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<![CDATA[PENGARUH EXPERIENTIAL MARKETING DAN BRAND TRUST TERHADAP KEPUASAN KONSUMEN DAN LOYALITAS PELANGGAN HOTEL GRAND JATRA PEKANBARU ]]>
<![CDATA[Adithya Fajar Yufizar]]>;
<![CDATA[Sri Restuti]]>;
<![CDATA[Deny Danar Rahayu]]>
<![CDATA[ Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 4, No 1 (2017): Wisuda Februari ]]>
Publisher : <![CDATA[Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi ]]>
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<![CDATA[This research aimed to analyze Experiential Marketing, Brand Trust on Customer Satisfaction and Customer Loyalty, research applied on customer Grand Jatra Hotel in Pekanbaru City. The object of this research was Customer Grand Jatra Hotel in Pekanbaru City. This research consists of four variables: the dependent variable, one intervening variable and two independent variables. They are Customer Loyalty(Y2), Customer Satisfaction (Y1), Brand Trust (X2), and Experintial Marketing (X1). This research was conducted using a sample of 100 people. This research used nonprobability sampling, based on respondents who had check-in Grand Jatra Hotel over than one time. Data are taken by giving respondents structural questionaires. In terms of data analysis, this research used Path Analysis method using SPSS (Statistical Package for Social Science) version 20.Based on the hypothesis test conducted, research shows that Experiential Marketing has significant and positive effect toward Customer Satisfaction, Brand Trust has significant and positive effect toward Customer Satisfaction. Experintial Marketing has significant and positive effect toward Customer Loyalty, Brand Trust has significant and positive effect toward Customer Loyalty and Customer Satisfaction has significant and positive effect toward Customer Loyalty. Experiential Marketing and Brand Trust Influence Customer Loyaltyare moderated by Customer Satifastion.Keywords: Experiential Marketing, Brand Trust, Customer Satisfaction and Customer Loyalty.]]>
<![CDATA[ANALISIS KUALITAS PELAYANAN PERPUSTAKAAN (LIBQUAL+TM METHOD) PADA PERPUSTAKAAN SOEMAN HS PROVINSI RIAU PEKANBARU ]]>
<![CDATA[Sri Restuti]]>
<![CDATA[ PEKBIS Vol 5, No 3 (2013) ]]>
Publisher : <![CDATA[Program Studi Pendidikan Ekonomi Universitas Riau ]]>
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DOI: 10.31258/pekbis.5.3.202-211
<![CDATA[Penelitian ini dilakukan untuk mengetahui harapan dan persepsi pemustakaterhadap kualitas pelayanan perpustakaan daerah Soeman HS Provinsi Riau yangmerupakan perpustakaan daerah yang dibangun dengan tujuan utama melayanimasyarakat Riau dan mengembangkan konsep kebudayaan Melayu melaluimembaca. Penelitian ini menggunakan konsep kualitas pelayanan perpustakaan(affect of service, information control dan library as place) yang keseluruhannyamerupakan bagian dari Libqual+TM Method, menggunakan metode purposivesampling dalam pengambilan sampel yang berjumlah 168, dan menggunakanmetode Importance Performance Analysis (IPA). Terdapat kesenjangan (GAP)yang terjadi antara harapan pemustaka dengan persepsi terhadap kinerjapelayanan Perpustakaan Daerah Soeman HS Provinsi Riau. Hal ini menunjukkanbahwa kinerja keseluruhan dari dimensi Libqual+TM yang diberikan olehperpustakaan daerah Soeman HS belum memenuhi harapan pemustaka. Dimensiaffect of service dan dimensi information control memiliki kesenjangan (GAP) yanglebar terhadap harapan pemustaka, berada pada kuadran I yang menunjukkanbahwa dimensi affect of service dan dimensi information control perlu mendapatkanprioritas utama dalam perbaikan kualitas pelayanan perpustakaan secara kongkritguna memperoleh nilai persepsi yang baik dimata pemustaka. Dimensi library asplace memiliki kesenjangan (GAP) yang cukup besar terhadap harapan pemustaka,berada pada kuadran IV, menunjukkan bahwa pelayanan pada dimensi ini dinilaiberlebihan dimata para pemustaka.Kata kunci :library quality method, affect of service, information control, library asplace and recommendation (word of mouth).]]>
