Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal MABIS: Manajemen dan Bisnis
Kuleh, J
Unknown Affiliation
Economics, Econometrics & Finance Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Impact of brand equity and after-sales service on satisfaction and repurchase intention in a chinese heavy equipment brand Ilman, Rizqin; Hudayah, Syarifah; Kuleh, J
Manajemen dan Bisnis Vol 25, No 1 (2026): March 2026
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/mabis.v25i1.1054

Abstract

Customer retention is a critical issue in the business-to-business heavy equipment industry which is characterized by high investment value operational risk and long-term relational exchanges. This study aims to examine the effects of brand equity and after-sales service on customer satisfaction and their implications for repurchase intention in a Chinese heavy equipment brand operating in Samarinda Indonesia. A quantitative explanatory approach was employed using survey data collected from 120 corporate customers who are directly involved in purchasing decisions and equipment usage. Data were analyzed using SEM-PLS Modeling. The findings indicate that brand equity and after-sales service both enhance customer satisfaction however their influences on repurchase intention differ in mechanism. Brand equity does not directly affect repurchase intention but operates through customer satisfaction suggesting that brand-related perceptions must be validated by satisfactory post-purchase experiences. In contrast after-sales service influences repurchase intention both directly and indirectly through customer satisfaction highlighting the strategic importance of post-purchase support in reducing operational risk. Overall customer satisfaction emerges as a key mechanism linking brand and service-related factors to repurchase intention. This study provides practical insights for heavy equipment suppliers to prioritize service excellence and experiential validation of brand value to strengthen long-term customer relationships.
Digital marketing, customer satisfaction, and customer loyalty in influencing sales at Alfamidi retail Hidayah, Nurul; Hudayah, Syarifah; Kuleh, J
Manajemen dan Bisnis Vol 25, No 1 (2026): March 2026
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/mabis.v25i1.1061

Abstract

This study examines the influence of digital marketing, customer satisfaction, and customer loyalty on retail sales at Alfamidi. The research aims to determine both the individual and simultaneous effects of these variables on retail performance. A quantitative explanatory approach was employed, with 140 respondents selected using purposive sampling based on their experience with Alfamidi’s digital platforms. Data were collected through online questionnaires, observations, and informal interviews. Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to analyze the measurement and structural models, including assessments of validity, reliability, coefficient of determination, and path significance. The results indicate that digital marketing, customer satisfaction, and customer loyalty have positive and significant effects on Alfamidi’s retail sales. The R-Square value of 0.724 demonstrates that these three variables collectively explain 71.8% of the variation in retail sales, while the remaining 28.2% is influenced by other factors outside the model. These findings highlight the critical role of integrating effective digital marketing strategies with high-quality customer service to enhance satisfaction and loyalty, thereby driving sales growth and ensuring sustainable business performance in Indonesia’s modern retail sector.
Co-Authors Ilman, Rizqin NURUL HIDAYAH Syarifah Hudayah