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The Influence of Service Failure on Mobile Banking Usage and Its Relation to User Satisfaction Sugiono, Ovio Destiana; Dewi, Citra Kusuma; Madiawati, Putu Nina
Journal of The Community Development in Asia Vol 8, No 1 (2025): January 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i1.3672

Abstract

The explosive expansion of the internet has changed the way banks communicate with their clients. MyBCA, a mobile banking (m-banking) application, is designed to meet the needs of customers who prefer banking from home. This study aims to analyze the impact of m-banking service failures on MyBCA user adoption and satisfaction. 390 respondents participated in this quantitative study, with data analysis using SMARTPLS 3.1. Results show that m-banking adoption is significantly affected by functional, system, information, and service failures. In addition, the use of m-banking was also found to have a significant influence on use satisfaction towards m-banking. Despite functional failures, users still use m-banking frequently. System failures, such as technical glitches, have a significant impact on usage. In contrast, information failures have less impact than other failures. Service failures, such as transaction errors, also have a major impact on usage. This study uses MBFM to analyze the interrelationships between service failures, m-banking adoption, and user satisfaction, providing important insights for the future development of m-banking services. The results of this study can be used as a basis for designing more targeted service quality improvement strategies, with a priority on improving the core features that are most frequently used by users
Edukasi Kesehatan Pencegahan Hipertensi untuk Masyarakat Sehat di Wilayah Kerja Puskesmas Banguntapan III, Bantul, Yogyakarta: Health Education on Hypertension Prevention for Healthy Communities in the Work Area of Banguntapan III Community Health Center, Bantul, Yogyakarta Mudayana, Ahmad Ahid; Widyaningrum, Retno; Kusuma, Oksa Wijaya; Dilansari, Vina Annisa; Dewi, Citra Kusuma; Febiyana, Christi; Prabowo, Afriyan Randhi
PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat Vol. 10 No. 1 (2025): PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat
Publisher : Institute for Research and Community Services Universitas Muhammadiyah Palangkaraya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33084/pengabdianmu.v10i1.8175

Abstract

WHO explains that the number of cases of hypertension is estimated at 1.28 billion adults aged 30-79 years worldwide suffering from hypertension, 2/3 live in countries with low and middle levels. WHO also stated that treatment coverage must be >76 million people to be treated. This must be achieved by 2050. Based on the 2018 Riskesdas results, the prevalence of hypertension in the population aged >18 years in Indonesia showed that 658,201 sufferers were diagnosed with hypertension. Based on profile data from the Puskesmas Banguntapan III, 568 patients have been diagnosed with hypertension as of 2022. Based on these problems, health education related to this was held from June 22 to July 6, 2024. There were pre-test and post-test activities to see the level of knowledge of the respondents, it was seen that residents were very enthusiastic about participating in this activity.
Evaluasi Kepuasan Konsumen terhadap Program Inovatif Bagi Tenaga Pengajar dan Staf Pendukung di Our Dream Indonesia Bandung: Pendekatan Service Quality dan Design Thinking Citra Kusuma Dewi; Herdiansyah Gustira Pramudia Suryono; Mochamad Arief Rahman Ramadhian
Madaniya Vol. 6 No. 1 (2025)
Publisher : Pusat Studi Bahasa dan Publikasi Ilmiah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53696/27214834.1111

Abstract

Sebagai lembaga pendidikan yang menyediakan layanan serta pembelajaran bagi anak berkebutuhan khusus dengan kategori dan usia anak didik yang sangat variatif, Our Dream Indonesia (ODI) dituntut untuk menciptakan program yang sesuai dengan kebutuhan spesifik anak didik, juga memberikan layanan (service quality) yang terbaik sekaligus mengembangkan organisasinya. Keterbatasan sumber daya dan jumlah anak didik yang terus bertambah serta kebutuhan yang variatif membuat ODI harus memanfaatkan semaksimal mungkin sumber daya yang ada. Hal ini mengakibatkan tumpang tindihnya pekerjaan dan tidak adanya waktu dan pemikiran khusus untuk pengembangan berbagai program di ODI serta proses evaluasi mengenai program dan service quality yang telah diberikan oleh ODI. Terdapat beberapa tahapan dalam pelaksanaan kegiatan pengabdian masyakarat yang melibatkan para tenaga pengajar dan staf pendukung ODI. Tahap awal adalah metode Survei yang dilakukan sebagai bentuk evaluasi kepuasan orang tua anak didik terhadap service quality berbagai program inovatif yang telah dijalankan oleh ODI. Berikutnya metode presentasi digunakan oleh narasumber/pembicara dari Telkom University untuk menyampaikan beberapa hal agar peserta mengetahui konsep dasar Service Quality dan Design Thinking. Kemudian, metode praktik merupakan aktivitas dimana peserta pelatihan mengimplementasikan pengetahuan yang telah diperoleh sebelumnya dari trainer. Pendekatan design thinking yang digunakan dalam kegiatan workshop kali ini mengacu pada model double diamond dari British Design Council. Tahapan pelatihan dengan pendekatan design thinking ini meliputi tahapan Discover, Define, Develop (Ideate) dan Deliver (Prototype & Testing).
The Influence of Perceived Success Likelihood on Religious Boycott Intention Through Attitude Mediation Shafa, Dhiya; Dewi, Citra Kusuma; Madiawati, Putu Nina
Journal of The Community Development in Asia Vol 8, No 2 (2025): May 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i2.3908

