40 research outputs found

    IMPLIKASI HUMOR DAN PERAN LAYANAN KARYAWAN GARIS DEPAN TERHADAP KEPUASAN PELANGGAN

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    This study aims to examine the implications of humor and the role of front-line employee services to customer satisfaction. The effect of front-line service employees calculates the factor of service encounters. The service encounter factor becomes one of the decisive factors in the service industry, especially the banking industry, especially in the era of digitization as the interaction between employees and customers is still needed. The research design used is hypothesis testing between humour, front-line service employees, to customer satisfaction by service encounter. The sample of this research is supported by 150 workers consisting of teller, customer service, and head teller/customer service department who participate as the respondent in this research. This research uses SEM analysis. The result of this research supports the hypothesis that humor positively effects frontline service employees and front -line service employees affect the service encounter. This research fails to prove that service encounter has a significantly direct effect on customer satisfaction. Therefore, the implication of service encounter is still a crucial point for the banking industry in achieving customer satisfaction

    PENGARUH SOCIAL MEDIA MARKETING PADA APLIKASI HALODOC MELALUI PERCEIVED VALUE

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    The purpose of this research is to see, test and analyze the influence of Social Media Marketing on Percieved Value, Purchase Intention, Willingness to Pay Premium Price, and Electronic Word of Mouth as well as the positive influence of Percieved Value on Purchase Intention, Willingness to Pay Premium Price, and Electronic Word of Mouth and the positive influence of Social Media Marketing on Purchase Intention, Willingness to Pay Premium Price, and Electronic Word of Mouth mediated by Perceived Value. Data was obtained from the results of a questionnaire distributed to 200 respondents who had purchased Halodoc services twice in the last 3 months via social media. Data testing was carried out using Structural Equation Model (SEM) analysis. The results of this research show that Social Media Marketing has a positive influence on Purchase Intention. Social Media Marketing has a positive influence on Willingness to Pay Premium Price. Social Media Marketing has a positive influence on Electronic Word of Mouth. Social Media Marketing has a positive influence on Perceived Value. Perceived Value has a positive influence on Purchase Intention. Perceived Value has a positive influence on Willingness to Pay Premium Price. Perceived Value has a positive influence on Electronic Word of Mouth. Perceived Value mediates the positive influence of Social Media Marketing on Purchase Intention. Perceived Value mediates the positive influence of Social Media Marketing on Willingness to Pay Premium Price. Perceived Value mediates the positive influence of Social Media Marketing on Electronic Word of Mouth

    Anteseden dari Kesetiaan Merek

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    Purpose of this research is to analyze the effects of service quality, price, purchase decision,perceived quality, design, and store environment on brand loyalty at Beauty Salon in JakartaTheoretical model that used in this study is the hypothetical testing method, that means toexamine is there the direct effect of service quality, price, purchase decision, perceived quality,design, and store environment on brand loyalty at Beauty Salon in Jakarta using the MultipleRegressions and ANOVA One Way Method.Result of this study states that: (1) There is the positive influence of service quality on brandloyalty; (2) There is the positive influence of price on brand loyalty;(3) There is the positive influence of purchase decision on brand loyalty; (4) There is the positiveinfluence of perceived quality on brand loyalty; (5)There is the positive influence of design onbrand loyalty; (6) There is the positive influence of salon environment on brand loyalty; and(7)There is difference of brand loyalty between mall beauty salon, housing beauty salon, andsettlement beauty salon.Managerial implications of this study is that management must consider many factors that caninfluence service quality, price, purchase decision, perceived quality, design, and salon storeenvironment on brand loyalty at beauty salon in Jakarta in efforts to build and enhance thebrand loyalty

    CONSTRUCTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BUSINESS

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    This article aims to construct the dimensions of customer relationship management (CRM), which consists of processes, preferences, customization, readiness, and capability in the retail service industry. With a total sample of 257, the results of testing using Structural Equation Modelling show that the fifth dimension of CRM construction contributes significantly to the construction of CRM.The findingsof the study on the construction of CRM customizationshow that there is still a weaknesses in registering valuable loyal customers. The collapse of conventional retail business is caused by not putting the priority of detecting valuable old customers This weaknessbecomes the strength of online retailers who are able to get traditional retail customers to switch to online platforms. CRM customization is also a crucial managerial implication for conventional, digital retailers and digital-conventional retail formats

    Mediation-Moderation Modeling for Marketing in Supply Chain Management

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    Abstract- This paper aimed to explore and remap the functions and roles of mediating and moderating variables from various research papers and their use in supply chain management marketing research. The interface areas investigated between marketing and logistics/supply chain management in marketing research. The literature review method used refers to using the thematic content analysis approach and qualitative analysis. The research findings were a single mediation model with full mediation classification, partial mediation, complementary mediation, and competitive mediation. Both single moderation models with classification homologizer moderation, quasi moderation, and pure moderation. Finally, a combination of mediation and moderation models with separated mediation-moderation classification and complementary mediation-moderation. With the increasingly complex modeling that is proposed and tested, the clarity of the statistical tools used is very important to disclose as one component of the assessment of qualitative supply chain management marketing research

