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All Journal Jurnal Ekonomi dan Bisnis Jagaditha EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis MIX : Jurnal Ilmiah Manajemen Jurnal Mirai Management Jurnal Manajemen Asia-Pacific Management and Business Application AkMen JURNAL ILMIAH WIDYA LAKSANA Warmadewa Management and Business Journal (WMBJ) Jurnal Ilmiah Ekonomi Global Masa Kini JIMEK : Jurnal Ilmiah Mahasiswa Ekonomi Jurnal Ilmiah Manajemen dan Bisnis Dinasti International Journal of Management Science Jurnal Penelitian Ekonomi Akuntansi (JENSI) Jurnal Sewaka Bhakti Wacana Ekonomi : Jurnal Ekonomi, Bisnis dan Akuntansi International Journal of Environmental, Sustainability, and Social Science AJARCDE (Asian Journal of Applied Research for Community Development and Empowerment) Parta: Jurnal Pengabdian Kepada Masyarakat J-ESA (Jurnal Ekonomi Syariah) ADPEBI International Journal of Business and Social Science JAMBURA: JURNAL ILMIAH MANAJEMEN DAN BISNIS Husnayain Business Review International Journal of Islamic Business and Management Review Asean International Journal of Business Community Services Journal (CSJ) International Journal of Management and Business Applied International Journal of Management and Digital Business Journal of Authentic Research
Ni Luh Putu Indiani
Universitas Warmadewa
Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Public Health Social Sciences Other

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The Influence of Viral Marketing and Atmosphere on Purchase Decisions with FOMO as Moderation in Coffee Shops Made Setini; Ni Putu Ita Puspa Yanti; Ni Luh Putu Indiani
Asean International Journal of Business Vol. 5 No. 2 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/aijb.v5i2.1757

Abstract

Purpose – This paper seeks to examine the influence of menu variations on Generation Z customer loyalty in coffee shops in Denpasar City, with customer satisfaction as a mediating variable and social media marketing as a moderating variable. Methodology/approach – A quantitative explanatory approach was applied using questionnaire data collected from 175 Generation Z respondents who frequently visit coffee shops in Denpasar. The data were analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM) to test both direct and indirect relationships among menu variations, customer satisfaction, social media marketing, and loyalty. Findings – The results indicate that menu variations have a positive and significant effect on both customer loyalty and customer satisfaction. However, customer satisfaction does not significantly influence loyalty and fails to mediate the relationship between menu variations and loyalty. Furthermore, social media marketing plays a quasi-moderating role, strengthening the effect of menu variations on loyalty while also directly influencing loyalty. These findings suggest that Generation Z loyalty is more strongly driven by innovative product experiences and digital engagement rather than satisfaction alone. Novelty/value – This study contributes to the growing literature on Generation Z consumer behavior in the coffee shop industry by highlighting the importance of continuous menu innovation supported by effective social media marketing strategies to build and maintain long-term customer loyalty.
The Mediating Role of Patient Satisfaction in the Relationship Between Service Quality, Brand Image, and Patient Loyalty Ni Luh Sri Dewi Indrayani; Ni Luh Putu Indiani; I Made Suniastha Amerta
Asean International Journal of Business Vol. 5 No. 2 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/aijb.v5i2.1800

Abstract

This study aims to analyze the influence of service quality and brand image on inpatient loyalty at the Praja Amerta Pavilion of Wangaya Regional General Hospital, Denpasar, with patient satisfaction as a mediating variable. This research employs a quantitative approach using an explanatory research design. The population consists of inpatients at the Praja Amerta Pavilion, and data were collected from 160 respondents through questionnaires using a Likert scale. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate both the measurement model and structural model. The results indicate that service quality has a positive but not significant effect on patient loyalty, suggesting that improvements in service quality alone are not sufficient to directly enhance patient loyalty. Conversely, brand image has a positive and significant effect on patient loyalty, indicating that a strong hospital image increases patients' trust and intention to reuse the service. Furthermore, both service quality and brand image have a positive and significant effect on patient satisfaction. Patient satisfaction also has a positive and significant influence on patient loyalty. Mediation analysis reveals that patient satisfaction fully mediates the relationship between service quality and patient loyalty and partially mediates the relationship between brand image and patient loyalty. These findings highlight that patient loyalty in healthcare services is shaped by the interaction between service quality, brand image, and patient satisfaction. Therefore, hospitals should improve service quality, strengthen brand image, and continuously manage patient satisfaction to enhance patient loyalty
PENGARUH E-SERVICE QUALITY, PROMOSI DAN KEPERCAYAAN TERHADAP KEPUTUSAN PEMBELIAN PELANGGAN PADA LAZADA DI ERA COVID-19 Ni Luh Putu Indiani; Dewa Ayu Ciska Radika Devi
J-ESA (Jurnal Ekonomi Syariah) Vol. 6 No. 1 (2023): Juni
Publisher : Program Studi Ekonomi Syariah IAI Muhammadiyah Bima

