JOURNAL OF BUSINESS STUDIES AND MANAGEMENT REVIEW
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A conceptual framework to examines brand equity in bank and financial firms
Get PDFIn this study, the conceptual framework of brand equity is a combination of antecedents that create differential effects to customer response on customer-based brand equity in the banking and financial industry in Batam. By constructing a conceptual framework of the factors affecting brand equity, company will build a competitive advantage in the banking and financial industry that will increase their long-term sustainability in Batam. The recent trends of banking industry have changed tremendously, and studies of a brand equity in the banking industry at Batam and Indonesia is increasingly becoming considerable to keep pace with this change. In this conceptual paper, we have summarized the literatures on currently prevailing concepts and approaches on brand equity that will allow us to identify the conceptual framework of brand equity including all the factors affecting the customer response namely brand image, brand loyalty, brand awareness, and perceived quality and therefore will facilitate banking and financial firms to enhance their marketing efficiency and effectiveness in Batam
THE EFFECT OF SERVICE QUALITY APPLICATION BASED OF CAPSULE TRANS BUS JAMBI CITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE
Get PDFDigitalization in the transportation sector is a necessity. At the same time, several cities in Indonesia have already carried the concept of smart city. Jambi city government which launced the Kota Trans Capsule Bus, the first application based bus in Indonesia. The presence of the capsule bus is an innovation in public transportation with comfortable, modern, high technology and certainly supports Jambi as a smart city in Indonesia. The purpose of this study was to examine and analyze the effect of service quality application based of Capsule Trans City Bus on customer loyalty through customer satisfaction as an intervening variable. The analysis test tool used is SmartPLS v.3.3.0 and use the SEM (Structural Equation Model) analysis method. The results showed that the coefficient of indirect paths through the variable (I) customer satisfaction has a vue of 0.662 is greater than the path coefficient is 0.075. this means that the service quality of application based trans Jambi City Capsule Bus affect on customer loyalty but non diretly, namely through the intervening variable customer satisfaction. It means that customer satisfaction mediates between the influence of service quality on customer loyalty
STUDENTS INTENTION TO USE TELKOMSEL CASH (T-CASH): (A TECHNOLOGY ACCEPTANCE MODEL APPROACH)
Get PDFOne of the banking products that take advantage of advances in digital technology is E-money which is motivated by Bank Indonesia Regulations. Telkomsel also supports the development of the digital world, by presenting T-Cash since 2007. But until now, the number of T-Cash users who make transactions is still very small. In fact, these users have understood the ease of perception, benefit perception and risk perception from the use of T-Cash. The purpose of this study was to obtain on ease of perception, benefit perception, risk perception, and how much influence it had on the intention to use T-Cash among Widyatama University students. The research method used is descriptive-verification method with 150 students who already have T-Cash. The purposive sampling method was used in this research. Path analysis was used in testing data. Consumers feel that T-Cash is easy to use in financial transaction activities. Meanwhile, in terms of perceived risk, T-Cash is felt to be quite comfortable to use. However, consumers still have concerns about the possibility that at any time the balance on the T-Cash will be lost. Ease of perception is strong enough to have an impact on consumers intention to use T-Cash. Likewise with benefit perception. This shows that an increase in ease and benefit perception can increase student intention. Both of these can also be supported by an increase in risk perception, which, de-spite its low impact, can certainly also increase student intention. And these three variables have a major impact on student intention
THE EFFECT OF EXPERIENTIAL MARKETING ON CUSTOMER LOYALTY: THE ROLE OF CUSTOMER SATISFACTION AS A MEDIATOR
Get PDFThis research examines experiential marketing and its effect on customer loyalty with customer satisfaction as a mediator. This research is based on two theories; expectation-confirmation theory (ECT) and satisfaction-loyalty theory. This article was made because the development of the marketing concept has grown rapidly, therefore, that it no longer focuses on its products, but focuses on its consumers, hence, that an interesting experience will provide something different for consumers to enjoy their products or services. In an effort to provide a theoretical basis for the role of customer satisfaction in mediating experiential marketing on customer loyalty, researcher propose a framework that describes consumer behavior. These are expected to have an impact on the perceived experience by customer will create satisfaction, therefore, customers become loyal. Researcher further posit that the relationships between experiential marketing and customer loyalty are indirect, but through the perceived satisfaction by customers. Finally, researcher present customer satisfaction as a mediator between experiential marketing and customer loyalty. Implications for management and future research are presented
After-sales service to increase customer satisfaction: application of importance performance analysis method
Get PDFThis research will assess customer satisfaction with after-sale services for customers who use interior design services in Jakarta. This type of study is qualitative descriptive with survey data collection techniques—the data survey collected by cross-sectional. The data collection method uses a questionnaire distributed to 100 customers who used interior design services in Jakarta. The analytic approach used is Importance-Performance Analysis (IPA). The results of the research have successfully identified customer satisfaction with the after-sales service. There are 6 out of 20 attributes perceived as unsatisfied customers, while other attributes are perceived to be moderately satisfied and satisfied by interior design service customers in Jakarta
