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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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Journal : journal of social science

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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.
Co-Authors Agitha, Agitha Bambang Supriyanto Junaidi, Dicky Saputra, Reski Jefri Tjahjono, ST Prijono Budi Wulan Suci, Fimi Catur Yapputra, Evan