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Oktaviani, Nurul
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The Effect of Service Quality, Perceived Value, and Customer Satisfaction on Loyalty and Word of Mouth (WOM) Oktaviani, Nurul; Chairun Nisa, Puspita
International Journal of Economics, Management and Accounting (IJEMA) Vol. 1 No. 9 (2024): February
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v1i9.107

Abstract

The main objective of this research is to fill the knowledge gap in service quality from the perspective of customer satisfaction, perceived value, customer loyalty, customer satisfaction and Word of Mouth (WOM) so that this research is expected to contribute to the scientific level of marketing management by developing a theoretical understanding that both regarding the variables studied and it is hoped that it can also provide positive managerial implications for the implementation of marketing strategies in the service sector, especially banking, in increasing customer satisfaction. The sampling method used in this research is non-probability sampling with purposive sampling technique. Data collection was carried out by distributing online questionnaires to 145 BRI customer respondents domiciled in DKI Jakarta aged 18 - 60 years and who had carried out direct banking transactions at the bank at least twice in the last 3 months. The analytical method used is Structural Equation Modeling (SEM) with the Partial Least Square (PLS) technique using statistical software. The results can be concluded that service quality can influence customer satisfaction in using BRI bank. The perceived value factor also drives customer satisfaction. Customer satisfaction can influence customer loyalty to use BRI bank and customer loyalty can influence Word of Mouth (WOM) of BRI bank customers. This certainly benefits the business owner and creates company success in the long term.
STUDI KELAYAKAN PENDIRIAN INDUSTRI PERMEN JELLY DARI UBI CILEMBU PADA PT GUMMY GEMBIRA Nainggolan, Willyana Tri Andini; Awanis, Zatalini; Setiawan, Ahmad Dwi; Oktaviani, Nurul; Ariyanto, Krisna; Aviliano, Avil; Yogautami, Radya; Sylvia, Teny; Devita, Wilda Harlia
Journal of Industrial Engineering & Technology Innovation Vol. 3 No. 2 (2025): Journal of Industrial Engineering & Technology
Publisher : LENVARI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61105/jieti.v3i2.351

Abstract

Cilembu sweet potato, a leading Indonesian commodity with natural sweetness and distinctive aroma, has potential to be processed into value-added jelly candies. This study aims to assess the feasibility of developing a Cilembu sweet potato-based jelly candy industry from technical, market, management, location, and economic-financial aspects. The method used is an industrial feasibility study with a descriptive-analytical approach, utilizing primary data on production capacity, machinery requirements, and layout, as well as secondary data from literature and industry standards. Results show a daily production of 115,586 units, COGS of IDR 1,604 per unit, selling price of IDR 2,000 per unit, and profit of IDR 385 per unit. Total fixed costs reach IDR 1.53 billion per month and variable costs IDR 3.33 billion per month. Financial projections indicate a positive net cash flow of IDR 13.26 billion, ROI 24.86%, NPV IDR 84.27 billion, IRR 24%, and B/C ratio 1.9. The project is feasible technically, commercially, and financially, providing added value to local products.
Co-Authors Amalia, Norma Riska Arinda Putri, Rolia Ariyanto, Krisna Aviliano, Avil Awaludin, Aceng Ali Awanis, Zatalini Azizah, Ula Br Karo, Nandira Danasasmita, Windi Matsuko Devita, Wilda Harlia Dini, Rona Rohmah Dondin Sajuthi Erni Sulistiawati Fajarwati, Adinda Humaira, Annisa Ibrahim, Sarah Januarti, Andini Jodion Siburian Mahmud, Zayyan Shohib El Muthmainnah, Sinta Shofiyatul Nadya Putri Nainggolan, Willyana Tri Andini Nisa, Puspita Chairun Orva Linnisa, Verlin Patimah, Iin Permadi, Hendro Putri, Mega Amalia Putri, Zulfitra Utami Qolbi, Silvi Sofiatul Remaopdea Putri, Hafizah Rohmah, Ratna Afiah Awwalu Ryanto, Syifa Sajuthi, Cucu K Setiawan, Ahmad Dwi Shalehati, Fitriya Sulistiya, Eulis Sylvia, Teny Tia Wulandari Viska Levindra, Nadia Winda Dwi Kartika, Winda Dwi Yogautami, Radya Yusuf, Saadah Rizqy Baharuddin