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All Journal JURNAL MANAJEMEN J-MKLI (Jurnal Manajemen dan Kearifan Lokal Indonesia) International Journal of Economics, Business and Accounting Research (IJEBAR) Journal of Social Science International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) JURNAL HUTAN TROPIS Jurnal Ilmu Manajemen Mulawarman (JIMM) Journal of Social Science Ekopedia: Jurnal Ilmiah Ekonomi Jejak digital: Jurnal Ilmiah Multidisiplin eJEBA
Zainal Abidin
Universitas Mulawarman
Religion Agriculture, Biological Sciences & Forestry Humanities Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Environmental Science Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Physics Social Sciences Other

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THE EFFECT OF CUSTOMER TRUST AND COMPANY IMAGE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA CLASSIFICATION BUREAU IN SAMARINDA Syariful Mahsyar; Suharno Suharno; Zainal Abidin
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 4, No 03 (2020): IJEBAR, VOL. 04 ISSUE 03, SEPTEMBER 2020
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v4i03.1282

Abstract

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty. Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty
THE EFFECT OF SERVICE QUALITY AND CUSTOMER TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PT SURYA RAFI BERSAUDARA Untung Surapati; Suharno Suharno; Zainal Abidin
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 4, No 03 (2020): IJEBAR, VOL. 04 ISSUE 03, SEPTEMBER 2020
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v4i03.1283

Abstract

This study aims to determine the effect of service quality and customer trust on customer satisfaction and customer loyalty of PT Surya Rafi Bersaudara. The population in this study were customers of PT Surya Rafi Bersaudara with a total of 75 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI , where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) service quality has a significant effect on customer satisfaction, 2) customer trust has a significant effect on customer satisfaction, 3) service quality has a significant effect on customer loyalty, 4) customer trust has no significant effect on customer loyalty, 5) customer satisfaction has a significant effect on customer loyalty. Keywords: Service Quality, Customer Trust, Customer Satisfaction, Customer Loyalty
Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda Ade Saputri; Syarifah Hudayah; Zainal Abidin
e-Journal Ekonomi Bisnis dan Akuntansi Vol. 7 No. 2 (2020): e-JEBA Volume 7 Nomor 2 Tahun 2020
Publisher : UPT Penerbitan Universitas Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19184/ejeba.v7i2.17185

Abstract

The purpose of this study was to analyze the effect of customer relationship management and service quality on customer satisfaction and loyalty of advertising media companies in Samarinda. The population in this study were customers of advertising media companies in Samarinda. Using accidental sampling, the sample in this study was 100 respondents. The analysis in this study is path analysis with the SPSS program. The results showed that CRM has a positive and significant effect on customer satisfaction, CRM has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty in advertising media in Samarinda city.
Pengaruh Social Media Marketing, Influencer Marketing dan Promosi Waktu Terbatas Terhadap Keputusan Pembelian pada Tomoro Coffee di Kota Samarinda Theodore Farrel Ouby Saleh Putra; Zainal Abidin; Melda Aulia Ramadhani
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 2 No. 2 (2026): APRIL-JUNI 2026
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/ks66z115

Abstract

This study aims to analyze the influence of social media marketing, influencer marketing, and limited-time promotions on purchasing decisions at Tomoro Coffee in Samarinda City. The research employed a quantitative approach using purposive sampling techniques involving 140 respondents who had purchased Tomoro Coffee products. Data were collected through questionnaires using a Likert scale and analyzed using multiple linear regression with SPSS assistance. The results showed that simultaneously social media marketing, influencer marketing, and limited-time promotions significantly influenced purchasing decisions. Partially, social media marketing had a positive but insignificant effect on purchasing decisions. Meanwhile, influencer marketing and limited-time promotions had a positive and significant effect on purchasing decisions. Influencer marketing became an effective factor in increasing consumer trust through influencer credibility, while limited-time promotions created a sense of urgency that encouraged consumers to make immediate purchases. This study implies that Tomoro Coffee needs to improve more innovative digital marketing strategies and maximize the use of influencers and limited-time promotions to enhance consumer purchasing decisions.
Pengaruh Fear of Missing Out (FOMO), Electronic Word of Mouth (EWOM), dan Price Terhadap Keputusan Pembelian Mie Gacoan di Samarinda Muhammad Haikal Qardhawi; Zainal Abidin; Melda Aulia Ramadhani
Jejak digital: Jurnal Ilmiah Multidisiplin Vol. 2 No. 3 (2026): MEI 2026
Publisher : INDO PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/41ts3q11

Abstract

This study aims to determine and analyze the influence of Fear of Missing Out (FOMO), Electronic Word of Mouth (EWOM), and Price on the purchase decisions of Mie Gacoan in Samarinda. The rapid growth of the digital culinary industry has pushed social media to become a significant driver of consumer behavior. The population of this research includes residents of Samarinda who have purchased Mie Gacoan in the last three months and actively use social media. Sampling was conducted using a non-probability sampling method with a total of 150 respondents based on Hair's formulation guidelines. Data were analyzed quantitatively using Multiple Linear Regression analysis via IBM SPSS Statistics 22. The results of the partial analysis (t-test) showed that FOMO, EWOM, and Price each have a positive and statistically significant effect on consumer purchase decisions. Among all variables, Price was identified as the most dominant factor influencing purchase decisions, indicated by the highest regression coefficient. Simultaneously (F-test), FOMO, EWOM, and Price significantly influence purchase decisions altogether, accounting for 48.5% of the variance (R Square = 0.485). Culinary business actors should maintain affordable pricing models while consistently leveraging positive online reviews and viral social trends to maximize market growth.
ENHANCING OPERATIONAL PERFORMANCE WITH TOTAL QUALITY MANAGEMENT IN THE HOUSING AND SETTLEMENT DEPARTMENT OF KUTAI KARTANEGARA Restu Irawan; Zainal Abidin; Ike Purnamasari
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 7 (2026): JUNE
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20589133

Abstract

This study aims to examine the application of Total Quality Management (TQM) principles in the formulation of the Annual Work Plan (RKT) at the Housing and Settlement Department of Kutai Kartanegara Regency and to identify factors hindering its implementation. This research employed a qualitative approach involving eight informants. The findings show that the implementation of TQM principles, including customer focus, continuous improvement, and teamwork, contributed to improving planning quality and program execution. Customer focus ensured that the RKT was prepared based on community needs, while continuous improvement encouraged regular evaluation and enhancement of planning processes. Teamwork among departments strengthened coordination and supported more effective work plan preparation. However, several obstacles were identified, including inaccurate data, limited resources, and weak interdepartmental coordination, which reduced planning effectiveness and hindered program implementation. Therefore, improving data accuracy, strengthening coordination, and providing adequate resources are necessary to support more effective and efficient implementation of work programs.
Co-Authors Ade Saputri Agus Sulistyo Budi Bandi Supraptono Calsie Caroline Edelwies Edy Budiarso Ike Purnamasari Kezia Arum Sary Maria Stephanie Bulan Melda Aulia Ramadhani Muhammad Haikal Qardhawi Rahel Sophia Maretiana Restu Irawan Siti Maria Suharno Suharno Sulaiman Sulaiman Syarifah Hudayah Syariful Mahsyar Theodore Farrel Ouby Saleh Putra Untung Surapati Viona Hartawan Santoso Wasil, Mohammad Yohanes Kuleh Yonathan Pongtuluran