IMPLIKASI HUMOR DAN PERAN LAYANAN KARYAWAN GARIS DEPAN TERHADAP KEPUASAN PELANGGAN

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

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

Mediation-Moderation Modeling for Marketing in Supply Chain Management

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

Anteseden dari Kesetiaan Merek

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

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

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

Perbedaan Efek Tingkat Perlakuan Istimewa Yang Berhubungan Dengan Pendapatan: Sebuah Studi Empiris Pada Pelanggan Toko Serba Ada

This study intends to empirically explore how the practices of loyalty programs conducted by the store management (department store) which benefit for customers so as to provide results that benefit both parties as a relational outcome consisting of relationship commitment, Increased purchases, share of customer, word of mouth and customer feedback, which is completed by respondents profile as control variables such as age, education and income levels. With sample 66 respondents to test the hypothesis using MANOVA. Differential test results showed that there are differences in relationship commitment, increased purchases, share of customer, word of mouth, and customer feedback with a high level of preferential treatment, medium and low on the customer department store. Similarly, the age, income and education at the department store customers there are differences there are differences in relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The results of testing the fifth hypothesis states that preferential treatment will give a high positive influence on relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The test result of five hypothesis states that high preferential treatment will give positive influence to the relationship commitment, increased purchases, and share of customer, word of mouth, and customer feedback. On relationship commitment is not significant covariates of age, but the share of customer revenue and customer feedback and education are not significant, whereas age has the effect of preferential treatment exhibited significantly coupled with the age factor share of the customer to customer. Similarly, the positive word of mouth, only the opinion of significant covariates as control variables of preferential treatment. These three covariates age, income and education only significant simultaneously at Increased purchase only