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All Journal Jurnal Ekonomi Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Mirai Management Jurnal Muara Ilmu Ekonomi dan Bisnis Jurnal Manajemen Jurnal Bina Manajemen AKMENIKA MEDIA BISNIS Jurnal Manajerial Dan Kewirausahaan Indonesian Marketing Journal Journal of Management and Digital Business International Journal of Application on Economics and Business Jurnal Serina Ekonomi dan Bisnis
Tommy Setiawan Ruslim, Tommy Setiawan
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Aspek-Aspek yang Memengaruhi Consumer Loyalty pada Nasabah Bank Danamon di Jabodetabek Ritonga, Alberthino Ramoz; Ruslim, Tommy Setiawan
Jurnal Manajerial Dan Kewirausahaan Vol. 7 No. 1 (2025): Jurnal Manajerial dan Kewirausahaan
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmk.v7i1.32960

Abstract

Pada saat ini bank telah menjadi kebutuhan utama bagi masyarakat terkhusus dalam melakukan kegiatan sehari-hari seperti bertransaksi, menabung serta berinvestasi. Melihat pentingnya peran bank di tengah masyarakat tentu menjadikan calon konsumen untuk berhati-hati dalam mempertimbangkan bank yang menjadi pilihan mereka, di sisi lain penting bagi perusahaan bank untuk meningkatkan loyalitas konsumen yang merupakan kunci utama yang dimiliki konsumen dalam menggunakan produk dan jasa suatu bank. Hal ini diperkuat dengan pernyataan para ahli yang menjelaskan bahwa loyalitas konsumen terjadi karena adanya aspek psikologi dan emosi yang mereka miliki ketika menggunakan produk dan jasa dari suatu brand. Rasa cinta, komitmen dan kepercayaan konsumen terhadap brand merupakan faktor yang dapat memengaruhi kesadaran konsumen yang berujung pada loyalitas. Melihat hal tersebut penelitian ini memiliki tujuan untuk memahami pengaruh dari brand love, brand commitment dan brand trust terhadap consumer loyalty yang dimediasi oleh consumers awareness. Subjek dari penelitian ini adalah konsumen bank Danamon di Jabodetabek dengan pengumpulan data melalui kuesioner terhadap 155 responden yang terkumpul, dan menggunakan SEM-PLS serta softwareSmartPLS4 sebagai pengujian olah data. Penelitian ini menggunakan purposive/judgemental nonrandom sampling sebagai teknik pengambilan sampel. Hasil pada penelitian yang dilakukan menunjukan bahwa brand commitment dan brand trust berpengaruh positif dan signifikan terhadap consumer loyalty, sedangkan brand love berpengaruh positif dan tidak signifikan terhadap consumer loyalty. Currently, banks have become a primary need for society, especially in carrying out daily activities such as transactions, saving and investing. Seeing the important role of banks in society certainly makes potential consumers careful in considering the bank of their choice. On the other hand, it is important for bank companies to increase consumer loyalty, which is the main key that consumers have in using a bank's products and services. This is reinforced by statements from experts who explain that consumer loyalty occurs because of the psychological and emotional aspects they have when using products and services from a brand. Consumers' love, commitment and trust in a brand are factors that can influence consumer awareness which leads to loyalty. Seeing this, this research aims to understand the influence of brand love, brand commitment and brand trust on consumer loyalty which is mediated by consumer awareness. The subjects of this research were Danamon bank consumers in Jabodetabek by collecting data through questionnaires from 155 respondents, and using SEM-PLS and SmartPLS4 software as data processing tests. This research uses purposive/judgmental nonrandom sampling as a sampling technique. The results of the research conducted show that brand commitment and brand trust have a positive and significant effect on consumer loyalty, while brand love has a positive and insignificant effect on consumer loyalty.
EXPLORING ENVIRONMENTAL CONCERN AND CONSUMER’S MOTIVES TOWARDS INTENTION TO PURCHASE ELECTRIC VEHICLE IN JAKARTA Albert, Albert; Ruslim, Tommy Setiawan
International Journal of Application on Economics and Business Vol. 2 No. 4 (2024): November 2024
Publisher : Graduate Program of Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ijaeb.v2i4.557-570

