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All Journal Jurnal Ekonomi Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Mirai Management Primanomics : Jurnal Ekonomi & Bisnis 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 NEAR: Jurnal Pengabdian kepada Masyarakat International Journal of Application on Economics and Business Jurnal Serina Ekonomi dan Bisnis
Tommy Setiawan Ruslim, Tommy Setiawan
Unknown Affiliation
Humanities Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Nursing Public Health Social Sciences Transportation Other

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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.
Sensory Experience, Perceived Price, and Customer Satisfaction: Drivers of WOM Recommendation Ruslim, Tommy Setiawan; Hapsari, Claudia Gita
Jurnal Mirai Management Vol 10, No 2 (2025)
Publisher : STIE AMKOP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/mirai.v10i2.9985

Abstract

This study investigates the influence of sensory experience and perceived price on word-of-mouth (WOM) recommendation, with customer satisfaction as a mediating variable, in the context of Wolf Gang’s Steakhouse Jakarta. Using the Stimulus-Organism-Response (SOR) framework, sensory experience and perceived price serve as stimuli, customer satisfaction as the organism, and WOM recommendation as the response. Data were collected through purposive sampling from 218 respondents who had dined at the restaurant. The analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 3. Results reveal that sensory experience and perceived price have significant positive effects on customer satisfaction, which in turn significantly influences WOM recommendation. Additionally, both sensory experience and perceived price directly and indirectly affect WOM recommendation through partial mediation by customer satisfaction. These findings highlight the importance of enhancing sensory aspects such as taste, aroma, presentation, and freshness, alongside maintaining fair and transparent pricing, to improve satisfaction and encourage positive WOM. The study contributes theoretically by reinforcing the mediating role of customer satisfaction in the SOR model and provides practical insights for fine dining managers to improve customer experiences and strengthen competitive positioning. Keywords: Sensory Experience, Perceived Price, Customer Satisfaction, WOM Recommendation
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.
THE IMPACT OF GREEN BRAND POSITIONING, ATTITUDE, ENVIRONMENTAL CONCERN, GREEN BRAND KNOWLEDGE TOWARD GREEN PURCHASE INTENTION OF MR PRODUCTS IN JAKARTA Satriohantoro, Mikael; Ruslim, Tommy Setiawan
International Journal of Application on Economics and Business Vol. 3 No. 2 (2025): May 2025
Publisher : Graduate Program of Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ijaeb.v3i2.1073-1083

Abstract

This reserach aims to examine and discuss the influence of green brand positioning, attitudes, environmental concerns, and knowledge on green brands on purchase intention. The study population consisted of MR product user in Jakarta. This study applied quantitative descriptive methods, and also managed to collect a sample of 212 respondents with criteria, namely a minimum age of 20 years, location of residence, and users of MR products. The total respondents used as samples were 201 respondents, because 11 respondents did not meet the predetermined criteria. This study uses and applies nonprobability sampling with purposive sampling method, and collects data by distributing questionnaires online with the google form application. The results of the data that have been distributed are then collected to be analyzed using the SmartPLS4 application with the Partial Least Square Structural Equation Modeling (PLS-SEM) model. The results of the analysis show that green brand positioning, attitude, environmental concern, and knowledge on green brands have a positive and significant impact on purchase intention. In addition to academic results, this research is also expected to help MR companies or other companies in increasing the purchase intention of their consumers through several variables in this study. And it is hoped that this research can complement the empirical gap that exists in previous research.
IMPACT OF PRICE, PRODUCT QUALITY, CORPORATE IMAGE ON CUSTOMER LOYALTY (MEDIATED BY SATISFACTION) AT SHELL FUEL STATIONS IN JAKARTA Christopher, Darrell; Ruslim, Tommy Setiawan
International Journal of Application on Economics and Business Vol. 3 No. 2 (2025): May 2025
Publisher : Graduate Program of Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ijaeb.v3i2.1099-1111

