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All Journal Journal of Economic, Bussines and Accounting (COSTING) RESLAJ: Religion Education Social Laa Roiba Journal
Anak Agung Ketut Diatmika
Universitas Esa Unggul
Religion Economics, Econometrics & Finance Education Environmental Science Social Sciences

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Pengaruh Kualitas Layanan, Kepuasan Pelanggan, Dan Loyalitas Pelanggan Terhadap Niat Beli Ulang Pada Marketplace Anisa Widiastuti; Anak Agung Ketut Diatmika
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 3 (2024): Journal of Economic, Bussines and Accounting (COSTING)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i3.9301

Abstract

The large number of marketplace companies in Indonesia means that the level of competition between companies is increasing. Therefore, companies need to improve factors that can attract customers to repurchase intention. In today's business world, increasing repurchase intention strategies is a necessity, which can be achieved through improving service quality, customer satisfaction and customer loyalty. The aim of this research is to analyze the influence of service quality, customer satisfaction and customer loyalty on repurchase intentions in the marketplace, namely Tokopedia, in the Tangerang Regency area. This research uses a descriptive causality design with a quantitative method approach and uses purposive sampling techniques. Data was collected from 150 Tokopedia user respondents. Data analysis uses Partial Least Square-Structural Equation Modeling (PLS-SEM). Research findings reveal that service quality has a positive effect on customer satisfaction and customer loyalty. Furthermore, customer satisfaction has a positive effect on customer loyalty. Then, customer satisfaction has a positive effect on mediating the relationship between service quality and customer loyalty. And customer loyalty has a positive effect on repurchase intentions. Apart from that, perceived price can increase repurchase intentions. The contribution of this research provides insight into marketplaces in developing their business, as well as being able to plan and implement marketing strategies to create good service quality and positive assessments, in order to create repurchase intentions for products on marketplace.
Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan dalam Industri Jasa Pengiriman Daffa Fawwas Al Hafizh; Anak Agung Ketut Diatmika
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 1 (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.v7i1.5069

Abstract

The use of delivery services in Indonesia is increasing, leading to intense competition among companies such as J&T Express, JNE, SICEPAT, and SPX. This study aims to examine the relationship between service quality, customer satisfaction, and customer loyalty among J&T Express users in Tangerang Regency. The results indicate that service quality has a significant impact on customer satisfaction. High customer satisfaction increases the likelihood of repeat service use and fosters stronger customer loyalty. The study supports the theory that service quality is crucial in building customer satisfaction and loyalty. It is recommended that J&T Express focus on improving service quality to retain and attract new customers. The study has limitations, such as a sample size that may not represent the broader population and potential bias in data collection. Future studies are suggested to conduct longitudinal research and explore other variables that may influence the relationship between these variables. This research employs a descriptive causal design with a quantitative approach and uses purposive sampling techniques. Data were collected from 123 respondents who are J&T users. Data analysis was performed using Partial Least Square-Structural Equation Modelling (PLS-SEM). The research findings reveal that service quality has a positive effect on customer satisfaction, service quality positively affects customer loyalty, and customer satisfaction positively impacts customer loyalty.
Pengaruh Customer Loyalty Terhadap Repurchase Intention Pasca Penurunan Ekonomi pada Produk Minuman Susu Bear Brand Evi Rahmawati Agustina; Anak Agung Ketut Diatmika
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 1 (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.v7i1.5072

