Articles
<![CDATA[E-Service Quality and Customer Experience Impact on GoJek GoRide Customer Satisfaction in Bandar Lampung ]]>
<![CDATA[Mutia Amalia]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>
<![CDATA[ ePaper Bisnis : International Journal of Entrepreneurship and Management Vol. 2 No. 2 (2025): ePaper Bisnis : International Journal of Entrepreneurship and Management ]]>
Publisher : <![CDATA[Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia ]]>
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DOI: 10.61132/epaperbisnis.v2i2.359
<![CDATA[This research investigates how e-service quality and customer experience influence customer satisfaction among GoRide users in Bandar Lampung. The study is motivated by the growing reliance on online transportation services in Indonesia and the crucial role of customer satisfaction in fostering user loyalty. Employing a quantitative method with a survey design, data were gathered through questionnaires from 125 purposively selected respondents. The data were analyzed using multiple linear regression via SPSS. Findings indicate that both e-service quality and customer experience positively and significantly affect customer satisfaction, both individually and collectively. Key elements such as the app’s efficiency, security, and reliability, along with user experience factors like accessibility, promise fulfillment, and personalized service, are shown to be major contributors to the satisfaction of GoRide users in the area.]]>
<![CDATA[The Influence of Electronic Word of Mouth (eWOM) on TikTok on Purchase Intention of Azarine Serum Beauty Products at Wahana Kosmetika Indonesia ]]>
<![CDATA[Nabila Dafiya Azhar]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>;
<![CDATA[Mudji Rachmat Ramelan]]>
<![CDATA[ Harmony Management: International Journal of Management Science and Business Vol. 2 No. 2 (2025): International Journal of Management Science and Business ]]>
Publisher : <![CDATA[International Forum of Researchers and Lecturers ]]>
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DOI: 10.70062/harmonymanagement.v2i2.257
<![CDATA[In the current digital era, consumer perceptions and decisions can be influenced by social media, one of which is TikTok, in the dissemination of information through Electronic Word of Mouth (eWOM) which can influence consumer behavior. This study aims to analyze eWOM on TikTok towards the purchase intention of Azarine serum products using the Information Adoption Model (IAM) approach. This model examines how information quality, information quantity, and information credibility affect the usefulness of information which then has an impact on information adoption and purchase intention. This study was conducted with a quantitative approach, where data was collected by distributing questionnaires to respondents who were TikTok users and had been exposed to Azarine serum content. Data analysis used Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with the help of SmartPLS software. The results showed that information quality did not have a positive and significant effect on the usefulness of information, while information quantity and information credibility had a positive and significant effect on the usefulness of information. Furthermore, the usefulness of information had a positive and significant effect on information adoption and information adoption had a positive and significant effect on purchase intention. These findings emphasize the importance of information characteristics in shaping consumer decisions and can be a reference for companies in designing more effective digital communication strategies on social media.]]>
<![CDATA[The Intention to Use Signal Application for Paying Motor Vehicle Taxes ]]>
<![CDATA[Suci, Nanda Destyana]]>;
<![CDATA[Bangsawan, Satria]]>;
<![CDATA[Pandjaitan, Dorothy Rouly H.]]>
<![CDATA[ Amkop Management Accounting Review (AMAR) Vol. 5 No. 1 (2025): January - June ]]>
Publisher : <![CDATA[Sekolah Tinggi Ilmu Ekonomi Amkop Makassar ]]>
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DOI: 10.37531/amar.v5i1.2815
<![CDATA[In this digital age, governments are increasingly embracing online payment of car taxes and other public services made possible by advances in information technology. A digital software called SIGNAL was created to make it easier to validate car registrations and tax payments online. The lower utilization rate compared to traditional services at Samsat offices indicates that its implementation is still unsatisfactory, especially in Lampung Province. The purpose of this research is to use an expanded Technology Acceptance Model (TAM) to determine what variables impact taxpayers' intent to utilize the SIGNAL application. Perceived safety, trust, and subjective standards are some of the extraneous factors included in the model. Data was collected from 120 participants chosen at random using a survey approach. Partial Least Squares (PLS) analysis using SmartPLS software was used to examine the data. Findings show that the desire to use the SIGNAL app is heavily impacted by subjective norms, perceived security, perceived trust, perceived simplicity of use, and perceived utility. The public sector may improve its plans for adopting digital services by using the insights provided by these studies.]]>
<![CDATA[The Influence Of Brand Image And Brand Equity On Customer Satisfaction Of Wardah Cosmetic Products In Bandar Lampung City ]]>
<![CDATA[Triana Rospita Andharilla]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>
<![CDATA[ International Journal of Economics, Business and Innovation Research Vol. 4 No. 06 (2025): October- November, International Journal of Economics, Business and Innovation ]]>
Publisher : <![CDATA[Cita konsultindo ]]>
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DOI: 10.63922/ijebir.v4i06.2367
