Jurnal Aplikasi Manajemen最新文献_第2页

GREENING THE TOURISTS: ANALYZING THE DRIVERS OF ENVIRONMENTALLY RESPONSIBLE TOURISM BEHAVIOR 绿化游客:环境责任旅游行为驱动因素分析

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.11

Prasetyo Hadi, Ahmad Johan

{"title":"GREENING THE TOURISTS: ANALYZING THE DRIVERS OF ENVIRONMENTALLY RESPONSIBLE TOURISM BEHAVIOR","authors":"Prasetyo Hadi, Ahmad Johan","doi":"10.21776/ub.jam.2023.021.03.11","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.11","url":null,"abstract":"The concept of green tourism has started to gain attention since it is seen as a practice that can reduce carbon emissions, environmental degradation, and detrimental impacts on the environment and tourists' activities. As the main actors within the tourism industry, tourists are also encouraged to start to have concerns for the environment when they visit a destination. This study attempts to identify the driving factors of tourists' environmentally responsible behavior by examining how green mindfulness, green knowledge, and individual green value of tourists influence attitudes towards green tourism, which then affect their intention and conduct to participate in green tourism. Through the quantitative method, this study employs a survey administered to 330 respondents who visited tourist destinations in West Java Province, Indonesia. The data obtained is analyzed using Structural Equation Modeling with Partial Least Square (SEM-PLS). Green mindfulness, knowledge, and individual values positively influence tourists' attitudes toward green tourism. Furthermore, attitude toward green tourism leads to the intention to participate in green tourism and eventually to environmentally responsible tourism behavior. This study forms a framework that explains the formation of pro-environmental behavior from visitors who have positive views, perceptions, and values toward the environment. Managers of tourist attractions can look for ways or alternatives to increase green mindfulness, knowledge, and value from tourists. Even though the visitors themselves can own this, the manager can grow it by providing information about green tourism on their website, social media, brochures, or information channels. This study offers new insight into how to boost the environmentally responsible behavior of tourists while visiting tourism destinations by utilizing the extended theory of planned behavior. It sheds light on green tourism from the side of the tourists by establishing the model of green tourists' behavior.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688088","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

THE VALUE OF CATUR PURUSA ARTHA AND ENTREPRENEURSHIP ORIENTATION AS A BASE FOR MAXIMIZING SMEs PERFORMANCE 中小企业绩效最大化的基础——卡特普鲁萨的价值和创业导向

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.10

Ni Made Satya Utami, I Ketut Setia Sapta, Ni Luh Gede Mahayu Dicriyani, I Made Purba Astakoni

{"title":"THE VALUE OF CATUR PURUSA ARTHA AND ENTREPRENEURSHIP ORIENTATION AS A BASE FOR MAXIMIZING SMEs PERFORMANCE","authors":"Ni Made Satya Utami, I Ketut Setia Sapta, Ni Luh Gede Mahayu Dicriyani, I Made Purba Astakoni","doi":"10.21776/ub.jam.2023.021.03.10","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.10","url":null,"abstract":"Developed countries understand the importance of small and Medium Enterprises (SMEs) in their contribution to economic growth. By using the concept of cultural values Catur Purusa Artha which is the four most important life goals for Balinese people who have Hindu beliefs, should be used as moral guidelines that will affect the business performance of small and Medium Enterprises and entrepreneurship Orientation behavior. This study was conducted to determine and analyze the effect of Entrepreneurship Orientation on the business performance of small and Medium Enterprises and how the role of Entrepreneurship Orientation in mediating the relationship of Catur Purusa Artha with the business performance of small and Medium Enterprises. The population of the study is the owner or managers of small and Medium Enterprises in Bali Province in 2022 amounted to 61,862 SMEs, and of these samples were conducted with the Slovin approach as many as 397 units of SMEs. The data analysis technique is done by the SEM-PLS method. The results found that applying the cultural values of Catur Purusa Artha can have a direct (positive) effect or can increase the business performance of small and Medium Enterprises and Entrepreneurship Orientation. So, doing Entrepreneurship Orientation will also be able to directly affect the performance of small and medium business performance. If doing Entrepreneurship Orientation can also mediate the relationship of Catur Purusa Artha with the business performance of small and Medium Enterprises.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688081","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR 顾客满意度在spa顾客品牌转换行为中对价格和服务质量的中介作用

