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Beby Karina Fawzeea Sembiring
University of North Sumatera
Economics, Econometrics & Finance

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The Influence of Electronic Service Quality and Service Convenience on User Loyalty Through User Satisfaction in The CITA Sampoerna Application in Tanjung Morawa District Rospita Simamora; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.198

Abstract

The development of digital technology has driven changes in business activities, particularly through the use of e-commerce–based applications that increasingly facilitate business actors in carrying out their operations. However, in the CITA Sampoerna application, there are still challenges in creating sustainable user satisfaction, which may ultimately affect user loyalty. This condition indicates that the service experience perceived by users, both in terms of system quality and ease of service access, is an important aspect that needs to be considered in order to maintain the continued use of the application amid the abundance of similar service alternatives. This study aims to examine and analyze the effect of electronic service quality and service convenience on user loyalty through user satisfaction in the CITA Sampoerna application in Tanjung Morawa District. This research employs a quantitative approach with an associative research type. The population of this study consists of 250 users (partners) of the CITA Sampoerna application in Tanjung Morawa District, with a sample of 146 respondents determined based on the Isaac & Michael table. The sampling technique used is probability sampling with a simple random sampling method. The data used include primary and secondary data obtained through questionnaires and documentation studies. The data analysis technique used is Structural Equation Modeling-Partial Least Squares (SEM-PLS) to examine the structural relationships among variables. The results show that electronic service quality and service convenience have a direct positive and significant effect on user loyalty and user satisfaction among users of the CITA Sampoerna application. Furthermore, indirect testing results also indicate that electronic service quality and service convenience have a positive and significant effect on user loyalty through user satisfaction among users of the CITA Sampoerna application in Tanjung Morawa District.
The Effect of Country of Origin Image and Corporate Social Responsibility on Customer Loyalty Toward Shiseido Products, with Brand Image as a Mediating Variable in Medan City Debora Tifani Turnip; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.200

Abstract

This study aims to analyze the influence of country-of-origin image and corporate social responsibility on consumer loyalty toward Shiseido products in Medan. Additionally, this study examines the role of brand image as a mediating variable in the relationship between country-of-origin image and corporate social responsibility on loyalty. The research sample was selected from Shiseido product users in Medan, resulting in a sample of 140 respondents. The analysis method used in this study is Partial Least Squares-based Structural Equation Modeling (PLS-SEM) using SmartPLS 4 software. The results indicate that country of origin image has a direct, positive, and significant effect on brand image, and corporate social responsibility has a direct, positive, and significant effect on brand image. However, country of origin image has a direct negative but insignificant effect on loyalty, while corporate social responsibility has a positive but insignificant effect on loyalty. Furthermore, brand image has a positive and significant effect on consumer loyalty. Furthermore, the country-of-origin image has a positive and significant indirect effect on loyalty through brand image, and corporate social responsibility has a positive and significant effect on loyalty through brand image. These findings suggest that consumer loyalty toward Shiseido products in Medan can be more effectively built by strengthening the brand image. Therefore, the company needs to strengthen its brand image by highlighting the advantages of its Japanese origin, premium product quality, technological innovation, and a relevant and transparent commitment to corporate social responsibility. An integrated approach between country of origin image, corporate social responsibility, and brand image can help Shiseido increase consumer loyalty and strengthen its competitiveness in the beauty industry.
The Influence of Product Quality, Price, and Service Quality on Customer Satisfaction and Repurchase Intention at Jagar Coffee and Eatery Medan David Pranata Pakpahan; Arlina Nurbaity Lubis; Beby Karina Fawzeea Sembiring
Journal of Business Management Vol. 4 No. 1 (2026): August (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v4i1.201

Abstract

This study aims to determine and analyze the influence of product quality, price, and service quality on customer satisfaction and repurchase intention at Jagar Coffee and Eatery. This research is an associative study utilizing quantitative data. The population in this study consists of all customers of Jagar Coffee and Eatery, the exact number of whom is unknown. The sample size for this research is 151 respondents. The sampling technique employed is purposive sampling, with the criteria that respondents must have previously made a purchase at Jagar Coffee and Eatery and are at least 17 years old. Data analysis was conducted using Structural Equation Modeling-Partial Least Square (SEM-PLS). The results of this study indicate that product quality and service quality have a direct, positive, and significant effect on customer satisfaction, whereas price does not have a significant effect on customer satisfaction. Product quality, price, and service quality do not have a direct, significant effect on customer repurchase intention. Customer satisfaction has a positive and significant effect on customer repurchase intention. Indirectly, product quality and service quality have a positive and significant effect on repurchase intention through customer satisfaction. Meanwhile, price does not have a significant effect on repurchase intention through customer satisfaction.
Co-Authors Arlina Nurbaity Lubis David Pranata Pakpahan Debora Tifani Turnip Endang Sulistya Rini Rospita Simamora