DAMPAK SERVICE ENCOUNTER QUALITY TERHADAP SERVICE VALUE EVALUATION: STUDI PADA HIGHER EDUCATION SERVICE

This paper aims to examine the impact of service encounter quality on service value evaluation within a higher education context, especially in class learning process. Service encounter quality was approached with three dimensions, they are : instructor interaction competencies, instructor task competencies and student interaction competencies. Service value evaluation in this study was called as learning experience value. Some qustionares were distributed to 306 students in some classes. The data were analysed with multiple regression. The result showed there are significant impacst of the three dimensions of service encounter quality on the learning experience value

Mengelola Interaction Behavior Untuk Meningkatkan Service Encounter Satisfaction

AbstrakTujuan – Penelitian ini bertujuan untuk menganasis peran penting perilaku interaksi dalam meningkatkan kepuasan mahasiswa terhadap service encouter dalam konteks pendidikan tinggiDesain/Metodologi/Pendekatan - Survei terhadap 455 mahasiswa universitas swasta di Jakarta telah dilakukan. Sebuah kuesioner telah dirancang terdiri dari sejumlah item yang dapat mengukur konstruk dalam model konseptual. Data dianalisis dengan SEM AMOS.Hasil - Hasil penelitian menunjukkan ada pengaruh yang signifikan dari perilaku interaksi terhadap kenyamanan pelanggan. Selanjutnya, kenyamanan pelanggan berdampak pada kepuasan pertemuan layanan. Pengaruh perilaku interaksi terhadap kenyamanan pelanggan lebih besar dibanding pengaruh kenyamanan pelanggan terhadap kepuasan pertemuan layanan. Teman ketiga dari penelitian ini adalah terdapatnya peran mediasi variabel kenyamanan –pelanggan dalam hubungan perilaku interaksi dengan kepuasan pertemuan layananKeterbaruan/Nilai - Penelitian yang meneliti peran kenyamanan pelanggan sebagai variabel mediasi dalam hubungan perilaku interaksi dengan kepuasan pertemuan layanan dalam layanan pendidikan tinggi masih jarang dilakukan.   Abstract                                                                         Purpose –This paper aims to analyze the role of interaction behavior to increasing service encounter saisfaction within a higher education context.Design/Methodology/Approach - A survey of 455 private university student in Jakarta was undertaken. A qustionnaire was developed with item measures that captures the constructs in the conceptual model. The data are analysed with SEM AMOS.Findings - The result show there is  a significant  impact of interaction behavior  on customer comfort. Then, customer comfort have impact on service encounter satisfaction. The impact of  interaction behavior  on customer comfort  is bigger than the impact of customer comfort on service encounter satisfaction. The third finding of this research is the role of customer comfort as mediating variable on relatioship between interaction behavior and service encounter saisfaction also significant.Originality/Value - The research that examining the role of customer comfort as mediating variable on relatioship between interaction behavior and service encounter saisfaction in higher education service is scarce. 

Peran Customer Involvement Dan Corporate Image Dalam Hubungan E-Wom Dengan Purchase Intention

There are many studies about the impact of e-WOM on purchase intention. Rarely studies that focus on the role of customer involvement and corporate image in the relationship between e-WOM with purchase intension especially in education context. The purposes of this study are to investigate the moderating effect of customer involvement and mediating effect of corporate image in the relationsip between e-WOM with purchase intention in higher education. The sample are students of senior high school who have ever search for opinions or reviews through the internet before choosing the university. A SEM is used to asses the relationship of the researh model. The results show that customer involvement has moderating effect and corporate image has mediating effectc in relationship between e-WOM with purchase intention. These results provide new insight into the relationship model between e-WOM with purchase intention in higher educatio

Pengaruh Brand Trust, Product Quality, Brand Image, Customer Satisfaction Terhadap Consumer Loyalty

