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All Journal JOIV : International Journal on Informatics Visualization Jurnal Manajemen Indonesia International Journal Of Science, Technology & Management (IJSTM) Journal of Economics and Business UBS Jurnal Ekonomi, Teknologi dan Bisnis
Sugiat, Maria
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Aerospace Engineering Agriculture, Biological Sciences & Forestry Astronomy Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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Journal : International Journal Of Science, Technology

 1 
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

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

Abstract

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.
Co-Authors Acai Sudirman Adiyati, Ria Risti Akbar, Moh Adli Deden Witarsyah Firmansyah, Fandi Irni Yunita Praditha, Villy Satria Qinthara Konjala, Wafda Rina Djunita Pasaribu Saabira, Nadia Sundari, Laisitha