{"id":5510,"date":"2026-09-24T16:29:30","date_gmt":"2026-09-24T09:29:30","guid":{"rendered":"https:\/\/bbs.binus.ac.id\/drm\/?p=5510"},"modified":"2026-09-29T14:18:07","modified_gmt":"2026-09-29T07:18:07","slug":"5510","status":"publish","type":"post","link":"https:\/\/bbs.binus.ac.id\/drm\/2026\/09\/5510\/","title":{"rendered":"Dissertation of Stephen Gregorius Kurnia"},"content":{"rendered":"

Introduction<\/p><\/blockquote>\n

On Thursday, 3 September 2026, The Dissertation Defense for the Doctor of Research in Management (DRM) program of Stephen Gregorius Kurnia [2240003781], entitled Antecedents and Its Impact of Customer Trust and E-Commerce Customer Satisfaction to Create Customer Loyalty,” was conducted at Room B0301, BINUS @Alamsutera Campus<\/p>\n

The dissertation defense was chaired by Prof. Dr. Ir. Harjanto Prabowo, M.M., who served as the chair of the examination committee and an examiner. The session was also attended by the supervisory committee and the board of examiners, who provided academic evaluation and feedback on the dissertation presented. The supervisory committee consisted of Prof. Dr. Mts. Arief, M.M., MBA., CPM. as the Promoter (Supervisor), accompanied by Dr. Asnan Furinto, ST., MM., M.B.A. as Co-Promoter I, and Dr. Viany Utami Tjhin, S.Kom., M.M., CDMS as Co-Promoter II. Meanwhile, the board of examiners comprised Dr. Sri. Bramantoro Abdinagoro as Examiner I and Prof. Dr. Elidjen, S.Kom., MInfoCommTech., CIP., CKM. as Examiner II and Dr. Rano Kartono Rahim, B.I.T., M.Buss (MIS)., CERA as Examiner III<\/p>\n

During the defense, the supervisors and examiners raised various questions, provided constructive feedback, and conducted a comprehensive academic evaluation to assess the depth of the research and the scholarly contribution of the dissertation.<\/p>\n

\"\"<\/p>\n

Dissertation Summary<\/p><\/blockquote>\n

The findings show that Perceived Application Quality has a positive and significant effect on Customer Satisfaction. This indicates that application quality, reflected in ease of use, user interface, access speed, and information quality, is an important factor in shaping customer satisfaction. In addition, Service Experience has a positive and significant effect on Customer Trust, demonstrating that a positive service experience can strengthen customers\u2019 confidence in the reliability and professionalism of an e-commerce platform.<\/p>\n

Furthermore, Customer Trust has a significant effect on Customer Satisfaction, while both Customer Satisfaction and Customer Trust have positive and significant effects on Customer Loyalty. These findings indicate that customer loyalty in the e-commerce context is developed through satisfactory experiences and a strong level of trust in the platform. Customers who have positive experiences and trust the platform are more likely to make repeat purchases, continue using the platform, and recommend it to others.<\/p>\n

The study also finds that cohort or generational characteristics do not have a direct effect on the relationships among the variables but serve as a moderating variable in specific relationships. Cohort does not significantly moderate the relationship between Perceived Application Quality and Customer Satisfaction, indicating that the effect of application quality on customer satisfaction is relatively consistent across Generations X, Y, and Z. In contrast, cohort significantly moderates the relationship between Service Experience and Customer Trust. This finding indicates that generational characteristics are associated with differences in the strength of the relationship between service experience and customer trust.<\/p>\n

Overall, the study demonstrates that Customer Loyalty in the e-commerce industry is developed through the interconnected roles of application quality, service experience, Customer Trust, and Customer Satisfaction, while generational characteristics influence specific relationships, particularly in the process of building customer trust. The findings contribute to the development of research on digital consumer behavior and provide practical implications for e-commerce companies to improve application quality and service experience, strengthen customer trust, and consider generational characteristics when developing marketing and service strategies aimed at enhancing customer loyalty.<\/p>\n

