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All Journal CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Jurnal Manajemen STIE Muhammadiyah Palopo Jurnal Pendidikan Ekonomi (JURKAMI) Almana : Jurnal Manajemen dan Bisnis Jurnal Administrasi dan Manajemen Al-Kharaj: Journal of Islamic Economic and Business Amalee: Indonesian Journal of Community Research & Engagement Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Journal of Entrepreneurship & Business Jurnal Terapan Manajemen dan Bisnis Akuntansi Bisnis & Manajemen (ABM) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Economics, Assets, and Evaluation Fokus Bisnis: Media Pengkajian Manajemen dan Akuntansi Jurnal Ilmiah Bisnis dan Ekonomi Asia (Jibeka) Journal of Business and Information System
Fitri Novika Widjaja
Fakultas Bisnis & Ekonomika Universitas Surabaya, Raya Kalirngkut, Surabaya 60293
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Public Health Social Sciences Other

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DAMPAK OVERALL SERVICE QUALITY DALAM MENINGKATKAN KEPUASAN PELANGGAN FASHION E-COMMERCE DI INDONESIA Ariyani, Widitya; Rahayu, Siti; Widjaja, Fitri Novika
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.v10i1.4088

Abstract

E-commerce or electronic commerce, involves the online buying and selling of goods and services, linking businesses with consumers. This study explores how various elements of fashion e-commerce service quality affect customer perceptions and satisfaction. Higher satisfaction levels in e-commerce often result in increased customer retention. Utilizing the SERVQUAL model, the research evaluated service quality by examining factors related to information and system quality. Surveys were conducted among Indonesian adults from September to October 2024, with data analyzed using SmartPLS 4.0. The results revealed significant correlations between reliability and responsiveness in fashion e-commerce service quality. Additionally, system qualities were strongly linked to overall service excellence. The findings emphasize that perceived service quality is vital for customer satisfaction and their revisit intention. Key factors influencing service quality included reliability, interactivity, and ease of use. To enhance quality perception and foster user trust, e-commerce managers should adopt advanced technologies. The study concludes with suggestions for future research.
PENGARUH LOGISTIC SERVICE QUALITY PADA THE BEST MARKETPLACE DI INDONESIA NABIILAH, NOVA ALIFFIA; Rahayu, Siti; Widjaja, Fitri Novika
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.v10i1.4089

Abstract

In the era of growing digitalization, the retail world is experiencing significant generational changes, the world of markets and logistics has a very close influence in influencing customer satisfaction. This research aims to analyze the influence of logistics service quality regarding factors that influence customer satisfaction, loyalty and future purchases on buying and selling platforms. Using the Smart PLS application 4. Factors tested include timeliness, order conditions, order accuracy, information quality, order availability, order procedures, and order guarantee quality. The research results show that timeliness, quality and ordering procedures have a positive effect on customer satisfaction, increasing purchase intentions and loyalty in the future period. Meanwhile, ordering conditions, ordering accuracy and service quality do not have a positive effect. This research suggests the market should focus more on on-time delivery, accurate information, and a smooth ordering process to increase customer satisfaction, loyalty, and future purchase intent.
PENGARUH WEBSITE DESIGN E-COMMERCE HOME PRODUCT TERHADAP CUSTOMER SATISFACTION DI INDONESIA Damayanti, Shofia; Widjaja, Fitri Novika; Tedjakusuma, Adi Prasetyo
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.v10i1.4090

Abstract

The rapid growth of E-commerce in Indonesia has changed consumer shopping habits, particularly for household products. E-commerce offers the convenience of shopping without visiting offline stores. However, the research on the impact of e-commerce website design on customer satisfaction in the household product sector remains limited. This study aims to analyze the effects of website design, information quality, security, responsiveness, and trust on customer satisfaction. A quantitative approach is used, involving 374 respondents who have purchased household products online in the past six months in platforms like IKEA, Ace Hardware, or Informa. The data was collected via Google Forms and was analyzed using Structural Equation Modeling (SEM) with Smart PLS 4 software. The results indicate that website design, information quality, responsiveness, and trust significantly impact customer satisfaction, while security does not. Based on these findings, E-commerce companies in Indonesia are advised to improve website design, enhance information quality, and offer responsive customer service to boost customer satisfaction
Pengendalian Kualitas Produk Cacat Elpiji 3 Kg dengan Menggunakan Siklus Plan Do Check Action (PDCA) pada SPPBE PSO SPPBE PSO PT. Win Med Indonesia Rachmanda, Mochammad Rozzaqi; Widjaja, Fitri Novika; Tedjakusuma, Adi Prasetyo
Journal of Economics, Assets, and Evaluation Vol. 1 No. 4 (2024): June
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jeae.v1i4.315

