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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 : DeReMa (Development Research of Management) Jurnal Manajemen

 1 
An Empirical Research of Factors Affecting Customer Satisfaction: A Case of the Indonesian E-Commerce Industry Nicholas Wilson; Regina Christella
DeReMa (Development Research of Management): Jurnal Manajemen Vol 14, No 1 (2019): May
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v14i1.1108

Abstract

The purpose of this study is to analyze the effect of website design, reliability, time saved, product variety, and delivery performance towards customer satisfaction in the Indonesian e-commerce industry. The instrument for collecting the data is using the questionnaire. The number of samples that obtained in this study is 200 samples, in which, 15 of them should be omitted since those questionnaires weren’t filled properly, resulted in a total of 185 samples being deemed usable and used for this study. The data were analyzed using PLS-SEM Method. The results of this study found reliability, time saved, product variety, and delivery performance has positive and significant effect toward customer satisfaction, in which product variety has the highest effect toward customer satisfaction among the other variables. However, this study also found out that there is no significant effect between website design and customer satisfaction. This study further suggests that company specializing in the e-commerce industry should always enhance their product and services to their customer, in which customers will be satisfied, thus increasing their likeliness to repeat their purchasing experience on the company in the future.Bahasa Indonesia Asbtrak: Penelitian ini dilakukan guna mengetahui secara mendalam pengaruh desain website,keandalan, penghematan waktu, variasi produk, dan kinerja pengiriman terhadap kepuasan pelanggan pada industri e-commerce di Indonesia. Penelitian ini menggunakan metode survei, dimana, kuesioner digunakan sebagai instrumen untuk mengumpulkan data. Sebanyak 200 responden berpartisipasi pada penelitian ini, dimana, 15 kuesioner harus dibuang karena pengisian yang tidak lengkap. Dengan demikian, sebanyak 185 data yang valid dan reliabel digunakan untuk selanjutnya digunakan dan diproses pada penelitian ini. Seluruh data diolah dengan menggunakan metode partial least squares-structural equation modelling (PLS-SEM). Berdasarkan hasil pengolahan data, diperoleh hasil bahwa reliability, time saved, product variety, and delivery performance memiliki pengaruh yang positif dan signifikan terhadap kepuasan pelanggan, dimana, variabel product variety memiliki pengaruh yang paling besar terhadap kepuasan pelanggan dibandingkan dengan beberapa variabel yang lain. Sementara itu, hasil pengolahan data pada penelitian ini juga menemukan bahwa website design tidak memiliki pengaruh yang signifikan terhadap kepuasan pelanggan. Berdasarkan hasil ini, maka peneliti ingin merekomendasikan kepada seluruh perusahaan Indoesia yangn bergerak di bidang e-commerce untuk dapat terus meningkatkan performa perusahaan berkaitan dengan kualitas produk dan jasanya kepada pelanggan, dengan harapan bahwa hal ini dapat meningkatkan kepuasan pelanggan serta meningkatkan intensi pelanggan untuk dapat mengulangi aktivitas pembelian terhadap perusahaan tersebut di masa mendatang.
ANALISIS PENGARUH DIMENSI CELEBRITY ENDORSER TERHADAP KESADARAN MEREK DAN INTENSI PEMBELIAN: STUDI KASUS PADA SEKTOR CHINESE-BRAND SMARTPHONE DI INDONESIA [ANALYSIS OF THE EFFECT OF CELEBRITY ENDORSER DIMENSIONS ON BRAND AWARENESS AND PURCHASE INTENTION: A CASE STUDY OF THE CHINESE-BRAND SMARTPHONE SECTOR IN INDONESIA] Nicholas Wilson
DeReMa (Development Research of Management): Jurnal Manajemen Vol 15, No 1 (2020): May
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v15i1.2248

