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All Journal Journal of Business & Banking Jurnal Organisasi Dan Manajemen Jurnal Manajemen Strategi dan Aplikasi Bisnis EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Manajemen dan Inovasi (MANOVA) Jurnal Kedaymas
Ilfitriah, Aniek Maschudah
Universitas Hayam Wuruk Perbanas
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia Ronny; Nurhadi, Mochamad; Ilfitriah, Aniek Maschudah
Jurnal Organisasi dan Manajemen Vol. 16 No. 1 (2020)
Publisher : LPPM Universitas Terbuka

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (417.576 KB) | DOI: 10.33830/jom.v16i1.821.2020

Abstract

The study aims to understand the factors contributing to satisfaction when using internet banking services. This research was carried out by using a qualitative and quantitative approach, as it is intended to analyze the results of banking marketing. Data were collected by filling out questionnaires from 120 respondents who used internet banking of banks in Indonesia. Besides, a focus group discussion was conducted to deepen the factors which contribute to customer satisfaction. Findings. The results indicated that convenience and reliability are factors that can quickly and accurately reduce customers’ dissatisfaction and inconvenience. The reliability factor is the main cause of customer dissatisfaction in using internet banking (52.08%), while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments have influenced the customer's expected priority of choosing Internet banking services.
TRANSAKSI ONLINE, MENINGKATKAN KEPERCAYAAN DAN LOYALITAS MEREK BAGI KONSUMEN DI SURABAYA Aniek Maschudah Ilfitriah; Mohammad Nurhadi; Sumywi Rinnukti Asri
Journal of Business & Banking Vol 4, No 1 (2014): Mei 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v4i1.292

Abstract

This study is aimed to determine the influence of transactional factors toward online brand trust and online brand loyalty. Online transactions factors consist of Information Quality, Perceptions of Risk, Reference from mouth to mouth, Online Shopping Experience and Sites Reputation. This is a survey research using questionnaires by Likert scale to measure all the constructs. Questionnaires distributed to the students of 14 campus locations in Surabaya. Questionnaires were distributed to 120 people and there are 5 people who do not qualify and excluded out from data so there left only 115 persons. The data were analyzed by means of Structural Equation Modelling (SEM) for testing the hypotheses. It shows that the quality of information has significant effect on online brand trust by 0.301 (p = 0.005); Perceptions of Risk has a direct and significant effect on online brand trust by 0.472 (p = 0.003), and Online Brand Trust has direct and significant effect on Online Brand Loyalty of 0.430 (p = 0.000).
PENGARUH VARIABEL KEPUASAN, KEPERCAYAAN, DAN KOMITMEN AFEKTIF TERHADAP PERPINDAHAN NASABAH DI SURABAYA Andri Rachmad Setiawan; Aniek Maschudah Ilfitriah
Journal of Business & Banking Vol 2, No 1 (2012): Mei 2012
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v2i1.167

Abstract

It is a fact that banking services industry is certainly difficult to determine because of the quality of the product which is naturally intangible. In general, customers need the creation is sustainable. Yet, it is not an easy task for us because changes can occur at any time, whether the change in customers tastes or psychological aspects also followed by the changes in environmental conditions that affect aspects of their psychological, social and cultural backgrounds. This study was conducted at Bank BCA Surabaya whose objectives as the following: such as to analyze (1) the effect of affective commitment to customer satisfaction. (2) the influence of trust on affective commitment toward customers. (3) the effect of affictive commitment toward customer migration intentions, It employed 100 respondents, gathered based on nonprobability sampling or convenience sampling. The analysis technique used is multiple linear regression analysis using t-test. The results showed such as (1) satisfaction variables significantly influence the affective commitment variable, while the trust variable does not significantly influence affective commitment variable. (2) variable effective commitment significantly influences the intention variable, displacement variable customer satisfaction, and trust, while no significant effect on the intention variable displacement of cus tomers.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK PENGGUNA E-BANKING DI SURABAYA Ainul Yaqin; Aniek Maschudah Ilfitriah
Journal of Business & Banking Vol 4, No 2 (2014): November 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v4i2.375