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52266/jesa.v6i1.1260

Abstract

Dari sekian banyaknya E-Commerce, Lazada merupakan salah satu online shop yang populer di Indonesia. Namun berdasarkan data jumlah kunjungan pelanggan dan perangkingan, Lazada mengalami penurunan. Hal ini mengidentifikasi adanya permasalahan yang diduga terkait kinerja Lazada mengalami penurunan dan kurangnya minat pelanggan untuk melakukan pembelian pada Lazada. Untuk itu penulis tertarik meneliti faktor-faktor yang mempengaruhi keputusan pembelian. Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan elektronik (e-sevice quality), promosi dan kepercayaan terhadap keputusan pembelian pelanggan pada Lazada di era covid-19 (studi kasus pada pelanggan Lazada di Kabupaten Gianyar). Populasi penelitian ini adalah pelanggan Lazada di Kabupaten Gianyar. Sampel yang digunakan adalah sebesar 108 responden. Metode pengumpulan data adalah metode observasi, kuesioner, wawancara dan studi dokumentasi. Teknik analisis regresi linier berganda digunakan untuk menguji pengaruh variabel bebas terhadap variabel dependen. Hasil penelitian menemukan bahwa Kualitas Pelayanan Elektronik (E-Service Quality), Promosi, dan Kepercayaan berpengaruh positif dan signifikan terhadap Keputusan Pembelian. Untuk meningkatkan kualitas pelayanan elektronik, Lazada perlu mengevaluasi layanan pengiriman agar dapat tepat waktu. Untuk meningkatkan Promosi, Lazada perlu menambahkan durasi dari promosi yang dilakukan dengan konten-konten yang menarik. Dan untuk Kepercayaan, Lazada perlu meningkatkan keamanan saat bertransaksi pada aplikasi atau situs web sehingga pelanggan dapat yakin untuk melakukan pembelian di Lazada.
Menu Variations Influence Generation Z Customer Loyalty in Coffee Shops: Satisfaction Mediation and Social Media Marketing Moderation Ni Nyoman Ayu Tresna Cahya Dewi; Ni Luh Putu Indiani; Made Setini
International Journal of Islamic Business and Management Review Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijibmr.v6i1.1756

Abstract

This study examines the influence of menu variations on Generation Z customer loyalty in coffee shops in Denpasar City, with customer satisfaction as a mediating variable and social media marketing as a moderating variable. The research adopts a quantitative explanatory approach using questionnaire data collected from 175 respondents and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that menu variations have a positive and significant effect on both customer loyalty and customer satisfaction. However, customer satisfaction does not significantly influence loyalty and is unable to mediate the relationship between menu variations and loyalty. Furthermore, social media marketing is found to act as a quasi-moderator, strengthening the impact of menu variations on loyalty while also directly affecting loyalty. These results highlight that Generation Z loyalty is more driven by innovative product experiences and digital engagement rather than satisfaction alone. Therefore, coffee shops should prioritize continuous menu innovation supported by effective social media marketing strategies to build and maintain long-term loyalty among Gen Z consumers.
Influence of Online Reviews and Omnichannel Strategy on Buying Interest with Trust Mediation in Pudaksari Bali Ni Luh Pudak Sariani; Ni Luh Putu Indiani; Ni Made Wahyuni
International Journal of Islamic Business and Management Review Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijibmr.v6i1.1790

