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Students´ Journal of Economic and Management
Published by Universitas Stikubank
ISSN : -     EISSN : -     DOI : -
Core Subject : Economy,
Economics, Econometrics & Finance
Arjuna Subject : -
Articles 1,856 Documents
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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH Putra, 08.05.51.0146 Dadang Febriyanto; Subagyo, Herry
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
Publisher : Students Journal of Economic and Management

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Abstract

This research aims to find out whether the variable quality of service consisting of tangible, reliability, responsiveness, assurance and emphaty on customer satisfaction. The population in this study is the branch of Micro Laju PT Bank CIMB Niaga in Winong Pati. The selection of the sample (respondents) using simple random sampling technique, because the acquisition is done at random with out regard to existing strata with in the population, such as job title, occupation, age, gender, and othersThe collected data were analyzed using factor analysis to test the validity of question items, Cronbach Alpha formula for Reliability of consumer testing, regression analysis, to test the magnitude of the effect of independent variables were tested by t test to test and prove the partial effect of respective variable free. From the regression equation above, shows that intangible variables is the most dominant factor which has a positive effect in influencing satisfaction nasabah. Nilai large concern of regression coefficient then follow the variable reliability, the variable responsiveness , and variable insurance.Key words: quality of service (tangible, reliability, responsiveness, assurance, emphaty), customer satisfaction.
PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA BENGKEL AHASS PATI Ari Setiawan, 08.05.51.0144 Bayu; kunartinah, Kunartinah
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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This research was based the existence of complaints or customer dissatisfaction over the services provided bengkel PT. Astra International Tbk Honda Sales Office Pati. Complaints should be addressed properly by the partiesbengkel PT. Astra International Tbk Honda Sales Office Pati, because if not addressed properly, then the customer will tell a disappointing experience to others, so that will worsen the image and the existence of the workshop. Complaints can be minimized by taking the necessary steps, so customers will feel satisfied with the services and support provided by the workshop. Customer satisfaction in the long term to create customer loyalty towards bengkel PT. Astra International Tbk Honda Sales Office Pati. The purpose of this study wa to analyze the impact of service quality, including physical evidence, reliability, responsiveness, assurance and empathy towards customer satisfaction bengkel PT. Astra International Tbk Honda Sales Office Pati. This research was conducted using questionnaires to 100 people bengkel PT. Astra International Tbk Honda Sales Office Patisubscribers obtained by using accidental sampling technique. We then performed an analysis of data obtained in the form of quantitative and qualitative analysis. A quantitative analysis include validity and reliability test, the classic assumption test, multiple regression analysis, Goodness ofFit tests through the F test and t test and coefficient of determination (R²). Qualitative analysis is an interpretation of the data obtained in this study, and results of data processing that have been implemented with a description and explanation. The results showed that the coefficient of determination shown in the Adjusted R Square of 0.542, which means that customer satisfaction can be explained by the five independent variables in this research that physical evidence, reliability, responsiveness, assurance and empathy is 54.2%. The remaining 45.8% can be explained by other variables outside of the five variables used in this study. Partially based on the results of t test variables in this study has positive and significant in which physical evidence has the greatest influence than other variables in this study, whereas responsiveness has the smallest influence on customer satisfaction. F test results indicate that simultaneously or jointly variables in this research that physical evidence, reliability, responsiveness, assurance and empathy have a positive and significant impact on customer satisfaction.Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction
PENGARUH PRODUK, HARGA, LOKASI, DAN PROMOSI TERHADAP KEPUASAN PELANGGAN (Studi pada Apotek FAIZA di Kota Kendal) Pranita, 08.05.51.0128 Hesti; Sutino, Sutino
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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This study aims to examine the effect of product, price, location, and promotion to the pharmacy customer satisfaction Faiza at Kendal Town. The population in this study were all customers at the pharmacy Faiza. While sampling in this study using Purposive sampling, in anticipation of the damage or return of the questionnaire, the questionnaire is distributed as many as 100 exemplar, so that the sample set of 100 exemplar can be met. There are 4 hypotheses were tested in this study in which each will test the hypothesis of the influence of the Product, Price, Location, and Promotion of customer satisfaction in the city pharmacies FAIZA Kendal. Analysis tool used is the validity of the Test, Reliability Test, Multiple linear regression, the coefficient of determination, which includes the Test of Hypothesis Testing t. Test results of validity of variables used in this study is valid, the results of reliability tests showed that the variables used in this study is reliable. the results of multiple linear regression that the product (X1), price (X2), location (X3), and promotion (X4) has a positive significant effect on customer satisfaction. The coefficient of determination (R ²) that the value of Adjusted R Square, which means the variation of product changes (X1), price (X2), location (X3), and promotion ( X4) in influencing customer satisfaction. Hypothesis Test Results, Test t is a significant positive effect of product (X1), price (X2), location (X3), promotions (X4) to customer satisfaction.Key Word : Product, Price, Location, Promotion, and Customer Satisfaction.
