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All Journal CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Journal of Business & Banking Jurnal Manajemen dan Kewirausahaan (JMDK) Ekonomi Bisnis JURNAL MANAJEMEN MOTIVASI Jurnal Pendidikan Ekonomi (JURKAMI) MABIS: Manajemen dan Bisnis IMANENSI: Jurnal Ekonomi, Manajemen dan Akuntansi Islam Jurnal Eduscience (JES) Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Journal of Entrepreneurship & Business Ranah Research : Journal of Multidisciplinary Research and Development
Juliani Dyah Trisnawati
Fakultas Bisnis Dan Ekonomika Universitas Surabaya
Religion Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Transportation Other

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EFFECT OF E-COMMERCE INNOVATION AND E-SERVICE QUALITY ON TOKOPEDIA CUSTOMER SATISFACTION AND LOYALTY IN SURABAYA Wibowo, Felix Arvinto; Trisnawati, Juliani Dyah; Megawati, Veny
Jurnal Pendidikan Ekonomi (JURKAMI) Vol 9, No 1 (2024): JURKAMI
Publisher : STKIP Persada Khatulistiwa Sintang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31932/jpe.v9i1.3065

Abstract

Recent developments have encouraged changes in people's shopping styles, from conventional to online. The online shopping style that society continues to adopt also influences the basis of people's decisions in determining which e-commerce to choose to fulfill people's online shopping activities. This research will analyze the influence of e-commerce innovation, e-service quality, customer satisfaction, and loyalty on Tokopedia customers in Surabaya. This research uses a quantitative approach with primary data in the form of a questionnaire, which is distributed and analyzed using the Structural Equation Modeling (SEM) method with the help of SmartPLS 4.0 software. The results of this research found that e-commerce innovation has a positive impact on customer satisfaction and customer loyalty. E-service quality has a positive impact on customer satisfaction but not a significant impact on customer loyalty. Customer satisfaction has a positive impact on customer loyalty. Customer satisfaction mediates the development of e-commerce innovation and e-service quality on customer loyalty. A thorough understanding of the factors that influence customer satisfaction is essential in gaining customer loyalty for e-commerce companies in Indonesia. Companies must be able to adapt the innovations and the quality of electronic services provided to the factors that influence customer satisfaction.
The Relationship Between Leadership And Organizational Behavior (Case Study Of Ketapanrame Village Government) Seftiasari, Gita; Trisnawati, Juliani Dyah
INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia Vol. 8 No. 1 (2024): INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia
Publisher : Forum Inovasi Bisnis dan Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31842/jurnalinobis.v8i1.347

Abstract

Leadership and organizational behavior are two crucial elements in any organization, including in the context of village governance. Good leadership not only influences the direction and goals of the organization but also shapes the culture and dynamics within it. Understanding organizational behavior in Ketapanrame Village is essential to identify the patterns of interaction between individuals and groups, as well as how local culture affects the performance of village officials and the community. In this context, the relationship between leadership and organizational behavior is the main focus of this study. The research uses a qualitative approach with a case study method to explore the dynamics in more depth. Data were collected through in-depth interviews, direct observation, and analysis of relevant documents. The findings show that the relationship between leadership and organizational behavior in Ketapanrame Village has a direct impact on the effectiveness of village governance. Effective leadership can foster positive organizational behavior, where leaders create an environment that encourages collaboration, open communication, and innovation. Conversely, positive organizational behavior will support the achievement of the organization’s vision and mission, as well as improve overall performance, creating synergy between leaders, village officials, and the community
The Influence of Swift Guanxi on Purchase Intention of Gen Z and Millennials on Shopee Live Streaming Users in Indonesia Salsabila, Pavita Fitri; Trisnawati, Juliani Dyah; Megawati, Veny
Ekonomi Bisnis Vol 29, No 3 (2024): EKONOMI BISNIS NOVEMBER 2024
Publisher : Departemen Manajemen Fakultas Ekonomi dan Bisnis Universitas Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17977/um042v29i3p141-155

Abstract

This study aims to explore the influence of swift guanxi on purchase intention among Shopee live streaming users in Indonesia. Swift guanxi refers to interpersonal relationships that are formed quickly between buyers and sellers on e-commerce platforms. This study uses a quantitative approach with a survey method, involving 316 respondents from Gen Z and Millennials who actively use Shopee live streaming. The analysis model used includes validity and reliability tests with SPSS, as well as testing the influence between variables using PLS-SEM. The results of the analysis show that telepresence, flow, perceived informativeness, perceived responsiveness, and perceived likeability have a significant effect on swift guanxi, while guidance shopping and metavoicing do not have a significant effect. Swift guanxi is proven to have a significant effect on purchase intention and gift-giving intention. This study is expected to provide insight for business actors to understand the importance of swift guanxi in increasing consumer purchase intention on e-commerce platforms.
Pengaruh Customer Experience Terhadap Minat Kunjung Wisatawan Lokal di Jawa Timur Park 2 Batu Malang Filichia, Sabrina Angie; Rahayu, Siti; Trisnawati, Juliani Dyah
Ranah Research : Journal of Multidisciplinary Research and Development Vol. 7 No. 3 (2025): Ranah Research : Journal Of Multidisciplinary Research and Development
Publisher : Dinasti Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/rrj.v7i3.1429

