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All Journal Jurnal Manajemen Bisnis The Asian Journal of Technology Management (AJTM) EKONOMIS : Journal of Economics and Business Jurnal Pengabdian kepada Masyarakat Nusantara Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) Jurnal Pengabdian Masyarakat dan Riset Pendidikan EMAS
Dwinata JS, I Putu Wahyu
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : EMAS

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PENGARUH ONLINE CUSTOMER REVIEW, BRAND IMAGE, DAN BRAND TRUST TERHADAP MINAT BELI KONSUMEN PADA MARKETPLACE LAZADA DI KOTA DENPASAR Sukmawati, Ni Ketut Tiara; Suardhika, I Nengah; Dwinata JS, I Putu Wahyu
EMAS Vol. 6 No. 4 (2025): EMAS
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36733/emas.v6i4.4271

Abstract

Perkembangan pasar online di Indonesia telah mendorong persaingan yang semakin ketat di antara berbagai marketplace, termasuk Lazada. Sebagai salah satu platform terkemuka, Lazada menghadapi tantangan serius akibat penurunan signifikan jumlah pengunjung situs pada tahun 2023, yang mengindikasikan minat beli pada Marketplace Lazada juga menurun. Dalam upaya memahami penyebabnya, faktor seperti online customer review, brand image, dan brand trust menjadi fokus utama karena ketiganya diyakini berperan penting dalam membangun minat beli konsumen. Penelitian ini bertujuan untuk menganalisis pengaruh online customer review, brand image, dan brand trust terhadap minat beli konsumen di Marketplace Lazada di Kota Denpasar. Populasi penelitian adalah konsumen Marketplace Lazada yang berdomisili di Denpasar. Sampel pada penelitian ini sebanyak 96 responden yang ditentukan berdasarkan metode purposive sampling. Alat analisis yang digunakan untuk menguji hipotesis adalah dengan menggunakan bantuan bantuan program SPSS 25 (Statistical Package of Social Science) for Windows. Hasil penelitian menunjukkan bahwa online customer review dan brand image masing-masing berpengaruh positif dan signifikan terhadap minat beli konsumen marketplace Lazada. Namun, brand trust tidak berpengaruh signifikan terhadap minat beli konsumen pada marketplace Lazada.
The Effects of Customer Trust, Service Quality, And Customer Experience on Customer Loyalty at Kintamani Jeep Tour Yusita, Nyoman; Mitariani, Ni Wayan Eka; Dwinata JS, I Putu Wahyu
EMAS Vol. 7 No. 5 (2026): EMAS
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Mahasaraswati Denpasar.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36733/emas.v7i5.14124

Abstract

Customer loyalty is a critical factor to consider. A company’s success is determined by its ability to build customer loyalty. This study aims to examine the influence of customer trust, service quality, and customer experience on customer loyalty at Kintamani Jeep Tour. The study was conducted at Kintamani Jeep Tour via an online survey targeting the company’s active Instagram followers. The sample for this study consisted of 90 individuals who had used Kintamani Jeep Tour’s services at least twice. The sampling technique employed in this study was purposive sampling, with data collection conducted through observation, interviews, questionnaires, and documentation. The data analysis technique used in this study was linear regression analysis using SPSS version 26. Based on the analysis results, this study indicates that customer trust has a positive and significant effect on customer loyalty toward Kintamani Jeep Tour. This means that the higher the customer trust, the greater the customer loyalty toward Kintamani Jeep Tour. Service quality has a positive and significant effect on customer loyalty toward Kintamani Jeep Tour. This implies that the better the service quality, the higher the customer loyalty toward Kintamani Jeep Tour will be. Customer experience has a positive and significant effect on customer loyalty toward Kintamani Jeep Tour. This implies that the better the customer experience, the higher the customer loyalty toward Kintamani Jeep Tour will be.
Co-Authors Eka Setiawati, Luh Pande I Made Aditya Wardana I Nengah Suardhika Julianti Pambudi, Yustikarani Made Pradnyan Permana Usadi Mentari, Ni Made Indah Mentari Ni Made Dwi Puspitawati Ni Putu Yeni Astiti Ni Wayan Eka Mitariani Pradnyan Permana Usadi, Made Putra Nugraha, Dewa Made Dwicky Salain, Putu Pradiva Putra Sukmawati, Ni Ketut Tiara Usadi, Made Pradnyan Permana Wibawa, I Wayan Sucipta Yuninata, Dama Yusita, Nyoman Yustikarani Julianti Pambudi