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Kusumawati, Nurrani
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Decision Sciences, Operations Research & Management Social Sciences

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Factors Influencing Customer Repurchase Intention towards Online Product in Online Shopping Website (B2C E-commerce) " Pratiwi, Anastasia Galuh; Kusumawati, Nurrani
Journal of Business and Management Vol 9, No 2 (2020)
Publisher : Journal of Business and Management

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Abstract. The development of e-commerce business could create an opportunity that has to be generated by e-commerce players, especially B2C E-commerce in order to become successful business by retaining customers through repurchase intention. This research aims to determine the factors influencing customer repurchase intention, to determine the effect of customer satisfaction towards repurchase intention, and to determine the factor that has biggest influence on customer repurchase intention in B2C E-commerce website. The data of this research obtained through in-depth interview to 11 informants who live in Java, aged 15-44 years old, and ever repurchase in B2C E-commerce website. The data that has been collected analyzed by using manual coding. The result shows that price, product quality, sales promotion, and customer satisfaction are the factors influencing online repurchase intention. Furthermore, product quality is the factor that has biggest influence towards online repurchase intention. This research also shows customers tend to repurchase when they feel satisfied with online shopping experience provided by the website. Therefore, satisfaction is animportant key to be considered by B2C E-commerce because it can encourage customer’s intention to repurchase in the website itself.Keywords: B2C E-Commerce, Online Repurchase Intention, Customer Satisfaction, Price, Product Quality, Sales Promotion.
Brand equity of Compass rebranding Wiraputra, Rafif; Kusumawati, Nurrani
Journal of Business and Management Vol 9, No 2 (2020)
Publisher : Journal of Business and Management

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Abstract. The growth of sneakers is followed by the rise of Indonesian sneakers market, as local brands are competing to show and improve their quality, and one of them is Compass. Compass is a local sneakers brand that was founded in 1998, but they had a financial crisis and rebrand in June 2018. Rebranding aims to create new values and perception by customers towards the brand, and rebranding can be said to be successful if customers have a good perception of quality. Aligned with that, brand equity will increase as the value of the brand ncreases, which will increase customer perception towards the brand. This research aims to determine the influence of rebranding and perceived quality on Compass’s brand equity. Therefore, to gain the best results, the researcher has determined several variables to support this research. Data collection is gathered by questionnaire, questionnaire items are based on theory and previous research and distributed through Google Forms. Data were gathered from 415 respondents and will be analyzed using the Partial Least Square Structural Equation Modeling (PLS-SEM) method. The results showed that both of rebranding and perceived quality have significant influence on brand equity.Keywords: Sneakers industry, brand equity, rebranding, perceived quality, PLS-SEM.
Analysis of product quality, relationship marketing, and customer satisfaction on b2b towards repurchase intention (case study: Cv. Primadona & Co) Ali, Alwi; Kusumawati, Nurrani
Journal of Business and Management Vol 9, No 2 (2020)
Publisher : Journal of Business and Management

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Abstract. Based on data from the Ministry of Industry (2016), Indonesia has 183 export companies that own the commodity Charcoal. Including CV Primadona & Co. In 30 years in the charcoal commodity CV Primadona & Co experienced ups and downs in the world of international business. The problem is customers who do not want to repurchase and business in Indonesia has experienced very rapid progress. This makes the company have decreased revenue since the last 6 years. In terms of data collection methods, this research is classified as qualitative using in-depth interviews as a means to gather the data. Observation are applied to collect the data. For B2B, the study would be more straightforward because of the use of in-depth interviews to identify and clarify the secret issues in phenomena that are difficult to fully understand. To collect qualitative data, interviews were conducted with 20 companies that have ever bought at Cv. Primadona & Co. The company is located in Korea, Europe and the Middle East. Important factors for repurchasing are demand on the market, quality, price, service, quick response. Some companies have already had the best quality, had a marketing relationship, and have received satisfaction from purchasing. Demand depends on the needs of each country. Quality can be seen from the burning that doesn’t emit sparkles, can withstand burning up to 3 to 5 hours, and no white ash. Customers look for the cheapest price to buy. Satisfying services such as after sales service and guaranteed products become the power to attract customers to repurchase.Keywords: Customer Satisfaction, Product Quality, Relationship Marketing, Repurchase Intention
How User-Generated Content Influences Hotel Booking Decisions on Traveloka Syaqufa, Ambarin; Kusumawati, Nurrani
Mandalika Journal of Business and Management Studies Vol 3 No 1 (2024): Mandalika Journal of Business and Management Studies
Publisher : Mandalika Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59613/mjbms.v3i1.132

