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All Journal Operations Research: International Conference Series Journal of Marketing Innovation Jurnal Komputer Bisnis Jurnal Teknologi Informasi International Journal of Mathematics, Statistics, and Computing
Sugiana, Neng Susi Susilawati
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Mathematics Social Sciences

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The Leadership Crisis In The Medium-Sized Business Sector Is Facing A Endemic To Adapt Information Technology ; Case Study SME Entrepreneur Kelurahan Padasuka Bandung Regency Sugiana, Neng Susi Susilawati; Maisa, Asmara Azizah; Dirgantari, Puspo Dewi
Operations Research: International Conference Series Vol. 4 No. 1 (2023): Operations Research International Conference Series (ORICS), March 2023
Publisher : Indonesian Operations Research Association (IORA)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47194/orics.v4i1.213

Abstract

Developing a business is a manifestation of growth activities that will be the key to success in going through the continuity of a business. It becomes the basic basis for making decisions that are important for company policy in good situations or in unpredictable situations such as the covid 19 pandemic. A leader in a medium-sized business of course pays attention to all aspects of support that make the decision device taken by paying attention to reactions occurring both internally and in the market. You will see the character of a leader who is ready to face a crisis, especially in adapting information technology as part of the relocation of businesses to digital caused by the difficulty of penetrating the market directly. Researching how many medium-sized business owners in Bandung are adapting the use of information technology as a means of business in 2020-2022. As a result of the leadership crisis, it is feared that it can have an impact on the running of the business by analyzing qualitatively that the behavior of an agile leader will have an impact on the use of information technology in their business. For that it can be seen how much a leader is able to adapt or in other words he is able to accept changes quickly and apply them in his business. For this reason, this research is expected to be a reference tool in terms of leadership characteristics in dealing with crises due to the pandemic or post-Covid-19 pandemic.
GOJEK APP: USER COMFORT AND ACCESSIBILITY Martini, Tini; Azzahra, Hifia Alya; Qolbi, Aprilia Eka Nur; Surahman, Dongki; Sugiana, Neng Susi Susilawati
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

This study aims to determine the level of customer comfort in accessing service features on the Gojek application. As a widely used digital platform in Indonesia, Gojek offers a variety of services that demand an easy-to-use interface and smooth accessibility. This research uses a qualitative method involving 20 resource person who are active Gojek users. Data was collected through open-ended interviews to explore users' experiences, challenges, and satisfaction in accessing service features such as transportation, food delivery, payment systems, and customer support. The results show that most users find the Gojek application generally convenient and intuitive, especially in terms of navigation and feature integration. However, a minority of users expressed difficulties in accessing certain functions, especially during system updates or when using older phone models. Practical implications suggest that while Gojek's interface design is largely effective, there is still room for improvement in optimizing the user experience for a wider demographic, especially those less familiar with digital technology. Improving system responsiveness and providing clearer guidance within the application can increase customer satisfaction and loyalty. This study contributes to the ongoing importance of user-centered design in mobile applications.
The Role of Electronic Service Quality in Establishing Customer Satisfaction and Trust in E-Commerce Platforms WK, WAHYU NURJAYA; Nuralisa, Mike; Ramadhona, Marini; Firdaus, Adam; Sugiana, Neng Susi Susilawati
Jurnal Teknologi Informasi Vol 5 No 1 (2025): Jurnal Teknologi Informasi
Publisher : INSTITUT DIGITAL EKONOMI LPKIA

