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All Journal Jurnal Media Informasi Manajemen International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Mutiara: Multidiciplinary Scientifict Journal Journal of Business Management
beby karina fawzeea
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Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mathematics Mechanical Engineering Social Sciences

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ANTECEDENTS OF CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY AT SHELL JAKARTA GAS STATION Moudy Fitria Respati; Beby Karina Fawzeea; Yeni Absah
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 4 No. 9 (2025): AUGUST
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v4i9.873

Abstract

The high demand for fuel oil (BBM) in Indonesia, which is dominated by the transportation sector, encourages Shell gas stations to innovate in their services and product quality. Although Shell gas stations are known for their good reputation, fuel quality issues at Pertamina gas stations, such as adulteration, have made many customers switch to Shell. This study shows that customers are increasingly considering fuel quality and customer service in choosing gas stations, and the challenges faced in the Shell Go+ loyalty program are important factors in retaining customers in a competitive market. This study aims to determine and analyze the effect of brand image and customer experience on customer loyalty with customer satisfaction as an intervening variable at Shell gas stations in Jakarta City. The sample in this study were people in Jakarta City who had purchased and used Shell fuel at least 2 times a month. The sampling technique in this study was the accidental sampling technique with 110 respondents. The data analysis method used Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results showed that Brand Image had a positive and significant effect on Customer Loyalty and Customer Satisfaction. Meanwhile, Customer Experience has a positive and significant effect on Customer Loyalty and Customer Satisfaction. Finally, Customer Satisfaction has a significant effect in mediating the relationship between Brand Image and Customer Experience on Customer Loyalty.
SENTIMENT ANALYSIS ON PLN MOBILE APPLICATION USERS' OPINIONS TO IMPROVE THE QUALITY OF PLN MOBILE SERVICES Febry Claudia Nabasa Siahaan; Nazaruddin; Beby Karina Fawzeea
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 3 No. 7 (2024): JUNE
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v3i7.490

Abstract

transmission and distribution of electric power. PT PLN always strives to improve service to customers by creating creative, reliable and high quality service products. PT. PLN also launched a customer service application, namely PLN Mobile, in 2016 to meet all customer needs and provide convenience and a different electricity service experience. The existence of the PLN Mobile service application is one of the transformations to provide the best service for customers. The existence of PLN Mobile will give rise to sentiment in society, so researchers propose research using sentiment analysis to find out consumer opinions about the PLN Mobile application. This research uses the Naive Bayes algorithm with the help of RapidMiner software. The first stage is crawling the data and then processing it with various attributes such as document cleaning, tokenization process, transform cases, stopwords removal and filtering. Next, Naive Bayes modeling will be carried out and tested to obtain accuracy values. The data processed was 1068 data and divided into 320 training data and 748 testing data. The Naive Bayes accuracy result is 70.28%.
Co-Authors Arlina Nurbaity Lubis Febry Claudia Nabasa Siahaan melda lumbantobing Moudy Fitria Respati Nazaruddin Pradifta, Rini Mutia Siwi Hariyati, Ayu Nur Utami Yeni Absah yeni absah