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INDONESIA
Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Published by Universitas Brawijaya
ISSN : 2963329X     EISSN : 2963329X     DOI : -
Core Subject : Science,
Decision Sciences, Operations Research & Management
Publish all forms of quantitative and qualitative research articles and other scientific studies related to the field of Marketing Management and Consumer Behavior.
Arjuna Subject : Ilmu Pengambilan Keputusan (semua kategori) - Ilmu Manajemen dan Riset Operasi
Articles 200 Documents
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PENGARUH STORE ATMOSPHERE DAN HARGA TERHADAP LOYALITAS PELANGGAN Ahmad Izza Labiba; Wahdiyat Moko
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 2 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

Today's people have a great interest in visiting cafes which provide many facilities for hanging out and can be said to be one of the favorite choices favored by all groups, from the young to the old. Each cafe has a different strategy in order to captivate its customers. Loyal customers will provide profitability because loyal customers can show positive attitudes and behavior and can provide positive recommendations so that they can become promotional tools. This study aims to determine the effect of store atmosphere and price on customer loyalty. This type of research is explanatory research which explains the causal relationship between variables through hypothesis testing. This study used a sample of 100 respondents using accidental sampling technique. Methods of data collection using a questionnaire. The data analysis technique used descriptive analysis, multiple linear regression analysis and t test. Data analysis using SPSS (Statistical Product and Services Solution) version 21 to facilitate research. The results of the analysis show that the store atmosphere variable has a negative effect on customer loyalty and the price variable has a significant negative effect on customer loyalty.
PENGARUH PRODUCT CATEGORY, PRICE PERCEPTION, DAN E-CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION PAKET PREMIUM Faril Ardian; Sri Palupi Prabandari
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 2 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

The purpose of this study is to identify the effects of product category, price perception, and e-customer experience on the intention of Spotify users to repurchase the application’s Premium Package. The effects to be proven are those of each independent variable on the dependent variable. This study is categorized as explanatory research as it explains the relationship between two or more symptoms or phenomena. Using judgment sampling method and non-probability sampling technique, 152 people were selected as the sample. They must be people living in Malang city with the minimum age of seventeen years who are or have the experience of subscribing Spotify’s Premium Package. The data analysis was performed using IBM’s Statistical Package for the Social Sciences (SPSS) version 26. This study finds that product category significantly influences repurchase intention, that e-customer experience significantly influences repurchase intention, and that price perception has no significant effect on repurchase intention.
PENGARUH CUSTOMER ENGAGEMENT TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER EQUITY SEBAGAI VARIABEL MEDIASI Elzanty Dwi Kartika Ningrum; Moh. Erfan Arif
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

This study aims to answer the problem of how customer engagement affects on repurchase intention, how customer engagement affect customer equity, how does customer equity affect on repurchase intention, how customer engagement affects repurchase intention through customer equity. This type of research is causality research is research that is structured to examine the possibility of a causal relationship between variables. The analytical tool used is SEM which is operated through software SmartPLS. Tests in this study used validity, reliability, and hypothesis testing. Sampling technique uses non-probability sampling with purposive sampling method. The sample size used is 120 respondents with the provision that they have used the Shopee application at least twice, are aged more than or equal to 17 years and are people of Malang City. Based on the results of testing the four hypotheses, it can be concluded that the customer engagement has a positive and significant effect on repurchase intention, the customer engagement has a positive and significant influence on customer equity, the customer equity has which is positive and significant on repurchase intention, and variables customer engagement have a positive and significant influence on repurchase intention mediated by customer equity variables.
PENGARUH ELECTRONIC WORD OF MOUTH TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI OLEH BRAND IMAGE DAN TRUST Muhammad Rafii’ Fadhlurrahman; Sunaryo Sunaryo
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

One of the uses of internet media in business applications is electronic commerce (e-commerce) or often also called electronic commerce. One of most used e-commerce by the Indonesian people is Tokopedia. This study aims to determine the effect of electronic word of mouth on consumer loyalty mediated by brand image and trust in Tokopedia users. The type of research used in this research is explanatory research. This study uses 100 samples, the sample is Tokopedia users in Malang City. The sampling technique used is a non-probability sampling technique , namely purposive sampling. Data analysis technique using SmartPLS 3.3. The results of this study indicate that electronic word of mouth has a direct positive and significant effect on consumer loyalty, brand image, and trust. Brand image and trust have a direct positive and significant influence on consumer loyalty. Brand image and trust have a positive and significant indirect influence in moderating electronic word of mouth on consumer loyalty.
PENGALAMAN PELANGGAN, ULASAN PELANGGAN SECARA DARING, DAN VARIASI PRODUK TERHADAP KEPUTUSAN PEMBELIAN ULANG Muhammad Daffa Rahmandika; Factur Rohman
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

This study aims to determine and analyze the influence of customer experience, online customer reviews and product variations on Traveloka consumers' Repurchasing decisions. The sample in this study amounted to 106 respondents who are Traveloka customers at Brawijaya University Malang City with a minimum of one transaction. The sampling technique is non-probability sampling using convenience sampling. Data were collected using questionnaires, literature study and internet browsing. The data analysis technique used SPSS 25. The data were then analyzed by multiple regression analysis. The results showed that partially customer experience, online customer reviews and product variations had a positive and significant effect on repurchasing decisions. The results of this study indicate that customer experience, online customer reviews and product variations have a positive and significant effect on repurchasing decisions. The coefficient of determination adjusted r square is 0.867, which means that the variable customer experience, online customer reviews and product variations are able to influence repurchasing decisions by 86.7% while the remaining 13.3% is influenced by other variables not examined in this study.
PENGARUH SERVICESCAPE TERHADAP MINAT KUNJUNG ULANG MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI Mohamed Ashraff Shah; Radityo Putro Handrito
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

