Jurnal Ilmiah Mahasiswa Manajemen
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EXPERIENTIAL MARKETING, SERVICE QUALITY: MEDIASI PERCEIVED VALUE TERHADAP CUSTOMER TRUST BATIK AIR
Get PDFThis research is motivated by the people who currently still need air transportation. This is marked by the many current airline services such as Batik Air, Lion Air, Citilink, Garuda Indonesia, Air Asia and so on. Batik Air is one of the airlines that offers a full service system that is of interest to the public, as evidenced by the Top Brand Index for 2020-2022 Batik Air occupies fourth place. This study aims to determine the effect of experiential marketing and service quality on customer trust through perceived value as an intervening variable. The sample used in this study was 150 samples with a purposive sampling method. The data used is primary data obtained by distributing questionnaires to users of the Batik Air airline in Surabaya. The data analysis technique used is SEM with the LISREL program. The results of this study indicate thet experiential marketing has a positive and significant effect on perceived value; service quality has a postive and significant effect on perceived value; perceived value has a positive and significant effect on customer trust; experiential marketing and service quality have a positive and significant effect on customer trust through perceived value. This indicates that positive experience and service quality will be trusted by consumers will receive perceived value
PENGARUH KUALITAS LAYANAN, CITRA MEREK, KEPERCAYAAN PELANGGAN, DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA USAHA MIE GACOAN DI SURABAYA
Get PDFPersaingan bisnis saat ini semakin ketat dan kompetitif, terutama di sektor industri makanan dan minuman cepat saji. Hal ini mendorong perusahaan untuk terus meningkatkan kualitas produk dan layanan mereka agar dapat mempertahankan dan meningkatkan jumlah pelanggan yang loyal. Salah satu industri yang terus berkembang adalah industri makanan cepat saji, makanan cepat saji yang berupa usaha bidang mie telah menjadi bagian penting dalam gaya hidup modern yang sibuk. Penelitian ini dimaksudkan untuk menginvestigasi dampak kualitas layanan, citra merek, kepercayaan pelanggan, dan kepuasan pelanggan terhadap loyalitas pelanggan pada usaha mie gacoan di Surabaya. Saat ini, berbagai pilihan makanan cepat saji tersedia di kalangan masyarakat, dan beberapa di antaranya tetap menjadi pilihan utama berkat faktor-faktor tertentu. Salah satu opsi tersebut adalah Mie Gacoan. Pengambilan sampel menggunakan metode non-probability sampling dengan pendekatan purposive sampling. Meskipun jumlah responden awal adalah 300, namun sebanyak 70 responden dieliminasi karena hasil penilaian mereka dianggap bias. Kriteria responden mencakup usia minimal 17 tahun, tinggal di Surabaya, dan memiliki pengalaman pembelian Mie Gacoan setidaknya selama 6 bulan terakhir. Analisis data dilakukan menggunakan analisis SEM-PLS dengan bantuan program Smart PLS. Hasil penelitian menunjukkan bahwa kualitas layanan, citra merek, dan kepercayaan pelanggan memiliki pengaruh yang signifikan terhadap kepuasan pelanggan. Selain itu, kepuasan pelanggan juga berdampak signifikan terhadap loyalitas pelanggan. Lebih lanjut, kualitas layanan, citra merek, dan kepercayaan pelanggan, yang dimediasi oleh kepuasan pelanggan, memiliki pengaruh yang signifikan terhadap loyalitas pelanggan. Sebagai saran, Mie Gacoan di Surabaya disarankan untuk terus mempertahankan dan meningkatkan kualitas layanan serta memperhatikan kepuasan pelanggan. Dengan demikian, tingkat loyalitas pelanggan terhadap Mie Gacoan di Surabaya dapat terus meningkat. Kesetiaan yang semakin tinggi ini akan membawa Mie Gacoan ke peringkat tertinggi sebagai pilihan utama makanan cepat saji di Surabaya
PENGARUH FOOD QUALITY, ATMOSPHERE, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY PADA RESTORAN BAKMI GAJAH MADA DI SURABAYA
Get PDFRestoran Bakmi GM (Gajah Mada) merupakan restoran yang menyita perhatian, dan populer di kalangan masyarakat, terutama generasi milenial (usia 27-36 tahun). Restoran Bakmi GM terus berekspansi ke beberapa daerah, salah satunya di kota Surabaya. Restoran Bakmi GM menjadi pemimpin pasar dalam persaingan dengan restoran bakmi lainnya, seperti Restoran Bakmi Golek, Restoran Bakmi Buncit, Restoran Bakmi Naga, dan Restoran Bakmi Gang Kelinci. Penelitian ini bertujuan untuk menganalisis pengaruh food quality, atmosphere dan service quality terhadap customer satisfaction dan customer loyalty pada Restoran Bakmi GM di Surabaya. Data diperoleh dari 194 responden yang telah memenuhi kriteria yang ditentukan. Hasil pengolahan data menggunakan program SEM-PLS 3.0 menunjukkan, bahwa food quality, atmosphere dan service quality berpengaruh terhadap customer satisfaction dan customer loyalty
