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PENGARUH KUALITAS LAYANAN DAN BAURAN PEMASARAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP LOYALITAS (Studi Kasus pada Astra Motor Weleri) Gatot Ragil Saputro, 09.05.51.0035; ., Kunartinah
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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This study analyzes the relationship between service quality and customer satisfaction marketing mix in the form of customer loyalty. The object of this study is Astra Motor Weleri. Problems in the study refers to the phenomenon of the fall in sales of motorcycle dealers motorcycle astra Weleri significantly in March, August and September 2012. purpose of the study was formulated to examine factors - factors that affect customer loyalty.Models that were formulated in this study aims to provide a critical understanding of the concept and measurement of customer loyalty. Researchers incorporate elements of quality of services, marketing mix and customer satisfaction as the mediation and have significant consequences for customer loyalty. In addition to a theoretical modeling, this study has formulated five hypotheses. Purposive sampling method was chosen to obtain the required data in this study. The study used 84 respondents and all respondents were clients Astra Motor Weleri customers. Data analysis using regression analysis with SPSS.Test results showed that the f in say marketing mix, service quality and satisfaction with the same effect on customer loyalty. Test the hypothesis that all the variables have a positive and significant impact on customer satisfaction and loyalty. Multiple regression analysis of the quality of service expressed a greater effect on satisfaction in the appeal of the marketing mix, and satisfaction greater influence on loyalty than quality of service and the marketing mix. Test of mediation states that the indirect effect of service quality and greater marketing mix appeal direct effect, so the satisfaction of a mediating variable.The final conclusion of this study can be recommended as an input to management. Researchers believe that an approach that deals with dimensions of service quality and customer satisfaction can help managers improve customer loyalty, because the two most important veriabel to increase customer loyalty and customer satisfaction first must feel to be loyal.Key words: Quality Service, marketing mix, and Customer Satisfaction And Loyalty customers

PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN SWALAYAN ADA SILIWANGI SEMARANG Ikfi Khayati, 09.05.51.0097; ., Kunartinah
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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The study entitled Effect Dimension of Quality of Service Supermarket Customer Satisfaction Siliwangi Semarang There is research to investigate and analyze whether the variables of tangible, reliability, responsiveness, assurance and empathy on the quality of services provided by the Supermarket There Siliwangi partially or jointly have an influence on customer satisfaction, the researchers took the title of "THE INFLUENCE DIMENSION OF SERVICE QUALITY CUSTOMER SATISFACTION IS SILIWANGI SUPERMARKETS SEMARANG". The number of samples used in this study were 100 respondents. The sampling technique used is purposive sampling or by selecting the respondents according to the requirements to become a respondent a scale meet by accident is at least have shopped more than three times and age above 18 years.The result is dimension tangible (X1), reliability (X2), responsiveness (X3), assrance (X4), and empathy (X5) and siginfikan positive effect on customer satisfaction (Y). From the results of the regression equation that has the greatest influence on empathy and responsiveness possessed the smallest influence. This study has limitations that the variables used was limited to the dimensions of quality of service, while there are many other factors that can affect a customers satisfaction. Therefore, further research is suggested to consider other variables that have not been found in this study and a wider sampling.Key words: Variable dimension service quality tangible, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction

PENGARUH PENDIDIKAN DAN PELATIHAN, PEMBELAJARAN ORGANISASI TERHADAP KINERJA DENGAN KOMPETENSI SEBAGAI MEDIASI Kunartinah .; Fajar Sukoco
Jurnal Bisnis dan Ekonomi Vol 17 No 1 (2010): Vol. 17 No. 1 Maret 2010
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Stikubank

