PENGARUH KESADARAN MEREK, CITRA MEREK, DAN PERSEPSI KUALITAS TERHADAP EKUITAS MEREK BANK BCA SYARIAH INDONESIA

Andrianto Prasetya Nugroho, 2015; The Influence of Brand Image, Perceived Quality, and Brand Awareness Toward Brand Equity of Bank BCA Syariah Indonesia. Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo SE, M.Si & Usep Suhud, M.Si, Ph.D The purpose of this research is: to test empirically: 1) influence of brand awareness to bran equity of Bank BCA Syariah Indonesia, 2) influence of brand image to brand equity of Bank BCA Syariah Indonesia, and 3) influence perception of quality to brand equity of Bank BCA Syariah Indonesia. The object of this study is 210 respondents who become customers of Bank BCA Indonesia more than one month. Descriptive test results explain that brand image, perceived quality, and brand awareness are very influential on the brand equity of Bank BCA Syariah. The results of hypothesis testing showed: 1) brand image has positive effect on brand equity, 2) quality perception have the positive effect of branding equity, 3) Brand awareness affect to brand equity. Keywords: brand image, quality perception, brand awareness, brand equity, sharia ban

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI MEDIASI KEPUASAN PELANGGAN PADA MASKAPAI PENERBANGAN AIR ASIA INDONESIA

Tujuan dari penelitian ini adalah: 1) Untuk mengetahui deskripsi dari kualitas pelayanan, kepuasan pelanggan, dan loyalitas pelanggan maskapai penerbangan Air Asia Indonesia, 2) untuk menguji secara empiris pengaruh kualitas pelayanan terhadap loyalitas pelanggan maskapai penerbangan Air Asia Indonesia, 3) untuk menguji secara empiris pengaruh kualitas pelayanan terhadap kepuasan pelanggan maskapai penerbangan Air Asia Indonesia, 4) untuk menguji secara empiris pengaruh kepuasan pelanggan terhadap loyalitas pelanggan maskapai penerbangan Air Asia Indonesia, 5) untuk menguji secara empiris pengaruh kualitas pelayanan terhadap loyalitas pelanggan melalui mediasi kepuasan pelanggan maskapai penerbangan Air Asia Indonesia. Objek penelitian ini ialah 200 responden yang sudah pernah menggunakan pelayanan Air Asia Indonesia minimal sebanyak tiga kali dalam tiga tahun terakhir. Hasil pengujian deskriptif menjelaskan bahwa kualitas pelayanan yang diberikan sudah baik menurut pelanggan, sehingga pelanggan puas dan cenderung loyal kepada Air Asia Indonesia. Hasil pengujian hipotesis menunjukkan: 1) kualitas pelayanan berpengaruh terhadap loyalitas pelanggan sebesar 54%, 2) kualitas pelayanan berpengaruh terhadap kepuasan pelanggan sebesar 35%, 3) kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan sebesar 66%, 4) kualitas pelayanan berpengaruh terhadap loyalitas pelanggan melalui mediasi kepuasan pelanggan sebesar 23%

Odrednice namjere ponovne kupovine i namjere prebacivanja: analiza platformi online putničkih agenata, smještaja (u vlasništvu) ravnopravnih korisnika (eng. Peer-to-peer accommodation) te virtualnih hotelskih operatora

Purpose – The aim of this research is to analyze the relationship between satisfaction, trust, repurchase intention, and switching intention in online-booking hotel platforms. Design/methodology/approach – The research involved 600 respondents who have ever used an online-booking hotel platform in all stages of the transaction process (from the start until the end of service). The purposive sampling method was used, and the dana were analyzed by using structural equation modeling (LISREL). Findings and implications – The results show similarities in positive relationship between variables in the three types of platform. Those were experience-based satisfaction and disposition to trust, experience-based satisfaction and institution-based trust, transaction-based satisfaction and experience-based satisfaction, transaction-based satisfaction and institution-based trust, transaction-based satisfaction and repurchase intention, and institution-based trust and disposition to trust. The implication is that industry professionals operating online travel agent platforms should not neglect transaction-based satisfaction as it has significant effects on switching intention, repurchase intention, and institution-based trust. Limitation – Respondents in this study only included Indonesian residents, booking with companies in Indonesia. The findings in this study cannot represent conditions around the world. Originality – Most studies on hospitality and tourism only explore one online booking platform as their object although different platforms can provide different findings. This paper contributes to the existing literature by dividing online booking platforms into three types: online travel agency, peer-to-peer accommodation, and virtual hotel operator.Svrha – Cilj je istraživanja analizirati odnos između zadovoljstva, povjerenja, namjere ponovne kupovine i namjere prebacivanja na platformama za rezervaciju smještaja putem interneta. Metodološki pristup – Istraživanjem je obuhvaćeno 600 ispitanika koji su koristili uslugu platforme za rezervaciju smještaja putem interneta u svim fazama transakcijskog procesa (od početka do kraja usluge). Korišten je namjerni uzorak, a podaci su analizirani pomoću modeliranja strukturnih jednadžbi (LISREL). Rezultati i implikacije – Rezultati pokazuju da postoje sličnosti u pozitivnom odnosu između varijabli na trima vrstama platformi. To su odnosi: zadovoljstvo zasnovano na iskustvu i sklonost povjerenju; zadovoljstvo zasnovano na iskustvu i povjerenje prema instituciji; zadovoljstvo zasnovano na transakciji i zadovoljstvo zasnovano na iskustvu; zadovoljstvo zasnovano na transakciji i povjerenje prema instituciji, zadovoljstvo zasnovano na transakciji i namjera ponovne kupovine te, kao posljednje, povjerenje prema instituciji i sklonost povjerenju. Implikacija za profesionalce u industriji online putničkih agenata jest da ne bi trebali zanemariti zadovoljstvo zasnovano na transakciji jer ono ima značajne učinke na namjeru prebacivanja, namjeru ponovne kupnje te na povjerenje vezano uz instituciju. Ograničenja – U Istraživanje su uključeni samo ispitanici i poduzeća iz Indonezije. Nalazi istraživanja se ne mogu generalizirati na svjetskoj razini. Doprinos – U većini istraživanja o ugostiteljstvu i turizmu objekt istraživanja je samo jedna platforma za rezervacije putem interneta. Međutim različite platforme mogu pružiti i različite rezultate. Ovaj rad doprinosi postojećoj literaturi dijeljenjem platformi za online rezervaciju smještaja na tri vrste: online putnička agencija, smještaj (u vlasništvu) ravnopravnih korisnika (engl. peer-to-peer accommodation) te virtualni hotelski operator