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All Journal Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking Journal of Economic, Bussines and Accounting (COSTING) Jurnal Admmirasi MEDIA MANAJEMEN JASA Jurnal Sosial dan Sains
Endang Ruswanti
Universitas Esa Unggul
Astronomy Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Library & Information Science Physics

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The effect of brand, design, and price on intention to purchase mediated by quality perception at sport shoes X Endang Ruswanti; Benny Herlambang; Moehammad Unggul Januarko
Journal of Economics, Business, & Accountancy Ventura Vol 19, No 2 (2016): August - November 2016
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v19i2.458

Abstract

Product cues have been identified as a major factor and are used by customers when they evaluate a product before deciding to buy. Customers evaluate products based on the product manual cues; generally, they use the brand, design and price, and produce quality perception and ceases on purchase intentions. This process also occurs in the prospective buyer's sport shoes X that have the largest sales in Indonesia. Therefore, the researchers are interested to test whether there is a relationship between the product cues on the quality perception and purchase intention for sports footwear products. This research was done by using a survey for the data collection, by distributing the questionnaires to 161 respondents. The data were analyzed using Structural Equation Modeling with Lisrel analysis tool. The result showed that the product cues have an influence mediated by the quality perception on purchase intentions. This study suggests that the perception of quality is as a full mediating variable between products cues and purchase intention.
PENGARUH PELAYANAN PURNA JUAL TERHADAP KEPUASAN PELANGGAN PADA PT SURYA TOTO INDONESIA TBK. Dewi Victoria; Endang Ruswanti; Farichah .
Journal of Business & Banking Vol 4, No 2 (2014): November 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v4i2.368

Abstract

PT Surya TOTO Indonesia Tbk, the Beauty-related industries such as home kitchen, the bathroomis a company in the field of sanitary and furniture which was established in 1977 inJakarta. This study aimed to test the depth of the effect of the delivery, installation, and warrantyclaims against TOTO customer satisfaction. This study was conducted in Jakarta onIndustry TOTO. The respondents are 124 customers who purchase the products of bathroomfixtures and kitchen with installation directly from the company of TOTO. It was conductedin mid-2013, and the data collection technique was using primary data processed by the applicationof SPSS version 20.0 for Windows. The analysis used linear regression analysis tomeasure how much the variable delivery, installation and warranty claims can affect customersatisfaction. The research hypothesis is found that there is a significant positive effectof delivery, installation and warranty claims TOTO products on customer satisfaction. Theresults of multiple linear regression analysis showed that there was also effect of the delivery,installation and warranty claims TOTO effect on customer satisfaction. Warranty claimsis the independent variable that is the most dominant influence on customer satisfaction.
PENGARUH PEMASARAN RELASIONAL TERHADAP LOYALITAS PELANGGAN DENGAN MEDIASI KUALITAS RELASIONAL (STUDI PADA NASABAH PRIORITAS BANK DI INDONESIA) Widiyanti Permata Lestari; Endang Ruswanti
MEDIA MANAJEMEN JASA Vol 2, No 2 (2016): MEDIA MANAJEMEN JASA
Publisher : UNIVERSITAS 17 AGUSTUS 1945 jAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (409.077 KB) | DOI: 10.52447/mmj.v2i2.403

