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All Journal Indonesian Journal of Multidisciplinary Science Edunity: Kajian Ilmu Sosial dan Pendidikan Journal Research of Social Science, Economics, and Management Asian Journal of Social and Humanities
Sugiyanto, Liem Bambang
Unknown Affiliation
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Public Health Social Sciences

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The Influence of Service Quality and Brand Image on Patient Loyalty Mediated by Patient Satisfaction (An Empirical Study on Patients at “X” Hospital in East Bekasi) Ramba, Alfa Tiara; Sugiyanto, Liem Bambang
Edunity Kajian Ilmu Sosial dan Pendidikan Vol. 4 No. 9 (2025): Edunity: Social and Educational Studies
Publisher : PT Publikasiku Academic Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57096/edunity.v4i9.436

Abstract

This study aims to examine the effect of service quality and brand image on patient loyalty, with customer satisfaction as a mediating variable at X Hospital, East Bekasi, Indonesia. A quantitative survey was conducted using an online questionnaire distributed to 154 respondents who had received services at the hospital more than twice and were aged 17 years or older. Data were analyzed using Smart PLS 3. The results show that service quality and brand image significantly influence patient satisfaction, which, in turn, has a strong effect on patient loyalty. Both service quality and brand image also directly influence patient loyalty, with service quality identified as the strongest contributor, followed by brand image. Furthermore, patient satisfaction mediates the relationship between the independent variables and loyalty, confirming its critical role in shaping patient behavior. The study concludes that delivering high service quality and maintaining a positive brand image are essential strategies to enhance patient satisfaction and loyalty. Limitations of this study include its relatively small sample size and focus on a single hospital, restricting generalizability. Theoretically, the study contributes to the literature on patient loyalty by emphasizing the mediating role of satisfaction. Practically, it provides insights for hospital management to prioritize service improvements and strengthen brand perception. Future research is recommended to expand the sample across multiple hospitals and to explore additional mediating variables such as corporate reputation, perceived value, and revisit intention to provide a more comprehensive understanding of loyalty drivers.
Perceived usefulness, perceived ease of use, perceived enjoyment on behavioral intention to use through trust Maria, Vita; Sugiyanto, Liem Bambang
Indonesian Journal of Multidisciplinary Science Vol. 3 No. 1 (2023): Indonesian Journal of Multidisciplinary Science
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/ijoms.v3i1.702

Abstract

The purpose of this study was to find out how perceived usefulness, perceived ease of use, perceived enjoyment, and trust affect the behavioral intention to use shopeepay users in DKI Jakarta. This research is quantitative. The survey was conducted on 160 respondents who are or have used shopeepay. Data analysis was carried out using structural equation modeling with AMOS. The results show that perceived usefulness, perceived ease of use, and trust variables have a significant positive influence on behavioral intention. However, this is different from perceived enjoyment which has a positive and insignificant influence on behavioral intention to use. This is different from perceived usefulness, perceived ease of use, and perceived enjoyment which show insignificant results if mediated by trust. Research reveals that overall trust makes the greatest contribution to behavioral intention to use, followed by perceived ease of use and perceived usefulness. So the conclusion is that companies can increase behavioral intention to use through personal information data security which is the largest contributor indicator to personal information security from hacking. The limitations in the research, among others, the limited theoretical studies up to the time of data collection, the location and research objects which only focused on e-wallet users in the DKI Jakarta area, and the number of respondents who had not reached the maximum limit that should have been.
Investment motivation, investment knowledge, investment risk perception on investment decisions mediated by investment interest Sarumaha, Dekapoli; Sugiyanto, Liem Bambang
Indonesian Journal of Multidisciplinary Science Vol. 3 No. 1 (2023): Indonesian Journal of Multidisciplinary Science
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/ijoms.v3i1.703

Abstract

This research aims to identify the relationship between the variables observed in this group of subjects. The main data source was obtained by collecting data from respondents using questionnaires online or in person when meeting students at Bunda Mulia University on the Ancol campus and Serpong campus, and subordinate data sources were obtained from the literature study. The results of processing respondent data found that the investment motivation variable has a negative and significant effect on students' investment decisions in the capital market. The second hypothesis is that investment knowledge is a factor that influences investment decisions in the Theory of Planned Behavior (TPB). It can be interpreted that investment interest acts as a mediating factor that bridges the relationships between the independent variables and dependent variables. Therefore, it is hoped that students will be able to provide education about investment to the public as well as advance the Indonesian capital market, especially for students at Jenderal Soedirman University, so that the number of new investors among students continues to increase and increase.
The Influence of Customer Experience and Brand Awareness on Customer Loyalty Mediated by Customer Satisfaction (Empirical Study: Yoshinoya Restaurant Customers in DKI Jakarta) Tanudjaja, Arvian Yoel; Sugiyanto, Liem Bambang
Journal Research of Social Science, Economics, and Management Vol. 3 No. 2 (2023): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v3i02.542

