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INDONESIA
Indonesian Marketing Journal
Published by Universitas Pelita Harapan
ISSN : -     EISSN : 27766004     DOI : -
Core Subject : Social,
Social Sciences
Indonesian Marketing Journal is published by the Faculty of Economics and Business, Universitas Pelita Harapan. The aim of Indonesian Marketing Journal is to provide original research articles related to key concepts and theories in the marketing field.  Indonesian Marketing Journal aims to foster leading scientific research on marketing. It provides a central and independent forum for the critical evaluation and dissemination of research and to publish the highest quality research with evaluation, evidence and conclusions that are relevant to marketing while engaging marketing scholars and practitioners. Indonesian Marketing Journal places a strong emphasis on both knowledge and practice, facilitating the exchange of ideas and discoveries on research issues. The journal is intended to give both an academic and practical focus, reflecting the trends, interests in on going strategic initiatives, phenomenon related to marketing. The journal topic covers scientific publications related to Business Marketing, Marketing Research, Marketing Management, Services Marketing, Marketing Strategy, Global Marketing, Retail Marketing, Marketing Communication, and Marketing Education.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Pemasaran
Articles 52 Documents
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Pengaruh Kualitas Layanan dan Pemanfaatan Teknologi Terhadap Kepuasan dan Loyalitas Pengguna Indihome di Indonesia [The Effect of Service Quality and Technology Utilization on Customer Satisfaction and Customer Loyalty of Indihome in Indonesia] Gunawan, Indra; Hutabarat, Moses Lorensius Parlinggoman
Indonesian Marketing Journal Vol.2, No.1, April 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i1.5871

Abstract

This study aims to determine how the level of customer loyalty Indihome. To meet the objectives, this study examines the effect of service quality and technology utilization on customer loyalty which is mediated by customer satisfaction variables. The sampling technique used is a non-probability sampling technique, namely purposive sampling with a total of 250 respondents. The instrument used for data collection is a questionnaire via Google Form which consists of 21 indicators. Testing of the questionnaire is done by testing the validity and reliability. Furthermore, the tool used in data analysis is PLS-SEM with SmartPLS 3.0 program. There are 7 hypotheses in this study, namely: (1) Service Quality has a positive and significant effect on Customer Satisfaction; (2) Technology Utilization has a positive and significant effect on Customer Satisfaction; (3) Customer Satisfaction has a positive and significant effect on Customer Loyalty; (4) Service Quality has a positive and significant effect on Customer Loyalty; (5) Technology Utilization has a positive and significant effect on Customer Loyalty; (6) Customer Satisfaction mediates positively and significantly the relationship between Service Quality and customer loyalty; (7) Customer Satisfaction mediates positively and significantly relationship between Technology Utilization and Customer Loyalty.Bahasa Indonesia Abstrak: Penelitian ini bertujuan untuk mengetahui bagaimana tingkat loyalitas pelanggan Indihome. Untuk memenuhi tujuan, penelitian ini menguji pengaruh kualitas layanan dan pemanfaatan teknologi terhadap loyalitas pelanggan yang dimediasi oleh variabel kepuasan pelanggan. Teknik pengambilan pengambilan sampel yang digunakan adalah teknik sampel non-probability sampling yaitu purposive sampling dengan jumlah responden sebanyak 250 orang. Instrumen yang digunakan untuk pengumpulan data adalah kuesioner melalui Google Form yang terdiri dari 21 indikator. Pengujian terhadap kuesioner dilakukan dengan uji validitas dan reliabilitas. Selanjutnya, alat yang digunakan dalam analisis data adalah PLS-SEM dengan program SmartPLS 3.0. Terdapat 7 hipotesis dalam penelitian ini yaitu: (1) Kualitas Layanan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan; (2) Pemanfaatan Teknologi berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan; (3) Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan; (4) Kualitas Layanan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan; (5) Pemanfaatan Teknologi berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan; (6) Kepuasan Pelanggan memediasi secara positif dan signifikan hubungan Kualitas Layanan terhadap Loyalitas Pelanggan; (7) Kepuasan Pelanggan memediasi secara positif dan signifikan hubungan Pemanfaatan Teknologi terhadap Loyalitas Pelanggan.
Pengaruh Kualitas Pelayanan terhadap Loyalitas Pasien dengan Kepuasan Pasien sebagai Mediasi di WellClinic Gading Serpong [The Influence of Service Quality on Patient Loyalty Mediated by Patient Satisfaction at WellClinic Gading Serpong] Sunaryo Oentara; Innocentius Bernarto
Indonesian Marketing Journal Vol.2, No.1, April 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i1.5866

