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PENGARUH STRATEGI PEMILIHAN PELAYANAN TERHADAP KEPERCAYAAN DAN KEPUASAN PELANGGAN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 9
, No 2
(2018)
Despite having been widely studied in traditional services, the effectof service recovery (SFR) on customer loyalty has received only limitedattention. This paper sets out to empirically test the following set ofhypotheses in an flight service. The paper is based on The paper is basedon online survey of actual customers of a flight service. This articleargues that perceptions of justice (distributive, procedural, andinteractional justice) in service recovery influence customer trust &satisfa...
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ANALISIS PENGARUH PERSEPSI ATAS ORIENTASI PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP ORIENTASI PELAYANAN STRATEGIK DAN DAMPAKNYA PADA KEPUASAN PELANGGAN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 6
, No 2
(2018)
This research analyzes the effect of perception on customer orientationand perception on company reputation on perception of strategic serviceorientation and its impact on customer satisfaction. The research problem isbased on 2 (two) issues: first is research gap based on previous researchbackground for example, referring to the borders and direction of researchwill come on and inconsistent with previous findings such as in Homburg etal., ( 2002); Chenet et al., (2000); Pelham, (1997); Doney an...
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FAKTOR YANG MEMPENGARUHI KEPUASAN COMPLAINT HANDLING TERHADAP LOYALITAS KONSUMEN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 6
, No 1
(2018)
Academics as well as managers have long been interested in the roleof satisfaction with complaint handling (SATCOM) in shapingcustomers’ attitudes and repurchasing decisions. This interest hasgenerated a widespread belief that SATCOM is driven by the perceptionthat the complaint handling process is just. To test how SATCOM ismodulated by distributive, interactional, or procedural justice, weperformed a meta-analysis of 60 independent studies of the antecedentsand consequences of SATCOM. Result...
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PENGARUH KREDIBILITAS CELEBRITY ENDORSER TERHADAP MINAT BELI KONSUMEN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 4
, No 1
(2018)
The purpose of this study is to test whether the source credibility affectsbuying intention. The influence that endorser credibility dimensions (i.e.attractiveness, trustworthiness and expertise) have on purchase intentions of100 young consumers has been examined. The results showed that all of thethree credibility dimensions have a positive relationship with purchaseintention.
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STUDI PENGELOLAAN AKTIVITAS TENAGA PENJUALAN SEBAGAI USAHA PENINGKATAN KINERJA TENAGA PENJUALAN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 8
, No 2
(2017)
The study aims to find the proper management of sales force activitiesas an effort to improve the performance of salespeople. The proposed researchproblem refers to the research gap of previous research. The formulation of theproblem in this research is how to improve the performance of sales force so thatsales performance can reach the target. Furthermore, to answer the problemdeveloped a modeling and five hypotheses have been formulated in this study.The sampling technique used is the census m...
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ANALISIS PENGARUH PROMOSI, HARGA, DAN ATRIBUT PRODUK TERHADAP PERPINDAHAN MEREK (BRAND SWITCHING) KARTU SELULER
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 8
, No 1
(2017)
Brand Switching is the time when a customer or a group of customerchange their loyalty from one brand of product to another. Population of thisresearch is SIM Card User in Totalwin Semarang. Sixty eight are chosen assample are fixed as purposive sampling. Data are analyzed using SPSSprogram. Data are collected with questionnaires.From the research we canconclude that validity test and reliability test all questioner are fulfill therequirement. Result and theoretical implication of this research...
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ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUH LOYALITAS PELANGGAN DAN DAMPAKNYA TERHADAP KEUNGGULAN BERSAING
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 7
, No 2
(2016)
In this research, the research model is proposed to analyze thecompetitive advantage through customer loyalty of BRITAMA BRI Branchof Kendal customers by testing the hypothesized factors influencing: brandreputation, customer satisfaction, and service quality. This study used asample of 105 customers BRITAMA BRI Kendal Branch. The data analysistool used is Structural Equation Modeling (SEM) in AMOS 4.01 program.The result of data analysis shows that the research model has good of fit andall rese...
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ANALISIS ORIENTASI POLA BEKERJA CERDAS BERDASARKAN FAKTOR-FAKTOR YANG MEMPENGARUHI KEAHLIAN TENAGA PENJUALAN DALAM AKTIVITAS PENJUALAN DAN DAMPAKNYA TERHADAP KINERJA TENAGA PENJUALAN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 7
, No 1
(2016)
This study analyzes the orientation analysis of intelligent working patternsbased on factors affecting salesperson expertise in sales activities and their impact on salesforce performance. Sampling technique is purposive (purposive sampling) method.Respondents from this study amounted to 105 respondents, where respondents were thesalespeople at Pharmaceutical Large Traders in Semarang. The data analysis tool usedis Structural Equation Modeling (SEM) in AMOS 4.01 program.The results of this resea...
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PENGARUH PENGELOLAAN MASALAH PELANGGAN, EDUKASI PELANGGAN DAN PARTISIPASI PELANGGAN TERHADAP LOYALITAS PELANGGAN
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 4
, No 2
(2013)
This research analyses the influence of customer participation,customer problem management, and educational customer to customerloyalty. Technique of sampling applied is accidental sampling method.The responders in this research are 121 responders, and all responderare customers of Vitalac. Tool of data analysis’s used is usingcomputer program of SPSS.The result of data analysis shows that the model developed and theresearch result can be accepted. Hereinafter, the result proves thatthere is p...
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ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI STANDARDISASI MUTU PRODUK UNTUK MENINGKATKAN KEUNGGULAN PRODUK
Jurnal Ilmu Manajemen dan Akuntansi Terapan
Vol 5
, No 1
(2013)
This study aims to analyze the factors that affect the standardization ofproduct quality to improve product superiority. Standardization of product qualityevolved into an important discourse when the study of Zineldin, (2000); Zou andCavusgil, (2002) Leonidou (1996) still can not explain the key to successful productexcellence. Therefore the formulation of this research problem is to analyze the factorsthat affect the standardization of product and develop product standardization model toimprove...
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