Jurnal Manajemen dan Pemasaran Jasa
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Logistics capabilities and customer satisfaction nexus: Examining the dual mediating effects of logistics service quality and assurance quality in modern supply chain management
No full textThis study aims to analyze the effect of logistics capability on customer satisfaction with logistics service quality and assurance quality as mediating variables in the context of logistics in Indonesia, which is currently experiencing a decline in ranking in the Logistics Performance Index. Using a quantitative approach, the study was conducted through a survey method with 200 online shop respondents on the Shopee platform and analyzed using the Structural Equation Model. The study\u27s results indicate that logistics capability does not directly affect customer satisfaction but positively affects logistics service quality and assurance quality. Logistics service quality and assurance quality positively impact customer satisfaction and can mediate the effect of logistics capability on customer satisfaction. These findings imply that logistics service companies need to improve their logistics capabilities while ensuring good service quality and assurance to achieve optimal levels of customer satisfaction. The study provides theoretical and practical contributions to developing strategies to improve customer satisfaction in the logistics industry, increase global competitiveness, and foster sustainable customer relationships in a dynamic digital era
Effect of consumption value on green purchase intention of organic food: The mediation role of attitude and green trust
Full text linkIn recent years, customer interest in environmentally friendly products has been increasing, especially in organic products. In Indonesia, awareness of organic food products has started to appear since 2014. This study analyzed the influencing of consumption values on organic food green purchase. Moreover, the consumption values analyzed in this research includes conditional values, emotional values, functional values and social values. Moreover, this research also analyzed the mediating role of attitude and green trust. This research is a single quantitative cross-sectional study with a total of 265 respondents. In addition, the data was processed using SmartPLS 3.2.9 with the PLS-SEM method. The results of this study indicate that functional values and emotional values can influence green purchase intention. Meanwhile, attitude have the ability to mediate the relationship between all four consumption values and green purchase intention. The result of this study provides organizations, entrepreneur, and the government with information regarding green consumption that can be used to develop strategies and approaches to enhance consumer’s organic food buying intention. Moreover, marketers should utilize functional benefits and emotional benefits, as well as benefiting from customer’s positive attitude towards organic food purchases
Determining employee engagement and its influence on employee performance at holding state-owned enterprises insurance and guarantees Riau Islands region
Full text linkThis study examines factors that determine employee engagement and its influence on employee performance. Furthermore, the independent variables consist of work environment, leadership, training & career development, compensation, team & co-worker relationships, workplace welfare, and organizational policies. The mediating variable in this study is employee engagement. Employee performance is the dependent variable in the implementation of this research. This research processes from primary data obtained from distributing questionnaires to all employees of the Insurance & Guarantee BUMN Holding in the Riau Islands region as many as 114 respondents are the population as well as the sample in this study using a total sampling method. This research utilizes the help of the Smart PLS data processing application. Data Analyzed from making SEM model, Validity and reliability test, and SEM Analysis Research showed that the work environment, leadership, training & career development, compensation, team & co-worker relations, workplace welfare, and organizational policies positively and significantly influence employee engagement and by mediating employee engagement show a significant effect on employee performance. The welfare of the workplace shows no significant results on employee engagement and no significant on employee performance with a mediating variable, namely employee engagement
The role of entrepreneurial literacy in mediating the influence between digital literacy and internal locus of control on SME development
Full text linkThis research aims to fill the research gap, which shows that there are challenges faced in the development of SMEs, so it is necessary to develop a model from an entrepreneurial perspective by integrating the role of entrepreneurial literacy as a mediator of digital literacy and internal locus of control. This research uses an SEM. The total sample was 125 respondent entrepreneurs in Kendal Regency. The data collection method uses a questionnaire. However, the results of this research also show that one hypothesis, namely internal locus of control, does not influence the development of SMEs. Entrepreneurial literacy is only able to mediate digital literacy in the development of SMEs, while internal locus of control does not mediate. So, the variables used in the model are pretty suitable for SME development efforts, especially those related to digital literacy and entrepreneurial literacy
