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Dudung Juhana
STIE Pasundan, Bandung.
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Library & Information Science Physics Social Sciences

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The Influence of Service Quality and Brand Image on Customer Satisfaction: Study on One of The Fast-Food Restaurants in Bandung Kusuma, Alvina Faradila; Juhana, Dudung; Zulfikar, Vicky Achmad; Purana, R. Deni; Suswanto, Djadjat
Journal of Economics, Management, and Entrepreneurship Vol. 2 No. 2 (2024): Journal of Economics, Management, and Entrepreneurship
Publisher : P3M, STIE Pasundan, Bandung, Indonesia.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/jeme.v2i2.182

Abstract

This study sought to evaluate the influence of Service Quality and Brand Image on Customer Satisfaction at a fast-food restaurant in Bandung. This study utilizes a quantitative methodology with multiple linear regression techniques (path analysis) to investigate the relationships among variables. The research sample was obtained using the Slovin method, resulting in 84 participants from the restaurant's clientele. Data was collected using a Likert scale questionnaire to evaluate respondents' perceptions of service quality, brand image, and customer satisfaction. The data were analyzed using SPSS software version 23.0 to evaluate validity, reliability, and inter-variable correlations in this study. The results revealed that the average total Service Quality was 2.70, classifying it as "Quite Good." Brand Image has an average score of 2.72, categorizing it as "Quite Good." The average Customer Satisfaction is 2.65, categorized as "Quite Good." Subsequent statistical analysis reveals that Service Quality significantly impacts Customer Satisfaction, suggesting that enhancements in service quality are associated with elevated levels of customer satisfaction. Brand Image significantly impacts Customer satisfaction, indicating that a more positive brand image in customers' perceptions is associated with higher satisfaction with the restaurant. A further analysis indicates that the Correlation Coefficient is 0.546, showing a moderately strong relationship between Service Quality and Brand Customer Satisfaction. The direct effect of Service Quality and Brand Image on Customer Satisfaction is 0.143, while the indirect effect is 0.327, yielding a cumulative effect of 0.470. Thus, both Service Quality and Brand Image substantially affect Customer Satisfaction in the fast-food outlets analyzed. This suggests that to improve customer satisfaction, restaurants must raise service quality and strengthen their brand image to align with consumer expectations.
Strengthening Green Loyalty: How Green Marketing, Green Perceived Value, and Environmental Concern Drive Green Satisfaction (A Study of Uniqlo’s Consumer in Bandung Metropolitan) Septiarini, Eka; Djulius, Horas; Juhana, Dudung
International Journal of Quantitative Research and Modeling Vol 6, No 1 (2025)
Publisher : Research Collaboration Community (RCC)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46336/ijqrm.v6i1.883

Abstract

The objective of this study is to identify, examine, and analyze the influence of green marketing on green customer satisfaction, the influence of green perceived value on green customer satisfaction, the influence of environmental concern on green satisfaction, and the influence of green satisfaction on green customer loyalty of Uniqlo consumers in Bandung Metropolitan. Data were collected from respondents aged between 17 and 55 years old, residing in the Bandung Metropolitan area, and having purchased Uniqlo's green products at least twice in the past year. The analysis was performed using Lisrel - Structural Equation Modeling version 8.8. The findings reveal that green marketing, green perceived value, and environmental concern simultaniously contribute 73.6% to green customer satisfaction with Uniqlo in Bandung Metropolitan, while the remaining 26.4% is influenced by other variables. Partially, green marketing contributes 18.5%, green perceived value 24.4%, and environmental concern 30.7% to green satisfaction. Additionally, green satisfaction has been proven to have a significant influence of 79.9% on green loyalty among Uniqlo consumers in Bandung Metropolitans.
Customer Product Choice: The Effect of Product Quality on Relative price and Price fairness and their implication on Customer Product Choice Juhana, Dudung
Jurnal Computech & Bisnis (e-journal) Vol. 17 No. 2 (2023): Jurnal Computech & Bisnis (e-Journal)
Publisher : LPPM STMIK Mardira Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56447/jcb.v17i2.235