PENGARUH BUDAYA ORGANISASI, KOMPENSASI DAN KOMITMEN ORGANISASIONAL TERHADAP KINERJA KARYAWAN PERKEBUNAN SAWIT
Get PDFABSTRACTThe purpose of this study was to analyze the effect of organizational culture, compensation and organizational commitment on the performance of employees of Palm Oil Plantations in Kandis District, Siak Regency, Riau Province. Through this research, it is stated that the value of organizational culture can be used as a guideline and value in the company for each employee in improving their performance. And by providing compensation in accordance with what employees have done to this company affects employee performance in the future and also increases employee organizational commitment to stay in the plantation. There were 100 sample of respondents involved in this study. Multiple linear regression analysis techniques with the help of the SPSS program, were used in this study. The results of this study indicate that organizational culture, compensation and organizational commitment have a positive and significant effect on employee performance, so that all hypotheses are supported. ABSTRAKTujuan dari penelitian ini adalah untuk menganalisis pengaruh budaya organisasi, kompensasi dan komitmen organisasional terhadap kinerja karyawan Perkebunan Sawit Di Kecamatan Kandis Kabupaten Siak Provinsi Riau. Melalui penelitian ini disebutkan bila nilai budaya organisasi dapat dijadikan pedoman dan nilai dalam perusahaan bagi setiap karyawan dalam meningkatkan kinerjanya. Dan dengan pemberian kompensasi yang sesuai dengan apa yang telah dilakukan karyawan kepada perusahaan ini mempengaruhi kinerja karyawan kedepannya dan juga meningkatkan komitmen organisasional karyawan untuk tetap bertahan di perkebunan tersebut. Terdapat 100 sampel responden yang dilibatkan dalam penelitian ini. Teknis analisis regresi linier berganda dengan bantuan program SPSS, digunakan dalam penelitian ini. Hasil penelitian ini menunjukkan bahwa budaya organisasi, kompensasi dan komitmen organisasional berpengaruh positif dan signifikan pada kinerja karyawan, sehingga dengan demikian seluruh hipotesis mendapat dukungan.
PENYEBAB REPURCHASE INTENTION BEHAVIOR PADA KOPI NEIRA DI SURABAYA: CITRA DIRI ATAU KUALITAS?
Get PDFCoffee has long been a popular beverage around the world. This is also the primary reason for business owners to create a coffee shop, as it is easy to find coffee enthusiasts. The competition in the coffee shop business is becoming more intense as time passes, as seen by the ease with which coffee shops are everywhere, particularly in the big city and small city. These coffee businesses fight to attract customers and foster high repurchase intentions among their customers. The independent variables are self-image congruity, customer-perceived service quality, and contentment. The selected independent variables are self-image congruity, customer-perceived service quality and customer satisfaction. This study focuses on Neira Coffee, a coffee shop with numerous outlets throughout Indonesia. The data were gathered by distributing questionnaires, resulting in 154 samples of Neira Coffee Surabaya consumers aged 18 and up who live in Surabaya.The results showed that self-image congruity and customer-perceived service quality had a significant effect on customer satisfaction, self-image congruity and customer satisfaction had a significant effect on repurchase intention, while customer-perceived service quality had no significant effect on repurchase intention. It was also found that customer satisfaction was able to mediate the effect of self image congruity and customer perceived service quality on repurchase intention. Thus, self image congruity and customer perceived service quality have a significant effect on repurchase intention for Neira Coffee Surabaya consumers through customer satisfaction as a mediating variable
PENGARUH KOMUNIKASI, MOTIVASI DAN LINGKUNGAN KERJA TERHADAP KINERJA KARYAWAN PADA HOTEL BINTANG EMPAT DI KOTA SURABAYA TIMUR
Get PDFThis study aims to determine the effect of communication, motivation, and work environment on employee performance at a four-star hotel in the city of East Surabaya. The sampling technique used was cluster random sampling, with a total sample of 120 respondents who are employees at a four-star hotel in the city of East Surabaya. Data collection was carried out through an online questionnaire using the Google Form. The collected data were analyzed using the IBM SPSS Statistics 23 program. The results of this study indicate that communication has a positive and significant influence on employee performance. In addition, motivation also has a positive and significant influence on employee performance. The work environment was also found to have a positive and significant influence on employee performance. Furthermore, the research results show that communication, motivation, and the work environment together have a positive and significant impact on employee performance