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This study aims to examine and analyze the influence of education and training andorganizational learning to competence, the influence of education and training and organizationallearning on performance. and analyze whether the effect of competence can mediate the relationshipof education and training and organizational learning on performance. The population in this studywere junior high school teachers RSBI in Semarang, which amounts to 95 people. Researchinstrument used in testing the validity and reliability. The analysis tool used is multiple regression,hypothesis testing device using t test and mediation. Questionnaire as a means of collecting primarydata, Linkert scale of measurement used by seven (seven) of alternative answers. Secondary dataobtained from institutional documentation. Test results showed that the instrument is valid andreliable research, multiple regression produced a positive unstandardized beta for all variables. Ttest shows there is partially positive and significant influence on the variable-variable diteliti.Ujihypothesis states that the hypothesis was accepted. The results showed that: (1) education andtraining has positive and significant effect on competence (2) organizational learning has positiveand significant effect on competence (3) education and training has positive and significant impacton performance (4) organizational learning has positive and significant impact performance (5)Competence and significant positive effect on performance. (6) Competence is not effective enoughto explain the influence of education and training on performance (7) Competence able to explaineffectively influence organizational learning on performance.Keywords: education and training, organizational learning, competence and performance.PendahuluanMenurut UU No: 20/tahun 2003 tentangSistem Pendidikan Nasional, Pendidikan adalahusaha sadar dan terencana untuk mewujudkansuasana belajar dan proses pembelajaran,agarpeserta didik secara aktif mengembangkanpotensi dirinya untuk memiliki kekuatan spiritualkea gamaan, pengendalian diri, kepribadian,kecerdasan, akhlak mulia, serta ketrampilan yangdiperlukan dirinya, masyarakat, bangsa dannegara. Bab XIV Pasal 50 ayat 3 menyebutkanbahwa “pemerintah daerah harusmengembangkan sekurang-kurangnya satusatuan pendidikan menjadi bertarafinternasional”. Dalam upaya melaksanakan UUtersebut, Dirjen Mandikdasmen menetapkankebijakan untuk mengembangkan SekolahBertaraf Internasional (SBI). Untukmerealisasikan rencana tersebut,maka mulaitahun ajaran 2007/2008 mulaimenyelenggarakan Rintisan Sekolah BertarafInternasional (RSBI) SMP. Hingga tahun 2009Kementerian Diknas sudah mendanai kepada320 SMA, 118 SMK, 300 SMP dan 136 SD yangtersebar di 481 kabupaten/kota diseluruhIndonesia. Evaluasi akan dilaksanakan padatahun 2010/2011 karena pemberian dana bantuanuntuk SMP selama 4 (empat) tahun.Untuktingkat SMP, dana bantuan setiap sekolah Rp.400 juta pada tahun 2007 dan Rp. 300 juta padatahun 2008-2010.Menurut Mendiknas evaluasi RSBI akandilakukan secara menyeluruh dan melihat apakahsemua ketentuan telah dipenuhi, seandainyaRSBI tidak mencapai target yang telahditentukan, sangat mungkin RSBI akandikembalikan statusnya menjadi sekolah regular.Sebaliknya,jika telah terpenuhi akan langsung

PERAN KARAKTERISTIK KEPRIBADIAN, LEADER MEMBER EXCHANGE, DAN LINGKUNGAN KERJA TERHADAP KINERJA KARYAWAN PADA PT.MATAHARI SILVERINDO JAYA (MSJ) SEMARANG Muhaimin .; Kunartinah .; Kis Indriyaningrum
Jurnal Bisnis dan Ekonomi Vol 18 No 2 (2011): VOL. 18 NO. 2 SEPTEMBER 2011
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Stikubank

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This study aimed to determine the effect of personality characteristics, leader member exchange and work environment on performance. To analyze the effect, the data were analyzed using a quantitative analysis of themultiple linear regression. The results showed that the characteristics of personality (Big Five Personality) did not affect positively and significantly. While the leader member exchange and work environment is positive andsignificant. The results of the model test study "Effect of personality characteristics, leader member exchange and work environment on performance", only able to explain changes in performance of 43.5% while the remaining 56.5% change in employee performance is explained by other variables / factors that influence the performance of employees were not studied. Based on these results, it is recommended that (1) Placement of employees adjusted to the characteristics of personality with reference to the abilities and talents of employee interests. (2) An employer must be able to establish a better relationship with their subordinates, so hopefully there will be mutual influence of the subordinates by showing good performance. (3) Conditions of work environments in particular physical environment improved and equipped so as to support the execution of tasks and jobs of the employees.Key words: big five personality, leader member exchange, work environment, and performance.

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