Gabriel Kennard Chan
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The Influence of Marketing Mix on Customer Satisfaction and Loyalty at Daja House Restaurant Lampung Indonesia Nindya Yuliani Arnis; Dewi Wuisan; Gabriel Kennard Chan; Benny Aristo
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 4 (2024): Proceedings of the 4th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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Abstract

This study aims to analyze the influence of the marketing mix, consisting of food quality, price, location, and service quality, on customer satisfaction and loyalty at Daja House Restaurant in Bandar Lampung. Data for this study was collected through an online questionnaire with 181 respondents who had visited the restaurant more than three times in the last six months. The analysis method used a quantitative approach with a 5-point Likert scale to measure consumer perceptions of the studied variables. The results indicate that each variable in the marketing mix has a positive and significant effect on customer satisfaction, and customer satisfaction has a direct impact on loyalty. This study emphasizes the importance of a positive consumer experience in creating loyalty, especially in the service industry. Practically, this research provides recommendations for the management of Daja House Restaurant to continue improving food quality, adjusting competitive prices, enhancing the layout and comfort of the environment, and training staff to provide responsive and friendly service. In this way, customer satisfaction and loyalty can be increased, ultimately supporting business sustainability amid intense competition.
Determinants of Online Purchase Intention: Evidence from Indonesia’s E-Commerce Dewi Wuisan; Zefanya Hisqia Gedalia; Gabriel Kennard Chan; Benny Aristo; Christoffel Wantah
Proceedings of the International Conference on Entrepreneurship (IConEnt) Vol. 5 (2025): Proceedings of the 5th International Conference on Entrepreneurship (IConEnt)
Publisher : Universitas Pelita Harapan

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This study aims to examine the effect of perceived ease of use, perceived usefulness, social influences, price perception, and perceived risk on online purchase intention. The development of internet technology in Indonesia in various sectors is getting faster. One of the industrial sectors that rely on internet technology as a place to do business is e-commerce. Indonesia is one of the countries with the highest percentage of e-commerce users in the world, but the development of e-commerce cannot be separated from the problems that occur. As one of the e-commerce sites in Indonesia, “XYZ” is currently developing its services to make it more attractive to consumers, but there are still many problems that are felt by consumers related to “XYZ”, such as service quality that is not yet optimal. Thus, research is needed regarding the factors that influence online purchase intention. This study uses a quantitative approach with data collection methods using electronic questionnaires distributed through Google Forms. Analysis of the measurement model and structural model in this study was carried out using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method with the help of the SmartPLS 3.0 application. The respondents of this research are Indonesian people who are more than 16 years old and have used “XYZ” e-commerce. The measurement model test consists of testing the validity and reliability, while the measurement model testing consists of testing the coefficient of determination, t -count, significance, and the relationship between constructs. The results of this study indicate that the perceived ease of use variable affects online purchase intention, the perceived usefulness variable affects online purchase intention, the social influences variable affects online purchase intention, and the price perception variable affects online purchase intention. Meanwhile, the perceived risk variable has no effect on online purchase intention.