Abstract

This study aims to examine the influence of online customer reviews and omnichannel strategies on buying interest in Pudaksari skincare products in Bali, with trust acting as a mediating variable. The research is motivated by the decline in Pudaksari’s sales performance in 2025 and the increasing importance of digital information and integrated marketing channels in shaping consumer behavior. A quantitative approach was employed using a survey method involving 110 respondents selected through purposive sampling. Data were collected via an online questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that online customer reviews have a positive and significant effect on buying interest but do not significantly influence trust. Conversely, omnichannel strategies do not directly affect buying interest, yet they have a positive and significant impact on trust. Trust is found to significantly and positively influence buying interest. Furthermore, trust does not mediate the relationship between online customer reviews and buying interest, but it fully mediates the relationship between omnichannel strategies and buying interest. These findings suggest that strengthening an integrated and consistent omnichannel strategy is more effective in increasing consumer buying interest through building trust, rather than relying solely on online customer reviews. This study contributes to digital marketing literature by highlighting the critical role of trust as a psychological mechanism linking omnichannel integration and consumer buying interest in the local skincare industry.
Enhancing Customer Satisfaction Through Upselling and Cross-Selling: The Mediating Role of Brand Image in Automotive After-Sales Services I Made Leo Doniartha; Ni Luh Putu Indiani; Made Setini; Ida Bagus Udaya Putra
International Journal of Islamic Business and Management Review Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijibmr.v6i1.1802

Abstract

After-sales service is an important aspect in building long-term relationships with customers and increasing customer satisfaction with a brand. The implementation of sales strategies such as upselling and cross-selling in after-sales service aims to increase transaction value and shape positive customer perceptions of the brand. Therefore, this study aims to analyze the effect of upselling and cross-selling on customer satisfaction with brand image as a mediating variable in Toyota Tabanan after-sales service. The population in this study were all customers who use Toyota Tabanan after-sales service. The research sample consisted of 100 respondents selected using a purposive sampling technique. The data collection method was carried out through distributing questionnaires. The analysis technique used to test the hypothesis was inferential analysis using Structural Equation Modeling based on Partial Least Square (SEM-PLS). The results showed that upselling and cross-selling had a positive effect on customer satisfaction and brand image. Brand image also had a positive effect on customer satisfaction and was able to mediate the effect of upselling and cross-selling on customer satisfaction. These results indicate that implementing the right sales strategy and strengthening brand image in after-sales service can increase customer satisfaction sustainably.
Transformational Leadership and Competence as Predictors of Bos Fund Manager's Performance : The Mediating Role of Organizational Commitment Ni Made Dwi Yanti; Gusti Ayu Sugiati; Ida Ayu Surasmi; Ni Luh Putu Indiani; A.A Media Martadiani; Ida Bagus Udayana Putra
Husnayain Business Review Vol. 6 No. 2 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia (ADPEBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/hbr.v6i2.1798

