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All Journal Dinasti International Journal of Education Management and Social Science Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) International Journal of Science and Society (IJSOC)
Ambar Lukitaningsih
Universitas Sarjanawiyata Tamansiswa, Yogyakarta, Indonesia
Decision Sciences, Operations Research & Management Education Materials Science & Nanotechnology Social Sciences

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The Role of Service Quality in Increasing Customer Satisfaction and Loyalty: An Analysis of BNI Mobile Banking Muhammad Taqi Ardabilli; Muinah Fadhilah; Ambar Lukitaningsih
Dinasti International Journal of Education Management and Social Science Vol. 6 No. 1 (2024): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i1.3103

Abstract

The rapid evolution of digital business necessitates adaptation. This study examines how service quality influences customer satisfaction and loyalty among BNI Mobile Banking users. A quantitative approach was employed to analyze 125 active BNI Mobile Banking customers with at least 5 million rupiah in savings and under 60 years old from the BNI KCP Ampel branch. Path analysis using Smart PLS 4.0 software was conducted to determine the relationships between service quality dimensions (assurance, convenience, reliability, efficiency) and customer satisfaction and loyalty. Results indicate that assurance, convenience, and reliability positively impact satisfaction, which in turn positively affects loyalty. While satisfaction mediates the influence of assurance and reliability on loyalty, it does not mediate the effects of comfort, efficiency, and convenience on loyalty. Essentially, the study found that improving assurance, convenience, and reliability of BNI Mobile Banking can enhance customer satisfaction, leading to increased loyalty. However, comfort, efficiency, and convenience directly impact loyalty without being mediated by satisfaction.
Peran Green Marketing dan Tanggung Jawab Lingkungan terhadap Keputusan Pembelian dengan Minat Beli sebagai Variabel Intervening (Studi Kasus pada Produk The Body Shop Yogyakarta) Az Zahra Alvin Maharani; Ambar Lukitaningsih; Budi Setiawan
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 7 No. 3 (2026): Jurnal Manajemen Pendidikan dan Ilmu Sosial (April - Mei 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v7i3.8178

Abstract

Penelitian ini dilatarbelakangi oleh meningkatnya permasalahan lingkungan yang mendorong perusahaan untuk menerapkan strategi pemasaran ramah lingkungan dan tanggung jawab lingkungan guna memengaruhi perilaku konsumen. Tujuan penelitian ini adalah untuk menganalisis pengaruh green marketing dan tanggung jawab lingkungan terhadap keputusan pembelian dengan minat beli sebagai variabel intervening. Metode yang digunakan adalah pendekatan kuantitatif dengan jumlah sampel sebanyak 170 responden yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan regresi linear berganda serta uji Sobel. Hasil penelitian menunjukkan bahwa green marketing dan tanggung jawab lingkungan berpengaruh positif dan signifikan terhadap keputusan pembelian maupun minat beli. Selain itu, minat beli juga terbukti berpengaruh positif dan signifikan terhadap keputusan pembelian serta mampu memediasi hubungan antara green marketing dan tanggung jawab lingkungan terhadap keputusan pembelian. Kesimpulan penelitian ini menegaskan bahwa penerapan strategi pemasaran ramah lingkungan dan tanggung jawab lingkungan yang baik dapat meningkatkan minat beli dan mendorong keputusan pembelian konsumen.
Influence of Celebrity Endorsement and Product Quality on Buying Interest Trought the Brand Image as an Intervening Variables: Case Study at Kopi Kenangan, Yogyakarta Rizky Edi Prasetia; Ambar Lukitaningsih; Lusia Tria Hatmanti Hutami
International Journal of Science and Society Vol 6 No 1 (2024): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v6i1.1039

Abstract

The main objective of the study is to examine how celebrity endorsement, product quality, and brand image affect consumer’s interest in making purchases. The Research employs a quantitative approach and collects data from 14 individuals who are customer of Kopi Kenangan in Yogyakarta. Sampling method used is non-probability, specifically purposive sampling. Data is gathered by distributing an online questionnaire to the respondents and analyzed using the IBM SPSS application study’s findings can be summarized as follows: Celebrity endorsement (X1) do not have a significant positive impact on consumer’s purchase interest (Y), product quality (X2) has a significant positive influence on consumer’s purchase interest (Y), celebrity endorsement (X1) significantly affect brand image (Z) positively. The brand image variable (Z) Significant influence purchase interest (Y) In a positive way. Furthermore, the research suggest that brand image can act as an intervening variable, mediating the impact of celebrity endorsement and product quality on consumers purchase interest for Kopi Kenangan in Yogyakarta city.
Co-Authors Az Zahra Alvin Maharani Budi Setiawan Lusia Tria Hatmanti Hutami Muhammad Taqi Ardabilli Muinah Fadhilah Rizky Edi Prasetia