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All Journal JURNAL EMBA : JURNAL RISET EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)
Lapian, S.L.H.V.Joyce
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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COMPARATIVE ANALYSIS OF PERCEIVED PRICE, PERCEIVED QUALITY AND PERCEIVED VALUE BETWEEN MALE AND FEMALE CUSTOMERS OF KFC IN MANADO Bororing, Tirza; Lapian, S.L.H.V.Joyce; Tumiwa, Johan R.
Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi Vol 5, No 3 (2017): JE. VOL 5. NO. 3 (2017) HAL 3416
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (586.126 KB) | DOI: 10.35794/emba.v5i3.17561

Abstract

Abstract: Human need to consume food to get energy in their daily activities. The development of franchise fast food restaurant is now growing rapidly and become very interesting phenomena in the Manado market. One of the fast-food restaurants are growing in Manado is Kentucky Fried Chicken (KFC). The purpose of this research is to analyze the differences between male and female customers of KFC in Manado determined from factors such as Perceived Price, Perceived Quality and Perceived Value. This research conducted by a quantitative method and the sample of this research is 100 respondents of KFC in Manado divided by 50 males and 50 females. By using an Independent Sample t-test, the result shows that there is significant difference between male and female customers in Perceived Price meanwhile there is no significant difference between male and female customers in Perceived Quality and Perceived Value. Based on the results, The Company should be more critical and more pay attention in order to re-structure their pricing strategy to compete with other fast food restaurants and just has to keep maintaining and improving the quality and value of the product/service to attract more new customers and to keep the loyal customers. ­­Keywords: perceived price, perceived quality, perceived value, independent sample t-test
ANALISIS PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (STUDI PADA NOVOTEL MANADO) Rawis, Richard Romario Samuel; Lapian, S.L.H.V.Joyce; Wullur, Magdalena
JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). Vol 7, No 2 (2020): JMBI UNSRAT Volume 7 Nomor 2
Publisher : FEB Universitas Sam Ratulangi Manado

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35794/jmbi.v7i2.30770

Abstract

ABSTRAKPenelitian ini bertujuan untuk mengalisa pengaruh langsung kualitas pelayanan dan citra merek terhadap kepuasan pelanggan dan loyalitas pelanggan maupun pengaruh tidak langsung kualitas pelayanan dan citra merek terhadap loyalitas pelanggan melalui kepuasan pelanggan di Novotel Manado. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 100 responden dengan teknik Analisis Jalur. Hasil penelitian ini menunjukkan 1) Kualitas Pelayanan berpengaruh signifikan terhadap Kepuasan Pelanggan Novotel Manado. 2) Citra Merek berpengaruh signifikan terhadap Kepuasan Pelanggan Novotel Manado. 3) Kualitas Pelayanan tidak berpengaruh signifikan terhadap Loyalitas Pelanggan Novotel Manado. 4) Citra Merek berpengaruh signifikan terhadap Loyalitas Pelanggan Novotel Manado. 5) Kepuasan Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan Novotel Manado. 6) Kualitas Pelayanan berpengaruh signifikan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai variabel intervening. 7) Citra Merek tidak berpengaruh signifikan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai variabel interveningKata Kunci: Kualitas Pelayanan, Citra Merek, Loyalitas Pelanggan, Kepuasan Pelanggan.ABSTRACTThe aims of this study is to analyze the direct influence of service quality and brand image on customer satisfaction and customer loyalty as well as the indirect effect of service quality and brand image on customer loyalty through customer satisfaction at Novotel Manado. The data were collected by distributing questionnaires to 100 respondents using the Path Analysis technique. The results of this study indicate 1) Service Quality has a significant effect on Customer Satisfaction in Novotel Manado. 2) Brand Image has a significant effect on Customer Satisfaction in Novotel Manado. 3) Service Quality has no significant effect on Customer Loyalty in Novotel Manado. 4) Brand Image has a significant effect on Customer Loyalty in Novotel Manado. 5) Customer Satisfaction has a significant effect on Customer Loyalty in Novotel Manado. 6) Service Quality has a significant effect on Customer Loyalty through Customer Satisfaction as an intervening variable. 7) Brand Image has no significant effect on Customer Loyalty through Customer Satisfaction as an intervening variable.Keywords: Service Quality, Brand Image, Customer Loyalty, Customer Satisfaction.
THE AFFECT OF WORK DISCIPLINE AND COMPETENCE ON EMPLOYEE PERFORMANCE (CASE STUDY AT BALAI KESEHATAN MATA MASYARAKAT SULAWESI UTARA) Noel, Flavia Reva; Lapian, S.L.H.V.Joyce; Pandowo, Merinda
Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi Vol 5, No 3 (2017): JE. VOL 5. NO. 3 (2017) HAL 3529
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (662.383 KB) | DOI: 10.35794/emba.v5i3.17613

