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The effect of service quality and brand trust on loyalty through customer satisfaction in transportation service Go-jek (go-ride) in Palembang City Yuni Adinda Putri; Zakaria Wahab; Muchsin Saggaff Shihab; Agustina Hanafi
JURNAL MANAJEMEN MOTIVASI Vol 14, No 1 (2018): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

The objective of this study to analyze the effect of service quality and brand trust onloyalty through customer satisfaction. The Go-Jek (Go-Ride) users in Palembangwere taken as respondents. This research used purposive sampling technique; thenumber respondents were collected, 100 respondents. The data analyzedby usingStructural Equation Modeling (SEM). The results of this study indicate that brandtrust does not affect consumer loyalty. The suggestions in this study that themanagement is expected to conduct a survey to determine the needs of the desiredcustomer and provide promotions related to the desired requirements.

Are smartphone buyers being rational? Mulia, Dipa; Muchsin Saggaff Shihab
Dinasti International Journal of Digital Business Management Vol. 4 No. 5 (2023): Dinasti International Journal of Digital Business Management (August - Septembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijdbm.v4i5.1984

This research is related to consumer behavior when purchasing a smartphone one of product that is closely related to technology. The purpose of this study is to determine marketing strategies by analyzing consumer behavior both rational aspect and emotional aspects. The independent variables represent rational aspect are technology, price perception, e-WoM, while emotional aspect represented by Emotion variable, and Trust is selected as a mediator variable of rational aspect. As the dependent variable is the intention to buy a smartphone. This research is a quantitative research, the sample used in this study was taken by purposive sampling method with the criteria of the respondent is smartphones users. The number of samples in this study is 338 respondents. The analysis used in the research uses structure equation modeling (SEM) to test the hypotheses in the proposed research model.

The Influence Of Brand Equity, Service Quality And Personal Selling On Customer Loyalty Through Customer Satisfaction (Case Study On Customers Of Garda Oto Motor Vehicle Insurance Products) Septiadi Nugroho; Muchsin Saggaff Shihab
Jurnal Scientia Vol. 13 No. 03 (2024): Education and Sosial science, June - August 2024
Publisher : Sean Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar

The era of globalization promises business opportunities and challenges for all companies, the phenomenon of intense competition will increasingly direct the economic system to a market mechanism that positions marketers to always develop and seize market share. Through Garda Oto motor vehicle insurance products, PT Asuransi Astra Buana (Asuransi Astra) has succeeded in becoming one of the market leaders in the general insurance industry in Indonesia. One of the powerful weapons to achieve this success is to maintain customer satisfaction & loyalty, accompanied by brand equity, service quality and marketing strategies such as personal selling owned by the company. This study aims to determine the effect of brand equity, service quality and personal selling on customer loyalty through customer satisfaction on Garda Oto motor vehicle insurance products. This type of research is quantitative research. The data presented in this study were obtained through questionnaires distributed to 142 respondents. Statistical analysis using the SEM PLS method to test the model and hypothesis. The results of this study indicate that brand equity has a positive and significant effect on customer loyalty, brand equity does not have a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, personal selling has no positive and significant effect on customer loyalty, personal selling has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty, brand equity has no positive and significant effect on customer loyalty through customer satisfaction, service quality has a positive and significant effect on customer loyalty through customer satisfaction and personal selling has a positive and significant effect on customer loyalty through customer satisfaction.

Analysis Of Consumer Interest In Using Telemedicine Services In The Era Of The Covid-19 Endemic Using A Stimulus Organism Response (SOR) Approach Jaka Reynaldi; Muchsin Saggaff Shihab
Jurnal Scientia Vol. 13 No. 03 (2024): Education and Sosial science, June - August 2024
Publisher : Sean Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar

This research aims to analyze consumer interest in using telemedicine services in the Covid-19 endemic era using a stimulus-organism-response (SOR) approach. The respondent data in this study are consumers who have used telemedicine services during the Covid-19 pandemic to consult health doctors. Questionnaires were sent to 100 respondents during July 2024 online using Google Forms. In this research, 11 hypothesis tests were carried out based on variable indicators prepared using SEM PLS (partial least square) analysis with the smartPLS method. This testing consists of outer model, inner model, and hypothesis testing. The results of this test show that the presence of each variable has a positive effect and has no effect, among others. H1: There is no positive influence of social influence on perceived value, H2: There is a positive influence of perceived usefulness on perceived value, H3: There is a negative influence of perceived technology usage risk on perceived value, H4: There is no positive influence of perceived ubiquity on perceived value, H5: There is a positive influence of perceived ease of use on perceived value, H6: There is no positive influence of social influence on trust, H7: There is a positive influence of perceived usefulness on trust, H8: There is no negative influence of perceived technology usage risk on trust, H9: There is a positive influence perceived value on behavioral intention, H10: There is a positive influence of trust on behavioral intention, H11: There is a positive influence of behavioral intention on actual use behavior. It is hoped that this research can provide good implications both theoretically and in further research.

