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All Journal Buletin Udayana Mengabdi Assets : Jurnal Ekonomi, Manajemen dan Akuntansi Jurnal Maneksi (Management Ekonomi Dan Akuntansi) JURNAL MANAJEMEN MOTIVASI JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam) YUME : Journal of Management Jurnal Mantik Al-Kharaj: Journal of Islamic Economic and Business Jurnal STEI Ekonomi ATRABIS: Jurnal Administrasi Bisnis (e-Journal) Jurnal Pengabdian UNDIKMA ABDI MOESTOPO: Jurnal Pengabdian pada Masyarakat Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat Golden Ratio of Mapping Idea and Literature Format ASEAN Marketing Journal Journal of International Conference Proceedings Jurnal Lentera Pengabdian Southeast Asian Journal of Management and Research ISCO Strata Business Review Joong-Ki Jurnal Polimesin Strata International Journal of Social Issues Multidiscience: Journal of Multidisciplinary Science Joong-Ki
Arif, Nina Fapari
UPN Veteran Yogyakarta
Religion Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Nursing Public Health Social Sciences Other

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PENERAPAN MODEL DELONE & MCLEAN UNTUK MENGUKUR KEBERHASILAN LAYANAN PENGADUAN APLIKASI PLN MOBILE PADA PT.PLN (PERSERO) CABANG LUWUK Subito, Junaptha Adrianto; Arif, Nina Fapari; Arifin, Andi Harmoko
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 15 No. 1 (2026): Jurnal Maneksi (Management Ekonomi Dan Akuntansi)
Publisher : Politeknik Negeri Ambon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31959/jm.v15i1.3769

Abstract

Introduction: This study measures the success rate of customer complaint services using the PLN Mobile application at PT. PLN (Persero) Luwuk Branch Office by applying the Delone and McLean (2003) model. The model examines the influence of System Quality, Information Quality, Service Quality, and Ease of Use on User Intention and Satisfaction, and their contributions to net benefits.Methods: A quantitative explanatory approach was used, based on a survey of 120 respondents who used the complaint feature. Data analysis was performed using Structural Equation Modeling (SEM) with a Partial Least Squares (PLS) approach in SmartPLS.Results: Of the eleven hypotheses tested, five were significant: System Quality had a positive effect on both User Intention and User Satisfaction; Ease of Use had a positive effect on User Satisfaction; and both User Intention and User Satisfaction had a positive effect on Net Benefit. On the other hand, six relationships were not significant: the influence of Service Quality and Information Quality on Intention to Use and User Satisfaction, as well as the effect of Ease of Use on User Intention and user satisfaction. This research contributes practical implications for improving applications and enriching theories regarding the adaptation of information system success models in the realm of digital public services. Keywords: Complaint Service, Delone and McLean’s Model, Information System Success, PLN Mobile, User Satisfaction
The Effect of Brand Love and Customer Satisfaction on Customer Loyalty for Nyai Mercon Products on TikTok with E-WOM as a Moderating Mustika Aryanti; Arif, Nina Fapari
JURNAL MANAJEMEN MOTIVASI Vol 22 No 1 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i1.8494

Abstract

This research examines the impact of brand love and customer satisfaction on customer loyalty toward Nyai Mercon products on TikTok, with e-WOM serving as a moderating factor. Data were collected from 187 customers who purchased through TikTok Shop using purposive sampling. Analysis using SmartPLS 4.0 with the SEM-PLS method revealed that both brand love and customer satisfaction have a significant impact on loyalty. E-WOM moderates the relationship between brand love and loyalty, but does not moderate the satisfaction–loyalty link. These results highlight the importance of emotional engagement, customer satisfaction, and active online interaction in enhancing the competitiveness of SMEs.
Co-Authors Alda Novitasari Andi Harmoko Arifin Arwin Yafi Rahmatullah Asmeati Asmeati Asri Sekar Mawar Firdausi Asri Sekar Mawar Firdausi Asrul Nur Budi Purnomo Saputro budi purnomo saputro Dwi Lestari Eka Muzalfitri Ridwan Fadilla , Kartika Tifania Fathi Habibatur Rahman Fathi Habibatur Rahman Firdausi, Asri Sekar Mawar Ginanjar, Dudung Hafidh Rifky Adiyatna Hamidah, Diana Rofi Hardiana, Shely Rizki Hendy Roesma Wardhana Ichsanudin, Muhammad Imam Prabowo, Imam Jayanti, Ansri M. Chothibul Umam Assa’ady Mawar Firdausi , Asri Sekar Meirani Harsasi Mustika Aryanti Nur Amin, Nur Nurmadhani Fitri Suyuthi Prabowo, Puspita Anggraeni Pradipa, Raditya Khayru Pranoto, Aditya Wahyu Primasari, Naresthi Sanusi, Nina Utami Setiawan, Ignatius Andre Setiawati, Anandia Ayu Setyani, Atik Shely Rizki Hardiana Shely Rizki Hardiana Sinta Putri Anggraini Subito, Junaptha Adrianto Sultan Tahang Tahang Tamrin, Andi Febriana Tantrianita, Rikma Tasrim, Tasrim Tri Wahyuningsih Widhy Tri Astuti Wisnalmawati Wisnalmawati Yoga Religia Yusriani Yusuf