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ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PERSEPSI KUALITAS PRODUK DAN PERSEPSI HARGA MOBIL MITSUBISHI XPANDER DI KOTA PEKANBARU Anthony Willy; Restuti Sri; Wasnury Rendra
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 7, No 2 (2020): (Juli - Desember 2020)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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This study aims to determine the level of customer satisfaction with perceived product quality and perceived price of Mitsubishi Xpander car in Pekanbaru City. The population in this study includes buyers and users of Mitsubishi Xpander car in Pekanbaru City. Primary data was collected by questionnaire as an instrument to prove the results of the research, to test the hypothesis in this study using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) with SPSS (Statistical Product and Service Solutions) software. The samples in this study amounted to 140 peoples. The sampling technique that has been selected is accidental sampling. The results showed that from the Importance Performance Analysis (IPA) method, it was known that in the Cartesian Diagram there were three attributes that require improvement and enhancement, the attributes were numbered 2, 3, and 8. There were six attributes that need to be maintained, the attributes were numbered 1, 4, 7, 10, 12, and 14. Based on the Customer Satisfaction Index (CSI) method, the overall level of customer satisfaction is 76.33% and that value is in the "Satisfied" category (60% - 80%), which means that the customer satisfaction level of the Mitsubishi Xpander car in Pekanbaru City is high.Keywords: Perceived Product Quality, Perceived Price, Customer Satisfaction, Importance Performance Analysis, Customer Satisfaction Index

PENGARUH STORE ATMOSPHERE DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN DI WARKOP PINGGIRAN 45PEKANBARU Ulfa Syalisah; Restuti Sri; Taufiqurrahman Taufiqurrahman
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 7, No 2 (2020): (Juli - Desember 2020)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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The purpose of this study was to find out the effect of the influence of store atmosphere and service quality on customer satisfaction and loyalty at Warkop Pinggiran 45 Pekanbaru. This study uses a quantitative approach. The sample in this study were 140 people who had visited Warkop Pinggiran 45 Pekanbaru more than 2 times and were aged 17 years and over. Sampling using nonprobability sampling method and purposive sampling technique. The research instrument used a questionnaire and analyzed using path analysis through SPSS. The results showed that, Store Atmosphere, Service Quality has a significant impact on customer satisfaction and customer loyalty. Customer satisfaction has a significant effect on customer loyalty. Store atmosphere and service quality has a significant effect on customer loyalty with customer satisfaction as an intervening variable.Keywords: Store Atmosphere, Service Quality, Customer Satisfaction and Customer Loyalty

ANALISIS PERSEPSI KEMUDAHAN PENGGUNAAN, PERSEPSI MANFAAT, PERSEPSI RISIKO, DAN KEPUASAN KONSUMEN TERHADAP TRANSAKSI PEMBAYARAN SISTEMGO-PAY DAN CASH PADA GO-RIDE (STUDI PADA MAHASISWA UNIVERSITAS RIAU) Juliyanti Syaripah; Restuti Sri; Wasnury Rendra
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 7, No 2 (2020): (Juli - Desember 2020)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Along with the development of the era, the needs of the community are increasing, one of which is the need for public transportation which is now a major need for the community. The competitiveness of the public transportation industry is growing with the existence of digital technology which is continuously being refined according to the needs of society. So that the creation of one of the online transportation, Go-ride by the Go-Jek company, which aims to make it easier for people to meet their needs for transportation, not only that, along with the development of the era, people also want convenience not only in the aspect of transportation but they also want convenience when transacting. , Go-Jek also offers convenience of transactions via electronic wallets, namely Go-pay, electronic wallets have been seen as a facility that provides convenience and benefits in transactions. However, many people view this technology as having risks, when it comes to payments. Even though it contains risks according to some people, many customers still trust and continue to use it, especially among students.Therefore, this study aims to determine how much the comparison of perceived ease of use, perceived usefulness, perceived risk and customer satisfaction of electronic wallets (Go-pay) and cash among students of the University of Riau in transactions when using Go-ride online transportation.The results of this study indicate that perceptions of ease of use, perceived usefulness, and perceived of risk towards the Go-pay system payment transactions are greater than cash payment transactions. Even though the risk perception of Gopay payment transactions is greater than cash payment transactions, the level of student satisfaction when using Go-pay payment transactions is greater than cash payment transactions.Keywords: Perceived of Ease of Use, Perceived Usefulness, Perceived of Risk, Consumer Satisfaction, Electronic Payment.

