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All Journal CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Jurnal Manajemen Teori dan Terapan MABIS: Manajemen dan Bisnis

Endang Ernawati

Universitas Surabaya

Author-ID : 2444304

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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PENGARUH DIMENSI SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION SERTA PENGARUH CUSTOMER SATISFACTION DAN TRUST TERHADAP CUSTOMER LOYALTY BCA DI SURABAYA Margaretha Maria Sulayman; Endang Ernawati; Indarini Indarini
CALYPTRA Vol. 1 No. 1 (2013): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Maret)
Publisher : Perpustakaan Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (280.414 KB)

Penelitian ini bertujuan untuk menganalisis pengaruh dimensi service quality, yang terdiri dari reliability, responsiveness, empathy, assurance, dan tangibles terhadap customer satisfaction BCA di Surabaya, menganalisis pengaruh customer satisfaction terhadap customer loyalty BCA di Surabaya, serta menganalisis pengaruh trust terhadap customer loyalty BCA di Surabaya. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan metode path analysis, yang diolah dengan software LISREL v. 8.70. Penelitian ini menggunakan sampel sebanyak 150 orang yang diambil dari sejumlah nasabah BCA yang ada di Surabaya. Teknik pengambilan sampel yang digunakan adalah non probability sampling dan jenisnya adalah convenience sampling. Skala pengukuran menggunakan skala perbedaan semantik dengan skor 1 s.d 7. Dalam penelitian ini juga dilakukan uji validitas dan uji reliabilitas alat ukur, selanjutnya dilakukan uji asumsi klasik, dan uji overall model fit serta structural model fit. Hasil dari penelitian ini, yaitu: (1) Tidak ada perbedaan antara model yang dikembangkan dengan data penelitian, karena memiliki nilai probabilitas χ² 0,146 > 0,05, bahkan tingkat kesesuaiannya relatif tinggi, yaitu mencapai 98,40% (GFI). (2) Berdasarkan model struktural pertama dapat dibuktikan bahwa dimensi service quality, yang terdiri dari reliability, responsiveness, empathy, assurance, dan tangibles mempunyai pengaruh positif signifikan terhadap customer satisfaction. Kemampuan menjelaskan lima dimensi service quality tersebut secara simultan terhadap customer satisfaction relatif besar, yaitu mencapai 91,60%. (3) Berdasarkan model struktural kedua dapat dibuktikan bahwa customer satisfaction dan trust mempunyai pengaruh positif signifikan terhadap cutomer loyalty. Kemampuan menjelaskan customer satisfaction dan trust secara simultan terhadap customer loyalty juga relatif besar, yaitu mencapai 76,50%.

ANALISIS PENGARUH EKONOMI MAKRO, INDEKS DOW JONES, DAN INDEKS NIKKEI 225 TERHADAP INDEKS HARGA SAHAM GABUNGAN (IHSG) DI BEI PERIODE 2007-2011 Budi Sutanto; Werner R. Murhadi; Endang Ernawati
CALYPTRA Vol. 2 No. 1 (2013): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)
Publisher : Perpustakaan Universitas Surabaya

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Penelitian ini bertujuan untuk mengetahui pengaruh ekonomi makro terhadap IHSG agar investor dapat berinvestasi dengan baik dan benar. Variabel yang digunakan dalam penelitian ini adalah SBI, Harga Minyak Dunia, Harga Emas Dunia, Kurs Rupiah terhadap Dollar, Indeks Nikkei 225 dan Index Dow Jones. Penelitian ini menggunakan pendekatan kuantitatif dengan model analisis regresi linier berganda dan menggunakan uji stasioner pada pengolahan datanya karena terdapat data time series. Penelitian ini menggunakan periode 2007-2011. Jumlah observasi yang digunakan dalam penelitian ini adalah 360 observasi. Hasil penelitian menunjukkan bahwa variabel SBI dan Harga Minyak Dunia berpengaruh positif tidak signifikan terhadap IHSG. Variabel Harga Emas Dunia, Indeks Nikkei 225 dan Index Dow Jones berpengaruh positif signifikan terhadap IHSG. Sedangkan variabel Kurs Rupiah terhadap Dollar memiliki pengaruh negatif signifikan terhadap IHSG. Koefisien determinasi (R2) sebesar 0,6154. Hal ini menunjukkan bahwa IHSG yang dapat diterangkan oleh variabel-variabel seperti SBI, Harga Minyak Dunia, Harga Emas Dunia, Kurs Rupiah terhadap Dollar, Indeks Nikkei 225 dan Indeks Dow Jones sebesar 61,54%. Sedangkan sisanya sebesar 38,46% dapat diterangkan oleh variabel diluar variabel tersebut.

