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Purmono, Bintoro Bagus
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CUSTOMER LOYALTY NASABAH BSI: PERAN CUSTOMER SATISFACTION TERHADAP SERVICE QUALITY DAN COMPLAINT HANDLING Yuyun, Yuyun; Kalis, Maria Christiana Iman; Purmono, Bintoro Bagus; Afifah, Nur; Setiawan, Harry
JAMBURA: Jurnal Ilmiah Manajemen dan Bisnis Vol 8, No 2 (2025): JIMB - VOLUME 8 NOMOR 2 SEPTEMBER 2025
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37479/jimb.v8i2.34406

Abstract

Bank Syariah Indonesia dianggap sebagai instansi financial yang berlandaskan kaidah Islam dan nilai-nilai moral, yang menjadikannya pilihan utama bagi mayoritas penduduk Indonesia yang beragama Islam. Service quality yang baik dan complaint handling yang efektif, serta kemampuan bank dalam memenuhi harapan nasabah, memiliki dampak yang signifikan terhadap tingkat Customer Satisfaction, baik bagi nasabah yang menabung maupun yang menggunakan produk perbankan tersebut. Customer satisfaction tersebut kemudian berpengaruh terhadap customer loyalty dalam jangka panjang. Studi ini ingin mengevaluasi pengaruh Service Quality dan Complaint Handling oada Customer Loyalty, dengan Customer Satisfaction dijadikan variabel mediasi, di Bank Syariah Indonesia. Sebanyak 200 responden ditentukan melalui purposive sampling. Datanya didapati secara membagikan kuesioner serta dianalisa bermetode Structural Equation Modeling dengan Smart PLS. studi ini menghasilkan bila service quality dan complaint handling berkontribusi signifikan positif pada customer satisfaction, sevice quality dan complaint handling berkontribusi signifikan positif pada customer loyalty, custpmer satisfaction berkontribusi signifikan positif pada customer loyalty, dan customer satisfaction memediasikan pengaruh complaint handling serta service quality pada customer loyalty.
FAVORABLE BEHAVIORAL INTENTIONS GOFOOD PLUS: PERAN SATISFACTION TERHADAP PERFORMANCE EXPECTANCY DAN PRICE VALUE Okta, Dilla Melinia; Setiawan, Harry; Afifah, Nur; Purmono, Bintoro Bagus
JAMBURA: Jurnal Ilmiah Manajemen dan Bisnis Vol 8, No 2 (2025): JIMB - VOLUME 8 NOMOR 2 SEPTEMBER 2025
Publisher : Universitas Negeri Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37479/jimb.v8i2.34399

Abstract

Peralihan preferensi konsumen dari metode pembelian konvensional ke layanan pesan antar online semakin nyata, terutama di kalangan generasi muda yang mengutamakan kemudahan dan efisiensi. Keberhasilan GoFood PLUS dipengaruhi oleh Favorable Behavioral Intentions pengguna dan persepsi terhadap price value, yang pada akhirnya berdampak pada satisfaction serta keputusan mereka dalam menggunakan layanan tersebut. Dua faktor ini menjadi aspek utama yang ingin dicapai oleh GoFood PLUS dan merupakan kunci keberhasilan dalam industri layanan pesan-antar digital. Penelitian ini menganalisis pengaruh Performance Expectancy dan price value terhadap Favorable Behavioral Intentions serta tingkat satisfaction pengguna GoFood PLUS di Indonesia. Penelitian ini menggunakan pendekatan kausal asosiatif dengan tujuan mengungkap hubungan sebab dan akibat antara variabel yang dianalisis. Melalui metode kuantitatif dan pendekatan Structural Equation Modeling (SEM), pengumpulan data dilakukan untuk mendukung analisis dalam penelitian ini melalui kuesioner dari 206 responden yang merupakan pengguna GoFood PLUS di Indonesia. Penelitian ini menunjukkan bahwa performance expectancy berpengaruh terhadap favorable behavioral intentions baik secara langsung maupun tidak langsung dengan satisfaction sebagai mediasi, sedangkan price value hanya memengaruhi favorable behavioral intentions secara langsung tanpa melalui satisfaction.
Social Media Adoption and Business Performance: A Study of Student Entrepreneurial Small Businesses Purmono, Bintoro Bagus; Syahlidi, Goku; Videlya, Viola; Meliani, Dwi Rosita
Jurnal Mebis Vol. 10 No. 2: December 2025
Publisher : UPN "Veteran" Jawa Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33005/mebis.v10i2.761

