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All Journal Ekonomi Bisnis Gadjah Mada International Journal of Business MIX : Jurnal Ilmiah Manajemen DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Komunikasi Jurnal Bisnis dan Akuntansi MBIA Prologia Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Jurnal Muara Ilmu Ekonomi dan Bisnis Business Management Journal Program Studi Manajemen Jurnal Manajemen Bisnis dan Kewirausahaan Jurnal Akuntansi Jurnal Manajemen Jurnal Bakti Masyarakat Indonesia Jurnal Manajerial Dan Kewirausahaan Jurnal Manajemen dan Pemasaran Jasa
KENI KENI
Faculty Of Economic And Business, Universitas Tarumanagara, Jakarta
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasan Nasabah sebagai Variabel Mediasi Fincent Sutanto; Keni Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 5, No 2 (2021): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v5i2.11180

Abstract

The purpose of this research is to investigate the effects of service quality, service convenience and perceived price and fairness on banking customer loyalty with customer satisfaction as the mediating at the bank . The method to sample the bank’s customers was by using non-probability sampling method with convenience sampling technique. The instruments to collect the data was by distributing questionnaires to 244 respondents of bank’s in Jakarta. Method to analysed the data was by using PLS-SEM. The result of the research reveal that service quality and perceived price and fairness have positive impacts on customer loyalty, while service convenience has no effect on customer loyalty. This research also found that service convenience and perceived price and fairness have positive impacts on customer satisfaction, while service quality has no effect on customer satisfaction. Moreover, customer satisfaction acts as mediating variable between service convenience. The finding suggest bank should maintain and enhance for service quality and perceived price and fairness to encourage customers decision to repurchase or remain a customer. Tujuan penelitian ini untuk mengetahui pengaruh kualitas layanan, kenyamanan layanan dan kelayakan harga yang dirasakan terhadap loyalitas pelanggan dengan kepuasan nasabah sebagai variabel mediasi terhadap nasabah bank. Penelitian ini menggunakan metode non-probability sampling dengan teknik convenience sampling. Penulis mengumpulkan 244 responden untuk penelitian ini dari nasabah bank swasta di Jakarta yang sebagian besar adalah karyawan umum. Respons dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa kualitas layanan dan persepsi harga dan keadilan memiliki dampak positif terhadap loyalitas pelanggan, kenyamanan layanan tidak berpengaruh terhadap loyalitas pelanggan. Penelitian ini juga menemukan bahwa kenyamanan layanan dan persepsi harga dan keadilan memiliki dampak positif pada kepuasan pelanggan dan kualitas layanan tidak berpengaruh pada kepuasan pelanggan. Selain itu, kepuasan pelanggan bertindak sebagai variabel perantara antara kenyamanan layanan. Temuan ini menyarankan bank harus menjaga dan meningkatkan kualitas layanan serta harga dan keadilan yang dirasakan untuk mendorong keputusan pelanggan untuk membeli kembali atau tetap menjadi pelanggan.
Pengaruh Experiential Marketing dan Service Quality terhadap Customer Loyalty: Customer Satisfaction sebagai Variabel Mediasi Ika Nurul Febrianti; Keni Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 5, No 1 (2021): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v5i1.10400

