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All Journal Jurnal Ekonomi Proceeding National Conference Business, Management, and Accounting (NCBMA) Proceeding of International Conference on Entrepreneurship (IConEnt) International Journal of Economics, Accounting, and Management
Oliandes Sondakh
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Economics, Econometrics & Finance Social Sciences

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Influence of Application Design, Customer Service, Privacy Security, and Fulfillment on Customer Loyalty in Language Learning Platforms: The Mediating Role of Customer Satisfaction Among Cakap Users in Jakarta Hendra Christian; Oliandes Sondakh
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 4 (2024): Proceedings of the 4th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

The rapid growth of digital platforms has transformed the landscape of online education, making customer satisfaction and loyalty critical to the success of subscription-based services. This study investigates the impact of four key service quality dimensions application design, customer service, security, and fulfillment—on customer satisfaction and its mediating effect on customer loyalty, using the Cakap language-learning application as the research context. Data were collected through a structured survey from 255 respondents residing in Jakarta, selected through purposive sampling to ensure relevance. Respondents were required to have completed at least two learning modules on the Cakap platform within the past year, providing a valid and experienced sample for analysis. The findings provide both academic and practical insights. Academically, the study enriches the understanding of customer satisfaction and loyalty dynamics in educational technology platforms, especially in an emerging market context like Indonesia. Practically, it offers actionable recommendations for digital service providers, such as continuously enhancing app design, strengthening security protocols, and optimizing fulfillment processes to meet customer expectations. These strategies are essential for platforms like Cakap to maintain user satisfaction, foster loyalty, and secure sustainable growth in a competitive market.
The Effect of Subjective Norms, Perceived Behavior Control, Price, Service Quality, Airline Safety, Airline Reputation on Behavior Intention in Shaping Buying Behavior of LCC Super Air Jet Passengers in Surabaya Gerald Yeremi Ruddy Ngongoloy; Oliandes Sondakh
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 4 (2024): Proceedings of the 4th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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The purpose of this study is to examine how the Subjective Norm, Perceived Behavior Control, Price, Service Quality, Airline Safety, and Airline Reputation factors of Super Air Jet passengers affect Behavior Intention which ultimately shapes the Buying Behavior of passengers of this low-cost airline. A survey of 200 passengers was conducted to test the hypothesis. Data processing was carried out using SmartPLS 3 software. The results show the important role of Subjective Norm and Airline Safety in the Behavior Intention and Buying Behavior of Super Air Jet LCC passengers.
The Influence Of Social Media Marketing On Customer Brand Engagement In Forming Brand Loyalty At Kopi Janji Jiwa Nyoman Tri Bintang Pertiwi; Oliandes Sondakh
International Journal of Economics Accounting and Management Vol. 1 No. 6 (2025): IJEAM - March 2025
Publisher : PT. INOVASI TEKNOLOGI KOMPUTER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60076/ijeam.v1i6.1129

Abstract

The purpose of this study is to analyze the effect of Social Media Marketing which includes Entertainment, Customization, Interaction, Electronic Word of Mouth (EWOM), and Trendiness on Customer Brand Engagement as mediation which affects Brand Loyalty to Kopi Janji Jiwa in the three largest metropolitan city in Indonesia, which is Jakarta, Surabaya and Bandung.. This research model is conducted quantitatively using data taken by purposive sampling with questionnaires distributed online. A sample of 133 was obtained which met the requirements for analysis with PLS-SEM. The results showed that Entertainment and Interaction affect Customer Brand Engagement, where Entertainment is the most influential on Customer Brand Engagement. Then it was found that Customer Brand Engagement affects Brand Loyalty of Kopi Janji Jiwa. Based on the research results, managerial implications is to develop Instagram content and Instagram features in interacting with customers in building Customer Brand Engagement which encourages Brand Loyalty. The theoretical implications of this research are identifying Social Media Marketing element variables that can shape Customer Brand Engagement towards Brand Loyalty and developing research models and supporting previous research.
The Influence of Social Media Activities on Brand Loyalty: The Mediating Role of Brand Equity with the S-O-R Model on Netflix Customers Febby Gracea Ekklesi; Oliandes Sondakh
International Journal of Economics Accounting and Management Vol. 1 No. 6 (2025): IJEAM - March 2025
Publisher : PT. INOVASI TEKNOLOGI KOMPUTER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60076/ijeam.v1i6.1128