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Abstract

The rapid evolution of e-commerce platforms has elevated the significance of electronic service quality (e-service quality) in shaping customer satisfaction and trust. This study aims to examine how e-service quality dimensions—such as reliability, responsiveness, assurance, and website usability—affect customer satisfaction and trust across different cultural backgrounds. A cross-cultural quantitative research design was employed to gather insights from 100 respondents representing diverse nationalities who actively engage in online shopping. Data were collected through structured questionnaires and analyzed using SPSS software to determine the relationships among variables. The findings reveal that e-service quality has a significant and positive impact on both customer satisfaction and trust. Among the service dimensions, website usability and responsiveness emerged as the most influential factors across cultures. Furthermore, the results highlight variations in customer perceptions based on cultural context, suggesting that e-commerce platforms must tailor their service strategies to accommodate cultural preferences. From a practical standpoint, these insights provide actionable implications for e-commerce businesses seeking to enhance their competitive edge in a global market. By understanding the cultural nuances that shape customer expectations, online platforms can develop more personalized and effective service strategies to boost customer loyalty. The uniqueness of this study lies in its cross-cultural approach, combining service quality analysis with cultural sensitivity to deliver more inclusive e-commerce insights. This perspective addresses a critical gap in prior research, which often overlooks cultural influences in service quality assessment.
Unpacking the Impact of Digital Touchpoint Excellence and Switching Resilience on Building Millennial Loyalty and Financial Decision-Making at Phintraco Sekuritas Hapsari, Ayuningtyas Yuli; Anwar, Tezza Adriansyah; Sugiana, Neng Susi Susilawati; Widjatun, Vincentia Wahju; Padmanegara, Oliver Hasan
International Journal of Mathematics, Statistics, and Computing Vol. 3 No. 4 (2025): International Journal of Mathematics, Statistics, and Computing
Publisher : Communication In Research And Publications

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijmsc.v3i4.269

Abstract

The purpose of this study is to investigate the influence of Digital Touchpoint Excellence and Switching Resilience on Millennial Loyalty and Financial Decision-Making in the context of digital investment services at Phintraco Sekuritas. In particular, the study seeks to understand how high quality digital interactions and user resilience contribute to sustained loyalty among millennials in Java and Bali. A quantitative research method was employed using a structured online questionnaire distributed to millennial respondents aged 20–40 who actively use digital investment platforms. A sample of 384 respondents was selected through proportional random sampling across major cities in Java and Bali. The data were analyzed using Structural Equation Modeling (SEM) with AMOS to test the relationships among variables. The results reveal that Digital Touchpoint Excellence significantly influences both Financial Decision-Making and Millennial Loyalty, with Financial Decision-Making acting as a partial mediator. Furthermore, Switching Resilience strengthens the impact of Financial Decision-Making on Millennial Loyalty, indicating its role as a moderating variable. The findings suggest that creating seamless, personalized, and reliable digital touchpoints is crucial in enhancing user confidence in financial decisions, which in turn drives loyalty. This study provides practical implications for fintech service providers, emphasizing the importance of investing in digital customer experiences and resilience-building strategies to retain millennial users. Uniqueness of this study lies in its integrated approach that combines psychological resilience and digital UX excellence within a financial decision-making context, specifically targeting millennial behavior in the Indonesian capital market a perspective that remains underexplored in previous research. 
The Influence of Service Quality on Customer Loyalty at Ibis Hotel Bandung Mukhlis, Ervie Nur Afifah; Nurarifian, Muhammad Chairully; Agustian, Deryl; Syafrilyudin, Rafli; Hidayatullah, Tubagus; Sugiana, Neng Susi Susilawati
International Journal of Mathematics, Statistics, and Computing Vol. 3 No. 4 (2025): International Journal of Mathematics, Statistics, and Computing
Publisher : Communication In Research And Publications

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijmsc.v3i4.270

Abstract

This study aims to analyze the influence of service quality on customer loyalty at Ibis Hotel Bandung. The hospitality industry is highly competitive, and maintaining customer loyalty is crucial for business sustainability. Service quality is considered a key factor influencing customer decisions to repurchase and recommend hotel services to others. This research uses a quantitative method with a survey approach, involving 100 customers who have stayed at Ibis Hotel Bandung. Data were collected through questionnaires measuring five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using multiple linear regression to determine the significance of each dimension’s effect on customer loyalty.The results show that service quality significantly influences customer loyalty at Ibis Hotel Bandung. Among the dimensions, reliability and assurance have the highest positive impact, indicating that customers value consistent service performance and the confidence provided by hotel staff. Tangibles, such as cleanliness and room facilities, also contribute to loyalty, though to a lesser extent. Responsiveness and empathy were found to positively affect loyalty by creating comfort and trust in customers during their stay. These findings imply that Ibis Hotel Bandung must continuously maintain and improve its service quality, especially in ensuring reliable and assured services to increase customer retention and recommendations. This study contributes to the hotel management literature by reaffirming that excellent service quality is a strategic asset in building and sustaining customer loyalty in the hospitality industry.
THE EFFECT OF PRICE AND QUALITY ON PURCHASING DECISIONS ON UNIQLO PRODUCTS Ratnaningsih, Rini; Rahmadi, Emiro Meirza; Fajri, Refqi Noor; Rabiatul, Rizdyanti; Sugiana, Neng Susi Susilawati
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