Exploring customer satisfaction in online food delivery services: The role of product involvement, brand familiarity, and consumer attitudes
Full text linkThe rise of online food delivery (OFD) services has significantly impacted consumer behavior, necessitating a deeper understanding of product involvement, brand familiarity, and consumer attitudes. Previous studies have explored these factors individually; however, this research aims to examine their collective impact on consumer satisfaction within the OFD sector. This study seeks to fill the gap by investigating how these variables influence consumer satisfaction, offering valuable insights for marketing strategies in the OFD industry. The main objective is to understand how product involvement, brand familiarity, and consumer attitudes contribute to consumer satisfaction. The study involved 154 users from various OFD platforms, including Go Food, Grab Food, and Shopee Food, selected through purposive sampling. The analysis was conducted using the structural equation model (SEM) to assess the relationships among the variables. Results indicate that product involvement does not influence consumer satisfaction; however, it has a positive influence on consumer attitude. Brand familiarity has a positive impact on attitude and consumer satisfaction. Consumer attitude has a po-sitive influence on consumer satisfaction. These findings suggest that enhancing brand familiarity and fostering positive consumer attitudes can significantly improve consumer satisfaction, therefore, offering a competitive advantage to OFD businesses
Do shopping anxiety and data leakage risks matter to e-commerce customers? Evidence from the largest economy in Southeast Asia
Full text linkShopping anxiety and data leakage risk are issues in e-commerce in Indonesia, where the House of Representatives issued the Personal Data Protection Law in 2022, which regulates personal data protection. This study explores the effects of shopping anxiety, data leakage risk, e-service quality, and attitude on intention to reuse e-commerce. An electronic survey was employed to collect data, and the population is customers who’ve made purchasing activities on Shopee. This study used purposive sampling to select respondents by the criteria such as customers at least six months as customers, aged 17 and over, and having purchased at least once in the last month. Questionnaires were distributed to 435 users, where respondents’ answers were based on a seven-point Likert scale, and the data analysis was carried out using PLS-SEM. The findings indicated that e-service quality positively influences attitudes and intention to reuse e-commerce but negatively affects shopping anxiety and data leakage risk. Moreover, shopping anxiety and data leakage risk moderate the relationship between e-service quality and intention to reuse e-commerce, and gender moderates the relationship between shopping anxiety and intention to reuse e-commerce. Furthermore, the results raise awareness among e-commerce managers and policymakers about the negative impact of shopping anxiety and data leakage risk in e-commerce consumers
Navigating the new normal: A study on Indonesian travelers\u27 willingness to pay more post-pandemic using the theory of planned behavior
Full text linkOne of the industries that have been most negatively impacted by the COVID-19 pandemic is the tourism industry, which has seen a major drop in international travel, an increase in domestic travel, and changes in consumer behavior. This study aims to study the intention of people to travel and the willingness of people to pay more for safety and precautions when traveling. These studies have addressed the matter of the lack of research on changes in the behavior and patterns of travelers. A total of 239 valid questionnaires were collected using an online survey with a purposive sampling technique. The PLS-SEM is employed to test the model. The theory of planned behavior (TPB) as a conceptual framework. Perceived risk influences the attitude of Indonesian Tourists in post-pandemic but has no influence on perceived behavior control. Attitude has a positive and significant direct influence on intention to travel and willingness to pay more. Perceived behavior control influences on intention to travel but no influence on willingness to pay more. Lastly, the intention to pay more does not influence willingness to pay more. The empirical findings have the potential to enhance the implementation of safety precautions in tourism services and the formulation of efficient strategies to revive tourism. This study substantially contributes to the body of knowledge because presented empirical proof of travel behavior patterns in Indonesia in the post-pandemic
