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All Journal Jurnal Reviu Akuntansi dan Keuangan EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Journal of Economic, Bussines and Accounting (COSTING) JURNAL MUTIARA AKUNTANSI JURNAL MUTIARA MANAJEMEN Community Engagement and Emergence Journal (CEEJ) Pelita Masyarakat SOSEK: Jurnal Sosial dan Ekonomi Metta : Jurnal Ilmu Multidisiplin Journal of International Conference Proceedings Journal of Economics, Entrepreneurship, Management Business and Accounting Jurnal Pengabdian dan Pemberdayaan Masyarakat Indonesia Jurnal ABDIMAS MUTIARA Vifada Management and Social Sciences Journal of International Islamic Law, Human Right and Public Policy JURNAL TEKNOLOGI, KESEHATAN DAN ILMU SOSIAL Jurnal Ekonomi dan Industri
Purba, Roberto Roy
Universitas Sari Mutiara Indonesia
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Marketing Management and Consumer Behavior Perspective on Customer Satisfaction: The Role of Service Quality and Brand Image in Modern Retail Mery Lani Purba; Yuni Lestina Hutagalung; Elisabet Tambunan; Roberto Roy Purba
Vifada Management and Social Sciences Vol. 3 No. 2 (2025): July - December
Publisher : Yayasan Vifada Cendikia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70184/t7fv0w69

Abstract

This study examines the determinants of customer satisfaction in modern retail by analyzing the roles of service quality and brand image within a competitive Indonesian context. The research aims to evaluate the partial and simultaneous effects of these variables on customer satisfaction while highlighting their complementary contributions. A quantitative explanatory approach was employed using a cross-sectional survey of 100 customers at a modern retail outlet in Medan. Data were collected through structured questionnaires and analyzed using multiple linear regression with visit frequency as a control variable. The findings reveal that service quality and brand image both have positive and statistically significant effects on customer satisfaction, with brand image demonstrating a relatively stronger influence. Simultaneously, both variables explain a substantial proportion of variance, indicating that customer satisfaction is shaped by the integration of functional service performance and symbolic brand perceptions. This study implies that retail firms must adopt integrated strategies that enhance service delivery while strengthening brand credibility and emotional engagement. The novelty lies in combining service quality and brand image within a single empirical model at the retail outlet level while incorporating behavioral control variables, offering a more holistic and context-specific understanding of customer satisfaction in modern retail environments today.
ANALISIS HUKUM BISNIS PRODUK GLAD2GLOW TERHADAP LOYALITAS KONSUMEN SHOPEE DI KELURAHAN DWIKORA Roberto Roy Purba; Heri Enjang Syahputra; Rolando Marpaung; Irwadi Irwadi; Dameria Cyndi Manihoni; Intan Juita Laia; Putri Indah Ceria; Videla Evan Elsia Gulo; Steven Steven
JURNAL MUTIARA MANAJEMEN Vol 10 No 2 (2025): Jurnal Mutiara Manajemen
Publisher : UNIVERSITAS SARI MUTIARA INDONESIA

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Abstract

Penelitian ini dilaksanakan untuk menganalisis sejauh mana variabel promosi dan citra merek memengaruhi tingkat loyalitas konsumen terhadap produk Glad2glow melalui platform Shopee di Kelurahan Dwikora. Pengujian dilakukan baik secara parsial maupun simultan guna memperoleh gambaran yang komprehensif mengenai kontribusi masing-masing variabel. Pendekatan penelitian menggunakan metode kuantitatif dengan instrumen kuesioner yang disebarkan langsung pada konsumen Glad2glow. Penentuan sampel menggunakan teknik purposive sampling dan menghasilkan 100 responden yang memenuhi kriteria sebagai pengguna produk melalui Shopee di Kelurahan Dwikora. Data yang terkumpul kemudian dianalisis melalui serangkaian prosedur statistik, meli puti uji validitas dan reliabilityas, pengujian asumsi klasik, analisis regresi linier berganda, serta uji hiipotesis. Hasil pennelitian menunjukkan bahwa promosi (X1) dan citra merek (X2) memberikan pengaruh signifikan terhadap loyalitas konsumen (Y). Temuan tersebut dibuktikan melalui nilai F-hitung sebesar 113,867 yang lebih tinggi daripada F-tabel 3,09, serta nilai signifikansi sebesar 0,00 yang berada di bawah batas signifikansi 0,05.
Co-Authors Afrika Afrika Alfarozy Sipayung Anastasia Manalu Anastasia Saragih Apriska Dewi Sipayung Butar, Dornauli Butar Ceria, Putri Indah Daeli, Yakasi D Dameria Cyndi Manihoni Dedi Iskandar Batubara Duha, Theresia Elisabet Tambunan Elisabet Tambunan Elisabet Tambunan Elisabeth Tambunan Eva Margareth Sarah Eva Margareth Sarah Eva Margareth Sarah Fajar Pasaribu Gulo, Videla Evan Elsia Haji Alfian Hanna Khan Harianja, Ester Saripati Heri Enjang Syahputra Heri Enjang Syahputra Idahwati Idahwati, Idahwati Iman Sejati Zendrato Intan Juita Laia Irwadi Irwadi Irwadi, Irwadi Karmel Simatupang Kristina Sitanggang Laia, Intan Juita Luaha, Lius Manalu, Anastasia Manihoni, Dameria Cyndi Marpaung, Rolando Marupa Siregar Miranda Putri Dove Br Sitepu Muhammad Rahmat Nainggolan, Eva Margareth Niscaya Hia Owen De Pinto Simanjuntak Owen De Pinto Simanjutak Owen The Pinto Simanjuntak Parlindungan Purba Paulina Paulina Paulina Paulina Purba, Idahwati Purba, Mery Lani Putri Indah Ceria Renika Hasibuan Renika Hasibuan Rianto Sitanggang Rilma Tarigan Rolando Mapaung Rolando Marpaung Rolando Marpaung Saragih, Maria Theresya Sarah, Eva Margareth Sarumah, Irama Satria Tirtayasa Siagian, Ernita Siagian, Hendra Sakti Putra Simanjuntak, Owen The Pinto Sinaga, Fernando H Siregar, Marupa Steven Steven Steven Steven Tambunan, Formaida Veni Anggraini Videla Evan Elsia Gulo Wati, Feni Wenti Trisna Yanti Zega Wilsa Road Betterment Sitepu Yufinta Rodearni Sitindaon Yuni Lestina Hutagalung