Abstract

Tujuan dari penelitian ini adalah mengimplementasikan siklus PDCA pada proses produksi dan pengisian tabung elpiji 3 kg pada SPPBE PSO SPPBE PSO PT. Win Med Indonesia terhadap produk elpiji cacat. Penelitian ini menggunakan siklus Plan Do Check Action (PDCA) yang menggunakan alat ukur dalam seven tools, yaitu Checksheet, Histogram, Diagram Pareto, Control Chart, dan Diagram Fishbone. Hasil yang didapat bahwa pentingnya diterapkan pengendalian kualitas dalam suatu perusahaan yang dimana tidak hanya berhasil mengurangi produk cacat tetapi juga membenahi di dalam perusahaan khususnya proses produksi yang kurang terkendali untuk lebih terstruktur.
Web Design dan Trust: Faktor Kunci dalam Meningkatkan Customer Satisfaction, dan Customer Loyalty pada Online Shopping Poandy, Bernadeth Ivana; Rahayu, Siti; Widjaja, Fitri Novika
Jurnal Manajemen STIE Muhammadiyah Palopo Vol 10, No 2 (2024)
Publisher : Lembaga Penerbitan dan Publikasi Ilmiah (LPPI) Universitas Muhammadiyah Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35906/jurman.v10i2.2227

Abstract

Abstract This study analyzes the impact of web design and trust as moderators in the relationship between e-service quality and customer satisfaction on online shopping platforms in Indonesia. Using a quantitative approach with an online questionnaire, the study involved 330 purposively selected respondents. Data were analyzed using SmartPLS 4.0 for validity, reliability, and structural model testing. The results show that e-service quality positively affects customer satisfaction, with web design and trust strengthening this relationship. This study provides insights for online shopping platforms to enhance customer satisfaction and loyalty through improved design and trust.Keywords: E-service Quality, Customer Satisfaction, Web Design, Online ShoppingAbstrakPenelitian ini menganalisis pengaruh desain web dan kepercayaan sebagai moderator dalam hubungan antara kualitas layanan elektronik dan kepuasan pelanggan pada platform belanja online di Indonesia. Menggunakan pendekatan kuantitatif dengan kuesioner online, penelitian ini melibatkan 330 responden yang dipilih secara purposive. Data dianalisis menggunakan SmartPLS 4.0 untuk validitas, reliabilitas, dan model struktural. Hasilnya menunjukkan bahwa e-service quality berpengaruh positif terhadap customer satisfaction, dengan desain web dan kepercayaan memperkuat hubungan tersebut. Penelitian ini memberikan wawasan bagi platform belanja online untuk meningkatkan kepuasan dan loyalitas pelanggan melalui desain dan kepercayaan yang lebih baik.Kata Kunci: E-Service Quality, Customer Satisfaction, Web Design, Online Shopping
Pelatihan Pembuatan Jamu Milenial untuk Cafe di Wisata Rainbow Garden Poetoek Soeko Trawas Mojokerto: Preparation of Jamu Millennial Drink in Rainbow Garden Cafeteria Trawas Mojokerto Rani, Karina Citra; Eka Jayani, Nikmatul Ikhrom; Tandelilin, Elsye; Widjaja, Fitri Novika; Mukti, Yayon Pamula
Amalee: Indonesian Journal of Community Research and Engagement Vol. 3 No. 2 (2022): Amalee: Indonesian Journal of Community Research and Engagement
Publisher : LP2M INSURI Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37680/amalee.v3i2.1974

