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All Journal MATRIK: JURNAL MANAJEMEN, STRATEGI BISNIS, DAN KEWIRAUSAHAAN Jurnal Pendidikan Anak Usia Dini Undiksha Jurnal Ekonomi dan Bisnis Jagaditha Journal of Economics, Business, & Accountancy Ventura EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis MIX : Jurnal Ilmiah Manajemen E-Dimas: Jurnal Pengabdian kepada Masyarakat Jurnal Mirai Management Asia-Pacific Management and Business Application Dinamisia: Jurnal Pengabdian Kepada Masyarakat WIDYA LAKSANA JURNAL MANAJEMEN BISNIS PEDULI: Jurnal Imiah Pengabdian Pada Masyarakat Jurnal Ilmiah Manajemen dan Bisnis Dinasti International Journal of Management Science International Journal of Environmental, Sustainability, and Social Science Journal of Tourism Economics and Policy Jurnal Pengabdian Kepada Masyarakat Media Ganesha FHIS (P2MMGFHIS) Husnayain Business Review International Journal of Islamic Business and Management Review Akuntansi dan Humaniora: Jurnal Pengabdian Masyarakat Journal of Sustainable Business and Management International Journal of Entrepreneurship and Business Management Loka: Journal Of Environmental Sciences Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis
Ni Made Wahyuni
Universitas Warmadewa, Denpasar, Bali-Indonesia
Arts Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Customer Satisfaction as a Mediator Between Service Quality, CRM, and Customer Loyalty Made Dwika Dinda Damayanti; Ni Made Wahyuni; Made Setini
Husnayain Business Review Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia (ADPEBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/hbr.v6i1.1762

Abstract

Purpose – This study aims to examine the effects of service quality and customer relationship management (CRM) on customer loyalty, with customer satisfaction as a mediating variable, among Bank Permata customers in Bali. Methodology/approach – This research employed a quantitative approach using a survey method. Data were collected through questionnaires distributed to 115 Bank Permata customers in Bali. The analysis was conducted using Partial Least Squares (PLS) to test the direct and indirect relationships among variables. Findings – The results reveal that service quality does not have a significant direct effect on customer loyalty, but it has a positive and significant influence on customer satisfaction. CRM has a positive and significant effect on both customer satisfaction and customer loyalty. Customer satisfaction also positively and significantly affects customer loyalty. Furthermore, mediation analysis indicates that customer satisfaction fully mediates the relationship between service quality and customer loyalty, while it partially mediates the relationship between CRM and customer loyalty. Novelty/value – This study provides empirical evidence that customer satisfaction plays a crucial bridging role in strengthening loyalty within the banking sector, particularly in the context of Bank Permata Bali. The findings highlight the importance of improving service performance and implementing sustainable, personalized CRM strategies to enhance long-term customer loyalty.
The Role Of Environmental Concern In Mediating Promotion And Brand Image Of Electric Vehicle Purchase Intention In Denpasar City Ni Kadek Linda Surlimna; Made Setini; Ni Made Wahyuni
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 13 No 2 (2025): April
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v13i2.7958

Abstract

This study aims to analyze the role of environmental concern in mediating the influence of promotion and brand image on the purchase intention of electric vehicles in the city of Denpasar. The method used was a survey by collecting data through a questionnaire distributed to 160 respondents. Data analysis was carried out using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The results of the study show that promotion has a positive and significant influence on purchase intention and environmental concern. Brand image has a positive but not significant effect on purchase intention and environmental concern. In addition, environmental concern has proven to have a positive and significant effect on purchase intention. The results also show that environmental concern plays a role as a partial mediator in the relationship between promotion and purchase intention, but does not mediate the relationship between brand image and purchase intention. This finding provides insight for automotive companies in designing more effective marketing strategies by prioritizing environmental issues and brand image to increase purchase intention of electric vehicles.
The Effect of Online Visibility on Purchase Intention Through Company Reputation as a Mediating Variable (Case Study: Villa Kintamani) Jero Wahyu ABDI; Ni Made WAHYUNI; Ni wayan SITIARI
International Journal of Environmental, Sustainability, and Social Science Vol. 6 No. 6 (2025): International Journal of Environmental, Sustainability, and Social Science (Nov
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/ijesss.v6i6.1671

