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All Journal International Journal of Social Science Jurnal Penelitian Pendidikan Indonesia
Brastoro Brastoro
Kwik Kian Gie Institute of Business and Informatics
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Public Health Social Sciences Other

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THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY MEDIATED BY BRAND TRUST Tumpal JRSitinjak; Abdullah Rakhman; Toni Sitinjak; Brastoro Brastoro; Bernadine Bernadine
International Journal of Social Science Vol. 2 No. 3: Ocktober 2022
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53625/ijss.v2i3.3645

Abstract

This research aims to analyze the influence of Service Quality, Brand Trust, and Loyalty of Starbucks customers. Through this research, the researcher can find out the magnitude of influence that occur on customer loyalty. Based on the purpose of this research, the hypotheses are; H1: Service quality influences on brand trust; H2: Service quality influences on customer loyalty; and H3: Brand trust influences on customer loyalty. Judgmental sampling is non-probability sampling technique that has been used for this research. The data was gathered through the communication method as the data are collected from 100 respondents by distributed questionnaire and for essential measurements using Likert Scale. The research method was validated through construct validity and reliability test, and for hypotheses test Structural Equation Model (SEM) analysis was used. The result of this research indicates that service quality significantly influences toward brand trust. Service quality doesn’t influence toward customer loyalty. Then, brand trust also doesn’t influence toward customer loyalty. After the processes conducted in this research, it can be concluded that only service quality give positive influence to brand trust in Starbuck. For the sugestion, much better if there is availability to give any feedback, the purpose is to know about lacks of Starbucks
The influence of price levels, product quality and service quality on the purchasing decisions of customers of the SA Interior store at ITC Cempaka Mas Brastoro Brastoro; Muhammad Fuad; Elisabeth Vita; Elis Sondang Dasawaty; Abhishek Pursnani
JPPI (Jurnal Penelitian Pendidikan Indonesia) Vol 9, No 2 (2023): JPPI (Jurnal Penelitian Pendidikan Indonesia)
Publisher : Indonesian Institute for Counseling, Education and Theraphy (IICET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29210/020232421

Abstract

Interior Design of a room is the main aspect that contributes to the beauty of the room and also the comfort of people in the room. Globalization contributes to the rampant development of sales of products for interior design needs with a supply of quality goods and competitive prices. Many new entrepreneurs act as part of the distribution channel and open retail businesses. One of them is SA Interior. The theories used in this study are price, product quality, service quality and purchasing decisions. Price Level, Product Quality and Quality of Service are free/independent variables (X), Purchasing Decisions are bound/dependent variables (Y) and the object of research is the SA Interior store at ITC Cempaka Mas. The sample used in this study was SA Interior customers who purchased SA Interior products at least 1 time. The data collection technique uses communication techniques by distributing questionnaires (via Google Form) with a total of 100 respondents. This research shows that the price level has a positive and significant influence on the purchasing decisions of SA Interior customers, the quality of the products has a positive and significant influence on the purchasing decisions of SA Interior customers and the quality of service has a positive and significant influence on the purchasing decisions of SA Interior customers. Simultaneous price levels, product quality and service quality have a significant influence on the purchasing decisions of SA Interior customers. The conclusion of this study is that the price level, product quality and service quality have a positive and significant influence on the purchasing decisions of SA Interior customers at ITC Cempaka Mas.
Co-Authors Abdullah Rakhman Abhishek Pursnani Bernadine Bernadine Elis Sondang Dasawaty Elisabeth Vita Muhammad Fuad Toni Sitinjak Tumpal JRSitinjak