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All Journal The Indonesian Journal of Business Administration EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis JURNAL MANAJEMEN MOTIVASI BULETIN AL-RIBAATH JURNAL PRODUKTIVITAS JURNAL MANAJEMEN BISNIS Pena Kreatif : Jurnal Pendidikan Jurnal Abdi Insani International Journal of Management Science and Information Technology (IJMSIT) Electronic Journal of Education, Social Economics and Technology IIJSE KOPEMAS IECON: International Economics and Business Conference
Fita Kurniasari
Universitas Muhammadiyah Pontianak
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Veterinary Other

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The Influence of Brand Image and Service Quality on Customer Loyalty for Honda Motorcycles at Astra Motor Ahmad Yani Pontianak through Customer Satisfaction as an Intervening Variable Putri, Nita Aulia; Kurniasari, Fita
Electronic Journal of Education, Social Economics and Technology Vol 6, No 2 (2025)
Publisher : SAINTIS Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33122/ejeset.v6i2.848

Abstract

This study aims to analyze the influence of brand image and service quality on customer loyalty for Honda motorcycles at Astra Motor Ahmad Yani Pontianak, with customer satisfaction as an intervening variable. This research uses an associative quantitative approach with the Structural Equation Modeling–Partial Least Squares (SEM–PLS) analysis technique using SmartPLS software. Data were collected from 100 respondents selected using purposive sampling. The results show that brand image and service quality have a positive and significant direct effect on customer satisfaction. The customer satisfaction variable also has a positive and significant effect on customer loyalty. Brand image is proven to have a direct effect on loyalty, while service quality does not have a direct effect on loyalty. The brand image and service quality variables have a positive and significant effect on customer loyalty through satisfaction as an intervening variable. The R² value shows that brand image and service quality can explain 51.4% of the variation in satisfaction, while brand image, service quality, and satisfaction together explain 72.3% of the variation in loyalty. The conclusion of this study emphasizes that a good brand image and consistent service play an important role in increasing satisfaction, which in turn strengthens customer loyalty. The practical implication is that Astra Motor Ahmad Yani needs to maintain a trustworthy brand reputation and continue to improve service quality evenly. Future research is suggested to examine other intervening variables such as trust or perceived value, as well as to expand the research object to different regions so that the results can be more generalizable.
The Influence of Service Quality and Facilities on Revisit Intention at Aufa Hotel with Customer Satisfaction as an Intervening Variable Wahyuni, Fitri; Kurniasari, Fita
Electronic Journal of Education, Social Economics and Technology Vol 6, No 2 (2025)
Publisher : SAINTIS Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33122/ejeset.v6i2.897

Abstract

This study aims to analyze the influence of service quality and facilities on revisit intention at Aufa Hotel, with customer satisfaction as an intervening variable. The research is based on the importance of maintaining customer loyalty amid increasingly competitive conditions in the hospitality industry, particularly in plantation-based economic areas such as Manis Mata District, Ketapang Regency, West Kalimantan. This study employs a quantitative associative approach, with data collected through questionnaires distributed to 100 respondents who had stayed at Aufa Hotel at least twice. The data were analyzed using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) method. The results indicate that both service quality and facilities have a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction significantly influences revisit intention and also mediates the relationship between service quality and facilities with revisit intention. These findings suggest that consistently improving service quality and facilities plays a crucial role in shaping positive customer experiences and fostering customer loyalty.
The Effect of Price and Visual Design on Purchasing Decisions and Its Implications on Consumer Satisfaction of Virtual Items in the Online Game Mobile Legends: Bang Bang Among Gen Z in Pontianak City Ade Muammar Ichlasul Amal; Fita Kurniasari
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 3 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i3.6874

Abstract

In today's world, technology is rapidly advancing, especially among young people. Gaming has developed significantly in Indonesia, particularly in Mobile Legends. Therefore, this study was conducted to determine and analyze the influence of price and visual design on purchasing decisions virtual items. The implications of the Mobile Legends game on consumer satisfaction among Gen Z players of Mobile Legends in Pontianak City. The method used is quantitative, using Structural Equation Modeling (SEM) as a data analysis method, using the Smart-PLS 4 application. Data collection was carried out through distributing questionnaires on Google Form which were shared through closest friends, social media and mobile legends players who played in coffee shops, using a Likert scale, distributing a sample of 100 respondents. This study concluded that price had a significant effect on purchasing decisions with a significant value of 0.024 <0.05. Visual design had a significant effect on consumer satisfaction with a significant value of 0.032 <0.05. Purchasing decisions had a significant effect on consumer satisfaction with a significant value of 0.033 <0.05.
Co-Authors Abdurrahman Abdurrahman Ade Muammar Ichlasul Amal Agung Madepo, Mahardika Andi Ihwan Ariya Naím Aura Rizky Aditya Darusman Darusman Dedi Hariyanto Devi Yasmin Dewi Citra Sekar Asih Dona Saphiranti Eka Wira Putra Enjina Enjina Fadhilah, Raudhatul Fikri Alfitra Fitri Wahyuni Gibran, Muhammad Helman Fachri Heni Safitri Herniawati Herniawati Herniawati, Herniawati Indriani Wulandari Irfan Maftuh Jumarang, Ishak Jupin Parlin Koriyantika Koriyantika Lilis Suryani Maftuh, Irfan Mahardika Agung Madepo Masriani . Muh. Ishak Jumarang Muhammad Fuad Muhammad Gibran Mulanda, Yunike Neky Syahriani Parasdita, Arum Citra Purwaningsih, Maya Putra, Aldo Putri Yuli Utami Putri, Nita Aulia Rasina Rasina Ria Maulini Rohman Rohman Rusmini Rusmini Sabirin Sabirin Samsuddin Samsuddin Sultra Tari Sumiyati Sumiyati Tari, Sultra Tiara Tiara Tiara, Tiara Utin Arisa Maharani Yulianti Purnamasari