http://dspace-surabaya.uph.edu:8080/xmlui/handle/123456789/8 2026-11-06T14:48:29Z http://dspace-surabaya.uph.edu:8080/xmlui/handle/123456789/2521 Analisis pengaruh attractiveness, expertise dan trustworthiness terhadap purchase intention melalui brand satisfaction, brand image, dan brand trust pada produk scarlett di Surabaya Sharleen, Aurellia Industri fashion mengalami perkembangan yang pesat khususnya industri kecantikan. berbagai merek produk kosmetik banyak ditemukan di pasaran dengan berbagai varian produk dan variasi harga. Banyaknya pilihan produk kosmetik menyebabkan semakin sulitnya intensi membeli pada merek tertentu karena konsumen memiliki banyak alternative pilihan. Produk kosmetik merek Scarlett menarik untuk diteliti karena tergolong produk baru untuk masuk pasar kosmetik sedangkan persaingan sudah terjadi dengan ketat. Produk scarlett didirikan oleh seorang selebritis yang terkenal sehingga mendukung untuk kegiatan pemasaran produk. Untuk itu, tujuan penelitian ini adalah menjelaskan pengaruh ttractiveness, expertise, dan trustwhortiness terhadap purchase intention melalui brand satisfaction, brand image, dan brand trust pada produk Scarlett di Surabaya. Jenis penelitian ini adalah penelitian kuantitatif. Variabel penelitian meliputi variable laten tiga laten eksogen yaitu: attractiveness, expertise, dan trustwhortiness, sedangkan laten endogen adalah brand satisfaction, brand image, brand trust, dan purchase intention. Jumlah sampel penelitian sebanyak 130 sampel. Teknik pengumpulan data menggunakan kuesioner. Teknik analisis data menggunakan structural equation model menggunakan program AMOS. Temuan penelitian ini menunjukkan bahwa attractiveness dan trustwhortiness berpengaruh secara signifikan terhadap brand satisfaction, brand image, dan brand trust. Sedangkan trustwhortiness berpengaruh secara signifikan terhadap brand trust tetapi tidak berpengaruh terhadap brand satisfaction dan brand image. Brand satisfaction, brand image, dan brand trust secara signifikan berpengaruh terhadap purchase intention pada produk scarlett. Kata Kunci: Attractiveness, Trustwhortiness, Trustwhortiness, Brand satisfaction, Brand image, Brand trust, Purchase intention, Produk Kosmetik, Produk scarlett / The Impact Analysis of Attractiveness, Expertise, and Trustwhortiness on Purchase intention With Brand satisfaction, Brand image, and Brand trust at Scarlett’s Cosmetics in Surabaya Fashion industry growing fastly specially for beauty industry. There are many of cosmetic’s brand in the market with variously products and variously price. Consumer have more choice for cosmetic’s brand so it’s difficult to make a purchase for certainty brand. The Scarlett’s brand is new arrival among competitors. The founder of Scarlett’s brand is the national celebrity, so the popularity of the founder help to sales the product. The purpose of this research is to explain the influence of attractiveness, expertise, and trustwhortiness on purchase intention through brand satisfaction, brand image, and brand trust for Scarlett’s cosmetics product. The type of this research is quantitative research. The research variables are attractiveness, expertise, and trustwhortiness as exogen variables,while the endogen variables are: brand satisfaction, brand image, brand trust, and purchase intention. The number of samples are 130 of samples. Data collecting methods using questionnaire. Data analysis technique using structural equation model using AMOS program. The result showing that attractiveness and trustwhortiness influence to brand satisfaction, brand image, and brand trust. While influence on brand trust, but not influence to brand satisfaction and brand image. Brand satisfaction, brand image, and brand trust influence on purchase intention for Scarlett’s cosmetics products. Keywords: Attractiveness, Trustwhortiness, Trustwhortiness, Brand satisfaction, Brand image, Brand trust, Purchase intention, Cosmetics Product, Scarlett’s Brand 2021-10-14T00:00:00Z http://dspace-surabaya.uph.edu:8080/xmlui/handle/123456789/2520 Analisis pengaruh logistics service technical quality, logistics service functional quality, terhadap customer satisfaction yang membentuk customer loyalty pada pengguna layanan J&T Express di kota Surabaya Putra, Daniel Yoga Eka Selama beberapa tahun belakangan ini, penggunaan jasa pengiriman barang di masyarakat semakin meningkat dikarenakan oleh kebutuhan masyarakat luas akan jasa pengiriman ini. Untuk meningkatkan kepuasan dan kesetiaan pelanggan sebagai pengguna jasa ini, maka diperlukan penelitian mengenai minat beli konsumen dalam pengembangan layanan jasa J&T Express. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Logistics Service Functional Quality dan Logistics Service Functional Quality terhadap Customer Satisfaction dalam membentuk Customer Loyalty pada pelanggan J&T Express di Kota Surabaya. Manfaat yang diharapkan dari penelitian ini adalah memberikan kontribusi pada pengembangan teori dan penelitian pemasaran, serta bermanfaat bagi J&T Express dalam menelaah pengaruh variabel Logistics Service Technical Quality, dan Logistics Service Functional Quality terhadap Customer Satisfaction dalam membentuk Customer Loyalty. Penelitian ini merupakan penelitian dengan metode kuantitatif dengan pengolahan data menggunakan SPSS 22.0. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 125 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, berdomisili di Surabaya, pernah mengirim barang melalui J&T Express drop point secara langsung minimal 3 kali dalam enam bulan terakhir, pernah menerima barang melalui J&T Express minimal 3 kali dalam enam bulan terakhir, pernah menggunakan menu trace &track pada website J&T Express minimal 3 kali dalam enam bulan terakhir. Hasil penelitian ini membuktikan bahwa faktor-faktor dalam jasa pengiriman mampu untuk mempengaruhi Customer Loyalty variabel yang memiliki pengaruh terbesar adalah Customer Satisfaction terhadap variabel Customer Loyalty sebesar 0,907; kemudian variabel yang memiliki pengaruh terbesar kedua adalah variabel Logistics Service Technical Quality yang terdiri dari dimensi Order Release Quantity,Order Condition,Order Accuracy,Order Quality dan Timeliness terhadap variabel Customer Satisfaction sebesar 0,569; terbesar ketiga variabel Logistics Service Functional Quality terhadap variabel Customer Satisfaction sebesar 0,431 yang terdiri dari dimensi Personnel Contact Quality,Order./ Over the past few years, freight forwarding services in the community has increased due to the wider community's need for this delivery service. To increase Customer Satisfaction and CustomerLoyalty in community, it is necessary to research on consumer buying interest in the development of J&T Express services. This study aims to determine how the influence of Logistics Service Functional Quality and Logistics Service Functional Quality on Customer Satisfaction in forming Customer Loyalty on J&T Express customers in the city of Surabaya. The expected benefit of this research is to contribute to the development of marketing theory and research, as well as useful for J&T Express in examining the effect of the Logistics Service Technical Quality, and Logistics Service Functional Quality variables on Customer Satisfaction in forming Customer Loyalty. This research is a search with quantitative method with using data processing SPSS 22.0. Data collection was carried out by distributing questionnaires to 125 respondents with the characteristics of male and female respondents aged 18-60 years, in Surabaya, who had sent a goods from J&T Express drop points directly at least 3 times in the last six months, had received a goods through J&T Express at least 3 times in the last six months, have used the trace & track menu on the J&T Express website at least 3 times in the last six months. The results of this study prove that the factors in service delivery are able to influence Customer Loyalty. The variables that have the greatest influence are Customer Satisfaction on the Customer Loyalty variable of 0.907; then the variable that has the second biggest influence is the Logistics Service Technical Quality variable on the Customer Satisfaction variable of 0.569; The third largest variable is Logistics Service Functional Quality on the Customer Satisfaction variable of 0.431 2021-08-27T00:00:00Z http://dspace-surabaya.uph.edu:8080/xmlui/handle/123456789/2519 Analisis pengaruh technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, dan social support quality terhadap patient satisfaction dan behavioral intention penyintas covid-19 pada 13 Rumah Sakit Tipe B di Surabaya Pangemanan, Belina Antoinete Nelly Dalam satu negara, pembangunan dalam sektor kesehatan merupakan salah satu bagian dari pembangunan nasional yang krusial. Rumah Sakit merupakan salah satu industri pelayanan kesehatan dalam pembangunan sektor kesehatan yang dikhususkan untuk melakukan pelayanan kesehatan individu secara lengkap yang menyediakan pelayanan yang bervariasi. Berfokus kepada kota Surabaya yang pada tahun 2020 mempunyai tingkatan masyarakat yang mengidap COVID-19 terbanyak kedua di Indonesia. Rumah Sakit Tipe B menjadi salah satu tempat yang ditunjuk pemerintah untuk menjadi Rumah Sakit rujukan COVID-19 yang dapat diandalkan. Penelitian ini bertujuan untuk menganalisis bagaimana pengaruh Technical Quality, Procedural Quality, Infrastructural Quality, Interactional Quality, Personnel Quality, Dan Social Support Quality, terhadap Patient Satisfaction dan Behavioural Intention. Dalam penelitin ini, diharapkan untuk dapat memberikan manfaat dalam menambah pengetahuan dalam bidang manajemen, terutama mengenai pengaruh yang dimiliki Patient Satisfaction dalam meningkatkan Behavioural Intention pasien Rumah Sakit Tipe B. Penelitian secara kausal dan metode kuantitatif akan digunakan dalam penelitian ini dengan melakukan pengolahan data pada SPSS versi 22.0. Data akan dikumpulkan dengan menyebarkan kuesioner terhadap 140 responden dengan karakteristik pria dan wanita berusia 18 – 60 tahun, berdomisili di Surabaya, pernah terjangkit virus COVID-19 dan telah berhasil sembuh, pernah melakukan transaksi dan menggunakan pelayanan rawat inap dan rawat jalan untuk pengobatan penyakit COVID-19 di Rumah Sakit Tipe B di Surabaya. Dalam penelitian yang telah dilakukan terdapat hasil yang menunjukkan, variabel yang berpengaruh positif signifikan terhadap Patient Satisfaction adalah Technical Quality, Procedural Quality, Infrastructural Quality, Personnel Quality, dan Social Support Quality dan yang tidak berpengaruh signifikan adalah Interactional Quality dan Social Support Quality. Kemudian Patient Satisfaction berpengaruh positif signifikan terhadap terhadap Behavioural Intention. / In a country, the development of the health sector has become one of the crucial part in the national infrastructure. Hospital is one of the health industry in the development of the health sector that specialized in giving service to the individuals that serves a variety of health service. Focused on Surabaya that in the 2020 had such a significant rate of the COVID-19 rate which made Surabaya the second highest rate of COVID-19 in Indonesia. The Type B Hospital in Indonesia has become the chosen place by the government to be the referral hospital that government can count on during the pandemic era. The study aims to analyze how the influence of Technical Quality, Procedural Quality, Infrastructural Quality, Interactional Quality, Personnel Quality, and Social Support Quality, on Patient Satisfaction, and Behavioral Intention. This study will be done with a hope that it can provide benefits in increasing knowledge in the field of management, especially about the influence from Patient Satisfaction in increasing Behavioral Intention which will bring enhancement for the Hospital service to the COVID-19 sufferer. Study by causal research and quantitative methods will be used in this study by data processing on software SPSS version 22.0. Data will be collected by distributing questionnaires to 140 respondent with the characteristics of men and women aged 18-60 years, domiciled in Surabaya, was the COVID-19 sufferer, has received service from one of the 13 Type B Refferal Hospital in Surabaya, and has done a transaction through personal cash or/and BPJS or/and another assurance in he 13 Type B Refferal Hospital in Surabaya. In this study, the result indicate that the variables have a significant positive effect on Patient Satisfaction are Technical Quality, Procedural Quality, Infrastructural Quality, and Personnel Quality and for the variables that has no significant effect is Interactional