Abstract

In recent years, the internet has become increasingly popular in Indonesia, transforming individual behavior and creating new habits that were impossible with traditional media. The rise of the internet has also revolutionized global communication and entertainment, particularly through social media and SVOD platforms like Netflix, which has now become the world's most popular entertainment application. This study aims to analyze the influence of Entertainment, Interactivity, Trendiness, Customization, and EWOM on Brand Equity, as well as the role of Brand Equity in shaping Brand Loyalty among Netflix customers in East Java. The findings are expected to contribute to marketing theory development and assist Netflix in evaluating the impact of these variables on Brand Equity and Brand Loyalty.This study employs a quantitative method with data processing conducted through Smart PLS®4. Data were collected from 188 respondents aged 18-58 years, who are Netflix users residing in East Java and following Netflix's Instagram account. The results indicate that Brand Equity has the most significant impact on Brand Loyalty (0.614), followed by Trendiness on Brand Equity (0.434), EWOM on Brand Equity (0.203), and Customization on Brand Equity (0.185). Meanwhile, Entertainment and Interactivity have almost no influence on Brand Equity, with values of 0.001 and 0.000, respectively.This study contributes to theory, practice, and strategic aspects of social media marketing. Theoretically, it enriches the literature on brand equity and brand loyalty through elements such as entertainment, interactivity, and EWOM. Practically, the findings help Netflix develop a more personalized and interactive digital marketing strategy. From a strategic perspective, this study supports the optimization of big data and engagement marketing campaigns to enhance customer engagement and strengthen brand equity
GLOBAL BRAND – LOCAL CHOICE: PENGARUH BRAND IMAGE DAN COUNTRY OF ORIGIN TERHADAP CONSUMPTION MELALUI PURCHASE INTENTION Oliandes Sondakh; Felicia Nadya Isabel; Renna Madgalena
Proceeding National Conference Business, Management, and Accounting (NCBMA) 8th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

The Food and Beverages (F&B) industry is one of the important sectors in Indonesia. Chairman of the Indonesian Franchise Association at the 22nd International Franchise, License, and Business Concept Expo and Conference 2024, said that the franchise business in Indonesia is dominated by foreign brands. The large potential of the Indonesian market for the F&B industry is what then causes the emergence of tight competition between foreign brands and local brands, so that in the end many are unable to compete. However, there is one brand of ice cream and tea drinks from China, Mixue Ice Cream & Tea, which has started expanding its business overseas since 2018 and is still surviving in the international market. The very fast development of business in just three years (2018 – 2021), makes it interesting to conduct research on the factors that influence consumers to purchase F&B products. This research uses a quantitative approach with a causal research type with a cross-sectional method. This research uses multivariate analysis Partial Least Square-Structural Equation Modeling (PLS-SEM), which focuses on variance to handle the complexity of research models involving several latent variables. The research results show that Brand Image and Country of Origin have a positive and significant effect on Consumption through the mediation of Purchase Intention. These findings imply that marketing strategies should prioritize building a strong and trustworthy brand and effectively communicating the product's country of origin to strengthen consumers' purchase intentions, which in turn increases the likelihood of consumption.
THE INFLUENCE OF CEO EX-AUDITOR BACKGROUND, CEO EXPERT POWER, AND CEO OWNERSHIP POWER ON FINANCIAL STATEMENT READABILITY Renna Magdalena; Oliandes Sondakh; Chavella Janice Davalin Wijaya
Proceeding National Conference Business, Management, and Accounting (NCBMA) 8th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This study examines the influence of three CEO characteristics—prior experience as an auditor (Ex-Auditor), expert power, and ownership power—on the readability of financial statements in the banking sector in Indonesia. The sample includes 42 banks listed on the Indonesia Stock Exchange (IDX), observed over four years from 2020 to 2023, resulting in 168 firm-year observations. Purposive sampling was used to select firms that disclosed relevant CEO information and published financial statements in English. Readability was assessed using the Gunning Fog Index, which was explicitly applied to the narrative disclosures in the notes and financial statements. Results from multiple linear regression analysis show that CEO Ex-Auditor experience and CEO Expert Power significantly and positively affect financial statement readability. In contrast, CEO Ownership Power does not exhibit a vital influence. These findings underscore the role of experience-based leadership in enhancing the clarity and transparency of corporate financial disclosures.
Factor Analysis Of Product Quality, Service Quality, And Corporate Image Towards Customer Loyalty Through Customer Satisfaction On CV Vins Cahaya Sukses Customers In Pekanbaru Wilbert Roderick Tanaldo; Yanuar Dananjaya; Oliandes Sondakh
Jurnal Ekonomi Vol. 13 No. 02 (2024): Jurnal Ekonomi, Edition April - June 2024
Publisher : SEAN Institute