ANALISIS PENGARUH EKUITAS MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SMARTPHONE MEREK SAMSUNG: STUDI KASUS PADA PELANGGAN SMARTPHONE DI TMT BUILDING CILANDAK, JAKARTA SELATAN Angela Candra Puspita; Muchsin Saggaff Shihab
Journal of Social and Economics Research Vol 7 No 1 (2025): JSER, June 2025
Publisher : Ikatan Dosen Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/jser.v7i1.917

Penelitian ini bertujuan untuk menganalisis pengaruh ekuitas merek terhadap loyalitas pelanggan, dengan kepuasan pelanggan sebagai variabel mediasi. Pendekatan yang digunakan adalah metode kuantitatif dengan teknik analisis Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa ekuitas merek memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan maupun kepuasan pelanggan. Selain itu, kepuasan pelanggan juga terbukti berperan penting dalam memperkuat loyalitas, serta memediasi sebagian hubungan antara ekuitas merek dan loyalitas pelanggan. Temuan ini menegaskan bahwa persepsi positif terhadap merek—yang mencakup kesadaran, asosiasi, dan persepsi kualitas—tidak hanya meningkatkan kepuasan pelanggan tetapi juga memperkuat loyalitas baik secara langsung maupun tidak langsung. Implikasi manajerial dari hasil penelitian ini merekomendasikan agar perusahaan memprioritaskan strategi penguatan ekuitas merek dengan menjaga kesesuaian produk terhadap harapan pelanggan, guna meningkatkan kepuasan dan mendorong loyalitas melalui perilaku rekomendasi positif dari pelanggan yang puas. Penelitian lanjutan disarankan untuk mempertimbangkan variabel tambahan seperti kepercayaan merek dan keterlibatan pelanggan, serta menggunakan pendekatan longitudinal guna memahami dinamika loyalitas pelanggan secara berkelanjutan.

ANALISIS PENGARUH EKUITAS MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SMARTPHONE MEREK SAMSUNG: STUDI KASUS PADA PELANGGAN SMARTPHONE DI TMT BUILDING CILANDAK, JAKARTA SELATAN Angela Candra Puspita; Muchsin Saggaff Shihab
Journal of Social and Economics Research Vol 7 No 1 (2025): JSER, June 2025
Publisher : Ikatan Dosen Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/jser.v7i1.917

Penelitian ini bertujuan untuk menganalisis pengaruh ekuitas merek terhadap loyalitas pelanggan, dengan kepuasan pelanggan sebagai variabel mediasi. Pendekatan yang digunakan adalah metode kuantitatif dengan teknik analisis Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa ekuitas merek memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan maupun kepuasan pelanggan. Selain itu, kepuasan pelanggan juga terbukti berperan penting dalam memperkuat loyalitas, serta memediasi sebagian hubungan antara ekuitas merek dan loyalitas pelanggan. Temuan ini menegaskan bahwa persepsi positif terhadap merek—yang mencakup kesadaran, asosiasi, dan persepsi kualitas—tidak hanya meningkatkan kepuasan pelanggan tetapi juga memperkuat loyalitas baik secara langsung maupun tidak langsung. Implikasi manajerial dari hasil penelitian ini merekomendasikan agar perusahaan memprioritaskan strategi penguatan ekuitas merek dengan menjaga kesesuaian produk terhadap harapan pelanggan, guna meningkatkan kepuasan dan mendorong loyalitas melalui perilaku rekomendasi positif dari pelanggan yang puas. Penelitian lanjutan disarankan untuk mempertimbangkan variabel tambahan seperti kepercayaan merek dan keterlibatan pelanggan, serta menggunakan pendekatan longitudinal guna memahami dinamika loyalitas pelanggan secara berkelanjutan.

