Garuda - Garba Rujukan Digital

The Impact of Service Quality, Customer Satisfaction, and Trust on Customer Loyalty among BRILink Agents in North Sumatra Firmansyah, Fandi; Sugiat, Maria; Yunita, Irni
International Journal of Science, Technology & Management Vol. 4 No. 5 (2023): September 2023
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v4i5.957

Abstract. The shift of business into the digital era demands the banking industry to innovate in serving customers. One of the innovations by PT. Bank Rakyat Indonesia is the e-channel service named Brilink, which is spread across all regions. Local entrepreneurs are appointed as Brilink agents with the aim of providing banking services to individuals who are not yet served by banks, both unbanked and unbankable as stipulated in Article 16 of POJK No. 19/POJK.03/2014. Public distrust towards Brilink agents is attributed to the quality of service provided by these agents, which does not align with BRI's service standards, particularly in utilizing the Brilink application. Therefore, this research aims to examine the influence of the service quality, customer satisfaction, and trust variables on customer loyalty at Brilink agents in North Sumatra, Indonesia. This study employs a quantitative approach with a sample size of 400 respondent customers of Brilink agents. The research offers insights into the role of Brilink agents in marketing products, thus facilitating their understanding and utilization by customers. Furthermore, it holds social benefits in enhancing financial literacy and inclusion among the population in North Sumatra, ultimately contributing to welfare improvement and economic growth. Keywords: service quality, customer satisfaction, trust, customer loyalty.

The Influence Of Brand Experience And Brand Image On Brand Loyalty With Brand Trust As A Mediation Variable (Case Study Of FCL Modest In Pekanbaru City) Sundari, Laisitha; Djunita Pasaribu, Rina; Sugiat, Maria
International Journal of Science, Technology & Management Vol. 5 No. 6 (2024): November 2024
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v5i6.1160

Famys Circle Label (FCL) is a modest fashion brand that offers thousands of articles from well-known local modest brands in Indonesia and is the only brand in Pekanbaru, giving it a strong competitive edge in the modest fashion market due to its ability to attract a variety of customer groups with diverse tastes and fashion styles. This study aims to examine the effect of brand experience and brand image on brand loyalty, with brand trust as a mediating variable.The research uses a quantitative method with a descriptive approach to illustrate the characteristics of a group, such as the characteristics of users or products, estimate product users' characteristics, and understand users' perceptions of a product. The study uses non-probability sampling, with 384 respondents who are FCL consumers. The data was processed and analyzed using Structural Equation Modeling (SEM) with SmartPLS3 software.The study results show a partial positive and significant effect of brand experience and brand image on brand loyalty and brand trust. Simultaneous testing also showed the same results, where the independent variables had a positive and significant effect on the dependent variable, brand loyalty, mediated by the intervening variable brand trust among FCL consumers in Pekanbaru City.

Pengaruh Advertising Value, Emotional Appeal dan Credibility Dalam Mendorong Click Ad Dan Purchase Intention Pada Iklan Digital Produk Properti Rexvin Adiyati, Ria Risti; Sugiat, Maria
Jurnal Ekonomi Teknologi dan Bisnis (JETBIS) Vol. 4 No. 7 (2025): JETBIS : Journal of Economics, Technology and Business
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/jetbis.v4i7.188

Social media has become a popular channel in property marketing strategies. Rexvin, a housing developer in Batam, uses Facebook to reach potential customers. Although digital campaigns have successfully increased leads, results have not been consistent in generating ad clicks or purchase decisions. This study examines the Advertising Value Model by adding Emotional Appeal, Advertising Credibility, Ad Click, Product Evaluation, and Incentive to their impact on Purchase Intention. The research uses a quantitative approach with PLS-SEM method through SmartPLS 3.0. Data was collected through online questionnaires from 217 respondents using purposive sampling. Results show that informativeness, entertainment, emotional appeal, and credibility have positive significant effects on advertising attitude, while irritation has no significant effect. Advertising attitude significantly influences ad click and purchase intention. Informativeness also directly affects ad click, while entertainment shows no significant effect. Ad click has positive effect on product evaluation, and product evaluation significantly influences purchase intention. Incentives also have significant effect on purchase intention. The study recommends strengthening advertising credibility, presenting clear information, applying emotional appeals, and maintaining incentive programs to enhance digital property advertising effectiveness.

