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Angelia Putriana
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Jl. Bunga Cempaka No. 51D. Medan. Indonesia
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INDONESIA
Jurnal Manajemen
Published by Yayasan Literasi Sains Indonesia
ISSN : 28100484     EISSN : 28098099     DOI : https://doi.org/10.55123/mamen
Core Subject : Economy, Science,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance
MAMEN adalah Jurnal Manajemen yang diterbitkan 4 (empat) kali dalam setahun, yaitu pada bulan Januari, April, Juli dan Oktober oleh Yayasan Literasi Sains Indonesia. Jurnal ini merupakan jurnal yang dapat akses secara terbuka bagi para Peneliti, Mahasiswa dan Dosen yang ingin mempublikasikan hasil penelitiannya pada bidang Manajemen. Jurnal MAMEN mempublikasikan artikel-artikel kajian empiris dan teoritis dalam bidang manajemen produksi dan operasional, keuangan, pemasaran, sumber daya manusia dan berbagai topik yang relevan.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 242 Documents
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Pengaruh Kualitas Produk dan Kualitas Layanan terhadap Kepuasan Konsumen Shopee Bunga Citra Lestari; Assyaf, Bainun Maulana; Qamar, Reda Ebadi; ‘Ainizzahwa, Khilwah; Asyifa, Eteh Resa
MAMEN: Jurnal Manajemen Vol. 5 No. 1 (2026): Januari 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/mamen.v5i1.7437

Abstract

Consumer satisfaction is defined as a feeling of pleasure or disappointment that arises from a comparison between the performance of products and services received and prior expectations. This research employs a quantitative approach with an associative method to examine the relationships and influences among variables. Primary data were collected through an online questionnaire using a Likert scale distributed to Shopee users. Data analysis was conducted using multiple linear regression with the assistance of SPSS software, preceded by validity and reliability tests as well as classical assumption tests, and followed by t-tests and an F-test. The results indicate that all research instruments are valid and reliable, and the regression model meets the assumptions of normality and absence of multicollinearity. Partially, both product quality and service quality have a positive and significant effect on consumer satisfaction. Simultaneously, product quality and service quality also have a significant effect on consumer satisfaction. Furthermore, the findings reveal that service quality has a more dominant influence than product quality. These results suggest that improving product quality and, in particular, service quality is crucial for enhancing consumer satisfaction and creating a positive shopping experience on e-commerce platforms.
Pengaruh Tanggung Jawab Sosial Perusahaan terhadap Word of Mouth Elektronik PT Pegadaian yang Dimediasi oleh Citra Perusahaan dan Pengembangan Merek Salwa Ramadhan; Sri Wahyuni
MAMEN: Jurnal Manajemen Vol. 5 No. 1 (2026): Januari 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/mamen.v5i1.7580

Abstract

This research aims to explore the extent to which Corporate Social Responsibility (CSR) initiatives carried out by PT Pegadaian influence the community, encompassing both customers and non-customers, as reflected through the Word of Mouth variable. In addition, the study examines the mediating role of Corporate Image and Brand Development in the relationship between CSR and Word of Mouth. The sampling method applied is Non-Probability Sampling, where respondents are selected based on the researcher’s subjective judgment rather than randomization. Data collection employed a Likert scale to measure perceptions, while path analysis using the Partial Least Square (PLS) application was utilized to test the proposed model. The findings reveal that CSR significantly affects Word of Mouth, both directly and indirectly through Corporate Image and Brand Development. Hypothesis testing results indicate that seven hypotheses were accepted and one was rejected. These findings underscore the strategic importance of CSR not only as a social responsibility mechanism but also as a communication tool that strengthens corporate image and brand development. Ultimately, CSR contributes to building positive perceptions, enhancing brand communication, fostering community engagement, and increasing customer loyalty. This study highlights the role of CSR as a multidimensional driver that integrates social impact with marketing effectiveness, thereby reinforcing the sustainability and competitiveness of PT Pegadaian in the marketplace.

Page 25 of 25 | Total Record : 242

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