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Susilawati Sugiana, Neng Susi
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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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Abstract

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 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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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
Optimalisasi Last-Mile Delivery melalui Integrasi Real-Time Tracking dan Dynamic Routing pada Layanan Jasa Pengiriman Barang di Indonesia margaretha Purba, Meilyn christina; Mungok, Gracia Juli Bernadita; Karya Wikananda, Putu Ayu Melanie; Haliza, Siti Indira; susilawati sugiana, Neng susi
Lebah Vol. 19 No. 3 (2026): January: Pengabdian
Publisher : IHSA Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/lebah.v19i3.499

Abstract

Last-mile delivery merupakan salah satu tahapan paling krusial dan berbiaya tinggi dalam sektor logistik dan layanan kurir, terutama di negara berkembang seperti Indonesia, yang menghadapi tantangan kemacetan perkotaan, kondisi geografis yang beragam, serta pola permintaan yang fluktuatif. Penelitian ini mengkaji integrasi teknologi pelacakan real-time dan algoritma dynamic routing sebagai pendekatan strategis untuk meningkatkan efisiensi operasional, keandalan pengiriman, dan pengalaman pelanggan pada industri jasa pengiriman barang di Indonesia. Dengan menggunakan pendekatan mixed-method yang memadukan data kinerja operasional perusahaan kurir dengan survei pelanggan dan kurir lapangan, penelitian ini mengevaluasi bagaimana visibilitas real-time dan penyesuaian rute secara adaptif berkontribusi pada pengurangan variabilitas waktu pengiriman, penurunan kegagalan pengiriman, serta efisiensi biaya operasional. Temuan penelitian menunjukkan bahwa penerapan terintegrasi real-time tracking dan dynamic routing secara signifikan meningkatkan akurasi rute, meningkatkan tingkat keberhasilan pengiriman, serta memperkuat kepercayaan pelanggan melalui transparansi layanan. Selain itu, penelitian ini mengungkap peran moderasi kepadatan lalu lintas perkotaan dan kesiapan infrastruktur dalam memengaruhi efektivitas integrasi sistem tersebut. Kebaruan penelitian ini adalah pengujian empiris integrasi real-time tracking dan dynamic routing pada last-mile delivery di negara berkemban. Studi ini memberikan implikasi praktis bagi penyedia layanan logistik dalam mengoptimalkan kinerja last-mile delivery, sekaligus memberikan kontribusi teoretis bagi pengembangan model manajemen pengiriman berbasis teknologi di negara berkembang
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 Haliza, Siti Indira Hamdani, Deden Sofyan Hamidah . Hapsari, Ayuningtyas Yuli Hendriana, Tengku Ine Hendro, Jon Hidayatullah, Tubagus Ismail, Dede Jennifer Yunani Karya Wikananda, Putu Ayu Melanie Kayla Hasan, Aneilla Jaleesa Lesmana, Virni Alya Lestari, Elisa Diana M Nainggolan, Flora Citra Maharani, Luthfika Dewi Maipalna, Pepen margaretha Purba, Meilyn christina Mulya Andriana, Zaky Ralf Mungok, Gracia Juli Bernadita 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