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All Journal Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking E-Dimas: Jurnal Pengabdian kepada Masyarakat ETNOSIA : Jurnal Etnografi Indonesia JPM (Jurnal Pemberdayaan Masyarakat) Journal Economics & Business Atmajaya Indonesia Bisma: Jurnal Bisnis dan Manajemen Jurnal Pendidikan Ekonomi (JURKAMI) MABIS: Manajemen dan Bisnis Jurnal Informatika Ekonomi Bisnis Jurnal Abdi Insani BASKARA: Journal of Business and Entrepreneurship Akuntansi Bisnis & Manajemen (ABM) Eduvest - Journal of Universal Studies Jurnal Informatika Ekonomi Bisnis Journal of Business and Information System Southeast Asian Journal of Service Management
Andajani, Erna
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Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Neuroscience Social Sciences Other

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Journal : Southeast Asian Journal of Service Management

 1 
The influence of corporate social responsibility and customer satisfaction on customer loyalty at Bank Central Asia in Indonesia Angelita, Ferawati; Andajani, Erna; Rahayu, Siti
Southeast Asian Journal of Service Management Vol. 1 No. 1 (2024): First Issue: Commerce and Destinations
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v14

Abstract

Corporate Social Responsibility (CSR) activities in Indonesia are currently increasing in various industries, including the hospitality industry. Bank BCA is one of the companies that carry out Corporate Social Responsibility (CSR) activities on the environment, economy, and society. This study aims to determine the effect of Corporate Social Responsibility (CSR) activities and customer satisfaction on customer loyalty at Bank Central Asia (BCA) Bank in Indonesia. This research is included in quantitative research and is included in causal research. This study has 3 variables including Corporate Social Responsibility (CSR) activities, customer satisfaction, and customer loyalty. This study uses a sample of 150 respondents who are customers of BCA Bank with a sampling technique that is non-probability sampling. The data obtained in this study will be processed with Structural Equation Modeling (SEM) techniques through SPSS and AMOS software. Based on the results of this study, shows that Corporate Social Responsibility (CSR) activities have a positive effect on customer satisfaction at BCA Bank, Corporate Social Responsibility (CSR) activities have a positive effect on customer loyalty at BCA Bank and customer satisfaction has positive effect on customer loyalty at BCA Bank.
The influence of destination image and tourist satisfaction on positive word of mouth and revisit intention on the island of Bali Wulansari, Indah; Andajani, Erna
Southeast Asian Journal of Service Management Vol. 1 No. 1 (2024): First Issue: Commerce and Destinations
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v15

Abstract

This research aims to determine the effect of Destination Image and Tourist Satisfaction on Positive Word of word-of-mouth recommendations and Revisit Intention on the island of Bali. The island of Bali is an island that has a world-class tourist attraction. One of the unique Bali tours is the culture of the island of Bali itself. The variables used in this study include Destination Image, Tourist Satisfaction, Positive Word of word-of-mouth recommendation, and Revisit Intention. This study uses quantitative research using primary data through questionnaires to respondents who have visited the island of Bali with a total of 170 respondents. Data processing in this study uses SEM (Structural Equation Modeling) with SPSS and AMOS software. The results of this study indicate a significant effect on Destination Image and Tourist Satisfaction on Positive Word of word-of-mouth recommendation and Revisit Intention.
The effect of fast-food service quality and customer satisfaction on customer loyalty mediated by trust at McDonald’s restaurants in Surabaya Layunwira, Sisilia; Andajani, Erna
Southeast Asian Journal of Service Management Vol. 1 No. 1 (2024): First Issue: Commerce and Destinations
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v16

Abstract

This study aims to determine and analyze the effect of fast-food service quality and customer satisfaction on customer loyalty mediated by trust. The object taken is the McDonald's fast-food industry in Surabaya. This study uses primary data sources by distributing questionnaires online. Data processing in this study using SPSS 20 and SmartPLS 3.0 software. Data processing using SPSS 20 software is to test the validity and reliability using 30 initial respondents. Further testing uses 150 respondents using SmartPLS 3.0 software using the SEM (Structural Equation Modeling) method. In this study, a sample of 210 respondents who were McDonald's customers in Surabaya were used. The results showed that Fast Food Service Quality has a significant effect on Customer Satisfaction, Customer Satisfaction has a positive and significant effect on Customer Loyalty, Customer Satisfaction has a positive and significant effect on customer loyalty with the mediating role of trust.
Co-Authors Adhika Putra Wicaksono Adiyasa, Farid Dwi Andriani Eko Prihatiningrum, Andriani Eko Angelita, Ferawati Ardiansyahmiraja, Bobby Asmawati, Endah Carla, Siane Chen, Fei Christanto, Gunawan Edy Kusuma, Bryan Rashad Fitri Novika Widjaja Harly, Kevin Richard Ika, Siti Rochmah Khosasih, Mikhael Ming Koeswanto, Matthew Malviano Kurniawan, Albert Ray Layunwira, Sisilia Margaretta, Melissa Mujin, Khaslinda Akasyah Binti Nie, Jocelyn Novika, Fitri Nugroho, Graviella Angelique Aretha Parwita Setya Wardhani Paulus, Ivan Jonston Rasyida, Afinnisa Retha, Ni Komang Meyintha Dewi Santoso, Indah Cahyani Satia Utama, Anak Agung Gde Sentoso, Diah Harjaningtyas Siddiqui, Aaiman Siti Rahayu Soesanti, Arum Sugianto, Muhammad Gerry T, Juliani Dyah Tedjakusuma, Adi Prasetyo Tjiptawan, Ardeliah Tuani Lidiawati Simangunsong Veny Megawati Wijaya, Vegasanti Wulansari, Indah Yohanes, Marco Antonio Jose Yun, Siow Xiu