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All Journal Journal of Business & Banking Jurnal Dimensi JBMP (Jurnal Bisnis, Manajemen dan Perbankan) International Research Journal of Business Studies (E-Journal) EKONOMIS : Journal of Economics and Business Jurnal Penamas Adi Buana
Soni Harsono
Universitas Hayam Wuruk Perbanas Surabaya
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Service Recovery and Its Effect on Students’ Satisfaction, Trust, and WOM Communication Harsono, Soni
INTERNATIONAL RESEARCH JOURNAL OF BUSINESS STUDIES Vol 11, No 2 (2018): August-November 2018
Publisher : Universitas Prasetiya Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (404.033 KB)

Abstract

This study aims to examine the effect of service recovery, using distributive justice, procedural justice, and interactional justice approaches, on students’ satisfaction, trust, and WOM at excellent, flagship and non-flagship private universities in East Java, Indonesia. A total of 240 students participated in this study. Sampling was conducted using convenience sampling technique. Data analysis was done using regression assisted by SPSS and WarpPLS program. The results of this study provide university managers understanding that the low bargaining position perceived by the students has an impact on various aspects of teaching and learning process which eventually leads to the levels of students’ satisfaction, trust, and WOM. This study also suggests what should be done in the service recovery policy made by each university to increase the students’ satisfaction, trust, and positive WOM.Keywords:  Service recovery, Satisfaction, Trust and Word of mouth (WOM) https://doi.org/10.21632/irjbs.11.2.93-112
The Institution Image And Trust And Their Effect On The Positive Word Of Mouth Harsono, Soni
INTERNATIONAL RESEARCH JOURNAL OF BUSINESS STUDIES Vol 7, No 1 (2014): April-July 2014
Publisher : Universitas Prasetiya Mulya

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Abstract

MENGEMBANGKAN SERVICE ORIENTED-ORGANIZATIONAL CITIZENSHIP BEHAVIOUR (SOCB) DAN KUALITAS LAYANAN (SERVQUAL)) Soni Harsono; Tjahjani Prawitowati; Basuki Rachmat; Harry Widyantoro
Jurnal Penamas Adi Buana Vol 3 No 2 (2020): Januari
Publisher : LPPM Universitas PGRI Adi Buana Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36456/penamas.vol3.no2.a2223

Abstract

Kegiatan pelatihan “Mengembangkan Service Oriented-Citizenship Behaviour (SOCB) danKualitas Layanan (Servqual)” di BPD XXX dilaksanakan sebagai tindak lanjut dari hasilpenelitian PTUPT yang berjudul Pengembangan dan Implementasi Model SOCB dan Serqual padaIndustri Perbankan di Indonesia. Tujuan pelatihan ini untuk meningkatkan sikap kerja karyawanterkait dengan dimensi SOCB dan Servqual yang memiliki kesenjangan negatif agar menjadikesenjangan yang positif. Metode yang digunakan dalam pelatihan ini menggunakan metodeclassical yang dilengkapi dengan diskusi dan role play dengan pelibatan peran peserta pelatihansecara aktif. Hasil pelatihan tersebut, peserta memberikan respon yang positif ataspenyelenggaraan dan proses pembelajaran bersama narasumber. Selain itu, juga terjadipeningkatan pengetahuan sebelum dan setelah pelatihan. Peningkatan skor pemahaman tentangSOCB lebih besar daripada Servqual. Hal ini dikarenakan SOCB merupakan hal baru yangdipelajari, walaupun dalam layanan yang selama ini dilakukan juga telah mengandung perilakuSOCB. Selain itu dalam penugasan dan diskusi terkait dengan materi pelatihan, pesertamenyelesaikan dengan antusias. Saran-saran yang positif juga diberikan oleh peserta sebagaibentuk respon positif atas pelaksanaan pelatihan ini dan peserta dapat menerima materi denganpuas sehingga tercapai efektivitas pelatihan. Saran yang dapat disampaikan terkait tindak lanjutdari pelatihan ini adalah perlu adanya evaluasi tentang perubahan perilaku SOCB dan Servqualmelalui pengukuran sistematis. Pengukuran ini penting dilakukan karena akan dapatmenggambarkan capaian dari efektivitas pelatihan pada level tiga yaitu perubahan sikap atauperilaku. Selain itu sebaiknya pelatihan tentang SOCB dan Servqual dilaksanakan juga kepada stafyang lain secara kontinyu. Sebagai upaya dalam implementasi untuk membentuk danmeningkatkan SOCB serta kinerja Servqual, pengelola sumber daya manusia dapatmengaplikasikan metode coaching/ mentoring.
Pengaruh kesadaran merek dan diskon harga terhadap niat pembelian dengan mediasi citra Restoran Seafood New Javana di Surabaya Haryo Agung Prasetyo; Soni Harsono
Journal of Business & Banking Vol 5, No 1 (2015): May - October 2015
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v5i1.470

