scholarly journals PENGARUH PROMOSI TERHADAP KEPUASAN KONSUMEN BERDAMPAK LOYALITAS DALAM BERBELANJA ONLINE PADA SHOPEE

2021 ◽  
Vol 10 (1) ◽  
pp. 57
Author(s):  
Iis Kartini ◽  
Edi Wahyu Wibowo ◽  
Eko Sugiyanto
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Online Shopping ◽  
Test Analysis ◽  
Direct Sales ◽  
First Choice ◽  
Analysis System ◽  
Positive Effect

<p><em>High competition in the retail industry has urged producers to distribute all of their products so that they are accessible to all consumers. Convenience and speed are important factors so that customers can immediately enjoy the most convenient goods to reach quickly. The purpose of this study was to determine how the effect of promotion on customer satisfaction has an impact on loyalty in online shopping</em><em> at Shopee</em><em>. This type of research is quantitative with a path analysis system with data collection tools using purposive sampling. The sample in this study were 100 r</em><em>e</em><em>sponden who had done online shopping at Shopee. In this study, to test the validity &amp; reliability there are several indicators that are invalid after 3 times of testing, only valid &amp; reliable results can be obtained. From the t-test analysis, it is found that the promotion variable has a positive effect on the satisfaction and customer loyalty variables. Likewise, the consumer satisfaction variable has a positive effect on the loyalty variable in online shopping at Shopee. Even though the results are good, it is suggested that Shopee should increase its offline promotional activities such as making sponsorships, making bazaars or direct sales so that consumers will be more satisfied. This will make consumers more loyal by later being able to provide recommendations to friends / relatives and when there is competition between market places, consumers will still choose Shopee as the first choice of online shopping place.</em></p><p><strong><em>Keywords: </em></strong><em>Promotion, customer satisfaction, loyalty, online shopping.</em></p><p> </p>

scholarly journals PERAN KEPUASAN KONSUMEN MEMEDIASI PENGARUH HARGA TERHADAP LOYALITAS KONSUMEN DALAM BERBELANJA CLOTHING ONLINE MELALUI INSTAGRAM

2019 ◽  
Vol 8 (9) ◽  
pp. 5672
Author(s):  
Ni Luh Putu Anindya Putri Maharani ◽  
Ni Wayan Ekawati
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
The City

The purpose of this study is to explain customer satisfaction and prices as predictors of consumer loyalty in shopping for clothing online in the city of Denpasar. This data collection uses a questionnaire with purposive sampling technique on 88 respondents in Denpasar City, there are 11 indicators and use the Path analysis method. The results show that prices have a positive and significant effect on consumer satisfaction and consumer loyalty to clothing online, customer satisfaction is able to mediate. Respondent data that can be directly seen is that prices have a positive and significant influence on customer loyalty, prices have a positive and significant influence on customer satisfaction, customer satisfaction has a positive and significant influence on customer loyalty, customer satisfaction acts as an intervening variable between price and customer loyalty . Keywords: consumer satisfaction, price and consumer loyalty

scholarly journals The Effect of Brand Equity and Electronic Word of Mouth (E - WOM) on Customer Satisfaction and Loyalty in E-commerce Marketplace

2021 ◽  
Vol 8 (4) ◽  
pp. 308-315
Author(s):  
Adhy Arya Hendrata ◽  
Netti Tinaprilla ◽  
Arief Safari
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Total Sample ◽  
Positive Influence ◽  
Electronic Word Of Mouth ◽  
Positive Effect

