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All Journal Formosa Journal of Sustainable Research (FJSR) RESLAJ: Religion Education Social Laa Roiba Journal
Unik Dwi Lestari
Universitas Esa Unggul
Religion Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Social Sciences

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The Effect of Service Quality on Customer Satisfaction, Customer Loyalty, and Customer Engagement for Private Bank Customers in Tangerang Isnaini Nur Safitri; Unik Dwi Lestari
Formosa Journal of Sustainable Research Vol. 2 No. 9 (2023): September, 2023
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjsr.v2i9.5641

Abstract

Service quality can be defined as how far the difference between reality and customer expectations of the service they receive. With the current development of banking, service quality is a key factor that will become a competitive advantage in the banking world.  Based on the test results of this study, it is known that service quality has a positive effect on customer satisfaction, and service quality has a positive effect on customer engagement which plays an important role in a service at the Bank. Then, customer satisfaction has a positive effect on customer loyalty.  Service quality does not have a positive effect on customer loyalty, because the influence of service quality is not enough to make customers feel loyal
The Influence of Service Quality, Customer Satisfaction, and Customer Loyalty on WOM in E-commerce: A Case Study of Local Fashion Products Alanbachtiar Rizky Suwandhi; Unik Dwi Lestari
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 4 (2025): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v7i4.6358

Abstract

                Along with technological developments, shopping via e-commerce is increasingly popular with the public. This is because it is more practical and also provides competitive prices. This research aims to determine the influence of service quality, customer satisfaction, and customer loyalty to generate WOM in local fashion products that use e-commerce. The population in this research is local fashion product customers who make purchases using e-commerce and live in the Jakarta, Bogor, Depok, Tangerang and Bekasi areas, with a sample of 270 respondents. The data collection technique was carried out using a Likert scale questionnaire which was distributed online via Google Form. The sampling technique in this research used purposive sampling. Analysis uses the Structural Equation Modeling (SEM) method with Partial Least Square (PLS). The research results show that service quality has a positive effect on customer satisfaction, customer loyalty and WOM. This research provides managerial implications for the management of local fashion product companies in JABODETABEK that sell via e- commerce in terms of increasing the positive WOM of their customers by improving service quality. This study can be developed by conducting research in other locations or for other products and can also add other variables that influence customers' positive WOM.
The Influence of Argument Quality, Trustworthy Sources, Kindness, on Purchase Intention on TikTok Shop Through Consumer Welfare Michael Gunawan Hasli; Unik Dwi Lestari
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 4 (2025): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v7i4.6359

Abstract

                This study aims to analyse the effect of argument quality, trusted sources, and kindness on consumer purchase intention at TikTok Shop, with consumer well-being as a mediating variable. In today's digital era, TikTok Shop as an e-commerce platform is increasingly popular and has become the main means for consumers to make purchases. This research adopts a quantitative approach using a survey method to collect data from 242 respondents who are active users of TikTok Shop. This research is quantitative research using the Lisrel Structural Equation Model (SEM) method. The results showed that trusted sources have an indirect effect on purchase intention, namely through the quality of the argument and also consumer well-being. These findings provide important insights for marketers and sellers at TikTok Shop to understand what influences purchasing decisions. This research is expected to contribute to the development of more effective marketing strategies on social media-based e-commerce platforms.
The Effect of Service Quality, Store Image and Price Fairness Perception on Loyalty Through Customer Satisfaction in Coffee Shop Fadhil Fitroh Setiawan; Unik Dwi Lestari
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 4 (2025): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v7i4.6361

Abstract

                This study aims to analyze the effect of perceived service quality, store image and perceived price fairness on loyalty through coffee shop customer satisfaction in Tangerang district. The target sample of this study were customers of 3 coffee shops in Tangerang district. There were a total of 260 respondents who participated in this study. Data was collected using a questionnaire distributed online via google form. The data were analyzed using a partial least square-structural equation modeling (PLS-SEM) approach. The results confirmed that service quality, store image and price fairness all three have a direct and significant relationship with customer satisfaction and customer loyalty. In addition, other findings show that service quality, store image and price fairness have a significant indirect effect on customer loyalty through the mediating effect of customer satisfaction. This research provides guidance to service providers on how to increase customer satisfaction and loyalty through an emphasis on price fairness, store image and service quality. it can be suggested that if a coffee shop company wants to increase customer loyalty what it must do is attract loyal and new customers.
Pengaruh Work Life Balance, Decent Work, dan Job Satisfaction Terhadap Turnover Intention dengan Job Autonomy Sebagai Moderasi Diana Dwi Tanti; Unik Dwi Lestari
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 7 (2025): RESLAJ: Religion Education Social Laa Roiba Journal
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v7i7.7992

Abstract

Decent work has become a career goal for every individual and a priority for many employers and policy makers who want to promote social justice. This study aims to explore the relationship between decent work, work-life balance, job satisfaction, job autonomy and turnover intention specifically among employees in manufacturing companies who are married and have children. Furthermore, this study used purposive sampling method to determine respondents. This research was conducted on 200 manufacturing employees of the home appliance industry in Jabodetabek. The data obtained were analyzed using the structural equation model (SEM) method. The results of this study indicate a negative effect of decent work on turnover intention, job satisfaction on turnover intention, and decent work on work life balance has a positive effect, decent work on job satisfaction has a positive but insignificant effect, work life balance on job satisfaction has a positive but insignificant effect. While the moderating effect of job autonomy has no significant effect on decent work on job satisfaction and also decent work on turnover intention. The managerial implications of this research are to provide input to company management in the manufacturing industry in Jabodetabek in overcoming employee turnover rates, especially for employees who are married and have children by increasing employee turnover.
Co-Authors Alanbachtiar Rizky Suwandhi Diana Dwi Tanti Fadhil Fitroh Setiawan Isnaini Nur Safitri Michael Gunawan Hasli