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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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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.
How Customer Value and Customer Experience Drive Customer Loyalty: The Mediating Role of Customer Satisfaction in Retail Pharmacies Kadek Ayu Yessy Ermawardani; Ni Luh Putu Indiani; Made Setini
ADPEBI International Journal of Business and Social Science Vol. 6 No. 1 (2026)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia (Adpebi)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/aijbs.v6i1.1804

Abstract

The rapid growth of the retail pharmacy industry has intensified competition among pharmacies, particularly in Denpasar City. This competitive environment requires pharmacy managers to implement effective strategies to maintain and enhance customer loyalty. This study aims to examine the influence of customer value and customer experience on customer loyalty, with customer satisfaction acting as a mediating variable. This research employed a quantitative approach using a survey method. Data were collected through questionnaires distributed to 130 pharmacy customers in Denpasar City selected through purposive sampling. The measurement instrument used a five-point Likert scale, and the data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results show that customer value has a positive and significant effect on both customer satisfaction and customer loyalty. Customer experience has a positive and significant effect on customer satisfaction but does not directly influence customer loyalty. Furthermore, customer satisfaction significantly affects customer loyalty and acts as a mediating variable in the relationship between customer value, customer experience, and customer loyalty. Customer satisfaction partially mediates the relationship between customer value and customer loyalty, while it fully mediates the relationship between customer experience and customer loyalty. These findings indicate that improving customer loyalty in retail pharmacies can be achieved by enhancing perceived customer value and delivering positive customer experiences that ultimately increase customer satisfaction
Pengaruh Kepemimpinan Transformasional dan Kompensasi terhadap Kinerja Pegawai melalui Kepuasan Kerja pada Satuan Kerja Berpredikat WBBM Dwipayanti, Ayu Made Dian Pertiwi; Indiani, Ni Luh Putu; Patiro, Shine Pintor Siolemba
Journal of Authentic Research Vol. 5 No. 2 (2026): May
Publisher : LITPAM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/bws3q547

Abstract

Penelitian ini dilatarbelakangi oleh tuntutan menjaga dan meningkatkan kinerja pegawai pada satuan kerja berpredikat Wilayah Birokrasi Bersih dan Melayani (WBBM). Survei pendahuluan menunjukkan bahwa 83,3% pegawai menilai kepemimpinan transformasional penting bagi pencapaian kinerja, 86,7% menyatakan peningkatan tunjangan kinerja sebesar 35% menjadi motivasi tambahan, dan 80,0% mengaku memiliki kepuasan kerja yang tinggi. Penelitian ini bertujuan menganalisis pengaruh kepemimpinan transformasional dan kompensasi terhadap kinerja pegawai melalui kepuasan kerja sebagai variabel intervening pada Kanwil Kementerian Agama Provinsi Bali. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 152 responden dari total 245 pegawai yang dipilih menggunakan rumus Slovin pada tingkat kesalahan 5%. Data dikumpulkan melalui kuesioner skala Likert lima poin dan dianalisis menggunakan regresi linear berganda, analisis jalur, dan uji Sobel. Hasil penelitian menunjukkan bahwa seluruh instrumen valid (r = 0,547–0,934) dan reliabel (α = 0,820–0,905). Kepemimpinan transformasional dan kompensasi berpengaruh positif terhadap kepuasan kerja dengan persamaan Z = 1,066 + 0,107X1 + 0,545X2 dan adjusted R² = 0,566. Selanjutnya, kepemimpinan transformasional, kompensasi, dan kepuasan kerja berpengaruh positif terhadap kinerja pegawai dengan persamaan Y = -0,166 + 0,363X1 + 0,297X2 + 0,260Z dan adjusted R² = 0,747. Uji Sobel menunjukkan bahwa kepuasan kerja memediasi pengaruh kepemimpinan transformasional (t = 2,58) dan kompensasi (t = 4,58) terhadap kinerja pegawai. Temuan ini menegaskan bahwa penguatan kepemimpinan transformasional dan sistem kompensasi yang adil perlu diprioritaskan untuk meningkatkan kepuasan kerja dan kinerja pegawai pada organisasi sektor publik.Kata Kunci: kepemimpinan transformasional, kompensasi, kepuasan kerja, kinerja karyawan This study was motivated by the demand to maintain and improve employee performance in work units awarded the Corruption-Free and Service-Oriented Bureaucratic Zone (WBBM) predicate. A preliminary survey showed that 83.3% of employees considered transformational leadership important for achieving performance targets, 86.7% stated that a 35% increase in performance allowance served as an additional source of motivation, and 80.0% reported having high job satisfaction. This study aimed to analyze the effects of transformational leadership and compensation on employee performance through job satisfaction as an intervening variable at the Regional Office of the Ministry of Religious Affairs of Bali Province. The study employed a quantitative approach using a survey method involving 152 respondents selected from a total population of 245 employees using the Slovin formula with a 5% margin of error. Data were collected through a five-point Likert-scale questionnaire and analyzed using multiple linear regression, path analysis, and the Sobel test. The results showed that all instruments were valid (r = 0.547–0.934) and reliable (α = 0.820–0.905). Transformational leadership and compensation had a positive effect on job satisfaction, as indicated by the equation Z = 1.066 + 0.107X1 + 0.545X2 and an adjusted R² of 0.566. Furthermore, transformational leadership, compensation, and job satisfaction had a positive effect on employee performance, as shown by the equation Y = -0.166 + 0.363X1 + 0.297X2 + 0.260Z and an adjusted R² of 0.747. The Sobel test confirmed that job satisfaction mediated the effect of transformational leadership (t = 2.58) and compensation (t = 4.58) on employee performance. These findings underscore the importance of strengthening transformational leadership and establishing a fair compensation system to enhance job satisfaction and employee performance in public sector organizations.
The Effects of Perceived Service Quality and Satisfaction on Brand Loyalty: The Mediating Role of Coffee Shop Customer Trust in Bali Ni Made Wahyuni; Ni Luh Putu Indiani
MIX: JURNAL ILMIAH MANAJEMEN Vol. 15 No. 3 (2025): MIX : Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jurnal_mix.2025.v15i3.018