PENGARUH KUALITAS PRODUK DAN DAYA TARIK IKLAN TERHADAP KEPUTUSAN PEMBELIAN DAN MINAT BELI ULANG PRODUK EYELINER MEREK MAYBELLINE DI KOTA PEKANBARU Koswita Rana; Restuti Sri; Marhadi Marhadi
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 6, No 1 (2019): (Januari - Juni 2019)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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This study aims to examine the effect of product quality and advertisingattractiveness on repurchasing interest through purchasing decisions as anintervening variable in Maybeline brand Eyeliner products in Pekanbaru City Thepopulation in this study were all customers of the Maybelline brand Eyelinerproducts in Pekanbaru and unknown in number. The sample selection usesaccidental sampling. The sample used in this study amounted to 120. The types ofdata used were primary and secondary data, while the data collection techniquesused questionnaires and library studies. Data analysis using path analysis. Theresults showed that the quality of products and the attractiveness of advertisingpartially had a significant effect on purchasing decisions, the decision had asignificant effect on repurchase interest. Product quality and ad attractivenesshave a significant effect on repurchasing interest through purchasing decisions.Keywords : product quality, ad appeal, purchasing decision, repurchase interest

PENGARUH WEBSITE QUALITY DAN PERSEPSI RISIKO TERHADAP KEPERCAYAAN KONSUMEN DAN KEPUTUSAN PEMBELIAN ONLINE PADA GENERASI Z DI KOTA PEKANBARU Meriska Christina; Restuti Sri; Nursanti Aida
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 8, No 2 (2021): (Juli - Desember)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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The development of increasingly advanced technology has made the internet a medium that is not only used for communication, but also as a medium for shopping. Online shopping activities have become an activity that is commonly carried out by various groups, especially young people who are currently dominated by Generation Z. There are several things that play a role when consumers want to decide to purchase goods or services online. There are including the online shop’s website quality, the risk that consumers perceived as well as the trust that consumers have.This study aims to determine how much influence the things that can affect Consumer Trust and Online Purchasing Decisions on Generation Z in Pekanbaru City. Primary data were collected using a questionnaire as a research instrument. The study used 100 people classified as Generation Z in Pekanbaru City as respondents using the Non-Probability Sampling Technique. The method used is explanatory research with data analysis test, classical assumption test, hypothesis test and path analysis as a flow of data testing. Data testing is assisted by the SPSS version 25 application. The results of this study indicate that the Website Quality variable has a positive and significant effect on Consumer Trust and Online Purchasing Decisions. Perception of Risk has a negative and insignificant effect on Consumer Trust, but has a positive and significant effect on Online Purchasing Decisions. Consumer Trust has a positive and insignificant influence on Online Purchasing Decisions and there is no significant influence between Website Quality and Risk Perception on Online Purchasing Decisions through Consumer Trust.Keywords : Website Quality, Persepsi Risiko, Kepercayaan Konsumen, Keputusan Pembelian Online, Generasi Z