Abstract

Religious-based boycotts have gained global relevance as consumers respond to sociopolitical and ethical concerns. This study investigates how perceived success likelihood influences intention to participate in religious boycotts, with attitude toward the boycott acting as a mediating variable. Grounded in the Theory of Planned Behavior (TPB), the research tests four hypotheses using Structural Equation Modeling-Partial Least Squares (SEM-PLS) based on responses from 225 Indonesian participants. The results reveal that perceived success likelihood has a strong positive effect on attitude (? = 0.776, p 0.001), which in turn significantly influences intention to participate (? = 0.809, p 0.001). While perceived success likelihood also shows a significant direct effect on intention, this becomes non-significant when attitude is included, indicating full mediation. These findings highlight the critical role of perceived campaign effectiveness in shaping consumer attitudes and driving participation in religious boycotts. The study contributes to the literature on consumer activism and offers practical insights for advocacy organizations aiming to strengthen public engagement through strategically crafted messages
Social Media and Planned Behaviour: Impact on TikTok Purchase Intentions Patricy, Aklin Nindya; Dewi, Citra Kusuma
Indonesian Journal of Business Analytics Vol. 5 No. 3 (2025): June 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijba.v5i3.14610

Abstract

Social media nowadays significantly affects consumer buying habits, especially in the beauty sector. As a developing social commerce network, TikTok presents chances for companies like Wardah to increase sales and visibility. In order to impact online purchase intention using the Theory of Planned Behavior, this emphasizes the necessity of planned social media marketing that incorporates influencer credibility, platform utilization, and marketing content. Users of TikTok in Indonesia who had seen advertisements for Wardah participated in a quantitative survey. Partial least squares (PLS) and structural equation modeling (SEM) were used to examine the data. The findings show that purchase intention is positively impacted by marketing on social media, highlighting the significance of user interaction, reliable influencers, and focused tactics for Wardah's TikTok expansion.
Pengaruh Customer Review Dan Celebrity Endorsement Terhadap Purchase Intention Dengan Trust Sebagai Variabel Moderasi Pada Produk Skintific Di Tiktok Saputera, Aditya Bayu; Dewi, Citra Kusuma
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

AbstrakPenelitian ini dilatarbelakangi oleh meningkatnya tren penggunaan skincare di Indonesia, khususnya produksunscreen. Skintific, brand skincare asal Kanada yang masuk ke Indonesia pada akhir 2021, menghadapipersaingan ketat dalam industri skincare. Strategi pemasaran digital melalui TikTok khususnya melalui customerreview dan celebrity endorsement, menjadi salah satu faktor kunci dalam memengaruhi purchase intention. Studiini menerapkan metode kuantitatif dengan pendekatan deskriptif dan kausal untuk menyelidiki dampak customerreview dan celebrity endorsement terhadap purchase intention produk Skintific di TikTok, serta peran trust sebagaivariabel moderasi. Pengumpulan data melalui teknik non-probability sampling dengan 398 responden dandianalisis menggunakan metode deskriptif serta Structural Equation Modeling-Partial Least Square (SEM-PLS)dengan SmartPLS versi 4.0. Hasil penelitian memperlihatkan bahwa customer review dan celebrity endorsementberdampak positif dan signifikan terhadap purchase intention, dengan kontribusi masing-masing sebesar 33% dan53%. Namun, trust tidak terbukti memoderasi hubungan tersebut. Penelitian ini memberikan rekomendasi bagiSkintific untuk meningkatkan strategi customer review melalui insentif dan pemilihan celebrity endorser yangrelevan. Untuk penelitian selanjutnya, disarankan mengeksplorasi variabel moderasi seperti brand awareness atauperceived quality, serta menambahkan variabel independen seperti product quality atau social media marketing.Analisis juga dapat diperluas ke platform lain seperti Instagram dan YouTube untuk memahami efektivitas strategipemasaran di berbagai media sosial. Kata Kunci: customer review, celebrity endorsement, purchase intention, trust, pemasaran TikTok, Skintific
Pengaruh Social Media Marketing Instagram Terhadap Purchase Intention Melalui Brand Awareness (Studi Pada Somethinc Di Kalangan Gen Z Kota Bandung) Ilhamsyah, Muhammad Rafly; Dewi, Citra Kusuma
eProceedings of Management Vol. 12 No. 3 (2025): Juni 2025
Publisher : eProceedings of Management

