Garuda - Garba Rujukan Digital

ANALISIS DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS MANDIRI RAWAT JALAN PADA RUMAH SAKIT BINA KASIH MEDAN Sagala, Roslinda; Marbun, Gembira
Jurnal Manajemen dan Bisnis Volume 22 No. 2 Tahun 2022
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/jmb.v22i2.2149

The purpose of this study was to analyze the effect of service quality consisting of reliability, responsiveness, assurance, tangible, partial and simultaneous empathy on inpatient satisfaction at Bina Kasih General Hospital Medan. . The population of all BPJS Mandiri patients hospitalized at Bina Kasih Hospital, Medan. The sample is 96 respondents, the data collection method is through questionnaires and documentation, the analysis method is multiple regression. The regression equation: KP = 2.641 + 0.305K + 0.108Kt + 0.103Ky + 0.203B + 0.131E means that reliability, responsiveness, confidence, tangibles and empathy have a positive effect on patient satisfaction and the reliability dimension has a greater influence on inpatient satisfaction compared to other variables. The results of the F test indicate that reliability, responsiveness, confidence, tangibles and empathy have a simultaneous and significant effect on patient satisfaction, so H0 is rejected and H1 is accepted. The results of the t-test showed that reliability, responsiveness, confidence, tangibles and empathy had a partial and significant effect on patient satisfaction, so H0 was rejected and H1 was accepted. The value of the determinant coefficient (R Square) is 0.514, meaning that inpatient satisfaction can be explained by the dimensions of service quality (reliability, responsiveness, confidence, tangibles and empathy) of 51.4% while another 48.6% is explained by other unexplained factors. in this research such as security, promotion and communication. The Bina Kasih Hospital Medan should improve the quality of service regarding the variables of responsiveness, confidence/guarantee, tangible and empathy.

PENGARUH AIRLINES TANGIBLES, TERMINAL TANGIBLES, PERSONNEL QUALITY, EMPATHY DAN AIRLINE IMAGE TERHADAP CUSTOMER SATISFACTION: (Studi Pada Penumpang Garuda Indonesia) Sagala, Roslinda; Sinaga, Ria Veronica
Jurnal Manajemen dan Bisnis Volume 23 No. 1 Tahun 2023
Publisher : UNIKA Santo Thomas

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The purpose of this study was to analyze the influence of Airlines Tangibles, Terminal Tangibles, Personnel Quality, Empathy, and Airline Image partially and simultaneously on Customer Satisfaction of Garuda Indonesia Aircraft users. The number of samples was 96 respondents with primary and secondary data collection techniques, linear regression analysis techniques. double. The results showed that respondents' responses to the Airlines Tangibles variable were more dominant in stating that Airlines Tangibles (Relating to the interior of the aircraft used by airlines) owned by Garuda aircraft was very good, more dominantly stating that Terminal Tangibles (Relating to facilities and infrastructure at the airport) which owned by the airport is good, the Personnel Quality variable is more dominant stating that Personnel Quality (relating to the quality of flight attendant service on the plane) is good, the Empathy variable is more dominant stating that Empathy (relating to sincere and individual attention from flight attendants to passengers) is good, Airline Image variable is more dominant stating that Airline Image (relating to customer or consumer perceptions of the brand or company service as a whole) is good, the Customer Satisfaction variable is more dominant stating that Cu Customer Satisfaction (Related to a person's feelings after he compares (evaluates) between expectations and the results (performance) he feels after he buys or uses a product or service) is satisfactory. The Garuda Indonesia airline needs to know consumer expectations regarding airline tangibles in order to increase customer satisfaction. It is also necessary to pay attention to the condition of the facilities and infrastructure available from the airport side. This is related to the availability of executive lounges at the airport which can provide comfort to passengers while waiting for departure. To increase customer satisfaction, Garuda Indonesia needs to know what expectations consumers have regarding terminal tangibles so as to increase customer satisfaction. To increase customer satisfaction, Garuda Indonesia needs to know what expectations consumers have regarding personnel quality, Empathy and Airline Image so as to increase customer satisfaction.