<![CDATA[This study aims to examine the influence of brand image and brand equity on customer satisfaction of Wardah cosmetic products in Bandar Lampung City. The research employed a quantitative approach using a survey method, with data collected through questionnaires distributed to 110 respondents. Data analysis was conducted using multiple linear regression and partial tests (t-test) to test the proposed hypotheses. The results indicate that the first hypothesis (H1) is supported, meaning that brand image has a positive and significant effect on customer satisfaction. This suggests that the better Wardah’s brand image is perceived by consumers, the higher their satisfaction level will be. Furthermore, the second hypothesis (H2) is also supported, meaning that brand equity has a positive and significant effect on customer satisfaction. In other words, Wardah’s brand equity such as customer loyalty, brand awareness, and perceived quality contributes to strengthening customer satisfaction. The questionnaire results highlight that the corporate image indicator within the brand image variable requires more attention, as it obtained the lowest average score. Within the brand equity variable, brand loyalty also needs to be improved to enhance customer satisfaction. Improvements in these indicators are expected to significantly increase customer satisfaction and strengthen Wardah’s position in the domestic cosmetics market.]]>
<![CDATA[The Infleunce of Customer Experience, Customer Satisfaction & Customer Loyalty Towards Brand Power (Study on Go-Ride Service by Gojek in Bandar Lampung) ]]>
<![CDATA[Syauqi, Muhammad Ryan]]>;
<![CDATA[Pandjaitan, Dorothy Rouly Haratua]]>;
<![CDATA[Nabila, Nuzul Inas]]>
<![CDATA[ International Journal of Asian Business and Management Vol. 2 No. 5 (2023): October, 2023 ]]>
Publisher : <![CDATA[PT FORMOSA CENDEKIA GLOBAL ]]>
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DOI: 10.55927/ijabm.v2i5.6371
<![CDATA[Amid intensifying competition within the ride-hailing sector, characterized by increased tightness and difficulty, maintaining a long-term competitive edge becomes crucial for a company's survival. Numerous scholars and industry professionals advocate that achieving competitive advantage as a firm entails prioritizing customer-centric strategies aimed at surpassing competitors through superior and expedited fulfillment of client wants. This study examines the impact of customer experience, customer satisfaction, and loyalty on the brand power of the Go-Ride service provided by Gojek. The study questionnaire was administered to a sample population consisting of 177 clients of Gojek, from whose data was collected. This inquiry pertains to using questionnaires as a means of data gathering, specifically focusing on those procedures that have undergone rigorous testing to establish their validity and reliability. The study's findings indicate that customer experience shapes customer satisfaction. Moreover, customer satisfaction has a favorable impact on brand power. Additionally, customer satisfaction influences customer loyalty, affecting brand power. However, the statistical findings did not provide evidence to support the notion that customer experience has a beneficial impact on brand power and customer loyalty]]>
<![CDATA[The Influence of Price Discounts and Online Customer Reviews on Purchasing Decisions in Online Food Delivery Services in Bandar Lampung ]]>
<![CDATA[Dimaz Satritama Alwan]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>;
<![CDATA[Nuzul Inas Nabila]]>
<![CDATA[ International Journal of Economics, Business and Innovation Research Vol. 5 No. 01 (2026): December - January, International Journal of Economics, Business and Innovatio ]]>
Publisher : <![CDATA[Cita konsultindo ]]>
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DOI: 10.63922/ijebir.v5i01.2660
<![CDATA[The growth of Online Food Delivery (OFD) services in Indonesia, including Gofood, has driven competition, necessitating effective marketing strategies such as price discounts and online customer reviews. This study nalyses the influence of these two variables on food product purchasing decisions through Gofood in Bandar Lampung. The method used is a quantitative approach with a survey of 100 respondents using purposive sampling, as well as multiple linear regression analysis. The results show that price discounts and online customer reviews have a positive and significant effect on purchasing decisions (p-value 0.000 < 0.05). These findings confirm that price discounts and customer reviews are important factors that encourage consumers to make purchases through Gofood in Bandar Lampung.]]>
<![CDATA[The Effect Of Brand Image And Electronic Word Of Mouth (E-Wom) On Purchase Decisions For Labore Products In Bandar Lampung ]]>
<![CDATA[Stefany Crisnia Gunawan]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>;
<![CDATA[Nuzul Inas Nabila]]>
<![CDATA[ International Journal of Economics, Business and Innovation Research Vol. 5 No. 01 (2026): December - January, International Journal of Economics, Business and Innovatio ]]>
Publisher : <![CDATA[Cita konsultindo ]]>
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DOI: 10.63922/ijebir.v5i01.799
<![CDATA[This research is motivated by the growing beauty industry in Indonesia and the increasing public awareness of the importance of skin health and care. This study aims to analyze the influence of brand image and electronic word-of-mouth on purchasing decisions for Labore products in Bandar Lampung. This research uses a quantitative approach with a non-probability sampling technique, specifically purposive sampling. Data was collected by distributing questionnaires to 200 social media users who had previously purchased or used Labore products. Data analysis was performed using multiple linear regression with the assistance of SPSS software version 27. The research results indicate that both brand image and electronic word-of-mouth have a positive and significant influence on the purchase decision for Labore products in Bandar Lampung. This proves that the stronger the brand image and the more positive the consumer reviews on social media, the higher the consumer's decision to purchase the product. This research has implications for companies to strengthen their brand communication strategies and optimize E-WOM in increasing consumer purchasing decisions in the local skincare market.]]>
