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Jurnal Manajemen
Published by INSTITUT BISNIS DAN INFORMATIKA KWIK KIAN GIE
ISSN : 20893477     EISSN : 24774774     DOI : 10.46806
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
Jurnal Manajemen mempunyai misi untuk mendorong pengembangan praktik dan teori manajemen di Indonesia melalui penyebarluasan temuan-temuan hasil riset dibidang sains dan kasus manajemen, terdiri dari bidang sumber daya manusia, pemasaran, strategik, keuangan, dan operasional.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 4 Documents
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Search results for , issue "Vol 12 No 2 (2023): Mei-Oktober 2023" : 4 Documents clear
Menjelaskan Adopsi Aplikasi Shopee Menggunakan Technology Acceptance Model Davis 1985 Eric Christopher
Jurnal Manajemen Vol 12 No 2 (2023): Mei-Oktober 2023
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jman.v12i2.931

Abstract

The use of online shopping applications has spread widely at present. However, the reasons why consumers use these applications are not fully understood. Therefore, by adapting the Technology Acceptance Model, this study aims to find the factors that encourage online shoppers to use the Shopee application. The three exogenous variables are perceived complexity, self-efficacy, and internet connection. The sample data is 150 respondents, taken by judgment sampling and processed using structural equation modelling with WarpPLS. This study found that complexity does not have a direct effect on perceived usefulness but has a negative influence on perceived ease of use. As hypothesised, self-efficacy determines perceived usefulness and perceived ease of use positively and significantly. The impact of internet connection on perceived usability and perceived ease of use are also in the same pattern. The same result was also performed by perceived ease of use on perceived usefulness and attitudes toward the use and perceived usefulness on attitudes toward use. Future research can add anticipated emotions as an exogenous variable.
Pengalaman dan Kepuasan Berpengaruh Positif terhadap Loyalitas Pelanggan Gofood di Jakarta Clara Audina; Abdullah Rakhman
Jurnal Manajemen Vol 12 No 2 (2023): Mei-Oktober 2023
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jman.v12i2.954

Abstract

The developments in the internet and related technology have switched business digitally. One of the digital businesses known widely is an online food delivery service, GoFood. With the growth of the online food delivery service business, the business players in the industry struggle for the most crucial factor for success: customer loyalty. The need for customer loyalty forces GoFood to ensure customers experience positive service and are satisfied. However, empirical confirmation of this notion is still not fully available. This study is purposed to find such a necessity in the GoFood context. Therefore, the authors collected the data from 190 GoFood customers chosen judgmentally. Data analysis with multiple linear regression analysis reveals that customer experience and satisfaction positively and significantly affect customer loyalty with a determinant coefficient of 42.2%. Further research can replicate this study constructively by adding a structural path from customer experience to customer satisfaction.
Apakah Layanan Digital Memuaskan Konsumen: Studi Empirik pada Bank BCA Gabrielle Sylviera Wikarma; Dergibson Siagian
Jurnal Manajemen Vol 12 No 2 (2023): Mei-Oktober 2023
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jman.v12i2.973

Abstract

The covid-19 pandemic reduces face-to-face customer service and forces banks to initiate digital-based banking services. Gradually the traditional activities of banks are switching to digital banking, and banks are starting to compete to create digital banking that is easily accessible to customers. That practice is now growing rapidly. However, the customer's response to this new approach is not fully understood. Therefore, the authors detect customers' responses in the form of customer satisfaction and use customer experience and ease of use of digital customer service tools as presumed determinants. Using judgmental sampling to prove this notion, the authors recruited 113 customers as respondents. Structural equation modelling with WarPLS reveals that customer experience has no significant effect on customer satisfaction, while ease of use has. This study suggests the direction for further research based on the conclusion.
Pengaruh Electronic Word Of Mouth dan Kepuasan terhadap Niat Beli Ulang Pelanggan Shopee Friesca Gracia Cung; Rita Setianingsih; Liaw Bunfa
Jurnal Manajemen Vol 12 No 2 (2023): Mei-Oktober 2023
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jm.v12i2.979

Abstract

Terdapat berbagai komentar negatif dan ketidakpuasan pelanggan terhadap Shoope di internet. Namun, sejauh ini Shoope adalah marketplace kedua paling banyak dikunjungi di Indonesia.  Apakah kedua masalah tersebut tidak berpengaruh pada popularitas Shoope? Berangkat dari pertanyaan ini, para penulis menginvestigasi pengaruh electronic word of mouth dan kepuasan pelanggan terhadap niat beli ulang pelanggan melalui Shopee. Untuk itu, peneliti menggumpulkan data dari 116 responden yang dipilih menggunakan judgment melalui Google Form.  Pengolahan data menggunakan regresi linier berganda menunjukkan bahwa electronic word of mouth dan kepuasan pelanggan berpengaruh positif dan signifikan terhadap niat beli ulang.

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