JMM17: Jurnal Ilmu Ekonomi dan Manajemen
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Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri
Get PDFTo know clearly about customer satisfaction and loyalty at PT. Telkomsel in KediriTown of East Java, this research focused on the models of customer’s satisfaction andloyalty increase based on customer trust, and product prices. From the testing results ofthe model in this research, by using random sampling, structural equation modeling (SEM)analysis, and the assistance of software Amos 20, on 150 respondents, it was able toexplain the relationship between trust, price, and customer satisfaction on the customerloyalty in PT. Telkomsel in Kediri Town of East Java. In this research, it was obtained astrong influence of customer trust and satisfaction, amounting to 0.429, and a stronginfluence between customer satisfaction and loyalty, that is of 0.233, it showed that, withthe rising customer trust, it will increase customer satisfaction, which in turn raise theloyalty of PT. Telkomsel customers.In this study, it also found the negative effects of price and customer satisfaction,amounting to -0.089, and the strong influence of negative between price and loyalty ofcustomers, that is of -0.406, this case indicated that, with the rising of product prices, itwill lower customer satisfaction, which further lowers the loyalty of PT. Telkomselcustomers.Keywords: trust, prices, satisfaction, and customer loyalt
Pengaruh Corporate Social Responsibility (CSR), dan Kualitas Produk Terhadap, Citra Bank dan Keputusan Menabung di BNI Syariah Kota Kediri
Get PDFThis research talked about the client decision to save on BNI Sharia in Kediri Town ofEast Java. This study was focused on bank image improvement model and Saving Decisionbased on CSR, and Product Quality. From the testing results on the model in this research,by using random sampling, structural equation model (SEM) analysis, and the assistancesoftware Amos 20, on 150 respondents, it was able to explain the relationship betweenCSR, Product Quality, and Bank Image on the Saving Decision at Bank BNI Sharia inKediri Town of East Java. In this research, it was obtained a strong influence of CSR onBank Image, amounting to 0.286, and a strong influence of the bank image on the clientsaving decision, that is of 0.780, this case showed that, with the rise of CSR, it will raisethe Bank Image, which in turn raised the Decision Saving of clients. In this research, italso obtained a strong influence of product quality on the Bank Image, amounting to 0.327,this case showed that, with good product quality, it will raise the Saving Decisions ofclients, through Bank Image. While the correlation between CSR and saving decision wasinsignificant.Keywords: CSR, Product Quality, Bank Image, Saving Decisio
Identifikasi Kualifikasi Tenaga Pengelola Gedung Terstandar Dalam Peningkatan Nilai Gedung Tinggi di Jawa Timur
Get PDFThe growth of high-rise buildings in East Java is increasing rapidly. High-rise building which has stood for a long time have to compete with the new high-rise building in improving occupancy and resale value of the asset. Maintenance and facility management are important key factors in improving occupancy and the sale value of the asset. The diversity of the success rate of high-rise building in the competition is determined by the ability of the property manager or general manager in planning and effective implementation of his or her maintenance programs, and financial, technical, resources management, and leadership to the team. The sharpness intuition which property manager or general manager have in seeing opportunities and market direction of high-rise buildings become a supporting but important factor, where the mindset of entrepreneurship is taking the part in.This is justified by the recognition of practitioners and experts are now actively working in the field of building management in the interview (descriptive) and recorded in a questionnaire that can be measured by a percentage (quantitative), as result entirely agree that standardization competence, educational background and the lack of entrepreneurship mindset the only cause and needs to be invested to improve the competitiveness of a building practitioners, especially now we are facing the Asean Economic Community (AEC). Key words: entrepreneurship, standardization, competency, building, highris
Pengaruh Kualitas Layanan, dan Customer Relationship Management Terhadap Kepuasan Pasien dan Loyalitas Pasien di Rumah Sakit Tingkat II Tentara Nasional Indonesia
Get PDFIndonesian National Army Hospitals (RS TNIs) is one of hospitals that servicing the Indonesian National Army (TNI) big family and public community. In the competitive and dinamics situation like today’s era, RS TNIs need to watch the change happened due to the policy change of health services in hospital. In 2014 there was happened the fundamental change of the health services in hospital related to the entry of National Health Insurance (JKN) into force that guarantes all Indonesian people. This change concerned to financial management, funding, membership, treatment procedures, types of services covered and not covered, referral system, pattern rates, claim, supervisory and evaluation. The number of regulatory changes in the new era of health care in Indonesia have trigered other changes, in particular hospital customer behavior. This case is interesting to study. Population in this research was the customers in 15 TNI’s hospitals in Indonesia, who have been treated twice or more in the TNI level two hospitals, at class 1, class 2 and class 3 treatment rooms. From the testing result on models in this research, by the Maximum Likelihood Estimates (ML), the analysis structural equation (SEM) model, the proportional random sampling method and the assistance of software Amos 22, on 200 respondents. The model testing (fit) of research data may viewed from GFI, AGFI, TLI, CFI, and RMSEA values, which respectively were 0.902, 0.904, 0.921, 0.952 and 0.0690. that all of those in the expected value range thus the model can be accepted. The research results indicated that: 1). Service quality is influential on customer satisfaction. 