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All Journal Jurnal Penelitian Ekonomi dan Bisnis Media Riset Bisnis & Manajemen
Hernawati, Nani
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANTESEDEN CUSTOMER SATISFACTION DAN CORPORATE IMAGE TERHADAP LOYALTY MELALUI TRUST PADA NASABAH BANK MUAMALAT Haryanti, Denny Septa; Hernawati, Nani; Prilyana, Cindy; Anggiani, Sarfilianty
Media Riset Bisnis & Manajemen Vol. 22 No. 2 (2022): September
Publisher : Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/mrbm.v22i2.18710

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Customer Satisfaction dan Corporate Image terhadap Loyalty melalui Trust pada nasabah Bank Muamalat di kota Bekasi. Desain penelitian ini menggunakan penelitian deskriptif dan kausalitas, pengukuran setiap variabel menggunakan 5 point Skala Likert. Penelitian ini menggunakan data primer dan sekunder serta pengumpulan data melalui kuesioner. Sampel penelitian diperoleh melalui metode purposive sampling dan diperoleh sebanyak 200 responden. Penelitian ini menggunakan metode statistic regresi linear berganda dengan SMARTPLS 3.2.9 sebagai alat pengujiannya. Hasil penelitian ini menunjukkan bahwa Customer Satisfaction memiliki pengaruh terhadap Trust, Customer Satisfaction memiliki pengaruh terhadap Loyalty, Corporate Image memiliki pengaruh terhadap Trust, Corporate Image memiliki pengaruh terhadap Loyalty, Trust memiliki pengaruh terhadap Loyalty.
Factors Affecting Behavioural Intentions at Hokben Restaurants in Bekasi City Haryanti, Denny Septa; Hernawati, Nani; Prilyana, Cindy; Sugiharto, Totok
Jurnal Penelitian Ekonomi dan Bisnis Vol. 9 No. 2 (2024): September 2024
Publisher : Universitas Dian Nuswantoro Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33633/jpeb.v9i2.10433

Abstract

The purpose of this research is to determine the influence of Food Quality, Physical Environment Quality, Employee Service Quality, on Behavioral Intentions through Customer Perceived Value, and Customer Satisfaction which influences Pricing for HokBen customers in the city of Bekasi. This research uses primary data by collecting data through questionnaires. This research sample was obtained through a purposive sampling method and obtained 235 respondents. This research uses descriptive statistical methods with the SEM-PLS. The results of this research show that Food Quality and Employee Service Quality have an influence on Customer Perceived Value, while Physical Environment Quality has no influence on Customer Perceived Value, Customer Perceived Value and Pricing have an influence on Customer Satisfaction, and Customer Satisfaction has an influence on Behavioral Intentions.   Keywords: Food Quality, Physical Environment Quality, Employee Service Quality, Customer Perceived Value, Pricing, Customer Satisfaction, Behavioral Intentions
Co-Authors HARYANTI, DENNY SEPTA Prilyana, Cindy Sarfilianty Anggiani, Sarfilianty Totok Sugiharto, Totok