Jurnal Manajemen Gajayana

PENGARUH PENGEMBANGAN PRODUK JASA DAN KEMUDAHAN PENGGUNAAN TERHADAP LOYALITAS MELALUI KEPUASAN PADA PT. ASSIST SOFTWARE INDONESIA PRATAMA

Sandy Pradana Putra, Endang Suswati, Rini Astuti — Tue, 28 Nov 2023 00:00:00 +0700

Abstract: One of the Information Technology products, commonly abbreviated as IT, is an application or program that runs on a computer or mobile device. PT Assist Software Indonesia Pratama is one of the information technology-based service providers. This study aimed to determine the impact of service product development and ease of use on loyalty simultaneously and individually. This research method employs a quantitative approach. The population in this study consisted of 124 customers of PT Assist Software Indonesia Pratama. The sample in this study comprised 55 service users from PT. Assist Software Indonesia Pratama. The results revealed that service product development and ease of use significantly affect customer satisfaction. Service product development significantly affects loyalty, but ease of use does not have a significant impact on loyalty. Customer satisfaction does not have a significant effect on loyalty. Service product development does not have an indirect effect on loyalty with satisfaction as a mediator. Likewise, ease of use does not indirectly affect the loyalty variable when satisfaction is used as a mediator.

PENGARUH PROMOSI DAN PERSEPSI TERHADAP MINAT PENGGUNAAN APLIKASI E-WALLET OVO MELALUI KEPERCAYAAN SEBAGAI VARIABEL INTERVENING

Luthfi Nur A. A., M. Yusuf Kurniawan, Fitri Ariyani — Tue, 28 Nov 2023 00:00:00 +0700

The current digital era, known as Industry 4.0, has spurred the advancement of internet-based technology. Among these advancements, electronic wallets (e-wallets) have taken the spotlight. In Indonesia, OVO has emerged as one of the largest e-wallets, holding an official license from Bank Indonesia. Despite its significant presence, OVO has maintained the second rank from Q3 2018 to Q2 2020, indicating room for expanding its market share. This study explores the determinants of user interest in the OVO e-wallet application, focusing on promotion, perceived convenience, perceived security, and trust. 110 students in Malang City, actively using OVO for transactions, participated in the study. The findings demonstrate that perceived convenience and security significantly and positively impact customer trust in OVO. Promotion, on the other hand, has a positive yet insignificant effect on trust. The study also highlights that promotion, perceived convenience, perceived security, and trust significantly influence user interest in the OVO app. Moreover, trust acts as a mediator among promotion, perceived convenience, and perceived security, affecting user interest in the OVO application. This research underscores the importance of comprehending the factors shaping e-wallet user interest in the context of OVO. The results offer valuable insights for companies to enhance promotional strategies, bolster perceptions of convenience and security, and cultivate customer trust, thereby boosting interest in the OVO e-wallet application in the future.

PENGARUH EXPERIENTIAL MARKETING DAN CELEBRITY ENDORSEMENTS TERHADAP KEPUTUSAN PEMBELIAN UNTUK MENCIPTAKAN KEPUASAN KONSUMEN: STUDI KASUS PADA PENGGGUNA SHOPEE

Yoga Andika, Ernani Hadiyati, M. Imron — Tue, 28 Nov 2023 00:00:00 +0700

The rapid expansion of digital technology in Indonesia has fostered a techsavvy population utilizing digital platforms for information acquisition and social interactions. This technological growth has also spawned novel business prospects, particularly in e-commerce. Shopee, an online marketplace, is a notable example of ffacilitating direct interaction between sellers and buyers through digital means. Benefitting from being the sixth-largest global internet user community, Indonesia provides a fertile ground for e-commerce enterprises. The Greater Malang area, housing a significant student population, emerges as a lucrative demographic for online businesses catering to their needs. This research evaluates how Experiential Marketing and Celebrity Endorsement impact Purchasing Decisions, consequently shaping Consumer Satisfaction for Shopee users in Greater Malang. Employing non-probability sampling with purposive selection, the study engages 114 Shopee users in the Malang Raya region and employs path analysis for variable assessment. The findings underscore the affirmative and substantial influence of Experiential Marketing on Purchasing Decisions and the comparable impact of Celebrity Endorsement. Moreover, both Experiential Marketing and Celebrity Endorsement positively and significantly affect Customer Satisfaction. In tandem, Consumer Satisfaction emerges as positively affected by Purchasing Decisions. Consequently, the study underscores Shopee's favorable reception among application users in the Malang Raya region. In conclusion, as the digital landscape burgeons in Indonesia, e-commerce ventures like Shopee thrive. Through strategic employment of Experiential Marketing and Celebrity Endorsement, Shopee effectively steers Purchasing Decisions, culminating in enhanced Consumer Satisfaction— a phenomenon well-evidenced among Shopee's user base in the Greater Malang area.

