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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 Journal Of Economic Sciences (Ekuisci) International Journal of Accounting and Management Information Systems
Heppy Millanyani
Universitas Telkom
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Pengaruh Service Quality Dan Perceived Value Terhadap Customer Satisfaction Melalui Trust Sebagai Variabel Mediasi Pada Layanan Gofood Oktaviani, Intan; Millanyani, Heppy
eProceedings of Management Vol. 11 No. 2 (2024): April 2024
Publisher : eProceedings of Management

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Abstract

Kemajuan teknologi dan penggunaan internet telah memberikan dampak besar terhadap pertumbuhan industri ecommercepesan antar makanan di Indonesia. Hal itu menyebabkan persaingan industri yang e-commerce pesan antarmakanan semakin ketat, untuk menciptakan pelayanan terbaik dalam memenuhi kepuasan pelanggan. Penelitian inibertujuan untuk mengeksplorasi dampak dari kualitas layanan SERVQUAL dan nilai yang dirasakan terhadapkepuasan pelanggan dalam konteks layanan GoFood, dengan kepercayaan sebagai faktor mediasi. Pendekatan yangdigunakan ialah kuantitatif, dengan mengumpulkan data melalui kuesioner dari individu di Indonesia yang telahmenggunakan layanan GoFood dalam tiga bulan terakhir. Structural Equation Modeling (SEM) yang dilakukandengan menggunakan perangkat lunak SmartPLS 3.2.9 adalah metode yang dipilih untuk analisis. Temuanmenunjukkan bahwa kualitas layanan, nilai yang dirasakan, dan kepercayaan memiliki pengaruh positif dan signifikansecara statistik terhadap kepuasan pelanggan pada layanan GoFood. Namun, penelitian ini tidak menunjukkan bahwakepercayaan berperan dalam meningkatkan hubungan antara kualitas layanan dan kepuasan pelanggan. Sebaliknya,kepercayaan berperan sebagai mediator dalam hubungan antara nilai yang dirasakan dan kepuasan pelanggan. Kata Kunci-kualitas layanan, persepsi nilai, kepuasan pelanggan, kepercayaan, Layanan Gofood
Pengaruh Moderasi Peringkat Bintang Terhadap Kualitas Layanan Dan Kepuasan Pelanggan Hotel Travello Bandung Syahla, Mutiara; Millanyani, Heppy
eProceedings of Management Vol. 11 No. 2 (2024): April 2024
Publisher : eProceedings of Management

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Abstract

Kota Bandung mempunyai daya tarik unik bagi wisatawan dari segi budaya, hingga destinasi wisata yang disuguhkan,perhotelan adalah sarana utama dalam kepariwisataan, hal ini menimbulkan persaingan yang ketat pada industri. HotelTravello Bandung, salah satu hotel yang berada dekat tempat wisata, untuk itu Travello hotel Bandung mengupayakankualitas layanan terbaiknya. Penelitian memiliki tujuan untuk menggaambarkan mutu layanan, kepuasan pelanggan,dan kepuasan pelanggan. Kualitas layanan kemampuan untuk memenuhi kebutuhan pelanggan secara tersirat.Peringkat bintang indikasi dari tingkat penjualan terhadap produk maupun jasa. Kepuasan pelanggan perbandingankualitas layanan yang dirasakan pembeli dengan apa yang dihingkan konsumen. Penelitian ini menggunakan dimensiService Quality in Hotel yang terdiri dari 10 dimensi. Metode penelitian menggunakan metode kuantitatif, dengantujuan prediktif, karakteristik penelitian berdasarkan dimensi waktu cross sectional method, dan unit analisis individu.Sampel penelitian merupakan pelanggan hotel Travello Bandung sejumlah 385 orang, teknik analisis data denganPLS-SEM menggunakan software SmartPLS 4.0. Pada penelitian ini 10 dimensi secara positif mempengaruhikepuasan pelanggan. Selain itu peringkat bintang memoderasi hubungan antara dimensi kualitas layanan dan kepuasanpelanggan. Dari hasil penelitian, peneliti menyarankan perusahaan untuk lebih meningkatkan kembali dari segi aspekfood and beverage karena presentase terkecil dalam hasil penelitian terdapat pada variable food and beverage. Kata Kunci-kualitas pelayanan, kepuasan pelanggan, peringkat bintang
Dampak Consumer-Based Brand Equity pada Consumer Attitude dan Consumer Intention terhadap Electronic Word Of Mouth (E-WOM) pada Brand Somethinc Muhammad Ramadheo Nugraha; Heppy Millanyani; Eva Nurhazizah
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 6 No. 8 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v6i8.3546

