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All Journal IPTEK Journal of Proceedings Series CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Journal of Business & Banking E-Dimas: Jurnal Pengabdian kepada Masyarakat JPM (Jurnal Pemberdayaan Masyarakat) JEMA: Jurnal Ilmiah Bidang Akuntansi dan Manajemen JMM UNRAM (Jurnal Magister Manajemen Universitas Mataram) Ekonomi dan Bisnis MABIS: Manajemen dan Bisnis Jurnal Manajerial IMANENSI: Jurnal Ekonomi, Manajemen dan Akuntansi Islam WIDYA MANAJEMEN Keluwih: Jurnal Sosial dan Humaniora Jurnal Manajemen dan Bisnis Madani
Andajani, Erna
Fakultas Bisnis Dan Ekonomika Jurusan Manajemen Universitas Surabaya
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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PENGARUH e-WOM TERHADAP VISIT INTENTION OBJEK WISATA DI YOGYAKARTA Sahara Muzdalifah; Siti Rahayu; Erna Andajani
CALYPTRA Vol. 8 No. 1 (2019): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)
Publisher : Perpustakaan Universitas Surabaya

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Abstract

Abstrak – Penelitian ini bertujuan menguji pengaruh e-WOM terhadap Visit Intention untuk mengunjungi tempat wisata. Objek yang digunakan dalam penelitian ini adalah Yogyakarta. Penelitian ini menggunakan sampel sebanyak 150 responden. Penelitian ini menggunakan pendekatan kuantitatif melalui pengujian secara statistik. Pengujian dilakukan dengan menggunakan SEM (Structural Equation Modeling) melalui software AMOS versi 21.0 untuk menguji model pengukuran dan struktural. Hasil penelitian ini menunjukkan bahwa eWOM (Instagram) berpengaruh positif terhadap Attitude Toward City, City Image dan Intention to Visit Yogyakarta. Lalu Attitude Toward City juga terbukti berpengaruh positif terhadap City Image dan Intention to Visit Yogyakarta. Dan City Image terbukti berpengaruh positif terhadap Intention to Visit ke Yogyakarta. Kata kunci: e-WOM, Attitude Toward City, City Image, Intention to Visit Abstract – This study aimed to examine the effect of e-WOM on Visit Intention to tourist attractions. The object is taken from Yogyakarta. This study used sample of 150 respondents. This research uses quantitative approach through statistical test. The test is done by using SEM (Structural Equation Modeling) through AMOS software version 21.0 to test the measurement and structural model. The results of this study indicate that e-WOM (Instagram) proved to have a positif effect on Attitude Toward City, City Image and Intention to Visit Yogyakarta. Then Attitude Toward City also is proved to hevae a psoitif effect on City Image and Intention to Visit Yogyakarta. Also City Image is proved to have a positif effect on Intention to Visit Yogyakarta. Key words: e-WOM, Attitude Toward City, City Image, Intention to Visit
PENGARUH SATISFACTION IMAGE, DAN BEHAVIORAL INTENTION TERHADAP WORD OF MOUTH PADA FOLK MUSIC FESTIVAL Shanti Krisawati Nadhilah; Siti Rahayu; Erna Andajani
CALYPTRA Vol. 9 No. 2 (2021): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Mei)
Publisher : Perpustakaan Universitas Surabaya

