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PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION (STUDI KASUS LAYANAN AFTER SALES SERVICE ASTRA DAIHATSU CABANG SETIABUDI BANDUNG) Jabir, Muh. Agung; Dewi, Citra Kusuma
JURNAL ILMIAH EDUNOMIKA Vol. 8 No. 2 (2024): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v8i2.12486

Abstract

Along with the number of sales and research on consumers, Astra Daihatsu also compensates with innovation and quality improvement from before consumers buy products to after sales services. The primary objective of the company is to optimize customer satisfaction. This research endeavors to examine the extent of the impact of service quality on customer satisfaction within the after-sales service context at the Astra Daihatsu Setiabudi Bandung branch. The data for this research was gathered through the distribution of questionnaires, employing a quantitative data analysis approach within the framework of descriptive-causal research. Sampling was conducted using a non-probability sampling method, specifically employing the purposive sampling technique. There were 245 samples used and analysed with multiple linear regression. The research revealed that when considered collectively (simultaneously), service quality dimensions such as tangibles, reliability, responsiveness, assurance, and empathy exhibited a positive and substantial impact on customer satisfaction. However, when analyzed individually (partially), it was observed that only assurance and empathy demonstrated a significant influence, whereas tangibles, reliability, and responsiveness did not exhibit a significant effect on customer satisfaction. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy.
The Influence of Ease of Use and Service Quality on Loyalty in Traveloka Platform Darmadji, Reza; Dewi, Citra Kusuma
Journal of Applied Business, Taxation and Economics Research Vol. 5 No. 2 (2025): December 2025
Publisher : PT. EQUATOR SINAR AKADEMIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54408/jabter.v5i2.485

Abstract

This study aims to test the quality of service and smoothness of use on loyalty mediated by satisfaction and brand image in the context of Traveloka as one of Indonesia’s leading online travel agent (OTA) platforms. Despite growing attention to digital service experiences, limited research has integrated these four constructs within a comprehensive model. This study uses quantitative techniques by applying a survey to 400 Traveloka users who have made transactions in the past 6 months. Information will be analyzed from Structural Equation Modeling with Partial Least Squares techniques. The study resulted that the perception of smooth use and service quality contributed to satisfaction and brand image. Then satisfaction and brand image contributed to loyalty. This study confirms the partial mediation function of satisfaction and brand image on the relationship between each independent variable and its dependent variable. These findings indicate that digital usability and service performance indirectly shape customer loyalty through perception and emotional responses. Overall, the study contributes to the understanding of loyalty formation on OTA platforms and provides practical implications for improving interface design and service delivery strategies to strengthen consumer retention related to strict digital tourism.
Penerapan Algoritma Apriori pada Sistem Manajemen Persediaan (Studi Kasus Toko Berkah Batam) Kusuma Dewi, Citra; Hartanti, Dwi; Farida, Anisatul
Adopsi Teknologi dan Sistem Informasi (ATASI) Vol. 4 No. 2 (2025): Adopsi Teknologi dan Sistem Informasi (ATASI)
Publisher : Mulawarman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30872/atasi.v4i2.3212

Abstract

Teknologi informasi memegang peran penting dalam meningkatkan efektifitas pengelolaan persediaan barang di era digital. Penelitian ini bertujuan untuk mengembangkan sistem manajemen persediaan berbasis web yang terintegrasi dengan algoritma apriori untuk menganalisis pola pembelian pelanggan dan menghasilkan rekomendasi stok barang. Metode penelitian yang digunakan mencakup pengumpulan data transaksi penjualan pada Toko Berkah Batam, tahap preprocessing data, penerapan algoritma apriori dengan nilai minimum support 20% dan confidence 60% serta pengujian sistem melalui metode black box testing. Hasil penelitian menujukkan bahwa sistem berhasil mengidentifikasi frequent itemsets secara akurat dan memberikan rekomendasi stok yang relevan , sehingga mempermudah pengambilan keputusan pengadaan barang.
AnalisisPengaruh Harga Dan Desain Produk Terhadap Keputusan Pembelian Konsumen Pada Produk Goto Living Di Platform E-Commerce Paramadwipa, Christano Damar; Dewi, Citra Kusuma
eProceedings of Management Vol. 12 No. 6 (2025): Desember 2025
Publisher : eProceedings of Management