PENGARUH DIRECT MARKETING DAN KUALITASPRODUK TERHADAP KEPUTUSAN PEMBELIAN DENGAN VARIABEL INTERVENING KEPUASAN KONSUMEN PADA LIVE STREAMING MARKETING TIKTOK: (Studi Kasus : Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Katolik Santo Thomas) Simanihuruk, Peran; Sidabutar, Ruth Natalia D. Roitona; Tamba, Darwis; Tarigan, Immanuael; Sagala, Roslinda
Jurnal Manajemen dan Bisnis Volume 23 No. 2 Tahun 2023
Publisher : UNIKA Santo Thomas

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This study aims to analyze the effect of direct marketing and product quality on purchasing decisions with the intervening variable of consumer satisfaction in live streaming marketing on Tiktok. The population is all students of the Faculty of Economics and Business, Catholic University of Santo Thomas Medan. The research sample was 96 students. Data collection techniques, questionnaires and documentation, data analysis techniques, path analysis, to prove the hypothesis used the t test and F test while to see the closeness of the relationship seen from the correlation coefficient and to find out how much the independent variable can explain the dependent variable seen from the coefficient of determination. The results of the path analysis equation Y = 0.372X1 + 0.538X2 means that direct marketing and product quality have a positive and significant effect on purchasing decisions. The path analysis equation for the influence of direct marketing and product quality on consumer satisfaction Z = 0.243X1+0.586X2 means that direct marketing and product quality have a positive and significant effect on customer satisfaction. The path analysis equation for the influence of direct marketing and product quality on purchasing decisions through customer satisfaction shows Z = 0.076X1+ 0.345X2 + 0.447Y, meaning that the direct marketing variable and product quality have a positive and significant effect on purchasing decisions through customer satisfaction. With the F test, direct marketing, product quality has a positive effect on purchasing decisions through consumer satisfaction on live tiktok (Fcount 56.850 > Ftable 2.70). Partially, it shows that direct marketing variables have a positive and significant effect on purchasing decisions on Tiktok Live where tcount is 4.882 > ttable 1.66140, product quality variables have a positive and significant effect on purchasing decisions on Tiktok Live where tcount is 7.062 > ttable 1.66140, direct marketing variables have an effect positive and significant to consumer satisfaction on tiktok live where tcount 2.764 > ttable 1.66140, product quality variables have a positive and significant effect on consumer satisfaction on tiktok live where tcount 6.679 > ttable 1.66140. The purchase decision variable has a positive and significant impact on consumer satisfaction on live tiktok where tcount is 4.043 > ttable 1.66159. The coefficient of determination (R²) is 0.650, meaning that consumer satisfaction can be explained by direct marketing, product quality and purchasing decisions by 65.0%, while 35% is explained by other factors not explained in this study.

PENGARUH KEPERCAYAAN MEREK TERHADAP KEPUTUSAN PEMBELIAN PAKET DATA TELKOMSEL PADA MASYARAKAT KELURAHAN BABURA SUNGGAL KECAMATAN MEDAN SUNGGAL MEDAN Sagala, Roslinda; Sitanggang, Darna; Sitompul, Pandapotan
Jurnal Manajemen dan Bisnis Volume 24 No. 1 Tahun 2024
Publisher : UNIKA Santo Thomas