Abstract

In this study, price, product quality, and corporate image were examined for their influence on customer satisfaction and loyalty. The study focused on customers of Shell gas stations in Jakarta, involving 216 samples. The data collected through a questionnaire instrument (G-form) was analyzed by the researcher using SmartPLS4 software. It was found that all exogenous variables in this study influenced satisfaction and loyalty. Customer satisfaction also proved to be an important mediator in the relationship between all exogenous variables and loyalty in the gas station sector in Jakarta. Additionally, the study results showed that price and product quality had a direct positive impact on loyalty. However, corporate image was found to have a negative but insignificant effect on loyalty, indicating that while a positive image plays an important role, this factor does not directly determine loyalty without the support of competitive and consistent pricing and product quality. Beyond its contribution to academic literature, this study provides practical insights for Shell regarding the importance of fair pricing strategies and the delivery of appropriate product quality to enhance satisfaction and sustain loyalty. On the other hand, corporate image requires a more strategic, integrated, and sustainable approach to strengthen long-term relationships with customers.
Maximizing Online Loyalty: The Mediating Effects of Satisfaction and Trust Ruslim, Tommy Setiawan
Jurnal Manajemen Vol. 29 No. 3 (2025): October 2025
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v29i3.2733

Abstract

The significance of customer loyalty in the banking industry has gained more importance, particularly due to the recent technological advancements. With the growing number of emerging digital banking services, customers demand banks to develop mobile banking apps with superior online features and qualities. This study aims to investigate how utilitarian and hedonic qualities impact online loyalty through the mediating roles of online satisfaction and online trust in digital banking services. The study collected responses from 251 digital banking service customers living in Jakarta. The results indicate that hedonic qualities significantly enhance online satisfaction, online trust, and online loyalty. Utilitarian qualities are confirmed to enhance online satisfaction and online trust directly. However, utilitarian qualities are not found to be directly linked to online loyalty. Furthermore, this research concludes that both online satisfaction and online trust mediate the relationships between utilitarian and hedonic qualities and online loyalty.
Peran Brand Awareness, Perceived Value, dan Brand Uniqueness dalam meningkatkan Brand Loyalty pada Industri Fast Fashion Ruslim, Tommy Setiawan; Febrian, Ferdy; Suryawan, Ian Nurpatria
Media Bisnis Vol. 16 No. 1 (2024): 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.v16i1.2248

Abstract

Fast fashion is a term used to describe a highly profitable business model based on imitating catwalk trends and high fashion designs, and mass-producing them at a low cost. One of the famous fast fashion brands in Indonesia is XYZ. But in the past few years, XYZ’s brand value has decreased. The purpose of this research is to examine whether 1) brand awareness can influence brand loyalty. 2) perceived value can influence brand loyalty. 3) brand uniqueness can influence brand loyalty. Purposive sampling method used by distributing online questionnaire with a sample of 208 respondents and then processed by using smartPLS- SEM. The result of this study indicate that brand awareness, perceived value, and brand uniqueness have a positive and significant influence towards brand loyalty.
FACTORS THAT INCREASE PURCHASE INTENTION OF ELECTRIC CARS IN JAKARTA Ruslim, Tommy Setiawan; Setiawan, Kevin; Hapsari, Claudia Gita; Herwindiati, Dyah Erny
International Journal of Application on Economics and Business Vol. 1 No. 3 (2023): Agustus 2023
Publisher : Graduate Program of Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ijaeb.v1i3.968-977

Abstract

Global warming has become an issue for the whole world until now. The cause of global warming is air pollution produced by engine fuels from various automotives that can produce carbon dioxide. This encourages people to be more concerned about the environment, including the automotive industry. The rise of the movement to care for the environment encourages automotive companies to make electric car products which can be a solution to reduce pollution. In recent years, electric cars have started to enter the market in Indonesia. However, this is not well received by the Indonesian people. This is related to the low purchase intention of the electric car itself. The purpose of this study was to determine empirically the effect of attitude, subjective norm, perceived behavioral control, and price sensitivity on consumer purchased intention of electric cars in Jakarta. This study uses data collected from 153 respondents who are people who at least are undergoing undergraduate studies and have knowledge of electric cars in Jakarta. The data was obtained by distributing an online questionnaire in the form of a google form through social media. The data is then processed using SmartPLS 3.2.9 software. The results of this study are attitude, subjective norm, and price sensitivity have a positive and significant influence on the purchase intention of electric cars in Jakarta. Meanwhile, perceived behavioral control has no effect on the purchase intention of electric cars in Jakarta.
Co-Authors Abdichianto, Viona Virtuna Albert Albert Anggelina, Chyntia Aurelia, Evelyn Aurellia, Audrey Christopher, Darrell Claudia, Jessica 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