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All Journal Jurnal Manajemen dan Bisnis Indonesia International Research Journal of Business Studies (E-Journal) Jurnal Manajemen Maranatha
Rully Arlan Tjahyadi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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HIEDQUAL (High Education Quality) Dan Kepuasan Mahasiswa: Peran Reputasi Universitas Sebagai Variabel Mediasi Rully Arlan Tjahyadi; Cen Lu; Jeslyn Fionita
Jurnal Manajemen dan Bisnis Indonesia Vol 5 No 3 (2018): Jurnal Manajemen Bisnis Indonesia - Edisi Juni 2018
Publisher : Forum Manajemen Indonesia (FMI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31843/jmbi.v5i3.170

Abstract

Customers are the main part for the success of any business. Measurement of customer satisfaction is becoming vital for the long term sustainability of any organization especially service organization. In higher education context, student is a primary customer. So student satisfaction is important concept in facing increased pressure of the competition in the education service industry. It is vital for high education institution to have a proper understanding what determinants of student satisfaction. The most of customer satisfaction study have focused on service quality as an antecedent of student satisfaction. Model of service quality that will be examined in this study is HiEDQUAL model of service quality. Five aspects in measuring service quality are teaching and course content, administrative service, academic facilities, university facilities, and service support. This study will also test the role of university reputation as a moderator variable. Samples of this study are active students of Faculty of Economics of Maranatha Christian University. Questionnaires will distribute for 350 students. Research hypothesis will be tested with regression analysis for moderating variable. Keywords: Service Quality, High Education Quality, Reputation, Customer Satisfaction
Pengujian Komitmen Multidimensional Allen Dan Meyer Dalam Konteks Pemasaran Jasa Studi Empiris Pada Perusahaan Jasa Kategori People Processing Rully Arlan Tjahyadi
INTERNATIONAL RESEARCH JOURNAL OF BUSINESS STUDIES Vol 2, No 3 (2009): December 2009-March 2010
Publisher : Universitas Prasetiya Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21632/irjbs.2.3.41

Abstract

Brand Trust dalam Konteks Loyalitas Merek: Peran Karakteristik Merek, Krakteristik Perusahaan, dan Karakteristik Hubungan Pelanggan-Merek Rully Arlan Tjahyadi
Jurnal Manajemen Maranatha Vol. 6 No. 1 (2006)
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (168.899 KB) | DOI: 10.28932/jmm.v6i1.226

Abstract

Brand loyalty or customer loyalty is an important concept for many company, it can brings many benefits for the company, such as repeat purchase and recommendation of the brands to others, and then can reduce marketing costs. The existing literature of brand loyalty has been focused on the roles of customer satisfaction guiding their subsequent actions. In this context, the shifting emphasis to relational marketing has devoted a lot of effort to analyze how other constructs such as brand trust predict future intentions. Trust in a brand is important and is a main factor in the development of brand loyalty. Factors that can influence trust in a brand include a number of brand characteristics, company characteristics, and consumer-brand characteristics. Marketers should, therefore, take consideration of brand factors in the development of trust in a brand. The focus of this paper is to discuss factors affecting the development of trust in a brands, and to represent how that trust affect to brand loyalty.
Membangun Hubungan Jangka Panjang Pelanggan Melalui Relationship Marketing Rully Arlan Tjahyadi
Jurnal Manajemen Maranatha Vol. 5 No. 2 (2006)
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (190.401 KB) | DOI: 10.28932/jmm.v5i2.231

Abstract

Relationship marketing, however defined, has received considerable attention recently. Relationship marketing has emerged as a new paradigm in the marketing’s concepts and practices. This paradigm has shifted from transactional approach to relationship-based marketing strategy. The main purpose of relationship marketing is focused on a long-term relationship with a key parties—customer, suppliers, and distributor. Today, relationship marketing concept has been a key point of firm’s business activities. In a modern business, marketer’s tasks not only meet customer want, but also treat their customer as well. Firm should understand the principles of underlying relationship marketing before. Those principles are loyalty and customer satisfaction, profitability, and customer retention. Relationship marketing is concerned with how organizations manage and improve their relationships with customer for long-term profitability. In the end of this paper, I will define important steps that marketers must do. Finally, this paper discusses about relationship marketing in building relationship with customer for long-term.
DIMENSI-DIMENSI KUALITAS LAYANAN: PENGUJIAN MODEL KUALITAS LAYANAN DARI PERSPEKTIF EUROPA Chandra Kuswoyo; Rully Arlan Tjahyadi
Jurnal Manajemen Maranatha Vol. 17 No. 1 (2017)
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (621.418 KB) | DOI: 10.28932/jmm.v17i1.413

Abstract

The purpose of this paper was to examine the role of functional quality, technical quality, and corporate image on customer satisfaction. Individual-level analyses from a sample of 265 students of Management study at Economic Faculty of Maranatha Christian University indicate that functional quality and corporate image are positively and significantly associated with customer satisfaction. Research findings indicate that functional quality and corporate image were found to be more important than technical quality in determining customer attitude. Keywords: Functional Quality, Technical Quality, Corporate Image, Customer Satisfaction
Co-Authors Cen Lu Chandra Kuswoyo Jeslyn Fionita