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PENGARUH KUALITAS PELAYANAN DAN PROMOSI PENJUALAN TERHADAP KEPUASAN PENGUNJUNG PLAYTOPIA DI SUN PLAZA KOTA MEDAN Purba, Mery Lani; Zai, Febi Ferlina; Hutagalung, Yuni Lestina; Nainggolan, Putri Natalia; Tanjung, Povi Andriani; Duha, Penita Hati
JURNAL MUTIARA MANAJEMEN Vol 10 No 2 (2025): Jurnal Mutiara Manajemen
Publisher : UNIVERSITAS SARI MUTIARA INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51544/jmm.v10i2.6466

This research aims to determine the partial and simulanous effects of service quality and sales promotions on customer satisfaction at Playtopia in Sun Plaza, Meadn City. A quantitative approach was used as the research methodology. The population of this study consisted of visitors to Playtopia in Sun Plaza, with a sample size of 97 respondents. The analysis findings indicate that, in the partial test, visitor satisfaction is significantly and positively influenced by the factors of service quality and sales promotions. This results of the study indicate that: (1) the service quality variable has a positive and significant effect on visitor satisfaction, with a t-count of 15.532 > t-table of 1.989 and a significance level of 0.01 < 0.05; (2) the sales promotion variable has a positive and significant effect on visitor satisfaction, with a t-count of 3.597 > t-table of 1.989 and a significance level of 0.01 < 0.05. Futhermore, the analysis shows that service quality and sales promotions simultaneously have a positive and significant effect on visitor satisfaction at Playtopia in Sun Plaza, Medan City, as indicated by an F-count of 43.789 > F-table of 3.09 at a significance level of 0.01 < 0.05. based on the coefficient of determination (R2), the two indepnedent factors of service quality and sales promotions account for 0.482 or 48.2% of the variation in the visitor satisfaction variable, while the remaining 51.8% is influenced by other variables not examined in this study.

BERBAGI KASIH SEBAGAI WUJUD KEPEDULIAN SOSIAL Tohonan Silalahi; Purba, Mery Lani Br; Elisabeth Tambunan; Marupa Siregar; Santi Rizki; Berkat Timoty Pasaribu; Yuni Kristiani Ndruru; Victoria Of Marsinta Tamba; Tiara J. Aritonang; Lelisriyanti Hulu
Jurnal Abdimas Mutiara Vol. 7 No. 1 (2026): JURNAL ABDIMAS MUTIARA
Publisher : Universitas Sari Mutiara Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51544/jam.v7i1.6725

Latar Belakang: Kegiatan pengabdian kepada masyarakat ini merupakan implementasi nyata dari mata kuliah Bisnis Internasional terkait konsep Corporate Social Responsibility (CSR) serta meningkatnya tantangan ekonomi yang berdampak pada Masyarakat prasejahtera. Tujuan: Meningkatkan rasa toleransi dan kepedulian, dan solidaritas sosial tanpa membedakan latar belakang, serta mengikis sikap apatis di kalangan mahasiswa. Metode: Kegiatan ini berupa aksi terjun langsung dengan membagikan paket makan malam di sepanjang jalan di daerah Kelurahan Dwikora Kota Medan pada tanggal 14 November 2025. Hasil: Bantuan fisik berupa pangan berhasil meringankan beban harian pemulung dan tunawisma, sekaligus memberikan dampak psikologis berupa peningkatan kepekaan sosial mahasiswa dan menciptakan hubungan sosial yang harmonis dengan warga sekitar. Kesimpulan: Kegiatan berbagi kasih ini efektif memperkuat persatuan bangsa dan solidaritas soail melalui Langkah nyata yang mendapat respon positif dari Masyarakat dan pihak Kelurahan Dwikora.

