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All Journal Proceeding National Conference Business, Management, and Accounting (NCBMA) Proceeding of International Conference on Entrepreneurship (IConEnt)
Hananiel Mennoverdi Gunawan
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Economics, Econometrics & Finance Social Sciences

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Influence of Customer Satisfaction and Customer Experience on Repurchase Intention of Express Delivery Services for Export Activities Through United Parcel Service (UPS) in Java and Bali, Indonesia Andry Gunawan; Hananiel Mennoverdi Gunawan
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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This study aims to determine the effect of the variables Price fairness (PRF), Customs clearance (CCE), Use of Supporting technology (STC), and Total time in transit (TTT) on Customer experience (CEX) and Customer satisfaction (CSA) which then affect Repurchase intention (RPI) for express delivery services in export activities. The data used are primary data with a valid sample of 140 out of 168 respondents (out of 508 samples) which was taken using purposive sampling because the determination of the sample is carried out with certain considerations, samples taken in full month of September 2024. The finding of this study indicates a significant positive result on the relationship between Customer experience on Repurchase intention and Customer satisfaction on Repurchase intention. Other findings show that United Parcel Service (UPS) is expected to pay attention to price fairness, the process of releasing goods from customs areas/ Customs clearance, the use of supporting technology, and total delivery time that influence the formation of positive Customer experience and Customer satisfaction aimed at increasing the repurchsae intention of express delivery services for export activities.
Analysis of the Influence of Online Comments, Logistics Service Quality, Promotion Incentive Information, and Promotion Time Limit on Impulsive Buying Behavior through Perceive Trust and Perceive Value in Shopee Application Users in Surabaya Yuliana; Hananiel Mennoverdi Gunawan
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 development of trade in Indonesia has the attraction of how a person buys goods through online media is increasing rapidly. By researching Shopee with customers in Surabaya, the aim is to determine the influence of Online comments (OC), Logistic Service Quality (SQ), Promotion Incentive Information (PI), Promotion Time Limit (PL) on Perceive Trust (PT) and Perceive Value (PV). This study also examines the influence of Perceive Trust (PV) and Perceive Value (PV) respectively on Impulsive Buying Behaviour (BB). The results of the regression test showed that Online comment (OC), Logistic Service Quality (SQ), Promotion Incentive Information (PI), Promotion Time Limit (PL) had a significant effect on Perceive Trust (PT). Online comment (OC), Logistic Service Quality (SQ), Promotion Incentive Information (PI), Promotion Time Limit (PL) have a significant effect on Perceive Value (PV). Perceive Trust (PV) and Perceive Value (PV) each have a significant effect on Impulsive Buying Behaviour (BB).
The Influence of Physical Quality, Staff Behavior, Perceived Price and Fairness, and Lifestyle Congruence on Brand Loyalty through Customer Satisfaction Among Guests at Whiz Prime Hotel Megamas Manado in Manado City Rachel Anly Marilyn L Wullur; Hananiel Mennoverdi Gunawan
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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This study aims to examine the influence of Physical Quality, Staff Behavior, Perceived Price and Fairness, and Lifestyle Congruence on Brand Loyalty through Customer Satisfaction among guests at Whiz Prime Hotel Megamas Manado in Manado City. This research uses a quantitative method, with data processed using SPSS. A questionnaire was distributed to 60 respondents residing in Manado who had visited within the last five years. Staff Behavior and Customer Satisfaction were found to be the strongest predictors of Brand Loyalty. Lifestyle Congruence and Physical Quality also had significant effects on Brand Loyalty, although to a lesser extent, while Perceived Price and Fairness had no significant effect. For Customer Satisfaction, the greatest influence was from Staff Behavior, followed by Perceived Price and Fairness and Lifestyle Congruence; Physical Quality was not significant. Customer Satisfaction strongly drives Brand Loyalty, indicating that enhancing customer satisfaction can significantly boost loyalty. To increase Brand Loyalty, companies should focus on improving Staff Behavior, Perceived Price and Fairness, and Lifestyle Congruence.
DARI INSTAGRAM KEMUDIAN MEMBAYAR LEBIH: PERAN SOCIAL MEDIA MARKETING DALAM MENINGKATKAN GREEN PERCEIVED QUALITY DAN WILLINGNESS TO PAY PREMIUM PRICE DALAM MEREK BERKELANJUTAN DI SURABAYA Tania Monica Potu; Yanuar Dananjaya; Hananiel Mennoverdi Gunawan
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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Media sosial, di era ini, berfungsi sebagai alat pemasaran yang penting dalam membentuk persepsi konsumen tentang kualitas produk yang berkelanjutan. Penelitian ini bertujuan untuk menganalisis bagaimana faktor-faktor dalam pemasaran media sosial—yaitu entertainment, interaction, dan customization—mempengaruhi green perceived quality dan dampaknya terhadap willingness to pay price premium. Penelitian ini berfokus pada akun Instagram @thebodyshopindo, yang secara aktif dan transparan mengedukasi konsumen tentang keberlanjutan dan produk ramah lingkungan. Model penelitian ini mengembangkan empat hipotesis utama. H1, H2, dan H3 memeriksa pengaruh masing-masing variabel dari social media marketing —entertainment, interaction, dan customization —terhadap green perceived quality. Selanjutnya, H4 mengevaluasi apakah green perceived quality berpengaruh signifikan terhadap willingness to pay price premium. Metode penelitian menggunakan pendekatan kuantitatif dengan teknik survei yang menargetkan pelanggan produk Body Shop yang berdomisili di Surabaya dan pernah membeli produk melalui akun Instagram @thebodyshopindo. Data yang dikumpulkan dianalisis menggunakan SPSS 22 untuk menguji hubungan antar variabel. Temuan penelitian ini diharapkan dapat memberikan wawasan tentang efektivitas social media marketing, khususnya entertainment, interaction, dan customization dalam membentuk green perceived quality dan mendorong perilaku konsumsi berkelanjutan, seperti willingness to pay price premium.
Co-Authors Andry Gunawan Rachel Anly Marilyn L Wullur Tania Monica Potu Yanuar Dananjaya Yuliana Yuliana