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This research aims to explore the impact of variables such as brand predictability, brand preference, brand competence, brand reputation, and company trust on purchasing decisions. The research sample involves 96 respondents, and data collection utilizes questionnaires and interviews, with data analysis employing multiple linear regression techniques. The study results reveal that the variables of brand predictability (Pm), brand preference (Kpm), brand competence (Km), brand reputation (Rm), and company trust (Kp) positively influence purchasing decisions. Both the F-test and t-test indicate that each variable has a positive and significant impact, both partially and simultaneously, on purchasing decisions. The correlation coefficient (r) of 0.688 suggests a strong relationship among brand predictability, brand preference, brand competence, brand reputation, and company trust with purchasing decisions. Meanwhile, the coefficient of determination (R Square) of 0.444 indicates that 44.4% of the variation in purchasing decisions can be explained by these variables, while 55.6% is influenced by other unexamined factors. It is advisable to consider expanding the research sample by involving more respondents from the same neighborhood or other neighborhoods in similar regions. Expanding the scope of the study can provide a more comprehensive understanding of the impact of brand trust on purchasing decisions in diverse community contexts.

PENGARUH MINAT PERILAKU BERWIRAUSAHA SEBAGAI VARIABEL MEDIASI DALAM PENGEMBANGAN THEORY OF PLANNED BEHAVIOR: (Studi Kasus : Masyarakat yang berwirausaha di Kota Medan) Simanihuruk, Peran; Tamba, Darwis; Sagala, Roslinda; Sinaga, Ria Veronica; Simangunsong, Elisabeth
Jurnal Manajemen dan Bisnis Volume 25 No. 1 Tahun 2025
Publisher : UNIKA Santo Thomas

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This study aims to analyze the role of entrepreneurial behavioral intention as a mediating variable in the development of the Theory of Planned Behavior. The research was conducted in Medan City, with a population consisting of individuals engaged in entrepreneurship within the city. The sample of the study included 400 respondents randomly selected from the population. Data collection was carried out through questionnaires and documentation, while data analysis was performed using Smart PLS version 4.0. The results of the study show that attitude toward entrepreneurial behavior has a significant positive effect on entrepreneurial intention (t-statistic 3.584 > 1.96; p-value 0.000) as well as on entrepreneurial behavior (t-statistic 3.006 > 1.96; p-value 0.003). Subjective norms from reference groups also have a significant positive effect on entrepreneurial intention (t-statistic 2.139 > 1.96; p-value 0.032) and entrepreneurial behavior (t-statistic 2.031 > 1.96; p-value 0.042). Perceived behavioral control has a significant positive effect on entrepreneurial intention (t-statistic 4.043 > 1.96; p-value 0.000) and entrepreneurial behavior (t-statistic 11.194 > 1.96; p-value 0.000). Self-confidence positively influences entrepreneurial intention (t-statistic 4.825 > 1.96; p-value 0.000), but does not have a significant effect on entrepreneurial behavior (t-statistic 0.168 < 1.96; p-value 0.867). Entrepreneurial intention has a positive effect on entrepreneurial behavior (t-statistic 2.576 > 1.96; p-value 0.010). Entrepreneurial intention was found to significantly mediate the influence of entrepreneurial attitude on entrepreneurial behavior (t-statistic 2.060 > 1.96; p-value 0.039). However, entrepreneurial intention does not mediate the influence of subjective norms on entrepreneurial behavior significantly (t-statistic 1.578 < 1.96; p-value 0.115). Similarly, entrepreneurial intention does not significantly mediate the influence of perceived behavioral control on entrepreneurial behavior (t-statistic 1.925 < 1.96; p-value 0.054). On the other hand, entrepreneurial intention significantly mediates the influence of self-confidence on entrepreneurial behavior (t-statistic 2.326 > 1.96; p-value 0.020). To enhance entrepreneurial intention and behavior, synergy between education, industry, and society is necessary to create an environment that supports entrepreneurship. Training programs that combine business simulations, mentoring, and confidence-building can help foster a positive entrepreneurial attitude. Additionally, social support from family, friends, and entrepreneur communities, as well as access to capital and supportive regulations, are crucial to optimizing individual potential for sustainable entrepreneurship.