Analisa Pengaruh Omnichannel Integration Quality, Omnichannel Perceived Value dan Persepsi Harga terhadap Customer Loyalty dan Customer Satisfaction Sebagai Variabel Mediasi Pada Produk Somethinc Fentha Febriani; Sulastri, Sulastri; Muchsin Saggaff Shihab; Diah Natalisa; Mohammad Eko Fitrianto
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 1 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (September-Oktober 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i1.5996

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas integrasi omnichannel, persepsi nilai omnichannel, dan persepsi harga berpengaruh terhadap loyalitas pelanggan pada produk Somethinc. Metode penelitian yang digunakan dalam studi ini adalah pendekatan kuantitatif deskriptif dengan bantuan analisis statistik untuk mengkaji pengaruh omnichannel integration quality, omnichannel perceived value, dan persepsi harga terhadap customer loyalty, dengan customer satisfaction sebagai variabel mediasi. Penelitian dilaksanakan selama enam bulan, dari 3 September 2024 hingga 3 Februari 2025, dengan fokus pada konsumen produk Somethinc di Kota Palembang yang telah melakukan pembelian melalui berbagai kanal. Sampel berjumlah 97 responden, ditentukan menggunakan teknik non-probability sampling dengan metode accidental sampling dan rumus Lemeshow karena populasi tidak terbatas. Instrumen yang digunakan meliputi lembar demografis, angket kuantitatif, dan wawancara kualitatif. Analisis data dilakukan melalui uji validitas, reliabilitas, uji asumsi klasik (normalitas, heteroskedastisitas, dan multikolinearitas), regresi data panel, uji t dan uji F, koefisien determinasi, serta analisis jalur untuk mengukur pengaruh langsung dan tidak langsung antar variabel. Hasil penelitian menunjukkan bahwa kualitas integrasi omnichannel dan persepsi nilai omnichannel berpengaruh positif dan signifikan terhadap loyalitas pelanggan produk Somethinc. Artinya, semakin baik pengalaman pelanggan dalam mengakses berbagai kanal dan semakin tinggi persepsi terhadap nilai yang diterima, maka semakin tinggi pula tingkat loyalitas pelanggan. Sebaliknya, persepsi harga tidak memberikan pengaruh signifikan terhadap loyalitas, yang mengindikasikan bahwa harga bukanlah faktor utama dalam membentuk loyalitas pelanggan terhadap produk ini. Dalam hal mediasi, variabel customer satisfaction tidak efektif sebagai mediator antara omnichannel integration quality maupun perceived value terhadap loyalitas, meskipun terdapat pengaruh tidak langsung. Namun, pada hubungan antara persepsi harga dan loyalitas, customer satisfaction terbukti menjadi mediator yang layak dan menunjukkan pengaruh langsung yang signifikan.

THE ROLE OF CUSTOMER INNOVATION AND ORIENTATION ON THE BUSINESS PERFORMANCE OF PT PEGADAIAN (PERSERO) SUMATERA AREA OF SOUTH SECTION Prasetyo, Joko; Syamsurijal AK; Zakaria Wahab; Muchsin Saggaff Shihab
Dinasti International Journal of Economics, Finance & Accounting Vol. 1 No. 2 (2020): Dinasti International Journal of Economics, Finance & Accounting (May - June 20
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v1i2.308

Facing increasingly stringent global markets, PT Pegadaian (Persero) continues to innovate various products and services, but its business performance has not yet satisfied various parties. The purpose of this study is to determine the role of innovation in the relationship between customer orientation and business performance. Another objective is to obtain empirical evidence of the influence of customer orientation both directly and indirectly on the business performance of PT Pegadaian (Persero). The design of this study uses a quantitative approach with a survey method. The research model is confirmatory, so the data analysis technique used is the structural equation model (SEM) with the application of the LISREL program. The study population was all customers of PT. Pegadaian (Persero) in the Southern Sumatra Region. The total sample of 120 respondents taken by accidental sampling. The results of this study indicate that the direct influence of customer orientation on business performance is smaller than the indirect effect. This shows that the innovation variable is a good mediator for the relationship between customer orientation and business performance. The better customer orientation is done, it will increase innovation, which in turn will affect the business performance of PT Pegadaian (Persero). The managerial implication of this research is the need for PT Pegadaian, especially in the marketing division to continue to carry out customer-oriented marketing strategies with various innovations that customers need.

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