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Penelitian ini menganalisis pengaruh Social Media Marketing (SMM) di Instagram terhadap Purchase Intentiondengan Brand Awareness sebagai variabel mediasi pada produk kecantikan Somethinc di kalangan Generasi Z di KotaBandung. SMM digunakan untuk meningkatkan Brand Awareness yang berperan penting dalam mendorong PurchaseIntention. Metode kuantitatif diterapkan dengan kuesioner yang disebarkan kepada 400 responden Generasi Zpengguna Instagram di Bandung. Data dianalisis menggunakan Partial Least Square-Structural Equation Modeling(PLS-SEM).Hasil penelitian menunjukkan bahwa Social Media Marketing di Instagram secara signifikan meningkatkan BrandAwareness dan Purchase Intention. Selain itu, Brand Awareness memediasi hubungan antara Social Media Marketingdan Purchase Intention secara signifikan. Penelitian ini memberikan wawasan strategis bagi pemasar untukmemanfaatkan Instagram dalam meningkatkan Brand Awareness dan mendorong Purchase Intention, khususnya diindustri kecantikan. Kata Kunci: Social Media Marketing, Instagram, Brand Awareness, Purchase Intention, Generasi Z, Somethinc
THE EFFECT OF WORK-LIFE BALANCE AND FLEXIBLE WORKING ARRANGEMENT ON EMPLOYEE PERFORMANCE AND JOB SATISFACTION AT PT. KMK GLOBAL SPORTS Dewi, Citra Kusuma; Sunaryo, Dede; Galuh, Hendra
Management Studies and Business Journal (PRODUCTIVITY) Vol. 2 No. 4 (2025): Management Studies and Business Journal (PRODUCTIVITY)
Publisher : Penelitian dan Pengembangan Ilmu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62207/k2cgs294

Abstract

This study investigates the influence of work-life balance and flexible working arrangements on employee performance and job satisfaction, with a specific focus on female employees at PT KMK Global Sports. Utilizing a quantitative approach and structural equation modeling, the study explores how modern workplace policies affect key employee outcomes. The findings reveal that both work-life balance and flexible working arrangements have a direct and positive impact on employee performance and job satisfaction. Interestingly, job satisfaction does not mediate the relationship between these two variables and performance, suggesting that the benefits of supportive work policies may translate directly into improved productivity, independent of job satisfaction levels. These insights underscore the importance for organizations to prioritize flexible and balanced work environments as strategic tools to enhance workforce efficiency and well-being.
The Influence of Islamic Attributes and Destination Image on Intention to Engange in Muslim Friendly Travel: Mediating by Emotional Value and Moderated by Halal Awareness - a Conceptual Paper Rasyid, Rafika Isya; Dewi, Citra Kusuma; Widodo, Arry; Pradana, Mahir; Hasbi, Imanuddin
FITRAH: Jurnal Kajian Ilmu-ilmu Keislaman Vol 10, No 2 (2024): 11 Articles, Pages 167-394
Publisher : UIN Syekh Ali Hasan Ahmad Addary Padangsidimpuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24952/fitrah.v10i2.12167

Abstract

This research investigates the factors that will influence Muslim tourists' intentions to undertake Muslim-friendly tourism in Bali, amidst the dominant Hindu culture on the island. Specifically, this research examines the impact of Islamic attributes and destination image through tourists' emotional value on intention to engage, with halal awareness moderating this relationship. Methodologically, this quantitative research collected data from 230 Muslim tourists who had visited Bali more than once. Structural Equation Modeling (SEM) and Smart PLS software were used for data analysis. The findings reveal that Islamic attributes and destination image will significantly increase tourists' emotional value, which in turn will positively impact their intention to engage in Muslim-friendly tourism. Halal awareness moderates this relationship, highlighting its role in shaping tourists' perceptions and experiences. These results underscore the importance of developing and promoting Muslim-friendly amenities and services in non-Islamic destinations such as Bali, providing insights for tourism stakeholders to increase the competitiveness and attractiveness of these destinations for Muslim tourists globally. 
Pengaruh Green Brand Positioning Terhadap Green Repurchase Intention Melalui Attitude Toward Green Brand (Studi Pada The Body Shop Di Kota Bandung) : (Studi Pada The Body Shop Di Kota Bandung) Pambudi, Zidan Basyarahil Rais; Dewi, Citra Kusuma
eProceedings of Management Vol. 11 No. 4 (2024): Agustus 2024
Publisher : eProceedings of Management

