Currently, almost all banking services use digital banking technology to enable smooth transactio... more Currently, almost all banking services use digital banking technology to enable smooth transactions and take advantage of technological developments. Digital banking continues to grow and access to transactions is increasingly sophisticated through the use of application media, namely mobile banking or commonly called m-banking. Mobile banking is a wireless banking transaction service recommended by banks that uses smart phone technology to support the smooth and easy operation of banking. The background of this research is the phenomenon of the growing phenomenon of the Livin by mandiri mobile banking application as a payment medium which is currently a public need. Loyalty is an important factor in the financial industry to be able to continue to survive in business competition. Many factors that affect customer loyalty, especially Livin by mandiri mobile banking customers such as ease of use, hedonistic value, and customer satisfaction are suspected to play a role in the loyalty of Livin by mandiri mobile banking users. This study aims to analyze the role of satisfaction as a mediator of ease of use and hedonistic value on customer loyalty of Livin by mandiri users. The population of this study is Livin by mandiri users, with a sample size of 150 respondents. The data analysis method uses Partial Least Square 3.2.9.
European Journal of Management and Marketing Studies, Jun 6, 2024
This study investigates the relationship between service quality and purchase intention, with con... more This study investigates the relationship between service quality and purchase intention, with consumer confidence acting as a mediator. The variables tested included service quality as an exogenous variable, purchase intention as an endogenous variable, and consumer confidence as a mediator. The main hypothesis posits that service quality affects purchase intention, with consumer confidence mediating this relationship. The study subjects were respondents who were members of tandasalib.com, and the sample size consisted of 252 individuals. Data collection techniques involve measuring purchase intention according to Ajzen and Fishbein's (1967) Theory of Reasoned Action (TRA); consumer confidence according to Pavlov's theory (2003) using scales such as Brand, Web, and E-Trust; and service quality according to Kotler's theory (2010) using the RATER framework (Responsiveness, Assurance, Tangibles, Empathy, Reliability). The Structural Equation Model (SEM was used for data analysis in this study. The major hypothesis suggests that service quality affects purchasing intentions, with consumer confidence acting as a mediator. The purpose of this research is to investigate the rapid development and growth of tandasalib.com in meeting consumer desires within a short period.
Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia... more Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia. The delectable taste and distinctive aroma of coffee have made it a favorite among individuals, turning coffee consumption into a popular habit both within Indonesia and globally. This research aims to investigate the impact of brand recognition, brand image, and trust on purchase decisions for Kopi Kenangan, a popular coffee brand in West Jakarta. providing valuable insights for the coffee industry and marketers in enhancing their branding strategies and fostering consumer loyalty. The findings will contribute to a better understanding of consumer behavior and brand dynamics in the ever-evolving coffee market.The study used purposive sampling to select 150 respondents from the Kopi Kenangan customer community, and data was collected through a survey questionnaire. The Partial Least Squares (PLS) technique was used to analyze the data. The study found that brand awareness, brand image, and trust have a significant and positive effect on customers' purchase decisions. The results of this study provide valuable insights into the factors that influence customer loyalty and purchase behavior in the coffee industry.
Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir me... more Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir menyebabkan perubahan pola perilaku dan preferensi masyarakat dalam menggunakan layanan digital. Hal ini secara tidak langsung mendorong munculnya tren percepatan transformasi digital di sektor bank pada tahun 2022, dimana bank secara masif mengoptimalkan penggunaan teknologi digital baik dalam produk maupun layanan nasabah. Penelitian ini dilatar belakangi oleh semakin berkembangnya bank digital yang menjadi fenomena di industri keuangan dalam beberapa tahun terakhir, dengan kebutuhan nasabah yang menginginkan kecepatan dan fleksibilitas layanan bank yang tersedia di mana saja dan kapan saja. Kepuasan nasabah tidak hanya mendukung kelangsungan hidup bank, tetapi juga perkembangan bank. Kepuasan nasabah dalam bank dipengaruhi oleh banyak faktor seperti kepercayaan karena bank beroperasi berdasarkan prinsip kepercayaan nasabah, kualitas pelayanan yang harus diberikan secara terus menerus dan tanpa gangguan, serta image atau citrabank itu sendiri. Berdasarkan fenomena diatas, maka penelitian ini bertujuan untuk menganalisis peran citra bank sebagai mediator dampak kepercayaan dan kualitas layanan elektronik terhadap kepuasan nasabah bank digital. Populasi dari penelitian ini adalah nasabah bank digital yang berlokasi di DKI Jakarta, dengan jumlah sampel adalah 190 orang. Metode analisis data menggunakan Structural Equation Model (SEM) diolah dengan SmartPLS versi 3.29. Pada penelitian ini diketahui bahwa kepercayaan tidak berpengaruh terhadap kepuasan nasabah, faktor yang membuat nasabah puas adalah kualitas layanan dan citra bank.
