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All Journal Entrepreneurship Bisnis Manajemen Akuntansi (E-BISMA) International Journal of Social Service and Research Indonesian Journal of Multidisciplinary Science Journal of Social Science INJURITY: Journal of Interdisciplinary Studies
Dahlan, Kandi Sofia Senastri
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Public Health Social Sciences

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The Impact of Brand Image and Service Quality on Customer Loyalty, with Customer Satisfaction as A Mediator Supriyanto, Bambang; Dahlan, Kandi Sofia Senastri
International Journal of Social Service and Research Vol. 4 No. 01 (2024): International Journal of Social Service and Research (IJSSR)
Publisher : Ridwan Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/ijssr.v4i01.709

Abstract

The study conducted at PT Kennametal Indonesia, a cutting tool industry company under the Kennametal brand, aimed to assess the impact of brand image and service quality on customer loyalty, specifically focusing on customer satisfaction as a potential mediator. Employing an empirical study approach, data were gathered via a questionnaire distributed to randomly selected customers. This resulted in 111 sets of received data, with 106 deemed suitable for analysis out of the 200 distributed questionnaires. SMART PLS 3.0 was utilized to explore the relationships between independent variables (brand image and service quality) and the dependent variable (customer loyalty) while evaluating the mediating role of customer satisfaction. The findings revealed that the service quality of PT Kennametal Indonesia did not significantly impact customer loyalty towards cutting tools, and a similar lack of significant influence was observed for brand image. It is crucial to emphasize that the term "not significantly impact" indicates the absence of a statistically significant relationship between service quality or brand image and customer loyalty. However, a positive and significant correlation emerged between brand image and service quality in relation to customer satisfaction. Consequently, customer satisfaction emerged as a substantial factor positively influencing loyalty. Furthermore, customer satisfaction was identified as a partial mediator in both the relationship between brand image and customer loyalty and the relationship between service quality and customer loyalty. To enhance result interpretation, providing effect sizes or correlation coefficients would offer a more nuanced understanding of the observed relationships.
Labelisasi gizi pada kemasan makanan siap saji terhadap keputusan pembelian Junaidi, Dicky; Dahlan, Kandi Sofia Senastri
Entrepreneurship Bisnis Manajemen Akuntansi (E-BISMA) Vol.5, No.2 (2024): December 2024
Publisher : Universitas Widya Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37631/ebisma.v5i2.1141

Abstract

This study examines the influence of prices and healthy food on purchasing decisions for UMKM ready-to-eat packaged food products, with information labels as a mediating factor. The data was collected through a non-probability sampling method using a google form online questionnaire, with a total of 196 respondents who had purchased UMKM packaged food in Indonesia. The study utilized Partial Least Square SEM and identified the variables Price and Healthy Eating as the dependent variables, Purchase Decision as the independent variable, and Information Label as the mediating variable. The results indicate that price and healthy food have a positive and significant effect on information labels, information labels have a positive and significant effect on purchasing decisions, healthy food has a positive and significant effect on purchasing decisions, price has a positive and significant effect on purchasing decisions, information labels mediate the effect of healthy food on purchasing decisions, and information labels mediate the effect of prices on purchasing decisions.
Factors that Affect Work Attachment Mediated by the Perception of Organizational Support in Mining Companies PT. XYZ Saputra, Reski Jefri; Dahlan, Kandi Sofia Senastri
Interdiciplinary Journal and Hummanity (INJURITY) Vol. 3 No. 8 (2024): INJURITY: Journal of Interdisciplinary Studies.
Publisher : Pusat Publikasi Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58631/injurity.v3i8.230

Abstract

This study aims to determine the Effect of Psychological Capital and Authentic Leadership on Work Engagement Mediated by Perceptions of Organizational Support at Mining Company PT. Xyz. The population in this study were 121 employees working at PT. XYZ with sampling using the Saturation Technique, namely all populations used as respondents. This research method uses a quantitative method with a causal design. The analysis in this study used SEM with software analysis using SEM PLS. The results of this study indicate that. The results of this study indicate that psychological capital has a significant positive effect on job uncertainty, meaning that the higher the psychological capital owned by employees, the higher the perceived job uncertainty. Authentic leadership has a significant positive effect on tenure. Authentic leadership has a significant positive effect on perceptions of organizational support. Psychological capital has a significant positive effect on perceptions of organizational support. Perceptions of organizational support have a significant positive effect on Work Engagement, meaning that the higher the perception of organizational support, the higher the employee's work continuity. Psychological capital has a positive and significant effect on work continuity through perceptions of organizational support as an intervening variable. Authentic leadership has a positive and significant influence on work continuity through perceptions of organizational support as an intervening variable.
Increased Customer Loyalty: The Role Of Service Quality, Trust, Satisfaction, And Business Process Improvement As Mediation Tjahjono, ST Prijono Budi; Dahlan, Kandi Sofia Senastri
Journal Of Social Science (JoSS) Vol 2 No 10 (2023): JOSS : Journal of Social Science
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/joss.v2i10.141

