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Muslim Muslim
Esa Unggul University, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of Service Quality, Customer Trust and Customer Satisfaction on Customer Loyalty for Laundry Services Azharly Rieska Ramdhanty; Muslim Muslim
International Journal of Economics, Management and Accounting (IJEMA) Vol. 2 No. 1 (2024)
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v2i1.143

Abstract

The aim of this research is to evaluate the impact of service quality, customer trust and customer satisfaction on customer loyalty to Laundry 88 services. The research method used is a quantitative method. The population in this study includes all customers or consumers who have used Laundry 88 services. The sampling technique was carried out using purposive sampling, with a total sample of 84 respondents. The main data source used in this research is primary data. Data collection was carried out through distributing questionnaires online using Google Form, and data analysis using Multiple Linear Regression. The research results show that service quality has a significant influence on customer loyalty, while customer trust has a positive and significant influence on customer loyalty, and customer satisfaction also has a positive and significant influence on customer loyalty.
The Influence of Service Quality, Information Quality, and Price on Online Shopping Customer Satisfaction at the Goto Living Brand Frisilia Ichma Sevia; Muslim Muslim
International Journal of Economics, Management and Accounting (IJEMA) Vol. 2 No. 6 (2024)
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v2i1.158

Abstract

In today's business developments, starting with the number of retail businesses that have emerged, business competition feels increasingly tough. To face this intense competition, businesspeople must be able to compete. One way that can be done is by adding consumers and retaining them so that they become loyal customers. The purpose of this research is to determine the relationship between service quality, information quality and prices on the Goto Living online shopping site. Data collection was obtained through a questionnaire distributed online in January 2024. The author used SPSS with multiple linear regression analysis techniques. To test this research model with a sample size of 100 respondents, with a population of Goto Living customers, the sample was selected using a purposive sampling method with the criteria of male and female respondents who had shopped at Goto Living, aged 17 – 55 years, with coverage of the Jabodetabek area (Jakarta, Bogor, Depok, Tangerang, Bekasi). The results of data processing show that service quality, information quality and price have a significant influence on customer satisfaction. Future research is expected to use broader and more specific respondents with different measurement techniques. To attract new customers, as an online shop it is necessary to develop customer satisfaction by routinely controlling the service so that customers remain satisfied and loyal.
The Influence of Product Quality, Customer Experience, Price and Brand Image on Purchase Interest Febi Elinda Putri; Muslim Muslim
International Journal of Economics, Management and Accounting (IJEMA) Vol. 2 No. 7 (2024)
Publisher : Lafadz Jaya Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/ijema.v2i1.159

Abstract

Due to the increasingly rapid development of digital marketing or marketing via the internet and social media, it is possible for companies to communicate directly with customers without going through third parties. This research aims to observe the impact of digital marketing communications through word of mouth, which is usually seen by customers through product quality, customer experience, price, brand image through purchase interest which is the hypothesis in this research. Using quantitative methods and using Multiple Linear Regression data analysis with the help of SPSS software. The population in this study includes customers and consumers who have purchased and used products from Scarlett Whitening, using a purposive sampling technique of 88 respondents. Data collection was carried out online by distributing questionnaires in the form of google forms via social media. From the results of this research, it can be concluded that product quality does not have a positive influence on purchase interest, customer experience has a positive influence on purchase interest, price has a positive influence on purchase interest, brand image has a positive influence on purchase interest. This research suggests companies can organize marketing via social media better in order to get maximum results. The coefficient of determination value shows that the variables product quality, customer experience, price, brand image, are able to explain the purchase interest variable by 63.9%, while the remaining 36.1% is explained by other variables outside the model.
Co-Authors Azharly Rieska Ramdhanty Febi Elinda Putri Frisilia Ichma Sevia