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All Journal Jurnal Ilmiah Edunomika (JIE) International Journal of Economics Development Research (IJEDR) International Journal of Health, Economics, and Social Sciences (IJHESS)
Erina Alimin
Universitas Pelita Harapan, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Public Health Social Sciences

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The Impact of Service Recovery on Customer Satisfaction at PT Andalas Citra Elektrindo Medan Erina Alimin; Eddy
International Journal of Health, Economics, and Social Sciences (IJHESS) Vol. 5 No. 3: July 2023
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v5i3.3925

Abstract

The goal of service recovery is to address customer complaints, restore customer satisfaction and prevent customer exits. A successful service recovery has a positive impact on the overall satisfaction towards the company which ultimately leads to positive word-of-mouth and repeat purchase behaviour. After the service failure, service recovery should be done by the company in order to avoid the negative impacts of service failure on the customers. The process of service recovery is a part of quality management that intends to maintain business relationships with the customer. The process of service delivery has high chances to fail due to the presence of human element in it especially for company. The purpose of this research is to know whether service recovery has impact on customer satisfaction at PT Andalas Citra Elektrindo Medan. Research design used in this research is descriptive research design and correlational research design. Research methods which used are descriptive statistic analysis, validity and reliability test, normality test, coefficient correlation, coefficient of determinant, simple linear regression analysis and Z testing. The result of this research is the service recovery has impact on customer satisfaction at PT Andalas Citra Elektrindo. From Z test, it can be known that Zcount > Ztable. The coefficient of correlation value is 0.879. There is strong and positive relationship between service recovery and customer satisfaction in PT Andalas Citra Elektrindo. The coefficient of determination value is 77.2%. It means that 77.2% of customer satisfaction can be explained by service recovery in PT Andalas Citra Elektrindo. From result of regression analysis, it can obtain linear regression equation Y = 2.196 + 0.837 X. The increasing of 1 unit of the service recovery can make increasing of 0.837 unit of customer satisfaction. Most of respondent is disagree about the service recovery dimension in PT Andalas Citra Elektrindo. Most of respondent is disagree about the customer satisfaction dimension in PT Andalas Citra Elektrindo.
Halal Products in Context of the Effect of Product Quality and Menu Variety on Purchase Decisions Yennyka Leilasariyanti; Reny Andriyanty; H. MR. Ulung Sembiring; Sri Sugiarti; Erina Alimin
International Journal of Economics Development Research (IJEDR) Vol. 4 No. 2 (2023): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v4i3.3873

Abstract

This study aims to describe and analyze the health level of savings and loan cooperatives, namely Capital (capital), Assets (quality of productive assets), Management (management), Earning (profitability), Liquidity (liquidity). The research was conducted at KSP Kopdit Pintu Air Sikka Regency NTT. This type of research is a type of quantitative descriptive research. The data used are financial statements for 2020, 2021 and also the results of interviews from cooperative administrators. While the data analysis technique uses data analysis techniques using the Camel method. This shows that the financial performance of KSP Kopdit Pintu Air using the ratio of the Camel method is in an unhealthy situation, but in 2021 it is slightly healthier or in the moderate category.
THE INFLUENCE OF USER INTERFACE ON PURCHASING DECISIONS WITH BRAND IMAGE AS A MODERATING VARIABLE Hermawan Hermawan; Efti Novita Sari; Erina Alimin; Mila Diana Sari; Muhamad Risal Tawil
JURNAL ILMIAH EDUNOMIKA Vol 8, No 2 (2024): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v8i2.13947

Abstract

This research is quantitative research with an exploratory approach, namely an approach that uses a number of previous studies as initial milestones for finding novelty and strengthening the research gaps that exist in this research. The data used in this research was distributed to 400 Owner of Madura Store spread throughout Indonesia. The questionnaire distributed contained 5 statements on 16 questions, namely strongly agree sentences, agree sentences, normal/average sentences, disagree sentences, and strongly disagree sentences. These data were analyzed using the smart PLS 4.0 analysis tool with the hypothesis below. The result in this article show the hypothesis which started from the researcher's assumptions, namely the User Interface variable, can have a positive relationship direction and a significant influence on Purchasing Decisions can be proven because the P-Values value is positive and is below the level the significance of 0.05 is 0.009. This can be caused by the simplicity of the system and the ease of product transactions, enabling consumers to immediately make purchasing decisions. Apart from that, the next column shows that the Brand Image variable can strengthen the influence of the User Interface variable on purchasing decisions because the P-Values value is positive and is below the significance level of 0.05, namely 0.000, which is more significant than the direct test of 0.009. Thus, it can be concluded that the first and second hypotheses in this research can be accepted and proven. Keywords: User Interface, Purchasing Decisions, Brand Image
Co-Authors Eddy H. MR. Ulung Sembiring Hermawan Hermawan Mila Diana Sari Muhamad Risal Tawil Reny Andriyanty Sari, Efti Novita Sri Sugiarti Yennyka Leilasariyanti