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All Journal Journal The Winners MIX : Jurnal Ilmiah Manajemen Binus Business Review JOIV : International Journal on Informatics Visualization Warta Ardhia : Jurnal Perhubungan Udara International Journal of New Media Technology SEEIJ (Social Economics and Ecology International Journal) Jurnal Bisnis dan Akuntansi Jurnal Ilmiah Manajemen Kesatuan Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Annals of Human Resource Management Research
Hartiwi Prabowo, Hartiwi
Management Department, BINUS Online Learning, Bina Nusantara University
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Social Sciences Transportation Other

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Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL Marshellina Marshellina; Hartiwi Prabowo
Binus Business Review Vol. 4 No. 2 (2013): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v4i2.1376

Abstract

This study aims to look at the influence and how much the influence of e-CRM (X1) and Quality of Service (X2) for Customer Satisfaction (Y) that impact on Customer Loyalty (Z) at PT XL. Data collection techniques were with questionnaires, the number of population in this study was approximately three millionrespondents, ie customers who use the product XL in West Jakarta, because the area most widely uses XL provider. Total sample was 100 respondents and the technique used was simple random sampling. The method used in this study was Pearson correlation and path analysis. Based on the results of data analysis, structural equation is Y = 0.310 + 0.330 X1 + X2 0.874 and Z = 0.005 X1 + X2 + 0.449 -0.070 + 0.903 Y, which Electronic Customer Relationship Management and the quality of service have yet to be effective in providing a positive influence for customer loyalty directly, but it must go through prior customer satisfaction as an intervening variable. Therefore, more companies should make improvements to the new way of communicating with customers via electronic media because it gives quite effective results for customer satisfaction in PT XL. Inaddition, PT XL should provide training and better development for the employees working in the company to improve the quality of service that can create customer loyalty.
Analisis Pengukuran Kinerja Menggunakan Metode Balanced Scorecard pada PT.Bahtera Utama Erwin Erwin; Hartiwi Prabowo
Binus Business Review Vol. 6 No. 1 (2015): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v6i1.1438

Abstract

This research was conducted in PT.Bahtera Utama by measuring performance using the Balanced Scorecard as measured through four perspectives, that is financial perspective, the customer perspective, internal business process perspective, and learning and growth perspective. The purpose of this study was to measure the performance with balanced scorecard, analyze and recommend the results to the company. The research method used is a case study and survei methods with descriptive research. The results of this study indicate that the performance of the financial perspective quite good includes the profits, revenue, productivity, and the short term liabilities have not been able to be achieved as expectations. For Customer perspective, the performance of the companies is very good where customer satisfaction and loyalty must be maintained, for the continuation of the order. For Internal Business Process perspective, the company's performance in terms of both innovation and quality of products are very good, but in the time of processing product distribution is average and company has been able to fix it with the strategic objectives effectively and efficiently. For learning and growth perspective, the performance is good at all points but in the employee productivity and commitment, the targets have not been able to be achieved and the application of the information technology is very good. Overall assessment of performance on the PT.Bahtera Utama is good with the score of 4.29.
The Impact of Social Network Marketing on University Students' Purchase Intention and How It Is Affected of Consumer Engagement Hartiwi Prabowo; Rini Kurnia Sari; Stephanie Bangapadang
IJNMT (International Journal of New Media Technology) Vol 6 No 2 (2019): IJNMT (International Journal of New Media Technology)
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (414.409 KB) | DOI: 10.31937/ijnmt.v6i2.1243

Abstract

The research conducted is to know the impact of social network marketing on consumer purchase intention and consumers who become research are active students at private universities in Jakarta, and how social network marketing also affect consumer engagement (as moderate variable). The research method used in this research is quantitative research method. A method of data collection used in this research is a questionnaire distributed to 119 university students. The results of this study showed that social network marketing has a strong and significant impact oncustomer engagement, customer engagementhas a strong and significant impact on consumer purchase intention, social network marketing has a strong and significant impact consumer purchase intention, and also there is a significant impact from social network marketing on consumer purchase intention through consumer engagement.
The Role of Network Capabiliity in Shaping Behavior E-commerce Acceptance Among Small Businesses in Keranggan Village Yuniarty Yuniarty; Hartiwi Prabowo; Ridho Bramulya Ikhsan
Social Economics and Ecology International Journal (SEEIJ) Vol. 4 No. 1 (2020): March
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/seeij.v4i1.7353

