Bintoro Bagus Purmono
Faculty of Economics and Business, Universitas Tanjungpura, Indonesia

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INFLUENCE OF PRODUCT QUALITY AND SERVICE QUALITY ON PIZZA HUT CUSTOMER SATISFACTION MEDIATED BY PURCHASE DECISION Nirmala Sindi Tatia; Barkah Barkah; Bintoro Bagus Purmono; Heriyadi Heriyadi; Pramana Saputra
Jurnal Ekonomi Vol. 12 No. 04 (2023): Jurnal Ekonomi, 2023
Publisher : SEAN Institute

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Abstract

Pizza Hut is a well-known name among enthusiasts of pizza, with its presence in Indonesia dating back to 1958. The intensifying competition in this industry, spurred by the emergence of new competitors, necessitates a thorough examination. This research aims to analyze the influence of product quality and service quality on customer satisfaction, mediated by the purchasing decisions made at Pizza Hut. Data collection employed a questionnaire distributed to 225 respondents using purposive sampling techniques. The research adopts a quantitative approach, employing Structural Equation Modeling (SEM) with the assistance of AMOS 24 to analyze and evaluate the measurement and structural models constructed for the study. The findings of this research reveal a positive and significant influence of product quality and service quality on purchase decisions. Both product quality and service quality exert a positive and significant impact on customer satisfaction. Purchase decisions significantly influence customer satisfaction in a positive manner. Furthermore, product quality and service quality positively and significantly influence customer satisfaction through purchase decisions.
The Effect of Perceived Uncertainty on Purchase Intention of Blind Box Product: Curiostiy as Mediator and Perceived Risk as Moderator Sitti Nabilah Annisa; Nur Afifah; Wenny Pebrianti; Bintoro Bagus Purmono; Ahmadi Ahmadi
Economic Reviews Journal Vol. 5 No. 2 (2026): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v5i2.1103

Abstract

The blind box phenomenon has developed into a popular toy trend that leverages consumers’ psychological aspects, particularly among Gen Z. This element of uncertainty not only creates surprise but also generates positive emotional responses such as curiosity, excitement, and satisfaction, which become the main attraction of blind box products. This study aims to analyze the effect of perceived uncertainty on purchase intention toward blind box products, with curiosity as a mediating variable and perceived risk as a moderating variable among Generation Z in Pontianak City, based on the Stimulus–Organism–Response (SOR) theory. This research employs a quantitative approach with a causal design, involving 200 respondents from Generation Z who are aware of and interested in purchasing blind box products, selected using purposive sampling. Data were collected through a questionnaire using a 5-point Likert scale and analyzed using PLS-SEM with the assistance of SmartPLS 4.0 software. The results indicate that perceived uncertainty has a positive and significant effect on curiosity but does not have a significant direct effect on purchase intention. Furthermore, curiosity has a positive and significant effect on purchase intention and significantly mediates the relationship between perceived uncertainty and purchase intention. Meanwhile, the moderating effect of perceived risk on the relationship between perceived uncertainty and purchase intention is not significant. This study provides theoretical contributions to the development of SOR theory in the context of uncertainty marketing in blind box products, as well as practical implications for businesses in creating more engaging experiences and managing risk to enhance purchase intention