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All Journal Journal of Innovative and Creativity
I Gusti Ayu Tirtayani
Universitas Pendidikan Nasional
Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepercayaan Sebagai Mediasi pada Puri Laundry: Penelitian Anak Agung Ngurah Bagus Narendra; I Gusti Ayu Tirtayani; Nyoman Sri Manik Parasari; Ni Putu Nina Eka Lestari
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.5211

Abstract

This study aims to determine the effect of service quality on customer loyalty with trust as a mediating variable at Puri Laundry located at Jalan Tukad Punggawa No. 18, Dauh Puri Klod, South Denpasar, Denpasar City, Bali. The background of this study departs from the phenomenon of declining profits and customers switching to other service providers after employee turnover, which is indicated to be influenced by a decline in service quality and a decline in customer trust. This study uses a quantitative approach with a causal research design. Data were obtained by distributing questionnaires to 95 customers selected using a stratified random sampling technique from a total population of 2,137 customers. Variable measurement uses a five-point Likert scale, and data analysis was carried out using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The results show that service quality has a positive and significant effect on trust, so that the better the quality of service provided, the higher the level of customer trust. Trust is also proven to have a positive and significant effect on customer loyalty, which indicates that customer confidence in the security, consistency, and reliability of services can encourage loyal behavior. However, service quality did not have a significant direct effect on customer loyalty, indicating that service improvements do not necessarily lead to loyalty without trust. This study also found that trust significantly mediated the relationship between service quality and customer loyalty, making trust a key element bridging customer perceptions of service and their decision to remain loyal.
Dinamika Materialisme, Kontrol Diri, dan Pembelian Impulsif dalam Fenomena PayLater I Gusti Ayu Tirtayani; Gusti Ayu Aghivirwiati
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.5902

Abstract

Perkembangan layanan kredit digital seperti PayLater telah mengubah pola konsumsi masyarakat, khususnya di kalangan pengguna e-commerce. Kemudahan akses kredit ini tidak hanya memfasilitasi pemenuhan kebutuhan, tetapi juga berpotensi mendorong perilaku konsumtif dan pembelian impulsif. Penelitian ini bertujuan untuk menganalisis pengaruh materialisme terhadap perilaku impulsive buying pada pengguna PayLater di e-commerce, serta menguji peran self-control sebagai variabel moderasi dalam hubungan tersebut. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik pengumpulan data melalui kuesioner kepada pengguna PayLater. Analisis data dilakukan menggunakan metode Partial Least Square – Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa materialisme berpengaruh positif dan signifikan terhadap impulsive buying. Sementara itu, self-control memiliki arah pengaruh negatif dalam memoderasi hubungan antara materialisme dan impulsive buying, namun efek tersebut tidak signifikan. Hal ini mengindikasikan bahwa kemampuan pengendalian diri individu belum cukup kuat untuk meredam dorongan konsumtif yang bersumber dari orientasi materialistis, khususnya ketika didukung oleh kemudahan penggunaan PayLater. Nilai R Square sebesar 0,297 menunjukkan bahwa model penelitian ini menjelaskan 29,7% variasi perilaku impulsive buying, sedangkan sisanya dipengaruhi oleh faktor lain di luar model. Penelitian ini memberikan implikasi penting bagi konsumen, platform e-commerce, serta penyedia layanan PayLater dalam memahami risiko perilaku konsumtif di era kredit digital.
Co-Authors Anak Agung Ngurah Bagus Narendra Gusti Ayu Aghivirwiati Ni Putu Nina Eka Lestari Parasari, Nyoman Sri Manik