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All Journal JURNAL BISNIS STRATEGI Briliant: Jurnal Riset dan Konseptual Syntax Literate: Jurnal Ilmiah Indonesia Owner : Riset dan Jurnal Akuntansi Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan JOURNAL OF BUSINESS STUDIES JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia) Jurnal Ekonomi Manajemen Sistem Informasi International Journal of Economics Development Research (IJEDR) Dinasti International Journal of Digital Business Management Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Ilmu Manajemen Terapan (JIMT) Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) International Journal of Environmental, Sustainability, and Social Science Mattawang: Jurnal Pengabdian Masyarakat International Journal of Business, Economics, and Social Development International Journal of Social Service and Research Action Research Literate (ARL) ADPEBI International Journal of Business and Social Science Jurnal Manajemen Bisnis Transportasi dan Logistik Jurnal Ekonomi Trisakti JWM (JURNAL WAWASAN MANAJEMEN) Publikasi Ilmiah Bidang Pengabdian Kepada Masyarakat (SIKEMAS) Journal of Comprehensive Science Media Riset Bisnis & Manajemen Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Eduvest - Journal of Universal Studies Journal of Social Science Dirkantara Indonesia IIJSE Jurnal Sistem Informasi dan Manajemen International Journal of Management and Business Applied Journal of Management, Economic, and Financial Jurnal Ilmiah Pariwisata
Sarfilianty Anggiani, Sarfilianty
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Journal : jurnal bisnis strategi

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The Effect of E-Service Quality and Brand Image on E-Satisfaction with Customer Loyalty as an Intevening Variable Yuwono, Daniel; Anggiani, Sarfilianty
JURNAL BISNIS STRATEGI Vol 33, No 1 (2024): July
Publisher : Master of Management, Faculty of Economics and Business, Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jbs.33.1.45-70

Abstract

The research to analyze and test the influence of brand image and e-service quality on e-loyalty with e-satisfaction as an intervening variable for Shopee consumers in Semarang City. The population of this research is Shopee consumers in Semarang City. Data was obtained using an online questionnaire via Google Form, namely 65 respondents. The data analysis method used is descriptive analysis and Partial Least Square analysis (SEM-PLS). Analysis is assisted by the Smart PLS 3.0 program. The research results show that e-service quality (X1) has a positive and significant effect on customer satisfaction (Y1), brand image (X2) has a negative and insignificant effect on customer satisfaction (Y1), e-service quality (X1) has a positive and significant effect on customer loyalty (Y), brand image (X2) has a positive and significant effect on customer loyalty (Y), customer satisfaction (Z) has a positive and significant effect on customer loyalty (Y), customer satisfaction (Z) improves e-service quality relationships (X1) to customer loyalty (Y), customer satisfaction (Z) increases the relationship between brand image (X1) to customer loyalty (Y).
The Influence of Service Quality and Promotion on Consumer Loyalty Through Customer Satisfaction as an Intervening Variable Haryanti, Denny Septa; Hermawanti, Nanik; Prilyana, Cindy; Anggiani, Sarfilianty
JURNAL BISNIS STRATEGI Vol 33, No 1 (2024): July
Publisher : Master of Management, Faculty of Economics and Business, Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jbs.33.1.71-93

Abstract

This research aims to examine and analyze the influence of Service Quality and Promotion on Consumer Loyalty through Customer Satisfaction as an intervening variable for customers at Sulawesi Grilled Fish.  The dependent variable used in this research is Consumer Loyalty (Y), the intervening variable used is Customer Satisfaction (Z), while the independent variables used are Service Quality (X1) and Promotion (X2). The sample in this study was 96 respondents.  The sampling technique uses purposive sampling with the criteria being that the respondent is at least 18 years old and has made at least 2 purchases.  The analytical method used is Convergent Validity, Discriminant Validity.  Composite Reliability, Inner model. The results of the research conducted show that Service Quality and Promotion have a positive and significant effect on Customer Satisfaction, the Service Quality and Promotion variables have a positive and significant effect on Consumer Loyalty, the Service Quality variable has a positive and significant effect on Consumer Loyalty through Customer Satisfaction, and the Promotion variable has an effect positive and significant towards Customer Loyalty through Customer Satisfaction.
Co-Authors Agung SNP, Jeffrey Agus Himawan Akbar Akbar Aljaniah Zahra, Nyimas Angelin, Venny Anwar, Alvis Aprilia, Erfita Aritonang, Julius Dermawan Armawan Putri, Clara Dinda Asaari, Masagus Aseanty, Deasy Asep Hermawan ASEP SUPARMAN Asri, Dhita Hafizha Asrunputi, Aisyah Pia asrunputri, aisyah pia Aulia, Syakira Nurul Bahtiar Usman, Bahtiar Barata, Muchamad Andi Baskara, Yogi R Bawono, Arso Budi Purwanto Budianto, Tri Budirachman, Ardhyanto Bukhari, Eri Cahyono, Firman Dwi Damayanti , Sisca Daniel Dewantoro Rumani Dewi, Nanda Farah Dian Hasanah Dizar , Shafrani Dorina Widowati Dwi Astuti Erica, Herlis erna wati Eryc, Eryc Fadhilah Fadhilah Fahlevi, Raden Muhamad Rizza Fajardini, Zahra Fauziana, Eva Felani, Herman Oddyansyah Feti Fatonah Ghafar, Abdul Hariyadi, Hariyadi HARYANTI, DENNY SEPTA Haryono Haryono Hasan, Afrizal Hasanah, Humaira Uswatun Hermawanti, Nanik Hernawati, Nani Hutasuhut, Chairul Akbar Ilham Ali Noor Ina Oktaviana Matusin, Ina Oktaviana Jimena Arilyn , Erika Jovane, Bryan Chardine Junianto, Oni Kadir, Ing Kalambo, Yohanis Krisno Utomo, Hudiarto Kurniawati, Erna Kurniawaty, Indah Leonardo, Michael Christianto Maitimu, Jacky Manurung, Harris Marfiah, Yulis Widyo Marthaleina Ruminda Sitorus Maulana, Sena Mohan, Verawaty Muhammad, Akmal Aziz Mulyadi Mulyadi Mustakman, Fauzi Nadir Rosady, Faiz Lutfan Neneng Hasanah Netania Emilisa Nugroho, Tri Ambar Nurcahyo, Marsanto Adi Oktaviani, Desy Palguna, Arya Irawan Putra Paryanto Permana, Ade Prilyana, Cindy Puspa, Tiara Rimbawan, H. A. Danang Safitri, Tiara Sandhi, Agung Fitra Sari Dewi Septiany, Sheila Serly, Serly Siahaan, Tujuh Martogi Sigit Sulaksono, Andrea Sihombing, Dame Afrina Silitonga, Samuel Siti Rohani Sri Lastanti, Hexana Sumiyarti Sumiyarti, Sumiyarti Supandi, Sophan Supardi, Endi Sutoha Tang, Sukiantono Tatik Mariyanti, Tatik Tiara Aninditha Tri Djoko Sulistiyo, Tri Djoko Trismoyo, Yudah Tuti Herawati Viasco, David Candra Wandik, Kandius Wastum, Wastum Widayat, Tri Agung Willy Arafah Willy Arafah, Willy Wiyono , Slamet Yulianti Keke Yuliantini Yuliantini Yuswardi yuswardi, Yuswardi Yuwono, Daniel Zulman, Andry