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All Journal JAKBS Jurnal Pengabdian Masyarakat dan Riset Pendidikan International Journal of Business and Quality Research Journal of Business Economics and Management Harmony Management: International Journal of Management Science and Business International Journal of Multidisciplinary Reseach
Damajanti Sri Lestari
Universitas Dr. Soetomo Surabaya
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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The Influence Of E-Wom (Electronic Word Of Mouth), Sales Promotion And Brand Image On The Purchase Decision Of Scarlett Whitening Products On The Shopee Marketplace Karsih; Liling Listyawati; Damajanti Sri Lestari; Priyanto
International Journal of Business and Quality Research Vol. 3 No. 03 (2025): July - September, International Journal of Business and Quality Research (IJBQ
Publisher : Citakonsultindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijbqr.v3i03.2176

Abstract

The research was used to determine the relationship between e-WOM (Electronic Word Of Mouth), sales promotion, and brand image to consumer decisions in purchasing Scarlett Whitening products on the Shopee platform. The method in this study is quantitative carried out using survey techniques. The distribution of questionnaires to one hundred respondents who use Scarlett Whitening products through Shopee produced the data needed for data analysis, which was carried out through the stages of classical assumption tests that included multicollinearity, normality, and heteroscedasticity, data analysis was carried out using multiple linear regression. The results show that e-WOM, sales promotion, and brand image have a positive and significant influence on purchasing decisions, both separately and simultaneously. These three independent variables contributed 58.8% to the variation in purchasing decisions, based on the value of the determination coefficient (R2) which reached 0.588. Of all the factors studied, Purchasing decisions are most triggered by perceptions of brand image. This shows that the impression of the brand in the minds of consumers is the main trigger that drives purchase intent, even stronger than other factors such as digital communication strategies and strengthening brand image in making wise purchase decisions when shopping online. Companies should continue to strive to improve their brand reputation and maintain their e-WOM (Electronic Word Of Mouth) strategy as well as targeted promotions, which can be an additional trigger that encourages consumers to make a purchase decision.
Optimalisasi Pemanfaatan Identitas Kependudukan Digital (IKD) melalui Pelayanan Edukasi Kepada Masyarakat : Pengabdian Alifia Risha Lesmono; Slamet Riyadi; Liling Listyawati; Damajanti Sri Lestari
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 5 No. 1 (2026): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 5 Nomor 1 (Juli 2026 -
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v5i1.7463

Abstract

Transformasi pelayanan administrasi kependudukan berbasis digital merupakan langkah strategis pemerintah dalam meningkatkan efisiensi dan kualitas pelayanan publik. Salah satu inovasi yang dikembangkan adalah Identitas Kependudukan Digital (IKD) sebagai representasi digital Kartu Tanda Penduduk elektronik (KTP-el) yang memiliki kekuatan hukum yang sama. Namun, implementasi IKD di tingkat masyarakat masih menghadapi berbagai tantangan, terutama rendahnya literasi digital dan kekhawatiran terhadap keamanan data pribadi. Kegiatan pengabdian kepada masyarakat ini dilaksanakan melalui Program Magang dan Studi Independen Bersertifikat (MSIB) Batch 6 di Dinas Kependudukan dan Pencatatan Sipil Kota Surabaya dengan fokus pada edukasi dan pendampingan penggunaan IKD di wilayah Kecamatan Kenjeran. Metode yang digunakan adalah pendekatan partisipatif, di mana mahasiswa terlibat langsung dalam kegiatan sosialisasi, aktivasi, dan pendampingan pemanfaatan IKD di tingkat kelurahan. Hasil kegiatan menunjukkan adanya peningkatan pemahaman dan kesadaran masyarakat mengenai fungsi, manfaat, serta prosedur penggunaan IKD sebagai identitas kependudukan resmi berbasis digital. Selain memberikan manfaat langsung bagi masyarakat, kegiatan ini juga berkontribusi pada peningkatan kualitas pelayanan administrasi kependudukan di tingkat kecamatan serta memperkuat peran mahasiswa sebagai agen perubahan dalam mendukung transformasi pelayanan publik berbasis e-government.
The Influence of Online Customer Reviews and Product Quality Perception on Skintific Purchase Decisions on Tiktok Shop Ayu Nabila Fransiska; Liling Listyawati; Andry Herawati; Damajanti Sri Lestari
Harmony Management: International Journal of Management Science and Business Vol. 2 No. 4 (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.v2i4.493