Abstract

In the global era, the banks created a system of e-banking that is a form of service providedby them for providing customers ease in conducting transactions anytime and anywhere viaonline. However, with e-banking, it is still perceived by customer complaints, such as securityproblems. In addition, the use of e-banking cannot be used by all customers because ofcertain constraints. The aim of this study was to determine the effect of a positive significantrelationship between service qualities on customer loyalty Bank user satisfaction of ebankingin Surabaya. This research method uses questionnaire for collecting the data. Theresearch was conducted in Surabaya, while the analysis was done by using Structural EquationModeling (SEM) with the number of respondents of 115. The results show that the effectof service quality on customer satisfaction and the effect of customer satisfaction on customerloyalty have no significant and positive effect. The effect of service quality on customer loyaltyhas a significant positive effect
ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING Ronny Ronny; Aniek Maschudah Ilfitriah; Mochamad Nurhadi
EKUITAS (Jurnal Ekonomi dan Keuangan) Vol 5 No 3 (2021)
Publisher : Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya(STIESIA) Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (282.022 KB) | DOI: 10.24034/j25485024.y2021.v5.i3.4485

Abstract

The purpose of this study is to analyze the effect of service quality dimensions on customer satisfaction in the use of e-banking which includes tangibles, reliability, responsibility, assurance, and empathy variables. E-banking products are limited to bank services with internet banking and mobile banking. Data was collected by distributing questionnaires to 132 respondents online to bank customers in Indonesia who have used internet banking or mobile banking. The data that has been collected is processed with the SPSS application and analyzed for validity, reliability, classical assumptions and hypothesis testing with multiple Linear Regression. The results showed that the Reliability variable and the Empathy variable had a significant effect on customer satisfaction, while the Responsiveness, Assurance, and Tangible variables had no significant effect on customer satisfaction using bank e-banking. The implication of this research is that banks need to improve reliability by maintaining the availability of internet banking and mobile banking applications so that they can be accessed by customers properly, and maintaining services that care about the problems and obstacles faced by customers in using e-banking.
PENGUATAN KUALITAS MEDIA PROMOSI SENTRA WISATA KULINER KLAMPIS NGASEM SURABAYA Rohmad Fuad Armansyah; Sri Lestari Kurniawati; Aniek Maschudah Ilfitriah; Agustina Ratna Dwiati; Muhammad Septama Prasetya
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Publisher : Jurnal KeDayMas: Kemitraan dan Pemberdayaan Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/kedaymas.v2i2.2958

Abstract

Media promosi menjadi salah satu kekuatan dalam usaha pemasaran produk sehingga dikenal masyarakat. Media promosi secara online merupakan alternatif yang paling memungkinkan di masa pandemi Covid-19 saat ini yang menuntut adanya pembatasan sosial dalam masyarakat. Sejalan dengan itu, potensi Sentra Wisata Kuliner (SWK) di dunia maya memiliki potensi yang cukup besar dan berinovasi dalam menghadapi perkembangan digitalisasi terutama SWK Klampis Ngasem Surabaya yang selalu mendukung dalam pemasaran digital. Kendala utama yang dihadapi mitra adalah aspek pemasaran. Kegiatan program pengabdian masyarakat dilakukan dengan diskusi dengan mitra, penguatan media pemasaran digital melalui pendampingan secara luring dan daring. Kegiatan pengabdian masyarakat ini menghasilkan output dalam bentuk keahlian fotografi dalam mendukung penguatan kualitas media promosi media digital dengan mengusung pemasaran digital 4.0 sebagai upaya peningkatan pemasaran mitra.
PENINGKATAN KUALITAS DAN DESAIN PRODUK SENTRA WISATA KULINER KLAMPIS NGASEM SURABAYA Rohmad Fuad Armansyah; Sri Lestari Kurniawati; Aniek Maschudah Ilfitriah; Agustina Ratna Dwiati; Muhammad Septama Prasetya
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Publisher : Jurnal KeDayMas: Kemitraan dan Pemberdayaan Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/kedaymas.v3i1.3452