Abstract

Objective of research is to investigate the effect of customer experience and brand awarness on customer loyalty among Yoshinoya restaurant customers in DKI Jakarta, both directly and indirectly with mediation of customer satisfaction. This study use quantitative approach. A survey was conducted with 171 respondents who had consumed products of Yoshinoya restaurants in DKI Jakarta. Data analysis was performed using Structural Equation Model with AMOS program. The research findings indicate that the customer experience provided by Yoshinoya restaurants does not have a strong and significant relationship with customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. However, it was found that brand awareness has a strong and significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. When mediated by customer satisfaction, turns out customer experience does have a strong and significant relationship with customer loyalty. Enhanced, when brand awareness mediated by customer satisfaction, has a stronger and more significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. The implications of this research suggest that companies can enchance customer loyalty by improving customer experience, brand awareness, and customer satisfaction. This can be achieved through the provision of high-quality food, efficient service in terms of speed, a strong brand, and most importantly ensuring customer satisfaction. Customer satisfaction is crucial in transforming a negative into a more positive one.
The Influence Of Product Quality, Price, And Brand Image On Consumer Loyalty Mediated By Consumer Satisfaction (Empirical Study: Consumers Of Kacang Kulit Dua Kelinci In Jakarta) Kelvin, Kelvin; Sugiyanto, Liem Bambang
Journal Research of Social Science, Economics, and Management Vol. 3 No. 3 (2023): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v3i3.561

Abstract

This research aims to determine how product quality, price, and brand image influence consumer loyalty in consuming Kacang kulit Dua Kelinci, mediated by Consumer Satisfaction. This research uses a quantitative approach. The survey was conducted on 180 respondents who had consumed the Kacang kulit Dua Kelinci in the province of DKI Jakarta. Data analysis was performed using the Structural Equation Model (SEM) AMOS. The research results show that the price of Kacang kulit Dua Kelinci has a strong relationship and a significant influence on consumer loyalty in consuming Kacang kulit Dua Kelinci in DKI Jakarta province. Different from product quality and brand image, which do not have a strong relationship and significant influence on consumer loyalty in consuming Kacang kulit Dua Kelinci. However, product quality, price, and brand image significantly influence consumer loyalty when mediated by consumer satisfaction. The research results also show that, in total, price is the most significant contributor to consumer loyalty, followed by product quality as the second largest contributor, then brand image as the most minor contributor. This conclusion shows that the Kacang kulit Dua Kelinci industry can maximally increase consumer loyalty by increasing consumer satisfaction so that consumers become loyal to continue consuming Kacang kulit Dua Kelinci. The limitation of the research is that the respondents collected only live in DKI Jakarta and focused on one product from the Dua Kelinci brand, Peanut Shell.
The Influence of Celebrity Endorser, Price, and Social Media on Purchase Decisions Mediated by Brand Image (Empirical Study: Shopee Consumers in Jakarta) Yenni, Yenni; Sugiyanto, Liem Bambang
Asian Journal of Social and Humanities Vol. 2 No. 1 (2023): Asian Journal of Social and Humanities
Publisher : Pelopor Publikasi Akademika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59888/ajosh.v2i1.143

Abstract

This study aims to identify the factors influencing purchasing decisions on the shopee e-commerce platform. It analyzed factors such as celebrity endorser, price, and social media influence the purchase decision in Jakarta City, both directly and indirectly mediated by brand image. The research used quantitative methods and was processed using AMOS. The survey was conducted on 15o respondents who met the respondent criteria using purposive, non-probability sampling. The research found that celebrity endorsers and social media did not significantly influence the purchase decision. Meanwhile, price and brand image had a significant influence on purchase decisions. However, after being mediated by brand image, celebrity endorsers showed a more significant influence on purchase decisions. Social media also showed a more significant influence on purchase decisions. In contrast, price's influence on purchase decisions was less significant even after being mediated by brand image. The limitation of the research was the limited respondents, with 150 respondents domiciled in Jakarta who had purchased on the shopee e-commerce platform. This research could be generalized more widely if the samples were taken not only from Jakarta City. The implications of this research provided managerial contributions to the online shop industry, especially an overview of online consumer behavior and an understanding of the factors influencing increased purchase decisions, such as celebrity endorsers, prices, social media, and brand image, so merchants can develop a business strategic plan that aligns with internal and external company conditions.
Co-Authors Kelvin Kelvin Maria, Vita Ramba, Alfa Tiara Sarumaha, Dekapoli Tanudjaja, Arvian Yoel Yenni Yenni