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All Journal Jurnal Bisnis dan Manajemen Jurnal Administrasi Bisnis JAM : Jurnal Aplikasi Manajemen International Journal of Local Economic Governance PROFIT : Jurnal Administrasi Bisnis
Srikandi Kumadji
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : PROFIT : Jurnal Administrasi Bisnis

 1 
PENGARUH KUALITAS LAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi pada Klinik dr. Sumakto, Sp. A(K) di Malang) Yekti Asmoro Kanthi; Suharyono Suharyono; Srikandi Kumadji
PROFIT: JURNAL ADMINISTRASI BISNIS Vol. 10 No. 1 (2016): PROFIT : Jurnal Administrasi Bisnis
Publisher : FIA UB

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (814.306 KB) | DOI: 10.21776/ub.profit.2016.010.01.4

Abstract

Service quality is crucial to the service providers to maintain markets in the long run. Good service quality will earn customers’ positive feedback. This research is conducted to find out and explain whether there a significant correlation between service quality, customers’ value, customers’ satisfaction and customers’ loyalty.  This  research  utilizes  Partial  Least  Square  (PLS)  technic analysis combined with hypothesis testing to examine the effect of the treatment to the determined variables. This research uses explanatory research with 60 sampel in health pediatric clinic Malang. Sampling technique used probability sampling with sistematic sampling approaching. The findings of the research indicate that service quality retains a significant effect to the customers’ value, customers’ satisfaction and customers’ loyality.  The customers’   value   correlates   significantly to the  customers’ satisfaction and customers’ loyality. The customers’ satisfaction correlates not significantly to the customers’ loyalty. Key words: services quality, customers’ value, satisfaction, customers’ loyalty, health pediatric clinic.Keywords: service quality, customer value, satisfaction, customer loyalty and child health clinics.ABSTRAKKualitas layanan merupakan kunci utama bagi suatu instansi jasa untuk mempertahankan pasar dalam  jangka waktu  yang  panjang.  Kualitas  layanan yang baik akan memberikan suatu nilai yang baik pula bagi pelanggan. Tujuan penelitian ini untuk mengetahui dan menjelaskan pengaruh signifikan kualitas layanan terhadap nilai pelanggan, kepuasan pelanggan dan loyalitas pelanggan. Penelitian ini menggunakan teknik analisis Partial Least Square (PLS) disertai dengan pengujian hipotesis untuk mengetahui pengaruh signifikan terhadap variabel   penelitian   yang   telah   ditentukan.   Penelitian   menggunakan   jenis penelitian eksplanatori dengan sampel sebanyak 60 orang pada salah satu klinik kesehatan anak di kota Malang. Teknik pengambilan sampel menggunakan probabilty sampling dengan pendekatan sistematic sampling. Hasil penelitian menunjukkan kualitas layanan berpengaruh signifikan terhadap nilai pelanggan, kepuasan pelanggan dan loyalitas pelanggan. Nilai pelanggan berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Kepuasan pelanggan berpengaruh tidak signifikan terhadap loyalitas pelanggan.Kata kunci : kualitas layanan, nilai pelanggan, kepuasan, loyalitas pelanggan dan klinik kesehatan anak.
PENGARUH IKLAN DI TELEVISI, KUALITAS PRODUK DAN HARGA TERHADAP CITRA MEREK SERTA IMPLIKASINYA PADA MINAT PEMBELIAN (Survei Pada Calon Konsumen Susu SGM Di Kota Malang) Evi Suwarni; Suharyono Suharyono; Srikandi Kumadji
PROFIT: JURNAL ADMINISTRASI BISNIS Vol. 11 No. 1 (2017): PROFIT : Jurnal Administrasi Bisnis
Publisher : FIA UB

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (472.75 KB) | DOI: 10.21776/ub.profit.2017.011.01.3

Abstract

This study aims to analyze and explain the Influence of Advertising on Television, Product Quality and Price toward Brand Image and Its Implication on Purchase Intention. This research was conducted using a survey method of potential consumers of milk SGM in Malang, with a total sample of 102 respondents. The analytical tool used is Path Analysis. The results showed that (1) Advertising on Television have significant effect toward brand image, (2) Product Quality have significant effect toward Brand Image, (3) Price have significant effect toward brand image, (4) Advertising on Television significant effect toward Purchase Intention, ( 5) Product Quality have significant effect toward Purchase Intention, (6) Price do not have significant effect toward Purchase Intention, (7) Brand Image have significant effect toward Purchase Intention. The three findings of this study as follows: (1) Advertising on Television have significant influence both directly and  indirectly to the Purchase Intention through brand image, (2) Product Quality have significant influence both directly and indirectly toward Purchase Intention through Brand Image, (3) Price directly effect does not have significant toward Purchase Intention, but indirectly Price through of Brand Image have significantly influence toward Purchasing IntentionKeywords:   Advertising on television, Product Quality, Price, Brand Image and Purchase IntentionABSTRAKPenelitian ini bertujuan untuk menganalisis dan menjelaskan pengaruh Iklan di Televisi, Kualitas Produk dan Harga terhadap Citra Merek serta Implikasinya pada Minat Pembelian. Penelitian ini dilakukan dengan menggunakan metode survei pada calon konsumen susu SGM di Kota Malang dengan jumlah sampel sebanyak 102 orang responden. Alat analisis yang digunakan adalah analisis jalur (Path Analysis). Hasil penelitian menunjukkan bahwa (1) Iklan di Televisi berpengaruh signifikan terhadap Citra Merek, (2) Kualitas Produk berpengaruh signifikan terhadap Citra Merek, (3) Harga berpengaruh signifikan terhadap Citra Merek, (4) Iklan di Televisi berpengaruh signifikan terhadap Minat Pembelian, (5) Kualitas Produk berpengaruh signifikan terhadap Minat Pembelian, (6) Harga berpengaruh tidak signifikan terhadap Minat pembelian, (7) Citra Merek berpengaruh signifikan terhadap Minat Pembelian. Keywords:   Advertising on television, Product Quality, Price, Brand Image and Purchase Intention   
Co-Authors . Ratnasari . Suharyono . Sunarti ACHMAD FAUZI Aisyah Erinda Andriani Kusumawati Aniesa Samira Bafadhal Arif Rahman Hidayat Bayu Nurbiyanto Bela Dwi Kuntari Bimo Taufan Perwira Choirul Umamy Cintia Veronica Eka Prabela Dahlan Fanani Deasy Rahayu Devi Farah Azizah Dian Dhany Pamuji Dinastya Saraswati Dita Putri Anggraeni Edy Yulianto Endhar Widjaya Putra Evi Suwarni, Evi Finta Cahya Putri Firman Dwi Cahyono Gery Gantara Husein Azis Rifai Jihan Khalida Jun Rachmawati Harum Kadarisman Hidayat M. Kholid Mawardi Muhammad Kholid Mawardi ratih kusuma dewi Ryan Nanda Whendy Shabrina Aqmarina Suharyono . Suharyono, Suharyono Sukma Istantia Wahyu Prasetyo Windya Eka Arifiana Windya Eka Arifiana Yekti Asmoro Kanthi Zaira Fauziah