Identifying Brand Influencer and FOMO Marketing: Strategies Through Smart Buying Decision to Counter Impulsive Buying of Skincare Products Lani Purba, Mery; Tambunan, Elisabeth; Siregar, Marupa; Angelia Pasaribu, Dian; Ezer Sopater Saragih, Eben
International Journal of Educational Review, Law And Social Sciences (IJERLAS) Vol. 6 No. 1 (2026)
Publisher : CV. RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.19222430

The skincare industry has experienced rapid growth, with an increasing number of consumers becoming more concerned about their skin health and beauty. This study examines the impact of influenced brand marketing strategies and the fear of missing out (FoMO) on impulsive purchases of skincare products, considering the mediating role of smart purchasing decisions. The uniqueness of this study lies in testing the interaction between psychological factors, such as FoMO with the influence of influencers as well as the level of consumer rationality in the ever-evolving beauty market. Using an explanatory quantitative research design, data were collected through questionnaires from 216 millennial and Gen Z consumers in Medan. Data analysis was performed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that brand influencers have a positive and significant effect on smart purchasing decisions, but do not have a direct effect on impulsive purchasing. Conversely, FoMO proved to be a very strong and significant driver of impulsive buying, while also negatively affecting consumers’ ability to make smart purchasing decisions. It was found that smart purchasing decisions did not act as a mediator in the relationship between brand influence and impulsive buying.

Marketing Management and Consumer Behavior Perspective on Customer Satisfaction: The Role of Service Quality and Brand Image in Modern Retail Purba, Mery Lani; Hutagalung, Yuni Lestina; Tambunan, Elisabet; Purba, Roberto Roy
Vifada Management and Social Sciences Vol. 3 No. 2 (2025): July - December
Publisher : Yayasan Vifada Cendikia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70184/t7fv0w69

This study examines the determinants of customer satisfaction in modern retail by analyzing the roles of service quality and brand image within a competitive Indonesian context. The research aims to evaluate the partial and simultaneous effects of these variables on customer satisfaction while highlighting their complementary contributions. A quantitative explanatory approach was employed using a cross-sectional survey of 100 customers at a modern retail outlet in Medan. Data were collected through structured questionnaires and analyzed using multiple linear regression with visit frequency as a control variable. The findings reveal that service quality and brand image both have positive and statistically significant effects on customer satisfaction, with brand image demonstrating a relatively stronger influence. Simultaneously, both variables explain a substantial proportion of variance, indicating that customer satisfaction is shaped by the integration of functional service performance and symbolic brand perceptions. This study implies that retail firms must adopt integrated strategies that enhance service delivery while strengthening brand credibility and emotional engagement. The novelty lies in combining service quality and brand image within a single empirical model at the retail outlet level while incorporating behavioral control variables, offering a more holistic and context-specific understanding of customer satisfaction in modern retail environments today.

PENGARUH KUALITAS PELAYANAN DAN PREMI TERHADAP KEPUASAN PESERTA DI BPJS KESEHATAN KANTOR CABANG SIBOLGA Tambunan, Elisabet; Purba, Mery Lani; Silalahi, Tohonan; Hutagalung, Maria
JURNAL MUTIARA MANAJEMEN Vol 10 No 1 (2025): Jurnal Mutiara Manajemen
Publisher : UNIVERSITAS SARI MUTIARA INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar

This research aims to ascertain how participant satisfaction at the BPJS (Social Security Administration) Health Office, Sibolga Branch, is impacted by service quality and premiums. Partially and concurrently, the impacts of premiums and service quality on participant satisfaction are examined. Quantitative research is the research methodology employed. Through a survey method, questionnaires were given directly to BPJS Health participants at the Sibolga Branch in order to collect data. 99 BPJS Health employees from the Sibolga Branch make up the study's sample. The analysis methods employed include validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing. The results of the study indicate that: (1) the service quality variable has a positive and significant effect on participant satisfaction, with a value of 9.113; (2) the premium variable has a positive and significant effect on participant satisfaction, with a value of 3.629; (3) the service quality and premium variables simultaneously have a positive and significant effect, with a value of 68.931; (4) based on the coefficient of determination (R²), the value is 0.590 or 59%, while the remaining 41% is influenced by other variables not examined in this study, such as location, promotion, and others.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI PENJUALAN TERHADAP KEPUASAN PENGUNJUNG PLAYTOPIA DI SUN PLAZA KOTA MEDAN Purba, Mery Lani; Zai, Febi Ferlina; Hutagalung, Yuni Lestina; Nainggolan, Putri Natalia; Tanjung, Povi Andriani; Duha, Penita Hati
JURNAL MUTIARA MANAJEMEN Vol 10 No 2 (2025): Jurnal Mutiara Manajemen
Publisher : UNIVERSITAS SARI MUTIARA INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar

This research aims to determine the partial and simulanous effects of service quality and sales promotions on customer satisfaction at Playtopia in Sun Plaza, Meadn City. A quantitative approach was used as the research methodology. The population of this study consisted of visitors to Playtopia in Sun Plaza, with a sample size of 97 respondents. The analysis findings indicate that, in the partial test, visitor satisfaction is significantly and positively influenced by the factors of service quality and sales promotions. This results of the study indicate that: (1) the service quality variable has a positive and significant effect on visitor satisfaction, with a t-count of 15.532 > t-table of 1.989 and a significance level of 0.01 < 0.05; (2) the sales promotion variable has a positive and significant effect on visitor satisfaction, with a t-count of 3.597 > t-table of 1.989 and a significance level of 0.01 < 0.05. Futhermore, the analysis shows that service quality and sales promotions simultaneously have a positive and significant effect on visitor satisfaction at Playtopia in Sun Plaza, Medan City, as indicated by an F-count of 43.789 > F-table of 3.09 at a significance level of 0.01 < 0.05. based on the coefficient of determination (R2), the two indepnedent factors of service quality and sales promotions account for 0.482 or 48.2% of the variation in the visitor satisfaction variable, while the remaining 51.8% is influenced by other variables not examined in this study.

The Effect of Service Quality and Corporate Image on Customer Loyalty: The Mediating Role of Customer Satisfaction Elisabet Tambunan; Mery Lani Purba; Marupa Siregar; Roberto Roy Purba; Hanna Khan; Anastasia Manalu
Journal of Economics, Entrepreneurship, Management Business and Accounting Vol 4 No 2 (2026): Volume 4, Issue 2, March 2026
Publisher : CV. Sakura Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61255/jeemba.v4i1.852

Purpose: This study examines the effects of service quality and corporate image on customer loyalty, with customer satisfaction as a mediating variable, in the banking sector in North Sumatra, Indonesia. The study is grounded in SERVQUAL theory, Expectation-Confirmation Theory (ECT), and Relationship Marketing Theory to explain the mechanisms of loyalty formation. Design/methodology/approach: A quantitative explanatory design was employed using a cross-sectional survey of 210 active bank customers selected through purposive sampling. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) to test both direct and indirect relationships among the constructs. Findings: The results indicate that service quality has a significant positive effect on customer loyalty (β = 0.393) and customer satisfaction (β = 0.795). Corporate image significantly influences customer satisfaction (β = 0.343) but does not directly affect customer loyalty (β = −0.043). Customer satisfaction significantly affects customer loyalty (β = 0.182). Mediation analysis shows that customer satisfaction does not mediate the relationship between service quality and customer loyalty, but significantly mediates the relationship between corporate image and customer loyalty. Research implications/limitations: This study contributes to theory by demonstrating that customer satisfaction acts as a selective mediator, distinguishing between functional and perceptual antecedents of loyalty. However, the cross-sectional design, regional sample, and reliance on self-reported data limit generalizability and causal inference.