Abstract

Community service in the form of training on making millennial herbal medicine is carried out to increase the knowledge and skills of BUMDes Sukosari partners in processing millennial herbal drinks as a hallmark of the Rainbow Garden café. The method used in this PkM is the mentoring method or PAR (Participatory Action Research) with a lecture approach, product manufacturing practices, and guidance. The training is carried out in three stages: preparation, implementation, monitoring, and evaluation. The result of this training was an increase in partners' knowledge and skills in processing millennial herbal medicine, which was observed from the analysis of the mean test scores before and after the training (p <0.05). The output of this community service activity is five variants of millennial herbal drinks based on rhizomes and spices: Telang sparkling, Rosella sparkling, Curcuma sparkling, Curcuma milky, and Moringa milky. Community service activities regarding the processing of millennial herbal medicine in Sukosari Trawas Village provided skills for BUMDes partners to develop millennial herbal drink products of the Rainbow Garden Poetoek Soeko.
From experience to loyalty: Insights from Indonesian fashion e-commerce Gunawan, Seasylia Marcer; Rahayu, Siti; Widjaja, Fitri Novika
Journal of Business and Information Systems (e-ISSN: 2685-2543) Vol. 7 No. 2 (2025): Journal of Business and Information Systems
Publisher : Department of Accounting, Faculty of Business, Universitas PGRI Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31316/jbis.v7i2.330

Abstract

The rapid growth of internet use has transformed shopping behavior in Indonesia, particularly in the fashion e-commerce sector. Increasing competition requires online platforms to enhance user experience and electronic service quality to sustain customer satisfaction and loyalty. This study examines the effects of user experience and electronic service quality on customer satisfaction and loyalty in Indonesia’s online fashion industry. Data were collected from 285 respondents who had purchased fashion products through the official websites of five top brands: Adidas, Nike, Converse, H&M, and Uniqlo. Using the disjoint two-stage Partial Least Squares Structural Equation Modeling (PLS-SEM) approach, the results reveal that user experience significantly affects electronic service quality and satisfaction, while electronic service quality positively influences satisfaction. Customer satisfaction strongly predicts loyalty. Furthermore, both electronic service quality and customer satisfaction play significant mediating roles. User experience indirectly enhances satisfaction through electronic service quality and indirectly promotes loyalty through satisfaction. This study validates an integrated model in Indonesia’s fashion e-commerce context using a two-stage analytical approach.Keywords: Customer loyalty; Customer satisfaction; E-service quality; E-commerce; User Experience
The omnichannel effects on fast food service quality and customer experience Salsabilla, Anisa; Rahayu, Siti; Widjaja, Fitri Novika
Journal of Business and Information Systems (e-ISSN: 2685-2543) Vol. 7 No. 2 (2025): Journal of Business and Information Systems
Publisher : Department of Accounting, Faculty of Business, Universitas PGRI Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31316/jbis.v7i2.331

Abstract

Digital transformation has reshaped the fast-food industry, where omnichannel strategies integrate online and offline touchpoints to enhance customer experiences. This study examines the impact of omnichannel implementation on service quality, perceived value, and customer satisfaction within Indonesia’s fast-food sector. Using a quantitative design and data from 305 valid respondents, analysed using PLS-SEM (SmartPLS 4.0), the results showed that omnichannel integration significantly improves service quality and perceived value; consequently, customer satisfaction increases. However, the direct effect of omnichannel on satisfaction is insignificant, indicating that the relationship is entirely mediated by service quality and perceived value. These findings confirm the Service-Dominant Logic framework, suggesting that seamless cross-channel experiences co-create value and strengthen customer trust. This study enriches the digital service marketing literature by clarifying how omnichannel performance influences consumer perceptions and by offering managerial insights to enhance cross-platform service consistency.
PENGARUH PENERAPAN LEAN MANAGEMENT SYSTEM TERHADAP KINERJA OPERASIONAL DAN BISNIS PERUSAHAAN MANUFAKTUR DI PULAU JAWA Sasangka, Jonathan Angelo; Subali, Stefanus Budy Widjaja; Widjaja, Fitri Novika
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 10 No 1 (2026): ON GOING
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v10i1.6772

