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All Journal JAM : Jurnal Aplikasi Manajemen Journal of Indonesian Economy and Business Jurnal VOK@SINDO The International Journal of Accounting and Business Society Jurnal Manajemen Teori dan Terapan Asia-Pacific Management and Business Application Buletin Ilmiah Nagari Membangun Jurnal Ilmiah Manajemen Kesatuan Jurnal Fokus Manajemen Bisnis Jurnal Pengabdian kepada Masyarakat Nusantara Interdisciplinary Social Studies Journal of Social Research BISMA (Bisnis dan Manajemen) Jurnal Manajemen Pemasaran dan Perilaku Konsumen Jurnal Kewirausahaan dan Inovasi
Raditha Dwi Vata Hapsari
Brawijaya University
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Veterinary Other

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CUSTOMERS’ PERCEPTIONS OF SERVICE QUALITY DIMENSIONS IN THE INDONESIAN BANKING INDUSTRY: AN EMPIRICAL STUDY Hussein, Ananda Sabil; Hapsari, Raditha
Journal of Indonesian Economy and Business Vol 30, No 1 (2015): January
Publisher : Journal of Indonesian Economy and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (650.841 KB)

Abstract

This study aims to investigate the dimensions of hierarchical service quality in the area of the banking sector as well as to determine its relationships with other constructs, namely corpo-rate image and customer loyalty. One hundred and eleven respondents participated in this study. Partial Least Squares were employed to analyse the data. The inner and outer model evaluations showed that the proposed model was robust. This study found that the interaction quality, outcome quality and physical quality were the dimensions of service quality which were formed in the hierarchical model. In addition, this study indicated that service quality was a robust determinant of corporate image and customer loyalty in the banking sector. Similar to service quality, corporate image was also found to be an essential predictor of customer loyalty as well as the mediator between service quality and customer loyalty. To enhance the under-standing of service quality in the banking sector, further studies might add additional constructs such as brand engagement, perceived value, and customer experience.Keywords: service quality, image, loyalty, bank
HOW QUALITY, VALUE AND SATISFACTION CREATE PASSENGER LOYALTY: AN EMPIRICAL STUDY ON INDONESIA BUS RAPID TRANSIT PASSENGER Hussein, Ananda Sabil; Hapsari, Raditha
The International Journal of Accounting and Business Society Vol 22, No 2 (2014): The International Journal of Accounting and Business Society
Publisher : Accounting Department,

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Abstract

This study aims to investigate the dimensions of service quality especially in the area of public transport as well asthe role of service quality in enhancing passenger’s value, satisfaction and loyalty. Partial Least Squares (PLS) with survey data from 152 BRT passengerswas used by this study. This study found that outcome quality, physical quality and interaction quality are the the primary dimensions of service quality. In addition, this study explained that service quality has a signifiant effect on passenger perceived value, satisfaction and loyalty. Apart from perceived service quality, this study also found that passenger satisfaction and perceived value are the essential determinants of passenger loyalty.Keywords: Bus Rapid Transit, Outcome quality, Interaction quality, Physical quality, service quality, satisfaction and loyalty.
Some Factors Influencıng Contınuance Intentıons To Use Electronıc Money Consumers In Indonesia Annisa Puspitasari; Nur Khusniyah Indrawati; Raditha Hapsari
APMBA (Asia Pacific Management and Business Application) Vol 10, No 3 (2022)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2022.010.03.4

Abstract

This study aims at examining the continued intention to use at electronics money consumer. Continued intention to use at electronics money consumer measured by security, trust, and customer satisfaction. This study obtained 162 respondents one of the largest citye in Indonesia, namely the greater city of Malang (including City of Malang, Malang Regency, and City of Batu). This study used SEM PLS and measured by SmartPLS 3.3.3. The result from this study are security and trust have a significant influence on the continued intention to use through consumer satisfaction as a mediation. The implication are the importance of increasing the sense of security, trust, and satisfaction of consumers so that they want to reuse electronic money; most consumers within the productive age who are very concerned about the security of electronic money and trusted electronic money institutions; most consumers are women; and it is also important to increase promotion, innovation, use of electronic money, to consumer loyalty of electronic money.
Examining Factors Influencing Consumers Intention and Usage of Digital Banking: Evidence from Indonesian Digital Banking Customers Rila Anggraeni; Raditha Hapsari; Noor Awanis Muslim
APMBA (Asia Pacific Management and Business Application) Vol 9, No 3 (2021)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2021.009.03.1

