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Pengaruh Market Orientation Terhadap Service Quality Dan Satisfaction Serta Loyalty Pelanggan Toko Buku Gramedia Dijawa Timur
Get PDFPada era sekarang ini bisnis retail telah mengalami perubahan sangat pesat,
terjadi peralihan dari konsep toko-toko lokal independent atau toko di jalan utama
menjadi situasi toko berskala nasional dan intemasional dalam bentuk pusat
perbelanjaan modem.
Persaingan pun sudah tidak bisa dihindarkan, masing-masing retailer berlombalomba menjaring pelanggan dengan kemampuannya. Sebaliknya pelanggan lebih
banyak pilihan dan tuntutan. Bagaimana strategi perusahaan menundukkan perilaku
pelanggan tersebut?
Disertasi ini bertujuan untuk membuktikan dan menganalisis:
1. Pengamh market orientation terhadap service quality Toko Buku Gramedia di
Jawa Timur 2. Pengaruh market orientation terhadap satisfaction pelanggan Toko
Buku Gramedia di Jawa Timur; 3. Pengamh market orientation terhadap loyalty
pelanggan Toko Buku Gramedia di Jawa Timur 4. Pengamh service quality terhadap
satisfaction pelanggan Toko Buku Gramedia di Jawa Timur 5. Pengaruh service
quality terhadap loyalty pelanggan Toko Buku Gramedia di Jawa Timur 6. Pengaruh
satisfaction terhadap loyalty pelanggan Toko Buku Gramedia di Jawa Timur
Disertasi ini merupakan suatu penelitian kausalitas. Data penelitian dikumpulkan
dengan menggunakan media kuesioner. Populasi dalam penelitian ini adalah semua
pelanggan yang pemah berbelanja buku minimum satu kali dalam dua bulan di
Gramedia Jawa Timur (Surabaya 3, Malang 2 dan Jember 1) jumlah sampel
sebanyak 144 pelanggan. Analisis data dilakukan dengan menggunakan teknik
analisis Structural Equation Modelling (SEM) dengan bantuan program komputer
AMOS versi 4.1
Hasil penelitian ini adalah:
Dari enam hipotesis temyata hasilnya adalah: 1). Market orientation
berpengaruh signifikan terhadap service quality, 2). Market orientation berpengaruh
signifikan terhadap satisfaction pelanggan; 3). Market orientation tidak berpengaruh
signifikan terhadap loyalty pelanggan; 4). Service quality berpengaruh signifikan
terhadap satisfaction pelanggan; 5). Service quality tidak berpengaruh signifikan
terhadap loyalty pelanggan; 6). Satisfaction berpengaruh terhadap
pelanggan. Hasil penelitian ini sebagian besar mendukung penelitian
Tujuh indikator service quality secara simultan berpengaruh signifikan terhadap
satisfaction pelanggan toko buku Gramedia di Jawa Timur. Ketujuh indikator
tersebut adalah Reliability (Xi) Responsiveness (X2), Assurance (X3), Empathy (X4),
Tangibles (X5), Elemen produk (X
^
), dan Promosi (X7). Tujuh indikator tersebut merupakan hasil kolaborasi antara konsep service dari Lovelock & Wright (1994)
yang biasa untuk mengevaluasi kualitas produk atau fabrikan dan konsep dari Zethaml (1994) yakni variabel yang biasa digunakan dalam mengevaluasi service quality. Hasil kolaborasi penelitian ini menunjukkan dimensi dari service quality
yang kuat, sehingga hasil penelitian ini bisa dipergunakan sebagai teori bam dalam mengukur service quality, Penelitian Suradi (2003) menunjukkan hal sama dengan
hasil penelitian ini, namun beda indikator.
Konsep Bowen & Chen (2001) sendiri adalah hasil kolaborasi antara konsep
(Toh et al. 1993); Te Peci (1999); Pritchard and Howard (1997); Hunter, (1998); dan
Wong et al. (1999). Konsep Bowen & Chen (2001) dan konsep Griffin (2003)
menghasilkan temuan baru dan semua indikator kolaborasi menunjukkan
dimensi dari variabel loyalty yang kuat, sehingga temuan konsep baru ini bisa dipakai
sebagai teori baru dalam mengukur loyalty pelanggan.
Dalam disertasi ini dilakukan modifikasi (menambah dan
mengkolaborasikan beberapa variabel dari beberapa model yang telah dikembangkan
peneliti sebelumnya) terutama memodifikasi model dari Silvadas et al. (2000) dan
Tsai (2002
PENGARUH MARKET ORIENTATION TERHADAP SERVICE QUALITY, SATISFACTION, DAN LOYALTY PELANGGAN TOKO BUKU GRAMEDIA DI JAWA TIMUR
No full textThe research objectives were to prove and to analyze the effect of market orientation on service quality, customer satisfaction and loyalty. The research sample consisted of 144 customers. The data were analyzed using Structural Equation Modeling (SEM) with AMOS. The results proved that market orientation had significant effect on service quality; market orientation had significant effect on satisfaction; market orienta-tion had no significant effect on customer loyalty; service quality had significant effect on satisfaction; service quality had no significant effect on customer loyalty. Customer satisfaction had significant effect on customer loyalty
PENGARUH MARKET ORIENTATION TERHADAP SERVICE QUALITY, SATISFACTION DAN LOYALTY PELANGGAN TOKO BUKU GRAMEDIA DI JAWA TIMUR
Get PDFThe research objectives were to prove and to analyze the effect of market orientation on service quality, customer satisfaction and loyalty. The research sample consisted of 144 customers. The data were analyzed using Structural Equation Modeling (SEM) with AMOS. The results proved that market orientation had significant effect on service quality; market orientation had significant effect on satisfaction; market orientation had no significant effect on customer loyalty; service quality had significant effect on satisfaction; service quality had no significant effect on customer loyalty. Customer satisfaction had significant effect on customer loyalty
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Dispelling the Myths Behind First-author Citation Counts
Get PDFWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
koamabayili/VECTRON-author-checklist: VECTRON author checklist
No full textWe have done our best to complete the author checklist relating to the use of animals in the hut study. Note that the objective for the hut study was to evaluate the IRS treatment applications for residual efficacy against Anopheles mosquitoes, including the local An. coluzzii mosquito population. Cows were only used to attract mosquitoes into the huts and no tests were carried out directly on the cows. The author checklist is intended for use with studies where experiments are carried out on animals, which is why we have had such difficulty in completing this for the hut study, as many of the questions do not relate to how the cows were used
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