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All Journal Jurnal Manajemen Terapan dan Keuangan Prosiding PESAT Business and Management Review Agrokreatif Jurnal Ilmiah Pengabdian kepada Masyarakat Jurnal Mirai Management EBSJ Seminar Nasional FISIP Unila Jurnal Ilmiah Manajemen Kesatuan EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Jurnal Bisnis dan Manajemen (JBM) Journal of Social Research Reviu Akuntansi, Manajemen, dan Bisnis Amkop Management Accounting Review (AMAR) International Journal of Asian Business and Management (IJABM) Epaper Bisnis: International Journal Entrepreneurship and Management International Journal of Economics, Business and Innovation Research Harmony Management: International Journal of Management Science and Business
Dorothy R. H. Pandjaitan
Universitas Lampung
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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E-Service Quality and Customer Experience Impact on GoJek GoRide Customer Satisfaction in Bandar Lampung Mutia Amalia; Dorothy Rouly Haratua Pandjaitan
ePaper Bisnis : International Journal of Entrepreneurship and Management Vol. 2 No. 2 (2025): ePaper Bisnis : International Journal of Entrepreneurship and Management
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/epaperbisnis.v2i2.359

Abstract

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.
The Influence of Electronic Word of Mouth (eWOM) on TikTok on Purchase Intention of Azarine Serum Beauty Products at Wahana Kosmetika Indonesia Nabila Dafiya Azhar; Dorothy Rouly Haratua Pandjaitan; Mudji Rachmat Ramelan
Harmony Management: International Journal of Management Science and Business Vol. 2 No. 2 (2025): International Journal of Management Science and Business
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/harmonymanagement.v2i2.257

Abstract

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.
The Intention to Use Signal Application for Paying Motor Vehicle Taxes Suci, Nanda Destyana; Bangsawan, Satria; Pandjaitan, Dorothy Rouly H.
Amkop Management Accounting Review (AMAR) Vol. 5 No. 1 (2025): January - June
Publisher : Sekolah Tinggi Ilmu Ekonomi Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/amar.v5i1.2815

Abstract

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.
The Influence Of Brand Image And Brand Equity On Customer Satisfaction Of Wardah Cosmetic Products In Bandar Lampung City Triana Rospita Andharilla; Dorothy Rouly Haratua Pandjaitan
International Journal of Economics, Business and Innovation Research Vol. 4 No. 06 (2025): October- November, International Journal of Economics, Business and Innovation
Publisher : Cita konsultindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijebir.v4i06.2367

Abstract

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.
The Infleunce of Customer Experience, Customer Satisfaction & Customer Loyalty Towards Brand Power (Study on Go-Ride Service by Gojek in Bandar Lampung) Syauqi, Muhammad Ryan; Pandjaitan, Dorothy Rouly Haratua; Nabila, Nuzul Inas
International Journal of Asian Business and Management Vol. 2 No. 5 (2023): October, 2023
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijabm.v2i5.6371

Abstract

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
Pelatihan Pembuatan Pakan Ikan Gabus (Channa striata), serta Manajemen Usaha dan Pemasaran Produk Budidaya pada Pokdakan Maju Bersama Mesuji, Kabupaten Mesuji, Lampung Sarida, Munti; Yuliansyah, Ari; Fidyandini, Hilma Putri; Pandjaitan, Dorothy Rouly Haratua
Agrokreatif: Jurnal Ilmiah Pengabdian kepada Masyarakat Vol. 10 No. 1 (2024): Agrokreatif Jurnal Ilmiah Pengabdian Kepada Masyarakat
Publisher : Institut Pertanian Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/agrokreatif.10.1.85-93

