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All Journal International Journal of Informatics and Communication Technology (IJ-ICT) Review of Management and Entrepreneurship Management Studies and Entrepreneurship Journal (MSEJ) Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Devotion: Journal of Research and Community Service Eduvest - Journal of Universal Studies
Mustikasari, Faranita
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Aerospace Engineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Health Professions Neuroscience Social Sciences

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Product Quality, Service Quality, Price, and Location Influence Towards Coffee Shop Customer’s Satisfaction Salsabillah, Ayu Riska; Bahari K, Habib; Mustikasari, Faranita
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 5 No. 1 (2024): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v5i1.3794

Abstract

This study investigates the influence of product quality, service quality, price, and location on customer satisfaction in coffee shops. The coffee shop industry is highly competitive, with numerous establishments vying for customer loyalty. Understanding the factors that contribute to customer satisfaction is crucial for the success of coffee shop businesses. To achieve this, a comprehensive survey was conducted, gathering responses from a diverse sample of coffee shop customers. The research findings indicate that product quality, service quality, price, and location significantly impact customer satisfaction. High-quality coffee products, exceptional service, reasonable pricing, and convenient locations were found to positively influence customer satisfaction. These results provide valuable insights for coffee shop owners and managers, enabling them to make informed decisions and tailor their strategies to enhance customer satisfaction and ultimately, the success of their businesses.
The Effect of Service Quality, Store Atmosphere, and Brand Image on Customer Loyalty in the Jakarta Local Coffee Shop Afyani, Nabilla Putri; Gunawan, Freddy; Soesetyo, Suwandy; Mustikasari, Faranita
Review of Management and Entrepreneurship Vol. 7 No. 2 (2023): Review of Management and Entrepreneurship
Publisher : International Business Management - Universitas Ciputra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/rme.v7i2.3716

Abstract

This study investigates the relationship between service quality, store atmosphere and brand image towards customer loyalty by considering customer satisfaction as a mediator. Data collection was carried out on 180 Jakarta residents who regularly visit local coffee shops in Jakarta. The results reveal that service quality, store atmosphere and brand image has a significant effect on customer satisfaction, then store atmosphere and customer satisfaction has a significant effect on customer loyalty. On the other hand, service quality and brand image have no effect on customer loyalty. By having service quality as expected, a unique store atmosphere and a good brand image, it will trigger customers to at least try to choose and come to the coffee shop. So in the end, this study is expected to be able to develop customer satisfaction and create loyal customers to local coffee shops in Jakarta.
Consumer behavior switching from human agents to chatbots in the health service industry Yulianto, Dwi Fajar; Pratiwi, Titik; Irsan, Fatih Akbarul; Mustikasari, Faranita
International Journal of Informatics and Communication Technology (IJ-ICT) Vol 14, No 2: August 2025
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijict.v14i2.pp355-365

Abstract

Artificial intelligence (AI) technology is used in organizations to replace human services with technology, altering customer service experiences. Only a limited number of studies have explored how consumers change their behavior from human-assisted to technology-assisted services when using AI in frontline and specialty healthcare services. This study examined the elements that impact consumers’ transition from human agents to AI-based conversational agents using the push-pull mooring framework. Data from 147 healthcare users was evaluated using structural equation modeling. The data indicates that push effects, specifically adaptability, have a negative impact on switching behavior, while pull effects, such as responsiveness and accessibility, have a positive impact on the switching behavior of customers.
Influence of Country-of-Origin Reputation Towards Attitude and Intention to Adopt Chinese Electric Vehicle in Indonesia Aristanty, Maria Audrey; Wijaya, Grace; Mustikasari, Faranita
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 4 (2025): Dinasti International Journal of Economics, Finance & Accounting (September - O
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i4.4905

Abstract

This study aims to identify the factors that influence the adoption of Chinese electric vehicles in Indonesia. To achieve this, it employs a modified theory of planned behavior. The study initially examines how China’s country-of-origin reputation influence perceived risk and trust, and then how those influences attitude towards electric vehicle adoption. Furthermore, the study investigates influence of attitude, along with subjective norms and facilitating conditions towards intention to adopt electric vehicles from China. A total of 260 valid responses from consumers living in major cities in Indonesia were collected. The PLS-SEM method was used to analyze the data. It was found that Hypotheses 7 was rejected due to no significant effect, while other hypotheses were accepted and have significant effect. Facilitating conditions did not influence electric vehicle adoption intention in this study because most of the respondents came from high-income groups and were able to facilitate themselves with home charging devices. This result can be used as insight for government or car manufacturers to create suitable facilitating conditions that can improve adoption intention of Chinese electric vehicle in Indonesia for consumers who are unable to facilitate themselves.
The Influence of Viral Marketing and Buy Now, Pay Later Promotion on Impulsive Buying of Sneakers in E-commerce: The Mediating Role of Hedonic Motivation and Fear of Missing Out (FOMO) Sonday, Mahendra Ramadhan; Nurbaiti, Yessy; Mustikasari, Faranita
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 4 (2025): Dinasti International Journal of Economics, Finance & Accounting (September - O
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i4.5379

