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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Journal of Economic, Bussines and Accounting (COSTING) Journal of Management and Bussines (JOMB) Journal of Indonesian Management Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS) Jurnal Akuntansi, Keuangan dan Teknologi Informasi Akuntansi
Reni Indriani
Program Studi Manajemen Fakultas Ekonomi Universitas Muhammadiyah Bengkulu
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Environmental Science Industrial & Manufacturing Engineering Social Sciences Other

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Journal : Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS)

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PENGARUH SERVICE RECOVERY DAN BRAND IMAGE TERHADAP CUSTOMER SATISFACTION PT. ASTRA INTERNASIONAL TBK. CABANG TANAH PATAH KOTA BENGKULU Reni Indriani; Desi Fitria; Hara Mona Liza
Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS) Vol. 5 No. 2 (2022): Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS)
Publisher : Universitas Muhammadiyah Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36085/jamekis.v5i2.3488

Abstract

Penelitian ini dilakukan didasari pentingnya Customer Satisfaction bagi konsumen PT. Astra Internasional Tbk. Cabang Tanah Patah Kota Bengkulu. Dalam mencapai Customer Satifaction di PT. Astra Internasional Tbk. Cabang Tanah Patah Kota Bengkulu ada beberapa faktor  yang dapat mempengaruhi Customer Satisfaction adalah Servie Recovery dan Brand Image. Responden  penelitian ini adalah konsumen PT. Astra Internaional Tbk. Cabang Tanah Patah, Kota Bengkulu. berjumlah 90 orang. Teknik pengumpulan data menggunakan kuesioner, dokumentasi, observasi dan wawancara. Hasil penelitian ini menunjukkan bahwa Customer Satisfaction dipengaruhi oleh Service Recovery dan Brand Image dengan hasil regresi linear berganda, Y=5.469+ 0.203X1 + 0.459X2 . Selanjutnya, Service Recovery dan Brand Image secara simultan berpengaruh signifikan terhadap Customer Satisfaction di PT. Astra Internasional Tbk. Cabang Tanah Patah Kota Bengkulu dengan  nilai probabilitas (sig) 0.000< alpha 0.05. Serta Service Recovery dan Brand image secara parsial berpengaruh signifikan terhadap Customer Satisfaction di PT. Astra Internasional Tbk. Cabang Tanah Patah Kota Bengkulu dengan nilai probabilitas (sig) masing- masing variabel Service Recovery (X1) dengan nilai probabilitas (sig) 0.047 < alpha 0.05 dan Brand Image (X2) dengan nilai probabilitas (sig) 0.000 <alpha 0.05.
PENGARUH INOVASI PRODUK DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN (Studi Pada Konsumen Wardah Toko Lova Kota Bengkulu) Reni Indriani; Desi Fitria; Fatihatunnisa
Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS) Vol. 6 No. 1 (2023): Jurnal Ilmiah Akuntansi, Manajemen, dan Ekonomi Islam (JAM-EKIS)
Publisher : Universitas Muhammadiyah Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study aims to determine the effect of product innovation and product quality on purchasing decisions (a study on consumers at Wardah Toko Lova, Bengkulu City). This research was conducted on consumers of Wardah Toko Lova Bengkulu City, the population used in this study were all consumers who bought Wardah Toko Lova Bengkulu City. Samples used was 150 respondents. The results study indicate that partially the product innovation variable has a significant effect on the purchasing decision variable, H1 is accepted and product quality has a significant effect on the purchasing decision variable, H2 is accepted. While the f test of product innovation (X1) and product quality (X2) has a significant influence on Wardah's Purchase Decision (Y) at the Lova Store, Bengkulu City. So that H3 is accepted. The overall significant level is (sig = 0.000 <0.050). As well as having a regression equation Y = 4.060 + 0.233X1 + 0.224X2. And the coefficient of determination (R2) for the value of R Square is 0.478. The most dominant factor with the largest regression coefficient value is the product innovation variable (X1) with a value of 0.233.
Co-Authors Afifah Dwi Mardhatilla Anggita Nabela Egi Putra Utama Eti Arini Fatihatunnisa Hara Mona Liza Onsardi, Onsardi Pefriyadi Pefriyadi Yenti Sumarni Yulinda, Ade Tiara