International Journal of Innovative Science and Research Technology, 2023
Objective of this research is to determine and analyze the effect of Attitude Toward Behavior, Su... more Objective of this research is to determine and analyze the effect of Attitude Toward Behavior, Subjective Norm, and Perceived Behavioral Control on interest in private health insurance participation with Trust as a mediator. The population in this study were private private health insurance participants located in Jabodetabek. Sampling was carried out using purposive sampling, with the criteria of consumers who are in Jabodetabek and are participants or have been participants in private health insurance. Sampling of 202 respondents. This study uses a structural equation model as an analytical method. The results of this study indicate that Attitude Toward has a positive and significant effect on Trust. Furthermore, the Subjective Norm does not have a significant direct effect on Trust. Meanwhile, Perceived Behavioral Control has a significant direct effect on Trust. Furthermore, Trust has a positive and significant effect on Purhcase Intention, Attitude Toward has a positive and significant effect on Purhcase Intention, Subjective Norm has a positive and significant effect on Purhcase Intention, but Perceived Behavioral Control does not have a direct and significant effect on Purhcase Intention. Then when viewed from the mediating factor, then Trust mediates the relationship between Attitude Toward and Purchase intention, while Trust does not mediate the relationship between Subjective Norm and Purchase intention, then Trust mediates the relationship between Perceived Behavioral Control and Purchase intention.
European Journal of Management and Marketing Studies, 2024
This study investigates the relationship between service quality and purchase intention, with con... more This study investigates the relationship between service quality and purchase intention, with consumer confidence acting as a mediator. The variables tested included service quality as an exogenous variable, purchase intention as an endogenous variable, and consumer confidence as a mediator. The main hypothesis posits that service quality affects purchase intention, with consumer confidence mediating this relationship. The study subjects were respondents who were members of tandasalib.com, and the sample size consisted of 252 individuals. Data collection techniques involve measuring purchase intention according to Ajzen and Fishbein's (1967) Theory of Reasoned Action (TRA); consumer confidence according to Pavlov's theory (2003) using scales such as Brand, Web, and E-Trust; and service quality according to Kotler's theory (2010) using the RATER framework (Responsiveness, Assurance, Tangibles, Empathy, Reliability). The Structural Equation Model (SEM was used for data analysis in this study. The major hypothesis suggests that service quality affects purchasing intentions, with consumer confidence acting as a mediator. The purpose of this research is to investigate the rapid development and growth of tandasalib.com in meeting consumer desires within a short period.
European Journal of Management and Marketing Studies, 2024
This study investigates the relationship between service quality and purchase intention, with con... more This study investigates the relationship between service quality and purchase intention, with consumer confidence acting as a mediator. The variables tested included service quality as an exogenous variable, purchase intention as an endogenous variable, and consumer confidence as a mediator. The main hypothesis posits that service quality affects purchase intention, with consumer confidence mediating this relationship. The study subjects were respondents who were members of tandasalib.com, and the sample size consisted of 252 individuals. Data collection techniques involve measuring purchase intention according to Ajzen and Fishbein's (1967) Theory of Reasoned Action (TRA); consumer confidence according to Pavlov's theory (2003) using scales such as Brand, Web, and E-Trust; and service quality according to Kotler's theory (2010) using the RATER framework (Responsiveness, Assurance, Tangibles, Empathy, Reliability). The Structural Equation Model (SEM was used for data analysis in this study. The major hypothesis suggests that service quality affects purchasing intentions, with consumer confidence acting as a mediator. The purpose of this research is to investigate the rapid development and growth of tandasalib.com in meeting consumer desires within a short period.
Dinasti International Journal of Education Management and Social Science, 2024
The purpose of this study is to test whether digital marketing and electronic wordof-mouth influe... more The purpose of this study is to test whether digital marketing and electronic wordof-mouth influence purchase decisions. The type of research used in this study is quantitative research. The subjects of this study were students of the Faculty of Economics and Business, Winaya Mukti University, Bandung. The data collection method used a questionnaire survey with a sample of 100 respondents using the Tokopedia marketplace for FEB UNWIM Bandung students. Data analysis used in this study was multiple linear regression analysis with the SPSS 26.0 program. The results of this study indicate that digital marketing and e-WOM variables have a positive and significant impact on the purchasing decisions of Tokopedia market users among FEB UNWIM Bandung students.
The COVID-19 pandemic and the development of information technology use in recent years have caus... more The COVID-19 pandemic and the development of information technology use in recent years have caused changes in people's behavior patterns and preferences in using digital services. This indirectly encourages the emergence of an accelerating trend of digital transformation in the bank sector in 2022, where banks massively optimize the use of digital technology in both customer products and services. This research is motivated by the development of digital banks which have become a phenomenon in the financial industry in recent years, with the needs of customers who want the speed and flexibility of bank services that are available anywhere and anytime. Customer satisfaction not only supports the survival of the bank, but also the development of the bank. Customer satisfaction in the bank is influenced by many factors such as trust because the bank operates based on the principle of customer trust, the quality of service that must be provided continuously and without interruption, and the image or image of the bank itself. Based on the above phenomenon, this study aims to analyze the role of the bank's image as a mediator of the impact of trust and quality of electronic services on digital bank customer satisfaction. The population of this study is digital bank customers located in DKI Jakarta, with a sample of 190 people. The data analysis method using the Structural Equation Model (SEM) is processed with SmartPLS version 3.29. In this study, it is known that trust does not affect customer satisfaction, the factors that make customers satisfied are the quality of service and the image of the bank.
Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia... more Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia. The delectable taste and distinctive aroma of coffee have made it a favorite among individuals, turning coffee consumption into a popular habit both within Indonesia and globally. This research aims to investigate the impact of brand recognition, brand image, and trust on purchase decisions for Kopi Kenangan, a popular coffee brand in West Jakarta. providing valuable insights for the coffee industry and marketers in enhancing their branding strategies and fostering consumer loyalty. The findings will contribute to a better understanding of consumer behavior and brand dynamics in the ever-evolving coffee market.The study used purposive sampling to select 150 respondents from the Kopi Kenangan customer community, and data was collected through a survey questionnaire. The Partial Least Squares (PLS) technique was used to analyze the data. The study found that brand awareness, brand image, and trust have a significant and positive effect on customers' purchase decisions. The results of this study provide valuable insights into the factors that influence customer loyalty and purchase behavior in the coffee industry.
Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir me... more Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir menyebabkan perubahan pola perilaku dan preferensi masyarakat dalam menggunakan layanan digital. Hal ini secara tidak langsung mendorong munculnya tren percepatan transformasi digital di sektor bank pada tahun 2022, dimana bank secara masif mengoptimalkan penggunaan teknologi digital baik dalam produk maupun layanan nasabah. Penelitian ini dilatar belakangi oleh semakin berkembangnya bank digital yang menjadi fenomena di industri keuangan dalam beberapa tahun terakhir, dengan kebutuhan nasabah yang menginginkan kecepatan dan fleksibilitas layanan bank yang tersedia di mana saja dan kapan saja. Kepuasan nasabah tidak hanya mendukung kelangsungan hidup bank, tetapi juga perkembangan bank. Kepuasan nasabah dalam bank dipengaruhi oleh banyak faktor seperti kepercayaan karena bank beroperasi berdasarkan prinsip kepercayaan nasabah, kualitas pelayanan yang harus diberikan secara terus menerus dan tanpa gangguan, serta image atau citra bank itu sendiri. Berdasarkan fenomena diatas, maka penelitian ini bertujuan untuk menganalisis peran citra bank sebagai mediator dampak kepercayaan dan kualitas layanan elektronik terhadap kepuasan nasabah bank digital. Populasi dari penelitian ini adalah nasabah bank digital yang berlokasi di DKI Jakarta, dengan jumlah sampel adalah 190 orang. Metode analisis data menggunakan Structural Equation Model (SEM) diolah dengan SmartPLS versi 3.29. Pada penelitian ini diketahui bahwa kepercayaan tidak berpengaruh terhadap kepuasan nasabah, faktor yang membuat nasabah puas adalah kualitas layanan dan citra bank.
BRANDING: Jurnal Ilmiah Manajemen dan Bisnis, 2023
This article examines the impact of the boycott movement against Israeli products on brand percep... more This article examines the impact of the boycott movement against Israeli products on brand perception and customer loyalty among Muslim consumers, primarily through an extensive literature review. It investigates how the socio-political context of the boycott influences Muslim consumers' perceptions and attitudes towards these brands. The study synthesizes findings from various scholarly articles, reports, and case studies to understand the dynamics between political activism and consumer behavior. Key insights reveal a notable shift in brand image and loyalty, underscoring the critical role of political and ethical considerations in shaping consumer choices. This comprehensive analysis contributes to the broader discourse on consumer behavior in politically sensitive environments and offers strategic insights for businesses in managing brand reputation amidst socio-political challenges.
Pelaksanaan Pengabdian kepada Masyarakat ini bertujuan untuk membuka wawasan pengusaha UMKM tenta... more Pelaksanaan Pengabdian kepada Masyarakat ini bertujuan untuk membuka wawasan pengusaha UMKM tentang pentingnya konsumen menyadari keberadaan atau eksistensi adanya merek yang dijual oleh pemasar. Ditengah kondisi pasca pandemi Covid-19 saat ini dimana perekonomian belum pulih sepenuhnya, daya beli masyarakat masih menurun, banyak masyarakat yang kemudian menekuni usaha sendiri, ditambah dengan adanya kemudahan pemasaran digitalmembuat banyak sekali bermunculan pengusaha-pengusaha baru. Banyaknya pengusaha baru yang bersaing ketat dengan pengusaha yang sudah ada ditambah adanya daya beli masyarakat yang menurun membuat masyarakat semakin selektif dalam membeli suatu produk. Terdapat kecenderungan konsumen akan memilih produk yang telah dikenal baik melalui pengalaman menggunakan produk maupun berdasarkan informasi yang diperoleh melalui berbagai sumber.Konsumen lebih cenderung loyal dengan membeli produk dari merek terkenal karena mereka merasa lebih nyaman dan menganggap merek yang ...
