Garuda - Garba Rujukan Digital

Pengaruh Kepercayaan Dan Kualitas Pelayanan Terhadap Repurchase Intention Melalui Kepuasan (Studi Pada Bpr Catur Artha Jaya Di Kudus) Fatin, Sania Khairunissa; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1533.711 KB)

Abstract: This study aims to determine the effect of trust and service quality on repurchase intention through satisfaction. The population in this study were the customers of BPR Catur Artha Jaya Kudus with a total sample of 100 respondents. The data used are primary and secondary data, namely questionnaires, the results of calculations on the SPSS application, and previous thesis literature studies. This research is an explanatory research. The sampling uses non-probability sampling method with purposive sampling and accidental sampling technique. Data-collecting uses questionnaire. This research uses quantitative analysis with validity, reliability, correlation coefficient, determination coefficient, simple regression, t test. The data analysis technique used is linear regression analysis with the SPSS version 2.1 application program. The results of the correlation coefficient of the trust variable on satisfaction and service quality on satisfaction has a strong relationship. The coefficient of determination of satisfaction can be explained by the value of 34,7% by repurchase intention. The coefficient of determination of repurchase intention can be explained at 18.3% by trust and 41,7% by service quality.Â Keywords: Trust; Service quality; Repurchase intention; SatisfactionÂ Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh kepercayaan dan kualitas pelayanan terhadap repurchase intention melalui kepuasan. Populasi dalam penelitian ini adalah nasabah BPR Catur Artha Jaya di Kudus dengan jumlah sampel sebanyak 100 responden. Data yang digunakan adalah data primer dan sekunder yaitu kuesioner, hasil perhitungan pada aplikasi SPSS, dan studi pustaka skripsi terdahulu. Penelitian ini adalah explanatory research, pengambilan sampel menggunakan metode nonprobability sampling dengan teknik purposive sampling dan accidental ampling. Pengumpulan data menggunakan kuesioner. Penelitian ini menggunakan analisis kuantitatif dengan validitas, reliabilitas, koefisien korelasi, koefisien determinasi, regresi sederhana, uji t. Teknik analisis data yang digunakan adalah teknik analisis regresi linear dengan program aplikasi SPSS versi 2.1. Hasil uji koefisien korelasi variabel kepercayaan terhadap kepuasan dan variabel kualitas pelayanan terhadap kepuasan memiliki hubungan yang kuat. Koefisien determinasi kepuasan dapat dijelaskan senilai 34,7% oleh repurchase intention. Koefisien determinasi repurchase intention dapat dijelaskan senilai 18,3% oleh kepercayaan dan 41,7% oleh kualitas pelayanan.Â Kata kunci: Kepecayaan; Kualitas prlayanan; Repurchase intention; Kepuasan

Pengaruh Website Design dan E-Service Quality Terhadap E-Repurchase Intention Melalui E-Trust (Studi pada Pelanggan Lazada di FISIP Universitas Diponegoro) Santoso, Verensia Audre; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (2307.719 KB)