Abstract

This study examines the influence of product quality on individuals' perceptions of relative prices and price justice, as well as the potential consequences for consumer decision-making in product selection. This study employs robust statistical analysis to get insights into customers' decision-making processes when purchasing products and selecting brands, particularly about product attributes and pricing. The study employed a non-parametric Structural Equation Modeling PLS technique, which involved a sample of 100 consumers who had previously consumed cigarette goods in the urban area of Bandung. The questionnaire was distributed through social media platforms, utilizing a Google Form link. The employed sample method is convenience sampling, wherein clients are requested to complete a structured questionnaire that has been supplied. The poll encompassed inquiries about participants' perceptions regarding the quality of the product, its comparable pricing, and the appropriateness of the price. The survey data were subjected to rigorous statistical analysis, encompassing several analytical techniques such as regression analysis and hypothesis testing. The study's findings indicate that a product's quality plays a substantial role in shaping consumers' evaluations of comparable prices and perceptions of price justice. Consumers tend to make product selections predicated upon their subjective quality assessment, shaping their perception of the product's price. The presence of excellent product quality can mitigate price barriers, as customers exhibit a greater propensity to pay elevated costs for things they believe to possess superior quality. Furthermore, this study demonstrates that comparable costs and the perception of price justice influence consumer product choices. This condition highlights the significance of prudent pricing within a company's marketing strategy, whereby competitive and equitable pricing can catalyze consumers to opt for specific products. However, a further noteworthy discovery is that the relative pricing and price reasonableness factors do not influence customers' brand preferences. This condition suggests that when considering the choice of a brand, several elements, such as brand image, individual preferences, or distinctive brand characteristics, may exert a more significant impact. The correlation between product and brand compatibility plays a significant part in consumers' decision-making process when it comes to selecting a brand. The findings of this study offer significant implications for businesses in enhancing their marketing and pricing strategies. Furthermore, they contribute to a more comprehensive comprehension of consumer decision-making processes within the product and brand choices framework. In order to achieve success in a competitive and dynamic business climate, it is imperative to possess a comprehensive comprehension of the various elements that impact consumer decision-making.
The Effect of Motivation and Working Conditions on Employee Performance: Study At One Fashion Company in Bandung Putri, Nurul Oktaviani; Juhana, Dudung
Journal of Economics, Management, and Entrepreneurship Vol. 1 No. 1 (2023): Journal of Economics, Management, and Entrepreneurship
Publisher : P3M, STIE Pasundan, Bandung, Indonesia.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/jeme.v1i1.90

Abstract

This study aims to investigate the impact of motivation and working environment on the performance of employees. The research methodology utilized in this study is a verificatory technique employing a survey methodology. The primary data utilized in this study consisted of questionnaires administered to employees of a fashion firm located in Bandung. The study consisted of a total of 35 participants.Through the utilization of path analysis and coefficient of determination analysis, the comprehensive data analysis demonstrated that motivation, working conditions, and employee performance were classified as somewhat satisfactory. The Rsquared value suggested a variance of 75.5%.Hence, it may be posited that employees' performance is impacted by motivation and the work environment, accounting for 75.5% of the variance, leaving the remaining 24.5% to be ascribed to undisclosed variables that have not been scrutinized. In addition, it is noteworthy that motivation exhibited a comparatively lesser impact, accounting for a total effect of 42.3%, in contrast to the working conditions, which yielded a total effect of 50.6%. Therefore, the organization must provide utmost importance to the work environment while simultaneously striving to enhance employee motivation.In summary, this research offers valuable perspectives on the correlation between motivation, working circumstances, and employee performance. The findings suggest that both elements substantially affect employee performance, with the work environment exhibiting a slightly more significant influence. Hence, organizations must prioritize the establishment of a supportive work environment alongside the cultivation and augmentation of employee motivation in order to attain maximum productivity.
The Influence of Service Quality and Brand Image on Customer Satisfaction: Study on One of The Fast-Food Restaurants in Bandung Kusuma, Alvina Faradila; Juhana, Dudung; Zulfikar, Vicky Achmad; Purana, R. Deni; Suswanto, Djadjat
Journal of Economics, Management, and Entrepreneurship Vol. 2 No. 2 (2024): Journal of Economics, Management, and Entrepreneurship
Publisher : P3M, STIE Pasundan, Bandung, Indonesia.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/jeme.v2i2.182

