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All Journal JOURNAL OF APPLIED BUSINESS ADMINISTRATION Al-Kharaj: Journal of Islamic Economic and Business Jurnal Studia Akuntansi dan Bisnis (The Indonesian Journal of Management & Accounting) Indonesian Journal of Business and Management Jurnal Bina Bangsa Ekonomika Jurnal Locus Penelitian dan Pengabdian Eastasouth Journal of Effective Community Services Jurnal Pengabdian West Science Journal Of Indonesian Social Society Gudang Jurnal Multidisiplin Ilmu Jurnal Nuansa: Publikasi Ilmu Manajemen dan Ekonomi Syariah Jurnal Pengabdian Bukit Pengharapan Menawan : Jurnal Riset dan Publikasi Ilmu Ekonomi Gudang Jurnal Pengabdian Masyarakat Menulis: Jurnal Penelitian Nusantara
Isra Rafika Sihombing
Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering 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 Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Service quality and consumer trust as determinants of customer satisfaction: Evidence from an automotive showroom in Medan Rima Sapira; Sri Rezeki; Desma Erica Maryati Manik; Isra Rafika Sihombing; Dian Setyorini
Journal of Applied Business Administration Vol 10 No 1 (2026): Journal of Applied Business Administration
Publisher : Pusat P2M Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaba.12813

Abstract

Consumer satisfaction in the automotive retail sector is shaped by both operational and relational service factors, yet empirical evidence integrating these mechanisms in the Indonesian two-wheeler showroom context remains scarce. Against a backdrop of year-to-year sales variation at Yamaha Motor Showroom Branch Klambir V in the Medan–Deli Serdang corridor, this study examines the effects of service quality and consumer trust on customer satisfaction. A quantitative cross-sectional survey design was employed with 150 respondents selected through purposive sampling. Data were collected using a structured questionnaire measured on a five-point Likert scale. Instrument validity was assessed via Corrected Item-Total Correlation and reliability via Cronbach’s Alpha; classical assumption tests (normality, multicollinearity, and heteroskedasticity) preceded multiple linear regression. All instruments were valid and reliable (α > 0.80). Regression results indicated that service quality (β = 0.497, t = 8.121, p < 0.001) and consumer trust (β = 0.473, t = 7.734, p < 0.001) each exerted a positive and significant effect on customer satisfaction, and jointly explained 44.3% of its variance (F = 60.186, p < 0.001, Adjusted R² = 0.443). Theoretically, the study extends the SERVQUAL and commitment–trust frameworks by demonstrating that an operational construct (service quality) and a relational construct (trust) function as comparably strong, complementary determinants of satisfaction within a single bounded automotive-retail setting—a context in which the two have rarely been tested jointly. Practically, management is advised to invest in service training, strengthen the service environment, and improve communication transparency to sustain consumer trust and satisfaction.
The Influence Of Service Quality And Customer Satisfaction On Customer Loyalty at Bintang Supermarket Deby Intan Dewini Gultom; Dedy Lazuardi; Isra Rafika Sihombing
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 2 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i2.10250

Abstract

This study aims to analyze the influence of service quality and customer satisfaction on customer loyalty, both partially and simultaneously. This study uses a quantitative approach with a survey method through a questionnaire to 110 respondents who are customers of Bintang Supermarket. The sampling technique uses accidental sampling. Data analysis was carried out using multiple linear regression with hypothesis testing through t-test and F-test, and supported by the classical assumption test and the coefficient of determination (R²). The results of the study indicate that service quality has a positive and significant effect on customer loyalty with a t-value of 5.321 greater than t-table 1.982. Customer satisfaction is also proven to have a positive and significant effect on customer loyalty with a t-value of 8.094 greater than t-table 1.982. In addition, simultaneously service quality and customer satisfaction have a positive and significant effect on customer loyalty with an F-value of 1618.843 greater than F-table 3.08. This study shows that improving service quality and customer satisfaction are important factors in creating customer loyalty at Bintang Supermarket. This research is expected to provide practical contributions to management in designing service improvement strategies and strengthening long-term relationships with customers, while also contributing theoretically to the development of marketing science, particularly in the local supermarket retail sector
Pengaruh Inovasi Produk dan Citra Merek terhadap Minat Beli pada Produk Teknologi di Indonesia Nurmayani Nurmayani; Nurul Halisya; Isra Rafika Sihombing
Jurnal Nuansa : Publikasi Ilmu Manajemen dan Ekonomi Syariah Vol. 4 No. 2 (2026): Juni: Jurnal Nuansa : Publikasi Ilmu Manajemen dan Ekonomi Syariah
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/nuansa.v4i2.2568

