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All Journal Djtechno: Jurnal Teknologi Informasi Jurnal Komputer Bisnis
Nisa, Alifia Khairun
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Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science

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THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND LOYALTY: AT MOKOPI GARDEN Ismail, Dede; Nisa, Alifia Khairun; Adhadiana, Elysa Fitria; Anakota, Reflita; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

— This study aims to investigate the role of customer satisfaction as a mediating variable in the relationship between service quality and customer loyalty at Mokopi Garden, a growing coffee shop located in Bandung. As competition in the culinary business intensifies, understanding how service quality drives loyalty through customer satisfaction becomes crucial. This research adopts a quantitative approach with a sample of 50 respondents who are regular visitors of Mokopi Garden. Data were collected using a structured questionnaire based on indicators of service quality, customer satisfaction, and loyalty. The collected data were analyzed using SPSS version 26, including regression and mediation analysis (Sobel test) to examine the indirect effect of service quality on loyalty through satisfaction. The findings indicate that service quality has a significant and positive impact on both customer satisfaction and customer loyalty. Furthermore, customer satisfaction partially mediates the relationship between service quality and loyalty. This suggests that while service quality directly influences loyalty, its effect is enhanced when customers are satisfied with the services provided. These results emphasize the importance for Mokopi Garden to consistently deliver high-quality service in order to foster satisfaction and build long-term loyalty among its customers. Practically, this research provides valuable insights for coffee shop managers and marketers to prioritize service improvements as a strategic tool to enhance customer satisfaction and loyalty. The uniqueness of this study lies in its specific focus on a local brand within a competitive urban market, offering contextual relevance and actionable recommendations.
PERANCANGAN SISTEM PEMASARAN DIGITAL UMKM DENGAN PENDEKATAN UI/UX BERBASIS TEKNOLOGI CROSS PLATFORM Bestin, Bakti; Sofian, Rudy; Mukhlis, Ervie Nur Afifa; Oktaviani, Rizka; Hermawan, Muhamad Fikri; Nisa, Alifia Khairun
Djtechno: Jurnal Teknologi Informasi Vol 6, No 3 (2025): Desember
Publisher : Universitas Dharmawangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46576/djtechno.v6i3.7466

Abstract

Perkembangan teknologi informasi mendorong perubahan signifikan pada strategi pemasaran, termasuk bagi Usaha Mikro, Kecil, dan Menengah (UMKM) di Indonesia. Namun, rendahnya literasi digital dan keterbatasan sumber daya masih menjadi hambatan utama dalam mengadopsi teknologi pemasaran digital. Penelitian ini bertujuan merancang sistem pemasaran digital berbasis cross-platform dengan pendekatan User Interface/User Experience (UI/UX) menggunakan metode Design Thinking. Teknologi Progressive Web App (PWA) dipilih untuk mengatasi perbedaan sistem operasi dan mempermudah pengelolaan aplikasi dengan single code base. Objek penelitian adalah mitra UMKM Rastore di Kota Bandung yang sebelumnya memasarkan produk melalui WhatsApp Status. Implementasi sistem dilakukan dengan bahasa pemrograman PHP menggunakan framework Laravel. Pengujian dilakukan dengan System Usability Scale (SUS) dan blackbox testing. Hasil menunjukkan skor SUS sebesar 72,25 dengan kategori Good, yang menandakan aplikasi dapat diterima pengguna. Sementara itu, pengujian blackbox menunjukkan 100% fungsional tanpa ditemukannya bug. Penelitian ini memberikan kontribusi berupa model pemasaran digital berbasis teknologi cross-platform yang mampu meningkatkan efektivitas promosi UMKM serta menjadi solusi bagi keterbatasan literasi digital
Co-Authors Adhadiana, Elysa Fitria Anakota, Reflita Bestin, Bakti Hermawan, Muhamad Fikri Ismail, Dede Mukhlis, Ervie Nur Afifa Oktaviani, Rizka Rudy Sofian Susilawati Sugiana, Neng Susi