Abstract

This study sought to evaluate the influence of Service Quality and Brand Image on Customer Satisfaction at a fast-food restaurant in Bandung. This study utilizes a quantitative methodology with multiple linear regression techniques (path analysis) to investigate the relationships among variables. The research sample was obtained using the Slovin method, resulting in 84 participants from the restaurant's clientele. Data was collected using a Likert scale questionnaire to evaluate respondents' perceptions of service quality, brand image, and customer satisfaction. The data were analyzed using SPSS software version 23.0 to evaluate validity, reliability, and inter-variable correlations in this study.The results revealed that the average total Service Quality was 2.70, classifying it as "Quite Good." Brand Image has an average score of 2.72, categorizing it as "Quite Good." The average Customer Satisfaction is 2.65, categorized as "Quite Good." Subsequent statistical analysis reveals that Service Quality significantly impacts Customer Satisfaction, suggesting that enhancements in service quality are associated with elevated levels of customer satisfaction. Brand Image significantly impacts Customer satisfaction, indicating that a more positive brand image in customers' perceptions is associated with higher satisfaction with the restaurant.A further analysis indicates that the Correlation Coefficient is 0.546, showing a moderately strong relationship between Service Quality and Brand Customer Satisfaction. The direct effect of Service Quality and Brand Image on Customer Satisfaction is 0.143, while the indirect effect is 0.327, yielding a cumulative effect of 0.470. Thus, both Service Quality and Brand Image substantially affect Customer Satisfaction in the analyzed fast-food outlets. This condition suggests that to improve customer satisfaction, restaurants must raise service quality and strengthen their brand image to align with consumer expectations.
Product Quality and Promotion: Key Factors in Clothing Purchasing Decisions in Bandung Cendikia, Ranny Maulani; Juhana, Dudung; Titi, Titi
Journal of Economics, Management, and Entrepreneurship Vol. 3 No. 1 (2025): Journal of Economics, Management, and Entrepreneurship
Publisher : P3M, STIE Pasundan, Bandung, Indonesia.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/6379a465

Abstract

This research is driven by the challenges faced by a clothing company in Bandung, specifically inadequate product quality and ineffective promotional techniques, which directly affect diminishing consumer purchase decisions.  This study seeks to thoroughly analyse the impact of product quality and advertising on consumer purchasing decisions.  The primary objective of the study is to evaluate how product quality and promotional strategies might stimulate heightened consumer interest and drive purchasing behaviour.  The research approach involved distributing questionnaires to 100 respondents who had made purchases at the company.  The gathered data were analyzed with SPSS software version 16 to depict the relationship between variables accurately.  The findings suggest that product quality has a significant influence on purchasing decisions, both directly and indirectly through promotions.  Promotions have a significant influence, however, less substantial than product quality.  These two characteristics greatly influence customer purchase decisions.  The findings demonstrate that customers in Bandung exhibit significant concern for the quality of available items and respond favourably to appealing and pertinent advertisements.  Consequently, the organisation is recommended to prioritise enhancing product quality and devising innovative, coherent, and focused promotional techniques.  The corporation is expected to enhance its market position, increase consumer loyalty, and drive sustainable sales growth through these initiatives.  The study concludes that quality and promotion are critical factors influencing consumer purchasing decisions; thus, both must be managed in an integrated and sustainable manner to attain a competitive advantage in the intensifying competition within the Bandung clothing industry.
The Influence of Price and Product Quality on Cosmetic Purchasing Decisions in a Marketplace Lestari, Desi; Juhana, Dudung
Jurnal Computech & Bisnis (e-journal) Vol. 18 No. 1 (2024): Jurnal Computech & Bisnis (e-Journal)
Publisher : LPPM STMIK Mardira Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56447/y7d3gf48

Abstract

This study aims to examine the impact of price and product quality on consumer choices while purchasing cosmetics in a particular market. The research methodology entails conducting an online survey targeting 100 active users of a marketplace company who have purchased beauty products. The findings indicate that the combination of price and product quality substantially influences purchase choices, accounting for a total contribution of 87.4%. These data suggest that these elements are significant contributors to acquiring cosmetics online. The research suggests that Maybelline's management should prioritize the value dimensions of price and product quality in their marketing tactics. They should focus on techniques that uphold or improve product quality while ensuring competitive prices. This result offers valuable insights for cosmetic companies in navigating the growing competition in the e-commerce market.
Assessing How Product Quality and Price Affect Buying Behavior at Retail Sector Hidayat, Hendi Hendian; Juhana, Dudung; Suzanto, Boy; Damanik, Firmansyah
Journal of Economics, Management, and Entrepreneurship Vol. 3 No. 2 (2025): Journal of Economics, Management, and Entrepreneurship
Publisher : P3M, STIE Pasundan, Bandung, Indonesia.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/jeme.v3i2.08

