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PENGARUH ASPEK PENGALAMAN MEREK TERHADAP CUSTOMER DELIGHT PADA PENGGUNAAN KOSMETIK DEKORATIF KOREA Adma Sari Sitepu
JURNAL LENTERA BISNIS Vol. 14 No. 1 (2025): JURNAL LENTERA BISNIS, JANUARI 2025
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v14i1.1417

The objective of this study is to examine direct impact of consumer brand experience through sensory, affective, behavioral and cognitive on the customer delight to use Korean decorative cosmetics. A survey-based data collection approach was employed, utilizing a questionnaire administered to 255 respondents in five region city of the Special Capital Territory of Jakarta. The data were analyzed using Multiple Regression Analysis. The findings indicate a positive effect of sensory and affective on the customer delight of usages of Korean decorative cosmetics. Additionally, the study reveals that the effect of behavioral and cognitive are not impactful on the customer delight . This research offers managerial insights, suggesting that marketers and stakeholders within the Indonesian cosmetics industry should develop marketing strategies that enhance consumers' emotions and foster positive attitudes toward the behavior of using Korean decorative cosmetics to incline further contributing to customer delight

STRES KERJA DAN KOMITMEN ORGANISASI DIPENGARUHI BERPIKIR POSITIF SERTA KEPUASAN KERJA Farhansyah, Ifan; Sitepu, Adma Sari
JURNAL LENTERA BISNIS Vol. 14 No. 2 (2025): JURNAL LENTERA BISNIS, MEI 2025
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v14i2.1712

High work pressure in the manufacturing sector has led to a decline in employee commit-ment to organizations. This study aims to analyze the effect of job stress on organizational commitment, with positive thinking and job satisfaction as moderating variables. The popu-lation of this research includes all production operators at a Japanese automotive foreign investment company in the MM2100 industrial area, Cikarang. A total of 280 respondents were selected using purposive sampling. This research uses a quantitative approach, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that job stress has a negative and significant effect on organization-al commitment. The higher the perceived stress, the lower the employee's commitment. Posi-tive thinking and job satisfaction are proven to weaken the negative effect of stress on com-mitment. Employees who maintain a positive mindset and are satisfied with their superiors and career development opportunities tend to be more resilient under pressure. This study suggests that management should create a healthy work environment, provide training on positive thinking, and establish a fair career development system. The findings contribute to human resource strategies, especially in reducing the impact of work stress on employee loyalty.

PENGARUH CUSTOMER KNOWLEDGE MANAGEMENT, KEPUASAN PELANGGAN DAN PERCEIVED VALUE TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPERCAYAAN PELANGGAN Khotimah, Mia Husnul; Sitepu, Adma Sari
JURNAL LENTERA BISNIS Vol. 14 No. 2 (2025): JURNAL LENTERA BISNIS, MEI 2025
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v14i2.1716

This study aims to analyze the influence of customer knowledge management, perceived value, and customer satisfaction on customer loyalty, with customer trust as a mediating variable. Using a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM) through SmartPLS software, data was collected from an online survey. The results indicate that customer trust has a positive effect on customer loyalty, reinforcing the importance of building trust in customer relationships. Customer knowledge management significantly influences customer trust and customer loyalty. Customer satisfaction was also found to have a positive influence on customer trust and loyalty, both directly and through the mediation of trust. Additionally, perceived value positively influences customer trust and customer loyalty through trust. These findings suggest that companies should focus on customer knowledge management, enhancing customer satisfaction, and creating perceived value to strengthen customer loyalty.

The Influence of Service Quality, Food Quality, Price, and Physical Environment on Customer Satisfaction and Customer Loyalty Gracia Datu, Shania Syalomita; Adma Sari Sitepu
International Journal of Economics (IJEC) Vol. 5 No. 1 (2026): January-June
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijec.v5i1.1757

Strongly embedded customer loyalty impacts consumption behavior. To win business competition, loyal customers are the main goal of the culinary industry through achieving customer satisfaction. Maintaining customer satisfaction, through: service quality as one of the main weapons to maintain prestige value by providing more satisfaction; food quality as an important component in the production process; price which has a significant influence because high or low product prices affect product sales, and the physical environment creates a first impression and influences customers' initial perceptions of service or food quality. This study aims to identify the influence of service quality, food quality, price and physical environment through customer satisfaction on customer loyalty. Sampling used a purposive sampling technique, namely customers consuming takeaway or dine-in at least twice in the past month, minimum age 18 years - maximum 47 years, domiciled in Bekasi City, processing data from 200 respondents using SEM PLS. The results showed that service quality, food quality, price and physical environment have a positive effect on customer satisfaction and customer satisfaction has a positive effect on customer loyalty. Further research can explore other relationships such as celebrity endorsers, brand love, brand awareness, brand image, brand trust and other variables

PENGARUH SOCIAL MEDIA MARKETING TERHADAP PURCHASE INTENTION GENERASI Z MELALUI BRAND AWARENESS DAN BRAND IMAGE PRODUK SKINCARE Chesterita Putri; Adma Sari Sitepu
JURNAL LENTERA BISNIS Vol. 15 No. 3 (2026): JURNAL LENTERA BISNIS, SEPTEMBER 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i3.2488

This study aims to analyze the effect of social media marketing on Generation Z’s purchase intention through brand awareness and brand image of Glad2Glow skincare products. A quantitative approach using a survey method was employed involving 301 Generation Z respondents in the Greater Jakarta area (Jabodetabek) who actively use TikTok and have seen, followed, or obtained information about Glad2Glow skincare products through TikTok. The samples were selected using purposive sampling, and the data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that social media marketing does not have a significant direct effect on purchase intention. However, it has a positive and significant effect on brand awareness and brand image. Furthermore, brand awareness and brand image positively and significantly influence purchase intention and mediate the relationship between social media marketing and purchase intention. These findings suggest that Generation Z’s purchase intention toward skincare products is formed through cognitive and evaluative processes, beginning with brand awareness and the development of a positive brand image. Therefore, the effectiveness of social media marketing on TikTok depends more on building strong brand awareness and brand image than directly driving purchase intention.

