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Pengaruh Pelayanan dan Kualitas Produk Terhadap Loyalitas Pelanggan Purba, Jan Horas Veryady; Sulistiono, Sulistiono
Jurnal Ilmiah Manajemen Kesatuan Vol 1 No 1 (2013): JIMKES Edisi April 2013
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Service and product quality is an important factor in order that an enterprise keeps running competition. The enterprise has to cultivate good relationship with the customers and keeps striving to increase service and product quality so that the consuners keep having loyalty to the enterprise. To get competitive excellence, every enterprise must be able to satisfy the consummers. Therefore, the strategy based on the managementâ€™s commitment to increase service and product quality to satisfy the consumers should be done continually, thereby the consumersâ€™ satisfaction will be created. This research was conducted to find out the effect of service and pruduct quality on the consumersâ€™ loyalty to the enterprise, that is McDonaldâ€™s. The method used is interviewing, library study, and field research by questionnaire. The research was carried out at McDonaldâ€™s Indonesia located in Jalan Pajajaran Bogor. McDonaldâ€™s Indonesia is an enterprise producing food and beverage. The evaluation result on this research shows that the steps done by McDonaldâ€™s in maintaining The consumersâ€™ loyalty are providing service and product quality and providing better and more comfortable oulet for the consumers. It should be taken note of as well, that is providing more and more satisfied service and product quality and creating more variation of its products, so that the consumers will be attracted to by them. Thereby, the enterprise has to maintain the consumers to be more loyal to McDonaldâ€™s. Keywords:service; product quality; consumersâ€™ loyalty

Pengaruh Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Keputusan Pembelian Meliana, Meliana; Sulistiono, Sulistiono; Setiawan, Budi
Jurnal Ilmiah Manajemen Kesatuan Vol 1 No 3 (2013): JIMKES Edisi Desember 2013
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

In today's era of globalization, rapid growth in the retail industry in Indonesia and is full of intense competition. Retail is one type of service companies that are closely related to the quality of service, so the researchers decided to examine the magnitude of the effect of service quality and consumer confidence in purchase decisions. Service quality is measured by three variables: the quality of interaction, the quality of the physical environment and quality of results. The method used in this study were: descriptive associative, while the data collection techniques conducted by distributing questionnaires. Questionnaire that will be deployed as many as 100 exemplar. To quantify this relationship, researchers used a method of path analysis with SPSS 17 for such tools. The results indicate that there is a fairly strong influence and significant relationship between service quality and consumer confidence as well as the influence of service quality and consumer confidence are also strong and significant impact on purchasing decisions. Keywords: Quality of Service, Consumer Confidence, Buying Decision.

