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All Journal Majalah Ilmiah Bijak Jurnal Ekonomi Manajemen Sistem Informasi JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Ilomata International Journal of Management Asian Management and Business Review East Asian Journal of Multidisciplinary Research (EAJMR) Indonesian Journal of Business Analytics (IJBA) Jurnal Ilmu Multidisplin Innovative: Journal Of Social Science Research International Journal of Asian Business and Management (IJABM) Indonesian Journal of Sustainability Accounting and Management JURNAL ABDIMAS TRANSPORTASI & LOGISTIK International Journal of Economics and Management Sciences Greenation International Journal of Economics and Accounting Jurnal Pengabdian Masyarakat dan Penelitian Terapan Atestasi : Jurnal Ilmiah Akuntansi Journal of Management
Ika Utami Yulihapsari
Institut Transportasi Dan Logistik Trisakti
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Transportation Other

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The Influence Intervening of Trust on Purchase Intention with the Moderating Effect of Gender Marthaleina Ruminda; Yuliantini Yuliantini; Yulianti Keke; Indriyati Indriyati; Ika Utami Yulihapsari
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.3989

Abstract

High-quality information and services are expected to increase customer confidence in the online market. Customer trust is expected to increase customer buying interest, regardless of gender. This study aims to investigate the increase in consumer buying interest through trust as an intervening variable and gender as a moderation variable. The population in this study is online market customers. Meanwhile, the research sample amounted to 306 customers located in the Jakarta area. This study uses a quantitative descriptive method. Validity tests and reliability tests are carried out to find out that the indicators used meet the research requirements. Next, a research model test was carried out. The data analysis techniques used include path analysis and Structural Equation Modeling (SEM). Test the model using SmartPLS 4 software. The study found that high-quality information and services significantly increased customer buying interest. The results of the direct hypothesis test and the hypothesis test were not directly accepted, except for the indirect hypothesis test regarding the indirect influence of confidence on buying interest moderated by gender variables. Further research is expected to develop similar research variables and indicators so that it can strengthen the results of this research.
Logistics value co-creation in sustainable last-mile delivery: Evidence from parcel lockers in Indonesia Lesmini, Lis; Firdaus, Muhammad Iqbal; Agusinta, Lira; Yulihapsari, Ika Utami
Asian Management and Business Review Volume 6 Issue 2, 2026
Publisher : Master of Management, Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20885/AMBR.vol6.iss2.art13

Abstract

Indonesia’s rapid e-commerce growth has intensified pressure on last-mile delivery (LMD) systems, making sustainable and consumer-centric solutions increasingly urgent. While self-collection parcel (SCP) lockers offer promising alternatives to conventional home delivery, their adoption remains limited despite mounting urban logistics inefficiencies. Drawing on service-dominant logic (SDL), this study examines how logistics value, utilitarian and hedonic orientations, and environmental knowledge influence consumers’ willingness to co-create and, subsequently, their intention to adopt SCPs. A quantitative cross-sectional survey was administered to 235 online shoppers in Greater Jakarta, selected through purposive sampling from a target population of active online marketplace users with prior e-commerce experience. Data were collected electronically via a structured questionnaire distributed through online channels and analyzed using partial least squares structural equation modeling (PLS-SEM). Results confirm that logistics value, utilitarian orientation, hedonic orientation, and environmental knowledge each positively influence willingness to co-create. Furthermore, willingness to co-create and environmental knowledge directly and significantly predict SCP adoption intention. These findings advance SDL theory by positioning consumers as active operant resources in sustainable logistics ecosystems, moving beyond traditional efficiency-based perspectives. The study also contributes empirical evidence from a developing urban market, broadening the applicability of co-creation frameworks in contexts where infrastructure limitations and environmental awareness remain uneven. Practical guidance is offered for designing co-creation-oriented SCP services aligned with consumer motivations and sustainability goals.
Analysis of Customer Loyalty Influenced by E-Service Quality and Promotion through Consumer Satisfaction as Mediation Variable Ika Utami Yulihapsari; Rully Indrawan; Juliater Simarmata; Munawaroh Zainal
Ilomata International Journal of Management Vol. 6 No. 3 (2025): July 2025
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v6i3.1579