Abstract

The purpose of this research was to examine The Effect of Brand Awareness and Price Discount on Purchase Intention as mediated by the image of Seafood Restaurant New Javana in Surabaya. The data were collected by means of questionnaire for getting the response from the respondents on the 76 people. Sampling method is the Accidental Sampling conducted by questionnaire that is spread in a Restaurant Seafood New Java-na. Analysis technique used to test the relation of independent variables, mediating vari-able, and dependent variable is the Path Analysis with SPSS software for 16 Windows. This research shows that brand awareness and price discounts are significant and simul-taneous partial influence on the image of the restaurant. Brand awareness and purchase intent affect significantly, either directly or with the mediated image of the restaurant. Discount price does not affect significantly purchase intention. However, the discount price does not affect significantly purchase intent. But, the discount price can affect pur-chase intent significantly mediated the image of the restaurant.
Strategi pemasaran jasa transportasi taksi konvensional menghadapi persaingan jasa transportasi berbasis aplikasi online di Surabaya Dwi Karya Yuris Prabawati; Soni Harsono
Journal of Business & Banking Vol 7, No 1 (2017): Mei - Oktober 2017
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v7i1.973

Abstract

This research analyzes and explains the application of conventional taxi marketing strategy of Blue Bird in face of online application based transportation competition in Surabaya Indonesia. This research uses qualitative phenomenological approach. Data were collected from the operational and marketing managers of Blue Bird taxi (1 person), the driver (10 persons), and customer (10 people). To obtain complete information has been done observation, documentation, and interviews with open questions. The results show that Blue Bird's taxi marketing strategy consists of services, prices, distribution, promotion, people, physical evidence and processes that can impact on the company's performance is still not running well in the face of competition of online application-based transportation services. In terms of distribution strategies, people, physical evidence, and processes have been excellent but in product strategy, service, pricing, and promotional strategies are still in a weak condition. The implication of this research is that Blue Bird companies can improve their service innovation primarily on technology aspects, and then lower tariffs for consumers, and lastly use the internet medium to improve efficiency and cheaper than others so as to compete with online-based applications transportation services in Surabaya.
Kesadaran merek, citra merek, persepsi terhadap kualitas dan pengaruhnya terhadap niat beli sepeda motor Honda Vario di Surabaya Geby Laylany Widjanarko; Soni Harsono
Journal of Business & Banking Vol 9, No 1 (2019): Mei - Oktober 2019
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v9i1.1648

Abstract

Brand awareness, brand image, and highquality perception can lead the company to have a competitive advantage over a product in creating a relationship between consumers and producers. This study aims to examine and analyze the influence of brand awareness, brand image, and felt- quality towards the purchase intention Honda Vario motorcycle in Surabaya. By using purposive sampling obtained 130 respondents, using multiple linear regression for data analysis and validity, reliability and classical assumption tests have been carried out, this study proves that brand awareness, brand image, perceived quality affect purchase intentions both partially and simultaneously. Because this study has direct implications for purchase intentions, there are several indicators of brand awareness, brand image and quality that are felt to be lacking, should get attention from manufacturers, distributors and dealers.
PENGARUH KUALITAS LAYANAN DAN KEPUASAN EMOSIONAL TERHADAP KUALITAS HUBUNGAN DAN LOYALITAS PELANGGAN KFC DI SURABAYA Tiya Gita Pawitra; Soni Harsono
Journal of Business & Banking Vol 3, No 1 (2013): Mei 2013
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v3i1.251

Abstract

Some factors are deemed to be important for research in relation to customer loyalty. These factors are service quality, emotional satisfaction, relationship quality. The purpose of this study is to analyze the influence of service quality, emotional satisfaction, relationship quality on customer loyalty Kentucky Fried Chicken (KFC) in Surabaya. The sample taken consists of KFC Jalan Ahmad Yani Surabaya customers. Analysis tool used is the Structural Equation Modeling (SEM). The results showed that there is a significant and positive effect of service quality of emotional satisfaction, emotional satisfaction a positive significant effect on customer loyalty. Beside, emotional satisfaction has positive and significant effect on the quality of relationships.
PENGARUH HARGA, NILAI MANFAAT, DAN KUALITAS TERHADAP KEPUASAN PELANGGAN HANDPHONE BLACKBERRY DI SURABAYA Maretia Mega T.; Soni Harsono
Journal of Business & Banking Vol 3, No 2 (2013): November 2013
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v3i2.231

