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All Journal Jurnal Manajemen dan Organisasi Paradigma : Journal of Science, Religion and Culture Studies Pendidikan Bahasa dan Sastra Indonesia Jurnal Ekonomi : Journal of Economic Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Wanastra : Jurnal Bahasa dan Sastra Journal of Economic, Bussines and Accounting (COSTING) Jurnal Pengabdian Masyarakat AbdiMas E-Mabis: Jurnal Ekonomi Manajemen dan Bisnis Jurnal Ilmiah Manajemen Kesatuan Insight Management Journal Jurnal Nasional Manajemen Pemasaran dan SDM Jurnal Ilmiah Wahana Pendidikan Komitmen : Jurnal Ilmiah Manajemen Jurnal Dialogika Manajemen dan Administrasi International Journal of Health and Pharmaceutical (IJHP) International Journal of Economics (IJEC) International Journal of Economics, Management and Accounting Jurnal Pengabdian Masyarakat dan Riset Pendidikan Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Ekonomi, Manajemen, Akuntansi
Nisa, Puspita Chairun
Universitas Esa Unggul
Religion Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Other

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Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Yang Dimediasi Oleh Kepuasan Pelanggan Nurazis, Epin; Nisa, Puspita Chairun
Jurnal Ilmiah Wahana Pendidikan Vol 10 No 7 (2024): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

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

Abstract

Pesatnya perkembangan industri otomotif kendaraan mobil di Indonesia semakin tahun semakin meningkat mengakibatkan persaingan bisnis dalam industri ini terutama bengkel mobil juga semakin kompetitif sehingga perusahaan perlu memperhatikan loyalitas pelanggan agar mempertahankan pelanggan lama dan menarik pelanggan baru. Penelitian ini dilakukan untuk mendapatkan pemahaman empiris yang lebih baik tentang dampak kualitas layanan, citra merek dengan kepuasan pelanggan sebagai mediasi menuju loyalitas pelanggan. Pengumpulan data dengan menyebar kuesioner kepada 165 responden berusia 18 tahun ke atas dan pernah melakukan servis kendaraan Isuzu minimal 3 kali dalam setahun di bengkel Astra Isuzu cabang Harapan Indah dan berdomisili di Bekasi. Analisis data menggunakan Partial Least Square Structure Equation Model (PLS)-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan meningkatkan kepuasan pelanggan. Demikian pula kualitas layanan meningkatkan loyalitas pelanggan baik secara langsung maupun melalui kepuasan pelanggan. Selanjutnya, citra merek secara positif meningkatkan kepuasan pelanggan. Citra merek juga meningkatkan loyalitas pelanggan melalui kepuasan pelanggan, namun citra merek tidak memengaruhi loyalitas secara langsung. Penelitian ini menunjukkan bahwa perusahaan yang bergerak di industri otomotif dapat berfokus pada kepuasan pelanggan agar dapat meningkatkan loyalitas pelanggannya.
Memahami Peran Service Quality Dalam Layanan Home Delivery Pasca Pembelian Online Di Shopee Perdana, Ilham Akbar Putra; Nisa, Puspita Chairun
Jurnal Ilmiah Wahana Pendidikan Vol 10 No 7 (2024): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.11107740

Abstract

Perkembangan internet saat ini begitu cepat menjangkau seluruh dunia dan setiap pelaku bisnis menginginkan produk dan jasa dikenal luas oleh masyarakat, munculnya aplikasi shopee telah memberikan kemudahan dalam transaksi dan komunikasi secara online. Berdasarkan hasil pengujian data pada penelitian ini maka dapat disimpulkan bahwa kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan, yang dimana lebih dominan sebagai bentuk mempengaruhi aktifitas masyarakat sehari-hari atas kebutuhan dalam segi belanja berbasis online, dan peneliti menambahkan faktor variabel yang cukup mempengaruhi yaitu variabel kesetiaan pelanggan, dengan hal tersebut membantu layanan shopee dan jasa pengiriman terus semakin meningkat dihadapan pengguna. Tujuan penelitian ini untuk mengeksplorasi pengaruh setiap variabel dan bukti empiris dalam riset e-commerce. Berdasarkan teknik pengumpulan data pada penelitian ini menggunakan metode kuantitatif dan kuesioner disebar-luaskan secara online berupa pengisian google form, sampel yang dibutuhkan sebanyak 180 orang, dengan kriteria laki-laki dan wanita yang berusia 14-60 tahun dan wajib pengguna shopee minimal 6 bulan terakhir saat berbelanja. Dan peneliti menguji kuesioner yang digunakan dengan analis factor SPSS dengan alat ukur digunakan dalam penelitian ini adalah uji validitas untuk menguji validitas kuesioner dan uji reliabilitas untuk mengetahui konsistensi hasil pengukuran, dengan menggunakan (PLS-SEM) untuk menganalisis data.
The Effect of Service Quality, Perceived Value, and Customer Satisfaction on Loyalty and Word of Mouth (WOM) Oktaviani, Nurul; Chairun Nisa, Puspita
International Journal of Economics, Management and Accounting (IJEMA) Vol. 1 No. 9 (2024): February
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v1i9.107

