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All Journal JAM : Jurnal Aplikasi Manajemen
Sunaryo Sunaryo
Faculty of Economics and Business Universitas Brawijaya
Decision Sciences, Operations Research & Management

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THE EFFECT OF SERVICE QUALITY ON CUSTOMER RETENTION THROUGH COMMITMENT AND SATISFACTION AS MEDIATION VARIABLES IN JAVA EATING HOUSES Sulva Widya Sari; Sunaryo Sunaryo; Mugiono Mugiono
Jurnal Aplikasi Manajemen Vol 16, No 4 (2018)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (361.589 KB) | DOI: 10.21776/ub.jam.2018.016.04.05

Abstract

The culinary business is faced with high competition to keep their customers, these conditions cause Javanese Restaurant expected to create customer retention through service quality. Therefore, this study aims to determine the relation of service quality, commitment, and satisfaction on customer retention and the effect of commitment and satisfaction as a mediator of service quality on customer retention. The analysis is based on 100 respondents who were customers of Javanese Restaurant in Kuta Utara Bali through a survey questionnaire. The measurement model of research hypothesis analysis using Partial Least Square (PLS) procedure. The result of the research indicates that service quality and commitment have no significant effect on customer retention while other variables have a significant effect. The effect of customer satisfaction fully mediates on the relationship of service quality on customer retention. This study contributes to a restaurant to combine strategies of improving service quality, commitment, and customer satisfaction, so that customer retention is realized through repeat purchases.
THE ROLE OF BRAND ATTITUDE AND BRAND CREDIBILITY AS A MEDIATOR OF THE CELEBRITY ENDORSEMENT STRATEGY TO GENERATE PURCHASE INTENTION Deandra Vidyanata; Sunaryo Sunaryo; Djumilah Hadiwidjojo
Jurnal Aplikasi Manajemen Vol 16, No 3 (2018)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (116.127 KB) | DOI: 10.21776/ub.jam.2018.016.03.04

Abstract

The growth of Instagram continues, with the majority of its users being millennial consumers who share all aspects of their life on social media. One of the most popular advertising strategies is using celebrity endorsers. The purpose of this study is to investigate the role of brand attitude and brand credibility as a mediator of the celebrity endorsement to purchase intention. This study can be categorized as explanatory research and the sampling technique used in this research is purposive sampling. The result of this study showed that celebrity endorsement would not directly affect purchase intention, though celebrity endorsement can enhance brand attitude and brand credibility which in turn increase purchase intention.This study only focused on apparel products. Thus future research may consider using another type of product. Further, future research is expected to use another social media other than Instagram and to consider using another variable as the mediator.
THE ROLE OF CUSTOMER TRUST IN MEDIATING INFLUENCE OF BRAND IMAGE AND BRAND AWARENESS OF THE PURCHASE INTENTION IN AIRLINE TICKETS ONLINE Arya Krisna Pramudya; Achmad Sudiro; Sunaryo Sunaryo
Jurnal Aplikasi Manajemen Vol 16, No 2 (2018)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (76.846 KB) | DOI: 10.21776/ub.jam.2018.016.02.05

Abstract

Developments in technology, has facilitated the public in obtaining information. One of the information technologies is the internet which penetrated into every aspect of life, especially in the world of business. The progress in the information technologies has increased business competition, particularly in the airline industry. The purpose of this study was to obtain empirical evidence related to the role of customer trust in mediating influence of brand image and brand awareness of the purchase intention in airline tickets online. This study using SEM analysis (Structural Equation Model) with the number of samples is 140. The object of this research is that consumers in one of the governmentowned airline company in Indonesia (Flag Carrier). The results showed that the corporate image has an influence on customer trust. Brand awareness has effects on customer trust and purchase intention. Customer trust has an influence on purchase intention. The customer trust is able to mediation and gives the influence of the corporate image on purchase intention. Indications and implications of the results of these studies are discussed further in this article.
THE EFFECT OF MONEY AVAILABILITY, TIME AVAILABILITY AND PROMOTION OF IMPULSE PURCHASE BEHAVIOR OF CHOCOLATE SNACK PRODUCTS THROUGH POSITIVE EMOTIONS Hadi Pranoto; Andarwati Andarwati; Sunaryo Sunaryo
Jurnal Aplikasi Manajemen Vol 19, No 4 (2021)
Publisher : Faculty of Economics and Business, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2021.019.04.03

Abstract

This study examines and analyzes the influence of money available, time availability, and the promotion of impulse purchases through positive emotions as a mediating variable on chocolate snack products. This research is quantitative research conducted in Hypermart Malang Town Square (Matos), Giant Hypermarket Malang Olympic Garden (MOG), Giant Ekstra Sawojajar, and Giant Ekstra Kebonagung. The population studied were consumers who bought chocolate snack products on impulse purchases. The sample used 190 respondents. Data collection techniques using questionnaires, interviews, and literature review. Data analysis techniques in this research use validity test, reliable test, linear test, diagram test, PLS, and hypothesis test on the variable of money availability, time availability, promotion, impulse purchase, and positive emotion on chocolate snack product. This study indicates that the variable availability of money can impact positive emotional variables. The varying availability of money cannot impact impulse buying variables. The time availability variable does not affect the positive emotional variables. Meanwhile, the time availability variable impacts the impulse buying variable. Furthermore, promotional variables affect positive emotional variables as well as impulse buying variables. However, the positive emotional variable has no impact on the impulse buying variable. The positive emotional variable proved the relationship between money and promotional variables' variable availability in the mediation test. In contrast, the variable availability of time is not a provable positive emotional variable as a liaison influence the variable of time availability with impulse buying.
CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR Laila Zulhijja; Surachman Surachman; Sunaryo Sunaryo
Jurnal Aplikasi Manajemen Vol 21, No 3 (2023)
Publisher : Faculty of Economics and Business, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2023.021.03.19

Abstract

This research aimed to identify the effects of customer satisfaction role as mediation of price and service quality to the brand switching on customers of Balqis Spa in Kediri. The research design was explanatory research. The total sample was about 130 respondents through the non-probability sampling method. The method of data collection was a questionnaire. In contrast, the data analysis methods in this research were descriptive analysis and inferential analysis through Partial Least Square (PLS) by exerting the Smart PLS 3.0 version, which aimed to examine the effects simultaneously and the partial effects among variables. The research findings show that the price directly affects the service quality and could directly and significantly affect brand switching. Customer satisfaction could fully mediate the relationship between price and brand switching. Moreover, customer satisfaction could partially mediate between the quality and brand switching for customers of Balqis Spa in Kediri. The future researcher can consider other variables outside the object in this study to increase the accuracy of the model that will be formed.
Co-Authors Achmad Sudiro Andarwati Andarwati Arya Krisna Pramudya Deandra Vidyanata Djumilah Hadiwidjojo Hadi Pranoto Laila Zulhijja Mugiono Mugiono Sulva Widya Sari Surachman Surachman