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All Journal Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal Jurnal Mandiri Jurnal Madani MANDAR: Management Development and Applied Research Journal International Research Journal of Business Studies
Marvinita, Risda
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Jurnal Mandiri

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Quality of Omnichannel Integration and Perceived Value as Drivers of Customer Satisfaction and Loyalty Study at BNI Bank Nabila, Nuzul Inas; Sari, Aida; Marvinita, Risda; Vedy, Hanifa Syahirah
Jurnal MANDIRI: Ilmu Pengetahuan, Seni, dan Teknologi Vol 7 No 2: Desember 2023
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v7i2.257

Abstract

This study investigates the relationship that exists between omnichannel integration quality, customer value and customer responsiveness, namely satisfaction and loyalty. This research was conducted at Bank BNI. More specifically, this research aims to evaluate whether the positive value created by the omnichannel system as perceived by customers and a higher level of integration quality (integrity quality) can be one of the important drivers of bank customer satisfaction and loyalty. The method used for this study is a quantitative method, which involves parameter estimation, hypothesis testing, establishing confidence intervals, and the relationship between two or more characteristics (variables) for parameters with a known distribution (normal distribution). Next, it was analyzed using validity and reliability and PLS hypothesis testing. The unit of analysis in this research was 148 BNI bank customers. The results of this study include the following: There is a significant relationship between the quality of omnichannel integration and perceived value at Bank BNI, there is a significant relationship between the quality of omnichannel integrity and customer satisfaction at BNI Bank, there is a significant relationship between omnichannel perceived value (perceived value) on customer satisfaction at bank BNI, there is no significant effect between the quality of omnichannel integration on customer loyalty at Bank BNI, there is a significant effect between the omnichannel perceived value on customer loyalty at Bank BNI, there is an influence significant relationship between satisfaction and customer loyalty at Bank BNI.
The Effect of Consumer's Feeled Values on Continuous Purchase Intention and Trust in Streamers as Mediation in E-Commerce Live-Streaming Sari, Aida; Nabila, Nuzul Inas; Marvinita, Risda; Azzahra, Nyimas Latifah
Jurnal MANDIRI: Ilmu Pengetahuan, Seni, dan Teknologi Vol 8 No 2: Desember 2024
Publisher : Lembaga Kajian Demokrasi dan Pemberdayaan Masyarakat (LKD-PM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33753/mandiri.v8i2.270

Abstract

This study examines the influence of consumer perceived value on repeat purchase intention in live-streaming e-commerce, considering the mediating role of consumer trust. Based on the stimulus-organism-response (SOR) model, this study examines how stimuli in the form of utilitarian values, such as product quality, hedonic value, social value, and symbolic value offered by streamers in live streaming can trigger a psychological response in the form of consumer trust. This trust is hypothesized to mediate the relationship between these values and repeat purchase intentions. Using a quantitative approach with a sample of 205 respondents active in live streaming e-commerce, the results show that the four values perceived by consumers significantly affect trust in the streamer. Furthermore, this trust is shown to mediate the relationship between these values and repeat purchase intentions. These findings underscore the importance for streamers to focus not only on the functional aspects of the product (utilitarian value) but also on the emotional (hedonic value), social (social value), and symbolic (symbolic value) aspects in building strong relationships with consumers. Thus, streamers can design more effective marketing strategies to encourage consumers to make repeat purchases and increase loyalty to the platform.
Co-Authors Aida Sari Azzahra, Nyimas Latifah Banuwa, Laili F Banuwa, Laili Fadhila Fathia, Syaharani N FEBRIAN, ANGGA Na'im, Arif Ainun Nova Mardiana, Nova Nuzul Inas Nabila, Nuzul Inas Ramelan, Mudji Rachmat Syahirah Vedy, Hanifah Vedy, Hanifa Syahirah