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Sari Listyorini
Departemen Administrasi Bisnis, Fakultas Ilmu Sosial Dan Ilmu Politik, Universitas Diponegoro
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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PENGARUH SERVICE PERFORMANCE DAN CUSTOMER VALUE TERHADAP REPURCHASE DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi Pada Pengguna Jasa PT Herona Express Semarang) Antika, Heppy Widya; Farida, Naili; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 2, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

This research is motivated by the fluctuations of the Kiriman Hantaran Berangat (KHB) and not achieving the target turnover predetermined PT Herona Express Semarang in recent years . In addition , the performance of services decreased followed by a decrease in customer ratings. The purpose of this research is conducted to determine the influence of service performance and customer value to repurchase with the customer satisfaction as an intervening variable. Type of research used in this research is explanatory research. The population is a freight forwarder users through PT Herona Express Semarang. The sample are 100 person who have done the repurchase services at least twice, with sample technique used was purposive sampling.The method of analysis used in this study is using a two-stage regression analysis with SPSS for windows 16.0, which previously tested the validity and reliability first. Based on calculations show that variable service performance have an influence to customer satisfaction with the coefficient 0,367. Variable customer value have an influence to customer satisfaction with the coefficient 0,254. Variable customer satisfaction have an influence to repurchase with the coefficient 0,622. The result shows that service performance and customer value has a positive and significant effect (partial)to the customer satisfaction of each 30,5% and 27,2%. Customer satisfaction also has a positive and significant effect (partial)to the repurchase of 38,6%.
Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening Studi Pada Pelanggan CV.AHASS Brahma Motor Rakhman, Arif; Farida, Naili; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 3, Nomor 4, Tahun 2014
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

AHASS Brahma Motor an authorized Honda motorcycle repair shop who daily serve bike repair and maintenance. With a number of rivalry then AHASS Brahma Motor must improve its services so that it can compete with other workshop. TELE SURVEY CSL (customer satisfaction measurement) held by Astra International Tbk Semarang regional offices in order to measure the implementation of Brahma Motor AHASS services to customers through a system of telephone survey respondents with a sampling of 30 people. The result is there are some attributes of service quality needs to be improved so that customers feel satisfied. The better the quality of service, the higher the level of customer satisfaction, with a good performance it will create a good confidence in the customer. If the performance of a given exceed customer expectations then the customer will not hesitate to stay loyal to the company.            This study aims to determine the effect of service quality and customer loyalty tehadap trust through customer satisfaction. The population in this study are all customers AHASS Brahma Motor in 2013 The number of samples in this study was determined using the 100 respondents to be sampled. Sampling technique in this study is purposive sampling. Measurement scale using a Likert scale. In the analysis of the data using simple linear regression and multiple regression test with SPSS 20.0 program            The results showed variable service quality affects customer satisfaction at 40.1 percent. Trust variable affects customer satisfaction at 54.5 percent. Satisfaction variables influence on customer loyalty at 42.7 percent. Variables affect service quality on customer loyalty at 24.2 percent. Trust variable effect on customer loyalty at 35.9 percent. Variable quality of service and trust affects customer satisfaction by 84 percent. Variable quality of service and trust on customer loyalty through customer satisfaction for 67.7 percent.            Based on the research results, the AHASS Brahma Motor is expected to increase the waiting room facilities, improving the cleanliness and comfort of the toilet, increasing the speed and accuracy of processing time completion of servicing the motor, provide information about obstacles and ease the damage, prioritize the needs and interests of customers, reminding service time returned to the customer, and increase empathy for the customer.
PENGARUH CITRA TOKO DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMBELIAN ULANG MELALUI KEPUASAN PELANGGAN (STUDI PADA KONSUMEN TOKO GUNUNG AGUNG CIREBON MALL) Aliyan, Muhammad Ivan; Farida, Naili; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 2, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

