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Endang Sulistya Rini

Fakultas Ekonomi Dan Bisnis, Universitas Sumatera Utara

Author-ID : 361284

Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Physics Public Health Social Sciences Transportation Other

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FACTORS THAT INFLUENCE PURCHASE DECISION AT COFFE SHOP DUKKU RIANG COFFEE MEDAN Gita Ayu Lestari; Endang Sulistya Rini; Syafrzal Helmi Situmorang
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 4 No. 6 (2024): December
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v4i6.2325

Coffee is one of the strategic commodities in the plantation sub-sector that has high economic value. The development of the coffee shop business in Medan City has led to competition in the coffee shop sector which has caused consumers to be more selective and can easily move from one coffee shop to another to decide to buy coffee. The increase in competition requires companies to highlight their own characteristics and uniqueness in order to be superior to other companies that offer similar products and of course attract consumers' attention. Therefore, management needs to pay attention to and consider the store atmosphere if they want to attract, entice, or encourage consumers to visit the cafe so that consumer satisfaction will be realized and consumers will be interested in visiting. The data analysis technique in this study was carried out with classical assumptions and multiple linear regression tests. The results of this study indicate that the Lifestyle Variable has a coefficient value of 0.714 indicating that the more relevant the consumer's lifestyle is to the products or services offered, the more likely consumers will make a decision to buy. The Brand Image variable has a coefficient value of 0.309 indicating that positive consumer perceptions of the brand can increase consumer decisions to buy and the Store Atmosphere variable has a coefficient value of -0.284 indicating a significant negative influence, meaning that the worse the store atmosphere, the less likely consumers will decide to buy. Overall, consumer decisions are greatly influenced by a combination of lifestyle, brand image, and cafe atmosphere. Therefore, an integration strategy of these three aspects needs to be carried out consistently.

THE EFFECT OF E-SERVICE QUALITY ON CUSTOMER SATISFACTION WITH COMPLAINT HANDLING AND CUSTOMER TRUST AS AN INTERVENING VARIABLE (Case Study at PT. PLN (Persero) UP3 Medan and North Medan, Medan City Working Area) Ronald Sibuea; Endang Sulistya Rini; Rulianda Purnomo Wibowo
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 5 No. 1 (2025): February
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v5i1.2374

This study aims to test and analyze the effect of e-service quality on customer satisfaction with complaint handling and customer trust as intervening variables at PT. PLN (Persero) UP3 Medan and Medan Utara Medan City Working Area. The population of all users of the New PLN Mobile application at PT. PLN (Persero) UP3 Medan and Medan Utara Medan City Working Area totaling 3,256,389 users. The sample is 400 customers. The data analysis technique used is Partial Least Square (PLS). The results of the study indicate that e-service quality has an effect on customer satisfaction, e-service quality has an effect on complaint handling, e-service quality has an effect on customer trust, complaint handling mediates the effect of e-service quality on customer satisfaction, and customer trust mediates the effect of e-service quality on customer satisfaction.

THE INFLUENCE OF SERVICE QUALITY AND TRUST ON CUSTOMER LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE IN MANDIRI SUPERMARKET MEDAN May Friska Yuliani Saragih; Yeni Absah; Endang Sulistya Rini
International Journal of Educational Review, Law And Social Sciences (IJERLAS) Vol. 3 No. 5 (2023): September
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijerlas.v3i5.1098

Customer Trust has a positive and significant effect on Customer Loyalty at Mandiri Supermarket Griya Medan. Customer Satisfaction has a positive and significant effect on Customer Loyalty at Mandiri Supermarket Griya Medan. Service Quality has a positive and significant effect on Customer Satisfaction at Mandiri Supermarket Griya Medan. significantly to Customer Satisfaction able to mediate the effect. Service Quality on Customer Loyalty. Customer Satisfaction is able to mediate the influence of Customer Trust on Customer Loyalty. Service Quality has a positive and significant effect on Customer Satisfaction at Mandiri Supermarket Griya Medan. Customer Trust has a positive and significant effect on Customer Satisfaction being able to mediate the effect. Service Quality on Customer Loyalty. Customer Satisfaction is able to mediate the influence of Customer Trust on Customer Loyalty. Service Quality has a positive and significant effect on Customer Satisfaction at Mandiri Supermarket Griya Medan. Customer Trust has a positive and significant effect on Customer Satisfaction being able to mediate the effect. Service Quality on Customer Loyalty. Customer Satisfaction is able to mediate the influence of Customer Trust on Customer Loyalty.

