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All Journal IPTEK Journal of Proceedings Series Jurnal Manajemen Bisnis Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking Assets : Jurnal Ekonomi, Manajemen dan Akuntansi JAM : Jurnal Aplikasi Manajemen Jurnal Ekonomi dan Bisnis International Journal of Islamic Economics and Finance (IJIEF) Jurnal Inovasi Hasil Pengabdian Masyarakat (JIPEMAS) At-Tadbir : jurnal ilmiah manajemen Business and Finance Journal Jurnal Bisnis dan Akuntansi Indonesian Journal of Islamic Economics and Business Jurnal Ekonomi Jurnal Manajemen dan Pemasaran Jasa
Yudi Sutarso
Department Of Magister Management, STIE Perbanas Surabaya, Surabaya
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences Other

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The Effect of Transparency on Brand Loyalty Yuana, Irkhamnah Aisyah; Sutarso, Yudi
IPTEK Journal of Proceedings Series No 1 (2020): The 1st International Conference on Business and Engineering Management (IConBEM)
Publisher : Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j23546026.y2020i1.7859

Abstract

Bank needs to provide best services to minimize customer’s complaint. One of bank efforts to serve their customers can be done by using transparency, so that all information is conveyed clearly. Transparency is also expected to enhance brand loyalty of customers. This conceptual study is based on theoretical review from literatures and previous researches related with these concepts. The basic concept of theory used in this study is that customers who get operational transparency express greater trust and support. This study aimed to analyze the effect of transparency on brand loyalty. By classifying the result of previous researches, this study found some propositions : (1) transparency has a significant effect on brand trust of customer; (2) brand trust has a significant effect on brand satisfaction of customer (3) brand trust has a significant effect on brand loyalty
EFEK MEDIASI KOMITMEN MULTIDIMENSIONAL PADA AKTIVITAS RELATIONSHIP MARKETING DAN RETENSI KEANGGOTAAN DALAM ORGANISASI SOSIAL YUDI SUTARSO
Jurnal Bisnis dan Akuntansi Vol 5 No 1 (2003): Jurnal Akuntansi dan Bisnis
Publisher : Pusat Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Ilmu Ekonomi Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (556.165 KB) | DOI: 10.34208/jba.v5i1.392

Abstract

The objective of this research is to examine the mediating effect of multidimensional commitment on the relationship marketing (RM) activities and membership retention in the Islamic Student Association of University Students. The RM activities consist of five constructs (core service performance, recognition for contributions, member interdependence enhancement, dissemination of organizational knowledge, and reliance on external membership requirements), organizational commitment involves three constructs (continuance, normative and affective commitment). The survey was conducted from April to October 2002 in eleven city in East Java, Central Java and Yogyakarta, with 102 commissioner president and 322 members as the respondents. Statistical method used in this research is Two-step Structural Equation Model. The findings show that the mediating effect of multidimensional commitment is partially mediated. It means the membership retention is positively, directly as well as indirectly affected by RM activities. In addition, indirect effect of RM activities on retention was mediated by normative commitment.
Essential Drivers of Payment Gateway Continuance Intention: The Moderating Role of Usage Rate Yudi Sutarso
Journal of Economics, Business, & Accountancy Ventura Vol 24, No 2 (2021): August - November 2021
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v24i2.2631

Abstract

This study aims to analyze the effect of functional and economic benefit on the perceived value of payment gateway, elaborate the role of perceived value, subjective norm, and behavior control on continuance intention, and identify the moderating role of usage rate on the relationship. The study employed Partial Least Squares to test the proposed model and corresponding hypotheses. Using the purposive sampling technique, the data collection was from 460 survey samples of Fintech payment gateway users in Indonesia. Analysis data used Two-step SEM, inner model, and outer model analysis. The findings showed that functional and economic benefits influence the perceived value of payment gateway. Moreover, perceived value, subjective norm, and behavioral control effects continuance intention. This study shows the importance of the moderating role of usage level on the relationship of subjective norm and perceived behavior control with continuance intention on payment gateway. This study recommends payment getaway providers to manage customer value, promote sustainable intentions, and consider usage rates to encourage subjective norms and behavioral control. Therefore, this study enables a better understanding of the Theory of Plan Behavior (TPB) and Expectation Disconfirmation Theory (EDT) in the payment gateway context.
Pengaruh Risiko Keamanan, Keuangan dan Sosial terhadap Kepercayaan pada Layanan Mobile Payment Aplikasi Dana Maytita Zafira Putri; Yudi Sutarso; Faizatul Hiqmah
Journal of Business & Banking Vol 11, No 1 (2021): Mei - Oktober 2021
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v11i1.2667