Abstract

In recent years, environmental damage has become a global problem. The cause of environmental damage is air pollution caused by various vehicle fuels, which produce CO2. This encourages people to care more about the environment, including the automotive industry. The rise of the environmental movement is encouraging car companies to produce electric vehicle products to reduce pollution. This research was conducted to determine and test the effects of environmental concerns, gain motives, and normative motives towards intention to purchase electric vehicle in Jakarta, and to test hedonic motivation as a mediator of gain motives and normative motives towards purchase intention. The study included 325 people living in Jakarta who either own or plan to own an electric car. This research use non-probability sampling techniques with the judgmental sampling method for sampling. The results of testing in this research used the PLS-SEM model with Smart-PLS system software version 4.0. The research results show that gain motives and normative motives have significant impact towards hedonic motives. Normative motives and hedonic motives have significant effects towards purchase intention. Environmental concern and gain motives have no significant impact towards purchase intention. Gain motives and normative motives influence purchase intention through hedonic motives.
PREDICTING REPURCHASE INTENTION WITH E-SATISFACTION AS A MEDIATOR ON E-COMMERCE SHOPEE Darmawi, Michelle; Ruslim, Tommy Setiawan
International Journal of Application on Economics and Business Vol. 2 No. 4 (2024): November 2024
Publisher : Graduate Program of Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ijaeb.v2i4.571-581

Abstract

This study aims to examine the effect for Shopee (one of Indonesia’s e-commerce service) of web design that contains visual and user interface, information quality that dense, clear and relevant, as well as safe, on-time delivery services and an assortment of delivery services on repurchase intention with e-satisfaction as a mediating variable. Nowadays, problems often arise from consumer talk about web design, user interfaces that are not too familiar with everyday use. Data collection in this study uses non-probability sampling with range of the shopee (e-commerce) buyer in Jakarta only, with the type of that sample that may be a purposive sampling. The number of samples in this study were 223 respondents. This study uses Smart PLS-SEM version 4.0 to process data. The purpose of this research is to provide insight for future research and prove that it can increase customer satisfaction and increase repurchases in shopping.. Using several leading theories and conceptual variables, the variables that become this study are more valid and can be considered for future research. and linking between important elements, namely information quality, delivery service, e-satisfaction, web desig, information quality with repurchase intention. Based on the results of this study indicate that web design, information quality, and delivery service can significantly and positively influence repurchase intention mediated by e-satisfaction.
Evaluating The Influence Of Satisfaction As A Mediator On Generation Z’s Loyalty To Airline ‘Aa’ Ruslim, Tommy Setiawan; Soelaiman, Lydiawati; Suryawan, Ian Nurpatria
Media Bisnis Vol. 17 No. 1 (2025): Media Bisnis
Publisher : Pusat Penelitian dan Pengabdian kepada Masyarakat Sekolah Tinggi Ilmu Ekonomi Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34208/mb.v17i1.2608

Abstract

Aviation transportation services are something that people really need nowadays to make it easier to move from one place to another. The aviation industry in Indonesia is experiencing a surge in demand from the local community. The importance of customer loyalty in the aviation industry aims to maintain the existence of an airline or is even expected to be able to improve it so that it can become a superior airline in the aviation industry. Generation Z was found to prioritize air transportation as the main thing and factor in traveling. In realizing an optimal domestic airline aviation industry, "AA" implements strategies to realize business growth as an airline amidst the tightness of the industry. Loyalty can be influenced by satisfaction, likewise satisfaction can be influenced by service quality and brand image. This research aims to determine the factors that can influence "AA" airline loyalty in generation Z with satisfaction as a mediating variable.
TINDAKAN LANJUTAN BERWIRAUSAHA PADA MAHASISWA: DAMPAK KETIDAKPASTIAN TERHADAP MEDIASI AFFORDABLE LOSS DAN EKSPERIMENTAL Selamat, Frangky; Ruslim, Tommy Setiawan; Linadi, Clarissa; Sarta, Raymond Win
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol. 9 No. 1 (2025): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v9i1.33036

