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All Journal Journal of Innovation in Business and Economics COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen Dan Bisnis Jurnal Ilmiah Ekonomi dan Manajemen Neraca Manajemen, Akuntansi, dan Ekonomi Jurnal Media Akademik (JMA) JURNAL ILMIAH EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI PENG: Jurnal Ekonomi dan Manajemen Ekopedia: Jurnal Ilmiah Ekonomi Jejak digital: Jurnal Ilmiah Multidisiplin
Mohammad Maskan
Unknown Affiliation
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Pengaruh Kepuasan Layanan dan Customer Experience Terhadap Kepuasan Konsumen di Umayumcha Malang Alifia Dyah Puspita Ayu; Rizky Kurniawan Murtiyanto; Mohammad Maskan
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 1 No. 5 (2025): SEPTEMBER
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/nkmy3h31

Abstract

In the highly competitive food and beverage (F&B) industry, consumer satisfaction plays a crucial role in ensuring customer loyalty and business sustainability. The increasing popularity of dimsum in Malang has led to the emergence of various dining options, including Umayumcha, a leading dimsum cafe established in 2020. This study aimed to examine the influence of service quality and customer experience on consumer satisfaction at Umayumcha Malang. This explanatory quantitative research examined how service quality and customer experience influenced consumer satisfaction. One hundred respondents were selected through purposive sampling based on three criteria: minimum age of 17 years, at least two previous purchases, and having dining experience at the venue. Data were collected through online questionnaires distributed via social media and were analyzed using multiple linear regression. The research results showed that service quality and customer experience had significant and positive effects on consumer satisfaction. Both independent variables were proven to have significant influence on the dependent variable. Service quality and customer experience explained most of the variance in consumer satisfaction, although there were still other factors that influenced consumer satisfaction beyond the variables studied. Based on the research results, it can be concluded that service quality and customer experience had positive and significant effects on consumer satisfaction at Umayumcha Malang. Therefore, it is recommended that Umayumcha Malang continue to improve service quality and maintain customer experience to enhance consumer satisfaction.
Pengaruh Content Marketing dan Electronic Word Of Mouth Terhadap Keputusan Pembelian pada Restoran Baegopa House of Hungry Kota Malang Raniah Marwa Andhini; Mohammad Maskan; Ita Rifiani Permatasari
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 1 No. 3 (2025): JULI-SEPTEMBER
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/wfr6v250

Abstract

In this digital era, the internet has become an integral part of the business landscape, including the culinary sector. Many culinary businesses now utilize content marketing to promote their products and increase sales. In addition to content marketing, electronic word of mouth also plays a significant role in influencing consumer purchasing decisions. Baegopa restaurant is one such business that employs both content marketing and electronic word of mouth strategies. Howerver, engagement with its online content remains relativeliy low. Therefore, this study aims to analyze content marketing and electronic word of mouth on purchasing decisions at Baegopa Restaurant in Malang City. This research was an explanatory research and employed quantitative approach. The variables studied were content marketing, electronic word of mouth, and purchasing decisions. This research used observation and questionnaire data collection techniques. With purposive sampling technique, 100 respondents were selected as consumers of Baegopa Restaurant. The data were analyzed using multiple linear regression and hypothesis testing. Based on the t-test, Content Marketing (X1) and the Electronic Word of Mouth (X2) have a partial influence on the purchasing decisions (Y). Meanwhile, the F hypothesis test shows that Content Marketing and Electronic Word of Mouth simultaneous influence on purchasing decisions. The coefficient of determination (R2) was 0.721, meaning 72.1% of the variation in purchasing decisions was explained by the two variables, while the remaining 27,9% was influnced by other factors. The results of this study, conclude that content marketing and electronic word of mouth have a significant influence on purchasing decisions at Baegopa Restaurant in Malang City. Therefore, it is recommended that Baegopa Restaurant develop content marketing strategies that are relevant to consumer needs and enhance communication effectiveness.
Pengaruh Kualitas Produk dan Customer Experience Terhadap Kepuasan Pelanggan  Brand Erigo Ema Umiatul Chusna; Ita Rifiani Permatasari; Mohammad Maskan
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 1 No. 5b (2025): SEPTEMBER (Edisi Spesial)
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/b5ccgj98

Abstract

Competition in the digital fashion industry drives companies to ensure customer satisfaction as a key element of business sustainability. Erigo is one of the local Indonesian brands that has successfully entered the international market. As an active brand on the Shopee e-commerce platform, Erigo faces challenges related to customer complaints about product quality and shopping experience. The study aims to determine and analyze the extent of the influence of these two variables on customer satisfaction of Erigo brand.This study employed a quantitative approach with a survey method. The sampling technique used was non-probability sampling, specifically purposive sampling. The study obtained 100 respondents who had purchased Erigo products through Shopee. The data were collected through an online questionnaire and analyzed using multiple linear regression, assisted by statistical software, to examine both partial and simultaneous effects between variables.The findings showed that product quality and customer experience had a positive influence on customer satisfaction, both partially and simultaneously. The result of the partial test and multiple linear regression analysis showed that the calculated t-value was greater than the table t-value, which was 2.627 > 1.66071. The Coefficient of determination was 0.618, which meant that 61.8% of the variation in customer satisfaction could be explained by product quality and customer experience. Meanwhile, the remaining 38.2% was influenced by other factors not examined in this study.It can be concluded that product quality and customer experience positively influence customer satisfaction. Erigo is advised to enhance emotionally engaging product designs and strengthen digital interaction and customer service to create a more optimal shopping experience.
Pengaruh Harga dan Fasilitas Terhadap Kepuasan Konsumen Agen Tour Purple Garage Ninche Andiny; Yulis Nurul Aini; Mohammad Maskan
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 1 No. 4 (2025): OKTOBER-DESEMBER
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/6f8h7x81

Abstract

Price is one of the most critical factors influencing customer satisfaction. Satisfaction is closely linked to customer loyalty and business sustainability. In the service industry, particularly in tourism transportation, the alignment between the price paid and the facilities received is a key benchmark in evaluating service quality. This study aims to analyze the influence of price and facilities on customer satisfaction. This research used a quantitative descriptive approach, with price and facilities as independent variables, and customer satisfaction as the dependent variable. Data were gathered through questionnaires distributed to 100 respondents, selected using purposive sampling. The data were analyzed using multiple linear regression. The research results show that price and amenities have a positive and significant influence on customer satisfaction. Of these two variables, amenities have a greater influence than price. This suggests that customer satisfaction is more influenced by the extent to which the amenities provided meet or even exceed their expectations. The findings indicated that regular evaluation of pricing strategies and continuous improvement of facilities were necessary to meet customer expectations and improve satisfaction effectively.
Co-Authors Ahmad Rafli Faudi Alif Maulana Akbar Alifia Dyah Puspita Ayu Alifiualhtin Utaminingsih Anisa Emilia Safitri Asminah Rachmi Cahya Fayyaza Ema Umiatul Chusna INDRA LUKMANA PUTRA Indry Mey Purwani Intan Christiara Ita Rifiani Permatasari Ludfi Djajanto Mohammad Anjasmoro Mustofa Hadi Ninche Andiny Nurefa Maulana Priatma, Yulinda Raniah Marwa Andhini Rizky Kurniawan Murtiyanto Rosiana Avinda Febrianti Theresia Pradiani Vincentius Dwika Arya Wijaya Yulis Nurul Aini