Slamet Heri Winarno
Akademi Sekretari dan Manajemen BSI Jakarta

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Determinan Loyalitas Pelanggan pada Operator Telepon Selular Slamet Heri Winarno; Bryan Givan; Y. Yudhistira
Esensi: Jurnal Bisnis dan Manajemen Vol 8, No 2 (2018)
Publisher : Faculty of Economic and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/ess.v8i2.7586

Abstract

The Determinants of Customers' Loyalty in Celuler Phone ProviderFor cellular network providers to create customer satisfaction and customer loyalty is very important and become the primary business objectives. The current competition is more on improving the quality of their products and competing with each other to enhance optimal service. This study aims to identify customer loyalty determination through product quality, switching cost, price perceived, and customer satisfaction. The subjects of this study are students of several universities using Indosat IM3 Ooredoo with the number of respondents 170 by using purposive sampling technique. Methods of data analysis using descriptive analysis and inferential analysis using SEM Path Analysis technique. The results showed that 18.1% customer satisfaction variable could be explained by variable switching cost and price perceived. Those variables have a positive impact on customer loyalty. On the other hand, 60.5% customer loyalty variables can explain by price perceived and customer satisfaction variables.DOI: 10.15408/ess.v8i2.7586 
Determinasi Kepuasan dan Loyalitas Pengguna Jasa Pendidikan pada Kinderfield School Cabang Bekasi Jawa Barat Sri Lestari; Slamet Heri Winarno
Jurnal Manajemen Vol 15 No 1 (2018)
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (494.679 KB) | DOI: 10.36406/jam.v15i01.146

Abstract

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. Similarly, conducted by Kinderfield School branch Bekasi which is one of the providers of education services that always strive for the purpose. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty at Kinderfield School Bekasi. In this study using 173 respondents as sample by using method of saturated sampling. This research is a quantitative research using observation method, interview and spreading of questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with Likert scale. Variables used include: quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor of customer satisfaction and loyalty.