PENGARUH PROMOSI, HARGA DAN INOVASI PRODUK TERHADAP KEPUTUSAN PEMBELIAN PADA KENTUCKY FRIED CHICKEN (KFC) SIMPANG MATARAM MEDAN Silaban, Sunarti E.; Elisabeth, Elisabeth; Sagala, Roslinda
Jurnal Riset Akuntansi & Keuangan Vol 5 No. 2 Tahun 2019
Publisher : UNIKA Santo Thomas

Tujuan penelitian ini adalah untuk mengetahui pengaruh promosi, harga dan inovasi produk terhadap keputusan pembelian KFC Simpang Mataram Medan. Pengumpulan data dilakukan melalui cara penyebaran kuesioner yang dilaksanakan pada 100 pengunjung pada KFC Simpang Mataram Medan. Analisis data pada penelitian ini menggunakan SPSS versi 22. Dari hasil penelitian ini menunjukkan bahwa persamaan regresi berganda adalah Y=3,374+0,531X1+0,285X2+0,149X3 artinya dalam pengujian uji F menunjukkan bahwa Promosi, harga dan inovasi produk berpengaruh positif dan signifikan secara simultan terhadap keputusan pembelian KFC Simpang Mataram Medan (Fhitung sebesar 30,041 > Ftabel sebesar 2,70). Secara parsial (uji t) menunukkan bahwa promosi berpengaruh positif dan signifikan terhadap keputusan pembelian KFC Simpang Matararam Medan (thitung 5,675 > 1,984 dan tingkat signifikan sebesar 0,000 < 0,05), harga berpengaruh positif dan signifikan terhadap keputusan pembelian KFC Simpang Mataram Medan (thitung 2,330 > 1,984 dan tingkat signifikan 0,022 < 0,05) dan Inovasi produk berpengaruh positif tetapi tidak signifikan terhadap keputusan pembelian sebesar (thitung 1,708 < 1,984 dengan tingkat signifikan 0,091 > 0,05 ) dan nilai koefisien determinasi (R square) sebesar 0,484 Artinya, Keputusan Pembelian dapat dijelaskan oleh Promosi, Harga dan Inovasi Produk sebesar 48,4%, sedangkan 42,6% lagi dijelaskan oleh faktor lain yang tidak dijelaskan dalam penelitian ini seperti komunikasi dan keamanan dan lain-lain. Dan dari hasil penelitian dan pembahasan sebaiknya KFC Simpang Mataram Medan semakin mengembangkan dan mempertahankan indikator-indikator dari Promosi, harga dan inovasi produk yang telah ada di KFC Simpang Mataram Medan.

FAKTOR-FAKTOR YANG MEMPENGARUHI NASABAH UNTUK MENABUNG PADA PT. BNI (PERSERO) Tbk, CABANG USU MEDAN Sagala, Roslinda
Jurnal Manajemen dan Bisnis Vol 10 No. 1 Tahun 2010
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/jmb.v10i1.69

PT. BNI (Persero) Tbk, USU Medan Branch is one of the government-owned enterprises. The bank collects funds from the public in the form of demand deposits, savings deposits, and channel it back in the form of credit. In this study, the authors focus on research for deposits. Number of clients who deposit funds in 2009-2010 has decreased. From the description formulated the research problem is "what is the most dominant factor influencing customers to save money on PT. BNI (Persero) Tbk, USU Medan Branch?" The purpose of this study was to determine and analyze the most dominant factor influencing customers to save money on PT. BNI (Persero) Tbk, USU Medan Branch. Benefits of the research is to provide material information to the leadership of the bank's most dominant factor influencing customers to save money. The study population was all clients are saving money on deposit with the PT. BNI (Persero) Tbk, USU Medan Branch in 2010. The samples taken as many as 125 people. Required data were collected through questionnaires and documentation techniques. Data analysis technique used was factor analysis. Based on the discussion, figures obtained by KMO Measure of Sampling Adeguacy (MSA) of 0.899 is above 0.50, with a significance of 0.000, then the appropriate variables for further analysis. Scree plot showing the chart, in which of the factor 1 to factor 2 (component source line number = 1 to 2), the line dropped sharply. Then from the number 2 to number 4, the direction of the line decreases with a smaller slope. The fifth factor was in the bottom of the Y-axis numbers (eigenvalues). This suggests that four factors best to summarize the twenty-five factors that influence the customer to save money. Before the rotation, the twenty-five variables that affect the customer to save money on PT. BNI (Persero) Tbk, USU Medan Branch is not clear where the factor a, then the necessary rotation. After rotation, the twenty-five variables are clearly factors which enter into. The dominant factor influencing customers to save money in the form of time deposits at PT. BNI (Persero) Tbk, USU Medan Branch with correlation values above 0.75 is the backlog of the correlation value of 0.782; deposit with a correlation value of 0.774; handling of customer complaints with correlation values of 0.756 and lucky draws with a correlation value of 0.751 . Of the four factors, the most dominant influence customers to save money is a backlog. Advice given to the leadership of the bank is better, the bank maintains customer order backlog increasing number of clients. To attract people to save in the form of deposits, the bank should increase the rates of time deposits, pay attention to the handling of customer complaints and increase the types of lottery.

