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PARTISIPASI PELANGGAN, ANTESEDEN DAN PENGARUHNYA TERHADAP KUALITAS JASA: PERSPEKTIF SERVICE-DOMINANT LOGIC Laksmidewi, Dwinita
Jurnal Manajemen Vol 11, No 2 (2014): Jurnal Manajemen
Publisher : Jurnal Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (304.578 KB)

This paper studies customers as active participants in service encounter. Based on Service-Dominant Logic perspective, this paper discusses previous research related to antecedents of customer participation, and its effect on service quality. The author reveals that there is an inconsistency in previous research, the customer participation has a positive effect or otherwise negatively affect the perceived service quality. The author proposes some proposition that perceived service risk, customer readiness, and perceived control are antecedents of customer participation. Further, the author proposes that the effect of value creation on service quality is moderated by customer culture and organizational culture.Â Keywords: Customer Participation, Service-Dominant Logic, and Service Encounter

PENGARUH CUSTOMER EXPERIENCES TERHADAP REVISIT INTENTION DENGAN MEDIASI LEARNING IN MUSEUM DAN VISITOR SATISFACTION DI MUSEUM WAYANG Dewi, Intan Audrey Indira; Laksmidewi, Dwinita
Jurnal Manajemen Vol 12, No 2 (2015): Jurnal Manajemen
Publisher : Jurnal Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (370.274 KB)

Revitalization of the museum in various cities in Indonesia by the government, including in Jakarta, aims to increase visits. To support this objective, museum needs to do the proper marketing strategies, one through experiential marketing approach.This study aims to reveal the effect of the customer experience on revisit intention with learning in museum and visitor satisfaction as mediation, from the perspective of museum visitors. This research was conducted at Museum Wayang, Jakarta. The result showed that customer experience in termsof five dimensions namely, sense, feel, think, act, and relate have positive effect on revisit intention through learning in museum and visitor satisfaction as mediating variables.Keywords: museum, experiential marketing, learning in museum, visitor satisfaction, revisit intention

PARTISIPASI PELANGGAN, ANTESEDEN DAN PENGARUHNYA TERHADAP KUALITAS JASA: PERSPEKTIF SERVICE-DOMINANT LOGIC Laksmidewi, Dwinita
Jurnal Manajemen Vol 11 No 2 (2014): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (304.578 KB)

This paper studies customers as active participants in service encounter. Based on Service-Dominant Logic perspective, this paper discusses previous research related to antecedents of customer participation, and its effect on service quality. The author reveals that there is an inconsistency in previous research, the customer participation has a positive effect or otherwise negatively affect the perceived service quality. The author proposes some proposition that perceived service risk, customer readiness, and perceived control are antecedents of customer participation. Further, the author proposes that the effect of value creation on service quality is moderated by customer culture and organizational culture.

STUDI TENTANG EFEK GREEN ADVERTISING PADA INTENSI MEMBELI DENGAN PERILAKU PEDULI LINGKUNGAN SEBAGAI MODERASI Laksmidewi, Dwinita
Jurnal Manajemen Vol 20, No 1 (2016): February 2016
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Studi ini bertujuan meneliti apakah iklan bertema lingkungan (green advertising) memiliki efek yang positif terhadap perilaku konsumen. Penelitian menggunakan metode eksperimen yang terdiri dari 2 studi. Hasil studi 1 memperlihatkan bahwa green advertising berpengaruh positif terhadap intensi membeli, melalui mediasi brand attitude dan sikap terhadap iklan. Perilaku peduli lingkungan memiliki peran moderasi, green advertising dapat berpengaruh langsung terhadap intensi membeli pada konsumen yang memiliki perilaku peduli lingkungan yang sangat tinggi. Studi 2 menunjukkan bahwa apabila konsumen diberikan pengetahuan tentang isu lingkungan, maka green advertising akan berpengaruh positif terhadap brand attitude, yang kemudian berpengaruh terhadap intensi membeli.This study aims to examine whether green advertising has positive effect on consumer behavior. The study uses an experimental method that consists of two studies. Study 1 results show that green advertising have positive effect on purchase intention, through the mediation of brand attitude and attitude toward advertising. Green behavior has a moderation role; green advertising has direct effect on purchase intention when consumers have a high green behavior. Study 2 shows that brand attitude will be higher when consumers have highenvironmental knowledge, and then should have a positive effect on purchase intention as the result.

