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All Journal Business and Entrepreneurial Review Jurnal Pengabdian dan Pemberdayaan Masyarakat (ABDI DAYA KU)
Agustine , Leony
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth' Dwita, Febrisi; Agustine , Leony
Business and Entrepreneurial Review Vol. 23 No. 1 (2023): April
Publisher : Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/ber.v23i1.15481

Abstract

This study aims to examine a model that evaluates the relationship between the moment of truth, service quality, and customer satisfaction on loyalty. This research was conducted at courier logistics in Bekasi City, West Java Province, Indonesia. This research was conducted from June 2022 to February 2023. The population in this study are customers who have used courier logistic services for an unknown number. This study used a simple random sampling technique and for the sample, 138 respondents participated, but only 98 completed questionnaires were deemed useable. The data analysis uses the SEM-PLS technique. The results of this study are that there is a positive relationship between the moment of truth and customer satisfaction, where when the customer is using the delivery service for the first time and has a good impression of the company's services, it can affect perceptions about the ability and use of these services from time to time. The experience of using the service can change the priorities that underlie each customer's main reason. There is a positive influence between Service Quality on customer satisfaction, where when the delivery service company provides maximum service quality, customers will feel and will reuse their services which can even make these customers more loyal to the company. There is a positive influence between customer satisfaction on loyalty, the moment of truth has a positive influence on customer loyalty, and service quality has a positive influence on customer loyalty.
Sosialisasi Pengolahan Limbah Kulit Nanas Untuk Pakan Ternak Alternatif Agustine , Leony; Andri, Andri; Dwita, Febrisi
Jurnal Pengabdian dan Pemberdayaan Masyarakat Vol. 2 No. 1 (2025): ABDI DAYA KU Jurnal Pengabdian dan Pemberdayaan Masyarakat
Publisher : MJK PUBLISHER

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Abstract

Secara umum buah nanas yang dikonsumsi oleh masyarakat hanya 53% dan sisanya dibuang sebagai limbah. Masyarakat di Gang Harum Manis, Sungai Raya Dalam, Kabupaten Kubu Raya sebagian besar membudidayakan tanaman nanas karena tanaman nanas mudah tumbuh dan berbuah tanpa harus melalui perawatan intensif. Hasil panen nanas sebagian dijual namun sebagian besar dikonsumsi sendiri. Limbah kulit nanas setelah dikonsumsi maupun dari buah nanas yang tidak terjual sering kali dibuang begitu saja, padahal banyak masyarakat sekitar yang memiliki hewan ternak seperti kambing, ayam dan bebek. Pelaksanaan PKM ini bertujuan untuk memberikan sosialisasi pengolahan limbah kulit nanas untuk pakan ternak alternatif. Metode yang digunakan dalam pelaksanaan PKM ini adalah melalui sosialisasi, edukasi pembuatan pakan yang dilanjutkan dengan evaluasi. Kegiatan berjalan dengan sangat baik yang ditunjukkan dengan antusiasme peternak dalam mengikuti kegiatan ini. Diharapkan setelah kegiatan PKM ini selesai, masyarakat dapat mengelola limbah kulit nanas untuk pakan ternak alternatif dan dapat melihat peluang lain dalam pengelolaan limbah kulit nanas.
Co-Authors Andri Andri Dwita, Febrisi