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FAKTOR YANG MEMPENGARUHI KEPUASAN COMPLAINT HANDLING TERHADAP LOYALITAS KONSUMEN Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 6 No. 1 (2015): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

Academics as well as managers have long been interested in the roleof satisfaction with complaint handling (SATCOM) in shapingcustomersâ€™ attitudes and repurchasing decisions. This interest hasgenerated a widespread belief that SATCOM is driven by the perceptionthat the complaint handling process is just. To test how SATCOM ismodulated by distributive, interactional, or procedural justice, weperformed a meta-analysis of 60 independent studies of the antecedentsand consequences of SATCOM. Results indicate that SATCOM isaffected most by distributive justice, then by interactional justice, and onlyweakly by procedural justice. We also find that SATCOM mediates theeffects of justice dimensions on word-of-mouth. However, contrary tocom-mon belief, SATCOM does not mediate the effects of justicedimensions on overall satisfaction and return intent. We draw on ourresults to suggest several avenues for further research.

ANALISIS PENGARUH PERSEPSI ATAS ORIENTASI PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP ORIENTASI PELAYANAN STRATEGIK DAN DAMPAKNYA PADA KEPUASAN PELANGGAN Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 6 No. 2 (2015): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

This research analyzes the effect of perception on customer orientationand perception on company reputation on perception of strategic serviceorientation and its impact on customer satisfaction. The research problem isbased on 2 (two) issues: first is research gap based on previous researchbackground for example, referring to the borders and direction of researchwill come on and inconsistent with previous findings such as in Homburg etal., ( 2002); Chenet et al., (2000); Pelham, (1997); Doney and Cannon(1997). And the second comes from the research problems, which is found inthe data that gives an overview of the condition of PT. MandalatamaArmada Motor deals with the targets and sales realization of "Honda"brand products in Semarang region, where in 2005 PT. MandalatamaArmada Motor can not meet the targeted marketing of 869 units and canonly be realized 725 or 83% only.A model has been developed and five hypotheses have been formulatedto address this research problem. Sampling technique is purposive method(purposive sampling). Respondents from this study amounted to 120respondents, where respondents are customers of PT. Mandalatama ArmadaMotor. The data analysis tool used is Structural Equation Modeling (SEM)in AMOS 4.01 program. The results of this research data analysis show themodel and research results can be received well. And furthermore the resultsof this study prove the influence of perceptions on customer orientation toperceptions of strategic service orientation is a significant positip.Perceptions of a company's reputation have a positive effect on perceptions ofstrategic service orientation. Perceptions of customer orientation have apositive effect on customer satisfaction. And the influence of perceptions onthe company's reputation on customer satisfaction is a significant positively.As well as perceptions of the orientation of strategic services positively affectcustomer satisfaction

ANALISIS ORIENTASI POLA BEKERJA CERDAS BERDASARKAN FAKTOR-FAKTOR YANG MEMPENGARUHI KEAHLIAN TENAGA PENJUALAN DALAM AKTIVITAS PENJUALAN DAN DAMPAKNYA TERHADAP KINERJA TENAGA PENJUALAN Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 7 No. 1 (2016): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

This study analyzes the orientation analysis of intelligent working patternsbased on factors affecting salesperson expertise in sales activities and their impact on salesforce performance. Sampling technique is purposive (purposive sampling) method.Respondents from this study amounted to 105 respondents, where respondents were thesalespeople at Pharmaceutical Large Traders in Semarang. The data analysis tool usedis Structural Equation Modeling (SEM) in AMOS 4.01 program.The results of this research data analysis show the model and research resultscan be received well. And then the results of this study proves that the influence oflearning orientation on salesperson expertise in sales activities is a significant positip.The more effective the implementation of supervisor control orientation on salespeople, thebetter the salesperson's skill in sales activity. The influence of supervisory controlorientation on salesperson expertise in sales activity is a significant positively. And thehigher the skills of a salesperson in sales activity, the better the application of intelligentpatterns of work done by the sales force. And the skills of salespeople in sales activitieshave a significant positive effect on the orientation of intelligent working patterns.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUH LOYALITAS PELANGGAN DAN DAMPAKNYA TERHADAP KEUNGGULAN BERSAING Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 7 No. 2 (2016): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

In this research, the research model is proposed to analyze thecompetitive advantage through customer loyalty of BRITAMA BRI Branchof Kendal customers by testing the hypothesized factors influencing: brandreputation, customer satisfaction, and service quality. This study used asample of 105 customers BRITAMA BRI Kendal Branch. The data analysistool used is Structural Equation Modeling (SEM) in AMOS 4.01 program.The result of data analysis shows that the research model has good of fit andall research hypothesis can be proved. The conclusion taken is the brandreputation has a positive effect on customer loyalty, customer satisfaction has apositive effect on customer loyalty, service quality positively affects customerloyalty, service quality positively affects customer satisfaction, customer loyaltyhas a positive effect on competitive advantage and service quality positivelycompetitive advantage. Based on the results of the research can be taken thetheoretical implications that this study provides additional justification forsome antecedents that affect customer loyalty positively, namely brandreputation, customer satisfaction, and service quality. The influence of servicequality on customer satisfaction and the direct influence of service quality oncompetitive advantage. The managerial implications that can be given aresuggestions for BRITAMA BRI Management of Kendal Branch to pay moreattention to the customer satisfaction factor, as this is the most dominantfactor affecting customer loyalty. The limitation of this research is to test onlyone product from BRI only. Future research needs to develop research byadding product quality variables (Selnes, 1993) and testing the overall BRIproduct.

