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All Journal International Journal Of Science, Technology & Management (IJSTM) Jurnal Ekonomi, Teknologi dan Bisnis
Sugiat, Maria
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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.
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

Abstract

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

Abstract

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.
Co-Authors Adiyati, Ria Risti Firmansyah, Fandi Irni Yunita Rina Djunita Pasaribu Sundari, Laisitha