Article Per Year (5 Year)
p-Index From 2021 - 2026
0
P-Index
This Author published in this journals
All Journal Kinerja BIP'S : Jurnal Bisnis Perspektif
Licen Indahwati Darsono
Universitas Katolik Widya Mandala Surabaya
Economics, Econometrics & Finance

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 3 Documents
Search

 1 
LOYALTY & DISLOYALTY: SEBUAH PANDANGAN KOMPREHENSIF DALAM ANALISA LOYALITAS PELANGGAN Licen Indahwati Darsono
KINERJA Vol. 8 No. 2 (2004): Kinerja
Publisher : Faculty of Business and Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v8i2.894

Abstract

Marketer convinced that customer loyalty is a valuable asset for the company. But, in today marketplace managing customer loyalty is a daunting task. An understanding about customer loyalty concept is prerequisite for managing customer loyalty. Customer loyalty concept best understood with the composite approach; behavioral and attitudinal approach. Composite approach could make marketer to find out loyalty category andloyalty stages of the customers, loyalty’s antecedent and manage loyalty from that antecedent. Customer satisfaction is an antecedent of customer loyalty. But, some researchers argued that satisfaction and loyalty relationships is not linear. This statement is supported by the fact in the market, satisfied customers still defect, but several dissatisfied customers don’t switch. Therefore, analyzing customer loyalty required holistic view about customer loyalty, loyalty concept alone did not give marketer a comprehensive view in customer loyalty analysis. Marketers and researchers must pay attention to disloyalty.Key words: loyalty, disloyalty, satisfaction
Hubungan Perceived Service Quality Dan Loyalitas: Peran Trust Dan Satisfaction Sebagai Mediator Licen Indahwati Darsono
BIP's JURNAL BISNIS PERSPEKTIF Vol 2 No 1 (2010): Januari
Publisher : Fakultas Ekonomi Universitas Katolik Darma Cendika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37477/bip.v2i1.278

Abstract

Customer loyalty is the most valuable asset for the company. Several previous studies find that customer loyalty has a positive effect on company's profitability. But, in today marketplace, managing customer loyalty is a daunting task. Marketer must clearly understand the loyalty concept, so they can find out loyalty's antecedent and manage loyalty from that antecedent. The purpose of this research is to investigate perceived service quality, trust, and satisfaction contribution to the loyalty creation. The object of this research is higher education institution, and the subjects are undergraduate students at Widya Mandala Catholic University. Reliability and validity check find that research instrument has achieved reliability, convergent validity, and discriminant validity criteria. The results support all hypotheses with the exception for perceived service quality-loyalty relationship. Perceived service quality does not have significant direct effect on loyalty. Therefore, perceived service quality does not have direct contribution for loyalty building, the contribution is indirect through satisfaction and trust. The results also find a strong support about satisfaction and trust role as a mediator of perceived service quality-loyalty relationships.
Aplikasi Model Loyalitas Berbasis Relationship Quality Dalam Pengelolaan Dunia Pendidikan Tinggi: Sebuah Pandangan Komprehensif dan Tantangan Bagi Peneliti Licen Indahwati Darsono
BIP's JURNAL BISNIS PERSPEKTIF Vol 2 No 2 (2010): Juli
Publisher : Fakultas Ekonomi Universitas Katolik Darma Cendika

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1633.501 KB) | DOI: 10.37477/bip.v2i2.283

Abstract

As a result of tight competition in the higher education sector, loyalty creation become important issues. However, empirical studies of this issue are still lacking. Yet, many empirical investigation of loyalty and relationship quality only use single perspective. Comprehensive perspective on internal-external customer, loyalty-disloyalty are used for proposing relationship-based loyalty model. Further, several higher education management pattern in Indonesia are discussed and reviewed. Theoretical contribution of this articles lies on spiral effect of loyalty/disloyalty-performance relationship, expanding arena of Ioyalty studies on higher education sector. Practical contribution of this articles lies on practical guide for managing loyalty in higher education. Several challenges for future research are also discussed and reviewed.
Co-Authors