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Susilawati Sugiana, Neng Susi
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Computer Science & IT Economics, Econometrics & Finance Environmental Science

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THE INFLUENCE OF SERVICE QUALITY AND PERCEIVED VALUE ON CUSTOMER SATISFACTION: A STUDY OF GACOAN NOODLES BUAH BATU, BANDUNG Rammelbergi, Janadi; Naysa, Kayla Nazwa; Susanti, Femy; Rohmah, Yunia Nur; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study aims to explore the relationship between perceived value and service quality and customer satisfaction at Gacoan Buah Batu, Bandung. Understanding the primary factors that influence consumer happiness has become essential for the viability of businesses in the food and beverage sector as competition heats up. This study's main goal is to find out how consumers' opinions about the value and quality of the services they receive affect their entire eating experience and level of satisfaction. Fifteen respondents who frequently shop at Gacoan were interviewed in-depth as part of a qualitative research technique. To find recurrent trends and insights, the data underwent thematic analysis. The results show that clients value cleanliness, perceived pricing, staff response, and timeliness of service highly. When these elements meet or exceed expectations, customer satisfaction significantly increases. Conversely, inconsistencies in service or perceived decline in value lead to dissatisfaction. A notable uniqueness of this study lies in its focus on a single outlet, providing a micro-level understanding of consumer behavior in a specific urban setting. The practical implication of this study suggests that Gacoan can enhance customer loyalty by maintaining consistent service quality and optimizing value perception through promotions or personalized experiences. Businesses in similar markets may also benefit from adopting a localized approach to understanding customer needs. These insights serve as a valuable reference for improving service management strategies in Indonesia’s competitive culinary sector.
ANALISIS PENGARUH BRAND IMAGE MELALUI CUSTOMER PERCEPTIONS TERHADAP CUSTOMER INTENTIONS DI PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN (PERSERO)TBK. KANTOR CABANG BUAH BATU Susilawati Sugiana, Neng Susi; Amelia, Putri Restu; M Nainggolan, Flora Citra
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Penelitian ini bertujuan untuk menganalisis pengaruh Brand Image terhadap Customer Intentions melalui Customer Perceptions di PT. Bank BJB (Persero) Tbk Kantor Cabang Buah Batu. Metode penelitian menggunakan pendekatan kuantitatif dengan teknik analisis Structural Equation Modeling (SEM) berbasis AMOS. Populasi penelitian adalah nasabah Bank BJB KC Buah Batu dengan sampel yang ditentukan melalui teknik purposive sampling. Variabel penelitian meliputi Brand Image (X), Customer Perceptions (Z), dan Customer Intentions (Y). Analisis model dilakukan dengan uji validitas, reliabilitas, Confirmatory Factor Analysis (CFA), serta pengujian kelayakan model menggunakan Goodness of Fit Index (Chi-square, GFI, CFI, TLI, RMSEA). Hasil penelitian menunjukkan bahwa Brand Image berpengaruh positif dan signifikan terhadap Customer Perceptions dan Customer Intentions. Customer Perceptions juga berpengaruh signifikan terhadap Customer Intentions, serta memediasi pengaruh Brand Image terhadap Customer Intentions. Nilai GOF menunjukkan model berada dalam kategori fit (Chi- square/df = 1,890; GFI = 0,910; CFI = 0,952; TLI = 0,944; RMSEA = 0,048). Temuan ini mempertegas bahwa penguatan citra merek melalui persepsi positif nasabah mampu meningkatkan niat perilaku dalam penggunaan layanan perbankan.
THE IMPACT OF A SLOGAN ON LOYALTY IN HIGHER EDUCATION: A CASE STUDY AT IDE LPKIA Dahlia, Anum; Kayla Hasan, Aneilla Jaleesa; Choirunisa, Fildza; Sahiira Gaydha, Aisya Ghina; Syah, Sopviyan; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study aims to explore the impact of institutional slogans on student and alumni loyalty in higher education, with a case study conducted at IDE LPKIA. The slogan under examination, "Graduates are Easily Employed and Internationally Certified," serves as the focal point for analyzing perceptions, motivations, and brand loyalty among stakeholders. Employing a qualitative research method, the study involved 20 respondents consisting of current students and alumni. Data were collected through in-depth interviews and open-ended questionnaires to capture the nuanced opinions and lived experiences of the participants. The findings reveal that while many respondents perceive the slogan as a strong motivational factor and a key reason for choosing IDE LPKIA, others regard it primarily as a marketing tool with limited influence on actual loyalty. Moreover, the slogan’s promise of employability and certification positively correlates with students’ sense of institutional pride and commitment. Practical implications of this study suggest that higher education institutions must ensure alignment between slogan messaging and real student outcomes to strengthen loyalty and institutional reputation. The study contributes to understanding how branding elements such as slogans can influence long-term stakeholder engagement in the education sector
The Influence of Price and Product Quality on Purchasing Decisions of EIGER Products Hamdani, Deden Sofyan; Mulya Andriana, Zaky Ralf; Susilawati Sugiana, Neng Susi; Sulastri, Tuti
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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This study explores the influence of price and product quality on purchasing decisions of EIGER products, a leading Indonesian outdoor brand. The primary objective is to analyze how consumers interpret and respond to EIGER's pricing strategies in relation to their perception of product quality. The research employs a qualitative method involving 20 purposively selected respondents who have experience purchasing EIGER products. Through in-depth interviews, the study identifies key factors that shape consumer decisions, such as perceived durability, brand image, and value for money. Findings reveal that while EIGER enjoys strong brand recognition, there is a discrepancy between consumer expectations and actual product performance, particularly in areas such as material durability and pricing fairness. Several respondents expressed skepticism toward EIGER's premium pricing, citing inconsistent quality and lack of after-sales support. These insights suggest that EIGER must realign its quality standards with consumer expectations to maintain brand loyalty and competitive advantage. The practical implications include the need for improved quality control and more transparent communication strategies regarding product features and benefits. This study is unique in its focus on a national brand in an emerging market, offering localized insights that are often overlooked in global literature.
The Influence of Service Quality and Perceived Value on Customer Satisfaction: A Study of Gacoan Noodles Buah Batu, Bandung Thamrin, Janadi Rammelsbergi; Susilawati Sugiana, Neng Susi; Naysa, Kayla Nazwa; Susanti, Femy; Rohmah, Yunia Nur
Jurnal Digitalisasi Administrasi Bisnis Vol 3 No 1 (2025): Jurnal Digitalisasi Administrasi Bisnis
Publisher : INSTITUT DIGITAL EKONOMI LPKIA