Abstract

ABSTRACTA large number of banks to make people more flexibility in choosing the best bank. People are increasingly free to move from one bank to another, so that the level of customers at a bank keloyalitasan decreasing, whereas the effort and costs incurred to retain customers is cheaper than the effort and costs incurred to acquire new customers. Relationship marketing is one answer to the problems tersebut.Pemasaran relational marketing is a principle that emphasizes and strives to maintain long-term good relations with pelanggan.Penelitian aims to, (1) analyze the effect of relationship marketing (competence, communication, conflict resolution) on the quality relational, (2) analyze the effect of relationship marketing on customer loyalty with quality relational mediation, and (3) analyze the effect of relational quality on loyalty pelanggan.Penelitian conducted by collecting quantitative data through a questionnaire distributed to 130 responden.Obyek research is a priority customer of Bank CIMB Commerce Icon Alam Sutera, using purposive sampling technique Sampling.Pada this study conducted two studies using linear regression and Structural Equation Model. The results showed that, (1) relational marketing consists of competence, communication and conflict handling significant influence and positive impact on the quality of relational, either partially or simultaneously, (2) relational marketing significant influence and positive impact on customer loyalty mediated by relational quality, and (3) the quality of relational positive and significant effect on customer loyalty.Keywords: relational marketing, competence, communication, conflict management, relational quality, and customer loyalty.ABSTRAKBanyaknya jumlah bank menjadikan masyarakat semakin leluasa dalam memilih bank yang terbaik. Masyarakat semakin leluasa berpindah dari satu bank ke bank lain, sehingga tingkat keloyalitasan nasabah pada suatu bank semakin menurun, padahal usaha dan biaya yang dikeluarkan untuk mempertahankan pelanggan lebih murah daripada usaha dan biaya yang dikeluarkan untuk mendapatkan pelanggan baru. Pemasaran relasional adalah salah satu jawaban dari permasalahan tersebut.Pemasaran relasional adalah prinsip pemasaran yang menekankan dan berusaha untuk menjaga hubungan baik jangka panjang dengan pelanggan.Penelitian ini bertujuan untuk, (1) menganalisa pengaruh pemasaran relasional (kompetensi, komunikasi, penanganan konflik) terhadap kualitas relasional, (2) menganalisa pengaruh pemasaran relasional terhadap loyalitas pelanggan dengan mediasi kualitas relasional, dan (3) menganalisa pengaruh kualitas relasional terhadap loyalitas pelanggan.Penelitian dilakukan dengan mengumpulkan data kuantitatif melalui kuesioner yang dibagikan ke 130 responden.Obyek penelitian adalah nasabah prioritas Bank CIMB Niaga Icon Alam Sutera, dengan menggunakan teknik penentuan sampel Purposive Sampling.Pada penelitian ini dilakukan dua studi dengan menggunakan metode Regresi Linier dan Structural Equation Model. Hasil penelitian menunjukkan bahwa, (1) pemasaran relasional yang terdiri dari kompetensi, komunikasi dan penanganan konflik berpengaruh secara signifikan dan positif terhadap kualitas relasional, baik secara parsial maupun serempak, (2) pemasaran relasional berpengaruh secara signifikan dan positif terhadap loyalitas pelanggan yang dimediasi oleh kualitas relasional, dan (3) kualitas relasional berpengaruh secara signifikan dan positif terhadap loyalitas pelanggan.Kata kunci: Pemasaran relasional, kompetensi, komunikasi, penanganan konflik, kualitas relasional, dan loyalitas pelanggan.
Peran Bauran Pemasaran Terhadap Loyalitas Pasien dengan Mutu Layanan Sebagai Variabel Intervening di Rumah Sakit Misi Lebak Tahun 2021 Ahmad Riyadi Siregar; Mohamad Reza Hilmy; Endang Ruswanti
Jurnal Admmirasi Vol 7 No 1 (2022): June
Publisher : Assosiasi Dosen Muhammadiyah Magister Administrasi Rumah Sakit Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47638/admmirasi.v7i1.228

Abstract

Program bauran pemasaran jasa mempunyai peranan yang sangat penting sebagai bagian dari strategi dan kebijakan layanan kesehatan untuk mewujudkan kepuasan pasien yang pada akhirnya diharapkan dapat meningkatkan loyalitas. Peningkatan mutu pelayanan terutama pengelolaan complain (keluhan) dari pasien sangat diperlukan. Sampai sekarang masih terdapat beberapa keluhan (ketidakpuasan) dari pasien serta keluarga yang diterima oleh pihak rumah sakit baik secara langsung maupun tidak langsung. Metodologi penelitian menggunakan kuantitatif potong lintang (cross sectional). Data dikumpulkan dengan menyebarkan kuisioner kepada 132 orang pasien yang berobat di poli penyakit dalam RS Misi Lebak dimana proses pengambilan data dilakukan dalam waktu bersamaan. Hasil penelitian menunjukkan bauran pemasaran berpengaruh secara signifikan terhadap loyalitas pasien dengan mutu layanan sebagai variabel intervening, bauran pemasaran berpengaruh secara signifikan terhadap loyalitas pasien, bauran pemasaran berpengaruh secara signifikan terhadap mutu layanan, loyalitas pasien berpengaruh secara signifikan terhadap mutu layanan. Implikasi praktis, manajemen RS dapat melakukan perencanaan kombinasi pemasaran yang menekankan pada nilai-nilai subudaya dan kelas sosial masyarakat agar diterima dalam kebudayaan konsumen dan mendalami motivasi, persepsi, pembelajaran dan sikap dari konsumen agar terbentuk loyalitas dari pelanggan di RS Misi Lebak.
The Model of Inpatient Unit Service Quality at the Indonesian Christian University General Hospital Based on Malcolm Balridge Criteria Fransisca Fransisca; Rokiah Kusumapradja; Endang Ruswanti
Jurnal sosial dan sains Vol. 3 No. 9 (2023): Jurnal Sosial dan Sains
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jurnalsosains.v3i9.1017