Pengaruh Mekanisme Corporate Governance Terhadap Kinerja Keuangan Badan Usaha Filia Puspitasari; Endang Ernawati
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 3 No. 2 (2010): Jurnal Manajemen Teori dan Terapan - Agustus 2010
Publisher : Universitas Airlangga

Nowdays, most researches in corporate governance field are conducted by researchers based on rising of many firms to become public corporation. According to this situation, they have to separate their functions on ownership and control of the firm. As result, it will arise agency conflict between owners and managers. The corporation enable solve the problem by apply the corporate governance mechanism optimally. This research is a replication research is conducted by Sanda et al (2005). It’s explained the specific study about the impact of corporate governance mechanism include managerial ownership, board size, outside directors, ownership concentration, and debt toward financial performance that measured by ROA, ROE, PER, and TOBINS’Q. The samples of this research are all corporations which listed at Bursa Efek Indonesia (BEI) by all sectors that delivered financial statement on time by regulation. The period of time in this research determined on 2005-2007. The model is extended by quadratic of managerial ownership, quadratic of board size, quadratic of ownership concentration, CEO foreign and firm size as control variables, and sectoral dummy. The result of this research explained that corporate governance mechanism simultaneously influence to ROA and ROE significantly. On partially, ROA is influenced by CEO foreign, debt, and firm size significantly. And ROE is inluenced by CEO foreign, firm size, and sector of basic industry significantly.

HUBUNGAN ANTARA TINGKAT HASIL DI BURSA EFEK JAKARTA DENGAN TINGKAT HASIL BERBAGAI PASAR MODAL INTERNASIONAL DITINJAU DARI SUDUT PANDANG PEMODAL INDONESIA PERIODE 1998-1999 Paulus Denny; Endang Ernawati
Journal of Management and Business Vol 2, No 1 (2003): March 2003
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Several studies in international investment give understanding about chance to invest in others countries. This article purposes to descript another investment opportunity for Indonesian investor in international area. The sample including Jakarta Stock Exchange (JSX), Strait Times Singapore (STS), Nikkei 225 Japan (Nikkei), Dow Jones Industrial Average USA (DJIA), dan Financial Times Stock Exchange (FTSE) 100 London. Data sets are weekly market return for years 1998 through 1999 periode.The result showed that in sample periode, JSX market returns have negatif relation or very little relation with others markets. Its means investors have chance to diversify their investment portfolio in international area.

PENGUJIAN EFISIENSI PASAR MODAL BENTUK LEMAH DI BURSA EFEK JAKARTA PERIODE JANUARI-JULI 2001 Merlina Widjaja; Endang Ernawati
Journal of Management and Business Vol 1, No 1 (2002): March 2002
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Since 1988, Indonesian capital market, especially Jakarta Stock Exchange has been grown fast. Then, come up questions about capital market efficiency. The capital market is efficient if the securities prices reflecting all available informations and the prices are fair. Thus, investor could not achieve abnormal return. So, with this reasons and facts, the research analyze weak form Indonesia capital market efficiency at Jakarta Stock Exchange in periode January-July 2001. This research used samples 25 emitent. Autocorrelation test, run test, and variance ratio test were used to test the capital market efficiency. The result is that Indonesian capital market is efficient in weak form with 1% significance level. It means that securities movement have random walk pattern. Thus, investors could not achieve abnormal return if just used technical analysis with past securities prices data to predict prices in the future.

INVESTORS BEHAVIOR IN INDONESIA Stephanus Rivan Limanjaya; Werner R Murhadi; Endang Ernawati
Journal of Management and Business Vol 13, No 2 (2014): SEPTEMBER 2014
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

This study aims to describe investor behavior in stock, mutual fund, and bank deposit. The psychology elements that are used in this research are mental accounting, representativeness, familiarity, considering the past, overconfidence, data mining, social interaction, fear and greed, status quo, and emotion. This research uses primary data with a help of questionnaire. The total respondent of this research is 110 people. Data collected by spreading questionnaire manually and online with the help of Google doc. The results showed that most of the respondents give positive respond to all of the elements. The element that has the highest mean value is familiarity element. It means that the respondent think that before they invest in something, they need to know first about that investment.

Co-Authors . Indarini Budi Sutanto Filia Puspitasari Margaretha Maria Sulayman Merlina Widjaja Paulus Denny Stephanus Rivan Limanjaya Werner R Murhadi

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