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

Abstract

Persaingan yang semakin ketat di pasar elektronik rumah tangga dan pentingnya memahami berbagai faktor yangdapat mempengaruhi perilaku konsumen, dalam pengambilan keputusan pembelian online menjadi latar belakangstudi ini, yang memiliki tujuan menganalisis pengaruh harga dan desain produk terhadap keputusan pembeliankonsumen pada produk Goto Living di platform e-commerce. Penelitian menggunakan pendekatan secarakuantitatif dengan menggunakan analisis regresi linier berganda, melibatkan 100 konsumen Goto Living sebagairesponden, dengan data dianalisis menggunakan perangkat lunak SPSS. Penelitian menunjukkan hasil bahwavariabel harga dan desain produk tidak berpengaruh signifikan terhadap keputusan pembelian, menyarankanbahwa dua variabel ini berfungsi sebagai faktor higiene sebagai pendorong primer dalam proses pengambilankeputusan oleh konsumen.Kata Kunci: Desain Produk, E-Commerce, Goto Living, Harga, Keputusan Pembelian
Role of Brand Image and Price Importance as Moderator on Online Customer Review and Hotel Booking Intention Rania Salsabila; Citra Kusuma Dewi; Putu Nina Madiawati
Binus Business Review Vol. 16 No. 1 (2025): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v16i1.11873

Abstract

The increasing ease of Internet access has led to the widespread use of Online Travel Agents (OTAs), especially in the tourism industry. OTAs simplify hotel booking and increase consumer interest. A key factor influencing hotel booking intention is Online Customer Reviews (OCRs), which can be positive or negative and provide essential information to potential buyers. Despite the critical role of OCRs, limited research has been conducted on how brand image and price importance moderate the effect of reviews on hotel booking intentions, particularly in Indonesia. The research aimed to examine the impact of OCRs on hotel booking intention, with a focus on brand image and price importance as moderating factors on Indonesia’s largest OTA platform, Traveloka. Data were collected from 500 valid respondents and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) to assess the influence of reviews, brand image, and price importance on booking intentions. The results demonstrate that positive OCRs significantly enhance booking intentions. Additionally, brand image and price importance play a crucial moderating role in strengthening the influence of reviews on consumer decisions. These findings highlight hotel managers’ importance in maintaining a positive online presence and leveraging their brand image and pricing strategies to maximize booking intentions. The research contributes to the theoretical understanding of OTA-mediated consumer behavior and offers practical insights for optimizing digital marketing strategies within the Indonesian tourism sector.
Factors (Benefits, Trust, Self-Efficacy, Ease of Use, Security) Affecting Consumer's Perception on E-Money in Indonesia Dinna Fatmy Pratiwi; Citra Kusuma Dewi
Jurnal Sekretaris dan Administrasi Bisnis Vol 2 No 2 (2018): Jurnal Sekretaris dan Administrasi Bisnis
Publisher : LPPM Universitas Taruna Bakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31104/jsab.v2i2.60

