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All Journal IKRA-ITH EKONOMIKA JOURNAL OF SCIENCE AND SOCIAL RESEARCH Journal of Humanities and Social Studies Dinamika Governance : Jurnal Ilmu Administrasi Negara Journal Of Management Science (JMAS) RISTEK : Jurnal Riset, Inovasi, dan Teknologi Kabupaten Batang Jurnal Ilmiah Dinamika Sosial International Journal of Economics Development Research (IJEDR) Jurnal Manajemen Bisnis Eka Prasetya RISTEK: Jurnal Riset, Inovasi dan Teknologi Kabupaten Batang Jurnal Pengabdian Masyarakat Inovasi Jurnal Pemberdayaan Sosial dan Teknologi Masyarakat Eastasouth Journal of Effective Community Services Jurnal Pengabdian Pada Masyarakat METHABDI Jurnal Pengabdian Harapan Bangsa Jurnal Ekonomi dan Kewirausahaan West Science West Science Social and Humanities Studies PROCEEDING INTERNATIONAL BUSINESS AND ECONOMICS CONFERENCE (IBEC) JIPITI: Jurnal Pengabdian kepada Masyarakat Outline Journal of Community Development Jurnal Simki Economic
Nainggolan, Elisabeth
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Pengaruh Digital Marketing, Kualitas Layanan dan Brand Image terhadap Keunggulan Bersaing pada Showroom Astra Daihatsu Medan Krakatau Laowo, Anggreini; Nainggolan, Elisabeth; Nasution, Lisa Elianti
Jurnal Simki Economic Vol 9 No 2 (2026): Volume 9 Nomor 2 Tahun 2026
Publisher : Universitas Nusantara PGRI Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/jse.v9i2.1596

Abstract

This study aims to analyze the influence of digital marketing, service quality, and brand image on competitive advantage at the Astra Daihatsu Medan Krakatau Showroom. The study employs a quantitative approach using a survey method, involving the distribution of questionnaires to showroom customers. The sampling technique utilized purposive sampling to obtain a sufficient number of respondents who met the study’s criteria. The data obtained were analyzed using multiple linear regression analysis with the assistance of SPSS software. The results indicate that digital marketing and service quality have a significant impact on competitive advantage; however, they have not yet been able to provide an optimal contribution to enhancing the company’s competitiveness. Meanwhile, brand image has a positive and significant influence and is the most dominant factor in shaping competitive advantage. This indicates that a strong brand image can enhance consumer trust and positive perceptions of the company. Simultaneously, digital marketing, service quality, and brand image significantly influence the competitive advantage of the showroom. Therefore, the company needs to enhance the effectiveness of its digital marketing strategies, improve service quality, and continuously strengthen its brand image to boost the company’s competitiveness amid the increasingly competitive automotive industry
Pengaruh Customer Relationship Management, Ketepatan Waktu Pengiriman dan Layanan Digital terhadap Kepuasan Pelanggan pada PT Tunas Antarnusa Muda Kargo Fahira, Annisa; Nainggolan, Elisabeth; Nasution, Lisa Elianti
Jurnal Simki Economic Vol 9 No 2 (2026): Volume 9 Nomor 2 Tahun 2026
Publisher : Universitas Nusantara PGRI Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/jse.v9i2.1599

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh customer relationship management (CRM), ketepatan waktu pengiriman, dan layanan digital terhadap kepuasan pelanggan pada PT Tunas Antarnusa Muda Kargo. Penelitian ini dilatarbelakangi oleh adanya research gap dari hasil studi terdahulu yang menunjukkan inkonsistensi pengaruh ketiga variabel tersebut terhadap kepuasan pelanggan. Metode yang digunakan adalah pendekatan kuantitatif dengan desain asosiatif, melibatkan 389 responden yang dipilih menggunakan teknik accidental sampling. Data dikumpulkan melalui kuesioner skala Likert dan dianalisis menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa secara simultan CRM, ketepatan waktu pengiriman, dan layanan digital berpengaruh signifikan terhadap kepuasan pelanggan. Secara parsial, CRM berpengaruh positif signifikan, sedangkan ketepatan waktu pengiriman dan layanan digital berpengaruh negatif signifikan. Novelty penelitian ini terletak pada temuan bahwa aspek operasional dan digital dapat berdampak negatif terhadap kepuasan apabila tidak sesuai dengan ekspektasi pelanggan. Secara teoretis, penelitian ini memperkuat Expectation Confirmation Theory bahwa ketidaksesuaian antara harapan dan kinerja layanan akan menurunkan kepuasan pelanggan.
Co-Authors Adelia, Christanty Andina, Kinanti Nur Putri Anggoro, Michael Anggraini, Flora August Simson, Violyne Bao Giang, Phan Batjo, Sitti Nurjana Cecilia Chandra, Surya Degdo Suprayitno Desma Erica Maryati M Desma Erica Maryati Manik Ellyany Sinaga, Hommy Dorthy Fahira, Annisa Fenny Fenny Fitri Yani Panggabean Fransina Diana Talakua, Jeane Gea, Sanderwan Kristian Gultom, Pesta Harahap, Subur Himawan Sutanto, Himawan Hoki, Fernando Hommy Dorty Ellyany Sinaga Iwan Harsono Joni Joni Joni Kanchawongpaisan, Sipnarong Khun, Loo Teck Kusuma, Clariza Farell Laowo, Anggreini Manik, Desma Erica Mariati Manik, Desma Erica Maryati Merung, Arteurt Yoseph Monica, Cencen Muammar Rinaldi Nainggolan, Hendrik Nainggolan, Susan Grace V Najla, Najla Nasution, Lisa Elianti Nizam, Ahmad Pane, Yonson Pesta Gultom Petrus Loo Rashid, Muhammad Hafiz Abd Redjeki, Finny Retno Febriyastuti Widyawati Riskyandana, Haykal Simanjuntak, Anabella Monica Agustine Simarmata, Asianna Martini Sinaga, Hommy Dorthy Ellyany Siregar, Annisa I. Hafifa Siregar, Ira Nurdewita Sri Rejeki Sri Rezeki Sri Rezeki Stefanny, Stefanny Suci, Ratih Dwi Suma Pratama, Fani Suprapti, Ida Ayu Putri Tasya, Azraa Tiofanny, Claudie Vasly, Aurelia Widalicin Januarty Wijaya, Catherine Yatimin Yatimin