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Abstract

Abstrak-Tujuan dari penelitian ini adalah untuk menentukan pengaruh Satisfaction, Image, dan Behavioral Intention, terhadap Word of Mouth pada Folk Music Festival. Variabel yang digunakan dalam penelitian ini yaitu motivations, quality of service, satisfaction, image, behavior intention, dan word of mouth. Jenis penelitian yang di gunakan adalah penelitian kausal dengan pendekatan kuantitatif. Teknis analisis data yang digunakan adalah Structural Equation Modelling (SEM) dengan menggunakan SPSS 24 for windows dan AMOS versi 22. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 150 responden. Penelitian menyimpulkan bahwa adanya pengaruh Image, Behavioral Intention, dan Word of Mouth terhadap Satisfaction pada Folk Music Festival. Kata kunci: Satisfaction, Image, Behavior Intention, Word of Mouth Abstract‐ The objective of this study is to determine the influence of Satisfaction, Image, and Behavioral Intention, to Word of Mouth at Folk Music Festival. Variable used in this research are motivations, quality of service, level of satisfaction, image, behavior intention, and word of mouth. This type of research is causal research with quantitative approach. Data analysis technique Structural Equation Modelling (SEM) using SPSS 24 for windows and AMOS version 22. The number of samples used in this study were 150 respondents. The result of this study indicate the influence of Image, Behavioral Intention, and Word of Mouth to Satisfaction at Folk Music Festival. Keyword: Satisfaction, Image, Behavior Intention, Word of Mouth
Faktor-Faktor Yang Mempengaruhi Perilaku Word Of Mouth Intention Pelanggan PadaTempat Makan Masakan Khas Jawa Di Surabaya Nurfathan Hasbiy Purwanto; Siti Rahayu; Erna Andajani
Jurnal Manajerial Vol 8 No 01 (2021): Jurnal Manajerial
Publisher : Program Studi Manajemen Universitas Muhammadiyah Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30587/jurnalmanajerial.v8i01.1858

Abstract

Background – The restaurant industry is a very competitive industry to attract and retain consumers. Restaurant owners need to understand how consumers want, need and perceptions. Word of mouth (WOM) has an important role in any effective marketing strategy for the restaurant industry. Purpose – This study aims to determine the influence of food quality, the quality of personal interaction, the quality of the physical environment, the perceived value, and the quality of the relationship (satisfaction, trust, and commitment) on the behavior of mouth-to-mouth intention of customers where to eat Javanese specialties in Surabaya. Design / Methodology / Approach – This study uses a sample of 200 respondents. The data processing method used in this research is Structural Equation Modeling (SEM) with LISREL 8.8 for Window software. The target population in this study is all people who have eaten and drank in one of the 10 places to eat Javanese specialties in Surabaya. The type of sampling in this study is accidental sampling or convenience sampling. Result and Discussion – Food quality, physical environment, personal interactional quality, perceived value have a significant positive effect on satisfaction. Satisfaction has a significant positive effect on Word of Mouth and trust. Satisfaction does not have an impact on the customer commitment to eating Javanese specialties in Surabaya. Trust has a significant positive effect on the customers' commitment to eating Javanese specialties in Surabaya. Trust and commitment have no influence on the word of mouth intention of customers to eat Javanese specialties in Surabaya. Conclusion – The results of the study found that customers of Javanese cuisine in Surabaya rated satisfaction as not the main assessment in forming a commitment to return to enjoy the food served. Business actors need to find and develop new things from other aspects such as beautifying interior and exterior buildings or increasing the variety of food and improving services and small things such as cleanliness. In the restaurant business, it is necessary to develop more value which is not owned by competitors. This makes it difficult for customers to find other alternatives. Researh Limitations – In this study, it was found that the Commitment variable alone was not sufficient in measuring the relationship between commitment and word of mouth intention, researchers needed to measure the commitment variable into three parts, namely affective commitment, calculative commitment and normative commitment. By measuring the commitment dimension, further research is expected to see how the results of the impact of the commitment dimension on word of mouth intention in the service industry.
PERAN EMOSI PELANGGAN SEBAGAI PENENTU LOYALITAS PELANGGAN RESTORAN Amabela; Erna Andajani; Juliani Dyah Trisnawati
Imanensi: Jurnal Ekonomi, Manajemen, dan Akuntansi Islam Vol 7 No 1 (2022): IMANENSI: Jurnal Ekonomi, Manajemen, dan Akuntansi Islam
Publisher : Forum Dosen Ekonomi dan Bisnis Islam (FORDEBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34202/imanensi.7.1.2022.41-52

