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Agustinus Yanuar Budhi Heriyanto
Universitas MH Thamrin
Economics, Econometrics & Finance

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PENGARUH KOMUNIKASI INTERPERSONAL, KUALITAS PELAYANAN CUSTOMER SERVICE DAN CITRA MEREK TERHADAP KEPUASAN NASABAH PADA PENGGUNA APLIKASI BRImo Agustinus Yanuar Budhi Heriyanto; Mutiara Ranti; Ahmad Rojikun; Fery Hernaningsih
Ekonomika Vol 14 No 2 (2021): Jurnal Ilmiah Ekonomika
Publisher : Fakultas Ekonomi dan Bisnis Universitas Baturaja

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The quality of the company plays an active role in increasing customer satisfaction through variables that influence it, including interpersonal communication, customer service quality, and brand image. The problem formulation of this research is whether interpersonal communication, customer service quality, and brand image have a significant effect on customer satisfaction. This research method is descriptive quantitative. The research was conducted by searching for primary data through questionnaires to customers which was carried out using probability sampling method so that 100 samples were obtained from 133 populations. The research data was processed by statistical analysis with Validity Test, Reliability Test, Classical Assumption Test, Multiple Linear Regression Analysis, Coefficient of Determination, and Hypothesis Testing (t-test and f-test). The aims of this study are to determine the effect of: interpersonal communication, customer service quality and brand image on customer satisfaction. The results of the study are: 1) interpersonal communication has a significant effect on customer satisfaction. 2) the quality of customer service has a significant effect on customer satisfaction. 3) brand image has a significant effect on customer satisfaction. 4) interpersonal communication, customer service quality, and brand image together have a significant effect on customer satisfaction. Suggestions for further researchers to conduct further research discussing a wider scope such as adding other variables.
Pengaruh Brand Image, Kualitas Layanan Internet Banking, dan Tingkat Kepuasan Terhadap Loyalitas Pengguna (Studi Kasus Pada PT. Bank Rakyat Indonesia (Persero) Tbk., Kantor Cabang Khusus) Agustinus Yanuar Budhi Heriyanto; Hasan Basri; Lily Nabilah; Irna Mulyanti
Ekonomika Vol 15 No 1 (2022): Jurnal Ilmiah Ekonomika
Publisher : Fakultas Ekonomi dan Bisnis Universitas Baturaja

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This study examines the influence of Brand image, service quality, and rate of satisfaction on customer loyalthy (for example, customer PT Bank Rakyat Indonesia-Persero). The independent variables in this study are Brand Image, Service Quality, and Rate of Satisfaction. This is the customer loyalthy made by a PT. Bank Rakyat Indonesia (Persero). The data collection method is used by sending questionnaires. The analysis method used in this study are based on the data of 100 customers of PT. Bank Rakyat Indonesia, using the coefficient of determination analysis, multiple regression analysis F-test and SPSS 26.00 testversion. It can be seen from the t-test results that the brand image t-value is 2.080, the service quality t-value is 8.052, and the rate of satisfaction t-value is 3.255, which are all greater than the t intable 1.688. This indicates that the brand image, the service quality and the rate of satisfaction may have a positive impact on the customer loyalthy of PT. Bank Rakyat Indonesia. F-count>F-table or 31.004>2.87or significance level (signal) 0.000. The adjusted definition shows that the influence of brand image, the service quality, and the rate of satisfaction are 69.8%.In this study, the adjusted R2 value is 69.8%, which means that the dependent variable of PT Bank Rakyat Indonesia’s customers maybe different. We canuse 69.8% of the model to explain using explanatory variables, and there maining 30.2% isused for other variables besides independent variables, namely the contribution of the brand image, the service quality, and the rate of satisfaction. the remaining 30.2%, namely the level of other variables that are not related to Brand Image, Service Quality, and Satisfaction Level.
PENGARUH KOMUNIKASI, KONFLIK, DAN STRESS KERJA TERHADAP PRODUKTIVITAS KARYAWAN PT SUMIYATI EKSPORT IMPORT INTERNASIONAL Fransiscus Xaverius Pudjo Wibowo; Asri Warnanti; Gregorius Widiyanto; Agustinus Yanuar Budhi Heriyanto
Ekonomika Vol 15 No 2 (2022): Jurnal Ilmiah Ekonomika
Publisher : Fakultas Ekonomi dan Bisnis Universitas Baturaja

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The purpose of this study was to determine the Communication, Conflict and Work Stress partially (alone) and simultaneously (together) on the Productivity of PT Sumiyati Export Import International Employees in Yogyakarta City. The research was conducted by distributing questionnaires, while the research method was using Simple Random Sampling. The independent variables in this study are communication, conflict and work stress. On the other hand, the dependent variable in this study is Employee Productivity of PT Sumiyati Export Import International in Yogyakarta City. The data collection method was used by distributing questionnaires directly to employees of PT Sumiyati Export Import International with a total of 80 Employees. The analytical method used in this research is the analysis of the coefficient of determination, the multiple regression analysis of the F test and the t test, using SPSS Version 25.00. The t test shows that communication, conflict and work stress partially (alone) have a positive relationship and significantly affect the productivity of PT Sumiyati Export Import International employees in the city of Yogyakarta and there is a simultaneous (together) effect between work stress, conflict and communication on employee productivity at PT Sumiyati Export Import International in Yogyakarta City. The adjusted R2 value is 88.8, % of the contribution of communication variables, conflict and work stress to the productivity of PT Sumiyati Export Import International Yogyakarta City employees and the remaining 15.6% is explained by other factors.
Co-Authors Ahmad Rojikun Asri Warnanti Fery Hernaningsih Fransiscus Xaverius Pudjo Wibowo Gregorius Widiyanto Hasan Basri Irna Mulyanti Lily Nabilah Mutiara Ranti