Abstract

Kota Batu merupakan salah satu kota tujuan destinasi wisata yang sedang mengalami perkembangan di Jawa Timur. Beberapa destinasi wisata di Kota Batu yang paling terkenal meliputi objek wisata alam, budaya, religi, dan petualangan atau taman hiburan. Jawa Timur Park 2 atau yang dikenal dengan Jatim Park 2 merupakan salah satu destinasi wisata yang ada di Kota Batu. Jawa Timur Park 2 memiliki keistimewaan atau karakteristik khusus yang menjadikannya sebagai objek wisata yang unik seperti tempat wisata dan konservasi satwa modern. Tujuan dari penelitian ini untuk mengetahui apakah pengalaman pelanggan dapat menarik minat datang wisatawan lokal di Jawa Timur Park 2. Metode penelitian yang digunakan adalah kuantitatif, dengan cara menyebarkan kuesioner melalui platform Google Form. Hasil dari penelitian ini menunjukkan bahwa pengalaman pelanggan memberikan dampak yang signifikan kepada wisatawan lokal untuk mengunjungi Jawa Timur Park 2, serta memberikan informasi mengenai destinasi wisata.
ANALISIS MOTIVASI DAN MINAT WISATAWAN MENGUNJUNGI WISATA DARK TOURISM GUNUNG MERAPI Effendy, Graciela Meira; Rahayu, Siti; Trisnawati, Juliani Dyah
Jurnal Pendidikan Ekonomi (JURKAMI) Vol 10, No 1 (2025): JURKAMI
Publisher : STKIP Persada Khatulistiwa Sintang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31932/jpe.v10i1.4357

Abstract

Dark tourism, involve visiting sites linked with tragedy or death, has gained significant academic and practical interest. This study investigates the factors influencing tourists’ intentions to visit Mount Merapi, a dark tourism destination in Indonesia, using the Theory of Planned Behavior (TPB). It explores the impact of motivations such as dark experience, engaging entertainment, unique learning experience, and casual interest on attitudes and subjective norms. A quantitative approach was employed, with data collected from 300 respondents through online surveys. Results reveal that unique learning experiences and casual interest significantly influence attitudes and perceptions, while dark experience and engaging entertainment show limited effects. Tourists’ attitudes and subjective norms significantly shape their intentions to visit. The findings suggest that promoting educational and experiential elements can enhance Mount Merapi’s attractiveness. Recommendations include designing programs that offer unique learning experiences and fostering positive perceptions to engage more visitors.
Measuring Hybrid e-Logistics Service Quality from B2C e-Commerce Virantau, Gilbert Nathaniel; Rahayu, Siti; Trisnawati, Juliani Dyah
Journal of Entrepreneurship & Business Vol. 6 No. 3 (2025): Journal of Entrepreneurship and Business (October)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/jeb.v6i3.7899

Abstract

Purpose: This study aims to test and analyze two hybrid models of logistics service quality (LSQ) and their influence on satisfaction, loyalty, and purchase intent in the future. The context of this research is business-to-consumer (B2C) e-commerce with a case study on Tokopedia. This study integrates the traditional LSQ model that adds 3 dimensions, namely order availability, order returns, and quality assurance consisting of the quality of personnel contacts, handling of order non-conformities, and the return process. Method: The survey was conducted by distributing a questionnaire through a google form. Respondents were selected based on predetermined criteria, and data were analyzed using structural equation modelling to examine the relationship between research variables. Result: The results of the study showed that 6 hypotheses were supported and 4 hypotheses were not supported. Order accuracy, order availability, ordering procedures, and quality assurance affect customer satisfaction. Customer satisfaction affects loyalty, and loyalty affects future purchase intention. Hypotheses 1, 2 and 5, namely the influence of timeline, order conditions and information quality on customer satisfaction are not supported. Hypothesis 9 is also unsupported, which suggests that customer satisfaction has no significant effect on future purchase intention.
The Influence of eCommerce Live Streaming on Purchase Intention and Gift-giving Intention Mediated by Swift Guanxi Verrell Juvenio Dotulong; Juliani Dyah Trisnawati; Veny Megawati; Ryan Gerry Patalo
Jurnal Manajemen dan Kewirausahaan Vol. 14 No. 1 (2026): June (2026)
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jmdk.v14i1.16598