Abstract

This study aims to analyze the effect of security, financial and social risks on trust in mobile fintech services using the Dana application, with moderation of religiosity. The research hypothesis states that security, financial and social risks negatively affect trust, and religiosity moderates the relationship between social risk and trust. The sampling technique used was pur-posive sampling and data was collected through questionnaires. This study involved 125 respondents, namely users of mobile payment application named Dana, from Surabaya and Sidoarjo area. SEM PLS is used as a structural model testing. The main finding of this study shows that security risk has a negative effect on trust, however, financial risk has unconfirmed a negative effect on trust. A different finding of this study is that social risk has a positive effect on trust. In the relationship between social risk and trust, this study suggest that religiosity unconfirmed moderates the relationship.
SEGMENTASI NASABAH BERDASARKAN GAYA HIDUP PADA UNIT USAHA SYARIAH DI SURABAYA Risky Amalia Hanum; Basuki Rahmat; Yudi Sutarso
Journal of Business & Banking Vol 2, No 1 (2012): Mei 2012
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v2i1.166

Abstract

The research tried to examine the factors that are formed in the customers of syariah banking Unit in Surabaya, to examine the customers segmentation in Surobaya based on the lifestyle,to identify the profile from each customers segment in Surabaya banking unit based on lifestyle, to examine the difference of characteristic among segments which are formed based on lifestyle factor of syariah banking unit customers in Surabaya and to test the difference of characteristic among segments which are formed based on demographic variable on the customers of syariah bonking unit in Surabaya. The researcher distributed 300 and 200 questionnaires were gathered and analyzed. Factor analysis, cluster analysis, cross tab, and chi-square analysis were employed for analyses. It showed that there were nine factors such as brand tryer factor, affecting factor, sensitivity of price factor, sport interest factor, internet user factor, optimism factor, compulsive housekeeper factor, electronic banking user factor and credit assumption factor. The segment formed yields four clusters such as technology user segment, credit user segment, electronic banking user segment, brand user segment. As for the result of chi-square test shows that there are differences in characteristic among segment which are formed based on customers lifestyle factor in syariah banking unit in Surabaya. There was a difference of characteristic among gender, age, education, occupation and duration of being customers.
Pengaruh kegunaan, kesesuaian, keuntungan, motivasi, dan risiko terhadap niat perilaku pada mobile banking Bank Mandiri di Surabaya Muhammad Ilham Mandrata; Yudi Sutarso
Journal of Business & Banking Vol 9, No 1 (2019): Mei - Oktober 2019
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v9i1.1501

Abstract

Mobile banking, as a banking service, has been popular in a couple of years. In Indonesia, many banks have already this kind of service. The study aims to examine the influence of perceived usefulness, compatibility, relative advantage, hedonic motivation, and perceived risk on customer’s behaviour intention to use mobile-banking of Bank Mandiri in Surabaya. In this research, the data were collected by questionnaires distributed to 125 respondens, using Mandiri mobile-banking. They were selected based on judgement sampling. The data were analyzed using partial least square. It shows that perceived usefulness and relative advantage have a positive effect on behavior intention, but compatibility and hedonic motivation has not. Besides that, perceived risk has negatif effect on the intention to use mobile banking service.
Peran kepercayaan, manfaat dan religiusitas dalam meningkatkan niat menggunakan kembali dompet digital Adinda Ridhia A.N; Yudi Sutarso
Journal of Business & Banking Vol 10, No 2 (2020): November 2020 - April 2021
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v10i2.2172

Abstract

The purpose of this study is to examine the effect of trust and perceived value on continuance intention of payment gateway services with religiosity as moderation variable. This study involves 130 respondents collected through questionnaires in the area of Surabaya and Sidoarjo, East Java. Their responses were analyzed using descriptive analysis with SPSS 16.0 and statistical analysis with WarpPLS 6.0. The results indicate that trust and perceived benefit have positive effect on continuance intention. The moderating role of religiosity has an effect on the relationship between trust and continuance intention. It can be impliead that wallet payment companies should develop their strategies in the future, especially as an evaluation of the performance of their services in fintech competition. They should also provide important information to wallet payment so that they can build trust and perceived benefit that have an impact on continuance intetntion by moderating religiosity to increase the use of wallet payment services.
MEDIATING ROLE OF BRAND, COMMITMENT AND RISK ON THE RELATIONSHIP OF MOBILE BANKING SERVICE QUALITY AND MARKETING PERFORMANCE IN INDONESIA Yudi Sutarso; Bachtiar Eka Kaca Sungkana; Dendi Vio Anggriatama; Windi Mega Lavenia
Jurnal Aplikasi Manajemen Vol 19, No 4 (2021)
Publisher : Faculty of Economics and Business, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2021.019.04.05

