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Arlina Nurbaity Lubis
Universitas Sumatera Utara
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Antecedents of destination brand experience Tarigan, Miska Irani; Lubis, Arlina Nurbaity; Rini, Endang Sulistya; Sembiring, Beby Karina Fawzeea
Journal of Sustainable Tourism and Entrepreneurship Vol. 4 No. 2 (2023): January
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/joste.v4i2.428

Abstract

Purpose: The tourism sector is the leading sector for Indonesia's foreign exchange earnings. The Indonesian government has established six National Tourism Strategy Areas, including Lake Toba, North Sumatra. Development in the Lake Toba tourist area has been carried out, but it does not automatically bring tourists to visit the Lake Toba Tourism Area. The researcher intended to know the factors of the tourist brand experience in Lake Toba. Therefore, this study aims to confirm the factors obtained from a literature study. Research methodology: The research methodology used is a qualitative study, namely Focus Group Discussion. Participants in the Focus Group Discussion are Government Representatives, Tour Guides, Travel Agencies, and domestic tourists' representatives. Results: The study results should add to the Tourist Self-expression as a new precursor to the destination brand experience. Limitation: The study did not involve hospitality and other relevant governments to gain a broader perspective. Contribution: The results of this study hope to contribute to references for tourism marketing. Keywords: Brand experience, Destination branding, Tourism marketing, Lake Toba
The Influence of Service Quality, Brand Image and Technology Usage on Customer Loyalty through Customer Satisfaction as a Mediating Variable in PT. Pos Indonesia Medan Branch Siregar, Putri Khalijah Tricahyanti; Lubis, Arlina Nurbaity; Fawzeea, Beby Karina
Journal of Business Management Vol. 3 No. 3 (2026): April (In Progress)
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/jobm.v3i3.190

Abstract

The delivery service industry in Indonesia is experiencing increasingly fierce competition along with the growth of e-commerce. PT Pos Indonesia as a state-owned enterprise faces challenges in maintaining customer loyalty amid the dominance of private competitors such as J&T Express and JNE. This study aims to analyze the influence of service quality, brand image, and technology usage on customer loyalty with customer satisfaction as a mediating variable in PT. Pos Indonesia Medan Branch. Using a quantitative method with PLS-SEM analysis on 185 customer respondents selected through purposive sampling, data was collected through a structured questionnaire using Google Form. The results showed that service quality had a positive and significant effect on customer satisfaction (β=0.405, p=0.000) and customer loyalty (β=0.524, p=0.000). Brand image has a positive and significant effect on customer satisfaction (β=0.240, p=0.016) and customer loyalty (β=0.302, p=0.002). Technology usage had a positive and significant effect on customer satisfaction (β=0.504, p=0.000) and customer loyalty (β=0.294, p=0.008). Customer satisfaction was proven to have a positive and significant effect on customer loyalty (β=0.289, p=0.009). Customer satisfaction was able to mediate the influence of service quality (β=0.117, p=0.014), brand image (β=0.112, p=0.019), and technology usage (β=0.146, p=0.025) on customer loyalty. The research model explains 79% of variance in customer loyalty. These findings confirm the importance of a holistic marketing management strategy in the delivery service industry, especially in improving service quality, strengthening brand image, optimizing the use of digital technology, and building customer satisfaction to create long-term loyalty.
Co-Authors Amlys Syahputra Silalahi B, Mesra Beby Karina Fawzeea Sembiring E.G, Romauli Endang Lestari Endang Sulistya Rini Etti Sudaryati Fadli Fadli Fadli Fransiskus, Ronaldo Handayani, Erma Florentina Hasibuan, Bebby Kandida Hasibuan, Beby Kendida Hutapea, Ayuna Valena Magdalena Rahmawati paham ginting Pakpahan, Efrida Merliana Prihatin Lumbanraja Sembiring, Beby Karina F. Sembiring, Beby Karina Faw zeea Setiawan, Abdi Siburian, Maretta Selvana Silalahi, Amlys Syahputra Sinaga, Iin Angelina Siregar, Hasan Sakti Siregar, Hasan Sakti Siregar, Putri Khalijah Tricahyanti Sitanggang, Verayanty Situmorang, Syafrizal Helmi Siwi Hariyati, Ayu Nur Utami Tarigan, Miska Irani Tetty Yuliaty Tinambunan, Mey Ramayanti Wahyuni, Sri Eka yeni absah