Abstract

The aims of this study are four: first, to explore the effects of experiential marketing and service quality toward customer satisfaction. Second, to explore the effects of experiential marketing and service quality toward customer loyalty. Third, to explore the effects of customer satisfaction toward customer loyalty. Fourth, to find out the effects of experiential marketing and service quality toward customer loyalty if mediated by customer satisfaction. The samples that were collected were 154 respondents who are customers from one of food and beverage industry in Jakarta. The method of data collection is conducted by non-probability sampling with the technique of convenience sampling through online questionnaires. The data were analysed by using PLS-SEM. The results of this research are: First, experiential marketing and service service quality have a positive impact toward customer satisfaction. Second, experiential marketing has a positive impact toward customer loyalty, but service quality does not have a positive impact toward customer loyalty. Third, customer satisfaction has a positive impact toward customer loyalty. Fourth, experiential marketing and service quality have a positive impact toward customer loyalty if mediated by customer satisfaction. Tujuan dari penelitian ini ada empat : pertama menguji pengaruh experiential marketing dan service quality terhadap customer satisfaction. Kedua, menguji pengaruh experiential marketing dan service quality terhadap customer loyalty. Ketiga, menguji pengaruh customer satisfaction terhadap customer loyalty. Keempat, menguji pengaruh experiential marketing dan service quality terhadap customer loyalty bila dimediasi oleh customer satisfaction. Sampel yang dikumpulkan adalah 154 responden yang merupakan konsumen dari salah satu industri makanan dan minuman di Jakarta. Metode pengambilan data adalah non-probability sampling dengan teknik convenience sampling melalui kuesioner online. Analisis data menggunakan PLS-SEM. Hasil penelitian adalah: pertama, experiential marketing dan service quality berpengaruh positif terhadap customer satisfaction. Kedua, experiential marketing berpengaruh positif terhadap customer loyalty tetapi service quality tidak memiliki pengaruh positif terhadap customer loyalty. Ketiga, customer satisfaction memiliki pengaruh positif terhadap customer loyalty. Keempat, experiential marketing dan service quality berpengaruh positif terhadap customer loyalty bila dimediasi oleh customer satisfaction.
Analisis Faktor-faktor yang Mampu Mempengaruhi Intensi Wisatawan dalam Mengunjungi Kepulauan Riau dari Perspektif Resiko Keni Keni; Nicholas Wilson; Fransisca Iriani Roesmala Dewi
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 6, No 2 (2022): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v6i2.17928

Abstract

Tourism had become one of the industries which try to re-establish itself as the pillar of the Indonesian economy in the post-pandemic era, in which, it is important for practitioners or companies doing their business within the Indonesian tourism sector to fully understand which factors could affect people or tourists’ intention to visit certain destination place in Indonesia, in which, in this paper, is Riau Island. In this case, this study was conducted to fully assess several factors which could affect tourists’ intention to visit Riau Island, all these factors were comprised several risks which might affect tourists’ visit intention toward Riau, namely financial risk, psychological risk, time risk, and physical risk. This study implements a survey method, with a questionnaire was implemented as the main tool to collect the data from the respondents. A non-probability sampling method in the form of a convenience sampling method was also implemented to ensure the credibility and conformity of all respondents participating in this study. Meanwhile, a total of 400 data were collected from respondents who are tourists’ who’ve visited Riau Island for the past 3 years. Using the PLS-SEM method, data analyses results imply that all risks, namely financial risk, psychological risk, time risk, and physical risk had a significant effect on tourists’ intention to visit Riau Island. Industri pariwisata merupakan salah satu industri yang saat ini sedang berjuang guna bangkit dari pandemi yang saat ini terjadi, yang dimana, penting bagi setiap pihak, seperti para praktisi dan pengusaha yang bergerak di sektor pariwisata di Indonesia untuk dapat memahami secara mendalam berbagai faktor ataupun aspek yang mampu mempengaruhi intensi wisatawan untuk berkunjung ke suatu lokasi wisata yang ada di Indonesia, yang dimana, lokasi wisata yang dimaksud dan dikaji pada penelitian ini adalah Kepulauan Riau. Berkaitan dengan hal ini, maka studi ini pun dilakukan guna mengkaji berbagai faktor yang mampu mempengaruhi intensi wisatawan di dalam berkunjung ke Kepulauan Riau dari perspektif resiko, diantaranya adalah financial risk, psychological risk, time risk, dan physical risk. Dengan menggunakan metode survei, kuesioner digunakan sebagai media utama guna mengumpulkan seluruh data dari responden. Selanjutnya, terkait dengan teknik sampling pada studi ini, jenis non-probability sampling berupa convenience sampling digunakan guna memastikan bahwa seluruh responden telah memenuhi berbagai kriteria yang ditentukan peneliti pada studi ini. Selanjutnya, sebanyak 400 responden yang merupakan wisatawan yang pernah berkunjung ke Kepulauan Riau dalam kurun waktu 3 tahun terakhir berpartisipasi pada studi ini. Dengan menggunakan metode PLS-SEM, hasil analisis data menemukan bahwa financial risk, psychological risk, time risk, dan physical risk berpengaruh signifikan terhadap pembentukan intensi wisawatan untuk berkunjung ke Kepulauan Riau.
Pengaruh Service Quality, Word of Mouth, dan Brand Awareness terhadap Keputusan Pembelian Polis Asuransi Kendaraan di Jakarta Hendra Wijaya; Keni Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 5, No 5 (2021): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v5i5.13303