Abstract

Digital transformation has become a critical focus worldwide, including the rapid adoption of innovative technologies with diverse applications across various markets and industries. In the midst of emerging features from the development of these applications, experiences shared by other customers through UGC are perceived as more trustworthy than brand-promoted content compared to content from social media, which has key factors including perceived credibility, usefulness, homophily, and information quality. UGC has fundamentally transformed the travel industry by changing how information is obtained and shared, affecting how tourists plan their trips and impacting customer satisfaction and purchase decisions like Traveloka. This study aims to explore the relationship between UGC factors, customer attitude towards UGC, and customer trustworthiness for utility in purchase decisions in the hotel sector in Traveloka. This research adopts a comprehensive approach by combining qualitative and quantitative analysis. Qualitative data was collected by analyzing automatic coding techniques with the NVivo tool. Meanwhile, quantitative data was analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. In the qualitative stage, the research targeted travel enthusiasts who have booked hotels on OTA platforms, especially Traveloka users, with a minimum number of respondents of 12, and in the quantitative method, the minimum number of respondents was 200. The qualitative stage also explored an additional variable, perceived risk, which was further analyzed quantitatively in relation to attitude towards UGC. The findings of this study emphasize the significant impact of perceived reliability, perceived usefulness, information quality, perceived homophily, and perceived risk that influence attitude towards UGC for utility towards purchase decisions in the hotel sector. This research provides an understanding of the new role of several factors in UGC, explores their impact on attitude towards UGC and its use in hotel purchase decisions, and provides valuable guidance for optimizing strategies and maximizing the potential of UGC features in the travel industry in the hotel sector.
Factors That Affecting Customer Intention To Use Telemedicine Applications Continuously After Covid-19 Pandemic In Indonesia Fandika, Gilang; Kusumawati, Nurrani
Journal Integration of Management Studies Vol. 1 No. 2 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v1i2.111

Abstract

During the COVID-19 Pandemic, telemedicine has had a high use rate since the government issued a policy limiting people's movement to reduce transmission. It is because telemedicine can be a way to solve this issue since it can provide and support health care when distance separates the users only using electronic communication technologies. However, through this remote assessment, patients and physicians lose the opportunity to interact in person, which might impact doctor-patient communication. Furthermore, covid-19 cases in Indonesia have shown a downward trend, making the government have no regulation limiting people's movement. Now, people can see their physicians directly for some conditions. Therefore, this research will analyze factors influencing customer intention to consult through telemedicine applications and determine which factors more significantly influence customer intention. This research is conducted through a qualitative approach by semi-structured interviews and a quantitative approach by an online survey of customers who ever experience using telemedicine applications. The researcher uses open coding to analyze the interview result and descriptive statistics and PLS-SEM to analyze the survey result. The author gets seven respondents from interviews and 317 from online surveys. The results indicate that perceived benefit, satisfaction, saving time, saving cost, and performance expectancy influence customer intention to use telemedicine applications continuously. Furthermore, satisfaction and saving costs are the factors that significantly influence customer intention to use telemedicine applications continuously. The finding of this research is expected to give insight into telemedicine applications in Indonesia about making their strategies to enhance their customer intention to use continuously.
Investigating the Impact of Service Quality on Customer Satisfaction and Subsequent Customer Loyalty in Bank Jago Siregar, Rachael Gracella Veronita; Kusumawati, Nurrani
Journal Integration of Management Studies Vol. 1 No. 2 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v1i2.113

