ANALYSIS OF FACTORS AFFECTING CUSTOMER SATISFACTION AND CUSTOMER RETENTION ON E-COMMERCE

This study aims to analyze the factors that influence consumer retention on the e-commerce website Hijup. This study uses website quality, brand image, and Islamic physical attributes as factors that will shape customer satisfaction which in turn will affect customer retention. This research is quantitative research using two types of data, namely primary data and secondary data. Primary data is obtained by distributing online questionnaires through social media, and secondary data is obtained from books, journals, papers, websites, etc. The number of respondents used in this study were 185 respondents from Hijup consumers who had bought online more than once. This study uses the type of SEM-PLS analysis with SMARTPLS 3.0 software tools. This study shows that website quality and brand image affect customer satisfaction. Moreover, customer satisfaction is able to moderate website quality and brand image on customer retention on the Hijup website, but Islamic physical attributes have a negative relationship with customer satisfaction.

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Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

Kajian Bisnis STIE Widya Wiwaha ◽

10.32477/jkb.v26i2.279 ◽

2018 ◽

Vol 26 (2) ◽

pp. 210-225

Author(s):

Riska Maulani ◽

Yunita Fitri W

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Quantitative Research ◽

Secondary Data ◽

Total Sample ◽

Primary Data ◽

Probability Sample ◽

Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

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PENGARUH PERSEPSI KUALITAS DAN PROMOSI TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v4i3.286 ◽

2019 ◽

Vol 4 (3) ◽

pp. 371-380

Author(s):

Riza Meilani ◽

Triyono Arief Wahyudi

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Research Methodology ◽

Quantitative Research ◽

Hypothesis Test ◽

Secondary Data ◽

Perceived Quality ◽

Primary Data ◽

Positive Effect ◽

Quality Promotion

This research aims to know the influence of perceived quality and promotion on customer satisfaction and its impact on customer loyalty. This research used secondary data and primary data. The researcher employed the quantitative research methodology. The data was analyzed by using SPSS 21 for 250 respondents who had purchased and had consumed products doughnut xyz. The result of hypothesis test show, there were a significant and positive effect of perceived quality and promotion on customer satisfaction and also there were a significant and positive effect of customer satisfaction on customer loyalty. Keywords: perceived quality, promotion, customer satisfaction, customer loyalty

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The Effect of Brand Image and Social Media on Customer Retention through Customer Satisfaction at Kaliwatu Adventure

Volume 5 - 2020, Issue 9 - September - International Journal of Innovative Science and Research Technology ◽

10.38124/ijisrt20aug293 ◽

2020 ◽

Vol 5 (8) ◽

pp. 589-594

Author(s):

Mukhlas Rofiq ◽

Achmad Firdi ◽

Harianto Respati

Keyword(s):

Social Media ◽

Customer Satisfaction ◽

Brand Image ◽

Customer Retention ◽

Primary Data ◽

Media Influence ◽

Tourism Destination ◽

Adventure Tourism

This study aims to determine the effect of brand image and social media on customer satisfaction related to customer retention in the adventure tourism destination, Kaliwatu Adventure. This study uses primary data from the results of a questionnaire filled in by 100 respondents, i.e. rafting visitors at Kaliwatu Adventure. Brand image and social media influence customer retention through customer satisfaction, which means that customer satisfaction as mediation can increase the effect of brand image and social media on customer retention at Kaliwatu Adventure. This research proves that in the field of adventure tourism, brand image and social media directly influence customer retention.

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KEPUASAN WISATAWAN DALAM PENGGUNAAN E-COMMERCE AGODA DALAM PEMESANAN HOTEL

Journal of Tourism Destination and Attraction ◽

10.35814/tourism.v8i1.1366 ◽

2020 ◽

Vol 8 (1) ◽

pp. 61-70

Author(s):

Suci Sandi Wachyuni ◽

Kadek Wiweka

Keyword(s):

