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All Journal Syntax Literate: Jurnal Ilmiah Indonesia jurnal ilmiah hospitality JURNAL KOMUNIKASI DAN BISNIS COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Ekonomi Perusahaan Jurnal Indonesia Sosial Sains Journal Research of Social Science, Economics, and Management Jurnal Signaling
Elfrida Viesta Napitupulu
Institut Bisnis Dan Informatika Kwik Kian Gie
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Pengaruh Citra Merek, Harga dan Kualitas Layanan Terhadap Kepuasan Pelanggan Go-Jek Santoso, Kartini; Napitupulu, Elfrida Viesta
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 5 No. 1 (2025): COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v5i1.3080

Abstract

Dinamika industri jasa transportasi online mengalami evolusi signifikan, diiringi dengan perubahan perilaku konsumen yang semakin mengutamakan kemudahan dan efisiensi. Gojek, perusahaan rintisan asal Indonesia, telah berhasil merevolusi sektor ini dengan menawarkan berbagai layanan yang terintegrasi melalui satu platform. Riset ini bertujuan untuk mengungkap pengaruh citra merek, harga, dan kualitas layanan terhadap kepuasan pelanggan. Data dikumpulkan secara langsung melalui penyebaran kuesioner (melalui Google Form) di wilayah Jabodetabek. Teknik pengambilan sampel menggunakan rumus Cochran, menghasilkan total responden sebanyak 385 orang. Data yang telah dihimpun kemudian dianalisis dengan software SPSS versi 26. Hasil analisis menunjukkan bahwa citra merek, harga, dan kualitas layanan masing-masing memiliki pengaruh positif dan signifikan terhadap tingkat kepuasan pelanggan.
The Influence of Work Motivation, Career Development, and Organizational Culture on Employee Job Satisfaction at PT. BDI Ndoloe, Amasa Esaf Hendrikus; Napitupulu, Elfrida Viesta
Jurnal Indonesia Sosial Sains Vol. 5 No. 12 (2024): Jurnal Indonesia Sosial Sains
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jiss.v5i12.1524

Abstract

The research investigates the factors contributing to employee job satisfaction at PT BDI, where a survey in 2022 revealed that 57% of employees were dissatisfied, highlighting issues in work motivation, career development, and organizational culture. The purpose of this research is to determine the effect of work motivation, career development and organizational culture on PT BDI employee job satisfaction. The research method is a quantitative research method where obtained sample are 67 PT BDI employees. The sampling technique is based on saturated sampling using the questionnaire method. The analysis method uses Multiple Regression Analysis with the SPSS version 22 program. The conclusion of this study is that Work Motivation have a positive and significant effect on Job Satisfaction, Organizational Culture have a positive and significant effect on Job Satisfaction, meanwhile Career Development has a positive but not significant effect on PT BDI employee Job Satisfaction.
WARDAH’S CUSTOMER SATISFACTION REGARDING PRODUCT PACKAGING INNOVATION, QUALITY AND PRICE: JAKARTA AREA Putri, Theresia Wongso; Napitupulu, Elfrida Viesta
Jurnal Komunikasi dan Bisnis Vol. 11 No. 1 (2023): May
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jkb.v11i1.926

Abstract

Many new brands of body and beauty care products have sprung up, we can find almost all varieties from local products and other products that came from other countries. With the fast development of these brands, Wardah needs to be able to take part in "stepping up their game" such as innovating the product packaging, improving product qualities, and adjusting product prices to maintain and increase their customer’s satisfaction. Therefore, the purpose of this study was to determine the effect of product packaging innovation, product quality, and product price on Wardah's customer satisfaction.The sample in this study are consumers of Wardah in the Jakarta area. The data collection method in this study was using questionnaire to collect data, as well as using Google form as tools. Measuring tools used in this study are validity, reliability, arithmetic mean, percentage analysis, scale range, classical assumption test, and multiple regression analysis. The tool used to process and analysed the data is SPSS 20. The results of the study show that product packaging innovation, product quality, and product prices all influence customer satisfaction. In addition, a product’s packaging innovation influences satisfaction with no significant effect, product quality influences customer satisfaction, and price influences customer satisfaction.
Dampak Fitur Produk dan Kesesuaian Harga terhadap Retensi Pelanggan Halodoc Melalui Peran Mediasi Kepercayaan Pelanggan Felisia; Napitupulu, Elfrida Viesta
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v10i11.62279

Abstract

Di tengah pesatnya pertumbuhan layanan kesehatan digital, Halodoc muncul sebagai platform yang dominan dengan tingkat pemilihan konsumen tertinggi. Namun, persaingan tetap ketat dengan hadirnya aplikasi sejenis seperti Alokokter, KlikDokter, SehatQ, dan Good Doctor. Untuk mempertahankan loyalitas pengguna, penting bagi Halodoc untuk memahami faktor-faktor yang memengaruhi retensi pelanggan, termasuk fitur produk, kesesuaian harga, dan kepercayaan pelanggan. Penelitian ini bertujuan untuk menganalisis dampak fitur produk dan kesesuaian harga terhadap retensi pelanggan Halodoc dengan kepercayaan pelanggan sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik survei melalui kuesioner kepada 199 responden yang merupakan pengguna Halodoc minimal dua kali dan berdomisili di wilayah Jabodetabek. Data dianalisis menggunakan metode Structural Equation Modeling berbasis Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa fitur produk dan kesesuaian harga berpengaruh positif dan signifikan terhadap retensi pelanggan, baik secara langsung maupun melalui mediasi kepercayaan pelanggan. Kepercayaan pelanggan juga terbukti memiliki pengaruh signifikan terhadap retensi pelanggan. Temuan ini menegaskan pentingnya persepsi harga yang wajar, transparan, serta fitur yang responsif dalam membentuk kepercayaan dan loyalitas pengguna. Implikasi praktis dari penelitian ini menyarankan agar Halodoc meningkatkan kualitas layanan dengan fokus pada pengembangan fitur yang responsif, evaluasi kesesuaian harga, dan penguatan perlindungan data privasi pelanggan guna mempertahankan serta meningkatkan retensi pelanggan.
Co-Authors Aliya Fitriana Nafila Amasa Esaf Hendrikus Ndoloe Dameria Hijryanthi Serka Darma, Andrian Mulya Felisia Firmansyah, Rahmat Natashya, Natashya Ndoloe, Amasa Esaf Hendrikus Putri, Theresia Wongso Raden Agustinus Randy Kelvianto Santoso, Kartini Saputry, Riny Andriani