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All Journal Jurnal Ilmiah Mahasiswa Manajemen Kajian Ilmiah Mahasiswa Manajemen Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Research In Management and Accounting (RIMA) Jurnal Manajemen Bisnis dan Kewirausahaan JAMI: Jurnal Ahli Muda Indonesia Journal of Entrepreneurship & Business Widyagama National Conference on Economics and Business (WNCEB) Prosiding Seri Seminar Nasional Jurnal Inspirasi Binsis dan Manajemen Cakrawala: Jurnal Pengabdian Masyarakat Global Southeast Asian Business Review Research In Management and Accounting (RIMA) Jurnal Serina Abdimas
Kristanti, Maria Mia
Widya Mandala Catholic University
Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Public Health Social Sciences

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PENGARUH BRAND IMAGE DAN SERVICE QUALITY TERHADAP CUSTOMER TRUST DAN PURCHASE INTENTION PADA PRODUK SMARTPHONE OPPO DI SURABAYA Hendrawan, Malvin; Putra, A.Y. Yan Wellyan Toni; Kristanti, Maria Mia
JURNAL ILMIAH MAHASISWA MANAJEMEN Vol 6, No 1 (2017)
Publisher : Universitas Katolik Widya Mandala Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (210.18 KB) | DOI: 10.33508/jumma.v6i1.1763

Abstract

Increased buying interest in consumers is an activity to win the competition within the retail industry. There are several factors that can affect the intention of buying or purchase intention consumers. These factors are Store Image, Brand Image, Price Image. Where Brand Image and Price Image indirectly affect Purchase Intention but through Store Image, while Store Image directly influence Purchase Intention. Other variables that affect the Store Image directly are Brand Image and Price Image. This study aims to determine the effect of Brand Image and Price Image on Purchase Intention through Store Image. This research uses Structural Equation Modeling (SEM) analysis technique. The object of this research is consumer from IBOX Store at World Trade Center (WTC) Surabaya, with 154 respondents. The results of this study can be concluded: (1) Brand Image has a positive effect on Store Image, (2) Price Image has a positive effect on Store Image, (3) Store Image has positive effect on Purchase Intention, (4) Brand Image has positive effect on Purchase Intention through Store Image, (5) Price Image positively affects Purchase Intention through Store Image
Pengaruh Perceived Value Dan E-Service Quality Terhadap Customer Behavioral Intention Melalui Customer Satisfaction Pada Pengguna Gojek Di Surabaya Indrata, Stella Lucia; Susanti, Christina Esti; Kristanti, Maria Mia
Kajian Ilmiah Mahasiswa Manajemen Vol 6, No 2 (2017)
Publisher : Kajian Ilmiah Mahasiswa Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (257.086 KB)

Abstract

Pada era modern ini, beberapa perusahaan mengadopsi E-Service Quality karena saat ini pelanggan lebih memilih layanan yang cepat diakses dimanapun dan kapanpun berada sehingga hal tersebut menambah fungsi utama dari sebuah produk. Oleh karena itu perusahaan harus dapat memenuhi kebutuhan pelanggan untuk memberikan kepuasan pelanggan terhadap suatu perusahaan. Penelitian ini bertujuan untuk mengetahui pengaruh antara Perceived Value dan E-Service Quality terhadap Customer Behavioral Intention melalui Customer Satisfaction pada pelanggan Pengguna di Surabaya. Penelitian ini menggunakan penelitian kausal. Teknik pengambilan sampel menggunakan sampel random sampling dengan cara purposive sampling. Sampel yang digunakan sebesar 150 responden pengguna Gojek di Surabaya. Alat pengumpulan data yang digunakan adalah kuesioner. Teknik analisis data yang digunakan adalah Structural Equation Model dengan menggunakan program LISREL. Hasil penelitian ini menyatakan bahwa Perceived Value berpengaruh secara signifikan terhadap Customer Satisfaction, E-Service Quality berpengaruh secara signifikan terhadap Customer Satisfaction, Customer Satisfaction berpengaruh secara signifikan terhadap Customer Behavioral Intention, Perceived Value tidak berpengaruh secara signifikan terhadap Customer Behavior Intention, dan E-Service Quality berpangaruh secara signifikan terhadap Customer Behavioral Intentions
Role of Social Media toward Brand Performance through Mediation of Customer's Satisfaction Vicentsius Felix Reynaldi; Lena Ellitan; Maria Mia Kristanti
Journal of Entrepreneurship and Business Vol. 3 No. 1 (2022): Journal of Entrepreneurship and Business (March)
Publisher : Program MM Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (270.297 KB) | DOI: 10.24123/jeb.v3i1.4699