PENGARUH DIMENSI PSYCHOLOGICAL CAPITAL TERHADAP WORK ENGAGEMENT KARYAWAN GENERASI ZOOMERS (GEN Z) DI SURABAYA
Get PDFABSTRACTThe zoomer generation (Gen Z) is starting to enter the world of work and will become the majority group in the future. The different characteristics that exist in each generation demand different approaches to get them more quickly involved in their work. This research is research at the dimensional level of psychological capital variables to analyze the influence of each dimension in order to find out which psychological capital dimensions have the most influence on work engagement of Gen Z employees. The sampling technique used was non-probability sampling using purposive sampling. The number of samples used was 235 Gen Z employees who live in Surabaya and have work experience of at least 1 year. Multiple linear regression was used to analyze the data. The results of the analysis show that self-efficacy, resilience, hope and optimism have a positive and significant effect on work engagement. The psychological capital dimension that has the most influence on work engagement of Gen Z employees is optimism. ABSTRAKGenerasi zoomer (Gen Z) mulai masuk dalam dunia kerja dan akan menjadi kelompok mayoritas di masa yang akan datang. Karakteristik berbeda yang ada pada setiap generasi menuntut pendekatan berbeda untuk membuat mereka lebih cepat terlibat dalam pekerjaan mereka. Penelitian ini merupakan penelitian pada level dimensi variabel psychological capital untuk menganalisis pengaruh masing-masing dimensi agar dapat mengetahui dimensi psychological capital yang paling berpengaruh terhadap work engagement karyawan Gen Z. Teknik pengambilan sampel yang digunakan adalah non-probability sampling dengan cara purposive sampling. Jumlah sampel yang digunakan adalah 235 karyawan Gen Z yang berdomisili di Surabaya dan telah memiliki pengalaman kerja minimal 1 tahun. Regresi linier berganda digunakan untuk menganalisis data. Hasil analisis menunjukkan self-efficacy, resilience, hope dan optimism berpengaruh positif dan signifikan terhadap work engagement. Dimensi psychological capital yang paling berpengaruh terhadap work engagement karyawan Gen Z adalah optimism
PENGARUH KEPEMIMPINAN TRANSFORMASIONAL DAN DUKUNGAN ORGANISASIONAL TERHADAP KREATIVITAS KARYAWAN BANK “Y” DI KALIMANTAN
Get PDFThe study aims to identify the influence of transformational leadership and organizational support on the employee creativity of “Y” Bank in Kalimantan. The respondents were 153 employees. The data collection tool used is a questionnaire. The hypothesis was tested using multiple regression analysis in SPSS software. The test results showed that transformational leadership and organizational support positively affect employee creativity
PENGARUH ORGANIZATIONAL CULTURE DAN COMMITMENT ORGANIZATIONAL TERHADAP EMPLOYEE PERFORMANCE
Get PDFThe purpose of this study was to examine the effect of organizational commitment and organizational culture on employee performance. The survei participants were 60 employees of PT. Nusantara Logistics Prosperous, Surabaya. The analysis used is multiple regression analysis, with the dependent variable is employee performance, and the independent variable is organizational commitment and organizational culture. The results show that organizational commitment and organizational culture have a significant positive effect on employee performance
DAMPAK BIAS KEUANGAN TERHADAP PERTIMBANGAN INVESTASI SAHAM PADA GENERASI MILENIAL
Get PDFPasar modal mendorong pertumbuhan ekonomi di Indonesia. Investasi saham menjadi pilihan dari masyarakat untuk mensejahterahkan kehidupan, namun seringkali ada beberapa bias irasional yang akan mempengaruhi keputsuan investor. Penelitian ini bertujuan untuk mengetahui dampak bias keuangan terhadap pertimbangan investasi saham pada generasi milenial, seperti anchoring bias, representativeness, availability bias dan overconfidence di Surabaya. Penelitian ini menggunakan kriteria seorang investor yang berkategori milenial yakni berusia 26-42 tahun dan baru mulai berinvestasi di Surabaya. Data diperoleh dari kuesioner online yakni 161 responden. Kemudian, data diolah dengan teknik analisis SEM dengan SMART PLS. Hasil penelitian ini menunjukkan bahwa bias keuangan seperti anchoring bias, representativeness, dan overconfidence berpengaruh positif dan signifikan terhadap pertimbangan investasi. Sedangkan availability bias tidak berpengaruh signifikan terhadap keputusan investasi. Dengan demikian seorang investor milenial harus lebih berhati - hati kembali dalam melakukan pertimbangan sebelum melakukan keputusan investasi