Abstract

This study aims to analyze more deeply the relationship and influence of Service Quality, Customer Trust, and Satisfaction on Customer Loyalty of Non-Program Small Medium Enterprise (SME) Credit Customers Mediated by Business Process Improvement (Empirical Study: Bank BTN Regional Office 2). An online survey using Google Forms to SME credit customers of Bank BTN Regional Office 2 covering DKI Jakarta and Banten was used to collect data as material for this study. In this study the variables Service Quality, Customer Trust and Satisfaction as dependent variables, Customer Loyalty as an independent variable, and Business Process Improvement as mediation variables. 226 respondents met the respondent criteria. This study used Partial Least Square SEM also called PLS-SEM. The results prove that Service Quality affects Business Process Improvement, Trust affects Business Process Improvement, Customer Satisfaction affects Business Process Improvement, Service Quality affects Customer Loyalty, Trust does not directly affect Customer Loyalty, Customer Satisfaction does not directly affect Customer Loyalty, Business Process Improvement affects Loyalty Customers, Business Process Improvement affects mediating Service Quality on Customer Loyalty, Business Process Improvement affects mediating Trust in Customer Loyalty, and Business Process Improvement has an effect on mediating Customer Satisfaction with Customer Loyalty.
The Effect Of Security And Trust On Mobile Banking Customer Satisfaction Mediated By Convenience Factors Wulan Suci, Fimi Catur; Dahlan, Kandi Sofia Senastri
Journal Of Social Science (JoSS) Vol 2 No 10 (2023): JOSS : Journal of Social Science
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/joss.v2i10.144

Abstract

The purpose of this study is to analyze mobile banking customer satisfaction influenced by security and trust mediated by convenience factors for Livin' by Mandiri users at the Tangerang Ahmad Yani branch. This study used a quantitative approach. The survey was conducted to 242 Livin' by Mandiri users at the Ahmad Yani Tangerang Branch. This study uses Partial Least Squares SEM or so-called PLS-SEM and identifies the relationship between variables and conceptual and operational definitions using previous research, which includes using security and trust variables as independent variables, customer satisfaction as dependent variables, and convenience factors as mediation variables. The results of this study show that Security has a positive and significant effect on the Convenience Factor, Trust has a positive and significant effect on the Convenience Factor, the Convenience Factor has a positive and significant effect on Customer Satisfaction, Security has a positive and significant effect on Customer Satisfaction, Trust has an effect but not significant on Customer Satisfaction, the Convenience Factor has a positive and significant effect mediating Security on Customer Satisfaction, and Convenience Factors have a positive and significant effect on mediating Trust in Customer Satisfaction. This research is limited to only examining the variables of security, trust, convenience factors, and customer satisfaction and only to Bank Mandiri customers, especially Livin' by Mandiri users at the Tangerang Ahmad Yani branch.
The Effect Of Price Competition And Trust On Electronic Product Purchase Decisions On Outlet Offline and Online Retail Agitha, Agitha; Dahlan, Kandi Sofia Senastri
Journal Of Social Science (JoSS) Vol 2 No 10 (2023): JOSS : Journal of Social Science
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/joss.v2i10.145

Abstract

This study aims to examine the effect of price competition and trust on electronic product purchase decisions at offline and online retail outlets. This type of research is quantitative research, using the Partial Least Square Structural Equation Modeling method or called PLS-SEM because it is one of the variant-based tools that simultaneously measure relationships between variables and test measurement models as well as structural model testing with the help of SmartPLS software. The method used in this study is the survey method, where the author distributes questionnaires for data collection. The population used is consumers who have purchased electronic products both offline and online, especially in the Tangerang Banten area, with a sample of 248 used. This study uses price and trust variables as independent variables, electronic product purchase decisions as dependent variables, and offline retail outlets and online retail outlets as intervening variables. The results of this study show that Price has a positive and significant effect on Electronic Product Purchase Decisions, Prices have a positive and significant effect on Offline and Online Retail Outlets, Trust has a positive and significant effect on Electronic Product Purchase Decisions, Trust has a positive and significant effect on Offline and Online Retail Outlets, Offline Outlets and Online Retail have a positive and significant effect on Electronic Product Purchase Decisions.
The influence of brand image and sales promotion on purchasing decisions mediated by trust (Empirical study of Sunyi, House of Coffee & Hope Jakarta) Yapputra, Evan; Dahlan, Kandi Sofia Senastri
Indonesian Journal of Multidisciplinary Science Vol. 3 No. 12 (2024): Indonesian Journal of Multidisciplinary Science
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/ijoms.v3i12.998

Abstract

This study aims to examine the influence of Brand Image and Sales Promotion on Purchase Decisions mediated by Trust. The research involved 173 respondents who had made purchases at Sunyi, House of Coffee & Hope Jakarta. Data collection was conducted using an online questionnaire. The analytical method used is Structural Equation Modeling (SEM) with SmartPLS 3.0 software. The results of this study indicate that Brand Image and Sales Promotion have a positive and significant impact on Trust. Additionally, Brand Image and Sales Promotion also positively and significantly affect Purchase Decisions. Trust positively and significantly influences Purchase Decisions and partially mediates the effect of Brand Image and Sales Promotion on Purchase Decisions. This research provides empirical evidence that Brand Image and Sales Promotion are crucial factors in building Trust and influencing Purchase Decisions among consumers at Sunyi, House of Coffee & Hope Jakarta. The managerial implications of this study highlight the importance for Sunyi, House of Coffee & Hope Jakarta to continuously build a positive Brand Image and enhance effective Sales Promotion strategies to strengthen consumer Trust and drive Purchase Decisions.
Co-Authors Agitha, Agitha Bambang Supriyanto Junaidi, Dicky Saputra, Reski Jefri Tjahjono, ST Prijono Budi Wulan Suci, Fimi Catur Yapputra, Evan