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PENGARUH KEPUASAN TERHADAP LOYALITAS DENGAN SWITCHING COST SEBAGAI VARIABEL INTERVENING PADA PELANGGAN PROVIDER PREPAID TELKOMSEL DI KOTA MEDAN Hutapea, Katrin Evalastri; Ginting, Paham; Ginting, Paham; Sutarman, Sutarman; Sutarman, Sutarman
JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Vol 3, No 2 (2017): JURNAL KONSEP BISNIS DAN MANAJEMEN MEI
Publisher : JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (162.147 KB)

Telecommunication companies in Indonesia are now in slack condition. They are not able to apply the strategy of market expansion to increase their profit. Therefore, maintaining customer loyalty is one of the best ways to satisfy customers. However, customer satisfaction is not enough to maintain customer loyalty since competitors also apply the same thing. In order to forestall the move of customers, it is necessary to apply switching cost strategy. The objective of the research was to find out the influence of satisfaction on loyalty through switching cost in Telkomsel customers in Medan.The samples were 160 respondents, taken by using convenience sampling technique. The data were gathered by using likert instrument and analyzed by using descriptive analysis, cross tabulation, and partial least square (PLS). The result of the research showed that all hypotheses could be confirmed. Satisfaction had positive influence on switching cost, switching cost had positive influence on loyalty, and satisfaction had positive influence on loyalty. However, in this research, switching cost could not mediate the influence of consumer satisfaction on loyalty. Direct influence of satisfaction on customer loyalty was higher than that through switching cost.Keywords: Satisfaction, Switching Cost, Loyalty

PENGARUH KEPUASAN TERHADAP LOYALITAS DENGAN SWITCHING COST SEBAGAI VARIABEL INTERVENING PADA PELANGGAN PROVIDER PREPAID TELKOMSEL DI KOTA MEDAN Hutapea, Katrin Evalastri; Ginting, Paham; Ginting, Paham; Sutarman, Sutarman; Sutarman, Sutarman
JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Vol 3, No 2 (2017): JURNAL KONSEP BISNIS DAN MANAJEMEN MEI
Publisher : JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (162.147 KB)

Telecommunication companies in Indonesia are now in slack condition. They are not able to apply the strategy of market expansion to increase their profit. Therefore, maintaining customer loyalty is one of the best ways to satisfy customers. However, customer satisfaction is not enough to maintain customer loyalty since competitors also apply the same thing. In order to forestall the move of customers, it is necessary to apply switching cost strategy. The objective of the research was to find out the influence of satisfaction on loyalty through switching cost in Telkomsel customers in Medan.The samples were 160 respondents, taken by using convenience sampling technique. The data were gathered by using likert instrument and analyzed by using descriptive analysis, cross tabulation, and partial least square (PLS). The result of the research showed that all hypotheses could be confirmed. Satisfaction had positive influence on switching cost, switching cost had positive influence on loyalty, and satisfaction had positive influence on loyalty. However, in this research, switching cost could not mediate the influence of consumer satisfaction on loyalty. Direct influence of satisfaction on customer loyalty was higher than that through switching cost.Keywords: Satisfaction, Switching Cost, Loyalty

ANALISIS EFEKTIVITAS IKLAN TV SIRUP MARKISA DENGAN PENDEKATAN EPIC MODEL PT. MAJUJAYA POHON PINANG PADA KONSUMEN SWALAYAN MACAM YAOHAN MERAK JINGGA MEDAN Yet, Sian; Ginting, Paham
Jurnal Ekonomi Modernisasi Vol. 9 No. 1 (2013): Februari
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang

Present competition of syrup business becomes tighter in terms of product quality, promotion, price and services provided. With many syrup product competing in the market, the management ofÂ company is required to be more accurate in determining the strategy used to win the competition. PT. MajuJaya PohonPinang was chosen to be the object of study because this company has applied various strategies in marketing their products and one of them is through advertisement. Therefore, it needs a follow up to find out how effective the advertisement of Pohon Pinang Markisa Syrup related to the buying decision. The purpose of this quantitive descriptive explanatory survey study conducted at PT. MajuJaya PohonPinang Macan Yaohan Supermarket Merak Jingga Medan was to find out and analyze the effectiveness of Markisa Syrup commercial advertisement viewed from EPIC (Empathy, Persuasion, Impact, and Communication) dimensions and to find out the effectiveness and to partiality analyze the EPIC dimension using the theory of marketing management related to advertisement. Â The population of this study was the consumers of Macan Yaohan Supermarket Merak Jingga Medan and 100 of them were selected to be respondents for this study. The data obtained were analyzed through univariate analysis with T-test. The result of this study showed that simultaneously the variable of Markisa Syrup TV Commercial Advertisement viewed based on the EPIC model was effective. Partially, persuasion was the most dominant variable of the effectiveness of Markisa Syrup TV Commercial Advertisement