E-commerce in Indonesia is currently developing rapidly in line with the era of globalization. Brand equity and electronic word of mouth is one aspect that e-commerce really cares about. Tokopedia, Shopee, Lazada and Bukalapak are competing fiercely to maintain their competitive advantage by creating good brand equity. Therefore, it is interesting to learn about brand equity in building customer satisfaction and customer loyalty. The aim of this study is (1) Analyzing brand equity in the e-commerce marketplace, (2) Calculating the level of overall consumer satisfaction and loyalty to the four e-commerce marketplaces,(3) Identifying the elements of brand equity and electronic word of mouth that affect brand satisfaction and loyalty to the four e-commerce marketplace companies. The sampling technique in research uses non-probability sampling method with convenience sampling technique. This study used a total sample of 100 people service users of the e-commerce marketplace companies Tokopedia, Shopee, Lazada, and Bukalapak. Processed using SEM-PLS. Based on the research results, the elements of brand equity and electronic word of mouth have a positive influence on consumer satisfaction. In the Tokopedia and Shopee brands, there is one element of brand equity that has no effect, namely brand association and brand awareness. Lazada, one element that affects satisfaction, Bukalapak has a positive effect on satisfaction, namely electronic word of mouth. Consumer satisfaction has a significant positive effect on consumer loyalty. Keywords: E-Wom, Brand Equity, Customer Loyalty, Customer Satisfaction, SEM-PLS.

scholarly journals PERAN MEDIASI KEPUASAN KONSUMEN PADA DETERMINAN KEPUTUSAN PEMBELIAN ULANG WEDANG UWUH HALAL

2021 ◽  
Vol 29 (1) ◽  
pp. 30-42
Author(s):  
Dwi Karti Handayani ◽  
Lukia Zuraida
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Sampling Technique ◽  
Brand Trust ◽  
Collection Method ◽  
Positive Effects ◽  
Analysis Technique ◽  
Positive Effect

A brand trust that has been highly expected by consumers indicates the brandimage of the product is also high, thus moving consumers to make a purchase ofa product. The research method used in this study is quantitative with a crosssectional design. The sampling technique in this study used convenience sidetechniques with 100 respondents. The data collection method used a closedquestionnaire and the analysis technique used is PLS. The results showed thatproduct quality has a positive effect on customer satisfaction and repurchasedecision. Brand trust has a positive effects on customer satisfaction but has noeffect on repurchase decision. Consumer satisfaction has a positive effect onrepurchase decision. Consumer satisfaction mediates product quality and brandtrust on the repurchases decision of wedang uwuh halal.

scholarly journals THE EFFECT OF MARKETING MIX ON CONSUMER SATISFACTION AND ITS IMPACT ON “ROTI MAROS” CONSUMER LOYALTY IN MAROS DISTRICT

2020 ◽  
Vol 3 (2) ◽  
pp. 45-54
Author(s):  
Hairil Nurdin ◽  
Jusni Jusni ◽  
Jumidah Maming
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Positive Impact ◽  
Descriptive Analysis ◽  
Marketing Mix ◽  
Test Reliability ◽  
Market Demand ◽  
Test Analysis ◽  
The Government

Considering the rapid competition of the world economy at this time, so the government must really pay attention to policies, climate change, and renewal of the economy, and participate in making economic policies that have a positive impact in the future. One of the micro businesses as a buffer for the national economy is the food industry which has a very large market demand. The purpose of this study was to determine the effect of marketing mix (price, product, promotion, place) on consumer satisfaction Maros bread, to determine the effect of marketing mix on customer loyalty, to determine the effect of customer satisfaction on customer loyalty, and to determine the effect of marketing mix on loyalty consumers through consumer satisfaction Roti Maros in Maros Regency. The sample used is all consumers who buy Maros bread in Kab. Maros numbering as many as 80 people. Data collection techniques through observation, interviews, documentation and questionnaires. The analysis technique uses validity test, reliability test, descriptive analysis, path analysis, hypothesis testing and sobel test analysis. The results found that the marketing mix had a positive and significant effect on customer satisfaction of Roti Maros. The marketing mix has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty Roti Maros. The marketing mix has a positive and significant effect on the customer loyalty of Roti Maros if mediated by customer satisfaction.

scholarly journals The Transformation of Customer Satisfaction Become Customer Delight

2017 ◽  
Vol 4 (2) ◽  
pp. 109
Author(s):  
Christian Wiradendi Wolor ◽  
Hady Efendy
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Field Method ◽  
Equation Model ◽  
Brand Trust ◽  
Customer Commitment ◽  
Customer Delight ◽  
Positive Effect