Abstract

Hasil pendidikan kewirausahaan banyak yang berhenti sebatas intensi. Intensi perilaku adalah determinan terbaik untuk perilaku tertentu termasuk berwirausaha. Terdapat kesenjangan antara intensi dengan perilaku berwirausaha, yaitu kemungkinan variabel lain yang dapat menjelaskan perilaku. Tujuan penelitian ini untuk menginvestigasi pengaruh intensi implementasi terhadap tindakan lanjutan berwirausaha dengan mediasi perilaku affordable loss dan eksperimental, di mana persepsi ketidakpastian menjadi moderator antara perilaku affordable loss dan eksperimental dengan tindakan lanjutan berwirausaha, pada mahasiswa yang mengambil peminatan kewirausahaan. Kuesioner dibagikan dalam dua tahap kepada mahasiswa yang mengikuti program kewirausahaan, yaitu ketika mahasiswa mengidentifikasi dan merancang model bisnis hingga mengimplementasikan bisnis. Terdapat 124 mahasiswa yang bersedia disurvei, namun hanya 100 yang layak diolah dan dianalisis. Hasil penelitian memperlihatkan bahwa intensi implementasi tidak memengaruhi tindakan lanjutan berwirausaha secara langsung, namun melalui eksperimental. Mediasi dari affordable loss terhadap tindakan lanjutan berwirausaha bersifat tidak signifikan. Sementara moderasi dari variabel persepsi ketidakpastian antara affordable loss dan eksperimental dengan tindakan lanjutan berwirausaha menunjukkan arah positif tetapi tidak signifikan. Implikasi dari penelitian ini ditujukan kepada pengelola program kewirausahaan agar memperkuat pendampingan kepada para mahasiswa agar lebih yakin dan berani mengambil risiko yang terukur ketika memutuskan untuk berwirausaha serta mengembangkan perilaku eksperimental   The results of entrepreneurship education often stop at the intention. Behavioral intention is the best determinant for certain behaviors, including entrepreneurship. There is a gap between intention and entrepreneurial behavior. There are still other possible variables that can explain behavior. This study aims to investigate the effect of implementation intention on subsequent entrepreneurial action with affordable loss and experimental mediation, where the perception of uncertainty moderates between affordable loss and experimental with subsequent entrepreneurial action in students who take an entrepreneurial interest. The questionnaire was distributed in two stages to students who took the entrepreneurship program, namely when students identified and designed a business model to implement the business. One hundred twenty-four students were willing to be surveyed, but 100 questionnaires were worthy of being processed and analyzed. The study showed that implementation intentions did not directly affect subsequent entrepreneurial actions but through experimental behavior. The mediation of affordable loss in the influence of implementation intentions on subsequent entrepreneurial actions is not significant. Meanwhile, the moderation of uncertainty perceptions in the relationship between affordable loss and experimental with entrepreneurial subsequent actions showed a positive direction but was insignificant. The implications of this research focus on entrepreneurship program managers to enhance mentoring for students, promoting their confidence and encouraging them to take measured risks when deciding to become entrepreneurs and develop experimental behaviors.
THE ANTECEDENTS OF COFFEE SHOP CUSTOMERS’ SATISFACTION (A CASE STUDY ON ‘KOPI KENANGAN’ OUTLET IN WEST JAKARTA, INDONESIA) Ruslim, Tommy Setiawan; Sukaman, John Victorino; Siswanto, Halim Putera; Saktiana, Galuh Mira
International Journal of Application on Economics and Business Vol. 2 No. 2 (2024): May 2024
Publisher : Graduate Program of Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ijaeb.v2i2.3772-3779

