Published date: May 26 2023

Journal Title: KnE Social Sciences

Issue title: International Conference on Advance & Scientific Innovation (ICASI)

Pages: 780–792

DOI: 10.18502/kss.v8i9.13392

Vina Melianavina.meliana@kalbis.ac.idInstitut Teknologi dan Bisnis Kalbis, Jakarta, Indonesia

Ignatius A. SumbogoInstitut Teknologi dan Bisnis Kalbis, Jakarta, Indonesia

Marthaleina RumindaInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

Purbanuara ParlindunganInstitut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

Sondang SibueaUniversitas Mohammad Husni Thamrin, Jakarta, Indonesia

The city of Bandung has enormous potential to grow its local brands. This study aimed to investigate local brand satisfaction based on two key factors, the city of origin being Bandung and electronic service quality. This study used descriptive quantitative methods and questionnaires from 210 respondents who had purchased a bodypack model bag product from any enterprise in Bandung. The data analysis technique used was multiple regression. The results showed that the city of origin and electronic service quality affects, both partially and simultaneously, customer satisfaction.

Keywords: country of origin, electronic service quality, customer satisfaction, creative industry

[1] Senja. 10 Destinasi Wisata Favorit Turis Asia Pasifik, Indonesia Peringkat 10. 2019.

[2] Prakoso. Ini 10 Destinasi Favorit Wisatawan Indonesia Tahun 2018. 2018.

[3] Notiasari GM, Nabilah F, Didiet RR, Hidayat, Sitorus PP, Gultom S. The Promotion Strategy To Increase Public Awareness of Halal Logistics In Indonesia. In: Global Research On Sustainable Transport & Logistics. Institut Transportasi dan Logistik Trisakti, Jakarta. pp. 1224–2018.

[4] Nivell Rayda. Why Indonesia’s Bandung is a hotbed for culinary oddities and invention. 2020.

[5] Aaker. Consumer Behaviour in Era Millenial. Lembaga Penelitian dan Penulisan AQLI, Medan. 2018.

[6] Ruminda M, Manoppo SS, Warsito T, Irenita N, Ayutia Y. Strategic Formulation to Improve the Ticket Sales (Study Case at P . T . Citilink Indonesia, HLP – YIA Routes). pp. 663–671.

[7] Indriyarti ER, Christian M, Yulita H, Ruminda M, Sunarno S, Wibowo S. Online Food Delivery App Distribution and Determinants of Jakarta’s Gen Z Spending Habits. Journal of Distribution Science. 2022;20(7):73–86.

[8] Sisca SA. Tarigan, Sherly, et al., Service Marketing: Pendekatan Teori dan Praktik. Bandung: Media Sains Indonesia; 2022.

[9] Demirbag S, Tatoglu E, Tekinkus M, Zaim S. M., Tatoglu, E., Tekinkus, M. and Zaim, “An Analysis of The Relationship Between TQM Implementation and Organizational Performance:” Turkish SMEs. J Manuf Tech Manag. 2006;17(6):829–47.

[10] Listiana, “Pengaruh country of origin terhadap perceived quality dengan moderasi etnosentris konsumen.,”. Jurnal Ilmiah Administrasi Bisnis. 2013;8(1):21–47.

[11] Sibuea S, Ikhsan Saputro M, Annan A, Bowo Widodo Y. Aplikasi Mobile Collection Berbasis Android Pada PT. Suzuki Finance Indonesia. Maret. 2022;2(1).

[12] D. Badawi. Humairoh. Impact of the Origin of Local Products, and Service Quality to Customer Satisfaction and Behavioral Intention. Proceeding of International Conference on Interdisciplinary Research and Development. pp. 159–170. 2015.

[13] K. and Keller. Marketing Management. New Jersey: Pearson Prentice Hall; 2016.

[14] Zeithaml G. Bitner, Service Marketing: Intergrating customer focus across the firm. 6th ed. New York: McGraw Hill; 2013.

[15] Tjiptono dan Chandra. Service Quality dan Satisfaction. Andi Offset. Yogyakarta; 2016.

[16] Tobagus, “Pengaruh E-Service Quality Terhadap E-Satisfaction Pada Pengguna di Situs Tokopedia.,”. Agora. 2018;6(1):1–10.

[17] Fitriani IK. A., & Subagja, “Pengaruh Kualitas Layanan Dan NIlai Pelanggan Terhadap Kepuasan Pelanggan Toko Serba Ada Matahari Di Pondok Gede Plaza Kota Bekasi.,”. Jurnal Manajemen Bisnis Krisnadwipayana. 2017;5(3):154–66.

[18] Malhotra, Marketing Research. 6th ed. New Jersey: Prentice Hall; 2017.

[19] Simarmata J, Ruminda M, Silalahi SA. Faktor yang mempengaruhi niat pembelian ulang tiket pesawat. Jurnal Manajemen Transportasi & Logistik. 2020;7(2):87–95.

[20] Jannah M, Meliana V. Pengaruh Kualitas Produk dan Relationship Marketing Terhadap Kepuasan Konsumen Ngemil Banana Chips. STREAMING Jurnal Manajemen. 2022;1(1):20–4.

[21] Suci A, Oktavia L, Ruminda M, Liauw JK. the Influence of Market Place Mobile Application Towards Purchase Intention By Webqual 4.0 Method. pp. 695–703, 2019.

[22] Simarmata J, Ruminda M, Kosasih SC, Suvittawat A. Service Innovation for Business Growth : Case Study of Thai and Indonesian Logistic Entrepreneurs. 2018. pp.1486– 1495.

[23] Agrawal S, Singh V, Upadhyay Y. Structural model of information quality framework to e-agri supply chain. Journal of Advances in Management Research. 2021;18(4):609– 34.