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The Influence of Customer Experience and Brand Awareness on Customer Loyalty Mediated by Customer Satisfaction (Empirical Study: Yoshinoya Restaurant Customers in DKI Jakarta) Arvian Yoel Tanudjaja; Liem Bambang Sugiyanto
Journal Research of Social Science, Economics, and Management Vol. 3 No. 2 (2023): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v3i02.542

Objective of research is to investigate the effect of customer experience and brand awarness on customer loyalty among Yoshinoya restaurant customers in DKI Jakarta, both directly and indirectly with mediation of customer satisfaction. This study use quantitative approach. A survey was conducted with 171 respondents who had consumed products of Yoshinoya restaurants in DKI Jakarta. Data analysis was performed using Structural Equation Model with AMOS program. The research findings indicate that the customer experience provided by Yoshinoya restaurants does not have a strong and significant relationship with customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. However, it was found that brand awareness has a strong and significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. When mediated by customer satisfaction, turns out customer experience does have a strong and significant relationship with customer loyalty. Enhanced, when brand awareness mediated by customer satisfaction, has a stronger and more significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. The implications of this research suggest that companies can enchance customer loyalty by improving customer experience, brand awareness, and customer satisfaction. This can be achieved through the provision of high-quality food, efficient service in terms of speed, a strong brand, and most importantly ensuring customer satisfaction. Customer satisfaction is crucial in transforming a negative into a more positive one.

The Influence Of Product Quality, Price, And Brand Image On Consumer Loyalty Mediated By Consumer Satisfaction (Empirical Study: Consumers Of Kacang Kulit Dua Kelinci In Jakarta) Kelvin Kelvin; Liem Bambang Sugiyanto
Journal Research of Social Science, Economics, and Management Vol. 3 No. 3 (2023): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v3i3.561

This research aims to determine how product quality, price, and brand image influence consumer loyalty in consuming Kacang kulit Dua Kelinci, mediated by Consumer Satisfaction. This research uses a quantitative approach. The survey was conducted on 180 respondents who had consumed the Kacang kulit Dua Kelinci in the province of DKI Jakarta. Data analysis was performed using the Structural Equation Model (SEM) AMOS. The research results show that the price of Kacang kulit Dua Kelinci has a strong relationship and a significant influence on consumer loyalty in consuming Kacang kulit Dua Kelinci in DKI Jakarta province. Different from product quality and brand image, which do not have a strong relationship and significant influence on consumer loyalty in consuming Kacang kulit Dua Kelinci. However, product quality, price, and brand image significantly influence consumer loyalty when mediated by consumer satisfaction. The research results also show that, in total, price is the most significant contributor to consumer loyalty, followed by product quality as the second largest contributor, then brand image as the most minor contributor. This conclusion shows that the Kacang kulit Dua Kelinci industry can maximally increase consumer loyalty by increasing consumer satisfaction so that consumers become loyal to continue consuming Kacang kulit Dua Kelinci. The limitation of the research is that the respondents collected only live in DKI Jakarta and focused on one product from the Dua Kelinci brand, Peanut Shell.

The Influence of Service Quality and Brand Image on Patient Loyalty Mediated by Patient Satisfaction (An Empirical Study on Patients at “X” Hospital in East Bekasi) Alfa Tiara Ramba; Liem Bambang Sugiyanto
Edunity Kajian Ilmu Sosial dan Pendidikan Vol. 4 No. 9 (2025): Edunity: Social and Educational Studies
Publisher : PT Publikasiku Academic Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57096/edunity.v4i9.436