\n

Author Biography<\/p>\n<\/blockquote>\n

Stephen Gregorius Kurnia, S.T., M.M., M.Comm., was born in Jakarta on January 9, 1971. He is the eldest of two siblings. He is married to Lily, and they have two children, Angelique Nicole Kurnia and Severus Jayden Kurnia. The support of his family, friends, and colleagues has been an important source of motivation throughout his journey in completing his doctoral studies in the Doctor of Research in Management program at BINUS University.<\/p>\n

He completed his Bachelor\u2019s degree in Civil Engineering, specializing in Construction Management, at Universitas Tarumanagara in 1995. His interest in information systems subsequently encouraged him to pursue further education at the master\u2019s level. In 2001, he earned a Master of Management degree with a concentration in Information Systems from Universitas Bina Nusantara. The following year, in 2002, he obtained a Master of Commerce (Information Systems) degree from Curtin University, Australia.<\/p>\n

His professional career began in the construction industry. From 1995 to 1996, he worked as a Site Engineer at LIBS Dimensi Kreasindo. From 1996 to 2000, he joined PT VSL Indonesia, where he was involved in project estimation, project planning, and information technology. These professional experiences in construction, management, and information technology provided a strong foundation for the development of his expertise and subsequent academic career.<\/p>\n

After completing his Master of Management degree, he began developing his career in higher education. In 2001, he joined Universitas Bina Nusantara as a lecturer, followed by academic appointments at Universitas Pelita Harapan in 2002, Trisakti School of Management in 2003, and STMIK SUPRA in 2005. His experience in teaching and higher education management further strengthened his expertise in academia, educational management, and institutional development.<\/p>\n

In 2010, he was entrusted with responsibilities at the BINUS Institutional Development Center, where he contributed to the development of academic programs, campuses, and educational institutions within the BINUS environment. Subsequently, in 2024, he was also involved in the management and development of Universitas SATU as an institution under BINUS Higher Education. These roles reflect his continued commitment to higher education development and institutional advancement.<\/p>\n

To further strengthen his academic expertise in management, he began pursuing his doctoral studies in the Doctor of Research in Management program at BINUS University in 2019. His educational and professional journey reflects a combination of expertise and experience in civil engineering and construction, information systems, management, higher education, and institutional development, which have become integral components of his academic and professional career.<\/p>\n

\n

Publication<\/p>\n<\/blockquote>\n

During his doctoral studies in the DRM programme, he has successfully published two internationally recognised scholarly articles, namely:<\/p>\n

Paper title: The Influence Of E-Customer Trust Antecedents On E-Customer Loyalty In Indonesia
\nJournal Name: Psychology and Education Journal
\nLink: https:\/\/psychologyandeducation.net\/pae\/index.php\/pae\/article\/view\/270<\/a><\/p>\n

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Introduction On Thursday, 3 September 2026, The Dissertation Defense for the Doctor of Research in Management (DRM) program of Stephen Gregorius Kurnia [2240003781], entitled Antecedents and Its Impact of Customer Trust and E-Commerce Customer Satisfaction to Create Customer Loyalty,” was conducted at Room B0301, BINUS @Alamsutera Campus The dissertation defense was chaired by Prof. Dr. […]<\/p>\n","protected":false},"author":45,"featured_media":5512,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-5510","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"_links":{"self":[{"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/posts\/5510","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/users\/45"}],"replies":[{"embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/comments?post=5510"}],"version-history":[{"count":2,"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/posts\/5510\/revisions"}],"predecessor-version":[{"id":5519,"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/posts\/5510\/revisions\/5519"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/media\/5512"}],"wp:attachment":[{"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/media?parent=5510"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/categories?post=5510"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/drm\/wp-json\/wp\/v2\/tags?post=5510"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}