Abstract

A B S T R A C T This study aims to examine the effect of social media communication, interaction, and motivation toward BBQ Frenzy Brand Performance with the mediating role of customer’s satisfaction and moderating role perceived service quality and trust during COVID-19 Pandemic. To achieve the purpose of the study, the study uses quantitative methods and collecting data in the form of online questionnaire using Google forms from 150 responses of selected group of people which are 18 years old or older, had an Instagram Account, had seen the advertisement about BBQ Frenzy, had visited BBQ Frenzy, and lived in Surabaya, Indonesia during this covid-19 pandemic. The data then analyzed using PLS-SEM in SMART PLS 3.3.3 to test the hypothesis of the study. The result shows that for direct effect social media communication, interaction, and motivation all have a positive and significant effect on the BBQ Frenzy customer’s satisfaction, customer’s satisfaction also shown to have a very strong positive and significant effect on brand performance. As for mediating (indirect) effect it was shown that customer’s satisfaction has a positive and significant effect in mediating social media communication, interaction, and motivation toward BBQ Frenzy brand performance.
ANALISIS PENGARUH DIGITAL MARKETING, ONLINE CUSTOMER EXPERIENCE QUALITY, E-SERVQUAL,TERHADAP ONLINE CUSTOMER TRUST, ONLINE CUSTOMER REVIEW RATING, DAN ONLINE CUSTOMER LOYALTY UMKM INDONESIA MASA PANDEMI COVID-19 Maria Mia Kristanti
Widyagama National Conference on Economics and Business (WNCEB) Vol 2, No 1: WNCEB 2021
Publisher : Universitas Widyagama Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (332.315 KB) | DOI: 10.31328/wnceb.v2i1.3219

Abstract

AbstrakLoyalitas pelanggan ditengah tingginya persaingan,menciptakan hubungan yang erat dengan pelanggan. Perkembangan dunia usaha menuntut usaha untuk menawarkan produk lebih inovatif melalui digital marketing. Urgensi maksimalisai online customer loyalty diperlukan.Tingginya word of mouth sharing, yang menceritakan online customer experience quality, online customer rating review pelanggan lainnya, mempengaruhi online customer trust, yang ditopang dengan online service quality yang bersimpati kepada pelanggan selama pandemi. Hasil purposive sampling 750 responden secara kuantitatif dengan SEM, alat analisis LISREL, menunjukkan bahwa Digital Marketing berdampak besar pada Online Customer Trust, yang berimplikasi pada Online Customer Trust serta Online Customer Review Rating, dengan ouput resistensi Online Customer Loyalty.Kata kunci: Digital Marketing, Online Customer Loyalty. AbstractCustomer loyalty in the midst of high competition, creating a close relationship with customers. The development of the business world requires efforts to offer more innovative products through digital marketing. The urgency of maximalisting online customer loyalty is required. The high word of mouth sharing, which tells the story of online customer experience quality, online customer rating reviews of other customers, affects online customer trust, which is supported by online service quality that is sympathetic to customers during pandemics. The results of purposive sampling of 750 respondents quantitatively with SEM, LISREL's analysis tool, showed that Digital Marketing has a major impact on Online Customer Trust, which has implications for Online Customer Trust as well as Online Customer Review Rating, with the support of Online Customer Loyalty.Keywords: Digital Marketing, Online Customer Loyalty
ANALISIS PENGARUH CORE COMPETENCIES, DYNAMIC CAPABILITY, INNOVATION STRATEGIES, DAN BRAND COMMUNICATION, TERHADAP BRAND SWITCHING BEHAVIOR UMKM DI SURABAYA Maria Mia Kristanti
Widyagama National Conference on Economics and Business (WNCEB) Vol 2, No 1: WNCEB 2021
Publisher : Universitas Widyagama Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (265.085 KB) | DOI: 10.31328/wnceb.v2i1.3220