Abstract

The purpose of this study is to investigate the mediating role of brand, commitment, and perceived risk on the relationship of mobile banking (MB) service quality and marketing performance (satisfaction and loyalty). A survey was conducted using a sample of 617 MB customers in Indonesia, i.e., Mobile BCA (BCA), BNI mobile (BNI), and Go mobile (CIMB Niaga). Structural equation modeling analysis was carried out with Warp PLS. The results show that MB service quality positively affects brand, commitment, satisfaction, and loyalty, while perceived risk has no effect. Another finding showed a relationship between brand image, commitment, and perceived risk on customer satisfaction and loyalty, although brand prestige does not affect loyalty. Thus, the partial mediating roles of brand image, commitment, and perceived risk are confirmed in the study. The findings will help academic researchers and bank practitioners understand MB customer attitude and behavior and help them in formulating strategies to manage the use of MB in Indonesia.
The Role of Islamic Religiosity on the Relationship Between Risk, Trust, and Intention to Use Digital Payments During the COVID-19 Pandemic Yudi Sutarso
International Journal of Islamic Economics and Finance (IJIEF) Vol 5, No 2 (2022): IJIEF Vol 5 (2), July 2022
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/ijief.v5i2.13990

Abstract

There has been limited study on risk perception faced by digital payment customers, particularly during the COVID-19 pandemic, motivating this study to analyze the role of risk and trust on the intention and use of digital payments and confirm the moderating role of Islamic religiosity in the model. This study used the Partial Least Squares -Structural Equation Model (PLS-SEM) method, including a survey of 270 customers of three digital payment service providers: OVO, Gopay, and Dana. The key finding revealed that security and operational risks significantly impacted trust, even though they did not affect the intention to continue. Another significant result uncovered that Islamic religiosity moderated the effect of operational risk on trust. In this case, customers with a lesser religiosity level were more sensitive to the risk's impact. The significant contribution of this study is an expanding theory on the relationship between perceived risk, trust, and the use of digital payments. The study also offers recommendations to practitioners on managing risk and trust to increase the likelihood of using digital payment in the future. Furthermore, practitioners must consider religiosity regarding risk management, trust, and consumer protection.
ANALISIS FAKTOR-FAKTOR PENDUKUNG S-COMMERCE ENGAGEMENT INTENTION PADA PRODUK FASHION DI INSTAGRAM SHOP Infanta Fazaaqbil Ridanti; Yudi Sutarso
Assets: Jurnal Ekonomi, Manajemen, dan Akuntansi Vol 12 No 2 (2022): Assets : Jurnal Ekonomi, Manajemen dan Akuntansi
Publisher : Universitas Islam Negeri Alauddin Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24252/assets.v12i2.32123

Abstract

Fenomena belanja online telah menjadi suatu kebiasaan. Saat ini, masyarakat tidak hanya bertransaksi melalui e-commerce, tetapi s-commerce (social commerce) juga mulai diminati. Maraknya fenomena s-commerce khususnya pada media sosial Instagram Shop mendorong peneliti untuk membuat penelitian yang bertujuan guna menganalisa faktor-faktor apa saja yang dapat memengaruhi keterlibatan pengguna pada aktivitas s-commerce di Instagram Shop. Variabel yang digunakan adalah metasuara (metavoicing), pengalaman optimal (flow experience), keterlibatan komunitas (community engagement), dan kepercayaan pada penjual (trust in seller) terhadap s-commerce engagement intention. Data diperoleh dari hasil survei melalui kuesioner sebanyak 140 responden pengguna Instagram Shop di Surabaya dan sekitarnya. Analisis data diuji dengan menggunakan software WarpPLS dengan metode penelitian kuantitatif. Temuan pada penelitian ini menjelaskan bahwa metasuara berpengaruh pada keterlibatan komunitas, pengalaman optimal dan kepercayaan pada penjual. Pengalaman optimal itu sendiri juga berpengaruh pada keterlibatan komunitas. Selain itu, keterlibatan komunitas dan kepercayaan pada penjual terkonfirmasi berpengaruh positif pada s-commerce engagement intention namun variabel ini terkonfirmasi tidak dipengaruhi oleh pengalaman optimal.
Co-Authors Adinda Ridhia A.N Ainun Ainiyah Alya Rizky Natasya Amorita Azizah Alpha Andik Setiawan Aniek Maschudah Ilfitiah Bachtiar Eka Kaca Sungkana Bagus Suminar Basuki Rahmat Dendi Vio Anggriatama Djoko Budhi Setiawan Djoko Budi Setyawan Ersa Annisatul Hidayati Faizatul Hiqmah Ferdiansyah Hari Saputra Fika Fahmi Firdaus Gaguk Suprianto Ganestiana Diah Maharani Hane Andariksa Infanta Fazaaqbil Ridanti Iqbal Ramadhani Mukhlis Laila Saleh Martha Larasati Ayu Sekarsari Larasati Ayu Sekarsari Maytita Zafira Putri Meytita Zafira Putri Muhammad Ilham Mandrata Risky Amalia Hanum Sinarring Azi Laga Taufik Fajar Hidayatullah Windi Mega Lavenia Yuana, Irkhamnah Aisyah Yudha Herlambang Cahya Pratama