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Management Science Research Journal
Published by PT Larva Wijaya Penerbit
ISSN : 28284216     EISSN : 28284216     DOI : https://dx.doi.org/10.56548/msr
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
The Journal of Management Science Research (MSR) is an International Journal which has committed to publishing empirical and theoretical research articles, that have a high impact on the management field as a whole. The journal encourages new ideas or new perspectives on existing research. The journal covers such areas as: Business / Management Organizational behaviours Human resource management Organizational theory Entrepreneurship Accounting or Finance Review Issues are published on February, May and October. These issues include widely read and widely cited collections of articles in the field of management and have become a major resource for management research. The Review Issues cover a broad range of topics from a wide range of academic disciplines, methodologies, and theoretical paradigms
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 134 Documents
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Brand Image and Customer Retention in Tourism Destinations: The Mediating Role of Customer Satisfaction: Case of Visitors to Mahoni Bangun Sentosa Tourist Destination dzulqarnain, maulana; Lutfi; Setya, Yanto Azie
Management Science Research Journal Vol. 5 No. 1 (2026): FEBRUARY 2026
Publisher : PT Larva Wijaya Penerbit

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56548/msr.v5i1.202

Abstract

The purpose of this study is to examine the effect of brand image on customer retention with customer satisfaction as a mediating variable, as well as the role of physical evidence, among visitors of Mahoni Bangun Sentosa Tourism. This study employs a quantitative research approach using a survey method. Data were collected from 150 respondents who had visited Mahoni Bangun Sentosa Tourism at least once, selected through purposive sampling. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4 software to test the proposed hypotheses. The results of this study indicate that: (1) brand image has a positive and significant effect on customer retention; (2) brand image has a positive and significant effect on customer satisfaction; (3) customer satisfaction has a positive and significant effect on customer retention; (4) customer satisfaction is able to mediate the effect of brand image on customer retention; (5) physical evidence has a positive and significant direct effect on customer retention; (6) physical evidence does not moderate the relationship between brand image and customer retention. These findings imply that strengthening brand image and enhancing customer satisfaction are essential strategies to improve customer retention in tourism destinations, while physical evidence serves as a direct supporting factor rather than a moderating variable.
The INFLUENCE OF SERVICESCAPE AND CUSTOMER EXPERIENCE ON CUSTOMER LOYALTY WITH CUSTOMER TRUST AS AN INTERVENING VARIABLE (A Study of Customers at Empat Coffee and Spaces in Cilegon City) hidayatulloh, lukman
Management Science Research Journal Vol. 5 No. 1 (2026): FEBRUARY 2026
Publisher : PT Larva Wijaya Penerbit

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56548/msr.v5i1.203

Abstract

This study aims to determine the influence of Servicescape, Customer Experience, and Customer Loyalty, mediated by Customer Trust, on consumers of Empat Coffee and Space in Cilegon City. The method used in this study is quantitative research. The population in this study were consumers of Empat Coffee and Space in Cilegon City. The sample size of this study was 168 respondents, using Purposive Sampling and Convenience Sampling methods. The data analysis technique used in this study was Structural Equation Modeling (SEM) using the SmartPLS4 analysis tool. The results of this study indicate that: (1) Servicescape has a positive and significant effect on Customer Loyalty; (2) Customer Experience has a positive and significant effect on Customer Loyalty; (3) Customer Trust has a positive and significant effect on Customer Loyalty; (4) Servicescape has a positive and significant effect on Customer Trust; (5) Customer Experience has a positive and significant effect on Customer Trust; (6) Customer Trust mediates the effect of Servicescape on Customer Loyalty; (7) Customer Trust mediates the effect of Customer Experience on Customer Loyalty.
The Influence of Consumer Dissatisfaction and Variety Seeking on Brand Switching (A Study of Tumbler Tupperware Users in Surabaya) Amirah Cetta Candraningtyas; Hery Pudjoprastyono
Management Science Research Journal Vol. 5 No. 2 (2026): MAY 2026
Publisher : PT Larva Wijaya Penerbit

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56548/msr.v5i2.211

Abstract

This study aims to analyze the influence of consumer dissatisfaction and variety seeking on brand switching among users of Tupperware water bottles (tumblers) in Surabaya. The research method used was a quantitative approach with purposive sampling of 90 respondents who had used Tupperware and switched to another brand. Data collection was conducted via a questionnaire using a Likert scale, followed by analysis using Partial Least Squares (PLS-SEM). The results indicate that Consumer Dissatisfaction has a positive and significant effect on Brand Switching, with a coefficient of 0.338 and a p-value of 0.000. Additionally, Variety Seeking also has a positive and significant influence with a coefficient of 0.631 and a p-value of 0.000, and it is the more dominant variable in influencing Brand Switching. The research model explains 57.3% of the variation in Brand Switching.
THE EFFECT OF SERVICE QUALITY, PROMOTION AND PRICE PERCEPTION ON CUSTOMER LOYALTY AT THE BUMANTARA COFFEE SHOP IN SURABAYA CITY: THE EFFECT OF SERVICE QUALITY, PROMOTION AND PRICE PERCEPTION ON CUSTOMER LOYALTY AT THE BUMANTARA COFFEE SHOP IN SURABAYA CITY Septian Adi, Muhammad; Pudjoprastyono, Hery
Management Science Research Journal Vol. 5 No. 2 (2026): MAY 2026
Publisher : PT Larva Wijaya Penerbit

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56548/msr.v5i2.213

Abstract

This study aims to analyze the effect of service quality, promotion, and price perception on customer loyalty at Toko Kopi Bumantara in Surabaya. The research employs a quantitative approach, with data collected throughquestionnaires distributed to customers and analyzed usingthe Partial Least Square (PLS) method. The independentvariables include service quality, promotion, and priceperception, while the dependent variable is customer loyalty. The results indicate that service quality, promotion, and priceperception have a positive and significant effect on customerloyalty. These findings suggest that improving servicequality, implementing effective promotional strategies, andmaintaining favorable price perceptions can enhancecustomer loyalty sustainably.

Page 14 of 14 | Total Record : 134

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