Currently, almost all banking services use digital banking technology to enable smooth transactio... more Currently, almost all banking services use digital banking technology to enable smooth transactions and take advantage of technological developments. Digital banking continues to grow and access to transactions is increasingly sophisticated through the use of application media, namely mobile banking or commonly called m-banking. Mobile banking is a wireless banking transaction service recommended by banks that uses smart phone technology to support the smooth and easy operation of banking. The background of this research is the phenomenon of the growing phenomenon of the Livin by mandiri mobile banking application as a payment medium which is currently a public need. Loyalty is an important factor in the financial industry to be able to continue to survive in business competition. Many factors that affect customer loyalty, especially Livin by mandiri mobile banking customers such as ease of use, hedonistic value, and customer satisfaction are suspected to play a role in the loyalty of Livin by mandiri mobile banking users. This study aims to analyze the role of satisfaction as a mediator of ease of use and hedonistic value on customer loyalty of Livin by mandiri users. The population of this study is Livin by mandiri users, with a sample size of 150 respondents. The data analysis method uses Partial Least Square 3.2.9.
European Journal of Management and Marketing Studies, Jun 6, 2024
This study investigates the relationship between service quality and purchase intention, with con... more This study investigates the relationship between service quality and purchase intention, with consumer confidence acting as a mediator. The variables tested included service quality as an exogenous variable, purchase intention as an endogenous variable, and consumer confidence as a mediator. The main hypothesis posits that service quality affects purchase intention, with consumer confidence mediating this relationship. The study subjects were respondents who were members of tandasalib.com, and the sample size consisted of 252 individuals. Data collection techniques involve measuring purchase intention according to Ajzen and Fishbein's (1967) Theory of Reasoned Action (TRA); consumer confidence according to Pavlov's theory (2003) using scales such as Brand, Web, and E-Trust; and service quality according to Kotler's theory (2010) using the RATER framework (Responsiveness, Assurance, Tangibles, Empathy, Reliability). The Structural Equation Model (SEM was used for data analysis in this study. The major hypothesis suggests that service quality affects purchasing intentions, with consumer confidence acting as a mediator. The purpose of this research is to investigate the rapid development and growth of tandasalib.com in meeting consumer desires within a short period.
Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia... more Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia. The delectable taste and distinctive aroma of coffee have made it a favorite among individuals, turning coffee consumption into a popular habit both within Indonesia and globally. This research aims to investigate the impact of brand recognition, brand image, and trust on purchase decisions for Kopi Kenangan, a popular coffee brand in West Jakarta. providing valuable insights for the coffee industry and marketers in enhancing their branding strategies and fostering consumer loyalty. The findings will contribute to a better understanding of consumer behavior and brand dynamics in the ever-evolving coffee market.The study used purposive sampling to select 150 respondents from the Kopi Kenangan customer community, and data was collected through a survey questionnaire. The Partial Least Squares (PLS) technique was used to analyze the data. The study found that brand awareness, brand image, and trust have a significant and positive effect on customers' purchase decisions. The results of this study provide valuable insights into the factors that influence customer loyalty and purchase behavior in the coffee industry.
Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir me... more Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir menyebabkan perubahan pola perilaku dan preferensi masyarakat dalam menggunakan layanan digital. Hal ini secara tidak langsung mendorong munculnya tren percepatan transformasi digital di sektor bank pada tahun 2022, dimana bank secara masif mengoptimalkan penggunaan teknologi digital baik dalam produk maupun layanan nasabah. Penelitian ini dilatar belakangi oleh semakin berkembangnya bank digital yang menjadi fenomena di industri keuangan dalam beberapa tahun terakhir, dengan kebutuhan nasabah yang menginginkan kecepatan dan fleksibilitas layanan bank yang tersedia di mana saja dan kapan saja. Kepuasan nasabah tidak hanya mendukung kelangsungan hidup bank, tetapi juga perkembangan bank. Kepuasan nasabah dalam bank dipengaruhi oleh banyak faktor seperti kepercayaan karena bank beroperasi berdasarkan prinsip kepercayaan nasabah, kualitas pelayanan yang harus diberikan secara terus menerus dan tanpa gangguan, serta image atau citrabank itu sendiri. Berdasarkan fenomena diatas, maka penelitian ini bertujuan untuk menganalisis peran citra bank sebagai mediator dampak kepercayaan dan kualitas layanan elektronik terhadap kepuasan nasabah bank digital. Populasi dari penelitian ini adalah nasabah bank digital yang berlokasi di DKI Jakarta, dengan jumlah sampel adalah 190 orang. Metode analisis data menggunakan Structural Equation Model (SEM) diolah dengan SmartPLS versi 3.29. Pada penelitian ini diketahui bahwa kepercayaan tidak berpengaruh terhadap kepuasan nasabah, faktor yang membuat nasabah puas adalah kualitas layanan dan citra bank.