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Abstract

This study aims to explore the influence of service quality and perceived value on customer satisfaction at Gacoan Buah Batu, Bandung. As competition in the food and beverage industry intensifies, understanding key drivers of customer satisfaction has become crucial for business sustainability. The primary objective of this research is to investigate how customers’ perceptions of service quality and value influence their overall satisfaction and dining experience. A qualitative research approach was employed, involving in-depth interviews with 15 respondents who are regular customers of Gacoan. The data were analyzed thematically to identify recurring patterns and insights. Findings indicate that customers place high importance on speed of service, staff responsiveness, cleanliness, and perceived affordability. When these elements meet or exceed expectations, customer satisfaction significantly increases. Conversely, inconsistencies in service or perceived decline in value lead to dissatisfaction. A notable uniqueness of this study lies in its focus on a single outlet, providing a micro-level understanding of consumer behavior in a specific urban setting. The practical implication of this study suggests that Gacoan can enhance customer loyalty by maintaining consistent service quality and optimizing value perception through promotions or personalized experiences. Businesses in similar markets may also benefit from adopting a localized approach to understanding customer needs. These insights serve as a valuable reference for improving service management strategies in Indonesia’s competitive culinary sector. Keywords: Service Quality, Perceived Value, Customer Satisfaction, Qualitative Research, Gacoan Buah Batu
Co-Authors Abraham Jansen, Warouw Vallencio Adela Putra, Billy Rifallo Adhadiana, Elysa Fitria Afifa Mukhlis, Ervie Nur Agustian, Deryl Agustin, Rissa Amelia, Putri Restu Anakota, Reflita Anwar, Tezza Adriansyah Az-zahra, Gisca Amalia Aziz, Eliza Viandrayani Azzahra, Hifia Alya Azzahra, Keysanaura Putri Bertha Musty Choirunisa, Fildza Dahlia, Anum Dwiyanti, Ully Faturrohman, Faturrohman Hamdani, Deden Sofyan Hamidah . Hapsari, Ayuningtyas Yuli Hendriana, Tengku Ine Hendro, Jon Hidayatullah, Tubagus Ismail, Dede Jennifer Yunani Kayla Hasan, Aneilla Jaleesa Lesmana, Virni Alya Lestari, Elisa Diana M Nainggolan, Flora Citra Maharani, Luthfika Dewi Maipalna, Pepen Mulya Andriana, Zaky Ralf Naysa, Kayla Nazwa Nisa, Alifia Khairun Nur Qolbi, Aprilia Eka Nurarifian, Muhammad Chairully Oktaviani, Sagita Dela Padmanegar, Oliver Hasan Pratiwi, Rindu Giska Rammelbergi, Janadi Rifani, Hasnatia Rohmah, Yunia Nur Rusdin Tahir, Rusdin Sahiira Gaydha, Aisya Ghina Sam'un Jaja Raharja Santika, Vanya Zahwa Sianturi, Ezra Riyanti Soegara, Zodi Surahman, Dongki Susanti, Femy Syafrilyudin, Rafli Syah, Sopviyan Tamzil, Adil Thamrin, Janadi Rammelsbergi Tini Martini, Tini Widjatun, Vincentia Wahju