PENGARUH KEPUASAN TERHADAP LOYALITAS DENGAN SWITCHING COST SEBAGAI VARIABEL INTERVENING PADA PELANGGAN PROVIDER PREPAID TELKOMSEL DI KOTA MEDAN Katrin Evalastri Hutapea; Paham Ginting; Sutarman Sutarman
JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Vol 3, No 2 (2017): JURNAL KONSEP BISNIS DAN MANAJEMEN MEI
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jkbm.v3i2.344

Telecommunication companies in Indonesia are now in slack condition. They are not able to apply the strategy of market expansion to increase their profit. Therefore, maintaining customer loyalty is one of the best ways to satisfy customers. However, customer satisfaction is not enough to maintain customer loyalty since competitors also apply the same thing. In order to forestall the move of customers, it is necessary to apply switching cost strategy. The objective of the research was to find out the influence of satisfaction on loyalty through switching cost in Telkomsel customers in Medan.The samples were 160 respondents, taken by using convenience sampling technique. The data were gathered by using likert instrument and analyzed by using descriptive analysis, cross tabulation, and partial least square (PLS). The result of the research showed that all hypotheses could be confirmed. Satisfaction had positive influence on switching cost, switching cost had positive influence on loyalty, and satisfaction had positive influence on loyalty. However, in this research, switching cost could not mediate the influence of consumer satisfaction on loyalty. Direct influence of satisfaction on customer loyalty was higher than that through switching cost.Keywords: Satisfaction, Switching Cost, Loyalty

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN WORD OF MOUTH MAHASISWA PROGRAM STUDI DIPLOMA III ADMINISTRASI PERPAJAKAN FISIP USU Aida W Batubara; Paham - Ginting; Arlina Nurbaity Lubis
JURNAL ILMIAH MANAJEMEN & BISNIS Vol 14, No 2 (2014): MANAJEMEN & BISNIS
Publisher : UNIVERSITAS MUHAMMADIYAH SUMATERA UTARA

The objective of the research was to know and to analyze the influence of servicequality on students’ word of mouth through their satisfaction in the Diploma III ofTaxation Administration Study Program, FISIP USU. The type of the researchwas descriptive quantitative and its nature was descriptive explanatory. Theresult of the research showed that 1) service quality had positive and significantinfluence on students’ word of mouth through their satisfaction, 2) satisfactionhad positive and significant influence on students’ word of mouth, and 3) therewas indirect influence of service quality on students’ word of mouth through theirsatisfaction with the value of 0.235, while there was direct influence of servicequality on students’ word of mouth with the value of 0.394 which indicated thatdirect influence was more dominant that indirect influence.

Pengaruh Bauran Pemasaran Jasa Dan Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Program Studi Manajemen Fakultas Ekonomi Universitas Muhammadiyah Sumatera Utara Dedek Kurniawan Gultom; Paham Ginting; Beby KF Sembiring
JURNAL ILMIAH MANAJEMEN & BISNIS Vol 14, No 01 (2014): General Management
Publisher : UNIVERSITAS MUHAMMADIYAH SUMATERA UTARA

The objective of the research was to find out and to analyze to what extent the influence of service marketing mix and service quality on students’ satisfaction in Management Study Program, Faculty of Economics, UMSU. The type of the research was an explanatory study. The result of the research showed that service marketing mix which consisted of product, location, process, people, physical evidence, and service quality which consisted of direct evidence, reliability, response, security, and empathy simultaneously had positive influence on students’ satisfaction, while the cost for education had negative influence.

The determinants of online buying intention Junita Safitri; Paham Ginting; Endang Sulistya Rini; Arlina Nurbaity Lubis
Proceedings of AICS - Social Sciences Vol 7 (2017): 7th AIC in conjuction ICMR 2017 Universitas Syiah Kuala October 2017
Publisher : Proceedings of AICS - Social Sciences

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (250.075 KB)

Today Social Media is something that you cannot live without. Most of us today addicted to Social Media. Social Media had changed many things in our life. We are communicating, chatting, sharing, inspiring and shopping simultaneously using Social Media. Despite offering so much fun, social Media can be very dangerous. In Aceh Province online shoppers prefer Social Media to Online website for online shopping option. This study is a quantitative research which tested the role of two beliefs of technology usage perceived ease of use and perceived usefulness as determinant factor along with social influence in influencing online buying intention. Purpose of this study is to identify the affecting factor of social media buying intention. The population of this study was Social Media User who experience online shopping and located in Aceh. This study was conducted using 199 respondents as samples which were taken from specific population. This study were using Observation and Questionnaires as data collecting method. Partial Least Square (PLS) used as data analyzing method. This study resulted that online buying intention significant in influencing online buying behavior. Perceived Usefulness is significant in influencing online buying intention. Social Influence found significant in influencing online buying intention.

