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All Journal E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Sosioteknologi Panggung Jurnal Manajemen Indonesia Journal of Economic, Bussines and Accounting (COSTING) J-MAS (Jurnal Manajemen dan Sains) JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan) Besaung : Jurnal Seni Desain dan Budaya Jurnal Ilmiah Edunomika (JIE) EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal Of Science, Technology & Management (IJSTM) Asian Management and Business Review Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Jurnal Pengabdian Masyarakat Akademisi Annals of Human Resource Management Research Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Eduvest - Journal of Universal Studies eProceedings of Management Community Service Seminar and Community Engagement (COSECANT) Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Inovasi Global Jurnal Penelitian Pendidikan Indonesia Adpebi Science Series International Journal of Accounting and Management Information Systems
Heppy Millanyani
Universitas Telkom
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Journal : International Journal Of Science, Technology

 1 
The Influence Of E-Service Quality Dimensions On E-Customer Satisfaction And Its Impact On E-Customer Loyalty Tiket.Com Athallah Naufal, Muhammad; Millanyani, Heppy; Trianasari, Nurvita
International Journal of Science, Technology & Management Vol. 5 No. 1 (2024): January 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i1.1025

Abstract

The problem that is often experienced by companies in the field of online transportation services such as travel agencies is the quality of service provided. Most consumers are dissatisfied with the services provided. These problems make researchers interested in further examining the level of consumer satisfaction with the services provided and analyzing consumer loyalty in using the travel agency application in the form of tiket.com. The implementation of this research implements a descriptive quantitative method with the data collection technique, namely a questionnaire. Then the sample selection method applies non-probability sampling of the purposive sampling type and 260 respondents are obtained. While the data analysis implements hypothesis testing in the form of SEM-PLS. Based on the test results and analysis conducted, it was found that 1) e-customer satisfaction is positively influenced insignificantly by site organization; 2) e-customer satisfaction is not positively influenced by efficiency; 3) e-customer satisfaction is positively influenced insignificantly by responsiveness; 4) e-customer satisfaction is positively influenced by user friendliness; 5) e-customer satisfaction is positively influenced insignificantly by personal needs; 6) e-customer satisfaction is positively influenced by fulfillment; and 7) e-customer satisfaction is positively influenced by security
The Effect of Social Media Marketing Activities Through Brand Awareness and Brand Image on Brand Loyalty and Emotional Attachment in Traveloka Nadino Rinaldi, Muhammad Adrian Daffa; Heppy Millanyani; Nurvita Trianasari
International Journal of Science, Technology & Management Vol. 5 No. 1 (2024): January 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i1.1061

Abstract

Growth technology Which fast especially development Internet in Indonesia Which give Lots Of convenience for do interaction. See development Internet Which so fast proven with increasing Internet and social media use in Indonesia. The purpose of this research is to determine the influence of social media marketing activities on brand loyalty and emotional attachment and brand equity which includes brand awareness and brand equity mediates the relationship between the two variables. Traveloka is the object of this research is company Which move on field industry tourist. Method study Which used in study This is method quantitative by collecting data through questionnaires that use scales likert. The number of samples taken in this research was 250 respondents. Criteria Which used for respondents covers followers from Instagram Traveloka And Already do transaction minimum 2x. Analysis data use Structural Equation Modeling (SEM) and processed using Smart software PLS-SEM. Keywords: Social Media Marketing Activities, Brand Equity, SEM PLS, E-Tourism
The Effect of E-WOM on Social Media Marketing on Purchase Intention (Case Study: Gallery Vinna) Rizka Utami, Fany; Ariyanti, Maya; Millanyani, Heppy
International Journal of Science, Technology & Management Vol. 5 No. 5 (2024): September 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i5.1166

Abstract

This study aims to determine the effect of social media marketing through online word of mouth on purchase intention on the Tiktok Gallery Vinna platform as the object of research. The research method used is quantitative method, using an online survey by collecting 155 respondents. The data collected was analyzed with Smart PLS software to test the research hypothesis. The results showed that respondents' responses to Tiktok Gallery Vinna's social media received a good response, and respondents felt that the uploaded content could provide interesting and easy-to-understand information. Then, e-WOM has a significant effect on buying interest, and social media has the most influence on buying interest. The results also show that providing the latest information by utilizing social media can expand the network to attract buying interest in consumers. Therefore, this study examines the Tiktok platform which expands knowledge about the factors that influence attitudes and purchase intentions towards consumers through e-WOM, as well as the use of social media that have an impact on consumer purchase intentions. This research provides insight for SMEs who want to improve marketing strategies using social media.
The Influence of E-Service Quality And Perceived Value on Customer Loyalty Through E-Trust And Customer Satisfaction In The Klik Indomaret Application Ghasani Rahman, Navira; Millanyani, Heppy
International Journal of Science, Technology & Management Vol. 6 No. 4 (2025): July 2025
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v6i4.1282

