THE EFFECT OF CUSTOMER RELATIONSHIP ON LOYALTY THROUGH CUSTOMER TRUST AND WORD OF MOUTH - SURVEY ON JAVA DANCER COFFEE ROASTER CUSTOMERS IN MALANG CITY, INDONESIA

The purpose of this study is to provide empirical evidence about customer trust and word of mouth as a mediator of the effect of customer relationship marketing on customer loyalty. The population of this research is the customers of Java Dancer Coffee Roaster in Malang City and the sample size is 140 respondents. The analysis technique in this research is Structural Equation Modeling (SEM). The results showed that Customer relationship marketing by focusing on long-term customers continuously contributes to increasing customer loyalty and trust. Customers who have the confidence that Java Dancer Coffee Roaster contributes to Java Dancer Coffee Roaster customer loyalty. Customer trust is not able to act as a mediator of the indirect effect of the effect of customer relationship marketing on customer loyalty. Customer relationship marketing by focusing on long-term customers continuously contributes to increasing the word of mouth of Java Dancer Coffee Roaster in Malang City. Word of mouth affects customer loyalty at Java Dancer Coffee Roaster in Malang City. Word of mouth is not able to act as a mediator of the indirect effect of the effect of customer relationship marketing on customer loyalty. Article visualizations

KEPEMIMPINAN KEPALA SEKOLAH DAN KINERJA GURU: PERAN MEDIASI MOTIVASI KERJA

Abstrak: Penelitian ini bertujuan untuk menganalisis peran kepemimpinan terhadap kinerja guru, dan peran motivasi guru sebagai mediator peran kepemimpinan terhadap kinerja guru. Populasi seluruh guru Sekolah Menengah Pertama Islam (SMP) Islam di Kabupaten Probolinggo yang berjumlah 110, menggunakan teknik proporsional random sampling, sampel yang digunakan adalah 52 guru. Pengumpulan datanya menggunakan angket dengan skala likert 5 poin, sedangkan teknik analisis datanya menggunakan Path Analysis. Pimpinan kepala sekolah telah menerapkan strategi yang jelas dan realistis, peduli kepada anggota, memiliki kemampuan untuk memotivasi, menjaga kekompakan tim, menghargai perbedaan dan kepercayaan anggota. Guru memiliki motivasi kerja yang baik yang tercermin dari pemenuhan kebutuhan fisiologis, rasa aman, sosial, penghargaan, dan aktualisasi diri. Guru juga memiliki kinerja yang baik, terlihat dari terpenuhinya target kinerja, kualitas kerja, ketepatan waktu, dan kepatuhan terhadap prinsip. Hasil penelitian menunjukkan bahwa semakin kuat kepemimpinan kepala sekolah akan meningkatkan kinerja guru, maka kepemimpinan kepala sekolah juga mampu meningkatkan motivasi kerja guru, dan motivasi kerja akan berkontribusi terhadap kinerja guru. Keywords: leadership, work motivation, teacher performance Abstrak: Penelitian bertujuan untuk menganalisis peran kepemimpinan di sekolah terhadap kinerja guru, dan peran motivasi guru sebagai mediasi peran kepemimpinan di sekolah terhadap kinerja guru. Populasi seluruh guru Sekolah Menengah Pertama (SMP) Islam di Kabupaten Probolinggo yang berjumlah 110, menggunakan teknik proportional random sampling, diambil sampel sebanyak 52 guru. Pengumpulan data menggunakan Kuesioner yang disusun dengan Skala Likert 5 point, sedangkan teknik analisis data menggunakan Path Analysis. Hasil penelitian ini menunjukan bahwa kepemimpinan kepala sekolah telah menerapkan strategi yang jelas dan realistis, peduli terhadap anggota, memiliki kemampuan untuk memotivasi, menjaga kekompakan tim, menghargai perbedaan dan keyakinan anggota. Guru yang diteliti memiliki motivasi kerja yang baik, dicerminkan terpenuhinya kebutuhan fisiologis, kebutuhan akan rasa aman, kebutuhan sosial, kebutuhan penghargaan, dan kebutuhan aktualisasi diri. Guru juga memiliki kinerja yang baik ditunjukkan dari terpenuhinya target kinerja, kualitas kerja, ketepatan waktu, dan taat asas. Temuan penelitian ini jug menunjukkan bahwa semakin kuat kepemimpinan kepala sekolah akan meningkatkan kinerja guru, kepemimpinan kepala sekolah juga mampu meningkatkan motivasi kerja guru, dan motivasi kerja akan berkontribusi pada kinerja guru. Kata kunci : kepemimpinan kepala sekolah; motivasi kerja, kinerja gur

