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All Journal Management Analysis Journal Journal of Economic, Bussines and Accounting (COSTING) Jurnal Mandiri Management Studies and Entrepreneurship Journal (MSEJ) Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah BERDAYA: Jurnal Pendidikan dan Pengabdian Kepada Masyarakat EMBISS: Jurnal Ekonomi, Manajemen, Bisnis, Sosial AKSELERASI: Jurnal Ilmiah Nasional International Journal of Economics, Management, Business, and Social Science International Journal of Social Service and Research Transekonomika : Akuntansi, Bisnis dan Keuangan Ruang Cendekia : Jurnal Pengabdian Kepada Masyarakat Indonesian Journal of Business, Accounting and Management Indonesian Journal of Management Science Equivalent: Jurnal Ilmiah Sosial Teknik Atestasi : Jurnal Ilmiah Akuntansi
Resti Hardini
Universitas Nasional
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Influence of Customer, Trust and Quality of Customer Satisfaction in Customer Loyalty at PO Harapan Jaya Jakarta-Magetan Department Windartiningsih, Reska; Hardini, Resti; Digdowiseiso, Kumba
Equivalent: Jurnal Ilmiah Sosial Teknik Vol. 6 No. 1: Equivalent: Jurnal Ilmiah Sosial Teknik
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jequi.v6i1.177

Abstract

This study aims to analyze the effect of service quality, trust and customer satisfaction on customer loyalty. In this study using primary data obtained from distributing questionnaires to 100 PO Harapan Jaya Bus customers, Jakarta-Magetan Department. This study uses the Multiple Linear Regression method, the results of this study indicate that there is a positive and significant effect on customer loyalty. There is a positive and significant influence between service quality, trust and customer satisfaction on the loyalty of PO Harapan Jaya Bus customers. The existence of a positive and significant influence between service quality, trust and customer satisfaction on customer loyalty of PO Harapan Jaya Bus Jakarta-Magetan Department shows that the better service quality, trust and customer satisfaction possessed by PO Harapan Jaya, the higher customer loyalty. Customer quality, customer trust and satisfaction are important parts to increase customer loyalty.
Pengaruh Kualitas Produk, Citra Merek dan Persepsi Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Produk Nitrea PT. Pupuk Kujang Cikampek di Karawang Purwanto, Dian; Hardini, Resti
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 5 No. 2 (2024): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v5i2.6025

Abstract

This study aims to analyze the influence of product quality, brand image, and price perception on customer loyalty with customer satisfaction as a mediating variable for the Nitrea urea fertilizer product of PT. Pupuk Kujang Cikampek in Karawang. This research uses a quantitative method by collecting data through questionnaires distributed to 133 respondents who have used the Nitrea urea fertilizer product. The data obtained were analyzed using the Structural Equation Modeling (SEM) method with the help of SmartPLS software. The results of the study indicate that product quality, brand image, and price perception have a positive and significant effect on customer satisfaction. In addition, product quality, brand image, and customer satisfaction also have a positive and significant effect on customer loyalty. However, price perception does not have a direct significant effect on customer loyalty but has a significant effect through customer satisfaction as a mediating variable. The conclusion of this study is that to increase customer loyalty, PT. Pupuk Kujang Cikampek needs to focus on improving product quality, strengthening brand image, and setting competitive prices that align with the benefits received by customers. Customer satisfaction is proven to be an important mediating variable in strengthening the influence of product quality, brand image, and price perception on customer loyalty.
Pengaruh Kepercayaan, Brand Image, Dan Nilai Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Layanan Asesmen PT XYZ Di DKI Jakarta Bukti, Etika Noviyanti; Hardini, Resti
Management Studies and Entrepreneurship Journal (MSEJ) Vol. 5 No. 2 (2024): Management Studies and Entrepreneurship Journal (MSEJ)
Publisher : Yayasan Pendidikan Riset dan Pengembangan Intelektual (YRPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/msej.v5i2.6179

Abstract

The decline in customer loyalty among users of assessment services at the PT XYZ in DKI Jakarta, particularly among state-owned enterprise (SOE) clients in 2023, serves as the backdrop for this research. This study aims to analyze the impact of trust, brand image, and customer value on customer loyalty, both directly and through customer satisfaction as a mediating variable. The method employed is a quantitative approach with a population of 120 clients utilizing assessment services in DKI Jakarta. The sampling techniques applied are non-probability sampling and purposive sampling. Data collection is conducted through surveys using a questionnaire as the research instrument. Data analysis is carried out using descriptive analysis and SmartPLS 3.0. The findings indicate that trust, brand image, and customer value have a positive and significant effect on customer loyalty. Additionally, customer satisfaction is shown to positively mediate the indirect effects of trust, brand image, and customer value on customer loyalty.
PENGARUH SERVICE QUALITY, STORE ATMOSPHERE, DAN PERCEIVED PRICE FAIRNESS TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION FORE COFFEE FLAGSHIP JAKARTA SELATAN Ahmadi, Melinda Putri Nur; Hardini, Resti
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 5 (2024): Journal of Economic, Bussines and Accounting (COSTING)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i6.13237