This study aims to examine the effect of service quality and brand image on patient loyalty, with customer satisfaction as a mediating variable at X Hospital, East Bekasi, Indonesia. A quantitative survey was conducted using an online questionnaire distributed to 154 respondents who had received services at the hospital more than twice and were aged 17 years or older. Data were analyzed using Smart PLS 3. The results show that service quality and brand image significantly influence patient satisfaction, which, in turn, has a strong effect on patient loyalty. Both service quality and brand image also directly influence patient loyalty, with service quality identified as the strongest contributor, followed by brand image. Furthermore, patient satisfaction mediates the relationship between the independent variables and loyalty, confirming its critical role in shaping patient behavior. The study concludes that delivering high service quality and maintaining a positive brand image are essential strategies to enhance patient satisfaction and loyalty. Limitations of this study include its relatively small sample size and focus on a single hospital, restricting generalizability. Theoretically, the study contributes to the literature on patient loyalty by emphasizing the mediating role of satisfaction. Practically, it provides insights for hospital management to prioritize service improvements and strengthen brand perception. Future research is recommended to expand the sample across multiple hospitals and to explore additional mediating variables such as corporate reputation, perceived value, and revisit intention to provide a more comprehensive understanding of loyalty drivers.

The Effect of Workload, Work-Life Balance, and Burnout on Job Satisfaction with the Mediation of Digital Transformation Readiness Among Generation Z Employees in the Mining Sector in Jakarta Leoni Angela Fortunata; Liem Bambang Sugiyanto
Enrichment: Journal of Multidisciplinary Research and Development Vol. 3 No. 12 (2026): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v3i12.631

This study aims to examine the effect of workload, work-life balance, and burnout on job satisfaction, with digital transformation readiness as a mediating variable, among Generation Z employees in the mining sector in Jakarta. This research employs a quantitative approach using the SEM-PLS method via SmartPLS, with data collected from 155 respondents using a Likert-scale questionnaire. The results indicate that digital transformation readiness has the strongest and most significant positive effect on job satisfaction. Workload, work-life balance, and burnout do not directly influence job satisfaction. However, digital transformation readiness significantly mediates the relationship between work-life balance and burnout and job satisfaction, while it does not mediate the relationship between workload and job satisfaction. These findings highlight the strategic role of digital transformation readiness in enhancing job satisfaction among Generation Z employees. Practically, the results provide insights for mining companies in strengthening digital capabilities, supporting employee adaptability to technological change, and sustaining work-life balance policies. Nevertheless, this study is limited to Generation Z employees in the mining sector in Jakarta. Future research is recommended to examine similar variables among site-based mining employees in order to obtain a more comprehensive understanding of employee work behaviour.

The Role of Brand Image in Mediating the Influence of Celebrity Endorsement and e-WOM on Purchase Intention of Skintific Skincare Products Cynthia Pangrestu; Liem Bambang Sugiyanto
Enrichment: Journal of Multidisciplinary Research and Development Vol. 3 No. 12 (2026): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v3i12.639

This study aims to analyse the role of brand image in mediating the influence of celebrity endorsement and e-WOM on purchase intention for Skintific skincare products on the Shopee platform. Specifically, the study examines the use of Mahalini as a celebrity endorser who actively promotes Skintific, as well as how consumers who have been exposed to these promotions and have read online reviews form brand perceptions prior to making a purchase decision. This study employs the Stimulus–Organism–Response (SOR) theoretical framework, in which celebrity endorsement and e-WOM function as the stimulus, brand image as the internal psychological state (organism), and purchase intention as the response. A quantitative approach is adopted, with data analysed using Structural Equation Modelling (SEM) based on Partial Least Squares (PLS). Data were collected through an online questionnaire administered to 275 Shopee users domiciled in DKI Jakarta who had purchased Skintific products, been exposed to promotions by Mahalini, and read consumer reviews. Data analysis was conducted using SmartPLS 3 to test both the measurement model and the structural model. The results indicate that celebrity endorsement by Mahalini and e-WOM each have a positive and significant effect on both brand image and purchase intention. Furthermore, brand image is confirmed to significantly mediate the relationship between celebrity endorsement and e-WOM and purchase intention.