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.19

Laila Zulhijja, Surachman Surachman, Sunaryo Sunaryo

{"title":"CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR","authors":"Laila Zulhijja, Surachman Surachman, Sunaryo Sunaryo","doi":"10.21776/ub.jam.2023.021.03.19","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.19","url":null,"abstract":"This research aimed to identify the effects of customer satisfaction role as mediation of price and service quality to the brand switching on customers of Balqis Spa in Kediri. The research design was explanatory research. The total sample was about 130 respondents through the non-probability sampling method. The method of data collection was a questionnaire. In contrast, the data analysis methods in this research were descriptive analysis and inferential analysis through Partial Least Square (PLS) by exerting the Smart PLS 3.0 version, which aimed to examine the effects simultaneously and the partial effects among variables. The research findings show that the price directly affects the service quality and could directly and significantly affect brand switching. Customer satisfaction could fully mediate the relationship between price and brand switching. Moreover, customer satisfaction could partially mediate between the quality and brand switching for customers of Balqis Spa in Kediri. The future researcher can consider other variables outside the object in this study to increase the accuracy of the model that will be formed.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688083","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE, E-SERVICE QUALITY TO CUSTOMER TRUST IN PURCHASING DIGITAL PRODUCT AT THE MARKETPLACE 客户满意度、客户体验、电子服务质量对客户在市场上购买数字产品信任的影响

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.02

Erwin Halim, Lucyana Claudia, Marylise Hebrard

{"title":"THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE, E-SERVICE QUALITY TO CUSTOMER TRUST IN PURCHASING DIGITAL PRODUCT AT THE MARKETPLACE","authors":"Erwin Halim, Lucyana Claudia, Marylise Hebrard","doi":"10.21776/ub.jam.2023.021.03.02","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.02","url":null,"abstract":"One of the emerging business model changes is the emergence of the e-commerce industry. E-commerce Company can develop if customers are satisfied and the service quality is also good. The subject of this research is about the impact of Customer Satisfaction, Customer Experience, and Electronic Service Quality on Customer Confidence in Buying Digital Products in Each Marketplace. Therefore, this study aims to analyze whether these variables have a significant effect on customer trust in buying digital products in each marketplace. The sampling technique used in this study was a purposive sampling technique which was selected based on respondents who were willing to fill out a questionnaire and met predetermined sample criteria. The hypothesis proposed in this study was tested using multiple linear regression tests. The results showed that Customer Satisfaction, Customer Experience, Electronic Service Quality have a significantly positive effect on Customer Confidence in Buying Digital Products in Each Marketplace. Marketplace must ensure that customer experience, electronic service quality, and customer satisfaction are met so as to strengthen customer confidence in buying digital products.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135687893","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

HOW BRAND TRUST MAKES PRICE AND SERVICE QUALITY SATISFY CUSTOMER INFORMATION TECHNOLOGY 品牌信任如何使价格和服务质量满足客户信息技术需求

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.08

Umbas Krisnanto, Fiksa Atlita Natanugraha

{"title":"HOW BRAND TRUST MAKES PRICE AND SERVICE QUALITY SATISFY CUSTOMER INFORMATION TECHNOLOGY","authors":"Umbas Krisnanto, Fiksa Atlita Natanugraha","doi":"10.21776/ub.jam.2023.021.03.08","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.08","url":null,"abstract":"Customer satisfaction is an important factor in the success of an institution or company. It causes the firm to strive to provide the best service to its customers to create customer satisfaction. Customer satisfaction can be determined by the customer's perception and experience of the performance of using a product or service that can meet his expectations. Customer satisfaction will be achieved after the customer uses a product or service. The customer's wants and needs can be fulfilled and exceed his expectations. Five main things influence customer satisfaction: product quality, service quality, price, emotional factors, and the ease of obtaining the product or service. This study aims to analyze the effect of service quality, product quality, and price on customer satisfaction with brand trust as a mediating variable in information technology companies. The data in this study were processed using the Smart-PLS version 3 application. This study used a saturated sample of 450 respondents who worked for information technology company partners. Respondents filled out questionnaires using Google Forms. The results partially showed that service quality, product quality, price, and brand trust had significant and positive effects on customer satisfaction, while for the mediating effect, this study found that brand trust was able to mediate the effect of product quality on customer satisfaction but had not been able to mediate the effect between service quality on satisfaction customers and price on customer satisfaction. This research implies that information technology consumers do not buy services or products based on brand trust but on the services or products offered. Further research is needed to strengthen or weaken this phenomenon.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688086","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