Menurut data WINA, masyarakat Indonesia mengkonsumsi mie instan pada kategori tertinggi kedua di dunia. Karena tingginya permintaan mie instan dan ketatnya persaingan di pasar mie instan, para pemasar mie instan harus memperhatikan dengan baik unsur-unsur yang mempengaruhi loyalitas konsumen terhadap mie instan, seperti kepercayaan merek, kualitas produk, citra merek, dan kepuasan konsumen, yang harus dimunculkan dan dijadikan tujuan utama agar konsumen tetap bertahan dengan merek mie instan yang mereka konsumsi. Penelitian ini bertujuan untuk menganalisis pengaruh positif product quality terhadap consumer loyalty, menganalisis pengaruh positif brand image terhadap consumer loyalty, dan menganalisis pengaruh positif customer satisfaction terhadap consumer loyalty. Penelitian ini dilakukan pada lokasi alami (non-contrived setting). Teknik pengumpulan data yang digunakan dalam penelitian ini adalah penyebaran kuisioner. Teknik pengambilan sampel yang digunakan yaitu teknik purposive sampling. Metode analisis data yang digunakan adalah teknik pemodelan persamaan struktural (SEM). Hasil penelitian menunjukkan bahwa product quality tidak berpengaruh positif terhadap consumer loyalty; brand image tidak berpengaruh positif terhadap consumer loyalty dan customer satisfaction berpengaruh positif terhadap consumer loyalty.  Dengan demikian product quality tidak terdapat pengaruh langsung terhadap consumer loyalty namun harus dimediasi oleh brand trust. Customer satisfaction tidak terdapat pengaruh langsung terhadap consumer loyalty namun harus dimediasi oleh perceived value

ANTESEDEN DAN KONSEKUENSI DARI ATTITUDE-TO-BRAND DAN SELF-ESTEEM

ABSTRAKPenelitian ini bertujuan menguji dan menganalisis variabel brand satisfaction, attitude-to-brand, dan brand love serta self-esteem memiliki pengaruh positif terhadap brand loyalty dan membuktikan peran attitude to brand dan self esteem dalam memediasi pengaruh brand satisfaction dan brand love terhadap brand loyalty pada pengguna provider Telkomsel pada smartphone. Sampel yang digunakan dalam penelitian ini berjumlah 220 responden. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Data dianalisis menggunakan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah (1) Brand Satisfaction berpengaruh positif terhadap Attitude to Brand, (2) Attitude to Brand tidak berpengaruh positif terhadap Brand Loyalty, (3) Atittude to Brand tidak berpengaruh positif dalam memediasi Brand Satisfaction terhadap Brand Loyalty, (4) Brand Satisfaction tidak berpengaruh positif terhadap Brand Loyalty, (5) Brand Satisfaction berpengaruh positif terhadap Brand Love, (6) Brand Love berpengaruh positif terhadap Self Esteem, (7) Self Esteem berpengaruh positif terhadap Brand Loyalty, dan (8) Self Esteem berpengaruh positif dalam memediasi Brand Love terhadap Brand Loyalty.Kata Kunci : Cinta Merek, Harga Diri, Kepuasan Merek, Loyalitas Merek, Sikap Terhadap Merek. ABSTRACTThis study aims to test and analyze the variables brand satisfaction, attitude-to-brand, and brand love and self-esteem have a positive influence on brand loyalty and prove the role of attitude to brand and self-esteem in mediating the effect of brand satisfaction and brand love on brand loyalty in Telkomsel provider users on smartphones. The sample used in this study amounted to 220 respondents. The sampling technique used is purposive sampling. The data were analyzed using the Structural Equation Model (SEM) method. The results of this study are: (1) Brand Satisfaction has a positive effect on Attitude to Brand, (2) Attitude to Brand does not have a positive effect on Brand Loyalty, (3) Attitude to Brand does not have a positive effect on mediating Brand Satisfaction on Brand Loyalty, (4 ) Brand Satisfaction does not have a positive effect on Brand Loyalty, (5) Brand Satisfaction has a positive effect on Brand Love, (6) Brand Love has a positive effect on Self Esteem, (7) Self Esteem has a positive effect on Brand Loyalty, and (8) Self Esteem has a positive effect on positive in mediating Brand Love to Brand Loyalty.Keywords : Brand Satisfaction, Attitude Towards Brand, Brand Love, Self-Esteem, Brand Loyalty