STRATEGI BAURAN PEMASARAN JASA PROGRAM PERISAI UNTUK MENINGKATKAN JUMLAH KEPERSERTAAN DI BPJS KETENAGAKERJAAN CABANG MEDAN UTARA Dewantoro, Riy; Rini, Endang Sulistya; Fadli, Fadli
Jesya (Jurnal Ekonomi dan Ekonomi Syariah) Vol 7 No 1 (2024): Article Research Volume 7 Number 1, January 2024
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi Al-Washliyah Sibolga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36778/jesya.v7i1.1413

Kesejahteraan masyarakat merupakan tanggung jawab suatu negara, penyelenggara program jaminan sosial dimaksud diserahkan kepada Badan Penyelenggara Jaminan Sosial yang dibentuk dengan undang-undang BPJS. Dalam menjalankan tugas nya agen penggerak jaminan sosial, perisai mencari nasabah dengan cara langsung datang ke perusahaan atau UMKM yang tidak terjangkau oleh BPJS secara langsung. Secara spesifik tugas agen Perisai adalah melaksanakan sosialisasi program jaminan sosial ketenagakerjaan, meningkatkan cakupan kepesertaan kepada pekerja baik Penerima Upah (PU) maupun Bukan Penerima Upah (BPU), dan melakukan kegiatan pengelolaan peserta. Sebagai agen Perisai harus mampu untuk melakukan akuisisi, sosialisasi, edukasi serta memberikan informasi terkait manfaat dan prosedur klaim. Penelitian ini dilakukan dengan tujuan Menjelaskan pengaruh promosi terhadap keputusan konsumen dalam peningkatan jumlah kepersertaan Di BPJS Ketenagakerjaan, Menjelaskan pengaruh persepsi harga terhadap keputusan konsumen dalam peningkatan jumlah kepersertaan Di BPJS Ketenagakerjaan, Menjelaskan pengaruh kualitas produk terhadap keputusan konsumen dalam peningkatan jumlah kepersertaan Di BPJS Ketenagakerjaan, Menjelaskan pengaruh distribusi produk terhadap keputusan konsumen dalam peningkatan jumlah kepersertaan Di BPJS Ketenagakerjaan, Menjelaskan pengaruh orang (people) terhadap keputusan konsumen dalam peningkatan jumlah kepersertaan Di BPJS Ketenagakerjaan, Menjelaskan pengaruh proses terhadap keputusan konsumen dalam peningkatan jumlah kepersertaan Di BPJS Ketenagakerjaan, Menjelaskan pengaruh bukti fisik terhadap keputusan konsumen dalam peningkatan jumlah kepersertaan Di BPJS Ketenagakerjaan.

Pengaruh Social Media dan Kualitas Produk terhadap Repurchase Intention Melalui Kepuasan Pelanggan pada UMKM Alfahmi Konveksi Mawaddah, Wirda; Rini, Endang Sulistya; Sembiring, Beby Karina Fawzeea
J-MAS (Jurnal Manajemen dan Sains) Vol 9, No 1 (2024): April
Publisher : Universitas Batanghari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/jmas.v9i1.1674

This research aims to know the impact of social media and product quality on repurchase intention through customer satisfaction at UMKM Alfahmi Konveksi. The research method in this research is the quantitative method. The location of the research was carried out at Alfahmi Konveksi located at Rahmad PIK Complex No. A 42 Menteng VII, Medan Tenggara, Kec. Medan Denai, Kota Medan, North Sumatra 20226. As for the results of the research, it was found that (1) there was a positive and significant influence of social media on repurchase intention in UMKM Alfahmi Konveksi. (2) there is a positive influence and significant impact of product quality on repurchasing intention. (3) Colabored between social media and product quality have a positive, significant impact on repurchase intention through customer satisfaction. The findings provide a deep understanding of the importance of the role of social media and product quality in improving repurchase intention through customer satisfaction at UMKM Alfahmi Konveksi.

