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All Journal Gadjah Mada International Journal of Business DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Manajemen Indonesia Journal of Business and Applied Management Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Jurnal Muara Ilmu Ekonomi dan Bisnis Business Management Journal Program Studi Manajemen Jurnal Manajemen Bisnis dan Kewirausahaan Journal FAME (Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services Jurnal Pengabdian dan Kewirausahaan Jurnal Manajemen dan Pemasaran Jasa
Wilson, Nicholas
Universitas Bunda Mulia
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Journal : Jurnal Manajemen Indonesia

 1 
PENGARUH WEBSITE DESIGN QUALITY, SERVICE QUALITY, TRUST DAN SATISFACTION TERHADAP REPURCHASE INTENTION (STUDI KASUS: TOKOPEDIA.COM) Innocentius Bernarto; Nicholas Wilson; Ian Nurpatria Suryawan
Jurnal Manajemen Indonesia Vol 19 No 1 (2019): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v19i1.1987

Abstract

The purpose of this study is to analyze and test: 1. Whether Website Design Quality from Tokopedia.com has a positive effect on Trust, 2. Does Website Design Quality from Tokopedia.com have a positive effect on Satisfaction, 3. What is Service Quality from Tokopedia .com has a positive effect on Trust, 4. Whether Service Quality of Tokopedia.com has positive effect on Customer Satisfaction, 5. Does Satisfaction have positive effect on Trust, 6. Does Customer Satisfaction have positive effect on Repurchase Intention, 7. Whether Trust have a positive effect on Repurchase Intention. Survey methods are used in this study. Data collection was done by using questionnaire instrument. The target population of research is all of the UPH students. The sample size was determined for 93 samples. The sampling technique is done with convenience sampling. Partial least Square-Structural Equation Modeling approach with SmartPls program is used for data analysis. The results show that web design quality has no positive effect on trust. Similarly, satisfaction has no positive effect on repurchase intention. Then, web design quality and service quality have a positive effect on satisfaction. Service quality and satisfaction have a positive effect on trust. Finally, trust has a positive effect on repurchase intention. Keywords—Website Design Quality, Service Quality, Trust, Kepuasan, Repurchase Intention. Abstrak Tujuan dari penelitian ini adalah untuk menganalisis dan menguji: 1. apakah Website Design Quality dari Tokopedia.com berpengaruh positif terhadap Trust, 2. apakah Website Design Quality dari Tokopedia.com berpengaruh positif terhadap Satisfaction, 3. apakah Service Quality dari Tokopedia.com berpengaruh positif terhadap Trust, 4. apakah Service Quality dari Tokopedia.com berpengaruh positif terhadap Satisfaction Pelanggan, 5. apakah Satisfaction berpengaruh positif terhadap Trust, 6. apakah Satisfaction pelanggan berpengaruh positif terhadap Repurchase Intention, 7. apakah Trust berpengaruh positif terhadap Repurchase Intention. Metode survei digunakan di dalam penelitian ini. Pengumpulan data dilakukan dengan menggunakan instrumen kuesioner. Target populasi penelitian adalah seluruh mahasiswa UPH. Jumlah sampel ditentukan sebesar 93 sample. Teknik pengambilan sampel dilakukan dengan convenience sampling. Pendekatan Partial least Square-Structural Equation Modeling dengan program SmartPls digunakan untuk analisis data. Hasil penelitian menunjukkan bahwa web design quality tidak berpengaruh positif terhadap trust. Begitu juga, satisfaction tidak berpengaruh positif terhadap repurchase intention. Kemudian, web design quality dan service quality berpengaruh positif terhadap satisfaction. Service quality dan satisfaction berpengaruh positif terhadap trust. Terakhir, trust berpengaruh positif terhadap repurchase intention. Kata kunci—Website Design Quality, Service Quality, Trust, Kepuasan, Repurchase Intention
THE IMPACT OF PERCEIVED USEFULNESS AND PERCEIVED EASE-OF-USE TOWARD REPURCHASE INTENTION IN THE INDONESIAN E-COMMERCE INDUSTRY Nicholas Wilson
Jurnal Manajemen Indonesia Vol 19 No 3 (2019): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v19i3.2412

