Pengaruh E-Service Quality dan Brand Image Terhadap Continuance Usage Intention Platform DANA Dompet Digital oleh Generasi Y dan Z

The purpose of this study is to test whether E-Service Quality and Brand Image affect the Continuance Usage Intention of the DANA Dompet Digital Indonesia Platform. This study uses quantitative research, the population of this study is the users of DANA Dompet Digital Indonesia. The research data was collected through a questionnaire with a sample of 100 respondents consist of 73 women and 27 men respondents using non-probability sampling (purposive sampling) is a sampling technique based on certain considerations that are considered to represent, a population with the categories of generations Y and Z in the age range of 17-40 years and majority respondents are university students. Data were analyzed using SPSS 25 and SmartPLS 3.0. The results showed that E-Service Quality had a significant effect on the Continuance Usage Intention of the DANA Dompet Digital platform and Brand Image had a significant effect on the Continuance Usage Intention of DANA Dompet Digital.

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The Effect of Tourism Facilities, Service Quality and Promotion of Tourist Satisfaction in South Pesisir District

J-MAS (Jurnal Manajemen dan Sains) ◽

10.33087/jmas.v5i1.141 ◽

2020 ◽

Vol 5 (1) ◽

pp. 5

Author(s):

Arif Mustaqim Bahar ◽

Maizaldi Maizaldi ◽

Novrianto Putera ◽

Resky Widiestuty ◽

Syafrianto Chaniago ◽

...

Keyword(s):

Data Collection ◽

Service Quality ◽

Quantitative Research ◽

Sampling Technique ◽

Probability Sampling ◽

Purposive Sampling ◽

Tourist Satisfaction ◽

Coastal District

The purpose of this study was to determine the effect of tourism facilities on tourist satisfaction in South Coastal District, to determine the effect of service quality on tourist satisfaction in South Coastal District, to determine the effect of promotion on tourist satisfaction in South Coastal District. The method used is a quantitative research using descriptive, while the data collection used questionnaire. The sampling technique is non probability sampling with a type of purposive sampling of 115 respondents. The results of this study can be concluded that the: (1) Tourism facilities has a positive and significant effect on tourist satisfaction in South Coastal District. (2) Service quality has a positive and significant effect on tourist satisfaction in South Coastal District. (3) Promotion has a positive and significant effect on tourist satisfaction in South Coastal District.

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Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions

SHS Web of Conferences ◽

10.1051/shsconf/20207601043 ◽

2020 ◽

Vol 76 ◽

pp. 01043

Author(s):

Reynaldo Reynaldo ◽

Widjojo Suprapto ◽

Yahya Jani

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Quantitative Research ◽

Sampling Technique ◽

Probability Sampling ◽

Service Convenience ◽

The Impact

Indonesia is a country consisting of thousands of islands surrounded with straits and seas. Along with the increasing online businesses, the number of shipping expeditions is growing as well. In order to win the competition, many shipping expeditions offer various conveniences and services. This research is testing the impact of service conveniences and service quality to customer satisfaction in shipping expedition businesses in Surabaya. The data are collected by questionnaires because this is a quantitative research. The questionnaires are distributed to 100 respondents who are selected from the consumers using a non-probability sampling technique. Then, the data are processed using a SmartPLS program to obtain the results that service convenience does not bring any effect on customer satisfaction, but service convenience has a positive significant effect on service quality and service quality also has a positive significant effect on customer satisfaction

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PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING

Jurnal Riset Manajemen dan Bisnis ◽

10.21460/jrmb.2019.141.313 ◽

2019 ◽

Vol 14 (1) ◽

pp. 15

Author(s):

Willy Setiawan Hendarta ◽

Annie Susanto

Keyword(s):

Service Quality ◽

Customer Relationship Management ◽

Customer Value ◽

Quantitative Research ◽

Brand Image ◽

Sampling Technique ◽

Customer Relationship ◽

Purposive Sampling ◽

Mediating Role

This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.