Faktor-Faktor Pembentuk Kepuasan Pelanggan Minyak Goreng Bermerek Di Kota Bogor Berbasis Model Partial Least Square Sulistiono, Sulistiono; Setiawan, Budi
Jurnal Ilmiah Manajemen Kesatuan Vol 1 No 3 (2013): JIMKES Edisi Desember 2013
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Kepuasan pelanggan merupakan inti dari setiap bisnis, dalam jangka pendek sebagai upaya untuk meningkatkan revenue dan profit, sedangkan dalam jangka panjang dapat membangun loyalitas dan memperkuat merek. Beberapa model kepuasan pelanggan yang telah digunakan pada beberapa Negara, seperti di Eropa (ECSI/ European Customer Satisfaction Index), Amerika (ACSI/American Customer Satisfaction Index), menggunakan model Partial Least Square (PLS). Minyak goreng bermerek memiliki market size mencapai Rp 12 Triliun setiap tahunnya. Persaingan minyak goreng bermerek semakin tinggi, sebagaimana ditandai dengan jumlah merek yang bertambah dan semakin menurunnya penetrasi konsumsi minyak terhadap GDP per kapita di Indonesia. Berdasarkan data Top Brand di Indonesia selama 10 tahun terakhir, terlihat bahwa sebuah merek minyak goreng superior dalam 3 tahun terakhir mulai mengalami penurunan. Hal ini merupakan salah satu indikator berkurangnya pangsa pasar sebagai akibat dari loyalitas pelanggan yang menurun meskipun kepuasannya tetap. Penelitian ini bertujuan untuk menjawab permasalahan (a) Bagaimana hubungan kausalitas yang terjadi di antara peubah-peubah latent, sebagai faktor penting dalam pembentukkan kepuasan pelanggan, (b)Apakah kepuasan pelanggan secara keseluruhan berpengaruh secara nyata terhadap loyalitas pelanggan, dan (c) Bagaimana bentuk terbaik dari model Partial Least Square kepuasan pelanggan. Metode penelitian menggunakan metode survey, di wilayah Kecamatan Bogor Barat, dan Kecamatan Tanah Sareal. Sampel berukuran 100 orang responden secara nonprobability. Hasil penelitian menunjukkan bahwa hubungan kausalitas yang terjadi di antara peubah-peubah latent pembentuk kepuasan pelanggan, seluruhnya memiliki hubungan kausalitas yang positif dan nyata. Faktor-faktor penting pembentuk kepuasan pelanggan yang telah ditetapkan dalam model Partial Least Square (PLS), memiliki pengaruh yang positif dan nyata terhadap loyalitas pelanggan. Bentuk model PLS terbaik dari kepuasan pelanggan minyak goreng di Kota Bogor, adalah dengan mengeluarkan indikator IMAGE3 pada peubah latent Image dan indikator LOYAL1 pada peubah latent Loyalty. Kata kunci: model partial least square, kepuasan pelanggan, pereferensi konsumen

Pengaruh Motivasi, Budaya, dan Sikap Konsumen Terhadap Keputusan Pembelian Produk Indomie Keren, Keren; Sulistiono, Sulistiono
Jurnal Ilmiah Manajemen Kesatuan Vol 7 No 3 (2019): JIMKES Edisi Desember 2019
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Consumption of instant noodle products in Indonesia is quite high. Especially the Indomie instant noodle which is the market leader in the Indonesian instant noodle product market. In purchasing products, consumers are influenced by three factors, namely motivation, culture, and consumer attitudes. This research is a survey research with data collection method through interviews using a questionnaire instrument to 100 respondents in the Bogor city. Based on the analysis of the data obtained, it is known that of the three variables studied, Consumer Attitude is the most influential variable on the Purchase Decision of Indomie brand instant noodle products because it has the greatest beta value among the other variables. From the partial test results (t and F test) it can be obtained that the three exogeneus variables (Consumer Motivation, Culture, and Consumer Attitudes) have the same strong and positive influence simultaneously on the Purchase Decision of Indomie brand instant noodle products.

Pengaruh Electronic Word Of Mouth Dan Promosi Media Sosial Terhadap Minat Beli Pada Produk Fashion Eiger Sinaga, Bona Aripin; Sulistiono, Sulistiono
Jurnal Ilmiah Manajemen Kesatuan Vol 8 No 2 (2020): JIMKES Edisi Agustus 2020
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v8i2.329

Eiger as a fashion brand and outdoor equipment often promotes social media through advertisements on social media, but the advertisement is sometimes not well targeted, so it is seen by many people who do not like to do outdoor activities, which makes the promotion by Eiger ineffective. This study aims to 1). Knowing the effect of eWOM on buying interest in Eiger fashion products in Bogor, 2). Knowing the effect of promoting social media on buying interest in Eiger fashion products in Bogor, and 3). To determine the effect of electronic word of mouth and social media promotion on buying interest in Eiger fashion products in the city of Bogor. This research uses a quantitative approach involving 100 respondents. Primary data collection using a questionnaire and secondary data collection using literature study. Hypothesis testing in this study uses multiple linear regression analysis with a significance value ï¡ = 5% using SPSS 22 analysis tools. The results of the study show that simultaneously electronic variable word of mouth and social media promotion variables have positive and significant influence on buying interest. Partially the electronic word of mouth variable has a positive and significant influence on buying interest, as well as the variable of social media promotion which has a significant and positive influence on buying interest. Keywords: electronic word of mouth, buying interest, social media promotion

Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Tirta Pakuan Kota Bogor Retna, Dewi Wulan; Sulistiono, Angga
Jurnal Ilmiah Manajemen Kesatuan Vol 2 No 3 (2014): JIMKES Edisi Desember 2014
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v2i3.805

In the free trading era, many companies are met with increasing consumer demands. Companies must provide service excellenÃ¦ to satisfr customets. The serviÃ¦ quality has a closed relationship with the customer satisfaction. PDAM Tirta Pakuan Kota Bogor, as a public service company, develops the products and services quality. The companies' strategies are providing a goodfoundation for business continuity, encourage the creation ofcustomer satisfaction, establish recommendations through word of mouth. The purpose of this study is to examine the effect of product quality and service quality on customer satisfaction. The results showed that the regression equation ofproduct quality and service quality on customer satisfaction is: Y = 7.054 + 0.164 XI + 0.468 X2. It means that all the independent variables has a positive effect on customer satisfaction. The hypothesis test ofpartial variable product quality and service quality showed significantly, because all the significant value under 0.05. Product quality has significantly positive effect on customer satisfaction. The result ofsimultaneous hypothesis testing are rejecting HO and accepting HI. So it can be concluded that the product quality (XI) and service quality (X2) simultaneously influenÃ¦ the customer satisfaction variable. Based on the result study, The Product Quality and Service Quality are the important components to be increased by PDAM Tirta Pakuan Kota Bogor. Keywords: quality products, quality service, customer satisfaction

PENGARUH PREFERENSI KONSUMEN DAN PERSEPSI KUALITAS TERHADAP LOYALITAS PELANGGAN Sulistiono, Angga; Alliah, Khalifah Nur
Jurnal Ilmiah Manajemen Kesatuan Vol 3 No 2 (2015): JIMKES Edisi Agustus 2015
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v3i2.825

The purpose ofthis study is (1) To determine the Consumer Preferences toward Customer Loyalty. (2) To determine the quality of their perception of the Customer Loyalty. (3) To know the quality of their Consumer Preferences and Perceptions on Customer Loyalty. The number of respondents that weighs the target of this research were 100 respondents to the methodology used is the regression equation and correlation. With the help ofSPSS software version 22.0. The results of this study were (1) the regression equation: Y = -1.491 + 0.389x1 + 0.539x2. This means that all variables have a positive effect on customer loyalty. (2) 34.4% variability explained by the Customer Loyalty and Customer Loyalty Consumer Preferences (R square = 0.343). (3) Consumer preferences have exhibited significantly positive effect on customer loyalty. (4) Perceived Quality has exhibited significantly positive effect on customer loyalty. (5) In a simultaneous regression, Consumer Preferences and Customer Loyalty has a positive and significant impact on customer loyalty. Keywords : Consumer Preferences, Perceived Quality, and Customer Loyalty.

Pengaruh Kualitas Produk, Citra Merek, Kepercayaan Konsumen Terhadap Keputusan Pembelian Motor Yamaha Mio Sulistianti, Ina; Sulistiono, Sulistiono
Jurnal Ilmiah Manajemen Kesatuan Vol 9 No 3 (2021): JIMKES Edisi Desember 2021
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v9i3.798