ANALISIS STRATEGI PEMASARAN JASA TERHADAP PENYALURAN KREDIT PADA PT. BANK PERKREDITAN RAKYAT (PT. BPR) TALABUMI PANCUR BATU Sagala, Roslinda
Jurnal Manajemen dan Bisnis Vol 10 No. 2 Tahun 2010
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/jmb.v10i2.110

PT. BPR Stone Talabumi Pancur one banking services company. Outstanding loans in 2010 fell compared to the year 2011. Decrease due to relatively high interest rate loans and a lack of promotional activities. The problem: Is services marketing strategy (pricing and promotion) have a signiï¬cant eï¬ect on the amount of outstanding loans. Hypothesis: service marketing strategy (pricing and promotion) have a signiï¬cant eï¬‚ect on the amount of outstanding loans. The purpose of the study, to determine the ejï¬zct of the marketing strategy of lending services. Benefits, as input in further research. The study population is a marketing strategy services and the amount of credit supplied by PT. BPR Talabumi Pancur Stone began to stand up to this research. The samples taken from the year 2001 - 2005 (per semester). Data collection techniques used in this study is the documentation. Analysis technique used is multiple linear regression to determine the eï¬‚ect of service marketing strategy (pricing and promotion) of lending. Based on the results if the discussion was concluded that multiple linear regression equation obtained was Y = 334,146,977.205 to 28,065,996.867 14.628 X1 + X2. This means that services marketing strategy (pricing and promotion) have an inï¬‚uence on lending to the PT. BPR Pancur Talabumi Stone, this can be seen on the regression coeï¬‚icients. Determinant of the coeï¬‚icient of 0.965, meaning that credit can be explained by service marketing strategy (pricing and promotion) of 96.5% while 3.5% more explained by other factors. Based on the results obtained by analysis of F-count = 95.899> F-table 4.74, so H0 is rejected and H1 accepted. This means that services marketing strategy (pricing and promotion) have a signiï¬cant qfect on the number of simultaneous outstanding loans to the PT. BPR Pancur Talabumi Stone, can be accepted at a signiï¬cance level of 5%. Iudgingfrom the results of the t test, concluded that service marketing strategy (pricing and promotion) have a signiï¬cant ejfï¬act of partialâ€˜ to total outstanding loans at PT. BPR Pancur Talabumi Stone, can be accepted at a signiï¬cance level of 5 %. Judging from the regression coeï¬‚icient is known that the price (interest rate) to give a greater contiibution than the promotion of outstanding loans. Promotional activities conducted by PT. BPR Talabumi Pancur Batu less intense, so that outstanding loans fell in 2005. The advice given to the leadership of PT. BPR Talabumi Pancur Stone is to increase the number of loans extended frequency should be increased promotional activities by advertising in mass media and electronic. Preferably, the head of the bank lowers the interest rate of credit to increase the amount of outstanding loans.