Abstract

The purpose of this study is to ascertain how Consumer-Based Brand Equity affects Consumer Attitudes and intentions when it comes to electronic word-of-mouth (e-WOM) for the Somethinc brand. The Consumer-Based Brand Equity hypothesis is used in this study to evaluate a model that illustrates how Consumer Attitude, intention, and e-WOM for the Somethinc brand are influenced by Consumer-Based Brand Equity.This study uses a cross-sectional approach and is quantitative in nature. Indonesian customers of Certain brands make up the population. Purposive sampling was used to determine the sample size, and 150 respondents met the criterion of being current Somethinc brand consumers. Using the SmartPLS 3.0 software, structural equation modeling, or SEM, is the data analysis method employed.The study's findings show that: (1) Consumer Attitude Toward the Somethinc brand is positively and significantly impacted by Brand Image . (2) Consumer Attitudes toward the Somethinc brand are positively and significantly impacted by brand awareness. (3) Consumer Intention to participate in e-WOM for the Somethinc brand is positively and significantly impacted by Brand Image . (4) Consumer Intention to participate in electronic word-of-mouth (e-WOM) for the Somethinc brand is positively correlated with brand awareness.The study's findings and suggestions indicate that the Somethinc brand needs to strengthen and enhance its Brand Image in the eyes of consumers through strategies such as broader advertising campaigns, a strong presence on social media, and active consumer engagement. Future research is recommended to test the model on other brands and compare the results, as well as to examine other factors that may influence e-WOM.
Pengaruh Customer engagement Terhadap Brand loyalty Dengan Variabel Mediasi Brand attachment dan Customer trust (Studi Pada Pelanggan Agoda Indonesia) Putra, Dicky Andika; Millanyani, Heppy
eProceedings of Management Vol. 12 No. 5 (2025): Oktober 2025
Publisher : eProceedings of Management

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Abstract

Dalam beberapa tahun terakhir, perkembangan teknologi digital telah membawa dampak signifikan terhadapberbagai industri, termasuk industri pariwisata. Kemudahan dalam mencari dan memesan tiket pesawat, hotel,serta paket wisata secara daring telah menarik banyak pengguna untuk beralih ke Platform digital. Di tengahpertumbuhan ini, loyalitas merek menjadi salah satu kunci keberhasilan Platform digital seperti Agoda dalammempertahankan pangsa pasar yang kompetitif. Penelitian ini menggunakan metode kuantitatif untuk mencapaitujuan tersebut. Teknik pengambilan sampel secara non-probability sampling dengan memakai metode purposivesampling. Sampel yang digunakan sebanyak 291 responden dengan kriteria pelanggan Agoda di Indonesia yangpernah melakukan transaksi. Kemudian, pengguna Instagram yang mengikuti akun media sosial Instagram@agodaindonesia serta pernah berinteraksi dengan akun tersebut baik menyukai, memberi komentar, ataupunmembagikan postingan yang ada pada akun Instagram @agodaindonesia minimal selama 3 bulan terakhir.Pengumpulan data dilakukan melalui kuesioner online melalui Google Form. Adapun teknik analisis data yangdilakukan yakni dengan Structural Equation Modeling (SEM) yang diproses menggunakan SmartPLS. Meskipuncustomer engagement secara mandiri juga berdampak positif dan signifikan terhadap brand loyalty, dampaknyaakan jauh lebih kuat jika didukung oleh ikatan emosional yang mendalam.Kata Kunci: Teknologi digital, pariwisata, pelanggan, loyalitas merek
What motivates indonesian customers to transact with specific merchants? investigating preferences in the BRImo application using the UTAUT model Putra, M. Rezky Dwi; Millanyani, Heppy
International Journal of Accounting and Management Information Systems Vol. 3 No. 2 (2025): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijamis.v3i2.3691

