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Pengaruh Kualitas Pelayanan Transportasi Publik terhadap Kepuasan Konsumen Yulita, Henilia; Wijaya, Brendi
Management & Accounting Expose Vol 3, No 1 (2020)
Publisher : Universitas Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/mae.v3i1.131

Penelitian ini bertujuan menguji pengaruh kualitas pelayanan transportasi publik (P-Transqual) terhadap kepuasan konsumen penumpang Kereta Api Commuter Line. Obyek penelitian adalah kualitas pelayanan yang terdiri dari personil, kenyamanan, bukti fisik dan keandalan sebagai variabel independen, serta kepuasan konsumen sebagai varibel dependen. Populasi penelitian ini adalah seluruh pengguna kereta api Commuter Line, dengan sampel sejumlah 389 responden. Teknis analisis yang digunakan adalah uji instrumen, uji prasyarat, dan uji hipotesis. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif dan signifikan personil, kenyamanan, bukti fisik dan keandalan dari kualitas pelayanan terhadap kepuasan konsumen KRL Commuter Line secara parsial maupun simultan. Kesimpulannya kepuasan konsumen Kereta api Commuter Line sangat dipengaruhi oleh kualitas pelayanan transportasi publik (P-Transqual). Diharapkan Pemerintah mengutamakan faktor kenyamanan sehingga para penumpang merasa aman ketika berada di Commuter Line dan petugas keamanan patut dipertahankan.

Pengaruh Kualitas Pelayanan Transportasi Publik terhadap Kepuasan Konsumen Henilia Yulita; Brendi Wijaya
Management & Accounting Expose Vol 3, No 1 (2020)
Publisher : Universitas Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/mae.v3i1.131

Penelitian ini bertujuan menguji pengaruh kualitas pelayanan transportasi publik (P-Transqual) terhadap kepuasan konsumen penumpang Kereta Api Commuter Line. Obyek penelitian adalah kualitas pelayanan yang terdiri dari personil, kenyamanan, bukti fisik dan keandalan sebagai variabel independen, serta kepuasan konsumen sebagai varibel dependen. Populasi penelitian ini adalah seluruh pengguna kereta api Commuter Line, dengan sampel sejumlah 389 responden. Teknis analisis yang digunakan adalah uji instrumen, uji prasyarat, dan uji hipotesis. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif dan signifikan personil, kenyamanan, bukti fisik dan keandalan dari kualitas pelayanan terhadap kepuasan konsumen KRL Commuter Line secara parsial maupun simultan. Kesimpulannya kepuasan konsumen Kereta api Commuter Line sangat dipengaruhi oleh kualitas pelayanan transportasi publik (P-Transqual). Diharapkan Pemerintah mengutamakan faktor kenyamanan sehingga para penumpang merasa aman ketika berada di Commuter Line dan petugas keamanan patut dipertahankan.

PENGARUH PENGALAMAN EMOSIONAL, ELECTRONIC WORD OF MOUTH, REPUTASI, DAN KEPUASAN TERHADAP LOYALITAS KONSUMEN Brendi Wijaya; Henilia Yulita; Shania Delviani
Management & Accounting Expose Vol 3, No 2 (2020)
Publisher : Universitas Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36441/accounting.v3i2.208

AbstrakPengalaman emosional yang negatif akan berpengaruh pada penurunan reputasi, dikarenakan electronic word of mouth yang dilakukan oleh konsumen yang tidak puas akan layanan tersebut. Penelitian ini menggunakan metode kuantitatif. Populasi penelitian adalah konsumen yang pernah menggunakan jasa transportasi Lion Air dengan sampel berjumlah 100 responden. Teknis analisis menggunakan SMART PLS 3.0 terdiri atas tiga macam, yaitu uji instrumen, uji prasyarat, dan uji hipotesis. Hasil penelitian menunjukkan bahwa kepuasan konsumen dipengaruhi oleh pengalaman emosional, e-Wom dipengaruhi oleh pengalaman emosional, reputasi tidak dipengaruhi oleh pengalaman emosional, loyalitas tidak dipengaruhi oleh kepuasan konsumen, e-Wom dipengaruhi oleh kepuasan konsumen, reputasi dipengaruhi oleh kepuasan konsumen, loyalitas dipengaruhi oleh reputasi, reputasi dipengaruhi oleh e-Wom, dan loyalitas dipengaruhi oleh e-Wom. Kata Kunci: pengalaman emosional, e-Wom, kepuasan konsumen, reputasi, loyalitas.

