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INDONESIA
Jurnal Komputer Bisnis
Published by Institut Digital Ekonomi LPKIA Bandung
ISSN : 23031096     EISSN : 28087410     DOI : -
Core Subject : Economy, Science, Social,
Computer Science & IT Economics, Econometrics & Finance Environmental Science
Jurnal Ini Fokus mengenai Sistem Informasi, teknologi Informasi, Ekonomi, Keuangan, Akuntansi dan Administrasi BisnisBisnis
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 245 Documents
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THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING THE RELATIONSHIP BETWEEN SERVICE QUALITY AND LOYALTY: AT MOKOPI GARDEN Ismail, Dede; Nisa, Alifia Khairun; Adhadiana, Elysa Fitria; Anakota, Reflita; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

— This study aims to investigate the role of customer satisfaction as a mediating variable in the relationship between service quality and customer loyalty at Mokopi Garden, a growing coffee shop located in Bandung. As competition in the culinary business intensifies, understanding how service quality drives loyalty through customer satisfaction becomes crucial. This research adopts a quantitative approach with a sample of 50 respondents who are regular visitors of Mokopi Garden. Data were collected using a structured questionnaire based on indicators of service quality, customer satisfaction, and loyalty. The collected data were analyzed using SPSS version 26, including regression and mediation analysis (Sobel test) to examine the indirect effect of service quality on loyalty through satisfaction. The findings indicate that service quality has a significant and positive impact on both customer satisfaction and customer loyalty. Furthermore, customer satisfaction partially mediates the relationship between service quality and loyalty. This suggests that while service quality directly influences loyalty, its effect is enhanced when customers are satisfied with the services provided. These results emphasize the importance for Mokopi Garden to consistently deliver high-quality service in order to foster satisfaction and build long-term loyalty among its customers. Practically, this research provides valuable insights for coffee shop managers and marketers to prioritize service improvements as a strategic tool to enhance customer satisfaction and loyalty. The uniqueness of this study lies in its specific focus on a local brand within a competitive urban market, offering contextual relevance and actionable recommendations.
THE INFLUENCE OF SERVICE QUALITY AND PERCEIVED VALUE ON CUSTOMER SATISFACTION: A STUDY OF GACOAN NOODLES BUAH BATU, BANDUNG Rammelbergi, Janadi; Naysa, Kayla Nazwa; Susanti, Femy; Rohmah, Yunia Nur; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