Abstract

Purpose: This study examines the key factors that motivate Indonesian customers to transact with specific merchants through the BRImo application. Despite having 35 million users, BRImo underperforms compared to m-BCA in transaction volume due to technical and usability issues. Methodology: Data were collected through online questionnaires distributed via social media to 400 respondents. The data were processed using Excel and analyzed using PLS-SEM to assess direct and indirect effects among UTAUT-related variables. Results: Only three of fourteen hypotheses were supported. Effort Expectancy significantly influences Behavioural Intention (T = 2.195; p = 0.028), Promotional Activities show the strongest effect (T = 213.548; p = 0.000), and Behavioural Intention significantly affects Use Behaviour (T = 9.698; p = 0.000). Traditional UTAUT predictors Performance Expectancy, Social Influence, and Perceived Enjoyment were not significant. Conclusion: BRImo adoption is driven primarily by ease of use and strong promotional activities. BRI should prioritize improving app performance and expanding promotional programs to increase user engagement and competitiveness. Limitations: The study uses self-reported online data and a sample limited to active social media users, which may limit generalizability. It also excludes contextual factors such as security, literacy, and cultural influences. Contributions: The study provides insight into mobile banking adoption in Indonesia, showing the limited relevance of traditional UTAUT variables and emphasizing the roles of usability and promotional strategies.
What motivates indonesian customers to transact with specific merchants? investigating preferences in the BRImo application using the UTAUT model Putra, M. Rezky Dwi; Millanyani, Heppy
International Journal of Accounting and Management Information Systems Vol. 3 No. 2 (2025): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijamis.v3i2.3691

Abstract

Purpose: This study examines the key factors that motivate Indonesian customers to transact with specific merchants through the BRImo application. Despite having 35 million users, BRImo underperforms compared to m-BCA in transaction volume due to technical and usability issues. Methodology: Data were collected through online questionnaires distributed via social media to 400 respondents. The data were processed using Excel and analyzed using PLS-SEM to assess direct and indirect effects among UTAUT-related variables. Results: Only three of fourteen hypotheses were supported. Effort Expectancy significantly influences Behavioural Intention (T = 2.195; p = 0.028), Promotional Activities show the strongest effect (T = 213.548; p = 0.000), and Behavioural Intention significantly affects Use Behaviour (T = 9.698; p = 0.000). Traditional UTAUT predictors Performance Expectancy, Social Influence, and Perceived Enjoyment were not significant. Conclusion: BRImo adoption is driven primarily by ease of use and strong promotional activities. BRI should prioritize improving app performance and expanding promotional programs to increase user engagement and competitiveness. Limitations: The study uses self-reported online data and a sample limited to active social media users, which may limit generalizability. It also excludes contextual factors such as security, literacy, and cultural influences. Contributions: The study provides insight into mobile banking adoption in Indonesia, showing the limited relevance of traditional UTAUT variables and emphasizing the roles of usability and promotional strategies.
The effect of social media marketing, electronic word-of-mouth, brand image on purchase intention Aldan Mutia Ramadhan; Heppy Millanyani
JPPI (Jurnal Penelitian Pendidikan Indonesia) Vol. 10 No. 4 (2024): JPPI (Jurnal Penelitian Pendidikan Indonesia)
Publisher : Indonesian Institute for Counseling, Education and Theraphy (IICET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29210/020244176