Effect of Emotional Experience, Electronic Word of Mouth, Reputation, Customer Satisfaction on Loyalty Brendi Wijaya; Henilia Yulita
Ilomata International Journal of Management Vol 1 No 4 (2020): October 2020
Publisher : Yayasan Ilomata

Lion Air was chosen by the public as an airline because of its lower fares compared to other airlines. However, Lion Air also often creates problems in terms of service, namely passenger displacement due to delay. With a negative emotional experience will have an effect on reputation decline, due to electronic word of mouth by consumers who are dissatisfied with the service. This type of research uses quantitative methods. The population of this research is all consumers who have used Lion Air transportation services with a sample of 100 respondents. The data collection method uses purposive sampling method. Technical analysis using SMART PLS 3.0 consists of three types, namely instrument testing, prerequisite tests, and hypothesis testing. The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is also influenced by E-Wom.

MENYIAPKAN MASA DEPAN DI MASA DINI Grace Putlia; Hary Saputra Sundoro; Brendi Wijaya; Ali Wardhana; Janny Rowena; Budi Budi; Samuel Samuel; Pipiyen Pipiyen
Jurnal Pengabdian dan Kewirausahaan Vol 3, No 2 (2019): Jurnal Pengabdian dan Kewirausahaan
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jpk.v3i2.1862

Knowing that human resources are important for the progress of a nation, it is necessary to have early preparation in order to be able to foster the future well. Supported also by the third Tri Dharma of Higher Education - Pengabdian Kepada Masyarakat (PKM), which states that the responsibilities of a teacher include transferring, transforming, and applying knowledge from within the campus to the public. Based on this, the University of Bunda Mulia conducted PKM activities by raising the topic "Preparing the Future in the Early Age". The selection of the subject of this research that has been adjusted to the topic is the Bhakti Utama School students. The method used in this PKM is ice breaking, the delivery of material includes lectures, sharing experiences and video playback as well as a question and answer session that results in two-way communication. In short, the material presented is in the form of the importance of money management and preparation for further education, planning provides direction and reduces uncertainty, and how to change bad behavior and habits. Each session is thirty minutes long. This PKM activity is expected to be held again, of course with more varied topics.

KOMPETENSI DI DUNIA REALITAS SETELAH LULUS SMA Grace Putlia; Hary S Sundoro; Meilisa Alvita; Brendi Wijaya; Ali Wardhana; Janny Rowena; Nicholas Wilson; Budi Budi; Samuel Samuel
Jurnal Pengabdian dan Kewirausahaan Vol 4, No 1 (2020): Jurnal Pengabdian dan Kewirausahaan
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30813/jpk.v4i1.2076

Considering that teenagers in the future will be the next generation, the future must be approved. Tri Dharma of higher education related to Pengabdian Kepada Masyarakat (PKM), which refers to the responsibilities of teachers including transferring, transforming, and using knowledge from within the campus for the community. Based on this, Bunda Mulia University conducted PKM activities by raising the topic " Kompetensi di Dunia Realitas setelah Lulus SMA". The participation of the study participants was adjusted to the topic Tunas Indonesia School students. The method used in this PKM is an ice breaking session, sharing of material, role playing as a practical tool for participants as well as question and answer sessions so that two-way communication can be used. In summary, life goals, self-development, the importance of soft skills in achieving our goals, and success in the world of work. Each session is twenty minutes long. In the future, the activity of PKM is expected to be held again, of course with more diverse topics and bring benefits. Keywords: competence, graduated high school, PKM, life goals.

Pengaruh Sikap yang Baik, Integritas, Loyalitas Dan Kepercayaan terhadap Suksesi Pada Bisnis Keluarga Berbasis Family Owned Enterprise (FOE) Generasi Pertama Brendi Wijaya; Andreas Wijaya; Renaldy Kurniawan
Business Management Journal Vol 14, No 1 (2018): Business Management Journal
Publisher : Universitas Bunda Mulia

This study aims to determine the succession planning that will be done on family-based company. Family Owned Enterprise (FOE). Subjects In this study used 3 companies that are large-scale enterprises, companies in the medium scale, and companies on a small scale. The company is used as a research subject because this family oriented bussines will face the first succession planning process to a successor candidate who is not from a family member. The purpose of this study is to know in further examine the factors in succession to prospective successors who are not from family members.Keywords: Succession, Family Oriented Business

Effect of Emotional Experience, Electronic Word of Mouth, Reputation, Customer Satisfaction on Loyalty Brendi Wijaya; Henilia Yulita
Ilomata International Journal of Management Vol 1 No 4 (2020): October 2020
Publisher : Yayasan Ilomata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52728/ijjm.v1i4.164

Lion Air was chosen by the public as an airline because of its lower fares compared to other airlines. However, Lion Air also often creates problems in terms of service, namely passenger displacement due to delay. With a negative emotional experience will have an effect on reputation decline, due to electronic word of mouth by consumers who are dissatisfied with the service. This type of research uses quantitative methods. The population of this research is all consumers who have used Lion Air transportation services with a sample of 100 respondents. The data collection method uses purposive sampling method. Technical analysis using SMART PLS 3.0 consists of three types, namely instrument testing, prerequisite tests, and hypothesis testing. The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is also influenced by E-Wom.

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