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All Journal International Journal of Educational Review, Law And Social Sciences (IJERLAS) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS)
Endang Sulistya Rini
Faculty of Economic and Business Universitas Sumatera Utara
Religion Humanities Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences Other

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INFLUENCE OF BRAND IMAGE AND CUSTOMER SATISFACTION TO BRAND LOYALTY THROUGH BRAND LOVE AS A MEDIATION VARIABLE IN STARBUCKS MULTATULI MEDAN Muhammad Ismuroji; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 2 (2023): April
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i2.803

Abstract

Along with rising population and income levels, it has become a major factor in the rising demand for non-consumption-based necessities, which many have adopted as a way of life. The expansion of the Coffee Shop industry has made coffee an integral part of people's lifestyles. Starbucks' continued existence depends on customer loyalty. Starbucks Multatuli's efforts to maintain brand loyalty are still relatively low. Customers continue to prefer other coffee shops over Starbucks. However, the customer's affection for Starbucks will cause the customer to form an emotional bond with Starbucks. Consequently, the customer's emotional attraction to Starbucks and feelings of pleasure will increase customer satisfaction. Thus, a positive brand image will provide customers with a positive experience, which will foster a sense of love for Starbucks and increase brand loyalty. This study's objective is to examine how brand image and customer satisfaction influence brand loyalty via brand love. Four variables comprise the survey: brand image, customer satisfaction, brand loyalty, and brand love. Accidental sampling is used for sampling. The population of this study consisted of 120 Starbucks Multatuli customers who participated in the survey. Using the SmartPLS 3.0 application, PLS-SEM was utilized for data analysis. The results indicated that brand image and customer satisfaction had a significant effect on brand love, a significant effect on brand loyalty, and a significant effect on brand loyalty via brand love.
ANALYSIS OF THE EFFECT OF COMMITMENT AND PARTICIPATION ON COOPERATIVE PERFORMANCE WITH INNOVATION AS INTERVENING VARIABLES IN COOPERATIVES IN SERDANG BEDAGAI DISTRICT Adinda Nadila Azhari; Endang Sulistya Rini; Syafrizal Helmi Situmorang
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 3 (2023): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i3.929

Abstract

This study aims to determine the Effect Analysis of Commitment and Participation on Cooperative Performance with Innovation as an Intervening Variable in Cooperatives in Kab. Serdang Bedagai. This study used primary and secondary data obtained by distributing questionnaires to all actively assisted cooperatives in the Serdang Bedagai district government area, totaling 72 cooperative units. The questionnaire that was distributed online consisted of profiles of respondents and consisted of several statements that were in accordance with the variables contained in this study. The type of research used in this research is to use an associative method with a quantitative approach. Associative research was conducted to determine whether there is influence between exogenous variables and endogenous variables. The results of the study show that organizational commitment directly has a positive and significant effect on cooperative innovation in Serdang Bedagai District. Directly member participation has a positive and significant effect on cooperative innovation in Serdang Bedagai District. Directly organizational commitment has a positive and significant effect on the performance of cooperatives in Serdang Bedagai Regency. Directly member participation has a positive and significant effect on the performance of cooperatives in Serdang Bedagai Regency. Cooperative innovation directly has a positive and significant effect on the performance of cooperatives in Serdang Bedagai District. Indirectly, organizational commitment has a positive and significant effect on the performance of cooperatives in Serdang Bedagai Regency through cooperative innovation.
THE EFFECT OF CUSTOMER EXPERIENCE AND SERVICESCAPE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS A VARIABLE INTERVERNING ON ME & COFFEE WORKS WAHID HASYIM MEDAN Rindi Sharifa; Endang Sulistya Rini; Amlys Syahputra Silalahi
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 3 (2023): June
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i3.950

