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IMPACT OF SATISFACTION AND SWITCHING COST ON LOYALTY (CASE STUDY : CUSTOMER OF SIMPATI PROVIDER IN SURABAYA) Artanti, Yessy; Marischawati, Diani
Jurnal Ilmiah Ekonomi Bisnis Vol 17, No 1 (2012)
Publisher : Universitas Gunadarma

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Cellular services industry in Indonesia is currently located in the saturated, inwhich development can’t run as fast as before, even to decline. In times ofsaturated, if the market penetration can’t produce high profits, keeping thecustomer loyalty is one of the best ways for company to gain profit. The way tomaintain customer loyalty is to satisfy customers. But, in the hypercompetitif era,not only customer satisfaction is needed to maintain customer loyalty. Severalcompanies are also implementing the same customer satisfaction strategy, socustomers have a great power to move. To anticipate the movement of customers,it is necessary to apply another strategy. Biaya peralihan which are costs to beborne by the customer if the customer decides to switch, also serves to maintaincustomer loyalty. One of the biaya peralihan strategies adopted by Telkomsel tomaintain the customers loyalty is to making “simPATIzone” community for it’scustomer. Therefore the study aims are to examine and analyze the impact ofcustomer satisfaction on customer loyalty with biaya peralihan as a moderatorvariable on the simPATI phone card customers (studies on “simPATIzone”community In The WTC’s Surabaya). This study is a causal research. Thepopulation in this study is age 16-65 years, do not have other brands of GSMcard, and have been using phone cards simPATI for at least 1 year. Samplescollected as many as 210 respondents using accidental sampling technique.Measuring instrument used was a questionnaire, and data were analyzed withModerate Regression Analysis (MRA). The results showed that biaya peralihanbe a moderate variable is weakened the impact of customer satisfaction tocustomer loyalty. The result of regression, estimate adjusted R2 on 0,969 and thisaimed 96,9% changes of customer loyalty is depends of customer satisfaction,biaya peralihan, and interaction variable, and the other of variable aimed 3,1%.Suggested for other examined, to making biaya peralihan be second independentvariable in order not weakened the impact of customer satisfaction to customerloyalty.Key Words: customer satisfaction, biaya peralihan, customer loyalty

PENGARUH PENANGANAN KELUHAN TERHADAP LOYALITAS NASABAH PT. BANK MUAMALAT INDONESIA,TBK. DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL PERANTARA (STUDI PADA NASABAH BANK MUAMALAT CABANG SURABAYA) Artanti, Yessy; Ningsih, Lestari
Benefit Volume 14 No 2 Desember 2010
Publisher : Universitas Muhammadiyah Surakarta

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For many years Islamic banking industry has increased. One of player in Islamic banking competition is PT. MuamalatIndonesia. In service companies, the complaints are something that can not be avoided, in order to stay in competition, they must transform themselves continually to increasing handling of customer complaints as a determinant to create customer satisfaction. One of the advantages can be gained by the companies if the customers are satisfied, they will be a loyal customers. Measuring instruments used was a questionnaires, and datas are analyzed by Structural Equation Modeling. The results shows that handling of customer complaints toward customer satisfaction. While handling complaints do not directly affect customer loyalty.Â

THE IMPACT OF EXPERIENTIAL MARKETING ON WORD OF MOUTH WITH CUSTOMER SATISFACTION AS A INTERVENING VARIABLE Muhammad, Muhammad; Artanti, Yessy
Jurnal Dinamika Manajemen Vol 7, No 2 (2016): September 2016 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Semarang State University, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8201

PT Maktour got a predicate from the Ministry of Religous Affairs as the best special hajj and umrah Â organizer and was ranked as the Top Brand Index category travel agency in 2014. This study was to examine the impact of Experiential marketing on word of mouth (WOM) with customer satisfaction as intervening variable. The research design used hypothesis testing with a purposive sampling techniques. The respondents in this study were 105 respondents. The data were analyzed using AMOS software 20. The result showed Experiential marketing has a significant on customer satisfaction and WOM.

PENGARUH PENANGANAN KELUHAN TERHADAP LOYALITAS NASABAH PT. BANK MUAMALAT INDONESIA,TBK. DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL PERANTARA (STUDI PADA NASABAH BANK MUAMALAT CABANG SURABAYA) Artanti, Yessy; Ningsih, Lestari
Benefit: Jurnal Manajemen dan Bisnis Benefit : Kumpulan Makalah Diskusi Dosen FE UMS Volume 14 No 2 Desember 2010
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v14i2.1320

