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All Journal Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Journal of Accounting Research, Utility Finance and Digital Assets (JARUDA)
Yeni Absah
Master Management Program, Post Graduated School, Universitas Sumatera Utara
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences Other

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THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY IS MEDIATED BY SATISFACTION VARIABLES (STUDY OF CUSTOMER PERCEPTIONS ON BANK MANDIRI UNIT KUALA TANJUNG BRANCH BATUBARA DISTRICT, NORTH SUMATRA PROVINCE) Ade Carlo Tiganna Damanik; Nazaruddin; Yeni Absah
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 3 No. 3 (2023): October (October-December)
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v3i3.1252

Abstract

Based on the research results, data analysis and discussion above, the following final conclusions can be drawn: There are differences between research conducted by previous researchers regarding the influence of service quality on consumer loyalty, where previous research stated that there is a significant influence on consumer loyalty. However, in this research, the service quality variable did not significantly influence customer/consumer loyalty. The user satisfaction variable has a positive and significant effect on the customer loyalty variable, where these results complement previous research which states that user satisfaction has a positive and significant effect on customer loyalty. Service quality and user satisfaction simultaneously influence customer loyalty with the results obtained namely 49.9% influencing loyalty and the remainder explained by other variables outside of the variables studied.
DESIGN OF MEDAN CITY MARKET PD PERFORMANCE MEASUREMENT USING BALANCED SCORECARD METHOD Rika Puspita Dewi; Nazaruddin; Yeni Absah
Journal of Accounting Research, Utility Finance and Digital Assets Vol. 2 No. 2 (2023): October
Publisher : PT. Radja Intercontinental Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/jaruda.v2i2.97

Abstract

This research aims to design a performance measurement for PD market in Medan City using the balanced scorecard method. The sampling technique used was convenience sampling, namely a sampling method whose respondents were people who volunteered for certain reasons. As the name suggests, this method selects samples from a population (people or events) whose data are easily obtained by researchers. The type of data in this research uses primary data and secondary data. Primary data is data collected by researchers directly from respondents. The research results show that from a financial perspective the results obtained for Net Profit Margin (NPM) are in the poor category because they are below >5%, Likewise, GPM is in a poor category because it is below 8.3%. From the perspective of PD Pasar Kota Medan customers, seen from the analysis, it shows satisfied results. By carrying out overall calculations using the Multiattribute Attitude Model (MAM) method, it shows a result of 92.52 and based on the categorization, it is included in the very satisfied range. From the perspective of PD Pasar Kota Medan's internal business processes, seen from the analysis, it shows good results. PD Pasar Kota Medan is able to carry out innovation processes, operational processes and after-sales processes well, and from the perspective of learning and growth, PD Pasar Kota Medan, seen from its analysis, shows very satisfactory results.
Co-Authors Ade Carlo Tiganna Damanik Nazaruddin Rika Puspita Dewi