A MODEL OF HUMAN RESOURCES DEVELOPMENT TO IMPROVE THE PERFORMANCE OF EMPLOYEES 提高员工绩效的人力资源开发模式

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.17

Syafwandi Syafwandi, Syafiadi Rizki Abdila

{"title":"A MODEL OF HUMAN RESOURCES DEVELOPMENT TO IMPROVE THE PERFORMANCE OF EMPLOYEES","authors":"Syafwandi Syafwandi, Syafiadi Rizki Abdila","doi":"10.21776/ub.jam.2023.021.03.17","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.17","url":null,"abstract":"In recent years, the Indonesian government has established priority programs to improve the accessibility and quality of health services throughout the country, including in rural and remote areas. However, many regional hospitals, including in the Besuki Raya area, experience various challenges in improving the quality of health services, especially in terms of employee performance. This study aims to determine the relationship between work ability, organizational culture, organizational climate, and work ethic on employee performance through organizational commitment and work motivation as intervening variables at Besuki Raya Hospital, East Java. This relationship pattern is explained through a structural equation model with opportunities and work motivation as intervening and endogenous variables. The sampling technique in this study was proportional area sampling which included employees of Besuki Raya Hospital consisting of Jember, Banyuwangi, Bondowoso and Situbondo, with 250 respondents willing to fill out the questionnaire. The study results show that workability, organizational culture, organizational climate, and work ethic significantly positively affect employee performance, directly and indirectly, through organizational commitment and work motivation. Hospital management must focus on human resource development and determine appropriate strategies to improve employee performance, including training, recognition, rewards, and effective communication. The implication of this research is that hospitals and local governments can improve human resources to improve the quality of health services to the community.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688224","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

THE ROLE OF ORGANIZATIONAL CULTURE AND PROFESSIONALISM IN IMPROVING LECTURER PERFORMANCE WITH ORGANIZATIONAL CITIZENSHIP BEHAVIOR BASED ON SPIRITUAL (OCBBOS) AS INTERVENING VARIABLES 以基于精神的组织公民行为(ocbbos)为中介变量:组织文化和专业精神对讲师绩效提升的作用

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.16

Trias Setyowati, Wenny Murtalining Tyas, Nurul Qomariah

{"title":"THE ROLE OF ORGANIZATIONAL CULTURE AND PROFESSIONALISM IN IMPROVING LECTURER PERFORMANCE WITH ORGANIZATIONAL CITIZENSHIP BEHAVIOR BASED ON SPIRITUAL (OCBBOS) AS INTERVENING VARIABLES","authors":"Trias Setyowati, Wenny Murtalining Tyas, Nurul Qomariah","doi":"10.21776/ub.jam.2023.021.03.16","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.16","url":null,"abstract":"The role of lecturers is very important in improving the performance of tertiary institutions. The performance of tertiary institutions can be seen from the university accreditation scores in certain periods. This study aims to analyze and determine the direct and indirect effects of organizational culture (X1) and professionalism (X2) on performance through organizational citizenship behavior based on spirituality (Z) as an intervening variable at Muhammadiyah University in East Java. The population in this study were all lecturers teaching at Muhammadiyah University in East Java (UM Surabaya, UM Gresik, UM Ponorogo, UM Jember, UM Sidoarjo), totaling 1,242 people. This study determined a sample of 200 lecturers using the proportional simple random sampling method. Data analysis used descriptive statistical analysis and Structural Equation Modeling (SEM) -AMOS and the Sobel test. The results showed that organizational culture had no significant positive effect on lecturer performance. Lecturer professionalism has a significant positive impact on performance. Organizational culture has a significant positive effect on spiritual-based OCB. Lecturer professionalism has a positive effect on spiritual-based OCB. Spiritual-based OCB has a significant positive effect on performance. Organizational culture has a significant effect on performance through spiritual-based OCB. Lecturer professionalism has a significant effect through spiritual-based OCB on performance.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688362","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

THE DIGITAL MARKETING TO INFLUENCE CUSTOMER SATISFACTION MEDIATED BY PURCHASE DECISION 数字营销对顾客满意度的影响以购买决策为中介

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.03

Syamsul Bachri, Setiawan Mandala Putra, Erwan Sastrawan Farid, Darman Darman, Arung Gihna Mayapada

{"title":"THE DIGITAL MARKETING TO INFLUENCE CUSTOMER SATISFACTION MEDIATED BY PURCHASE DECISION","authors":"Syamsul Bachri, Setiawan Mandala Putra, Erwan Sastrawan Farid, Darman Darman, Arung Gihna Mayapada","doi":"10.21776/ub.jam.2023.021.03.03","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.03","url":null,"abstract":"Consumer satisfaction and purchasing decisions made by consumers have always been a concern of marketers, taking into account these two aspects can encourage businesses to develop. Digital marketing is one of the factors that can shape consumer satisfaction and purchase decisions. For this reason, this study aims to prove whether there is an influence between digital marketing on purchasing decisions and consumer satisfaction, the influence of purchasing decisions on consumer satisfaction, and to prove whether purchasing decisions can mediate the relationship between digital marketing and customer satisfaction. This study, using Structural Equation Modeling (SEM) Partial Least Squares (PLS) analysis to test the hypothesis. This study also using a non-probability sampling method through a judgmental sampling technique. The minimum number of samples in using SEM is 100-200 samples, and this study uses a sample of 100 respondents. The results of the study show that digital marketing influences purchasing decisions and also influences consumer satisfaction. Other findings show that purchasing decisions have a positive effect on consumer satisfaction. The research findings also show that purchasing decisions can positively mediate the relationship between digital marketing and consumer satisfaction. The findings of this study have practical implications especially transformations in digital-based marketing strategies. The use of various digital marketing strategies such as email marketing, search engine optimization, search engine marketing, content marketing, social media marketing, etc., can help companies or marketers to increase consumer decisions in making purchases which at the last can build their satisfaction.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135687999","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

