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All Journal Inovbiz : Jurnal Inovasi Bisnis
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Politeknik Negeri Bengkalis

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The Influence Of Satisfaction And Trust On Customer Loyalty In Using The Dana E-Wallet Application(Case Study on E-Wallet Application Service Users DANA Bengkalis District) Fitria Dwiwulandari; Bustami
Inovbiz: Jurnal Inovasi Bisnis Vol 13 No 1 (2025)
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/inovbiz.v13.i1.742

Abstract

This study aims to examine the influence of satisfaction (X1) and trust (X2) on customer loyalty (Y) in using the Dana e-wallet application in Bengkalis District. A quantitative approach was employed, collecting data through questionnaires distributed to 100 respondents. Data analysis involved descriptive statistics, validity and reliability tests, classical assumption analysis, multiple linear regression, t-tests, F-tests, and the coefficient of determination (R²). The results showed that both satisfaction (X1) and trust (X2) have a positive and significant impact on customer loyalty (Y). This is evidenced by the calculated t-value being greater than the t-table value and the calculated f-value exceeding the f-table value. The coefficient of determination (R²) of 0.796 indicates that 79.6% of the variation in customer loyalty can be explained by customer satisfaction and trust. This study concludes that satisfaction and trust are crucial factors influencing customer loyalty in using the Dana e-wallet application in Bengkalis District. Therefore, Dana should prioritize enhancing customer satisfaction and trust to foster increased customer loyalty.
The Influence of Product Quality on Customer Satisfaction at Arabella Bakery Bangkinang M. Alkadri Perdana; Rahmad Akbar; Bustami; Andri Nofiar.Am
Inovbiz: Jurnal Inovasi Bisnis Vol 13 No 2 (2025)
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/inovbiz.v13.i2.1485

Abstract

The bakery business sector faces increasingly intense competition, requiring business actors to consistently maintain and improve product quality in order to enhance customer satisfaction. This study aims to analyze the effect of product quality on customer satisfaction at Arabella Bakery Bangkinang. The research employs a quantitative approach using a survey method. Primary data were collected through questionnaires distributed to customers of Arabella Bakery Bangkinang, selected using a purposive sampling technique. The collected data were analyzed using validity and reliability tests, simple linear regression analysis, coefficient of determination, and hypothesis testing. The results indicate that product quality has a positive and significant effect on customer satisfaction at Arabella Bakery Bangkinang. These findings suggest that improving product quality contributes directly to higher levels of customer satisfaction. This study is expected to provide practical insights for the management of Arabella Bakery Bangkinang in formulating strategies to enhance product quality and maintain customer satisfaction.
The Impact of Mobile Starbucks Expansion and Consum-er Perceived Value on Consumer Preferences for Local Cafes in Bangkinang City Through Local Cafe Image as an Intervening Variable Rahmad Akbar; Dzulhijjah Yetti; Harmi Yelmi; Hayatul Khairul Rahmat; Nurkholis; Andri Nofiar. Am; M. Alkadri Perdana; Bustami; Larbiel Hadi
Inovbiz: Jurnal Inovasi Bisnis Vol 14 No 1 (2026): Edition June 2026
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/inovbiz.v14.i1.1552

Abstract

The expansion of global coffee brands into regional markets, including the presence of Mobile Starbucks (Starling) in Bangkinang City, has intensified competition with local cafes. This study examines the effects of Mobile Starbucks expansion and perceived consumer value on local cafe preference, with local cafe image serving as a mediating variable. A quantitative survey approach was employed. Data were collected from 96 consumers of local cafes in Bangkinang City using structured questionnaires. Multiple linear regression and mediation analysis were conducted using SPSS. The results indicate that Mobile Starbucks expansion has a negative and significant effect on local cafe image, while perceived consumer value has a positive and significant effect on local cafe image. Furthermore, Mobile Starbucks expansion, perceived consumer value, and local cafe image significantly influence local cafe preference. Mediation analysis reveals that local cafe image partially mediates the relationship between Mobile Starbucks expansion, perceived consumer value, and local cafe preference. These findings highlight the strategic role of local cafe image in sustaining consumer preference amid global brand expansion. Strengthening brand image and enhancing perceived value are essential strategies for maintaining the competitiveness of local cafes
Co-Authors Andri Nofiar. Am Andri Nofiar.Am Dzulhijjah Yetti Fitria Dwiwulandari Harmi Yelmi Hayatul Khairul Rahmat Larbiel Hadi Mohammad Alkadri Perdana Nurkholis Nurkholis Rahmad Akbar