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All Journal Journal of Economic, Bussines and Accounting (COSTING) Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen Dan Bisnis
David Christian
Universitas Esa Unggul
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS PENGARUH MEMBER CARD, CUSTOMER REWARD PROGRAM, DAN SERVICE QUALITY, TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MODERASI David Christian; Hendy Tannady
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/xp2bc930

Abstract

Retail companies are required not only to attract new customers but also to strengthen customer engagement through innovative marketing strategies such as the implementation of member cards, customer reward programs, and improvements in service quality and customer satisfaction. Member card programs provide added value in the form of discounts, gifts, and exclusive services, thereby encouraging customer loyalty. Meanwhile, customer reward programs serve as incentives to retain customers in the long term. In addition, service quality and customer satisfaction are key determinants in building customer loyalty, which is reflected not only through repeat purchases but also through customers’ willingness to recommend the brand to others.This study aims to analyze the influence of member cards, customer reward programs, and service quality on customer loyalty in plastic retail companies, both partially and simultaneously, with customer satisfaction functioning as a moderating variable. The findings indicate that member cards, customer reward programs, and service quality each have a positive effect on customer loyalty. Furthermore, customer satisfaction strengthens the relationship between member card usage, customer reward programs, service quality, and customer loyalty.
Analisis Kualitatif Implementasi Hadirr.com dalam Mengatasi Fraud Absensi pada Perusahaan Ritel Multilokasi : Studi Fenomenologi di 72 Cabang Banten-Bogor David Christian; Safuan Safuan
Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis Vol. 3 No. 3 (2025): Juli : Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/manuhara.v3i3.2009

Abstract

A manual attendance system was previously used to manage the attendance list of each employee. However, this application causes attendance fraud. Therefore, the attendance system was changed into a digital form to reduce attendance fraud and improve discipline. This qualitative study was conducted through the phenomenological method by examining the implementation of the Hadirr.com digital attendance system in a 72-branch retail network in Banten-Bogor. Data in this study was collected through in-depth interviews with 45 informants (HRD managers, branch supervisors, and employees) and participatory observation for 6 months. The findings revealed three main themes, namely the absenteeism fraud patterns that developed before and after implementation, changes in work culture related to attendance and discipline post-implementation, and social interaction patterns formed due to implementation. This study provides a conceptual framework on the determinants of a successful digital time attendance system in a multi-site retail environment.
Co-Authors Hendy Tannady Safuan Safuan