Bulan Prabawani
Department of Business Administration, Universitas Diponegoro, Jl. Prof. Sudarto, SH, Tembalang, Semarang, Indonesia 50275.

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Pengaruh Store Atmosphere terhadap Revisit Intention melalui Kepuasan Pelanggan sebagai Variabel Intervening pada Coffee Shop Pijar: Studi pada Coffee Shop Pijar di Tembalang Anastasia Dwi Putri; Bulan Prabawani; Widayanto Widayanto
Jurnal Ilmu Administrasi Bisnis Vol 12, No 1 (2023)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2023.36949

Abstract

Pijar is one of the famous coffee shops in the Tembalang area that has succeeded in taking advantage of domestic business market opportunities in the field of FnB. The problem faced was that there were several sales declines during 2020-2021. Store atmosphere and customer satisfaction are indicators that can affect the intention to revisit, where the intention to revisit can encourage increased sales. This study aims to determine the effect of store atmosphere on the intention to revisit through customer satisfaction as an intervention variable at Pijar coffee shop. The type of research used is explanatory research, using non-probability sampling and purposive sampling method questionnaires as data collection methods. The samples collected were 100 respondents of incandescent consumers who were selected based on consideration. This study uses the Partial Least Square analysis technique, which is estimated using the SmartPLS 3.0 program. This study concludes that Store Atmosphere has a significant effect on Revisit Intention through objectives as an intervening variable. Recommendations for Pijar are making improvements to store design and decoration colors, adding four-wheel parking lots, improving air circulation in indoor smoking rooms, adding air fresheners, and conducting research on products, both to create new products and improve taste quality.Pijar merupakan salah satu coffee shop terkenal di daerah Tembalang yang berhasil memanfaatkan peluang pasar bisnis dalam negri dibidang FnB. Permasalahan yang dihadapi adalah adanya beberapa kali penurunan penjualan selama tahun 2020-2021. Store atmosphere dan kepuasan pelanggan merupakan indikator yang dapat mempengaruhi revisit intention, dimana revisit intention dapat mendorong peningkatan penjualan. Penelitian ini bertujuan untuk mengetahui pengaruh store atmosphere terhadap revisit intention melalui kepuasan pelanggan sebagai variabel intervening pada coffee shop Pijar. Tipe penelitian yang digunakan adalah explanatory research, dengan menggunakan nonprobability sampling dan metode purposive sampling kuesioner sebagai meteode pengumpulan data. Sampel yang dikumpulkan sebanyak 100 responden konsumen Pijar yang dipilih berdasarkan pertimbangan. Penelitian menggunakan teknik analisis Partial Least Square, yang diestimasi dengan program SmartPLS 3.0. Penelitian ini menyimpulkan bahwa Store Atmosphere berpengaruh signifikan terhadap Revisit Intention melalui Kepuasan Pelanggan sebagai variabel intervening. Rekomendasi untuk Pijar adalah melakukan perbaikan terhadap desain toko dan warna dekorasi, menambah lahan parkir roda empat, memperbaiki sirkulasi udara pada ruangan smooking indoor, menambahkan pengharum ruangan, serta melakukan riset terhadap produk, baik untuk menciptakan produk baru maupun memperbaiki kualitas rasa.
PENGARUH KUALITAS LAYANAN TERHADAP E-LOYALTY PENGGUNA LAYANAN APLIKASI FINTECH MELALUI KEPUASAN PENGGUNA SEBAGAI VARIABEL INTERVENING (STUDI PADA GENERASI Z PENGGUNA APLIKASI FINTECH FLIP DI JAKARTA). Najla Indira Hajida; Bulan Prabawani
Jurnal Ilmu Administrasi Bisnis Vol 14, No 3 (2025)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2025.47239

Abstract

Flip application is a digital financial service in Indonesia which is a pioneer provider of free interbank transfer services and has more than 13 million users. Consumer loyalty usually arises marked by the satisfaction of users with existing services. That means, if the user is satisfied with the services and services provided, it will provide additional value to the service provider.  However, the Flip app cannot maintain loyalty. This is indicated by the decline in quality and customer satisfaction which causes loyalty to decline. This research type is explanatory research. Meanwhile, the respondents in this study were 97 respondents with nonprobability sampling technique purposive sampling method. The data that has been collected is then processed using data analysis techniques including validity test, reliability test, fit model, r-squared, f-squared, path coefficient, and VAF mediation test. The conclusion of this study shows that service quality has a positive and significant effect on e-loyalty through user satisfaction as an intervening variable. This study suggests that the Flip application make improvements to service performance performance, be responsive in responding to user complaints, evaluate service performance and quality of applications, supervise services, and evaluate the performance of the customer service team.
Pengaruh Brand Image dan Electronic Word of Mouth Terhadap Keputusan Pembelian (Studi pada Generasi Z Pengguna Layanan Traveloka di Kota Semarang) Muhammad Rifqi Hikmawan; Bulan Prabawani; Widayanto Widayanto
Jurnal Ilmu Administrasi Bisnis Vol 13, No 3 (2024)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2024.42451

Abstract

This study aims to evaluate the impact of brand image and electronic word of mouth as independent variables on purchasing decisions as the dependent variable on the online travel agent Traveloka. The population that is the focus of the research is generation Z in Semarang City who have used Traveloka at least twice. This type of research is explanatory research and non-probability sampling techniques using Accidental and Purposive Sampling methods. The research sample consisted of 97 Traveloka user respondents who live in Semarang City. Data analysis using SPSS for Windows Version 25.0. The research results show that: (1) brand image (X1) has a positive and significant influence on purchasing decisions (Y), (2) electronic word of mouth (X2) has a positive and significant influence on purchasing decisions (Y), (3) Brand Image and Electronic Word of Mouth simultaneously have a positive and significant effect on purchasing decisions (Y). The suggestion in this research is that Traveloka can better optimize its brand image and electronic word of mouth in order to improve Traveloka purchasing decisions.Keywords: Brand Image; Electronic Word of Mouth; Purchase Decisions Penelitian ini bertujuan untuk mengevaluasi dampak brand image dan electronic word of mouth sebagai variabel independen terhadap keputusan pembelian sebagai variabel dependen pada online travel agent Traveloka. Populasi yang menjadi fokus penelitian adalah generasi Z di Kota Semarang yang telah menggunakan Traveloka minimal 2 kali. Tipe penelitian ini adalah explanatory research dan teknik pengambilan sampel non-probability sampling dengan metode accidental dan purposive sampling. Sampel pada penelitian berjumlah 97 responden pengguna Traveloka yang berdomisili di Kota Semarang. Analisis data menggunakan SPSS for Windows Versi 25.0. Hasil penelitian menunjukkan bahwa: (1) brand image (X1) memiliki pengaruh positif dan signifikan terhadap keputusan pembelian (Y), (2) electronic word of mouth (X2) memiliki pengaruh positif dan signifikan terhadap keputusan pembelian (Y), (3) brand image dan electronic word of mouth secara simultan berpengaruh positif dan signifikan terhadap keputusan pembelian (Y). Saran dalam penelitian ini adalah Traveloka dapat mengoptimalkan brand image dan electronic word of mouth secara lebih baik agar dapat meningkatkan keputusan pembelian Traveloka.Kata Kunci: Brand Image; Electronic Word of Mouth; Keputusan Pembelian