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All Journal JRB-Jurnal Riset Bisnis Jurnal Manajemen Strategi dan Aplikasi Bisnis AKURASI: Jurnal Riset Akuntansi dan Keuangan Dinasti International Journal of Education Management and Social Science Annals of Management and Organization Research EMBISS: Jurnal Ekonomi, Manajemen, Bisnis, Sosial juremi: jurnal riset ekonomi Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi (JEMBA) Jurnal Manajemen dan Kewirausahaan International Journal of Economics and Management Research JRAP (Jurnal Riset Akuntansi dan Perpajakan) Capacitarea : Jurnal Pengabdian Kepada Masyarakat Abdi Implementasi Pancasila: Jurnal Pengabdian kepada Masyarakat Jurnal Nusantara Mengabdi Jurnal Lentera Pengabdian Ekobisman : Jurnal Ekonomi Bisnis Manajemen Jurnal Ekonomi, Akuntansi dan Perpajakan PENG: Jurnal Ekonomi dan Manajemen Akurasi
Agustinus Miranda Wijaya
Universitas Pancasila
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Public Health Social Sciences Other

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PENGARUH KUALITAS PRODUK DAN E-SERVICE QUALITY TERHADAP KEPUASAN DAN SWITCHING RESISTANCE PELANGGAN PT TIRTA ASASTA DEPOK (PERSERODA) Satria Nugraha; Lola Fitria Sari; Agustinus Miranda
Jurnal Riset Bisnis Vol. 10 No. 1 (2026): Mei - Oktober 2026
Publisher : Fakultas Ekonomi dan Bisnis Universitas Pancasila Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65179/e7wwrz67

Abstract

Abstrak Penelitian ini bertujuan untuk menganalisis pengaruh Kualitas Produk dan E-Service Quality terhadap Kepuasan Pelanggan dan Switching Resistance pelanggan PT Tirta Asasta Depok (Perseroda). Penelitian ini dilatarbelakangi oleh meningkatnya jumlah pelanggan yang berhenti berlangganan dari 465 pelanggan pada tahun 2021 menjadi 3.544 pelanggan pada tahun 2024, serta tingginya volume pengaduan yang mencapai 7.497 aduan dalam periode Agustus–Desember 2025. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 190 responden melalui teknik accidental sampling dan dianalisis menggunakan Partial Least Squares–Structural Equation Modeling (PLS-SEM) dengan SmartPLS 4.0. Hasil penelitian menunjukkan bahwa Kualitas Produk berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan dan Switching Resistance. E-Service Quality berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan dan Switching Resistance, serta menjadi determinan paling dominan dalam model. Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap Switching Resistance sekaligus terbukti sebagai mediator parsial yang signifikan bagi pengaruh Kualitas Produk dan E-Service Quality terhadap Switching Resistance. Nilai Goodness of Fit model sebesar 0,587 mengindikasikan kecocokan model yang tinggi. PT Tirta Asasta Depok (Perseroda) perlu mengembangkan strategi retensi pelanggan secara integratif melalui penguatan kualitas produk air dan optimalisasi layanan digital berbasis kebutuhan pelanggan. Kata Kunci: Kualitas Produk, E-Service Quality, Kepuasan Pelanggan, Switching Resistance, PLS-SEM
Customer Experience and Business Model Transformation in Training Providers: The Enabling Roles of Digital Curriculum and Teachers’ Self-Efficacy Lola Fitria; Agustinus Miranda Wijaya; Yunita Yunita
Dinasti International Journal of Education Management and Social Science Vol. 8 No. 1 (2026): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v8i1.7408

Abstract

The rapid digitalisation of the education and training industry is reshaping how training providers create and deliver value for digitally oriented learners. This study examines the effects of teachers’ self-efficacy and digital curriculum on customer experience and investigates the mediating role of business model transformation. Drawing on Dynamic Capabilities Theory and Service-Dominant Logic, the study develops a model comprising four constructs and seven hypotheses. A survey of 180 respondents from PT Citra Prestasi Gemilang, a training provider, was analysed using partial least squares structural equation modelling (PLS-SEM). The measurement model demonstrated reliability, with Cronbach’s alpha ranging from 0.724 to 0.800, composite reliability from 0.876 to 0.895, and average variance extracted from 0.702 to 0.810. The structural model explained 28.0% of the variance in business model transformation and 42.3% of customer experience. Teachers’ self-efficacy had effects on business model transformation (β = 0.146, t = 3.467, p = 0.019) and customer experience (β = 0.062, t = 2.987, p < 0.001). Digital curriculum had stronger positive effects on business model transformation (β = 0.426, t = 4.689, p < 0.001) and customer experience (β = 0.332, t = 4.520, p < 0.001). Business model transformation positively affected customer experience (β = 0.370, t = 4.280, p < 0.001). Effect-size analysis showed that business model transformation had a medium-to-large effect on customer experience (f² = 0.171), whereas digital curriculum had small-to-medium effects on business model transformation (f² = 0.155) and customer experience (f² = 0.102). Overall, business model transformation emerges as an important mechanism through which digital curriculum and human capabilities contribute to customer experience.
Co-Authors Agoestina Mappadang Agung Pamungkas Asengbaramae, Rowiyah Astrid Haznam Atmojo, Chairul Tri Bahtiar Minarto DARMANSYAH . Derriawan Derriawan, Derriawan Dikki Rukmana Djaddang, Syahril Erwin Permana Erwin Permana Fahruddin Salim Harnovinsah Harnovinsah Heni Pujiastuti Iskak, Jamaludin Jusuf Luther Mappadang Lies Putriana Lola Fitria Lola Fitria Sari Luluk Hidayati Luther Jusuf Mappadang Mahathir Muhammad Dewantoro Mappadang, Jusuf Luther Mombang Sihite Muhammad Rafi Putra Prasetia Muhammad Rafif Falah Mutiara Ramadhani Nana Nawasiah Octo Budhi Prasetyo Oktaviani , Silvi Malvina R. Oktavianto Harmadi Riskarini, Dian Rosikin, Rosikin Sari, Lola Fitria Satria Nugraha Shoeb Khagda Sihite, Mombang Sri Widyastuti Sri Widyastuti Sutarno Sutarno Syam, Ardiansyah Thirafi, Aufa Luthfi Tiara Nurul Kusuma Wahyudin Wahyudin Widarto Rachbini Yunita Yunita Zulkifli Zulkifli Zulkifli Zulkifli Zulkifli