Abstract

Penelitian ini ditujukan untuk menganalisis pengaruh penerapan Lean Management System terhadap kinerja operasional dan kinerja bisnis pada perusahaan manufaktur yang berlokasi di Pulau Jawa, Indonesia. Penelitian ini dilatarbelakangi oleh adanya inkonsistensi hasil pada studi sebelumnya terkait hubungan antara Lean Manufacturing, Operational Performance, dan Business Performance. Studi ini merupakan penelitian kuantitatif dengan pendekatan kausal. Data diambil melalui penyebaran kuesioner kepada karyawan, supervisor, manajer, serta pemilik perusahaan yang terlibat dalam proses operasional. Sebanyak 127 respon valid dilakukan analisis dengan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) menggunakan bantuan perangkat lunak SmartPLS. Hasil penelitian menunjukkan bahwa Lean Manufacturing berpengaruh positif dan signifikan terhadap Kinerja Operasional maupun Kinerja Bisnis. Selain itu, Kinerja Operasional juga berpengaruh positif dan signifikan terhadap Kinerja Bisnis serta berperan sebagai mediator dalam hubungan antara Lean Manufacturing dan Kinerja Bisnis. Temuan ini menegaskan bahwa keberhasilan penerapan praktik lean mampu meningkatkan efisiensi operasional, yang pada akhirnya berdampak pada peningkatan profitabilitas perusahaan, pertumbuhan penjualan, dan kepuasan pelanggan. Studi ini menyumbangkan pemahaman baru dalam pengembangan pemahaman mengenai implementasi lean dalam konteks negara berkembang, serta menawarkan implikasi praktis bagi manajer manufaktur dalam mengoptimalkan efisiensi dan daya saing melalui program peningkatan berkelanjutan.
The Influence of Website Design, Reliability, and Perceived Ease of Use on E-Retention through the Mediating Roles of E-Trust and E-Satisfaction Tanjung, Priskilla Maurin Wijaya; Rahayu, Siti; Widjaja, Fitri Novika
Almana : Jurnal Manajemen dan Bisnis Vol. 9 No. 3 (2025): December
Publisher : Bandung: Prodi Manajemen FE Universitas Langlangbuana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36555/almana.v9i3.2956

Abstract

This study investigates the effects of website design, reliability, and perceived ease of use on customer e-retention in Indonesian e-commerce marketplaces, incorporating customer e-trust and e-satisfaction as dual mediators. Using a quantitative, causal research design, data were collected through an online survey from 294 users of major e-commerce websites, including Shopee, Tokopedia, Lazada, Blibli, and Bukalapak. The analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. Results reveal that website design significantly enhances both customer e-trust and e-satisfaction but does not directly influence e-retention. Reliability has a significant direct and indirect effect on e-retention through trust, while perceived ease of use impacts e-retention primarily through satisfaction. Furthermore, customer e-trust significantly mediates the effects of website design and reliability on e-retention, whereas customer e-satisfaction mediates the effects of website design and perceived ease of use. The model explains 69.6% of the variance in customer e-retention, demonstrating substantial explanatory power. This research contributes to the understanding of how interface quality and psychological mechanisms jointly drive long-term customer behavior in e-commerce. Practically, the findings highlight the importance of enhancing visual design, maintaining service reliability, and simplifying usability to strengthen trust, elevate satisfaction, and sustain customer loyalty.
Co-Authors Adhika Putra Wicaksono Andajani, Erna Antonius Budhiman Antonius Budhiman Setyawan Antonius Budhiman Setyawan Arbhie Nugraha Hanafi Ardiansyahmiraja, Bobby Ariyani, Widitya Arlintya Yustica Fanny Bian Pagudisaputra Bonifasius Angkawijaya Bonifasius Angkawijaya Brian Marcellino Ezar Budi Hermawan Clarissa Euvenia Damayanti, Shofia Danang Satria Adiatma Danang Satria Adiatma, Danang Satria Danendra, Ariel Belva Deysi Rosindah Tjakra Eka Jayani, Nikmatul Ikhrom Elsye Tandelilin Gary Grinaldy Halim Ghifari Ghaza Nugraha Gilang Hardianto Giovani Hartanto Ardian U. Gracia Narwastu Gunawan, Seasylia Marcer Helmi Sofyan Sulisno Istiana Raswini jodjana, Sheny Jonathan Ristian Juliani Dyah Trisnawati Juliani Dyah Trisnawati Lionnard, Lisa Megawati, Veny Megawati Mella Carissa Gunawan Mukti, Yayon Pamula NABIILAH, NOVA ALIFFIA Nabila, Putri Izatin Nie, Jocelyn Poandy, Bernadeth Ivana Prita Ayu Kusumawardhany Prita Ayu Kusumawardhany Rachmanda, Mochammad Rozzaqi Rani, Karina Citra Salsabilla, Anisa Sasangka, Jonathan Angelo Selvi Wijaya Shella Karlina Gonaldy Siti Rahayu Siti Rahayu Stefanus Budy Widjaja Tanjung, Priskilla Maurin Wijaya Tedjakusuma, Adi Prasetyo Veny Megawati Wendy Sutanto Wijaya, Alvin Winny Handayani Wong, Kelvin Yunike Senopadang Yuriko Winarto