PENGARUH DESAIN TAMPILAN WEBSITE, HARGA DAN PROMOSI PENJUALAN TERHADAP KEPUASAN PELANGGAN DAN MINAT BELI ULANG PADA MARKETPLACE SHOPEE DI KOTAPEKANBARU Indirwan Indirwan; Restuti Sri; Nursanti Aida
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 8, No 2 (2021): (Juli - Desember)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Onlineshops or marketplace in Indonesia has been widely carried out and has been proven to have a positive influence and big profits for online business actors. In Indonesia, there are several marketplaces that are active and always provide innovation in order to obtain customer satisfaction. Some of them are Tokopedia, Bukalapak, Lazada, Blibli, JD.ID, Zalora and Shopee. In this study, the object of research that will be selected is the Shopee marketplace. Based on data on the number of visitors, Shopee has a fairly stable line graph although it also decreased in 2019 in the 3rd quarter. Shopee is also a marketplace with the top one popularity in Indonesia from 2019 quarter 4 to 2020 quarter 2. Therefore, this study will discuss the influence of website display design, prices and sales promotions on customer satisfaction and repurchase interest in the Shopee marketplace. The total respondents in this research are 125 people with the sample collection method using the Non Probability Sampling technique by means of Purposive Sampling. The analytical method used in this research is Path Analysis. The results obtained are Website Display Design, Price and Sales Promotion variables have a positive and significant influence on Shopee Customer Satisfaction in Pekanbaru City. Then the Variables of Website Display Design, Price and Sales Promotion have a positive and significant influence on Shopee customers' repurchase interest in Pekanbaru City. Then the variables of Website Display Design, Price and Sales Promotion have a positive and significant influence on Repurchase Interest through Shopee Customer Satisfaction in Pekanbaru City. This shows that the Customer Satisfaction variable is able to mediate the relationship between Website Display Design and Repurchase Interest.Keywords : promotion, price, respondents, significant, path analysis

ANALISIS PENGARUH KUALITAS WEBSITE DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK MINAT PEMBELIAN ULANG PADA PENGGUNA LAZADA DI PEKANBARU Prayogi.S Hari; Restuti Sri; Sari Novia Henni
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 8, No 2 (2021): (Juli - Desember)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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The development of information technology currently has a positive impact on the growth of business activities in Indonesia. The increasing number of internet users provides opportunities for businesses to gain a large profit by opening an online store business. This makes changes in the way of shopping done by some people, in this era digital Businesses certainly need to pay attention to the quality of the website and build the trust given by the platform to see the influence of the website is able to provide satisfaction to consumers. This research aims to find out the influence of website quality and trust in customer satisfaction in shaping repurchase Intention in Lazada users in Pekanbaru. This research uses a quantitative approach. The sample in this study was 160 people who had shopped at Lazada at least 2 times, domiciled in Pekanbaru and aged 17 years above. Sampling using non-probability sampling method and purposive sampling technique. This research instrument uses questionnaires and analyzed by path analysis with SPSS version 21 software as the application. The results showed that Website Quality and Trust had a significant effect on Customer Satisfaction. Website Quality and Trust Variables also had a significant effect on Re-Purchase Intentions directly and through Satisfaction, as well as Satisfaction has a significant effect on Re-Purchase Intention.Keywords : Website Quality, Trust, Satisfaction, Re-Purchase Intention, Lazada.

LOYALITAS PELANGGAN YANG DIPENGARUHI OLEH RESTAURANT SERVICE QUALITY YANG DIMEDIASI OLEH KEPUASAN PELANGGAN DAPUR DIPO PEKANBARU Hamid Miftahurrahmi; Wijayanto Gatot; Restuti Sri
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 8, No 2 (2021): (Juli - Desember)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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The importance of customer satisfaction in order to create loyalty (loyalty) to a product or service, the restaurant must be able to increase customer satisfaction with various strategies. The purpose of this study was to explain how Restaurant Service Quality affects customer loyalty with customer satisfaction as an intervening variable. This research was conducted in the city of Pekanbaru, Dapur Dipo Restaurant as the object of research. This study uses a quantitative approach with a sample of 110 respondents who are customers of the Dapur Dipo Restaurant. Sampling using non-probability sampling with purposive sampling technique. The research model iused a questionnaire and analyzed using SEM and PLS. The result of this study indicate that Restaurant Service Quality mediated by cutomer satisfaction has an effect on customer loyalty.Keywords: Restaurant Service Quality, Customer Satisfaction, Customer Loyalty