Consumer satisfaction is considered a prerequisite for the emergence of positive behavior. It is not always the case. Several previous studies have suggested that it is not enough to simply provide satisfaction for customers because there is some low correlation between satisfaction and loyalty. This may explain why satisfied customers still leave the company. Executives from reputable companies engaged in services affirm that it is not enough to simply provide customer satisfaction, and is a priority to drive customer satisfaction into customer delight. The aim of this research is to analyze the influence of customer delight in improving customer commitment and customer loyalty. The field method and questionnaires were used to collect data. Statistical tools used in this research is Structural Equation Model (SEM). Data are analyzed by using statistical software LISREL 8.5. The result shows that brand trust, customer satisfaction, customer delight, customer commitment have positive effect on customer loyalty. Customer delight has the most influence on customer loyalty.

scholarly journals PENGARUH SERVICE FAIRNESS, EMPATHY DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY

2017 ◽  
Vol 19 (2) ◽  
pp. 263
Author(s):  
Evelina Larisa Sidharta ◽  
Keni Keni
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Service Fairness ◽  
The Relationship ◽  
Coffee Shops ◽  
Positive Effect

: Tujuan penelitian: (a) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer loyalty; (b) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer satisfaction; (c) untuk mengetahui pengaruh customer satisfaction dan customer loyalty; (d) untuk mengetahui pengaruh customer satisfaction dalam memediasi service fairness, empathy dan physical environment terhadap customer loyalty. Populasi dalam penelitian ini adalah seluruh pelanggan salah satu kedai kopi di Jakarta. Sampel diperoleh dari pelanggan salah satu kedai kopi di Jakarta Barat. Metode pengambilan sampel dalam penelitian ini adalah teknik purposive dengan jumlah 250 responden.Teknik analisis data menggunakan analisis regresi dan analisis jalur. Hasil penelitian: (a) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer loyalty; (b) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer satisfaction; (c) customer satisfaction mempunyai pengaruh positif terhadap customer loyalty; (d) customer satisfaction dapat memediasi pengaruh antara service fairness, empathy dan physical environment terhadap customer loyalty.The purposes of this study are: First, to explore the effect among service fairness, empathy and physical environment on customer loyalty. Second, to explore the effect among service fairness, empathy and physical environment on satisfaction. Third, to explore the effect of customer satisfaction on customer loyalty. Fourth, to find out if customer satisfaction is able to mediate service fairness, empathy and physical environment toward customer loyalty.The population of this research are all customers from one of the coffee shopsin Jakarta.The samples are collected from one of coffee shops customers in West Jakarta. The method of data collection is purposive sampling with250 respondents. The technique of data analysis used in this study was regression analysis and mediating test to examine the hypotheses. The results are: (a) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer loyalty; (b) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer satisfaction; (c) customer satisfaction has a positive effect on customer loyalty; (d) customer satisfaction will mediate the effect between service fairness, empathy and physical environment on customer loyalty

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Kepuasan Pelanggan Dalam Berbelanja  di  Alfamidi Pagelaran Bogor

2021 ◽  
Vol 1 (2) ◽  
pp. 85-104
Author(s):  
Efrita Norman ◽  
Zul Hiskandar ◽  
Evinovita Evinovita
Keyword(s):  
Quantitative Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Analysis Data ◽  
Primary Data ◽  
Sample Technique ◽  
Saturated Sample ◽  
Positive Effect

    This study aims to analyze the effect of price and location on Alfamidi's customer satisfaction in Pagelaran Village, Bogor. The method used is descriptive and associative quantitative analysis, data collection used in this study using primary data sourced from questionnaires distributed to customers of Alfamidi Raya Ciomas who are in Pagelaran Village. Sampling using the saturated sample technique where the sample is consumers who have shopped at Alfamidi in the performance village. The sample used was 100 Alfamidi customer respondents in Pagelaran Village. Based on the results of the study showed that 1) price had a positive and significant effect on customer satisfaction, 2) location had a positive and significant impact on customer satisfaction, 3) price and location together had a positive effect on customer satisfaction. positive and significant impact on customer satisfaction in shopping for Alfamidi customers in Pagelaran Village.  

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

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