Abstract

This research was conducted to understand the impact of perceived usefulness and perceived ease-of-use on repurchase intention in the Indonesian e-commerce industry. A total of 400 respondents participated in this research, in which, collected data were further analyzed using PLS-SEM method. Smart PLS 3.2.7 software was used to analyze and generate the results required for the concluding this research. Based on the results of the data analysis, it could be concluded that both perceived usefulness and perceived ease-of-use had a positive impact on Indonesian consumers’ repurchase intention in the e-commerce industry, both directly and indirectly through trust. Based on these result, author would like to suggest that companies practicing their business in theIndonesian E-Commerce Industry to make upgrade their system to be more simpler yet understandable regarding the website or the apps that the company develop in order to reduce the level of confusion between the users, while at the same time, companies should also create a website or system in which people will perceive that such an app or e-commerce website would be beneficial in helping them in enhancing their daily activities, thus pushing them to learn and use the system. To author’s best knowledge, this is one of a few studies which conduct an assessment regarding the relationship between variables in the e-commerce industry using PLS-SEM approach. Keywords—E-Commerce Industry, Perceived Ease-of-Use,Perceived usefulness, Repurchase Intention, Trust Abstrak Penelitian ini dilakukan untukmengetahui pengaruh perceived usefulnessdan perceived ease-of-useterhadap repurchase intentionpelanggan pada industri e-commercedi Indonesia. Penelitian ini menggunakan metode survey, dimana, sebanyak 440 responden berpartisipasi dengan mengisi kuesioner yang diberikan. Setelah mengumpulkan seluruh data dari responden, data tersebut kemudian diolah dengan menggunakan metode PLS-SEM. Software Smart PLS versi 3.2.7 digunakan untuk menganalisis danmenemukan hasil akhir dari pengolahan data ini akan digunakan untuk menyimpulkan hasil dari penelitian ini. Berdasarkan hasil analisis data, peneliti dapat menyimpulkan bahwa kedua variabel independen, yaitu perceived usefulness dan perceived ease-of-useberpengaruh positif terhadap repurchase intention, baik secara langsung maupun secara tidak langsung melalui trust. Berdasarkan hasil ini, peneliti ingin menyarankan kepada seluruh perusahaanyang bergerak di industri e-commerce di Indonesia untuk dapat menigkatkan kualitas sistemnya, dimana, system yang diimplementasikan oleh perusahaan haruslah mudah untuk dipelajari dan dimengerti oleh masyarakat dengan tujuan agar masyarakat tidak bingung di dalam menggunakan system yang dikelola oleh perusahaan. Selain itu, peneliti juga ingin menyarankan kepada perusahaan untuk dapat menciptakan suatu sistem e-commerce yang dimana sistem tersebut akan dipersepsikan sebagai suatu sistem yang akan berguna bagi masyarakat di dalam membantu mereka untuk melakukan aktivitas sehari-hari, sehingga, masyarakat akan belajar dan menggunakan sistem yang dikelola oleh perusahaan e-commerce tersebut. Berdasarkan hasil studi yang dilakukan oleh peneliti, penelitian ini merupakan satu dari sedikit penelitian yang bertujuan untuk mengetahui hubungan antar variabel melalui metode PLS-SEM pada industri e-commerce di Indonesia. Kata kunci—Industri E-Commerce,Perceived ease-of-use,Perceived usefulness,Repurchase Intention,Trust
THE IMPACT OF SERVICE QUALITY AND BRAND IMAGE TOWARD CUSTOMER LOYALTY IN THE INDONESIAN AIRLINES INDUSTRY Nicholas Wilson
Jurnal Manajemen Indonesia Vol 18 No 3 (2018): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (743.999 KB) | DOI: 10.25124/jmi.v18i3.1734

