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ANALISIS KUALITAS PELAYANAN, SERTA PENGARUHNYA TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Survei Pada Pengunjung SnowBay Waterpark TMII) Kresnamurti R. P., Agung; Sinambela, Dian Siskawati
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 2 No. 2 (2011): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

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The purpose of this research are to clearly describe about service quality, customer satisfaction, and customer loyalty of SnowBay Waterpark TMII. This research used descriptive and explanatory method. Unit analysist of this research is the visitors of SnowBay Waterpark TMII that have ever visit SnowBay before and are in the age or above 17th years old. Total sampel of this research are 200 respondences. The analysis tools that are used in this research are SPSS 16.0 and SEM 8.7. The result of the descriptive analysis in this research shows: (1) tangibles become the most contribute dimension toward service quality; (2) attributes related to purchases become the most contribute dimension toward customer satisfaction; (3) advocate become the most contribute dimension toward customer loyalty. The result of hypothesis testing are: (a) service quality has positive and significant effect toward customer satisfaction, with t-value 10.76 or t-value > 2; (b) service quality does not has significant effect toward customer loyalty, with t-value 0.15 or t-value < 2; (c) customer loyalty has positive and significant effect toward customer loyalty, with t-value 5.39 or t-value > 2. Keywords: Service Quality, Customer Loyalty, Customer Satisfaction, SnowBay Waterpark TMII.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (SURVEI TERHADAP PENGGUNA LAPTOP MEREK TOSHIBA DAN PENGGUNA LAPTOP MEREK ACER) Rizan, Mohammad; Prasetya, Rheza; Kresnamurti R. P., Agung
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 5 No. 1 (2014): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

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The purpose of this research are: to know the description of product quality, service quality, and customer satisfaction of Toshiba Notebook Users and Acer Notebook Users, test empirically the influence of product quality toward customer satisfaction of Toshiba notebook users and Acer notebook users, test empirically the influence of service quality toward customer satisfaction of Toshiba notebook users and Acer notebook users, test empirically the influence of product quality and service quality toward customer satisfaction of Toshiba notebook users and Acer notebook users. Object of the research consist of Toshiba notebook users who has came to service center Toshiba and Acer notebook users who has came to service center Acer.The result of descriptive test shows that product quality and service quality Toshiba and Acer still less so that customer satisfaction also less. The hypothesis test shows: there is significant influence from product quality toward customer satisfaction; there is significant influence from service quality toward customer satisfaction; there is significant influence from product quality and service quality toward customer satisfaction. Keywords: product quality, service quality, customer satisfaction

PENGARUH ATRIBUT PRODUK DAN VARIETY SEEKING TERHADAP KEPUTUSAN PERPINDAHAN MEREK HANDPHONE NOKIA KE SMARTPHONE SAMSUNG (Survei pada outlet Okeshop ITC Roxy Mas, Jakarta Pusat) Wibowo, Setyo Ferry; Kurnaen, Teguh; Kresnamurti R. P., Agung
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 5 No. 1 (2014): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

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The purpose of the research are: to know the description of product attributes, variety seeking, and brand switching decision of handphone Nokia to Samsung Smartphone, test empirically the influence of product attributes toward brand switching decision of handphone Nokia to Samsung smartphone, test empirically the influence of variety seeking toward brand switching decision of handphone Nokia to Samsung smartphone, test empirically the influence of product attributes and variety seeking toward brand switching decision of handphone Nokia to Samsung smartphone. This is a quantitative research, descriptive and causal design, collecting data by survey method. Population of this research is visitors of Outlet Okeshop ITC Roxy mas, Central Jakarta who use Samsung smartphone and had use handphone Nokia before. Analysis of the research was conducted using SPSS. The results of the t test shows the product attributes and brand switching significantly influence the significance value, and variety seeking toward brand switching are also significantly influence. The results of F test simultaneously indicates product attributes and variety seeking influencing significantly to brand switching. And the result of determination analysis in this research shows the variation of variables product attributes and variety seeking could explained brand switching together. While the remainingare explained by other variables that are not included in this research model. Keywords: product attributes, variety seeking, brand switching

PENGARUH EXPERIENTIAL MARKETING DANPERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN DHL DI CABANG PANCORAN Wibowo, Setyo Ferry; Febriawan, Reza; Kresnamurti R. P., Agung
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 5 No. 1 (2014): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

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Tujuan penelitian ini adalah 1) untuk mengetahui deskriptif experiential marketing, persepsi harga dan loyalitas pelanggan DHL pada service point Pancoran. 2) untuk mengetahui pengaruh experiential marketing pada loyalitas pelanggan DHL. 3) untuk mengetahui pengaruh persepsi harga terhadap loyalitas pelanggan DHL. 4) untuk mengetahui pengaruh experiential marketing dan persepsi harga secara bersama-sama terhadap loyalitas pelanggan DHL. Populasi dari penelitian ini adalah pelanggan DHL selama satu tahun. Total sampel 211 responden, menggunakan non probability sampling method. Teknik pengambilan sampel dengan menggunakan convenience sampling. Metode penelitian ini adalah konklusif. Hasil dari uji t pada pengaruh experiential marketing terhadap loyalitas pelanggan dikatakan berpengaruh signifikan yaitu X1 ke Y (0.000), dan persepsi harga terhadap loyalitas pelanggan juga berpengaruh signifikan yaitu X2 ke Y (0.000) yang mana keduanya tidak lebih besar dari 0.05. hasil dari uji f experiential marketing dan persepsi harga terhadap loyalitas pelanggan (0.000). dan hasil uji determinasi pada experiential marketing, persepsi harga terhadap loyalitas pelanggan yaitu sebesar 28.7%. Keywords: experiential marketing, persepsi harga, loyalitas pelanggan