Pengaruh Faktor Bauran Pemasaran terhadap Pertimbangan Nasabah Memilih Bank Syariah di Kota Medan

The expansion of syari'ah bank in Indonesia recently can be concluded to have a significant development, it also take a large number of attention from the Indonesian goverment though Indonesian central Bank, Bank Indonesia in monitoring the development of syari'ah bank industry. Consumers behaviour toward syari'ah bank, which is shown by a variety respon. Consumer consideration in choosing syariah bank, has become a very interesting topics to be discuss in knowing the information on how far does Indonesian people interest with syari'ah bank and what kind of factors can affect the community to deal with syari'ah bank by being the customer of syariah bank. One of the factors is marketing mix strategy which the company, syari'ah bank, has formulated. The purpose of this research is to analize the effect of marketing mix, which are product, price, promotion, place, people, process, and physical evidence, towards customer consideration in choosing syariah bank. And also to inform which the most dominant factor from the all seven factors to be consider by customer. The field research is the city, Medan, with population all of Medan's syariah bank individual customer, through, Bank Syariah Mandiri, Medan Branch Office; Bank Muamalat Indonesia, Medan Branch Office; BNI Syariah, Medan Branch Office, using purposive sampling method, with 100 number of respondents in finishing the survey. Hypothesis examination involves mutiple regression analysis. Result indicates only three of seven marketing mix factors, which are product, place, and people has significantly affect customer consideration in choosing syariah bank in Medan. The other four factors, price, promotion, process, and physical evidence does not significantly affect customer consideration. The one factor gives the most dominant consideration is the product

The Halal Certification Essence in Manufacturer's Perspective (A Phenomenology Study)

Purpose: The study aims (1) to explore the comprehension and implementation of halal certification essence from the producers perspective of MSMEs, and (2) to make the model to apply the halal certification essence to MSMEs.   Design/methodology/approach: This study used qualitative methods with Hussel's phenomenological approach. This research takes a setting in East Java. The data analysis is the Interactive Model Analysis from Miles and Huberman.   Findings: The results showed indicate that the comprehension and implementation of halal certification essence from a producer's perspective of MSMEs in East Java is still relatively low. There are many MSMEs do not have certificates even though they understand the importance of halal certificates. The phenomenon at MSME producers showed that theoretically the halal certificates refers to the first basis set by Islam, namely the origin of something created by Allah is halal and permissible.   Research limitations/implications: The samples and findings are exclusively to MSMEs that very supportive in determining informants and research clusters based on MSME industry groups   Practical implications: Local governments should conduct training or coaching on positive mental strength, financial management, financial management literacy, risk management training, promotion and marketing strategy training and tourism management training. These trainings need to be done in order MSMEs have the competence and the comprehension on halal certification as one of capabilities of a good promotion The strategy and marketing strategy   Social Implications: The training pattern should use a mentoring system by involving academics. The training to MSMEs should be done routinely. Training should be maintained properly at intervals, coordination and cooperation between the government and entrepreneurs.   Originality/value: The research originality is shown by the MSMEs  comprehension and mapping of halal certification as well as models to implement the halal certification essence in form of MUI regulations, MUI supervision, producer aspects and increased awareness of MSMEs in essence halal certification to supports the development of MSMEs

Pengaruh Relationship Marketing terhadap Customer Retention Orientation dan Dampaknya pada Relationship Outcome dari Nasabah Bank Umum di Kota Malang

The relationship marketing consists of seven efforts, there are belonging, communication, customization, differentiation, personalization, rewarding, security and convenience. The purpose of this research are: 1) to analyze the significant direct effect of belonging, communication, customization, differentiation, personalization, rewarding, security and convenience on the customer retention orientation; 2) to analyze the significant direct effect of customer retention orientation on the relationship outcome; and 3) to analyze the significant indirect effect of belonging, communication, customization, differentiation, personalization, rewarding, security and convenience on the relationship outcome through the customer retention orientation. Results of this research are: 1) only belonging, communication, personalization, rewarding, security and convenience which have the significant direct effects on the customer retention orientation. Also found that customer retention orientation has a significant direct effect on the relationship outcome. It means that five variables mentioned above, have the significant indirect effects on the relationship outcome through the customer retention orientation; 2) customization and differentiation dont have the significant direct effects on the customer retention orientation; so those dont have the indirect effects on the relationship outcome through the customer retention orientation. The possibility of the reason why differentiation doesnt have a significant effect is because this research doesnt classify customers according to saving amount, so customers of this research are regular customers who probably dont perceive the existence of differentiation on attention and special service provided by the bank. Perhaps customers also consider customization as an unimportant thing, but more consider a superior product, a hassle-free process (quick, briefly, simple, convenience) and an interaction with pleasant human resources (warm, polite, skillful, and helpful) as more important things.. Keywords : relationship marketing, customer retention orientatio

