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All Journal JURNAL SAINS PEMASARAN INDONESIA Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
M. Roby Jatmiko
STIE TOTALWIN SEMARANG
Economics, Econometrics & Finance Education

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FAKTOR YANG MEMPENGARUHI KEPUASAN COMPLAINT HANDLING TERHADAP DAN LOYALITAS KONSUMEN Jatmiko, M. Roby
Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT) Vol 5, No 2 (2014)
Publisher : STIE Totalwin Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (5.177 KB)

Abstract

Academics as well as managers have long been interested in the role of satisfaction with complaint handling (SATCOM) in shaping customers’ attitudes and repurchasing decisions. This interest has generated a widespread belief that SATCOM is driven by the perception that the complaint handling process is just. To test how SATCOM is modulated by distributive, interactional, or procedural justice, we performed a meta-analysis of 60 independent studies of the antecedents and consequences of SATCOM. Results indicate that SATCOM is affected most by distributive justice, then by interactional justice, and only weakly by procedural justice. We also find that SATCOM mediates the effects of justice dimensions on word-of-mouth. However, contrary to com-mon belief, SATCOM does not mediate the effects of justice dimensions on overall satisfaction and return intent. We draw on our results to suggest several avenues for further research.
PENGARUH PROCEDURAL FAIRNESS, DISTRIBUTIVE FAIRNESS, INTERACTIONAL FAIRNESS, TERHADAP KEPUASAN PELANGGAN Jatmiko, M. Roby
Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT) Vol 3, No 2 (2012)
Publisher : STIE Totalwin Semarang

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Abstract

This study examined three independent variables, ie Procedural Fairness, Distributive Fairness, and Interactional Fairness can affect customer satisfaction. The purpose of this study was to determine the effect of the three independent variables on customer satisfaction. This research was conducted with a questionnaire to 100 PLN customer obtained by using purposive sampling techniques. The data that have met the test of validity, reliability, and test the assumptions of classical. These results indicate that all the independent variables tested are positive and significant impact on customer  satisfaction through the F test and t test, whereas the number Adjusted R Square of 0.236 indicates 23,60%of the variation in people satisfaction which can be explained by the third independent variable, where the remaining 76.40% is explained by other factors outside of the study.   Keywords: Procedural Fairness, Distributive Fairness, Interactional Fairness, customer satisfaction
PENGARUH KREDIBILITAS CELEBRITY ENDORSER TERHADAP MINAT BELI KONSUMEN Jatmiko, M. Roby
Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT) Vol 4, No 1 (2013)
Publisher : STIE Totalwin Semarang

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Abstract

The purpose of this study is to test whether the source credibility affects buying intention. The influence that endorser credibility dimensions (i.e. attractiveness, trustworthiness and expertise) have on purchase intentions of 100 young consumers has been examined. The results showed that all of the three credibility dimensions have a positive relationship with purchase intention
PENGARUH PENGELOLAAN MASALAH PELANGGAN, EDUKASI PELANGGAN DAN PARTISIPASI PELANGGAN TERHADAP LOYALITAS PELANGGAN Jatmiko, M. Roby
Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT) Vol 4, No 2 (2013)
Publisher : STIE Totalwin Semarang

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Abstract

This research analyses the influence of customer participation, customer problem management,  and educational customer to customer loyalty. Technique of sampling applied is accidental sampling method. The responders in this research are 121 responders, and all responder are customers of Vitalac. Tool of data analysis’s used is using computer program of SPSS.The result of data analysis shows that the model developed and the research result can be accepted.  Hereinafter, the result proves that there is positive influence of customer participation, customer problem management,  and educational customer to customer loyalty
ANALISIS PENGARUH PROMOSI, HARGA, DAN ATRIBUT PRODUK TERHADAP PERPINDAHAN MEREK (BRAND SWITCHING) KARTU SELULER DI STIE TOTALWIN SEMARANG Jatmiko, M. Roby
Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) Vol 12, No 2 (2013): September
Publisher : Master of Management Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (189.391 KB) | DOI: 10.14710/jspi.v12i2.157 - 167

Abstract

Brand Switching is the time when a customer or a group of customerchange their loyalty from one brand of product to another.Population of this research is SIM Card User in Totalwin Semarang. Sixty eight are chosen as sample are fixed as purposive sampling. Data are analyzed using SPSS program. Data are collected with questionnaires.From the research we can conclude that validity test and reliability test all questioner are fulfill the requirement. Result and theoretical implication of this research is: this research supports previous researches postulating that promotion, price , and product attributes influences to brand switching positively. In managerial terms, this research contributes to decision makers to pay more attention to the promotion in purpose to improve loyalty customer.
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