This research was conducted in account of the vastly developing book industries, indicated by an increasing number of competitors in the market. Specifically this research was focused on Toko Gunung Agung in Cirebon Mall, which was a part of one of the biggest network in Indonesia's book industry, However in the period 2011-2013 there is a gap between expectations and reality of customers who conduct transactions student book. Therefore the company had to recreate the store's positive image and raise the service quality standard in order to ensure the customer's satisfaction which will lead to a re-purchase decision.                The purpose of this research was to describe the effect of store image and service quality to repurchase decision through customer satisfaction Toko Gunung Agung Cirebon Mall customer. This research was of explanatory type, with the means of questionnaire and interview for data obtained. Sampling was carried through purposive sampling, in the number of 100 from the respective store customers. Data was then analyzed through appropriate qualitative and quantitative analysis techniques, in which the quantitative techniques include validity test, reliability test, correlation coefficient, single and multiple regression, coefficient of determination, significance test ( t and F test), and path analysis.                The result showed that store image (X1)) and service quality (X2) simultaneously as well as partially affected customer satisfaction (Y1) and repurchase decision (Y2)). Furthermore, path analysis showed that the direct effect of store image (X1)) and service quality (X2) on repurchase decision (Y2) was significantly bigger than its indirect effect through customer satisfaction (Y1).                Finally, it was suggested that Toko Gunung Agung Cirebon Mall should improve the arrangement of their product's display, exterior design of the store, adding the number of computer which used as catalog, adjusting the store music properly, and to held a discount program once in a while in order to survive the increasing competition in the industry.
Pengaruh Produk, Harga dan Pelayanan Terhadap Keputusan Pembelian Pada Department Store Pasaraya Sri Ratu Pemuda Semarang Utami, Apong; Prihatini, Apriatni Endang; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 3, Nomor 4, Tahun 2014
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

The purpose of this study was to determine whether there is an influence of merchandise, prices and service to the department store purchasing decisions in Pasaraya Sri Ratu Pemuda department store Semarang. The population on this research are all consumers who have ever made purchase on Pasaraya Sri Ratu Department Store Semarang. The samples are 100 responden. The sampling method using purposive sampling, data collection techniques using literature review, interviews and observation. Questionnaire test using validity and reliability test, while the hypothesis test using the t-test, F-test and the coefficient of determination. This research shows that there is a positive effect of the merchandise with the purchase decision of 0.360 (36%), prices on purchase decisions of 0.232 (23.2%), services with purchasing decisions of 0.457 (45.7%), and and taken together the variables of merchandise, prices and service influence on purchase decisions of 0,509 (50,9%).
ANALISIS TINGKAT KEPUASAN PENUMPANG ATAS KUALITAS PELAYANAN SHUTTLE & TRAVEL PT.CIPAGANTI CITRA GRAHA OTOJASA SEMARANG Kalista, Cikita Amalia; Lubis, Nawazirul; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 1, Nomor 1, Tahun 2012
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

The development of business transportation is increasing rapidly. It means the company to compete in providing the best service to achieve the satisfaction of passangers. The research was carried out at PT. Cipaganti Citra Graha Otojasa Semarang with object Shuttle & Travel. From the data of visitors Cipaganti been no complaints of visitors related to vehicles, facilities, and services. This study aims to determine the level of passenger satisfaction for the quality of service Shuttle & Travel Cipaganti, consisting of attributes reliability, responsiveness, assurance, empathy, and tangibles. Type the study is a descriptive analytic. The data used in this study is primary data obtained using data collection instruments such as questionnaires and guiding Question. The population in this study were all passengers Shuttle & Travel Semarang, the sample of 100 respondents who used the technique purposive sampling. Analysis of the data used in this study is the Importance and Performance Analysis (Analysis of Importance and Performance / Satisfaction). Based on the Importance and Performance Analysis, it could be concluded that the average total for the dimensions of service quality are included in the category compatible. This shows performance service of Cipaganti that have been in compatible with the expectation of passengers. Advice can be given to the company is to improve service performance Cipaganti deemed important by visitors but still received less attention than the company as a driver order, speed of service, ease of contacting officers, and officers in communication skills.
Pengaruh Reputasi Perusahaan dan Kualitas Pelayanan terhadap Retensi Pelanggan dengan Kepuasan sebagai Variabel Intervening pada Maskapai Penerbangan Sriwijaya Air Semarang Panjaitan, Bill Ovid; Farida, Naili; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 1, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

The purpose of this study is to determine the effect of the company's reputation and quality of service to customer retention and satisfaction as an intervening variable in the airline Sriwijaya Air Semarang . This type of research is explanatory , with the technique of collecting data through a questionnaire. The sampling technique used purposive sampling technique , the sample of 100 peoples who are service users airline Sriwijaya Air Semarang . The method of analysis used in this study is Part Analiyst or Path Analysis.Based on the calculations show that there is a variable corporate reputation , quality of service , and satisfaction positive and significant impact on customer retention is equal to 21.0 % . Based on the analysis of pathways directly influences have a greater value than the indirect effect , it shows the customer will be immediately have a sense of retention of the services of the airline Sriwijaya Air flight.
PENGARUH BRAND IMAGE DAN PERCEIVED QUALITY TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi Kasus pada Maskapai Penerbangan Garuda Indonesia) Rahmatina, Missfala; Saryadi, Saryadi; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 5, Nomor 1, Tahun 2016
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