Abstract

SMEs managed by students as entrepreneurs play a role in pushing innovation, growing economy, and creating fieldwork in the community. Students often have a better understanding of technology and trends, which allows them to utilise opportunities overlooked by older generations. One of the method, students use technology and trends through social media adoption in businesses. Research aims to study the influence of social media adoption on the performance of student entrepreneurial small businesses. The research method used is Structural Equation Modelling (SEM) with the help of AMOS statistics to test the connection between the independent and dependent, supporting the hypothesis proposed. Data were collected through a questionnaire with 220 respondents consisting of student entrepreneurs who have been operating a business for at least 1 year and adopting social media. The results show that social media adoption is influential and significant to the performance of student entrepreneurial small businesses.
Pelatihan Menjadi Agen Penjual Produk UMKM (Affiliate Marketing) Pada Aplikasi Shopee Dan Pembuatan Akun Facebook Profesional Bagi Ibu-Ibu PKK Di Desa Jeruju Besar Dela, Dela; Purmono, Bintoro Bagus; Mulyani, Destri Ayu; Jecilia, Lucky Jecilia; Apriliani, Anggela
Joong-Ki : Jurnal Pengabdian Masyarakat Vol. 5 No. 2: Februari 2026
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/joongki.v5i2.12320

Abstract

This community service activity aims to enhance the capacity of PKK women in Jeruju Besar Village in utilizing digital technology as a tool for marketing local MSME (Micro, Small, and Medium Enterprises) products. The training focused on two main areas: (1) becoming product affiliates through the Shopee Affiliate Marketing program, and (2) creating and managing Professional Facebook accounts as effective promotional media. The implementation methods included education sessions, live demonstrations, and guided hands-on practice. The results showed that participants were able to understand the basic concepts of affiliate marketing, create Shopee affiliate accounts, and manage Professional Facebook pages to promote local products. This training had a positive impact in fostering digital entrepreneurship and opening additional income opportunities for PKK women. It is hoped that similar initiatives can be continued to support technology-based community empowerment. Kegiatan pengabdian kepada masyarakat ini bertujuan untuk meningkatkan kapasitas ibu-ibu PKK di Desa Jeruju Besar dalam memanfaatkan teknologi digital sebagai sarana pemasaran produk UMKM. Pelatihan difokuskan pada dua aspek utama, yaitu (1) menjadi agen penjual melalui program Affiliate Marketing di aplikasi Shopee, dan (2) pembuatan serta pengelolaan akun Facebook Profesional sebagai media promosi yang efektif. Metode pelaksanaan kegiatan meliputi penyuluhan, demonstrasi langsung, dan pendampingan praktik. Hasil kegiatan menunjukkan bahwa peserta mampu memahami konsep dasar affiliate marketing, membuat akun afiliasi Shopee, serta mengelola akun Facebook Profesional untuk mempromosikan produk lokal. Pelatihan ini memberikan dampak positif dalam menumbuhkan semangat kewirausahaan digital dan membuka peluang pendapatan tambahan bagi ibu-ibu PKK di desa. Diharapkan kegiatan serupa dapat berkelanjutan guna mendorong pemberdayaan masyarakat berbasis teknologi.
The Impact of Trust and Negative E-WOM on Repurchase Intention: The Mediating Role of Satisfaction on Clarification: Study of Misleading Green Marketing on Disposable Gallon Lo, Audriana Septiani; Heriyadi, Heriyadi; Purmono, Bintoro Bagus
YUME : Journal of Management Vol 9, No 2
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yume.v9i2.11413