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Abstract

The results obtained by product quality has a significant effect on ap customer satisfaction, service quality has a significant effect on customer satisfaction, corporate image has a significant effect on customer satisfaction, product quality has a significant effect on customer loyalty, service quality has a significant effect on customer loyalty, corporate image has a significant effect on customer loyalty and customer satisfaction has a significant effect on customer.
Brewing Loyalty On The Move: The Role Of Food Quality, Price, And Variety On Customer Buying Decision Toward Kopi Keliling In Surabaya Oliandes Sondakh; Edward Melvin Gandakusuma; Renna Magdalena
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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This study investigates the impact of food quality, price, and menu variety on customer buying decisions among consumers of kopi keliling in Surabaya, a growing segment within Indonesia’s informal food and beverage industry. The research aims to provide insights into consumer behavior and offer practical recommendations for street-level entrepreneurs operating in dynamic urban markets. Using multiple linear regression analysis, the results reveal that food quality and menu variety significantly and positively influence buying decisions, while price despite being positively correlated, does not have a statistically significant effect. Among the three variables, food quality emerged as the strongest predictor, highlighting customers’ prioritization of taste, freshness, hygiene, and presentation. This supports previous findings, suggesting that consistency and quality are crucial to building trust and encouraging repeat purchases, especially in informal or mobile business settings. Menu variety also plays a vital role in shaping customer decisions. A diverse selection of coffee and beverage options helps vendors cater to different preferences and enhances the perceived value of the overall offering. In contrast, the insignificance of price indicates that consumers are more influenced by value perception than affordability alone challenging common assumptions about price sensitivity in informal market segments. The model’s Adjusted R² of 0.393 indicates that 39.3% of the variation in buying decisions can be explained by the three independent variables, while other potential factors such as service quality, vendor personality, and branding may also play a role.
The Signaling Effect of Elite Connections: How Political-Military Networks Influence Financial Reporting Quality via Audit Mechanisms in Indonesia Renna Magdalena; Oliandes Sondakh; Kathleen Feliciana Lantemona
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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This study examines how political and military connections among corporate elites influence financial reporting quality in Indonesian manufacturing companies during 2022–2024. The research also investigates the mediating role of the audit process in the relationship between board connections and financial reporting quality. Using secondary data from publicly listed firms, we analyze political and military affiliations of board members, audit delays, and Beneish M-Scores as proxies for financial reporting quality. The study adopts a signaling theory framework to explain how elite networks and audit mechanisms may interact within corporate governance. By focusing on Indonesian manufacturing companies, this research provides context-specific evidence relevant to emerging markets and contributes to the understanding of elite governance structures and their potential influence on reporting practices.
Green And Empowered: Sustainable Business in The Modern Era Ilyona Risty; Oliandes Sondakh
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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The implementation of Community Service (CS) for the March 2025 period was carried out by a Team from the Faculty of Economics and Business School UPH Surabaya Campus together with Radio Sangkakala Surabaya as partners. Therefore, Universitas Pelita Harapan Surabaya Campus collaborated with Radio Sangkakala Surabaya to be able to provide education to the wider community. This collaboration was built by presenting quality speakers from the Management Study Program and the Accounting Study Program. Each speaker will present interesting topics that are in accordance with current issues. Based on discussions regarding community needs, this CS was carried out by providing supplies to the Community with the theme Green and Empowered. With the holding of this interactive talk show, it is hoped that it can provide information and educational education for the wider community in the Surabaya area in the fields of economics, business and immigrant issues that can improve community knowledge and skills.
Co-Authors Chavella Janice Davalin Wijaya Edward Melvin Gandakusuma Febby Gracea Ekklesi Felicia Juliani Leliga Felicia Nadya Isabel Gerald Yeremi Ruddy Ngongoloy Hananiel M. Gunawan Hendra Christian Ilyona Risty Janice C. Siahaya Kathleen Feliciana Lantemona Monica Potu Nyoman Tri Bintang Pertiwi Renna Madgalena Renna Magdalena Wilbert Roderick Tanaldo Yanuar Dananjaya