Quality, and Social Support Quality 2021-08-27T00:00:00Z http://dspace-surabaya.uph.edu:8080/xmlui/handle/123456789/2518 Analisis pengaruh food quality, price, location and environment, service quality, customer satisfaction terhadap customer loyalty pada pelanggan sushi tei Pakuwon Mall di Surabaya Alexanders, Steven Dalam menjaga dan meningkatkan sektor industri makanan dan minuman. Ada beberapa cara penting yang dilakukan oleh kemenperin untuk menjaga tren di industri makanan dan minuman yaitu dengan mendorong adanya bahan baku untuk mencukupi kebutuhan manufaktur. Ditengah pandemic Covid-19 industri makanan dan minuman memiliki permintaan yang cukup tinggi, hal ini dikarenakan kebutuhan masyarakat akan makanan dan minuman untuk menjaga daya tahan tubuh. PT Sushi Tei Indonesia pertama kali dibuka pada tahun 2003 di kota Jakarta, dimana Sushi Tei telah membuka gerai di beberapa kota besar seperti di Bandung, Surabaya, Medan, Bali, Makassar, Yogyakarta, Pekanbaru, Batam, dan Palembang. Pada penelitian ini memiliki tujuan menganalisis bagaimana pengaruh Food Quality, Price, Location and Environment dan Service Quality terhadap Customer Loyalty melalui Customer Satisfaction. Dan penelitian ini mengharapkan dapat memberikan manfaat dalam bidang manajemen, terutama seberapa besar pengaruh yang dimiliki Customer Satisfaction dalam meningkatkan Customer Loyalty yang pada akhirnya dapat meningkatkan proses pembelian kembali restoran Sushi Tei Pakuwon Mall di Surabaya. Penelitian kausal dan metode kuantitatif akan digunakan dalam penelitian ini dengan melakukan pengolahan data pada aplikasi AMOS versi 22.0. Data akan dikumpulkan dengan melakukan pengedaran kuesioner terhadap 150 responden dengan karakteristik pria dan wanita berusia 18 - 60 tahun, bertempat tinggal di Surabaya, serta minimal pernah melakukan pembelian dan konsumsi di tempat minimal 2 kali dalam kurun waktu 2 tahun terakhir di gerai Sushi Tei Pakuwon Mall di Surabaya. Pada penelitian ini hasil menunjukan bahwa variabel yang berpengaruh positif signifikan terhadap Customer Satisfaction adalah Food Quality, Price, Location and Environment dan Service Quality. Kemudian Customer Satisfaction berpengaruh positif signifikan terhadap Customer Loyalty. Kata kunci: Food Quality, Price, Location and Environment dan Service Quality / In maintaining and improving the food and beverage industry sector. There are several important ways that the Ministry of Industry can take to maintain trends in the food and beverage industry, namely by encouraging the availability of raw materials to meet manufacturing needs. In the midst of the Covid-19 pandemic, the food and beverage industry has a fairly high demand, this is due to the community's need for food and beverages to maintain body resistance. PT Sushi Tei Indonesia was first opened in 2003 in the city of Jakarta, where Sushi Tei has opened outlets in several major cities such as in Bandung, Surabaya, Medan, Bali, Makassar, Yogyakarta, Pekanbaru, Batam, and Palembang. This study aims to analyze how the influence of Food Quality, Price, Location and Environment and Service Quality on Customer Loyalty through Customer Satisfaction. And this study hopes to provide benefits in the field of management, especially how much influence Customer Satisfaction has in increasing Customer Loyalty which in turn can improve the repurchase process of Sushi Tei Pakuwon Mall restaurant in Surabaya. Causal research and quantitative methods will be used in this study by processing data on the AMOS version 22.0 application. Data will be collected by distributing questionnaires to 150 respondents with male and female characteristics aged 18-60 years, residing in Surabaya, and at least having made purchases and consumption on the spot at least 2 times within the last 2 years at Sushi Tei Pakuwon Mall outlets. in Surabaya. In this study the results show that the variables that have a significant positive effect on Customer Satisfaction are Food Quality, Price, Location and Environment and Service Quality. Then Customer Satisfaction has a significant positive effect on Customer Loyalty. Keyword: Food Quality, Price, Location and Environment dan Service Quality 2021-10-13T00:00:00Z