ANALISIS FAAKTOR-FAKTOR YANG MEMPENGARUHI KEPUTUSAN KONSUMEN DALAM PEMBELIAN SEPEDA MOTOR MEREK HONDA Erliyanto, 08.05.51.0025 Eko; Widyasari, Suzy
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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With so manyautomotive companiesinIndonesia, then the consumerwill be moreselectivein decidingwhichbrand ofmotorcycleis usedas ameans of transportation. The emergence of Chinesemotorcycle manufacturerofthemotorcycleindustryto tightencompetitioninIndonesia. This studyaimedtoanalyze the influence ofthevariabel-variabel may have onconsumerpurchase decisionsinbuying Hondamotorcyclein the city areaPurwodadi, Kab. Grobogan, Central Java.There are four hypotheses to be tasted in this study, this hipothesis will test the effectsanalysis of product quality, brand image, price perceptions and promotion on purchasedecisions of Honda motorccycles. The samples used inthis study80respondentswith apurposivesamplingtechnique is a technique samplingby taking asamples withspesificcriteria. The dataused arethe primary dataand secondarydata analysis was qualitativeanalysisand thecoefficient of determination, totest the hypotheses usingttest. Based on data analysis and hypothesis testing can be concluded that the partially variable product quality, brand image, price perceptions and promotion has a significant and positive influence on purchase decisions of Honda motorcycles.Most dominant variable in this study is the variable product quality while the coefficient of determination can be in the know that the variable product, brand image, price perceptions and promotion are able to explain the variation of 57.3% for the remainder of the purchase decision is influenced by a 43.7% other variables that were not analyzed in this study. Key words: Product quality, Brand Image, Price Perseptions, Promotion and Purchase Decisions
Pengaruh Kualitas Produk dan Kualitas Layanan terhadap Tingkat Kepuasan Konsumen dan Dampaknya Terhadap Loyalitas Pelanggan (Studi Empiris pada Pizza Hut Duta Pertiwi Mall Semarang) Cefiro, 08.05.51.0141 Roval Allenby; Yulianto, Heru
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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Todays the business’s competition is becoming intense. Including competition in food business. Pizza Hut is a services company specializing in food and baverages are very high regard of quality service and products. This research aims to find out whether the product quality and service quality of positive influential to consumer’s satisfaction and customer satisfaction influential favorably to loyality. Therefore this research took the title “Influence of Product Quality and Service Quality Toward Customer Satisfaction and Its Impact on Customer Loyalty (Empirical Study At Pizza Hut Duta Pertiwi Mall)". Samples in this study set a number of 100 respondents, using the technique of Purposive Sampling sample. And data collection techniques in the research is kuisioner. The results of hypothesis testing showed a partial positive and significant between product quality and customer satisfaction are partially influence the quality of service with customer satisfaction as well as customer satisfaction and loyalty. The results of testing the hypothesis that there is simultaneously showed positive and significant relationship between product quality and service quality to customer satisfaction, and between customer satisfaction to loyalty.Key words: product quality, service quality, customer satisfaction and loyalty
PENGARUH CITRA MEREK, NILAI, KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi: Pada Pelanggan Pasta Gigi Pepsodent di Kelurahan Sukolilo – Pati) Rif’an, 08.05.51.0052 Mohamad; Budi Setyawan, Mulyo
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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Sukolilo-Starch. Determination of the samples was done by using "purposive sampling" which is a technique of determining if the information for the data samples taken from specific targets, bytaking a sample with specific criteria to be selected into the sample and the number of samples taken as many as 100 people .Data collected were analyzed using Analysis factor to test the validity of the question items The study entitled "Effect of Brand Image, Value, Customer Satisfaction Of Customer Loyalty" is done in order to analyze customer loyalty Pepsodent toothpaste products in the Village Sukolilo-Pati. The population in this study is the customers who use Pepsodent toothpaste products in the Village, alpha cronbach formula to test the reliability, regression analysis to test each variable partially free with koefesiensi detrminasi tested. The results showed that the brand image but not significant positive effect on customer loyalty. Has positive and significant value to the customer loyaliyas. Customer satisfaction but not significant positive effect on customer loyalty.Keywords: brand image, value, Customer Satisfaction and Customer Loyalty.
PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH DALAM MEMBENTUK LOYALITAS NASABAH ( Studi Pada Nasabah Bank Jateng Kantor Cabang Koordinator Semarang ANUGRAH UTAMA, 08.05.51.0094 ARDI; Maskur, Ali
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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This study aims to examine the effect of service quality dimensions which consist of tangible, reliability, responsiveness, assurance / confidence, empathy for the satisfaction, and loyalty to customers of Bank Jateng Office Coordinator Semarang Central Java. The population in this study were all customers of Bank Jateng Office Coordinator Semarang Central Java. This research used Purposive Accidental sampling by the number of respondents who captured 100 people. Research data collection is done by using a questionnaire. Data from the customer and then tested using factor analysis to test the validity of the statement items, test validity, reliability testing, regression analysis, determination coefficient and hypothesis test that includes a t test and F test. Based on data analysis and hypothesis test results obtained physical evidence that the quality of service tangible, reliability, responsiveness, assurance, and empathy has a positive and significant impact on customer satisfaction and satisfaction have a positive and significant impact on customer loyalty in which the dimension of responsiveness is the most dominant influence on customer satisfaction .Key words: Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction and Customer Loyalty
ANALISIS PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Swalayan Sentral kendal) ARDIANTO, 08.05.51.0087 RIFQI; Suharmanto, Toto
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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Research with the title “ANALYSIS OF INFLUENCE OF QUALITY SERVICE CUSTOMER SATISFACTION ”.(Studies in Self-Service Consumer Sentral Kendal), aims to analyze the customer satisfaction department of the Sentral Kendal.The population in this study were the Sentral Kendal supermarket consumers who shop at the site. Determination of the sample is done by techniques “Accidental sampling”, The sampling technique based on the accident and the number of samples taken by as many as 100 persons / respondents. The collected data were analyzed using the following: factor analysis to test the validity of the statement items, Cronbach Alpha formula to test the reliability of the instrument, the regression analysis to examine the magnitude of the effect of each independent variable on the dependent variable and the coefficient of determination and F test used to test the goodness of the model (Goodness of Fit). Based on data analysis and hypothesis test obtained that is partially the result of physical evidence variable, reliability, responsiveness, assurance, and empathy has a positive and significant impact on customer satisfaction. Variable physical evidence, reliability, responsiveness, assurance, and empathy together have a positive and significant impact on customer satisfaction. The most influential variables are dominant to the satisfaction of the members of the five variables are the physical evidence. The test result is known that the variable coefficient of determination of physical evidence, reliability, responsiveness, assurance, and empathy are able to explain the variation of 78.5% to the satisfaction of the Sentral department customer kendal, while the rest of 21.5% influenced by other variables not included in this study.Key words: Tangible, Reliability, Responsiveness, Assurance, Emphaty, Customer Satisfaction.
PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN ( Studi Pada Penumpang Bus PO. Shantika Jurusan Jepara - Jakarta ) Febrian Rangga Saputra, 08.05.51.0021; Irsad, Moch.
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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Inthe era of competition in the business world that is increasingly tight, demanding business people should be able to maximize the performance of the company in order to compete in the marketplace. One of them is to improve the quality of service and pricing to achieve customer satisfaction. The better the quality of service and price is given it will increase customer satisfaction. The study, entitled "EFFECT ON PRICE AND QUALITY SERVICE CUSTOMER SATISFACTION PO PASSENGER BUS. MAJOR SHANTIKA JEPARA - JAKARTA "aims to analyze the influence of service quality and customer satisfaction rates of PO bus passengers. Shantika majoring in Jepara - Jakarta. Samples used in this study of 100 respondents with a sampling technique is Puposive Sampling is a technique of determining if the information for the data samples taken from specific targets, by taking a sample with specific criteria (Sugiyono, 2007). The criterion is an adult (minimum age 17 years) and have been using the bus service PO. Shantika least 3 times. The data used are the primary data and secondary data analysis using qualitative and quantitative analyzes covering validity, reliability testing, multiple linear analysis, determination coefficient and hypothesis test that includes a t test and F test Based on data analysis and test the hypothesis that the partial results obtained in the variable quality of service has a positive and significant impact on customer satisfaction. The most influential variables are dominant to the satisfaction of consumers of the variable quality of service and price are the quality of service that is equal to 78.1% and rates of only 13.7%.Key words: Quality of service, price, and customer satisfaction
KEPUASAN KONSUMEN, HARGA, PROMOSI DAN KUALITAS PELAYANAN TERHADAP LOYALITAS MEREK MOTOR YAMAHA Imu Aristiyanto, 08.05.51.0165; Kasmari, Kasmari
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
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Through the questionnaire method by using purposive sampling technique on 100 respondents who use Yamaha motor products. While the population is used as respondents in this study is the first Kesatrian Semarang High School Students. Where the variable Brand Loyalty, Customer Satisfaction, Price, Promotion, and Quality of Service. Testing the hypothesis using the t test showed that the four independent veriabel studied is found to significantly affect the dependent variable Brand Loyalty. Then through the F test can be seen that all the independent variables is feasible to test the variables depanden Loayalitas Brand. Figures Adjusted R Square of 0.230 indicates that 23% of the variation can be explained by Brand Loaylitas four independent variables in the regression equation. While the rest of 77% is explained by variables other than the interface of the four variables in this study.Key words : brand loyalty, customer satisfaction, pricing, promotion, quality of service

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