Abstract

AbstrakKompetensi inti tidak dapat mudah ditiru oleh pesaing. Hal ini merupakan sumber dari kemampuan perusahaan untuk memberikan nilai unik kepada para pelanggannya. Selain itu, kapasitas untuk memperbaharui kompetensi dengan Innovation Strategies, Dynamic Capability, serta Brand Communication, dalam rangka untuk mendapatkan kesesuaian dengan perubahan dan dinamika lingkungan diperlukan agar pelanggan tidak mudah melakukan Brand Switching Behavior. Penelitan kuantitatif explanatory research berstruktur model (SEM) dilakukan, dengan uji statistik deskriptif (SPSS), serta analisa multivariat (LISREL) pada 300 responden.Hasil penelitian menunjukkan pentingnya Innovation Strategies (0,95), Dynamic Capability (0,92), Brand Communication (0,55) terhadap Ketahanan UMKM dalam meredam Brand Switching Behavior agar pelanggan tidak beralih merek.Kata kunci: Core Competencies, Brand Switching Behavior. AbstractCore competencies cannot be easily imitated by competitors. It is the source of the company's ability to deliver unique value to its customers. In addition, the capacity to renew competence with Innovation Strategies, Dynamic Capability, and Brand Communication, in order to gain conformity with changes and environmental dynamics is needed so that customers do not easily perform Brand Switching Behavior. Quantitative research exploration of structured model (SEM) was conducted, with descriptive statistical tests (SPSS), as well as multivariate analysis (LISREL) in 300 respondents. The results showed the importance of Innovation Strategies (0.95), Dynamic Capability (0.92), Brand Communication (0.55) to THE Resilience of MSMEs in dampening Brand Switching Behavior so that customers do not switch brands.Keywords: Core Competencies, Brand Switching Behavior.
ANALISIS PENGARUH ETHICAL MARKETING, CUSTOMER EXPERIENCE, SERVQUAL, TERHADAP CUSTOMER TRUST, CUSTOMER ENGAGEMENT, CUSTOMER LOYALTY UMKM ONLINE Maria Mia Kristanti
PROSIDING SERINA Vol. 2 No. 1 (2022): PROSIDING SERINA IV 2022
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (373.272 KB) | DOI: 10.24912/pserina.v2i1.18543

Abstract

Membangun loyalitas pelanggan yang kuat semakin penting untuk perusahaan di lingkungan bisnis online yang saat ini berubah dengan cepat. Studi menunjukkan bahwa perusahaan harus menginformasikan pesan merek mereka dengan mempertimbangkan dampak sosial serta lingkungan dalam memasarkan produknya kepada konsumen, mengingat masyarakat modern menuntut perusahaan untuk bertanggung jawab dan beretika penuh dalam aktivitas bisnis online mereka.Tujuan studi adalah untuk menggarisbawahi pengaruh Ethical Marketing, Customer Experience, SERVQUAL, terhadap Customer Trust, Customer Engagement, dan Customer Loyalty sebagai strategi perlindungan hak pelanggan. Disain penelitian kuantitatif kausalitas, dengan Structural Equation Modeling (SEM), serta instrumen kuesioner pada 550 purposive sampling responden, dianalisa dengan serangkaian uji statistk menggunakan SPSS dan LISREL. Hasil penelitian menunjukan Ethical Marketing, dan SERVQUAL berpengaruh tinggi terhadap Customer Trust, diikuti dengan pengaruh Customer Engagament terhadap Customer Loyalty.   
Analisis Pengaruh Inovasi Organisasi, Inovasi Strategis, dan Diferensiasi Pasar: Tantangan Keberlanjutan Perbankan Online Indonesia Maria Mia Kristanti
Jurnal Inspirasi Bisnis dan Manajemen Vol 4, No 1 (2020): JUNI 2020
Publisher : Lembaga Penelitian Universitas Swadaya Gunung Jati