<![CDATA[ANALISIS KEPUASAN KONSUMEN ATAS KUALITAS LAYANAN ELECTRONIC TICKETING DALAM PEMBELIAN TIKET PESAWAT DI KOTA TANJUNGPINANG ]]>
<![CDATA[Sri Restuti]]>;
<![CDATA[Tengku Firli Musfar]]>;
<![CDATA[Sari Wenda M]]>
<![CDATA[ PEKBIS Vol 6, No 2 (2014) ]]>
Publisher : <![CDATA[Program Studi Pendidikan Ekonomi Universitas Riau ]]>
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DOI: 10.31258/pekbis.6.2.94-104
<![CDATA[Tujuan penelitian ini adalah untuk mengukur dan menganalisis tingkat kepuasanpengguna situs atas faktor Reliabilitas, Efisiensi, Fulfillment, Privasi, Daya tanggap,Kompensasi dan kontak dalam menggunakan sistem Electronic Ticketing diTanjungpinang. Populasi dalam penelitian ini adalah kosumen yang membeli tiketpesawat secara online di Tanjungpinang dan menggunakan sampel sebanyak 100orang. Penelitian ini menggunakan teknik Non Probabilitas sampling, jenis yangdigunakan ialah convenience sampling. Penelitian menggunakan teknik analisis IPA(Importance Performance Analisys) yang menganalisis tingkat kepuasan penggunasitus dengan menggambarkan hasil dari analisis tingkat harapan/kepentingan dananalisis tingkat kinerja dalam diagram kartesius. Hasil penelitian menunjukkandimensi yang paling tinggi pada penelitian ini adalah dimensi Kontak dan yangterendah adalah dimensi privasi. Tetapi apabila dilihat secara keseluruhan variabelkualitas layanan online memiliki tingkat kesesuaian yang tergolong rendah artinyapihak perusahaan penerbangan yang menggunakan situs electronic ticketing danberoperasi di Tanjungpinang harus meningkatkan dan memprioritaskan hal-halmengenai dimensi yang memiliki tingkat kesesuaian yang tergolong rendah.Kata kunci: kepuasan pengguna situs, kualitas layanan online]]>
<![CDATA[The Influence Of Customer Trust And Corporate Reputation On Customer Loyality With Customer Satisfaction As a Moderating Variable at Bank Syariah Indonesia BSI KCP Rumbai Pekanbaru ]]>
<![CDATA[Handayani, Widya]]>;
<![CDATA[Wijayanto, Gatot]]>;
<![CDATA[Restuti, Sri]]>
<![CDATA[ JAWI : Journal of Ahkam Wa Iqtishad Vol. 2 No. 2 (2024): JAWI - JUNI ]]>
Publisher : <![CDATA[MUI Kota Pekanbaru ]]>
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DOI: 10.5281/zenodo.11527222
<![CDATA[The presence of PT Bank Syariah Indonesia Tbk (BSI) in the Rumbai area with the aim of optimizing services and synergy with the community in financial transactions according to sharia principles for the local community. In May 2023, BSI customer data was leaked after previously experiencing a ransomware attack. This raises concerns for BSI customers. Customer data leaks are a serious problem that can damage a company's reputation. These concerns can lead to decreased trust and reduced consumer loyalty to the company. This research aims to see the influence of customer trust and company reputation on customer loyalty with customer satisfaction as a moderating variable at BSI Pekanbaru Rumbai branch office. The population in the study were all customers of BSI Rumbai Pekanbaru branch office, totaling 15,858 customers. Meanwhile, the sampling technique uses the Isaac and Michael formula with an alpha of 5%. And a sample of 376 customers was obtained. The data analysis method used is Structural Equation Model (SEM) using SmartPLS software. The test results show that customer trust and company reputation have a significant effect on customer loyalty. Then also customer satisfaction significantly moderates the influence of customer trust and company reputation on customer loyalty. The magnitude of the influence of customer trust and company reputation on customer loyalty is moderated by customer satisfaction at 71.8%.]]>