Abstract

In this era, celebrities serve as one of the most important factors when endorsing a product. More and more companies are battling it out to recruit the best celebrity which they see as one of the key factors in increasing people’s interest in their product. Therefore, this research attempts to understand whether or not a celebrity endorser positively affects consumers’ Purchase Intention, both directly and indirectly toward Brand Awareness in the Chinese-brand smartphone in Indonesia. This research implements a survey method, in which a total of 200 questionnaires were distributed to all respondents participating in this research. All of the data were analysed using partial least squares-structural equation modelling (PLS-SEM). Based on the results of the data analysis, the author concludes that a celebrity endorser plays a significant role in affecting consumers Purchase Intention toward Chinese-brand smartphone in Indonesia, both directly and indirectly toward Brand Awareness. Based on these findings, the author would like to suggest to Chinese-brand smartphone companies who operate their business in Indonesia that they fully understand the strategy which enables the company to properly recruit the celebrities needed to become the ambassador or endorser of the companies’ products in order to increase people’s awareness toward the brand of the product, which in turns could increase people’s intention to try and buy the product in the future. This research also contributes to the development of the theories in which all variables in this research were assessed in the Indonesian Chinese-brand smartphone sector.Abstrak Bahasa Indonesia Di era sekarang ini, selebriti memegang peranan yang sangat penting di dalam mempromosikan suatu produk yang dipasarkan kepada masyarakat luas, dimana banyak perusahaan berlomba untuk saling bersaing di dalam merekrut selebriti terbaik yang dianggap dapat meningkatkan minat masyarakat terhadap produk yang dijual. Berdasarkan hal tersebut, maka penelitian ini dilakukan guna mengetahui bagaimana pengaruh celebrity endorser terhadap intensi pembelian, baik secara langsung ataupun tidak langsung melalui Kesadaran Merek pada chinese-brand smartphone di Indonesia. Adapun sektor Chinese-brand smartphone merupakan salah satu sektor yang pertumbuhannya dapat dikatakan cukup pesat di Indonesia, dimana, salah satu indikatornya dapat terlihat dari semakin banyaknya perusahaan smartphone asal china yang masuk ke pasar Indonesia, serta semakin tingginya animo masyarakat Indonesia terhadap Chinese-brand smartphone ini. Penelitian ini mengimplementasikan metode survey, dimana, sebanyak 200 kuesioner disebarkan kepada yang responden berpartisipasi pada penelitian ini, dimana, seluruh data dinyatakan valid dan dapat diproses pada penelitian ini. Seluruh data kemudian dianalisis dengan menggunakan metode partial least squares-structural equation modelling (PLS-SEM). Berdasarkan hasil analisis data, peneliti menyimpulkan bahwa celebrity endorser berpengaruh positif terhadap Intensi Pembelian pada chinese-brand smartphone di Indonesia, baik secara langsung ataupun tidak langsung melalui Kesadaran Merek. Berdasarkan hal ini, maka peneliti menyarankan kepada perusahaan smartphone asal china yang berdiri di Indonesia untuk dapat menyusun strategi yang efektif, seperti merekrut selebriti ataupun artis yang memang kredibel dan cocok dengan citra yang ingin dutnjukkan perusahaan terhadap produk yang dijual, guna meningkatkan kesadaran dan minat masyarakat terhadap produk yang dijual. Selain itu, hasil dari penelitian ini juga berkontribusi pada pengembangan teori berkaitan dengan variabel-variabel pada penelitian ini, dimana, variabel-variabel pada penelitian ini diteliti pada industri Chinese-brand smartphone di Indonesia. 
PENGARUH CORPORATE REPUTATION, BRAND SATISFACTION DAN BRAND ATTITUDE TERHADAP CUSTOMER LOYALTY PADA INDUSTRI PENERBANGAN DI INDONESIA [THE EFFECT OF COMPANY REPUTATION, BRAND SATISFACTION AND BRAND ATTITUDES TOWARDS CUSTOMER LOYALTY IN THE FLIGHT INDUSTRY IN INDONESIA] Keni Keni; Purnama Dharmawan; Nicholas Wilson
DeReMa (Development Research of Management): Jurnal Manajemen Vol 16, No 1 (2021): May
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v16i1.2743

Abstract

This research was conducted in order to uncover the effect of Reputasi Perusahaan, Kepuasan Merek and Sikap Merek, both direct and indirectly toward Loyalitas Konsumen in the Indonesian airlines industry. This research implemented survey method in which a total of 300 questionnaires were distributed to the respondents who participated in this research. After a thorough analysis, all of the data had been deemed valid and usable to be further processed in this research. All of the data were then further analyzed by using Partial Least Suares-Structural Equation Modeling (PLS-SEM) by using SmartPLS 3.2.8 modeling software. Based on the results of the data analysis, authors would like to conclude that both Reputasi Perusahaan and Kepuasan Merek had a positive impact on Loyalitas Konsumen, both directly and indirectly through Sikap Merek, in the Indonesian airlines industry.Abstrak dalam Bahasa Indonesia Penelitian ini dilakukan guna mengetahui bagaimana pengaruh reputasi perusahaan, kepuasan merek dan sikap merek terhadap loyalitas pelanggan pada industri penerbangan di Indonesia. Penelitian ini mengimplementasikan metode survei, dimana kuesioner dipilih dan digunakan sebagai instrumen untuk mengumpulkan data dari responden yang berpartisipasi didalam penelitian ini. Adapun kuesioner akan disebarkan kepada 300 responden yang berpartisipasi pada penelitian ini, dimana berdasarkan hasil analisis awal terhadap data penelitian, seluruh data dinyatakan valid dan dapat digunakan didalam penelitian ini. Setelah seluruh data berhasil dikumpulkan, maka data selanjutnya diolah dengan menggunakan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM) dengan menggunakan perangkat lunak SmartPLS 3.2.8. Berdasarkan hasil analisis data, peneliti menyimpulkan bahwa reputasi perusahaan dan kepuasan merek berpengaruh positif terhadap loyalitas pelanggan, baik secara langsung maupun tidak langsung melalui sikap merek, pada industri penerbangan di Indonesia. 
PRICE SATISFACTION VS PRODUCT QUALITY: WHICH FACTOR HAS A MORE SIGNIFICANT EFFECT ON CUSTOMER LOYALTY TOWARD GREEN PRODUCTS? [KEPUASAN HARGA VS KUALITAS PRODUK: FAKTOR MANA YANG MEMILIKI PENGARUH LEBIH SIGNIFIKAN TERHADAP LOYALITAS PELANGGAN TERHADAP GREEN PRODUCT?]? Nicholas Wilson
DeReMa (Development Research of Management): Jurnal Manajemen Vol 17, No 1 (2022): MAY
Publisher : Universitas Pelita Harapan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19166/derema.v17i1.4970

