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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 SERVICE QUALITY, PERCEIVED VALUE, CUSTOMER SATISFACTION TERHADAP POST-PURCHASE INTENTION PADA APPLE DI INDONESIA [THE EFFECT OF SERVICE QUALITY, PERCEIVED VALUE, CUSTOMER SATISFACTION ON POST-PURCHASE INTENTION FOR APPLE IN INDONESIA] Reynaldi Reynaldi; Dewi Wuisan
Indonesian Marketing Journal Vol. 3, No. 1, April 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i1.7020

Abstract

This study aims to examine the positive influence of service quality, perceived value, customer satisfaction on post-purchase intention at Apple in Indonesia. As we know, technological developments experience very rapid development every year and affect the tendency of the Indonesian people to access advances in technology, information and communication that require a supporting tool/device such as a smartphone. People use smartphones not only as a means of communication but also as a social and work need. Apple, which is a well-known brand in the smartphone industry, only controlled less than 10% of the smartphone market share in Indonesia in the period August 2019–August 2020. Even though, when viewed from a global growth perspective, the Apple brand has quite high growth compared to its competitors. This is what triggers research on the effect of service quality, perceived value, customer satisfaction on post-purchase intention on Apple products in Indonesia. In this study the sampling technique used was a non-probability sampling technique, namely purposive sampling where the respondents were users of Apple products, located in JABODETABEK and outside JABODETABEK. The sample in this study amounted to 200 respondents with a data collection method in the form of questionnaires distributed via Google Forms. The results of the data obtained were processed using validity, reliability and statistical analysis. Meanwhile, data processing uses Partial Least Square - Structural Equation Modeling (PLS-SEM) processed using SmartPLS 3.0 software. The research results obtained indicate that service quality has a significant positive effect both directly and indirectly on post-purchase intention. Perceived value also has a significant positive effect both directly and indirectly on post-purchase intention. And finally, customer satisfaction has a direct positive effect on Apple's post-purchase intention in Indonesia.Bahasa Indonesia Abstrak: Penelitian ini bertujuan untuk menguji pengaruh positif service quality, perceived value, customer satisfaction terhadap post-purchase intention pada Apple di Indonesia. Seperti yang kita ketahui bahwa perkembangan teknologi setiap tahunnya mengalami perkembangan yang sangat pesat dan memengaruhi kecenderungan masyarakat Indonesia untuk mengakses kemajuan teknologi, informasi, dan komunikasi yang membutuhkan sebuah alat/device yang menunjang seperti smartphone. Orang-orang menggunakan smartphone tidak hanya sebagai alat komunikasi saja tetapi juga merupakan sebuah kebutuhan sosial dan pekerjaan. Apple yang merupakan sebuah brand yang terkenal di industri smartphone hanya menguasai kurang dari 10% pangsa pasar smartphone di Indonesia pada periode Agustus 2019–Agustus 2020. Padahal apabila dilihat dari segi pertumbuhan global, brand Apple memiliki pertumbuhan yang cukup tinggi dibandingkan pesaingnya. Hal inilah yang memicu untuk dilakukan penelitian mengenai pengaruh service quality, perceived value, customer satisfaction, terhadap post-purchase intention pada produk Apple di Indonesia. Dalam penelitian ini teknik pengambilan sampel yang digunakan adalah teknik non-probability sampling yaitu purposive sampling di mana responden merupakan pengguna produk Apple, yang berada di JABODETABEK dan luar JABODETABEK. Sampel dalam penelitian ini berjumlah 200 responden dengan metode pengumpulan data berupa kuesioner yang disebar melalui Google Forms. Hasil data yang diperoleh diolah dengan menggunakan analisis validitas, reliabilitas, dan analisis statistik. Adapun pengolahan data menggunakan Partial Least Square - Structural Equation Modeling (PLS-SEM) diolah menggunakan software SmartPLS 3.0. Hasil penelitian yang diperoleh menunjukkan bahwa service quality memiliki pengaruh positif signifikan baik secara langsung maupun tidak langsung terhadap post-purchase intention. Perceived value juga memiliki pengaruh positif signifikan baik secara langsung maupun tidak langsung terhadap post-purchase intention. Dan yang terakhir customer satisfaction memiliki pengaruh positif secara langsung terhadap post-purchase intention Apple di Indonesia.
PENGARUH ELECTRONIC WORD OF MOUTH (eWOM), PERCEIVED ENJOYMENT, DAN SUBJECTIVE NORM TERHADAP PURCHASE INTENTION JASA SUBSCRIPTION VIDEO ON DEMAND (SVoD) NETFLIX DENGAN VARIABEL PERCEIVED USEFULNESS SEBAGAI VARIABEL MEDIASI (SURVEI PADA GENERASI Z DI DAERAH ISTIMEWA YOGYAKARTA) [THE EFFECT OF ELECTRONIC WORD OF MOUTH (eWOM), PERCEIVED ENJOYMENT, AND SUBJECTIVE NORM ON PURCHASE INTENTION IN SUBSCRIPTION VIDEO ON DEMAND (SVoD) SERVICE NETFLIX WITH PERCEIVED USEFULNESS AS MEDIATING VARIABLE (SURVEY O Taqiyya Salmanajah Kusumawati; Agung Satmoko
Indonesian Marketing Journal Vol. 3, No. 1, April 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i1.6754