<![CDATA[Green Marketing and Brand Image: Strengthen Consumers’ Purchase Decisions Through Brand Trust on Mineral Water Aqua Consumers in Pekanbaru City ]]>
<![CDATA[Melinda, Lisa]]>;
<![CDATA[Restuti, Sri]]>;
<![CDATA[Jushermi, Jushermi]]>
<![CDATA[ West Science Interdisciplinary Studies Vol. 2 No. 03 (2024): West Science Interdisciplinary Studies ]]>
Publisher : <![CDATA[Westscience Press ]]>
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DOI: 10.58812/wsis.v2i03.695
<![CDATA[This study aims to find out the effect of Green Marketing and Brand Image on the purchase decisions of Mineral Water AQUA consumers in Pekanbaru City through the moderation of Brand Trust. The population in this study is the residents of Pekanbaru who purchase and consume AQUA Mineral Water. Sampling was done using purposive sampling technique with a total of 226 respondents. Data analysis used was SMART PLS 3.2.9. The results research: 1) Green Marketing has a positive and significant effect on the Brand Trust of AQUA Mineral Water consumers in Pekanbaru City. 2) Brand Image has positive and significant effect on the Brand Trust of AQUA Mineral Water consumers in Pekanbaru City. 3) Green Marketing has a positive and significant effect on Purchase Decisions 4) Brand Image has positive effect on Purchase Decisions is positive but insignificant. 5) Green Marketing has a positive and significant effect on Purchase Decisions through Brand Trust as a moderating variable for AQUA Mineral Water consumers in Pekanbaru City. 6) Brand Image has a positive and significant influence on Purchase Decisions through Brand Trust as a moderating variable on AQUA Mineral Water consumers in Pekanbaru City. 7) Brand Trust has positive and significant impact on the Purchase Decisions on AQUA Mineral Water consumers in Pekanbaru City.]]>
<![CDATA[PENGARUH ATRIBUT PRODUK DAN HARGA TERHADAP KEPUTUSAN PEMBELIAN DAN KEPUASAN KONSUMEN PRODUK SMARTPHONE ]]>
<![CDATA[Firmansyah, Rezza]]>;
<![CDATA[Restuti, Sri]]>;
<![CDATA[Noviasari, Henni]]>
<![CDATA[ Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 4 (2022) ]]>
Publisher : <![CDATA[Fakultas Ekonomi dan Bisnis Universitas Brawijaya ]]>
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DOI: 10.21776/jmppk.2022.01.4.01
<![CDATA[Currently, the most widely used technology that can support these needs is one of them in the form of smartphone products or better known as smartphones. Consumers will be faced with information about a product in making purchasing decisions. This study aims to determine the effect of product attributes and prices on purchasing decisions and consumer satisfaction of Xiaomi smartphone products in Pekanbaru City. The population in this study is the people of Pekanbaru City who buy and use Xiaomi smartphones. The sampling technique used purposive sampling method and 108 people were selected as samples. Structural Equation Modeling with SmartPLS 3 software was used as a data analysis method. The results showed that product attributes have a positive and significant effect on purchasing decisions, price has a positive and significant effect on purchasing decisions, and purchase decisions have a positive and significant effect on consumer satisfaction.]]>
<![CDATA[Pengaruh Product Usability dan Cashback Promotion Terhadap Loyalitas Pengguna “OVO” Melalui Kepuasan ]]>
<![CDATA[shabri, Amirul]]>;
<![CDATA[Restuti, Sri]]>;
<![CDATA[Noviasari, Henni]]>
<![CDATA[ Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 2 (2023) ]]>
