The Determinant Factors of Customer Satisfaction: Promotion, Service Quality and Brand Image

Oktavanny, Aldilla Youthiana; Sulistiadi, Wahyu

doi:10.29138/ijebd.v5i2.1760

Cited by 4 publications

(2 citation statements)

References 8 publications

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“…Akibatnya, dapat dikatakan bahwa proses manajemen perusahaan dapat digunakan sebagai alternatif potensial untuk mengevaluasi kepuasan pelanggan. Oktavanny (2022) menjelaskan bahwa kepuasan pelanggan adalah salah satu proses perusahaan yang paling penting. Akibatnya, untuk memuaskan pelanggan, bisnis harus mengikuti keinginan dan preferensi konsumen yang berubah secara berkala.…”

Section: Kepuasan Pelangganunclassified

Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan dalam Menggunakan Layanan Pesan Antar Makanan di Jakarta

Anggraeni,

Febrilia,

Aditya

2023

JBMK

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ABSTRACT This study aims to determine the effect of promotion and service quality on customer satisfaction in using food delivery services in Jakarta. The sampling method used is purposive sampling with 100 samples of students using Layanan pesan antar makanan. The analysis tool uses SPSS. The results showed that there was a positive and significant effect between promotions on customer satisfaction in using the Layanan pesan antar makanan food delivery service in Jakarta. The second result is that there is a positive and significant influence between service quality and customer satisfaction in using the Layanan pesan antar makanan food delivery service in Jakarta. Then the third result, there is a positive and significant effect between promotion and service quality on customer satisfaction in using the Layanan pesan antar makanan food delivery service in Jakarta. ABSTRAK Pada penelitian ini, memiliki tujuan untuk mengetahui pengaruh promosi dan kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan pesan antar makanan di Jakarta. Metode pengambilan sampel yang digunakan yaitu purposive sampling dengan 100 sampel mahasiswa pengguna layanan pesan antar makanan. Metode analisis menggunakan dengan Regresi berganda yang diolah dengan SPSS. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara promosi terhadap kepuasan pelanggan dalam menggunakan layanan pesan antar makanan di Jakarta. Hasil kedua yaitu terdapat pengaruh yang positif dan signifikan antara kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan pesan antar makanan di Jakarta. Kemudian hasil ketiga, terdapat pengaruh yang positif dan signifikan antara promosi dan kualitas pelayanan terhadap kepuasaan pelanggan dalam menggunakan layanan pesan antar makanan Layanan pesan antar makanan di Jakarta.

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Section: Kepuasan Pelangganunclassified

Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan dalam Menggunakan Layanan Pesan Antar Makanan di Jakarta

Anggraeni,

Febrilia,

Aditya

2023

JBMK

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“…Oleh karena itu, dalam upaya pemenuhan kepuasan pelanggan, perusahaan harus jeli dalam mengetahui pergeseran kebutuhan dan keinginan pelanggan yang berubah dari waktu ke waktu. Jika perusahaan dapat menghasilkan produk dan jasa sesuai dengan yang diinginkan dan dibutuhkan pelanggan, maka pelanggan akan puas (Oktavanny & Sulistiadi, 2022).…”

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Bagaimana Loyalitas Pelanggan Pengguna Pertamini di Kota Jambi?

Surbakti,

Lubis,

Indrawaijaya

2023

jmas

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This study aims to determine and analyze Brand image as Moderating Purchase Decision and Customer Satisfaction on Customer Loyalty of Pertamini Users in Jambi City. This study has a population of all people in Jambi City who have purchased motor vehicle fuel at least once at Pertamini. The analysis tool used in this research is SMART PLS. This study provides the following conclusions: The projected increase in purchasing decisions by product, price and location will increase customer loyalty which is reflected through recommendations, repetition and purchases between lines. Customer satisfaction is projected by service quality, emotional factors can increase customer loyalty which is reflected by recommendations, repetition and purchases between lines. Brand image which is described through recognition, reputation, user image and product image is not able to strengthen or weaken the influence of purchasing decisions projected by product, price and location instead of customer loyalty which is reflected by recommendations, repetition and inter-line purchases. Brand image which is described through recognition, reputation, user image and product image is able to weaken the influence of customer satisfaction which is projected by service quality and emotional factors so as to increase customer loyalty which is reflected through recommendations, repeat purchases and between lines.

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Improving E-Sport Player Loyalty: An Overview of the Game Industry in JABOTABEK, Indonesia

Widjaja,

Samudra,

Chairuddin

et al. 2024

NUSAMBA

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Research Aim: This study investigates the impact of experiential values and promotional activities on player satisfaction, which affects player loyalty in the e-sports industry in the Jabodetabek area. Approach: This study uses the Structural Equation Modeling-Partial Least Squares (SEM-PLS) approach to test the proposed hypotheses and achieve the research objectives. Questionnaires were distributed to 100 respondents who identified as e-sports players in the Jabodetabek area. Research Findings: This study found that experiential values have a positive and significant effect on player satisfaction in the e-sports industry in the Jabodetabek area. However, promotional activities do not significantly affect e-sports player satisfaction. This means that esports companies' promotional efforts may not significantly impact player satisfaction. Theoretical Contribution: This finding suggests that the theory of satisfaction on loyalty also applies to the Jabodetabek esports industry. Practical Implications: This study has significant practical implications for e-sports companies looking to enhance the value of the player experience by increasing the complexity of their games' features. Research Limitations: This study is limited to the Jabodetabek area and may not reflect the same conditions in other areas.

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The Determinant Factors of Customer Satisfaction: Promotion, Service Quality and Brand Image

Cited by 4 publications

References 8 publications

Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan dalam Menggunakan Layanan Pesan Antar Makanan di Jakarta

Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan dalam Menggunakan Layanan Pesan Antar Makanan di Jakarta

Bagaimana Loyalitas Pelanggan Pengguna Pertamini di Kota Jambi?

Improving E-Sport Player Loyalty: An Overview of the Game Industry in JABOTABEK, Indonesia

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