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All Journal West Science Business and Management
Jushermi Jushermi
Riau University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Impact of Service Quality and Ease of Use on Customer Loyalty for BRILink in Pekanbaru City with Customer Satisfaction as a Mediating Variable Sauli Alfath; Jushermi Jushermi; Henni Noviasari
West Science Business and Management Vol. 2 No. 03 (2024): West Science Business and Management
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsbm.v2i03.1184

Abstract

This research aims to determine the effect of service quality and ease of use on customer loyalty using BRILink services in Pekanbaru city with customer satisfaction as a mediating variable. The research population is customers at BRILink agents in Pekanbaru City who have made transactions more than once at the same outlet in Pekanbaru City, the number of which is unknown with a sample size of 120 respondents. Sampling used probability sampling techniques. Research data was collected using questionnaires. In terms of data analysis, this research used Structural Equation Modeling (SEM) analysis with Smart Partial Least Squares (SPLS) Version 3.0. The research results show that service quality and ease of use have a positive and significant effect on customer satisfaction, service quality and ease of use have a positive and significant effect on customer loyalty, customer satisfaction has a positive effect on customer loyalty, service quality and ease of use have a positive and significant effect on customer loyalty which is mediated by customer satisfaction among BRILink users in the city of Pekanbaru.
The Influence of Online Customer Reviews and Perceived Quality on Purchase Intention Through Customer Trust of Luxrime Official Shop Cosmetic Products on Shopee Dina Savira; Jushermi Jushermi; Sriwahyuni Wildah
West Science Business and Management Vol. 2 No. 04 (2024): West Science Business and Management
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsbm.v2i04.1335

Abstract

This research aims to determine the influence of Online Customer Reviews and Perceived Quality on Purchase Intention through Customer Trust of Luxrime Official Shop Cosmetic Products on Shopee . The population in this study were people in Pekanbaru City who knew Luxcrime cosmetic products on the Official Shop Shopee. The sampling technique used in this research is the Non-Probability Sampling technique with the number of samples used being 100 respondents. The data analysis method in this research uses the Structural Equation Modeling - Partial Least Square (SEM-PLS) analysis method with SmartPLS version 4.0 software . The research results show that Online Customer Reviews have a significant effect on Customer Trust, Perceived Quality has a significant effect on Customer Trust, Online Customer Reviews have a significant effect on Purchase Intention, Perceived Quality has a significant effect on Purchase Intention, Customer Trust has a significant effect on Purchase Intention, Online Customer Reviews have a significant effect on Purchase Intention through Customer Trust and Perceived Quality has a significant effect on Purchase Intention through Customer Trust.
Co-Authors Dina Savira Henni Noviasari Sauli Alfath Sriwahyuni Wildah