For many years Islamic banking industry has increased. One of player in Islamic banking competition is PT. MuamalatIndonesia. In service companies, the complaints are something that can not be avoided, in order to stay in competition, they must transform themselves continually to increasing handling of customer complaints as a determinant to create customer satisfaction. One of the advantages can be gained by the companies if the customers are satisfied, they will be a loyal customers. Measuring instruments used was a questionnaires, and datas are analyzed by Structural Equation Modeling. The results shows that handling of customer complaints toward customer satisfaction. While handling complaints do not directly affect customer loyalty.Â

Sebuah Studi pada Wanita Bekerja: Pengaruh Motivational Factors, Purchase Preferences, dan Tendency Towards Health Consciousness terhadap Purchase Intention Green Cosmetics Bella, Catresia Martha; Artanti, Yessy
Jurnal Ilmu Manajemen Vol 9, No 2 (2021)
Publisher : UNESA In Collaboration With APSMBI (Aliansi Program Studi dan Bisnis Indonesia)

The study investigated the intention of working women to buy green cosmetic products. In addition, it also analyzes the relationship between motivational factors, purchase preferences, and tendency towards health consciousness on the purchase intention of green cosmetic products. A model was developed to understand the effect of independent variables on the dependent variable. Motivational factors, purchase preferences, and tendency towards health consciousness were considered as independent variables and purchase intention of green cosmetic products as the dependent variable. The survey was conducted using an online questionnaire and collected data from 119 working women. Multiple linear regression in SPSS software was used to analyze the collected data. The results show that motivational factors have no significant effect on the purchase intention of green cosmetics. Meanwhile, purchase preferences and tendency towards health consciousness significantly affect purchase intention of green cosmetics. This study focuses on a group of working women. Future research may involve demographic variables, spending on buying green products, and lifestyle variables. Further research can also use in-depth interviews and focus group discussions on finding out more details regarding the use of green products. The green product is also closely related to the high-involvement product. It becomes interesting to involve it in further research.

The Impact of Experiential Marketing on Word of Mouth with Customer Satisfaction as a Intervening Variable Muhammad, Muhammad; Artanti, Yessy
JDM (Jurnal Dinamika Manajemen) Vol 7, No 2 (2016): September 2016 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8201

PT Maktour got a predicate from the Ministry of Religous Affairs as the best special hajj and umrah organizer and was ranked as the Top Brand Index category travel agency in 2014. This study was to examine the impact of Experiential marketing on word of mouth (WOM) with customer satisfaction as intervening variable. The research design used hypothesis testing with a purposive sampling techniques. The respondents in this study were 105 respondents. The data were analyzed using AMOS software 20. The result showed Experiential marketing has a significant on customer satisfaction and WOM.

PENINGKATAN PANGSA PASAR MELALUI PELATIHAN BISNIS ONLINE widyastuti, Widyastuti; Asandimitra, Nadia; Artanti, Yessy; Tiarawati, Monika
SYUKUR (Jurnal Inovasi Sosial dan Pengabdian Masyarakat) Vol 2 No 1 (2019): April
Publisher : Faculty of Economics and Business, University of Muhammadiyah Prof. DR. HAMKA

Pelaku bisnis online pada umumnya memanfaatkan media sosial untuk memasarkan produknya. Seringkali dijumpai produsen atau pelaku bisnis yang memajang produk maupun harga di laman berbagai macam media sosial. Adanya penipuan yang seringkali terjadi menyebabkan sebagian konsumen tidak percaya melakukan pembelian secara online. Mereka cenderung melakukan pembelian secara offline dengan datang langsung ke toko tempat menjual produk yang mereka inginkan. Hal tersebut mendorong pelaku usaha online yang memasarkan produknya melalui media sosial untuk membuat website. Website yang dibuat menyediakan fasilitas peta lokasi sehingga dapat meningkatkan kepercayaan konsumen. Adanya website maka diharapkan akan menunjang kelancaran usaha pelaku bisnis online. Melalui website, pelaku bisnis online dapat melakukan promosi maupun meningkatkan pangsa pasar dan penjualannya. Adapun luaran kegiatan PKM ini adalah berupa media belanja menggunakan teknologi informasi secara on line yaitu website. Dengan adanya website ini diharapkan pelaku usaha dapat menjangkau pangsa pasar yang lebih luas dan dapat meningkatkan penjualan. Hasil kegiatan PKM ini menunjukkan bahwa dengan aktivitas pelatihan ini motivasi para pelaku usaha online untuk meningkatkan kegiatan usahanya melalui website sangatlah tinggi ditunjukkan dengan adanya beberapa website yang telah dihasilkan oleh para pelaku usaha yang menjadi responden kegiatan PKM ini.   Kata kunci: bisnis online, website, pangsa pasar

