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Suryono Budi Santoso
Jurusan Manajemen Fakultas Ekonomika Dan Bisnis Universitas Diponegoro
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analisis Pengaruh Kualitas Produk, Kualitas Layanan, dan Citra Merek terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Klinik Kecantikan Cosmedic Semarang) Dennisa, Eugenia Andrea; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 5, Nomor 3, Tahun 2016
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research was conducted with the background on the phenomenon of the amount number of complaints. Increased number of complaints will lead to dissatisfied customer and will affect to customer loyalty.            The purpose of this research is to determine the influence of product quality, service quality, and brand image in influencing customer satisfaction, in order to increase customer loyalty of Klinik Kecantikan Cosmedic’s Semarang customers.            The research was conducted by taking samples using non probability sampling technique, which has ever visited and brought product/taking treatment in Klinik Kecantikan Cosmedic Semarang. The collection of data obtained from 150 customers of Klinik Kecanikan Cosmedic Semarang by filling questionnaire. Test method is a Maximum Likelihood analysis with Amos program version 21.0.            The analysis showed that quality product, service quality, and brand image are giving positive and significant influence on customer satisfaction.As well as the quality product, service quality, and brand image are giving positive and significant influence on customer loyalty.And customer satisfaction is also giving positive and significant influence to customer loyalty.
Analisis Pengaruh Advertising dan Public Relations Terhadap Keputusan Pembelian Produk Hijau (Studi pada Pengguna Produk Hijau The Body Shop Semarang) Ariprayugo, Galih; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 5, Nomor 2, Tahun 2016
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aims to analyze the influences of advertising and public relations to purchase decision in green products through brand equity of The Body Shop’s Semarang customers. Advertising and public relations are the reasons which giving special value to customer in choosing green products which are already been a lifestyle in Semarang City. Non probability sampling was used for sampling. Data were collected from 130 respondents which were selected using criteria of judgement that should have been using green products from The Body Shop Semarang. Test method is a Maximum Likelihood analysis with AMOS program version 21.0. The results showed advertising and public relations variables directly giving positive and significantly influence brand equity variable. Brand equity variable directly giving positive and significantly influence purchase decisions variable. Then, both independent variables are giving positive influence to purchase decision variable of The Body Shop Semarang green products.
Analisis Pengaruh Kualitas Produk dan Citra Merek Terhadap Keputusan Pembelian Cetakan Continuous Form melalui Kepercayaan Merek (Studi pada Percetakan Jadi Jaya Group, Semarang) Citra, Tamara; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 5, Nomor 2, Tahun 2016
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aimed to analyze the effect of product quality and brand image on purchasing decisions continuous form printing with using brand trust as mediator variable study on consumers Jadi Jaya Group, Semarang. The quality of continuous form products is to be considered consumers in making a purchase at Jadi Jaya Group. The strategy used by Jadi Jaya Group to maintain brand image is new innovations with printed paper-based Security Printing design that makes the company different from competitors and increase brand trust.This study used non-probability sampling is used for judgmental sampling. Data were collected from 197 respondents selected using criteria that should have made a purchase of continuous form at least twice. The method analysis used in this research was Maximum Likelihood test using the program of AMOS version 21.0.The results show that the product quality and brand image has positive influence on brand trust. But, brand trust did not positive influence on purchasing decisions. Then, product quality and brand image has positive influence on purchasing decisions continuous form at Jadi Jaya Group, Semarang.
