Faktor-faktor Penentu Kualitas Jasa Perbankan (Kajian dari Perspektif Gender dan Posisi Pekerjaan pada Karyawan Bank Surabaya)

Banks need to review what kind of service quality is expected by the customers. Before determinethe service quality strategy, it is necessary to synchronize the bank perception whichis represented by the perception of frontline and back-office employees, and customers toavoid gaps. The objectives of this study are such as (1) to examine the factors that determinethe service quality from perspective bank employee based on their position in frontline andback-office, and (2) to verify the perceptions differences on service quality based on gender.By judgmental and purposive sampling, this research gained 100 employees of banks in Surabayacity. Data were collected by questionnaire method. By using factor analysis and independentsample test, this research found that there are seven determinants of banking servicequality that are perceived by the employees and no differences in the perceptions of thedeterminants of service quality between frontline and back-office employees, neither on genderbase

Citra Merek, Bintang Iklan, dan Kesadaran Merek: Cukup Kuatkah dalam Mempengaruhi Intensi Pembelian Kecap Manis ABC di Surabaya

Customers purchase intention is influenced by many factors. The reason behind why customersbuy is very important for the company to develop its marketing strategy. The purposeof this study is to examine the influence of Brand Image, Celebrity Endorsement, andBrand Awareness on Customers Purchase Intention of ABC Sweet Soy in Surabaya. Thisresearch uses questionnaire as an instrument to get the response of the respondent. A questionnairewas spread to one hundred people who buying and consuming the ABC sweet soyin Surabaya. Multiple Regression Analyze (MRA) is used to examine the effect of the independentvariables on dependent variable. The findings of this study shows celebrity endorsementand brand awareness has positive significant effect on consumers purchase intention,but not to brand image. The implication of this research, the company shouldstrengthen the brand awareness and should be selective to choose celebrity as endorsementon its advertising

Pengaruh Citra Merek, Kepercayaan Merek, dan Kualitas Layanan pada Loyalitas Merek Pakaian ZARA

The clothing industries in Indonesia are becoming more and more competitive. Many brands of clothes avalaible in the market place have a good quality and popularity. ZARA was one of clothes famouse in Indonesian. This Study aims to examine the effect of brand image, brand trust, and service quality on brand loyalty of ZARA clothes. Data coleccted by questionnare and involved 100 consumers in Surabaya. The sample was was selected by judgement sampling. The data were analyzed using MRA (Multiple Regression Analysis).The result shows that brand image has significant effect on brand loyalty, brand trust has signifcant effect on brand loyalty, and service quality has significant effect on brand loyalty. It implies that, it is important to improve brand image, trust and service quality for creating customer loyalty. Promotional strategy by delivering message honesty is important for building image and trust. Service quality can improve the overall service quality. The company should improve the product quality and services by improving attitude, skill and knowledge it's employees

Self-Regulation as A Mediator Between the Effect of Mental Accounting on Decision Satisfaction of Car Purchases

This study aims to determine the effect of mental accounting on satisfaction with purchase decision, using self-regulation as a mediator. Previous studies about post-purchase have focused on decision satisfaction - despite the latter being an antecedent of satisfaction. This study attempts to view decision satisfaction through the lense of mental accounting, namely how consumers code and categorize income as well as evaluate spendings. This is a quantitative research that studies consumers who bought cars in Jakarta and Surabaya. The sample consist of 316 participants, recruited through convenient sampling technique. The measuring instrument used is a modified Decision Satisfaction Questionnaire (SWD) by Holmes-Roy, 3-item Self-Regulation Questionaire to measure Self-Regulation to buy, and 2-item Mental Budgeting Questionnaire to measure mental accounting. These are all in the form of a 5-item Likert scale. The validity of the item is done using the Rasch model. Data analysis was performed using partial least squares PLS-SEM with the use of Software SmartPLS 3. The findings indicate that self-regulation acts as a mediator between mental accounting and decision satisfaction. Decision Satisfaction as First order is affected directly by the second order, which is “Good Enoughâ€, “Not Availableâ€, “Move On†and “Happy with the decisionâ€. Self-Regulation as a mediator variable positioned as First order is influenced directly by the Second order, namely “Strategyâ€, “Controlâ€, “Objectiveâ€, “Evaluationâ€, “Progressâ€, and “Firmnessâ€. Mental Accounting as First order is influenced directly by Second order, namely “Frameâ€, “Categoryâ€, and “Evaluationâ€.