Abstract

The research aims to find out the influence of service quality, word of mouth, and brand awareness to purchase decision of vehicle insurance policy in Jakarta. The sampling method uses a non probability sampling technique in the form of convenience sampling with a total sample of 138 respondents and 115 valid data. Data collection method is done by distributing questionnaires online via google form. Data analysis technique using Partial Least Square – Structured Equation Modelling (PLS-SEM). The results of this research indicate that service quality, word of mouth, and brand awareness have an influence on purchase decision. Good service quality, positive word of mouth and also good brand awareness can increase purchase decision of vehicle insurance policy. Penelitian ini bertujuan untuk mengetahui pengaruh service quality, word of mouth, dan brand awareness terhadap keputusan pembelian polis asuransi di Jakarta. Metode pengambilan sampel menggunakan non probability sampling dalam bentuk teknik convenience sampling dengan total sampel sejumlah 138 responden dan 115 data yang valid. Pengumpulan data dilakukan dengan membagikan kuesioner secara online melalui google form. Teknik analisa data menggunakan Partial Least Square – Structured Equation Modelling (PLS-SEM). Hasil dari penelitian ini menunjukkan bahwa service quality, word of mouth, dan brand awareness mempunyai pengaruh terhadap keputusan pembelian. Service quality yang baik, word of mouth yang positif, dan juga brand awareness yang baik dapat meningkatkan keputusan pembelian polis asuransi kendaraan.
Pengaruh Electronic Word of Mouth (eWOM), Celebrity Endorser, dan Online Advertising terhadap Brand Awareness Anastasia Silvi Andrea; Keni Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 5, No 5 (2021): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v5i5.13286

Abstract

This research is conducted to show the influence of electronic word of mouth (EWOM), celebrity endorsers, and online advertising on brand awareness. This descriptive research involved quantitative data collecting use a questionnaire as a data collection method. The researcher used the convenience sampling method to take 151 respondents with valid data. The data analysis technique used Partial Least Square – Structured Equation Modelling (PLS-SEM) with the help of SmartPLS 3.3.2 software. This study concluded that 1) Electronic word of mouth has an insignificantly positive effect on brand awareness, 2) Celebrity endorser has a significantly positive effect on brand awareness, 3) Online advertising has a significant positive effect on brand awareness. Penelitian ini dilakukan untuk menunjukkan pengaruh electronic word of mouth (EWOM), celebrity endorser, dan online advertising terhadap brand awareness. Penelitian deskriptif ini melibatkan pengumpulan data kuantitatif dengan menggunakan kuesioner secara cross-sectional sebagai metode pengumpulan data. Peneliti menggunakan metode convenience sampling untuk mengambil 151 responden dengan data yang valid. Teknik analisis data menggunakan Partial Least Square – Structured Equation Modelling (PLS-SEM) dengan bantuan software SmartPLS 3.3.2. Singkatnya, penelitian ini memperoleh kesimpulan bahwa 1) Electronic word of mouth berpengaruh positif tidak signifikan terhadap brand awareness, 2) Celebrity endorser berpengaruh positif signifikan terhadap brand awareness, 3) Online advertising berpengaruh positif signifikan terhadap brand awareness.
Pengaruh Brand Image, Perceived Quality, dan eWOM terhadap Purchase Intention Mobil di Jakarta Anastasia Kristinawati; Keni Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 5, No 5 (2021): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v5i5.13305

