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All Journal Jurnal Ilmiah Mahasiswa FEB JAM : Jurnal Aplikasi Manajemen
Arya Krisna Pramudya
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Decision Sciences, Operations Research & Management Education

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Pelanggan Emas UD. Enggal Kec. Pakisaji, Kab. Malang) Pramudya, Arya Krisna
Jurnal Ilmiah Mahasiswa FEB Vol 2, No 1: Semester Ganjil 2013/2014
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (212.725 KB)

Abstract

Service is one of the factors that need to be considered to win the competition tight. Service is an activity or outcome that can be offered by a company to another party that is usually invisible, and the results can not be owned by others. The existence of a good quality of service in a company would create satisfaction for its customers. UD. Enggal is one of the businesses engaged in trading gold . The existence of UD. Enggal basically a newcomer, but the monthly sales volume is always increasing. With keen competition UD condition . Enggal seeks to improve the quality of service to its customers. This study aims to determine the effect of simultaneous or partial service quality variables consisting of Physical Evidence, Reliability, Responsiveness, Collateral, and Empathy to the Customer Satisfaction , and to know the variable quality of service that is more dominant influence customer satisfaction. Keywords : service quality, customer satisfaction
THE ROLE OF CUSTOMER TRUST IN MEDIATING INFLUENCE OF BRAND IMAGE AND BRAND AWARENESS OF THE PURCHASE INTENTION IN AIRLINE TICKETS ONLINE Pramudya, Arya Krisna; Sudiro, Achmad; Sunaryo, Sunaryo
Jurnal Aplikasi Manajemen Vol. 16 No. 2 (2018)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (76.846 KB) | DOI: 10.21776/ub.jam.2018.016.02.05

Abstract

Developments in technology, has facilitated the public in obtaining information. One of the information technologies is the internet which penetrated into every aspect of life, especially in the world of business. The progress in the information technologies has increased business competition, particularly in the airline industry. The purpose of this study was to obtain empirical evidence related to the role of customer trust in mediating influence of brand image and brand awareness of the purchase intention in airline tickets online. This study using SEM analysis (Structural Equation Model) with the number of samples is 140. The object of this research is that consumers in one of the governmentowned airline company in Indonesia (Flag Carrier). The results showed that the corporate image has an influence on customer trust. Brand awareness has effects on customer trust and purchase intention. Customer trust has an influence on purchase intention. The customer trust is able to mediation and gives the influence of the corporate image on purchase intention. Indications and implications of the results of these studies are discussed further in this article.
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Pelanggan Emas UD. Enggal Kec. Pakisaji, Kab. Malang) Pramudya, Arya Krisna
Jurnal Ilmiah Mahasiswa FEB Vol. 2 No. 1
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Service is one of the factors that need to be considered to win the competition tight. Service is an activity or outcome that can be offered by a company to another party that is usually invisible, and the results can not be owned by others. The existence of a good quality of service in a company would create satisfaction for its customers. UD. Enggal is one of the businesses engaged in trading gold . The existence of UD. Enggal basically a newcomer, but the monthly sales volume is always increasing. With keen competition UD condition . Enggal seeks to improve the quality of service to its customers. This study aims to determine the effect of simultaneous or partial service quality variables consisting of Physical Evidence, Reliability, Responsiveness, Collateral, and Empathy to the Customer Satisfaction , and to know the variable quality of service that is more dominant influence customer satisfaction. Keywords : service quality, customer satisfaction
Co-Authors Achmad Sudiro Sunaryo Sunaryo