PELATIHAN DESAIN MEREK SEBAGAI SARANA MEMPERKUAT IDENTITAS PRODUK Frianto, Agus; Tiarawati, Monika; Asandimitra, Nadia; Artanti, Yessy; Widyastuti, Widyastuti
Jurnal Pemberdayaan: Publikasi Hasil Pengabdian Kepada Masyarakat Vol 3, No 3 (2019)
Publisher : Universitas Ahmad Dahlan, Yogyakarta

Trademark as an activity to make a name, symbol or identity to distinguish one product/service from another product/service. Therefore, entrepreneurs/business owners/startup founders need to consider how brands are for products/services that they want to sell. With a brand, the total value of the product is higher so that consumers can see the brand as an important part of the product. Consumers will more easily differentiate company products from competitors through brands. However, the importance of giving brand to the product was not realized by SMEs who were in Ngawen and Randuboto Villages, Sidayu District, Gresik Regency. Their only focus is product sales. Brands can be a long-term investment for business owners. Brands that are well managed by business owners will provide long-term benefits. The purpose of this outreach program is to provide training on how to make a good brand so that it can be easily recognized by the general public. The outputs of this outreach program activity are brand designs that are ready to be printed and pasted on the product packaging of business actors. The results of this outreach program activity show that several business actors have been able to create attractive brands so that they can be easily recognized by consumers and ultimately create an identity for SME products in Sidayu District, Gresik

The Influence Of Religiosity And Reference Groups On Purchasing Decisions Sarah, Sarah Fitria; Artanti, Yessy
BISNIS Vol 8, No 1 (2020): BISNIS: Jurnal Bisnis dan Manajemen Islam
Publisher : Fakultas Ekonom dan Bisnis Islam Institut Agama Islam Negeri (IAIN) Kudus

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21043/bisnis.v8i1.6732

In recent years the growing fashion trend in Indonesia is a muslim fashion trend. The current trend of muslim clothing in Indonesia such as Rabbani muslim clothing that is in accordance with the teachings of Islamic religion is polite, closed and designed with materials that are not thin or dreamy. This study aims to analyze and discuss the effect of Religiosity and Reference Groups on Purchasing Decisions. This study uses a nonprobability sampling method with judgmental sampling method. The number of samples in this study were 220 respondents were selected were respondents who had bought Muslim clothing Rabbani and aged 17-60 years. The measurement scale uses a likert scale. Data analysis uses multiple linear regression analysis tools. Distribution questionnaires are done offline. The results of this study indicate that Religiosity does not significantly influence Purchasing Decisions. The results also showed that the Reference Group had a significant effect on Purchasing Decisions.

The Influence of Informativeness, Entertainment and E-mail Marketing Irritation on Online Buying Intentions with Attitude Toward Advertising as Mediation Variable Cahyani, Nukita Indah; Artanti, Yessy
SENTRALISASI Vol 9, No 2 (2020): Sentralisasi
Publisher : Universitas Muhammadiyah Sorong

Tujuan penelitian ini adalah menguji efektivitas e-mail marketing Traveloka dalam meningkatkan niat beli online konsumen. Penentu efektivitas sebuah iklan antara lain informativeness, entertainment dan irritation, yang nantinya akan membentuk sebuah sikap. Sikap konsumen terhadap iklan (attitude toward advertising) menjadi variabel mediasi yang mampu meningkatkan niat beli online. Teknik pengambilan sampel penelitian ini adalah nonprobability sampling dengan metode judgement sampling. Populasi dalam penelitian ini bersifat infinete, dimana jumlah populasi yang akan diteliti tidak diketahui jumlah pastinya. Responden yang digunakan yaitu 110 orang pengguna aplikasi Traveloka yang pernah membaca e-mail marketing Traveloka selama 2 minggu terakhir. Analisis data yang digunakan adalah analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa informativeness dan entertainment berpengaruh positif dan signifikan terhadap niat beli online, sedangkan irritation berpengaruh secara negatif dan signifikan terhadap niat beli online. Begitu pula pengaruhnya pada sikap terhadap iklan (attitude toward advertising), informativeness dan entertainment berpengaruh secara positif dan signifikan terhadap attitude toward advertising sedangkan irritation berpengaruh negatif dan signifikan terhadap attitude toward adevrtising.The purpose of this study is to examine the effectiveness of e-mail marketing in increasing consumer online buying intention. Determinants of the effectiveness of advertisements include information, entertainment and irritation, which in turn will form an attitude. Attitude toward advertising becomes a mediating variable that can increase online buying intentions. This study uses a nonprobability sampling technique with the type of judgment sampling. Respondents used were 110 users of Traveloka applications who have read Traveloka marketing e-mails for the past 2 weeks. Data analysis using path analysis. The results showed that information and entertainment had a positive and significant effect on online buying intention, while irritation had a negative and significant effect on online buying intention. Informativeness and entertainment have a positive and significant effect on attitude toward advertising, while irritation has a negative and significant effect on attitude toward advertising.

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