Optimizing Sharia Bank Digitalization Efforts to Improve the National Economy and Human Resources in the Industrial Era 4.0 Andiansyah, Farma; Rini, Endang Sulistya; Absah, Yeni
Jurnal Ilmiah Ekonomi Islam Vol. 10 No. 1 (2024): JIEI : Vol.10, No.1, 2024
Publisher : ITB AAS INDONESIA Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jiei.v10i1.11732

The movement of the community's economic structure experienced a very drastic decline in line with the spread of the COVID-19 virus. The Covid-19 pandemic has become a driving force for digitalization in almost all sectors, including payment systems. Digitalization of the payment system is considered to be the key to accelerating national economic recovery in addition to the COVID-19 vaccination program. This research aims to find out how the Digitalization of Sharia Banks Promotes National Economic Recovery during the COVID-19 pandemic. The research method used by the author in preparing this article is a literature review or literature study that contains theories that are relevant to the research problems. Several digital services can be put forward to encourage the acceleration of increasing sharia financial inclusion in Indonesia such as digital payment systems, peer-to-peer lending, and branchless banking. Increasing Sharia financial inclusion itself is carried out because it has a direct impact on improving the welfare of people who use digital-based Sharia financial services and products. Digitalization of Sharia banking can be the key to encouraging national economic recovery. The convenience of digital transaction services facilitates bank transaction activities amidst the limited mobility of community activities. So it cannot be denied that the Sharia banking industry has experienced an increase through digital banking services even though it has been hit by a crisis due to the COVID-19 pandemic.

The Influence of Relationship Marketing on Customer Loyalty of Glad2Glow Skincare Products in Medan Azzahra, Nindya; Rini, Endang Sulistya; Fawzea, Beby Karina
Proceedings of The International Conference on Computer Science, Engineering, Social Science, and Multi-Disciplinary Studies Vol. 1 (2025)
Publisher : CV Raskha Media Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64803/cessmuds.v1.80

This study examines the influence of relationship marketing on customer loyalty toward Glad2Glow skincare products in Medan. Relationship marketing is operationalized through trust, commitment, communication, and personalized service; customer loyalty is measured by repurchase intention, positive word-of-mouth, and brand preference. Using a cross-sectional survey of 320 Glad2Glow customers in Medan and analyzed with partial least squares structural equation modeling (PLS-SEM), the study finds that trust and commitment significantly predict customer loyalty, while communication and personalization show moderate but positive effects. The research contributes to both theory and practice by validating relationship marketing dimensions in an Indonesian skincare retail context and offering managerial recommendations to strengthen loyalty through targeted relationship-building strategies.

ANALYSIS OF THE EFFECT OF E-SERVICE QUALITY ON SATISFACTION CUSTOMERS OF PT BANK TABUNGAN NEGARA (PERSERO) TBK PEMATANG SIANTAR BRANCH OFFICE Iqbal Habibie; Endang Sulistya Rini; Sugih Arto Pujangkoro
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 4 No. 3 (2024): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v4i3.1930

The decrease in the number of BTN Mobile Banking users of BTN Pematang Siantar Branch Office customers needs to be analyzed, so that the cause of the decrease in BTN Mobile Banking users will be known. This study aims to test and analyze the effect of e-service quality on customer satisfaction of PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office. The population of this study was all customers of PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office, both individual customers, debtors and payroll customers who used BTN Mobile Banking in the period from January to March 2023, totaling 7,023 customers. The sample in this study was 380 people. The analysis technique used was Multiple Linear Regression Analysis. The results of statistical tests showed that efficiency, reliability, fulfillment, privacy partially influenced customer satisfaction of PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office. The results of simultaneous tests showed that efficiency, reliability, fulfillment, privacy simultaneously influenced customer satisfaction at PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office.