Abstract

Penelitian ini mengkaji pengaruh kepercayaan dan e-WOM negatif terhadap niat pembelian kembali, dengan kepuasan atas klarifikasi sebagai variabel mediasi. Isu ini muncul dari pemasaran hijau yang menyesatkan dari galon sekali pakai Le Minerale. Oleh karena itu, penelitian ini mengidentifikasi faktor-faktor yang memengaruhi niat pembelian kembali galon sekali pakai Le Minerale. Data dikumpulkan melalui kuesioner Google Form online dan dianalisis menggunakan Partial Least Squares-Structural Equation Modeling (PLS-SEM) dengan SmartPLS v4.0 dan bootstrapping untuk mediasi. Teknik pengambilan sampel yang digunakan adalah purposive sampling, dengan 200 responden. Hasil penelitian ini menunjukkan bahwa Kepercayaan memiliki pengaruh positif dan signifikan terhadap Kepuasan atas Klarifikasi dan Niat Pembelian Kembali. Di sisi lain, E-WOM Negatif memiliki pengaruh negatif dan tidak signifikan terhadap Kepuasan atas Klarifikasi, tetapi E-WOM Negatif memiliki pengaruh negatif dan signifikan terhadap Niat Pembelian Kembali. Selain itu, Kepuasan atas Klarifikasi terbukti memediasi pengaruh antara Kepercayaan dan Niat Pembelian Kembali, tetapi tidak signifikan dalam memediasi hubungan antara E-WOM Negatif terhadap Niat Pembelian Kembali. Temuan ini menegaskan bahwa kepercayaan, e-WOM negatif, dan kepuasan atas klarifikasi memainkan peran penting dalam meningkatkan niat pembelian kembali, terutama setelah suatu merek terlibat dalam pemasaran hijau yang menyesatkan. Kata Kunci: Kepercayaan, E-WOM negatif, Kepuasan terhadap Klarifikasi, Niat Pembelian Ulang.
Circular Economy Product: Pengaruh Perceived Quality dan Environmental Awareness terhadap Repurchase Intention melalui Customer Satisfaction (Case of Furniture) Andriano, Theo; Mustaruddin, Mustaruddin; Heriyadi, Heriyadi; Juniwati, Juniwati; Purmono, Bintoro Bagus
YUME : Journal of Management Vol 9, No 1
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yume.v9i1.11335

Abstract

Peningkatan limbah plastik mendorong industri furnitur menerapkan prinsip circular economy melalui pemanfaatan material daur ulang, seperti yang dilakukan oleh Olymplast. Namun, persepsi konsumen terhadap kualitas produk daur ulang dan tingkat kesadaran lingkungan masih menjadi faktor penting dalam membentuk niat pembelian ulang. Penelitian ini bertujuan menganalisis pengaruh Perceived Quality of Recycled Products dan Environmental Awareness terhadap Repurchase Intention dengan Customer Satisfaction sebagai variabel mediasi pada konsumen furnitur plastik daur ulang Olymplast di Indonesia. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 150 responden dan dianalisis menggunakan PLS-SEM melalui SmartPLS 4.0. Hasil penelitian menunjukkan bahwa Perceived Quality of Recycled Products dan Environmental Awareness berpengaruh positif dan signifikan terhadap Customer Satisfaction dan Repurchase Intention. Namun, Customer Satisfaction tidak berpengaruh signifikan secara langsung terhadap Repurchase Intention. Meskipun demikian, Customer Satisfaction terbukti berperan signifikan sebagai variabel mediasi. Temuan ini menegaskan bahwa persepsi kualitas dan kesadaran lingkungan merupakan faktor kunci dalam mendorong niat pembelian ulang produk furnitur berbasis circular economy.
Consumer Psychological Factors and Impulse Buying: The Moderating Role of Mindfulness among Generation Z QRIS Users Riyani, Indah; Pebrianti, Wenny; Komari, Nurul; Purmono, Bintoro Bagus; Setiawan, Harry
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1924