EXPLORING THE DYNAMIC INFLUENCE OF PERCEIVED BRAND GLOBALNESS AND LOCALNESS: A CASE STUDY ON HIGH-INVOLVEMENT GOODS 品牌全球化与本土化感知的动态影响:以高介入商品为例

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.14

Abimanyu Tuwuh Sembhodo, Sumiyarto Sumiyarto, Dwi Widiastri, Rushli Fauzan

{"title":"EXPLORING THE DYNAMIC INFLUENCE OF PERCEIVED BRAND GLOBALNESS AND LOCALNESS: A CASE STUDY ON HIGH-INVOLVEMENT GOODS","authors":"Abimanyu Tuwuh Sembhodo, Sumiyarto Sumiyarto, Dwi Widiastri, Rushli Fauzan","doi":"10.21776/ub.jam.2023.021.03.14","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.14","url":null,"abstract":"This study ventures into unexplored research territory, effectively bridging a considerable knowledge gap surrounding the application of perceived brand globalness and perceived brand localness as branding strategies, particularly concerning high involvement goods in the Indonesian market. Employing a quantitative descriptive research approach, this study utilizes Partial Least Squares-Structural Equation Modeling (PLS-SEM) analysis to unravel its insights. The analysis outcomes divulge that both perceived brand globalness and perceived brand localness wield substantial direct influence on marketing success, as gauged by variables encompassing brand loyalty, positive word of mouth, and willingness to pay a premium price. Remarkably, this influence is more pronounced for brands perceived on a global scale. Intriguingly, the study uncovers brand trust as a pivotal mediator in this connection, exerting a more potent influence compared to the direct relationship. This mediating role proves particularly accentuated for brands perceived as local.The discoveries of this study bear pragmatic implications for local brands, illuminating the efficacy of leveraging perceived brand globalness and perceived brand localness as potent branding strategies, alongside their corresponding influencing factors.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135687997","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

THE INTERVENING ROLE OF E-SATISFACTION IN RELATIONSHIPS BETWEEN E-SERVICE QUALITY AND E-LOYALTY: CASE OF BNI MOBILE BANKING IN INDONESIA 电子满意度在电子服务质量与电子忠诚关系中的中介作用:以印尼bni手机银行为例

Jurnal Aplikasi Manajemen Pub Date : 2023-09-01 DOI: 10.21776/ub.jam.2023.021.03.09

Tasya Yesica Utomo, Agus Maolana Hidayat

{"title":"THE INTERVENING ROLE OF E-SATISFACTION IN RELATIONSHIPS BETWEEN E-SERVICE QUALITY AND E-LOYALTY: CASE OF BNI MOBILE BANKING IN INDONESIA","authors":"Tasya Yesica Utomo, Agus Maolana Hidayat","doi":"10.21776/ub.jam.2023.021.03.09","DOIUrl":"https://doi.org/10.21776/ub.jam.2023.021.03.09","url":null,"abstract":"Banking as a financial intermediary institution can play a role in encouraging domestic economic growth which can help develop the economy in various regions. Almost all aspects of life today require various kinds of technological assistance which enables the mobility of capital or investment to be easier, faster and more useful for everyday life due to the rapid development of technology and information. The purpose of this study is to determine the response and influence of E-Service Quality on E-loyalty through E-Satisfaction of BNI Mobile Banking user, either directly or indirectly. The research method used is descriptive and quantitative involving 225 respondents using BNI Mobile Banking in Indonesia. The sampling technique used is non-probability sampling with the type of convenience. Data processing and analysis techniques use PLS-SEM through SmartPLS 3.0 software. Quality of electronic services (in terms of effectiveness, compliance, system availability, privacy, contact, and responsiveness) has a direct impact on e-loyalty and e-satisfaction. E-satisfaction has been shown to aid in the creation of client loyalty as a connection between service quality and consumer satisfaction.","PeriodicalId":32350,"journal":{"name":"Jurnal Aplikasi Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135688229","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0