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Simanjuntak, Agus Nakkok
Universitas HKBP Nommensen
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Engineering Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Jurnal Ilmiah Manajemen Kesatuan

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Factors Influencing Customer Satisfaction in Woven Fabric Business Mediated by Trust Intention and Emotions Simanjuntak, Agus Nakkok; Mei Liana, Tri Melda; Hasugian, Christnova; Simanjuntak , Jenny Mirony; Sitanggang , Grace
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 3 (2025): JIMKES Edisi Mei 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i3.3257

Abstract

This study aims to analyze the effect of total quality management and digital marketing on customer satisfaction with trust intention and emotional response as mediating variables in small woven fabric businesses in an area. This quantitative study used 150 respondents and was processed with SmartPLS 4.0. The results show that digital marketing has a significant effect on customer satisfaction (p = 0.000) and emotional response (p = 0.001), but not significant on trust intention (p = 0.085). Emotional response and total quality management have a significant effect on customer satisfaction (p = 0.000). Quality management also has a significant effect on emotional response (p = 0.045) and trust intention (p = 0.000). Trust intention has a significant effect on emotional response (p = 0.000). In terms of mediation, digital marketing has a significant effect on customer satisfaction through emotional response (p = 0.006), while total quality management has a significant effect through trust intention and emotional response (p = 0.01). These results are expected to be a reference in improving service quality and policy making.
Co-Authors ANITA TRESIA SAMOSIR Desi N Hutahaean Erika Tambunan Girsang, Meyga Kristina Hasugian, Christnova Hutagaol, Susanna Mei Sifra Hutahean, Sarah Lidyana J. M. Sianipar, Gloria Juara Simanjuntak Lasma Lenida Rosinta Sianipar Leonardo Davidsi Sipayung Nancy Nopeline Orlando Steven Pasaribu, Romindo M. Sianipar, Gloria J.M Sibarani, Vanessa Clara Sihotang, Jusmer Simanjuntak , Jenny Mirony Sitanggang , Grace Sitanggang, Orlando Sitanggang, Simson Satria Sitorus, Sunday Ade Sri Ida Royani Simanjuntak Turnip, Puja Miranda