CORPORATE SOCIAL RESPONSIBILITY: KONSEKUENSI PRAKTIK DAN HUBUNGANNYA DENGAN CORPORATE IMAGE DAN LOYALITAS PELANGGAN

Penelitian ini bertujuan untuk menguji keterkaitan variabel Corporate Social Responsibility (CSR), Corporate Image dan Customer Loyalty. Data diperoleh dengan menyebarkan kuesioner yang sudah diuji validitas dan reliabilitasnya pada 170 responden dengan kriteria konsumen yang memahami CSR serta pernah menggunakan jasa dari sebuah hotel yang sudah menerapkan CSR. SEM digunakan untuk menguji model penelitian dan menguji semua hipotesis yang diajukan. Hasil penelitian menunjukkan bahwa model fit dan CSR berpengaruh baik secara langsung maupun melalui Corporate Image terhadap Customer Loyalty. Oleh karena itu, untuk meningkatkan Corporate Image dan Customer Loyalty, manajer dapat mengelola praktik CSR dengan baik

Konsekuensi dari Website Personality Pada Online Shop Lazada Indonesia

AbstrakTujuan– Penelitian ini bertujuan untuk mengidentifikasi dan menganalisis konsekuensi dari kepribadian situs web pada toko online Lazada IndonesiaDesain/Metodologi/Pendekatan - Data dikumpulkan dengan menyebarkan kuesioner kepada 332 responden yang telah melakukan pembelian online di situs Lazada Indonesia dengan frekuensi setidaknya 1-3 kali selama tahun 2016 dan dianalisis menggunakan alat analisis Structural Equation Modeling (SEM) yang diproses melalui program SPSS.Hasil – Hasil penelitian ini menunjukkan bahwa ada pengaruh positif kepribadian situs web pada penelusuran web utilitarian, penelusuran web hedonis, dan pembelian impuls online dan ada pengaruh positif penelusuran web hedonis pada pembelian impuls online. Namun, tidak ada pengaruh positif dari penelusuran web utilitarian terhadap pembelian impuls online.  AbstractPurpose - This study aims to identify and analyze the consequences of website personality on the online shop Lazada IndonesiaDesign/Methodology/Approach –The data collected by distributing questionnaires to 332 respondents who have made purchases online on the website Lazada Indonesia with frequency at least 1-3 times during the year 2016 and were analyzed using analysis tools Structural Equation Modeling (SEM) that is processed through the SPSS program.Finding - The results of this study indicate that there is a positive influence of website personality on the utilitarian web browsing, hedonic web browsing, and online impulse buying and there is a positive influence of hedonic web browsing on the online impulse buying. However, there are no positive influence of utilitarian web browsing on the online impulse buying.         

Konsekuensi dari Influencer Endorsement

The purpose of this study is to obtain related empirical evidence: To analyze the positive influence of Influencer Endorsement and Brand Trust on Repurchase Intention. The sampling technique in this study used "purposive sampling" with the criteria of respondents being individuals who “Followed Otomotif Influencer on Social Media ". In this study, the primary data was obtained from a questionnaire made using the Google Form and distributed to 228  respondents. The results of this study indicate that there is a positive influence from Influencer Endorsement on Repurchase Intention and a positive influence on Brand Trust and Repurchase Intention

Student Perceptions on Service Quality of Higher Education: an Empirical Study

Educational literatures suggest that there is mounting pressure from customers of higher education to close the gap between their expectation of institutional performance and the actual performance (Widrick et al., 2002; Pariseau and Mc Daniel, 1997; Shank et al., 1995). Therefore, it is imperative that higher educations actively monitor the quality of their service. This study deals with measuring the service quality in higher education. The service quality of higher education in this research is defined as the difference between perception of performance and expectation of higher education. The instrument from Shank et al. (1995) was used in this study. The questionnaires were sent to students from some big universities in Jakarta. The t test was used to analysis the dat