Abstract

This study aims to analyze the effect of online visibility on tourists' purchase intention, with corporate reputation as a mediating variable, in the context of three villas located in the Kintamani area of Bali. The research employed a quantitative approach with an associative method. The population consisted of tourists who had previously stayed at or visited the three villas. A total of 90 respondents were selected using a non-probability sampling technique with a purposive sampling approach. Data were collected through the distribution of questionnaires as the primary research instrument. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS software. The results indicate that online visibility has a positive and significant effect on tourists’ purchase intention, as well as on corporate reputation. Furthermore, corporate reputation also has a positive and significant effect on tourists’ purchase intention. Another important finding reveals that corporate reputation significantly mediates the relationship between online visibility and purchase intention. Overall, the findings suggest that online visibility plays a strategic role in shaping tourists’ purchase intentions, both directly and indirectly through enhanced corporate reputation. Therefore, it is recommended that integrated digital marketing strategies be implemented, with simultaneous attention to both online visibility and corporate reputation, in order to increase consumer interest and purchasing decisions in the context of rural tourism.
The Influence of Products, Prices, and Places on Parents' Decision to Choose a Kindergarten Preschool Mediated by Trust in South Kuta District I Ketut Yogi Angga Pratama PUTRA; Ni Made WAHYUNI; Ni Luh Putu INDIANI
International Journal of Environmental, Sustainability, and Social Science Vol. 6 No. 1 (2025): International Journal of Environmental, Sustainability, and Social Science (Jan
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/ijesss.v6i1.1322

Abstract

Preschool education plays a vital role in shaping children's development and personality. Awareness of its importance continues to grow, reflected in the increasing number of preschool institutions, particularly in South Kuta District. However, this growth has intensified competition among preschools in attracting students. Therefore, research is needed to analyze the factors influencing parents' decisions in selecting a preschool. This study examines the impact of product, price, and place on purchasing decisions, with trust as a mediating variable. The population consists of parents seeking preschool enrollment for their children in South Kuta District. Using a questionnaire, data were collected from 110 respondents and analyzed with Partial Least Square (PLS) inferential analysis. Findings reveal that product and price have a positive and significant effect on purchasing decisions and trust. While place significantly affects trust, its impact on purchasing decisions is positive but not significant. Trust partially mediates the relationship between product and purchasing decisions, as well as between price and purchasing decisions. However, trust fully mediates the relationship between place and purchasing decisions. These results highlight the importance of product quality, pricing strategies, and trust-building efforts in attracting parents to preschool institutions.
The Role of Purchase Intention in Mediating the Influence of Influencers and Online Customer Reviews on the Purchase Decisions of Electronic Products in E-Commerce (A Case Study in Denpasar City) Ni Putu Sinria FRANZA; Ni Luh Putu INDIANI; Ni Made WAHYUNI
International Journal of Environmental, Sustainability, and Social Science Vol. 6 No. 2 (2025): International Journal of Environmental, Sustainability, and Social Science (Mar
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/ijesss.v6i2.1331

Abstract

The rapid growth of e-commerce has boosted the digital business climate but also intensified market competition. To stay competitive, businesses must go beyond technology by innovating their sales strategies, particularly in electronic products—the top-selling category in Indonesian e-commerce in 2023. This study analyzes how Influencers and Online Customer Reviews affect electronic product purchasing decisions in e-commerce, with Purchase Intention as a mediating variable. The population of this study consists of residents of Denpasar City who have made electronic product purchases through e-commerce platforms. The research method used is a survey, with data collected through questionnaires distributed to 160 respondents. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results of the study show that Influencers have a positive and significant effect on both purchase intention and purchase decisions. Online Customer Reviews have a negative and significant effect on purchase decisions, but a positive and significant effect on purchase intention. The findings also indicate that purchase intention serves as a partial mediator in the relationship between Influencers and Online Customer Reviews on the purchase decisions of electronic products in e-commerce. These findings provide valuable insights for digital business players in designing more effective marketing strategies by utilizing Influencers and Online Customer Reviews to enhance purchase decisions for electronic products in e-commerce.
The Influence of Work Environment and Work Motivation on Employee Performance with Organizational Citizenship Behavior (OCB) as a Mediating Variable I Putu Aditya Endra PRATAMA; I Wayan Gde SARMAWA; Ni Made WAHYUNI
International Journal of Environmental, Sustainability, and Social Science Vol. 6 No. 4 (2025): International Journal of Environmental, Sustainability, and Social Science (Jul
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/ijesss.v6i4.1473

