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Pengaruh online shopping experience terhadap customer satisfaction, trust, dan loyalty dalam pembelian produk pangan secara online
Full text linkThe presence of information technology provides benefits and conveniences
in various activities. One of the uses of technology is carrying out various
activities via the internet. Business transactions via the internet are better known
as e-commerce. E-commerce services can make it easier for consumers and
producers to make transactions and can increase cost efficiency by replacing the
role of intermediaries in the distribution chain. The growth of e-commerce in
Indonesia is growing rapidly and is accompanied by an increase in online
transaction activities carried out by the public. The Central Bureau of Statistics
(BPS) conducts a survey of the types of goods sold by e-commerce. Based on a
survey from BPS, it shows that the enormous growth of e-commerce can be used
as a potential market, especially for food products or food ingredients that are
most in demand. The massive development of e-commerce has changed consumer
behavior in shopping activities. Consumers have started to switch from previously
having to go to markets or shopping places to buy goods offline and are now
starting to switch online by simply visiting shopping sites. The consumer
shopping experience as a reference to increase satisfaction, trust, and loyalty. The
online shopping experience concept is based on activities undertaken by
consumers, namely pre-purchase, purchase and post-purchase. The three online
shopping experience activities are combined so that it can analyze the overall
activity of the online shopping experience of consumers, that affect customer
satisfaction and lead to trust and loyalty.
This study aims to analyze the factors of online grocery shopping
experience that affect customer satisfaction and to analyze the effect of customer
satisfaction on trust and loyalty. The questionnaire was distributed to 169
respondents using purposive sample selection technique. The method of analysis
in this study uses the Structural Equation Model (SEM) using the Partial Least
Square (PLS) approach to analyze the influence of online shopping experience
factors that affect customer satisfaction and to analyze the effect of customer
satisfaction on trust and loyalty. And this study also uses crosstab and chi square
to see the relationship between customer satisfaction, trust, and loyalty based on
the characteristics of the respondents.
The results of the chi square test show that there is a relationship between
gender and education level with the stages of purchasing customer satisfaction,
there is a relationship between age, level of education and work with the stages of
buying trust, and there is a relationship between the level of education and the
stages of purchasing loyalty. In addition, the results of the PLS SEM analysis
showed that the two hypotheses were rejected because the exogenous variables
had no significant effect on the endogenous variables. Hypothesis H1d, namely
customization has a significant effect on customer satisfaction, has a t-statistic
value below the standard and the path coefficient value obtained is -0.004 so that
the relationship between the two variables is stated to have a negative relationship
or inversely and is not significant so that the hypothesis is rejected. Furthermore,the H3c hypothesis which states that ease of return has a significant effect on
customer satisfaction is known to have a t-statistic value below 1.96 with a path
coefficient value of 0.042 which states that the two variables have a positive but
insignificant relationship so that the hypothesis is rejected. The hypotheses H1a,
H1b, H1c, H2a, H2b, H3a, H3b, H4, H5, and H6 are accepted.
Based on research that has been carried out, online shopping experience
factors that affect customer satisfaction consist of three stages, namely prepurchase,
purchase, and post-purchase. The pre purchase stage, namely product
information, ease of use, appearance has a significant effect on customer
satisfaction except for the customization variable. Furthermore, the purchase stage
is known that the ease of check out variable and the security assurance variable
have a significant effect on customer satisfaction. The post purchase stage, the
order fulfillment variable and the responsive customer service variable, have a
significant effect on customer satisfaction, however, the ease of return variable
has no significant effect. Customer satisfaction variables are stated to have an
effect on the loyalty and trust variables. And the trust variable has a significant
effect on the loyalty variable
Analisis Kesuksesan Aplikasi Pendaftaran Antrian Paspor Online Menggunakan Model DeLone dan McLean (Studi Kasus Kantor Imigrasi Kelas 1 Non TPI Bogor)
Full text linkAdvancement in sophisticated information technology can be used for
innovation in access to public services. It can satisfy the needs of the society in
ease, speed, security, and convenience in accessing public services. In this study,
the public service studied was the Online Passport Queue Registration Application
at the Class I Non-TPI Bogor Immigration Office.