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (604.054 KB) | DOI: 10.33603/jibm.v4i1.3387

Abstract

Abstract. Innovation is officially referred as new breakthroughs and emerging developments, with the goal of advanced financial growth. This can be issues as transforming knowledge into economic value. Business can have better achievement with better market position based on the degree on their value assigns, and it’s crucial for businesses in create their best image on the industry, thereby in growing the customer preferences. When the creativity and innovation flow desiccates, the financial performance of the organization also slowing down. A quantitavive study was designed with SEM method, and LISREL. The purposive sampling technique in 10 Online Banking preference was conducted with survey to gain the primary data. Several test was completed with SPSS as starter of the analysis. This study shows that, the innovation strategy can lead to organizational sustainability. Further study shold broader scope to improve performance, process, and activities. Keywords: Organizational Innovation; Organizational Sustainability. Abstrak.  Inovasi secara formal disebut sebagai tehnik terkini, dan pengembangan yang muncul, yang bertujuan membawa organisasi pada pertumbuhan kinerja keuangan. Inovasi diartikan sebagai transformasi sains menjadi nilai finansial. Inovasi bermakna strategis dengan dampaknya yang berkorelasi pada efisiensi, serta keberlanjutan organisasi. Inovasi ditujukan untuk mencapai peningkatan efisiensi pasar, dan peningkatan kinerja finansial. Organisasi yang meraih keunggulan kompetitif, dan pangsa pasar lebih besar selalu didasarkan pada prioritas pada tehnik terkini, untuk menciptakan citranya di pasar, dan dapat memperbesar jumlah preferensi pelanggan. Ketika kreativitas dan tehnik terkini diciptakan, maka struktur ekonomi organisasi mulai membaik. Metode kuantitatif dengan SEM dan LISREL serta tehnik purposive sampling pada 10 preferensi Perbankan Online dilakukan untuk mendapatkan data primer, serta penggunaan SPSS sebagai alat uji awal, yang menunjukkan hasil signifikan bahwa,strategi terpenting dalam mencapai keberlanjutan organisasi adalah melalui inovasi organisasi. Studi lebih jauh diharapkan memperluas ruang lingkup untuk menganalisis kinerja, proses, dan aktifitas organisasi.  Kata kunci: Inovasi Organisai; Keberlanjutan Organisasi.
Pengaruh digital marketing dan e-service quality terhadap purchase intention melalui customer relationship management Blibli di Surabaya Maria Mia Kristanti; Monica Adjeng Erwita; Hansel Kurniawan
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 7 No 5 (2023): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v7i5.23900

