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All Journal J-MACC : Journal of Management and Accounting Bisman (Bisnis dan Manajemen): The Journal of Business and Management Adbis : Jurnal Administrasi dan Bisnis Jurnal Pengabdian Polinema Kepada Masyarakat Jurnal of Applied Business and Banking (JABB) Jurnal Pengabdian Kepada Masyarakat Innovative: Journal Of Social Science Research Sharing: Journal Of Islamic Economics, Management And Business Jurnal Pengabdian Kepada Masyarakat Ekopedia: Jurnal Ilmiah Ekonomi Jejak digital: Jurnal Ilmiah Multidisiplin Jurnal Ilmu Sosial dan Humaniora
Rena Feri Wijayanti
Jurusan Administrasi Niaga, Politeknik Negeri Malang
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Pengaruh Brand Love dan Brand Experience Terhadap Loyalitas Pelanggan pada Produk Glad2glow di Kota Malang Sinta Ardelia; Rena Feri Wijayanti; Farida Akbarina
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 2 No. 5 (2026): AGUSTUS-SEPTEMBER
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/baydm973

Abstract

This study aimed to analyze the influence of brand love and brand experience on customer loyalty toward Glad2Glow products in Malang City. Customer loyalty is an essential factor in maintaining business sustainability, particularly in the skincare industry, which is characterized by intense market competition. Therefore, companies need to understand the factors that contribute to building and sustaining customer loyalty. This study employed a quantitative approach using a survey method involving 100 Glad2Glow Moisturizer users selected through purposive sampling. The data were collected through questionnaires and analyzed with multiple linear regression with SPSS. The results indicated that brand love has a positive and significant effect on customer loyalty, Brand Experience also has a positive and significant effect on customer loyalty. Simultaneously, brand love and brand experience significantly influence customer loyalty. Future studies are recommended to include additional variables that may affect customer loyalty.
Pengaruh Kualitas Layanan dan Kepercayaan Merek Terhadap Retensi Pelanggan pada CV Yamaha Timbul Jaya Motor Kediri Yoga Dwi Feriyanto; Tri Yulistyawati Evelina; Rena Feri Wijayanti
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 2 No. 5 (2026): AGUSTUS-SEPTEMBER
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/v8tcm566

Abstract

The increasing competition in the motorcycle industry has encouraged companies to enhance their ability to retain customers. Customer retention is influenced by various factors, including service quality and brand trust. This study aims to analyze the effect of service quality and brand trust on customer retention at CV Yamaha Timbul Jaya Motor Kediri. This study employed a quantitative research approach. The population consisted of all customers of CV Yamaha Timbul Jaya Motor Kediri. The sampling technique used was purposive sampling, with a total of 100 respondents. Data were collected through questionnaires, while the data analysis techniques included instrument testing, classical assumption tests, multiple linear regression analysis, correlation analysis, coefficient of determination analysis, and hypothesis testing.  The results showed that service quality and brand trust had a very strong relationship with customer retention. The F-test indicated that the calculated F-value was greater than the F-table value (836.319 > 2.70), indicating that service quality and brand trust simultaneously had a significant effect on customer retention. The coefficient of determination (R²) was 0.945, indicating that 94.5% of the variation in customer retention could be explained by service quality and brand trust, while the remaining 5.5% was influenced by other factors not examined in this study.  Based on the findings, it can be concluded that service quality and brand trust have a positive and significant effect on customer retention at CV Yamaha Timbul Jaya Motor Kediri. Therefore, the company is advised to continuously improve its service quality by providing responsive, professional, and customer-oriented services, as well as strengthening customers' trust in the Yamaha brand by maintaining consistent product quality and after-sales services to enhance customer retention.
Pengaruh Karakteristik Merek dan Persepsi Merek terhadap Loyalitas Pelanggan Spotify Premium di Malang Raya M. Safrial Adisastra RS; Rena Feri Wijayanti; Yosi Afandi
Sharing: Journal of Islamic Economics Management and Business Vol. 5 No. 3 (2026): September, 2026
Publisher : Program Studi Ekonomi Syariah Fakultas Agama Islam Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/sharing.v5i3.62368

Abstract

Intensifying competition in the digital music streaming market compels Spotify to retain customers by strengthening its brand characteristics and brand perception. This study aims to analyze the influence of brand characteristics and brand perception on the loyalty of Spotify Premium customers in the Greater Malang area. A quantitative approach was employed, utilizing a survey of 90 Spotify Premium users selected through purposive sampling. Data were collected via online questionnaires and analyzed using SPSS through a series of statistical tests, including instrument testing, classical assumption testing, multiple linear regression, hypothesis testing, and the coefficient of determination. The results indicate that brand characteristics and brand perception have a positive and significant impact on customer loyalty, both individually and simultaneously. An Adjusted R-square value of 0.831 demonstrates that these two variables explain 83.1% of the variation in customer loyalty within the study sample. These findings underscore the importance of consistent brand characteristics and the cultivation of positive perceptions in retaining Spotify Premium customers in a consistent and sustainable manner amidst market competition.
Co-Authors Abdul Waris Achmad Zaini Afandi, Yosi Ahmad Fauzi Arif Alfaridzy Dasuqie Ayu Sulasari Berlian Putri Maghfiroh Dewi Jaiz Siangsari Drs. Joko Samboro DWI SURYANTO Erlangga Andi S Erlangga Andi Sukma Farida Akbarina Fatkhur Rochman Feliatra Fiorano Coren Qolbi Torana Ika Kusumasasti Izzatul Ulya Joni Dwi Pribadi Joni Dwi Pribadi Joni Dwi Pribadi Kartika Indah Permanasari Kun Mustain Lina Budiarti LINA BUDIARTI Lina Budiarti M. Safrial Adisastra RS Muhammad Iqbal Musthofa Hadi Nilawati Fiernaningsih Nurfauziah, Suci Rizky Kurniawan Murtiyanto Sanita Dhakirah Sanita Dhakirah Shinta M Trivena Shinta Maharani Trivena Sinta Ardelia Siti Rohani Tri Yulistyawati Evelina Tri Yulistyawati Evelina Ulfa Ayu Andira Yesy Putri Winarni Yoga Dwi Feriyanto Yulis Nurul Aini Zhulvardyan Armayrishtya ZK Abdurahman Baizal