Abstract

This study aims to analyze the effect of food quality, service quality, atmosphere, other customers, and positive and negative emotions on customer loyalty. The research method uses measurement and structural model analysis. The sample used is the Domicile Kitchen & Lounge Surabaya restaurant consumers. This study found that positive and negative customer emotions determine customer loyalty. Positive and negative emotions in this study were influenced by the quality of food and service as well as other customers, while the atmosphere had no influence on positive and negative emotions. The research implication is for restaurant owners to maintain the quality of service and food by providing feedback and conducting evaluations. Abstrak Penelitian ini bertujuan menganalisis pengaruh kualitas makanan, kualitas layanan, suasana, pelanggan lain, dan emosi positif serta negatif terhadap loyalitas pelanggan. Metode penelitian menggunakan analisis model pengukuran dan sruktural. Adapun sampel yang digunakan adalah konsumen restoran Domicile Kitchen & Lounge Surabaya. Penelitian ini menemukan emosi pelanggan yang sifatnya postif dan negatif menjadi penentu loyalitas pelanggan. Emosi positif dan negatif dalam penelitian ini dipengaruhi faktor kualitas makanan dan pelayanan serta pelanggan lain, sedangkan suasana tidak memiliki pengaruh terhadap emosi positif dan negatif. Implikasi penelitian bagi pemilik restauran agar tetap menjaga kualitas layanan dan makanan dengan memberikan feedback dan melakukan evaluasi.
PERAN KOMUNIKASI E-WORD OF MOUTH TERHADAP VISIT INTENTION OBJEK WISATA Mokhamad Favian Rizki Pratama; Erna Andajani; Siti Rahayu
Imanensi: Jurnal Ekonomi, Manajemen, dan Akuntansi Islam Vol 6 No 2 (2021): IMANENSI: Jurnal Ekonomi, Manajemen, dan Akuntansi Islam
Publisher : Forum Dosen Ekonomi dan Bisnis Islam (FORDEBI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34202/imanensi.6.2.2021.117-124

Abstract

Penelitian ini bertujuan mengetahui peran e-WOM (Instagram) terhadap Visit Intention obyek wisata di Surabaya yang dipengaruhi oleh attitude toward behavior dan destionation image. Metode penelitian menggunakan SEM (Structural Equation Modeling) dengan jumlah sampel sebanyak 150 responden yang aktif menggunakan Instagram. Penelitian ini menunjukkan e-WOM melalui Instagram berperan penting terhadap visit intention objek wisata karena menimbulkan persepsi yang sangat baik bagi wisatawan lainnya dan membentuk image Surabaya adalah destinasi wisata yang menyenangkan. Kondisi ini menimbulkan persepsi positif bagi wisatawan lainnya mengenai Surabaya. Abstract This study aims to determine the role of e-WOM (Instagram) on the visit intention of tourism objects in Surabaya which is influenced by attitude toward behavior & destination image. The research method uses SEM (Structural Equation Modeling) with a sample of 150 respondents who actively use Instagram. This study shows that e-WOM through Instagram plays an important role in the visit intention of tourist objects because it creates a very good perception for other tourists and forms the image of Surabaya as a pleasant tourist destination. This condition creates a positive perception for other tourists about Surabaya.
Menguji Determinan Individual Intention to Use pada Aplikasi Traveloka Octavianus Adi Wijaya; Erna Andajani; Siti Rahayu
Journal of Business & Banking Vol 10, No 1 (2020): Mei - Oktober 2020
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v10i1.2230

Abstract

Service and tourism companies are increasingly providing applications, one of which is Traveloka to maintain and gain a higher market share. To affect the intention to use an application,  a company needs to take a concern about the ease of the operartion, transaction security, providing an attractive promo, and also giving a good experience to users. The purpose of this study is to identify factors that influence the intention to use and actual usage such as perceived ease of use, perceived value, perceived usefulness, subjective norms, perceived trust, and image. The data were collected by a quesationnaire to 300 respondents who used the Traveloka application for the past year using a Simple Random Sampling method. The data were analysed using Structural Equation Modelling-Partial Least Square (SEM-PLS). The result indicates that perceived ease of use and perceived value do not affect the intention to use but perceived usefulness, subjective norms and perceived trust are affecting the intention to use. The intention to use also affect actual usage and image also affect actual usage.
The Effects of Mobile Payment Dimensions toward Continuance Intention in Surabaya Sandra Yunita; Erna Andajani
IPTEK Journal of Proceedings Series No 1 (2020): The 1st International Conference on Business and Engineering Management (IConBEM)
Publisher : Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j23546026.y2020i1.10861