CHATBOT MARKETING EFFORTS, COMMUNICATION QUALITY, USAGE MOTIVATION : DAMPAK TERHADAP SATISFACTION, REUSE INTENTION, PURCHASE INTENTION, DAN E-TRUST Pinasti, Ratna; Sitepu, Adma Sari
JURNAL LENTERA BISNIS Vol. 15 No. 3 (2026): JURNAL LENTERA BISNIS, SEPTEMBER 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i3.2537

The use of chatbots on e-commerce platforms is increasingly expanding as a means to enhance customer service quality. Consequently, it is crucial to understand the factors influencing user satisfaction and their impact on user behavior regarding chatbot usage. This study aims to analyze the influence of Chatbot Marketing Efforts on Chatbot Communication Quality; the influence of Chatbot Communication Quality and Motivation for Chatbot Usage on Satisfaction; and the influence of Satisfaction on Reuse Intention, Purchase Intention, and E-Trust. A quantitative approach was employed using purposive sampling involving 530 Shopee users who were at least 17 years old, had used the chatbot feature, and possessed shopping experience on Shopee. Data analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results indicate that all path coefficients show a positive direction and all tested relationships between variables are significant. Chatbot Marketing Efforts positively influence Chatbot Communication Quality; Chatbot Communication Quality and Motivation for Chatbot Usage positively influence Satisfaction; and Satisfaction positively influences Reuse Intention, Purchase Intention, and E-Trust. This study contributes to the development of chatbot service strategies for e-commerce platforms. It is recommended that Shopee optimize its knowledge base, improve chatbot response quality, and periodically evaluate the user experience to enhance user satisfaction.

PENGARUH SOCIAL MEDIA MARKETING ACTIVITIES TERHADAP BRAND LOYALTY DAN BRAND AWARENESS MELALUI CUSTOMER SATISFACTION DAMPAKNYA TERHADAP PURCHASE INTENTION Dani Andhikha Budi; Adma Sari Sitepu
JURNAL LENTERA BISNIS Vol. 15 No. 3 (2026): JURNAL LENTERA BISNIS, SEPTEMBER 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i3.2539

The rapid development of the skincare industry and the high use of social media encourage companies to optimize social media marketing strategies to increase consumer purchase intention. This study aims to analyze the influence of Social Media Marketing Activities on Purchase Intention through the role of Customer Satisfaction, Brand Loyalty, and Brand Awareness on TikTok Generation Z users in Greater Jakarta. The study used a quantitative approach with a survey method of 360 respondents selected through purposive sampling. Data were analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with the help of SmartPLS 4.0. The results showed that Social Media Marketing Activities has a positive and significant effect on Customer Satisfaction, Brand Loyalty, and Brand Awareness. In addition, Customer Satisfaction has a positive effect on Brand Loyalty and Brand Awareness and is proven to mediate the relationship between Social Media Marketing Activities and both variables. Brand Loyalty and Brand Awareness also have a positive and significant effect on Purchase Intention. It is recommended that Skintific continue to develop creative, educational, and interactive social media content to increase consumer satisfaction, loyalty, and brand awareness. This research provides theoretical contributions in enriching digital marketing literature as well as practical contributions as a basis for developing more effective social media marketing strategies.

Pengaruh Social Media Marketing Activities terhadap Purchase Intention Parfum Lokal melalui Perceived Value, Social Brand Engagement, dan Brand Trust Justin Mayshandi; Sophiyanto Wuryan; Adma Sari Sitepu; Nina Afrianita
Indonesian Journal of Multidisciplinary on Social and Technology Vol. 4 No. 3 (2026): Juli - Oktober
Publisher : PT Ilmu Data Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijmst.v4i3.14107

Perkembangan social commerce mendorong pelaku usaha memanfaatkan media sosial sebagai sarana pemasaran dan penjualan, termasuk pada produk parfum lokal yang menghadapi keterbatasan dalam pembelian daring karena konsumen tidak dapat mengevaluasi aroma secara langsung sebelum melakukan pembelian. Kondisi tersebut menjadikan strategi pemasaran melalui media sosial penting dalam membangun persepsi, keterlibatan, dan kepercayaan konsumen terhadap merek. Penelitian ini bertujuan untuk menganalisis pengaruh Social Media Marketing Activities terhadap Purchase Intention parfum lokal melalui Perceived Value, Social Brand Engagement, dan Brand Trust. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 450 responden pengguna TikTok di wilayah Jabodetabek yang memiliki ketertarikan untuk membeli parfum lokal melalui TikTok Shop. Sampel ditentukan menggunakan teknik purposive sampling, sedangkan data dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa Social Media Marketing Activities berpengaruh positif dan signifikan terhadap Purchase Intention, Perceived Value, Social Brand Engagement, dan Brand Trust. Selain itu, Perceived Value, Social Brand Engagement, dan Brand Trust terbukti memediasi secara positif dan signifikan pengaruh Social Media Marketing Activities terhadap Purchase Intention. Brand Trust menunjukkan efek mediasi paling kuat, diikuti Perceived Value dan Social Brand Engagement. Temuan ini menunjukkan bahwa pemasaran media sosial dapat meningkatkan niat pembelian secara langsung maupun melalui pembentukan nilai, keterlibatan, dan kepercayaan konsumen terhadap merek parfum lokal.

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