOS. The results indicate that organizational agility and innovation capability significantly and positively influence sustainable performance, highlighting their critical roles in maintaining long-term competitiveness. However, employee engagement did not show a significant direct impact on sustainable performance. Digital transformational leadership was found to indirectly enhance sustainable performance through its positive effects on organizational agility and innovation capability, rather than through a direct relationship. The study underscores the importance of digital transformational leadership in fostering organizational agility and innovation. Leaders should align digital strategies with adaptive organizational cultures to maximize the benefits of digital transformation. Future research should explore additional mediating factors to further elucidate these relationships.
Pengaruh E-Service Quality Dan Customer Perceived Value Terhadap Customer Satisfaction Dengan Trust Sebagai Variabel Mediasi Pada Transportasi Grab (Studi Kasus Pada Pengguna Grab Di Kota Yogyakarta) Mutiara, Thoriq Abdillah; Nyoman Udayana, Ida Bagus; Diansepti Maharani, Bernadetta
JPEK: Jurnal Pendidikan Ekonomi dan Kewirausahaan Vol 8 No 1 (2024): JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan)
Publisher : Universitas Hamzanwadi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29408/jpek.v8i1.24336

Abstract

This study aims to determine (1) The effect of E-Service Quality on Customer Satisfaction (2) The effect of Customer Perceived Value on Customer Satisfaction (3) The effect of E-Service Quality on Trust (4) The effect of Customer Perceived Value on Trust (5) The effect of Trust on Customer satisfaction. The sample in this study were 105 respondents from the people of Yogyakarta City who had used Grab Transportation. The data collection method uses a questionnaire method which is distributed using purposive sampling technique. This study uses Data Quality Test, Classical Assumption Test, Multiple Regression Test and Hypothesis Test. The results of this study indicate (1) there is a positive and significant effect of E-Service Quality on Customer Satisfaction (2) there is a positive and significant effect of Customer Perceived Value on Customer Satisfaction (3) there is a positive and significant effect of E-Service Quality on Trust (4) there is a positive and significant effect of Customer Perceived Value on Trust (5) there is no positive and significant effect of Trust on Customer Satisfaction.
Dampak Influencer Marketing Dan Online Customer Reviews Terhadap Online Purchase Decisions Dimediasi Oleh Customer Trust Nyoman Udayana, Ida Bagus; Hanafi, Faturrahman; Hatmanti Hutami, Lusia Tria
JPEK: Jurnal Pendidikan Ekonomi dan Kewirausahaan Vol 8 No 1 (2024): JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan)
Publisher : Universitas Hamzanwadi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29408/jpek.v8i1.24913

Abstract

This study specifically targets the individuals who utilize the Shopee marketplace platform inside the city of Yogyakarta. The objective of this study is to examine the impact of customer reviews and online influencer marketing on online purchasing decisions, with customer trust playing a mediating role. The data collection instrument employed was a questionnaire created using Google Forms, and a total of 120 participants were chosen by purposive selection approaches. Afterwards, the data were analyzed using the SPSS version 25 software. This analysis incorporates the utilization of Sobel testing, R2 or coefficient of determination assessment, t-test examination, F-test examination, verification of traditional assumptions, and evaluation of Multiple Linear Regression. The study's findings suggest that influencer marketing positively influences consumer trust. Additionally, online customer reviews have a key role in shaping consumer trust, while consumer confidence has a favorable and substantial impact on online purchase decisions. Nevertheless, neither influencer marketing nor online customer evaluations have a direct influence on consumers' decisions to make online purchases
Customer response power capability to enhance marketing performance in Micro, Small and Medium Enterprises (MSME) Lukitaningsih, Ambar; Nyoman Udayana, Ida Bagus; Hadi, Syamsul; Marjukah, Anis; Evanjeli, Laurensia Aptik
Jurnal Manajemen dan Pemasaran Jasa Vol. 16 No. 2 (2023): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v16i2.15967