ENGARUH DAYA TARIK WISATA DAN KUALITAS LAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN PENGUNJUNG SEBAGAI VARIABEL INTERVENING

Septi Santri Nurani, Martaleni Martaleni, M. Taufik Akbar — Tue, 28 Nov 2023 00:00:00 +0700

Tourism is one of the driving engines for the world economy, which is proven to contribute to a country's prosperity. Tourism development can stimulate business activities to generate significant social, cultural, and economic benefits for a country. When tourism is well-planned, it should be able to benefit the community at a destination. This study aimed to test and analyze
the effect of attractiveness and service quality on loyalty through visitor satisfaction as an intervening variable. This type of research used explanatory research to determine the relationship between one variable and another. The sample used was 105 respondents who visited the Karanggongso Beach tourist attraction more than twice. Data analysis using path analysis or path analysis with SPSS. The results showed that attractiveness and service quality positively and significantly affected visitor satisfaction. Attractiveness had a positive and significant effect on loyalty. Service quality had a positive and insignificant effect
on loyalty. Visitor satisfaction had a positive and significant effect on loyalty. Visitor satisfaction was proven to mediate the significantly partial relationship between attractiveness and loyalty, but visitor satisfaction is not proven to mediate the relationship between service quality and loyalty.

PENGARUH CITRA PERUSAHAAN DAN KUALITAS PELAYANAN TERHADAP MINAT BELI ULANG MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA KSU ‘TUNAS SETIA BARU’ DIVISI PAKAN TERNAK - PASURUAN)

Ahmad Marzuqi, G. Budi Wahyono, Bagus Ibnu Utama — Tue, 28 Nov 2023 00:00:00 +0700

Abstract: The study investigates the impact of company image and service quality on repurchase intention through customer satisfaction for KSU 'Tunas Setia Baru' Mix feed, a supplier of quality animal feed, particularly mix-feed. Since 2016, 342 members
have utilized their services, with a notable fluctuation in sales during the first semester of 2019. The research employs an explanatory research method, utilizing both primary and secondary data sources, including historical company data, past issues faced by the company, membership history, and cooperative partner data. The path analysis method is used to analyze the data. The study encompasses 349 KSU 'Tunas Setia Baru' members, with a sample size of 78 individuals. The findings indicate an indirect relationship between company image and repurchase intention, mediated by customer satisfaction. Similarly, there is a connection between service quality and repurchase intention, with customer satisfaction as an intervening factor. The study suggests that the company's image alone does not directly influence customer repurchase intent; high-quality service is crucial to satisfy customers, ultimately driving their repurchase decisions initially. In summary, this research delves into customer satisfaction, company image, and service quality dynamics in the KSU 'Tunas Setia Baru' Mix feed, shedding light on the importance of service quality as a precursor to customer repurchase intentions.

ANALISIS PENGARUH PRODUK WISATA DAN ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN BERKUNJUNG DENGAN CITRA DESTINASI WISATA SEBAGAI VARIABEL INTERVENING

Anastasia Aprilia S., M. Jamal A. Nasir, Ferdian Hendrasto — Tue, 28 Nov 2023 00:00:00 +0700

The study focuses on the tourism sector in Indonesia, particularly in the emerging city of Batu Tourism City in East Java Province. This city has a notable tourist attraction called the Museum Angkut Movie Star Studio, which features a transportation equipment museum. The research aims to assess the impact of two factors, namely tourism products and electronic word of mouth (eWOM), on visitors' decision-making process, with the destination image acting as a mediating factor. The study employs explanatory research methods to establish connections between different variables. The sample consists of 120 respondents who were visitors to the Museum Angkut. These respondents actively accessed, read, and sought information about the museum through online forums on various social media platforms. The data analysis was conducted through path analysis using SPSS tools. The findings suggest several significant outcomes. Firstly, both tourism products and electronic word of mouth have a positive and noteworthy influence on shaping the image of the tourist destination. Secondly, while tourism products positively affect visitors' decisions, this effect is not statistically significant. On the other hand, electronic word of mouth significantly positively impacts visitors' decisions. Additionally, the image of the tourist destination strongly and positively influences visitors' decisions. Moreover, tourism products do not directly affect visitors' decisions when the tourist destination's image is considered an intervening variable. Lastly, electronic word of mouth has a positive and substantial effect on visitors' decisions when the tourist destination's image is considered as an intervening variable.