Abstract

This research aims to find out whether there is a relationship between the prices partially and a Blackberrys customer satisfaction, the previewed value and a Blackberrys customer satisfaction, and the quality and a Blackberrys customer satisfaction in Surabaya. Besides that, it also attempts to reveal whether there is a relationship between price, perceived value, and quality simultaneously and a Blackberrys customers satisfaction in Surabaya. Analysis is done by means of multiple linear regression analysis in SPSS 16.0. This study took 100 people as the respondents for getting the data which was conducted in Surabaya with a sample of the Blackberry users who have been using a Blackberry for at least 6 months. The sample technique is convenience sampling. It shows price significantly affects customer satisfaction; the perceived value has no effect on the customer satisfaction. Yet, quality significantly affects customer satisfaction. Simultaneously, price, perceived value, and quality affect the customer satisfaction.
INTERAKSI ANTARA KUALITAS LAYANAN DAN SOCB TERHADAP KEPUASAN SERTA HUBUNGANANYA DENGAN LOYALITAS NASABAH PADA BANK KONVENSIONAL DAN SYARIAH Soni Harsono
JURNAL DIMENSI Vol 10, No 3 (2021): JURNAL DIMENSI (NOVEMBER 2021)
Publisher : Universitas Riau Kepulauan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33373/dms.v10i3.3482

Abstract

Penelitian ini bertujuan untuk menguji pengaruh langsung kualitas layanan terhadap kepuasan, menguji pengaruh langsung kepuasan terhadap loyalitas dan menganalisis interaksi antara kualitas layanan dan SOCB dalam mempengaruhi kepuasan pada bank konvensional dan syariah. Populasi dalam penelitian ini adalah nasabah bank konvensional dan syariah di Surabaya dengan jumlah yang tidak diketahui, menggunakan teknik purposive sampling melibatkan 223 responden, kuesioner sebagai alat pengumpul data utama dan alat analisis menggunakan pendekatan Partial Least Square (PLS). Hasil penelitian membuktikan kualitas layanan berpengaruh langsung terhadap kepuasan dan kepuasan berpengaruh langsung pada loyalitas serta SOCB memoderasi hubungan antara kualitas layanan dengan kepuasan pada bank konvensional. Selanjutnya kualitas layanan berpengaruh langsung terhadap kepuasan dan kepuasan berpengaruh langsung terhadap loyalitas namun SOCB tidak memoderasi hubungan antara kualitas layanan dengan kepuasan pada bank syariah. Terdapat perilaku dan keterampilan pegawai yang berbeda antara kedua bank yang menjadi focus perhatian manajemen bank.
The Influence of Brand Image, Brand Trust and Brand Attitude on Interest in Becoming a Customer of Panin's Bank Savings and Current Accounts (Study at Bank Panin KCP Tambak Langon Surabaya) Mochamad Syaifudin Al Azis; Soni Harsono
JBMP (Jurnal Bisnis, Manajemen dan Perbankan) Vol 6 No 2 (2020): September
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (16.168 KB) | DOI: 10.21070/jbmp.v6i2.672

Abstract

Pada era Globalisasi persaingan bisnis antar Bank semakin ketat. Bank yang ingin terus berkembang dan meningkat harus mampu memberikan produk yang berkualitas. Namun, untuk menjadi Bank yang unggul dalam persaingan bukanlah sebuah hal yang mudah, diperlukan pengelolaan manajemen yang bagus dan berkualitas. Selain itu dibutuhkan pula strategi yang maksimal. Menurut UU RI No.10 1998, Bank merupakan badan usaha yang menghimpun dana dari masyarakat dalam bentuk simpanan dan menyalurkannya kepada masyarakat dalam bentuk kredit dan atau bentuk-bentuk lainnya dalam rangka meningkatkan taraf hidup masyarakat banyak. OJK mencatat hingga akhir Desember 2018, ada sebanyak 115 Bank di Indonesia dengan komposisi ada 5 Bank BUKU IV dan menguasai 51,03% asset perbankan. Bank BUKU III ada 28 Bank dengan pengusaan asset 35,23%. Bank BUKU II sebanyak 59 Bank dengan pangsa asset 12,65% dan Bank BUKU I sebanyak 22 Bank dan penguasaan asset hanya 1,08%. Di antara Bank tersebut, terdapat Bank Panin yang didirikan pada tahun 1971 yang merupakan hasil dari merger dari 3 Bank, yaitu Bank Kemakmuran, Bank Industri Jaya dan Bank Industri Dagang Indonesia. Berdasarkan data keuangan per September 2018, Bank nasional dengan asset tertinggi masih disematkan pada Bank BRI, peringkat ke dua terdapat Bank Mandiri, diikuti secara berututan Bank BCA, Bank BNI, Bank BTN, Bank CIMB Niaga, Bank Panin, Bank OCBC NISP,
Co-Authors Basuki Rachmat Basuki Rachmat Dwi Karya Yuris Prabawati Geby Laylany Widjanarko Harry Widyantoro Harry Widyantoro Haryo Agung Prasetyo Maretia Mega T. Mochamad Syaifudin Al Azis Much Aji Rochman Soleh Nathan Tidiend Haripraditya Silvy Eka Ratna Sari Tiya Gita Pawitra Tjahjani Prawitowati Tjahjani Prawitowati