Abstract

In today’s competitive era of globalization, the quality of human resources has become a critical factor in determining a company’s sustainability and performance. This study aims to examine the effect of the work environment and work motivation on employee performance, with Organizational Citizenship Behavior (OCB) serving as a mediating variable at CV. Mahaprima Textile. The research adopts a quantitative approach with an explanatory design, utilizing a census sampling technique by distributing structured questionnaires to all employees, totaling 68 respondents. Data were analyzed using the Partial Least Squares (PLS) method. The findings reveal that while the work environment has a positive but statistically insignificant effect on employee performance, it exerts a positive and significant influence on OCB. Similarly, work motivation shows a positive yet insignificant effect on performance, but has a significant positive impact on OCB. Furthermore, OCB has a significant effect on employee performance and is found to fully mediate the relationship between the work environment and employee performance, as well as partially mediate the relationship between work motivation and performance. These results underscore the pivotal role of OCB in enhancing the impact of the work environment and work motivation on employee performance.
The Influence of Sales Promotion and Hedonic Shopping Motivation on Impulse Buying with Positive Emotion as an Intervening Variable on E-Commerce Customers In Indonesia Dewi, Ni Luh Aria Sukma; Indiani, Ni Luh Putu; Wahyuni, Ni Made
International Journal of Environmental, Sustainability, and Social Science Vol. 7 No. 2 (2026): International Journal of Environmental, Sustainability, and Social Science (Mar
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/ijesss.v7i2.1044

Abstract

The development of e-commerce in Indonesia has increased quite rapidly. E-commerce has become an important part of people's lives today because more and more people choose to shop online. The emergence of impulse buying consists of external factors, namely sales promotion and internal factors, namely hedonic shopping motivation . The positive emotion variable was chosen as a mediating variable to reflect how much public enthusiasm is related to positive emotions which cause customers to impulse buy . The variables sales promotion, hedonic shopping motivation are thought to be significant in influencing impulse buying among e-commerce customers with positive emotion as an intervening variable. The aim of this research is to analyze the influence of sales promotion and hedonic shopping motivation on impulse buying with positive emotion as an intervening variable for e-commerce customers . The method used in this research is quantitative with a questionnaire carried out systematically in accordance with the research objectives. The population in this study were Indonesian people who had used e-commerce for online shopping with 120 respondents. This research uses 5 Likert scales to measure variables when testing the validity and reliability of variables. This research was analyzed using PLS-based SEM. The research results show that (1) Sales promotion significant effect on impulse buying . (2) Hedonic shopping motivation has a significant positive effect on impulse buying. (3) Sales promotion positive influence on positive emotions.
Effect of Learning Orientation on Innovation: A Mediating Role of Knowledge Competence Ni Made Wahyuni; I Gusti Ayu Ketut Giantari
Jurnal Ekonomi dan Bisnis Jagaditha Vol. 6 No. 2 (2019)
Publisher : Universitas Warmadewa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22225/jj.6.2.1296.92-98

Abstract

The purpose of this research was to investigate the effect of learning orientation on innovation, and knowledge competence as a mediator between learning orientation and innovation. The research collected data from 70 managers of manufacturing SMEs in Bali Province responded to the research questionnaires, and then the data were analyzed by using structural equation modeling with the partial least square approach. The results of this research show a significant and direct effect of learning orientation on innovation, learning orientation on knowledge competence, and knowledge competence on innovation. Furthermore, the results of the research show an indirect influence between learning orientation and innovation, which is mediated by knowledge competence. The findings of this research empirically show that learning orientation has a positive effect on knowledge competence, and knowledge competence has an important mediating effect to be managed to explain the mechanism by which learning orientation encourages innovation. Based on the research result, therefore, it can be concluded that this research offers empirical evidence about the relationship of learning orientation, knowledge competence and innovation. This research makes a theoretical contribution to the clarification that high learning orientation levels can increase innovation capacity. An important finding of this research is the role of learning orientation to increase innovation through the mediation of knowledge competence.
The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency I Gusti Ngurah Surahman; Putu Ngurah Suyatna Yasa; Ni Made Wahyuni
Jurnal Ekonomi dan Bisnis Jagaditha Vol. 7 No. 1 (2020): Jurnal Ekonomi & Bisnis JAGADITHA
Publisher : Universitas Warmadewa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22225/jj.7.1.1626.46-52