Abstract

This study is intended to identify the impact of Online Customer Reviews and Product Quality Perceptions on Skintific Purchase Decisions on TikTok Shop. This study applies a quantitative approach through causal methods. Involving 96 respondents who have purchased and used Skintific products on the platform. Data analysis was carried out through the stages of classical assumption tests (normality, multicollinearity, and heteroscedasticity), and used multiple linear regression to test the research hypothesis. The findings show that online customer reviews and product quality perceptions have a positive and significant influence on purchase decisions, both when tested individually and together. The adjusted coefficient of determination (Adjusted R²) reaches 0.875, which means that 87.5% of the variation in purchase decisions can be explained by the two independent variables, while the remaining 12.5% is influenced by external elements outside of this model. Among the two variables studied, Online Customer Reviews were proven to have a dominant influence on Purchase Decisions, with a higher Beta value than Product Quality Perception. This conclusion emphasizes that positive reviews from customers and a good view of product quality are the main drivers for consumers to purchase Skintific products on TikTok Shop. Thus, companies are advised to maintain product reputation through consistent quality as well as optimize digital communication strategies based on customer reviews to improve consumer purchasing decisions.
Pengaruh Cita Rasa dan Promosi terhadap Keputusan Pembelian Produk Sambel Pecel Mak Lies Madiun Endah Mastutik; Fedianty Augustinah; Damajanti Sri Lestari; Dian Ferriswara
Jurnal Akuntansi Keuangan dan Bisnis Vol. 3 No. 4 (2026): Januari - Maret
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62379/jakbs.v3i4.4141

Abstract

Penelitian ini diarahkan untuk mengkaji sejauh mana peran cita rasa dan aktivitas promosi dalam memengaruhi keputusan konsumen saat melakukan pembelian produk Sambel Pecel Mak Lies Madiun. Kajian ini muncul sebagai respons atas semakin ketatnya kompetisi pada sektor kuliner tradisional, khususnya produk sambel pecel, yang mendorong pelaku UMKM untuk lebih memahami elemen-elemen penentu perilaku beli konsumen. Penelitian ini menggunakan pendekatan kuantitatif dengan desain survei sebagai metode pengumpulan data. Data penelitian dihimpun melalui penyebaran kuesioner kepada 96 orang responden yang telah memiliki pengalaman membeli dan mengonsumsi Sambel Pecel Mak Lies Madiun, dengan teknik penentuan sampel menggunakan purposive sampling. Pengolahan data dilakukan melalui serangkaian tahapan analisis statistik yang meliputi pengujian instrumen penelitian berupa uji validitas dan reliabilitas, pengujian asumsi klasik yang mencakup uji normalitas, heteroskedastisitas, serta multikolinearitas, kemudian dilanjutkan dengan analisis regresi linear berganda. Selain itu, pengujian hipotesis dilakukan melalui uji t dan uji F, serta pengukuran koefisien determinasi (R²) untuk mengetahui kemampuan model dalam menjelaskan variabel dependen. Hasil analisis menunjukkan bahwa secara individual cita rasa memberikan pengaruh positif namun belum signifikan terhadap keputusan pembelian, sedangkan variabel promosi terbukti memiliki pengaruh positif dan signifikan. Secara bersama-sama, variabel cita rasa dan promosi dinyatakan berpengaruh signifikan terhadap keputusan pembelian konsumen. Nilai Adjusted R Square mengindikasikan bahwa variasi keputusan pembelian dapat dijelaskan oleh kedua variabel tersebut dalam kategori sedang, sementara sisanya dipengaruhi oleh faktor-faktor lain yang tidak termasuk dalam model penelitian ini. Temuan penelitian ini menegaskan bahwa promosi memiliki kontribusi yang lebih kuat dalam mendorong keputusan pembelian konsumen dibandingkan dengan cita rasa. Oleh karena itu, hasil penelitian ini diharapkan dapat menjadi referensi bagi pelaku UMKM dalam menyusun strategi pemasaran yang lebih tepat sasaran guna meningkatkan keputusan pembelian konsumen.
The Effect Of Customer Satisfaction Levels And Prices On The Comfort Of The Place At Fore Coffe Shop Surabaya liling listyawati; Irma Romauli Sinaga; Damajanti Sri Lestari
Journal of Business Economics and Management | E-ISSN : 3063-8968 Vol. 3 No. 1 (2026): Juli - September
Publisher : GLOBAL SCIENTS PUBLISHER