2). Service quality is influential on customer loyalty. 3). Customer relationship management is influential on customer satisfaction. 4). Customer relationship management is insignificantly influential on customer loyalty. 5). Customer satisfaction is influential on customer loyalty. Key words:     Service quality, CRM, Customer satisfaction, Customer loyalty
Analisis Pengaruh Kualitas Layanan, Orientasi Pasar, dan Kepuasan Konsumen Terhadap Kinerja Pemasaran PT. Wisang Utama Mandiri Surabaya
Get PDFAbstract:Â Company competition surrounding today is colored with the fast changes and full of uncertainties. And, the problem faced by companies in present is the decrease of job volume, in which this matter takes place due to the impact of the decline of demands for the electric installation construction service to PT. Wisang Utama Mandiri. The job volume decline, perhaps, there any factors causing it, they are, among others, the poorly service quality, the market demands that not accommodated by the company, even the consumer satisfaction that not yet maximal, these cases, of course, so impacted on company incomes.From the result of testing on model in this research, by using random sampling, structural equation model (SEM) analysis, and the assistance of software Amos 22, on 100 respondents, that it was able to explain the Analysis of the Effects of Service Quality, Market Orientation, and Consumer Satisfaction on the Marketing Performance of PT. Wisang Utama Mandiri of Surabaya.The research result indicated that: 1) Service quality has effect on consumer satisfaction. 2) Service quality has effect marketing performace. 3) Market orientation has effect on consumer satisfaction. 4) Market orientation has effect on marketing performance. 5) Employee job satisfaction has significant effect on marketing performance.Of the three variables hypothesized as influential in this research, whose value largest is the direct relevance between market orientation and marketing performance.Key words:Â PT. Wisang Utama Mandiri, Service quality, Market orientation, Job satisfaction, Marketing performanc
Motivasi dari Sudut Pandang Teori Hirarki Kebutuhan Maslow, Teori Dua Faktor Herzberg, Teori X Y Mc Gregor, dan Teori Motivasi Prestasi Mc Clelland
Get PDFAbstrak: Motivasi, kepuasan kerja, dan sistem penghargaan sudah menjadi perhatian banyak penulis, dimana ketiga variabel ini termasuk dalam Teori Organisasi. Berbicara tentang Kepuasan kerja, motivasi dan sistem penghargaan maka, pengaruh yang paling dominan dalam hal ini adalah motivasi dan saling melengkapi dengan dua variabel lainnya. Kajian pustaka klasik dan teori terbaru tentang motivasi menghasilkan empat bidang teori utama: (1) Teori Motivasi Hirarki Kebutuhan Maslow, (2) Teori Motivasi dan Higiene atau Teori Dua faktor Herzberg, (3) Teori X Y Mc Gregor, (4) Teori Motivasi Prestasi McClelland. Maslow menyatakan bahwa orang termotivasi karena kebutuhan yang tidak terpenuhi ber¬dasarkan urutan kadar kepentingannya dari urutan yang paling rendah hingga ke urutan yang lebih tinggi. Herzberg mengatakan bahwa kepuasan dan ketidakpuasan tidak berada pada kontinum yang sama oleh karena itu bukanlah hal yang saling bertentangan. Lebih lanjut dia mengatakan bahwa faktor pemuas bisa menyebabkan kepuasan dan ketidakpuasan, sedangkan pada faktor higiene adakalanya bisa menyebabkan ketidakpuasan dan justru keberadaannya menyebab¬kan kepuasan, yang masing-masing memiliki kekuatannya sendiri. Teori Kebutuhan Prestasi McClelland mendasari Aktualisasi diri Maslow. Teori Y McGregor seirama dengan tingkat motivasi aktualisasi diri McGregor. Hal itu didasarkan pada asumsi bahwa pengarahan diri, pengendalian diri dan kedewasaan mengontrol motivasi. Sistem penghargaan harus sesuai dengan kebutuhan faktor intrinsik jika faktor intrinsik ini dimaksudkan untuk memotivasi pekerja. Memenuhi faktor ekstrinsink merupakan metode yang digunakan untuk memotivasi pekerja, tetapi secara empiris menunjukkan bahwa faktor ekstrinsink ini tidak cukup mampu menjadikan pekerja termotivasi.Key words: Teori Motivasi Hirarki Kebutuhan Maslow, Teori Dua faktor Herzberg, Teori X Y Mc Gregor, Teori Motivasi Prestasi McClellan
Analisis Keputusan Pendanaan Bagi Usaha Kecil Kerajinan Melalui Lingkungan Eksternal dan Kapasitas Manajerial di Nusa Tenggara Barat
Get PDFAbstract:Â Craft small business in Western Lesser Sundas, still faced a various of obstacles, such as: The minimum obstacle of the managerial capacity of craft small entrepreneurs in term of the weakness of business planning, organization, management, and control; The external obstacles in term of still less attention of government in the cultivation and development of business, supporting means and infrastructure that still limited, and the involvements of big enterprises and social institutions in the cultivation that not yet optimal..The research population was the entire small business crafters in 10 Regencies/Towns in Western Lesser Sundas Province who continually did production activities amounted to 3,719 crafters.It was by using the Generalized Least Square Estimation (GLSE), structural equation model (SEM) analysis, and proportional random sampling method on 361 crafter respondents.The research result indicated that: 1) External environment had effect on the managerial capacity of craft small business; 2) External environment had effect on the funding decision of craft small business; 3) Managerial capacity had effect on the funding decision of craft small business in Western Lesser Sundas Province.Key words: external environment, managerial capacity, funding decision