This research explores The Effect of Price and Quality on Purchasing Decisions on Uniqlo Products, aiming to understand how these two critical factors influence consumer choices in the fast fashion retail sector. The study specifically targets Uniqlo, a globally recognized Japanese fashion brand known for its simplicity, functionality, and affordability. The primary objective is to examine how consumers perceive price and quality in their decision- making process when purchasing Uniqlo products in the Indonesian market. A qualitative method was employed, using in-depth interviews with 20 respondents who are active Uniqlo customers. Data collection was conducted through semi-structured interviews to capture detailed insights into consumer experiences, preferences, and motivations. The respondents were selected through purposive sampling to ensure relevance and reliability of the findings. The results reveal that while price remains an important factor, perceived product quality—such as durability, comfort, and design—has a stronger influence on purchasing decisions. Most participants emphasized Uniqlo's consistent quality and value for money, which builds consumer trust and brand loyalty. In addition, promotional pricing and seasonal discounts enhance purchase intentions, especially among young adults. Practically, these findings suggest that Uniqlo should continue to emphasize product quality while strategically managing pricing and promotional campaigns. The uniqueness of this study lies in its qualitative approach, offering rich consumer perspectives rarely captured in previous studies that focused mostly on quantitative data
Hidden Cost Marketing: Descriptive Analysis of Digital Marketing Strategies and Creating Branding for MSMEs Sugiana, Neng Susi Susilawati; Rahayu, Agus; Wibowo, Lili Adi; Gafar, Vanessa; Dirgantari, Puspo Dewi
Journal of Marketing Innovation (JMI) Vol. 3 No. 1 (2023)
Publisher : Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/jmi.v3i1.60

Abstract

This research aims to see how MSME businesses can ultimately apply digitization in their marketing activities so that it is expected to strengthen the branding of a product. It is also intended to see the implications that occur for hidden costs or costs that often arise and are unexpected when marketing their products. This study uses a quantitative analysis methodology with a population of 520 SMEs in Bandung with various business categories and who already have business licenses. Data were collected using questionnaires and interviews with MSMEs from field analysis and it shows that MSMEs are still the driving force of the economy in the city of Bandung, despite experiencing obstacles during the 2020-2021 outbreak. Good opportunities can be captured to implement digital marketing, as evidenced by the emergence of brand-new local brands that are much sought-after or increasingly recognized products from MSMEs with a wider range. The results of the analysis state that in the last two years, MSME players have maximized the implementation of digital marketing to produce a strong brand and reduce costs that often occur when marketing is carried out directly, especially hidden costs that are not included in business accounting calculations. So, marketing carried out by implementing digital marketing is effective in building a strong brand and reducing hidden marketing costs.
Co-Authors Agus Rahayu Agustian, Deryl Anwar, Tezza Adriansyah Azzahra, Hifia Alya Fajri, Refqi Noor Firdaus, Adam Gafar, Vanessa Hapsari, Ayuningtyas Yuli Hidayatullah, Tubagus Lili Adi Wibowo Maisa, Asmara Azizah Mukhlis, Ervie Nur Afifah Nuralisa, Mike Nurarifian, Muhammad Chairully Padmanegara, Oliver Hasan Puspo Dewi Dirgantari Qolbi, Aprilia Eka Nur Rabiatul, Rizdyanti Rahmadi, Emiro Meirza Ramadhona, Marini Ratnaningsih, Rini Surahman, Dongki Syafrilyudin, Rafli Tini Martini, Tini WAHYU NURJAYA WK Widjatun, Vincentia Wahju