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All Journal Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Journal of Emerging Business Management and Entrepreneurship Studies
Yunus, Erlinda Nusron
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Unveiling The Impact of Logistics Service Quality On Customer Satisfaction and Demographic Factors As Moderator: Indonesia Quick Commerce Perspective Savitri, Gusti Ayu Made Hanny Dian; Yunus, Erlinda Nusron; Widjanarko, Alain
Jurnal Aplikasi Bisnis dan Manajemen Vol. 11 No. 2 (2025): JABM Vol. 11 No. 2, May 2025
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.11.2.418

Abstract

Background: Quick commerce is one of the biggest opportunities in the COVID-19 pandemic. In Indonesia, quick commerce has increased due to the trend of purchasing groceries online. Even though shopping activities are shifted online, customers still demand a service as excellent as they would order at a physical store.Purpose: This study aims to determine the factors of logistics service quality that improve customer satisfaction and examine the demographic factors that enhance the relationship between logistics service quality and customer satisfaction.Design/methodology/approach: This study employed a survey method to achieve broad data coverage. The data analysis techniques used in this study included hierarchical regression analysis and moderated regression analysis (MRA).Finding/Results: The findings show that logistics service quality positively affects customer satisfaction for quick commerce on Java. This also indicates that age is a significant moderating variable in the relationship between logistics service quality and customer satisfaction.Conclusion: Quick commerce companies should focus on younger customer satisfaction levels. Moreover, companies can increase customer satisfaction based on several logistics service quality factors, such as arranging courier training regarding how to treat customers, providing recommendations for similar products if a particular product is not available, or ensuring that the order will arrive in the customer’s hands in a short time and safely. Originality/value (state of the art): One of the important factors that could be a competitive advantage for a company is logistics service quality; however, research related to quick commerce in an emerging economy is still limited. This research enriches studies related to customer satisfaction, logistics service quality, and demographic factors (gender, age, and income level) by analyzing the perceptions of quick commerce customers. Keywords: demographic factors, logistics service quality, quick commerce, physical store, customer satisfaction
The Implementation of Sustainable Supply Chain in The Beauty and Personal Care Industry in Indonesia: The Natural Resource-Based View Salsabila, Natasha Vidi; Berliana, Sheilla Ananda; Yunus, Erlinda Nusron
Journal of Emerging Business Management and Entrepreneurship Studies Vol. 5 No. 1 (2025): Journal of Emerging Business Management and Entrepreneurship Studies
Publisher : Research Center and Case Clearing House (RC-CCH) - Sekolah Tinggi Manajemen PPM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34149/jebmes.v5i1.180

Abstract

This study aims to understand the knowledge of the beauty and personal care industry in Indonesia about sustainable supply chain and assess the impact of consumer views about sustainable supply chain implementation on corporate image and purchase intention. Specifically, the study tests the relationships between customers’ knowledge regarding firms’ sustainable supply chain practices and firms’ corporate image. Sustainable supply chain practices are measured through the extent of sustainable procurement, sustainable warehousing, sustainable product design, sustainable energy, sustainable transportation, reverse logistics, and sustainable waste management. Customers’ perception on the corporate image would further increase their purchase intention.  The research uses a quantitative approach by surveying 438 beauty and personal care product users. The results show that sustainable waste management is the most recognized and perceived implementation that contributes to a good corporate image regarding sustainability. Therefore, beauty and personal care companies can leverage the customer perception of sustainable supply chains by emphasizing sustainable waste management through different strategies and educating customers on sustainable supply chain practices. The findings of this study provide valuable insight into the practical effectiveness of sustainable chain supply in the beauty and personal care industry and provide input to future sustainability efforts on the environment, society, and economics.
Faktor Keberhasilan Kritis Usaha Kuliner Berbasis Cloud Kitchen Dari Perspektif Pelaku Usaha dan Konsumen Sugiarto, Christian Ryan; Lastiawan, Joey Prakarsa; Yunus, Erlinda Nusron
Jurnal Aplikasi Bisnis dan Manajemen Vol. 9 No. 1 (2023): JABM, Vol. 9 No. 1, Januari 2023
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.9.1.273

Abstract

Cloud kitchen is a food service business system that does not serve dine-in orders and only focuses on serving delivery. This study aims to identify the characteristics, challenges, and critical success factors of cloud kitchen-based culinary businesses. Critical success factors will be analyzed from the point of view of cloud kitchen’s tenants as well as from the consumer's point of view. The research method used is the mixed method. The research begins with a qualitative method, employing phenomenology approach. Characteristics found in the study were low cost, simpler operational activities, and unique branding. The challenges are dependency on the aggregator, profit margin, voice of customer, and branding. Meanwhile, the critical success factors identified in the study are sales promotion, food taste, brand reputation, online rating, packaging, and hygiene. Then, the research is continued by distributing questionnaires to determine the critical success factors from the consumer's perspective as the independent variable, repurchase intention as the dependent variable, and customer satisfaction as the intervening variable. The results showed a significant influence on repurchase intention of all critical success factors mediated by customer satisfaction. Critical success factors also affect repurchase intention directly except for the hygiene factor. Meanwhile, the importance of critical success factors according to the consumer's point of view from the most important factors are food taste, sales promotion, brand reputation, rating in applications, food hygiene, and product packaging. Keywords: cloud kitchen, characteristics, challenges, CSF, Mix Method
Pengaruh Big Data Analytics Capability Terhadap Performa Rantai Pasok dan Efek Moderasi Dari Kemitraan: The Effect of Big Data Analytics Capability On Supply Chain Performance and The Moderating Effect of Partnerships Salim, Edward; Yunus, Erlinda Nusron
Jurnal Aplikasi Bisnis dan Manajemen Vol. 10 No. 1 (2024): JABM, Vol. 10 No. 1, Januari 2024
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.10.1.328

Abstract

This research aims to determine the influence of big data analytics capability (BDAC) on company supply chain performance and whether partnerships between entities in the supply chain moderate this relationship. The ability of Indonesian companies to exploit and analyze big data is increasingly crucial in the Industry 4.0 era. This research uses a survey method, where the population is manufacturing companies in Indonesia, represented by respondents working in the supply chain management scope. The data from 130 companies was analyzed to test the instrument, data distribution, and hypotheses using the linear regression method. The research results show a significant and positive relationship between the human resources and intangibles variables from BDAC on supply chain performance. Still, there is no significant relationship between the tangibles variables from BDAC and supply chain performance. In addition, no moderating effect of supply chain partnerships was found on the relationship between BDAC and supply chains. The research implications will enrich the field of supply chain management, especially regarding the implementation of Industry 4.0 technology, and be a consideration for managers in efforts to improve supply chain performance. Keywords: big data analytics capability, Industry 4.0, manufacture, supply chain partnership, supply chain performance
Co-Authors Berliana, Sheilla Ananda Lastiawan, Joey Prakarsa Salim, Edward Salsabila, Natasha Vidi Savitri, Gusti Ayu Made Hanny Dian Sugiarto, Christian Ryan Widjanarko, Alain