Abstract

Post-pandemic economic recovery in Indonesia has posed significant challenges to the fashion industry, especially footwear. Although the sector grew by 44.02% in 2022, it sharply declined to only 2.65% by Q2 2024. This research investigates how viral marketing campaigns and Buy Now, Pay Later (BNPL) promotions influence impulsive buying behavior among e-commerce consumers, with hedonic motivation and Fear of Missing Out (FOMO) as mediating psychological mechanisms. Using a quantitative approach based on the Stimulus–Organism–Response (S–O–R) framework, data from 339 valid respondents aged 25–44 in Jabodetabek who have experience purchasing sneakers online were analyzed using PLS-SEM. The findings reveal that both viral marketing and BNPL promotions directly enhance impulsive buying tendencies. BNPL significantly strengthens hedonic motivation, which mediates its effect on impulsive purchasing. FOMO directly influences impulsive buying, but does not mediate the impact of viral marketing. However, descriptive statistics show that perceptions of BNPL and hedonic motivation remain neutral to low. These findings highlight the critical role of emotionally resonant marketing in stimulating consumer response in digital platforms.
Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia Susanto, Stefanus Andrew; Manek, Michael Valensius; Setiawan, Rheo Alfonso; Mustikasari, Faranita
Devotion : Journal of Research and Community Service Vol. 4 No. 8 (2023): Devotion: Journal of Research and Community Service
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/devotion.v4i8.544

Abstract

The emergence of digital banks in Indonesia, such as Blu by BCA, Bank Jago, Allo Bank, and Bank Neo Commerce has been driven by the positive response from the public and the increasing demand for digital banking services, especially in the Covid-19 pandemic. With the growth of digital banking in Indonesia, it is important to understand the factors that shape customer satisfaction and loyalty. This study aims to examine the influence of customer experience on satisfaction and loyalty in the digital banking industry, with focus in Indonesia (Makassar). Seven hypotheses are proposed to examine these relationships. The study utilizes a sample of digital banking customers through convenience sampling and collects data using electronic questionnaires. Structural equation modelling (PLS) is employed for data analysis, considering validity and reliability measures. The findings reveal that convenience and security significantly influence customer satisfaction, while the influence of usefulness is not supported. Additionally, customer satisfaction is identified as a significant mediator in the relationship between customer experience and loyalty. This study emphasizes the importance of improving convenience and security aspects in digital banking services to enhance customer satisfaction and loyalty. In conclusion, this research provides valuable insights for digital banks in Makassar, Indonesia, to enhance their services and cultivate strong customer relationships. Prioritizing convenience and security, along with understanding the influence of customer satisfaction on loyalty, can drive the success of digital banking firm.
The Difference in the Influence of Source Credibility Nano and Micro Beauty Influencers on Parasocial Interaction and Purchase Intention of Instagram Users in Indonesia Amalia, Shafira; Putri, Ni Putu Nanda Pramesti Nata; Qalbi, Nurfathiyah Mualifah; Mustikasari, Faranita
Eduvest - Journal of Universal Studies Vol. 5 No. 10 (2025): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i10.52243

Abstract

Micro, Small, and Medium Enterprises (MSMEs) in Indonesia often face limited marketing budgets, making cost-effective strategies crucial. One emerging approach is leveraging nano and micro influencers, who maintain closer engagement with audiences than larger-scale influencers. This study analyzes the impact of influencer credibility—attractiveness, trustworthiness, and expertise—on parasocial interaction (PSI) and purchase intention (PI), and compares differences between nano and micro influencers. Using a quantitative design, data were collected from 170 respondents through an online survey targeting skincare industry followers. Analysis employed Partial Least Square–Structural Equation Modeling (PLS-SEM) and Multi Group Analysis (MGA). Results confirm that influencer credibility positively and significantly affects both PSI and PI (H1–H6 accepted), while PSI also significantly influences PI (H7 accepted). Comparative analysis shows no significant differences across most hypotheses (H8–H14 rejected), except H13, which reveals that nano influencers’ expertise exerts a stronger impact on PI. These findings demonstrate that influencer credibility directly drives PSI and PI, with PSI reinforcing PI. Practically, the study highlights the value of both nano and micro influencers as viable digital marketing strategies for MSMEs, with nano influencers’ expertise offering a distinct advantage in boosting purchase intention.
Co-Authors Afyani, Nabilla Putri Amalia, Shafira Aristanty, Maria Audrey Bahari K, Habib Freddy Gunawan Irsan, Fatih Akbarul Manek, Michael Valensius Nurbaiti, Yessy Pratiwi, Titik Putri, Ni Putu Nanda Pramesti Nata Qalbi, Nurfathiyah Mualifah Salsabillah, Ayu Riska Setiawan, Rheo Alfonso Soesetyo, Suwandy Sonday, Mahendra Ramadhan Susanto, Stefanus Andrew wijaya, grace Yulianto, Dwi Fajar