Publisher : <![CDATA[Fakultas Ekonomi dan Bisnis Universitas Brawijaya ]]>
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DOI: 10.21776/jmppk.2023.02.2.12
<![CDATA[This study aims to examine the effect of Product Usability and Cashback Promotion on User Loyalty of the "OVO" digital wallet through user satisfaction in Z Generation in Pekanbaru City. The population in this study includes Z generation people who are domiciled in Pekanbaru City who use the OVO digital wallet with a sample size of 115 Z generation of Pekanbaru City and with the Non-Probability Sampling technique. Data analysis using SEM-PLS with the help of SmartPLS.4.0 software.The results of this study indicate that (1) Product Usability has a positive and significant effect on satisfaction; (2) Cashback Promotion has a positive and significant effect on satisfaction; (3) product usability has a positive and significant effect on loyalty; (4) Cashback Promotion has a positive and significant effect on Loyalty; (5) Cashback Promotion has a positive and significant effect on Loyalty; (6) Product Usability has a significant positive effect on Loyalty through Satisfaction; (7) Cashback Promotion has a significant positive effect on Loyalty through Satisfaction. Abstrak Penelitian ini bertujuan untuk menguji pengaruh Product Usability dan Cashback Promotion terhadap Loyalitas Pengguna dompet digital “OVO” melalui Kepuasan pengguna pada generasi Z di Kota Pekanbaru. Populasi dalam penelitian ini meliputi masyarakat generasi Z yang berdomisili Kota Pekanbaru yang menggunakan dompet digital OVO dengan ukuran sempel 115 genarasi Z kota Pekanbaru dan dengan teknik penentuan sampel Non-Probability Sampling. Analisis data menggunakan SEM-PLS dengan bantuan softwere SmartPLS.4.0.Hasil penelitian ini menunjukan bahwa (1) Product Usability berpengaruh positif dan signifikan terhadap Kepuasan; (2) Cashbck Promotion berpengaruh positif dan signifikan terhadap Kepuasan; (3) Product Usability berpengaruh positif dan signifikan terhadap Loyalitas; (4) Cashback Promotion berpengaruh positif dan signifikan terhadap Loyalitas; (5) Cashbck Promotion berpengaruh positif dan signifikan terhadap Loyalitas; (6) Product Usability berpengaruh positif signifikan terhadap Loyalitas melalui Kepuasan; (7) Cashbck Promotion berpengaruh positif signifikan terhadap Loyalitas melalui Kepuasan.]]>
<![CDATA[Pengaruh Keragaman Produk dan Harga Terhadap Impulse Buying Melalui Shopping Emotion ]]>
<![CDATA[Riauni, Muhammad Alfarabi NL]]>;
<![CDATA[Restuti, Sri]]>;
<![CDATA[Musfar, Tengku Firli]]>
<![CDATA[ Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 1 (2023) ]]>
Publisher : <![CDATA[Fakultas Ekonomi dan Bisnis Universitas Brawijaya ]]>
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DOI: 10.21776/jmppk.2023.02.1.16
<![CDATA[MR DIY Indonesia is one of the leading equipment retailers in Indonesia which was established with the concept of "Always Low Price" which applies to every store, meaning that every quality product offered is always at an affordable price and there is no difference in price between stores across the archipelago. This study aims to examine the effect of Product Diversity and Price on Impulse Buying through Shopping Emotion as an Intervening Variable on Consumers of MR DIY Mal SKA Pekanbaru. Primary data were collected with a questionnaire as an instrument. This study uses 100 consumers of MR DIY Mall SKA Pekanbaru as respondents with the Non-Probability Sampling technique. This research uses data analysis method using Path Analysis using SPSS software. The results of this study indicate that (1) Product Diversity has an effect on Shopping Emotion; (2) Price has an effect on Shopping Emotion; (3) Product Diversity affects Impulse Buying; (4) Price has an effect