Abstract

Rapid technological development and increasingly intense market competition in Indonesia have made product innovation and brand image important factors in shaping consumers' purchase intention toward technological products, such as smartphones and other digital devices. This study aims to analyze the influence of product innovation and brand image on consumers' purchase intention for technological products in Indonesia. The study employed a qualitative approach through library research, with data collected from various national and international journals accessed through Google Scholar, Semantic Scholar, and SINTA, supported by relevant books. The synthesis of previous studies indicates that product innovation through feature development, design improvement, and value enhancement has a positive and significant effect on consumers' purchase intention. Likewise, brand image, which includes perception, trust, prestige, and reputation, also has a positive and significant influence, both partially and simultaneously. These findings are consistent with Kotler and Keller's consumer behavior theory and provide strategic implications for technology companies to continuously innovate and build strong brand equity.
PENGARUH WORD OF MOUTH DAN PROMOSI PENJUALAN TERHADAP MINAT BELI KONSUMEN PRODUK VAPE Muhammad Alif Andika; Ihdina Gustina; Isra Rafika Sihombing
Indonesian Journal of Business and Management Vol. 8 No. 2 (2026): Indonesian Journal of Business and Management, Juni 2026
Publisher : Postgraduate Bosowa University Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35965/jbm.v8i2.8759

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Word of Mouth dan promosi penjualan terhadap minat beli konsumen pada Sempurna Jaya Rokok Vape. Penelitian ini dilatarbelakangi oleh semakin ketatnya persaingan bisnis vape yang menuntut perusahaan memahami faktor-faktor yang mampu meningkatkan minat beli konsumen. Kebaruan penelitian ini terletak pada pengujian simultan pengaruh komunikasi Word of Mouth dan promosi penjualan pada industri vape lokal yang masih relatif jarang dikaji dalam konteks perilaku konsumen di Indonesia. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 130 responden yang dipilih melalui teknik accidental sampling. Data dianalisis menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa Word of Mouth dan promosi penjualan berpengaruh positif dan signifikan terhadap minat beli konsumen. Persamaan regresi yang diperoleh adalah Y = -10,494 + 0,903X + 0,614X, yang menunjukkan bahwa Word of Mouth memiliki pengaruh lebih dominan dibandingkan promosi penjualan. Secara simultan kedua variabel berpengaruh signifikan terhadap minat beli dengan nilai koefisien determinasi (R) sebesar [isi sesuai hasil penelitian], yang menunjukkan bahwa variasi minat beli konsumen dapat dijelaskan oleh Word of Mouth dan promosi penjualan. Secara teoretis, temuan ini memperkuat perspektif pemasaran relasional yang menempatkan komunikasi antar konsumen sebagai faktor penting dalam pembentukan minat beli. Secara praktis, perusahaan perlu mendorong terciptanya pengalaman konsumen yang positif guna menghasilkan Word of Mouth yang kuat serta mengintegrasikannya dengan strategi promosi penjualan yang efektif untuk meningkatkan daya tarik produk di pasar.   This study aims to analyze the influence of Word of Mouth and sales promotions on consumer purchasing interest at Sempurna Jaya Cigarette Vape. This study is motivated by the increasingly fierce competition in the vape business, which requires companies to understand the factors that can increase consumer purchasing interest. The novelty of this study lies in the simultaneous examination of the influence of Word of Mouth communication and sales promotions on the local vape industry, which is still relatively rarely studied in the context of consumer behavior in Indonesia. The study used a quantitative approach with a survey method on 130 respondents selected through accidental sampling techniques. Data were analyzed using multiple linear regression. The results showed that Word of Mouth and sales promotions had a positive and significant effect on consumer purchasing interest. The regression equation obtained was Y = -10.494 + 0.903X + 0.614X, which indicates that Word of Mouth has a more dominant influence than sales promotions. Simultaneously, both variables have a significant effect on purchasing interest with a coefficient of determination (R) of [fill in according to the research results], which indicates that variations in consumer purchasing interest can be explained by Word of Mouth and sales promotions. Theoretically, these findings reinforce the relationship marketing perspective, which places communication between consumers as a crucial factor in shaping purchase intention. Practically, companies need to foster positive consumer experiences to generate strong word of mouth and integrate this with effective sales promotion strategies to increase product appeal in the marketplace.
THE EFFECT OF SERVICE QUALITY AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AT PT. SYAHRIFAH ALAWIYYAH INSYRAH Muhammad Fadli Hutabarat; Ihdina Gustina; Isra Rafika Sihombing
Jurnal Studia Akuntansi dan Bisnis (The Indonesian Journal of Management & Accounting) Vol 14 No 1 (2026)
Publisher : Universitas La Tansa Mashiro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55171/jsab.v14i1.1594

