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All Journal Ekonomi Bisnis Jurnal Geografi, Edukasi dan Lingkungan Journal of Telenursing (JOTING) Jurnal Ilmiah Manajemen Kesatuan Jurnal Syntax Transformation ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING Jurnal Ilmiah Mahasiswa Perbankan Syariah (JIMPA) Journal Of Business, Finance, and Economics (JBFE) International Journal of Social Science, Education, Communication and Economics Jurnal Pengabdian Masyarakat Bangsa
Sri Murtiasih
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Journal : ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING

 1 
Determinan Loyalitas Pelanggan Toko Gramedia Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Sri Murtiasih; Denia Nabilah Putri
ARBITRASE: Journal of Economics and Accounting Vol. 5 No. 2 (2024): November 2024
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/arbitrase.v5i2.1565

Abstract

Retail stores are constantly trying to improve store atmosphere, service quality, and product diversity in order to survive and grow in this era of increasingly fierce competition. The aim of this research is to determine the influence of store atmosphere, service quality, and product diversity on customer loyalty through customer satisfaction as an intervening variable at Gramedia stores in Bogor City. The analysis method for this research uses quantitative methods with primary data sources obtained through distributing questionnaires via google form with a sample of 150 respondents for validity, reliability, normality test, multicollinearity test, heteroscedasticity test, t test, R2 coefficient of determination test, and sobel test. Data processing in this study used the SPSS version 25 application. The results of this study indicate that the variables of store atmosphere, service quality, and product diversity affect customer satisfaction. Service quality and product diversity affect loyalty, while store atmosphere has no effect on customer loyalty. Customer satisfaction affects customer loyalty. Store atmosphere, service quality, and product diversity affect customer loyalty through customer satisfaction as an intervening variable at Gramedia stores in Bogor City.
Determinasi Promosi, Persepsi Harga, dan Kualitas Layanan Terhadap Kepuasan Pelanggan dengan Mediasi Keputusan Pembelian Ramadhan, Habib Fitra; Murtiasih, Sri
ARBITRASE: Journal of Economics and Accounting Vol. 6 No. 2 (2025): November 2025
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/arbitrase.v6i2.2462

Abstract

The development of digital technology, particularly application-based services, has transformed the way people meet their daily needs, including food ordering. ShopeeFood, as a food delivery service in Indonesia, competes fiercely with GoFood and GrabFood, which have previously dominated the market. To attract customers, ShopeeFood implements strategies such as promotions, competitive pricing, and improved service quality. These three factors promotion, price perception, and service quality play a role in influencing purchasing decisions and customer satisfaction. This study aims to analyze the influence of promotion, price perception, and service quality on customer satisfaction through purchasing decisions in ShopeeFood services in Depok City. The analytical method in this study uses quantitative primary data obtained from questionnaires distributed to 150 respondents. The analytical tools used include instrument testing, outer model testing, and inner model testing. The data analysis was carried out using SmartPls version 3 software. The results show that promotion and price perception have an influence on purchasing decisions, while service quality does not. All three variables (promotion, price perception, and service quality) significantly influence customer satisfaction. Purchasing decisions also affect customer satisfaction. Promotion and price perception influence customer satisfaction indirectly through purchasing decisions, while service quality has a direct effect on customer satisfaction without going through purchasing decisions.
Co-Authors Agustin, Sri Kurniasih Allenidekania Allenidekania Anisah Anisah Budi Utami Christera Kuswahyu Indira Denia Nabilah Putri Dewi Gayatri Euglezyano, Gary Ferry Ferdian Handayani Handayani Hartanto, Septian Tri Hernama, R Hernama, R. Iman Murtono Soenhadji Irfan Ardiansyah Krisna Rendi Awalludin Lies Handrijaningsih M. Yogi Riyantama Isjoni Martani Martani Muhamad Iqbal Muhammad Iqbal Natasya Afifah Salsabilah Perdana, Endika Ramadhan, Habib Fitra S. Tiwi Anggraeni Sariyati, Sariyati Septi Mariani, Septi Sri Hermawati Suhendra, Susi Tamaulina Br Sembiring Utomo, Ely Sapto