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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) Science and Education Journal 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.
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.
Pemberdayaan UMKM Desa Tanjungan Melalui Pelatihan Design Thinking Dalam Pengembangan Produk Wisata Berbasis Digital Liliana Inggrit Wijaya; Siti Rahayu; Fitri Novika Widjaja
Science and Education Journal (SICEDU) Vol 5 No 2 (2026): Science and Education Journal 2026
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/sicedu.v5i2.682

Abstract

Desa Tanjungan, Kecamatan Kemlagi, Kabupaten Mojokerto memiliki potensi wisata unggulan berupa Waduk Tanjungan yang menjadi sumber penghidupan bagi pelaku UMKM di sektor kuliner, jasa wisata, dan produk kreatif. Namun, pada periode 2019–2024 terjadi penurunan kunjungan wisatawan sebesar 52% yang berdampak pada penurunan omzet UMKM hingga 40%. Kondisi tersebut dipengaruhi oleh rendahnya inovasi produk wisata dan minimnya pemanfaatan teknologi digital dalam pemasaran. Kegiatan pengabdian kepada masyarakat ini bertujuan meningkatkan kapasitas UMKM dalam mengembangkan produk wisata berbasis digital melalui pendekatan Design Thinking. Kegiatan dilaksanakan selama Oktober 2025–Januari 2026 dengan melibatkan 15 pelaku UMKM yang mengikuti program secara konsisten. Metode yang digunakan adalah Participatory Learning and Action yang dipadukan dengan tahapan Design Thinking meliputi empathize, define, ideate, prototype, dan test. Hasil kegiatan menunjukkan peningkatan kompetensi peserta, dengan peningkatan pengetahuan pemasaran digital sebesar 75,3% dan keterampilan pembuatan konten promosi sebesar 79,1%. Program ini menghasilkan lima prototipe produk wisata, yaitu Paket Mancing Keluarga, Wisata Kuliner Apung, Camping Ceria Waduk, Tur Edukasi Budidaya Ikan, dan Pre-Wedding Spot Digital. Selain itu, terbentuk Tim Digital Waduk Tanjungan yang mengelola promosi wisata secara berkelanjutan. Program ini terbukti efektif dalam mendorong inovasi produk wisata dan penguatan pemasaran digital berbasis masyarakat
Pengaruh Kualitas Layanan Logistik terhadap Kepuasan dan Loyalitas Pelanggan Sociolla (The Influence of Logistics Service Quality on Sociolla Customer Satisfaction and Loyalty) Lisa Lionnard; Fitri Novika Widjaja; Stefanus Budy Widjaja Subali
Akutansi Bisnis & Manajemen ( ABM ) Vol 33 No 1 (2026): April
Publisher : STIE Malangkucecwara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35606/jabm.v33i1.1760

Abstract

This study aims to determine the effect of logistics service quality, ranging from order accuracy, order condition, timeliness, order discrepancy handling, and information quality on customer satisfaction, as well as the effect of customer satisfaction on customer loyalty in Sociolla e-commerce in Indonesia. This study uses a quantitative approach, with analysis using Structural Equation Modeling (SEM) through AMOS Graphics 23 software. Data collection was carried out by distributing questionnaires online through Google Forms with a total of 211 respondents. The results show that order accuracy, order condition, timeliness, order discrepancy handling, and information quality have a positive effect on customer satisfaction, and customer satisfaction has a positive effect on customer loyalty. These results emphasize the importance of logistics service quality in shaping a positive customer experience and strengthening the company's competitiveness in a competitive business environment.
The Role of Service Quality in E-Commerce Customer Satisfaction and Loyalty Putri Izatin Nabila; Siti Rahayu; Fitri Novika Widjaja
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 1 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i1.8806

Abstract

This study examines the influence of service quality on customer satisfaction and customer loyalty among Millennial and Gen Z users of e-commerce platforms in Indonesia. Using a quantitative explanatory approach, data were collected from 200 respondents who actively shopped online through major platforms such as Shopee, Tokopedia, Lazada, Blibli, and TikTok Shop. Service quality was measured using four e-servqual dimensions: efficiency, fulfillment, system availability, and privacy. Data were analyzed using PLS-SEM through SmartPLS to evaluate the measurement and structural models. The findings reveal that efficiency and fulfillment significantly increase customer satisfaction, while fulfillment and privacy significantly influence customer loyalty. Meanwhile, system availability shows no significant effect on either satisfaction or loyalty, indicating that users perceive it as a basic feature rather than a determinant of experience. The results also demonstrate that customer satisfaction strongly predicts customer loyalty, emphasizing its mediating role in the relationship between service quality and loyalty. Overall, the study highlights the importance of efficient service, accurate fulfillment, and strong privacy protection in retaining e-commerce users from younger generations.
Co-Authors Adhika Putra Wicaksono Alvin Wijaya Andajani, Erna Anisa Salsabilla 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 Helmi Sofyan Sulisno Istiana Raswini jodjana, Sheny Jonathan Ristian Juliani Dyah Trisnawati Juliani Dyah Trisnawati Kelvin Wong Liliana Inggrit Wijaya Lisa Lionnard Mella Carissa Gunawan Mukti, Yayon Pamula NABIILAH, NOVA ALIFFIA Nie, Jocelyn Poandy, Bernadeth Ivana Prita Ayu Kusumawardhany Prita Ayu Kusumawardhany Putri Izatin Nabila Rachmanda, Mochammad Rozzaqi Rani, Karina Citra Seasylia Marcer Gunawan Selvi Wijaya Shella Karlina Gonaldy Siti Rahayu Siti Rahayu Stefanus Budy Widjaja Tanjung, Priskilla Maurin Wijaya Tedjakusuma, Adi Prasetyo Veny Megawati Veny Megawati Megawati Wendy Sutanto Winny Handayani Yunike Senopadang Yuriko Winarto