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The effect of service quality and food quality on repurchase intention with customer satisfaction as a mediation variable Faizah, Nurul; Abror
Marketing Management Studies Vol. 3 No. 4 (2023): Marketing Management Studies
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/mms.v3i4.417

Abstract

The purpose of this study was to analyze the extent to which the influence of service quality and food quality and brand image on repurchase intentions, with satisfaction as a mediating variable for Richese Factory Transmart Padang consumers who are not known with certainty. In this study, a sample of 230 respondents was used using a purposive sampling method. The analysis technique used in SEM analysis uses smart PLS4. The results of the study are (1) service quality has a significant effect on repurchase intention at Richeece Factory Transmart Padang City. (2) service quality has a significant effect on Customer Satisfaction at Richeece Factory Transmart Padang City. (3) Food quality has a significant effect on customer satisfaction at Richeece Factory Transmart Padang City. (4) Food quality has a significant effect on repurchase intention at Richeece Factory Transmart, Padang City. (7) Customer Satisfaction has a significant effect on repurchase intention at Richeece Factory Transmart, Padang City.
The effect of perceived value, customer satisfaction, and customer trust on customer retention Dani, Rahma; Abror
Marketing Management Studies Vol. 4 No. 1 (2024): Marketing Management Studies
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/mms.v4i1.429

Abstract

This study aims to analyze how the effect of perceived value, customer satisfaction, customer trust on customer retention of tokopedia customers in padang city. This reserach was conducted using quantitative methods. The population this study are customers who have used to Tokopedia site in the last 2 months. The research sample is 150 respondents. This study uses a structural equation model (SEM) test with smart PLS software as a data analysis tool. The results of this study found that: (1) Perceived value has a positive and significant effect on tokopedia’s customer retention (2) Perceived value has a positive and significant effect on tokopedia customer satisfaction (3) Customer satisfaction has a positive and significant effect on tokopedia’s customer retention (4) Customer satisfaction has a positive and significant effet on tokopedia’s customer trust (5) Customer trust has a positive and significant effect on tokopedia’s customer retention.
WHAT DRIVES LOYALTY IN THE DIGITAL HOUSING MARKET? INSIGHTS FROM SOCIAL MEDIA MARKETING, CUSTOMER EXPERIENCE, AND PAYMENT EASE AMONG FIRST-TIME BUYERS Abror; Yacob, Syahmardi; Dahmiri
Journal of Business Studies and Management Review Vol. 9 No. 1 (2025): JBSMR, Vol 9 No.1 December 2025
Publisher : Management Department, Faculty of Economics and Business, Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jbsmr.v9i1.51083

Abstract

This study examines the influence of Social Media Marketing, Purchase Experience, and Ease of Payment on Customer Satisfaction and Customer Loyalty among first-time homebuyers in Jambi City. As digitalization accelerates across Indonesia’s property sector, consumers rely increasingly on social media for information, and digital payment technologies have transformed transaction processes. A mixed-methods approach was adopted, combining quantitative analysis using Partial Least Squares Structural Equation Modeling (PLS-SEM) on 215 respondents with qualitative insights gathered through a Focus Group Discussion (FGD) involving property developers, banking institutions, industry associations, academics, and local government representatives. The findings indicate that all three exogenous variables significantly affect customer satisfaction and loyalty. Social media marketing enhances consumer trust through transparent digital information, while purchase experience significantly shapes satisfaction through responsive communication, clarity of administrative processes, and personalized assistance. Ease of payment emerges as the most influential driver of satisfaction, highlighting the rising consumer expectation for simplified, secure, and digitized mortgage and payment procedures. Customer satisfaction mediates the effects of the three exogenous variables on loyalty, demonstrating that emotional comfort and trust are key determinants of long-term consumer commitment. These findings provide strategic implications for property developers, financial institutions, and policymakers in strengthening marketing, service quality, and digital transformation within Indonesia’s evolving property market.
Emotional Exhaustion and Family Support in the Link Between Transactional Leadership and Crew Retention Nazarwin; Rusdi, Rino; Abror; Putra, Riki Wanda
Ilomata International Journal of Management Vol. 7 No. 2 (2026): April 2026
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v7i2.1993

Abstract

This study examines how transactional leadership (TL) influences the retention intention (RI) of Indonesian seafarers through the mediating role of emotional exhaustion (EE) and the moderating effect of family support (FS). The research uses the Job Demands–Resources (JD–R) model to explain how excessive supervision, strict compliance, and punitive control can increase psychological strain and emotional fatigue. Data were collected from 298 crew members working on medium-sized vessels operated by national shipping companies and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results show that TL positively affects EE (β = 0.292, p < 0.001) and indirectly reduces RI (β = 0.037, p = 0.018), while maintaining a direct positive impact on RI (β = 0.317, p < 0.001). EE partially mediates the TL–RI relationship, suggesting that emotional fatigue can lead to “forced retention” driven by family and financial obligations. FS has a strong positive influence on RI (β = 0.576, p < 0.001) and moderates the EE–RI link (β = 0.102, p = 0.007), indicating its buffering role against emotional strain. Overall, the study highlights that balancing transactional leadership with supportive resources and structured recovery policies is crucial for sustaining crew retention in the maritime industry.
Co-Authors Dahmiri Dani, Rahma Nazarwin NURUL FAIZAH Putra, Riki Wanda Rino Rusdi, Rino Syahmardi Yacob