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All Journal JURNAL BISNIS STRATEGI Jurnal Penelitian Ekonomi dan Bisnis Media Riset Bisnis & Manajemen
Prilyana, Cindy
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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
The Influence of Service Quality and Promotion on Consumer Loyalty Through Customer Satisfaction as an Intervening Variable Haryanti, Denny Septa; Hermawanti, Nanik; Prilyana, Cindy; Anggiani, Sarfilianty
JURNAL BISNIS STRATEGI Vol 33, No 1 (2024): July
Publisher : Magister Manajemen, Fakultas Ekonomika dan Bisnis Undip

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jbs.33.1.71-93

Abstract

This research aims to examine and analyze the influence of Service Quality and Promotion on Consumer Loyalty through Customer Satisfaction as an intervening variable for customers at Sulawesi Grilled Fish.  The dependent variable used in this research is Consumer Loyalty (Y), the intervening variable used is Customer Satisfaction (Z), while the independent variables used are Service Quality (X1) and Promotion (X2). The sample in this study was 96 respondents.  The sampling technique uses purposive sampling with the criteria being that the respondent is at least 18 years old and has made at least 2 purchases.  The analytical method used is Convergent Validity, Discriminant Validity.  Composite Reliability, Inner model. The results of the research conducted show that Service Quality and Promotion have a positive and significant effect on Customer Satisfaction, the Service Quality and Promotion variables have a positive and significant effect on Consumer Loyalty, the Service Quality variable has a positive and significant effect on Consumer Loyalty through Customer Satisfaction, and the Promotion variable has an effect positive and significant towards Customer Loyalty through Customer Satisfaction.
Co-Authors HARYANTI, DENNY SEPTA Hermawanti, Nanik Hernawati, Nani Sarfilianty Anggiani, Sarfilianty Totok Sugiharto, Totok