Abstract

Objectives: Competition, turbulence, changes in customer preferences have an effect on customer loyalty. Although the topic of the relationship between service quality and customer satisfaction on customer loyalty has been widely researched, there are still factors that are important to consider in the mechanism of the relationship.Methodology: The main objective of this study is to provide a reliable framework for coffee shop businesses.  Using a sample of 145 coffee shop visitors, a model was developed and then tested with Partial Least Square (PLS) to examine the interaction of multiple variables and mediation effects.Finding: The empirical results are considered satisfactory as they offer knowledge insights into how to maximize service quality and customer satisfaction on customer loyalty.  In particular, trust is an important mediator of the relationship of service quality and customer satisfaction on brand loyalty. This study proves that quality service and the importance of customer satisfaction significantly positively affect the level of trust and customer loyalty. The practical implication is that the mediating variable in this study is a variable that coffee shop context managers can manage.Conclusion: The results of this study indicate that the higher the service quality and customer satisfaction, the higher the consumer trust in the company. This shows that service quality and customer satisfaction are able to predict trust.
The Moderating Role of After-Sales Service on Product Quality, Brand Image, and Used Car Repurchase Intention I Gede Harry Pratama Saputra; Ni Luh Putu Indiani; Made Setini
International Journal of Management and Business Applied Vol. 5 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/ijmba.v5i1.1761

Abstract

Purpose – This paper seeks to examine the effect of product quality and brand image on repurchase intention of used car consumers in Denpasar, Bali, as well as to analyze the moderating role of after-sales service in strengthening these relationships. Methodology/approach – A quantitative survey approach was employed to collect data from 120 consumers who had previously purchased used cars and received after-sales services from used car showrooms in Denpasar. The data were gathered through a Likert-scale questionnaire and analysed using Partial Least Squares–Structural Equation Modelling (PLS-SEM). Findings – The results indicate that product quality and brand image have a positive and significant influence on consumers repurchase intention. However, after-sales service does not moderate the relationship between product quality and repurchase intention, nor between brand image and repurchase intention. These findings suggest that repurchase decisions in the used car market are mainly driven by the physical condition of the vehicle and brand perception rather than by post-purchase services. Novelty/value – This study provides insight into consumer repurchase behaviour in the used car industry in Bali, emphasizing the importance of maintaining vehicle quality and strengthening brand image as key strategies for used car showrooms. Although after-sales service was not found to play a moderating role, it remains important as a supporting factor for customer satisfaction and long-term relationships.
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 Evi Triandini Gede Sanjaya Adi Putra Gede Suardana Gusti Ayu Sugiati I A Cynthia Saisaria Mandasari I Gde Suranaya Pandit I Gede Harry Pratama Saputra I Gede Pasek Mangku I Ketut Rahyuda I Komang Putra I Made Adhi Mahendrayana 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 Ayu Yessy Ermawardani 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 Pramartha, I Made Aditya 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 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