Abstract: The goals of this research is to determine the effect ofawebsite design and e- service quality on e-repurchase intenton through e-trust. The population is all Lazada consumers at the Faculty ofaSocial and Political Sciences at Diponegoro University, while the sample is 100 Lazada consumers using purposive sampling. This type ofÂ research is explanatory research. Processing data in this study using SPSS 23.0 for Windows software, in which the reliability test, validity test, correlation coefficient test, determination coefficient test, simple and multiple regression test, significance test (t test and F test) and single test were carried out. The sobel test results state that e-trust partially mediates between website design andae-service quality on e-repurchase intention. Basedzon the results ofzthe analysis ofzthe variable coefficient test for website design and e-service quality on e-repurchase intention, it has aÂ strongÂ enoughÂ relationship.Â Basedaon these results, it is suggested that Lazada can improve the quality of website design, improve service quality and need to focus on customerÂ satisfactionÂ and increaseÂ the credibility that is owned so that consumers arise trust and are interested in making repeat purchases at Lazada.Â Keywords: Website design, E-service quality, E-trust, E-repurchase intentionÂ Abstrak: Penelitian ini ditujukan untuk mengetahui pengaruh antara website design dan e- service quality terhadap e-repurchase intention melaluiÂ e-trust. Populasi dalam penelitian ini adalah seluruh konsumen LazadaÂ diÂ FakultasÂ IlmuÂ SosialÂ danÂ IlmuÂ Politik Universitas Diponegoro, sedangkan sampel dari penelitian ini adalah 100Â konsumenÂ Lazada dengan menggunakan teknik pengambilan purposive sampling. Tipe penelitian ini merupakan explanatory research. Pengolahan data pada penelitian ini menggunakan SPSS 23.0 for Windows, di mana dilakukan uji validitas, ujiÂ reliabilitas, ujiÂ koefisien korelasi,Â uji koefisienÂ determinasi, ujiÂ regresiÂ linearÂ sederhanaÂ danÂ berganda, ujiÂ signifikansi (ujiÂ t dan uji F) dan uji sobel. Hasil uji sobel menyatakan bahwa e-trust memediasi parsialÂ antara website design dan e-service quality terhadap e-repurchase intention. Berdasarkan hasil analisis uji koefisien variabel website design dan e-service quality terhadap e- repurchase intention memiliki hubungan yang cukup kuat. Berdasarkan hasil tersebut maka disarankan agar Lazada dapat meningkatkan kualitas website design, meningkatkan kualitas layananÂ Â sertaÂ Â perluÂ Â memfokuskanÂ Â terhadapÂ Â kepuasanÂ Â Â konsumenÂ Â Â danÂ meningkatkan kredibilitas yang dimiliki sehingga konsumen timbul kepercayaan dan berminat untuk melakukan pembelian ulang di Lazada.Kata kunci: Website design, E-service quality, E-trust, E-repurchase intention.

Pengaruh Fasilitas Wisata Dan Kualitas Pelayanan Terhadap Niat Berkunjung Kembali Melalui Kepuasan Pengunjung (Studi Obyek Wisata Goa Kreo Kota Semarang) Septianing, Aldilla Dwi; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (3371.413 KB)

Abstract: Semarang City can be called a tourist city because there are so many interesting tourist attractions in Semarang, such as historical, religious, and natural attractions that offer beautiful views, one of which is Goa Kreo Tourism Object. This study aims to explain the influence given by tourism and service quality on visitor satisfaction at Goa Kreo, Semarang City. The type of research used is explanatory research, with sampling using non-probability techniques with purposive sampling method, to those who are visitors to Goa Kreo, Semarang City. Quantitative data analysis techniques used analysis of Structural Equation Model Partial Least Square (SEM-PLS) with Warp-PLS 6.0 software. The results of the study concluded that the overall hypothesis formulation had a significant effect, the facilities and quality of tourism services had a significant effect on visitor satisfaction, with path coefficients of 0.293 and 0.409; visitor satisfaction is significant at the visit, with a path coefficient of 0.240; the quality of tourism facilities and services returned significantly to goodwill, with path coefficients of 0.528 and 0.152; Tourist facilities and service quality have a significant effect on the intention to return from visitor satisfaction as an intervention variable with a path coefficient of 0.07 and 0.098.Â Keywords: Intention to Visit Again; Partial Least Square (PLS); Service Quality; Tourist Facilities; Visitor Satisfaction;Â Abstrak: Kota Semarang bisa disebut sebagai kota wisata karena banyak tempat wisata yang menarik di Semarang, seperti wisata sejarah, religi, maupun wisata alam yang menyuguhkan pemandangan sangat indah, salah satunya adalah Obyek Wisata Goa Kreo. Penelitian ini bertujuan untuk menjelaskan pengaruh yang diberikan oleh fasilitas wisata dan kualitas pelayanan terhadap niat berkunjung kembali melalui kepuasan pengunjung wisata Goa Kreo Kota Semarang. Jenis penelitian yang digunakan adalah explanatory research, dengan pengambilan sampel menggunakan teknik non-probability dengan metode purposive sampling, terhadap responden yang merupakan pengunjung wisata Goa Kreo Kota Semarang. Teknik analisis data kuantitatif menggunakan analisis Structural Equation Model Partial Least Square (SEM-PLS) dengan software Warp-PLS 6.0. Hasil penelitian ini memberikan kesimpulan bahwa rumusan hipotesis secara keseluruhan berpengaruh signifikan, fasilitas wisata dan kualitas pelayanan signifikan terhadap kepuasan pengunjung, dengan koefisien jalur masing-masing sebesar 0,293 dan 0,409; kepuasan pengunjung signifikan terhadap niat berkunjung kembali, dengan koefisien jalur sebesar 0,240; fasilitas wisata dan kualitas pelayanan signifikan terhadap niat berkunjung kembali, dengan koefisien jalur masing-masing sebesar 0,528 dan 0,152; fasilitas wisata dan kualitas pelayanan berpengaruh signifikan terhadap niat berkunjung kembali melalui kepuasan pengunjung sebagai variabel intervening dengan koefisien jalur masing-masing sebesar 0,07 dan 0,098.Â Kata Kunci: Niat Berkunjung Kembali; Partial Least Square (PLS); Kualitas Pelayanan; Fasilitas Wisata; Kepuasan Pengunjung

