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All Journal Jurnal Teknoin J@TI (TEKNIK INDUSTRI) Jurnal Rekayasa Sistem Industri OPSI Sinergi Semesta Teknika OPERATION EXCELLENCE: Journal of Applied Industrial Engineering Seminar Nasional Teknologi Informasi Komunikasi dan Industri Abdimas Universal Abdimas Galuh : Jurnal Pengabdian Kepada Masyarakat Jurnal Infomanpro Jurnal Pengabdian Mandiri Jurnal AKAL: Abdimas dan Kearifan Lokal JURNAL TEKNIK INDUSTRI JURNAL ABDI MASYARAKAT INDONESIA (JAMIN)
Dian Mardi Safitri
Universitas Trisakti
Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Mechanical Engineering Nursing Public Health Social Sciences Transportation Other

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Journal : OPERATION EXCELLENCE: Journal of Applied Industrial Engineering

 1 
The influence of service quality on customer satisfaction in maintaining loyalty at Coco SPBU in Medan City Purba, Ines Adewinda; Surjasa, Dadang; Safitri, Dian Mardi
Operations Excellence: Journal of Applied Industrial Engineering Vol. 16, No. 2 (2024): OE July 2024
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/oe.2024.v16.i2.115

Abstract

Nowadays, more and more people use private vehicles, resulting in an increase in the number of vehicles and also fuel consumption. Customer satisfaction is one of the factors that influences customer loyalty. Customer loyalty is an indicator of success in making customers interested in using services or products again. The aim of this research is to determine the factors that influence service quality on customer satisfaction and loyalty at COCO gas stations in Medan City, North Sumatra. This research is quantitative research. The data analysis method used is Structural Equation Modeling-Partial Least Square (SEM-PLS) Smart PLS software version 4. The population in this study are customers at COCO gas stations in Medan City, North Sumatra. This research uses a questionnaire data collection technique with a sample of 100 respondents, which contains 18 indicator questions that can represent an assessment of gas station services. From this research, the results show that there is a significant influence on physical evidence and power on customer satisfaction, as well as customer satisfaction on customer loyalty.
Analysis of factors influencing customer satisfaction dkriuk fried chicken serua using PLS-SEM Mahardika, Dikki; Surjasa, Dadang; Safitri, Dian Mardi
Operations Excellence: Journal of Applied Industrial Engineering Vol. 15, No. 2, (2023): OE July 2023
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/oe.2023.v15.i2.081

Abstract

One of the food menus that can be eaten at every meal is fried chicken. As the fried chicken franchise culinary business grows in the Jabodetabek area, trade competition to win the hearts of consumers is getting higher. Dkriuk Fried Chicken (DFC) Serua is a fried chicken culinary business. Understanding consumer needs is very important because a culinary business needs regular customers to survive. The decrease in the chicken frying business and the existence of similar business competition around the location need to be researched. This study aimed to determine the effect of price, product, service and relationship management with customers on customer satisfaction. The analysis was carried out partially on each variable. This study conducted a correlation test between variables using the PLS-SEM approach using SmartPLS version 3. Based on the data obtained by distributing questionnaires to 76 DFC Serua consumers who came directly, the analysis of the relationship between variables was obtained. Product variables have a significant influence on customer satisfaction. Price has a significant influence on customer satisfaction. Service has no significant effect on customer satisfaction. Relationship management with customers has no significant effect on customer satisfaction.
Co-Authors A.A. Ketut Agung Cahyawan W Adi Sucipto, Adi Amal Witonohadi Amal Witonohadi Arnes Faradilla Aston Benedict Wartono Audinia Angraeni Aulia Putri Nurieta Awod, Usamah Makky Ayu Rachma Astriaty Ayu Rachma Astriaty Azizah Nurul Hanifati Bambang Cholis Dadang Surjasa, Dadang Daisman Aji Daisman Aji Deris Arcelwan Faradilla, Arnes Fitriana, Rina Fransiskus Alexander Harum Yuniarti Harumi Yuniarti Ika Wahyu Utami Indah Permata Sari Janes Rivai Johan Andry Yahya Kevin Salsia Larasati Rizky Putri Lydia Sari Lydia Sari Mahardika, Dikki Martino Luis Metty Soletri Muhamad Yusuf Fadhilah Najih, Muhammad Nataya C. Rizani Nataya Charoonsri Rizani Nataya Charoonsri Rizani Ni Putu Githa Gayatri Prema Mahadevi Nilla Nilla Nilla, Nilla Nimatur Rohmah Nora Azmi NOVIA RAHMAWATI Novia Rahmawati Parwadi Moengin Parwadi Moengin Prita Ayu Wulandari Pudji Astuti PUDJI ASTUTI Purba, Ines Adewinda Putri, Larasati Rizki Ranny Dwi Anggraini Ranny Dwi Anggraini, Ranny Dwi Ratna Mira Yojana Rina Fitriana Rina Fitriana Rizki Nurul Fathia Sally Cahyati Salsia, Kevin Samy Natsir Alwinny Sarah Ashary Aznam Shumaesi, Rifdah Sucipto Adi Suwiryo Sumiharni Batubara Winnie Septiani Yunia Ningsih Yunia Ningsih