Abstract

Micro, Small, and Medium Enterprises (MSME) are of importance in the success and growth of Indonesia's national economy. These enterprises form the backbone of the workforce and their marketing performance is a key indicator of progress. However, studies by marketing experts indicate a disagreement between the outcome of market sensing capability and marketing performance. Based on several reports, a sales team that can see the market ahead of time impacts marketing personnel's performance. In contrast, other marketing experts discovered that market sensing quality does not hold such influence. Therefore, this study aimed to resolve the controversy surrounding the investigation by proposing a new concept, such as customer response quality, using a theoretical model. The participants included were 259 MSME actors in Yogyakarta, selected through purposive sampling. Furthermore, questionnaire, data were collected and analyzed using SEM. The results showed that customer orientation, learning orientation, and market sensing quality significantly and positively affected customer response quality. Among these, learning orientation has the most considerable influence. The novelty of this study is that customer response power capability had a significant positive effect on marketing performance. Meanwhile, customer orientation, learning orientation, and market sensing quality had no direct impact, therefore, it was recommended that MSME should focus on the company's ability to sense market quality, customer orientation, and learning orientation to respond to customers, and subsequently increase marketing performance.
Co-Authors Abdurrahman Abdurrahman Ade Yogi Ferawan Adeliani, Wulan Adia Adi Prabowo Aditya Julita Sari Adriana Winarti Agung, M Riziq Agus Dwi Cahya Agus Dwi Cahya Agus Dwi Cahya Agus Setiawan Ahmad Algi Saputra Ahmadi Sulaiman Akhmad Rajabiyanor Aldri Afrianata Alifia Lintang Dharmanisa Ambar Lukitaningsih Andayani, Anisa Yuli Andriani, Ellyta Liska Andykiawan Ega Dangga Anis Aprillia Sari Anis Marjukah Anis Marjukah Annisa Widilia Rahmawati Ardi Gusmawan Aria Pramana Atma Fadna Rinaja Aulia Melani, Shava Riftika Ayang, Anias Ina Aprilia Azizah, Bilqis Putri Bayu Aprilianto Bernadetta Dia Bernadetta Diansepti Maharani Bernadetta Diansepti Maharani Bernadetta Diansepti Maharani Bernadetta Diansepti Maharani Bernadetta Diansepti Maharani Bilqis Putri Azizah Brian Luyzh Fernando Giri Budiarno Budiarno Cici Chintia Putri Danang Ramadhan Dedek Susanto, Dedek Devi Nurchasanah Dhevia Halimah Ramadhani Diansepti Maharani, Bernadetta Dionisius Dominikus Daud Carvallo Domi Kirana Dona Fitriani Dwi Iskandar Mizan Dwi Narko E. Budi Setiawan Eko Bagus Widakdhono Eko Bagus Widakdhono Ellyta Liska Andriani Eva Latifatul Haziza Evanjeli, Laurensia Aptik Evi Zulfia Fadhilla Ajeng Aqdella Fatma, Tyas Frega Fauzi, Muhamad Ardan Febriani Wahyu Saputri feri irawan Fery Budi Setiawan Flavianus Yoga Tridandy Chandra Fransizka Ayu Kristiani Gadang Raharja Galih Kristian Gunawan, Elvender Hanafi, Faturrahman Hanifia Rahma Wulandari Hartati Dwi Nawastuty Hatmanti Hutami, Lusia Tria Henny Welsa Herli Qwen Sofana A Herli Qwen Sofana A Herniwati, Titisari Hutami, Lusia Tria Hatmanti Hutami, Lusia Tria Hatmanti Hutami Ida Ayu Purnama, Ida Ayu Ida Bagus Udayana Putra Ilya Nafilah Indriani, Novita Indriyana Septiani Irma Nursafitri Ismi Suaidi Isna, Kadek Isnaini, Putri Aprilia Julinha Betty Guterres Riu Kadek Isna Khunaini, Muhammad Romadon Komang Adi Kurniawan Saputra Kristian, Galih Lasmiani, Lasmiani Laurensia Aptik Evanjeli LTH Hutami LTH Hutami Lusia Tria Hatmanti Lusia Tria Hatmanti Hutami Lusia Tria Hatmanti Hutami Lusia Tria Hatmanti Hutami Lusia Tria Hatmanti Hutami Lusia Tria Hatmanti Hutami Lusia Tria Hatmanti Hutami Lusia Tria Hatmanti Utami M Riziq Agung M. Arif Mutawakil M. Rasyid Ridho Maharani, Bernadetta Dian Maharani, Bernadetta Diansepti Mahdanito Fadzika Bakti Marchellino Ronaldo Sae Masytohannum Nasution Mohammad Arief Baehaqi Muhammad Affidianto Arrusda Muhammad Hafizh Ryananda Muhammad Isrok Muinah Fadhilah, Muinah Mutiara, Thoriq Abdillah Nadia Nurrahmah Sari Naili Farida Natalia Dewi Fendal Niken Mayrenda Nonik Kusuma Ningrum Nonik Kusuma Ningrum Nova Sari Dewi Nugraha, Tommy Wiguna Nurafina, Aulia Nurseto, Bangkit Adhe Nurseto Oktavia Saputri Patria Gantara Perkasa, Duta Pingky Octavian Pramestyi Utami Pramestyi Utami Putra, Ida Bagus Gede Parama Putri Aprilia Isnaini Putri Dwi Cahyani Putri Dwi Cahyani Putri Dwi Cahyani Putri Dwi Cahyani, Putri Dwi Rahmah Esti Utami Ratri Pangastuti Regi Tuska Rejeki Sekar Dwifa Rendi Ajib Dhiastama Reza, Ceva Faza Riska Ermawati Riska Ernawati Rizqi Rukmana Putri Roki Satria Jaya Rudi Kurniawan Sadewa, Alex Fitrianta Sandika Purnama Putri Selfi Dayanti Sukma Nur Annisa Syamsul Hadi Syamsul Hadi Taiso, Theresia Irene Tommy Wiguna Nugraha Tri Nurdiyanto Tria Hatmanti Hutami Trianti Prihartini Tyas Frega Fatma Ulfan Vivin Yuwansa Wahyu Ajisakti Ramdhan Wahyu Goesty Perdana Wahyu Widiya Ningsih Wayan Deni Ardane Wilfridus Nong Panggo Pati Willy Pebriana Chandra Kirana Yuli Endar Yani Yusup, Ariska Maulana Zidan, Muhammad