Abstract

This research highlights the main issue related to the intensifying competition in the market, which requires producers to be more sensitive to changes across various aspects. The primary aim of this study is to analyze consumer behavior in purchasing decisions and how this influences the company’s marketing strategy. The research employs both qualitative and quantitative analysis based on sales data and consumer surveys. The findings indicate that consumer purchasing decisions are affected by product quality and pricing, with a noted decline in purchases due to these issues. The novelty of this research emphasizes the importance of understanding consumer behavior for formulating more effective marketing strategies. The implications of this study suggest that companies should adapt to market demands and enhance product quality and pricing to meet consumer expectations and maintain their market position.
Determinants of Purchase Decisions and Customer Satisfaction Based on Consumer Psychology and Brand Image in an Automotive Community irmal, Irmal; Suteja, Jaja; Juhana, Dudung
International Journal of Social Sciences Vol. 2 No. 1 (2026): IJSS: International Journal of Social Sciences
Publisher : STEBIS Bina Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51805/ijss.v2i1.481

Abstract

This study investigates the influence of consumer psychology, product innovation, and brand image on purchase decisions and their impact on customer satisfaction within the Indonesian motorcycle industry, focusing on members of Yamaha NMAX Club Indonesia Chapter Jabodetabek. Despite Yamaha NMAX's strong market presence, fluctuating sales performance raises concerns about the behavioral and perceptual factors driving purchasing decisions. Addressing a research gap in prior studies that examine these variables separately, this research develops a structural model positioning purchase decisions as a mediating variable linking psychological and marketing factors to customer satisfaction. Using a quantitative explanatory approach with purposive sampling, data were collected through structured questionnaires and analyzed using SEM-PLS. The findings reveal that consumer psychology, product innovation, and brand image significantly and positively influence purchase decisions, which in turn significantly affect customer satisfaction and mediate the relationship between exogenous variables and satisfaction outcomes. The study concludes that integrating psychological engagement, continuous innovation, and strong brand image development enhances purchasing behavior and long-term satisfaction. The key takeaway is that purchase decisions function as a strategic bridge connecting marketing drivers to sustainable customer satisfaction and competitive advantage.
Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan: Survey Pada Salah Satu Penyedia Jasa Internet di Kota Bandung Desi Rismawati; Irena Larashati; Dudung Juhana
Majalah Bisnis & IPTEK Vol. 14 No. 2 (2021): Majalah Bisnis & IPTEK
Publisher : Pusat Penelitian dan Pengabdian Pada Masyarakat (P3M) STIE Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55208/t5xr9t04

Abstract

The results of this study were carried out to know the effect of price and service quality on customer satisfaction. The study used a survey approach to internet service customers as many as 100 people in the city of Bandung. Based on research using path analysis, it appears that the price variable has a direct influence of 14.7%. The indirect effect through the service quality variable is 13.1%, the total effect is 27.9%. On the other hand, service quality variables directly influence 32.1%. The indirect effect through the variable price is 13.1%, the total effect is 45.2%. The coefficient of determination (R-square) relationship expressed in the percentage of the contribution of all independent variables price and service quality in determining customer satisfaction variables is 73.1%. In comparison, other factors that affect customer satisfaction not examined shown by the value Є = 0.269 Or 26.9%. The recommendation is that the company should further improve the quality of the internet and other products to improve customer satisfaction.
Co-Authors Ali Mulyawan Ali Mulyawan Boy Suzanto Cendikia, Ranny Maulani Damanik, Firmansyah Daniel Yahya Desi Lestari, Desi Desi Rismawati Dessy Riyani Ester Manik Ester Manik Haryati Haryati Haryati Haryati Hidayat, Hendi Hendian Horas Djulius Irena Larashati Irmal, Irmal Jaja Suteja Kadir, Kadir Kadir, Kadir Kusuma, Alvina Faradila Larashati, Irena Larashati, Irena Megawati, Imelda Mulyawan, Ali Nurul Oktaviani Putri Purana, R. Deni Putri, Nurul Oktaviani Reni Ambarsari Septiarini, Eka Sipa Sopiani Sipa Sopiani Suswanto, Djadjat Titi, Titi Zulfikar, Vicky Achmad