International Journal of Innovative Science and Research Technology, 2023
Objective of this research is to determine and analyze the effect of Attitude Toward Behavior, Su... more Objective of this research is to determine and analyze the effect of Attitude Toward Behavior, Subjective Norm, and Perceived Behavioral Control on interest in private health insurance participation with Trust as a mediator. The population in this study were private private health insurance participants located in Jabodetabek. Sampling was carried out using purposive sampling, with the criteria of consumers who are in Jabodetabek and are participants or have been participants in private health insurance. Sampling of 202 respondents. This study uses a structural equation model as an analytical method. The results of this study indicate that Attitude Toward has a positive and significant effect on Trust. Furthermore, the Subjective Norm does not have a significant direct effect on Trust. Meanwhile, Perceived Behavioral Control has a significant direct effect on Trust. Furthermore, Trust has a positive and significant effect on Purhcase Intention, Attitude Toward has a positive and significant effect on Purhcase Intention, Subjective Norm has a positive and significant effect on Purhcase Intention, but Perceived Behavioral Control does not have a direct and significant effect on Purhcase Intention. Then when viewed from the mediating factor, then Trust mediates the relationship between Attitude Toward and Purchase intention, while Trust does not mediate the relationship between Subjective Norm and Purchase intention, then Trust mediates the relationship between Perceived Behavioral Control and Purchase intention.
European Journal of Management and Marketing Studies, 2024
This study investigates the relationship between service quality and purchase intention, with con... more This study investigates the relationship between service quality and purchase intention, with consumer confidence acting as a mediator. The variables tested included service quality as an exogenous variable, purchase intention as an endogenous variable, and consumer confidence as a mediator. The main hypothesis posits that service quality affects purchase intention, with consumer confidence mediating this relationship. The study subjects were respondents who were members of tandasalib.com, and the sample size consisted of 252 individuals. Data collection techniques involve measuring purchase intention according to Ajzen and Fishbein's (1967) Theory of Reasoned Action (TRA); consumer confidence according to Pavlov's theory (2003) using scales such as Brand, Web, and E-Trust; and service quality according to Kotler's theory (2010) using the RATER framework (Responsiveness, Assurance, Tangibles, Empathy, Reliability). The Structural Equation Model (SEM was used for data analysis in this study. The major hypothesis suggests that service quality affects purchasing intentions, with consumer confidence acting as a mediator. The purpose of this research is to investigate the rapid development and growth of tandasalib.com in meeting consumer desires within a short period.
European Journal of Management and Marketing Studies, 2024
This study investigates the relationship between service quality and purchase intention, with con... more This study investigates the relationship between service quality and purchase intention, with consumer confidence acting as a mediator. The variables tested included service quality as an exogenous variable, purchase intention as an endogenous variable, and consumer confidence as a mediator. The main hypothesis posits that service quality affects purchase intention, with consumer confidence mediating this relationship. The study subjects were respondents who were members of tandasalib.com, and the sample size consisted of 252 individuals. Data collection techniques involve measuring purchase intention according to Ajzen and Fishbein's (1967) Theory of Reasoned Action (TRA); consumer confidence according to Pavlov's theory (2003) using scales such as Brand, Web, and E-Trust; and service quality according to Kotler's theory (2010) using the RATER framework (Responsiveness, Assurance, Tangibles, Empathy, Reliability). The Structural Equation Model (SEM was used for data analysis in this study. The major hypothesis suggests that service quality affects purchasing intentions, with consumer confidence acting as a mediator. The purpose of this research is to investigate the rapid development and growth of tandasalib.com in meeting consumer desires within a short period.
Dinasti International Journal of Education Management and Social Science, 2024
The purpose of this study is to test whether digital marketing and electronic wordof-mouth influe... more The purpose of this study is to test whether digital marketing and electronic wordof-mouth influence purchase decisions. The type of research used in this study is quantitative research. The subjects of this study were students of the Faculty of Economics and Business, Winaya Mukti University, Bandung. The data collection method used a questionnaire survey with a sample of 100 respondents using the Tokopedia marketplace for FEB UNWIM Bandung students. Data analysis used in this study was multiple linear regression analysis with the SPSS 26.0 program. The results of this study indicate that digital marketing and e-WOM variables have a positive and significant impact on the purchasing decisions of Tokopedia market users among FEB UNWIM Bandung students.
