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All Journal Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Dinasti International Journal of Management Science
Sembiring, Ulung
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

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Pengaruh kredibilitas merek terhadap word of mouth melalui customer satisfaction dan service quality Sherly, Sherly; Fransisca, Yuniati; Sembiring, Ulung; Ahmaddien, Iskandar
Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Vol. 4 No. 11 (2022): Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Publisher : Departement Of Accounting, Indonesian Cooperative Institute, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (252.036 KB) | DOI: 10.32670/fairvalue.v4i11.1784

Abstract

The development of the retail business has become very competitive due to offline and online competition. Business owners must provide the best service to customers because the dynamic behavior of customers allows them to try other brands if their needs are not met. Because the number of competitors continues to increase, companies must have good positioning and credibility to retain their customers and provide positive word of mouth. The purpose of this line research is to find out the effect of brand credibility on word of mouth through customer satisfaction and service quality as intervening variables at Carrefour Retail. The sampling technique used in this research is non-probability purposive sampling. While the analysis technique uses Partial Least Square (PLS)-Structural Equation Modeling (SEM). Respondents were taken from 230 Carrefour customers in Yogyakarta with certain characteristics. The results show that customer satisfaction and service quality are intervening variables between brand credibility and word of mouth; there is an effect of brand credibility on customer satisfaction and service quality; there is an effect of customer satisfaction and service quality on word of mouth; and there is an effect of customer satisfaction and quality on customer satisfaction. Service to Word of Mouth The influence of customer satisfaction on service quality.
BUILD CUSTOMER LOYALTY HU NEWSPAPER COMPASS Sembiring, Ulung
Dinasti International Journal of Management Science Vol. 1 No. 3 (2020): Dinasti International Journal of Management Science (January - February 2020)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijms.v1i3.170

Abstract

Companies engaged in the industry of Newspapers in Jakarta faced the problems to maintain and increase customer loyalty. In strategic marketing, failure to maintain and increase customer loyalty greatly interfere with the performance of the company. This is reasonable because customer loyalty is an important component of corporate performance. If this happens then the company will have difficulties in maintaining and developing the internal resources and advantages. Companies that are not able to maintain and develop the internal resources and advantages are threatened with bankruptcy because it will have implications on revenue. The purpose of this study was to determine the customer relations HU Compass, Compass HU determine product attributes, relations determine the effect of customer and product attributes on customer value HU Compass, relations determine the effect of customer and product attributes on customer loyalty HU Compass. determine the effect of customer value on customer loyalty HU Compass. The method used is descriptive and survey method explanatory survey with a sample size of 70 customers HU Compass in South Jakarta as the unit of analysis.
Co-Authors Ahmaddien, Iskandar Fransisca, Yuniati sherly sherly