Abstract

Peranan pemasaran saat ini bukan hanya untuk menyampaikan produk atau jasa kepada pelanggan tetapi bagaimana produk dan jasa tersebut dapat memberikan kepuasan secara berkelanjutan. Bagi pebisnis, pemasaran menjadi seni untuk mempertahankan pelanggan pada tingkat tertinggi. Sejalan dengan itu, potensi yang dimiliki Sentra Wisata Kuliner (SWK) cukup besar dan berinovasi dalam menghadapi perkembangan digitalisasi terutama SWK Klampis Ngasem Surabaya yang selalu berperan dalam pemasaran digital. Kendala utama yang dihadapi mitra adalah aspek pemasaran guna meningkatkan omzet. Kegiatan program pengabdian masyarakat dilakukan dengan proses diskusi dengan mitra, peningkatan kualitas produk dan integrasi media pemasaran digital melalui pendampingan secara luring. Kegiatan pengabdian masyarakat ini menghasilkan output dalam bentuk media pemasaran digital yang terintegrasi dan peningkatan desain produk mendukung pemasaran digital 4.0 sebagai upaya peningkatan pemasaran mitra.
Keputusan Pembelian Kembali Produk Sociolla: Ditinjau dari Keadilan Harga, Risiko dan Nilai yang Dirasakan Risfani, Azizah Ayu; Ilfitriah, Aniek Maschudah
Jurnal Manajemen dan Inovasi (MANOVA) Vol. 7 No. 1 (2024): January
Publisher : Management Department, Faculty of Islamic Economics and Business, Universitas Islam Negeri Sunan Ampel Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15642/manova.v7i1.1512

Abstract

Perkembangan industri kecantikan semakin diminati pasar baik merek lokal maupun merek impor, salah satu gerai kecantikan omnichannel yaitu menggabungkan konsep online dan offline secara bersama adalah Sociolla. Sociolla salah satu gerai produk kosmetik yang mulai diminati pasar karena memberikan potongan harga pada produk bundling, flash sale dan juga extra voucher belanja. Selain memberikan voucher belanja, Sociolla juga memberikan gratis ongkir dan web Sociolla juga memberikan kemudahan untuk mengatasi problem yang dimiliki oleh konsumen seperti melacak pesanan dan kemudahan untuk melakukan transaksi pembayaran melalui dompet digital maupun kartu debit/kredit. Penelitian ini bertujuan untuk mengkaji pengaruh keadilan harga, risiko yang dirasakan dan nilai yang dirasakan terhadap niat pembelian kembali produk Sociolla. Populasi penelitian ini adalah konsumen Sociolla di seluruh Indonesia yang sudah pernah membeli produk Sociolla melalui aplikasi SOCO maupun offline store sedangkan sampel penelitian ini menggunakan purposive sampling dengan 161 responden konsumen Sociolla yang pernah membeli produk Sociolla melalui aplikasi SOCO by Sociolla dan offlline store minimal dua kali pembelian dalam 3 bulan terakhir. Teknik analisis data dalam penelitian ini menggunakan PLS dalam dua tahap yaitu uji measurement model dan uji structural model. Hasil penelitian menunjukkan (1) Keadilan harga berpengaruh signifikan positif terhadap nilai yang dirasakan. (2) Risiko yang dirasakan berpengaruh signifikan positif terhadap nilai yang dirasakan. (3) Nilai yang dirasakan berpengaruh signifikan positif terhadap niat pembelian kembali.
Peran desain web, kualitas informasi, layanan pengiriman dalam peningkatan kepuasan elektronik dan niat beli kembali produk Sociolla Kamila, Adinda Cahya; Ilfitriah, Aniek Maschudah
Jurnal Manajemen Strategi dan Aplikasi Bisnis Vol 7 No 1 (2024)
Publisher : Lembaga Pengembangan Manajemen dan Publikasi Imperium

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36407/jmsab.v7i1.1142

Abstract

The purpose of this research is to examine the role of Web Design, Information Quality, Delivery Service on Electronic Satisfaction and the influence of Electronic Satisfaction on Sociolla customers Repurchase Intentions. The population in this research are users of the Sociolla application or website throughout Indonesia. This research used a sampling technique in the form of purposive sampling with 159 respondens who had made at least two purchases via the Sociolla application or website as a samples. The data was analyzed using the SEM-PLS technique and processed using the SmartPLS 4 program. The reults obtained in this research show that Web Design, Information Quality, and Delivery Service as a whole have a significant positive effect on Electronic Satisfaction. In addition, Electronic Satisfaction has a significant positive effect on Repurchase Intention of customers using the Sociolla application or website.
Co-Authors Agustina Ratna Dwiati Agustina Ratna Dwiati, Agustina Ratna Ainul Yaqin Andri Rachmad Setiawan Kamila, Adinda Cahya Mochamad Nurhadi Mochamad Nurhadi, Mochamad Mohammad Nurhadi Muhammad Septama Prasetya Risfani, Azizah Ayu Rohmad Fuad Armansyah Ronny Ronny Ronny Sri Lestari Kurniawati Sumywi Rinnukti Asri