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All Journal Journal of Business, Management, and Accounting
M. Arief
Kusuma Negara Business School
Economics, Econometrics & Finance Education Social Sciences

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The Influence of Customer Experience, Customer Service and Company Image on Customer Loyalty through Consumer Satisfaction as Intervening Variables Singgih Andi Kurniawan; M. Arief
Journal of Business, Management, & Accounting Vol. 3 No. 1 (2021): March
Publisher : Kusuma Negara Business School

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Abstract

This study aims to analyze the effect of consumer experience, service convenience and corporate image on customer loyalty through consumer satisfaction as an intervening variable performed on members Cooperative xxxmart Cibubur. This research is a survey research using a questionnaire as instrument and taken as many as 88 respondents who are members The XXX Martr Cooperative uses a simple random sampling method. Data collection is done by providing a list of questions to respondents use google form. This study uses analytical tools SmartPLS ver 3.0. The hypothesis is tested with path coefficients and indirect effects. The results of the study obtained the following conclusions; (1) Consumer experience (X1) has a significant effect on consumer satisfaction (Y1). (2) Convenience service (X2) has a significant effect on customer satisfaction (Y1). (3) Image company (X3) has no significant effect on customer satisfaction (Y1). (4) Consumer satisfaction (Y1) has a significant effect on customer loyalty (Y2). (5) Consumer experience (X1) has a significant effect on loyalty customers (Y2) either directly or through customer satisfaction (Y1). (6) Service convenience (X2) has a significant effect on customer loyalty (Y2) either directly or through consumer satisfaction (Y1). (7) Image company (X3) has no significant effect on customer loyalty (Y2) either directly or through consumer satisfaction (Y1). Satisfaction variable consumers (Y1) are able to mediate from the influence of experience variables consumer (X1) and service convenience (X2) on customer loyalty (Y2). However, the consumer satisfaction variable (Y1) failed to mediate the effect of corporate image variable (X3) on customer loyalty (Y2)
The Effect of Compensation, Work Environment, and Organizational Commitment on Performance with Job Satisfaction as An Intervening Variable Dyan Mayla; M. Arief
Journal of Business, Management, & Accounting Vol. 2 No. 2 (2020): September
Publisher : Kusuma Negara Business School

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High company employee performance can be achieved if all the elements that exist within the agency are well integrated, and able to play its role in accordance with the needs and desires of the public and employees. Therefore we need support of compensation, work environment, organizational commitment, and job satisfaction to improve the performance of these employees. The purpose of this study is to analyze and determine the effect of work environment compensation and organizational commitment to employee performance through job satisfaction.This study aimed to examine the effect of compensation, work environment, and organizational commitment to improve the performance of these employees either partially or simultaneously in Pt. Gobel Dharma Sarana Karya. The method used is descriptive and verification method with a sample of 53 respondents. Data were collected by using questionnaires and data analysis used is path analysis.The results showed that compensation, work environment, and organizational commitment partially influence job satisfaction and performance. Whereas job satisfaction does not mediate the effect of compensation, work environment, and organizational commitment on performance
Co-Authors Dyan Mayla Singgih Andi Kurniawan