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PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN KONSUMEN SMARTPHONE SAMSUNG DI SEMARANG Gultom, Melky; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 9, No 1 (2020): Jurnal Ilmu Administrasi Bisnis
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Samsung Electronics is the largest electronics device manufacturer in the world. The increase of competition in the smartphone market and the decline in sales and market share of Samsung smartphones makes Samsung have to make a better marketing strategy. Nowadays, company require to be able to produce products with good quality and prices so consumers will feel satisfied and will increase their loyalty. This research used explanatory research with data collection methods using a questionnaire. The sample in this study is 100 respondents of Samsung smartphone users in Semarang with a purposive sampling become sample collection technique. The results showed that there was a positive and significant effect on product quality and price on customer satisfaction, product quality and price on customer loyalty, positive and significant effect on customer satisfaction on customer loyalty. Based on the sobel test results, there was an influence between product quality on customer loyalty through consumer satisfaction with partial mediation, and the effect of price on customer loyalty through customer satisfaction occurs full mediation. The suggestion in this research is that companies can reach all levels of the economy without reducing the quality of the products offered.
PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN FAMILY FUN KARAOKE KELUARGA OUTLET SMG-03 SEMARANG Zulfa, Nur Amalia; Lubis, Nawazirul; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Volume 3, Nomor 4, Tahun 2014
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

As the development of the economy, companies in the services sector has increased rapidly, especially in entertainment services. This is due to the entertainment services has become people needs to relieve their fatigue and boredom from daily activities. In serving the customers, Family Fun Karaoke Keluarga Outlet SMG-03 Semarang is one of the karaoke company growing in Semarang, but the number of visitors has decreased from year 2011 – 2013 is accompanied by an increasing number of incoming complaints.This study aimed to know the effect of service quality and rate on customer loyalty through customer satisfaction Family Fun Karaoke Keluarga Outlet SMG-03 Semarang. Type of research is used explanatory. The population in this study is the customer Family Fun Karaoke Keluarga Outlet SMG-03 Semarang, by using the theory of Cooper and Emory then taken 100 respondents to be sampled and the sampling technique used a combination of incidental sampling and purposive sampling. Metohods of data collection using questionnaires, interviews, and documentation. Measurement scale used a Likert scale. The data analysis used validity test, reliability test, correlation coefficient, analysis of simple and multiple linear regression, determinant coefficient, significance test (t test and F test) and path analysis.The study concluded that the quality of service and rate altogether (simultaneously) or individually affect the dependent variable of customer satisfaction and customer loyalty. Based on the results of path analysis, the direct effect of service quality on customer loyalty smaller than the indirect effect, whereas the direct effect of rate on customer loyalty greater than the indirect effect.Suggestion of this study is Family Fun Karaoke Keluarga Outlet SMG-03 Semarang should be able to improve the quality of its services such as equipment provide, uniforms provide a more polite to work for employee and increase the ability of employees to serve customers and determine the relevant rate in order to continue to survive in the midst of intense competition at this time.
PENGARUH PROMOSI, HARGA DAN PELAYANAN TERHADAP KEPUTUSAN PEMBELIAN TOYOTA DYNA DENGAN JENIS USAHA SEBAGAI VARIABEL MODERASI (Studi Kasus Konsumen PT. New Ratna Motor, Semarang) Afifi, Fahmi Rezqa; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Volume 5, Nomor 1, Tahun 2016
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Goal of companies is become the market leader of their products. To achieve it, companies have to increase their sales volume. As Toyota brand holder in Central Java and DIY, PT. New Ratna Motor always tries to lead the market share in all car types, including two-tonnage vehicles (truck) class. Toyota Dyna becomes the favorite of Toyota in this class, which the competition in this class is tighter. Promotion, price, and service are some of important factors which can be related with consumer’s purchase decision of Toyota Dyna and the other brands. This research is aimed to analyze is there any relation between promotion, price, and service to purchase decision of Toyota Dyna. It is continued by analysis of relationship between these three independent variables to purchase decision with business type as moderating variable. This is a quantitative research with 78 respondents as samples of Toyota Dyna users in Central Java and DIY. Questionnaires, interviews, and website are used in collecting data. Determination coefficient and Moderated Regression Analysis are used to analyze data. Result of this research is there are significant relations between promotion, price, and service to purchase decision of Toyota Dyna. Business type variable is not a moderating variable in these relationships. Advice for the company to increase sales in Toyota Dyna is develop better strategies in promotion, price, and service.