Pengaruh Produk Wisata dan Citra Destinasi terhadap Niat Berperilaku melalui Nilai Pelanggan (Studi pada Pengunjung Domestik Candi Ratu Boko Jogjakarta) Nuha, Zahrotun Ulin; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1642.193 KB)

Abstract: Ratu Boko Temple is one of the natural tourism object in Jogjakarta who experienced an increase the number of visitors in 2016, but the number of visitors has fluctuating decline even in 2017 until 2019. The purpose of this research is to find out the influence of the Tourism Product and Destination Image on Behavioral Intention through Perceived Value as an intervening variable study of Domestic Visitors to Ratu Boko Temple. The type of research is explanatory research. The technique of collecting data using aÂ questionnaire with.the sampling technique using accidental sampling and purposive sampling. The number of sample is 100 respondent. Data analysis used validity and reabilitas test, correlation coefficient, coefficient of the determination, simple linear regression, multiple linear regression, and test of significance (one-tailed) with IBM SPSS version 23.0. The results showed a positive effect of tourism product and destination image on perceived value and perceived value has positive influence on behavioral intention. Recommendations for the managers of tourism destinations to build a strategy to be able to create preceived consumer value through the advantages of destination product and destinations in Ratu Boko Temple, so the tourist numbers can increas.Â Keywords: Behavioral Intention; Destination Image; Preceived Value; Tourism Product Â Abstrak: Candi Ratu Boko merupakan salah satu objek wisata alam di Jogjakarta yang mengalami peningkatan jumlah pengunjung pada tahun 2016, namun jumlah pengunjung mengalami fluktuatif bahkan penurunan jumlah pengunjung terjadi pada tahun 2017 - 2019. Tujuan dari pelaksanaan penelitian ini yaitu untuk mengetahui pengaruh Produk Wisata dan Citra Destinasi terhadap Niat Berperilaku melalui Nilai Pelanggan sebagai variabel intervening yang dilakukan kepada pengunjung domestik Candi Ratu Boko. Tipe penelitian yang digunakan adalah explanatory research. Teknik pengumpulan data menggunakan kuesioner, dengan pengambilan sampel menggunakan teknik purposive sampling dan accidental sampling. Jumlah sampel sebanyak 100 responden yang merupakan pengunjung Candi Ratu Boko, Jogjakarta. Analisis data menggunakan uji validitas, uji reliabilitas, koefisien korelasi, koefisien determinasi, uji regresi, uji signifikansi (uji t dan uji F), dan analisis regresi berganda. Penelitian ini menggunakan alat bantu software IBM SPSS versi 23.0. Hasil penelitian menunjukkan terdapat pengaruh positif produk wisata dan citra destinasi terhadap nilai pelanggan dan nilai pelanggan berpengaruh positif terhadap niat berperilaku. Rekomendasi bagi pihak pengelola destinasi wisata untuk membangun strategi agar mampu menciptakan penilaian pelanggan melalui keunggulan produk wisata dan destinasi yang ditawarkan Candi Ratu Boko, sehingga meningkatkan jumlah kunjungan.Â Kata kunci: Citra Destinai; Niat Berperilaku; Nilai Pelanggan; Produk Wisata

Pengaruh Brand Image Dan Service Quality Terhadap Repurchase Intention Melalui Cutomer Value Sebagai Variabel Intervening (Studi Pada Pengguna Jasa Bus PT. Pahala Kencana Cabang Kudus Jurusan Kudus-Jakarta Kelas Eksekutif) Prasetya, Dony Eka; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (397.072 KB)

