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All Journal Journal of Economic, Bussines and Accounting (COSTING) Golden Ratio of Mapping Idea and Literature Format
Ike Kusdyah Rachmawati
Institut Teknologi dan Bisnis Asia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Library & Information Science Social Sciences

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PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN PADA PRODUK AYAM PENYET BANDUNG Erna Sari; Ike Kusdyah Rachmawati; Yunus Handoko
Journal of Economic, Bussines and Accounting (COSTING) Vol. 9 No. 1 (2026): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/20bpst94

Abstract

Pertumbuhan dan perkembangan Industri kuliner di Indonesia terus mengalami perkembangan pesat setiap tahunnya. Kondisi ini disebabkan peningkatan daya beli masyarakat, perkembangan gaya hidup, dan berkembangnya tren berburu kuliner di berbagai daerah. Persaingan yang ketat mendorong pelaku industri kuliner untuk menciptakan makanan dengan cita rasa yang khas sehingga berbeda dari kompetitor lainnya. Tujuan penelitian untuk menganalisis pengaruh langsung dan tidak langsung kualitas produk dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel mediasi pada Ayam Penyet Bandung. Teknik pengambilan sampel menggunakan purposive samping. Metode penelitian yang digunakan metode kuantitatif dengan jenis penelitian survei. Populasi penelitian yaitu pelanggan Ayam Penyet Bandung dengan jumlah sampel 190 orang. Hasil penelitian yaitu 1) Kualitas produk memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan, 2) Kualitas pelayanan memiliki pengaruh positif namun tidak signifikan terhadap kepuasan pelanggan, 3) Kualitas produk memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan, 4) Kualitas pelayanan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan, 5) Kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan, 6) Kepuasan pelanggan tidak mampu memediasi pengaruh kualitas produk terhadap loyalitas pelanggan, dan 7) Kepuasan pelanggan tidak mampu memediasi pengaruh kualitas pelayanan terhadap loyalitas pelanggan.
Influence of Service Quality and Owner's Personal Branding on Decisions to Use Training Services Through Customer Trust R. Rianik; Ike Kusdyah Rachmawati; Yunus Handoko
Golden Ratio of Mapping Idea and Literature Format Vol. 6 No. 3 (2026): May - July
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grmilf.v6i3.2121

Abstract

This study aims to analyze the influence of service quality and the owner's personal branding on customers' decision to use training services, through customer trust, at PT Kemilau Cahaya Inspirasi, Sidoarjo. The study used primary data collected through questionnaires distributed to training participants who had attended training more than once during the period from January 2023 to September 2025, with a sample of 80 respondents. The sampling technique was non-probability purposive sampling. The data were analyzed quantitatively using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS. The results indicate that service quality and the owner's personal branding have a positive and significant effect on customer trust; however, they do not directly affect the decision to use training services. Customer trust significantly affects the decision to use training services and serves as a mediating variable. The main finding of this study shows that customer trust is a key factor that bridges the influence of service quality and personal branding on customers' decisions to use training services. Accordingly, trust plays a strategic role in strengthening the decision to use training services.
Co-Authors Erna Sari R. Rianik Yunus Handoko