Article Per Year (5 Year)
p-Index From 2021 - 2026
4.753
P-Index
This Author published in this journals
All Journal Journal of Education and Learning (EduLearn) JURNAL ILMIAH MANAJEMEN & BISNIS KUMPULAN JURNAL DOSEN UNIVERSITAS MUHAMMADIYAH SUMATERA UTARA INTEKNA JURNAL PENGABDIAN KEPADA MASYARAKAT JURNAL DIVERSITA LIABILITIES (JURNAL PENDIDIKAN AKUNTANSI) Martabe : Jurnal Pengabdian Kepada Masyarakat Ihsan: Jurnal Pengabdian Masyarakat Darmabakti : Junal Pengabdian dan Pemberdayaan Masyarakat Berajah Journal International Journal of Educational Review, Law And Social Sciences (IJERLAS) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Proceeding International Seminar of Islamic Studies International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) PERWIRA - Jurnal Pendidikan Kewirausahaan Indonesia FRIMA: Festival Riset Ilmiah Manajemen & Akuntansi Prosiding Seminar Nasional Universitas Serambi Mekkah Jurnal Pengabdian Masyarakat
Mutia Arda, Mutia
Universitas Muhammadiyah Sumatera Utara
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Neuroscience Physics Social Sciences Other

Published : 41 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
THE INFLUENCE OF DIGITAL SERVICE QUALITY AND CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AT PT MITRA PROTEKSI MADANI Rizki Abdillah; Mutia Arda
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 10 (2026): SEPTEMBER
Publisher : RADJA PUBLIKA

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

Abstract

This study aims to analyze the influence of Digital Service Quality and Customer Experience on Customer Loyalty through Customer Satisfaction at PT Mitra Proteksi Madani. This study employed a quantitative approach using an explanatory research design. The population consisted of all customers of PT Mitra Proteksi Madani, totaling 1,877 customers. The sample size was determined using the Slovin formula, resulting in 100 respondents selected through the simple random sampling method. Data were collected using questionnaires. Data analysis was conducted using the Partial Least Squares (PLS) method through outer model and inner model assessments, followed by hypothesis testing using the T-Statistic for direct effects and Indirect Effect analysis for indirect effects. The results indicate that Digital Service Quality has an effect on Customer Satisfaction, Customer Experience has an effect on Customer Satisfaction, Digital Service Quality does not have a direct effect on Customer Loyalty, Customer Experience has an effect on Customer Loyalty, and Customer Satisfaction has an effect on Customer Loyalty. Furthermore, Digital Service Quality has an effect on Customer Loyalty through Customer Satisfaction, while Customer Experience has an effect on Customer Loyalty through Customer Satisfaction. These findings indicate that Customer Satisfaction plays an important role in strengthening customer loyalty at PT Mitra Proteksi Madani.
THE INFLUENCE OF CUSTOMER VALUE AND TRUST ON CUSTOMER LOYALTY AT PT MITRA PROTEKSI MADANI Muhammad Khairil Anwar; Mutia Arda
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 10 (2026): SEPTEMBER
Publisher : RADJA PUBLIKA

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

Abstract

This study aims to examine and analyze the influence of Customer Value and Trust on Customer Loyalty at PT Mitra Proteksi Madani. This research employs a quantitative method with an associative approach. The population consists of all customers of PT Mitra Proteksi Madani, totaling 1,877 customers. The sample size was determined using the Slovin formula, resulting in 100 respondents. The sampling technique used was accidental sampling. The research data are primary data obtained through questionnaires distributed to customers of PT Mitra Proteksi Madani in Tebing Tinggi City. Data analysis was conducted using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS software. The analysis stages included the Measurement Model (Outer Model) to assess the validity and reliability of the research instruments and the Structural Model (Inner Model) to analyze the relationships among latent variables. Hypothesis testing was conducted using the T-Statistic to determine the partial effects and a simultaneous test to examine the joint influence of Customer Value and Trust on Customer Loyalty. The results indicate that Customer Value has an influence on Customer Loyalty, Trust has an influence on Customer Loyalty, and Customer Value and Trust simultaneously influence Customer Loyalty at PT Mitra Proteksi Madani. These findings indicate that enhancing customers' perceived value and
Co-Authors Andika Wahyu Andika Wahyu Aulia Rahman Ayu Indari AYU PRATIWI, WIDYA B. A. Siregar, Rizky Dewi Andriany Dewi Kesuma Nasution Dharmawati Dharmawati, Dharmawati Dini Daulay, Rahma Firmansyah, Nunung Agus Gustina Siregar H Manurung, Yayuk Hafsah Hafsah Hafsah Hafsah Hayulina Manurung, Yayuk Joko Yulbiantono Lailan Safina Hasibuan Lila Bismala Manurung, Yayuk Hayulina Maulana Banurea, Ahmad Muhammad Khairil Anwar Muharnif M Nikmal, Nikmal Popy Popy Popy, Popy Putra, Yudha Andriansyah Rahma Dini Daulay Riadini Wanty Lubis Rizki Abdillah Rizky B. A. Siregar Rizky Bayu Andika Siregar S. Damanik, Wawan Safina Hasibuan, Lailan Sari Siregar, Fatimah Siregar, Rahmad Bahagia Susi Handayani Susi Handayani Syaiful Amri Saragih Wawan S. Damanik Wawan Septiawan Damanik Yayuk H Manurung Yudha Andriansyah Putra Zogner Halawa, Kevin Zulham, M.