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All Journal Sociae Polites: Majalah Ilmiah Sosial-Politik Ultimacomm: Jurnal Ilmu Komunikasi International Journal of Social and Management Studies (IJOSMAS)
Emrus Emrus
Universitas Pelita Harapan
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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HUBUNGAN CUSTOMER SATISFACTION DAN BRAND EXPERIENCE DENGAN BRAND IMAGE TERHADAP CUSTOMER LOYALTY: STUDI KASUS PENGELOLAAN MAL Helen Helen; Emrus Emrus
Sociae Polites Vol. 15 No. 1 (2014): Januari - Juni
Publisher : Faculty of Social and Political Sciences Universitas Kristen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33541/sp.v15i1.441

Abstract

Abstract: The development of department stores or known as malls is growing up significantly from yearsto years and making the tight competition in retail world in Indonesia. The entire malls attempt to winthe customers loyalty by using the appropriate marketing strategy for the targeted consumers. This effortwill be balanced with the good perception towards the brand image that the mall has. Mall X is theresearch object. This research is conducted to measure the influence of customer satisfaction, brandexperience, and brand image toward the customer loyalty of Mall X, which is the brand image is treatedas the intervening variable. The data collection starts with the questionnaires that spreaded among 240respondents and being analyzed with Structural Equation Model (SEM) technique. The result shows fromthe five hypothesizes which had been tested, three of those hypothesizes showing the positive relationship.Key Words: Customer Satisfaction, Brand Experience, Brand Image, Customer Loyalty Abstrak: Pengembangan pusat perbelanjaan atau dikenal dengan mal yang tumbuh secara signifikandari tahun ke tahun, dan membuat persaingan yang ketat di dunia ritel di Indonesia. Seluruh malmencoba untuk memenangkan loyalitas pelanggan dengan menggunakan strategi pemasaran yang tepatuntuk konsumen yang ditargetkan. Upaya ini akan seimbang dengan persepsi yang baik terhadappencitraan yang dimiliki mal tersebut. Objek dalam penelitian ini adalah Mal X. Penelitian ini dilakukanuntuk mengukur pengaruh dari kepuasan pelanggan, pengalaman terhadap merek, dan citra merekterhadap loyalitas pelanggan mal X, dimana citra merek menjadi variabel antara. Pengumpulan datadidapatkan dari kuesioner yang disebarkan kepada 240 responden dan dianalisis dengan teknikStructural Equation Model (SEM). Hasil penelitian ini menunjukkan dari lima hipotesisi yang telah diuji,tiga diantaranya menunujukkan hubungan positif.Kata Kunci: Kepuasan Pelanggan, Pengalaman terhadap Merek, Citra Merek, dan LoyalitasPelanggan
Keterbukaan Komunikasi pada Pelayanan Prima Emrus Emrus
Ultimacomm: Jurnal Ilmu Komunikasi Vol 3 No 2 (2011): ULTIMACOMM
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (298.721 KB) | DOI: 10.31937/ultimacomm.v3i2.200

Abstract

Bureaucracy Service Excellence (PPB) is one of the crucial factors to push forward the progress of a certain state. State progress is reflected in the standard of bureaucracy service towards its people. Correlatively, the more developed the state, the more quality its bureaucracy service. As a matter of fact, poor countries often show their bureaucracy service as below the minimum standard. Meanwhile, developing countries demonstrate their bureaucracy service in line with minimum standard. The bureaucracy service above minimum standard is shown by highly developed countries. Knowing this fact, improving public service is a must for most government, especially during reformation era and public information transparency regime occurred recently in Indonesia. To achieve this feat, reforming bureaucracy administration is a goal to score for the sake of citizens’ wellbeing and a greater happiness for society. This means that bureaucrats should be ready to serve people by all means, and not vice versa. The true leader is one who proudly walks on the path of service. Essentially, bureaucracy service excellence (PPB) aims at empowering citizens to fully involve in various activities of state building. PPB, in turn, will nurture society’s trust toward its government. Consequently, this social trust will motivate people to actively participate in every development planning of the government to finally boost economic growth. In order to manifest those beliefs, it takes open communication as the main tools for increasing service excellence. Keywords: Service excellence, Bureaucracy, Social Trust, Progress, Participation.
Keterbukaan Komunikasi pada Pelayanan Prima Emrus Emrus
Ultimacomm: Jurnal Ilmu Komunikasi Vol 4 No 2 (2012): ULTIMACOMM
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (512.385 KB) | DOI: 10.31937/ultimacomm.v4i2.210

Abstract

Bureaucracy Service Excellence (PPB) is one of the crucial factors to push forward the progress of a certain state. State progress is reflected in the standard of bureaucracy service towards its people. Correlatively, the more developed the state, the more quality its bureaucracy service. As a matter of fact, poor countries often show their bureaucracy service as below the minimum standard. Meanwhile, developing countries demonstrate their bureaucracy service in line with minimum standard. The bureaucracy service above minimum standard is shown by highly developed countries. Knowing this fact, improving public service is a must for most government, especially during reformation era and public information transparency regime occurred recently in Indonesia. To achieve this feat, reforming bureaucracy administration is a goal to score for the sake of citizens’ wellbeing and a greater happiness for society. This means that bureaucrats should be ready to serve people by all means, and not vice versa. The true leader is one who proudly walks on the path of service. Essentially, bureaucracy service excellence (PPB) aims at empowering citizens to fully involve in various activities of state building. PPB, in turn, will nurture society’s trust toward its government. Consequently, this social trust will motivate people to actively participate in every development planning of the government to finally boost economic growth. In order to manifest those beliefs, it takes open communication as the main tools for increasing service excellence. Key words: Service excellence, Bureaucracy, Social Trust, Progress, Participation.
Strategic Communication Techniques in Political Marketing Lobbying Emrus Emrus
International Journal of Social and Management Studies Vol. 3 No. 3 (2022): June 2022
Publisher : IJOSMAS

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (209.037 KB) | DOI: 10.5555/ijosmas.v3i3.210

Abstract

The aim of this study wants to analyze the Political marketing lobbying needs communication strategies and techniques to influence the map of audience cognition to form the public opinion favorable for parties in carrying out political activities/movements/struggles. These events need to be excellent political marketing lobby communication strategies and techniques to build people/public trust in political actors and their political struggles. The trust encourages people to support in the form of full participation in the figures, parties, struggles, and political programs offered. The audience considers the political actor as a representation/homogeneous with himself. Thus, the public/people voluntarily carry out political actions in favor of the political actors concerned. For example, among other things, the political actor is perceived as a pro-people leader.
Co-Authors Helen Helen