<![CDATA[The Influence Of Brand Experience On Brand Loyalty In The Tiktok Shop Mobile Application With Brand Trust As a Mediating Variable ]]>
<![CDATA[Gaka Awangga]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>
<![CDATA[ International Journal of Economics, Business and Innovation Research Vol. 5 No. 02 (2026): February - March, International Journal of Economics, Business and Innovation ]]>
Publisher : <![CDATA[Cita konsultindo ]]>
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DOI: 10.63922/ijebir.v5i02.2938
<![CDATA[This study is motivated by the increasing competition in the social commerce industry and the shift in consumer behavior that emphasizes experiential aspects in online shopping. TikTok Shop, as one of the rapidly growing social media–based e commerce platforms in Indonesia, faces challenges in maintaining user trust and loyalty amid intense market competition. The purpose of this study is to examine the effect of Brand experience on Brand loyalty with Brand trust as a mediating variable. This research employs a quantitative approach using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) analysis technique with SmartPLS 4.0 software. Data were collected from 202 active TikTok Shop users selected through a purposive sampling technique. The results indicate that Brand experience has a positive and significant effect on both Brand trust and Brand loyalty. Brand trust also has a positive and significant effect on Brand loyalty and partially mediates the relationship between Brand experience and Brand loyalty. These findings demonstrate that positive experiences perceived by TikTok Shop users can enhance their trust in the platform, ultimately strengthening their loyalty. Therefore, TikTok Shop is advised to continuously improve the quality of user experience through sensory, affective, intellectual, and behavioral aspects to reinforce trust and build long-term customer loyalty.]]>
<![CDATA[The Influence Of Influencer Credibility On Purchase Intention With Brand Trust As a Mediating Variable (Study on Somethinc Calm Down Moisturizer Cosmetic Products Labeled "Tasya Farasya Approved" in Bandar Lampung) ]]>
<![CDATA[Elsa Dea Damayanti]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>;
<![CDATA[Nuzul Inas Nabila]]>
<![CDATA[ International Journal of Economics, Business and Innovation Research Vol. 5 No. 02 (2026): February - March, International Journal of Economics, Business and Innovation ]]>
Publisher : <![CDATA[Cita konsultindo ]]>
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DOI: 10.63922/ijebir.v5i02.2939
<![CDATA[This study is motivated by the increasing role of influencer marketing in the digital cosmetics industry, particularly the use of the “Tasya Farasya Approved” label on Somethinc Calm Down Moisturizer as a representation of influencer credibility in building brand trust. This research aims to analyze the effect of influencer credibility on purchase intention with brand trust as a mediating variable among consumers of Somethinc Calm Down Moisturizer in Bandar Lampung City. This study employs a quantitative approach using the Partial Least Square–Structural Equation Modeling (PLS-SEM) method processed with SmartPLS, involving 204 respondents. The results indicate that influencer credibility has a positive and significant effect on brand trust and purchase intention, while brand trust also has a positive and significant effect on purchase intention. Furthermore, brand trust is proven to positively and significantly mediate the effect of influencer credibility on purchase intention, classified as complementary mediation (partial mediation). These findings confirm that influencer credibility plays a strategic role in enhancing consumer purchase intention through the development of brand trust.]]>
<![CDATA[The Influence Of Consumer Reviews And Indonesian National Team Brand Ambassadors On Purchase Intention For Le Minerale Products ]]>
<![CDATA[Stevira Andien Razika]]>;
<![CDATA[Dorothy Rouly Haratua Pandjaitan]]>
<![CDATA[ International Journal of Economics, Business and Innovation Research Vol. 5 No. 02 (2026): February - March, International Journal of Economics, Business and Innovation ]]>
Publisher : <![CDATA[Cita konsultindo ]]>
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DOI: 10.63922/ijebir.v5i02.2990
<![CDATA[The competition in the bottled water industry (AMDK) in Indonesia is increasingly intensifying along with the development of information technology and changes in consumer behavior in seeking product references. Consumers today tend to consider customer reviews and the influence of public figures before making a purchase. Le Minerale, as one of the bottled water brands in Indonesia, utilizes marketing strategies thru consumer reviews and collaboration with the Indonesian National Team as Brand Ambassadors to enhance consumer purchase intention. This study aims to determine the influence of consumer reviews and the Indonesian National Team Brand Ambassador on the purchase intention of Le Minerale products. This research employs a quantitative approach with data collection techniques thru questionnaires distributed to 120 respondents using the non-probability sampling method with purposive sampling technique. Data analysis is conducted using multiple linear regression and hypothesis testing both partially (t-test) and simultaneously (F-test). The research results show that consumer reviews have a positive and significant effect on the purchase intention of Le Minerale products. The Indonesian National Team Brand Ambassador also has a positive and significant effect on the purchase intention of Le Minerale products. Simultaneously, consumer reviews and the Indonesian National Team Brand Ambassador have a significant effect on the purchase intention of Le Minerale products.]]>