Branding taman bacaan masyarakat STM Al-Hijrah: strategi pemasaran untuk meningkatkan minat baca masyarakat Desa Tembung Mery Lani Purba; Elisabet Tambunan; Santi Rizki; Rani Goyet Sinaga; Febriwan Hulu; Kristina Uli Sihotang; Wujutkan Harefa
SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Vol 10, No 2 (2026): April
Publisher : Universitas Muhammadiyah Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31764/jpmb.v10i2.37682

Abstrak Minat baca dan tingkat literasi masyarakat Indonesia yang masih rendah menjadi tantangan utama yang memerlukan adanya kolaborasi. Taman Bacaan Masyarakat (TBM) STM Al-Hijrah di Desa Tembung menghadapi kendala yang sama. Hal ini ditandai dengan fasilitas yang masih sederhana, koleksi buku yang terbatas, khususnya untuk remaja dan dewasa, serta minimnya kegiatan literasi yang terjadwal. Kegiatan ini bertujuan untuk mengimplementasikan strategi branding melalui program KKN Tematik Literasi untuk mentransformasi TBM menjadi pusat kegiatan berliterasi yang menarik dan meningkatkan minat baca masyarakat. Metode pengabdian yang dilaksanakan selama 23 hari efektif ini mencakup dua strategi utama yaitu internal branding berfokus pada perbaikan produk melalui pendataan, pengelolaan, dan penataan ulang area TBM agar lebih nyaman. Selanjutnya external branding berfokus pada pemasaran melalui kegiatan literasi kreatif yang terjadwal (membaca nyaring, cerdas mengulas buku), kunjungan literasi ke sekolah, dan digital branding melalui glorifikasi kegiatan di media sosial. Hasil dari strategi ini menunjukkan keberhasilan yang signifikan, dibuktikan dengan peningkatan jumlah pengunjungan harian TBM dari rata-rata 5 orang menjadi 10-15 orang, peningkatan status akreditasi TBM dari C menjadi A, serta terbangunnya sinergi baru antara TBM, sekolah, dan masyarakat. Kegiatan ini juga berdampak psikologis yang positif berupa peningkatan kepercayaan diri dan kemampuan berbicara di depan umum melalui kegiatan Apresiasi Literasi tingkat desa berupa lomba story telling untuk memberikan panggung dan penghargaan bagi anak-anak. Implementasi strategi branding dan pemasaran ini terbukti efektif dalam meningkatkan citra, layanan, dan dampak TBM STM Al-Hijrah. Kata kunci: branding; strategi pemasaran; taman bacaan masyarakat; minat baca; kkn tematik literasi. Abstract The low reading interest and literacy rate among Indonesians present a primary challenge that necessitates collaborative intervention. The STM Al Hijrah Community Reading Center in Tembung Village encounters similar constraints. This is characterized by rudimentary facilities, a limited book collection particularly for adolescents and adults, and a scarcity of scheduled literacy activities. This initiative aims to implement a branding strategy through the Thematic Literacy Community Service Program (KKN) to transform the TBM into an engaging literacy activity center and enhance public reading interest. The community service method, conducted over 23 effective days, encompassed two primary strategies: internal branding, focusing on "product" improvement through data collection, management, and reorganization of the TBM area to enhance comfort; and external branding, which focused on "marketing" through scheduled creative literacy activities (such as Read-Aloud sessions and "Smart Book Reviews"), literacy visits to schools, and digital branding via the glorification of activities on social media. The results of this strategy indicated significant success, evidenced by an increase in daily TBM visitors from an average of 5 to 10-15 people, an improvement in the TBM's accreditation status from C to A, and the establishment of new synergies among the TBM, schools, and the community. This activity also has a positive psychological impact in the form of increased self-confidence and public speaking skills through village level Literacy Appreciation activities in the form of storytelling competitions to provide a stage and awards for children. The implementation of this branding and marketing strategy proved effective in enhancing the image, services, and impact of the STM Al-Hijrah TBM. Keywords: branding; marketing strategy; community reading center; reading interest; thematic literacy community service program.

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