The COVID-19 pandemic and the development of information technology use in recent years have caus... more The COVID-19 pandemic and the development of information technology use in recent years have caused changes in people's behavior patterns and preferences in using digital services. This indirectly encourages the emergence of an accelerating trend of digital transformation in the bank sector in 2022, where banks massively optimize the use of digital technology in both customer products and services. This research is motivated by the development of digital banks which have become a phenomenon in the financial industry in recent years, with the needs of customers who want the speed and flexibility of bank services that are available anywhere and anytime. Customer satisfaction not only supports the survival of the bank, but also the development of the bank. Customer satisfaction in the bank is influenced by many factors such as trust because the bank operates based on the principle of customer trust, the quality of service that must be provided continuously and without interruption, and the image or image of the bank itself. Based on the above phenomenon, this study aims to analyze the role of the bank's image as a mediator of the impact of trust and quality of electronic services on digital bank customer satisfaction. The population of this study is digital bank customers located in DKI Jakarta, with a sample of 190 people. The data analysis method using the Structural Equation Model (SEM) is processed with SmartPLS version 3.29. In this study, it is known that trust does not affect customer satisfaction, the factors that make customers satisfied are the quality of service and the image of the bank.
Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia... more Coffee is a widely consumed beverage enjoyed by people all over the world, including in Indonesia. The delectable taste and distinctive aroma of coffee have made it a favorite among individuals, turning coffee consumption into a popular habit both within Indonesia and globally. This research aims to investigate the impact of brand recognition, brand image, and trust on purchase decisions for Kopi Kenangan, a popular coffee brand in West Jakarta. providing valuable insights for the coffee industry and marketers in enhancing their branding strategies and fostering consumer loyalty. The findings will contribute to a better understanding of consumer behavior and brand dynamics in the ever-evolving coffee market.The study used purposive sampling to select 150 respondents from the Kopi Kenangan customer community, and data was collected through a survey questionnaire. The Partial Least Squares (PLS) technique was used to analyze the data. The study found that brand awareness, brand image, and trust have a significant and positive effect on customers' purchase decisions. The results of this study provide valuable insights into the factors that influence customer loyalty and purchase behavior in the coffee industry.
Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir me... more Pandemi COVID-19 dan perkembangan penggunaan teknologi informasi dalam beberapa tahun terakhir menyebabkan perubahan pola perilaku dan preferensi masyarakat dalam menggunakan layanan digital. Hal ini secara tidak langsung mendorong munculnya tren percepatan transformasi digital di sektor bank pada tahun 2022, dimana bank secara masif mengoptimalkan penggunaan teknologi digital baik dalam produk maupun layanan nasabah. Penelitian ini dilatar belakangi oleh semakin berkembangnya bank digital yang menjadi fenomena di industri keuangan dalam beberapa tahun terakhir, dengan kebutuhan nasabah yang menginginkan kecepatan dan fleksibilitas layanan bank yang tersedia di mana saja dan kapan saja. Kepuasan nasabah tidak hanya mendukung kelangsungan hidup bank, tetapi juga perkembangan bank. Kepuasan nasabah dalam bank dipengaruhi oleh banyak faktor seperti kepercayaan karena bank beroperasi berdasarkan prinsip kepercayaan nasabah, kualitas pelayanan yang harus diberikan secara terus menerus dan tanpa gangguan, serta image atau citra bank itu sendiri. Berdasarkan fenomena diatas, maka penelitian ini bertujuan untuk menganalisis peran citra bank sebagai mediator dampak kepercayaan dan kualitas layanan elektronik terhadap kepuasan nasabah bank digital. Populasi dari penelitian ini adalah nasabah bank digital yang berlokasi di DKI Jakarta, dengan jumlah sampel adalah 190 orang. Metode analisis data menggunakan Structural Equation Model (SEM) diolah dengan SmartPLS versi 3.29. Pada penelitian ini diketahui bahwa kepercayaan tidak berpengaruh terhadap kepuasan nasabah, faktor yang membuat nasabah puas adalah kualitas layanan dan citra bank.
BRANDING: Jurnal Ilmiah Manajemen dan Bisnis, 2023
This article examines the impact of the boycott movement against Israeli products on brand percep... more This article examines the impact of the boycott movement against Israeli products on brand perception and customer loyalty among Muslim consumers, primarily through an extensive literature review. It investigates how the socio-political context of the boycott influences Muslim consumers' perceptions and attitudes towards these brands. The study synthesizes findings from various scholarly articles, reports, and case studies to understand the dynamics between political activism and consumer behavior. Key insights reveal a notable shift in brand image and loyalty, underscoring the critical role of political and ethical considerations in shaping consumer choices. This comprehensive analysis contributes to the broader discourse on consumer behavior in politically sensitive environments and offers strategic insights for businesses in managing brand reputation amidst socio-political challenges.
