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SATISFACTION AS INTERVENING VARIABLE TO BUILD CUSTOMER’S LOYALTY TOWARDS PT.SAMUDERA PERDANA SELARAS SEMARANG AS FREIGHT FORWARDING COMPANY Ayu Wular Arum; Budi Prasetya; Sri Eka Sadriatwati
Admisi dan Bisnis Vol 19, No 2 (2018): JUNI 2018
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (909.365 KB) | DOI: 10.32497/ab.v19i2.1277

Abstract

This research is purposed to find out whether there was any direct or indirect significant and positive influence between service quality which consist of 5 indicators: reliability, responsiveness, assurance, empathy, and tangible, price, customers’ satisfaction to customers’ loyalty. The population of this research are all exporters of PT.Samudera Perdana Selaras Semarang in 2016 which are 80 exporters. The sample technique used for this research is saturation sample which means all exporters. The analysis technique used was path analysis.The result shows that the F test for regression stage 1 and 2 are higher than F table so it is concluded that there is an influence between Service Quality and Price variable to Exporter’s Satisfaction simultaneously or H3 is accepted, and hypothesis that there is an influence between Service Quality, Price, and Exporter's Satisfaction to Exporter’s Loyalty simultaneously or H7 is also accepted. Partially, based on t test for regression coefficient stage 1 and 2, price is proved to have the biggest influence directly and indirectly to customer loyalty with regression coefficient between 3,485 and 4,362. While the coefficient of determination (R test) is obtained by adjusted R2 value = 0.608 = 60.8% shows that the influence of Service Quality, Price, Exporter's Satisfaction on Exporter’s Loyalty is 60,8%, and the influence of other variables that influence the value of exporter's satisfaction variable beyond this research is 39,2%.It is recommended that PT.Samudera Perdana Selaras Semarang provides services as promised and in accordance with customer’s expectations, also by improving the service quality by 24 hours availibility of services whether there is a change or no change of stuffing or loading and unloading schedule.
THE INFLUENCE OF PRODUCT PRICE, PRODUCTION VOLUME, AND EXCHANGE RATE TOWARD “NAGAI” EXPORT VOLUME IN PT BINA BUSANA INTERNUSA SEMARANG Iga H Hardina; Budi Prasetya; Taviyastuti Taviyastuti
JOBS (Jurnal Of Business Studies) Vol 4, No 2 (2018): Desember 2018
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/jobs.v4i2.1492

Abstract

Export volume of spesific product is affected by many factors. Some of them are product price, production volume, and exchange rate. This research aims to find out the influence of product price, production volume, and exchange rate toward export volume of “Nagai” product in PT Bina Busana Internusa Semarang. This research used secondary data in the form of annual and monthly report of sales, production volume, and exchange rate used during transaction for the period of May 2015 – May 2018, so there are 37 samples for this research. Data analysis technique used in this research is multiple linear regression. The result shows that there is a simultaneous effect of product price, production volume, and exchange rate toward export volume of “Nagai”. Partially, product price has negatively effect on “Nagai” export volume. Production volume and exchange rate both give possitive effect on “Nagai” export volume. Production volume is the most influential independent variable compared to product price and exchange rate. Suggestion to increase the export volume of “Nagai” product in short term period is to give an extra attention to production factors and stock opname that will affect directly to production volume.
THE INFLUENCE OF BRAND IMAGE, PRICE PERCEPTION, AND SERVICE QUALITY ON CUSTOMER’S LOYALTY OF “POS EXPRESS” WITH CUSTOMERS’ SATISFACTION AS INTERVENING VARIABLE (A CASE STUDI AT SEMARANG PROCESSING CENTRE) Astrid Tiara Murti; Budi Prasetya; Isnaini Nurkhayati
JOBS (Jurnal Of Business Studies) Vol 3, No 2 (2017): Desember 2017
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/jobs.v3i2.1476

Abstract

This study aims to identify and analyze the influence of brand image, price perception, and service quality on customer’s loyalty of Pos Express with customers’ satisfaction as intervening variable. This study is counted as research survey, the population in this study is the customer who had used Pos Express more than twice. The technique used for collecting the data is purposive sampling, with obtained sample as many as 100 people. The research instrument used in this study has been tested it’s validity and reliability. The data analysis tools used for research hypotheses is path analysis with helps from multiple linear regression and sobel test. The result of first regression model shows that there are two independent variables which is significant on customers’ satisfaction partially and one was not. Price perception variable has the most influence on Pos Express customers’ satisfaction. The value of coefficient determination R2 is 0.205, which means that all independent variables ability to explain the variance on Pos Express customers’ satisfaction variable is 20.5%, and the rest can be explained by other variables that not included in this research. The result of second regression model shows that there are four independent variables affect customer’s loyalty partially and simultaneously. Price perception has the most influence on Pos Express customer’s loyalty. The value of coefficient detemintion R2 is 0.579, which means that all independent variables ability to explain the variations on Pos Express customer’s loyalty variable is 57.9%, and the rest can be explained by other variables that not included in this study. According to the result of sobel test, partially price perception and service quality have significant indirect effect on customer’s loyalty of Pos Express through customers’ satisfaction. While brand image doesn’t has indirect effect on customer’s loyalty through customers’ satisfaction.
Co-Authors Astrid Tiara Murti Ayu Wular Arum Iga H Hardina Isnaini Nurkhayati Sri Eka Sadriatwati Taviyastuti Taviyastuti