ANALYZING THE EFFECTS OF OMNICHANNEL STRATEGY AND CUSTOMER EXPERIENCE ON LOYALTY: THE MEDIATING ROLE OF CUSTOMER SATISFACTION Sarah Madaniah; Arlina Nurbaity Lubis; Endang Sulistya Rini
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 3 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i3.3044

The beauty industry has experienced significant and rapid growth in recent years. However, this growth has not been reflected in Sociolla's revenue, which has shown fluctuations and a downward trend. In its annual report, Sociolla stated that it has implemented an omnichannel system to enhance customer experience. Surprisingly, this system has become the least utilized shopping channel among its consumers. Previous studies have also presented mixed results regarding the implementation of omnichannel strategies and customer management. This phenomenon has gained increasing attention from both academics and industry practitioners due to the growing challenges in delivering effective customer service. This study aims to examine and analyze the influence of omnichannel system usage and customer experience on customer loyalty through customer satisfaction at Sociolla Sun Plaza Medan. The research adopts an associative approach with quantitative data. The population consists of Sociolla customers at Sun Plaza Medan, whose total number is unknown. 210 respondents were selected using purposive sampling, with criteria including having made at least three purchases at Sociolla Sun Plaza Medan and having used multiple shopping channels. The data were analyzed using Structural Equation Modeling (SEM) with SmartPLS version 4.0. The results indicate that the use of the omnichannel system has a positive but insignificant effect on both customer satisfaction and loyalty. In contrast, customer experience has a positive and significant effect on both satisfaction and loyalty. Regarding indirect relationships, customer satisfaction does not mediate the effect of omnichannel system usage on customer loyalty. However, customer satisfaction does mediate the relationship between customer experience and loyalty at Sociolla.

Antecedents of destination brand experience Tarigan, Miska Irani; Lubis, Arlina Nurbaity; Rini, Endang Sulistya; Sembiring, Beby Karina Fawzeea
Journal of Sustainable Tourism and Entrepreneurship Vol. 4 No. 2 (2023): January
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/joste.v4i2.428

Purpose: The tourism sector is the leading sector for Indonesia's foreign exchange earnings. The Indonesian government has established six National Tourism Strategy Areas, including Lake Toba, North Sumatra. Development in the Lake Toba tourist area has been carried out, but it does not automatically bring tourists to visit the Lake Toba Tourism Area. The researcher intended to know the factors of the tourist brand experience in Lake Toba. Therefore, this study aims to confirm the factors obtained from a literature study. Research methodology: The research methodology used is a qualitative study, namely Focus Group Discussion. Participants in the Focus Group Discussion are Government Representatives, Tour Guides, Travel Agencies, and domestic tourists' representatives. Results: The study results should add to the Tourist Self-expression as a new precursor to the destination brand experience. Limitation: The study did not involve hospitality and other relevant governments to gain a broader perspective. Contribution: The results of this study hope to contribute to references for tourism marketing. Keywords: Brand experience, Destination branding, Tourism marketing, Lake Toba