Abstract

The rapid adoption of QRIS-based digital payment systems has transformed Generation Z’s consumption patterns, particularly by increasing their tendency toward impulse buying. This study aims to examine the effects of spendception, cashless effect, and hedonic motivation on impulse buying, as well as the moderating role of mindfulness. This quantitative study involved 250 Generation Z respondents in Indonesia who had engaged in impulse buying using QRIS within the past six months. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that spendception, cashless effect, and hedonic motivation have positive and significant effects on impulse buying. Mindfulness weakens the influence of the cashless effect arising from transaction convenience and hedonic motivation driven by emotional pleasure. Conversely, mindfulness strengthens the effect of spendception on impulse buying, as a reduced perception of monetary loss makes transactional awareness insufficient to restrain purchasing impulses. These findings suggest that psychological processes in digital transactions are heterogeneous, depending on consumers’ cognitive and affective dynamics, and offer practical implications for consumers in managing impulsive purchasing tendencies in the era of digital payments.
Examining the Effects of Live Streamer and Product Characteristics on Purchase Intention: The Mediating Role of Emotional Trust in Social Commerce Riantika, Naswa; Pebrianti, Wenny; Fitriana, Ana; Ramadania; Purmono, Bintoro Bagus
Journal of Educational Management Research Vol. 5 No. 2 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i2.1958

Abstract

This study aims to examine the influence of live streamer characteristics and product characteristics on purchase intention, with emotional trust serving as a mediating variable in the context of live streaming commerce for religious products. A quantitative approach was employed using a survey method involving 201 respondents who had previously watched religious product live streaming sessions on a short-video commerce platform. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The findings reveal that live streamer characteristics—comprising professionalism, attractiveness, and interactivity—have a positive and significant effect on both emotional trust and purchase intention. Similarly, product characteristics, including perceived quality, price fairness, and practicality, significantly influence emotional trust and purchase intention. Emotional trust was found to play a significant mediating role in strengthening the relationship between both live streamer characteristics and product characteristics and consumers’ purchase intention. These results imply that in emotionally sensitive product contexts, consumers’ purchase decisions are shaped not only by functional and economic considerations but also by the development of emotional trust fostered through credible and interactive live streaming experiences. This study contributes to the social commerce literature by extending the understanding of emotional trust mechanisms in live streaming environments involving high emotional and religious sensitivity products.
PENGARUH ELECTRONIC WORD OF MOUTH DAN PRODUCT QUALITY TERHADAP PURCHASE DECISION SEPATU AEROSTREET DENGAN BRAND IMAGE SEBAGAI VARIABEL MEDIASI Saputra, Maulid Tommy; Purmono, Bintoro Bagus; Jaya, Arman; Afifah, Nur; Setiawan, Harry
Al-Idarah Vol 6 No 2 (2025): Al-Idarah : Jurnal Manajemen dan Bisnis Islam
Publisher : Fakultas Syariah dan Ekonomi Islam Universitas Ibrahimy

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35316/idarah.2025.v6i2.219-138

Abstract

This study aims to examine the influence of electronic word of mouth and product quality on purchase decisions, with brand image as a mediating variable, in the context of Aerostreet shoe products. A quantitative approach was employed using purposive sampling, with a total of 231 respondents. Data were analyzed using SmartPLS version 4 with the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The results show that electronic word of mouth and product quality have a direct effect on both brand image and purchase decisions. Furthermore, brand image has a significant influence on purchase decisions. Additionally, electronic word of mouth and product quality indirectly affect purchase decisions through brand image. These findings highlight the important role of digital communication and product quality in shaping brand image and influencing consumer purchasing decisions, particularly for local brands such as Aerostreet.
PENGARUH CAFE ATMOSPHERE DAN FOOD QUALITY TERHADAP REVISIT INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI DI KOPI JANJI JIWA INDONESIA Hazlirahman, Fajar; Kalis, Maria Christiana Iman; Purmono, Bintoro Bagus; Afifah, Nur; Setiawan, Harry
Al-Idarah Vol 6 No 2 (2025): Al-Idarah : Jurnal Manajemen dan Bisnis Islam
Publisher : Fakultas Syariah dan Ekonomi Islam Universitas Ibrahimy

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35316/idarah.2025.v6i2.201-218

