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Surya, Djasuro
Universitas Sultan Ageng Tirtayasa
Economics, Econometrics & Finance Social Sciences

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ANALISIS KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (Studi Empirik Nasabah Tabungan Tandamata Bank BJB Cabang Serang) Apriyanti, Putri; Surya, Djasuro; Lutfi, Lutfi
Jurnal Riset Bisnis dan Manajemen Tirtayasa Vol 1, No 2 (2017)
Publisher : Faculty of Economics and Business - Universitas Sultan Ageng Tirtaysa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48181/jrbmt.v1i2.3150

Abstract

The study was conducted by taking samples using Nonprobability Sampling Technique. Samples from 100 BJB Bank Serang branch customers by providing questionnaires consisting of questions and statements. Respondents' answers to questions and statements were analyzed qualitatively and quantitatively, and the answers were analyzed by analytical technique method using SmartPLS version 2.0.m3. The result of analysis shows that the direct influence of service quality to customer loyalty is positive and significant. and the direct influence of corporate image on customer loyalty that is positive and non significant to customer loyalty. then the quality of service to customer satisfaction positive and significant. corporate image to positive and significant customer satisfaction. and customer satisfaction to customer loyalty that is positive and significant.
ANALISIS PENGARUH INOVASI PRODUK, INOVASI LAYANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH Antanegoro, RM Yordan; Sanusi, Fauzi; Surya, Djasuro
Jurnal Riset Bisnis dan Manajemen Tirtayasa Vol 1, No 2 (2017)
Publisher : Faculty of Economics and Business - Universitas Sultan Ageng Tirtaysa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48181/jrbmt.v1i2.3152

Abstract

This study aims to determine the influence of product innovation, service innovation and service quality to satisfaction and loyalty KKB BCA customer in Cilegon Branch. Using the explanatory survey, data were collected through questionnaires distributed to 135 respondents. Data were analyzed using descriptive statistical analysis and Structural Equation Model (SEM) testing through SmartPLS program version 2.0.3. From the data obtained, the result (1) Product innovation has a significant positive effect on customer satisfaction with value 31.6%; (2) Service innovation has a significant positive effect on customer satisfaction with value 54.7%; (3) The service quality has a significant positive effect on customer satisfaction with value 20.5%; (4) Product innovation has a significant positive effect on customer loyalty with value 78,1%; (5) Service quality does not affect customer loyalty with value 3,9%; (6) Customer satisfaction has a significant positive effect on customer loyalty with value 18,8%.
PENGARUH BRAND EXTENSION DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN ENDURO MATIC-G MELALUI CITRA MEREK (Survey Pada Konsumen Pengguna Enduro Matic-G di Kota Serang) Sulaiman, Agus; Surya, Djasuro; Kamsin, Daenulhay
Jurnal Riset Bisnis dan Manajemen Tirtayasa Vol 2, No 1 (2018)
Publisher : Faculty of Economics and Business - Universitas Sultan Ageng Tirtaysa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48181/jrbmt.v2i1.3833

Abstract

New product marketing through brand extension strategies that are supported by product quality which said to be successful if the extension products are acceptable and make better consumer decisions. This study aims to determine the direct or indirect influence of brand extension and product quality on customer purchasing decisions through brand image Enduro Matic G. Research using survey method conducted on 110 customers Enduro Matic G in Serang City. Data analysis using Structural Equation Model of Partial Least Square (SEM PLS) with the result of research obtained 1) brand extension have a positive and significant effect on purchasing decision; 2) product quality has a positive and significant effect on purchasing decision; 3) brand extension has no effect on brand image; 4) product quality has a positive and significant effect on brand image and 5) brand image has no effect on customer purchasing decision of Enduro Matic-G. Brand extensions and good product quality are proven to make better customer purchasing decisions, but can not make the Enduro Matic G brand image better in the eyes of its customers.
Co-Authors Antanegoro, RM Yordan Apriyanti, Putri Jayawarsa, A.A. Ketut Kamsin, Daenulhay Sanusi, Fauzi Sulaiman, Agus