This study aims to analyze the success of the Online Passport Queue
Registration Application (APAPO) using the DeLone and McLean models and to
formulate a strategy for improving the quality of public services in the Online
Passport Queue Registration Application (APAPO) in a case study of the Class I
Non TPI Bogor immigration office. In the sampling technique using convenience
sampling where the sample is people who have submitted applications for passports
using APAPO at the Immigration Office Class I Non TPI Bogor taken as many as
200 respondents by collecting data using the online google form questionnaire, then
analyzed using the SEM method. This research is also to analyze the priority factors
for improvement that must be done to improve services using the Important-
Performance Analysis (IPA) method.
The results of this study indicate that the quality of the system has no
significant effect on usage and user satisfaction. The quality of information has no
significant effect on usage and user satisfaction. Service quality has a significant
effect on usage and has no significant effect on user satisfaction. User
characteristics have a significant effect on usage. Usage has a significant effect on
user satisfaction and net benefits. And user satisfaction has a significant effect on
net benefits. Meanwhile, the factors that affect the level of use are the quality of
service and user characteristics. Usage is a factor that affects user satisfaction. And
usage and user satisfaction are factors that affect net benefits.
The managerial implication that can be done so that the net benefits
provided by APAPO increase is the provision of chatbot services to reduce long
response times, answer every general question and provide some information to
avoid data errors and information about APAPO service quotas that are still
available. From the results of the IPA analysis, system integration, format of output
and assurance are indicators that services need to be improved
Analisis niat berinvestasi generasi milenial menggunakan platform P2P Lending sebagai alternatif investasi
Full text linkPeer-To-Peer (P2P) lending is a form of digital financial service innovation
that is currently developing in Indonesia. The presence of P2P lending provide
solutions to certain borrowers who have limited access to formal finance. Besides,
P2P lending also acts as an alternative media for investment in the form of loans.
Activities on the P2P lending platform depend on loan requests by borrowers and
funding activities by investors. Currently, there is still a significant gap between the
number of investors and the number of borrowers. On the other hand, the growth
volume of loan disbursement at the beginning of 2020 decreased compared to the
beginning of 2019.
This study aims to analyze the factors that influence investment intentions
using the P2P lending platform through trust and perceived risk. Predictive factor
variables that can influence trust are relative advantage, perceived reputation,
perceived structural assurance, and perceived information quality. Meanwhile, the
predictive factors that can influence perceived risk are perceived reputation,
perceived structural assurance, perceived information quality, and financial literacy.
This research was conducted on 254 respondents who were selected by nonprobability
sampling with the criteria that they had never used a P2P lending
platform and were limited to the millennial generation born in 1980 - 2000. Data
was collected by filling out a questionnaire distributed online. The statistical
analysis used was SEM (Structural Equation Model) using LISREL.
The results show that trust and perceived risk have a direct and significant
effect on investment intention. Relative advantage, perceived reputation, perceived
information quality have a significant effect on trust, while perceived structural
assurance has no significant effect. Furthermore, perceived reputation, perceived
structural assurance, and trust have a significant effect on perceived risk, while
financial literacy and perceived information quality have no significant effect.
Several forms of managerial implications that can be carried out by companies are
implementing strategies related to Segmentation, Targetting, Positioning (STP) and
the latest marketing mix as well as improving excellent service from customer
service or call centers to existing investors in order to spread the excellence of
platform services to potential investors, providing periodic reports regarding the use
of capital that has been invested by investors, clearly informs how the potential
investor's privacy information will be used for customer due-diligence, collaborates
with custodian banks to improve the security and protection of investment funds,
and improves the accuracy of creditworthy borrower verification (for example:
UMKM) so that credit scoring is fair and profitable
Pengaruh gaya kepemimpinan dan kepuasan kerja terhadap turnover intentions karyawan hotel XYZ bogor
Full text linkEmployee turnover can prevent by identifying the factors that cause
employee intentions to leave the company. This is to maintain the effectiveness
operation of the company. A high turnover rate can affect the morale of the
employees remain working in the company. They assume that the company is not
a profer place for work and advancement. This will affect the company’s image.