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Abstract

This research is oriented to test and analyze how the impact of customer satisfaction and price on the comfort of the place at the FORE Puri Widya Kencana Coffee Shop outlet in Surabaya. By applying an associative-causal quantitative design, this study recruited 96 respondents as a sample whose calculation was based on the Cochran formula, while the determination was made using the purposive sampling method. Primary data collection was carried out through the distribution of questionnaires with a 5-point Likert scale, which was then processed through the multiple linear regression method based on SPSS software. Based on the evaluation of the instrument, all question items are confirmed to be valid and reliable. The regression model was also declared to have passed the classical assumption test because it was normally distributed and free from indications of multicollinearity. From the processing results, a structural model was obtained. Partial testing (t-test) showed that the level of customer satisfaction contributed positively and significantly to the comfort of the place (; sig. = 0.000), as well as the price factor (sig. = 0.000). Simultaneously (test F), the two independent variables were shown to have a meaningful simultaneous influence (; sig. = 0.000), which means that the criteria for acceptance of hypotheses H1, H2, and H3 have been met. The determination number ( R Square) of 0.561 indicates that the variability of place comfort can be described by customer satisfaction and price of 56.1%, while the remaining 43.9% is determined by other determinants that are outside the scope of this research. This conclusion indicates that optimizing customer satisfaction and ideal pricing policies are crucial instruments in strengthening the perception of physical comfort in the coffee shop business.
INFLUENCE OF SERVICE EXCELLENCE DIMENSIONS ON GUEST COMPLAINT HANDLING AT PREMIER PLACE HOTEL SURABAYA AIRPORT. Muhammad Kanza Ramadhino Hermaputra; Damajanti Sri Lestari
International Journal of Multidisciplinary Reseach Vol. 2 No. 4 (2026): Agustus
Publisher : International Journal of Multidisciplinary Reseach

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Abstract

Strategically located within the Juanda International Airport area, Premier Place Hotel Surabaya Airport faces unique challenges driven by the expectations of transit guests who have high time sensitivity and low error tolerance. In hotel operations, guest complaints cannot be completely avoided, making the effectiveness of complaint handling crucial to maintaining the hotel’s image. This study aims to analyze the effect of Service Excellence dimensions, which consist of Tangibles, Reliability, Responsiveness, Assurance, and Empathy, both partially and simultaneously, on the effectiveness of guest complaint handling. A quantitative approach was employed, utilizing questionnaires distributed to 37 employees (after outlier adjustment) at Premier Place Hotel Surabaya Airport. Data analysis was performed using multiple linear regression. The results indicated that simultaneously, all five dimensions of Service Excellence have a significant effect on complaint handling. Partially, the Reliability, Responsiveness, Assurance, and Empathy dimensions have a positive and significant effect, whereas the Tangibles dimension proved to have no significant effect. These findings provide managerial implications that the hotel needs to focus more on the technical speed and empathetic sensitivity of the staff rather than merely physical attributes when handling guest complaints. Keywords : Service Excellence, Tangibles, Reliability, Responsiveness, Assurance, Empathy, Complaint Handling, Airport Hotel.
Co-Authors Alifia Risha Lesmono Andry Herawati Ayu Nabila Fransiska Dian Feriswara Endah Mastutik Fedianty Augustinah Heru Suprihhadi Irma Romauli Sinaga Karsih Liling Listyawati Muhammad Kanza Ramadhino Hermaputra Priyanto Sarwani Sarwani Slamet Riyadi