Abstract

In an increasingly competitive banking industry, it is important for banks to understand consumer satisfaction and build consumer loyalty in order to maintain market share and achieve sustainable growth. This research focuses on Bank Jago users, with the aim of analyzing the relationship between service quality, consumer satisfaction, and consumer loyalty in that context. This study uses a quantitative approach with purposive sampling method to collect and analyze data from 318 respondents who are Bank Jago users in the Bandung and Jabodetabek areas who have experience using Bank Jago services for at least 1 year. The data collection method was conducted through a questionnaire-based survey that was disseminated to a sample of bank users. The collected data were then analyzed using descriptive statistics and PLS-SEM to test the relationship between the observed variables. The results of the analysis show that service quality, especially in the indicators of Efficiency, Responsiveness, Site Organization, and User Friendliness provided by Bank Jago has a positive effect on customer satisfaction. The higher the quality of services provided by the bank, the higher the level of satisfaction felt by users. In addition, this study also revealed that consumer satisfaction has a positive influence on consumer loyalty in Bank Jago users. In other words, the more satisfied users are with the banking services provided by Bank Jago, the more likely they are to remain loyal as Bank Jago users in the future. This research makes an important contribution to Bank Jago in understanding the factors that affect the satisfaction and loyalty of their users. The findings of this research can be the basis for Bank Jago to improve the quality of their services, optimize user experience, and maintain consumer loyalty amid intense banking industry competition. In addition, this research also contributes to a broader understanding of the importance of service quality in creating consumer satisfaction and building consumer loyalty in the context of the banking industry.
The Influence of QRIS Payment Customer Satisfaction Towards Customer Loyalty And Continuity Nadinta, Puti Shalia; Kusumawati, Nurrani
Journal of Consumer Studies and Applied Marketing Vol. 1 No. 1 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jcsam.v1i1.52

Abstract

The official standardized payment system in Indonesia, Quick Response Indonesian Standard (QRIS), was introduced on August 17, 2019. QRIS is anticipated to facilitate QR payment systems, which allow for scanning a single QR code from various digital payment services as long as they are registered with QRIS. The researcher conducted exploratory research to better grasp the consumer perspective on utilizing QRIS due to the increased usage of QRIS over time. It has been discovered that employing QRIS still has its limitations. With that, a more thorough investigation is conducted into the relationship between customer pleasure and loyalty. Perceived Usefulness, Perceived Flow, Satisfaction, Customer Loyalty, and Adoption Continuity are the variables put to the test. The Generation Z population in Indonesia actively utilizing QRIS in the Bandung and Jabodetabek region serves as the study's sample. Data from 205 samples, categorized as Generation Z, were collected and subjected to descriptive and PLS-SEM analyses. According to the study, perceived usefulness and flow favorably affect satisfaction. Also favorably affecting perceived flow is perceived usefulness. Adoption Continuity is positively impacted by satisfaction and perceived utility. Customer loyalty and adoption continuity both benefit from satisfaction. The results of this study are anticipated to have implications for future research as a valuable point of reference for researchers developing new research studies in the field of marketing, as well as for business owners who already offer or will offer QRIS as a payment method to ensure a smooth payment flow for their customers.
The Impact of Mobile Service Quality, Perceived Value, Perceived Usefulness, Perceived Ease of Use, Customer Satisfaction Towards Continuance Intention to Use MyTelkomsel App Azzahra, Talitha Radhiyya; Kusumawati, Nurrani
Journal of Consumer Studies and Applied Marketing Vol. 1 No. 1 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jcsam.v1i1.74

Abstract

The community's high level of mobility has sped up mobile application development. Businesses from various industries raced to create their applications because it boosts brand loyalty and customer relationship, increasing revenue for the company. As the fifth-largest nation with a mobile application market share in 2021, Indonesia represents a sizable potential market in the next years. Telkomsel has capitalized on this potential by creating its mobile purchasing app, MyTelkomsel. The app has received 100 million downloads on Google Play Store and a 4.5-star rating. However, given that MyTelkomsel had a decline in monthly active users (MAU), falling to the 28th position in 2023, it is unclear whether it can keep its customers' intention to continue using the service. This study analyzes the conceptual model created by earlier related literature and identifies the factors that have a major impact on consumers' intentions to continue using MyTelkomsel. Customers of MyTelkomsel are the subjects of qualitative semi-structured interviews and quantitative surveys as part of this study. The interview findings were examined using open coding, while the questionnaire results were analyzed using PLS-SEM. According to the findings, Perceived Value, Perceived Usefulness, Perceived Ease of Use, and Customer Satisfaction positively impact Continuance Intention to Use. Service Content Quality and Customer Service Quality positively impact perceived Value and Customer Satisfaction. However, it has been demonstrated that Mobile Network Quality has no appreciable impact on Perceived Value. These results should help inform the development of stronger strategies for mobile app retention in the telecommunications sector or other relevant businesses in Indonesia. Future research is anticipated to include more factors, samples, and a wider scope due to research limitations better to explain the continual use intention of telecommunication apps.
The Effect of Overpackaging Solutions in E-Commerce Towards Consumer Preference Soedibyo, Abigail; Kusumawati, Nurrani
Journal of Consumer Studies and Applied Marketing Vol. 1 No. 2 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jcsam.v1i2.89