ANALISIS PENGARUH DEBT TO EQUITY RATIO (DER) TERHADAP PRICE TO BOOK VALUE (PBV) DENGAN RETURN ON EQUITY (ROE) SEBAGAI VARIABEL INTERVENING (Studi Kasus pada Perusahaan Indeks LQ45 yang Terdaftar di Bursa Efek Indonesia Tahun 2013-2016) Marthalova, Rani Atika; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 7, No 3 (2018): Jurnal Ilmu Administrasi Bisnis
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

This research aims to analyze the influence of debt to equity ratio (DER) towards price to book value (PBV) through return on equity (ROE) at index LQ45 companies listed on the Indonesian Stock Exchange (IDX) from 2013 to 2016. The population of this research is index LQ45 companies. Sampling method used in this research is purposive sampling that obtains 40 companies as sample. The research data analysis uses Regression test, path analysis and mediation test (Sobel test) by using program of SPSS 21. The result shows that ROE is able to mediate the influence of DER on PBV. This research proves that with the existence of ROE, then the addition of DER could increase PBV. Furthermore, to achieve ROE at index LQ45 companies, DER has to be further improved so that later will increase PBV.
PENGARUH ATRIBUT PRODUK DAN WORD-OF-MOUTH TERHADAP KEPUTUSAN PEMBELIAN MELALUI BRAND IMAGE SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA PENGGUNA PRODUK MEREK EIGER DI KOTA SEMARANG) Prihanto, Eko; Rodhiyah, Rodhiyah; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Volume 5, Nomor 1, Tahun 2016
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Business development and industry that occurred lately felt more stringent and full of competition. This competition eventually forced an effort to receive a situation where they have to innovate by continue to adhere to competition. Eiger as a brand over products outdoor equipment, is trusted brand but the outdoor brand product development providers equipment  is bigger. it has been steadily declining sales especially in Semarang city. This study attempts to affect influence attributes products (X1) and word of mouth (X2) the decision to buy (Y2) through the brand image (Y1) users on brand in products eiger Semarang city. The type used is explanatory. The sample used technique combined purposive sampling and accidental sampling. The measured of scale is using likert scale. In the analysis data using the validity, reliability, a correlation coefficient, regression analysis linear multiple, the determine coefficient , t, f and sobel test by using the SPSS tools. The results show all of variable independent in this study had influence on variables depends, whether partial and simultaneous, while variable attributes products affect the purchase through the brand image mediation perfect happened and variable word-of-mouth affecting the purchase through the brand image mediation partial. For advice, making braver design again, maximize print and electronic to advertise and delivery of services sales more educate, things are useful for more interesting and ensure consumers to products that produced.
PENGARUH CITRA MEREK DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN SEPEDA MOTOR HONDA BEAT PADA PT. ASTRA HONDA MOTOR SEMARANG Pratama, Salvandi Qito; Hermani, Agus; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 1, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Studying consumer behavior is an important thing that should be done by every company today. It is intended that the products they produce can be accepted by the public and can be successful in the competition between companies. This research was conducted at PT. Astra Honda Motor Semarang object Honda Beat. From the data known of buyers of Honda Beat Honda Beat fluctuations in the number of purchases and an increase in sales of Honda Beat branding but Honda Beat is still not able to shift the current Mio as the top brand. As a company engaged in the automotive, PT. Astra Honda Motor Semarang must build a good brand image since the beginning could through quality products so that the brand image in the minds of consumers and trustworthy and good quality products in order to increase the purchasing decisions of consumers by more varied, more qualified, and can understand what needed by the consumer.This study aimed to determine the effect of brand image (X1) and the quality of the product (X2) on purchase decisions (Y) Honda Beat. This type of research uses explanatory research with data collection method using interviews and data collection tools used questionnaires to a sample of 100 respondents buyer Honda Beat using purposive sampling method. Analysis technique using the validity, reliability, simple linear regression, multiple linear regression, t test and f by means of SPSS 17.Based on the results of statistical calculations in mind that the quality of products influence the purchasing decisions of 42.3%, while the brand image influence the purchasing decisions of 29.8%. Taken together brand image and product quality influence on purchasing decisions by 45.4%. While the remaining 54.6% is influenced by variables or other factors such as price, promotion, and others.Advice can be given to the company is to improve the brand image of Astra Honda Motor in order to be better that terkaitan the respondent trust company Honda. Besides the need for CSR (Corporate Social Responsibility) by PT. Astra Honda Motor as a concern for the environment and society. Companies must increase community activities Honda Beat users to further enhance the prestige of the user, so that it can assist management in making the latest innovations to the product of Honda Beat. If the product quality can be maintained Honda Beat is in itself a positive brand image of Honda Beat will also be formed.