Abstract

The main objective of this research is to fill the knowledge gap in service quality from the perspective of customer satisfaction, perceived value, customer loyalty, customer satisfaction and Word of Mouth (WOM) so that this research is expected to contribute to the scientific level of marketing management by developing a theoretical understanding that both regarding the variables studied and it is hoped that it can also provide positive managerial implications for the implementation of marketing strategies in the service sector, especially banking, in increasing customer satisfaction. The sampling method used in this research is non-probability sampling with purposive sampling technique. Data collection was carried out by distributing online questionnaires to 145 BRI customer respondents domiciled in DKI Jakarta aged 18 - 60 years and who had carried out direct banking transactions at the bank at least twice in the last 3 months. The analytical method used is Structural Equation Modeling (SEM) with the Partial Least Square (PLS) technique using statistical software. The results can be concluded that service quality can influence customer satisfaction in using BRI bank. The perceived value factor also drives customer satisfaction. Customer satisfaction can influence customer loyalty to use BRI bank and customer loyalty can influence Word of Mouth (WOM) of BRI bank customers. This certainly benefits the business owner and creates company success in the long term.
The Effect of Work Conflict on Employee Performance: The Moderating Role of Transformational Leadership Febriyanti, Edelin; Chairun Nisa, Puspita
International Journal of Economics, Management and Accounting (IJEMA) Vol. 2 No. 10 (2025): March
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v2i10.256

Abstract

In today's global era, the work environment often faces challenges, one of which is work conflict which can have a negative impact on employee performance. The purpose of this study is to gain a better empirical understanding of the effect of work conflict on employee performance and the role of transformational leadership in moderating work conflict. This study used a purposive sampling technique involving 220 operational staff respondents at a manufacturing company in the Cikarang, Bekasi area. Data analysis used Structural Equation Modeling-Partial Least Square (SEM-PLS). This study produced findings including work conflict having a negative effect on employee performance, then transformational leadership having a positive effect on employee performance, then work conflict having no effect on job satisfaction, and job satisfaction having no effect on employee performance. Further research is expected to expand the scope of the research area and add other variables related to employee performance such as employee engagement.
Pengaruh Inovasi Konsumen Terhadap Niat Beli Mobil Wuling Melalui Proses Pembelajaran dan Nilai Manfaat yang Dimoderasi dengan Harga Hamidah Hamidah; Puspita Chairun Nisa
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 7 No. 1 (2025): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v7i1.5969