Abstract

Abstract: Human resource management as a strategic approach to the management of human resources that involves all management decisions and actions that affect the relationship between the organization and employees. Human are the most important resource in an organization’s business success and to support organization’s work. To improve the employee performance in an organization, they should enforce discipline of the employees and competence. This research aimed to analyzed The Affect of Employee Work Discipline and Competence on Employee Performance in Balai Kesehatan Mata Masyarakat Sulawesi Utara. This research was analyzed by using multiple regression analysis. Data collected through questionnaire distribute to 55 respondents and the data was taken by simple random sampling. This research showed that Employee Work Discipline and Competence simultaneously influence Employee Performance, Work Discipline has significant influence on Employee Performance partially and Competence has no significant influence on Employee Performance partially. It is expected the company to pay attention about work discipline in term by supporting the achievement of organization’s work.                                                  Keywords: work discipline,competence, employee performance.
ANALYZING VIRTUAL ATMOSPHERIC OF TOKOPEDIA USING IMPORTANCE-PERFORMANCE ANALYSIS Brenda, Wowor; Lapian, S.L.H.V.Joyce; Pandowo, Merinda
Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi Vol 5, No 3 (2017): JE. VOL 5. NO. 3 (2017) HAL 3416
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (642.765 KB) | DOI: 10.35794/emba.v5i3.17565

Abstract

Abstract: Internet is experiencing explosive growth over these past few year and become a fast-growing business that resulted in online shopping trend. Tokopedia as one of the popular e-commerce in Indonesia provides online selling experience to the sellers and their customer. This research aims to analyze the Virtual Atmospheric of Tokopedia. The type of this research is descriptive with quantitative approach and IPA used as the measurement tool. The sample size of this research is 100 respondents who are the customer of Tokopedia. The sampling method used in this research is purposive sampling by distributing online questionnaire to the customer. The result of the Virtual Atmospheric shows that Percentage of White Space and Font attributes are important to the customers and the company delivered a good performance to the customers, these attributes are located in Quadrant II. Meanwhile, Background Color and Color Scheme attributes are located in Quadrant III with low importance and low performance level. Based on the result of this study, it is wise for web store owner, in this case Tokopedia, to pay more attention for its virtual atmospheric aspect as it has an influence on customer behavior. A better virtual atmospheric performance could lead to customer attraction and increasing sales. ­­Keywords: importance and performance analysis, virtual atmospheric, tokopedia.
ANALYZING THE STORE ATMOSPHERE OF CENTRO DEPARTMENT STORE IN MANADO TOWN SQUARE USING IMPORTANCE - PERFORMANCE ANALYSIS (IPA) Manuahe, Felicia; Lapian, S.L.H.V.Joyce; Tumbuan, Willem A
Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi Vol 5, No 3 (2017): JE. VOL 5. NO. 3 (2017) HAL 3416
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (557.791 KB) | DOI: 10.35794/emba.v5i3.17569

Abstract

Abstract: The competition of retail stores in Indonesia requires the company to survive and compete in this business market. One of the strategies that can be undertaken by the company is to build a good store atmosphere of the store. The aim of this research is to analyzing the store atmosphere of Centro department store in Manado measured by cleanliness, music, scent, temperature, lighting, color, and display/layout. This research is quantitative type of research and use primary data obtained through questionnaire from 100 respondents as customers who have visited Centro Department Store more than twice, the sampling method is convenience sampling, and Importance – Performance Analysis as a measurement tool. The result of this research found display/layout is located in quadrant I, cleanliness, temperature, and lighting are located in quadrant II, music, scent, and color are located in quadrant III. Based on the result of this research, Centro Department Store to pay more attention for its store atmosphere aspect as it has an influence to the customer. A store atmosphere performance could lead to customer attraction and increasing sales. Keywords: store atmosphere importance and performance analysis, centro department store
Co-Authors Bororing, Tirza Brenda, Wowor Johan R. Tumiwa, Johan R. Magdalena Wullur Manuahe, Felicia Merinda H. Ch. Pandowo Noel, Flavia Reva Rawis, Richard Romario Samuel Tumbuan, Willem A