Abstract

This study aims to analyze the influence of transformational leadership and competence on the performance of the management of School Operational Assistance Funds (BOS) at State Vocational Schools in Buleleng Regency, with organizational commitment as a mediating variable. BOS Fund management requires accountability, transparency, and compliance with regulations, so adequate leadership factors and human resource capacity are needed to improve performance. This study uses a quantitative approach with Structural Equation Modelling analysis techniques based on Partial Least Squares (SEM-PLS). The research population is all BOS Fund managers in 14 State Vocational Schools in Buleleng Regency, with a total of 56 respondents. The results of the study show that transformational leadership and competence have a positive and significant effect on the performance of BOS Fund management. In addition, transformational leadership and competence also have a positive and significant effect on organizational commitment. Organizational commitment has been proven to have a positive effect on performance and partially mediate the influence of transformational leadership and competence on the performance of BOS Fund management. These findings confirm that the improvement of BOS Fund management performance is not only determined by technical factors, but also by leadership aspects and organizational commitment as psychological mechanisms that strengthen performance.
Co-Authors A.A Media Martadiani Ade Ruly Sumartini Albina Anim Anak Agung Inta Setya Dewi Anak Agung Istri Krisna Gangga Dewi Anak Agung Istri Pradnyani Dewi Andhika Ary Prasetya Anim, Albina AWATARA, I Gusti Agung Gede Usadhana Ayu Made Dian Pertiwi Dwipayanti Basister, Michel P. Basister Bornalo, Joemyline M. Calig, Nanie R. Cokorda Krisna Yudha Darmawan, Kadek Dinda Rahayu Devi, Dewa Ayu Ciska Radika Dewa Ayu Ciska Radika Devi DEWA AYU DYAH PERTIWI PUTRI, DEWA AYU DYAH PERTIWI Dewa Ayu Mei Arta Dewi DEWI, Anak Agung Ayu Rai Sukma Dewi, I Gusti Ayu Adis Puspita Dewi, Made Pratiwi DEWI, Ni Luh Aria Sukma Ekayani, Ni Wayan Diana Ekayanti, Ni Wayan Sri ERAWAN, Putu Yuke Prabandari Ermawardani, Kadek Ayu Yessy Evi Triandini Gede Sanjaya Adi Putra Gede Suardana Gusti Ayu Sugiati I A Cynthia Saisaria Mandasari I Gde Suranaya Pandit I Gede Pasek Mangku I Ketut Rahyuda I Komang Putra I Made Adhi Mahendrayana I Made Aditya Pramartha I Made Jaminyasa I Made Jaminyasa, I Made I Made Leo Doniartha I Made Pulawan I Made Pulawan I Made Pulawan, I Made I Made Sara I Made Suniastha Amerta I Made Yogiarta I Made Yudiana I Putu Artha Yasa Wijaya I Putu Gde Sukaatmadja I Wayan Gde Yogiswara Darma Putra I Wayan Gede Suparta I.B.Agung Dharmanegara Ida Ayu Agung Idawati Ida Ayu Surasmi Ida Bagus Udaya Putra Ida Bagus Udayana Putra Indra Kusuma Jaya ISMAYA, I Gusti Ayu Paramita ISWARA, A.A Ngurah KT Pradnyana januarianta, I Kadek Januba, Zia Beti Jayanti, Luh Gede Pande Sri Eka Kadek Nonik Erawati Kelvin Hendrata Lestari, Ni Luh Metri Luh Gde Evayanti Luh Gede Pande Sri Eka Jayanti Luh Made Putri Juliantari Luh Suriati Made Setena Mahardika, Ida Bagus Komang Mahayana, I Made Astu Mambrasar, Dominggas Ni Kd Sioaji Yamawati Ni Luh Anik Puspa Ningsih Ni Luh Mega Widiani Ni Luh Pudak Sariani Ni Luh Sri Dewi Indrayani Ni Made Amrita Anuttami Ni Made Dwi Yanti Ni Made Purnami Ni Made Wahyuni Ni Nyoman Ayu Tresna Cahya Dewi Ni Nyoman Kerti Yasa Ni Nyoman Rusmiati Ni Putu Ita Puspa Yanti Ni Wayan SITIARI Nisa, Aviyatun Nyoman Yudhana Pahuyo, Therese Samantha V. Pasupati, Bayu Puji Purwatiningsih, Aris Putra, Adi Pratama Putra, I Putu Iwan Pramana Putra, I Wayan Widiantara PUTRA, Putu Ary Krisna Putu Ayu Sita Laksmi Putu Diah Purnamayanti Putu Ngurah Suyatna Yasa Putu Ngurah Suyatna Yasa Rahmatika, Annisa Rematwa, Afelinus Rosa Ristawati Santini, Ni Made Saputra, I Gede Harry Pratama Sari, Cintya Purnama Sarmawa, I Wayan Gde Setini, Made Shine Pintor Siolemba Patiro Sumayo, Romeo M. Sumerta, I Komang Suparto Wijoyo Surasmi, Ida Ayu Tridtitanakiat, Pavalee Chompoorat Tupaz, Aycel N. WIBAWA, I Made Aryan Satriya Wibawa, I Made Manik Putra Widiani, Ni Luh Mega Wijaya, Putu Austin Widyasari Wiratama, Nyoman Indra Wiwekananda, Ida Bagus Yamawati , Ni Kadek Sioaji Yasa, Putu Ngurah Suyatna Yohanes Parlindungan Situmeang Yudhana, Nyoman Yunita Citra Dewi