Pengaruh Advertising Value, Emotional Appeal dan Credibility Dalam Mendorong Click Ad Dan Purchase Intention Pada Iklan Digital Produk Properti Rexvin Adiyati, Ria Risti; Sugiat, Maria
Jurnal Ekonomi Teknologi dan Bisnis (JETBIS) Vol. 4 No. 7 (2025): Jurnal Ekonomi, Teknologi dan Bisnis
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/jetbis.v4i7.188

Social media has become a popular channel in property marketing strategies. Rexvin, a housing developer in Batam, uses Facebook to reach potential customers. Although digital campaigns have successfully increased leads, results have not been consistent in generating ad clicks or purchase decisions. This study examines the Advertising Value Model by adding Emotional Appeal, Advertising Credibility, Ad Click, Product Evaluation, and Incentive to their impact on Purchase Intention. The research uses a quantitative approach with PLS-SEM method through SmartPLS 3.0. Data was collected through online questionnaires from 217 respondents using purposive sampling. Results show that informativeness, entertainment, emotional appeal, and credibility have positive significant effects on advertising attitude, while irritation has no significant effect. Advertising attitude significantly influences ad click and purchase intention. Informativeness also directly affects ad click, while entertainment shows no significant effect. Ad click has positive effect on product evaluation, and product evaluation significantly influences purchase intention. Incentives also have significant effect on purchase intention. The study recommends strengthening advertising credibility, presenting clear information, applying emotional appeals, and maintaining incentive programs to enhance digital property advertising effectiveness.

Model Analysis of the Mediation Effect of Customer Satisfaction on Customer Loyalty in Mitratel Companies: The Role of CRM and Company Reputation as Predictors Sugiat, Maria; Sudirman, Acai
Jurnal Manajemen Indonesia Vol. 24 No. 1 (2024): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v24i1.7353

The rapid growth of tower assets among Indonesia's three main tower providers shows the increasingly tight competition within the telecommunications business. Therefore, this research analyzed the mediating effect of customer satisfaction on customer loyalty with customer relationship management (CRM) and company reputation as predictors using data from customer satisfaction research conducted with Mitratel clients. The data collected comprised 155 current and former customers of the Mitratel Tower company, collected from survey responses. The data was qualitatively evaluated and analyzed statistically using data processing techniques applied in the SEM-PLS analysis procedure. The result showed that CRM and company reputation directly impact customer satisfaction and loyalty. However, the impact of CRM on loyalty cannot be influenced directly due to the complexity of factors affecting customer loyalty. While customer satisfaction is important in building loyalty, other factors such as price, service quality, brand reputation, and psychological factors also play a significant role. This research provides in-depth insight into how factors such as customer satisfaction, CRM, and company reputation interact to influence customer loyalty. It is also an important basis for Mitratel Companies to design more effective policies and strategies to improve business performance and maintain market share. Keywords—CRM; Company Reputation; Customer Satisfaction; Customer Loyalty

Omni-Channel Service Analysis of Purchase Intention Sugiat, Maria; Saabira, Nadia; Witarsyah, Deden
JOIV : International Journal on Informatics Visualization Vol 7, No 4 (2023)
Publisher : Society of Visual Informatics

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62527/joiv.7.4.2442

The COVID-19 pandemic has caused a decline in various aspects of the economy, including the fashion sector. Many fashion retailers have closed, so sales have fallen. However, many retailers can also adapt and change using new communication channels. This change presents new challenges for fashion companies and retailers to integrate channels into omnichannel services. This study aims to analyze the factors influencing customer behavior in omnichannel services through their intention to accept and use new technology in shopping. This study adopts the UTAUT2 model by adding two new variables: personal innovation and perceived security. This model was tested on 353 samples from Uniqlo customers residing in Indonesia. This research method uses a Quantitative PLS-SEM approach. This study tested the outer model, inner model, and hypothesis t-test with a bootstrap procedure using SmartPLS software. The results showed that the performance expectation factor did not affect the omnichannel purchase intention variable because the t-statistic value is less than 1.65. Meanwhile, other factors such as effort expectation, social influences, habits, hedonic motivation, perceived security, and personal innovativeness affect omnichannel purchase intentions because the t-statistic value is more than 1.65. The most positive and significant factor is personal innovativeness. Based on the results of this study, it is revealed that digitalization creates challenges for companies in maintaining digital businesses. Through various omnichannel service channels, this research can identify the factors influencing consumers' purchase intention

Cluster Analysis of Japanese Whiskey Product Review Using K-Means Clustering Witarsyah, Deden; Akbar, Moh Adli; Praditha, Villy Satria; Sugiat, Maria
JOIV : International Journal on Informatics Visualization Vol 8, No 1 (2024)
Publisher : Society of Visual Informatics