PENGARUH CELEBRITY ENDORSER DAN KUALITAS PRODUK TERHADAP BRAND IMAGE DAN KEPUTUSAN PEMBELIAN MOBIL MITSUBISHI XPANDER DI KOTA PEKANBARU Luhut Jerrywanto; Restuti Sri; Noviasari Henni
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 9, No 1 (2022): (Januari - Juni)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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The development of technology and increasing public knowledge and everchanging consumer tastes cause business competition to be increase ngly tight. One business that is experiencing very stiff competition today is the automotive sector. Automotive manufacturers must apply the right marketing strategies and maintain the quality of products in the car products that will be produced in order to be able to maintain their market share. In Indonesia, Low Multi Purpose Vehicel (LMPV) cars are in high demand by the public because this type of car is designed to be a family car and has a fairly affordable price. Car products contained in the type of Low Multi Purpose Vehicel (LMPV) are Avanza, Xpander, Xenia, Ertiga, and Mobilio. In this study the object chosen for research was a Mitsubishi Xpander car. This research aims to find out the influence of Celebrity Endorser and Product Quality on Brand Image and Purchasing Decisions for Mitsubishi Xpander cars in Pekanbaru City. This research uses a quantitative approach. The sample in this study was 130 people who were owners of Mitsubishi Xpander cars and had a minimum age of 30 years. Sampling uses non-probability sampling methods and purposive sampling techniques. This research instrument uses questionnaires and is analyzed using path analysis with the help of SPSS software version 21. The results of this study showed that the variables celebrity endorser and product quality have a positive and significant effect on brand image. Celebrity Endorser and Product Quality variables have a positive and significant effect on Purchasing Decisions both directly and through Brand Image, as well as Brand Image variables have a positive and significant effect on Purchasing Decisions.Keywords : Celebrity Endorser, Product Quality, Brand Image, Purchasing Decisions, Path Analysis

PENGARUH LIFESTYLE DAN REFERENCE GROUP TERHADAP KEPUTUSAN PEMBELIAN DAN DAMPAKNYA TERHADAP KEPUASAN KONSUMEN PADA GENERASI Z PENGGUNA IPHONE DI KOTA PEKANBARU Pramesta Arie; Restuti Sri; Musfar Firli Tengku
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 9, No 1 (2022): (Januari - Juni)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Along with people's needs in the use of smartphones which is increasing, making people's buying interest in smartphones is increasing, this is due to the impact of the era of globalization which has brought many changes in human life, especially in the field of technology. This change helps humans a lot in doing things effectively and efficiently. Smartphones are mobile phones that have high-level capabilities and have functions similar to computers. Some people think of a smartphone as a phone that has advanced features and works using the entire operating system software that provides a standard and basic relationship for application developers. Therefore, this study will discuss the influence of lifestyle and reference group on purchasing decisions and their impact on consumer satisfaction in generation z iPhone users in the city of Pekanbaru. The number of respondents in this study were 126 people with the sampling method using the Non Probability Sampling technique by means of Purposive Sampling. The analytical method used in this research is SEM-PLS. The results obtained are Lifestyle variables have a positive influence on iPhone purchasing decisions in Generation Z in Pekanbaru City. Then the Reference Group variable has a positive influence on the iPhone purchase decision variable in Generation Z in Pekanbaru City. Then the purchase decision variable has a positive influence on the iPhone Consumer Satisfaction variable in Generation Z in Pekanbaru City. Then the Lifestyle variable has a positive influence on the Consumer Satisfaction variable through the iPhone purchase decision variable in Generation Z in Pekanbaru City. Then the Reference Group variable has a positive influence on the Consumer Satisfaction variable through the iPhone purchase decision variable in Generation Z in Pekanbaru City.Keywords: lifestyle, reference group, purchasing decisions, consumer satisfaction, Respondents, Significant.

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