on Impulse Buying; (5) Shopping Emotion has an effect on Impulse Buying; (6) Product diversity affects Impulse Buying through Shopping Emotion; (7) Price has an effect on Impulse Buying through Shopping Emotion. Abstrak MR DIY Indonesia merupakan salah satu retailer perlengkapan terkemuka di Indonesia yang didirikan dengan konsep “Always Low Price” yang berlaku di setiap toko, artinya setiap produk berkualitas yang ditawarkan selalu memiliki harga yang terjangkau dan tidak ada perbedaan harga antar toko yang tersebar di seluruh nusantara. Penelitian ini bertujuan untuk menguji Pengaruh Keragaman Produk dan Harga Terhadap Impulse buying Melalui Shopping emotion Sebagai Variabel Intervening pada Konsumen MR DIY Mal SKA Pekanbaru. Data primer dikumpulkan dengan kuesioner sebagai instrument. Penelitian ini menggunakan 100 konsumen MR DIY Mal SKA Pekanbaru sebagai responden dengan teknik Non-Probability Sampling. Penelitian ini menggunakan metode analisis data dengan menggunakan Analisis Jalur dengan menggunakan software SPSS. Hasil penelitian ini menunjukkan bahwa Keragaman Produk berpengaruh terhadap Shopping emotion, Harga berpengaruh terhadap Shopping emotion, Keragaman produk berpengaruh terhadap Impulse buying, Harga berpengaruh terhadap Impulse buying, Shopping emotion berpengaruh terhadap Impulse buying, Keragaman Produk berpengaruh terhadap Impulse buying melalui Shopping emotion, dan Harga berpengaruh terhadap Impulse buying melalui Shopping emotion.]]>
<![CDATA[Analisis Tingkat Kepuasan Dengan Menggunakan Varibel Logistic Service Quality (LSQ) ]]>
<![CDATA[Juwita, Anggraini]]>;
<![CDATA[Restuti, Sri]]>;
<![CDATA[Noviasari, Henni]]>
<![CDATA[ Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 2 No. 3 (2023) ]]>
Publisher : <![CDATA[Fakultas Ekonomi dan Bisnis Universitas Brawijaya ]]>
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DOI: 10.21776/jmppk.2022.02.3.07
<![CDATA[This study aims to determine the level of customer satisfaction at PT. Pos Indonesia at PT. Pos Indonesia using the Logistic Service Quality Variables in Kuantan Singingi District. The population in this study were customers who had used the services of PT. Pos Indonesia Kuantan Hilir branch, totaling 94 people.. Primary data was collected by means of observation, distribution of questionnaires and interviews to prove the research results. To test the hypothesis in this study is the method Customer Satisfaction Index (CSI) to determine the level of customer satisfaction and methodsImportance Performance Analysis (IPA) with the help of the SPSS program. The sampling technique that has been chosen is using the techniquePurposive Sampling (94 service users of PT. Pos Indonesia Kuantan Hilir Branch) The results of the study show that customers aged 17-26 years, customers with the last high school education level are the dominant consumers. The level of customer satisfaction withLogistic Service Quality (LSQ) based on CSI of 83.24%. Based on the IPA method in quadrant A that needs improvement, namely handling order discrepancies that occur after they reach the customer, having a contact suggestion/call center to accommodate customer problems and making deliveries on time. Abstrak Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan pada PT. Pos Indonesia pada PT. Pos Indonesia menggunakan variabel Logistic Service Quality di Kabupaten Kuantan Singingi. Populasi dalam penelitian ini adalah pelanggan yang pernah menggunakan jasa PT. Pos Indonesia cabang Kuantan Hilir yang berjumlah 94 orang. Da-ta primer dikumpulkan dengan cara observasi, penyebaran kuesioner dan wawancara un-tuk membuktikan hasil penelitian. Untuk menguji hipotesis dalam penelitian ini adalah dengan metode Customer Satisfaction Index (CSI) untuk