The Effect of Informativeness, Entertainment, and Irritation on the Intention to Return to Tokopedia, Mediated by Attitude Toward the Tokopedia Mobile Application Jonnathan Jordian; Kurnadi Gularso; Liem Bambang Sugiyanto; Michael Christian
Enrichment: Journal of Multidisciplinary Research and Development Vol. 3 No. 12 (2026): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v3i12.649

This research aims to examine the effects of informativeness, entertainment, and irritation on users’ intention to return to Tokopedia, mediated by attitude toward the mobile application. In addition, this study compares the Technology Acceptance Model (TAM) and the Ducoffe Model in explaining attitude formation toward marketplace applications. TAM posits that attitude is formed after users gain experience through perceived usefulness and perceived ease of use, whereas the Ducoffe Model suggests that attitude can be shaped prior to usage experience through informativeness, entertainment, and irritation. The study employs Structural Equation Modeling–Partial Least Squares (SEM-PLS), using SmartPLS 4.0 as the analytical tool. Data were collected through questionnaires distributed directly to respondents using purposive sampling. The respondents were working individuals who made independent purchase decisions, used smartphones, had downloaded the Tokopedia mobile application, and had previously compared prices in conventional stores before shopping on Tokopedia. The results indicate that informativeness, entertainment, and irritation have significant effects on attitude toward the mobile application, which subsequently influences users’ intention to return. These findings support the applicability of the Ducoffe Model in the context of digital marketplace applications.

The Perceived of Casual Gaming and Perceived of Play-to-Earn Gaming on User Engagement Intention Mediated by Marketplace Platform Experiences Galihwara Galihwara; Michael Christian; Liem Bambang Sugiyanto; Danial Thaib; Ratlan Pardede
Enrichment: Journal of Multidisciplinary Research and Development Vol. 3 No. 12 (2026): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v3i12.654

This study examines the relationships between Perceived Casual Gaming, Perceived Play-to-Earn Gaming, User Engagement Intention, and Marketplace Platform Experience in the mobile gaming context. The study is motivated by the contrasting phenomenon in which casual games can attract strong user interest despite primarily offering entertainment, while play-to-earn games offer potential economic value but may not generate equivalent engagement. Drawing on Uses and Gratifications Theory, Theory of Consumption Values, Technology Acceptance Model, Self-Determination Theory, and user engagement literature, the study proposes a model in which Marketplace Platform Experience functions as a mediator between perceptions of game type and User Engagement Intention. A quantitative cross-sectional survey was conducted among mobile game users in the Greater Jakarta gaming community using purposive sampling. The journal analysis retains the earlier questionnaire dataset and focuses on four constructs to provide a more parsimonious management-oriented model. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The retained dataset indicates that Perceived Casual Gaming significantly affects Marketplace Platform Experience (? = 0.246; t = 2.200; p = 0.030), while Perceived Play-to-Earn Gaming also significantly affects Marketplace Platform Experience (? = 0.189; t = 2.109; p = 0.037). However, neither Perceived Casual Gaming nor Perceived Play-to-Earn Gaming has a statistically significant direct effect on User Engagement Intention, and Marketplace Platform Experience does not show a significant direct effect on User Engagement Intention. The indirect effect of Perceived Casual Gaming through Marketplace Platform Experience is significant (? = 0.292; t = 3.243; p = 0.002), whereas the corresponding indirect effect for Perceived Play-to-Earn Gaming is not significant. These findings suggest that marketplace experience may be more relevant as a mechanism linking perceptions of casual gaming to engagement than as a direct determinant of engagement in the earlier dataset

The Influence of E-WOM and Product Quality on Purchase Intention Mediated by Brand Image Tiara Setianti; Liem Bambang Sugiyanto
Enrichment: Journal of Multidisciplinary Research and Development Vol. 3 No. 11 (2026): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v3i11.626

The skincare industry in Indonesia has grown rapidly due to increasing awareness of skin health and the influence of social media. However, variations in consumer experiences and online reviews often result in a misalignment between brand image and purchase intention, including for the local skincare brand Wardah. This study aims to examine the effect of Electronic Word of Mouth (E-WOM) and Product Quality on Purchase Intention, with Brand Image as a mediating variable. A quantitative approach was employed using a structured online survey, and the data were analyzed with Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results show that E-WOM and Product Quality positively influence Brand Image. Brand Image also has a positive impact on Purchase Intention. Furthermore, E-WOM and Product Quality positively affect Purchase Intention both directly and indirectly through Brand Image. These findings highlight that consumer reviews and product quality serve as strategic drivers in shaping brand image and enhancing the purchase intentions of Wardah skincare consumers in Indonesia.

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