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ANALISIS PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PENGGUNA JASA PENGIRIMAN (Study Kasus Pada Pengguna Jasa JNE Express Across Nations Cabang Nganjuk)

CAPITAL JURNAL EKONOMI DAN MANAJEMEN ◽

10.25273/capital.v1i1.2133 ◽

2018 ◽

Vol 1 (1) ◽

pp. 1

Author(s):

Altofu Rohman ◽

Aglis Andhita Hatmawan

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Research Method ◽

Quantitative Research ◽

Brand Image ◽

Research Result ◽

Sampling Technique ◽

Significance Level ◽

Independent Variables

This study aims to determine the effect of brand image and service quality on the decision to use the services of PT JNE in Nganjuk city. The research method used is quantitative research method with descriptive research type. The decision to use services (Y) is a dependent variable, while brand image (X1) and service quality (X2) are independent variables. Sampling technique using Accidental sampling technique is the form of sampling based on coincidence where, anyone who happens to meet with the researcher and considered suitable to be the source of data that will be the sample of this study. From the research result, it can be seen that multiple linear regression equation coefficient value of brand image 2,833 and value of service quality coefficient 5,316 and variable of brand image strategy (X1) have significant influence to decision using JNE (Y) service equal to 56,55% and service quality variable (X2) Significant effect on the decision to use JNE (Y) service equal to 67,77%, meaning that brand image and service quality equally influence to decision using JNE services. In the t test it can be said that if the brand image is increased 1% or one unit, it can improve the decision using JNE services of 53.9%, while if the quality of service increased 1% or one unit, it can increase the decision using services of 47 %. In the F test, the value of F arithmetic is 2.833. Because F arithmetic> F table (2.833> 0.677), it can be concluded that the model used is correct. When viewed from probability, where the probability (0,000) <significance level (0.05), then the equation model Y = a + b1X1 + b2X2 used is acceptable. This shows the effect of independent variables (brand image and service quality) simultaneously significant to delivery decisions, whereby the higher the influence of brand image on the decision to use services and the higher the quality of service, the decision to use services will increase and increase. The brand image is offered in accordance with the quality of services offered so that the decision to use is increasing. Keywords: brand image and service quality, decision using JNE services.

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Peran citra merek hijau, niat merek untuk meningkatkan loyalitas pembelian

Journal of Business and Information Systems (e-ISSN: 2685-2543) ◽

10.36067/jbis.v3i1.94 ◽

2021 ◽

Vol 3 (1) ◽

pp. 1-9

Author(s):

Sri Rahayu ◽

Rin Nanik ◽

Susi Sulastri

Keyword(s):

Structural Equation Modeling ◽

University Students ◽

Structural Equation ◽

Brand Image ◽

Sampling Technique ◽

Research Data ◽

Equation Modeling ◽

Future Research ◽

Minimum Age

This study aims to determine the role of green brand image in an effort to increase brand intention, and purchase loyalty. Research locations were held in various universities in the province of D.I.Yogyakarta. The population of this research is university students, and the research sample is 222 students. The sampling technique uses purposive sampling technique, minimum age 18, and a maximum 25 years old, laptop users at least 1 year. Data were collected through a survey by distributing questionnaires. The research data is processed using structural equation modeling, AMOS 21 program. The results of this study indicate that green brand image has a positive and significant effect on brand intention, and purchase loyalty. The more the green brand image increases, the more brand intention and purchase loyalty increases. This study also has limitations, and includes suggestions for future research.

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PENGARUH BRAND IMAGE, PERSEPI HARGA, DAN SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN

Jurnal Muara Ilmu Ekonomi dan Bisnis ◽

10.24912/jmieb.v3i1.3300 ◽

2019 ◽

Vol 3 (1) ◽

pp. 20

Author(s):

Yessica Oscar ◽

Keni Keni

Keyword(s):

