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All Journal DiE: Jurnal Ilmu Ekonomi dan Manajemen JEM17: Jurnal Ekonomi Manajemen
Wiwik Retnaningsih
Fakultas Ekonomi Universitas 17 Agustus 1945
Economics, Econometrics & Finance

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ANALISA PENGARUH SERVICE QUALITY DAN PRICE PERCEPTION TERHADAP CUSTOMER SATISFACTION DENGAN PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING PADA COFFEE TOFFEE JATIM EXPO SURABAYA retnaningsih, wiwik; perdana siahan, batara hotma
JEM17: Jurnal Ekonomi Manajemen Vol 2 No 1 (2017)
Publisher : Fakultas Ekonomi dan Bisnis, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (516.87 KB) | DOI: 10.30996/jem17.v2i1.1190

Abstract

AbstractCoffee Toffee can be used for meetings or other events. In terms of service Coffee Toffee has an excellent barista and knowledgeable about coffee, cozy atmosphere equipped with various facilities, making Coffee Toffee as a place for those who want to refresh the mind while relaxing and enjoy a cup of cappucino, latte or espresso. This study aims to analyze the effect of service quality and price perception to customer satisfaction with perceived value as intervening variable at Coffee Toffee Jatim ExpoThis research belongs to the type of causal research. The population used is Coffee Toffee East Java Expo Surabaya customers who have purchased Service Quality from Coffee Toffee Jatim Expo Surabaya, while the sample used in this research is 120 people taken by using purposive sampling sampling technique. Data collection was done by distributing questionnaires. Data analysis technique used is Structural Equation Modeling (SEM) with AMOS software.The results in this study indicate that (1) there is influence but not significant from service quality from Coffee Toffee Java Expo Surabaya to perceived value; (2) there is influence but not significant from service quality from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; (3) there is influence Price Perception from Coffee Toffee Jatim Expo Surabaya to perceived value; (4) there is influence of price perception from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; and (5) there is influence perceived value from Coffee Toffee Jatim Expo Surabaya to customer satisfaction. Kata kunci: service quality, price perception, perceived value, customer satisfaction
PENGARUH KETIDAKPUASAN KONSUMEN, KARAKTERISTIK KATEGORI PRODUK, DAN KEBUTUHAN MENCARI VARIASI TERHADAP KEPUTUSAN PERPINDAHAN MEREK Retnaningsih, Wiwik
DiE: Jurnal Ilmu Ekonomi dan Manajemen Vol 6 No 2 (2010)
Publisher : Program Doktor Ilmu Ekonomi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/die.v6i2.131

Abstract

The objective of this study is to examine the partial and simultaneous effects of customer dissatisfaction, characteristics of product category, and variety-seeking needs on brand switching behavior. This study has tested the impact of the variety-seeking needs as a moderating variable on brand switching behavior and provided an alternative perspective on the concept of consumers’ brand loyalty. The brand switching approach can be very helpful in resolving problem and decision making related to brand loyalty reinforcement. The results show two important findings. Firstly, the customer dissatisfaction and variety-seeking needs were significantly related to brand switching behavior, but the impact of characteristics of product category itself on brand switching behavior was not significant. Secondly, the variety-seeking needs moderated the effects of customer dissatisfaction and characteristics of product category on brand switching behaviors. Some implication for future research are identified, including the choice of products as research objects, dissatisfaction constructs, and the importance of inter-customer interaction issues. Keyword :       brand switching, customer dissatisfaction, characteristic products, variety-seeking, involvement
ANALISA PENGARUH PENILAIAN PASIEN ATAS DIMENSI KUALITAS JASA TERHADAP CITRA RAWAT INAP (KELAS I, II, III) RUMAH SAKIT UMUM HAJI SURABAYA Retnaningsih, Wiwik
DiE: Jurnal Ilmu Ekonomi dan Manajemen Vol 5 No 4 (2009)
Publisher : Program Doktor Ilmu Ekonomi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/die.v5i4.82

Abstract

This research intends to recognize Service Quality Dimension implemented by RSU Haji Surabaya  on Image of RSU Haji Surabaya . Analysis unit taken in this research are patients who using Stay-In Service (class I, II, III).            Independent variables used in this research are Service Quality Dimension variable adapted from Charles W. Lamb, Joseph F. Hair, Carl are tangibles, empathy, assurance, responsiveness, reliability (2001:208). While dependent variable used Stay-In Service Image (Class I, II, III) RSU Haji Surabaya  adapted from Philip Kotler statement (1997:208) comprise set of convince, idea, and impression owned by one against an object.            Instrument used to helping data analysis are SPSS Version 11 for Windows. While analysis technique used is Multiple Linear Regression analysis technique get along with correlation coefficient analysis with F-test and t-test.            Base on result of the analysis above, obtained simultaneous determination coefficient value or Adjusted RSquare around 0,524 which give mean that independent variable effect on Stay-In Service Image (Class I, II, III) variables changes of RSU Haji Surabaya  are 52,4%. Correlation coefficient value ® 85,1% or approaching one mean there is significant value between independent variable against dependent variable are very relevant and positive (either simultaneous determination coefficient or correlation coefficient). Value Fcalculation namely 13.346 larger than value Ftable 2.31 then can be stated that independent variable simultaneously have effect on dependent variable that is Stay-In Service Image (Class I, II, III) of RSU Haji Surabaya . Ground on value of tcalculation gained from each independent variables are X1 = 2.108, X2 = 3.306, X3 = 1.056, X4 = 4.519, and X5 = 2.156, overall larger than value of ttable = 1.6609 with a = 5% then can be stated that respective independent variable partially have effect on dependent variable that is Stay-In Service Image (Class I, II, III) of RSU Haji Surabaya . Reliability variable as independent variable have biggest value among four independent variables = 11, 245. While multiple area test using there are nothing independent variable which have most dominant on Stay-In Service Image (Class I, II, III) of RSU Haji Surabaya . Keywords :     patient assessment, service quality dimension and stay-in service image 
Co-Authors perdana siahan, batara hotma