Abstract

Tujuan penelitian ini adalah untuk menganalisis service quality, store atmosphere, perceived price fairness, terhadap customer loyalty melalui customer satisfaction. Sampel penelitian sebanyak 180 orang konsumen yang dipilih dengan metode nonprobability sampling. Pengumpulan data menggunakan kuesioner dan Structural Equition Modelling (SEM) digunakan sebagai teknik analisis. Hasil penelitian membuktikan bahwa variabel service quality dan perceived price fairness memiliki pengaruh terhadap customer loyalty melalui customer satisfaction. Serta ditemukan bahwa store atmosphere tidak memiliki pengaruh sinifikan terhadap customer loyalty melalui customer satisfaction pada Fore Coffee Flagship Jakarta Selatan. Kata Kunci: Service quality, Store atmosphere, Perceived price fairness, Customer satisfaction, Customer loyalty.
From surviving to thriving: A catalyst for MSME creativity Sugiono, Edi; Pallawagau, Andi; Sutikman, Sutikman; Hardini, Resti; Kusumaningrum, Anisa Putri; Sari, Santi Retno
Indonesian Journal of Business, Accounting and Management Vol. 6 No. 2 (2023)
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36406/ijbam.v6i02.1332.155

Abstract

This study delves into the vital role of creativity in empowering Micro, Small, and Medium Enterprises (MSMEs) to survive and flourish in an increasingly competitive market landscape. The authors present a comprehensive framework designed to cultivate creativity and innovation within MSMEs, which includes key components such as fostering an entrepreneurial mindset, building robust networks, and ensuring access to essential resources. By implementing this framework, MSMEs can effectively navigate the challenges posed by limited resources and rapidly evolving market conditions. The research underscores the significance of creativity as a driving force behind MSMEs' growth and competitiveness, illustrating how innovative approaches can lead to enhanced performance and sustainability. Furthermore, the study offers valuable insights for a diverse audience, including entrepreneurs seeking to enhance their business strategies, policymakers aiming to create supportive environments for MSMEs, and academics interested in the dynamics of small business development. Ultimately, this research contributes to a deeper understanding of how fostering creativity can catalyze the advancement of MSMEs in Indonesia, promoting economic resilience and innovation in the region. Note: This article serves as a restored version of the original content following a corruption incident. The Digital Object Identifier (DOI) has been successfully re-registered and reactivated to ensure continued accessibility and citation integrity.
Pengaruh Lokasi, Word of Mouth, Fasilitas dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pasar XYZ di Tangerang Selatan Hardini, Resti; Lestari, Rahayu; Pudjowati, Juliani
Indonesian Journal of Management Science Vol. 4 No. 1: Juni 2025
Publisher : Program Magister Manajemen Universitas Bhayangkara Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46821/ijms.v4i1.629

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Lokasi, Word Of Mouth, Fasilitas dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan di Tangerang Selatan. Popoulasi Penelitian ini menggunakan teknik non probability sampling dan purposive sampling dengan populasi berjumlah 100 responden. Pengumpulan data menggunakan metode kuesioner dengan skala likert dan teknik analisis data menggunakan Analisis Linier Berganda dan menggunakan program Statistical Product and Service Solution (SPSS) versi 26.0. Hasil penelitian menunjukkan bahwa Lokasi berpengaruh secara positif dan signifikan terhadap Loyalitas Pelanggan pasar XYZ di Tangerang Selatan. Word Of Mouth berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan pada pasar XYZ di Tangerang Selatan. Fasilitas mempunyai pengaruh positif dan signifikan terhadap loyalitas pelanggan pada pasar XYZ di Tangerang Selatan dan Kepuasan pelanggan berpengaruh secara positif dan signifikan terhadap loyalitas pelanggan pada pasar XYZ di Tangerang Selatan.
The Impact of Service Excellence on Customer Satisfaction in Tax Service Offices: A Systematic Literature Review Hardini, Resti; Digdowiseiso, Kumba
Atestasi : Jurnal Ilmiah Akuntansi Vol. 6 No. 2 (2023): September
Publisher : Pusat Penerbitan dan Publikasi Ilmiah, FEB, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/atestasi.v6i2.765

