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

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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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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 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 Agustian, Deryl Agustin, Rissa Amelia, Putri Restu Anakota, Reflita Az-zahra, Gisca Amalia Aziz, Eliza Viandrayani Azzahra, Hifia Alya Azzahra, Keysanaura Putri Bertha Musty Choirunisa, Fildza Dahlia, Anum Dwiyanti, Ully Ervie Nur Afifa Mukhlis Faturrohman, Faturrohman 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 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 Tezza Adriansyah Anwar Thamrin, Janadi Rammelsbergi Tini Martini, Tini Widjatun, Vincentia Wahju