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All Journal Jurnal Ilmiah Teunuleh: The International Journal of Social Sciences PROCEEDING INTERNATIONAL BUSINESS AND ECONOMICS CONFERENCE (IBEC) Jurnal Pengabdian Bakti Akademisi Jurnal Ilmiah Manajemen Inovasi Bisnis dan Strategi
Utami, Sorayanti
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : Jurnal Ilmiah Manajemen Inovasi Bisnis dan Strategi

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Loyalitas Pengguna Kartu Xl yang dimediasi oleh Kepuasan Pelanggan dengan Prediktor Customer Relationship Management dan Customer Bonding di Kota Banda Aceh Amira, Faiza; Utami, Sorayanti
Manajemen Inovasi Bisnis dan Strategi Vol 3, No 1 (2025): Juni
Publisher : Syiah Kuala University Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/manis.v3i1.45804

Abstract

Using customer satisfaction as an intervening variable, this study examines how customer loyalty is affected by customer relationship management (CRM) and customer bonding among Banda Aceh's XL card users. Purposive sampling was used to select 190 participants in total, and structured questionnaires were used to collect the data. The Statistical Product and Service Solutions (SPSS) software was used in the study to assess the correlations between the variables. The results show that customer happiness and loyalty are directly and favorably impacted by both CRM and customer bonding. Additionally, a major factor in increasing client loyalty is customer satisfaction. These findings also demonstrate that, when mediated by customer happiness, CRM and customer bonding have a significant but indirect impact on customerloyalty.
Pengaruh Brand Experience Terhadap Brand Commitment Dengan Mediasi Brand Passion Pada Pengguna Sepatu Tawakkada, Ghurfata; Utami, Sorayanti
Manajemen Inovasi Bisnis dan Strategi Vol 1, No 1 (2023): Juni
Publisher : Syiah Kuala University Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/manis.v1i1.32770

Abstract

Penelitian ini bertujuan untuk pengaruh brand experience terhadap brand commitment yang dimediasi oleh brand passion pada pengguna sepatu merek nike di kota banda aceh. Sampel yang digunakan dalam penelitian ini adalah Pengguna Sepatu Merek Nike Di Kota Banda Aceh yang berjumlah 140 responden. Peralatan pengumpulan data yang digunakan pada penelitian ini adalah kuesioner. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Hierarchical Linear Modelling (HLM) digunakan sebagai metode analisis untuk mengetahui pengaruh dari semua variabel-variabel yang terlibat. Berdasarkan hasil analisis HLM, mengindikasikan bahwa brand experience berpengaruh positif terhadap brand commitment, brand experience berpengaruh positif terhadap brand passion, perceived quality berpengaruh positif terhadap brand commitment, dan perceived quality memediasi brand experience terhadap brand commitment.
Co-Authors Akbar, M Fathan Amira, Faiza Anis, Nasrillah Halim, Hendra Kusuma, T. Meldi Ma’ruf, Jasman J. Meldi Kesuma, Teuku Nazirah, Ulyatul Rahmawati, Syarifah Rustam Effendi Sabrina, Nadira Siregar, M. Ridha Syach, Saidina Attalarik Tabrani, Mirza Tawakkada, Ghurfata