Abstract

The 4.0 industrial revolution allows people to make payments using mobile devices which is called mobile payment. Mobile payment users in Indonesia have enlarged a significant improvement in the last few years. However, the use of mobile payment in Indonesia has not dominated yet. Most of the payments that they use are ATM Transfers, debit cards, and internet banking. These indicate the lack of continuance intention in using a mobile payment. The aim of this study is to examine the effects of mobile payments dimension (mobility, customization, security, reputation), service quality toward continuance intention through trust, and also the effects of trust toward continuance intention through perceived risk. The data used in this study are obtained through a research questionnaire. Respondents in this study were 170 Go-Pay and OVO users domiciled in Surabaya who made transactions with Go-Pay and OVO at least twice in the last few months. The sampling method of this study was non-probability sampling. This study uses a quantitative approach with the Structural Equation Modeling (SEM) method for statistical test. SEM analysis was carried out using the Analysis of Moment Structures (AMOS). The results of this study indicate that mobility and security have a significant positive effect on trust. On the other hand customization, reputation, and service quality do not affect trust. Trust has a significant positive effect on continuance intention and perceived risk. Meanwhile, the perceived risk made a significant negative effect on continuance intention.
Pengaruh Logistics Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Industri Ritel di Indonesia Adi Prasetyo Tedjakusuma; Auliya Delananda; Erna Andajani
Keluwih: Jurnal Sosial dan Humaniora Vol. 1 No. 1 (2020): Keluwih: Jurnal Sosial dan Humaniora (April)
Publisher : Direktorat Penerbitan dan Publikasi Ilmiah, Universitas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/soshum.v1i1.2669

Abstract

Abstract—The service industry sector has great potential for increasing economic growth, in which this sector can contribute to improving national GDP, job creation, and poverty reduction. This study aims to determine and analyze the effect of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store. Data processing was done using a quantitative approach and this type of research is causal research. The variables used in this study were logistics service quality, customer satisfaction, and customer loyalty. The data analysis technique used was Multiple Linear Regression using the SPSS 18.0 for window program. This study used a sample of respondents who have shopped online at Matahari Department Store at least once a year with a total sample of 200 respondents. The results of this study indicate the influence of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store. Keywords: Logistics service quality, customer satisfaction, customer loyalty Abstrak— Sektor industri jasa memiliki potensi besar untuk meningkatan pertumbuhan ekonomi dan dapat berkontribusi terhadap peningkatan PDB nasional, penciptaan lapangan kerja, dan pengurangan kemiskinan. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Logistics Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada Matahari Department Store. Pengolahan data dilakukan dengan menggunakan pendekatan kuantitatif dan jenis penelitian ini adalah penelitian kausal. Variabel yang digunakan dalam penelitian ini yaitu logistics service quality, customer satisfaction, dan customer loyalty. Teknis analisis data yang digunakan adalah Regresi Linear Berganda dengan menggunakan program SPSS 18.0 for window. Penelitian ini menggunakan sampel berupa responden yang pernah berbelanja online di Matahari Department Store minimal 1 kali dalam setahun dengan jumlah sampel yang digunakan dalam penelitian ini adalah 200 responden. Hasil penelitian ini menunjukkan adanya pengaruh Logistics Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada Matahari Department Store. Kata kunci: Logistics service quality, customer satisfaction, customer loyalty
Pengaruh Servicescape Terhadap Customer Loyalty Restoran Limited Service di McDonald's Surabaya Rizky Ardi Purnama; Erna Andajani
Ekonomi dan Bisnis Vol 6, No 2 (2019): Ekonomi dan Bisnis
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Pembangunan Nasional Veteran Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35590/jeb.v6i2.1233