Abstract

This research was conducted in order to determine and understand the impact of service quality and brand image toward customer loyalty in the Indonesian airlines industry. This research implements survey method, in which questionnaires were used as tools to collect the data needed for this research. A total of 550 respondents participated in this research, in which all questionnaires were deemed valid to be analyzed. Data were then analysed using PLS-SEM method using SmartPLS 3.2.7 Software. Based on the results of the data analysis, it was found that both service quality and brand image had a positive and significant impact on customer loyalty, with service quality had a stronger impact compared to brand image. Based on these result, author would like to suggest to companies conducting their business in the Indonesian Airlines Industry to improve the level of quality regarding the service that they offer to the customers, while they should also be able to maintain and improve the image of the brand in order to enhance the positive image of the brand in the public’s mind. To author's knowledge, this is one of a few researches which conduct an assessment regarding the relationship between variables in the airlines industry using PLS-SEM approach. Keywords— Brand Image; Customer Loyalty; Indonesian Airlines Industry; PLS-SEM Method; Service Quality Abstrak Penelitian ini dilakukan guna mengetahui dan memahami pengaruh kualitas jasa dan citra merek terhadap loyalitas pelanggan pada industri penerbangan di Indonesia. Penelitian ini mengimplementasikan metode survei, dimana kuesioner digunakan sebagai alat untuk mengumpulkan data dari responden. Sebanyak 550 responden berpartisipasi pada penelitian ini, dimana setelah melalui berbagai tahapan pengecekan data, dapat disimpulkan bahwa seluruh data yang dikumpulkan melalui kuesioner adalah valid untuk dianalisa ke tahapan berikutnya. Data yang dikumpulkan tersebut kemudian diolah dengan metode PLS-SEM dengan bantuan perangkat lunak SmartPLS versi 3.2.7. Berdasarkan hasil analisis data, dapat disimpulkan bahwa kualitas jasa dan citra merek berpengaruh positif terhadap loyalitas pelanggan pada industri penerbangan di Indonesia, dimana, kualitas jasa memiliki pengaruh yang lebih besar dibandingkan dengan citra merek di dalam mempengaruhi loyalitas pelanggan. Berdasarkan hasil ini, maka peneliti menyarankan kepada seluruh perusahaan yang bergerak di industri penerbangan di Indonesia untuk dapat meningkatkan kualitas pelayanan yang diberikan kepada pelanggan, mengingat, kualitas pelayanan merupakan salah satu aspek paling penting yang dapat menentukan kesuksesan sebuah perusahaan penerbangan di Indonesia. Tidak hanya itu, peneliti juga ingin mengyarankan kepada perusahaan untuk dapat terus meningkatkan citra merek yang dimiliki guna meningkatkan persepsi positif pelanggan dan pubik terhadap merek tersebut. Berdasarkan hasil studi yang dilakukan oleh peneliti, penelitian ini merupakan satu dari sedikit penelitian yang bertujuan untuk mengetahui hubungan antar variabel melalui metode PLS-SEM. Kata Kunci—Kualitas Jasa, Citra Merek, Loyalitas Pelanggan, Industri Penerbangan di Indonesia, Metode PLS-SEM
Co-Authors Brian Budi Budi Diayudha, Lanang Edelyn Edelyn Edelyn Fransisca Iriani Roesmala Dewi Grace Putlia Hary Saputra Sundoro Herdy Jaya Prawiradipura Ian Nurpatria Suryawan Ian Nurpatria Suryawan Innocentius Bernarto, Innocentius Jessica Jessica KENI KENI Kevin Goldie Makmud, Stanley Tulus Marcellino Jason Ferdinand Sugiyanto Marina Pendi Meilisa Alvita Purnama Dharmawan Regina Christella Rowena, Janny Samuel Samuel Sentot Basuki Prayitno Stevani Helena Susilawaty, Lilis Tan, Pauline Tan, Pauline Henriette Pattyranie Theodorus, Evan Wibisono, Jensen Wijaya, Brendi