Abstract

This research was conducted in order to thoroughly examine the impact of price satisfaction (comprised of price fairness, relative price, price reliability, and price confidence) and product quality toward customer loyalty on green product through customer satisfaction. In regard with the methodology implemented in this study, survey method was utilized, in which questionnaires were electronically distributed to the respondents originated or living in Jakarta, Bandung, Surabaya, Bali and Medan using google forms. All of these data then were analyzed using PLS-SEM method. A non-probability sampling method in the form of convenience sampling was implemented in order that all respondents had complied with the criteria set in this study, in which, respondents are those who’ve bought any kind of green (eco-friendly) products between 2019 to 2021. A total of 476 usable data were used and assessed in this research. Based on the findings obtained in this study, author concluded that price fairness, price confidence, and product quality positively affect customer loyalty through customer satisfaction, while the impact of the other variables toward customer loyalty had been proven to be insignificant. In the other hand, customer satisfaction positively mediates the effect of price fairness, price confidence, and product quality toward customer loyalty. Furthermore, based on these results, authors would like to also conclude that product quality plays a slightly more important role in affecting consumers’ loyalty toward green products as opposed to price satisfaction, since there are several variables which didn’t significantly affect customer’s level of loyalty toward green products.Bahasa Indonesia Abstrak: Penelitian ini dilakukan guna mengetahui secara mendalam bagaimana pengaruh yang diberikan oleh price fairness, relative price, price reliability, and price confidence (sebagai bagian dari price satisfaction) dan product quality di dalam meningkatkan loyalitas konsumen terhadap produk-produk ramah lingkungan (green products), baik secara langsung ataupun tidak langsung melalui customer satisfaction. Adapun metode survei dengan menggunakan kuesioner diimplementasikan pada penelitian ini, yang dimana, seluruh kuesioner disebarkan secara daring kepada seluruh responden. Responden pada penelitian ini sendiri berasal dari berbagai kota besar di Indonesia, diantaranya adalah Jakarta, Bandung, Surabaya, Bali serta Medan. Selanjutnya, terkait dengan teknik sampling yang digunakan, teknik non-probability sampling dalam bentuk convenience sampling diimplementasikan pada penelitian ini guna memastikan bahwa memang seluruh responden yang berpartisipasi pada penelitian ini telah memenuhi seluruh persyaratan responden yang telah ditentukan, yang dimana, responden haruslah konsumen yang pernah membeli produk ramah lingkungan dalam kurun waktu 2 tahun terakhir antara 2019 hingga 2021. Terkait dengan jumlah sampel pada studi ini, sebanyak 476 data dikumpulkan dari para responden, yang dimana, berdasarkan hasil pengolahan data dengan menggunakan metode PLS-SEM, dapat disimpulkan bahwa price fairness, price confidence, and product quality berpengaruh signifikan terhadap customer loyalty melalui customer satisfaction. Selain itu juga, customer satisfaction mampu secara signifikan me-mediasi pengaruh dari price fairness, price confidence, dan product quality terhadap customer loyalty. Selain itu, ditemukan juga bahwa product quality memegang peranan yang lebih signifikan di dalam mempengaruhi loyalitas konsumen terhadap produk- produk ramah lingkungan, mengingat bahwa ada beberapa variabel yang merupakan bagian dari price satisfaction yang tidak berpengaruh signifikan terhadap loyalitas.
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