Abstract

A phenomenon of the popular and rapid development in coffee shops in Indonesia has driven an increasingly fierce competition among business actors in this industry. The purpose of this research was to examine the effects of coffee quality, service quality, and perceived price on the satisfaction of ‘Kopi Kenangan’ customers in West Jakarta, Indonesia. The samples of this study were 302 customers of ‘Kopi Kenangan’ outlet at Citraland Mall in West Jakarta. Data was processed in this study using SmartPLS version 3.2.9. As the results of this research, coffee quality, service quality, and perceived price partially has a positive and significant effect on the satisfaction of ‘Kopi Kenangan’ customers at Citraland Mall outlet in West Jakarta. This finding can be expected to help business owners in formulating the ideal marketing strategies in the future.
THE EFFECT OF CUSTOMER SATISFACTION AS A MEDIATING VARIABLE ON INSTAGRAM SOCIAL MEDIA CUSTOMER LOYALTY Erika, Erika; Ruslim, Tommy Setiawan
International Journal of Application on Economics and Business Vol. 3 No. 1 (2025): February 2025
Publisher : Graduate Program of Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ijaeb.v3i1.386-397

Abstract

Social media is like a big online club where people can talk to each other and share things with many different people around the world. One can do many different things on social media such as posting pictures and videos, playing games, and talking to friends and family. Some popular SocialMedia apps are YouTube, Facebook, Snapchat, Instagram, and Twitter. In this research, we will be talking about Instagram. Instagram itself is a specialized app where one can share pictures and videos and talk to friends and family through messages. Some people even use Instagram to sell things or promote their business online. The study aims to test and determine the variables of perceived usefulness, convenience, and security on Instagram customer loyalty in Jakarta which is mediated by customer satisfaction. The study uses non-probability sampling technique method with a purposive sampling sample type. In collecting data for this study, 212 respondents were collected which were adjusted to the characteristics in this study, namely Instagram users who are used as a means to sell and promote. The data results were tested using PLS-SEM with SmartPLS software version 4.0. It can be concluded that the test results of perceived usefulness, convenience, and security have a positive and significant influence on customer loyalty mediating by customer satisfaction.
The Path to Loyalty: Examining Shopee’s Service Attributes and Customer Satisfaction of Customers in Jakarta Ruslim, Tommy Setiawan; Aurellia, Audrey
Indonesian Journal of Business and Entrepreneurship Vol. 11 No. 2 (2025): IJBE, Vol. 11 No. 2, May 2025
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.11.2.505

Abstract

Background: The post-pandemic period has presented challenges for e-commerce platforms, including Shopee, as they face declining customer loyalty, which affects user experience. Customer loyalty is a critical factor in sustaining business competitiveness, making it essential to understand the role of service attributes. Purpose: This study examines the impact of information quality, privacy, security, and delivery on customer loyalty among Shopee users in Jakarta. Furthermore, it investigates the role of customer satisfaction in mediating the relationship between service attributes and customer loyalty.Design/methodology/approach: The study employed a quantitative approach using the Partial Least Squares Structural Equation Modeling (PLS-SEM) version 4.1.0.8 for data analysis. A total of 241 Shopee users in Jakarta were surveyed through a purposive sampling method. Data was collected using Google Forms distributed through various social media platforms, ensuring responses from active Shopee users familiar with the platform's service attributes.Finding/result: Information quality, security, and delivery positively and significantly impact customer loyalty. Information quality, privacy, security, and delivery positively and significantly influence customer satisfaction. Customer satisfaction mediates the effects of information quality, security, and delivery on customer loyalty.Conclusion: Service attributes, namely information quality, security, and delivery, are essential in influencing customer loyalty through customer satisfaction among online shopping platform users. Originality/value (State of the art): This is the first study of how service attributes influence customer loyalty among Shopee users in Jakarta through the mediating role of customer satisfaction. This study contributes to the existing literature by addressing an empirical gap and examining the influence of information quality on customer loyalty and privacy on customer satisfaction. While previous studies have explored these relationships, inconsistencies in findings highlight the need for further empirical validation. By reassessing these variables within the context of Shopee users in Jakarta, this research provides deeper insights into their roles in shaping customer satisfaction and loyalty. Keywords: Service Attributes, customer satisfaction, customer loyalty, Shopee, e-commerce
Investigating the determinants of customer loyalty at Kedai Kopi Kulo in Jakarta Aurelia, Evelyn; Ruslim, Tommy Setiawan
Journal of Management and Digital Business Vol. 5 No. 2 (2025): Journal of Management and Digital Business
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jmdb.v5i2.1374