Abstract

The research aims to find out the influence of brand image, perceived quality and eWOM to purchase intention of car in Jakarta. The sampling method used in the study is non probability sampling by convenience sampling. The sample in this research is 150 respondents. 150 valid data were analysed using structural equaltion modelling to test hypothesizes in the research. Based on analysis, all variables which is brand image, perceived quality and eWOM have positif significant effect to purchase intention. Perceived quality is the most influencing factor to purchase intention. Based on findings, researcher suggested the company to focus on perceived quality. Customers think good car performance, good product quality and promising warranty as a good perceived quality. Penelitian ini memiliki tujuan untuk mengetahui pengaruh brand image, perceived quality dan eWOM terhadap purchase intention mobil di Jakarta. Penelitian ini menggunakan non-probability sampling dengan teknik convenience sampling. Sampel yang digunakan dalam penelitian ini berjumlah 150 responden. 150 data yang valid dianalisa menggunakan structural equation modelling untuk menguji hipotesis. Berdasarkan hasil penelitian, semua variabel yaitu brand image, perceived quality dan eWOM memiliki pengaruh positif signifikan terhadap purchase intention. Perceived quality merupakan faktor yang paling berpengaruh terhadap purchase intention. Dari hasil ini, peneliti menyarankan agar perusahaan fokus pada perceived quality. Pelanggan menilai performa yang baik, kualitas produk baik dan garansi yang menjanjikan sebagai perceived quality yang baik.
Pengaruh Brand Awareness dan Perceived Quality Terhadap Purchase Intention: Brand Loyalty Sebagai Variabel Mediasi Alexandra Fenetta; Keni Keni
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 4, No 6 (2020): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v4i6.9792

Abstract

The aim of this study are: first, to explore the effects of brand awareness, perceived quality and brand loyalty on purchase intention. Second, to explore the effects of brand awareness and perceived quality on brand loyalty. Third, to find out the effects of brand awareness and perceived quality on purchase intention if mediated by brand loyalty. The samples that are used in the research are 150 respondents in Jakarta conducted by convenience sampling. The data techniques are processed using structural equation modelling on software SmartPLS 3.2.8. The results of this research are: first, brand awareness and perceived quality do not have a positive impact on purchase intention, yet brand loyalty has a positive impact on purchase intention. Second, brand awareness and perceived quality have a positive on brand loyalty. Third, brand awareness and perceived quality have a positive impact on purchase intention if mediated by brand loyalty.
FAKTOR-FAKTOR YANG MEMPENGARUHI KEPATUHAN PELAPORAN WAJIB PAJAK DOSEN TETAP UNIVERSITAS TARUMANAGARA DI JAKARTA Sofia Prima Dewi, Keni Keni
Jurnal Akuntansi Vol. 16 No. 3 (2012): September 2012
Publisher : Fakultas Ekonomi dan Bisnis Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/ja.v16i3.710

Abstract

The purpose of this research is to examine the effect of taxpayer awareness, knowledge and understanding of tax laws, perceptions of the effectiveness of the tax system   and   the   willingness   to   pay   taxes   on   taxpayer   reporting   compliance Tarumanagara University lecturer in Jakarta. Data analysis of 104 respondents conducted with the help of PASW Statistics program version 18.00. The results showed that knowledge and understanding of tax laws and the willingness to pay taxes have a significant effect on taxpayer compliance reporting while the taxpayer awareness and perceptions of the effectiveness of the tax system does not have a significant impact on taxpayer compliance reporting.
PENGARUH SERVICE FAIRNESS, EMPATHY DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY Evelina Larisa Sidharta; Keni Keni
Jurnal Manajemen Vol. 19 No. 2 (2015): June 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i2.122

