Garuda - Garba Rujukan Digital

Consumer Satisfaction and Loyalty Towards Chatime Beverage Products: Evidence from Pekanbaru, Indonesia Henni Noviasari; Andi Junaidi; Sri Wahyuni Wildah; Fauzan Azmi; Ishadi Ishadi; Prima Andreas Siregar
West Science Business and Management Vol. 2 No. 01 (2024): West Science Business and Management
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsbm.v2i01.691

This study examines the influence of taste, price, and service quality on consumer satisfaction and loyalty towards Chatime beverage products in Pekanbaru, Indonesia. Understanding consumer behavior is crucial for sustaining business growth in the rapidly growing food and beverage industry. By leveraging theories of consumer satisfaction and loyalty, this study adopts a quantitative approach through multiple regression analysis of data collected from 108 respondents. The findings revealed that taste, price, and service quality significantly affect consumer satisfaction and loyalty. Interestingly, while satisfaction significantly fosters loyalty, it does not mediate the relationship between price and loyalty, suggesting price sensitivity among students’ demographics. Despite perceiving Chatime's products as relatively expensive, their willingness to recommend the brand indicates recognition of quality. This study contributes to a nuanced understanding of the factors driving consumer loyalty in the competitive beverage industry, emphasizing the need for strategic pricing and quality enhancement to foster consumer satisfaction and loyalty.

The Influence of Social Media Marketing and Product Quality on Brand Awareness and Purchase Decisions on Skintific Products in Pekanbaru City Raesela Raesela; Jushermi Jushermi; Henni Noviasari
West Science Business and Management Vol. 2 No. 04 (2024): West Science Business and Management
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsbm.v2i04.1312

This study aims to see the influence of Social Media Marketing and product quality on brand awareness and purchase decisions on Skintific products in Pekanbaru City. This study was conducted in Pekanbaru City. The population in this study were the people of Pekanbaru City who bought Skintific products. The number of samples in this study was 175 people. The number of samples in this study was carried out using the non-probability sampling technique with the purposive sampling technique, namely sampling based on certain considerations. The results of the study found that: 1.) Social Media Marketing has a significant effect on purchase decisions. 2.) Product quality has a significant effect on purchase decisions. 3.) Social media marketing has a significant effect on brand awareness. 4.) Product quality has a significant effect on brand awareness. 5.) Brand awareness has a significant effect on purchase decisions. 6.) Social media marketing has a significant effect on purchase decisions moderated by brand awareness. 7.) Product quality has a significant effect on purchase decisions moderated by brand awareness.

The Effect of E-Service Quality BYOND by BSI on Customer Satisfaction and Customer Loyalty at Bank Syariah Indonesia in Pekanbaru Fitriana Tobing; Aida Nursanti; Henni Noviasari
West Science Interdisciplinary Studies Vol. 4 No. 05 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i05.2850

This study aims to analyze the effect of E-Service Quality of BYOND by BSI on customer satisfaction and loyalty among customers of Bank Syariah Indonesia in Pekanbaru City. This research employs a quantitative approach, with the population consisting of all Bank Syariah Indonesia customers in Pekanbaru who use the BYOND by BSI application. The sampling technique used is purposive sampling, with a total sample of 130 respondents. Data analysis is conducted using the Structural Equation Modelling–Partial Least Square (SEM-PLS) method with the assistance of SmartPLS software version 4.1.1.8. The results indicate that E-Service Quality has a positive and significant effect on customer satisfaction. Customer satisfaction also has a positive and significant effect on customer loyalty. Furthermore, E-Service Quality has a positive and significant effect on customer loyalty through customer satisfaction as a mediating variable. These findings suggest that the better the quality of electronic services provided, the higher the level of customer satisfaction, which in turn encourages the development of customer loyalty.

Omnichannel Marketing and Customer Satisfaction: The Mediating Role of Service Quality Among Generation Z Consumers at Guardian Pekanbaru Ghina Soraya; Prima Andreas; Dian Pratiwi; Henni Noviasari
West Science Interdisciplinary Studies Vol. 4 No. 05 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i05.2851

This study aims to empirically examine the role of omnichannel marketing in enhancing customer satisfaction, with service quality acting as a mediating variable among Generation Z consumers at Guardian Pekanbaru. The integration of marketing channels has become increasingly critical in contemporary consumer behavior, particularly for digitally oriented Generation Z consumers who expect seamless shopping experiences. Data were collected from 100 respondents using a purposive sampling technique, focusing on consumers who had engaged in purchases across multiple channels (online and offline). The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The results indicate that omnichannel marketing has a positive and significant effect on both service quality and customer satisfaction. Furthermore, service quality significantly mediates the relationship between omnichannel marketing and customer satisfaction, suggesting that effective channel integration enhances perceived service quality and strengthens customer satisfaction.