Abstract

This study aims to analyze  the relationship between service quality and patient satisfaction, relationship between patient satisfaction and patient loyalty, relationship between service quality and patient loyalty, and relationship between service quality and patient loyalty mediated by patient satisfaction. The number of samples were determined to be which 200 samples. The sampling technique used was purposive sampling. Partial Least Square-Structural Equation modeling (PLS-SEM) is applied to this study. The results of data analysis showed that the service quality has a positive effect on patient satisfaction, patient satisfaction has a positive effect on patient loyalty, service quality has a positive effect on patient loyalty, and service quality has a positive impact on patient loyalty mediated by patient satisfaction.Bahasa Indonesia Abstrak: Penelitian ini bertujuan untuk menganalisis pengaruh positif kualitas layanan dan kepuasan pasien, pengaruh positif kepuasan pasien dan loyalitas pasien, kualitas layanan dan loyalitas pasien, dan kualitas layanan dan loyalitas pasien dengan kepuasan pasien sebagai mediasi. Jumlah sampel dalam penelitian ini sebesar 200 sampel. Teknik pengambilan sampel menggunakan purposive sampling dengan kriteria minimal dua kali kunjungan. Data diolah menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif terhadap kepuasan pasien, kepuasan pasien berpengaruh positif terhadap loyalitas pasien, kualitas layanan berpengaruh positif terhadap loyalitas pasien, dan kualitas layanan terhadap loyalitas pasien dengan kepuasan pasien sebagai mediasi.
Online Reviews by Beauty Vloggers of Local Lipsticks Product Impact on Purchase Intention Elda Octaffiana; Filda Rahmiati; Genoveva Genoveva
Indonesian Marketing Journal Vol.2, No.1, April 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i1.5869

Abstract

Lipstick is a necessity for all women, yet many Indonesian women continue to favor international brands since they are more familiar. The local cosmetics business is rising fast, but it has obstacles, such as a strong demand for premium or high-brand cosmetics, such as Korean items, which remain popular among young women in Indonesia. Today, beauty vloggers are regarded as a reputable source of information on a certain cosmetics product. The purpose of this study is to explore the effect of competence, trustworthiness, and beauty on the purchase intention of a local lipstick product, as mediated by customer attitude and persuasive talents. This study adopts a quantitative methodology, gathering data using an online survey platform from participants (Google Form). Researchers collected 146 questionnaires from Greater Jakarta women who had viewed YouTube beauty vlogger reviews and reside in Jakarta. In this research, SEM-PLS is utilized to test hypotheses and analyze data. It has been discovered that knowledge, dependability, and beauty have a considerable impact on purchase intent, as mediated by consumer attitude. When a beauty vlogger recommends a local product's lipstick, persuasive talents have a large direct impact on consumer purchase intentions.
The Effect of Brand Experience on Brand Equity and Visit Intentions in Virtual Alfamind Store Tiffani Alexia Hotama; Yokie Radnan Kristiyono
Indonesian Marketing Journal Vol.2, No.1, April 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i1.5870

Abstract

Over the past decade, the retail industry has made a systematic transition, with the advent of online and mobile shopping, reshaping consumer behavior and business models around the world. The COVID-19 pandemic has changed consumer behavior in interacting with stores, so consumers will prefer virtual stores. To provide comprehensive empirical evidence for this study, the authors will review literature relevant to brand experience, their brand equity and visit intentions. Therefore, in this study, we will find out whether there is a positive influence of brand experience on brand equity and visit intentions. This study uses quantitative methods. Data was taken using Google Form which was distributed to 50 people for the preliminary study and 200 respondents for the actual research. Data collection was done by using convenience sampling. The data obtained was processed using the SmartPls 3.0 application. The results of this study indicate that there is a positive influence between sensory and brand equity. There is no positive influence between behavior on brand equity. There is a positive influence between emotional on brand equity. There is a positive influence between intellectual and brand equity. There is no positive influence between sensory and visit intentions. There is no positive influence between behavior on visit intentions. There is a positive influence between emotional on visit intentions. There is no positive influence between intellectual and visit intentions. There is a positive influence of brand equity on visit intentions.
Antecedents of Patient Experiential Satisfaction and its Impact on Patient Loyalty (A Study of Obstetric Service in a Mother and Child Hospital in Indonesia) Agus Heriyanto; Ferdi Antonio
Indonesian Marketing Journal Vol.2, No.1, April 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i1.5221

