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All Journal Journal of E-business and Management Science
Sri Komalasari
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Effect of Service Quality and Price on Customer Loyalty Leny Skincare Mega Indri Nurwati; Winanti; Adella; Fida Maulida Natswa; Ilham Sidiq; Sri Komalasari
Journal of E-business and Management Science Vol. 4 No. 1 (2026): June 2026
Publisher : PT. BERBAGI TEKNOLOGI SEMESTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61098/jems.v4i1.216

Abstract

The emergence of consumer dissatisfaction is indicated by customer complaints after performing beauty treatments at Leny Skincare. The purpose of this study was to determine the effect of service quality and price on Leny Skincare customer loyalty. The method used in this research is quantitative method. The population in this study were Leny Skincare Citra Raya customers who performed treatments totaling 120 consumers, then the sample in this study was determined using the Slovin formula with 92 respondents. The data collection technique used is a questionnaire method at the Leny Skincare Citra Raya beauty clinic. The data analysis method uses descriptive analysis, namely validity test, reliability test, classical assumption test, correlation test, determination coefficient test, regression test, and hypothesis testing using SPSS version 29.0. The results of the correlation test of service quality and price on customer loyalty were obtained at 0.858, which means that the relationship is simultaneously very strong. Based on the results of the coefficient of determination of service quality and price on customer loyalty, the value of R 2 is 0.737, which means that the coefficient of determination of service quality and price variables simultaneously affects customer loyalty by 73.7%. Based on the results of the t test, it can be concluded that service quality and price partially affect customer loyalty. Then from the results of the F test it can be concluded that there is a simultaneous significant influence between the variables of service quality and price on customer loyalty. Keywords: Service Quality, Price, and Customer Loyalty
Analysis of the Influence of Digital Marketing, Customer Relationship Management, and Brand Loyalty on Purchase Decisions in E-commerce XYZ Ariadin Nurfy; winanti; Sri Komalasari; Eva Sopianti Eva Sopianti4
Journal of E-business and Management Science Vol. 4 No. 1 (2026): June 2026
Publisher : PT. BERBAGI TEKNOLOGI SEMESTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61098/jems.v4i1.218

Abstract

The purpose of this research is to examine how digital marketing, customer relationship management (CRM), and brand loyalty influence purchasing decisions made on the XYZ e-commerce platform. This is due to the increasing competition in the e-commerce industry, which demands companies to understand the components that influence consumer decisions. By using e-commerce, digital marketing and CRM become two important strategies to enhance interaction and build long-term relationships with customers. Meanwhile, brand loyalty serves to encourage repeat purchases and customer loyalty towards the brand. For this research, we used a survey method involving 200 active XYZ e-commerce users. The influence of each variable on purchasing decisions was determined through multiple regression data analysis. The research results show that Brand Loyalty has a stronger and more significant influence on customer purchasing decisions, while Digital Marketing and CRM have a positive and significant influence on purchasing decisions. The results indicate that, to enhance brand loyalty and drive consistent purchasing decisions in XYZ e-commerce, digital marketing and CRM strategies must work well together.
Co-Authors Adella Ariadin Nurfy Eva Sopianti Eva Sopianti4 Fida Maulida Natswa Ilham Sidiq Mega Indri Nurwati Winanti