This study aims to analize the effect of leaderhip style on job satisfaction, the
effect of leaderhip style on turnover intentions and the effect of job satisfaction on
turnover intentions. This study aims to determine employee’s perceptions of
leadership style, job satisfaction and turnover intentions. This study also aims to
analyze the differences between employee’s characteristics with the dimensions of
job satisfaction and turnover intentions.
The researchs utilize primary data and secondary data. Primary data were
collected trough written questionnaires distribution to 130 employees of Hotel
XYZ Bogor. Method sampling was census. In-depth interviews were conducted
with front office manager, sales manager, human resources manager and general
manager. Secondary data were obtained from staffing databases, market share
analysis, profit and loss report in the human resources division, sales and
marketing division Hotel XYZ Bogor. In addition this study used descriptive
analysis method, t-test analysis method to determine differences employees’
characteristic with dimensionsof variable and Partial Least Square - Structural
Equation Model (PLS-SEM) modeling to analyze the influence between variables.
The t-test result indicated that the individual characteristic has a significant
differences with job satisfaction and turnover intention dimensions. Education
characteristic has a significant differences with job satisfaction variable, SEMPLS
analysis show that job satisfaction has a strong and significant effect on
employee turnover intentions. Job satisfaction factor reflected on recognition and
appreciation, promotion, supervision and working situation perceived by
employees. Authentic leadership style has a strong and significant influence on
job satisfaction. This reflected in leader who focus on goals and encourage open
communication. The leader who have an attitude to supervise and monitor
irregularities, and take corrective actions. Authentic leadership style has not
strong and insignificant influence on employee turnover intentions. Authentic
leadership influenced turnover intentions via job satisfaction
Analisis kelayakan rencana pendirian kantor canbang baru distributor produk farmasi di Kalimantan Timur (studi kasus pada PT XYZ)
No full textThe government's plan to move the Indonesian capital from the Jakarta
Province to East Kalimantan Province, as well as change the sales system to digitalbased,
has made PT XYZ initiate to open a new branch office in the Kariangau
Industrial Estate, Balikpapan City, East Kalimantan Province. The study results
determine whether this investment plan is feasible or not feasible to realize, along
with managerial implications. Based on the formulation of the problems that have
raised, the objectives of this study are: 1) analyzing the feasibility of establishing a
new branch office and changing the digital-based sales system when viewed from
non-financial aspects including market, technical, management and legal, and
social economic; 2) analyze the feasibility of establishing a new branch and changes
in the digital-based sales system when viewed from the financial aspect by
calculating NPV, Net B / C, IRR, PP, and switching value analysis.
This research was conducted from November 2019 to March 2020 using the
business feasibility analysis method from financial and non-financial aspects
(aspects of the market, technical, management and legal, and social economic).
Primary data obtained from direct observation and interviews with company
management. Analysis of non-financial aspects is done descriptively with
quantitative methods, while financial issues analyzed with the quantitative
approach.
The analysis of non-financial aspects seen from the market aspects, technical,
management and legal, and social economic for investment in the construction of
new branch offices can be declared feasible. From a financial perspective, the
investment value of Rp. 19.135.000.000 resulted in an NPV value of Rp. -
1.118.381.804.881 and a Net B / C Ratio of 0. IRR value of 9,77 percent and return
on investment for 20,3 years, meaning investment in establishing a branch office.
The new is not feasible to run. Switching value analysis shows that investment in
establishing a new branch office can be declared feasible if sales experience a
minimum increase of 14 percent
Analisis faktor-faktor yang mempengaruhi minat dan keputusan industri melisensi produk teknologi balitbangtan
No full textThe era of globalization requires every country to always improve
technology in order to provide competitive products. One of the factors in
increasing the country’s competitiveness index is by adopting technology by
industry. Indonesian Agency for Agricultural Research and Development (IAARD),
Ministry of Agriculture is one of the nation research intitutions that has a mandate
to carry out research and development activities in the agricultural sector.