Pengaruh E-Service Quality Dan Keamanan Terhadap Keputusan Penggunaan Jasa Marketplace Tokopedia (Studi Kasus Seller Tokopedia) Ciptowening, Adhi Kurniawan; Dewi, Reni Shinta; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Currently buying and selling process can be done online via the internet, which does not require sellers and buyers to meet. This opportunity was taken by Tokopedia with its business marketplace. A marketplace is a website or application that facilitates the buying and selling process from various stores. However, it is not responsible for the goods sold, but to provide a place for sellers and help them to meet buyers, thus, the process of transactions will be conducted. At the beginning of 2020, Tokopedia received news of user data theft, which had an impact on its security aspects. This study aims to determine the effect of e-service quality and security on the decision of the seller to use the Tokopedia marketplace services. This type of research is explanatory with a purposive sampling method. The data collection technique used a questionnaire to 100 sellers of Tokopedia as respondents. SPSS 21.0 application is used to analyze the data analysis technique. The results of this study show that e-service quality has a positive and significant effect on usage decision, security has a positive and significant effect on usage decision, simultaneously e-service quality and security have a positive effect on usage decision. The suggestions for Tokopedia in this research in the form of improving communication services and transaction complaint system. Besides, Tokopedia must restore its corporate security image so that users can rebuild their trust in Tokopedia.Keywords: E-service quality; Security; Usage Decision; Marketplace Abstrak: Saat ini kegiatan jual-beli dapat dilakukan secara online melalui internet dan tidak mengharuskan penjual dan pembeli untuk bertemu. Peluang ini diambil oleh Tokopedia dengan bisnis marketplace-nya, marketplace adalah sebuah website atau aplikasi online yang memfasilitasi proses jual beli dari berbagai toko. Pihak marketplace tidak bertanggung jawab atas barang-barang yang dijual karena tugas mereka adalah menyediakan tempat bagi para penjual dan membantu mereka untuk bertemu pembeli dan melakukan transaksi. Diawal tahun 2020 Tokopedia mendapat berita pencurian data pengguna, hal ini berdampak pada aspek keamanan Tokopedia. Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality dan keamanan terhadap keputusan penggunaan jasa marketplace Tokopedia oleh seller. Tipe penelitian ini adalah explanatory research dengan metode purposive sampling. Teknik pengumpulan data menggunakan kuesioner kepada 100 seller Tokopedia sebagai respondennya. Teknik analisis data dianalisis menggunakan aplikasi SPSS 21.0. Hasil penelitian ini menyatakan bahwa e-service quality berpengaruh positif dan signifikan terhadap keputusan penggunaan jasa, keamanan berpengaruh positif dan signifikan terhadap keputusan penggunaan jasa, secara simultan e-service quality dan keamanan berpengaruh positif terhadap keputusan penggunaan jasa. Adapula saran untuk Tokopedia dalam penelitian ini berupa, meningkatkan pelayanan komunikasi dan memperbaiki sistem komplain transaksi. Selain itu Tokopedia juga harus mengembalikan citra keamanan perusahaannya agar pengguna percaya terhadap Tokopedia. Kata kunci: E-service quality; keamanan; Keputusan Penggunaan; Marketplace
Pengaruh Country Of Origin Dan Brand Image Terhadap Minat Beli Smartphone Asus Di Kota Semarang Pradipta, Alvidy Brilian; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Globalization and technology advances is becoming a center of attention of local and international community of marketers develop electronic products to attract consumers' purchasing intentions. It is important to understand the consumer behavior towards electronic product that has the country of origin and brand image for contrasted from other products. This research is aimed to reveal: (1) the effect of country of origin on purchase intention of ASUS Smartphone in Semarang, (2) the effect of brand image on purchase intention of ASUS Smartphone in Semarang, and (3) the effect of country of origin and brand image on purchase intention of ASUS Smartphone in Semarang. This research type is explanatory research, with the techniques of data collection through the questionnaire. Sampling techniques using a purposive sampling technique. The sample in this research are 100 respondents which is a ASUS smartphone users in Semarang. This research using techniques of quantitative analysis. Quantitative