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All Journal Dinasti International Journal of Management Science Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Djumarno Djumarno
Mercu Buana University, Jakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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THE EFFECT OF SERVICE QUALITY, CUSTOMER RELATIONSHIP MARKETING, AND BRAND IMAGE ON CUSTOMER LOYALTY AND CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE Ilham Windiari; Djumarno Djumarno
Dinasti International Journal of Economics, Finance & Accounting Vol 1 No 6 (2021): Dinasti International Journal of Economics, Finance & Accounting (January - Febru
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v1i6.742

Abstract

Nowadays, intense competition does not only occur in the economic sector, but also penetrates the education sector. There is an analysis gap between information system services, the role of customer relations, and the image of the institution that has not been recognized, has an impact on student satisfaction, as well as the alleged decline in new students based on student and family recommendations. With the consideration of service quality, strategies to build relationships with customers and improve brand image, will determine the level of student satisfaction so as to form student loyalty. This study aims to analyze the effect of Service Quality, Customer Relationship Marketing and Brand Image on Loyalty with Satisfaction as an intervening variable (case study of Academy Telkom Jakarta). This research is categorized in Explanatory Research, with the method of survey using a questionnaire. The sampling technique used is Probability Sampling for a population of 506 student, and considering 305 respondents with Stratified Random sampling method. The analysis used LISREL 8.70 for Structural Equation Modeling (SEM), with a factor loading of 0.05. The results, concluded that there is a relationship between the SERVQUAL, CRM and BRAND variables with the SATISFACTION and LOYALITY variables. Be concluded that, if service quality, customer relationship marketing and brand image are improved, the level of satisfaction will increase, followed by an increase in consumer loyalty..
THE INFLUENCE OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION THAT IMPLICATIONS ON REPURCHASE INTEREST Agung Hudaya; Djumarno Djumarno; Siti Djubaedah
Dinasti International Journal of Management Science Vol 3 No 1 (2021): Dinasti International Journal of Management Science (September - October 2021)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v3i1.990

Abstract

The food industry is quite promising for businesses both large and small businesses, quality of service is an aspect that is often used by the business field of food and beverage, related to quality of service, must often associated more with the quality of products, it is thus an aspect that should considered by the company to get customer satisfaction and repurchase interest . This research will be more in-depth about mobile restaurants, or food trucks, because they are much in demand by novice entrepreneurs and are in great demand by fast food customers. This research is a quantitative study conducted to examine the effect of service quality and product quality from food trucks that affect customer satisfaction and repurchase interest by food truck customers. It took 120 respondents in the study who were randomly selected to answer the questionnaire.
Co-Authors Agung Hudaya Ilham Windiari Siti Djubaedah