The Effect of Anthropomorphic Appeal on Consumer Protective Behavior in Service Facilities Laksmidewi, Dwinita
Jurnal Manajemen Vol 25, No 3 (2021): October 2021
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v25i3.763

Implementing health protocols, wearing masks, and maintaining physical distance in the service facilities are necessary during this Covid-19 pandemic. So, we need a health appeal message in the service industry to discipline consumer behavior. This study examines the effects of anthropomorphic persuasive appeal on consumer protective behavior. This study consists of two studies and used an experimental method. The results showed that the anthropomorphic persuasive message made consumers feel more fear, understand the message more easily, and perceive that the object had more power. The effect of messages on protective behavior is significantly mediated by fear. Meanwhile, ease of understanding and power are not significant mediations. Study 2 which focuses on the application in service facilities also shows that anthropomorphic appeal can influence protective behavior. These results indicate that the emotional aspect, in this case, the fear of consumers, has more influence on protective behavior.

The Influence of Social Media Influencer Endorsement on Purchase Intention With The Mediating Roles of Parasocial Interaction and Possession Envy Mathea, Nessa; Laksmidewi, Dwinita
International Journal of Applied Business and International Management Vol 9, No 2 (2024): August 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v9i2.2732

This study investigates the impact of social media influencer endorsements on purchase intention while examining the mediating roles of parasocial interaction, possession envy, brand credibility, and brand attractiveness. Social media influencer endorsements have become a prominent marketing strategy for influencing consumer buying decisions, yet there is limited research on the intermediary factors involved. The research employs surveys targeting social media users experienced in influencer endorsements who regularly purchase influencer-recommended products or services. The sample includes diverse respondents across age groups and demographics. Structural Equation Modelling - Partial Least Squares (SEM-PLS) with SmartPLS software is utilized for data analysis. Findings reveal that social media influencer endorsements significantly enhance purchase intention. Parasocial interaction is identified as a mediator in the relationship between influencer endorsements and purchase intention. However, possession envy does not serve as a mediator for social media interactions' influence on purchase intention. In essence, perceived interactions with influencers and feelings of possession envy play pivotal roles in explaining the link between influencer endorsements and purchase intention. Additionally, brand attractiveness and brand credibility act as intermediaries in the impact of social media interactions on purchase intention. This study contributes valuable insights into the dynamics of influencer marketing and its effects on consumer behavior.Keywords: social media influencer endorsements, purchase intention, parasocial interaction, possession envy, brand credibility.

The Influence of Intrinsic and Extrinsic Factors on the Purchase Intention of Green Skin Care Products Mediated by Consumer Belief SUREJA, Olivia; LAKSMIDEWI, Dwinita
International Journal of Environmental, Sustainability, and Social Science Vol. 5 No. 4 (2024): International Journal of Environmental, Sustainability, and Social Science (Jul
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/ijesss.v5i4.1104

The aim of this research is to analyse the direct influence of intrinsic and extrinsic cues on purchase intention among consumers who use both conventional and green skin care products. Additionally, the research will examine the indirect influence of these cues on purchase intention through consumer beliefs as a mediating variable. This study involved distributing questionnaires to 125 respondents from Generation Y and Generation Z who have lived on the island of Java for the past year and have used skin care and green skin care products. The sampling method used was non-probability sampling with a purposive sampling technique. Data analysis was conducted using the Structural Equation Model (SEM) analysis tool with SmartPLS 4. The results of this research indicate that intrinsic and extrinsic cues significantly influence consumer beliefs. Furthermore, intrinsic cues, extrinsic cues, and consumer beliefs all have a significant effect on purchase intention. The study also confirms that consumer beliefs effectively mediate the influence of intrinsic and extrinsic cues on purchase intention. Keywords : Intrinsic Cues, Extrinsic Cues, Customer Belief, Green Product