ANALISIS PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH PT. BANK X kezia yurischa purba; paham ginting
Jurnal Media Informasi Manajemen Vol 1, No 2 (2013): media informasi manajemen
Publisher : Universitas Sumatera Utara

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ABSTRACT The purpose of this study are to investigate and analyze the effect of relationship marketing consisting of financial benefits, social benefits,and structural ties tocustomer satisfaction at PT. Bank X. This research was explanatory. The nature of the study was a survey. This research used two types of data sources, namely primary data and secondary data. Primary data are obtained directly from the research object, through the results of questionnaires distributed to respondents for further processing. Secondary data are collected through journals, the Internet, and books that have relevance to the study. The population of the study were customers who have savings at PT. Bank X. The samples of the study were 98.94 take up to 100 people using Slovin formula. The analysis method was descriptive analysis and multiple linear regression analysis with a significance level of < 0.05. F-test results showed that financial benefit, social benefit and structural ties were used to estimate customer satisfaction at PT. Bank X. Significant assay results t (t-test) showed that the variable which had a positive and significant effect was social benefit variable, while the financial benefit variable and structural ties variable had a negative effect which was not significant on customer satisfaction as well. Dominant variable was the social benefit. Results determinant coefficient (R2) was 0.598, which means that relationship marketing variables had a close relationship to customer satisfaction at PT. Bank X. Adjusted R Square of 0.337 means that the value of 33.7% increase in customer satisfaction at PT. Bank X can be explained by the variable of financial benefit, social benefit and structural ties, while the remaining 66.3% can be explained by other variables which are not examined in this study. Keywords: Financial Benefit; Social Benefit; Structural Ties; and Customer Satisfaction.

Perspektif Alumni Tentang Pengaruh Kualitas Pelayanan STIPAP-Medan Terhadap Loyalitas Alumni Dengan Kepuasan Sebagai Variabel Intervening (Studi Kasus di STIPAP (Sekolah Tinggi Ilmu Agribisnis Perkebunan) -Medan Karen Tambunan; Paham Ginting; Prihatin Lumbanraja
Jurnal AKMAMI (Akuntansi Manajemen Ekonomi) Vol. 1 No. 3 (2020): (SEPTEMBER)
Publisher : CERED Indonesia Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53695/ja.v1i3.42

Education is a process of learning which involves campus actively in developing the students’ potency in having religious spiritual power, self-control, personality, intelligence, morality, and skill needed by them and society. Therefore, each higher education needs to recognize its service quality to the students by using the five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research used descriptive explanatory method. The data were gathered by using questionnaires. The population was 1,298 alumni of the Department of BDP (Plantation Crop Culture) of STIPA, Medan, and 93 of them were used as the samples. The data were analyzed by using SPSS 22 software program. The result of the research showed that responsiveness had direct, positive, and significant influence on alumni’s satisfaction, assurance had direct, positive, and significant influence on alumni’s satisfaction, and empathy had direct, positive, and significant influence on alumni’s satisfaction at STIPAP, Medan. Tangibles, reliability, responsiveness, assurance, empathy, and alumni’s satisfaction simultaneously had positive and significant influence on alumni’s satisfaction at STIPAP, Medan. Tangibles had direct, positive, and significant influence on alumni’s loyalty, alumni’s satisfaction had direct, positive, and significant influence on alumni’s loyalty, responsiveness had indirect, positive, and significant influence on alumni’s loyalty through alumni’s satisfaction as intervening variable, assurance had indirect, positive, and significant influence on alumni’s loyalty through alumni’s satisfaction as intervening variable,, and empathy had indirect, positive, and significant influence on alumni’s loyalty through alumni’s satisfaction as intervening variable at STIPAP, Medan.

Analysis of the Influence of Product Quality, Price, and Brand Image on Repurchaseintention with Customer Satisfaction as Intervening Variables on Customers of Skincare MS Glow Products (Study of the Communities in North Labuhanbatu Regency) Gisela Nilasari; Paham Ginting; Arlina Nurbaity Lubis
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 2 (2022): Budapest International Research and Critics Institute May
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i2.4670

This objective of the research is to analyze the effect of product quality, price, and brand image variables on repurchase intention with customer satisfaction as an intervening variable on MS Glow skincare products (study of the community in North Labuhanbatu Regency). The research uses quantitative approach. This is an associative research with primaryand secondary data whichare obtained through documentation study and statements list and use Likert scale as the measurement. The sample in this researchis people in North Labuhanbatu Regency with minimum age of 18 years old, and has been a customers who has purchased MS Glow skincare products at least 1 time, the number of respondents is 170 people. The data are collected by distributing questionnaires with accidental sampling technique. The data analysis techniqueuses descriptive statistical analysis and path analysis, using Smart PLS. The research results found that product quality and brand image directly has a positive and significant effect on customer satisfaction, price has a positive but not significant effect on customer satisfaction. Product quality and price variables directly has a positive and significant effect on repurchase intention, brand image has a positive but not significant effect on repurchase intention. The variable of customer satisfaction has a positive and significant effect on repurchase intention,then indirectly product quality and brand image through customer satisfaction has a positive and significant effect on repurchase intention, price through customer satisfaction has a positive but not significant effect on repurchase intention.

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