Abstract

Background: In 2022, there was a decrease in the satisfaction rate and BOR in the UKI General Hospital inpatient unit. Improvements in the quality of health are needed. The Malcolm Balridge criteria is the method of measuring the quality of health services from the United States. The malcolm balridge criteria has a dynamic framework and provide as an independent and comprehensive assessment. Purpose: Seven criteria are leadership, strategic planning, patient focus, measurement, analysis and knowledge management, workforce focus, work operation focus and organizational performance results. The researcher measured the quality assessment at the UKI General Hospital inpatient unit based on Malcolm Balridge’s Criteria. Method: This research was conducted on 70 respondents in the inpatient unit, using a qualitative approach with univariate analysis and scoring based on Malcolm Balridge’s Criteria. Results: The score was 276.5 out of 1000 points. It is an early result position, the poor quality. There are gaps in the approach and implementation stages as well as the deployment in several categories. Criteria that are below the average value are workforce focus and organizational performance results. Conclusion: The purpose was to provide an overview of the model development for the quality health services in the UKI General Hospital inpatient unit based on Malcolm Balridg’s criteria.
Effectiveness of Digital Marketing on Revisit Intention Outpatient of Brebes Regional General Hospital Shella Vina Putri; Endang Ruswanti; Rokiah Kusumapradja
Jurnal sosial dan sains Vol. 3 No. 10 (2023): Jurnal Sosial dan Sains
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jurnalsosains.v3i10.1033

Abstract

Background: The Covid-19 outbreak turned into a pandemic in Indonesia in 2020. The patient's intention to visit the hospital due to the pandemic but can be influenced by the hospital's marketing strategy. Brebes Regional General Hospital before the Covid-19 pandemic used conventional marketing and, in an effort, to increase the number of repeat visits to patients in the pandemic era and industry 5.0, namely through the most effective marketing strategy, namely digital marketing. Purpose: The aim is to determine the influence and effectiveness of digital marketing in terms of people, physical evidence, process and promotion on the intention to revisit outpatients at Brebes Regional General Hospital. Methods: Using the Quasi Experimental Pre and postest method in digital groups and conventional groups and the Logistic Regression method. Results: The results showed that there was a difference and there was effectiveness in the digital marketing group on the promotion variable (0.45), process (0.56), physical evidence (0.37) and intention (0.54). There is a difference and effectiveness in the conventional group on the process variable (0.35). There is a simultaneous influence of 4P variables on the intention to revisit by 70.5%. Conclusion: There is a difference and effectiveness in patient re-visits in the outpatient service of the Brebes Regional General Hospital before and after the digital marketing intervention group on the variables of Promotion, Process, Physical Evidence and Visit Intention.
PENGARUH KUALITAS LAYANAN DAN CUSTOMER VALUE TERHADAP KEPUASAN DAN LOYALITAS NASABAH Irwandi Irwandi; Endang Ruswanti
Journal of Economic, Bussines and Accounting (COSTING) Vol. 7 No. 6 (2024): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i6.14169

Abstract

Seiring dengan perkembangan dunia industri yang semakin pesat serta kemajuan teknologi yang semakin canggih dalam dunia kerja yang bergerak dalam sektor jasa dan pelayanan, seringkali membuat aktivitas masyarakat dalam dunia bisnis semakin padat, apalagi di era yang semakin modern ini. Hal tersebut membuat masyarakat semakin berlomba-lomba untuk mencari suatu produk yang dapat memberikan kemudahan dan dapat memperlancar kebutuhan mereka. Tujuan dari penelitian ini adalah meningkatkan kualitas layanan, customer value dan kepuasan nasabah tentunya nasabah akan menjadi puas dengan layanan yang diberikan oleh bank, dan menjadi jaminan nasabah lainnya akan semakin banyak yang datang. Teknik pengambilan sampel yang digunakan dalam penelitian ini menggunakan Slovin. Jumlah responden yang digunakan dalam penelitian ini berjumlah 142 responden. Metode analisis yang digunakan yaitu menggunakan Partial Least Square Structural Equation Modelling (PLS-SEM). Hasil penelitian ini menyatakan Kualitas layanan berpengaruh positif dan searah terhadap kepuasan konsumen, Customer value berpengaruh positif dan searah terhadap kepuasan konsumen, Kepuasan konsumen berpengaruh positif dan searah terhadap loyalitas konsumen, Kualitas layanan berpengaruh positif dan tidak searah terhadap loyalitas konsumen dan Customer value berpengaruh positif dan searah secara langsung terhadap loyalitas konsumen Bank Central Asia Citra Garden Jakarta.
Co-Authors Ahmad Riyadi Siregar Benny Herlambang Dewi Victoria Farichah . Fransisca Fransisca Irwandi Irwandi Moehammad Unggul Januarko Mohamad Reza Hilmy Rokiah Kusumapradja Shella Vina Putri Widiyanti Permata Lestari