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All Journal EKONOMIS : Journal of Economics and Business Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Jurnal Logistik Indonesia Majalah Ilmiah Bijak Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Darma Agung Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Jurnal Informatika Ekonomi Bisnis
Havidz, Ikramina Larasati Hazrati
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Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences

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Journal : EKONOMIS : Journal of Economics and Business

 1 
Kualitas Pelayanan, Pengalaman, Kepuasan, dan Perilaku Keluhan Terhadap Loyalitas Pelanggan Rojuaniah, Rojuaniah; Savira, Karin Putri; Syah, Tantri Yanuar Rahmat; Havidz, Ikramina Larasati Hazrati; Winanta, Tang Tatang
Ekonomis: Journal of Economics and Business Vol 8, No 1 (2024): Maret
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v8i1.1386

Abstract

The rapid development of online business in Indonesia is increasing because of the character of people in indonesia who always want easy and practical shopping.most of the online businesses themselves use freight forwarding services for export and import activities. This leads to intense competition in the freight forwarding service industry, the purpose of this study to determine the effect of quality of service, customer experience, customer satisfaction or even customer complaint behavior on customer loyalty in the freight forwarding service industry companies.This study was designed using purposive sampling method involving 105 populations of freight forwarder customers. The Data were analyzed using structural Equation Model (SEM) PLS . the results of this study are service quality has a positive and significant effect on customer satisfaction and customer loyalty, customer experience has a positive and significant effect on customer satisfaction and customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, customer complaint behavior has a negative and significant effect on customer loyalty. In this study can be input to the freight forwarding service industry in order to be fix or improve the quality and good experience for customers so that customers feel satisfied and there are no complaints given, because if customers complain constantly without a solution and no change in the company then there is no customer loyalty.
The Brand Loyalty Determinants of Indonesian Local Beauty Product Customers: Is it mediated by Customer Satisfaction and moderated by Brand Trust? Havidz, Ikramina Larasati Hazrati; Rahmawati, Aprilia Kharen Eka
Ekonomis: Journal of Economics and Business Vol 8, No 1 (2024): Maret
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v8i1.1650

Abstract

The purpose of this study is to investigate the impact of customer satisfaction mediators and brand trust moderators on brand loyalty among customers of a local beauty product in Indonesia. Researchers wanted to know how to boost customer loyalty to a local beauty product user in Indonesia. This study employed primary data collected via an online survey utilizing a Google form, with respondents chosen using purposive sampling. This study's respondents were women, with a total of 116 respondents aged 18-35 years who utilized a local beauty product in Indonesia. The Structural Equation Model (SEM) was used in this work as a research approach. According to the study's findings, utilitarian value and brand image directly and positively affect consumer satisfaction. Furthermore, brand image and customer satisfaction have a strong direct and positive impact on brand loyalty, and customer satisfaction can buffer the relationship between brand image and brand loyalty. While utilitarian value has no effect on brand loyalty, customer satisfaction cannot mitigate the association between utilitarian value and brand loyalty. Finally, the moderating influence of brand trust cannot affect the link between consumer pleasure and brand loyalty.
Analisis Faktor yang Berpengaruh Terhadap Kepercayaan dan Kepuasan Nasabah Pengguna Mobile Banking Rojuaniah, Rojuaniah; Anugraheni, Suci; Syah, Tantri Yanuar Rahmat; Havidz, Ikramina Larasati Hazrati; Sari, Bayu Mayang
Ekonomis: Journal of Economics and Business Vol 8, No 1 (2024): Maret
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v8i1.1385

Abstract

Technology has made banking more user-friendly. Mobile banking a type of internet banking uses mobile devices to conduct financial transactions. Mobile banking makes banking easier and faster. To meet consumer expectations and build trust, loyalty, and happiness, mobile banking must be of high quality. Digital banking customers prioritize privacy and security, therefore banks must address these concerns. To reduce these concerns and retain customers, banks must provide excellent service. The purpose of this study is to analyze the effect of the overall trust dimension in explaining the mediator role of the trust variable in shaping customer satisfaction. Before the research, validity and reliability tests were carried out on each statement using Structural Equation Modeling (SEM) PLS. In this study, 165 government bank customers in Indonesia were involved as respondents. Based on the results of research that has been conducted, there is a significant positive influence between service quality, information quality, system quality, Structural assurance, Task Characteristic, Perceived of usefulness, Perceived ease of use on customer trust. This influence shows that the better customer trust, the higher customer satisfaction. Improving system quality, information quality, in mobile banking services will help companies strengthen customer trust and increase perceptions of service usefulness, leading to more positive and effective interactions.
Co-Authors Amin, Grace Anik Rahmawati, Anik Anugraheni, Suci Cahyadi, Ihlas Danuadji, Kristian Hanartyo, Ernawan Dwi Havidz Aima, Havidz Havidz, Hazimi Bimaruci Hazrati Hernawati W Retno Wiratih Najihatun, Najihatun Paramitha, Nabilla Puji Astuti Qoiriyah, Mila Rahmansyah, Nizar Rahmawati, Aprilia Kharen Eka Ramadani, Shafira Hafsari Rojuaniah Rojuaniah Rojuaniah, R Santowijaya, Alfadli Sari, Bayu Mayang Savira, Karin Putri Tantri Yanuar Rahmat Syah Wati, Diana Fajar Winanta, Tang Tatang