Service Quality ◽

Sampling Method ◽

Brand Image ◽

Sampling Technique ◽

Total Sample ◽

Purchasing Decisions ◽

Probability Sampling ◽

Price Perception ◽

Analysis Techniques ◽

Convenience Sampling

Penelitian ini bertujuan untuk mendapatkan bukti empiris mengenai pengaruh brand image, persepsi harga, dan service quality terhadap keputusan pembelian konsumen. Populasi dalam penelitian ini adalah para konsumen donat. Penelitian ini dibatasi pada konsumen donat di Jakarta. Metode pengambilan sampel menggunakan teknik non-probability sampling berupa convenience sampling dengan jumlah sampel sebanyak 152 konsumen. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner secara online dan offline. Teknik analisis data dengan menggunakan metode analisis regresi berganda. Hasil penelitian ini menunjukkan bahwa brand image, persepsi harga, dan service quality memiliki pengaruh terhadap keputusan pembelian konsumen. Brand image, persepsi harga, dan service quality yang baik dapat memberikan pengaruh yang baik pula terhadap keputusan pembelian konsumen demi keberlanjutan bisnis perusahaan. This study aims to obtain empirical evidence about the influence of brand image, price perception, and service quality on consumer purchasing decisions. The population in this study is donut consumers. This research is limited to donut consumers in Jakarta. The sampling method uses a non-probability sampling technique in the form of convenience sampling with a total sample of 152 consumers. Data collection method is done by distributing questionnaires online and offline. Data analysis techniques using multiple regression analysis methods. The results of this study indicate that brand image, price perception, and service quality have an influence on consumer purchasing decisions. Good brand image, price perception, and service quality can have a good influence on consumer purchasing decisions for the company's business sustainability.

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PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE DI LAMONGAN

HUMANIS: Jurnal Ilmu-Ilmu Sosial dan Humaniora ◽

10.52166/humanis.v12i2.1968 ◽

2020 ◽

Vol 12 (2) ◽

pp. 123-135

Author(s):

Nawari Nawari ◽

Sigit Marianto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Quantitative Research ◽

Brand Image ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

T Test ◽

Coefficient Of Determination ◽

Motorcycle Taxi

This study aims to determine the effect of service quality, price, brand image on satisfaction of ojek online transportation customers in Lamongan. This study is a survey with quantitative research. The population in this study is Cak Ed Lamongan online motorcycle taxi customers. Sampling used a purposive sampling technique and obtained a sample of 100 respondents using the formula Rao Purba. Data collection techniques in this study used interviews and questionnaires. Analysis of the data used were the validity test, the reliability test, the multiple linear regression analysis, the classic assumption test, the coefficient of determination R2 test, and hypothesis was tested through t test that was used to determine the effect of service quality, price and brand image partially on satisfaction of ojek online transportation customers in Lamongan. From the analysis, results obtained of t test results variable service quality was tcount = 3.934 > ttable = 1.660 which states that the quality of service affects customer satisfaction. Price variable was tarithmetic = 3,622 > ttable = 1,660 which indicates that price influences customer satisfaction, and brand image variable tcount = 2,216 > ttable = 1,660 which states that brand image influences customer satisfaction. While R square of 0.783 shows that 78.3% of the variable Customer satisfaction is influenced by service quality, price, and brand image. While the remaining 21.7% is influenced by other variables that were not examined.

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Brand image sebagai Strategi Peningkatan Jumlah Wisatawan Danau Toba "Monaco of Asia" di Kabupaten Samosir

Journal of Education, Humaniora and Social Sciences (JEHSS) ◽

10.34007/jehss.v3i2.357 ◽

2020 ◽

Vol 3 (2) ◽

pp. 533-537

Author(s):

Hengki Mangiring Parulian Simarmata ◽

Roy Sahputra Saragih

Keyword(s):

Quantitative Research ◽

Brand Image ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Research Data ◽

Coefficient Of Determination ◽

Simple Linear Regression ◽

Tourism Destinations ◽

Tourism Image ◽

Positive Effect

Lake Toba is one of the priority tourism destinations which has natural, cultural, and spiritual wealth. In realizing Lake Toba as the Monaco of Asia, it is necessary to pay attention to various aspects, one of which is the tourism image of Lake Toba in the eyes of tourists. This study aims to determine how the influence of brand image in increasing the number of tourists in Samosir Regency. The sample used in this study were 100 tourists who were visiting in Samosir Regency. This research is descriptive and quantitative research. Data collection techniques using observation and distribution of questionnaires to tourists. The sampling technique was random sampling with a simple linear regression analysis. The results showed that brand image has a significant positive effect on tourist visits. Where the coefficient of determination (R2) is 0.628, which means that brand image has an influence of 62.8% on the decision to visit tourists to Lake Toba, Samosir Regency, while the remaining 37.2% is influenced by other factors not examined in this study such as service quality, tourism performance. and others.

