Pengaruh Kualitas Layanan terhadap Kepuasan dan Wom (Studi di RSUD Wangaya Denpasar)

Kemampuan untuk memberikan kualitas layanan yang dapat memenuhi harapan pasien merupakan strategi yang sangat penting untuk mencapai keunggulan kompetitif. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari kualitas layanan terhadap kepuasan dan komunikasi word of mouth (WOM) pada pasien rawat inap di Paviliun Praja Amerta RSUD Wangaya. Populasi dalam penelitian ini adalah semua pasien yang pernah menjalani rawat inap di Paviliun Praja Amerta RSUD Wangaya. Metode penentuan sampel dilakukan dengan metode purposive sampling dengan jumlah responden sebanyak 150 responden. Pengujian hipotesis penelitian dengan menggunakan analisis Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan., Kualitas layanan berpengaruh positif dan signifikan terhadap WOM, dan Kepuasan berpengaruh positif dan signifikan terhadap WOM

Pengaruh Lingkungan Situasional terhadap Pemilihan Tempat Belanja Minimarket di Kota Denpasar

Situational environment is one of trigger that can affect consumer behavior. That contains five characteristics that each characteristic have different effect to make consumer choosing a place to shopping. The purpose of this research is to know how major difference and the probability among situational environment affect consumer in Denpasar to choosing Minimarket as their main-shopping place. This research use 150 respondent that have been decided by purposive sampling technique. The method that used in this research is descriptive and inference statistic, such as logistic regression. The result of this research showed that situational environment have partial effect to choosing Minimarket in Denpasar and have a variant possibilities on each situational characteristics

Entrepreneurship for Students: The Relationship between Individual Entrepreneurial Orientation and Enterpreneurial Intention

Research on entrepreneurial intention and orientation for students has been done. The objectives of the study are: (1) to compare Individual Entrepreneurship Orientation (IEO) and entrepreneurial intention for two sub-samples according to gender and family background; and (2) to investigate the correlation between IEO and entrepreneurial intention. A hundred and fifty students from two faculties of economics and business were used and divided into male and female group. These groups were again divided into students whose parents are entrepreneur and civil servants.  T-test and Pearson correlation were applied to analyze the data.The result showed that  that there was no significant difference in IEO between male and female students but there was significant difference between those whose parents are entrepreneur and civil servants. There were also significant difference in entrepreneurial intention, both based on gender and family background. Additionally, there was a positive relationship between IEO and entrepreneurial intention. It is recommended that future research should use a sample of students from non-economic and business faculties because entrepreneurship is offered as an elective course for almost all students in higher education. Keywords: entrepreneurial, intention, orientation, student, famil

The Role of Customer Satisfaction in Mediating the Influence of Brand Personality and Service Quality on the Loyalty of Beachwalk Shopping Center Customers

In 2018 and 2019, there was an increase in the number of shopping centers in Bali, which led to the tight competition in the industry. The movement of customers from one shopping center to other shopping centers indicate that the loyalty of customers can be categorized as low. This challenges business practitioners in their attempt to maintain and win the competition within the industry. This research focuses on the role of customer satisfaction, brand personality and service quality in developing the loyalty of Beachwalk Shopping Center customers. This research is categorized as an associative quantitative study and was conducted in Badung Regency, Bali. The data consists of 218 Beachwalk Shopping Center visitors, collected by distributing questionnaires which include open-ended and close-ended questions. The validity and reliability of these questions have also been verified. The analysis technique used is the Structural Equation Modelling (SEM) and the analysis tool utilized is the SmartPLS 3.0. The research results revealed that customer satisfaction and brand personality have a positive and significant influence on customer loyalty, but service quality does not have a significant influence on customer loyalty. The results also showed that customer satisfaction is capable of mediating the influence of brand personality and service quality on the loyalty of Beachwalk Shopping Center customers. Another result of this study is that there is no significant difference between the satisfaction and loyalty of local and foreign customers, indicated by both having equally high values of customer satisfaction and customer loyalty. Keywords: brand personality, service quality, customer satisfaction and customer loyalty DOI: 10.7176/EJBM/12-20-11 Publication date:July 31st 202

Efek Mediasi Kepuasan Dalam Hubungan Antara Persepsi Risiko Dengan Kepercayaan Produk Kosmetik Hijau Merek the Face Shop

The purpose of this study is to determine the mediating effect of satisfaction in the relationship between the perception of risk with confidence green cosmetic products by using the object cosmetic brand The Face Shop. The study was conducted in Denpasar with a sample size of 120 customers cosmetic brand The Face Shop. Data was collected using a questionnaire survey method and analyzed by path analysis and Sobel test. The results of this study are negatively perceived risk to customer satisfaction, perceived risk negatively affect customer trust, satisfaction has positively influence on customer trust and satisfaction were significantly mediate the relationship between perceptions of risk with trust

Hubungan Karakteristik Sosial Demografi Konsumen dengan Respon terhadap Stimuli Komunikasi Pemasaran (Produk Bancassurance Aia-bca)

