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All Journal Literacy : International Scientific Journals of Social, Education, Humanities Prosiding Seminar Nasional Unimus International Journal of Economics and Management Research
Zeshasina Rosha
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Nursing Public Health Social Sciences

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Faktor Yang Mempengaruhi Tingkat Kepercayaan Penggunaan EKinerja Pada Universitas Bung Hatta Dengan Menggunakan Model Technology Accaptance Model Ice Kamela; Zeshasina Rosha; Rika Desiyanti; Afifah Windi
Prosiding Seminar Nasional Unimus Vol 6 (2023): Membangun Tatanan Sosial di Era Revolusi Industri 4.0 dalam Menunjang Pencapaian Susta
Publisher : Universitas Muhammadiyah Semarang

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Abstract

Penggunaan Teknologi Informasi yang berkembang begitu pesat sangat diperlukan pada saat ini. Dengansemakin populernya jaringan internet, ponsel pintar dan internet yang semakin luas dengan biaya yangsemakin relatif murah, dengan berbagai macam aplikasi perangkat keras (hardware), perangkat lunak(software) yang dapat digunakan untuk mendukung aktifitas manusia dalam kehidupan sehari-hari. Yangdapat menjadikan budaya dari kehidupan kegiatan modern yang tak dipisahkan terhadap manusia tersebut.Universitas Bung Hatta telah menerapkan E-kinerja dosen tetapnya untuk mendapatkan informasi secaracepat, akurat dan up to date secara elektronik, Penelitian ini berguna untuk mengukur aplikasi e-kinerjadosen dengan menggunakan komputer serta pengukuran konstruk kemampuan menggunakan komputer,sikap, minat, persepsi kemudahan penggunaan, persepsi kegunaan, dan penggunaan perangkat yangsepatutnya  aplikasi e-kinerja dosen, menggunakan data primer kepada 95 orang dosen tetap dengan caramengedarkan kuestioner. Hasil pengolahan data dengan menggunakan Smart PLS mendapatkan hasilbahwa kemampuan dosen dalam menggunakan komputer berpengaruh positif dan signifikan terhadappersepsi kemudahan didalam menggunakan komputer. Sedangkan  Persepsi kemudahan dalammenggunakan komputer dan persepsi kegunaan berpengaruh positif dan signifikan terhadap sikappengguna. Sikap pengguna komputer  berpengaruh positif dan signifikan terhadap minat perilakumenggunakan komputer. Minat perilaku menggunakan komputer  berpengaruh positif dan signifikanterhadap penggunaan sepatutnya. Tidak ada pengaruh kemampuan menggunakan komputer terhadappersepsi kegunaan aplikasi e-kinerja dosen. Kata Kunci : E-kinerja, Technology Accaptance Model, Dosen.
The Effect of Company Image and Service Quality on Customer Loyalty with Customer Satisfaction as a Mediating Variable : (Case Study on CV. Sahabat Bumi in Merangin Regency, Jambi Province) Pertiwi Mulyani; Reni Yuliviona; Rika Desiyanti; Zeshasina Rosha
LITERACY : International Scientific Journals of Social, Education, Humanities Vol. 4 No. 1 (2025): April : International Scientific Journals of Social, Education, Humanities
Publisher : Badan Penerbit STIEPARI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56910/literacy.v4i1.2924

Abstract

This study is motivated by the fluctuating number of customers of CV. Sahabat Bumi, which operates in the palm oil trading sector in Merangin Regency, Jambi Province. The declining trend of customer loyalty highlights the need to examine the factors that influence it. The aim of this research is to analyze the effect of corporate image and service quality on customer loyalty with customer satisfaction as a mediating variable. This quantitative research involved 141 active customers who had made at least two transactions. Data were collected using a Likert-scale questionnaire and analyzed using structural equation modeling. The results show that corporate image has a positive effect on both customer loyalty and satisfaction, whereas service quality does not have a positive effect on either loyalty or satisfaction. Customer satisfaction is proven to mediate the relationship between corporate image and customer loyalty but does not mediate the relationship between service quality and loyalty. These findings indicate that customer loyalty at CV. Sahabat Bumi remains low, implying the need for the company to focus on improving service consistency, response speed, transparent communication, and corporate reputation to retain and enhance customer satisfaction and loyalty in the future. This research is expected to provide insights for management in formulating effective marketing strategies. Future research should consider adding other variables such as promotional mix or customer trust to produce more comprehensive results.
The Influence of Service Quality and Trust on Customer Loyalty with Customer Satisfaction as a Mediator: (Case Study at Mandiri Link UD Naimah, Mandailing Natal Regency, North Sumatra) Indah Nasution; Reni Yuliviona; Rika Desiyanti; Zeshasina Rosha
International Journal of Economics and Management Research Vol. 3 No. 3 (2024): December : International Journal of Economics and Management Research
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijemr.v3i3.536

Abstract

Agent-based financial services have become an important strategy to expand financial inclusion in rural areas, including Mandailing Natal Regency, North Sumatra. This study aims to analyze the effect of service quality and trust on customer loyalty with customer satisfaction as a mediating variable at Mandiri Link Agent UD. Naimah. This research employs a quantitative approach with a census sampling technique involving 127 active customers. Data were collected using a closed-ended Likert scale questionnaire and analyzed through descriptive statistics and hypothesis testing. The results show that service quality, trust, and customer satisfaction have a positive and significant effect on customer loyalty. The average service quality score is 32.74 (TCR 84.67%), trust is 24.54 (TCR 82.6%), and customer satisfaction is 20.76 (TCR 82.6%), while customer loyalty averages 19.50 (TCR 76%). Other findings indicate that customer satisfaction mediates the relationship between trust and customer loyalty. In conclusion, continuous improvement of service quality and strengthening customer trust are necessary to enhance customer satisfaction and loyalty. The practical implication of this study is expected to provide input for Mandiri Link Agent UD. Naimah’s management in formulating service strategies that emphasize reliability, speed, security, and transaction convenience to maintain customer loyalty amid increasingly tight digital competition.
Co-Authors Afifah Windi Ice Kamela Indah Nasution Pertiwi Mulyani Reni Yuliviona, Reni Rika Desiyanti