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All Journal Jurnal Bisnis dan Manajemen Wacana, Jurnal Sosial dan Humaniora
Sudjatno Sudjatno
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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PENGARUH PENGALAMAN MEREK TERHADAP LOYALITAS MEREK MELALUI MEDIASI KEPUASAN MEREK DAN KEPERCAYAAN MEREK (Studi Pada Kuliner Khas Kota Malang) Andrey Olaf Yeriko Panjaitan; Rofiaty Rofiaty; Sudjatno Sudjatno
Jurnal Bisnis dan Manajemen Vol 3, No 2 (2016): Jurnal Bisnis dan Manajemen Volume 3 Nomor 2 Tahun 2016
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (403.637 KB) | DOI: 10.26905/jbm.v3i2.417

Abstract

The research objective was to examine the influence of the brand experience, brand satisfaction, and brand trust toward brand loyalty. The quantitative research approach of this research was Path Analysis (Path Analysis). The population is all the people who've made a purchase on the 8 (eight) objects typical culinary Malang. The sampling method is Non-Probability Sampling and sampling technique is purposive sampling. Data sources are primary and secondary. Primary data is data results of the questionnaire testing the research instrument using validity and reliability test. The results showed that the experience of the brand had a significant influence on the satisfaction of the brand, the brand experience had a significant influence on brand trust, brand experience had no significant effect on brand loyalty, satisfaction brand had a significant influence on brand loyalty, brand trust had a significant influence on brand loyalty , experience the brand had an influence indirectly significant brand loyalty through mediation brand satisfaction, and brand experiences have indirect effect on brand loyalty through the mediation of confidence in the brand.
Customer Satisfaction as an Influence Mediation of Service Quality, Financial Considerations, Convenience Toward Switching Behavior (Study on Customer of PT. Bank Central Asia Tbk, Branch Malang) Kanti Rahayu; Rofiaty Rofiaty; Sudjatno Sudjatno
Wacana Journal of Social and Humanity Studies Vol. 20 No. 1 (2017)
Publisher : Sekolah Pascasarjana Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1032.848 KB) | DOI: 10.21776/ub.wacana.2017.020.01.1

Abstract

This research has discussed switching behavior problem mediated by customer satisfaction. The aims of this research are to understand customer satisfaction dimension which are consist of service quality, financial considerations, and convenience in its influence towards switching behavior, by using survey of 200 inactive customer to verify research hypothesis. Data analysis using Partial Least Square (PLS) analysis methods toward customer of PT. Bank Central Asia, Tbk branch Malang. This result research has shown that service quality significantly influence to switching behavior financial consideration significantly influence to switching behavior in term of low savings rate dimension, but insignificant to administration fee and loan interest, convenience insignificantly influence to switching behavior in terms of ATM and service hours. New findings that convenience is also involve provided parking lot, almost in every branch office of BCA in Malang complaining the same thing.
Co-Authors Andrey Olaf Yeriko Panjaitan Kanti Rahayu Rofiaty, Rofiaty