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All Journal JAM : Jurnal Aplikasi Manajemen
Fatchur Rochman
Jurusan Manajemen Fakultas Ekonomi Dan Bisnis Universitas Brawijaya
Decision Sciences, Operations Research & Management

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Terhadap Customer Satisfaction Melalui Purchase Decision dan Fashion Interest dalam Pembelian Handbag Imitasi (Studi pada Mahasiswi di Kota Malang) Ike Cindia; Fatchur Rochman; . Sunaryo
Jurnal Aplikasi Manajemen Vol 14, No 2 (2016)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (123.336 KB) | DOI: 10.18202/jam23026332.14.2.18

Abstract

Abstract: This study was conducted to analyze the influence of reference groups on the purchase decision and fashion interest, then the influence of purchase decision and fashion interest on the customer satisfaction, and then the influence of reference groups towards customer satisfaction through the purchase decision and fashion interest. Research on the handbag became very exciting because imitation handbags booming and widely used in thecommunity, especially among female students in Malang. The sample in this study were taken by using the data collection method called purposive sampling. The number of samples that used were 115 respondents. The data obtained were analyzed by using PLS analysis technique (Partial Least Square) through the PLS software. Moreover, to test the hypothesis of the fifth, Sobel test was used to examine the relationship existing intervening variables in the hypothesis. The results showed that the reference groups have a significant positive effect on purchase decision and fashion interest. Then purchase decision and fashion interest also has significant positive effect on customer satisfaction. Furthermore, reference groups have a significant positive effect on customer satisfaction through the purchase decision and fashion interest.
Pengaruh Kualitas Layanan terhadap Kepuasan dan Kepercayaan di Rumah Sakit Bunda Kandangan Surabaya Dwi Kartikasari; Aryo Dewanto; Fatchur Rochman
Jurnal Aplikasi Manajemen Vol 12, No 3 (2014)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (482.563 KB)

Abstract

Abstract: This study aims to determine the effect of hospital service quality on satisfaction and trust of the patients. Data were collected using questionnaires. Questionnaires were given to patients in the hospitalization unit of RSBK. The sample of this study is 121 people. Data were analyzed by Structural Equation Modeling (SEM) with SPSS AMOS software. The study shows that service quality has a direct and indirect effect on patients’ trust. Service quality has indirect effects on patient’s trust through patient satisfaction as interviening variable. There is a significant direct effect of service quality on patients’ satisfaction, but there is no significant indirect effect of service quality on patients’satisfaction through patients’ trust. Keywords: trust, satisfaction, quality of service
Co-Authors Aryo Dewanto Dwi Kartikasari Ike Cindia Sunaryo Sunaryo