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All Journal Conference In Business, Accounting And Management (Cbam) 2012 EkoBis ( Ekonomi & Bisnis ) JDM (Jurnal Dinamika Manajemen) Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Ekonomika dan Bisnis Jurnal Manajemen dan Budaya ProBisnis : Jurnal Manajemen Journal of Artificial Intelligence and Digital Business Cerdika: Jurnal Ilmiah Indonesia Innovative: Journal Of Social Science Research Priviet Social Sciences Journal Jurnal Ilmiah Sultan Agung Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management Jurnal Ekonomika dan Bisnis
Alifah Ratnawati
Universitas Islam Sultan Agung Semarang
Religion Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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The effect of service quality on consumer satisfaction and loyalty at CV Farras Mobil in Demak Regency Kholil, Farras Khoirullah; Ratnawati, Alifah
Priviet Social Sciences Journal Vol. 6 No. 1 (2026): January 2026
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v6i1.1428

Abstract

This study aimed to analyze the effect of service quality on consumer satisfaction and loyalty at CV Farras Mobil in Demak Regency. Service quality in this study was measured using five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study also examines the role of consumer satisfaction as an intervening variable between service quality and consumer loyalty. This explanatory study employed a quantitative approach. The population consists of all consumers of CV Farras Mobil in Demak Regency, the exact number of which is unknown. Purposive sampling was used, with a total sample of 96 respondents included. Data were collected using a questionnaire and analyzed using multiple linear regression with the assistance of the SPSS version 29. The results show that the tangible variable has no effect on consumer satisfaction, whereas reliability has a positive and significant effect on consumer satisfaction. Responsiveness had no effect on consumer satisfaction, whereas assurance had a positive and significant effect on consumer satisfaction. Empathy also has no effect on consumer satisfaction. Furthermore, tangibles have no effect on consumer loyalty, and reliability also has no significant effect on consumer loyalty. However, responsiveness and assurance had positive and significant effects on consumer loyalty. Empathy had no effect on consumer loyalty, whereas consumer satisfaction had a positive and significant effect on consumer loyalty.
Pengaruh Social Media Marketing, Customer Experience, dan Online Customer Riview terhadap Repurchase Intention dengan Trust sebagai Variabel Intervening pada Wardah Lestari, Puput Ayu; Ratnawati, Alifah
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 4 (2026): November - January
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i4.4510

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Social Media Marketing, Customer Experience, dan Online Customer Review terhadap Repurchase Intention dengan Trust sebagai variabel intervening pada produk kosmetik Wardah. Latar belakang penelitian ini didasari oleh fenomena penurunan minat pembelian ulang produk Wardah dalam beberapa tahun terakhir, meskipun Wardah dikenal sebagai pelopor kosmetik halal di Indonesia dan memiliki citra merek yang kuat. Persaingan yang semakin ketat di industri kosmetik serta perubahan perilaku konsumen dalam berbelanja secara online menuntut perusahaan untuk memahami faktor-faktor yang memengaruhi kepercayaan dan loyalitas konsumen. Penelitian ini menggunakan metode kuantitatif dengan pendekatan survei. Data primer diperoleh melalui penyebaran kuesioner kepada responden yang pernah membeli produk Wardah secara online. Teknik pengambilan sampel menggunakan metode purposive sampling dengan kriteria tertentu yang relevan dengan tujuan penelitian. Data yang terkumpul dianalisis menggunakan metode Structural Equation Modeling–Partial Least Square (SEM-PLS) untuk menguji hubungan langsung maupun tidak langsung antar variabel penelitian. Hasil penelitian diharapkan menunjukkan bahwa Social Media Marketing, Customer Experience, dan Online Customer Review berpengaruh positif dan signifikan terhadap Trust. Selain itu, Trust diharapkan mampu berperan sebagai variabel mediasi yang memperkuat pengaruh ketiga variabel tersebut terhadap Repurchase Intention. Temuan penelitian ini diharapkan dapat memberikan kontribusi teoritis dalam pengembangan kajian manajemen pemasaran digital serta memberikan implikasi praktis bagi perusahaan dalam merancang strategi pemasaran yang efektif untuk meningkatkan kepercayaan dan loyalitas konsumen terhadap produk Wardah.
Co-Authors Alkautsar, Alif Annisa Ayu Lestari Emilia, Lynda Fadlilah Utami Ghofar, Fikri Abdul Hariyani, Retno Dewi Hendar Irfanunnisa’ Tsalits Hartanty Ken Sudarti Kholil, Farras Khoirullah Kuwatno Kuwatno . Lestari, Puput Ayu Mubarok, M Husni Muhammad Akmal Mulyana Mulyana Nerdin,SE - Noor Kholis Nur Azizah Nurhidayati Pratiwi, Tiara Cindy Rika Ardianto Siti Romla Tatiek Nurhayati, Tatiek Wibowo, Eric Cahyadi