Abstract: As one of the pioneers of bus transportation services, Pahala Kencana has become a consumer choice as evidenced by still operating, besides strategic pool garage locations, easy bus ticket information, new bus fleet facilities are reasons for consumers to choose to use Pahala Kencana bus transportation services so that the value of customers will be good and remain loyal to reuse Pahala Kencana bus transportation services. The purpose of this study was to determine the effect of brand image and service quality on repurchase decisions through customer value. The number of samples is 100 respondents with the sampling technique using purposive sampling technique. This type of research is explanatory research. This research uses SmartPLS 3.2.8 for Windows software tools. The results showed that brand image had a positive and significant effect on repurchase decisions, service quality had a positive and significant effect on repurchase decisions. In addition, brand image has a positive and significant effect on customer value and service quality has a positive and significant effect on customer value. Suggestions for companies to improve service quality, keep bus fleets clean and evaluate customer value and follow trends regarding interior and exterior design, hold technical training for employees who can improve service quality and get good reviews from customers so that it affects the brand image and increases desire customers to faithfully reuse Pahala Kencana bus transportation services.Â Keywords: brand image; service quality; customer value; repurchase intentionÂ Abstrak:.Sebagai salah satu pelopor jasa transportasi bus, Pahala Kencana menjadi pilihan konsumen dibuktikan dengan masih tetap eksis beroperasi , selain itu lokasi garasi pool strategis, informasi tiket bus mudah, fasilitas armada bus baru menjadi alasan konsumen untuk memilih menggunakan jasa transportasi bus Pahala Kencana sehingga nilai dari pelanggan akan baik dan tetap setia menggunakan kembali jasa transportasi bus Pahala Kencana . Tujuan penelitian ini untuk mengetahui Â pengaruh citra merek dan kualitas layanan terhadap keputusan pembelian ulang melalui nilai pelanggan. Jumlah sampel yaitu 100 responden dengan teknik pengambilan sampel menggunakan teknik purposive sampling. Tipe penelitian ini adalah explanatory research. Penelitian ini menggunakan alat bantu software SmartPLS 3.2.8 for Windows. Hasil penelitian menunjukkan bahwa citra merek berpengaruh positif dan signifikan terhadap keputusan pembelian ulang, kualitas layanan berpengaruh positif dan signifikan terhadap keputusan pembelian ulang. Selain itu, citra merek berpengaruh positif dan signifikan terhadap nilai pelanggan serta kualitas layanan berpengaruh positif dan signifikan terhadap nilai pelanggan. Saran bagi perusahaan untuk meningkatkan kualitas layanan, menjaga kebersihan armada bus dan mengevaluasi nilai pelanggan serta mengikuti trend mengenai desain interior dan eksterior, mengadakan pelatihan teknis bagi pegawai yang dapat meningkatkan kualitas layanan dan mendapat penilaian yang baik dari pelanggan sehingga berpengaruh terhadap citra merek serta meningkatkan keinginan pelanggan untuk setia menggunakan kembali jasa transportasi bus Pahala Kencana.Â Kata kunci: Citra Merek; Kualitas Layanan; Nilai Pelanggan; Keputusan Pembelian Ulang.

Analisis Model Keputusan Berkunjung Ulang terhadap Loyalitas Pelanggan Primasari, Dyah; Farida, Naili; Kartini, Apoina
HIGEIA (Journal of Public Health Research and Development) Vol 5 No 2 (2021): HIGEIA: April 2021
Publisher : Jurusan Ilmu Kesehatan Masyarakat, Fakultas Ilmu Keolahragaan, Universitas Negeri Semarang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/higeia.v5i2.40226

Healthcare industry has a challenge of transforming customers satisfied into customers loyalty. The increasing number of hospitals in Central Java pushed the hospital to try to remain a community choice. Hospitals need to make new services to maintaining the company. This study aimed to analyze the influence of service quality, religiosity, and customer value which were mediated by revisit toward customer loyalty at the S beauty clinic in Semarang. The respondents were all customers who have been doing treatment or buying beauty products at S beauty clinic. 99 respondents were selected using accidental sampling. The data were analyzed by Partial Least Square (PLS). The results showed that there was an influence of customerâ€™s value (T-statistic = 4.570) toward revisit decision, but ini the context of service quality (T-statistic = 0.362) and religiosity (T-statistic = 1.181) did not give any influence toward revisit decision. Whereas, the revisit decision (T-statistic = 15.598) gave influence toward customer loyalty. This indicates that the patient who are revisit is loyal customer to S Beauty Clinic. Keywords: Revisit, Customer Loyalty

