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Dinda Frismandiri
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION Frismandiri, Dinda
Jurnal Ekonomi Modernisasi Vol. 4 No. 1 (2008): Februari
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang

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Abstract

Penelitian ini bertujuan menguji dampak relationship marketing inputs melalui understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer satisfaction. Penelitian dilakukan pada nasabah Bank Central Asia Cabang Malang. Sampel diambil dengan metode accidental sampling, dengan jumlah sampel sebanyak 100 nasabah. Metode analisis menggunakan Regresi Berganda. Hasil analisis menunjukkan bahwa understanding customer expectation, building service partnership, total quality management, dan empowering employees teruji mampu menciptakan customer satisfaction nasabah. Di antara variabel relationship marketing inputs ternyata building service partnership memberikan dampak yang paling besar dalam menciptakan customer satisfaction nasabah.
ANALISIS PENGARUH KARAKTERISTIK PEKERJAAN, KEPUASAN KERJA, DAN KOMITMEN TERHADAP KINERJA KARYAWAN Frismandiri, Dinda
Jurnal Ekonomi Modernisasi Vol. 3 No. 2 (2007): Juni
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang

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The objectives of this research are to analyze direct influence of job satisfaction to employee's performance, to analyze indirect influence of job satisfaction to employees performance through commitment, to analyze direct influence job characteristic to employees performance, and to analyze indirect influence of job characteristic to employees performance through commitment.Using questionnaire, data were collected from 111 employee’s overall BPR at Kota Malang, sample taken by Proportional Random Sampling. Analysis used Path Analysis to test the direct influence and indirectly between job satisfaction to performance, and direct influence and indirectly between job to performance thorugh commitment.Result of research indicates that the job satisfaction have the direct influence to performance and also have the indirect influence to performance through commitment. This finding support the research Morisson (1997), Alhassan (2002), Riza (2001), Bhuian and Menguc (2002), and Pantja Djati and M. Khusaini ( 2003). Job characteristic only have the indirect influence to employees performance that is through komitmen. This finding supporting the research of Chonko and Wood ( 1985) and Ramaswami, Agarwal And Bhargava (1993), but not supporting the research of Fried and Ferris (1987). This research shown that the best influence is direct job satisfaction to performance, its meaning most influencing variable of performance attainment is the make-up of job satisfaction
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