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All Journal Madani: Jurnal Pengabdian Masyarakat dan Kewirausahaan Asian Journal of Social and Humanities
Hernando, Hernando
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Decision Sciences, Operations Research & Management Earth & Planetary Sciences Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Other

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The Effect of Customer Value, Trust, and Customer Satisfaction on Customer Loyalty Mediated By Customer Engagement (Empirical Study: Customer Music Course In Jakarta) Hernando, Hernando; Bambang Sugiyanto , Liem
Asian Journal of Social and Humanities Vol. 2 No. 12 (2024): Asian Journal of Social and Humanities
Publisher : Pelopor Publikasi Akademika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59888/ajosh.v2i12.441

Abstract

This study aims to investigate the impact of customer value, trust, and customer satisfaction on customer loyalty, with customer engagement as a mediating variable, focusing on music course customers in Jakarta. Utilizing a quantitative approach, data was collected from 95 respondents who have been customers of music courses for more than three months and are over 18 years old. The data was analyzed using Partial Least Square (PLS) with the SmartPLS 3.0 software. The results of the study indicate that trust and customer value positively and significantly influence customer engagement, which in turn significantly enhances customer loyalty. However, customer satisfaction did not show a significant direct effect on either customer engagement or customer loyalty. Additionally, while customer engagement mediates the relationship between customer value and customer loyalty, it does not mediate the relationship between trust or customer satisfaction and customer loyalty. The findings suggest that building customer engagement through perceived value can strengthen loyalty among music course customers. Limitations of this study include a focus on a specific geographic location (Jakarta) and the relatively small sample size, which may affect the generalizability of the results.
The Effect of Customer Value, Trust, and Customer Satisfaction on Customer Loyalty Mediated By Customer Engagement (Empirical Study: Customer Music Course In Jakarta) Hernando, Hernando; Bambang Sugiyanto , Liem
Asian Journal of Social and Humanities Vol. 2 No. 12 (2024): Asian Journal of Social and Humanities
Publisher : Pelopor Publikasi Akademika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59888/ajosh.v2i12.441

Abstract

This study aims to investigate the impact of customer value, trust, and customer satisfaction on customer loyalty, with customer engagement as a mediating variable, focusing on music course customers in Jakarta. Utilizing a quantitative approach, data was collected from 95 respondents who have been customers of music courses for more than three months and are over 18 years old. The data was analyzed using Partial Least Square (PLS) with the SmartPLS 3.0 software. The results of the study indicate that trust and customer value positively and significantly influence customer engagement, which in turn significantly enhances customer loyalty. However, customer satisfaction did not show a significant direct effect on either customer engagement or customer loyalty. Additionally, while customer engagement mediates the relationship between customer value and customer loyalty, it does not mediate the relationship between trust or customer satisfaction and customer loyalty. The findings suggest that building customer engagement through perceived value can strengthen loyalty among music course customers. Limitations of this study include a focus on a specific geographic location (Jakarta) and the relatively small sample size, which may affect the generalizability of the results.
Penerapan Strategi Pemasaran untuk Meningkatkan Target Penjualan PT Graha Dwi Perkasa Qadri, Rizni Aulia; Hernando, Hernando
Madani: Jurnal Pengabdian Masyarakat dan Kewirausahaan Vol. 4 No. 2 (2026): Januari 2026
Publisher : LPPM Universitas Internasional Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37253/madani.v4i2.11688

Abstract

Berkembangnya sistem informasi saat ini membawa perubahan besar dalam berbagai bidang kehidupan. Banyak perusahaan memanfaatkan teknologi informasi, khususnya internet untuk secara aktif melakukan promosi guna menarik dan mempertahankan konsumen. PT. Graha Dwi Perkasa merupakan perusahaan yang bergerak di bidang penjualan alat listrik. Pemasaran produk pada PT. Graha Dwi Perkasa dilakukan melalui jasa sales. Kegiatan pengabdian keapda masyarakat (PKM) ini dilaksanakan dengan tujuan menarik lebih banyak pelanggan lagi dan penulis juga berharap dapat meningkatkan target penjualan dari hasil penjualan sebelumnya. Strategi pemasaran yang digunakan adalah dengan membuat promo seperti “ setiap pembelian boxfan di PT. Graha Dwi Perkasa sebanyak 15 pcs akan mendapatkan bonus 1 pcs”, dan “setiap pembelian antena PAO3886DG akan mendapatkan Harga special yaitu potongan harga menjadi Rp 80.000/pcs dan akan mendapatkan bonus 1 pcs antenna PAO3886DG”.  Hasil yang diperoleh adalah PT. Graha Dwi Perkasa banyak dibeli oleh pelanggan baru sehingga membuat penjualan menjadi meningkat.
Co-Authors Bambang Sugiyanto , Liem Qadri, Rizni Aulia