ANALISIS PENGARUH PROMOSI, HARGA, DAN ATRIBUT PRODUK TERHADAP PERPINDAHAN MEREK (BRAND SWITCHING) KARTU SELULER Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 8 No. 1 (2017): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

Brand Switching is the time when a customer or a group of customerchange their loyalty from one brand of product to another. Population of thisresearch is SIM Card User in Totalwin Semarang. Sixty eight are chosen assample are fixed as purposive sampling. Data are analyzed using SPSSprogram. Data are collected with questionnaires.From the research we canconclude that validity test and reliability test all questioner are fulfill therequirement. Result and theoretical implication of this research is: thisresearch supports previous researches postulating that promotion, price , andproduct attributes influences to brand switching positively. In managerialterms, this research contributes to decision makers to pay more attention tothe promotion in purpose to improve loyalty customer.

STUDI PENGELOLAAN AKTIVITAS TENAGA PENJUALAN SEBAGAI USAHA PENINGKATAN KINERJA TENAGA PENJUALAN Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 8 No. 2 (2017): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

The study aims to find the proper management of sales force activitiesas an effort to improve the performance of salespeople. The proposed researchproblem refers to the research gap of previous research. The formulation of theproblem in this research is how to improve the performance of sales force so thatsales performance can reach the target. Furthermore, to answer the problemdeveloped a modeling and five hypotheses have been formulated in this study.The sampling technique used is the census method. The sample of this studyamounted to 109 respondents, where the respondents are the salespeople of PT.Tempo Scan Pasific in Central Java and Yogyakarta. The data analysis toolused is Structural Equation Modeling (SEM) in AMOS 4.01 program. Theresults of this research data analysis show the model and research results can bereceived well. And then the results of this study prove that the influence of salesarea design on the intensity of sales force activity is positive and significant.The influence of work motivation of sales force to the intensity of sales forceactivity is positive and significant. The effect of sales area design onsalesperson performance is positive and significant. The influence of themotivation of the sales worker's performance on the performance of the salesforce is positive and significant. The effect of the intensity of salespeople activityon salesperson performance is positive and significant.

PENGARUH PROCEDURAL FAIRNESS, DISTRIBUTIVE FAIRNESS, INTERACTIONAL FAIRNESS, TERHADAP KEPUASAN PELANGGAN Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 3 No. 2 (2012): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

This study examined three independent variables, ie ProceduralFairness, Distributive Fairness, and Interactional Fairness can affectcustomer satisfaction. The purpose of this study was to determine the effectof the three independent variables on customer satisfaction. This research was conducted with a questionnaire to 100 PLNcustomer obtained by using purposive sampling techniques. The data thathave met the test of validity, reliability, and test the assumptions ofclassical. These results indicate that all the independent variables tested arepositive and significant impact on customer satisfaction through the F testand t test, whereas the number Adjusted R Square of 0.236 indicates23,60%of the variation in people satisfaction which can be explained bythe third independent variable, where the remaining 76.40% is explainedby other factors outside of the study

PENGARUH KREDIBILITAS CELEBRITY ENDORSER TERHADAP MINAT BELI KONSUMEN Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 4 No. 1 (2013): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

The purpose of this study is to test whether the source credibility affectsbuying intention. The influence that endorser credibility dimensions (i.e.attractiveness, trustworthiness and expertise) have on purchase intentions of100 young consumers has been examined. The results showed that all of thethree credibility dimensions have a positive relationship with purchaseintention.

PENGARUH PENGELOLAAN MASALAH PELANGGAN, EDUKASI PELANGGAN DAN PARTISIPASI PELANGGAN TERHADAP LOYALITAS PELANGGAN Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 4 No. 2 (2013): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

This research analyses the influence of customer participation,customer problem management, and educational customer to customerloyalty. Technique of sampling applied is accidental sampling method.The responders in this research are 121 responders, and all responderare customers of Vitalac. Tool of data analysisâ€™s used is usingcomputer program of SPSS.The result of data analysis shows that the model developed and theresearch result can be accepted. Hereinafter, the result proves thatthere is positive influence of customer participation, customer problemmanagement, and educational customer to customer loyalty.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI STANDARDISASI MUTU PRODUK UNTUK MENINGKATKAN KEUNGGULAN PRODUK Jatmiko, Robby
Jurnal Ilmu Manajemen dan Akuntansi Terapan Vol. 5 No. 1 (2014): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)
Publisher : Sekolah Tinggi Ilmu Ekonomi Totalwin

This study aims to analyze the factors that affect the standardization ofproduct quality to improve product superiority. Standardization of product qualityevolved into an important discourse when the study of Zineldin, (2000); Zou andCavusgil, (2002) Leonidou (1996) still can not explain the key to successful productexcellence. Therefore the formulation of this research problem is to analyze the factorsthat affect the standardization of product and develop product standardization model toimprove product superiority. In the literature review and modeling framework has beenprepared justification for the four formulation of research hypotheses proposed in thisstudy. Sampling technique used sampling census. The sample of this research is 118respondents, where the respondent is the leader or quality manager of a manufacturingcompany that has done standardization in Central Java. Data analysis tool used isStructural Equation Modeling (SEM) in AMOS program.The results of this study prove that the influence of technological variables havea positive and significant effect on the standardization of product quality. Furthermore,TQM formulated on the standardization of product quality is a significant positive.Empirical evidence indicates a customer orientation is positive towards thestandardization of product quality. Furthermore, it can be concluded that customerorientation positively affect the product superiority. Then the technology has a positiveand significant impact on product superiority. Furthermore, it has gained justificationand empirical evidence of product superiority through product quality standardization ispositively significant.

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