Pengaruh Perceived Value Dan Citra Rumah Sakit Terhadap Niat Kunjungan Ulang Melalui Kepercayaan pada Rumah Sakit Rosiana, Alifa Nasyahta; Farida, Naili; Arso, Septo Pawelas
HIGEIA (Journal of Public Health Research and Development) Vol 5 No 3 (2021): HIGEIA: Juli 2021 (Article in Press)
Publisher : Jurusan Ilmu Kesehatan Masyarakat, Fakultas Ilmu Keolahragaan, Universitas Negeri Semarang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/higeia.v5i3.41991

ABSTRAK Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh perceived value dan citra Rumah Sakit terhadap niat kunjungan ulang pasien melalui kepercayaan pada Rumah Sakit di Instalasi Rawat Jalan RSIA Anugerah Pekalongan. Penelitian ini merupakan penelitian observasional dengan pendekatan cross sectional. Pengambilan sampel menggunakan teknik pendekatan sampling convenience sampling dengan sampling aksidental sebanyak 305 responden yang merupakan pasien di instalasi rawat jalan RSIA Anugerah Pekalongan. Teknik pengumpulan data menggunakan kuesioner. Analisis data menggunakan SEM dengan software AMOS 24. Setelah dilakukan analisis didapatkan bahwa perceived value berpengaruh terhadap niat kunjungan ulang secara signifikan, citra rumah sakit berpengaruh terhadap niat kunjungan ulang secara sginifikan, dan kepercayaan berpengaruh terhadap niat kunjungan ulang secara signifikan. Saran yang diberikan agar dapat meningkatkan niat kunjungan ulang berdspek asarkan aspek perceived value adalah dengan memberikan informasi lebih jelas kepada pasien dan keluarga pasien mengenai waktu tunggu. Pada citra rumah sakit diharapkan dapat meningkatkan sikap ramah petugas dan bekerjasama dengan BPJS kesehatan. Pada aspek kepercayaan dengan meningkatkan koordinasi petugas informasi dan petugas poliklinik agar informasi yang disampaikan lebih jelas. Pada aspek niat kunjungan ulang dapat ditingkatkan dengan berkerja sama dengan BPJS kesehatan. Kata kunci: perceived value, citra rumah sakit, niat kunjungan ulang ABSTRACT This research was aimed to determine and analyze the influnce of perceived value and hospital image toward revisiting intention by analizing trust to Outpatient ward in RSIA Anugerah Pekalongan. This research was observational study with a cross sectional design. Sampling was used convenience method with accidental sampling from 305 respondent in outpatient ward RSIA Anugerah. Data was collected using questionnaire. The data was processed using SEM with AMOS 24 software. The result showed that perceived value had significant impact to revisiting intention, hospital image had significant impact to revisiting intention, and trust had significant impact to revisiting intention. This study could give sugestion to hospital management for improving their service.

Analisis Model Keputusan Berkunjung Ulang terhadap Loyalitas Pelanggan Primasari, Dyah; Farida, Naili; Kartini, Apoina
HIGEIA (Journal of Public Health Research and Development) Vol 5 No 2 (2021): HIGEIA: April 2021
Publisher : Jurusan Ilmu Kesehatan Masyarakat, Fakultas Ilmu Keolahragaan, Universitas Negeri Semarang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/higeia.v5i2.40226

Healthcare industry has a challenge of transforming customers satisfied into customers loyalty. The increasing number of hospitals in Central Java pushed the hospital to try to remain a community choice. Hospitals need to make new services to maintaining the company. This study aimed to analyze the influence of service quality, religiosity, and customer value which were mediated by revisit toward customer loyalty at the S beauty clinic in Semarang. The respondents were all customers who have been doing treatment or buying beauty products at S beauty clinic. 99 respondents were selected using accidental sampling. The data were analyzed by Partial Least Square (PLS). The results showed that there was an influence of customer’s value (T-statistic = 4.570) toward revisit decision, but ini the context of service quality (T-statistic = 0.362) and religiosity (T-statistic = 1.181) did not give any influence toward revisit decision. Whereas, the revisit decision (T-statistic = 15.598) gave influence toward customer loyalty. This indicates that the patient who are revisit is loyal customer to S Beauty Clinic. Keywords: Revisit, Customer Loyalty