Abstract

This study aims to determine and analyze the effect of customer experience and servicescape on customer loyalty through customer satisfaction as an intervening variable in me & coffee works by Wahid Hasyim Medan. The population in this study is the people of Medan City with 6 sub-districts including the sub-district of Me & Coffee Works customers who have visited at least 2 times with an unknown number. The sampling technique in this study was non-probability sampling as many as 85 respondents. The data analysis method uses Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results of the study show that customer experience has an effect on customer loyalty. Servicescape influences customer loyalty. Customer experience influences customer satisfaction. Servicescape influences customer satisfaction. Customer satisfaction affects customer loyalty. Customer experience influences customer loyalty through customer satisfaction as an intervening variable. Servicescape influences customer loyalty through customer satisfaction as an intervening variable.
THE INFLUENCE OF ONLINE CUSTOMER REVIEW AND ONLINE CUSTOMER RATING ON PURCHASE DECISIONS THROUGH CONSUMER TRUST IN FORE COFFEE PRODUCTS AT SUN PLAZA MEDAN Erwin Sahat Mora Pardede; Paham Ginting; Endang Sulistya Rini
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 4 (2023): August
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i4.964

Abstract

This research aims to analyze the phenomenon of the problem in the form of applying different promotions and product tastes at each Fore Coffee outlet causing low consumer purchasing decisions for Fore Coffee products. This is an associative type of research. The population in this research is consumers who have purchased online and offline from Fore Coffee Sun Plaza Medan and the sample is 135 respondents. The sample is withdrawn by a non-probability sampling using the purposive sampling method. The data using are primary data and secondary data are obtained through a list of statements and documentation studies. The data analysis technique employs structural equation modeling (SEM) with the analytical tools of Smart PLS. The research results directly show that online customer reviews and online customer ratings have a positive and significant effect on purchasing decisions, online customer reviews and online customer ratings have a positive and significant effect on consumer confidence, consumer confidence has a positive and significant effect to the purchase decision. Then the test results which are carried out indirectly show that consumers trust are able to mediate online customer review correlation with purchasing decisions and are able to mediate online customer rating correlation with purchase decisions.
EFFECT OF SERVICE MARKETING MIX AND SERVICE QUALITY THROUGH CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN BANK BTPN ZAINUL ARIFIN MEDAN Indah Ardhina Oktaria; Endang Sulistya Rini; Paham Ginting
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 4 (2023): August
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i4.982

Abstract

Banks as financial institutions are businesses that are exposed to many problems and are not even discussed and studied endlessly on various occasions. The ups and downs and ups and downs of the banking business in Indonesia have a direct effect on all business sectors wherever and whenever. PT Bank Tabungan Pensiunan Nasional, Tbk is a company engaged in the banking sector, which was founded in 1958, and is headquartered in Jakarta Customer loyalty in this study is influenced by the service marketing mix where there are still a lack of aspects of the service marketing mix so that customers switch to other banks, as well as service quality which is still considered not good in terms of service to customers so that this also affects customer satisfaction so that it is necessary to examine based on the variables that have been described. The purpose of this study was to analyze the influence of service marketing mix and service quality through customer satisfaction on customer loyalty at PT. Bank BTPN Tbk Zainul Arifin Medan Branch. This type of research is associative research and the population in this study is PT. Bank BTPN Medan branch of Zainul Arifin as many as 63,276 customers, with a total sample of 397 customers. The sampling method used is purposive sampling. Data analysis was carried out through PLS-SEM using the SmartPLS program. The results showed that the service marketing mix, service quality and customer satisfaction had a positive and significant effect on customer loyalty at PT. Bank BTPN Medan branch of Zainul Arifin. then indirectly service marketing mix has a positive and significant effect on customer loyalty through customer satisfaction and service quality through customer satisfaction has a positive and significant effect on customer loyalty at PT. Bank BTPN Medan branch of Zainul Arifin.
STRATEGY ANALYSIS OF BUILDING CUSTOMER LOYALTY INDIHOME PT. TELECOMMUNIKASI INDONESIA Tbk Dhery Wiranata Surya; Endang Sulistya Rini; Beby Karina Fawzeea Sembiring
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 4 (2023): August
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i4.983

