Vita Ratnasari
Institut Teknologi Sepuluh Nopember, Indonesia

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Analysis of the Impact of UI/UX Elements on User Satisfaction and Loyalty In E-Commerce Platforms: An Empirical Study on the Tokopedia Platform Annisa Triana Talmera; Mahendra Wardhana; Vita Ratnasari
Journal of Social Research Vol. 4 No. 8 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i7.2613

Abstract

The increasingly intense competition in Indonesia's e-commerce industry is compelling platforms like Tokopedia to shift from price war strategies to enhancing user experience to build long-term loyalty. This study aims to analyze the influence of User Interface (UI) and User Experience (UX) elements on User Satisfaction and User Loyalty on the Tokopedia platform. Specifically, this research also examines the mediating role of User Satisfaction in the relationship between UI/UX and User Loyalty. This research utilizes a quantitative approach with non-probability sampling through a purposive sampling technique. Data were collected via an online questionnaire distributed to 150 active Tokopedia users residing in the Jabodetabek area. The data analysis technique used is Partial Least Squares Structural Equation Modeling (PLS-SEM) with the SmartPLS 4 software. The results indicate that User Interface (UI) and User Experience (UX) have a positive and significant effect on User Satisfaction. Subsequently, User Satisfaction is also proven to have a positive and significant effect on User Loyalty. However, the key finding of this research is the insignificance of the direct effects of UI and UX on User Loyalty. Further analysis confirms the role of User Satisfaction as a full mediation variable. This indicates that the entire influence of UI and UX on User Loyalty is fully channeled through User Satisfaction. This study concludes that satisfaction is a crucial strategic bridge that must be crossed to convert a good user experience into tangible customer loyalty. The implication for Tokopedia is that investments in UI/UX improvements will not be effective in increasing loyalty if they are not accompanied by strategies that ensure these features genuinely satisfy users first.
Analysis Of The Implementation Of Csr Programs On Environmental Performance (Case Study: Bio-Manufacturing Companies) Slamet Wahyudi; Vita Ratnasari
Journal of Social Research Vol. 4 No. 8 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i7.2713

Abstract

Harmonious relations between companies and surrounding communities are the dream of every industry. In reality, however, industries often experience conflicts with surrounding communities. This is due to several factors, namely those related to employment and environmental impacts. A notable social conflict occurred in 2012 when approximately 64 local residents staged a demonstration. To mitigate such conflicts, the company has adopted a community engagement approach through its Corporate Social Responsibility (CSR) program. This study examines the alignment and implementation of CSR programs in relation to their impact on environmental performance at a bio-manufacturing company located in East Java, Indonesia. To date, the company's CSR programs have incorporated suggestions from the local community. Based on company data, the percentage of social CSR programs is highly dominant at 83.5%, consisting of charity, religious, and natural disaster relief initiatives. This study employs an explanatory quantitative approach to test existing theories or hypotheses, aiming to strengthen or add to previous research findings. While other studies only use the CSR disclosure variable, this study includes the type of CSR variable that influences CSR disclosure and several external influences on environmental performance. The sample size for this study is 300 respondents from the community surrounding the company. Data was collected through the distribution of questionnaires and analyzed using SEM-PLS software. The results of the study indicate that CSR disclosure, pro-environmental community actions, and environmental NGOs have a positive and significant effect on environmental performance. The suitability of CSR programs for the community is the main factor influencing the value of CSR disclosure satisfaction. This study shows that the appropriate CSR programs for companies are social CSR, health CSR, and environmental CSR.