Abstract

This study examines the influence of consumer innovation on the intention to buy Wuling cars in Jabodetabek through a learning process and value moderated by price. Therefore, the aim of this research is to develop the relationship between consumer innovation (CI), purchase intention (PI), learning process (LP) and value-benefit (PV) for wuiling brand cars in a collective society like Indonesia. It also investigates their relationship to price (P). This type of research is quantitative. The population in this study were wuiling car users in the Greater Jakarta area with an age range of 17-55 years of 182 respondents. Data collection was carried out in March-June 2022. The distribution of questionnaires was carried out online via the Google form with the scale used, namely a 5-point Likert scale which varies from Strongly Disagree (1) to Strongly Agree (5). Hypothesis testing in this study uses a structural equation model (SEM) and uses Lisrel 8.8 software. Based on the analysis it was concluded that not all variables have a positive effect on each other. The consumer innovation variable does not have a positive effect on the purchase intention variable, the consumer innovation variable affects the learning process variable, the learning process variable does not affect the purchase intention variable, the learning process variable influences the benefit value variable, the consumer innovation variable does not affect the benefit value variable, the benefit value variable affects the variable purchase intention, benefit value variable does not mediate consumer innovation variable to purchase intention variable, learning process variable does not mediate consumer innovation variable and purchase intention variable, benefit value variable does not mediate learning process variable and purchase intention variable, learning process variable and benefit value does not mediate the innovation variable and the purchase intention variable, the price variable managed to moderate the benefit value variable and the purchase intention variable. The findings in this study are that consumer innovation in Indonesia is still small, so that the intention to buy Wuiling brand car products has also decreased, which is caused by consumers not studying and understanding the advantages and value benefits of Wuiling brand cars, especially during the COVID-19 pandemic when In this case, the majority of consumers are more focused on basic needs than other needs. Then, during the COVID-19 pandemic, research respondents paid close attention to the price of a product or service because of the financial crisis during this pandemic.
Program Pelatihan Digital Marketing untuk Remaja Masjid: Menciptakan Enterpreneur Muda Islami di Desa Karyamekar Pasirwangi Garut : Pengabdian Eti Jumiati; Nisa, Puspita Chairun; Rahayu, Wati; Saepudin, Ahmad; Sulaeman, Iman
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 4 No. 3 (2026): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 4 Nomor 3 (Januari 202
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v4i3.5253

Abstract

The Digital Marketing Training Program for Mosque Youth in Karyamekar Village, Pasirwangi, Garut, was implemented as a form of community service aimed at improving digital literacy, entrepreneurial skills, and developing the character of ethical young Islamic entrepreneurs. This activity used a participatory approach through preparation, training, and ongoing mentoring. Participants, consisting of mosque youth aged 15–24, were trained in digital content creation, Islamic personal branding, and the use of business social media such as Instagram and WhatsApp Business. The results of the activity showed a significant increase in participants' knowledge and skills, marked by an average increase of 30% in post-test scores and the creation of independently managed digital business accounts. When compared with ten relevant studies in the past five years, this program excels in integrating Islamic values ​​and implementing a continuous mentoring system, which emphasizes the importance of religious ethics and the sustainability of digital training. Thus, this program not only contributes to improving participants' technical competence but also demonstrates that mosques can play a strategic role as centers for technology-based economic, social, and spiritual empowerment in rural areas.
Co-Authors Aisyah Adini Putri Amelia, Rika Angela, Nofia Angelia, Jeveline Aulia Khairunisa Br Barus, Ana Claudia Devi Yusiana Fitri Diana Fajarwati Eti Jumiati Fachmi Tamzil Febriyanti, Edelin Hafidz, Gilang Pratama Hamidah Hamidah Harahap, Arman Holby Boy Martua Manurung Idemon, Anggia Febriyana Ika Baskara Juwita, Silvia Ratna Keisia Christea Kimfa, Yosef Kustianti, Nia Nur Linda Purnama Sari, Linda Purnama Linda Purnamasari Mahadewi, Erlina Puspitaloka Mandala Putra, Juniawan Mauludi, Andri Mohamad Reza Hilmy Muhammad Rizky Muniroh, Muniroh Noviandi Noviandi, Noviandi Nurazis, Epin Oktaviani, Nurul Oktian Fajar Nugroho Ozays , Mehmet Pamungkas, Ario Pandiangan, Ferawita Pantja Djati, Sundring Perdana, Ilham Akbar Putra Permata, Kian Getti Prakoso Piannisa Alma Riania Pradinka Shanditya Nugraha Puspitaloka Mahadewi, Erlina Rahayu, Wati Saepudin, Ahmad Sembiring, Timothy Hudson Silviana Mustikawati, Intan Sulaeman, Iman Suryari Purnama Tantri Yanuar Rahmat Syah Timothy Hudson Sembiring Unggul Kustiawan Unggul Kustiawan Baskara Waslam Waslam, Waslam Widia Irawan Youna Chatrine Bachtiar