Abstract

This study contributes to examining the influence of cafe atmosphere and food quality on revisit intention, with customer satisfaction as a mediating variable at Kopi Janji Jiwa. A quantitative method was employed using purposive sampling, involving 273 respondents. Data were analyzed using SmartPLS 4 with the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach. The hypothesis testing revealed that both cafe atmosphere and food quality significantly affect customer satisfaction. Furthermore, food quality and satisfaction directly influence revisit intention. However, cafe atmosphere does not have a direct impact on revisit intention but shows an indirect effect through customer satisfaction. These findings emphasize that food quality and cafe atmosphere play a crucial role in shaping customer satisfaction, which in turn drives revisit intention. Although cafe atmosphere was not found to have a direct effect, its influence becomes significant when customers are satisfied.This study contributes to examining the influence of cafe atmosphere and food quality on revisit intention, with customer satisfaction as a mediating variable at Kopi Janji Jiwa. A quantitative method was employed using purposive sampling, involving 273 respondents. Data were analyzed using SmartPLS 4 with the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach. The hypothesis testing revealed that both cafe atmosphere and food quality significantly affect customer satisfaction. Furthermore, food quality and satisfaction directly influence revisit intention. However, cafe atmosphere does not have a direct impact on revisit intention but shows an indirect effect through customer satisfaction. These findings emphasize that food quality and cafe atmosphere play a crucial role in shaping customer satisfaction, which in turn drives revisit intention. Although cafe atmosphere was not found to have a direct effect, its influence becomes significant when customers are satisfied.
Co-Authors Actavianus , Jimmy Renaldo Adinda, Gadis Tri Agnes Agnes Ahmad Shalahuddin, Ahmad AHMADI Al Vayyed Shalatar Barqah Djus Ana Fitriana Ananda, Putri Andriano, Theo Anwar Azazi Apriliani, Anggela ARDIANSYAH ARDIANSYAH Ardiansyah, Fito Ardion, Ardion Arman Jaya Asy Syifa, Alifiya Adhiya Audisty Prana Hardayu Aulia, Nurul Azamahir, Muhammad Nabil Barkah, Barkah Burhan Chamisyahuri, Chamisyahuri Constantine, Angwen Daniel Happy Putra Dela Dela Dody Pratama Marumpe Ema Trisnawati Erna Listiana Fahri Fahri Fahruna, Yulyanti Fajar, Alfan Fauzan, Rizky Ferdinand, Hanssen Fitriana , Ana Giriati, Giriati Grace, Michelle Gusti Hardiansyah Harry Setiawan Hasanudin Hazlirahman, Fajar Helma Malini Helma Malini, Helma Hendri, M. Irfan Heriyadi Heriyadi, Heriyadi Hermawati, Yuni Ikram Yakin Jecilia, Lucky Jecilia Juniwati Juniwati Juniwati Kalis, Maria Christiana Iman Karsim, Karsim Larasati Latifah Latifah Lo, Audriana Septiani M. Irfani Hendri Maghribi, Rizqi Mandala, Miko Marisca, Tirza Eudia Meliani, Dwi Rosita Muhammad Afif Mulyani, Destri Ayu Mustaruddin Nabila, Arfelizha Najmi, Bimewahqi Natasya, Desthia nesty eka listiyani Novelia Novelia, Novelia Nurhapizah, Siti Nurrahim, Muhammad Fakhri Nurul Komari Octaviani, Dewi Sinthia Okta, Dilla Melinia Oktavianto, Angga Oliver, Charli Pangestu, Adjie Pebrianti , Wenny Pramana Saputra Putri, Shafira Ananda Rabbani, Ammar Rachman, Haikal Rahayu, Ratna Bhanuwati Rahmadania Rahmayanti, Ensi Ramadania Ramadania Ramadania, Ramadania Riantika, Naswa Riastifa, Ririn Nur Riyani, Indah Riztika, Dheanisa Tri Saputra, Maulid Tommy Sen, Doflin Setiadi, Galang Soe, Sinta Bella Sofia Sulastri, Ria Syahlidi, Goku Theresa, Erica Titik Rosnani Videlya, Viola Violin Wardana, Rizky Hady Wenny Pebrianti Wijaya, Piter Tanto Wijaya, Stephani Rianty Windiati, Cha Cha Wulandari, Sukma Yuyun, Yuyun