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All Journal Jurnal Kewirausahaan, Akuntansi, dan Manajemen TRI BISNIS Jurnal Ilmiah Manajemen Surya Pasca Scientia
Purnomo, Lucky Bayu
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH PERSEPSI HARGA, KUALITAS PELAYANAN DAN KEPUASAN TERHADAP PELANGGAN BENGKEL AHASS HONDA MOTOR BRANCH SIDO MAKMUR MPM KOTA BLITAR Purwantoro, Andre; Purnomo, Lucky Bayu
Jurnal Ilmiah Manajemen SURYA PASCA SCIENTIA Vol 14, No 1 (2025): Jurnal Ilmiah Manajemen Surya Pasca Scientia
Publisher : Prodi Magister Manajemen Universitas Dirgantara Marsekal Suryadarma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35968/jimspc.v14i1.1407

Abstract

This study aims to analyze the effect of price perception, service quality and satisfaction on customer loyalty at the AHASS Honda Motor, Sido Makmur MPM branch, Blitar. This study uses a quantitative approach, survey method and path analysis. The population is 900 people, with random sampling techniques and the Slovin formula, 90 respondents were obtained. Data were analyzed using Excel software and SPSS version 25. The results of the study showed that: Price perception has a direct inverse or opposite effect on satisfaction of 0.529; Service quality has a direct positive and significant effect on satisfaction of 0.270; Price perception has a direct inverse or opposite effect on customer loyalty of 0.367; Service quality has a direct positive and significant effect on customer loyalty of 0.270; Satisfaction has a direct positive and significant effect on customer loyalty of 0.253. Meningkatnya kebutuhan pada bidang industri otomotif, terutama penggunakendaraan roda dua di Indonesia yang semakin kompetitif dan dinamis,pelanggan akan semakin mudah dalam memilih sepeda motor yang diinginkan.Bengkel AHASS salah satu merek Honda selalu mengutamakan danmemperhatikan pada aspek kualitas yang selalu memberikan layanan yang primadan terbaik untuk sepeda motor Honda kepada pelanggannya. Namun, jika dilihatsecara seksama berdasarkan data unit entry, penjualan suku cadang, danlayanan servis bengkel Honda di Jawa Timur yang dikelola oleh PT. MitraPinasthika Mulia Tbk, dalam kurun waktu 5 tahun terakhir (Desember 2019–Desember 2023), jumlah pelanggan yang melakukan transaksi, servis danpembelian suku cadang motor honda mengalami penurunanyang signifikan danberturut-turut. Salah satu cabang bengkel AHASS yang mengalami penurunansecara drastic terdapat di bengkel AHASS cabang Kota Blitar Sido MakmurMotor. 
The Influence of E-Service Quality and Product Quality on Zalora Fashion Product Purchase Decisions Mediated by E-Trust Cahaya, Yohanes Ferry; Purnomo, Lucky Bayu; Pujiati, Herni; Yosepha, Sri Yanthy; Aminah, Siti
JURNAL KEWIRAUSAHAAN, AKUNTANSI DAN MANAJEMEN TRI BISNIS Vol 7 No 2 (2025): Jurnal Kewirausahaan, Akuntansi dan Manajemen
Publisher : STIE Tri Bhakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59806/jkamtb.v7i2.516

Abstract

This study examines the impact of E-Service Quality and Product Quality on Purchase Decision for fashion products on the Zalora platform, with E-Trust serving as a mediating variable. Using a quantitative approach, the analysis employs Structural Equation Modeling–Partial Least Square (SEM-PLS). Data were collected via surveys from 295 active Zalora users in Indonesia. The results indicate that both E-Service Quality and Product Quality significantly influence E-Trust, which in turn significantly affects Purchase Decision. Additionally, E-Service Quality directly and significantly impacts Purchase Decision, whereas the direct effect of Product Quality on Purchase Decision is not significant. These findings suggest that electronic trust (E-Trust) mediates the relationship between electronic service quality and product quality on purchase decisions. The study recommends that fashion e-commerce managers like Zalora prioritize enhancing digital service quality and consistently build customer trust, as trust plays a crucial role in driving purchase decisions. The practical implications of this research can guide marketing strategies and digital service development in the fashion e-commerce industry.
Co-Authors Pujiati, Herni Purwantoro, Andre Siti Aminah Yohanes Ferry Cahaya Yosepha, Sri Yanthy