Abstract

The emergence of e-commerce has transformed business models, consumer purchasing behavior, as well as consumer shopping experience. Despite offering many advantages, the rapid growth of e-commerce also brought challenges to the environment. In comparison to the traditional retail system, the logistic system of e-commerce involves more touch points. Due to this, products purchased from e-commerce require additional packaging material to protect products from harm and damages during the distribution process, which leads to the issue of overpackaging. Additionally, many researchers have suggested overpackaging solutions from the perspective of the government, e-commerce enterprises, and consumers. However, the effectiveness of those solutions are still unidentified. To close the gap that previous studies have not explored, this research is conducted to find recommendations for tackling the issue of overpackaging in e-commerce by examining the factors that influence consumer preferences towards e-commerce overpackaging solutions. In conducting the study, the researcher used a quantitative approach with purposive sampling by conducting an online survey to 400 e- commerce users from the age range of 17-26 years old (generation Z), domiciled in Bandung and Jabodetabek area, and have experienced overpackaging in e-commerce. The researcher uses descriptive, statistical, and PLS-SEM to analyze the survey result. The result indicates that Innovating Green Packaging Materials, The Establishment of a Recycling System, Government Policy, and Increasing Awareness Towards the Preservation of the Environment has a positive influence on Consumer Preference, The Establishment of a Recycling System and Consumer Preference is mediated by Government Policy and Increasing Awareness T owards the Preservation of the Environment, and Innovating Green Packaging Materials and Consumer Preference is mediated by Government Policy. The finding of this research will give insight and recommendations for the government, e-commerce enterprises, and consumers in tackling the issue of overpackaging in e-commerce.
The Impact of Product Description, Product Photo, Rating, and Review on Purchase Intention in E-commerce Mokobombang, Muhammad Ghiffary; Kusumawati, Nurrani
Journal of Consumer Studies and Applied Marketing Vol. 1 No. 2 (2023)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jcsam.v1i2.100

Abstract

The Covid-19 pandemic in the last 3 years has strengthened E-commerce growth, making online shopping the new norm due to restricted offline activities. To aid buyers and sellers in conducting transactions in E-commerce, E-commerce platforms have introduced features like product descriptions, product photos, ratings, and reviews. These features have created a competitive landscape, benefiting sellers who can use them effectively. Nevertheless, many sellers still struggle to optimize these features and market their products effectively to buyers. Failure to optimize these features correctly restricts the marketing strategy's effectiveness and puts sellers at risk for unanticipated difficulties that may be prevented by determining the various effects of these features on customers’ purchase intentions. Therefore, this research aims to analyze the impact of product descriptions, product photos, and ratings & reviews on customers' purchase intention in E-commerce. A quantitative approach is used in this study, where the data is analyzed through descriptive statistics and PLS-SEM. The result of this study suggested that all three features of product description, product photo, and rating & review significantly and positively influence purchase intention in E-commerce. In addition, the author also found that moderation of perceived trust significantly affects product description and rating & review on purchase intention, while the moderation of perceived risk only significantly affects rating & review on purchase intention. The finding of this research is expected to give insights to E-commerce sellers on optimizing the features in E-commerce to increase the customers’ purchase intention.
Co-Authors Ali, Alwi Ayuning Gitafitri, Betari Azzahra, Talitha Radhiyya Belliza, Azka Fandika, Gilang Journey Firdausy Arasyi Mokobombang, Muhammad Ghiffary Nadinta, Puti Shalia Prameswari, Tyara Zeta Pratiwi, Anastasia Galuh Siregar, Rachael Gracella Veronita Soedibyo, Abigail Syaqufa, Ambarin Wiraputra, Rafif