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All Journal Journal of Management and Business Innovations
Tarigan, Eka Dewi Setia
Universitas Medan Area, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of Trust, Service Quality and Brand Image on Customer Decisions: A Case Study of Prudential in Babura Sunggal Village Hutagaol, Reski Br; Alfifto, Alfifto; Tarigan, Eka Dewi Setia
Journal of Management and Business Innovations Volume: 07, Number: 01, 2025
Publisher : Management Department Universitas Islam Negeri Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30829/jombi.v7i01.23547

Abstract

This study aims to understand and analyze the impact of trust, service quality, and brand image on Prudential customer decisions in Babura Sunggal Village. Applying quantitative methods, the researcher selected 99 respondents from a total of 11,330 residents using purposive sampling techniques, then analyzed the data through multiple linear regression. The results of the study show that the three variables have a significant influence on customer decisions. Trust shows the greatest influence with a significance value of 0.000, which indicates a very strong relationship. Service quality has a significant influence with a significance value of 0.035. Meanwhile, brand image shows an important influence with a significance value of 0.026 and a calculated t value of 2.266, which exceeds the t table of 1.985. Together, trust, service quality, and brand image are proven to have a significant impact on customer choice. This can be seen from the calculated F value which is higher than the critical F and the significance level of 0.000. This finding confirms that these three factors are strategic elements that are crucial for insurance companies in designing marketing strategies, attracting new customers, and improving customer satisfaction. Keywords : Brand Image, Customer Decision, Service Quality, Trust
The Influence of Relationship Marketing And Logistics Service Quality on Customer Satisfaction: A Case Study of JNE Express In Tanjung Rejo Village Azzura, Dinda; Yunita, Nindya; Tarigan, Eka Dewi Setia
Journal of Management and Business Innovations Volume: 07, Number: 01, 2025
Publisher : Management Department Universitas Islam Negeri Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30829/jombi.v7i01.23552

Abstract

This study aims to examine how customer satisfaction with JNE Express in Tanjung Rejo Village, Medan Sunggal, is impacted by relationship marketing and the caliber of logistics services. This study employs an associative technique in addition to quantitative methods. The 18,940 residents of Tanjung Rejo Village make up the research population. The Slovin formula was used to determine the sample size, which was 99 responses. Multiple linear regression techniques were used to analyze the data. The findings demonstrated that relationship marketing significantly affects customer satisfaction, with a p-value of 0.000 <0.05 and a t-count value of 1,984. Customer satisfaction is significantly impacted by the quality of logistics services, as evidenced by the t-count value of 6,667 and the p-value of 0.000 <0.05. With a significance value of 0.000 <0.05, both factors have a simultaneous and significant impact on customer satisfaction. With an Adjusted R2 value of 0.786, the research model demonstrates strong predictive power. It shows that relationship marketing and the caliber of logistical services can account for 78.6% of changes in customer satisfaction, with the remaining 21.4% coming from factors not included in the study. Keywords : Consumer Satisfaction, Logistic Service Quality, Relationship Marketing
Co-Authors Alfifto Azzura, Dinda Hutagaol, Reski Br Nindya Yunita