This study aims to explore the relationship between perceived value and service quality and customer satisfaction at Gacoan Buah Batu, Bandung. Understanding the primary factors that influence consumer happiness has become essential for the viability of businesses in the food and beverage sector as competition heats up. This study's main goal is to find out how consumers' opinions about the value and quality of the services they receive affect their entire eating experience and level of satisfaction. Fifteen respondents who frequently shop at Gacoan were interviewed in-depth as part of a qualitative research technique. To find recurrent trends and insights, the data underwent thematic analysis. The results show that clients value cleanliness, perceived pricing, staff response, and timeliness of service highly. When these elements meet or exceed expectations, customer satisfaction significantly increases. Conversely, inconsistencies in service or perceived decline in value lead to dissatisfaction. A notable uniqueness of this study lies in its focus on a single outlet, providing a micro-level understanding of consumer behavior in a specific urban setting. The practical implication of this study suggests that Gacoan can enhance customer loyalty by maintaining consistent service quality and optimizing value perception through promotions or personalized experiences. Businesses in similar markets may also benefit from adopting a localized approach to understanding customer needs. These insights serve as a valuable reference for improving service management strategies in Indonesia’s competitive culinary sector.
ANALISIS PENGARUH BRAND IMAGE MELALUI CUSTOMER PERCEPTIONS TERHADAP CUSTOMER INTENTIONS DI PT. BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN (PERSERO)TBK. KANTOR CABANG BUAH BATU Susilawati Sugiana, Neng Susi; Amelia, Putri Restu; M Nainggolan, Flora Citra
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Brand Image terhadap Customer Intentions melalui Customer Perceptions di PT. Bank BJB (Persero) Tbk Kantor Cabang Buah Batu. Metode penelitian menggunakan pendekatan kuantitatif dengan teknik analisis Structural Equation Modeling (SEM) berbasis AMOS. Populasi penelitian adalah nasabah Bank BJB KC Buah Batu dengan sampel yang ditentukan melalui teknik purposive sampling. Variabel penelitian meliputi Brand Image (X), Customer Perceptions (Z), dan Customer Intentions (Y). Analisis model dilakukan dengan uji validitas, reliabilitas, Confirmatory Factor Analysis (CFA), serta pengujian kelayakan model menggunakan Goodness of Fit Index (Chi-square, GFI, CFI, TLI, RMSEA). Hasil penelitian menunjukkan bahwa Brand Image berpengaruh positif dan signifikan terhadap Customer Perceptions dan Customer Intentions. Customer Perceptions juga berpengaruh signifikan terhadap Customer Intentions, serta memediasi pengaruh Brand Image terhadap Customer Intentions. Nilai GOF menunjukkan model berada dalam kategori fit (Chi- square/df = 1,890; GFI = 0,910; CFI = 0,952; TLI = 0,944; RMSEA = 0,048). Temuan ini mempertegas bahwa penguatan citra merek melalui persepsi positif nasabah mampu meningkatkan niat perilaku dalam penggunaan layanan perbankan.
THE IMPACT OF A SLOGAN ON LOYALTY IN HIGHER EDUCATION: A CASE STUDY AT IDE LPKIA Dahlia, Anum; Kayla Hasan, Aneilla Jaleesa; Choirunisa, Fildza; Sahiira Gaydha, Aisya Ghina; Syah, Sopviyan; Susilawati Sugiana, Neng Susi
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

This study aims to explore the impact of institutional slogans on student and alumni loyalty in higher education, with a case study conducted at IDE LPKIA. The slogan under examination, "Graduates are Easily Employed and Internationally Certified," serves as the focal point for analyzing perceptions, motivations, and brand loyalty among stakeholders. Employing a qualitative research method, the study involved 20 respondents consisting of current students and alumni. Data were collected through in-depth interviews and open-ended questionnaires to capture the nuanced opinions and lived experiences of the participants. The findings reveal that while many respondents perceive the slogan as a strong motivational factor and a key reason for choosing IDE LPKIA, others regard it primarily as a marketing tool with limited influence on actual loyalty. Moreover, the slogan’s promise of employability and certification positively correlates with students’ sense of institutional pride and commitment. Practical implications of this study suggest that higher education institutions must ensure alignment between slogan messaging and real student outcomes to strengthen loyalty and institutional reputation. The study contributes to understanding how branding elements such as slogans can influence long-term stakeholder engagement in the education sector
The Influence of Price and Product Quality on Purchasing Decisions of EIGER Products Hamdani, Deden Sofyan; Mulya Andriana, Zaky Ralf; Susilawati Sugiana, Neng Susi; Sulastri, Tuti
Jurnal Komputer Bisnis Vol 18 No 1 (2025): Jurnal Komputer Bisnis
Publisher : LPKIA

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Abstract

This study explores the influence of price and product quality on purchasing decisions of EIGER products, a leading Indonesian outdoor brand. The primary objective is to analyze how consumers interpret and respond to EIGER's pricing strategies in relation to their perception of product quality. The research employs a qualitative method involving 20 purposively selected respondents who have experience purchasing EIGER products. Through in-depth interviews, the study identifies key factors that shape consumer decisions, such as perceived durability, brand image, and value for money. Findings reveal that while EIGER enjoys strong brand recognition, there is a discrepancy between consumer expectations and actual product performance, particularly in areas such as material durability and pricing fairness. Several respondents expressed skepticism toward EIGER's premium pricing, citing inconsistent quality and lack of after-sales support. These insights suggest that EIGER must realign its quality standards with consumer expectations to maintain brand loyalty and competitive advantage. The practical implications include the need for improved quality control and more transparent communication strategies regarding product features and benefits. This study is unique in its focus on a national brand in an emerging market, offering localized insights that are often overlooked in global literature.

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