Indonesian Institute for Agricultural Technology Transfer is a unit under IAARD
that carries out commercial technology transfer by industry through a licence
cooperation mechanism. The lience helps community to get quality agricultural
products easily, as well as help industries whose resources (both human and
financial resources) are not sufficient to conduct their own research and develoment
in obtaining agricultural products that are protected by law. The implementation of
technology transfer is carried out after the products is registered or has a certificate
of Intellectual Property Rights (Patent, Plant Varieties Protection and Trade Secret),
and has a Technology Readiness Level ≥ 7. Individual’s perception of risk in using
new technology is believed to be able to influence one’s intention and decisions.
This study was conducted to analyze the effect of product innovation, product
quality, promotion and perceived risk on intention to license and industrial
decisions in license IAARD’s technology products, as well as formulating
appropriate strategies in order to increase license collaboration of IAARD’s
technology products.
This research was conducted in February-April 2021 involving 80
respondents who were selected by purposive sampling, where the respondents are
employees who worked in 57 companies/ intititions of IAARD’s licence partners
in the periode of 2015-2019. Data were obtained through questionnaries distributed
online by google form. The testing of the research instruments was carried out using
the SPSS application. The descriptive analysis used is top two boxes and the data
is processed using SEMPLS with SmartPLS version 3.0.
The results showed that product innovation and perceived risk have a
significant effect on intention to license, and intention to license have a significant
effect on decisions to license. Product quality and promotion have no significant
effect in intention to license. Indirect effect occurs between product innovation and
perceived risk on decision to license through intention to license. The managerial
implications that can be carried out by IAARD are by continuously increasing
innovation (new lines and additions to existing product lines), improving the quality
of technology (durability and reliability) in order to reduce consumer perceived risk,
carrying out promotion through online exhibitions in collaboration with governance,
academics, industry, community and media (pentahelix)
Sistem traceability pada rantai pasok sayuran hidroponik
Full text linkHydroponics is a technology for cultivating plants without soil, using nutrient solutions in water. The development of hydroponic agriculture in the world and Indonesia continues to increase. This can be proven by increasing the amount of hydroponic vegetable production. There are safety issues for hydroponic vegetables in the form of diseases and cases of poisoning that commonly arise due to contamination. One of them is related to the security issue of the hydroponic vegetable supply chain in the midst of the COVID-19 or corona virus pandemic. Laws and legislation related to traceability of hydroponic vegetables encourage companies to adapt to run the regulations that have been made. Consumers have the right to get information transparency regarding hydroponic vegetables in accordance with the promised quality.
The traceability system is one of the tools to ensure information and supply chain transparency of a product. Technology and information systems that continue to develop is a factor that supports the development of traceability systems. But there are still companies that have not yet realized the importance of information technology for the development of the hydroponics business so there are still many whose records are still manual. One of the utilization of traceability system is by utilizing IoT (Internet of Things) and QR Code to be able to store and read product data in real-time properly.