Penelitian ini menguji hubungan karakteristik sosial demografi konsumen (usia, jenis kelamin, pendidikan terakhir, pekerjaan, tempat kerja, status keluarga, jumlah anak, total pengeluaran keluarga per bulan) dengan respon terhadap stimuli komunikasi pemasaran (AIDA) pada produk Bancassurance AIA-BCA. Responden penelitian adalah 300 nasabah dan dianalisis menggunakan alat Crosstabs Analysis dan Chi-Square Test. Hasil penelitian menunjukkan variabel selain jenis kelamin berhubungan signifikan dengan stimuli AIDA. Responden tua (? 30 tahun), pendidikan tinggi, pekerjaan profesional dan wirausaha, tempat kerja swasta dan sendiri/wirausaha, berkeluarga dan janda/duda, jumlah anak diatas dua, total pengeluaran keluarga per bulan diatas Rp. 7.500.000,- mempunyai sikap lebih positif terhadap stimuli AIDA. Kata kunci : Komunikasi Pemasaran, Konsep AIDA, Variabel Sosial Demograf

Aplikasi Model TAM dalam Menjelaskan Niat Konsumen Membeli E-Ticketing di Kota Denpasar

Perkembangaan teknologi yang semakin pesat seiring dengan perkembangannzaman yanggsemakin menuntutnkemudahan dalam melakukan berbagaimkegiatan, memunculkan berbagai teknologiobaru untuk memenuhi kebutuhan manusia. Internet telah memainkan peran penting dalam kehidupan sehari-hari. Penelitian ini dilakukan pada maskapai penerbangan yang menyediakan jasa layanan e-ticketing. Sejumlah 127 responden diambil sebagai sampel, dengan menggunakan metode purposive sampling. Pengumpulan data dilakukan melalui kuesioner. Pengujian dalam penelitian ini menggunakan regresi linear berganda. Pihak manajemen penyedia layanan e-ticketing seharusnya mampu memberikan gambaran-gambaran terhadap manfaat dan keuntungan dari penggunaan layanan e-ticketing, agar konsumen tidak ragu dalam menggunakan layanan e-ticketing, sehingga resiko-resiko dapat diminimalisir oleh pihak manajemen

Exploration of Bali's Cultural Values and Entrepreneurial Orientation in Relation to Cooperative Managers In Bali

Bali is famous for its cultural diversity especially in the physical form. In addition, Bali also has a culture manifested in the form of values which support the creativity of Balinese. This study has three objectives: (1) to explore the cultural values ​​of local Balinese that consist of jengah, taksu, and menyama braya; (2) to test the three dimensions of jengah, taksu, and menyama braya as a construct into the cultural values ​​of local Balinese to be valid and reliable; and (3) to explain the relationship between the values ​​of local culture and the entrepreneurial orientation. The research method was by combining qualitative and quantitative approaches. A qualitative approach draws on research by Templeton (2002) and Dewi (2013). A quantitative approach uses analytical techniques namely Content Validity Confirmatory Ratio and Factor Analysis. In this study, a qualitative approach was done towards informants who were experts and understood the culture of Bali, while a quantitative approach was used for respondents who were cooperative managers in Bali. The results show that jengah, taksu, and menyama braya are implementation of Tri Hita Karana. This study also confirms that jengah, taksu, and menyama braya are culturally valid and reliable to reflect the local culture of Bali. Jengah is dominantly reflected by the spirit of working hard to achieve a better life. Taksu is also dominantly reflected by honesty, which implies doing something right, while menyama braya is reflected by upholding the principle of mutual cooperation. The spirit of hard work and upholding the principles of honesty and cooperation reflect behaviors that support entrepreneurial orientation. Jengah, taksu, and menyama braya are formulated into a proposition: Stronger jengah, taksu, and menyama braya impact on higher entrepreneurial orientation. Keywords: Cultural Values, Jengah, Taksu, Menyama braya, Entrepreneurial Orientatio

Hubungan Variabel Demografi dan Dimensi Budaya dengan Perilaku Komplain Wisatawan Hotel Berbintang di Bali

Penelitian ini dilakukan untuk mengetahui hubungan variabel demografidan dimensi budaya dengan perilaku komplain wisatawan hotel berbintang di Bali. Responden dalam penelitian ini adalah 60 responden wisatawan asing dan 60 responden wisatawan domestik. Data dianalisis dengan menggunakan metode statistik seperti distribusi frekuensi, chi-square test dan crosstab analysis. Hasil penelitian menunjukkan jika dilihat dari variabel demografi, wisatawan asing yang berpendapatan tinggi cenderung melakukan komplain melalui pengambilan tindakan publik, sementara wisatawan domestik yang berpendapatan rendah dan menengah lebih cenderung melakukan komplain melalui pengambilan tindakan pribadi. Dilihat dari dimensi budaya,wisatawan dengan dimensi jarak kekuasaan dalam konteks rendah, dalam budaya individualisme dan penghindaran ketidakpastian dalam konteks rendah lebih memilih untuk melakukan komplain melalui tindakan publik, sementara wisatawan dengan dimensi jarak kekuasaan dalam konteks tinggi, dalam budaya kolektivisme dan penghindaran ketidakpastian dalam konteks tinggi cenderung memilih melakukan komplain melalui tindakan pribadi.   Kata kunci: Perilaku komplain, demografi konsumen, dimensi budaya