Abstract

This study aims to explain the effect of electronic word of mouth (eWOM), perceived enjoyment, and subjective norm, on the purchase intention of the Netflix streaming platform for generation Z in the Special Region of Yogyakarta with the mediated variable of perceived usefulness. Technological advances abreast with the literacy of the next generation towards technology. The research method used in this research is quantitative research with survey method. The research sampling technique used non-probability in the form of purposive sampling with the criteria is generation Z in the age range of 17 - 26 years has never subscribed to Netflix. The analytical tool used in this research is Smart PLS 3.2.9. The research data was collected through a questionnaire and 131 respondents were obtained. The results of this study indicate that: (1) electronic word of mouth (eWOM), subjective norm, and perceived usefulness have a positive effect on purchase intention, while perceived enjoyment has no effect on purchase intention; (2) perceived enjoyment and subjective norm have a positive effect on perceived usefulness, while electronic word of mouth (eWOM) has no effect on perceived usefulness; (3) there is a positive effect on the indirect effect of perceived enjoyment and subjective norm on purchase intention through perceived usefulness, while electronic word of mouth (eWOM) has no effect on purchase intention through perceived usefulness.Bahasa Indonesia Abstrak: Penelitian ini bertujuan untuk menjelaskan mengenai pengaruh electronic word of mouth (eWOM), perceived enjoyment, dan subjective norm, terhadap purchase intention platform streaming Netflix pada generasi Z di Daerah Istimewa Yogyakarta dengan dimediasi variabel perceived usefulness. Kemajuan teknologi beriringan dengan meleknya generasi penerus terhadap teknologi. Metode penelitian yang digunakan dalam penelitian ini adalah penelitian kuantitatif dengan metode survey. Teknik pengambilan sampel penelitian menggunakan non-probability berupa purposive sampling dengan kriteria merupakan generasi Z di rentang umur 17 – 26 tahun, dan belum pernah berlangganan Netflix. Alat analisis yang digunakan penelitian ini merupakan Smart PLS 3.2.9. Data penelitian dikumpulkan melalui kuesioner dan diperoleh 131 responden. Hasil penelitian ini menunjukkan bahwa: (1) electronic word of mouth (eWOM), subjective norm, dan perceived usefulness berpengaruh positif terhadap purchase intention, sedangkan perceived enjoyment tidak berpengaruh terhadap purchase intention; (2) perceived enjoyment dan subjective norm berpengaruh positif terhadap perceived usefulness, sedangkan electronic word of mouth (eWOM) tidak berpengaruh terhadap perceived usefulness; (3) terdapat pengaruh positif atas pengaruh tidak langsung perceived enjoyment dan subjective norm terhadap purchase intention melalui perceived usefulness, sedangkan electronic word of mouth (eWOM) tidak berpengaruh terhadap purchase intention melalui perceived usefulness.
THE EFFECT OF PRODUCT AND SERVICE QUALITY ON CUSTOMER LOYALTY FORE COFFEE JABODETABEK Anna Salsabila; Annisa Syafa Andira; Devana Dimmy Ramadhanty; Vania Olivia
Indonesian Marketing Journal Vol. 3, No. 1, April 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i1.6853

Abstract

This research is a study that aims to examine the products and services of the Fore coffee shop brand on customer satisfaction and its effect on customer loyalty. The method used in this study is a quantitative research method with a total of 30 respondents domiciled in Jabodetabek. This research method was carried out by distributing questionnaires online as well as testing validity and reliability through the Cronbach Alpha test. The results of this study show that the products and services provided by Fore Coffee are quite good, but the services provided are not too significant compared to the products offered. The results of customer satisfaction from Fore Coffee's products and services are quite visible from the products alone. The relationship between customer satisfaction and loyalty of Fore Coffee proves that products and services can increase customer loyalty. In conclusion, the products and services at Fore Cofffee are quite satisfactory and affect customer loyalty.
THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY, CUSTOMER SATISFACTION ON CUSTOMER LOYALTY Lucinda Gratia Ambarita; Permata Ratu Sekarningsih; Yulimah Hening Swastika Lestari
Indonesian Marketing Journal Vol. 3, No. 1, April 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i1.6854