Abstract

The food and beverage industry in Indonesia experienced significant growth, driven by changes in urban lifestyles, including the rising popularity of coffee consumption across generations. Kedai Kopi Kulo, despite its initial success during its early establishment, faced challenges as evidenced by a decline in its Top Brand Index from 2020 to 2024. This decline was suspected to be linked to decreasing levels of customer loyalty. This study evaluated the influence of service quality, price fairness, and store atmosphere on customer loyalty, with customer satisfaction serving as a mediating variable. The research adopted a quantitative approach using a cross-sectional survey of 205 respondents selected through purposive sampling. Data analysis was conducted using SEM-PLS. The findings revealed that price fairness and store atmosphere had a positive and significant impact on customer satisfaction, which in turn affected customer loyalty. However, service quality did not significantly influence either variable. These results provided strategic insights for Kedai Kopi Kulo, emphasizing the importance of focusing on price fairness and store atmosphere to enhance customer loyalty.
ANALISIS NIAT BELI: STUDI KASUS KONSUMEN MS GLOW DI JAKARTA Herawati, Nurul Hikmah; Ruslim, Tommy Setiawan
Jurnal Serina Ekonomi dan Bisnis Vol 2 No 2 (2024): September 2024
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jseb.v2i2.35247

Abstract

Perawatan kulit adalah rangkaian produk yang mana digunakan secara rutin untuk merawat atau melindungi kulit. Perkembangan ini tidak hanya disebabkan oleh kemajuan teknologi, tetapi juga oleh perubahan dalam preferensi konsumen yang mencari produk yang sesuai dengan kebutuhan individual mereka. Penelitian ini bertujuan untuk memahami dan mengukur apakah kesadaran merek, kepercayaan merek, dam manfaat ekonomi yang dirasakan memiliki pengaruh terhadap niat beli MS GLOW di Jakarta. Responden pada penelitian ini berjumlah 223 konsumen yang ingin membeli produk perawatan kulit MS GLOW. Hasil pada penelitian ini menunjukan bahwa kesadaran merek, kepercayaan merek, manfaat ekonomi yang dirasakan memiliki pengaruh positif dan signifikan terhadap niat beli. Skincare is a range of products which are used regularly to treat or protect the skin. This development is not only caused by technological advances, but also by changes in consumer preferences that seek products that suit their individual needs. This study aims to understand and measure whether brand awareness, brand trust, and perceived economic benefits have an influence on MS GLOW purchase intention in Jakarta. Respondents in this study totaled 223 consumers who wanted to buy MS GLOW skincare products through the Shope platform. The results in this study indicate that brand awareness, brand trust, perceived economic benefits have a positive and significant influence on purchase intention.
Co-Authors Albert Albert Anggelina, Chyntia Aurelia, Evelyn Aurellia, Audrey Christopher, Darrell Cokki , Cokki Darmawi, Michelle Deni Iskandar Dicky Dyah Erny Herwindiati Erika Erika Evert, Ferenc Devlin Febrian, Ferdy Ferditan, Jesslyn Gabriella Santoso Hapsari, Claudia Gita Henryanto Wijaya Herawati, Nurul Hikmah Ian Nurpatria Suryawan Ian Nurpatria Suryawan Kevin Setiawan Linadi, Clarissa Lukito, Venky Mukti Rahardjo, Mukti Nova Nova Ritonga, Alberthino Ramoz Saktiana, Galuh Mira Sari, Iis Nuraisyah Fatmala Sarta, Raymond Win Satriohantoro, Mikael Selamat, Frangky Setiawan, Jessica Ribka Sila, Emmanuel Constantinus Siswanto, Halim Putera Soelaiman, Lydiawati Sukaman, John Victorino Tenata, Albert uta, Louis Valeta, Nesya Verdelia Widjaja, Oey Hannes Widjaya, Hannes