Abstract

This paper aims to analyze important factors influencing the intention and use of digital banking as perceived by consumers of the Indonesia commercial bank. This paper adopts variables in the unified theory of acceptance and use of technology 2 (UTAUT 2). The data was collected by distributing questionnaires to the 281 respondents by employed purposive sampling technique. To assessing the acceptance model, a structural equation approach based on Partial Least Squares (SEM-PLS) was used. The UTAUT2 model was proved adequate to explain digital banking behavior intention and usage. The findings demonstrated that habit is the highest variable that determines the behavioral intention and use behavior. Hedonic motivation and social influence also predict intention. Indonesia has a collectivist culture, which emphasizes the high value of the group, so opinions and information from others will affect people's intentions and actions. Surprisingly, effort expectancy, facilitating conditions, performance expectancy, and price value do not have a significant relationship which some possible reasons were explained further. In this article, practical impication also discussed.
The Role of Customer Engagement in Enhancing Passenger Loyalty in IndonesianAirline Industry: Relationship Marketing Approach Raditha Hapsari; Michael D Clemes; David Dean
APMBA (Asia Pacific Management and Business Application) Vol 3, No 3 (2015)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (853.568 KB) | DOI: 10.21776/ub.apmba.2015.003.03.1

Abstract

Scholars and practitioners agree that organisations cannot rely on transactional marketing since customers demand more personalized goods and services. Consequently, organisations need to build a relationships based on a mutual exchange with their customers to satisfy their needs and wants and customer relationship emerged to enhance long-term customer profitability. Customer perceived value have been widely accepted as important antecedents improving customer loyalty. However, only a few published studies have the integrated customer engagement construct with the other important marketing constructs to examine the interrelationship among them. This research aims to examine the interrelationships among perceived value, customer engagement and customer loyalty. Focus group discussions, and a survey of 250 Indonesian airline passengers in East Java Province, Indonesia, were conducted to satisfy the research objectives. In order to carry out a comprehensive investigation of the relationship between variables, a quantitative approach is used in this study. The methods used to analyse the data are Confirmatory Factor Analysis (CFA) to test the model fit and Structural Equation Modelling (SEM) to test the hypothesis. Sobel’s test is also used to test the mediating role of customer engagement. The findings of this study indicate while customer perceived value consistently influences loyalty, customer engagement is also proven to be an antecedent of loyalty. Furthermore, customer engagement is also proven to play a mediating role which strengthens the relationship between perceived value and loyalty. The results of the empirical analysis is supported by previous studies that suggest customer engagement is a new construct that has an important role to play in enhancing passenger loyalty.
Studi Kelayakan Ruang Perkantoran Badan Pengelola Keuangan Dan Aset Daerah (Bpkad) Kabupaten Nganjuk Mohammad Erfan Arif; Susenohaji Susenohaji; Raditha Dwi Vata Hapsari
Jurnal VOK@SINDO Vol 6, No 2 (2018)
Publisher : Program Pendidikan Vokasi Universitas Brawijaya

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Abstract

Penelitian ini bertujuan untuk mengetahui kelayakan ruang gedung Badan Pengelolaan Keuangan dan Aset (BPKAD) Kabupaten Nganjuk Jawa Timur. Penelitian ini menggunakan pendekatan deskriptif. Metode analisis yang digunakan dalam penelitian ini adalah yuridis-deskriptif dan normatif. Metode analisis yuridis normatif dilakukan melalui studi literatur dengan memeriksa data sekunder dalam bentuk peraturan atau dokumen hukum dan referensi lainnya. Referensi hukum yang digunakan dalam penelitian ini adalah Permenpu No. 45 tahun 2007 tentang Pedoman Teknis Konstruksi Gedung Negara. Hasil penelitian ini menunjukkan bahwa ruang kantor BPKAD tidak memenuhi standar ideal atau standar kantor yang dapat menciptakan suasana kerja yang nyaman dan produktif.
The Impact of Interactivity, Perceived Effectiveness, Trust, and Experiential Marketing on Online Transportation Customer Loyalty Ananda Sabil Hussein; Raditha Hapsari
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 14 No. 3 (2021)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jmtt.v14i3.30111

Abstract

The purpose of this study is to examine the effect of interactivity, perceived effectiveness, trust, and experiential marketing on online transportation customers' loyalty in Indonesia. This study surveyed 264 online transportation customers. Purposive sampling was used to recruit respondents. Partial Least Squares analysis was used to analyze the data in three steps, including inner model analysis, outer model analysis, and hypothesis testing. The hypothesis testing supported seven of the nine hypotheses proposed. The findings of this study indicate that interaction is a significant predictor of online transportation consumer loyalty. The report also discusses the implications of the results and the direction for further research.
CUSTOMERS’ PERCEPTIONS OF SERVICE QUALITY DIMENSIONS IN THE INDONESIAN BANKING INDUSTRY: AN EMPIRICAL STUDY Ananda Sabil Hussein; Raditha Hapsari
Journal of Indonesian Economy and Business (JIEB) Vol 30, No 1 (2015): January
Publisher : Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (650.841 KB) | DOI: 10.22146/jieb.7331