Abstract

The rise of digital technology has fueled the growth of e-commerce in Indonesia, including mobile apps like Klik Indomaret, a digital platform by one of the country’s largest minimarket chains. Despite its convenience and user-friendly features, Klik Indomaret struggles with customer loyalty, as seen in moderate app ratings and mixed reviews. While previous studies show that e-service quality, perceived value, and e-trust can enhance satisfaction and loyalty, this relationship isn’t always consistent in practice. This study investigates the impact of e-service quality and perceived value on customer loyalty, with e-trust and satisfaction as mediating variables. Using a quantitative approach and PLS-SEM analysis of survey data from Klik Indomaret users, the research offers insights into digital consumer behavior and provides strategic recommendations for improving customer retention.
The Impact of Utilitarian, Hedonic, and Social Value on Purchase Intention through Customer Trust in Live Streaming: A Study of Wardah Beauty Products on TikTok Adabina Firlyani, Raisa; Millanyani, Heppy
International Journal of Science, Technology & Management Vol. 6 No. 4 (2025): July 2025
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v6i4.1319

Abstract

This study examines the relationships between utilitarian value, hedonic value, social value, trust in product, trust in platform, and purchase intention in the context of Wardah beauty products on TikTok live streaming. Using Structural Equation Model (SEM) with SmartPLS on 384 respondents, the research found that social value demonstrates the strongest influence on purchase intention (? = 0.368), followed by utilitarian value (? = 0.188) and hedonic value (? = 0.105). Notably, trust in platform significantly influences purchase intention (? = 0.171, p = 0.001), while trust in product does not (p = 0.810). The model explains 62.8% of purchase intention variance with strong predictive relevance (Q² = 0.420). Results indicate that social interactions and platform trust are more crucial than product-specific trust in driving consumer purchase decisions in live streaming commerce. These findings suggest that beauty brands should prioritise social engagement and platform reliability over traditional product-focused marketing strategies.
Co-Authors Adabina Firlyani, Raisa Aherliwan Rudawan, Rikman Alamsah, Deden Burhanudin Aldan Mutia Ramadhan Alysha Safitri Amalia Djuwita Andrieta Shintia Dewi Anesti Dila Ariyatman Angga Rusdinar Anggar Erdhina Adi Apon, Nathaleo Michel Ardio Sagita Ardy Aprilian Anwar Athallah Naufal, Muhammad Azahra, Tazkia Butar, Fanesa Widya Oktavia Butar Cantika Martianti Damayanti Octavia Eva Nurhazizah Fajar Sidiq Adi Prabowo Fitri, Fatharani Aghnia Gadis Andari Muslim Galuh Sudarawerti Ghasani Rahman, Navira Harry Sugih Anugrah Ilham Meidarlis Yefri Ilmayanti Nur Suriah Indira Rachmawati Iwut Tritoasmoro, Iwan Juliana, Ratna Khairani Ratnasari Siregar Linahtadiya Andiani M Ningdyah, Anrilia Ema Martha Tri Lestari Maya Ariyanti Monica Esperanza Muhammad Ramadheo Nugraha Mumtaza, Firga Alia Nadino Rinaldi, Muhammad Adrian Daffa Nugrahani, Rah Utami Nurlianti, Fitri Nurvita Trianasari Oktaviani, Intan Pramasti, Galuh Sekar Putra, Dicky Andika Putra, M. Rezky Dwi Raden Faris Fathin Ramadhan, Aldan Mutia Refi Rifaldi Windya Giri Riswanda, Aisyah Zahra Rizka Utami, Fany Rucika Rahmadina Salsabila, Fathya Hasya Salsabila, Naura Santos, Yosefine Gardiella Dos Sri Nurani Puspa Dewi Sri Rustiyanti Sriati Dwiatmini SURYANTI Sutanto, Rava Fachrie Syahla, Mutiara Syifa Alifia Tarandhika Tantra Wanda Listiani Yuhana Astuti