Abstract

The COVID-19 pandemic has led to a surge in demand for health products like Bear Brand. However, as the pandemic recedes, the company must adjust its strategy to preserve consumer loyalty in a competitive market. To encourage repeat purchases, Bear Brand should emphasize positive consumer experiences, build trust, and enhance motivation while upholding rigorous health standards and clear communication. This research seeks to examine the factors that affect consumers' decisions to repurchase Bear Brand milk drinks during the COVID-19 crisis. Conducted in the Jabodetabek region, the study employed a descriptive causal design with a quantitative method and used simple random sampling. Data was gathered from 150 individuals in Jabodetabek who had bought Bear Brand milk drinks at least twice in the past month, though the exact number of purchases was not specified. The data was analyzed using Structural Equation Modeling. The results indicate that customer motivation plays a significant role in increasing trust, loyalty, and repurchase intention for Bear Brand, with loyalty serving as a key link between trust and repurchase intention. To maintain and boost repeat purchases, Bear Brand should concentrate on highlighting health benefits, ensuring product quality, and fostering loyalty through effective programs.
Pengaruh Kualitas Layanan dan Makanan Terhadap Kepuasan dan Loyalitas Pelanggan di Restoran Mie Gacoan Farhan Mahruzzaman; Anak Agung Ketut Diatmika
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 1 (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.v7i1.5110

Abstract

This research examines the influence of service quality (Service Quality) and food quality (Food Quality) on customer satisfaction (Customer Satisfaction), as well as how customer satisfaction mediates the relationship between service quality and customer loyalty (Customer Loyalty) at Mie Gacoan, a restaurant in Tangerang Regency , Indonesia. Based on previous literature, these factors have been proven to be crucial in influencing customer experience and the long-term success of a business in the service industry. This research seeks to explore the complex dynamics between these variables by utilizing the SmartPLS method for data analysis. In this context, restaurant atmosphere is also considered as an important factor influencing customer satisfaction and loyalty. The main aim of this research is to provide in-depth insight into how Service Quality and Food Quality influence Customer Satisfaction, as well as how Customer Satisfaction strengthens Customer Loyalty. The practical implications of this research are expected to help Mie Gacoan and the restaurant industry in general in improving service strategies and product quality to strengthen long-term relationships with their customers.
Hubungan Kualitas Pelayanan, Citra Merek, Kepuasan Pelanggan, Terhadap Loyalitas Pelanggan Nely Maulina M; Anak Agung Ketut Diatmika
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 2 (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.v7i2.7009

Abstract

A business had a primary goal of gaining a competitive advantage by creating good customer value. The characteristics that influenced customer loyalty were explored in this study because they provided benefits to the company. This study aimed to explore the relationship between service quality, brand image, customer satisfaction, and customer loyalty in the context of online purchases through the Gofood application. Using a descriptive causality design and quantitative methods, as well as purposive sampling techniques, data were collected from 145 Gofood user respondents and analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM). The analysis results show that service quality and brand image have a significant impact on customer satisfaction, which in turn significantly affects customer loyalty. Customer satisfaction also has a significant positive impact on customer loyalty in the GoFood application.
Pengaruh Trust dan Loyalty Terhadap Brand Equity dalam Meningkatkan Repurchase Intention pada Retail Yulis Fitria; Anak Agung Ketut Diatmika
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 5 (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.v7i5.7452

Abstract

In an increasingly competitive business world, retaining loyal customers is more cost- effective and has the potential to generate higher revenues than attracting new customers, with trust and innovation playing a key role in strengthening brand equity and increasing loyalty and repurchase intention. Therefore, companies need to integrate innovative and trust-building strategies to ensure customer loyalty and long-term success in an ever- changing market. The aim of this research is to identify factors that influence consumer loyalty to certain brand equity and products, as well as to understand the mechanisms underlying consumer intention to repurchase. This research was conducted in Jabodetabek with a causality descriptive research design with a quantitative method approach and using simple random sampling techniques. Data was collected from 140 respondents who live in Jabodetabek who have shopped at Superindo at least twice in the last 2 months. The conceptual model was analyzed using Structural Equation Modeling. Research findings reveal that loyalty has no influence on the brand equity. Then, trust is positively related to loyalty and brand equity. Furthermore, brand equity is positively related to repurchase intention. The contribution of this research can increase customer trust, loyalty and repurchase intentions, which will ultimately strengthen Superindo's position in the market and encourage long-term growth.
Co-Authors Anisa Widiastuti Daffa Fawwas Al Hafizh Evi Rahmawati Agustina Farhan Mahruzzaman Nely Maulina M Yulis Fitria