The purpose of this study is to design a traceability system using a rapid structured prototyping approach, which is a combination of variations between the System Development Life Cycle (SDLC) and Prototyping methods. The application of this approach goes through the stages of identification, investigation, analysis, system design, prototyping, testing and evaluation. This research was conducted from March to September 2020 to analyze the needs for information systems in the collection, storage and exchange of digital data. Evaluation using the User Experience Questionnaire (UEQ), namely a questionnaire consisting of 26 questions with six response parameters to 50 respondents. The results of this study indicate the involvement of actors in the supply chain of hydroponic vegetables, namely farmers, collectors, processors, exporters and retailers in the traceability system prototype so that each actor and final consumer can trace the product. Utilization of blockchain for validation to improve traceability and transparency of transactions. The design of a business model uses the business model canvas, which is to examine the existing business model of the company and create a new canvas business model that is desired or recommended for the future of the company that best suits the environment and conditions of the company
Pengaruh perceived behavioral control, motivasi dan gaya hidup terhadap perilaku konsumsi kopi di era pandemi covid-19
Full text linkCurrently, people's lifestyle in consuming coffee is that they tend to consume coffee from coffee shops compared to making their own coffee at home. However, in early 2020, Indonesia was designated as one of the countries affected by the Covid-19 pandemic originating from Wuhan. The existence of a pandemic has caused people's purchasing power to decline. Consumers tend to prioritize basic needs that can support their life. The spread of Covid-19, which tends to increase, also affects consumers' psychology in determining the consumption of food and drinks that are considered safe during this pandemic, including coffee consumption. There are four latent variables used in this study, namely motivation, lifestyle, perceived behavioral control and consumption behavior. The sampling technique used in this research is voluntary sampling based on a willingness to participate in the research. Consumers who are respondents in this study are limited to consumers who have purchased coffee beverage products in locations throughout Indonesia for at least once in the last six months starting from March 2020 when Indonesia was declared one of the countries affected by the Covid-19 virus. In this study, the required number of respondents is a minimum of 120 people. The number of respondents obtained in this study were 200 respondents who had met the screening of all respondents. Data processing and analysis techniques in this study consisted of quantitative data research. The data obtained were processed using Microsoft Excel 2013 by creating a frequency table to see the respondent's initial data on each variable individually. Furthermore, the initial data was processed with SPSS 22 to test the validity and reliability of the questionnaire. The use of SEM PLS is used to see the relationship between variables and indicators in the study.
The results showed that consumer behavior in consuming coffee drinks during the pandemic was that consumers remained loyal to their respective brand preferences because the taste of each coffee was different. Consumers often buy coffee drink products with friends or closest people who have similar tastes of coffee. Coffee drink products that are preferred by consumers are ready-to-eat coffee from coffee shops. The variables of motivation and lifestyle have a significant positive effect on the consumption behavior variable, while the variable perceived behavioral control has no significant effect on the consumption behavior variable. The managerial implications that can be applied to the coffee beverage industry in managing marketing activities during the Covid-19 pandemic are grouped based on motivation and lifestyle variables, namely coffee drink product producers are advised to be able to implement the latest innovations in coffee beverage products and follow the latest trends but still maintain quality and increase promotion so that products seem familiar in the minds of consumers
Pengaruh kualitas produk dan pelayanan, electronic word of mouth, citra merek tehadap kepauasan dan niat pembelian ulang kedai Coffee-to-go
Full text linkCompetition for coffee shops in Indonesia is getting tighter and continues to increase, especially for coffee shops with concepts coffee-to-go. Shop coffee-to-go is a coffee shop concept that is sold in minimalist outlets that do not provide space for dine in, as well as sales focused on a online basis. The coffee-to-go shop is one of the businesses included in the Fast Moving Consumer Goods (FMCG) industry. Competition among coffee-to-go shops is still not able to increase coffee marketing through social media, because the coffee-to-go shop business is included in the Food and Beverages category in the FMCG industry, the percentage of activity towards the search for Food and Beverages products on social media is still low when compared to other activities. Therefore, the promotion of coffee, especially for products from coffee-to-go shops, is expected to increase its marketing through social media, because social media platforms are used by the millennial generation. Millennial generation is a current generation, they use smartphone to take photos of the purchased products and then upload them to social media. Competition between coffee-to-go shops making millennial generation consumers faced with a variety of choices when they want to buy and consume coffee at the shop coffee-to-go. The purpose of this study is to analyze the level of satisfaction of millennial generation consumers who consume coffee-to-go shops, analyze the influence of product and service quality, electronic word of mouth, and brand image on satisfaction and shop repurchase intentions coffee-to-go on the millennial generation on social media, and formulating managerial implications for increasing sales in store companies coffee-to-go shops.