Customer Satisfaction ◽

Industrial Revolution ◽

Brand Image ◽

Secondary Data ◽

Sampling Technique ◽

Simple Random Sampling ◽

Tourism Industry ◽

Primary Data ◽

Emotional Factor ◽

June July

The industrial revolution that entered the 4.0 phase encouraged the industry to innovate, where one of the developing industries was e-commerce. As part of the OTA (tourism industry), e-commerce, or especially Agoda offers not only products but also services. However, at the moment, Agoda can be said to be left behind if we look at the ranking of the top brand awards, 2019. Therefore this research intends to examine the satisfaction of tourists (consumers) in using Agoda for booking a hotel. The approach used in this research is descriptive quantitative, where primary data is collected through a questionnaire with indicators of customer satisfaction (Repurchase, Word of Mouth, Brand Image, Product Quality, Price, Service Quality, and Emotional Factor). The scale used is Likert (1-5), and the sampling technique used is probability sampling, which is simple random sampling with a total of 100 respondents. The secondary data is taken from Agoda's website, books, literature, and previous research. The study was conducted during June-July 2019. This study found that the average tourist was quite satisfied - satisfied with Agoda's services in booking hotels. However, to maintain its existence, Agoda needs to make efforts to attract tourists, especially in improving the Agoda brand image. Also, the cooperation partners, which are hotels, will have high confidence in marketing their hotels through Agoda. Furthermore, in terms of the marketing segment, Agoda is very firmly attached to the millennial generation in meeting accommodation needs. However, it is interesting to investigate further the purpose of booking this accommodation, whether for travel needs or other vacation concepts, like one of the popular concepts nowadays, "staycation". This research is expected to provide information about service conditions and customer satisfaction using Agoda. So the results of this study can be useful not only for Agoda companies but also for other OTAs who offer similar products or services. Keywords: kepuasan wisatawan, e-commerce, pemesanan hotel, online travel agent (OTA)

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Analysis of Factors Affecting Trust on the Use of FinTech (P2P Lending) in Indonesia

Jurnal Sisfokom (Sistem Informasi dan Komputer) ◽

10.32736/sisfokom.v10i1.1068 ◽

2021 ◽

Vol 10 (1) ◽

pp. 79-85

Author(s):

Jimmy Pratama

Keyword(s):

Random Sampling ◽

Quantitative Research ◽

Brand Image ◽

Sampling Technique ◽

Simple Random Sampling ◽

Primary Data ◽

Factors Affecting ◽

P2p Lending ◽

Structural Assurance ◽

The Difference

Since 2016 the P2P Lending industry has begun to develop in Indonesia. Peer to Peer Lending (P2P Lending) is a new alternative to getting funds in the form of money loans to individuals or investors. Fintech P2P Lending provides convenience through a simple and fast service. Its features can be accessed by anyone, anytime, anywhere. On the other hand, investors or lenders have investment alternatives with attractive returns. So that it quickly spread to all segments of Indonesian society. The purpose of this research is to analyze what factors can influence trust in using of P2P Lending in Indonesia. The difference between this study and previous research is that there is no research that focuses on trust in the use of FinTech, especially P2P Lending in Indonesia. This research is a type of quantitative research that used is primary data obtained by distributing questionnaires directly to Indonesians. The samples taken by Simple Random Sampling Technique and obtained 400 respondents as user fintech. And the statistical analysis used in this study is multiple regression and using SPSS 23 program. Based on the result, this study showed that the variable of structural assurance, easy of use, and brand image were significant on trust in using FinTech, meanwhile the variable of integrity was not significant on trust in using FinTech.

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ANALISIS CITRA MEREK, HARGA, PELAYANAN, DAN PROMOSI TERHADAP KEPUASAN KONSUMEN DI KOTA PALEMBANG (STUDI KASUS KONSUMEN GRAB)

Jurnal Ecoment Global ◽

10.35908/jeg.v4i2.757 ◽

2019 ◽

Vol 4 (2) ◽

pp. 86

Author(s):

Muhammad Kurniawan ◽

Siti Komariah Hildayanti

Keyword(s):

Customer Satisfaction ◽

Consumer Satisfaction ◽

Total Population ◽

Brand Image ◽

Secondary Data ◽

Primary Data ◽

Model Method ◽

Independent Variable ◽

Collective Influence

This research is entitled Analysis of Brand Image, Price, Service, and Promotion of Consumer Satisfaction in Palembang City (Consumer Case Study of Grab) Palembang. The purpose of this study is to find out the effect of Brand Image, Price, Service, and Promotion together and partially on Consumer Satisfaction as well as to determine the effect of variables that have the most significant effect on Grab Palembang Customer Satisfaction. This research method uses the multiple regresssion model method which is a research design that will reveal the collective influence of the independent variable on one dependent variable. The data used are primary data and secondary data collected through questionnaires and data from Grab consumers directly. The total population is 3262 respondents and the sample is 256 respondents from consumers who use services from Grab. The results of the study show that the Consumer Decision partially has three influential variables, namely Price, Service, and Temporary Promotion Brand Image is not too influential on Consumer Satisfaction. Meanwhile, simultaneously the four variables have a significant influence on customer satisfaction Grab Palembang. This is evidenced by regression analysis on variables Brand Image, Price, Service, and Promotion. Keywords: Marketing Mix, Brand Image, Price, Service, Promotion, Consumer Satisfaction.