Can financial performance affect firm value?: mediated by dividend policy
Get PDFThis study aims to discover the effect of liquidity on firm value with dividend policy as the intervening variable in the manufacturing companies indexed by ISSI in the period of 2014-2018. In this study, we used 10 companies as samples. This study used quantitative research method. As for sampling technique, we used purposive sampling. The type of data is secondary data. Data analysis techniques used in this study were descriptive data analysis, classical assumption test analysis, multiple linear regression, whilst research hypotheses were tested by Eviews 9. The results showed that dividend policy did not mediate solvability effect on firm value, however dividend policy mediated the effect of liquidity on firm value
The influence of fundamental analysis and systematic risk towards stock price of banks in Indonesia
Get PDFThis research aims to identify and gives the empirical proven of significant influences in partial and simultaneously of four independent variables towards the stock price. In addition, this research chooses the population in the banking industry listed on the LQ45 index during the period of 2011-2014. Through purposive sampling and pooling data, this research has got 96 observations from six companies in four years with a quarterly basis that fulfills the criteria. Based on the result, there is debt to equity ratio, earnings-per-share, and return on equity which having significant influences towards the stock price. On the other hand, systematic risk has no significant influence on the stock price. Simultaneously, those four independent variables provide 69.7% influences to the dependent variable. The rest, 30.3%, is influenced by other factors outside this research. Moreover, earnings-per-share is chosen as the most significant factor that influences stock price
THE INFLUENCE OF SERVICE QUALITY, PRICE AND BRAND IMAGE ON TELKOMSEL CUSTOMER LOYALTY OF IPB POSTGRADUATE STUDENTS
Get PDFThe study aims to find out how the influence of service quality, price, and brand image on Telkomsel customer loyalty for IPB postgraduate students and to find out what the most influential variable on customer loyalty. This study used 95 students of IPB Postgraduate who have used The Telkomsel Card in The Jabodetabek area and in the last 2 months. This study used non-probability sampling technique with judgmental sampling. The data were collected by online questionner with a Likert scale between 1 to 5. The multiple linear regression analysis was used to test the model. The data processing of this study used SPSS 24.0. The result of this study with F test has shown that the service quality, price, and brand image simultaneously can explain the variable of customer loyalty. The next result with the T test has shown that price has a positive and significant effect on customer loyalty
The effect of individual characteristics on organizational citizenship behavior (OCB) with intrinsic motivation as an intervening variable in BUMDES
Get PDFBUMDes Panggung Lestari in Sewon, Bantul currently still lacks in development. Even if BUMDes Panggung Lestari has a fairly large tracts of land, it cannot be utilized optimally due to inadequate human resources and lack of vision and missions of the organization to develop the economy of the community members of Panggungharjo Village, creating uneven economic development. This study aims at determining the factors affecting OCB in BUMDes Panggung Lestari in Panggungharjo Village, Sewon District, Bantul Regency. On the other hand, this study also aims at enabling BUMDes Panggung Lestari to improve the quality of its human resources to become a pioneer for other BUMDes. The sampling method used in this study was accidental sampling with 82 respondents. The analytical methods used in this study were T-test and Sobel test. The results of the study showed that individual characteristics have a significant, positive effect on OCB with a significance value of 0.000, the individual characteristic has a significant effect on intrinsic motivation with a significance value of 0.005, and intrinsic motivation has a positive effect on OCB with a significance value of 0.000. OCB with intrinsic motivation as an intervening variable has a significance value of 0.013. It is expected that this study can be used to measure individual characteristics and intrinsic motivation for OCB
The model of the influence of service quality and marketing experience on customer satisfaction with brand equity as an intervening variable in bank jambi indonesia
Get PDFThe research objective was to analyze the of service quality effect and experiential marketing on customer satisfaction with brand equity as an intervening variable at Bank Jambi. This research is verification, which is to test the truth of a hypothesis. The unit of analysis in this study is Bank Jambi customers. Primary data is obtained by distributing questionnaires to 400 customers. Testing the hypothesis by analyzing Structural Equation Modeling (SEM). The results of the analysis conclude that service quality variables, experiential marketing and brand equity significantly influence Bank Jambi customer satisfaction both partially and simultaneously. Service quality and experiential marketing variables have a significant indirect effect on customer satisfaction through invervening brand equity variables. The model significant to explain all the variables but in the future needs more test for the other variables to make the model more precise. Service quality variables are more dominant variables affecting customer satisfaction. Increasing understanding about the model of the influence of service quality and marketing experience on customer satisfaction with brand equity as an intervening variable in indonesia jambi banks.