Examining learning from failure to venture growth: Empirical study in hospitality SMEs in Indonesia
Full text linkThis study investigates the crucial role of learning from failure in shaping venture growth within the context of the hospitality industry, particularly in light of recent challenges posed by increasingly complex and competitive external factors. The hospitality industry has been the most severely affected by the crisis, making it a relevant context for research. Employing a quantitative approach, the study examines the influence of emotions, narcissism, and stock of knowledge on learning from failure and its subsequent impact on venture growth. A total of 161 respondents, all owners of SMEs in the hospitality sector, completed the questionnaire. The data obtained were analyzed using variance-based structural equation modeling (VB-SEM). The results indicate that while emotions and narcissism present obstacles and opportunities for learning, a strong stock of knowledge positively affects learning from failure and venture growth. However, the study shows that narcissism does not directly influence venture growth but does so indirectly through learning from failure. These findings underscore the importance of fostering a culture that embraces failure as a catalyst for innovation and resilience in adversity. The study contributes valuable insights into the dynamics of learning from failure and its implications for entrepreneurial success in the hospitality industry
Escapism, family and friends, and social interactions: How watching esports increases gaming and in-game purchase intentions
Full text linkThe esports industry is experiencing rapid growth, particularly in emerging countries like Indonesia, prompting intense competition among game developers and esports event organizers to enhance the customer experience. This study aims to investigate the factors influencing watching intention, gaming intention, and in-game purchase intention, as well as examine the interrelationships among these variables. Data were collected from 243 respondents through purposive sampling, all of whom have been playing Mobile Legends for over a year, have watched the M3 World Championship eSports match, and have made at least one in-game purchase. The research hypotheses were tested using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The findings reveal that escapism, family and friends, and social interaction positively influence watching intention. Similarly, social interaction and hedonic motivation exhibit a positive effect on gaming intention. Notably, gaming intention serves as a full mediator in the relationship between watching intention and in-game purchase intention. This study contributes to the existing literature by shedding light on how Sports Consumption Motivation not only influences eSports spectators\u27 watching intention but also gaming and in-game purchase intention. It also identifies novel factors, such as social interaction and hedonic motivation, that significantly impact gaming intention. Understanding the factors driving watching, gaming, and in-game purchase intentions enables tailored approaches that prioritize aspects like escapism, social interaction, and hedonic motivation, ultimately informing strategic decision-making and marketing efforts within the eSports industry. These findings inform future research and refine strategies for engaging with eSports audiences, benefiting both academia and industry stakeholders
Crypto apps: How user perceptions shape continued usage?
Full text linkThis study aims to understand and analyze how user perceptions shape sustainable usage in Crypto apps, a group of cryptocurrency exchange platforms based in Indonesia that facilitate buying, selling, and trading various digital assets. Utilizing a quantitative-causal approach, questionnaires were distributed to 245 users of several Crypto Apps in Indonesia, such as Tokocrypto, Indodax, Pintu, Rekeningku, Triv, Koinku, Upbit Indonesia, Bitocto, Zipmex, IDEX, Pluto, and Bechipin, to gather data. This study is grounded in the technology acceptance model (TAM), which postulates that perceived usefulness and ease of use significantly influence users\u27 attitudes and behavioral intentions toward technology adoption. By applying TAM, the research seeks to identify the key factors driving sustainable usage of Crypto apps. The collected data was analyzed using SEM-PLS to examine the hypotheses. The results indicate that perceived usefulness and ease of use positively impact consumer attitudes and intention to continue using the platform. However, consumer attitude does not directly impact continuance intention and does not serve as a mediating factor. These findings hold practical implications for Crypto apps, suggesting the need to improve service quality and application features to maintain user loyalty. Moreover, the study contributes theoretically to understanding the factors influencing users’ intentions to use cryptocurrency applications. In summary, users’ perceptions of the application\u27s benefits and ease of use significantly shape their attitudes and intentions to continue using Crypto apps