Abstract

: Tujuan penelitian: (a) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer loyalty; (b) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer satisfaction; (c) untuk mengetahui pengaruh customer satisfaction dan customer loyalty; (d) untuk mengetahui pengaruh customer satisfaction dalam memediasi service fairness, empathy dan physical environment terhadap customer loyalty. Populasi dalam penelitian ini adalah seluruh pelanggan salah satu kedai kopi di Jakarta. Sampel diperoleh dari pelanggan salah satu kedai kopi di Jakarta Barat. Metode pengambilan sampel dalam penelitian ini adalah teknik purposive dengan jumlah 250 responden.Teknik analisis data menggunakan analisis regresi dan analisis jalur. Hasil penelitian: (a) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer loyalty; (b) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer satisfaction; (c) customer satisfaction mempunyai pengaruh positif terhadap customer loyalty; (d) customer satisfaction dapat memediasi pengaruh antara service fairness, empathy dan physical environment terhadap customer loyalty.The purposes of this study are: First, to explore the effect among service fairness, empathy and physical environment on customer loyalty. Second, to explore the effect among service fairness, empathy and physical environment on satisfaction. Third, to explore the effect of customer satisfaction on customer loyalty. Fourth, to find out if customer satisfaction is able to mediate service fairness, empathy and physical environment toward customer loyalty.The population of this research are all customers from one of the coffee shopsin Jakarta.The samples are collected from one of coffee shops customers in West Jakarta. The method of data collection is purposive sampling with250 respondents. The technique of data analysis used in this study was regression analysis and mediating test to examine the hypotheses. The results are: (a) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer loyalty; (b) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer satisfaction; (c) customer satisfaction has a positive effect on customer loyalty; (d) customer satisfaction will mediate the effect between service fairness, empathy and physical environment on customer loyalty
How Perceived Usefulness And Perceived Ease Of Use Affecting Intent To Repurchase? Keni Keni
Jurnal Manajemen Vol. 24 No. 3 (2020): October 2020
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v24i3.680

Abstract

This study was commencedin order to determine whether or not perceived usefulness and perceived ease of use positively affecting consumers’ intention to repurchase, both in a direct and indirect manner through both trust and customer satisfaction. A sumof 250 respondents joined this study,whilea total of 236 data were deemed usable to be further processed and analyzed in this study. Survey method was applied in this study, in which all of the data gathered from the respondents using questionnaires which were distributed both personally and electronically. All of the data then were analyzed using PLS-SEM method. In accordance with the results, author conclude that both perceived usefulness and perceived ease of use play a significant and important role in affecting consumers’ intention to repurchase, both directly and indirectly toward customer satisfaction and trust, in which trust plays a stronger role as a mediator as compared to satisfaction.
Co-Authors Ai Ping Teoh Alex Santana Alexandra Fenetta Alvin Putra Winata Anastasia Kristinawati Anastasia Silvi Andrea Anthony Halim Bella Sutanto Burmansah Burmansah Caecelia Cynthia Limanan Callista Callista Calvin Johari Chandra Yudha Cahyadi Christian Halim Christopher Edbert Ang Clarence Clarence Clarissa Cynthia Cynthia Delvin Valentino Agustinus Edi Surya Negara Evelina Larisa Sidharta Fidelius Marlfel Fidelius Marlfel Fincent Sutanto Fransisca I. R. Dewi Fransisca Iriani Roesmala Dewi Gaus Gunawan Halbert Kurniadi Helen Veronica Hendra Wijaya Hendro Hendro I Made Genta Wedangga Ika Nurul Febrianti Ivan Adrian Jacky Sona Putra Jap Tji Beng Jimmy Jap JONATHAN WILSON CHANDRA Jorken Jorken Juliana Juliana Kanto Kanto Kristian Wibisono Leonardo Lantang Leonardo Tan Marlyn Marlyn Martono Martono Meilia Japiana Meilia Japiana Michael Finley Mira Bella Mirtsa Zahara Hadi Nicco Dhitya Arya Winata Nicholas Wilson Nico Michael Bryan Nina Perlita Paulina Kristiani Purnama Dharmawan Rafaela Winata Rasji Rasji Rian Tanjung Rita Markus Idulfilastri Rita Markus Idulfilastri Sherly Sherly Sherly Sherly Silvia Agustina SOFIA PRIMA DEWI Solikhah, Nafiah Sri Tiatri Sri Tiatri Sri Wulandari Stanly Hidajat Sudarman Kosasih Tan, Pauline H. Pattyranie Theophilus Alpha Kristiawan Valentino Wijaya Valentino Wijaya Vanya Dwi Nanda Vellisa Yolanda Verena Sandra Esmeralda Vincent Vincent Vinka Vanlia Sianata VITA BRILIANA Wei Kiong Wendy Olivia Suherli Willi Nathanael Febrian Winnie Winnie Wulan Purnama Sari Yohanes Nuhadriel