Abstract

Social media has the huge impact nowadays era. Every sector uses social media as one tool to engaged with to viewer instead of marketing.  This research focuses on the process of selecting a coffee shop, exploring the influence of factors such as social media marketing, brand image, and eWOM on consumer purchase intention. The study employs the SEMPLS method to investigate the relationships between Social Media Marketing, eWOM, Brand Image, and Purchase Intention among consumers in Kuningan. Data were collected from consumer responses in Kuningan. This research is using quantitative approach, data collected using a questionnaire with the sample size comprises 150 consumers in Kuningan. Whereas it. Findings indicate that social media marketing significantly influences purchase intention, brand image, and electronic word-of-mouth (eWOM) within the coffee industry of Kuningan. Positive eWOM correlates with higher purchase intentions. However, contrary to expectations, brand image did not demonstrate a significant impact on purchase intention. For coffee shop owner, these findings offer actionable insights into crafting effective marketing strategies tailored to the unique dynamics of smaller town contexts. By understanding and leveraging these nuances, businesses can better position themselves amidst fierce socicompetition, ultimately enhancing their market presence and consumer appeal.
The influence of electronic service quality and perceived value on customer loyalty with electronic trust and customer satisfaction as mediating variables on the Agoda application Riswanda, Aisyah Zahra; Millanyani, Heppy
Annals of Human Resource Management Research Vol. 5 No. 2 (2025): June
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v5i2.3161

Abstract

Purpose: This study examines how e-service quality and perceived value influence customer loyalty on Agoda, with e-trust and customer satisfaction as mediators. Although prior studies link high service quality to strong loyalty, Agoda shows otherwise, revealing a gap addressed through an integrated loyalty model. Methodology: The research adopts a quantitative approach using purposive sampling. A total of 384 respondents of Agoda users in Indonesia were surveyed through an online questionnaire. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0 and supplemented by Importance-Performance Map Analysis (IPMA). Results: The results reveal that e-service quality has the most substantial total effect on customer loyalty, surpassing perceived value. However, its low performance score positions it as a critical area for improvement. Both e-trust and customer satisfaction significantly mediate the relationship between the independent and dependent variables. Conclusions: Based on the problem formulation, hypotheses, results, and discussion, it can be concluded that e-service quality and perceived value influence customer loyalty on the Agoda application through e-trust and customer satisfaction as mediating variables. Limitations: This study is limited to users of the Agoda platform in Indonesia, which may reduce its generalizability to other countries or OTAs. The study provides actionable insights for OTA platforms, particularly Agoda, in designing strategies to improve loyalty through digital service enhancement and value optimization. Contribution: This study uniquely investigates the mediating role of e-trust and customer satisfaction in the Agoda context, where loyalty issues persist despite positive service perception, an area previously underexplored in OTA research. Novelty: This study highlights a novel approach by examining the mediating roles of e-trust and customer satisfaction in the relationship between e-service quality and perceived value on customer loyalty in the context of Agoda.
The Influence of E-Service Quality and Brand Image on Customer E-Loyalty Through Customer E-Satisfaction Among PLN Mobile Users in PT. PLN UIW Bangka Belitung Kharisma, Rahmat Abdul; Millanyani, Heppy
Jurnal Ekuisci Vol 3 No 4 (2026): Vol 3 No 4 March 2026
Publisher : Ann Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62885/ekuisci.v3i4.1126

Abstract

Background. This study examines the determinants of digital customer loyalty in public utility services through The Influence of E-Service Quality and Brand Image on Customer E-Loyalty Through Customer E-Satisfaction Among PLN Mobile Users in PT. PLN UIW Bangka Belitung. Despite high installation rates of PLN Mobile, active user engagement remains relatively low, indicating a gap between adoption and sustained usage behavior. Methods. A quantitative explanatory research design was employed using purposive sampling of 437 PLN Mobile users in PT. PLN UIW Bangka Belitung. Data were collected through structured questionnaires and analyzed using Structural Equation Modeling based on Partial Least Squares to evaluate measurement and structural relationships. Results. The findings indicate that e-service quality and brand image significantly and positively influence customer e-satisfaction. Customer e-satisfaction demonstrates the strongest direct effect on customer e-loyalty. The total effect analysis confirms that e-service quality and brand image exert significant overall influence on customer e-loyalty through both direct and mediated pathways. The structural model shows substantial explanatory power in predicting digital loyalty behavior within a public utility context. Conclusions. This study confirms that e-service quality and brand image exert significant total effects on customer e-loyalty through the mediating role of customer e-satisfaction. Customer e-satisfaction serves as the primary explanatory mechanism that converts digital service performance and brand perception into sustained loyalty behavior within a public utility context. The findings imply that strengthening application reliability, personalization features, and brand credibility is essential to enhance long-term digital engagement and retention in public sector service platforms.
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 Kharisma, Rahmat Abdul 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