analysis using the test validity, reliability test, coefficient of correlation, linear regression analysis, the determination coefficient, and significance test with SPSS 16.0. Based on the analyzed result, it can be concluded that there was a significant positive effect among country of origin, brand image, and perceived on purchase intention of ASUS smartphone in Semarang. However, to increase purchase intention, it is necessary to increase creativity and innovation in the products, as well as advances and developments in the latest technology.Keywords: Country of origin; Brand image; Purchase Intention Abstrak: Globalisasi dan kemajuan teknologi tengah menjadi pusat perhatian masyarakat lokal maupun internasional pemasar mengembangkan produk elektronik untuk menarik minat beli konsumen. Maka penting untuk memahami perilaku konsumen terhadap produk elektronik yang memiliki country of origin, brand image, dan persepsi untuk mebedakan dari produk lainnya. Penelitian ini bertujuan untuk mengetahui: (1) pengaruh country of origin terhadap minat beli smartphone ASUS di Kota Semarang, (2) pengaruh brand image terhadap minat beli smartphone ASUS di Kota Semarang, dan (3) pengaruh country of origin dan  brand image terhadap minat beli smartphone ASUS di Kota Semarang. Tipe penelitian ini adalah explanatory research, dengan teknik pengumpulan data melalui kuesioner. Teknik pengambilan sampel menggunakan teknik non-purposive sampling. Sampel dalam penelitian ini berjumlah 100 responden yang merupakan pengguna smartphone ASUS di Kota Semarang. Penelitian ini menggunakan teknik analisis kuantitatif. Analisis kuantitatif menggunakan uji validitas, uji reliabilitas, koefisien korelasi, analisis regresi linier, koefisien determinasi dan uji signifikansi dengan bantuan SPSS 16.0. Berdasarkan hasil analisis dapat disimpulkan terdapat pengaruh yang positif dan signifikan antara country of origin dan brand image terhadap minat beli smartphone ASUS di Kota Semarang. Namun untuk meningkatkan minat beli perlu ditingkatkannya kreativitas dan inovasi pada produk-produk yang dihasilkan, serta kemajuan dan perkembangan pada teknologi terbaru.Kata kunci: Country of origin; Brand image; Minat Beli
Pengaruh Brand Image Dan Harga Terhadap Keputusan Pembelian Sepeda Motor Honda Scoopy Dengan Minat Beli Sebagai Variabel Intervening Narendra Bagaskara, Nicodemus; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: The more motorcycle brands that are on the market, will lead costumer to have a greater opportunity to choose which products that suit them the most, which makes companies also have to improve ways such as increasing brand image and providing prices that can compete in the market. This study aims to determine the effect of brand image, price on purchasing decisions through purchase intention as an intervening variable for Honda Scoopy motorcycle products in the city of Semarang. This type of research is explanatory research and sampling using nonprobability sampling techniques, purposive sampling method. Data collection using questionnaires and google form. The sample used is 100 respondents of Scoopy consumers in Semarang City. This study uses quantitative and qualitative analysis with validity, reliability, correlation coefficient, determination coefficient, simple and multiple regression, significance t-test, f test, mediation test, and Sobel test. The results showed that brand image affected purchase intention, price affected purchase intention, brand image and price affected purchase intention. Then the brand image affects the purchase decision, the price affects the purchase decision, the purchase intention affects the purchase decision, there is an influence of the brand image on the purchase decision through the purchase intention, and there is a price effect on the purchase decision through the purchase intention. Keywords: Brand Image; Price; Purchase Decision; Purchase Intention Abstrak: Semakin banyak merek sepeda motor yang berada di pasaran, tentu akan membantu konsumen untuk memiliki kesempatan yang lebih besar untuk memilih produkmana yang dinginkan dan dibutuhkan, yang menjadikan perusahaan juga harus meningkatkan cara seperti meningkatkan brand image dan memberikan harga yang dapat bersaing dipasaran. Penelitian ini bertujuan untuk mengetahui pengaruh brand image, harga terhadap keputusan pembelian melalui minat beli sebagai variable intervening produk sepeda motor honda scoopy di kota Semarang. Tipe penelitian adalah explanatory research dan pengambilan sample menggunakan teknik nonprobability sampling, metode purposive sampling. Pengumpulan data menggunakan kuesioner dan google form. Sampel yang digunakan sebanyak 100 responden konsumen Scoopy di Kota Semarang. Penelitian ini menggunakan analisis kuantitatif dan kualitatif dengan uji validitas, reliabilitas, koefisien korelasi, koefisien determinasi, regresi sederhana dan berganda, signifikasi uji t, uji F, uji mediasi, dan uji sobel.Kata kunci: Brand Image; Harga; keputusan pembelian; niat membeli
