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All Journal Jurnal Riset Manajemen dan Bisnis Bandung Conference Series: Business and Management
Akbar Rohandi, Moch. Malik
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Economics, Econometrics & Finance Social Sciences Other

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Pengaruh Service Quality terhadap Customer Satisfaction Dimediasi oleh Customer Experience pada Bengkel Intan Motor Baleendah M. Bagas Andi Rifki; Akbar Rohandi, Moch. Malik
Bandung Conference Series: Business and Management Vol. 4 No. 1 (2024): Bandung Conference Series Business and Management
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v4i1.11172

Abstract

Abstract. The condition of automotive business competition is getting tighter every day, a company must be able to fulfill one thing, namely satisfying consumers so that consumers can survive and the company can dominate the market, in line with this, the company must be able to improve service quality as well as possible. This study focuses on the variables of Service Quality, Customer Experience, and Customer Satisfaction. The purpose of this study is to determine the relationship between service quality and customer satisfaction and the role of customer experience as a mediating / intervening variable for consumers at the Intan Motor Baleendah Workshop. The research method used in this research is a survey method with a tool in the form of a questionnaire as a data collection technique. The object of this research is consumers at the Intan Motor Baleendah Workshop, who are mainly domiciled in Bandung Regency, totaling 120 respondents. The sampling technique used in this study was purposive sampling. There are four hypotheses formulated in this study. The techniques used to test the hypothesis are simple linear regression, sobel test and path analysis. The results showed that service quality has a positive and significant effect on customer experience, customer experience has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction¸ customer experience is able to mediate the effect of service quality on customer satisfaction at the Intan Motor Baleendah Workshop. Abstrak. Kondisi persaingan usaha otomotif yang semakin hari semakin ketat, suatu perusahaan harus bisa memenuhi suatu hal yakni memuaskan konsumen sehingga konsumen dapat bertahan dan perusahaan tersebut dapat menguasai pasar, sejalan dengan hal tersebut maka perusahaan harus bisa meningkatkan kualitas pelayanan dengan sebaik mungkin. Penelitian ini berfokus pada variabel Service Quality, Customer Experience, dan Customer Satisfaction. Tujuan dari penelitian ini adalah untuk mengetahui hubungan antara service quality dan customer satisfaction serta peran customer experience sebagai variabel mediasi/intervening pada konsumen di Bengkel Intan Motor Baleendah. Metode penelitian yang digunakan pada penelitian ini adalah metode survei dengan alat berupa kuesioner sebagai teknik pengumpulan data. Objek penelitian ini adalah konsumen di Bengkel Intan Motor Baleendah yang khususnya berdomisili di Kabupaten Bandung. Teknik sampling yang digunakan pada penelitian ini adalah purposive sampling. Terdapat empat hipotesis yang dirumuskan pada penelitian ini. Teknik yang digunakan untuk menguji hipotesis adalah regresi linier sederhana, uji sobel dan path analysis (analisis jalur). Hasil penelitian menunjukkan bahwa¸ customer experience mampu memediasi pengaruh service quality terhadap customer satisfaction pada Bengkel Intan Motor Baleendah.
Pengaruh ‘Flash Sale’ dan ‘Live Streaming’ terhadap ‘Impulse Buying’ pada Brand PinkFlash Putri Santosa, Nanda; Akbar Rohandi, Moch. Malik; Justisia Sulaiman, Haryaman
Jurnal Riset Manajemen dan Bisnis Volume 5, No. 2, Desember 2025 Jurnal Riset Manajemen dan Bisnis (JRMB)
Publisher : UPT Publikasi Ilmiah Unisba

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/jrmb.v5i2.8421

Abstract

Abstrak. Dalam konteks pemasaran digital, perusahaan berupaya merangsang perilaku impulse buying melalui strategi promosi seperti flash sale dan live streaming. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh flash sale dan live streaming terhadap impulse buying pada brand PinkFlash di kalangan mahasiswa pengguna Shopee di Kota Bandung. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis penelitian deskriptif dan verifikatif. Teknik pengambilan sampel yang digunakan adalah nonprobability sampling dengan metode purposive sampling. Data dikumpulkan melalui survei berupa kuesioner yang melibatkan 100 responden, yaitu mahasiswa aktif jenjang sarjana (S1) berusia 17–28 tahun, berdomisili di Kota Bandung, dan pernah membeli produk PinkFlash saat ada flash sale dan live streaming. Data yang diperoleh dianalisis menggunakan analisis deskriptif dan verifikatif, yang mencakup analisis regresi linear berganda, koefisien determinasi, uji t, dan uji F. Hasil penelitian menunjukkan bahwa secara parsial, flash sale memiliki pengaruh positif dan signifikan terhadap impulse buying. Hal yang sama berlaku untuk live streaming yang juga berpengaruh positif dan signifikan. Secara simultan, flash sale dan live streaming terbukti berpengaruh positif dan signifikan terhadap impulse buying mahasiswa pengguna Shopee. Abstract. In the context of digital marketing, companies strive to stimulate impulse buying behavior through promotional strategies such as flash sales and live streaming. This study aims to examine and analyze the influence of flash sales and live streaming on impulse buying behavior toward the PinkFlash brand among university students who use Shopee in Bandung City. This research uses a quantitative approach with descriptive and verificative methods. The sampling technique applied is non-probability sampling using purposive sampling. Data were collected through a survey using a questionnaire involving 100 respondents, active undergraduate students aged 17–28 years, residing in Bandung City, and who have purchased PinkFlash products during flash sales and live streaming events. The collected data were analyzed using descriptive and verificative analysis, including multiple linear regression, coefficient of determination, t-test, and F-test. The results show that, partially, flash sales have a positive and significant effect on impulse buying. The same applies to live streaming, which also has a positive and significant effect. Simultaneously, both flash sales and live streaming have a positive and significant influence on impulse buying behavior among Shopee users.
Co-Authors Justisia Sulaiman, Haryaman M. Bagas Andi Rifki Putri Santosa, Nanda