Abstract

This research is a case study to help identify the driving factors of e-commerce acceptance by small businesses in Keranggan Village in Indonesia. This study argues that factors such as technology-organization-environment need to be strengthened by network capability from business actors so that e-commerce adoption intention emerges. From the total samples of 100 business actors in Keranggan Village. The study utilized Structural Equation Modeling (SEM) with SmartPLS 3.0 for data examination. Consequently, the relationship of technological context with e-commerce acceptance is mediated by significant network capability.
Identifikasi Kepuasan Penumpang atas Implementasi Kualitas Layanan Perusahaan Penerbangan Lianna Wijaya; Ridho Bramulya Ikhsan; Hartiwi Prabowo; Rini Kurnia Sari
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 6, No 3 (2019): NOVEMBER
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v6i3.357

Abstract

The purpose of this study to examined the contribution of the dimensions airline service quality to build of passengers satisfaction who using LCC airlines in DKI Jakarta and identified the level satisfaction of passengers who using LCC airlines. The data collection using a questionnaire and distributed to 120 passengers who use LCC airlines in DKI Jakarta. The analysis used multiple linear regression and important-performance matrix analysis. All data is valid, reliable and the best linear unbiased estimator tests is fit. Findings showed that, simultaneously and partially, dimensions of airline service quality had a significant impact on passenger satisfaction who using LCC airlines. The results of the important-performance matrix, there are 6 attributes that require special treatments to create passenger satisfaction and only 3 attributes that are felt satisfied by passengers.
Penerapan Forecasting pada Kebutuhan Bahan Baku “Solven S 602” Aries Aries; Hartiwi Prabowo; Teguh Sriwidadi; Ridho Bramulya Ikhsan
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 6, No 1 (2019): MARET
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v6i1.303

Abstract

The problems in this research are fluctuating market demand conditions, sources of raw materials mostly from overseas so that they have a long order period, specialty raw materials so there are not many suppliers that sell similar raw materials. This study aims to find out how forecasting calculations at PT XYZ when using moving average methods, exponential smoothing, and linear regression. Processing data using Quantitative Method for Windows software (QM for Windows). The results showed that the forecasting of “Solven S 602” raw materials with the moving average method resulted in an average percentage of absolute errors of 3.448%; forecasting with the exponential smoothing method produces an average percentage of absolute errors of 4.951%; forecasting with linear regression method produces an absolute percentage error of 0% on average. The most appropriate forecasting method for PT. XYZ is a linear regression method because the absolute error is the smallest.
Airline Service Delays And The Impact On Customer Perceptions, Switching Intentions And Negative Word Of Mouth Juliater Simarmata; Ridho Bramulya Ikhsan; Hartiwi Prabowo; Yuniarty Yuniarty; Dewulf Wouter
WARTA ARDHIA Vol 48, No 2 (2022)
Publisher : Badan Kebijakan Transportasi, Kementerian Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v48i2.483.1-11

Abstract

This research examines the influence of service delay on negative emotions and its result on switching plans and negative word of mouth as customer behavior. The survey was conducted on customers who have undergone delays in LCC airlines in Indonesia. The respondents' total number was 383, and the questionnaire responses were analyzed using SEM and mediation testing. As a result, this study accepts all the hypotheses that service delay affects anger and worry, and its impact on switching intention behavior and negative word of mouth. This research provides insight into how airlines can manage and improve their service policies to minimize service delays.
The Effect of Service Quality on Customer Loyalty Through Perceived Value and Customer Satisfaction of Jakarta Mobile Banking Application Teguh Sriwidadi; Hartiwi Prabowo
MIX: JURNAL ILMIAH MANAJEMEN Vol 13, No 3 (2023): MIX: JURNAL ILMIAH MANAJEMEN
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jurnal_mix.2023.v13i3.004