Abstract

The purpose of this study was to examine and analysed the effect of maternity care by doctors, maternity care by nurse, hospital ambiance, hospital reputation, waiting time, and patient safety on patient experiential satisfaction and their impact on patient loyalty moderated by social media engagement. The analysis of this modified research model from previous studies was carried out with data from obstetric services at the Mother and Child Hospital or Rumah Sakit Ibu dan Anak (RSIA). The method in this research is quantitative with a survey and cross-sectional approach. Respondent data were taken by purposive sampling with a questionnaire from individuals who had received obstetric services at RSIA XYZ, especially those who had a history of giving birth at this RSIA. There were 205 samples that met the requirements and were analysed by PLS-SEM. The results showed that the six antecedents of patient experiential satisfaction were proven to have a significant and positive effect. The strongest influence was shown by maternity care by doctors and followed by hospital reputation and hospital ambiance. The findings of this study prove the positive impact of experiential satisfaction on patient loyalty at RSIA. Social media engagement was found to have a significant and negative effect, this can be attributed to the suboptimal performance of social media managed by RSIA. From the findings of this study, managerial implications can be drawn for the development of obstetric services at RSIA. There are a number of limitations that are followed by suggestions for further research.
THE EFFECT OF CORPORATE IMAGE AND PRICE FAIRNESS ON GOJEK USER LOYALTY AND SATISFACTION Dinda Anisa Meldya Salsabila; Felicia Immanuela; Kurnia Hotmaida Sianturi; Yohanes Farrell Pamungkas
Indonesian Marketing Journal Vol. 2, No. 2, September 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i2.6761

Abstract

This study aims to realize the influence of tariffs, and company image related to customer loyalty of online-based public transportation services to Gojek customers. The process model used during this research is the perception of causality and the perception of causality and the number of respondents in this study is 120 respondents. In research conducted based on perceived causality (perceived causality) according to a partial way a significant effect on customer loyalty. The results of this study prove that the company's image affects customer satisfaction and customer loyalty, therefore it affects positively on the fairness of a price.
THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AND REPURCHASE INTEREST (STUDY AT STARBUCKS) Aulia Adisti Husnaini Tanjung; Else Else; M. Shultan Satria; Suhail Elvari
Indonesian Marketing Journal Vol. 2, No. 2, September 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i2.6762

Abstract

This study tested and analyzed product quality, service, customer satisfaction, and consumer repurchase interest at Starbucks Indonesia. The research population sample is Starbucks Indonesia Consumers with a sample size of 105 respondents. In testing the data analysis hypothesis using SPSS Version 21.0, the results show that product quality and service quality significantly affect consumer satisfaction. Product quality and consumer satisfaction affects repurchase intention, but service quality has no significant effect on the repurchase intention.
THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN SHAPING CUSTOMER LOYALTY AT MCDONALD'S FAST FOOD OUTLETS IN THE JABODETABEK AREA Muhammad Ariq Farabi; Muhammad Marcello Bujung; Mohammad Rafi Arya Dwi Putra; Nur Riftisah
Indonesian Marketing Journal Vol. 2, No. 2, September 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i2.6763

Abstract

The aim of this research is to analyze and know the impact of service quality in shaping customer’s loyalty through customer’s satisfaction. The research uses non-probability purposive sampling technique and the research is quantitive research. The research uses questionnaires as the instrument to collect the data and analyzed with SEM. The total collected data are about 150 respondents. The result of the data research shows that, has five dimensions affect the service quality positively and the other results tells that customer’s satisfaction is a major factor to customer’s loyalty. The result of the research shows that there is no any direct relation between service quality and customer’s loyalty, so the direct effect of service quality on customer’s loyalty does not sustain on the research.
THE EFFECT OF RETAIL SERVICE, HEDONIC VALUE, AND OUTLET ATMOSPHERE ON THE IMPULSE PURCHASES OF IKEA ALAM SUTERA CUSTOMERS Audrey Alya Shifa; Kevin Hilman Yusuf; Marbelle Ridaryanto; Nadya Estefania Brenaita
Indonesian Marketing Journal Vol. 2, No. 2, September 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i2.6764

Abstract

The purpose of this study is to analyze the factors that influence impulsive buying. The research used a quantitative descriptive approach with distribute online questionnaire to 50 respondents of the public in Jakarta to earn the data. The results showed that retail service influenced impulsive buying, hedonic value influenced impulsive buying, and store atmosphere had a significant positive effect on impulsive buying. The results of the test show that the value of sig < alpha (0.05) and ) means that retail services, hedonic values and store atmosphere simultaneously affect impulse buying.
THE INFLUENCE OF BRANDING CREDIBILITY ON WORD OF MOUTH THROUGH CUSTOMER SATISFACTION AND CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT INDOMARET SURABAYA SUPERMARKET Angelina Gayatri; Elyzabet Gultom; Imelda Fransisca; Trifena Ferren Tiwow
Indonesian Marketing Journal Vol. 2, No. 2, September 2022
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v2i2.6852

Abstract

This article provides analysis for retail developments to retain customers and acquire new customers, rapid business development, and tight business development can affect certain variables. The method used is the brand credibility method by creating satisfaction and loyalty to a word of mouth that can have a positive impact on customers and businesspeople. The research approach used is the technical research of Indomaret Swalayan respondents by means of an approach between customers as consumer actors.

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