Analisis Posisi Persaingan Operator Telepon Seluler Berdasarkan Persepsi Konsumen di Kota Malang

The aim of this research is to discover the operator competition position mobile phone prepayment such as Merk I, Merk II, Merk III, Merk IV and Merk V based on the consumers perception and the influence of emulation position to a mount of customer's in Malang. By using MDS analyze, the result is there are differences position of each operator prepayment based on consumers perception. By using cluster analyze, the result is 3 groups or segmentation that the first group are Merek I, Merek II and Merek III, the second is Merk V and the third is Merk IV The aim of this segmentation is to know the closet competition between mobile phone prepayment operator. Merk II is the close competitor of Merk I and Merk III , while Merk V is the close competitor of Merk IV. By the means of sector attribute sector analyzer, we are able to discover can get the advantage of every prepayment cell phone (mobile phone) operator's attribute. Merk I is chosen because of product attribute and personal traits, Merk II is chosen because of it's distribution attribute, Merk III because of it's process attribute, Merk V because of commercial attribute, while Merk IV because of the price. As we know the advantage of every operator, using the means of regression analysis we can see the influence of a competitor's position to the while customer's number from the 6 attribute, only commercial attribute had the most significant influence to the customer's decision, the result from every group or segment. First segment commercial attribute that had the most influence to the customer's decision, second segment is price attribute and personal traits, third is price attribute that had significant influence to customer's decision

Analisis Kualitas Pelayanan dan Pengaruhnya terhadap Kepuasan Konsumen (Studi pada PT. Kereta Api (Persero) Daop 8 Surabaya)

This research is aimed at identifying the dimension of service qualities, examining them both simultaneously and partially, and also determining the dominant dimensions of service qualities affecting customer satisfaction. This research is replicated from a research done by R.L. Snipes et al. (1996). Purposive is used for determining research object and the sampling techniques is use accidental sampling. Population target is all passengers in Executive Class Train. Research sample has 168 respondents that taken from quistionnaires distribution in the three stations i.e.: Gubeng station, Pasar Turi station and Malang station. And method of data gathering employs a set of questionnaires. The analysis is used Confirmatory Factor Anaysis (CFA) and Exploratory Factor Analysis and continued with multiple linear regression. The result of the research indicates, that : (1) Service quality has 8 dimensions that have affect the customer satisfactions i.e.: image, immediate and clear information, service according to information, time accuracy, physical facilities, service system, additional facilities in the executive class train and reclining/refolving seat (2) Simultaneously, the eighth dimensions which have significance effects to customer satisfactions and partially, there are 4 dimensions have significance effects to customer satisfactions, e.i.: immediate and clear information, time accuracy, physical facilities and additional facilities in the executive class train (3) The dominant dimension is supporting additonal facilities in the executive class during the trip

Analisis Pengaruh Perilaku Konsumen dalam Pengambilan Keputusan Studi Pembelian Rumah Sangat Sederhana Tipe 36 Mealalui Kpr – Btn di Kota Administrasi Jember

This research aimed (1) at examining whether or not there was significant influence of the variables, such as marketing mix, reference group, demography and socioeconomic on the consumer's behavior in deciding to purchase a house; and (2) at examining which variables have more dominant influence on the consumer's decision making. The population of this research consisted of houses type 36 purchasers through the BTN Bank Credit in Jember. The sampling technique used was the purposive proportional area random sampling, whereas the data collecting methods used were questionnaire, interview and documentation. Marketing mix as an independent variable covered: product (X1), price (X2), place (X3), promotion (X4), personal traits (X5), physical evidence (X6) and process (X7). Reference group covered: family (X8), colleagues (X9) and neighbors (X10). Demography and Socio-economic was covered by Family Income (X11). The dependent variable (Y) was the decision making to purchase houses. The data analyses used were firstly, the descriptive analysis to describe the fieldwork data by interpreting the data through tabulation, and secondly, the multiple Linear Regression Statistics to analyze the influence of the independent variables (X1 – X11) both in group and individually on the decision making process to buy the houses. The research results indicated that marketing mix, reference group, and demography and socioeconomic constituted the variables to be considered and believed to influence the consumers' decision-making process to buy the houses. The result of multiple linear regression analysis demonstrated that in a group marketing mix, reference group, demography and socioeconomic significantly affected the consumer's behavior in deciding to buy houses. Individually, the dependent variables (X1-X11) significantly affected the dependent variables (Y), and certainly the product variable (X1) and the family income variable (X11) had dominant influence. Other variables served as the supporting variables