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All Journal Benefit: Jurnal Manajemen dan Bisnis Jurnal Manajemen Maranatha
Hendrick Hernando
Politeknik Negeri Madiun
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Faktor Pendukung Eksternal dan Pengadopsian E-Commerce pada UKM: Sebuah Model Konseptual Hendrick Hernando
Benefit: Jurnal Manajemen dan Bisnis Volume 2 No 2 Desember 2017
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v2i2.4290

Abstract

Perkembangan teknologi informasi dan perdagangan berbasis elektronik memberi peluang bagi para pelaku usaha kecil menengah di Indonesia untuk mengembangkan bisnisnya. Hal tersebut sejalan dengan visi pemerintah yang menargetkan Indonesia untuk menjadi negara ekonomi digital terbesar di Asia Tenggara pada 2020. Namun, pengadopsian teknologi untuk perdagangan berbasis elektronik memiliki kendala, salah satunya mengenai kesiapan sumber daya manusia. Para pelaku usaha kecil menengah lebih fokus untuk menilai aspek finansial dibandingkan dengan kapabilitas internal ketika berhadapan dengan implementasi teknologi informasi. Studi ini bertujuan untuk membangun sebuah model konseptual yang menjelaskan hubungan antara faktor pendukung eksternal, penguasaan IT dan pengadopsian e-commerce pada UKM. Studi ini diharapkan dapat memberi implikasi kepada pelaku usaha, pemerintah sebagai pembuat kebijakan dan perusahaan pengembang teknologi untuk dapat berkolaborasi bersama dalam pencapaian visi ekonomi digital.
Loyalty among online food delivery customers: Extended scale of e-service quality Hendrick Hernando; Wely Hadi Gunawan
Jurnal Manajemen Maranatha Vol. 20 No. 2 (2021): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v20i2.3507

Abstract

Considering the contradictory finding regarding e-service quality influence toward customer loyalty in the context of online food delivery (OFD) service, we evaluate e-service quality measurement by adding an extended indicator. Our study aims to validate payment flexibility as an extended indicator and examine e-service quality influence on customer loyalty. Data were collected through an online questionnaire involving 100 OFD customers in West Java (Indonesia). The Partial Least Square (PLS-SEM) technique was used to analyze data from that answered questionnaire. Interestingly, our findings showed that payment flexibility is valid and reliable as an e-service quality indicator. Moreover, the influence of e-service quality on OFD customer loyalty is found to be statistically significant. Finally, this study provides new insight into the existing knowledge of e-service quality and generates valuable implications. OFD service providers are suggested to ensure order suitability in retaining their customer loyalty.
Kualitas pengiriman dan loyalitas pelanggan GoFood: Peran mediasi kepuasan pelanggan Hendrick Hernando; Jati Nugroho
Jurnal Manajemen Maranatha Vol. 22 No. 1 (2022): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v22i1.4886

Abstract

Delivery quality discussion in the online food studies received scarce attention. This study examines the direct effect of delivery quality on customer loyalty and its indirect through customer satisfaction as mediating variable. A total of 125 GoFood customers in Madiun participated in this study. By applying Partial Least Squares (PLS) technique to evaluate the conceptual model, this study confirms the indirect effect of delivery quality on loyalty, but not the direct effect. The PLS results indicate the full mediation role of customer satisfaction on the link between delivery quality and customer loyalty. Past studies have mainly focused on the quality of ordering apps in the online food delivery context. This study provides an understanding of delivery quality roles in the current online food studies. Finally, this study informs service providers to ensure on-time delivery in creating their customer loyalty.
Co-Authors Jati Nugroho Wely Hadi Gunawan