PENGARUH PENGETAHUAN MEREK, PERSEPSI KUALITAS DAN INOVASI KONSUMEN TERHADAP SIKAP PADA PERLUASAN MEREK DETTOL DAN LIFEBUOY DI TIP TOP RAWAMANGUN Rizan, Mohammad; Fitri, Wita Nuranindya; Kresnamurti R. P., Agung
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 5 No. 2 (2014): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

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The purpose of the research areto describe brand knowledge, perceived quality and consumer innovativeness toward brand extension attitude, to test the influence of brand knowledge toward brand extension attitude, to test the influence of perceived quality toward brand extension attitude, to test the influence of consumer innovativeness toward brand extension attitude, to test the influence of brand knowledge, perceived quality and consumer innovativeness toward brand extension attitude simultaneously. The methods of research are descriptive and causal, with regression analysis and testing with SPSS software.The sample of the research isTip Top Rawamangunâ€™s customers who use Dettol but had been used Lifebuoy Previously. The results of the t test shows brand knowledge significantly influence brand extension attitude on Dettol and Lifebuoy. Perceived quality significantly influence brand extension attitude on Dettol and Lifebuoy. Consumer innovativeness significantly influence brand extension attitude on Dettol and Lifebuoy. The results of F test forDettol and Lifebuoy indicates brand knowledge, perceived quality and consumer innovativeness simultanously influence brand extension attitude. Keywords: brand knowledge, perceived quality, consumer innovativeness, brand extension attitude

PENGARUH PERSEPSI KUALITAS PELAYANAN DAN PERSEPSI NILAI TERHADAP KEPUASAN PELANGGAN (SURVEI PADA INDOMARET PALMERAH) Wibowo, Setyo Ferry; Sarih, Iin Pusfita; Kresnamurti R. P., Agung
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 5 No. 2 (2014): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

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The purpose of this researchareto determine the description / overview of the perception of service quality, perceived value and customer satisfaction at Indomaret Palmerah, to examine empirically the effect of perceptions of service quality on customer satisfaction Indomaret, to examine empirically the effect of the perception of the value of the Indomaret customer satisfaction, to empirically test the influence of perceptions of service quality and perceived value together towards customer satisfaction Indomeret. The research object Indomaret customers western Jakarta branch palmerah shopping more than once a month in the period from May 2013 to January 2014. Analysis of data using SPSS software. Hypothesis testing results showed positive significant effect on the perception of service quality on customer satisfaction, the existence of a significant positive influence of perceived value on customer satisfaction, a positive significant effect on the perception of service quality and perceived value to the customer's customer satisfaction Keywords: perception of service quality, perceived value, customer satisfaction

INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA Rizan, Mohammad; Fadillah, Erwin; Kresnamurti R. P., Agung
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 6 No. 2 (2015): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling) LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty. Keywords: service quality, fare, customer satisfaction, customer loyalty, transportation

THE INFLUENCE OF DESTINATION IMAGE AND TOURIST SATISFACTION TOWARD REVISIT INTENTION OF SETU BABAKAN BETAWI CULTURAL VILLAGE Wibowo, Setyo Ferry; Sazali, Adnan; Kresnamurti R. P., Agung
JRMSI - Jurnal Riset Manajemen Sains Indonesia Vol. 7 No. 1 (2016): Jurnal Riset Manajemen Sains Indonesia
Publisher : Fakultas Ekonomi, Universitas Negeri Jakarta

The purpose of this research are: 1) To find out the description of destination image, tourist satisfaction, and revisit intention of Betawi cultural village Setu Babakan, 2) test empirically the influence of destination image toward revisit intention of Betawi cultural village Setu Babakan, 3) test empirically the influence of tourist satisfaction toward revisit intention of Betawi cultural village Setu Babakan, 4) test empirically the influence of destination image toward revisit intention of Betawi cultural village Setu Babakan. The object of this research was 200 respondents who have ever visit to Betawi cultural village Setu Babakan at one time. The results of descriptive test explained that the destination image provided is good according to the tourist, so that the tourist is satisfied and want to revisit intention of Betawi cultural village Setu Babakan. The hypothesis test shows: 1) the influence of destination image toward revisit intention by -30%, 2) the influence of tourist satisfaction toward revisit intention by 118%, 3) the influence of destination image toward tourist satisfaction by 92%. Keywords: destination image, tourist satisfaction, revisit intention, Setu Babakan Betawi cultural village

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