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All Journal Jurnal Manajemen dan Kewirausahaan (JMDK) Sains Manajemen:Jurnal Manajemen UNSERA Jurnal Inspirasi Binsis dan Manajemen
Khairul Ikhsan
Universitas Serang Raya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Pada Pengguna Aplikasi Mobile Shopee Martina Rahmawati Masitoh; Hermansyah Andi Wibowo; Khairul Ikhsan
Sains Manajemen : Jurnal Manajemen UNSERA Vol. 5 No. 1 (2019): Sains Manajemen: Jurnal Manajemen Unsera
Publisher : Prodi Manajemen Fakultas Ekonomi dan Bisnis Universitas Serang Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1098.535 KB) | DOI: 10.30656/sm.v5i1.1515

Abstract

E-commerce di Indonesia mengalami perkembangan yang pesat saat ini.  Loyalitas pelanggan dalam bisnis online menjadi variabel yang dapat mempertahankan keberlangsungan hidup bisnis online khususnya pada e-commerce. Berbagai literatur ilmiah memperlihatkan beberapa faktor yang menjadi penentu loyalitas pelanggan diantaranya adalah kualitas pelayanan, kepuasan pelanggan dan kepercayaan merek.Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan, kepuasan, kepercayaan merek terhadap loyalitas pelanggan. Metode pengambilan sampel dalam penelitian ini adalah purposive sampling. Survei dilakukan dengan cara menyebarkan kuesioner secara langsung pada pelanggan Aplikasi mobile Shopee di Banten. Jumlah sampel 200 pelanggan. Penelitian ini menggunakan teknik analisis regresi dengan bantuan software SPSS versi 23.Hasil penelitian ini membuktikan bahwa kualitas pelayanan berpengaruh secara signifikan terhadap kepuasan pelanggan. Kepuasan pelanggan berpengaruh secara signifikan terhadap kepercayaan merek. Kepercayaan merek berpengaruh secara signifikan terhadap Loyalitas Pelanggan. Dengan demikian, agar dapat bertahan atau bahkan memenangkan persaingan dalam pasar online, setiap aplikasi mobile e-commerce harus dapat menjamin kualitas pelayanan, kepuasan dan kepercayaan pelanggan untuk dapat mempertahankan atau bahkan meningkatkan loyalitas pelanggan mereka. Kata kunci: Kualitas Pelayanan, Kepuasan pelanggan, Kepercayaan merek,                                 Loyalitas Pelanggan, Aplikasi mobile E-commerce
M-Payment and Covid-19: Understanding the Determinants of Consumers Adopting and Recommending Digital Payment System Anggit Yoebrilianti; Nurhayani Nurhayani; Khairul Ikhsan
Jurnal Manajemen dan Kewirausahaan Vol 10, No 1 (2022): June 2022
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jmdk.v10i1.6614

Abstract

This study aims to analyze the adoption of m-payment in Indonesia during pandemic Covid-19 using the technology acceptance model (TAM) and unified theory of acceptance and use of technology (UTAUT), particularly to examine its impact on intention to recommend. The population in this study is users of digital payment from several applications such as GoPay, OVO, Dana, Linkaja, and Shopeepay. The research sample was taken using purposive sampling technique with a minimum of 125 respondents. A total of 213 questionnaires was obtained from the respondent of m-payment users in Jakarta, Tanggerang, Bandung and Serang. Using PLS-SEM, it is found that usefulness, ease of use, visibility and security affect intention to use m-payment, with relative advantage has no significant effect on intention to use. In addition, intention to recommend m-payment is influenced by intention to use.
Kemudahan penggunaan, facilitating condition, keamanan teknologi dan compatibility terhadap niat menggunakan pembayaran mobile di Indonesia Muhammad Nurhaula Huddin; Martina Rahmawati Masitoh; Khairul Ikhsan
Jurnal Inspirasi Bisnis dan Manajemen Vol 5, No 2 (2021): DESEMBER 2021
Publisher : Lembaga Penelitian Universitas Swadaya Gunung Jati

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (633.453 KB) | DOI: 10.33603/jibm.v5i2.5764

Abstract

Abstract: This study aims to examine ease of use, facilitating conditions, technology security and compatibility on attitude and examine its impact on intention to use mobile payment in the pandemic Covid-19 era. This study uses a quantitative approach and survey methods in data collection process. The population of this study are individuals who use mobile payment during the Covid-19 pandemic in Indonesia, especially Gopay, Dana, OVO, LinkAja and Shopeepay users. The sample in this study was taken using purposive sampling technique. We obtained 290 respondents and analyzed by using partial leans square structural equation modeling (PLS-SEM). The results showed that ease of use, facilitating conditions and compatibility had a positive and significant effect on attitudes. Attitudes had a positive and significant effect on the intention to use mobile payment. This study did not find a significant effect of technology security on attitudes.Keywords: Indonesia; m-payment; TAM; UTAUTAbstrak: Penelitian ini bertujuan untuk mengetahui dan menguji pengaruh kemudahan penggunaan, facilitating condition, keamanan teknologi dan compatibility terhadap sikap dan menguji dampaknya terhadap niat menggunakan layanan pembayaran mobile di masa pandemi Covid-19. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan metode survei dalam proses pengumpulan data penelitian. Populasi penelitian ini adalah individu yang menggunakan layanan pembayaran mobile selama masa pandemi Covid-19 di Indonesia khususnya pengguna Gopay, Dana, OVO, LinkAja dan Shopeepay. Sampel pada penelitian ini diambil dengan menggunakan teknik purposive sampling. Data yang digunakan sebanyak 290 responden. Analisis data menggunakan partial leats square structural equation modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa kemudahan penggunaan, facilitating condition dan compatability memiliki pengaruh positif dan signifikan terhadap sikap, sikap berpengaruh positif dan signifikan terhadap niat menggunakan layanan pembayaran mobile. Penelitian ini tidak menemukan pengaruh yang signifikan dari keamanan teknologi terhadap sikap pengguna.Kata kunci: Indonesia; pembayaran mobile; TAM; UTAUT;
The Impediment Factors of Customers Intentions to Borrow in Peer to Peer Lending Apps Khairul Ikhsan; Nurhayani Nurhayani
Jurnal Manajemen dan Kewirausahaan Vol 11, No 1 (2023): June 2023
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jmdk.v11i1.9417

Abstract

In the last decade, Indonesia's fintech trend are supported by the growth of Internet users. A recent report by OJK in 2021 shows that online loan services continue to increase by the millennial generation's dominance. It's because online loan services are easier to gain rather than conventional loan services. Unfortunately, its service provides several potential threats to its users. Moreover, religious values play a critical role in shaping consumers' attitudes and behavior towards products or services. The purpose of this study is to analyze the role of perceived risk: security risks and privacy risks, and religiosity in predicting customers' intention to borrow in P2P Lending apps. The research approach is quantitative, with a random sampling technique, and the research sample is 86 respondents. The data were analyzed by using multiple linear regression with IBM SPSS 23. Based on the study results, it can be concluded that security risk has a negative and significant effect in predicting the intention to borrow in P2P Lending apps, but no relationship between privacy risk and religiosity on the intention to borrow. As a managerial implication, our findings can help the company to focus on providing highly secure apps and promoting and campaigning the confidentiality of users' personal information.
Co-Authors Anggit Yoebrilianti Kayubiyanto Hermansyah Andi Wibowo Huddin, Muhammad Nurhaula Martina Rahmawati Masitoh Nurhayani, Nurhayani