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ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI KASUS: PAMELLA EMPAT SUPERMARKET)

Kajian Bisnis STIE Widya Wiwaha ◽

10.32477/jkb.v26i2.125 ◽

2018 ◽

Vol 26 (2) ◽

pp. 210-225

Author(s):

Riska Maulani ◽

Yunita Fitri W

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Quantitative Research ◽

Secondary Data ◽

Total Sample ◽

Primary Data ◽

Probability Sample ◽

Sample Technique

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FAKTOR-FAKTOR YANG MEMPENGARUHI HARGA CABAI RAWIT DI KOTA MANADO

AGRI-SOSIOEKONOMI ◽

10.35791/agrsosek.12.2.2016.12278 ◽

2016 ◽

Vol 12 (2) ◽

pp. 105

Author(s):

Nathania ., Palar ◽

Paulus A., Pangemanan ◽

Ellen G., Tangkere

Keyword(s):

Quantitative Research ◽

Linear Regression Analysis ◽

Secondary Data ◽

Multiple Linear Regression Analysis ◽

Mechanical Analysis ◽

Primary Data ◽

Factors Affecting ◽

North Sulawesi ◽

Complementary Goods ◽

The City

This research aimed to analyze the factors affecting chili prices in the city of Manado, North Sulawesi. This is a quantitative research. The research was conducted in January 2016 to March 2016, data used are secondary data from the Department of Industry and Trade of the city of Manado, change price data from January 2015 until December 2015 and primary data from merchants of chili, curly chili, and tomato through questionnaire and interviews. Mechanical analysis is using multiple linear regression analysis. The result showed that demand of chili affects the price of chili.when public demand increases, the price also increasing vice versa. Also affect the price of a substitute when there is a decease or increase in the substitutes then chili also experienced the same thing, complementary goods prices also affect the price of chili. Tastes of public affect chili and prices for Manado City public taste inherently are spicy food lover so even if price are rising, buying chili is still substantial.*ls*

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PENGARUH GREEN PRODUCT DAN GREEN PROMOTION TERHADAP BRAND IMAGE PT SUZUKI INDOMOBIL DI KOTA PADANG

Jurnal Ecogen ◽

10.24036/jmpe.v2i2.6677 ◽

2019 ◽

Vol 2 (2) ◽

pp. 165

Author(s):

Dio Findi Priyanka

Keyword(s):

Quantitative Research ◽

Brand Image ◽

Secondary Data ◽

Sampling Technique ◽

Primary Data ◽

Green Product ◽

Analysis Techniques ◽

The City ◽

Research Analysis ◽

Research Show

This research aims to examine: (1) the influence of green product against PT Indomobil Suzuki brand image in the city of Padang, and (2) the influence of green promotion against PT Indomobil Suzuki brand image in the city of Padang. Type of this research is quantitative research analysis techniques, using korelasional, which is the population in this research is the entire consumer users of Suzuki in Padang city of unknown amount. Researchers took samples of as many as 100 people. Sampling technique used was purposive sampling technique. The type of data in this study are the primary and secondary data. Primary data obtained by spreading the now's research. Technique of data analysis is the analysis of descriptive and Inductive analysis. Test the hypothesis in this study was conducted with the test t (t-test). The results of this research show that: (1) Green Product has the insignificant effect towards the brand image, (2) Green Promotion has the significant effect towards brand image.Keywords: Brand Imageg, Green Product, and Green Promotion.

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CITRA MEREK DAN KEPUTUSAN PEMBELIAN KONSUMEN : KASUS PADA PRODUK MIE INSTAN

JWM (Jurnal Wawasan Manajemen) ◽

10.20527/jwm.v6i2.148 ◽

2019 ◽

Vol 6 (2) ◽

pp. 131

Author(s):

Gianada Mawar DiKha Laras ◽

Egi Firmanyah

Keyword(s):

Social Factors ◽

Brand Image ◽

Descriptive Analysis ◽

Secondary Data ◽

Primary Data ◽

Purchase Decision ◽

Purchase Decisions ◽

Personal Factors ◽

Factors Affecting ◽

Analysis Technique

This study aims to explore the brand image of Indomie instant noodle product which is very legendary in Indonesia. This study also aims to determine the responses of respondents regarding their purchase decisions on Indomie brand. The respondents in this study consist of 100 people who are the consumers of Indomie. Age of respondents ranges from 15 years to 50 years in Bandung. The data in this study is the primary data obtained by disseminating questionnaires while the secondary data is derived from previous research and other sources. Analysis technique in this research is descriptive analysis. The results showed that the image of Indomie products is very good in the eyes of respondents while the purchase decision is in the category of good with cultural factors, social factors, personal factors, and psychological factors affecting respondents in decision making choose Indomie products.

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