The Influence of Social Media Marketing and Electronic Word of Mouth on Purchase Intention of Sea Makeup Products through Brand Image on the TikTok Platform in Pekanbaru City Revi Marita; Prima Andreas; Dian Pratiwi; Henni Noviasari
West Science Interdisciplinary Studies Vol. 4 No. 05 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i05.2852

This study aims to analyze the influence of social media marketing and electronic word of mouth on purchase intention through brand image for Sea Makeup products on the TikTok platform in Pekanbaru City. The background of this study is based on the rapid growth of TikTok as a digital marketing platform that plays an important role in shaping consumer perceptions and purchase intentions, especially among Generation Z. The pre-survey results indicate that although content exposure is relatively high, consumer perceptions of the product remain varied. This study employs a quantitative approach using purposive sampling techniques involving 190 Generation Z women respondents in Pekanbaru City. Data were collected through a Likert-scale questionnaire and analyzed using the SEM-PLS method with the assistance of SmartPLS 4. The results show that social media marketing and e-WOM have a positive and significant effect on brand image and purchase intention. In addition, brand image also has a significant effect on purchase intention and is able to mediate the influence of social media marketing and e-WOM on purchase intention. These findings indicate that digital marketing activities and user interactions on TikTok play an important role in shaping brand image and increasing consumer purchase intention.

The Effect of E-Service Quality BYOND by BSI on Customer Satisfaction and Customer Loyalty at Bank Syariah Indonesia in Pekanbaru Fitriana Tobing; Aida Nursanti; Henni Noviasari
West Science Interdisciplinary Studies Vol. 4 No. 05 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i05.2850

This study aims to analyze the effect of E-Service Quality of BYOND by BSI on customer satisfaction and loyalty among customers of Bank Syariah Indonesia in Pekanbaru City. This research employs a quantitative approach, with the population consisting of all Bank Syariah Indonesia customers in Pekanbaru who use the BYOND by BSI application. The sampling technique used is purposive sampling, with a total sample of 130 respondents. Data analysis is conducted using the Structural Equation Modelling–Partial Least Square (SEM-PLS) method with the assistance of SmartPLS software version 4.1.1.8. The results indicate that E-Service Quality has a positive and significant effect on customer satisfaction. Customer satisfaction also has a positive and significant effect on customer loyalty. Furthermore, E-Service Quality has a positive and significant effect on customer loyalty through customer satisfaction as a mediating variable. These findings suggest that the better the quality of electronic services provided, the higher the level of customer satisfaction, which in turn encourages the development of customer loyalty.

Omnichannel Marketing and Customer Satisfaction: The Mediating Role of Service Quality Among Generation Z Consumers at Guardian Pekanbaru Ghina Soraya; Prima Andreas; Dian Pratiwi; Henni Noviasari
West Science Interdisciplinary Studies Vol. 4 No. 05 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i05.2851

This study aims to empirically examine the role of omnichannel marketing in enhancing customer satisfaction, with service quality acting as a mediating variable among Generation Z consumers at Guardian Pekanbaru. The integration of marketing channels has become increasingly critical in contemporary consumer behavior, particularly for digitally oriented Generation Z consumers who expect seamless shopping experiences. Data were collected from 100 respondents using a purposive sampling technique, focusing on consumers who had engaged in purchases across multiple channels (online and offline). The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The results indicate that omnichannel marketing has a positive and significant effect on both service quality and customer satisfaction. Furthermore, service quality significantly mediates the relationship between omnichannel marketing and customer satisfaction, suggesting that effective channel integration enhances perceived service quality and strengthens customer satisfaction.

The Influence of Social Media Marketing and Electronic Word of Mouth on Purchase Intention of Sea Makeup Products through Brand Image on the TikTok Platform in Pekanbaru City Revi Marita; Prima Andreas; Dian Pratiwi; Henni Noviasari
West Science Interdisciplinary Studies Vol. 4 No. 05 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i05.2852

This study aims to analyze the influence of social media marketing and electronic word of mouth on purchase intention through brand image for Sea Makeup products on the TikTok platform in Pekanbaru City. The background of this study is based on the rapid growth of TikTok as a digital marketing platform that plays an important role in shaping consumer perceptions and purchase intentions, especially among Generation Z. The pre-survey results indicate that although content exposure is relatively high, consumer perceptions of the product remain varied. This study employs a quantitative approach using purposive sampling techniques involving 190 Generation Z women respondents in Pekanbaru City. Data were collected through a Likert-scale questionnaire and analyzed using the SEM-PLS method with the assistance of SmartPLS 4. The results show that social media marketing and e-WOM have a positive and significant effect on brand image and purchase intention. In addition, brand image also has a significant effect on purchase intention and is able to mediate the influence of social media marketing and e-WOM on purchase intention. These findings indicate that digital marketing activities and user interactions on TikTok play an important role in shaping brand image and increasing consumer purchase intention.

Title

Found 8 Documents
Search

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Title Search

Found 8 Documents Search

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Title

Found 8 Documents
Search