Abstract

This study aims to analyze the effect of E-Service Quality and Promotion on consumer loyalty, with consumer satisfaction as a mediating variable. In January 2024, a survey was conducted on 105 respondents based on TopBrand survey data. This survey was used to test the validity and reliability of the instrument and test the hypothesis to identify direct and indirect influences between the research variables. The results of the study indicate that E-Service Quality and Promotion have a direct influence on consumer satisfaction and loyalty. In addition, E-Service Quality and Promotion indirectly affect consumer loyalty through consumer satisfaction. The practical implications of these findings emphasize that efforts to improve service quality and positive promotional strategies can be a strategic step in increasing consumer satisfaction, ultimately contributing to customer loyalty. The findings of this study provide strategic insights for companies, especially in the technology-based service sector, such as delivery services or e-commerce. Companies need to improve the quality of electronic services by ensuring a reliable, fast, secure, and easy-to-use platform and providing responsive customer service.
The Role of E-Service Quality and Price Perception: Key to Increasing Loyalty through Consumer Satisfaction Ika Utami Yulihapsari; Rully Indrawan; Juliater Simarmata; Munawaroh Zainal
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 6 No 2 (2025): Maret
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i2.3941

Abstract

Purpose: This study aims to analyse the effect of E-Service Quality and Price Perception on consumer loyalty, with consumer satisfaction as a mediating variable. Methodology/Approach: In January 2024, a survey was conducted on 105 respondents based on TopBrand survey data. The sampling process used the Roscoe technique and the probability sampling method. This survey was used to test the validity and reliability of the instrument and to test the hypothesis to identify the direct and indirect effects between research variables. The study indicates that e-service quality directly affects customer satisfaction and loyalty. Results/Findings: Price perception plays an important role in shaping customer satisfaction and loyalty, where customers who consider prices fair and in line with the value, they receive are likely to feel higher Satisfaction and stronger loyalty. Satisfaction, in turn, acts as a mediator, increasing the positive impact of e-service quality and price perception on loyalty.Conclusions: E-service quality and price perception significantly influence customer satisfaction and loyalty, with satisfaction acting as a mediator in strengthening these relationships. Businesses must enhance service reliability, responsiveness, and user-friendliness while ensuring competitive and transparent pricing to improve customer retention. Implementing data-driven strategies, proactive communication, and technological innovations will further sustain long-term customer satisfaction and loyalty.Limitations: The study only focuses on the logistics sector (J&T and JNE), so the results may not apply to other industries.Contribution: Highlights the relevance of the Expectancy Disconfirmation Theory (EDT) in digital services.
Co-Authors Abdul Ghafar Abel Abel Agusinta, Lira Aisyah Rahmawati Arsya Nadira Syafiudin Azmieti Kurnia Sinta Edi Abdurachman Enny Haryanti Euis Saribanon, Euis Fikri Ikhwansyah Gani, Intan Maesti Herlina Herlina Honny Fiva Akira Indriyati Indriyati Jermanto Setia Kurniawan Josua Panatap Soehaditama Juliater Simamarta Juliater Simarmata Juniawan Mandala Kusmayadi, Dimas Rizki Langas Denny Siahaan Lastiar Melanie Fiorella Lis Lesmini M. Arif Hernawan Maianto, Teguh Marthaleina Ruminda Maya Sova Moch Arif Hernawan Muammar Farhan Falahi Muhammad Iqbal FIrdaus, Muhammad Munawaroh Zainal Munawaroh Zainal Nashrullah Nashrullah Nashrullah Nasrullah Nasrullah Octaviani, Reni Dian Olfebri Osman Arofat, Osman Ozali, Imam Panggabean, Helena Louise Perwitasari, Erni Pratiwi Prima Widiyanto Primadi Candra Susanto Putri Alya Kamila Rafi, Salahudin Roswan Kasim Rully Indrawan Rully Indrawan Sarbanon, Euis Silaen, Yuli Silalahi, Dapot Hamonangan Siti Nurhayati suryawan, ryan firdiansyah Teddy Hardiand Undang Juju Widiyanto, Prima Wynd Rizaldy Yulianti Keke Yuliantini Yuliantini Yuliantini Zainal, Munawaroh