Pengaruh Strategi Orientasi Wirausaha dan Orientasi Pasar Pengaruhnya Terhadap Kinerja Perusahaan UMKM di Kota Surabaya
Get PDFAbstract: The aims of this study to analyze the influence of Entrepreneur orientation and market orientation to corporate performance of Small Medium Scale Industries (SMEs) in Surabaya. This study include descriptive exploratory methodes with taking 75 sample of SMEs with the owner or manager as respondents, data gathered by using questionnaire instrument. The results showed that the effect of variable- entrepreneurial oriented is significantly influence to corporate performance, but the marketing orientation dit not significantly affect to corporate performance of SMEs in the city of Surabaya, while the hypothesis test using F-test shows that there is significantly influence between Entrepreneur and Market oriented to corporate performance because the value of probability significant found smaller than alfa 0.05, this mean that the SMEs in Surabaya should adopt Entreprenuer oriented for continue the operation of their business. Besides, SMEs also should adopt market oriented to improve performance and highly competitive, especially in the face of the implementation of the Asean Economic Community in the end of 2015.Key words: Entreprenuer Oriented, Market Oriented and SMEs performance
Pengaruh Motivasi Konsumen, Persepsi Kualitas, Sikap Konsumen, dan Brand Image Pada Keputusan Pembelian Komputer Tablet Apple Ipad Pada Emax Apple Store Surabaya
Get PDFAbstract:Â Today, tablet computer business world is growing and developing very rapidly. In Indonesia, the most striking development is the competition of two famous vendors, that be the market leader in table computer market, namely between Apple with its iPad product, and Samsung with its Galaxy tab product that having Android OS. The both tablet computers so steal Indonesian attention, in particular the gadget lovers. With the different OS specifications and uses, of course, each of products has its advantages and disadvantages. Every product has certain uniqueness, which may attract the consumer interest; it also includes the selling price. Likewise with the EMAX Apple Store of Surabaya that always wants to attract the consumer interest to choose the Apple iPad Tablet Computer products.From the result of testing on the model in this research, by using random sampling, structural equation model (SEM) analysis, and the assistance of software Amos 20, on 200 respondents, it has been able to explain the correlation of consumer motivation, quality perception, consumer attitude, and Brand Image, on the decision of Apple iPad Tablet computer buying at EMAX Apple Store of Surabaya.In this research, it was obtained 1) Consumer motivation had positive effect on the decision of Apple iPad tablet computer buying, 2) Quality perception had positive effect on the decision of Apple iPad tablet computer buying, 3) Consumer attitude had positive effect on the decision of Apple iPad tablet computer buying, 4) Brand image had positive effect on the decision of Apple iPad tablet computer buying, 5) Consumer motivation, Quality perception, Consumer attitude, and Brand image simultaneously had positive effect on the decision of Apple iPad tablet computer buying at EMAX Apple Store of Surabaya.Key words: EMAX Apple Store, consumer motivation, quality motivation, consumer attitude, brand image, buying decision
Analisis Efektivitas dan Efisiensi PDAM Kota Mojokerto
Get PDFAbstract: This research was done in PDAM Mojokerto city. This PDAM is a company which monopolizes the water supply to public so that it can supply and distribute water according to the public weeds.The problems in this research are : a. How is efficiency the performance rate analysis result of PDAM as one of BUMD in Mojokerto city ?. b. How is the effectivity performance of PDAM as water supplier for public in Mojokerto city? The purpose is to analyze the performance efficiency rate of PDAM as one of BUMD in Mojokerto city, and for knowing the performance effectivity of PDAM Mojokerto city.The research result of ROE (Return on Equity) PDAM always get loss increasingly. Cash ability for paying the short debt is very low.The collection of receivable in the year of 2010 increased 32.325,760, in the 2011 increased 18.337,450, in the year of 2012 increased 73.819,330., this showed that there was receivable abundant and there was no effective collect receivable, while in the year 2013 there was better collect compared to the previous year. The soluability ratio increased in the year 2009 with the amount 3.63% that meant every debt of one unit would be guaranted 3,63 unit asset and in the year 2010 with the amount of 4,20%. In the year 2011 would be 6,16% in the year 2012 with the amount 5,52%, in the year 2013 in 13,06%. Based on the result of performance effectivity PDAM Mojokerto city, it is still not effective. We can see from the ratio of the population with customer, the rate of water loos is about 50% and water quality and water wetae also the were so many complaints, showed that there is still not effective the PDAM performance Mojokerto city. The recommendation of PDAM Mojokerto city must work harder to increase the performance efficiency and effectivity.Keywords: performance efficiency and effectivity