Abstract

The aims of this research was to determine the effect of service quality with customer loyalty. And customer satisfaction as a mediator between the relationship of service quality with customer loyalty. This research was collected data from 100 respondents who were customers who visited the Tourism Village in Badung Regency. The data were analyzed using structural equation modeling with partial least square approach. The results indicate an insignificant direct effect of service quality on customer loyalty. Significant direct influence on service quality with customer satisfaction, and customer satisfaction with customer loyalty. Furthermore, the results show an indirect effect between service quality and customer loyalty, which is mediated by customer satisfaction. The findings was empirically indicate that service quality has a negative effect on customer satisfaction. And customer satisfaction has a full mediating effect, customer satisfaction is important explaining the quality of service to drive customer loyalty. Based on the results it can be concluded that this research offers empirical evidence of the relationship of service quality, customer satisfaction and customer loyalty. This research makes a theoretical contribution to clarifying the high level of service quality increasing customer loyalty through customer satisfaction.
The Effect of Attitude in Mediating Environmental Knowledge towards the Purchase Intention of Green Cosmetic Product Ni Wayan Arika Putri; Ni Made Wahyuni; Putu Ngurah Suyatna Yasa
Jurnal Ekonomi dan Bisnis Jagaditha Vol. 8 No. 2 (2021): Jurnal Ekonomi & Bisnis JAGADITHA
Publisher : Universitas Warmadewa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22225/jj.8.2.2021.202-208

Abstract

The existence of public awareness of environmental preservation today, makes many companies, especially cosmetics, try to put forward the ecological aspects and raise environmental issues as one of their marketing strategies. This study aims to explain attitudes and environmental knowledge in determining the purchase intention of a green cosmetic product. This study uses a purposive sampling technique for determining samples. The samples used were 100 people, all consumers who had never bought green cosmetic products domiciled in Denpasar City. The data obtained were analyzed by descriptive analysis and PLS. The results found that environmental knowledge and attitudes had a positive and significant effect on purchase intentions. Furthermore, the attitude mediates a portion of environmental knowledge towards the purchase intention of a green cosmetic product. Therefore, it was expected the consumer who already have knowledge of the environment has the potential to become customers for green cosmetics producers. In addition, the companies need to increase the intention of potential consumers to switch to green cosmetics products by highlighting the added value of consumption of green products and further research can add construct alternatives that affect the purchase intention of green cosmetics products such as environmental awareness and increase references related to this study.
Co-Authors Adinda Ayu Lestari Ningsih Artha, Pande Putu Dwi Novigga AWATARA, I Gusti Agung Gede Usadhana Daru Asih Datrini , Luh Kade Dewi , Kadek Goldina Puteri DEWI, Anak Agung Ayu Rai Sukma DEWI, Kadek Goldina Puteri DEWI, Ni Luh Aria Sukma Dian Pramana ERAWAN, Putu Yuke Prabandari Evi Triandini FERAYANTI, Kadek Dewi Gede Agus Surya PRATAMA I Gusti Agung Gede Usadhana AWATARA I Gusti Ayu Ketut Giantari I Gusti Ngurah Surahman I Ketut Darma I Ketut Yogi Angga Pratama PUTRA I Made Sara I Made Wianto Putra I Putu Aditya Endra PRATAMA I Wayan Gde SARMAWA I Wayan Gede Suacana I Wayan Rideng I Wayan Wesna ASTARA I.A Pt. Santi Purnamawati Ida Ayu Putu Santi Purnamawati ISWARA, A.A Ngurah KT Pradnyana Januba, Zia Beti Jero Wahyu ABDI Kadek Goldina Puteri Dewi Kadek Goldina Puteri DEWI Kadek Goldina Puteri Dewi Koyan, I Wayan M.Pd S.T. S.Pd. I Gde Wawan Sudatha . Made Dwika Dinda Damayanti Ni Kadek Ayu Surya BINTANG Ni Kadek Linda Surlimna Ni Luh Mega Widiani Ni Luh Pudak Sariani Ni Luh Putu INDIANI Ni Luh Putu Indiani Ni Luh Putu Mita MIATI Ni Made Ayu Vidayani Permatasari Ni Made Pramesi Dwi Winanda Ni Putu Nila Evayanti Nila Evayanti Ni Putu Sinria FRANZA Ni Wayan Arika Putri Ni Wayan SITIARI Nyoman Yudhana Pratama, Gede Agus Surya Putra, Ida Bagus Udaya Putu Ayu Desy Trisnadewi Darmawan Putu Ayu Sita Laksmi Putu Indah Hapsari Raka, Anak Agung Gede Setini, Made Widiani, Ni Luh Mega Yasa, Putu Ngurah Suyatna Yudhana, Nyoman