Abstract

The purpose of this community service activity is to improve the knowledge and skills of snakehead fish farmers in Sungai Badak Village, Mesuji District, Mesuji Regency, concerning the production of fish feed based on non-fishmeal ingredients, as well as business management and business planning in fish farming. The implementation method of the activity consists of several stages: preparation and coordination, implementation, monitoring, evaluation, and follow-up assistance. A focus group discussion (FGD) activity is conducted in the preparation and coordination stage. The implementation involves delivering materials and hands-on practice in independently producing snakehead fish feed using distillers, dried grains with solubles (DDGS) and taurine, and business management and marketing strategies for cultivation results. The monitoring stage involves technical guidance on using the feed produced in their business. Finally, the evaluation stage is conducted by filling out a questionnaire related to the technology transfer provided in the community service activity and following up with assistance in processing fisheries' products and water quality management to maintain continuous and high-quality production. The evaluation results indicate an improvement in the knowledge and skills of Pokdakan members regarding the materials provided during the community service activity, with an average increase of 30%. It is noted that Pokdakan members can independently produce fish feed and plan for further fish farming business. The hope is that Pokdakan members can continue the sustainability of the counseling and training results to produce snakehead fish with self-made feed. This activity aims to stimulate Pokdakan members to improve family economics. Additionally, in the future, it aims to establish Mesuji as a center for fish farming and establish a snakehead fish village in Sungai Badak Village, supporting food availability in Mesuji Regency.
The Influence Of Social Presence On Impulsive Behavior Buy Gen Z On Live Streaming E-Commerce Shopee With Sor Framework Gumay, Elsa Christy; Bangsawan, Satria; Pandjaitan, Dorothy Rouly H.
Journal of Social Research Vol. 3 No. 7 (2024): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v3i7.2171

Abstract

The rapid development of the internet in Indonesia has driven the growth of e-commerce businesses, with this phenomenon being a major factor in the emergence of live streaming e-commerce features. There exists a social presence in live streaming e-commerce, which is the ability to interact directly with viewers, thus prompting unplanned purchases (Impulsive Buying). In Indonesia, Gen Z tends to engage in impulsive buying, especially when shopping online. The need for instant gratification and the convenience of online shopping further fuel this behavior, often resulting in unplanned and impulsive purchases. Therefore, this study aims to analyze the influence of social presence on impulsive buying in live streaming e-commerce among Gen Z. Using dimensions such as broadcaster's social presence, viewer's social presence, live streaming social presence, arousal, and pleasure. Thus, this research examines the impact of social presence that may affect impulsive buying on Shopee. This study adopts a quantitative research approach using Structural Equation Model (SEM) with AMOS application. Data collection involves quantitative methods through questionnaires and SEM analysis. The research findings indicate that the overall Structural Equation Modeling (SEM) supports the current model, where impulsive buying dimensions have a positive and significant influence from broadcaster's social presence, viewer's social presence, live streaming social presence, arousal, and pleasure. This study is expected to provide theoretical and practical insights into how marketers can effectively plan and implement strategies in live streaming e-commerce. Keywords: e-commerce, marketing, social presence, impulsive buying, Gen Z, Structural Equation Modeling (SEM).
The Influence of Price Discounts and Online Customer Reviews on Purchasing Decisions in Online Food Delivery Services in Bandar Lampung Dimaz Satritama Alwan; Dorothy Rouly Haratua Pandjaitan; Nuzul Inas Nabila
International Journal of Economics, Business and Innovation Research Vol. 5 No. 01 (2026): December - January, International Journal of Economics, Business and Innovatio
Publisher : Cita konsultindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijebir.v5i01.2660

Abstract

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.
Co-Authors Achmad Yahya Teguh Panuju Azizah, Althaffiani Rosa Dimaz Satritama Alwan Dwi Asri Siti Ambarwati Fidyandini, Hilma Putri Ghin Erza Fortuna Gumay, Elsa Christy Misbah Arbaiah Mudji Rachmat Ramelan Munti Sarida Mutia Amalia Nabila Dafiya Azhar Nanda Destyana Suci Nurul Husna Nuzul Inas Nabila Nuzul Inas Nabila Nuzul Inas Nabila, Nuzul Inas Satria Bangsawan Suci, Nanda Destyana Susanto, Erlans Firman Syauqi, Muhammad Ryan Triana Rospita Andharilla Yuliansyah, Ari