Pelaksanaan Pengabdian kepada Masyarakat ini bertujuan untuk membuka wawasan pengusaha UMKM tenta... more Pelaksanaan Pengabdian kepada Masyarakat ini bertujuan untuk membuka wawasan pengusaha UMKM tentang pentingnya konsumen menyadari keberadaan atau eksistensi adanya merek yang dijual oleh pemasar. Ditengah kondisi pasca pandemi Covid-19 saat ini dimana perekonomian belum pulih sepenuhnya, daya beli masyarakat masih menurun, banyak masyarakat yang kemudian menekuni usaha sendiri, ditambah dengan adanya kemudahan pemasaran digitalmembuat banyak sekali bermunculan pengusaha-pengusaha baru. Banyaknya pengusaha baru yang bersaing ketat dengan pengusaha yang sudah ada ditambah adanya daya beli masyarakat yang menurun membuat masyarakat semakin selektif dalam membeli suatu produk. Terdapat kecenderungan konsumen akan memilih produk yang telah dikenal baik melalui pengalaman menggunakan produk maupun berdasarkan informasi yang diperoleh melalui berbagai sumber.Konsumen lebih cenderung loyal dengan membeli produk dari merek terkenal karena mereka merasa lebih nyaman dan menganggap merek yang ...
Memahami perilaku konsumen merupakan hal penting
bagi setiap bisnis karena hal ini membantu perus... more Memahami perilaku konsumen merupakan hal penting bagi setiap bisnis karena hal ini membantu perusahaan dalam merancang strategi pemasaran yang efektif. Dengan mempelajari perilaku konsumen, perusahaan dapat mengiden kasi preferensi, kebutuhan, dan motivasi konsumen yang menjadi dasar dalam mengembangkan produk atau layanan yang sesuai. Dengan demikian, perusahaan dapat menyesuaikan komunikasi pemasaran, harga, dan distribusi produk mereka agar lebih relevan dan menarik bagi konsumen, yang pada gilirannya meningkatkan penjualan dan kepuasan konsumen.
Strategi adalah pola tujuan serta kebijakan dan rencana besar dalam mencapai tujuan tersebut yang... more Strategi adalah pola tujuan serta kebijakan dan rencana besar dalam mencapai tujuan tersebut yang disusun sedemikian rupa sehingga mampu mendefinisikan bisnis perusahaan atau akan menjadi seperti apa perusahaan tersebut serta jenis perusahaan saat ini atau jenis perusahaan apa yang diinginkan. Strategi harus memberikan batasan-batasan dimana tujuan dan hasil harus mengikuti arah perusahaan kedepan. Strategi bisnis mengalami perubahan seiring berjalannya waktu. Berbagai perusahaan belajar untuk menganalisis lingkungan kompetitif, menetapkan kedudukan perusahaan, mengembangkan keunggulan kompetitif dan keuntungan perusahaan serta mengenali ancaman terhadap perusahaan untuk menjaga keberlangsungan perusahaan. Strategi harus bersifat fleksible ditengah dunia yang dinamis dan tidak menentu, serta tidak boleh ditetapkan secara permanen karena dunia usaha terus mengalami perubahan seiring perubahan perilaku konsumen, kemajuan teknologi, dan sebagainya.
Manajemen pemasaran adalah seni dan ilmu dalam mencari, memilih, memperoleh, mempertahankan, dan ... more Manajemen pemasaran adalah seni dan ilmu dalam mencari, memilih, memperoleh, mempertahankan, dan menumbuhkan pelanggan dengan memilih pasar sasaran dan meningkatkan nilai pelanggan. Menciptakan nilai di antara konsumen telah menjadi tema kunci dalam pengembangan pemikiran pemasaran modern. Pemasar sering menganggap pemasaran sebagai 'seni menjual produk', tetapi banyak yang terkejut saat mengetahui bahwa penjualan bukanlah bagian pemasaran yang paling penting. Selain penjualan, penting untuk dipahami bagaimana proses mendapatkan pelanggan, dan bagaimana mempertahankan pelanggan. Buku ini berisi teori, analisis, dan aplikasi manajemen pemasaran yang meliputi bauran pemasaran, komunikasi pemasaran, perilaku konsumen, strategi penetapan harga, saluran distribusi, pemasaran jasa, digital marketing, sampai dengan analisis pesaing hingga dapat menciptakan kepuasan pelanggan, dan menghasilkan loyalitas. Diharapkan buku ini dapat menambah referensi yang bermanfaat bagi mahasiswa dan siapa saja yang ingin mengetahui atau belajar tentang manajemen pemasaran.
Selfie tidak hanya menjadi tren sementara tetapi juga alat pemasaran yang
efektif untuk membentuk... more Selfie tidak hanya menjadi tren sementara tetapi juga alat pemasaran yang efektif untuk membentuk citra merek. selfie memungkinkan individu memperluas identitas mereka ke dalam dunia digital, mencakup merek yang mereka sukai. Oleh karena itu, selfie memberikan peluang bagi perusahaan untuk memanfaatkan citra merek dalam selfie konsumen dan memperkuat hubungan merekkonsumen.