Pengaruh Inovasi Produk Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada KFC Srondol Mustamu, Elijah Joel; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: This research background is based on the development of fast food industry that are growing in Indonesia, causing the numbers of competitor racing towards the customer’s heart. The uniqueness and new product innovation from business corporation can produce continuity and strength in terms of competing with other competitor, especially with competitors that threatens the survival of that company. KFC is one of an example of fast food restaurant. Based on the data, KFC’s sales on the Product Innovation experience ups and downs and only one product that keep on rising. Which means customer often tries food, then doesn’t make repurchase if they don’t like it. The type of this study is explanatory research, and the sampling technique uses a non-probability sampling technique. The data are obtained using Google forms. The number of samples used is 58 respondents who’ve bought KFC’s new product. This study results showed that Product Innovation Affects Customers Loyalty through Customers Satisfaction. Based on the analysis, researcher advises KFC to extend the period of time on new product innovation, be more selling via Social media and other marketing method, and to make KFC product more unique, more variety, quality improvement, and also do some research about what the customer wants and needs. Keywords: product innovation; customer satisfaction; loyality  Abstrak: Penelitian ini dilatar belakangi oleh berkembangnya dunia industri makanan cepat saji secara pesat di Indonesia menyebabkan tingkat persaingan untuk mendapatkan hati konsumen semakin tinggi. Keunikan dan inovasi baru produk dari para pelaku usaha dapat menghasilkan kontinuitas dan kekuatan mereka dalam bersaing dengan para pesaing lainnya, terutama pelaku usaha yang memiliki lawan yang dapat mengancam keberlangsungan hidup perusahaan tersebut. Salah satu contoh restoran fastfood di Indonesia yaitu KFC. Berdasarkan data yang diperoleh, produk inovasi dari KFC penjualannya mengalami naik turun dan hanya satu yang mengalami kenaikan secara terus menerus. Sampel yang digunakan yaitu sebanyak 58 responden yang pernah membeli produk baru KFC.. Hasil penelitian ini menunjukkan bahwa inovasi produk berpengaruh terhadap kepuasan konsumen dan juga loyalitas konsumen, kepuasan konsumen berpengaruh terhadap loyalitas konsumen, serta terdapat pengaruh antara inovasi produk dengan loyalitas konsumen melalui kepuasan pelanggan. Berdasarkan hasil analisis yang dilakukan, maka peneliti menyarankan supaya KFC lebih memperpanjang masa mereka dalam menjual produk inovasi, lebih menggencarkan promosi produk inovasi mereka melalui media cetak maupun media sosial, membuat produk-roduk KFC lebih unik dan menarik, meningkatkan kualitas dari produk- produk mereka, serta melakukan penelitian pada masyarakat terhadap keinginan dan kebutuhan. Kata kunci: inovasi produk; kepuasan; loyalitas
Co-Authors Agus Hermani Andi Wijayanto Apriatni Endang Prihatini Ardhito Katon Bagaskara, Ardhito Katon Ari Pradhanawati Ashfia, Sumayyah Ashfa Banurea, Paulus Christian Ciptowening, Adhi Kurniawan Damayanti, Annisa Rahmadila Dilla, Sri Farah Eko Prihanto, Eko Endang Larasati Fahmi Rezqa Afifi, Fahmi Rezqa Gultom, Melky Hari Susanta Nugraha Hudatama, Budiarmanda Ikhsan Imbaruddin, Amirul Kusumarita, Anna Lisdiani, Vendriana Marcelo, Stephen Hammel Marthalova, Rani Atika Mumpuni, Wahyuni Putri Mustamu, Elijah Joel Naili Farida Narendra Bagaskara, Nicodemus Nasrullah Nasrullah Nawazirul Lubis Nur Amalia Zulfa Nur Fitriasih, Rika Olivia, Gegahertzy Rindo Pradipta, Alvidy Brilian Pramesti, Nafi Addin Prawira, Insanul Kahfi Rachmi Murti, Canta Lalita Rahman, Ferdiyan Aditya Raidandi, Akbar Reni Shinta Dewi Rita Kartika Sari Rodhiyah Rodhiyah SAFITRI, Retno Vivi Sakti, Sandi Yudha Salvandi Qito Pratama Sari Listyorini Saryadi Saryadi Sendhang Nurseto Sofi Nurul Ghoini, Sofi Nurul Sri Suryoko Sri Suwitri Sugiyarsih, Susi Tunggal, Cecilia Audrey Tyas Rooswitasari, Tyas Unsha, Tanzila Al Widiartanto Widiartanto Yogia Dana Mandhala, Yogia Dana