The high mobility of people to move in a short time has brought a shift in the use of air transport services continues to increase passenger numbers from year to year. Garuda Indonesia is one of the service providers state-owned airline which also increased the number of passengers even if put up fares are relatively higher than other airlines. Business development in the field of rapid airline could not be separated from the ability of the airline Garuda Indonesia create a brand image, establish perceived quality, and achieve customer satisfaction, so as to create customer loyalty. In this research used purposive sampling techniques on 100 respondents passenger airline Garuda Indonesia. Data collection techniques and research instruments using a questionnaire. The data obtained were analyzed quantitatively using SPSS, through validity and reliability test. While data analysis is done through a simple linear regression analysis, multiple linear regression, t-test, F test and path analysis. Based on the analysis it is known that the influence of the variable path brand image and perceived quality variable to variable, namely customer loyalty, brand image variables have a direct impact at 0,113, and the perceived quality variables have a direct impact at 0.170. Consumer satisfaction as an intervening variable has an effect of 0.378 to variable customer loyalty. Then, if the brand image through customer satisfaction to influence customer loyalty, known to influence by 0.542. Meanwhile, if the perceived quality through customer satisfaction to influence customer loyalty, known to influence by 1.039. Based on this it can be seen that, the influence of brand image and perceived quality on customer loyalty will be greater if through customer satisfaction. Based on the test results of the variable F brand image, perceived quality and customer satisfaction to customer loyalty together look that F count> F table (18.916> 3.9391), and the results show that the brand image, perceived quality and customer satisfaction has a positive influence on customer loyalty. The conclusion from this study is the higher brand image, perceived quality and consumer satisfaction of Garuda Indonesia, the higher the customer loyalty. The advice given is so much improved quality of service provided by the service better and more diverse facilities.
PENGARUH KOMPENSASI DAN MOTIVASI TERHADAP PRESTASI KERJA KARYAWAN PT. BANK SAHABAT PURBA DANARTA KANTOR PUSAT SEMARANG Krissabda, Audi Surya; Suryoko, Sri; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 2, Nomor 2, Tahun 2013
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Work performance is a very desirable outcome, either by employees or the workers themselves and the company. Compensation and Motivation has been found to increase employee performance. Therefore, two things need to be considered by the company in order to improve work performance. PT. Bank Sahabat Purba Danarta Pusat Semarang is one of the banks engaged in microfinance and has a new policy is to recruit staff on a large scale, but have not been able to realize the given target. The purpose of this reseacrh are: (a) To find there is an effect of compensation to work performance at PT. Bank Sahabat Purba Danarta. (b) To find there is an effect of motivation to work performance at PT. Bank Sahabat Purba Danarta. (c) To find there is an effect of compensation and motivation to work performance at PT. Bank Sahabat Purba Danarta. This research type is explanatory research to the 39 respondents to the census approach. Data collection techniques in this study using interview techniques, by means of questionnaires and literature study. The data obtained were analyzed qualitatively and quantitatively using analytical tools such as cross tables, test validity, reliability testing, simple linear regression, multiple linear regression and hypothesis testing with the t test and F test. The conclusion of this study is that there is a positive effect between compensation and motivation of the employees' performance of PT Bank Sahabat Purba Danarta kantor Pusat Semarang. The higher compensation and motivation of the employees' work performance will increase, and vice versa. Suggestions for increasing employees' work performance for the company to increase its attention to compensation and motivation that will ultimately improve the work performance of employees.
PENGARUH BAURAN RITEL TERHADAP LOYALITAS KONSUMEN DI SUPERMARKET SRI RATU PETERONGAN Wijayanto, Bebet; Prihartini, Apriatni Endang; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 2, Nomor 2, Tahun 2013
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