PENERAPAN MARKETING MIX TERHADAP BRAND EQUITY PERGURUAN TINGGI SEBAGAI SEBUAH TINJAUAN LITERATUR Sagala, Roslinda
Jurnal Manajemen dan Bisnis Vol 11. No. 1 Tahun 2011
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/jmb.v11i1.117

The process of marketing mix (marketing mix) are successful have a positive impact on brand equity (brand equity). Every marketer trying to take advantage of the marketing mix strategy as a competitive advantage in increasing the brand equity to brand equity owned by the products or services to attract consumers. Level of awareness of a brand into an important cue for consumers to use and specifies a choice of products. In this case, the products you want to achieve is a knowledge-based products (knowledge base). The product was delivered to the college as the core consumer products that are delivered in the marketing of educational services. Many empirical studies have been conducted to investigate to what extent the influence of marketing mix on brand equity colleges, both state college Cleaner (PTN) or private (PTS). However, little empirical research which brings together existing research into a comprehensive literature review that elaborates on the influence of marketing mix on brand equity colleges. Thus, the management of higher education as an educational institution can be categorized on the model management services business model, which factors the marketing mix consists of product, price, place, promotion, people, physical evidence, process can be a key factor in enhancing brand equity college.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PENGGUNA HOTSPOT (WIFI) (Studi Kasus Mahasiswa Fakultas Ekonomi Universitas Katolik Santo Thomas Sumatera Utara) Sagala, Roslinda
Jurnal Manajemen dan Bisnis Vol 16 No. 1 Tahun 2016
Publisher : UNIKA Santo Thomas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54367/jmb.v16i1.126

The purpose of this study to analyze the effect of signal coverage hotspot (wifi), ease of access hotspots (wifi), access speed hotspot (wifi), and the comfort of hotspot access (wifi) and simultaneous partial effect on the level of user satisfaction. To determine whether the most influential factor / dominant on the level of user satisfaction hotspot (wifi) in the Faculty of Economics, Catholic University of St. Thomas SU. The benefits of this study, those authors. Comparing theories - theories that have been explored for this through research conducted, as well as develop analytical and critical thinking skills to the problems that exist, For private university. As input and consideration for Private Higher Education to develop the quality of education as an institution of higher education with the needs and desires of students. Total sample of 45 respondents, the method of collecting data through questioner and documentation, methods of data analysis by factor analysis. The results showed that: Coverage hotspot signal (wifi). These variables have a dominant influence on the level of user satisfaction hotspot (wifi) in the Faculty of Economics of St. Thomas Catholic University of North Sumatra. Ease of access hotspots (wifi) proved to be the dominant influence on the level of user satisfaction hotspot (wifi) in the Faculty of Economics of St. Thomas Catholic University of North Sumatra. Students are quite satisfied with the speed of hotspot access (wifi). These variables proved the dominant influence on the level of user satisfaction hotspot (wifi) within the Faculty of Economics, Catholic University of St. Thomas North Sumatra. Influence comfort hotspot access (wifi) on the level of user satisfaction hotspot (wifi). Based on the data that has been processed and analyzed, it can be concluded that the comfort of the hotspot access (wifi) has dominant influence on the level of user satisfaction hotspot (wifi) Variable comfort hotspot access (wifi) positive effect on the level of user satisfaction hotspot (wifi). Thus increasing the speed of hotspot access (wifi) will be followed by increased user satisfaction. Based on the research results Party IT Santo Thomas Catholic University of North Sumatra should maintain speed hostpot access (wifi). Researchers further should expand the scope of survey respondents, not only at the Faculty of Economics, Catholic University of St. Thomas North Sumatra, but it could be in the Faculty - other faculties. Researchers should be able to further expand variables - variables examined, because it is possible there are many factors - other factors that could affect user satisfaction hotspot (wifi).

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