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All Journal JISIP: Jurnal Ilmu Sosial dan Pendidikan Innovative: Journal Of Social Science Research
Tsardosslapito, Tsardosslapito
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Arts Humanities Computer Science & IT Education Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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The Effects of Service Excellence on Customer Satisfaction at Warung Tegal (Warteg) in Bekasi City Pebriyanti, Mala; Tsardosslapito, Tsardosslapito; Supatrem, Supatrem; Chaerudin, Iman
JISIP: Jurnal Ilmu Sosial dan Pendidikan Vol 9, No 2 (2025): JISIP (Jurnal Ilmu Sosial dan Pendidikan) (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/jisip.v9i2.8479

Abstract

Service excellence is a crucial element in the business sector, including Warung Tegal (Warteg) in Bekasi City, which faces intense competition in the culinary industry. Although many Wartegs offer affordable prices and varied menus, not all can provide satisfactory service. Shortcomings such as slow service, lack of staff friendliness, and inadequate cleanliness can affect customer satisfaction and loyalty. This study aims to measure the relationship and influence of service excellence quality on customer satisfaction at Warteg outets in Bekasi City. Focusing on aspects such as service speed, friendliness, cleanliness, menu variety, affordability, and location convenience, this research involved 100 respondents selected through incidental sampling techniques. Data were analyzed using linear regression tests, validity, reliability, normality, autocorrelation, and heteroscedasticity tests. The findings reveal that Service Excellence quality significantly impacts customer satisfaction, contributing 74.8% to its variance. The regression equation Y=5.492+1.060XY = 5.492 + 1.060XY=5.492+1.060X indicates that an improvement in service quality directly enhances customer satisfaction levels. This study provides practical insights for Warteg entrepreneurs to improve service quality, thereby boosting customer loyalty and competitiveness.
Penerapan Aplikasi SEVIMA dalam Administrasi Keuangan di Universitas Pertiwi Pebriyanti, Mala; Supatrem, Supatrem; Tsardosslapito, Tsardosslapito; Dina, Nur
Innovative: Journal Of Social Science Research Vol. 5 No. 2 (2025): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v5i2.18409

Abstract

Penelitian ini menganalisis penerapan sistem SEVIMA dalam manajemen keuangan di Universitas Pertiwi guna meningkatkan efisiensi dan transparansi pengelolaan dana. Metode penelitian yang digunakan adalah studi kasus dengan pendekatan kualitatif, melibatkan wawancara, kuesioner, observasi, dan analisis dokumen keuangan sebelum dan sesudah implementasi SEVIMA. Hasil penelitian menunjukkan bahwa sistem ini secara signifikan mengurangi kesalahan pencatatan, mempercepat penyusunan laporan, serta meningkatkan transparansi pembayaran mahasiswa. Selain itu, staf keuangan melaporkan kemudahan dalam penginputan data dan akses real-time terhadap laporan keuangan. Meskipun demikian, masih terdapat kendala dalam adaptasi awal dan pengelolaan komponen biaya yang bervariasi, seperti beasiswa. Rekomendasi penelitian mencakup peningkatan pelatihan staf, pengembangan fitur sistem, serta evaluasi berkala untuk optimalisasi penggunaan SEVIMA. Secara keseluruhan, implementasi SEVIMA terbukti meningkatkan efisiensi dan akuntabilitas dalam manajemen keuangan perguruan tinggi.
The Role of Customer Loyalty in Mediating Relationship Marketing and Brand Image Effects on Customer Retention in Non-Formal Education Tsardosslapito, Tsardosslapito; Nugroho, Arif; Akbarona, Danang Aziz
JISIP: Jurnal Ilmu Sosial dan Pendidikan Vol 10, No 2 (2026): JISIP (Jurnal Ilmu Sosial dan Pendidikan) (Maret)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/jisip.v10i2.10326

Abstract

This study aims to examine the effect of Relationship Marketing (RM) and Brand Image (BI) on Customer Loyalty (CL) and Customer Retention (CR) in English language courses. Specifically, this study analyzes the direct influence of RM and BI on CL and CR, as well as the mediating role of CL in the relationship between antecedent variables and CR. The research approach used is quantitative, with data obtained through a survey of 421 parents of active students using an online questionnaire at twenty learning centers of LKP Build Better Communication e. Data analysis was performed using the Partial Least Squares-based Structural Equation Modeling (SEM-PLS) method. The results showed that Brand Image had a significant positive effect on Customer Loyalty (β = 0.533; p < 0.000) and Customer Retention (β = 0.102; p = 0.037). Relationship Marketing also has a significant effect on Customer Loyalty (β = 0.314; p < 0.000) and Customer Retention (β = 0.128; p = 0.006). In addition, Customer Loyalty has a strong and significant effect on Customer Retention (β = 0.727; p < 0.000). The mediation analysis results show that Customer Loyalty significantly mediates the relationship between Brand Image and Customer Retention (β = 0.402; p < 0.000), as well as between Relationship Marketing and Customer Retention (β = 0.228; p < 0.000). Overall, Brand Image and Relationship Marketing play an important role in increasing Customer Loyalty and maintaining Customer Retention, with Customer Loyalty as the main explanatory mechanism. These findings indicate that training institutions need to prioritize relationship-based strategies and brand image strengthening to increase long-term customer retention.
Co-Authors Akbarona, Danang Aziz Arif Nugroho Chaerudin, Iman dina, nur Pebriyanti, Mala Supatrem, Supatrem