Abstract

The purpose of this study was to determine the effect of porduct quality, service, and custumer satisfaction on consumer loyalty. The method used is descriptive quantitative method. Data obtained by distributing questionnaires to the general public with 87 samples. The result showed taht product quality had no effect on consumer loyalty, service quality had a significant positive effect on consumer loyalty of the F test show that all the independent variables in this study simultaneously affect consumer loyalty by 84.4%.
OPERATIONALIZATION OF MARKETING CAPABILITIES IN THE CONTEXT OF ANALYTICS TECHNOLOGY ADOPTION Daniel Peterson Silaban; Stanss L. H. V. J. Lapian; Altje L. Tumbel; Frederik G. Worang; Imelda W. J. Ogi
Indonesian Marketing Journal Vol. 3, No. 1, April 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i1.7007

Abstract

The advent of analytics has been considered as a revolution in how firms treat data. However, the implementation of this technology is still an issue for researchers and practitioners. Many business leaders still reluctant to adopt this technology since it is still unclear how analytics adds value on firms. There are limited studies that incorporate analytics and capabilities, particularly in marketing. Moreover, there is also lack of empirical studies that cover the adaptive side of marketing capabilities. This study aims to close the gap by constructing a sound and holistic measurement of firms’ marketing capabilities (MCs) to measure the impact of analytics-related adoption. Integrative literature review was carried out to synthesize previous MCs constructs. Then, analysis was conducted to develop a new construct of MCs measurement. The result of this study proposes a more detailed and comprehensive framework in understanding the impact of marketing analytics (MA) adoption on all dimensions of MCs, including adaptive side of MCs.
Niat Pembelian Kembali Konsumen Smartphone (Studi pada Konsumen Generasi Z) [Smartphone Consumer Repurchase Intention (A Study on Generation Z Consumers)] Ruslim, Tommy Setiawan; Widjaja, Oey Hannes; Setiawan, Jessica Ribka
Indonesian Marketing Journal Vol. 3, No. 2, September 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i2.8152

Abstract

This study involved 182 respondents from Generation Z in Jakarta, aged between 10 and 25 years old, who use smartphones. The purpose of this research is to examine how brand trust, customer satisfaction, and self-congruence influence their intention to repurchase smartphones. This study employs a quantitative approach, with data collection instruments using questionnaires distributed online. The research data was then processed using the SmartPLS version 3. The results of the study indicate that brand trust, customer satisfaction, and self-congruence have a positive and significant effect on the intention of Generation Z consumers in Jakarta to repurchase smartphones.Abstrak Bahasa Indonesia:Penelitian ini melibatkan 182 responden dari generasi Z di Jakarta, yang berusia antara 10 dan 25 tahun dan menggunakan smartphone. Tujuan dari penelitian ini adalah untuk melihat bagaimana kepercayaan merek, kepuasan pelanggan, dan kesesuaian diri memengaruhi niat mereka untuk membeli smartphone lagi. Penelitian ini menggunakan pendekatan kuantitatif, dengan instrumen pengumpulan data menggunakan kuesioner yang disebarkan secara online, kemudian data penelitian diolah menggunakan program SmartPLSVersi3. Hasil penelitian menunjukkan bahwa kepercayaan merek, kepuasan pelanggan, dan kesesuaian diri memiliki efek positif dan signifikan terhadap niat konsumen untuk membeli smartphone padagenerasi Z di Jakarta.
THE INFLUENCE OF COUNTRY OF ORIGIN (JAPAN), BRAND IMAGE, PRICE PERCEPTION AND PERCEIVED QUALITY TOWARDS REPURCHASE INTENTION: EVIDENCE FROM UNIQLO BRAND IN INDONESIA Felix, Nicholas; Tan, Pauline Henriette Pattyranie
Indonesian Marketing Journal Vol. 3, No. 2, September 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i2.8330

