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The Effect of Perceived Quality, Customer Satisfaction, Corporate Image, Customer Experience on Customer Loyalty Missy Salim; Rodhiah Rodhiah
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 5, No 1 (2022): Budapest International Research and Critics Institute February
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i1.3844

Abstract

The purpose of this study was to examine the effect of perceived quality, customer satisfaction, corporate image and customer experience on customer loyalty. The population of this study are users of the LINE Webtoon application in Jakarta. This study uses a sample with a non-probability method. The sample selection technique is purposive sampling. The number of samples is 100 respondents who use the LINE Webtoon application. The data collection technique used a questionnaire distributed online via google form. The analysis technique uses SEM which is then processed with smartPLS. The results of this study indicate that perceived quality and customer experience have a positive and significant effect on customer loyalty. However, customer satisfaction and company image have no significant effect on customer loyalty.
STUDI KELAYAKAN PENGEMBANGAN BISNIS UMKM DI MASA PANDEMI COVID 19 Margarita Ekadjaja; Clarita Tanzaretha; Missy Salim
Jurnal Bakti Masyarakat Indonesia Vol 4, No 3 (2021): Jurnal Bakti Masyarakat Indonesia
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jbmi.v4i3.13450

Abstract

The COVID-19 pandemic has opened up opportunities for partners to expand their businesses because electronic equipment and computer repair services have increased. However, due to PPKM policy, there is no direct interaction between sellers and customers. This PKM activity is held for analyzing the feasibility of new business locations for business development through a business feasibility study. Alfin Electronic Shop is an MSME located in the Kebayoran Lama Market with business activities in selling electronic equipment and servicing electronic equipment and computers. With the implementation of Community Activity Restrictions as a government effort to overcome the covid 19 pandemic, there is no direct interaction between sellers or service providers with customers so that income decreases. Partner seeks to expand its market share in the Tangerang area and its surroundings to increase revenue. The location selection was carried out using a factor weighting method with the highest total score in the Tangerang City area. The method of implementing community service activities is based on the stages of business feasibility study solutions and strategic management solutions. Solutions in business feasibility studies include market, technical, management, economic, and financial aspects. The analysis results of these five aspects indicate that the Tangerang area is suitable for partner business development. Solutions to strategic management are carried out by analyzing opportunities and threats to the sustainability of the partner's business in the Tangerang City area. Along with the industrial revolution and the Covid 19 pandemic, partners can market their business through buying and selling sites that lead to business innovation. ABSTRAKPandemi Covid 19 membuka peluang mitra untuk mengembangkan usahanya karena kebutuhan akan peralatan elektronik dan jasa perbaikan komputer meningkat. Namun seiring dengan adanya PPKM (Pemberlakuan Pembatasan Kegiatan Masyarakat) yang merupakan usaha pemerintah mengatasi pandemi covid 19, menyebabkan tidak adanya interaksi penjual atau pemberi jasa dengan pelanggan secara langsung.  Kegiatan PKM ini diadakan untuk menganalisa kelayakan lokasi pengembangan bisnis melalui studi kelayakan bisnis. Toko Alfin Elektronik merupakan UMKM yang berlokasi di Pasar Kebayoran Lama dengan kegiatan usaha dibidang penjualan peralatan elektronik, servis peralatan elektronik dan komputer. Pemberlakuan Pembatasan Kegiatan Masyarakat sebagai usaha pemerintah mengatasi pandemi covid 19, menyebabkan tidak adanya interaksi penjual atau pemberi jasa dengan pelanggan secara langsung sehingga pendapatan menurun. Mitra berupaya memperluas pangsa pasarnya di wilayah Tangerang untuk meningkatkan pendapatan. Pemilihan lokasi dilakukan menggunakan metode pembobotan faktor dengan total skor tertinggi wilayah Tangerang Kota. Metode pelaksanaan kegiatan PKM didasarkan pada tahapan solusi studi kelayakan bisnis dan solusi manajemen strategik. Solusi pada studi kelayakan bisnis meliputi aspek pasar, aspek teknis, aspek manajemen, aspek ekonomi, dan aspek keuangan.  Hasil analisa kelima aspek tersebut menunjukkan bahwa wilayah Tangerang layak untuk pengembangan usaha mitra. Solusi pada manajemen strategik dilakukan melalui analisa peluang dan ancaman terhadap keberlangsungan bisnis mitra di wilayah Tangerang Kota.  Seiring revolusi industri dan pandemi Covid 19, mitra juga dapat memasarkan bisnisnya melalui situs jual beli yang mengarah pada inovasi bisnis.