This study aims to determine the effect of servicescape on revisit intention which are mediated by customer satisfaction on cafe visitors in Malang City. This type of research is explanatory research that seeks to explain the relation between variables based on hypothesis testing. This study used a sample of 385 respondents based on the Cochran formula. The distribution of the questionnaires was carried out online through google form. The data analysis technique in this research is using SPSS and the process analysis method by Hayes. The results of this study are servicescape has a significant effect on customer satisfaction, customer satisfaction has a significant effect on interest in revisit intention, servicescape has a significant effect on revisit intention, and customer satisfaction mediates the effect of servicescape on revisit intention. Based on these results, it can be concluded that there is a partial mediation effect because the servicescape can directly affect revisit intention without going through customer satisfaction due to the servicescape's strong appeal to cafe visitors. So, it can be formulated research implications in the form of recommendations for cafe themes and three keys to developt cafe in Malang City.
PENGARUH E-SERVICE QUALITY, E-WORD OF MOUTH, DAN E-CUSTOMER TRUST TERHADAP REPURCHASE INTENTION PENGGUNA E-COMMERCE Adiyatma Rozan Mahendra; Mugiono
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 4 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

Massive development especially in technology will remain in Indonesia. Such advancement drives internet-based service providers, in this case Gojek Indonesia, to make use of technological innovations. In order to stay in the competition, the company has to encourage their customers to make repurchases through their offers. The goal of this research is to identify the effects of e-service quality, e-word of mouth, and e-customer trust on the repurchase intention of Gojek users with productive age in Malang city. Using non-probability sampling method and purposive sampling technique with the criteria of Gojek user with the minimum age of 17 years living in Malang city who have made at least two purchases through the application, 115 people were selected as the respondents of this explanatory research. The results of the questionnaire were preliminary assessed using validity and reliability tests, while classical assumption test was conducted prior to the multiple linear regression analysis in SPSS version 25. This study finds that e-service quality, e-word of mouth, and e-customer trust partially have positive and significant effects on repurchase intention. This fact indicates that increases in e-service quality, e-word of mouth, and e-customer will be followed by higher repurchase intention among Gojek users in Malang city.
KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN COFFEE SHOP Nur Prima Waluyowati; Muhammad Irsyad Gulam Bustomi
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

The aims of this study are to find out the cause and effect of service quality with customer satisfaction at the Omah Boto Coffee Shop based on the dimensions of service quality. The analysis obtained in this analysis examines the influence of the five dimensions of service quality, namely: tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy) on customer satisfaction. Design/Methodology Quantitative methods were applied in this study. The distribution of questionnaires to 60 respondents was used to evaluate customer satisfaction about service quality at coffee shops and analyze data using multiple linear regression to determine the effectiveness of service quality on customer satisfaction. The findings examine that of the five dimensions of service quality, all have an influence on customer satisfaction, but only the assurance dimension has a major impact on customer satisfaction at Omah Boto Coffee shop. The results of this study can be used as a reference in the future related to service quality. The results of this study can also be a source of reference in increasing knowledge about the quality of service in the culinary field in Tuban City. The results of this study can also be input for the Omah Boto Coffee shop in providing services to shop customers.
PENGARUH RELIABILITY,TANGIBILITY, ASSURANCE, EMPATHY, DAN RESPONSIVENESS TERHADAP CONSUMER SATISFACTION PADA JASA PERBANDARAAN SELAMA PANDEMI COVID-19 Rizky Mulia Basmalasari; Dian Ari Nugroho
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

This study aims to identify the effects of reliability, tangibility, assurance, empathy, and responsiveness on consumer satisfaction. The population of this research are all users of airport service provided by PT. Angkasa Pura II, from which 170 respondents were selected as the sample, to whom questionnaires were distributed online for data harvesting. This study is categorized as an explanatory research, which is generally used to explain the effects of reliability, tangibility, assurance, empathy, and responsiveness on consumer satisfaction during the Covid-19 pandemic. The data was analyzed using IBM SPSS (Statistical Package for the Social Sciences) version 25. The analysis includes instrument test (validity and reliability tests), classical assumption test (normality, multicollinearity, and heteroscedasticity tests), and hypothesis test (multiple linear regression, goodness-of-fit, coefficient of determination, and t tests). This study finds that tangibility, empathy, and responsiveness significantly influence consumer satisfaction and that assurance and empathy do not affect consumer satisfaction among customers of PT. Angkasa Pura II during the Covid-19 pandemic.
PENGARUH INTERNAL SERVICE QUALITY DAN INTERNAL CUSTOMER SATISFATION TERHADAP EMPLOYEE LOYALTY Rahma Andita Desi Pramesti; Ananda Sabil Hussein
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 1 No. 1 (2022)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

Employee loyalty is an important key for companies that want to survive and win the competition in business. This study aims to identify the effects of internal service quality and internal customer satisfaction on employee loyalty at PT. HashMicro Indonesia. This study is categorized as explanatory research, which can either accept or reject hypotheses based on the testing results. Using simple random sampling, 127 employees of the company were selected as the sample. This research uses instrument test and classical assumption test in SPSS 25. The data was analyzed using descriptive statistics and multiple linear regression. This research finds that internal service quality does not influence employee loyalty and that internal customer satisfaction affects employee loyalty. The results in this study can reveal how important the influence of internal customer satisfaction affects employee loyalty, so that companies or similar are expected to pay more attention to things that can increase employee satisfaction and measure employee satisfaction to achieve the highest level of employee loyalty.

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