Pengaruh Persepsi Risiko terhadap Intensi Menggunakan E-wallet di Jabodetabek dengan Mediasi Persepsi Kegunaan dan Persepsi Kemudahan Penggunaan Laksmidewi, Dwinita; Kumara, Kairos
Journal of Business Studies and Management Review Vol. 8 No. 1 (2024): JBSMR, Vol 8 No.1 December 2024
Publisher : Management Department, Faculty of Economics and Business, Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jbsmr.v8i1.38259

This study aims to determine the influence of Perceived Risk, Perceived Usefulness and Perceived Ease of Use on Intention to use and to see the role of Perceived Usefulness and Perceived Ease of Use as Mediating variables. The researcher used purposive sampling to 125 e-wallet user respondents. This study used the Partial Least Square Structural Equation Model (PLS-SEM). The Perceived Risk variable was analyzed using outer loading first order to determine the role of its dimensions consisting of Privacy risk, financial risk, Time risk, psychological risk, and security risk. The results of the study showed that Perceived Risk had a significant negative effect on Perceived Usefulness and Perceived Ease of Use. The study also showed that the Perceived Usefulness and Perceived Ease of Use variables had a positive and significant effect on intention to use E-wallet. Furthermore, Perceived Usefulness and Perceived Ease of Use significantly mediated the influence of perceived risk on intention to use e-wallet.

The Role of Customer Satisfaction in Improving Pharmacy Performance" Johnson; Laksmidewi, Dwinita
Jurnal Manajemen Vol. 21 No. 2 (2024): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/jm.v21i2.6052

This study aims to analyze the influence of pharmacist attitude, medication supply, pharmacy location, and price fairness on customer satisfaction and its impact on pharmacy performance in independent pharmacies. In conducting testing of these variables, the researcher distributed questionnaires to 345 respondents who had visited, consulted with pharmacists or pharmacy staff, and purchased medication at the pharmacy, using a Modified Likert scale. The sample was collected using a purposive sampling method. Data analysis was conducted using the Structural Equation Model (SEM) Smart PLS. The results of the study indicate that pharmacist attitude, medication supply, pharmacy location, and price fairness have a significant direct impact on pharmacy performance. Furthermore, pharmacist attitude, medication supply, pharmacy location, and price fairness have a significant direct impact on customer satisfaction. Customer satisfaction has a significant direct impact on pharmacy performance. Customer satisfaction also mediates the effect of pharmacist attitude, medication supply, pharmacy location, and price fairness on pharmacy performance.

The Role of Customer Satisfaction in Improving Pharmacy Performance" Johnson; Laksmidewi, Dwinita
Jurnal Manajemen Vol. 21 No. 2 (2024): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/jm.v21i2.6052

This study aims to analyze the influence of pharmacist attitude, medication supply, pharmacy location, and price fairness on customer satisfaction and its impact on pharmacy performance in independent pharmacies. In conducting testing of these variables, the researcher distributed questionnaires to 345 respondents who had visited, consulted with pharmacists or pharmacy staff, and purchased medication at the pharmacy, using a Modified Likert scale. The sample was collected using a purposive sampling method. Data analysis was conducted using the Structural Equation Model (SEM) Smart PLS. The results of the study indicate that pharmacist attitude, medication supply, pharmacy location, and price fairness have a significant direct impact on pharmacy performance. Furthermore, pharmacist attitude, medication supply, pharmacy location, and price fairness have a significant direct impact on customer satisfaction. Customer satisfaction has a significant direct impact on pharmacy performance. Customer satisfaction also mediates the effect of pharmacist attitude, medication supply, pharmacy location, and price fairness on pharmacy performance.

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