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All Journal Majalah Ilmiah Bijak Jurnal Dinamika Administrasi Bisnis GEMAH RIPAH: Jurnal Bisnis Agroterap Jurnal Social Society IJAIFD International Journal of Artificial Intelligence for Digital Marketing
Agung Pujianto
Universitas 17 Agustus 1945 Surabaya
Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Social Sciences Other

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The Mediating Role of Customer Service in the Relationship between Price and Internet Speed on Customer Satisfaction Agung Pujianto
Majalah Ilmiah Bijak Vol. 22 No. 2: September 2025
Publisher : Institut Ilmu Sosial dan Manajemen STIAMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/bijak.v22i2.5485

Abstract

Customer satisfaction in internet services is a critical factor in maintaining user loyalty, especially for major service providers like Indihome. Despite offering a wide range of packages with varied prices and internet speeds, Indihome continues to face customer dissatisfaction due to discrepancies between expectations and actual service quality, primarily regarding perceived high prices and inconsistent internet speeds. Additionally, customer service frequently becomes a focal point of complaints, with issues related to delayed responses and inadequate problem-solving, further exacerbating the dissatisfaction when service quality does not meet expectations. This study aims to investigate the impact of pricing and internet speed on customer satisfaction, with customer service functioning as a mediating variable. Adopting a quantitative research approach, this study utilizes a survey method to collect data from Indihome users who have been subscribed for over a year. The data were analyzed using Structural Equation Modeling (SEM) with Partial Least Squares (PLS-SEM) to evaluate the relationships among variables. The findings indicate that both pricing and internet speed have a significant and positive effect on customer satisfaction, while customer service plays a mediating role that strengthens these relationships. The results highlight the importance of customer service quality in mitigating the negative perceptions associated with high prices and unstable internet speeds. The study contributes to the theoretical understanding of customer satisfaction by incorporating customer service as a mediating factor and offers practical implications for service providers to enhance user experience through improved customer support mechanisms.
THE INFLUENCE OF PRODUCT QUALITY AND BRAND TRUST ON THE DECISION TO PURCHASE WHEY PROTEIN EVOLENE PRODUCTS IN GYM MEMBERS IN GRESIK Fernando Bryan Baki Mandonsa; Sri Andayani; Agung Pujianto
International Journal of Artificial Intelligence for Digital Marketing Vol. 1 No. 2 (2024): International Journal of Artificial Intelligence for Digital Marketing
Publisher : PT ANTIS INTERNATIONAL PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/ijaifd.v1i2.109

Abstract

In contemporary times, a significant number of individuals possess knowledge on the significance of physical activity and have incorporated it into their everyday routines. This significantly influences the growth of the sports industry. Due to the rapid expansion of the sports industry, particularly in the fitness sector, there has been significant growth in the whey protein market. Individuals who engage in regular physical activity, particularly those who are members of fitness centres, require whey protein as a supplementary source of nutrition to fulfil their daily protein requirements. The whey protein sector presents a lucrative market opportunity for whey protein producers and companies, particularly Evolene. The objective of this study is to assess the impact of Product Quality (X1) and Brand Trust (X2) on the Purchasing Decisions (Y) of Evolene Whey Protein Products. This research is a quantitative study that focuses on the community of male consumers who use evolene whey protein in gyms in Gresik. 97 consumers at Surya Gym Members completed a survey using Google Form, providing feedback on their use of evolene whey protein. The research employed validity and reliability tests to assess the instruments. This study employed traditional assumption testing, including linearity tests, normalcy tests, and Multicollinearity tests. The analysis in this research employs statistical tests such as the t-test, F-test, and coefficient of determination test (R2), using the data analysis technique of multiple linear regression. The analysis of product quality and brand trust variables indicates that both variables, Product Quality and Brand Trust, have a positive and significant impact on the Purchasing Decision of Evolene Whey Protein Products for Gym Members in Gresik.
Co-Authors Amanda Arya Dwi Yanti Awin Mulyati Ayun Maduwinarti Callista Ivana Sefira Cantika Al Madinah Fernando Bryan Baki Mandonsa Fina Idamatussilmi Ilham Putra Gunawan Intan Febianti Mulyati, Diana Juni Nadyah Amelia Putri Penta Aprillia Sari Pratiwi, Ni Made Ida Rania Noorandjani Riandita Sri Andayani Uthe Chairuz M. Nasution