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All Journal Niagawan Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah EQUILIBRIUM: Jurnal Ilmiah Ekonomi dan Pembelajarannya YUME : Journal of Management Journal of Education, Humaniora and Social Sciences (JEHSS) Jurnal Menara Ekonomi : Penelitian dan Kajian Ilmiah Bidang Ekonomi Jurnal Ilmiah Manajemen Kesatuan Pelita Masyarakat Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences International Journal Of Science, Technology & Management (IJSTM) Economics, Business and Management Science Journal Jurnal Ekonomi Jurnal Bisnis Mahasiswa International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) Proceedings of The International Conference on Business and Economics Journal of Artificial Intelligence and Digital Business Innovative: Journal Of Social Science Research Nanggroe: Journal Of Scholarly Service Nanggroe: Journal of Scholarly Service Journal of Innovative and Creativity Jurnal Penelitian Pendidikan Indonesia Management Studies and Business Journal International Journal of Economics, Business and Innovation Research
Indawati Lestari
Universitas Medan Area
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Journal : Economics, Business and Management Science Journal

 1 
Pengaruh Customer Relationship Marketing dan Customer Value terhadap Loyalitas Nasabah Bank Sumut Medan Harahap, Fatimah A. Rizki; Lestari, Indawati
Economics, Business and Management Science Journal Vol 5, No 1 (2025): Economics, Business and Management Science Journal, February
Publisher : Mahesa Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34007/ebmsj.v5i1.743

Abstract

This study aims to analyze the influence of Customer Relationship Marketing (CRM) and Customer Value on customer loyalty at Bank Sumut Medan. This study used primary data obtained from questionnaire answers distributed to 99 customer respondents. The research sample was selected by purposive sampling technique, while the number of samples was determined using the Slovin method. Data collection was carried out through physical questionnaires and Google Forms which were distributed to customers of PT. Bank of North Sumatra Medan Head Office. This study uses the multiple linear regression analysis method to test the relationship between variables. The results of the partial test show that Customer Relationship Marketing has a positive and significant effect on customer loyalty. Similarly, Customer Value has proven to positively and significantly influence customer loyalty. In addition, the results of simultaneous tests show that Customer Relationship Marketing and Customer Value together have a positive and significant effect on customer loyalty. The implications of this study confirm that an effective CRM strategy and increased Customer Value can increase customer loyalty. Therefore, Bank Sumut is advised to strengthen customer relationships through loyalty programs, more personalized services, and increased service value so that customers remain loyal to banking services.
Pengaruh Perilaku Kewirausahaan dan Karakteristik Individu terhadap Keberhasilan UMKM di Pasar Tradisional Putera B, Arsandy; Lestari, Indawati
Economics, Business and Management Science Journal Vol 5, No 2 (2025): Economics, Business and Management Science Journal, August
Publisher : Mahesa Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34007/ebmsj.v5i2.810

Abstract

The success of micro, small, and medium enterprises (MSMEs) does not only depend on profitability but also on entrepreneurial behavior and individual characteristics owned by business actors. This study aims to analyze the influence of these two factors on the success of MSMEs in the Sei Sikambing Traditional Market in Medan. The research method used was quantitative with a multiple linear regression approach, involving 55 traders as a sample. Data was collected through observations, questionnaires, and interviews, then analyzed using SPSS. The results showed that entrepreneurial behavior and individual characteristics simultaneously had a positive and significant effect on business success, with a contribution of 46.2%, while 53.8% was influenced by other factors. Individual characteristics such as tenacity, creativity, and adaptability have been proven to increase the competitiveness of MSMEs. Therefore, MSME actors need to improve their entrepreneurial skills and optimize individual characteristics to face increasing competitive market competition, especially in the era of digitalization.
Pengaruh Customer Experience dan E-Service Quality terhadap Loyalitas Pelanggan melalui Customer Satisfaction pada Pengguna Aplikasi Dana. Simatupang, Amrin Januarson; Lestari, Indawati
Economics, Business and Management Science Journal Vol 5, No 2 (2025): Economics, Business and Management Science Journal, August
Publisher : Mahesa Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34007/ebmsj.v5i2.838

Abstract

This study analyzes the effect of customer experience and e-service quality on customer loyalty through customer satisfaction for DANA application users in Medan Selayang District. With the increasing use of digital wallets, customer satisfaction is a major factor in building loyalty. This research uses a quantitative approach with a survey method. Data were collected through questionnaires and analyzed using Structural Equation Modeling (SEM). The results show that customer experience and e-service quality have a positive effect on customer satisfaction, which in turn increases customer loyalty. The findings confirm that user experience and e-service quality play an important role in retaining customers. The implications of this research can be a reference for digital wallet service providers, especially DANA, in improving user experience strategies and service optimization to increase customer loyalty.
Co-Authors Abrar, Mhd Fiqri Ahmad Prayudi Alfifto Amanda, Tiara Dwi Ari Prabowo Arrazia, Zia Beby Karina Fawzeea Sembiring Butar Butar, Ribka Sari Caroline Zane K Caroline Zane K Citra Indah Octavia Desy Astrid Anindya Dinda Khairunnisa, Dinda Endang Sulistya Rini Etty Sri Wahyuni Fadillah, Fauzan Finta Aramita Fitria Ramadhani Siregar Fitriani Tobing Gaol, Rinaldo Lumban H. Syahriandy Harahap, Fatimah A. Rizki Harefa, Zadarae Aurel Nadata Hasbiana Dalimunthe Henry Aspan Heppi, Heppi Hermina Christyka Manullang Hesti Sabrina Ihsan Effendi Irma Br Siregar Isfenti Sadalia Kezia Karina Perangin Angin Liana, Rika Marihot Manullang Martin Melisa Siahaan Mhd. Ansor Lubis Miftahuddin, Miftahuddin Mitra Musika MM, Khairunnisak Nasrullah Hidayat, Nasrullah Ngaliman Ngaliman Olivia, Vina Putera B, Arsandy Renaldo Parningotan Sinaga Saragih, Anggian Syahputra Savira, Shinta Aulia Sebayang, Devi Elsita Br Sihaloho, Rolika Sihotang, Santa Lolita Simatupang, Amrin Januarson Sitepu, Dora Wahyuni Br Siti Alhamra Salqaura Sonita, Dila Delvia Sugara Panangi Limbong Syahvira, Ayu Lia Teddi Pribadi Tohap Parulian Wan Rizca Amelia Wan Rizca Amelia, Wan Rizca Wan Suryani Wansuryani, Wansuryani Yanda, Gilang Azhari Zalika Umairah Zulia Rifda Daulay