Co-Authors Achmad Rifai Adinda Nadila Azhari Adita Wanda Syahputri Siregar Agnes Lolyta Tambunan Agus Purwoko Al Hilal Akbar Ferdynanda Alexander Romario Bukit Alexander Tan Alfifto Amlys Syahputra Silalahi Amlys Syahputra Silalahi Amlys Syahputra Silalahi Amrin Fauzi Amrin Fauzi Amrin Fauzi Andiansyah, Farma Andrio Bukit Annisa Amelia Aprianta Raskami Sembiring Aprizal Haris Sinaga Ardiansyah Putra Ramadhan Arif Qaedi Hutagalung Aris Handiyoko Sibuea Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Augina Amelia Putri Azhar Maksum Azzahra, Nindya B, Mesra Badikenita br. Sitepu Beby Karina Beby Karina F. Sembiring Beby Karina F. Sembiring Beby Karina Fauzeea Sembiring Beby Karina Fawzeea Sembiring Beby Karina Fawzeea Semiring Betharia Nandasari Siregar Chairiyah, Hasanatul Clarisa Felicia Dalimunthe, Doli Muhammad Ja'far Dewantoro, Riy Dewi Maya Sari Dhery Wiranata Surya Dian Natari Dina Arfianti Siregar - Dina Widya Astuti Dzikira, Teuku Muharna Elfa Yolanda Elisabet Siahaan Elperida Juniarni Sinurat Elsa Noviliani Syarif Emil Endang Setiawati ERLINA Erman Munir Erwin Sahat Mora Pardede Euodia Grace Maranatha Evawany Yunita Aritonang Fadli Fadli Fadli Fadli Fadli Fadli Hazmi Fadli, Fadli Fairuza Rikha Amri Fani Al Vionita Rangkuti Farid Aulia Fauzi, Amrin Fawzea, Beby Karina Fionita Idanesia Br Tarigan Florence Sirait Ginting, Ninda Gita Ayu Lestari Harmawan, Wisnu Agus Harris Pinagaran Nasution Hartini Pratiwi Pane Hidayat Nasution Iin Irwanto Indah Ardhina Oktaria Indawati Lestari Indi Ade Fitri Koto INDRA HERMAWAN Iqbal Habibie Irma Zulhana Koto Isfenti Sadalia Ishbir Mujahid Adha Iskandar Muda Junita Safitri Karina, Beby Lestariningsih, Marsudi Lidya Kesuma Sari Linda Trimurni Maas Mahyunnisa yunus Maria Damaianty Pasaribu Marlina Widiyanti Maulidina Yuliani Mawaddah, Wirda May Friska Yuliani Saragih Megaria Damanik Meilita Tryana Sembiring, Meilita Tryana Mesra B Mirza Abdillah Pane Moudy Fitria Respati Mufida Sari Muhammad Asrin Jazuli Muhammad Ismuroji Muhammad Syahputra Nabila Khairunisa Khaidir Namora Lumongga Lubis Nanda Adilfa Mulya Nazaruddin Negara, Satia Nora, Yeni Safitri Nurafrina Siregar paham ginting Parapat Gultom Pasaribu, Mhd Hasan Petrus Lajor Ginting Prihatin Lumbanraja Prihatin Lumbanraja Purnawan Junadi R. Hamdani Harahap Rahmadani Raja Palti Tambunan Ramadhan Nurmuhammad Rangkuti, Agus Edy Renancy Pratiwi Riki Riduansyah Rambe RINDI SHARIFA Ritha F. Dalimunthe Rival Irwanson Damanik Rizki Ermaliza Ronald Sibuea Rumiaty Manurung Saputra, Adi Hasan Ragil Sarah Madaniah Sari, Mufida Sembiring, Aprianta Raskami Shabrina Tifani Sihombing, Edi Epron Sihombing, Marlon Silalahi, Amlys Syahputra Sirojuzilam Sirojuzilam Hasyim Siswahyudianto Siti Putri Luthfiyyah Situmorang, Syafrizal Helmi Stifani Emerta Perangin-angin Suci Chasara Nasution Suci Veny Beauty Sugih Arto Pujangkoro Sugih Arto Pujangkoro Sugiharto Sugiharto Pujangkoro Syafrizal Helmi Situmorang Syafrizal Helmi Situmorang Syafrzal Helmi Situmorang Syahyunan Syahyunan Tarigan, Miska Irani Tengku Muhammad Adriansyah Togar Naibaho Tri Widiyanti Trisatya, Achmad Afriadi Wahyu Ario Pratomo Wibowo, Rulianda P. Windi Puspita Dian Sari Hasibuan Wisnu Agus Harmawan Wulanda, Astrea yeni absah Yeni Absah yeni absah Youanita Tri Sevanya Damanik Yudha Yustiasa Yuliana, Yayuk yunus, Mahyunnisa Zharifah Putri Masturah Hasibuan

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