This research aims to investigate customer’s perception concerning retailing mix that has been done by Sri Ratu Peterongan Supermarket, its influence towards customer loyalty, and which variable influence customer loyalty the most. Population that was used is Sri Ratu Peterongan Supermarket’s customer who has SATU card. Number of sample is 100 people. Sampling technique that was used is nonprobability sampling. Sample was taken by purposive sampling method. Data which is obtained was analyzed qualitatively and quantitatively using validity and reliability test, crosstab analysis, correlation coefficient, simple linear regression, double linear regression, determination coefficient, t and F test with SPSS 18 for windows. Research results are retailing mix, consist of store location, merchandise, price, customer service, promotion, and store atmosfer, have positive influence towards customer loyalty, and customer service variabel has the biggest influence towards customer loyalty.
THE INVENTORY OF CAUSAL FACTORS CESSATION MEMBER OF “AKU” CARD ON ALFAMART HASANUDIN SEMARANG Hidayah, Arofani; Lubis, Nawazirul; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 2, Nomor 1, Tahun 2013
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Network minimarket like Alfamart which engaged in franchising race to realizing an benefit minimarket. One strategy that has been done Alfamart procurement card is a AKU card of membership. AKU card intended as a form of marketing activity that seeks to spread information, affect / remind the target market of the company and its products to be willing to accept, purchase and loyalty to the products offered by Alfamart. Based on this formulation of the problem in this research is still visible deterioration member holder I significantly. This study aims to determine the factors that influence a customer's decision to quit as a member of the Mini Alfamart I Hasanudin Semarang and to determine which factors are more dominant in influencing the customer's decision to quit as a member of the Mini Alfamart I Hasanudin Semarang. This type of research is descriptive research by using primary data and secondary data. The data was collected using data collection instruments such as guiding question for obtaining data from the company, while to obtain data from 57 respondents using a questionnaire. The sampling technique used was purposive sampling. Furthermore, the data obtained from the field processed in tabular form to facilitate the processing and subsequent analysis. Data analysis method used is descriptive analytic. From these results it can be concluded that of the seven factors that cause the holder ceases to be a member  because first accidentally moved as many as 14 people or 24.56%, both as a competitor interest as many as 13 people or 22.81%, the third since the issue of service as many as 12 people or 21.05%, fourth due to customer dissatisfaction by 7 people or 12.28%, the fifth since the price as much as 6 people or 10.53%, the sixth since the quality of the product as much as 3 or 5.26% and the seventh since location as much as 2 or 3.51%. 7 Among the most dominant factor to cause the respondent ceased to be a member of AKU Alfamart Hasanudin Semarang is inadvertently changed factor as many as 14 people or 24.56%. Advice that can be given in this study is the company should continue to pay attention to the exterior display that influence consumers to buy. As the installation of banners discount / promo should be placed strategically so that more consumers can see them. Attempting to add back the diversity of products / goods are sold so that consumers easily get the products / items that they want. Rotating merchandise, product layout, and not to just focus on stagnan product or item. Providing training to the cashier about how intensive calculation engine operation, so as not to hinder the process of the transaction and cause queues.
Co-Authors Agung Budiatmo Agus Hermani Agustiono Agustiono Alfaricha, Tita Ali Djamhuri Andi Wijayanto Anggraeni, Octovia Dwi Apong Utami Apriatni Endang Prihartini Apriatni Endang Prihatini Ari Pradhanawati Ariani Puspita Dewi Arisa Kristitanti, Arisa Arofani Hidayah Audi Surya Krissabda Bebet Wijayanto Bill Ovid Panjaitan Budjang, Ichwan Nugraha Bulan Prabawani Chaerunissa, Sabrina Diany Cikita Amalia Kalista Citra Aprilliani Putri, Citra Aprilliani Damayanti, Annisa Rahmadila Destrianita, Mayra Regita Dwi Oktaviana Sari, Dwi Oktaviana Dwi Susilowati Fauzia, Sabila Hayyu Febryanti, Atifa Alif Gultom, Sofia Grace Caroline Handoyo Djoko Waluyo Hari Susanta Nugraha Harviyanto, Fakhruddin 'Azzam Heppy Widya Antika Ibnu Jatmiko Ifrina Kurniasari Wahyudien, Ifrina Kurniasari Ilham Ainuddin Iman, Clara Monica Intan Nur Maharani Inyustisia, Adhila Ismi Nabila Juventia, Dilla Anggie Kamila, Devi Shifa Marchella Dwichandra Trixie Maulana Ichsan Maulida, Maria Missfala Rahmatina, Missfala Mreta Azizah Larasrini Muhammad Ivan Aliyan Naili Farida Nandha Meta K. D. Nawazirul Lubis Ngatno Ngatno Noviasari Dewi Eka Nur Fadhilah Ramadhini Rahman Nurul Ami Widiyasari, Nurul Ami Pangaribuan, Kheren Pinem, Robetmi Jumpakita Prananda Putri, Jessica Novin Pratama, Hega Bintang Pujiastuti, Natalia Sari Pusaka, Semerdanta Puspa Yudha Utama Putri, Amanda Rizkya Putri, Della Anisa Rahemas Pamesti Rahman, Akbar Taufikur Rahmawati, Astri Renggowati, Wyanet Jolieane Robetmi Jumpakita Pinem Rodhiyah Rodhiyah Sagala, Nur Cholis Rina Irawan Saputro, Hashfi Prasetyo Whido Saryadi Saryadi Sendhang Nurseto Sri Suryoko Sri Swasta Sudharto P Hadi Sulistiowati Sulistiowati Swasta, Sri Wahyu Hidayat Wibowo, Ardy Widayanto Widayanto Widiartanto Widiartanto Widyadana, Danis Yassar, Muchamad Chico Demas Yuniar Indah Suhartini, Yuniar Indah Zahra, Keviana Fatmanissa