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Fitra Mardiana
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QUALITY SERVICE, TRUST, SATISFACTION, IMAGE COMPANY AND CUSTOMER LOYALTY: THE EFFECT OF ORAL INFORMATION ON BANK CUSTOMERS IN SURABAYA Fitra Mardiana; Trisa Indrawati
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 3 No. 1 (2015): Desember: Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (747.987 KB)

Abstract

Verbal informationcanbe one of thecapital towin the competition. Wordof mouthis astatement (personal ornon-personal) delivered by someone other than the organization (service provider) to the customer. customerloyaltycan becreated if thefirstbankto beable toprovideexcellentquality of serviceandsatisfactionto its customers. The product qualityof both goods andserviceswill contributegreatly tocustomer satisfaction, market share, and return on investment (return on investment) companies through cost reduction, improved productivity and customer satisfaction. This study to determine: a) Is there a significant positive effect of service quality on customer satisfaction?, B) Is there a significant positive effect on customer loyalty customer confidence?. C) Is there a significant positive effect on customer loyalty customer satisfaction?, d) Is there a significant positive effect on customer loyalty bank's image?. e) Is there a significant positive influence on customer loyalty verbal information? This study uses the theory of the service quality , corporate image , customer satisfaction , customer trust , customer loyalty and word of mouth marketing strategy .The method used is quantitative research . The method of selecting the sample using the method of selecting a random sample ( randomly sampling ) , while the technical implementation is accidental . This research was carried out on state-owned bank in Surabaya BNI , BRI , Bank Mandiri and BTN . The number of samples in this study 113 data collection techniques and procedures with questionnaires , interviews and literature study . While this type of data used is quantitative data . Test Validity and Reliability Research Tool application using the Statistical Program for Social Science ( SPSS ) 19.0 for Windows . Instrument reliability using Cronbach alpha coefficient . Based on test validity indicators for all the questions are valid as indicated r count for each indicator to the positive variables and greater than 0.3 . Meanwhile, for Cronbach alpha reliability shows all the indicators value is more than 0.6 so that it can be said that the instrument is reliable . However, customer satisfaction has a positive significant effect on the quality of service , customer loyalty significantly positive effect on customer satisfaction , and verbal information significantly positive effect on customer loyalty
ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KINERJA PEGAWAI (Studi Pada Kantor Sekretariat DPRD Kabupaten Manggarai) Rafael Nanggur; Fatimah Riswati; Fitra Mardiana
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 8 No. 2 (2021): Juni : Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1113.065 KB) | DOI: 10.30640/ekonomika45.v8i2.147

Abstract

Respondents of this study were 35 DPRD employees (as population) and 35 people were taken as the research sample; the sampling method using total sampling. This type of research is explanatory research, using a quantitative approach, data analysis tools using SPSS. The research objectives are: 1) To determine the effect simultaneously on the level of work ability, motivation and level of education on the performance of the secretariat staff of DPRD Manggarai Regency. 2) To determine the effect partially simultaneously on the level of work ability, motivation and level of education on the performance of the secretariat staff of DPRD Manggarai Regency. The results showed that : 1) Simultaneously, the level of work ability, motivation and education level had a positive and significant effect on the performance of the Manggarai Regency DPRD secretariat employees, as evidenced by the calculated F value that was owned was 4.439 with a significant level of 0.02 ( less than 0.05). 2) Partially, the level of work ability, motivation and level of education have a positive and significant effect on the performance of the secretariat staff of the Manggarai Regency DPRD, as evidenced by the t value of each independent variable, namely: the level of work ability has a t value of 1.019 with the level of a significance of 0.001 (less than 0.05); work motivation has a t value of 1.069 with a significance level of 0.02 (less than 0.05); and the level of education has a t value of 2.477 with a significance level of 0.03 (less than 0.05). The level of education has a dominant effect on the performance of the Manggarai Regency DPRD secretariat staff.
ANALISIS PENGARUH KEPUTUSAN INVESTASI, PENDANAAN DAN KEPUTUSAN DIVIDEN TERHADAP NILAI SAHAM PADA PERUSAHAAN MANUFAKTUR DI PASAR MODAL INDONESIA Fitra Mardiana
Neo-Bis Vol 3, No 2 (2009): DESEMBER
Publisher : Trunojoyo University of Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/nbs.v3i2.573

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui bagaimanakah pengaruh keputusan investasi, pendanaan, dan kebijakan dividen terhadap nilai perusahaan di perusahaan manufacturing yang terdaftar di pasar modal Indonesia. Hasil analisis data menunjukkan bahwa ketiga keputusan keuangan tersebut berpengaruh terhadap nilai perusahaan. Berdasarkan analisis parsial diketahui bahwa variabel yang memiliki koefisien beta tertinggi adalah dividen payout ratio (PDR) sebesar 0.632 sehingga bisa dikatakan bahwa kebijakan dividen mempunyai pengaruh yang dominan terhadap nilai perusahaan. Nilai koefisien (R2) adalah 0.401. Hal ini berarti bahwa variabel independent sebagai fungsi manajemen keuangan dapat menjelaskan 40.1% terhadap variabel dependen (market to book ratio). Dengan lain kata, sisanya 58.9% dijelaskan oleh variabel lain yang di luar dari model ini.
PEMBERDAYAAN USAHA SAMBAL KEMASAN Fitra Mardiana; Trisa Indrawati; Suprayoga Suprayoga
Prosiding Konferensi Nasional Pengabdian Kepada Masyarakat dan Corporate Social Responsibility (PKM-CSR) Vol 3 (2020): Peran Perguruan Tinggi dan Dunia Usaha Dalam Pemberdayaan Masyarakat Untuk Menyongsong
Publisher : Asosiasi Sinergi Pengabdi dan Pemberdaya Indonesia (ASPPI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (105.749 KB) | DOI: 10.37695/pkmcsr.v3i0.1092

Abstract

Program kegiatan ini bertujuan untuk mengembangkan manajemen usaha serta meningkatkan produksi padausaha mikro Sambal Kemasan di Kelurahan Semimi Kecamatan Benowo. Target Luaran yang telah dicapaimeliputi : 1) mitra dapata meningkatkan produksi, 2) mitra memiliki pengetahuan tentang cara penjualanproduk dengan memanfaatkan media sosial ,3) mitra memiliki kemampuan untuk menyusun administrasipembukuan keuangan sederhana, Metode yang digunakan dalam Program Pemberdayaan Masyarakat iniadalah 1) pelatihan 2) pendampingan usaha mikro sambal kemasan serta 3) melakukan monitoring, evaluasidan pelaporan terhadap hasil kegiatan dan keberhasilan program yang telah ditetapkan. Dampak daripelaksanaan kegiatan ini yaitu meningkatnya jumlah produksi dan cara penjualan produk dengan kemasanyang bersih dan menarik dengan memanfaatkan media sosial.
Co-Authors Fatimah Riswati Rafael Nanggur Suprayoga, Suprayoga Trisa Indrawati Trisa Indrawati