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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Cahaya Mandalika International Journal of Finance Research International Journal of Organizational Business Excellence (IJOBEX) Prima Abdika: Jurnal Pengabdian Masyarakat International Journal of Social Service and Research Golden Ratio of Marketing and Applied Psychology of Business Journal of Social And Economics Research Jurnal Multidisiplin Sahombu Journal of Economics and Business (JECOMBI) Riset Ilmu Manajemen Bisnis dan Akuntansi EBID:Ekonomi Bisnis Digital Jurnal Manajemen Dayasaing journal of social and economic research Indonesian Journal of Emerging Trends in Community Empowerment Atestasi : Jurnal Ilmiah Akuntansi
Nora Andira Brabo
Program Studi Magister Manajemen, Fakultas Ekonomi Dan Bisnis Universitas Budi Luhur, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemistry Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Journal : Syntax Literate: Jurnal Ilmiah Indonesia

 1 
Pengaruh Kualitas Pelayanan, Kualitas Produk dan Pengalaman Konsumen Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Nora Andira Brabo; Heni Iswanti; Ardhita Pratiwi
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (249.21 KB) | DOI: 10.36418/syntax-literate.v8i1.11252

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, kualitas produk dan pengalaman konsumen terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai intervening variabel di CFC daerah Tangerang Selatan. Jumlah responden yang dilibatkan dalam penelitian ini adalah sebanyak 150 responden, seluruh responden adalah konsumen CFC di Tangerang Selatan. Penelitian ini menggunakan pendekatan kuantitatif dengan instrumen penelitian berupa angket kuesioner. Data hasil penelitian dianalisis dengan menggunakan menggunakan program Microsoft Excel 2010 dan Statistical Package For the Social Science (SPSS) Versi 25 for Windows. Berdasarkan hasil analisis dalam penelitian ini diperoleh kesimpulan bahwa : (1) Kualitas pelayanan berpengaruh terhadap kepuasan pelanggan; (2) Kualitas produk berpengaruh terhadap kepuasan pelanggan; (3) Pengalaman konsumen berpengaruh terhadap kepuasan pelanggan; (4) Kualitas pelayanan tidak berpengaruh terhadap loyalitas pelanggan; (5) Kualitas produk berpengaruh terhadap loyalitas pelanggan; (6) Pengalaman konsumen berpengaruh terhadap loyalitas pelanggan; (7) kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan. Secara keseluruhan hasil analisis dalam penelitian ini menunjukkan bahwa kualitas pelayanan, kualitas produk dan pengalaman konsumen secara simultan berpengaruh terhadap kepuasan pelanggan dengan besar kontribusi sebesar 41,9%, selain itu hasil analisis juga menunjukkan bahwa kualitas pelayanan, kualitas produk, pengalaman konsumen dan kepuasan pelanggan secara simultan berpengaruh terhadap loyalitas pelanggan dengan besar kontribusi sebesar 92%.
Pengaruh Social Influence, Perceived of Security dan Perceived Ease of Use terhadap Minat menjadi Nasabah Bank Digital Nora Andira Brabo; Heni Iswati; Soeyatwoko
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v8i9.13510

Abstract

This study aims to determine and analyze the influence of Social Influence, Perceived Security and Perceived Ease of Use on interest (Purchase Intention) in becoming a digital bank customer. The digitization of financial transactions has played an important role in transforming traditional payment methods into digital payment methods and has led to changes in consumer behavior around the world. Decreasing transactions through branches and transactions decrease through ATMs was inversely proportional to the rapid increase in the use of mobile banking. On the other hand, digital banks are also starting to appear to offer more effective and efficient banking services. However, to be accepted and developed, digital banks need to understand what factors (variables) really affect their success in being accepted in the market. The method of data collection was carried out using a questionnaire method with 61 questions to 113 respondents who already had bank accounts in JABODETABEK. The data analysis technique used SPSS (version 22) using a significance level of 5%. The results showed that Social Influence, Perceived Security and Perceived Ease of Use had a simultaneous and significant effect on interest (purchase intention) in becoming a digital bank customer.
Pengaruh Marketing Mix, User Experience dan Brand Equity terhadap Customer Retention pada Perusahaan Redbus Indonesia Deni Rahman; Nora Andira Brabo; Heni Iswati; Sandra Agustina; Siska Margaret Purba
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v8i11.13999

Abstract

This study aims to partially or simultaneously determine the Effect of Marketing Mix, User Experience, and Brand Equity on Customer Retention in Redbus Indonesia Company. Research methods used quantitative methods. The sampling method uses the purposive sampling method with a sample of 100 people. Data analysis techniques use descriptive statistical analysis and inferential statistics. This study was conducted using multiple linear regression method assisted by SPSS version 25 and Microsoft Excel 2016 program. The results showed that (1) There is an influence of Marketing Mix on Customer Retention. (2) There is an influence of User Experience on Customer Retention. (3) There is an influence of Brand Equity on Customer Retention. (4) There is an influence of Marketing Mix, User Experience, and Brand Equity on Customer Retention. The magnitude of the effect is 61.6% with the multiple regression equation Y = 25.793 + 0.216X1 + 0.329 X2 + 0.364 X3. This means that if the Marketing Mix, User Experience, and Brand Equity increase, it will increase Customer Retention, and vice versa if the Marketing Mix, User Experience, and Brand Equity decrease, it will decrease Customer Retention.
Co-Authors Agus Sriyanto Agus Sutanto Ardhita Pratiwi Arief, Rachmat Arief, Zakiyanto Arisudhana, Dicky Cindy Aprillia Azhary Deni Rahman Destian Soni Romdani E. Susy Suhendra Eryco Muhdaliha Euphrasia Susy Suhendra Firdaus, Pantja Maulana Hakam Ali Niazi Hayatul Khairul Rahmat Heni Iswanti Heni Iswati Heni Iswati Heni Iswati Heni Iswati Heni Iswati Hidayat, Ravindra Safitra Indah Rahayu Lestari Iswati, Heni Khairunisa, Nur Fitra Koen Hendrawan Laksmiwati, Mia Lestari, Setyani Dwi Mudjiyono Muhammad Iqbal Al 'Mudatsir Mulyani, Kartika P, Agus Indra Pangestu, Adzi Pantja Maulana Firdaus Reza, Heru Kreshna Rifqi Arya Sandhi Rinny Meidiyustiani Sandra Agustina Sari, Nurma Elita Setyani Dwi Lestari Shidqon, Moh Siska Margaret Purba Soekotjo, Sundari Soeyatwoko