Shihab, Muchsin Saggaff
Universitas Bakrie

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ANALISIS TINGKAT KEPUASAN PELANGGAN DENGAN MENGGUNAKAN KONSEP E-SERVQUAL (STUDI KASUS PELANGGAN SHOPEE) Daryanti, Putri; Shihab, Muchsin Saggaff
Journal of Entrepreneurship, Management and Industry (JEMI) Vol 2, No 3 (2019): Juli - September 2019
Publisher : Program Studi Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36782/jemi.v2i3.1915

Abstract

The purpose of this study is to demonstrate the possible of importance-performacen analysis for decision making to assess importance of Shopee Company, an e-comerce company in delivering service quality. This study used a type of descriptive research with quantitative research methods. This study used a sample issued by 100 respondents, which were Shopee customers and had made transactions at least 2 times in the past 6 months. This study used E-SERVQUAL variables by analyzing data using the Importance Performance Analysis (IPA) method. The results were published in general indicate that the level of conformity was not good and has not reached the customer's needs. Four attributes needed to be improved, six attributes needed to be held, and four attributes that need to be reduced by priority are addressed in the Cartesian diagram of the Importance Performance Analysis (IPA)
MEMBANGUN POSITIVE E-WOM MELALUI E-SERVICE QUALITY, KEPERCAYAAN DAN KEPUASAN Kartika, Yani; Shihab, Muchsin Saggaff
Journal of Entrepreneurship, Management and Industry (JEMI) Vol 2, No 4 (2019): Oktober - Desember 2019
Publisher : Program Studi Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36782/jemi.v2i4.1942

Abstract

The purpose of this study is to analyse antecedents of positive electronic word-of-mouth (e-WOM). Data were collected using a set of questionnaire distributed to the target respondents of Lazada Indonesia, an e-commerce company in the country. The online questionnaire is of screening questions, the socio-demographic items and the items of constructs. Using a purposive sampling technique, a total of 200 respondents were obtained. Findings show that e-service quality, customer satisfaction and trust are the boosters of positive e-WOM. This examination is hoped to give empiric understanding to the marketers to create positive e-WOM.
Pengaruh Persepsi Harga, Kualitas Produk, Citra Merek, dan Layanan Purna Jual Terhadap Keputusan Pembelian dan Dampaknya Terhadap Kepuasan Pelanggan Smartphone Asus. Studi Kasus di PT. Datascrip Cahya, Nur; Shihab, Muchsin Saggaff
Journal of Entrepreneurship, Management and Industry (JEMI) Vol 1, No 01 (2018): Maret 2018
Publisher : Program Studi Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (713.036 KB) | DOI: 10.36782/jemi.v1i01.1792

Abstract

This study aims to analyze the effect of perceive price, product quality, brand image and after sales service on purchase decision and the implications on customer satisfaction of Asus smartphone. This research is descriptive-quantitative in nature. Secondary data was obtained through various journals, books and related information. Primary data were obtained using questionnaire distributed to Asus customers in Datascrip service center. Using incidental sampling technique, a total sample of 245 Asus customers were obtained. Path analysis was employeds. Various statistical tests such as validity, reliability, normality tests were employed. The results showed that the variables’ of perceive price, product quality, brand image and after sales service partially and simultaneously had a significant and positive effect on purchase decision. Furthermore, only the variables of after sales service were found to have a direct effect on customer satisfaction. Purchase decision has a significant effect on customer satisfaction. In order to increase purchasing decision, it is recommended that Asus to pay attention to brand image by creating products that have attractive physical identities, in terms of packaging, color and design, and to create customer satisfaction should pay attention to facilities and infrastructure of service center as much as possible.