Pengaruh Perceived Value Dan Citra Rumah Sakit Terhadap Niat Kunjungan Ulang Melalui Kepercayaan pada Rumah Sakit Rosiana, Alifa Nasyahta; Farida, Naili; Arso, Septo Pawelas
HIGEIA (Journal of Public Health Research and Development) Vol 5 No 3 (2021): HIGEIA: Juli 2021
Publisher : Jurusan Ilmu Kesehatan Masyarakat, Fakultas Ilmu Keolahragaan, Universitas Negeri Semarang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/higeia.v5i3.41991

ABSTRAK Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh perceived value dan citra Rumah Sakit terhadap niat kunjungan ulang pasien melalui kepercayaan pada Rumah Sakit di Instalasi Rawat Jalan RSIA Anugerah Pekalongan. Penelitian ini merupakan penelitian observasional dengan pendekatan cross sectional. Pengambilan sampel menggunakan teknik pendekatan sampling convenience sampling dengan sampling aksidental sebanyak 305 responden yang merupakan pasien di instalasi rawat jalan RSIA Anugerah Pekalongan. Teknik pengumpulan data menggunakan kuesioner. Analisis data menggunakan SEM dengan software AMOS 24. Setelah dilakukan analisis didapatkan bahwa perceived value berpengaruh terhadap niat kunjungan ulang secara signifikan, citra rumah sakit berpengaruh terhadap niat kunjungan ulang secara sginifikan, dan kepercayaan berpengaruh terhadap niat kunjungan ulang secara signifikan. Saran yang diberikan agar dapat meningkatkan niat kunjungan ulang berdspek asarkan aspek perceived value adalah dengan memberikan informasi lebih jelas kepada pasien dan keluarga pasien mengenai waktu tunggu. Pada citra rumah sakit diharapkan dapat meningkatkan sikap ramah petugas dan bekerjasama dengan BPJS kesehatan. Pada aspek kepercayaan dengan meningkatkan koordinasi petugas informasi dan petugas poliklinik agar informasi yang disampaikan lebih jelas. Pada aspek niat kunjungan ulang dapat ditingkatkan dengan berkerja sama dengan BPJS kesehatan. Kata kunci: perceived value, citra rumah sakit, niat kunjungan ulang ABSTRACT This research was aimed to determine and analyze the influnce of perceived value and hospital image toward revisiting intention by analizing trust to Outpatient ward in RSIA Anugerah Pekalongan. This research was observational study with a cross sectional design. Sampling was used convenience method with accidental sampling from 305 respondent in outpatient ward RSIA Anugerah. Data was collected using questionnaire. The data was processed using SEM with AMOS 24 software. The result showed that perceived value had significant impact to revisiting intention, hospital image had significant impact to revisiting intention, and trust had significant impact to revisiting intention. This study could give sugestion to hospital management for improving their service.

MODEL IKATAN HUBUNGAN, NILAI PELANGGAN TERHADAP LOYALITAS NASABAH PADA BANK PEMERINTAH DI JAWA TENGAN Naili Farida
Jurnal Keuangan dan Perbankan Vol 14, No 2 (2010): May 2010
Publisher : University of Merdeka Malang

The study discussed about the integration of relational bonding, relational quality,on service quality and customer loyalty at the state-owned bank in Central Java. The loca-tions of research included Semarang City, Surakarta City, and Cilacap City. Research methodused multi stage sampling. The sample of research counted 278 customers of Regular Savingfrom Bank Negara Indonesia (BNI), Bank Mandiri, Bank Rakyat Indonesia, Bank TabunganNegara, and Bank Pembangunan Central of Java. The hypothesis test in this research em-ployed descriptive analysis and Structural Equation Modeling (SEM). The descriptive analysishad loading factor and 5 % significance rate. The objective of research was to understandand to analyze the relational bonding between the Bank customers through corporate im-age, customer value, and relational quality as well as service quality on customer loyalty. Thestate-owned banks in Central Java already used this model. Result of research, related to theresult of SEM analysis, indicated that the relevancy of relational bonding, corporate image,customer value, and service quality had significant effect on customer loyalty. Therefore, thismodel should be developed by the state-owned banks to increase the customer loyalty.

Title

Found 89 Documents
Search

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Title Search

Found 89 Documents Search

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Title

Found 89 Documents
Search