Abstract

Tujuan dari makalah ini adalah untuk menganalisis pengaruh servicescape baik dalam hal pementasan substansial dan pementasan komunikatif pada emosi konsumen restoran limited-service (McDonald's) di Surabaya yang menghasilkan kepuasan pelanggan dan ditampilkan dalam perilaku loyalitas, yaitu niat kembali (return intention), WOM intention, dan EWOM intention. Metodologi yang digunakan dalam makalah ini adalah Survei dengan SEM analisis. Hasil penelitian menunjukkan bahwa: 1.Ada pengaruh positif dan signifikan antara Substatntive Staging of Servicescape (SSoS) pada emosi pelanggan; 2. Ada pengaruh positif dan signifikan dari Communicative Staging of servicescape (CSoS) pada emosi pelanggan; 3.Ada pengaruh positif dan signifikan emosi pelanggan terhadap kepuasan; 4.Ada pengaruh positif dan signifikan dari kepuasan terhadap Subyektif - Kesejahteraan (SWB); 5.Ada pengaruh positif tetapi tidak signifikan kepuasan pada Keseluruhan Kualitas Hidup (QoL); 6.Ada pengaruh positif dan signifikan dari Subjektif-Kesejahteraan (SWB) pada Kualitas Hidup secara keseluruhan; 7.Ada pengaruh positif dan signifikan kepuasan terhadap loyalitas pelanggan; 8. Ada pengaruh positif dan signifikan dari loyalitas pelanggan pada niat pengembalian; 9. Ada pengaruh positif dan signifikan dari loyalitas pelanggan pada niat WOM; 10.Ada pengaruh positif dan signifikan dari loyalitas pelanggan pada niat EWOM.
Sosialisasi Kekompakan Tim Melalui Outbound pada Kelompok Sadar Wisata Desa Mojo Kabupaten Bojonegoro Erna andajani; Siti Rahayu; Andriani Eko Prihatiningrum
Jurnal Pemberdayaan Masyarakat Vol 3 No 2 (2018): November
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat (LPPM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (221.07 KB) | DOI: 10.21067/jpm.v3i2.2702

Abstract

The socialization program for team cohesiveness was carried out at the Tourism Awareness Group (Pokdarwis) of Mojo Village. This Pokdarwis has just been formed and has a role in managing boat tours and star fruit plantation tourism owned by Mojo Village. Boat tours and star fruit gardens are the mainstay of Mojo Village. The socialization for team cohesiveness was carried out with 33 people targeting the entire Pokdarwis group. Outbound activities are carried out indoors and outdoors for one full day. The purpose of outbound activities is to build the work of the Pokdarwis team as a whole and foster motivation among Pokdarwis members. The success of the socialization program was seen from the enthusiasm of Pokdarwis during outbound and through filling out questionnaires from members of Pokdarwis. Pokdarwis members have internal motivation that is better than external motivation. Internal motivation leads to self-motivation of Pokdarwis members, while external motivation refers to factors outside oneself. The results of data processing indicate that Pokdarwis Mojo also has good team cohesiveness. Compact teamwork and strong self motivation are very much needed by Pokdarwis in developing tourism in Mojo Village.
Co-Authors Adi Prasetyo Tedjakusuma Adrianus Alen Junaidi Amabela Amanda Elisia Ardine Andriani Eko Prihatiningrum, Andriani Eko Arif Herlambang Auliya Delananda Cindy Priscillia Clara Amelia Kuswandi Endah Asmawati Felix Handani Fitri Novia Widjaja Hazrul Iswadi Ida Fitriani Ika Mutia Lestari Jeffry Andreanto Ferdian Juliani Dyah Trisnawati Liang Rosah Lina Lindya Aqmarina Ghaisani Livia Chessa Lorenzia Merlin Setiawan Mokhamad Favian Rizki Pratama Natasha Naftali Nita Lintang Sekarrini Nurfathan Hasbiy Purwanto Nurul Badriyah Octavianus Adi Wijaya Patrada, Rolan Priskadina Febriati Rizky Ardi Purnama Sahara Muzdalifah Sandra Yunita Shanti Krisawati Nadhilah Shella Dwi Cahyanti Siti Rahayu Siti Rahayu Siti Rahayu Siti Rahayu Stefanus Budy Widjaja Veny Megawati Werner R Murhadi Yayon Pamula Mukti Zunairoh Zunairoh