International Conference on Community Development (ICCD), 2023
The implementation of Community Service aims to open the insight of small entrepreneurs about the... more The implementation of Community Service aims to open the insight of small entrepreneurs about the importance of consumers being aware of the existence or existence of brands sold by marketers. In the midst of economic recovery conditions after the Covid-19 pandemic and supported by the ease of digital marketing, many new entrepreneurs have emerged. The number of new entrepreneurs who compete fiercely with existing entrepreneurs plus the declining purchasing power of the community makes people more selective in buying a product. There is a tendency for consumers to choose products that are well known both through product experience and based on information obtained through various sources. Consumers are more likely to be loyal by buying products from well-known brands because they feel more comfortable and perceive familiar brands as more reliable, available, easier to find, and unquestionably quality. This training is designed to make people aware as business people that consumers will not look at a company's brand if it is considered bad and has a bad reputation in the market so that a really mature strategy is needed so that the brand can be known by many people. Consumer awareness of a brand is expected to increase satisfaction and increase consumer loyalty. Overall, participants are expected to understand the importance of brand awareness concepts and strategies, but have not been able to practice them in real and detail. Continuous participation is needed in providing training until participants are able to practice it.
International Conference on Community Development (ICCD), 2023
One of the causes of MSME performance problems is determining inappropriate packaging and brandin... more One of the causes of MSME performance problems is determining inappropriate packaging and branding strategies. This is due to a lack of knowledge regarding packaging and branding strategies. Based on this, the aim of this Community Service is to provide training and consultation regarding packaging and branding strategies. It is hoped that this PKM will provide benefits for participants, namely MSMEs in Cempaka Putih District, in the form of knowledge and application of packaging and branding strategies so that their performance can be improved, for MSMEs that are starting their business to increase their brand value so that they are known, as well as for MSMEs that are maintaining their brand. has been known to achieve increased performance and business sustainability. PKM participants are MSMEs who live in Cempaka Putih District and its surroundings, where the training that is part of PKM was held on July 27, 2023, in the Al Nisham Mosque Hall, Rawasari, Central Jakarta.
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Kepuasan nasabah dalam bank dipengaruhi oleh banyak faktor seperti kepercayaan karena bank beroperasi berdasarkan prinsip kepercayaan nasabah, kualitas pelayanan yang harus diberikan secara terus menerus dan tanpa gangguan, serta image atau citra bank itu sendiri. Berdasarkan fenomena diatas, maka penelitian ini bertujuan untuk menganalisis peran citra bank sebagai mediator dampak kepercayaan dan kualitas layanan elektronik terhadap kepuasan nasabah bank digital. Populasi dari penelitian ini adalah nasabah bank digital yang berlokasi di DKI Jakarta, dengan jumlah sampel adalah 190 orang. Metode analisis data menggunakan Structural Equation Model (SEM) diolah dengan SmartPLS versi 3.29. Pada penelitian ini diketahui bahwa kepercayaan tidak berpengaruh terhadap kepuasan nasabah, faktor yang membuat nasabah puas adalah kualitas layanan dan citra bank.
Kepuasan nasabah dalam bank dipengaruhi oleh banyak faktor seperti kepercayaan karena bank beroperasi berdasarkan prinsip kepercayaan nasabah, kualitas pelayanan yang harus diberikan secara terus menerus dan tanpa gangguan, serta image atau citra bank itu sendiri. Berdasarkan fenomena diatas, maka penelitian ini bertujuan untuk menganalisis peran citra bank sebagai mediator dampak kepercayaan dan kualitas layanan elektronik terhadap kepuasan nasabah bank digital. Populasi dari penelitian ini adalah nasabah bank digital yang berlokasi di DKI Jakarta, dengan jumlah sampel adalah 190 orang. Metode analisis data menggunakan Structural Equation Model (SEM) diolah dengan SmartPLS versi 3.29. Pada penelitian ini diketahui bahwa kepercayaan tidak berpengaruh terhadap kepuasan nasabah, faktor yang membuat nasabah puas adalah kualitas layanan dan citra bank.
bagi setiap bisnis karena hal ini membantu perusahaan
dalam merancang strategi pemasaran yang efektif. Dengan
mempelajari perilaku konsumen, perusahaan dapat
mengiden kasi preferensi, kebutuhan, dan motivasi
konsumen yang menjadi dasar dalam mengembangkan
produk atau layanan yang sesuai. Dengan demikian,
perusahaan dapat menyesuaikan komunikasi pemasaran,
harga, dan distribusi produk mereka agar lebih relevan dan
menarik bagi konsumen, yang pada gilirannya
meningkatkan penjualan dan kepuasan konsumen.
efektif untuk membentuk citra merek. selfie memungkinkan individu memperluas identitas mereka ke dalam dunia digital, mencakup merek yang mereka sukai. Oleh karena itu, selfie memberikan peluang bagi perusahaan untuk memanfaatkan citra merek dalam selfie konsumen dan memperkuat hubungan merekkonsumen.