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All Journal Journal of Strategic Marketing and Innovation
Dr. Osly Usman, M.Bus Syst
Universitas Negeri Jakarta
Economics, Econometrics & Finance

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The Effect of Factors on Satisfaction and Reuse Intention of OVO E-Wallet Farizka Hayyu Artanti; Sumayyah Aziz; Dr. Osly Usman, M.Bus Syst
Journal of Strategic Marketing and Innovation Vol. 1 No. 1 (2025): Journal of Strategic Marketing and Innovation
Publisher : Asosiasi Transformasi Digital Dan Bisnis Indonesia

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This research study examines the factors such as ease of use, brand trust, and security of transaction that influence customer satisfaction and their intention to continue using the OVO e-wallet. The factors analyzed include ease of use, transaction security, and brand trust. The study focuses on OVO users in the Jakarta, Bogor, Depok, Tangerang, and Bekasi areas, with a sample size of 100. The data in this study is collected through an online survey and analyzed using SmartPLS 4. The results indicate that ease of use and transaction security positively impact great customer experience and their intention to continue using the OVO e-wallet. However, brand trust does not significantly affect customer satisfaction. These findings highlight the importance of ease of use and transaction security in enhancing customer satisfaction and the continuance intention for using the OVO e-wallet.
The Effect of Service Quality, Brand Trust, and Promotion on Customer Loyalty Through Customer Satisfaction at Shopee Indonesia Fathin Aliaa Hamdi; Syafiqah Dewi Ramadhani; Dr. Osly Usman, M.Bus Syst
Journal of Strategic Marketing and Innovation Vol. 1 No. 1 (2025): Journal of Strategic Marketing and Innovation
Publisher : Asosiasi Transformasi Digital Dan Bisnis Indonesia

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The purpose of this study is to examine how customer service quality, brand trust, and promotion affect customer loyalty through customer satisfaction. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). The composite dependability value of the internal consistency test met the parameters. Every indicator variable statement has satisfied the requirements for validity and reliability based on the test results. The hypothesis test with SmartPLS 4.0 show that service quality has an positive indirect effect on customer loyalty, brand trust had a positive and significant indirect effect on customer loyalty, promotion had a positive and significant indirect effect on customer loyalty. The influence of Service Quality on Customer Loyalty through Customer Satisfaction has a postive and significant indirect relationship. The influence of Brand Trust on Customer Loyalty through Customer Satisfaction has a postive and significant indirect relationship. And there is a postive and significant indirect relationship of Brand Trust on Customer Loyalty through Customer Satisfaction.
The Influence of User Interface (UI) and User Experience (UX) on Purchase Decisions and User Satisfaction on E-Commerce Platforms Muhammad Fathi Farhan; Dr. Osly Usman, M.Bus Syst
Journal of Strategic Marketing and Innovation Vol. 1 No. 1 (2025): Journal of Strategic Marketing and Innovation
Publisher : Asosiasi Transformasi Digital Dan Bisnis Indonesia

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Currently, technology plays a significant part in the lives of humans, in addition to the development of the internet, one of which influences people's lifestyles, especially in shopping for basic necessities online through e-commerce platforms because of their easy transaction process. The purpose of this research is to examine the impact of user interface design and user experience on purchase decisions and user satisfaction on e-commerce platforms. With the use of SmartPLS 4.0 software, this study employs a quantitative methodology utilizing the Partial Least Square (PLS) method. An alternate technique to structural equation modeling (SEM) is PLS. A questionnaire was used to obtain the data with a sample of 100 respondents from the Faculty of Economics and Business, Jakarta State University. The study's findings indicate that while user interface design significantly influences both customer satisfaction and purchase decisions, user experience has no discernible impact on either of these variables It is anticipated that this study will serve as a helpful, current resource for digital media platforms, practitioners, organizations, and businesses in preserving user satisfaction in the quickly evolving digitalization era.
Analysis Of Factors That Influence Customer Satisfaction In Grab Indonesia Syafiqah Dewi Ramadhani; Fathin Alia Hamdi; Dr. Osly Usman, M.Bus Syst
Journal of Strategic Marketing and Innovation Vol. 1 No. 1 (2025): Journal of Strategic Marketing and Innovation
Publisher : Asosiasi Transformasi Digital Dan Bisnis Indonesia

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This study aims to analyze the influence of Customer Experience, Service Quality, and Promotion on customer satisfaction through consumer trust among Grab Indonesia users. This research uses a quantitative approach with primary data collection through online questionnaires. Respondents were selected using purposive sampling, with a total of 105 respondents, 100 of whom used Grab Indonesia, while 5 did not. The entire population was used as the research sample. Data were analyzed using Structural Equation Modeling - Partial Least Square (SEM-PLS) with the aid of Smart PLS 4.0.9.3 software. The statistical analysis includes descriptive analysis, convergent and discriminant validity tests, reliability tests (Cronbach’s alpha and composite reliability), variable relationship tests, and hypothesis testing. The results show that Customer Experience positively and significantly affects customer satisfaction through consumer trust in Grab Indonesia. Service Quality also has a significant positive effect, while Promotion does not significantly influence customer satisfaction through consumer trust in Grab Indonesia. It can be concluded that improving customer experience and service quality is crucial to enhancing customer satisfaction in Grab Indonesia. However, there is no significant evidence that increased purchasing decisions will lead to higher customer loyalty.
Impact of Trust, Service Quality, Price on Customer Satisfaction on E-Commerce Users Attitudes Alfin Nurfadhilah Ramli; Ahmad Jidan Abrar; Dr. Osly Usman, M.Bus Syst
Journal of Strategic Marketing and Innovation Vol. 1 No. 1 (2025): Journal of Strategic Marketing and Innovation
Publisher : Asosiasi Transformasi Digital Dan Bisnis Indonesia

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E-commerce is a rapidly growing sector influenced by factors such as customer trust, service quality, pricing, and satisfaction. Customer trust and service quality impact satisfaction, while pricing influences purchasing decisions. Understanding these relationships is crucial for E-commerce platforms to enhance customer satisfaction and loyalty, facilitating long-term business growth. This research employed a quantitative method involving a questionnaire survey as the primary data collection tool. The questionnaire was utilized to gain insights and in-depth responses from the respondents regarding the research topic. The researcher chose to apply the Partial Least Square (PLS) method for data analysis. In conclusion, this research finds that trust positively impacts customer satisfaction and attitude. Service quality does not negatively affect satisfaction and has a positive effect on attitude. Price positively affects satisfaction but does not negatively impact attitude. Customer satisfaction positively influences customer attitude in using e-commerce, providing insights into e-commerce customer behaviour. Researcher recommends that other researchers exploring the same topic conduct studies in various fields of activity. Research in different domains will complement this study and enable more comprehensive decision-making on a global scale.
Co-Authors Ahmad Jidan Abrar Alfin Nurfadhilah Ramli Farizka Hayyu Artanti Fathin Alia Hamdi Fathin Aliaa Hamdi Muhammad Fathi Farhan Sumayyah Aziz Syafiqah Dewi Ramadhani