Abstract

This research based on the developments of technology on payment system which replaced the use of cash as a medium of exchange into the non-cash system. The use of e-money as a non-cash system was made to actualize less cash society by the increase of the use of instrument and non-cash channel. However, the government had made a rule by required various costs to use e-money. As the used of e-money seemed forced by a rule, therefore, costumers might have a bad perception toward it. Hence, this research made to know the factors that affected costumers' perception toward e-money in Indonesia. The method used in this research was quantitative method with type of descriptive and causal research. The variables used in this research are benefits (X1), trust (X2), self-efficacy (X3), ease of use (X4), security (X5), and consumers' perception (Y). The samples are 400 respondents and using the technique of non-probability sampling which covered purposive sampling and snowball sampling. The data analysis was using multiple linear regressions. The research showed that the factor of self-efficacy and security in partial didn't significantly affect the consumers' perception toward e-money in Indonesia, while the factors that significantly affected partially are factors of benefits, ease of use, and trust. However, simultaneously, all factors of Benefits (X1), Trust (X2), Self-efficacy (X3), Ease of Use (X4), and Security (X5) significantly affected consumers' perception (Y) toward e-money in Indonesia.
Pengaruh Satisfaction terhadap Advocacy Merek Lokal dengan Loyalty sebagai Mediator (Studi pada the Executive) Atika Ansary Chairunnisa Mursalin; Citra Kusuma Dewi
Jurnal Sekretaris dan Administrasi Bisnis Vol 2 No 1 (2018): Jurnal Sekretaris dan Administrasi Bisnis
Publisher : LPPM Universitas Taruna Bakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31104/jsab.v2i1.23

Abstract

Tujuan penelitian ini adalah untuk mengetahui pengaruh Satisfaction terhadap Advocacy pada merek lokal dengan Loyalty sebagai mediator (Studi pada The Executive). Penelitian ini merupakan penelitian kuantitatif dengan analisis data deskriptif dan kausal, responden yang diteliti dalam penelitian ini berjumlah 100 konsumen yang pernah membeli produk The Executive. Data yang terkumpul dari 19 item pernyataan kuesioner kemudian diolah menggunakan IBM SPSS 24 dengan teknik analisis jalur. Hasil penelitian ini menunjukan bahwa satisfaction berada pada posisi angka 74,71% dengan kategori baik, loyalty berada pada posisi angka 69,67% dengan kategori baik, advocacy berada pada posisi angka 72,35% dengan kategori baik, satisfaction berpengaruh signifikan terhadap loyalty sebesar 60,68%, loyalty berpengaruh signifikan terhadap advocacy sebesar 21,43%, satisfaction berpengaruh signifikan terhadap advocacy sebesar 13,76%, dan satisfaction berpengaruh terhadap advocacy melalui loyalty sebesar 36,10%. Keywords: Satisfaction, Loyalty, Advocacy, Fashion
Pengaruh Customer Satisfaction, Calculative Commitment, dan Corporate Image terhadap Attitudinal Loyalty dan Behavioral Loyalty Pada Program Pasti Prima Pertamina (Studi Pada SPBU Pasti Prima Wilayah Jakarta) Rahma Sri Handayani; Citra Kusuma Dewi
Jurnal Sekretaris dan Administrasi Bisnis Vol 4 No 1 (2020): Jurnal Sekretaris dan Administrasi Bisnis
Publisher : LPPM Universitas Taruna Bakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31104/jsab.v4i1.155

Abstract

This research is motivated by a previous observation result which show that customer satisfaction in using Pertamina's gas station services has been stagnant for the past several years. From these results, Pertamina created the latest gas station program namely "Pasti Prima" which is a concept with the aim of increasing customer’s satisfaction in using Pertamina's services and products. This study aims to determine the impact of Customer Satisfaction, Calculative Commitment, Corporate Image on Behavioral Loyalty through Attitudinal Loyalty as a Stepwise variable model. This research uses quantitative methods and uses descriptive and causal research types. We collect the data using questionnaires that we have distributed at certain SPBU Pasti Prima gas stations in Jakarta. We took the sample data using non-probability sampling method with incidental sampling type to 100 respondents. Then Descriptive Analysis and Partial Least Square (PLS) analysis are used as data analysis techniques. Before conducting PLS analysis, the data was transformed using the Statistical Interval Method (MSI) to convert ordinal data into intervals data. The results of this study indicate that Customer Satisfaction has a positive and significant impact on Attitudinal Loyalty, Calculative Commitment does not have a positive and significant impact on Attitudinal Loyalty, Corporate Image has a positive and significant impact on Attitudinal Loyalty, and Attitudinal Loyalty has a positive and significant impact on Behavioral Loyalty.
Pengaruh Endorser Credibility terhadap Brand Equity 'Shopee For Men' dengan Self-Brand Connection sebagai Mediator Ade Multi Davista Sari; Citra Kusuma Dewi
Jurnal Sekretaris dan Administrasi Bisnis Vol 3 No 2 (2019): Jurnal Sekretaris dan Administrasi Bisnis
Publisher : LPPM Universitas Taruna Bakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31104/jsab.v3i2.123

