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Keni, Keni
Universias Tarumanegara
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Dinamika Loyalitas Pelanggan Produk Berbahan Dasar Plastik: Peran Mediasi Kepuasan Pelanggan Christofer, Andrew; Keni, Keni
Business Management Journal Vol 21, No 1 (2025): Business Management Journal
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/bmj.v21i1.8158

Abstract

Consumption of plastic-based products always has its own dynamics as it faces issue regarding its impact to environment, thereby companies are adapting by offering eco-friendly plastic-based products as an attempt to retain customers. Therefore, this study aims to examine the impact of price perception, product quality, and social influence on customer satisfaction and loyalty toward plastic-based products in Jakarta. Additionally, this study investigates the mediating role of customer satisfaction in the relationships between product quality, price perception, social influence, and customer loyalty. The sample of this study is 180 users of a plastic-based product brand in Jakarta. Data were collected by using convenience sampling through Google Forms. The data were analyzed by using SEM-PLS method through SmartPLS 4 software. This study revealed that product quality, price perception, and social influence significantly affect customer satisfaction. Moreover, product quality and social influence directly affect customer loyalty. However, price perception doesn’t directly influence customer loyalty but does so indirectly through customer satisfaction. This study also highlights the crucial role of customer satisfaction in mediating the influence of product quality and social influence toward loyalty. These findings provide strategic insights for companies aiming to enhance customer loyalty by focusing on product quality, social influences, and optimizing customer satisfaction.
Determinan Intensi Berkelanjutan untuk Menggunakan Aplikasi Pembayaran Digital di Indonesia: Peran Mediasi Kepuasan Pelanggan Wijaya, Robertus Kartono; Keni, Keni
Business Management Journal Vol 21, No 2 (2025): Business Management Journal
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/bmj.v21i2.8951

Abstract

During the introduction stage of digital payment application, several applications offered discount and cashback in order to increase the technology adoption. However, after the society has adopted it, the discount and cashback have decreased, thereby the promotion became unattractive and could be a barrier for the society’s intention to use the application continuously. Therefore, this research aims to study the factors affecting society’s intention to use digital payment application continuously in Indonesia. This research uses a non-probability sampling by using the convenience sampling technique. Moreover, this research collected the data through questionnaire from 181 respondents. The data was analysed using Partial Least Square – Structural Equation Modelling (PLS-SEM) method. The results showed that perceived usefulness and trust can affect customer satisfaction and continuance intention to use digital payment applications positively and significantly. Confirmation can’t affect the intention significantly, but it can affect customer satisfaction significantly. Customer satisfaction can affect the intention positively and significantly. Meanwhile, customer satisfaction can mediate the influence of confirmation, perceived usefulness, and trust on the intention.
Co-Authors Christofer, Andrew Wijaya, Robertus Kartono