Abstract

Looking at the emerging internet service competitors, it is hoped that IndiHome will become one of the providers offering the best internet access and services. High consumer loyalty for a product is the most important aspect for a company in carrying out its business activities. To increase consumer loyalty, companies must pay attention to the factors that become a benchmark for consumer loyalty, including product, price, place, promotion, people, process, and physical evidence. The type of research used is quantitative, with a research method that is correlational research which is defined as a research method based on the philosophy of positivism, used to examine certain populations or samples, sampling techniques are carried out randomly, and data collection uses research instruments. The study results show that the product (product) positively and significantly affects IndiHome consumer loyalty at PT. Telkom witel Medan. Price has a positive and insignificant effect on IndiHome consumer loyalty. Promotion has a positive and significant effect on IndiHome consumer loyalty. People have a positive and insignificant effect on consumer loyalty. The process (process) positively and significantly affects consumer loyalty. Customer satisfaction has a positive and significant effect on consumer loyalty.
ANALYSIS OF THE INFLUENCE OF BRAND IMAGE, SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION CAFE RUANG SARCA MEDAN Euodia Grace Maranatha; Endang Sulistya Rini; Syafrizal Helmi Situmorang
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 3 No. 4 (2023): August
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijebas.v3i4.1001

Abstract

Based on data from the Ministry of Tourism and Creative Economy, in 2021, the creative industry will contribute quite a lot to the GDP of the national economy, up to 6.98 percent, almost 7 percent with a value of no less than Rp. 1.134 trillion (Ghofar, 2022). The Ministry of Tourism and Creative Economy explained that there are 17 sub-sectors of the creative economy in Indonesia, namely: game developer, architecture, interior design, music, fine arts, product design, fashion, culinary, (animated film and video photography), visual communication design, television and radio, craft, advertising, performing arts, publishing, and applications (Kemenparekraf, 2022), based on 17 (seventeen) sub-sectors of the creative economy in Indonesia, culinary is the largest contributor (30%) from the tourism and creative economy sectors. The culinary industry has a very strong potential for development, so that the culinary industry receives great attention from the government so that this sector can progress by providing facilitation such as business training, access to capital, and business start-up assistance. In addition, the Ministry of Tourism and Creative Economy also participates in promoting this very diverse Indonesian cuisine in domestic and foreign markets (Kemenparekraf, 2022).
THE INFLUENCE OF SERVICE QUALITY AND TRUST ON CUSTOMER LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE IN MANDIRI SUPERMARKET MEDAN May Friska Yuliani Saragih; Yeni Absah; Endang Sulistya Rini
International Journal of Educational Review, Law And Social Sciences (IJERLAS) Vol. 3 No. 5 (2023): September
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijerlas.v3i5.1098

Abstract

Customer Trust has a positive and significant effect on Customer Loyalty at Mandiri Supermarket Griya Medan. Customer Satisfaction has a positive and significant effect on Customer Loyalty at Mandiri Supermarket Griya Medan. Service Quality has a positive and significant effect on Customer Satisfaction at Mandiri Supermarket Griya Medan. significantly to Customer Satisfaction able to mediate the effect. Service Quality on Customer Loyalty. Customer Satisfaction is able to mediate the influence of Customer Trust on Customer Loyalty. Service Quality has a positive and significant effect on Customer Satisfaction at Mandiri Supermarket Griya Medan. Customer Trust has a positive and significant effect on Customer Satisfaction being able to mediate the effect. Service Quality on Customer Loyalty. Customer Satisfaction is able to mediate the influence of Customer Trust on Customer Loyalty. Service Quality has a positive and significant effect on Customer Satisfaction at Mandiri Supermarket Griya Medan. Customer Trust has a positive and significant effect on Customer Satisfaction being able to mediate the effect. Service Quality on Customer Loyalty. Customer Satisfaction is able to mediate the influence of Customer Trust on Customer Loyalty.
Co-Authors Adinda Nadila Azhari Amlys Syahputra Silalahi Beby Karina Fawzeea Sembiring Dhery Wiranata Surya Erwin Sahat Mora Pardede Euodia Grace Maranatha Indah Ardhina Oktaria May Friska Yuliani Saragih Muhammad Ismuroji Paham Ginting Rindi Sharifa Syafrizal Helmi Situmorang Yeni Absah