Abstract

Indonesia is one of the countries with abundant population growth, as well as Indonesia is concluded as one of the countries with the most fashion users and buyers around the world. However, according to the data of sales revenue from Uniqlo in Indonesia, customers from Indonesia only contributed a little revenue towards global sales of Fast Retailing Co. or it is also called Uniqlo. This statement contradicted the point that Indonesia as one of the most fashion consumers around the world. This research aims to determine the effect and influence of country of origin, brand image, price perception, and perceived quality on repurchase intention in Uniqlo stores in Indonesia, Jakarta. This research uses explanatory research with a quantitative approach, the object of this research is people who have at least bought Uniqlo’s product more than once. The non-probability purposive sampling method was used on 200 respondents who lived in Indonesia and had purchased products from Uniqlo at least more than once. Online questionnaires were employed as the research tool for the data. The results showed that H1 Country of origin has a significant and positive effect towards repurchase intention is rejected, H2 Brand image has a significant and positive effect towards repurchase intention is accepted, H3 Price perception has a significant and positive effect towards repurchase intention is accepted, and H4 Perceived quality has a significant and positive effect towards repurchase intention is accepted. For future research, some variables such as loyalty, satisfaction, and convenience can be added to the model to predict repurchase intention.
THE INFLUENCE OF FOOD QUALITY, PRICE, LOCATION, AND ENVIRONMENT ON CONSUMER SATISFACTION AT DAJA HOUSE RESTAURANT, LAMPUNG Arditanojo, Edward Bryan; Arnis, Nindya Yuliani; Wuisan, Dewi
Indonesian Marketing Journal Vol. 3, No. 2, September 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i2.8506

Abstract

This study aims to analyze the influence of food quality, price, location, and environment on consumer satisfaction at Daja House Restaurant in Lampung City. The study was conducted with customers who had visited the restaurant at least three times within a six-month period. The research used a quantitative method with purposive sampling, targeting Daja House Restaurant customers. Data was collected through questionnaires distributed via Google Forms. A total of 55 valid responses were received. The data was then processed using SmartPLS 4.0 software for testing indicator validity, variable reliability, and the research model using R². The results showed that food quality had no significant effect on consumer satisfaction. However, location and environment were found to have a positive influence on consumer satisfaction, and price also had a positive effect on consumer satisfaction. Based on these findings, the study recommends that the restaurant's management pay more attention to the location and environment in terms of the restaurant's facilities and atmosphere to attract more consumers. In addition, the price should remain affordable to maintain consumer satisfaction. Therefore, the management should continue to ensure that the prices offered to consumers are reasonable.
THE IMPACT OF SOCIAL MEDIA INFLUENCERS ON THE CONSUMPTIVE BEHAVIOR OF GENERATION Z Gunawan, Jason; Audrianto, Reynaldi; Wuisan, Dewi
Indonesian Marketing Journal Vol. 3, No. 2, September 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i2.8508

Abstract

This study aims to analyze the impact of social media influencers on the consumptive behavior of Generation Z. A quantitative approach was employed, involving 53 respondents from Generation Z who actively use social media. Data were collected through questionnaires and analyzed using the Statistical Package for the Social Sciences (SPSS). The results indicated a significant influence of exposure to social media influencer content on the increase in consumptive behavior among Generation Z. Factors such as the frequency of viewing influencer content, the level of engagement with the content, and trust in influencers were positively correlated with the respondents' consumptive behavior. These findings suggest that social media influencers play a crucial role in shaping consumption behavior among Generation Z, providing important insights for marketers and researchers to understand consumer behavior dynamics in the digital era.
SERVICE QUALITY AND CONSUMER PATRONAGE IN ROBAN STORES, AWKA ANAMBRA STATE-NIGERIA: CONTENT ANALYSIS Ndidiamaka, Okoye Joy; Nwokike, Chidi E.
Indonesian Marketing Journal Vol. 3, No. 2, September 2023
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/imj.v3i2.8654

Abstract

This study explores the relationship between service quality and consumer patronage at Roban Stores, Awka, Anambra State, Nigeria, employing a qualitative research approach through content analysis. Service quality is conceptualized as the provider's ability to meet customer expectations and enhance business performance through dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. Consumer patronage is defined as the consistent preference of consumers to repeatedly choose a particular firm's products or services over competitors', influenced by factors including product quality, price competitiveness, customer service, and overall satisfaction. The study investigates these dynamics at Roban Stores, high lighting factors such as quality products, competitive pricing, excellent customer service, strategic location, diverse product offerings, promotional activities, store ambiance, word-of-mouth, loyalty programs, and social media presence as crucial in shaping consumer perceptions and fostering patronage. Findings underscore the significance of managing service quality to enhance customer satisfaction and loyalty, recommending strategies for continuous improvement to sustain competitive advantage in the retail market.

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