Abstract

The study aims to examine the effect of digital marketing and e-service quality on purchase intention through Blibli’s customer relationship management in Surabaya. The quantitative method of research equipped with the main instrument a questionnaire survey to the owner of the Blibli account was conducted. This research sampling technique is non-probability sampling with a purposive sampling technique. The sample used in this study amounted to 164 respondents. The sample criteria determined are, Blibli account users over 17 years of age, domiciled in the entire city of Surabaya. This study uses structural equation modeling (SEM) data analysis techniques. Data processing is done using SmartPLS software. The results of this study indicate that digital marketing and e-service quality have a significant positive effect on purchase intention in the e-marketplace through Blibli’s customer relationship management in Surabaya, with a 0.781 score of R2 or reached 78% accuracy level between theoretical background, research framework, and methodology. Penelitian bertujuan menguji pengaruh digital marketing dan e-service quality terhadap purchase intention melalui customer relationship management Blibli di Surabaya. Metode kuantitatif dengan instrumen kuesioner diimplementasikan pada survei terhadap sejumlah pemilik akun Blibli. Teknik pengambilan sampel penelitian ini adalah non probability sampling dengan teknik purposive sampling. Sampel yang digunakan dalam penelitian ini sejumlah 164 responden. Kriteria sampel yang ditentukan, yaitu pengguna akun Blibli berusia di atas 17 tahun domisili seluruh kota Surabaya. Penelitian ini menggunakan teknik analisis data Structural Equation Modeling (SEM). Pengolahan data dilakukan menggunakan software SmartPLS. Hasil penelitian ini menunjukkan bahwa digital marketing dan e-service quality berpengaruh positif signifikan terhadap purchase intention pada e-marketplace melalui customer relationship management Blibli di Surabaya, dengan R2 0,781 yang berarti akurasi antara teori, model, dan metodologi penelitian ini tercapai sebesar 78%.
MIXUE'S SURABAYA BRAND IMAGE, PRODUCT QUALITY, BRAND LOVE AND LOYALTY INFLUENCE Jonathan Felix Alfredo Samekto; Tuty Lindawati; Maria Mia Kristanti
Research In Management and Accounting (RIMA) Vol 6, No 2 (2023): December
Publisher : Faculty of Business, Widya Mandala Surabaya Catholic University, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33508/rima.v6i2.4645

Abstract

The purpose of this research is to test the influence analysis of Brand Image and Product Quality on Brand Love and Brand Loyalty Mixue in Surabaya. The sampling technique used non-probability sampling with purposive sampling method. The samples taken were 160 respondents who were consumers from Mixue in Surabaya. While the tools used to retrieve and collect data are in the form of online questionnaires via the Google form. The data analysis technique uses Structural Equations Modeling (SEM) using the LISREL program. The results of this study state that Brand Image has a positive and insignificant effect on Brand Love, Product Quality has a positive and significant effect on Brand Love, Brand Image has a negative and insignificant effect on Brand Loyalty, Product Quality has a positive and insignificant effect on Brand Loyalty, Brand Love has a positive and significant effect on Brand Loyalty.
THE INFLUENCE OF E-SERVICE QUALITY AND BRAND IMAGE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION ON 'BIBIT' APPLICATION USERS Lena Ellitan; Sisilia Felicia Lim; Maria Mia Kristanti
Research In Management and Accounting (RIMA) Vol 6, No 2 (2023): December
Publisher : Faculty of Business, Widya Mandala Surabaya Catholic University, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33508/rima.v6i2.4490

Abstract

Currently, it is undeniable that advances in science and technology have an impact on people's lifestyles. One of them can be seen in investing activities that can be done only by having a smartphone and an internet network. Business actors use this situation to provide mutual fund investment applications. It is characterized by increasing competition between mutual fund investment applications. Increased public awareness of the importance of investment is an added value. One of the mutual fund investment applications known to be on the rise is Bibit. This study examines the effect of e-service quality and brand image on customer loyalty through customer satisfaction on users of the Bibit application. The sampling technique used is non-probability sampling with a purposive sampling type. The sample used is 150 respondents who are users of the Bibit application. The data analysis technique used is PLS-SEM with SmartPLS 3.0 program. The results showed that e-service quality and brand image each had a positive and significant effect on customer satisfaction, e-service quality and customer satisfaction each had a positive but not significant effect on customer loyalty brand image had a positive and significant effect. Customer loyalty and customer satisfaction proved unable to mediate the effect of e-service quality and brand image on customer loyalty.
Co-Authors Ani Suhartatik Budiarsi, Sri Yunan Christina Esti Susanti Erwita, Monica Adjeng Hansel Kurniawan Hendrawan, Malvin Indrata, Stella Lucia Jonathan Felix Alfredo Samekto Lena Ellitan Lena Ellitan Lim, Sisilia Felicia Putra, A.Y. Yan Wellyan Toni Rosari, Andriano De Samekto, Jonathan Felix Alfredo Shanti Shanti Sisilia Felicia Lim Tuty Lindawati Tuty Lindawati Vicentsius Felix Reynaldi