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Influence of Promotional Strategies, Brand Image, Quality of Service and Price Against Community Trust

JOURNAL FOR QUALITY IN PUBLIC HEALTH ◽

10.30994/jqph.v3i2.73 ◽

2020 ◽

Vol 3 (2) ◽

pp. 268-275

Author(s):

Jamzuri Jamzuri

Keyword(s):

Service Quality ◽

Significant Influence ◽

Research Method ◽

Quantitative Research ◽

Brand Image ◽

Sampling Technique ◽

Promotion Strategy ◽

Average Value ◽

Community Trust ◽

Strategy Variables

Community trust in a health institution is fundamental. Trust is a number of specific beliefs about integrity (trustworthy party honesty and ability to keep promises), behevolence (trustworthy attention and motivation to act in accordance with interests that trust them), competency (the ability of trusted parties to carry out trusting needs) and predictability (consistency in the behavior of trusted parties). The purpose of this study is to influence the promotion strategies, brand image, service quality, and price on public trust (Studies in Soepraoen Hospital Malang). The research design used is quantitative research. The research method used is quantitative research method causal research. The sampling technique used proportional sampling with a sample of 100 respondents. Data analysis techniques using multiple linear regression tests. The results showed that the descriptive results of promotion strategy variables showed an overall average value of 4.15 with a percentage of 26% and a good category, descriptive Brand Image variables had an overall average value of 4.05 with a percentage of 41% with good categories, in the descriptive variable Price Performance had a value the overall average of 4.10 in the good category with a percentage of 30%, in the Service Quality variable has a mean overall score of 4.07 in the good category of 36%, and the variable patient trust during treatment has an overall average value of 3.99 in the good category with percentage 68%. Of the 100 respondents studied in the promotion strategy have a significant influence on trust, in brand image has a significant influence on trust, at prices having a significant influence on trust, on service quality has a significant influence on trust, and simultaneously for each each promotion strategy variable, brand image, price, and service quality have a significant influence on trust. The trust variable is more influenced by the service quality variable than the promotion strategy, brand image, and price variable.

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The Effect of Brand Image and Service Quality with Word of Mouth on The Decision to Stay at Swiss-Belhotel Borneo in Samarinda

Jurnal Administrasi Bisnis Fisipol Unmul ◽

10.54144/jadbis.v9i2.5273 ◽

2021 ◽

Vol 9 (2) ◽

pp. 128

Author(s):

Rachel Novia Atan

Keyword(s):

Service Quality ◽

Word Of Mouth ◽

Brand Image ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Significant Variable ◽

Probability Sampling ◽

Hotel Sector ◽

Decision To Stay

Brand Image and Quality Service with Word of Mouth are important applied by service company in the hotel sector who wants to increase the number of guests to use or stay at the hotel. Swiss-Belhotel Borneo in Samarinda is one of the service companies in the hotel sector that depends on the number of guests who decide to stay at the hotel in order to make a profit. However, the number of guests who decide to stay at a hotel has not yet reached the target set and even the percentage of guests has fluctuated. This study aims to determine the effect of Brand Image, Service Quality, and Word of Mouth on the decision to stay at Swiss-Belhotel Borneo in Samarinda. The variables used in this study consisted of independent variables are brand image, service quality, and word of mouth, while the dependent variable was the stay decision. The population in this study are guests who are staying or have stayed at Swiss-Belhotel Borneo in Samarinda. Therefore, sampling was conducted for this study. The sample in this study was 100 respondens. The sampling technique in this study was conducted with non-probability sampling. The type of non-probability sampling used is accidental sampling. Data collection methods using a questionnaire. The analysis technique used is multiple linear regression analysis. The result of the showed that brand image, service quality, and word of mouth had a positive and significant effect on the decision to stay. Hypothesis testing as a whole proves the hypothesis influential and significant on the decision to stay together is accepted (Ho rejected and Ha accepted). The results of the t Test found that Word of Mouth variable was the most significant variable and had a positive influence on the decision to stay at Swiss-Belhotel Borneo in Samarinda.

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