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All Journal Postgraduate Management Journal
Shandrya Victor Kamanda
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Economics, Econometrics & Finance

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THE EFFECT OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION (STUDY AT CFC BATU AJI BATAM) Shandrya Victor Kamanda Shandrya Victor Kamanda
Postgraduate Management Journal Vol 2 No 2 (2023): Postgraduate Management Journal
Publisher : LPPM Universitas Ibnu Sina

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Abstract

The purpose of this study was to determine how much influence of service quality (X1), product quality (X2) on customer satisfaction (Y) at CFC Batuaji Batam. The model in this study is quantitative method, associative with the population in this study are customers who CFC Batuaji Batam. The sampling method using rondom sampling obtained as many as 48 respondents who visited at the time the research was conducted. The research questionnaire instrument uses primary and secondary data. Using SPSS. The analysis method in data processing is validity and reliability test, simple linear regression test, coefficient of determination, hypothesis test (t-test), and Pearson product moment correlation test. The results showed that Service Quality (X1), Product Quality (X2), also had a significant effect on Customer Satisfaction (Y). Therefore, it is important to maintain these variables on quality standards because they have a significant impact on customer satisfaction.
THE INFLUENCE OF BRAND IMAGE ON THE RELATIONSHIP BETWEEN PROMOTION AND LOYALTY TO SHOPEEFOOD CUSTOMERS IN BATUAJI BATAM Shandrya Victor Kamanda Shandrya Victor Kamanda
Postgraduate Management Journal Vol 3 No 1 (2023): Postgraduate Management Journal
Publisher : LPPM Universitas Ibnu Sina

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Most business people expect loyalty from their customers, and ShopeeFood is no exception. This study aims to determine how promotion affects loyalty with brand image as a moderating variable. This study uses a quantitative approach with primary data obtained from respondents' responses through questionnaires and secondary data as reference material sourced from journals, articles, and books. The sample size was 98 respondents who were ShopeeFood customers in Batuaji Batam. Samples were taken based on purposive sampling method. Data analysis using SPSS tools. To test the hypothesis using multiple linear regression analysis and moderation variable interaction test analysis. The results showed that promotion has a positive and significant effect on loyalty, and brand image plays a role in strengthening the drive for loyalty. These results provide managerial implications for ShopeeFood to improve new strategies in promoting its products and strengthening its brand image so as to drive customer loyalty. Thus, ShopeeFood is expected to be able to plan the right strategy, attract and provide good service in order to create a positive brand image in the minds of consumers so that consumers have the potential to become loyal customers.
ANALYSIS OF CONSUMER DECISIONS IN PURCHASING SMARTPHONES BASED ON PRODUCT QUALITY, PROMOTION AND PRODUCT DESIGN Shandrya Victor Kamanda Shandrya Victor Kamanda
Postgraduate Management Journal Vol 3 No 2 (2024): Postgraduate Management Journal
Publisher : LPPM Universitas Ibnu Sina

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Abstract

The need for technology today leads consumers to access the internet in almost every activity. This makes consumers must have a smartphone as a support in accessing the internet. With the many alternative smartphone brands offered, it can support consumer decision making through considerations taken based on the offerings of each brand. This study aims to analyse promotion, product design and product quality on smartphone purchasing decisions at SP Plaza and its surroundings. This study concludes that quality affects consumer decisions in buying smartphones, while product design and promotion do not affect consumer decisions in buying smartphones. Similar designs are owned by various smartphone brands and both carry out promotions, so consumers will certainly focus on the quality of the smartphone.
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