Abstract

This study aims to investigate the dimensions of hierarchical service quality in the area of the banking sector as well as to determine its relationships with other constructs, namely corpo-rate image and customer loyalty. One hundred and eleven respondents participated in this study. Partial Least Squares were employed to analyse the data. The inner and outer model evaluations showed that the proposed model was robust. This study found that the interaction quality, outcome quality and physical quality were the dimensions of service quality which were formed in the hierarchical model. In addition, this study indicated that service quality was a robust determinant of corporate image and customer loyalty in the banking sector. Similar to service quality, corporate image was also found to be an essential predictor of customer loyalty as well as the mediator between service quality and customer loyalty. To enhance the under-standing of service quality in the banking sector, further studies might add additional constructs such as brand engagement, perceived value, and customer experience.Keywords: service quality, image, loyalty, bank
Fashion-preneur and Social Media: A strategy to Enhance Teens’ Awareness, Trust and Loyalty towards Indonesian Local Fashion Brands Raditha Hapsari; Thitiya Thongkern; M. Taufiq Zaini
APMBA (Asia Pacific Management and Business Application) Vol 11, No 3 (2023)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2023.011.03.6

Abstract

This current study aims to examine the role of social media marketing, brand awareness, value, and trust in local fashion brand loyalty. This study uses the affective-cognitive theory that stated to create an emotional response, a customer of a brand needs to evaluate the affective and cognitive stimuli provided by the brand. This current study focuses on investigating the effect of social media marketing and brand awareness (cognitive); trust and perceived value (affective) on loyalty. One hundred and fifty respondents from Indonesian local fashion brands have participated in the survey were recruited by using a purposive sampling technique. Structural Equation Modelling (AMOS 20) was used to analyze the data, through two steps: Confirmatory Factor Analysis (CFA) and hypothesis testing. The result of the CFA test confirmed that the indices were all acceptable. The results of the hypothesis testing show that social media marketing positively influenced customers’ perceived value, brand awareness, and brand trust while brand loyalty is influenced by the marketing activity that is done through social media, the degree of customers’ brand awareness, brand trust, and perceived value. Based on the result of this study, to make the customers loyal to the brand in the fashion industry, fashion-preneur must deliver the right social media marketing campaign.
Examining the role of personal innovativeness and trust in predicting generation Z’s online booking behaviour Hapsari, Raditha; Sabil Husein, Ananda; Gan, Christopher
BISMA (Bisnis dan Manajemen) Vol. 15 No. 2 (2023)
Publisher : Universitas Negeri Surabaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/bisma.v15n2.p158-186

Abstract

This study responds to the Technological Acceptance Model (TAM) critics regarding the model's missing self-regulatory and motivational variables. The research integrates personal innovativeness and perceived risk in the TAM model and explores the interrelationships among those constructs. A self-administered questionnaire was used to collect the data for this study, and 293 consumers of the Indonesia Online Travel Agent (OTA) industry participated. The data were analysed using Partial Least Square, which employed the inner and outer model evaluations to analyse the data. The results demonstrated that Generation Z's attitude toward using the OTA application is positively affected by its perceived usefulness and ease of use. Moreover, three variables significantly affect Generation Z's behavioural intention to use e-commerce applications. Personal innovativeness significantly affects perceived transaction risks and attitudes toward using the OTA application. These results imply that in order to enhance customers’ willingness to keep using the application, the OTA practitioners should ensure that their customers experiencing the ease-of-use dan the usefulness of the application, so that the customers will have a greater willingness to use the same application in the future.
Co-Authors Aditya Hadi Wijaya, Aditya Hadi Afandy, Moh Agustin, Najla Amalina Al Hamidi, Muhammad Faiz AlBanani, Muhammad Tsabit Aly, Baharuddin Ananda Sabil Hussein Annisa Puspitasari Anshory, Heffy Hasim Armanu, Armanu Batisuta, Jeremy Gabriel David Dean David Dean, David Dewi, Putu Eva Silvia Fadilah, Firsty Yulehinin Ditha Farah Salsabila, Farah Fatchur Rohman Fitriyana, Nurul Amalia Gan, Christopher Gaotami, Elsa Ida Yulianti Irsyad, Miftah Islamiyah, Tasya Firdhausi Isura, Windy Karina Kardina Yudha Parwati Kartikasari, Ani Lahman, Salwa Nabila M. Taufiq Zaini Mafiddah, Luluk Atim Mahameru, Luky Sanjaya Mahendra, Tegar Margono Setiawan Matondang, Angga Oktavianus Michael D Clemes Michael D Clemes, Michael D Mohammad Erfan Arif Muhammad Dimar Alam Mulyawan, Nafiri Cholish Muslim, Noor Awanis Nafis, Fitya Hilyatin Nanang Suryadi Noor Awanis Muslim Nugraha, Rifat Tri Nur Khusniyah Indrawati Pitaloka, Pandora Diah Puspitasari, Annisa Putri, Reyka Kurnia Riandi, Muhammad Hafiz Rianto, Muhammad Iqbal Rifandani, Eka Putri Rila Anggraeni Rila Anggraeni, Rila Rohmah, Sukma Arum Maulidatu Rr Ayu Firdausiah Sabil Husein, Ananda Susenohaji, Susenohaji Susilowati Susilowati Susilowati Susilowati Thitiya Thongkern Thongkern, Thitiya Ully, Clara Diandra Wahyuli, Eka Fais Zaini, M. Taufiq