The sampling technique in this study uses non-probability sampling namely by technique self-selected or volunteer sampling distribute questionnaires online on line through link from google docs and get 226 respondents, and processed using software SmartPLS 3.0 and analyzed by the SEM-PLS method (Structural Equation Modelling-Partial Least Square). Based on the research results, characteristics of respondents in general have a gender composition that is more female compared to men with a predominance of undergraduate level education background, and are in the age range of 21 to 25 years, which in that age range falls into the category of the millennial generation. Furthermore, the most dominant respondent has a job as a student with an average monthly expenditure of more than three million rupiah, then, the most dominant respondent chooses to buy products from coffee shop brands with the coffee-to-go shop concept in the regions Java Island by 96 percent.
In this study the four indicators used to form costumer satisfaction variables have a CSI calculation value of 80 percent, so the CSI test results illustrate that overall respondents who have bought and consumed products sold by coffee shops with the concept coffee-to-go shop are in the satisfied category because the value of the satisfied category is 60 <x = 80. Then, this study has three exogenous latent variables in the form of product and service quality, E-WOM, and brand image. Of the three variables, there is a significant and positive effect on the latent variable of customer satisfaction and repurchase intention of respondent coffee-to-go
shop.
Based on the managerial implications, there are several things that can be recommended for coffee shops with the coffee-to-go shop concept, specifically: In order to increase sales of coffee shop companies with coffee-to-go concept, it has to be able to convince people that the products have quality of providing memorable experience because it prioritizes the taste, concern about the packaging so it won’t easily spill when customer carry it along, and ensure that the flavour reach premium coffee standard. In terms of service, it is recommended to do some development in speed and accuracy of purchasing process, especially in online application. In addition, coffee-to-go shops should more attentive on positive review by customer, hence, it considered to pay an influencer who has a virtuous image to give profitable impact. Furthermore, it is required an advertising on social media and an attractive official website which contains all the information about varieties, quality, and price of the products. Either the famous coffee-to-go shop or the unpopular one, should focus on branding to get wider areas and strengthening their identity so it attracts consumer to make repeated purchasing
Minat penggunaan ulang layanan perbankan digital dengan pendekatan technology acceptance model
Full text linkAlong with the development of fintech, banking businesses are starting to carry out digital transformation. One of the companies that have transformed by relying on digital technology is PT Bank Tabungan Pensiunan Nasional Tbk. Bank BTPN is taking one step forward to revolutionize the banking world by launching a digital banking platform or application, namely Jenius. The objectives of this study were (1) to analyze the effect of perceived ease of use, perceived usefulness, brand image, and co-creation toward attitude towards using Bank BTPN's Jenius digital banking platform; (2) to analyze the influence of a brand image, attitude towards using and co-creation on behavior's intention to use the Bank BTPN's Jenius digital banking platform; and (3) to formulate the managerial implications for increasing acceptance of Bank BTPN's Jenius digital banking platform. A quantitative approach was carried out by surveying BTPN Bank customers who have used the Jenius service. Data were collected online on 150 Bank BTPN customers who used Jenius services selected by purposive sampling. Endogenous variables in this study are attitude toward using and behavior intention to use, while exogenous variables are perceived usefulness, perceived ease of use, brand image, and co-creation. The analysis used in this research were descriptive analysis and the Structured Equation Model (SEM). The results showed that attitude towards using the Jenius Bank BTPN digital banking platform was influenced by perceived usefulness, perceived ease of use, and co-creation. These factors positively influence attitude toward using, which in turn also have a significant effect on behavior intention to use. Brand image and attitude toward using have a significant direct impact on behavior intention to use. This means that the better the brand image of Jenius, the higher the customers' interest to reuse this application. In total effect, perceived ease of use has the most considerable total effect value on perceived usefulness. The managerial implication that Bank BTPN could be taken is to form a distinctive feature that differentiates the Jenius application from similar competitors, one of which is Jenius's efforts to be more adaptive in seeing technological developments, which can then be applied to customer banking needs. Bank BTPN can also build a brand image by actively conducting online and offline promotions. The Jenius name is increasingly recognized and can increase long-term acceptance from customers and prospective customers. Jenius must provide up-to-date information on matters related to account security