This study aims to determine whether the effect of Product Quality, Brand Image, and Consumer Trust partially and simultaneously influence the Purchase Decision. The population in this study are consumers who use or have used Yamaha Mio in Bogor City with a total sample of 170 people. Data testing is done using SPSS 23 software. The results of this study are as follows: (1) Product quality partially influences purchasing decisions with a t count value greater than t table (2,996 > 1.65). (2) Brand Image partially influences purchasing decisions with the t-count value greater than t-table (2.892 < 1.65). (3) Consumer Confidence partially influences purchasing decisions with a t-count value greater than t-table (3.903 > 1.65). (4) Product Quality, Brand Image, and Consumer Trust simultaneously have a positive and significant effect on Purchase Decisions with a calculated F value greater than F table (45.189 > 2.66) and a significance value of 0.000. Keywords : Effect of Product Quality, Brand Image, Consumer Trust and Purchase Decision.

Peran Kepuasan Konsumen Sebagai Mediator Pengaruh Persepsi Kualitas Layanan Dan Persepsi Harga Terhadap Loyalitas Konsumen Nida Arista Ramadhanti; Sulistiono Sulistiono
Jurnal Ilmiah Manajemen Kesatuan Vol 10 No 1 (2022): JIMKES Edisi April 2022
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v10i1.1275

This study aims to find out if the Role of Consumer Satisfaction as a Mediator Between The Perception of Service Quality and Price Perception positively and significantly affects Consumer Loyalty. The population in this study is GOJEK Online Transportation Service Users In Bogor City with a sample number of 210 people. This research was conducted using SEM (Structural Equation Modelling) analysis using SPSS 23 and LISREL 8.8 Software. The results of this study are as follows: (1) Service Quality Perception has a positive influence and significantly on Consumer Satisfaction as a mediator with a t-Value value of 4.55 > Critical Ratio (CR) value of 1.96. (2) Price Perception has a positive influence and significantly on Consumer Satisfaction as a mediator with a t-Value value of 7.69 > Critical Ratio (CR) value of 1.96. (3) Service Quality Perception has a positive and significant influence on Consumer Loyalty with a t-Value of 2.64 > Critical Ratio (CR) value of 1.96. (4) Price Perception has a positive and significant influence on Consumer Loyalty with a t-Value of 2.13 > a Critical Ratio (CR) value of 1.96. (5) Customer Satisfaction as a mediator has a positive and significant influence on Consumer Loyalty with a t-Value of 4.09 > a Critical Ratio (CR) value of 1.96. (6) Service Quality Perception has a positive and significant influence on Consumer Loyalty through Consumer Satisfaction as a mediator with a t-Value value of 3.33 > Critical Ratio (CR) value of 1.96. (7) Price Perception has a positive and significant influence on Consumer Loyalty through Consumer Satisfaction as a mediator with a t-Value value of 3.93 > a Critical Ratio (CR) value of 1.96.

Pengaruh Kualitas Produk, Citra Merek, Kepercayaan Konsumen Terhadap Keputusan Pembelian Motor Yamaha Mio Ina Sulistianti; Sulistiono Sulistiono
Jurnal Ilmiah Manajemen Kesatuan Vol 9 No 3 (2021): JIMKES Edisi Desember 2021
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v9i3.798

This study aims to determine whether the effect of Product Quality, Brand Image, and Consumer Trust partially and simultaneously influence the Purchase Decision. The population in this study are consumers who use or have used Yamaha Mio in Bogor City with a total sample of 170 people. Data testing is done using SPSS 23 software. The results of this study are as follows: (1) Product quality partially influences purchasing decisions with a t count value greater than t table (2,996 > 1.65). (2) Brand Image partially influences purchasing decisions with the t-count value greater than t-table (2.892 < 1.65). (3) Consumer Confidence partially influences purchasing decisions with a t-count value greater than t-table (3.903 > 1.65). (4) Product Quality, Brand Image, and Consumer Trust simultaneously have a positive and significant effect on Purchase Decisions with a calculated F value greater than F table (45.189 > 2.66) and a significance value of 0.000. Keywords : Effect of Product Quality, Brand Image, Consumer Trust and Purchase Decision.

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