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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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From experience to loyalty: Insights from Indonesian fashion e-commerce Seasylia Marcer Gunawan; Siti Rahayu; Fitri Novika Widjaja
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 Anisa Salsabilla; Siti Rahayu; Fitri Novika Widjaja
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.
Logistic Service Quality dan Gaya Hidup Generasi Z: Dampaknya terhadap Niat Penggunaan Berkelanjutan di Informa Alvin Wijaya; Fitri Novika Widjaja; Adhika Putra Wicaksono
JURNAL ADMINISTRASI & MANAJEMEN Vol 15, No 4 (2025): Jurnal Administrasi dan Manajemen
Publisher : Universitas Respati Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52643/jam.v15i4.8269

Abstract

Abstrak Penelitian ini bertujuan untuk menganalisis pengaruh Logistic Service Quality (LSQ) terhadap Continuous Use Intention pada konsumen Generasi Z di Indonesia dengan fokus pada pelanggan ritel Informa. Penelitian ini meneliti lima dimensi LSQ yaitu personal contact quality, timeliness, order condition, order discrepancy handling, dan operational information sharing, serta pengaruhnya terhadap customer satisfaction yang kemudian memengaruhi continuous use intention. Penelitian menggunakan pendekatan kuantitatif dengan desain kausal dan pengumpulan data melalui kuesioner daring kepada responden Generasi Z 152 orang yang pernah berbelanja di Informa baik secara daring maupun luring. Analisis data dilakukan dengan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa beberapa dimensi LSQ berpengaruh signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan berpengaruh positif terhadap niat penggunaan berkelanjutan. Temuan ini menunjukkan pentingnya peningkatan ketepatan waktu layanan, kualitas komunikasi, dan transparansi informasi untuk meningkatkan loyalitas konsumen Gen Z terhadap Informa. Kata kunci: Logistic Service Quality, Customer Satisfaction, Continuous use intention
The Influence of E-Service Quality and E-Trust on E-Satisfaction and E-Loyalty among Shopee Users Kelvin Wong; Fitri Novika Widjaja; Veny Megawati Megawati
Jurnal Ilmiah Bisnis dan Ekonomi Asia Vol 20 No 1 (2026): Jurnal Ilmiah Bisnis dan Ekonomi Asia
Publisher : Institut Teknologi dan Bisnis Asia Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32815/jibeka.v20i1.2409

Abstract

This study investigates the relationships between electronic service quality, electronic trust, electronic satisfaction, and electronic loyalty among Shopee users in Surabaya, Indonesia, addressing ongoing inconsistencies in e-commerce loyalty research. While prior studies often assume electronic satisfaction as a key mediator, this research offers novel empirical evidence challenging that assumption in the context of highly competitive electronic marketplaces. Using a quantitative causal design, data were collected from 248 Shopee users who had made purchases within the past six months and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS version 4.1.1.5. The findings demonstrate that website security, convenience, and electronic trust significantly enhance electronic satisfaction, whereas reliability and responsiveness do not. In contrast, electronic loyalty is directly influenced by website security, reliability, and electronic trust, while electronic satisfaction shows no mediating effect. These results contribute theoretically by repositioning electronic trust and security as more central drivers of loyalty than satisfaction in mature e-commerce platforms, thereby extending existing electronic service quality and loyalty models. From a managerial perspective, the study highlights the strategic importance of strengthening transaction security, system reliability, and trust-building mechanisms to sustain user loyalty in increasingly saturated digital commerce environments.
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