Abstract

Objectives: This study aims to examine the form of service quality which has profound effects on the way customers interact with firms to create positive service outcomes i.e., service quality, perceived value, customer satisfaction, and customer loyalty. Therefore, the main objective of this study is to examine the service quality’s impact on the user's perceived value, satisfaction, and loyalty in mobile banking.Methodology: This study uses a quantitative research method. The data has been collected from 498 service users through the online survey. Finding: Structural Equation Modelling is applied by using the PLS-SEM program to test the model. The study concluded that mobile banking service quality positively and significantly affects customer perceived value, customer satisfaction, and customer loyalty. Customer perceived value positively and significantly affects customer satisfaction, significantly but negatively affects customer loyalty, and customer satisfaction positively and significantly affects customer loyalty. Conclusion: This research has differences and similarities with the results of previous studies. This difference is caused by several things such as regional characteristics and participating respondents. The characteristics and behavior of consumers are unique so there may be differences in the results of the research conducted. The research results obtained from the hypothesis prove that the greater the influence of service quality, the greater the perceived value of the mobile banking application, and better customer service quality decreases customer loyalty, better customer service will further increase customer satisfaction. Better perceived value will further increase customer satisfaction, and better customer satisfaction increases customer loyalty.
Airline Service Delays And The Impact On Customer Perceptions, Switching Intentions And Negative Word Of Mouth Simarmata, Juliater; Ikhsan, Ridho Bramulya; Prabowo, Hartiwi; Yuniarty, Yuniarty; Wouter, Dewulf
WARTA ARDHIA Vol. 48 No. 2 (2022)
Publisher : Sekretariat Badan Kebijakan Transportasi, Kementerian Perhubungan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25104/wa.v48i2.483.1-11

Abstract

This research examines the influence of service delay on negative emotions and its result on switching plans and negative word of mouth as customer behavior. The survey was conducted on customers who have undergone delays in LCC airlines in Indonesia. The respondents' total number was 383, and the questionnaire responses were analyzed using SEM and mediation testing. As a result, this study accepts all the hypotheses that service delay affects anger and worry, and its impact on switching intention behavior and negative word of mouth. This research provides insight into how airlines can manage and improve their service policies to minimize service delays.
How do user attitude and satisfaction mediate the effect of perceived usefulness on TikTok Shop continuance intention? Sriwidadi, Teguh; Prabowo, Hartiwi
Annals of Human Resource Management Research Vol. 5 No. 3 (2025): September
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v5i3.2995

Abstract

Purpose: This study investigates how perceived usefulness influences TikTok Shop users’ continuance intention, with attitude and satisfaction serving as mediating variables. It aims to clarify the psychological and technological mechanisms driving user retention, particularly among Indonesian Generation Z and MSMEs. Methodology/approach: A quantitative survey design was applied, involving 420 purposively selected TikTok Shop users in Yogyakarta and surrounding areas. Data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) to evaluate both measurement and structural models. Validity and reliability tests, along with mediation analysis, were conducted to assess hypothesized relationships. Results: Findings show that perceived usefulness significantly enhances user attitude, satisfaction, and continuance intention. Attitude has a strong positive effect on continuance intention, whereas satisfaction, despite being positively related, is not a significant direct predictor. Mediation analysis indicates partial mediation through attitude and weaker mediation through satisfaction, underscoring the stronger role of cognitive evaluations over emotional responses in driving platform loyalty. Conclusions: The study concludes that user retention on TikTok Shop is primarily shaped by perceived usefulness and positive attitudes rather than satisfaction alone. Enhancing platform utility and fostering favorable user perceptions are critical for sustaining engagement. Limitations: The cross-sectional design, geographic focus on Yogyakarta, and reliance on purposive sampling limit generalizability. Contextual factors such as culture or platform features may also moderate the findings. Contribution: The research integrates UTAUT2 and Expectation-Confirmation Theory, advancing theoretical understanding of social commerce continuance intention. Practically, it offers actionable insights for developers and marketers to optimize features, enhance perceived usefulness, and build favorable attitudes to retain users.
Co-Authors Agustina Tutik Agustina Tutik, Agustina Antonius Herusetya Aries Aries Brian Garda Muchardie Darman Darman Darman Darman Dedy Handrimurtjahjo Dewulf Wouter Edhie Budi Setiawan, Edhie Budi Edi Abdurachman Enny Noegraheni Enny Noegraheni, Enny Erwin Erwin Handrimurtjahjo, Dedy Idris Gautama Idris Idris Ikhsan, Ridho Bramulya Juliater Simamarta Lianna Wijaya Lily Lily Lily Lily, Lily Marshellina Marshellina Marshellina, Marshellina Mohamad Azhar Pona Nurhanka Pona Nurhanka, Pona Rini Kurnia Sari Rini Kurnia Sari Sidjabat, Sonya Sri Budi Utami Nur Hasanah Sri Budi Utami Nur Hasanah, Sri Budi Utami Nur Stephanie Bangapadang Synthia Atas Sari Synthia Atas Sari Synthia Atas Sari Synthia Atas Sari, Synthia Atas Teguh Sriwidadi, Teguh Vana Lestari Vana Lestari, Vana Viona viona Viona viona, Viona Wouter, Dewulf Yuniarty Yuniarty Yuniarty Yuniarty