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Environmental issues are now a concern in various industrial sectors, especially related to plastic waste. Thecosmetics and skincare industry is one of the biggest contributors. The Body Shop is one of the cosmetic andskincare brands that cares about environmental sustainability by creating environmentally friendly products. TheBody Shop is active in campaigning for environmental issues by producing environmentally friendly, natural-basedgoods. This study aims to determine the extent of the influence of green brand positioning on green repurchaseintention through attitudes towards green brands among The Body Shop consumers in Bandung City. This studyuses a quantitative method that includes various tests such as validity, reliability, and hypothesis testing. The samplewas selected using a non-probability sampling method with a purposive sampling strategy. The respondents of thisstudy were The Body Shop customers who live in Bandung City and have purchased The Body Shop products before,with a total of 108 samples. The results of the study showed that the Green Brand Positioning variable has apositive and significant influence on the Attitude Toward Green Brand variable. In addition, the Attitude TowardGreen Brand variable also has a positive and significant influence on the Green Repurchase Intention variable. TheGreen Brand Positioning variable was also proven to have a positive and significant influence on the GreenRepurchase Intention variable.Keywords-green marketing, green brand positioning, attitude toward green brand, green repurchase intention
Co-Authors Ade Multi Davista Sari Afriyani, Dessy Ahmad Ahid Mudayana Alrizki, Gilang Anisatul Farida Anita Silvianita Ardiansyah, Gifari Ardito Faiz Nur Firman Arif Surahman Arry Widodo Asha Amalia Atika Ansary Chairunnisa Mursalin Ayu, Dinda Bongso, Reky Wiryanto br Sinuraya, Despri Lolita Cahyani, Made Gita Dwi Carandy, Jeany Aurieal Liberty Darmadji, Reza Dea Asri Pujiasti Despri Lolita br Sinuraya Devi Fadlika Wulan Rahmadani Dewi, Nova Sari Dilansari, Vina Annisa Dinna Fatmy Pratiwi Dwi Hartanti Fadhila, Denissa Zalfa Fahira, Meylanda Mauludi fandy, Akhmad Faizal Al Farhan Azmi Febiyana, Christi Febrianto, Dendy Muhamad Fitriani Nur Utami Galuh, Hendra Ghafari, Reihan Setyo Gilang Alrizki Gusfi, Dhiya Athaya Herdiansyah Gustira Pramudia Suryono Herdiansyah Gustira Pramudia Suryono Ilhamsyah, Muhammad Rafly Imanuddin Hasbi Indah Kurnia Isnaassaro, Maulinadia Nur Jabir, Muh. Agung Kaban, Abdullah Rahman Karina Indah Rohmatun Kurniatul Juhri Kusuma, Oksa Wijaya Lesmana, Cep Sunandar Lestari, Ririn Ari Dwi Lestariningsih, Nuri Lia Octaria Pasaribu Lianto, Fazrian Mahir Pradana Maola, Innayatul Marheni Eka Saputri Mochamad Arief Rahman Ramadhian Muh. Agung Jabir Nasywa Aribah Neni Nadiroti Muslihah Neshya Putri Firnandi Nur Aminah Nurhasna, Febryan Nurhayati, Elis Nurul Azifah Osa Omar Sharif Pambudi, Zidan Basyarahil Rais Paramadwipa, Christano Damar Patricy, Aklin Nindya Prabowo, Afriyan Randhi Pramesti, Tiara Pujiasti, Dea Asri Putra, Afwin Purnama Putu Nina Madiawati R. Nurafni Rubiyanti Rahma Sri Handayani Raihan Muslim Fajri Said Rania Salsabila Rasyid, Rafika Isya Ratna Komala Retno Widyaningrum, Retno Rizky, Nabila Saajida, Alya Sadewa, Devanka Elang Saputera, Aditya Bayu Sari, Putri Amanda Septi Agus Pratiwi Shafa, Dhiya Silvia Tri Yuniar Sudiatna, Dwina Patricia Sugiono, Ovio Destiana Sunaryo, Dede Viera Andini Putri Wattimena, Michelle Evroline Wibowo, Lutfi Santiko Yassin, Roandika Pratama Yosa Fiandra