Emma Yulianti
STIE Perbanas Surabaya

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PERAN KUALITAS JASA PADA KEPUASAN SERTA DAMPAKNYA TERHADAP LOYALITAS DAN NIAT BERALIH NASABAH PT PEGADAIAN DI SURABAYA Addis Al Hazmi; Emma Yulianti
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.v3i2.234

Abstract

This research examines the effect of service quality on satisfaction and its impact on customer loyalty and intention to switch of the customers of PT. Pegadaian in Surabaya. There were four important variables: service quality, customer satisfaction, customer loyalty and intention to switch were discussed for better understanding of consumer behavior. The research employs a structural equation modeling method based on the data collected from105 customers of PT Pegadaian in Surabaya. This research uses purposive sampling technique to determine the sample size. The result shows that Service Quality has significant and positive influence towards customer Satisfaction. In addition, Customer Satisfaction has influence towards Customer Loyalty and Customer Intention to Switch.
The Islamic Ethical Leadership and Employees’ Ethical Behavior: The Moderating Role of Ethical Sensitivity Emma Yulianti; Margono Setiawan; Surachman Surachman; Dodi Wirawan Irawanto
Journal of Economics, Business, & Accountancy Ventura Vol 23, No 3 (2020): December 2020 - March 2021
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v23i3.2421

Abstract

Previous literatures have described the influence of ethical leadership on employees’ outcomes. However, many researchers have not yet revealed the mechanism of this effect. Previous research has found that cultural and social factors influence leader-ship styles; therefore, studying ethical leadership styles in different cultural and social environments is important in order to uncover the effectiveness of ethical leadership styles. The purpose of this study was to examine how the mechanism of Islamic ethical leadership influences the behavior of professional nurses who work at the Islamic Hos-pital. There were 212 professional nurses used as the respondents in this study. The data were collected using questionnaires and processed quantitatively using Struc-tural Equation Model (SEM) - WarpPLS 5.0. The results showed that all the hypoth-eses proposed were accepted. Islamic ethical leadership is proven to have a significant influence on ethical behavior of nurses. Besides, ethical sensitivity is proven to have a significant positive effect on ethical behavior. This study also proves that ethical sensitivity moderates the influence of Islamic ethical leadership on nurses' ethical be-havior. It can be implied that ethical sensitivity is an important factor for developing employees’ ethical behavior in the workplace.
Pengaruh kesadaran moral, citra merek, dan word of mouth terhadap niat pembelian Nintendo switch di Surabaya Andhika Persada Putra; Emma Yulianti
Journal of Business & Banking Vol 8, No 1 (2018): Mei - Oktober 2018
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v8i1.1543

Abstract

Consumers’ intention to purchase is an important factor for the company sustainability. Therefore, each company must pay attention to the factors affecting the consumers’ intention to purchase. This factor can be gained when the consumers are aware, knowing the brand has a good image. This study tries to fi nd out how brand awareness, brand image, and word of mouth affect the customers’ intention to purchase of Nintendo Switch in Surabaya. This study used a quantitative method. The data were collected using questionnaires and 82 respondents was obtained and these data were analyzed using multiple regression. The results showed that brand image and word of mouth signifi cantly affect customers’ intention to purchase while brand awareness dose not for the customers of Nintendo Switch in Surabaya. It implies that the company should pay attention to brand image and word of mouth in order to enhance consumers’ intention to purchase.
Pengaruh citra merek, iklan, kualitas yang dirasa terhadap keputusan pembelian sim card Telkomsel di Surabaya Indra Nandaputra Lasaib; Emma Yulianti
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.v9i1.906

Abstract

The purpose of this study to determine whether the image of the brand, advertising, and perceived quality has a significant influence either simultaneously or partially on purchasing decisions Telkomsel SIM card in Surabaya. This study uses the entire population of Surabaya people who use Telkomsel as their mobile telephone operator. In this study, judgement sampling technique to adapted the characteristics specified by the researcher. The sample in this study using 80 respondents people of Surabaya who use Telkomsel as their mobile telephone operator. The data used are primary data and their were collected through a survey using a questionnaire. Data were analyzed using descriptive analysis, classic assumption test and multiple linear regression analysis using SPSS 20. Based on the calculations and the results are known hypothesis that the image of the brand, advertising, and perceived quality has a significant influence either simultaneously or partially on purchasing decisions Telkomsel SIM card in Surabaya. 
Pengaruh promosi, lokasi, dan kualitas layanan terhadap keputusan pembelian nasabah Bank Mandiri Surabaya Muhammad Fajar Fahrudin; Emma Yulianti
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.v5i1.478

Abstract

Today, competition in banking sectors has been very tight, and therefore, in order the banks can survive they have to provide excellent services. Besides, they should also pay attention to the promotion activity, location, and quality of service so that they can attract customers. This study attempts to investigate the effect of promotion, location, and service quality on customers buying decision in Bank Mandiri Surabaya. The sample consists of 74 customers of Bank Mandiri Surabaya selected through the judg-ment sampling technique. Regression analysis with SPSS software was used for data analysis and hypotheses testing. The results show that there effect of promotion and location on customers buying decision in Bank Mandiri Surabaya is not significant. However, service quality has positive and significant effect on customers buying deci-sion in Bank Mandiri Surabaya. The finding of this study suggests that Bank Mandiri Surabaya should pay attention to service quality in order to increase their customer saving.
PENGARUH KEPERCAYAAN, KEAMANAN, PERSEPSI RISIKO, SERTA KESADARAN NASABAH TERHADAP ADOPSI E-BANKING DI BANK BRI SURABAYA Moh Faqih Afghani; Emma Yulianti
Journal of Business & Banking Vol 6, No 1 (2016): Mei - Oktober 2016
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v6i1.898

Abstract

The purpose of this research was to analyze the effect of each-each variable, trust, security, perceived risk, and awareness to adoption e-banking on bank BRI customers in Surabaya. The process of data collection used convenience sampling method by purpose taking customers that used e-banking BRI in Surabaya. From 90 questionnaires distributed, there were 90 questionnaires returned. The method analysis used the program Spss 16.00. The result showed that three proposed hypothesis was accepted except two hypothesis relationship between security to adoption and perceived risk to adoption had no significant relationship. The management implication and suggestions for the banks as e-banking services providers were also discussed at the end of this research.