    Pengaruh Dimensi Service Quality Terhadap Patient Satisfaction dan Revisit Intention dengan Outpatient Waiting Time Sebagai Pemoderasi pada Pasien Rumah Sakit Gigi dan Mulut di Jakarta

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    Penelitian ini bertujuan menganalisis pengaruh service quality terhadap patient satisfaction dan revisit intention dengan outpatient waiting time sebagai pemoderasi pada pasien Rumah Sakit Gigi dan Mulut di Jakarta. Penelitian ini memakai metode kuantitatif yang menggunakan data primer yang diambil secara direk dari pengisian kuesioner oleh pasien yang pernah menerima perawatan maupun yang sedang dalam perawatan gigi dan mulut di RSGM yang berlkasi di DKI Jakarta. Penarikan sampel dilakukan dengan metode purposive sampling dengan teknik non-probability sampling yang berjumlah 330 orang. Penelitian ini menggunakan pendekatan Structural Equation Modeling (SEM) untuk melakukan uji hipotesisnya. Hasil penelitian menunjukkan beberapa hipotesis yang terdukung antara lain; (H1) responsiveness terhadap patient satisfaction; (H2) assurance terhadap patient satisfaction; (H3) tangible terhadap patient satisfaction; dan (H4) empathy terhadap patient satisfaction; (H5) reliability terhadap patient satisfaction; (H9) empathy terhadap patient satisfaction dengan outpatient waiting time sebagai pemoderasi; (H10) reliability terhadap patient satisfaction dengan outpatient waiting time sebagai pemoderasi; dan (H11) patient satisfaction terhadap revisit intention. Hasil penelitian ini juga menunjukkan bahwa terdapat beberapa hipotesis yang tidak terdukung yaitu (H6) responsiveness terhadap patient satisfaction dengan outpatient waiting time sebagai pemoderasi; (H7) assurance terhadap patient satisfaction dengan outpatient waiting time sebagai pemoderasi; dan (H8) tangible terhadap patient satisfaction dengan outpatient waiting time sebagai pemoderasi. Kesimpulan dari penelitian ini adalah outpatient waiting time tidak dapat memperkuat pengaruh positif dari responsiveness, assurance, dan tangible terhadap patient satisfaction

    Implikasi Humor dan Peran Layanan Karyawan Garis Depan terhadap Kepuasan Pelanggan

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    This study aims to examine the implications of humor and the role of front-line employee services to customer satisfaction. The effect of front-line service employees calculates the factor of service encounters. The service encounter factor becomes one of the decisive factors in the service industry, especially the banking industry, especially in the era of digitization as the interaction between employees and customers is still needed. The research design used is hypothesis testing between humour, front-line service employees, to customer satisfaction by service encounter. The sample of this research is supported by 150 workers consisting of teller, customer service, and head teller/customer service department who participate as the respondent in this research. This research uses SEM analysis. The result of this research supports the hypothesis that humor positively effects frontline service employees and front -line service employees affect the service encounter. This research fails to prove that service encounter has a significantly direct effect on customer satisfaction. Therefore, the implication of service encounter is still a crucial point for the banking industry in achieving customer satisfaction

    Pengaruh Karakteristik Konsumen, Green Product, dan Citra Merek terhadap Minat Beli Konsumen

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    Industri fashion berkontribusi negatif pada lingkungan melalui limbah produksi. Dengan fokus pada produk ramah lingkungan, citra merek yang positif, menarik minat konsumen, serta menunjukkan kepedulian pada lingkungan. Tujuan penelitian adalah mengeksplorasi dampak karakteristik konsumen, green product, dan citra merek terhadap minat beli. Melalui metode purposive sampling menggunakan SPSS 23, penelitian melibatkan 106 responden dari masyarakat. Temuan penelitian menunjukkan karakteristik konsumen tidak berpengaruh signifikan terhadap minat beli (p > 0,05). Sebaliknya, green product dan citra merek memiliki dampak positif yang signifikan terhadap minat beli (p < 0,05). Kesimpulan dari penelitian menyoroti bahwa karakteristik konsumen tidak memengaruhi penggunaan situs/aplikasi pembelian karena harga yang lebih terjangkau. Konsumen merasa berkontribusi pada lingkungan dengan memilih produk ramah lingkungan, citra merek yang baik memengaruhi kepercayaan dalam pembelian, dan kualitas layanan yang baik membangun kepercayaan yang memengaruhi keputusan konsumen. Hal ini menekankan pentingnya produk ramah lingkungan dan citra merek positif dalam menjaga lingkungan dan memengaruhi perilaku konsumen
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