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All Journal J-MACC : Journal of Management and Accounting Adbis : Jurnal Administrasi dan Bisnis Jurnal Pengabdian Polinema Kepada Masyarakat Jurnal Pengabdian Kepada Masyarakat Jurnal Pengabdian Kepada Masyarakat Ekopedia: Jurnal Ilmiah Ekonomi Jejak digital: Jurnal Ilmiah Multidisiplin
Tri Yulistyawati Evelina
Politeknik Negeri Malang
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Pengaruh Brand Image dan Online Customer Review Terhadap Niat Membeli Kembali pada Produk Pinkflash di Shopee Andira Velia Nastarina; Tri Yulistyawati Evelina
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/hwdb6562

Abstract

This study aims to analyze the influence of brand image and online customer reviews on the intention to repurchase Pinkflash products on Shopee, both partially and simultaneously. The study population consists of all followers of the Pinkflash Indonesia Official Shop on Shopee, totaling approximately 3.7 million accounts, with a sample of 100 respondents selected using purposive sampling. The study employed a quantitative approach, with data collected via a questionnaire and analyzed using multiple linear regression with IBM SPSS Statistics version The results indicate that both Brand image and Online customer reviews have a positive and significant effect, both individually and collectively, on the Repurchase intention for Pinkflash products on Shopee. The Online customer review variable had the most dominant influence on Repurchase intention. The coefficient of determination (R-squared) value of 0.665 indicates that 66.5% of the variation in Repurchase intention can be explained by these two variables, while the remainder is influenced by other factors outside the scope of this study. Future research is recommended to include additional variables, such as consumer trust, consumer satisfaction, product quality, or price, to gain a more comprehensive understanding of the factors influencing Repurchase intention.
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 Customer Experience dan E-Service Quality Terhadap Kepuasan Pelanggan pada Pengguna Aplikasi PLN Mobile Andhika Reyhant Ramadhan; Rizky Kurniawan Murtiyanto; Tri Yulistyawati Evelina
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 2 No. 3 (2026): JULI-SEPTEMBER
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/95a63215

Abstract

Advances in information technology have driven PT PLN (Persero) to undertake a digital transformation through the PLN Mobile app, a fast, easy, and efficient platform for electricity services. However, there are still customer complaints regarding delays in power outage information, unresponsive notifications, and the length of time it takes to resolve complaints, all of which can affect customer satisfaction. This study aims to analyze the influence of Customer Experience and E-Service Quality on customer satisfaction among users of the PLN Mobile App at PT PLN (Persero) ULP Kota Batu. This study employs a quantitative approach using a survey method. Data were collected via a Google Forms questionnaire from 100 respondents who are customers of PT PLN (Persero) ULP Kota Batu and have used the PLN Mobile App, using purposive sampling. Data analysis was performed using IBM SPSS Statistics 25 through descriptive analysis, validity and reliability tests, classical assumptions, multiple linear regression, the coefficient of determination, t-tests, and F-tests. The results of the study indicate that Customer Experience has a positive and significant effect on customer satisfaction (t-value = 4.901; sig. = 0.000), as does E-Service Quality (t-value = 3.199; sig. = 0.002). Simultaneously, both variables have a positive and significant effect on customer satisfaction (F-calculated = 57.290; sig. = 0.000) with an R-squared of 0.542. Thus, Customer Experience and E-Service Quality play a crucial role in enhancing customer satisfaction among users of the PLN Mobile app.
Co-Authors Ahmad Fauzi Ahmad Fauzi Andhika Reyhant Ramadhan Andira Velia Nastarina Ayu Sulasari Ayu Sulasari Baroroh Lestari DWI SURYANTO Eko Boedhi Santoso Ellyn Eka Wahyu Erlangga Andi Sukma Farida Akbarina Feliatra Ita Rifiani Permatasari Joni Dwi Pribadi Kartika Indah Permanasari Kun Mustain LINA BUDIARTI Moh. Charits Moh. Charits Charits Nilawati Fiernaningsih R. Sugeng Basuki Radhia Jatu Noviarsita Sakti Rena Feri Wijayanti Rizky Kurniawan Murtiyanto Sanita Dhakirah Shinta Maharani Trivena Siti Nurbaya Suselo Utoyo Yoga Dwi Feriyanto Yosi Afandi Yulis Nurul Aini