Abstract

Live streaming ecommerce has recently become very popular among internet users, especially millennials and Gen Z. Shopee and TikTok are frequently accessed ecommerce platforms that have live streaming features. This study aims to examine the effect of live streaming ecommerce on purchase intention and gift-giving intention among users of the Shopee and TikTok platforms. This study used a quantitative method by distributing questionnaires to a sample of 155 respondents. Data analysis was conducted using Partial Least Square (PLS), considering variables such as telepresence, flow, guidance shopping, and metavoicing on purchase intention and gift-giving intention and swift guanxi as a mediator variable. The results of this study indicate that the variables of telepresence, guidance shopping, have a positive effect on swift guanxi. The swift guanxi variable has a positive effect on purchase intention and gift-giving intention. Then telepresence, flow, guidance shopping, and metavoicing have a positive effect on purchase intention and gift-giving intention through swift guanxi.
Analisis Multikelompok Loyalitas dan Kepuasan Pelanggan GoFood: Peran Gender dan Lama Penggunaan Adhika Putra Wicaksono; Vanessa Marshanda Elim; Juliani Dyah Trisnawati
Journal of Business & Banking Vol 15 No 2 (2025): November (2025) - April (2026)
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414//jbb.v15i02.5573

Abstract

This study examines the determinants of customer loyalty in the online food delivery service GoFood by analyzing the role of customer sat-isfaction and testing the moderating effects of gender and length of service usage. The research addresses the increasing competition in digital food delivery platforms and the need to understand behav-ioral differences among users. The purpose of this study is to ana-lyze the influence of service quality and perceived value on custom-er satisfaction and loyalty, and to determine whether gender and duration of use strengthen these relationships. This research em-ploys a quantitative approach, using a survey with structured questionnaires administered to GoFood users in Surabaya. The da-ta were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) and multigroup analysis. The findings indi-cate that service quality and perceived value significantly influence customer satisfaction, which in turn has a positive and significant effect on customer loyalty. Furthermore, the multigroup analysis reveals differences in the strength of relationships based on gender and length of usage. The results imply that digital platform pro-viders should adopt differentiated marketing strategies to enhance long-term customer loyalty.
Dari interaksi ke transaksi: Apakah hubungan adalah kunci di balik niat untuk membeli? Fiola Augustine Patricia; Juliani Dyah Trisnawati; Prita Ayu Kusumawardhany
Journal of Business & Banking Vol 15 No 01 (2025): Mei-Oktober 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v15i01.5412

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh faktor interpersonal terhadap swift guanxi serta dampaknya terhadap pur-chase intention dalam konteks Live Stream Shopping (LSS) di Indo-nesia. Faktor interpersonal yang diteliti meliputi perceived expertise, similarity, familiarity, likeability, informativeness, dan responsive-ness. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data diperoleh dari 174 responden yang memenuhi kriteria, kemudian dianalisis dengan menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa hampir seluruh faktor interpersonal ber-pengaruh signifikan terhadap swift guanxi, kecuali perceived similar-ity yang tidak terbukti signifikan. Selanjutnya, swift guanxi ber-pengaruh positif terhadap purchase intention. Dengan demikian, kualitas interaksi yang dibangun streamerm terbukti mampu mem-bangun swift guanxi, yang pada akhirnya meningkatkan intensi pembelian dalam LSS. Kesimpulan pada penelitian ini menegaskan bahwa keberhasilan LSS tidak hanya ditentukan oleh aspek produk dan harga saja, tetapi juga sangat dipenmgaruhi oleh kualitas in-teraksi interpersonal. Maka dari itu, streamer perlu membangun startegi komunikasi yang menekankan kredibilitas, personal, dan responsif guna meningkatkan konversi penjualan.
Pengaruh Kualitas Layanan Logistik terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan pada Pengguna TikTok Shop di Indonesia Lesmana, Nathanael Eugene; Rahayu, Siti; Trisnawati, Juliani Dyah
JURNAL MANAJEMEN MOTIVASI Vol 22 No 1 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i1.9144

Abstract

This study aims to analyze the effect of logistics service quality dimensions, including order accuracy, order condition, timeliness, and order discrepancy handling, on customer satisfaction and customer loyalty in TikTok Shop. A quantitative approach was employed by distributing questionnaires to 223 respondents. The data were analyzed using PLS-SEM with SmartPLS 4. The results show that all dimensions of logistics service quality have a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on customer loyalty. These findings highlight the importance of logistics service quality in enhancing customer experience and competitiveness in the e-commerce market. Keywords: Customer satisfaction; Customer loyalty; E-commerce; Logistics service quality; TikTok shop
Co-Authors A. Budiman Setyawan A. Budiman Setyawan Adhika Putra Wicaksono Amabela Andajani, Erna Antonius Budhiman Setyawan Budhiman Setyawan Dewi Nuzila Ramadanita Effendy, Graciela Meira Ema Andajani Filichia, Sabrina Angie Fiola Augustine Patricia Fitri Novika Widjaja Lesmana, Nathanael Eugene Meilany Anggela Ayu V. Muhammad Rosiawan Patalo, Ryan Gerry Prita Ayu Kusumawardhany Roshed Gesti Arimbie Roshed Gesti Arimbie Salsabila, Pavita Fitri Seftiasari, Gita Shella Karlina Gonaldy Siti Rahayu Vanessa Marshanda Elim Veny Megawati Veny Megawati Verrell Juvenio Dotulong Virantau, Gilbert Nathaniel Wibowo, Felix Arvinto