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All Journal MATEMATIKA Jurnal Online Mahasiswa (JOM) Bidang Keguruan dan Ilmu Pendidikan Journal of the Indonesian Mathematical Society Dinar: Jurnal Ekonomi dan Keuangan Islam Science and Technology Indonesia Jurnal Biologi Tropis BAREKENG: Jurnal Ilmu Matematika dan Terapan Prosiding Seminar Nasional Sains dan Teknologi Terapan JURNAL PENDIDIKAN TAMBUSAI JOURNAL OF SCIENCE AND SOCIAL RESEARCH JURNAL MUTIARA MANAJEMEN JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Jendela Bunda Program Studi PG-PAUD Universitas Muhammadiyah Cirebon Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) Jurnal Disrupsi Bisnis Jurnal Diferensial Journal of English Language and Education ProBisnis : Jurnal Manajemen Jurnal Ekonomi dan Bisnis Islam (JEBI) Society : Jurnal Jurusan Tadris IPS Neo Journal of economy and social humanities Indonesian Journal of Islamic Economics and Finance Jurnal Indonesia Sosial Sains Journal of Economics and Social Sciences Indo-Fintech Intellectuals: Journal of Economics and Business Jurnal Ilmiah Multidisiplin Indonesia PPSDP International Journal of Education Quadratic: Journal of Innovation and Technology in Mathematics and Mathematics Education Mimbar Administrasi Nunchi : Islamic Parenting Journal
Yeni Susanti
Universitas Bandar Lampung
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The Effect of Customer Experience, Product Variation and Customer Satisfaction on Customer Loyalty in Islamic Business Perspective (Study on Customer of PT. Pegadaian CP Tanjung Karang Center) Jayanti, Lilis; Zulaikah; Susanti, Yeni
Neo Journal of economy and social humanities Vol 4 No 2 (2025): Neo Journal of Economy and Social Humanities
Publisher : International Publisher (YAPENBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/nejesh.v4i2.299

Abstract

This study aims to analyze the effect of customer experience, product variation and customer satisfaction on customer loyalty at PT. Pegadaian CP Tanjung Karang Center. This type of research is a quantitative research with descriptive and associative approach. In this study the population used is the customer of PT. Pegadaian CP Tanjung Karang Center. Determination of the sample size is based on the calculation of the slovin method, then the number of samples in this study is 100 respondents. The data collection technique of this study is spread questionnaire. Data analysis tools used in this study using SPSS 25. The results of the study explain that customer experience has a positive and significant effect on customer loyalty. Good experience, honesty, and fairness in Islamic business is able to increase trust and loyalty. Product variations also have a positive and significant effect on loyalty, because they are able to meet the needs of various customers. Customer satisfaction shows a positive and significant influence on loyalty satisfied customers will tend to remain loyal and have ongoing confidence in PT. Pegadaian services. Simultaneously, the three variables together affect customer loyalty positively and significantly. In the Islamic business perspective, transparency, honesty, and trustworthiness are the basis for creating customer satisfaction and loyalty, as well as supporting business sustainability, increasing the trust of the PT. Pegadaian community.
Impact of Thrifting Presence on Local Brands in Bandar Lampung According to Islamic Business Perspective Ardian, Rega; Sanjaya, Vicky F; Susanti, Yeni
Neo Journal of economy and social humanities Vol 5 No 1 (2026): Neo Journal of Economy and Social Humanities
Publisher : International Publisher (YAPENBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56403/nejesh.v5i1.392

Abstract

This study aims to analyze the impact of the presence of the thrifting phenomenon on the sustainability of local brands in Bandar Lampung, using the perspective of Islamic business as an analysis framework. The method used is a Combination of Field research and literature, employing a qualitative approach, involving interviews with local brand owners such as Otsky, Kaway, Market Donkey, and The Done House. The results showed that the accelerated thrift trend following COVID-2019 led to significant asymmetric competition, resulting in a decrease in sales and profit margins for local brands as consumers switched to thrift products that offered unique models at much lower prices. From an Islamic perspective, the practice of trafficking illegal imports is considered vulnerable to violations of the principles of Shiddiq and Ghirar in transactions, as well as violating the principles of Al-'Adl due to the unfair advantage of avoiding legal fees. Therefore, the policy of banning the import of used clothing is justified by the Shari'ah through the principle of Mashlahah Mursalah to protect Hifzh al-Mal and hifzh an-Nafs. It is recommended that local brands use ethical integrity as the main competitive differentiation by strengthening Shiddiq and Amanah, and adopting a slow Fashion narrative that is oriented towards Mashlahah.
PENGARUH MANAJEMEN HUBUNGAN PELANGGAN (CRM) DAN ORIENTASI PASAR TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN SEBAGAI VARIABEL MODERASI DALAM PERSPEKTIF MAQASHID SYARIAH (Studi Pada Konsumen Beras Raja Udang di Bandar Lampung) Fernandika Awabi, Fahmi; Ahmad Habibi; Susanti, Yeni
Indo-Fintech Intellectuals: Journal of Economics and Business Vol. 6 No. 1 (2026): Indo-Fintech Intellectuals: Journal of Economics and Business (2026)
Publisher : Lembaga Intelektual Muda (LIM) Maluku