Abstract

The principle of customer satisfaction becomes very relevant in tax agencies, where good service can create a positive experience for taxpayers. This research aims to determine how the implementation of Service Excellence at the Tax Service Office influences customer perception and satisfaction and to choose the positive impact of Service Excellence on interactions between tax officers and taxpayers on the level of customer satisfaction at the Tax Service Office. The structure of this research literature review reflects the systematic approach applied in conducting a literature review to support understanding the impact of Service Excellence on customer satisfaction at the Tax Service Office. This research shows that implementing Service Excellence at the Tax Service Office provides better service and creates better relationships between tax institutions and taxpayers. If applied consistently, these principles can sustainably impact customer satisfaction, taxpayer compliance, and the image of tax institutions in society.
Pengaruh Brand Ambassador, Brand Awareness, dan Iklan Terhadap Keputusan Pembelian Keju Prochiz Gold Series di Jakarta Selatan Palupi, Anistya; Hardini, Resti
TRANSEKONOMIKA: AKUNTANSI, BISNIS DAN KEUANGAN Vol. 5 No. 2 (2025): March 2025
Publisher : Transpublika Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55047/transekonomika.v5i2.911

Abstract

This study aims to analyze the impact of Brand Ambassadors, Brand Awareness, and Advertising on the Purchase Decision of Prochiz Gold Series Cheese in the South Jakarta area. A total of 97 respondents were calculated as a sample using the Lemeshow formula. Non-probability sampling method was used to determine the sample, with purposive sampling technique. Research respondents were selected based on the criteria of those who have purchased and used Prochiz Gold Series Cheese, and have an address in South Jakarta. From the analysis, the multiple linear regression model found was Purchase Decision = KP = 0.142BAM + 0.532BAW + 0.312I. This study concludes that separately, Brand Ambassadors have a positive and significant influence on purchasing decisions for Prochiz Gold Series Cheese, because the T-value is greater than the T-table (2.015> 1.98552). Similarly, Brand Awareness also has a positive and significant influence on purchasing decisions for Prochiz Gold Series Cheese, with a T-value greater than the T-table (6.825 > 1.98552). In addition, advertising also has a positive and significant influence on purchasing decisions for Prochiz Gold Series Cheese, as the T-value is greater than the T-table (4.071 > 1.98552).
Encourage the Creation and Development of Handicraft Brands in Students at the Social Foundation, Tambun, West Java Hardini, Resti; Melati, Melati; Elwisam, Elwisam; Putra, Suadi Sapta; Saharso, Saharso; Nur, Muhammad
Ruang Cendekia : Jurnal Pengabdian Kepada Masyarakat Vol. 2 No. 1 (2023): Ruang Cendekia : Jurnal Pengabdian Kepada Masyarakat
Publisher : ARKA INSTITUTE

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55904/ruangcendekia.v2i1.1305

Abstract

This community service activity aims to improve the skills of high school students at the Tambun Social Foundation in making and developing brands for the handicraft products they produce. These high school students are students who are accommodated in foundations that accommodate orphans and the poor with all their limitations. This training was provided in response to the need to expand their knowledge and abilities in aspects of product marketing, especially in terms of effective branding and efforts to establish independence in improving welfare. The methods used in this training include lectures, group discussions and direct practice. Apart from that, a questionnaire was given about understanding branding before and after the activity was carried out. Before the implementation of PKM, only 20% of participants understood branding in product marketing activities. After carrying out socialization and training activities, 80% of participants understood the branding strategy for the handicraft products produced. The results of this activity showed an increase in students' understanding of the importance of brands in marketing strategies and their ability to create and develop brands that are attractive and in accordance with product characteristics. they. It is hoped that the impact of this training will be to increase the competitiveness of handicraft products made by students in local and wider markets as well as to form independence and improve welfare.
Co-Authors Ahmadi, Melinda Putri Nur Aisyah, Haydee Noor Aliya Mulahela Andriani, Adinda Annisa, Resi Aprilya, Rani Azizah, Fadilla Nur budiarti, sari Bukti, Etika Noviyanti Dharmawan, Rifky Digdowiseiso , Kumba Efendi, Nalam Elwisam, Elwisam Gagih Pradini Gibran, Hafiizh Muhammad Hasannuddin, M. Fuad Izataki, Arina Juliani Pudjowati Karimah, Hapsyah Nur Khoir, Ahmad Kumba Digdowiseiso Kumba Digdowiseiso, Kumba Kusumaningrum, Anisa Putri Lestari, Silvy Dwi Masturi, Hajir Molina, Molina Muhammad Nur Naraswati, Atika Nur, Siti Utami Novia Nurwijayanti Pallawagau, Andi Palupi, Anistya Pinarsinta, Tira Prasetya, Mufida Alfian Pratama, Andhika Yoga Purba, Priono Hasiholan Purwanto, Dian Putra, Suadi Sapta Rahayu Lestari Rahayu Lestri Rasyid, Amanda Rachmawati Rizaldi, Muhammad Lutfi Saharso, Saharso Santi Retno Sari, Santi Sekarani, Shalsyadila Safira Setiawan, Anugrah Rega Shandy, Nayudha Silvia Hanisa Sudirdja, Putri Fitrah Sugiono, Edi Sutikman, Sutikman Tri Waluyo Wardhana, Al Fiansyah Windartiningsih, Reska Zulfikar, Ahya