Diena Dwidienawati, Deborah Audreylia Kusuma, Herlin Kartini, Jesslyn Johanna Wijaya,
Volume 33, Issue 2 (IJIEPR 2022)
Abstract
The Coronavirus (Covid-19) has become a threat to the world. The government has implemented various policies to prevent its spread, such as self-isolation, social distancing, etc. The regulation turned out to pose a big threat to many companies, especially in the retail sector. To survive in a pandemic, the company needs to ensure brand loyalty as an important factor in maintaining company stability. This study aims to determine the effect of Corporate Social Responsibility, Service Quality, Customer Satisfaction on Brand Loyalty, and the effect of Service Quality on Customer Satisfaction in coffee shop brands from the US. The method used is descriptive quantitative with 100 respondents from Greater Jakarta. The findings show that Corporate Social Responsibility and Service Quality do not directly influence Brand Loyalty, while Customer Satisfaction has a positive and significant relationship with Brand Loyalty. Meanwhile, Service Quality affects Customer Satisfaction positively and significantly.
Fakhri Ikhwanul Alifin, Bermawi Priyatna Iskandar, Nadia Fasa, Fransisca Debora,
Volume 35, Issue 2 (IJIEPR 2024)
Abstract
This study develops warranty cost models for repairable products subject to Lemon Laws, encompassing Critical and Non-Critical components forming a multi-component system. Failures can arise naturally or be induced by other components (i.e., failure interaction), defining a lemon if recurrent failures reach a threshold (k) during the warranty period. A lemon declaration triggers a refund or replacement by the manufacturer. Four warranty cost models are proposed from the manufacturer's standpoint, considering failure mechanisms. Increasing failure thresholds in the warranty scheme substantially decreases warranty cost rates. For instance, a threshold (k) of 5 in refund and replacement schemes yields the lowest cost rates of 33.7159 and 25.8249, respectively. Failure interactions escalate total warranty costs; for instance, in a refund scheme (k = 5), costs with failure interaction reach 31.0169 compared to 28.7603 without. Similar trends apply to replacement schemes. Moreover, a lower warranty cost rate will extend the period, indicating regulation fulfillment due to a closer warranty period to the Lemon period. Sensitivity analysis also underscores the role of higher reliability in reducing warranty costs and complying with Lemon Laws. Finally, maintenance strategies and product reliability are emphasized to fulfill Lemon Laws with minimal costs, i.e., fewer warranty claims.