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62527/joiv.8.1.2601

Since 2008, the Japanese whiskey business has grown steadily. Overall, the whiskey market (at factory price) is expected to reach $2.95 billion in 2019, accounting for 8.6 percent of the entire alcoholic beverage industry. The rise in popularity of Japanese whiskey is associated with the country's growing international reputation. Founded 1985 as an independent bottler, Master of Malt was the first company to service clients who ordered single malt whiskey through the mail-order system. Master of Malt's omnichannel approach encompasses all channels available to the company. Known as their 'omnichannel,' this refers to the organization's capability to provide speed and precision from any place at any time. As their brand has grown over the years, they have used various marketing strategies, including a website redesign and rebuild that involved the creation of all relevant content and designing and constructing landing pages for their website. Following a clustering technique, we discovered that the data is being divided into four distinct groups and that these clusters may serve as a recommender system based on the occurrence of terms in each of the categories. Our summarizing component combined phrases related to the exact subtopics and provided users with a concise summary and sentimental information about the group of phrases.

The Role of Changes in Customer Behavior on Smart Marketing Strategies in The Post-Covid Pandemic Era Sugiat, Maria
Journal of Economics and Business UBS Vol. 10 No. 2 (2021): Journal of Economics & Business UBS
Publisher : Cv. Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/joeb.v10i2.72

Introduction: At the beginning of 2020 COVID-19 virus swept the globe in a matter of months, jeopardizing lives, upending businesses, and setting off a worldwide economic slump. To suppress the spread of Covid-19, the government of Indonesia implemented "Restrictions on certain activities of residents in an area suspected of being infected with a disease and/or contaminated in such a way as to prevent the possibility of spreading the disease Objective: -19 pandemic. Customers have often used communication technology so that they can take advantage of existing online applications to fulfill their basic daily needs. Covidexplorative research using qualitative and cross sectional research methods is used to explain the relationship between changes in consumer behavior and marketing strategy.Data analysis using the Spradley technique with domain and taxonomy analysis Results: The results show that the customer's online shopping pattern will continue until period no. next rm. It is based on customer characteristics and technocultural theory. According to one major retailer in Indonesia, there was an increase in transactions during social distancing by an average of 45%. Online shopping and home delivery services have also become consumer demand. Conclusion: 1. In the post-pandemic covid-19, the pattern of spending on basic needs will not change due to the convenience of using the internet to do the shopping and there are online services. 2. Since there are online services to do shopping from their home and office, there are no changes on the post-pandemic covid-19. 3. The internet of things causes buying behavior to change based on the relationship between technology & culture. However, this change has occurred since the era of the covid-19 pandemic 4. Youth in Indonesia is recorded at 24% of the total population based on demographics with around 64 million people in the number of youth or what is commonly referred to as the millennial generation. 5. The shopping behavior post-covid-19 pandemic can be expected that consumers to shop online will continue to increase until the new normal era, especially for necessities and entertainment since there is millennial generations growth. 6. Since the buying behavior of the millennial generation will continue until the next normal, the marketer needs an adaptive marketing strategy called smart marketing. It is the term of hybrid marketing with a combination of the supply chain, marketing & e-commerce.

Pengaruh Kualitas Produk terhadap Pengembangan Usaha Sejiwa Coffee Bandung Sugiat, Maria; Qinthara Konjala, Wafda
Journal of Economics and Business UBS Vol. 11 No. 1 (2022): Journal of Economics & Business UBS
Publisher : Cv. Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/joeb.v11i1.78

Penelitian ini mengangkat topik Kualitas produk terhadap pengembangan usaha Sejiwa Coffee Bandung. Tujuan dari penelitian ini untuk mengetahui apakah ada pengaruh antara kulitas produk terhadap pengembangan usaha Sejiwa Coffee Bandung. Metode yang digunakan pada penelitian ini adalah metode Kuantitatif dengan jenis penelitian deskriptif, penelitian ini memfokuskan pada pengembangan usaha, yang mencakup kualitas produk dan loyalitas konsumen sebagai variabel independen dan pengembangan usaha sebagai variabel dependen. Skala pengukuran yang digunakan dalam penelitian ini yaitu skala ordinal dengan menggunakan skala likert. Penelitian ini menggunakan teknik non probabilitas dengan jenis convenience sampling dengan jumlah sampel sebanyak 150 responden yang pernah mengunjungi Sejiwa Coffee di Bandung.

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