Abstract

The Umrah travel service industry faces intense competition that demands companies to prioritize customer satisfaction as their primary advantage. This research is motivated by the decline in the number of pilgrims at PT. Syarifah Alawiyyah Insyirah by -24.91% in 2025. The main problems identified include the lack of optimal pilgrim assistance and minimal social interaction and a sense of family during the pilgrimage. The purpose of this study is to analyze the influence of service quality and customer experience on customer satisfaction, both partially and simultaneously. The research method used is a quantitative approach. The study population included 648 pilgrims in 2025, with a sample of 247 respondents determined using the Slovin formula and random sampling techniques. Data were collected through a Likert scale questionnaire and analyzed using the classical assumption test and multiple linear regression. The results showed that service quality (X1) had a positive and significant effect on customer satisfaction with a regression coefficient of 0.403. Customer experience (X2) also had a positive and significant effect with a coefficient of 0.322. Simultaneously, both variables significantly influence customer satisfaction with an F-value of 502.011. The coefficient of determination (R2) of 0.803 indicates that 80.3% of the variation in customer satisfaction is influenced by these two variables, while the remaining 19.7% is influenced by factors outside the model. Companies are advised to improve the professionalism of their assistance and create a warmer travel atmosphere to strengthen pilgrim loyalty.
Innovation Footprint and New Value Chain from Pematang Johar Village Dian Setyorini; Isra Rafika Sihombing; Sipnarong Kanchanawongpaisan; Muhammad Hafiz Abd.Rashid; Phan Bao Giang; Khoirul Amri; ⁠Teuku Muhammad Syahrizal; Diego Faustine Karim
Eastasouth Journal of Effective Community Services Vol 4 No 02 (2025): Eastasouth Journal of Effective Community Services (EJECS)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/ejecs.v4i02.505

Abstract

Pematang Johar Village is one of the agricultural villages with abundant rice production. However, a portion of the harvest results in low-quality rice such as broken grains, dull color, and leftover rice from daily consumption. This problem leads to economic inefficiency and increased food waste. Through this community service program, a new value chain innovation was introduced by processing rice waste into rice crackers. This innovation was chosen because of easily available raw materials, cultural consumption habits, and its potential to reduce food waste while creating local culinary identity. The production process is simple, low-cost, and offers wide marketing opportunities both online and offline. The program results show an increase in community knowledge and skills, establishment of a small business group, and the birth of a new culinary identity for Pematang Johar Village.
Kerajinan Tangan dari Limbah Jerami Padi yang Bernilai Ekonomis Isra Rafika Sihombing; Khairul Ali Hutasuhut; Dian Setyorini; Sartiyah Sartiyah; Phan Bao Giang; Keysa Dwi Aulia
Eastasouth Journal of Effective Community Services Vol 4 No 02 (2025): Eastasouth Journal of Effective Community Services (EJECS)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/ejecs.v4i02.509

Abstract

Limbah jerami padi di Desa Pematang Johar selama ini belum dimanfaatkan secara optimal dan lebih sering dibakar sehingga menimbulkan polusi serta hilangnya potensi ekonomi masyarakat. Program pengabdian ini bertujuan meningkatkan nilai ekonomi jerami padi melalui pelatihan pembuatan kerajinan tangan sebagai peluang usaha kreatif berbasis potensi lokal. Metode yang digunakan adalah Participatory Action Research (PAR) melalui pendekatan pemberdayaan masyarakat dengan melibatkan kelompok petani, ibu rumah tangga, dan pemuda desa dalam seluruh proses pengorganisasian komunitas. Kegiatan meliputi pelatihan pengolahan bahan, desain produk, produksi, hingga pemasaran. Hasil pelaksanaan menunjukkan peningkatan keterampilan, terbentuknya kelompok usaha kerajinan jerami, serta munculnya pemimpin lokal yang mengoordinasikan kegiatan produksi. Selain menambah peluang pendapatan alternatif, program ini juga mengurangi praktik pembakaran jerami sehingga berdampak positif pada lingkungan. Secara keseluruhan, program berhasil mendorong transformasi sosial ekonomi menuju keberlanjutan desa.
Co-Authors Agnes Zulyatika Chairunnisa Nur Rafah Deby Intan Dewini Gultom Dedy Lazuardi Deliyanti Simbolon Desma Erica Maryati Manik Dian Setyorini Diego Faustine Karim Dita Sayidin Dita Sayidina Harahap Dita Sayidina Harahap Edison Simamora Elvanni Caroline Fenny Afrida Harahap, Dita Sayidina Hutasuhut, Khairul Ali Ihdina Gustina Keysa Dwi Aulia Khoirul Amri Lisa Elianti Nasution Muhammad Alif Andika Muhammad Fadli Hutabarat Muhammad Hafiz Abd.Rashid Nurmayani Nurmayani Nurul Halisya Phan Bao Giang Ramina Fitriyani Rima Sapira Sartiyah Sartiyah Sipnarong Kanchanawongpaisan Sri Rezeki Sri Rezeki Wilson ⁠Teuku Muhammad Syahrizal