mengetahui tingkat kepuasan konsumen dan metode Importance Performance Analysis (IPA) dengan bantuan program SPSS. Teknik pengambilan sampel yang telah dipilih adalah menggunakan teknik Purpos-ive Sampling (94 orang pengguna jasa PT. Pos Indonesia Cabang Kuantan Hilir). Hasil penelitian diketahui bahwa pelanggan berusia 17-26 tahun, pelanggan dengan tingkat pen-didikan terakhir SMA merupakan konsumen yang dominan. Tingkat kepuasan pelanggan terhadap Logistic Service Quality (LSQ) berdasarkan CSI sebesar 83,24%. Berdasarkan metode IPA pada kuadran A yang perlu adanya perbaikan yaitu menangani ketidaks-esuaian pesanan yang terjadi setelah sampai ke tangan pelanggan, Memiliki contact saran/ call center untuk menampung permasalahan pelanggan dan Melakukan pengiriman tepat waktu.]]>
<![CDATA[Analisis Penggunaan QRIS (Quick Response Indonesian Standard) Dengan Pendekatan Technology Acceptance Model (TAM) ]]>
<![CDATA[Rahimi, Yusnila]]>;
<![CDATA[Restuti, Sri]]>;
<![CDATA[Wasnury, Rendra]]>
<![CDATA[ Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 3 No. 1 (2024) ]]>
Publisher : <![CDATA[Fakultas Ekonomi dan Bisnis Universitas Brawijaya ]]>
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DOI: 10.21776/jmppk.2024.03.1.18
<![CDATA[QRIS (Quick Response Code Indonesian Standard) is a combination of various types of QR from various Payment System Service Providers (PJSP) that are used to make non-cash payments via QR-Code. The research objective is to explain the effect of perceived usefulness, perceived ease of use on behavioral intention and actual system use which is part of the Technology Acceptance Model (TAM). This type of research is quantitative and carried out using the non-probability sampling method by giving questionnaires to 112 MSME culinary respondents in Pekanbaru City. The data analysis method used in this study is SEM-PLS (Structural Equation Model - Partial Least Squares). The results of this study indicate that perceived usefulness has a positive and significant effect on actual system use, perceived usefulness has a positive and significant effect on behavioral intention, Perceived Ease of Use has a positive and significant effect on perceived usefulness, Perceived Ease of Use has a positive and significant effect actual system use, Perceived Ease of Use has a positive and significant effect on behavioral intention, behavioral intention has a positive and significant effect actual system use. Abstrak QRIS (Quick Response Code Indonesian Standard) adalah penggabungan berbagai macam QR dari berbagai Penyelenggara Jasa Sistem Pembayaran (PJSP) yang digunakan untuk melakukan pembayaran non-tunai melalui QR-Code. Tujuan penelitian adalah untuk menjelaskan pengaruh perceived usefulness, perceived ease of use terhadap behavioral intention dan actual system use yang merupakan bagian dari Technology Acceptance Model (TAM). Jenis penelitian ini adalah kuantitatif dilakukan dengan metode Nonprobability sampling dengan cara memberikan kuesioner kepada 112 responden UMKM kuliner di Kota Pekanbaru. Metode analisis data yang digunakan dalam penelitian ini adalah menggunakan SEM-PLS (Structural Equation Model - Partial Least Squares). Hasil penelitian ini menunjukkan bahwa perceived usefulness berpengaruh positif dan signifikan terhadap actual system use, perceived usefulness berpengaruh positif dan signifikan terhadap behavioral intention, perceived ease of use berpengaruh positif dan signifikan terhadap perceived usefulness, perceived ease of use berpengaruh positif dan signifikan terhadap actual system use, perceived ease of use berpengaruh positif dan signifikan terhadap behavioral intention, behavioral intention berpengaruh positif dan signifikan terhadap actual system use.]]>
