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All Journal JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Jurnal Pengabdian Masyarakat Bidang Sains dan Teknologi Proceeding National Conference Business, Management, and Accounting (NCBMA) Proceeding of International Conference on Entrepreneurship (IConEnt)
Alfonsius
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Exploring Scarlett's Customer Loyalty: The Role of Purchase Decision as an Intervening Factor in the Context of Service and Product Quality Jesslyn; Alfonsius
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 surge in beauty industry competitors has led to a decline in Scarlett's ranking on e-commerce platforms. To enhance Scarlett's consumer loyalty, research on Scarlett's service quality and product quality is necessary. The interconnection among service quality, product quality, purchase decisions, and consumer loyalty is analyzed through corresponding indicators. This research includes 125 respondents. Data undergoes validity, reliability, classical assumption tests, and path analysis for advanced multiple linear regression analysis. The results demonstrate that Scarlett's service quality and product quality significantly influence purchase decisions. Additionally, Scarlett's service quality and product quality significantly influence customer loyalty. Purchase decision has an intervening factor on service quality and product quality towards customer loyalty. Improving Scarlett's service and product quality can elevate both consumer loyalty and purchase decisions.
THE IMPORTANCE OF TRUST IN TEACHER-STUDENT COMMUNICATION IN SCHOOL Butar Butar, Raja; Alfonsius
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 12 No 1 (2025): JMBI UNSRAT Volume 12 Nomor 1
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v12i1.59535

Abstract

The communication between teachers and students can be considered as an important type of communication since it naturally involves the topic of education, life, knowledge, etc., especially when it is conducted in the school scope. Trust has been an element in communication, which promotes understanding and collaboration between the parties involved. It is important to finally realize that trust is a powerful element for teachers and senders to achieve intended goals.   This study aims to elaborate, share and emphasize that teacher-student communication in school can be deemed effective and proper, when trust is put as the main element inside it. This study leans on the methodology of literature review where the process of summarizing, synthesizing and/or critiquing the literature are combined, identifying the developments in the topic of trust, with focus on its use between teachers and students in school. It is true that trust is of high importance for teachers and students in doing communication when they are in school, and this situation also assures that trust is type of capital that is generally essential for interaction between parties.
THE INFLUENCE OF WEB DESIGN, E-CUSTOMER SERVICE, SECURITY, AND FULFILLMENT TOWARD CUSTOMER SATISFACTION AND REPURCHASE INTENTION AT BUKALAPAK IN MEDAN Fany; Alfonsius
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 study examines the factors affecting customer satisfaction and repurchase intention at Bukalapak, an e-commerce platform in Medan. Despite a wide variety of options, Bukalapak struggles with customer retention due to dissatisfaction with purchases and overall experience. Utilizing both primary and secondary data, researchers conducted questionnaires to Bukalapak’s customers in Medan. This study uses non-probability sampling, specifically purposive sampling and being analyzed with SPSS 25.00 and examined using multiple linear regression and linear regression. For data analysis, the findings reveal that web design and fulfillment significantly influence customer satisfaction, while e-customer service and security do not. Furthermore, customer satisfaction has a notable impact on the likelihood of repurchase intentions among Bukalapak customers.
Pemasaran Digital di Era Pandemi Covid-19 Genesis Sembiring Depari; Alfonsius; Elisabet Tambunan; Roberto Purba
ABDIKAN: Jurnal Pengabdian Masyarakat Bidang Sains dan Teknologi Vol. 1 No. 2 (2022): Mei 2022
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (419.946 KB) | DOI: 10.55123/abdikan.v1i2.217

Abstract

The COVID-19 pandemic has brought many changes in human life. Life processes that were previously done manually are now leading to the massive use of digital technology. This opens up a myriad of new opportunities to reach potential customers, serve existing customers and in some cases increase the efficiency of business operations. Thus, the ability to use digital technology to improve business efficiency is increasingly undeniable. Therefore, the team of lecturers from the Management Study Program of UPH Medan and Sari Mutiara University initiated to conduct training on the use of digital marketing technology in the era of the COVID-19 pandemic. In this training activity, 12 steps of digital marketing were explained and could be directly applied by participants consisting of students of the Management study program of UPH Medan, USMI Management study program and the general public.
The Effect of Social Media Marketing and E-WoM on Purchase Decisions for Cetaphil Skincare Products in Medan Mediated by Brand Trust Kimberly Chow; Alfonsius
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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Abstract

Over the past few years, skincare has evolved into a crucial part of the daily routines of a large number of individuals all over the world. The skincare market in Indonesia is expanding at a quick rate, and there is a wide variety of goods accessible, ranging from locally produced brands that are affordable to international brands. This study aims to analyze the effect of social media marketing and Electronic Word of Mouth (E-WoM) on purchase decisions for Cetaphil skincare products in Medan, with brand trust as a mediating variable. The research utilizes a quantitative approach. Data were collected through questionnaires distributed to 140 respondents who have interacted with Cetaphil’s online content or made a purchase. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that both E-WoM have a significant positive effect on brand trust and purchase decision, while social media marketing shows no significant effect toward brand trust and purchase decision. Furthermore, brand trust plays a partial mediating role in the relationship between the independent variables of E-WoM toward purchase decisions.
Co-Authors Butar Butar, Raja Elisabet Tambunan Fany Genesis Sembiring Depari Jesslyn Kimberly Chow Roberto Purba