Abstract

Shopee is one of the markets that provide online trading platforms in Indonesia. Shopee is known by consumers as a brand associated with brands only for women. Though Shopee is a neutral market and is aimed at all circles. Brand equity. This will have an impact on consumer preferences including male consumers of the Shopee brand. Shopee has a strategy by launching the 'Shopee for Men' program and using Bambang Pamungkas and Vincent Rompies as supporters to change consumer perceptions that Shopee is a market for all people and forms Shopee brand equity. The factor that can shape the equity band is the credibility of endorsers and their own brand connections. Therefore the purpose of this study was to determine the effect of endorser credibility on brand equity with self-brand connection as a mediator. This study uses a quantitative method with a type of descriptive causal research. The sampling technique in this study was purposive sampling which is a part of non probability. Respondents from this study were 100 consumers with male sex living on the island of Java. This study uses SEM-PLS data analysis techniques. The results of this study are endorser credibility, brand equity and self-brand connections in "Shopee for Men" in the high category. There is a positive influence between credibility of endorsers and brand equity and self-brand connections have an indirect influence or as a mediator between credibility of endorsers and brand equity. Keywords: Endorser Credibility, Brand Equity, Self-Brand Connection, Shopee, Indonesia
TRANSFORMASI ORGANISASI MELALUI PROGRAM INOVATIF DENGAN PENDEKATAN DESIGN THINKING BAGI TENAGA PENGAJAR DAN STAF PENDUKUNG OUR DREAM INDONESIA BANDUNG Citra Kusuma Dewi; Fitriani Nur Utami; Herdiansyah Gustira Pramudia Suryono
The Proceeding of Community Service and Engagement (COSECANT) Seminar Vol. 4 No. 1 (2024): The Proceeding of Community Service and Engagement (COSECANT) Seminar
Publisher : Telkom University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/cosecant.v6i1.7788

Abstract

Pendidikan merupakan salah satu hak mendasar bagi setiap individu. Begitu juga dengan anak berkebutuhan khusus (ABK) yaitu mereka yang memiliki keterbatasan seperti fisik, psikis atau intelektual. Our Dream Indonesia (ODI)  didirikan pada tahun 2003 sebagai lembaga pendidikan yang berpusat pada Pusat Terapi Tumbuh Kembang Anak dan Remaja Berkebutuhan Khusus. Konsep ODI dalam proses pembelajarannya adalah Functional, Integrated, dan Teamwork. Sebagai satu-satunya lembaga pendidikan yang menyediakan layanan serta pembelajaran bagi anak berkebutuhan khusus dengan kategori kebutuhan khusus dan usia anak didik yang sangat variatif, ODI dituntut untuk memberikan layanan yang terbaik sekaligus mengembangkan organisasinya. Namun demikian, dengan keterbatasan sumber daya (manusia dan dana) 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 ODI sebagai organisasi di masa depan. Solusi bagi  ODI  salah satunya adalah berupa pelatihan dengan pendekatan design thinking dengan judul  “Transformasi Organisasi Melalui Program Inovatif dengan Pendekatan Design Thinking bagi Tenaga Pengajar dan Staf Pendukung Our Dream Indonesia Bandung”. Pelatihan ini menggunakan pendekatan design thinking yaitu metodologi yang mengilhami seluruh rangkaian kegiatan inovasi dengan etos desain yang berpusat pada manusia. Pendekatan design thinking yang digunakan dalam kegiatan workshop kali ini mengacu pada model double diamond dari Design Council. Tahapan pelatihan dengan pendekatan design thinking ini meliputi tahapan Discover, Define, Ideate dan Prototype.  Kegiatan dilakukan pada bulan Juni 2024 dengan melibatkan para tenaga pengajar dan staf pendukung ODI.
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