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54373/ifijeb.v6i1.5505

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Manajemen Hubungan Pelanggan (Customer Relationship Management/CRM) dan orientasi pasar terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel moderasi dalam perspektif maqashid syariah pada konsumen Beras Raja Udang di Bandar Lampung. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik pengumpulan data melalui kuesioner kepada 100 responden yang dipilih menggunakan purposive sampling. Analisis data dilakukan menggunakan uji validitas, reliabilitas, uji hipotesis, dan koefisien determinasi (R²).Hasil penelitian menunjukkan bahwa CRM berpengaruh positif namun tidak signifikan terhadap loyalitas konsumen. Sebaliknya, orientasi pasar berpengaruh positif dan signifikan terhadap loyalitas konsumen. Selain itu, kepuasan konsumen terbukti mampu memoderasi pengaruh CRM dan orientasi pasar terhadap loyalitas konsumen secara positif dan signifikan. Nilai koefisien determinasi (R²) sebesar 0,970 menunjukkan bahwa variabel CRM dan orientasi pasar mampu menjelaskan loyalitas konsumen sebesar 97%. Dalam perspektif maqashid syariah, hasil penelitian ini menegaskan pentingnya penerapan nilai-nilai kejujuran, keadilan, dan kemaslahatan dalam aktivitas pemasaran. Implikasi penelitian ini menunjukkan bahwa peningkatan loyalitas konsumen dapat dilakukan melalui penguatan orientasi pasar dan peningkatan kepuasan konsumen, serta optimalisasi penerapan CRM guna menciptakan hubungan jangka panjang yang berkelanjutan antara pelaku usaha dan konsumen.
Co-Authors Abdul Gazir Syarifudin Abdul Syukur Ahmad Habibi ahmad habibi Ali, Muhamad Rayhan AMBARINI PUSPITASARI Anggeraeni, Erike Anggraeni, Citra Ardian, Rega Ariani, Dera Astria, Yeni Bawana, Agista Surya Dewi Angraini, Dewi Eksanti, Rindi Julia Elviani, Elviani Ersi Sisdianto Fachry Abda El Rahman Fahmanadie, Daddy Femei Purnamasari Fernandika Awabi, Fahmi Fuadi, Fatih Hanif Hanif Hanum, Dinarta Hayati, Mardhiya Heliati Fajriah, Heliati Hijriati, Hijriati Huda, Muhammad Janan Indah Emilia Wijayanti Jelestari, Nerma Jufri, Abdul Wahab Khuzaini Lia, Febby Desy Lilis Jayanti Maharani, Rambu Maya Imung Mardhiyah Hayati Meiliyani, Eci Mira Wadu Muhammad Iqbal Muhammad Nurul Huda Muhammad, Hubbi Muna, Naelufa Syifna Wifaqotul Mustika Sari, Ayu Muthmainnah Muthmainnah Muzil, Jaizaton Natalia, Delia Nazira, Aliya Nikken Prima Puspita Nugroho, Fajarrudin Pramulya, Ariya Putra Marwa Priyono Priyono Putri, Dewinta Tiara Putri, Novita Nadiya Qonita, Niswah Rahmadi, Deddy Raventino Raventino Raventino Respita, Novi Riyyana, Mulya Rizki Maulida, Emelia Saputra, Yose Sofiana, Ananda Mery Sri Nurhayati Sudarno Sudarno Sunayah, Sunayah Sutjijana, Aluysius Syafiq, Muhammad Zaky Syahrial Shaddiq Utami, Rintang Vicky F Sanjaya Wahyu Fibriyanti, R A Wardiansyah Weny Rosilawati Yesy Diah Rosita Zulaikah