ANALISIS PENGARUH DESAIN PRODUK DAN PROMOSI TERHADAP KEMANTAPAN KEPUTUSAN PEMBELIAN YANG DIMEDIASI OLEH CITRA MEREK (Studi pada Customer Distro Jolly Roger Semarang) Rachman, Bayu Januar; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 4, Nomor 1, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research is motivated sales decrease distributions Jolly Roger. The sales decline shows a decrease in consumer purchasing decisions on product distributions Jolly Roger that can be formulated in this study that how consumers make purchasing decisions of products Jolly Roger in the middle of the phenomenon of increasingly fierce competition based on product design, promotion, brand image. The purpose of this study was to analyze the influence of product design and promotion of the brand image and analyze the influence of product design, promotion, and brand image to the stability of the product purchase decisions Jolly Roger.The sample in this study amounted to 100 respondents. Isntrumen questionnaire used as data collectors. Testing the validity and reliability of the above indicators and the concept of the variable indicates the validity and reliability that qualify as instruments. Multiple linear regression analysis is used to determine the influence of these variables on product design and promotion of the brand image and influence product design, promotion, and brand image to the stability of the purchasing decision.The test results by using multiple regression test showed that the design of the product proved significant positive effect on brand image, promotion proved significant positive effect on brand image, product design proved significant positive effect on the stability of the purchase decision, promotion proved significant positive effect on the stability of the purchase decision, and brand image proved significant positive effect on the stability of the purchase decision.
Pengaruh Citra Merek, Kualitas Produk dan Harga Terhadap Keputusan Pembelian melalui Kepercayaan Konsumen pada Produk Stuck Original Pratama, Dian Wahyu; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 7, Nomor 2, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Based on the interview with 5 people who know Stuck Original there are some problems that affect the decline in sales. logos, models, materials, and prices are some of the things that affect the sales decline. So this research use independent variabel of brand image, product quality, and price. Intervening variabel is consumer trust and dependent variabel is purchasing decision.This study aims to analyze how the influence of brand image, product quality, and price to purchase decisions through consumer trust in the Stuck Original products.Sampling method used in this research is non-probability with purposive sampling technique The samples collected were 150 respondents who had bought the original stuck product at least once. The method of analysis used is SEM includes test of normality, outliers, reliability test, and goodness of fit.The results showed that the brand image, product quality, price, and consumer confidence significant to the purchase decision. consumer trust has the most significant affect on purchasing decisions with a loading factor of 0.79. brand image and product quality has the same loading factor value in affect consumer trust is 0.35. and last price has loading factor value in affect consumer trust is 0,31.
ANALISIS PENGARUH INOVASI PRODUK,PERSEPSI HARGA DAN KUALITAS PRODUK TERHADAP KEPERCAYAAN PRODUK YANG MEMPENGARUHI KEPUTUSAN PEMBELIAN KONSUMEN (Studi Kasus pada “Atala Art” di Jepara) Zulhelmi, Zulhelmi; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 7, Nomor 3, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Decrease in purchasing decisions on a product may cause a decrease in the value of its sale. The same thing happened at Atala Art, a company engaged in furniture and creative crafts in Jepara, Central Java, is experiencing a decline in product sales in recent years. Strategic steps need to be taken to overcome this phenomenon.The research was conducted by using independent variables including product innovation, price perception and product quality; intervening variable that is product trust and dependent variable that is purchasing decision. The data were collected on the sample using the questionnaire method. Data were analyzed by chi-square test method, descriptive three-box method and multiple linear regression analysis.The results stated that respondents, representing most consumers have income of 0-5 million rupiahs, work as self-employed and civil servants with age range 31-40 years. Consumer valuation on product innovation and product trust have high score 80,00% and79,67% respectively compared to price perception (74,60%) and product quality (74,27%), purchase decision (74,27%) With the calculation of multiple linear regression, it can be concluded that product innovation, price perception and product quality have a significant influence on product trust, as well as product trust have a significant effect on purchasing decision.
ANALISIS PENGARUH KUALITAS PELAYANAN INTI DAN KUALITAS PELAYANAN PERIFERAL TERHADAP WORD OF MOUTH MELALUI KEPUASAN PELANGGAN CATERING IDA, SEMARANG Prabowo, Abi; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 5, Nomor 3, Tahun 2016
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Problems that occur in Catering Ida was there a decrease in the number of sales and an increase in the number of complaints during the year 2013, which indicates an increase in customer dissatisfaction which cause customers not interested in re-purchase. Prasurvey based on the results that have been done, it can take several variables thought to influence the customer satisfaction is the quality of core services, and service quality peripherals. So that the formulation of the problem in this research is how to increase customer satisfaction and word of mouth customers Catering Ida. This study aimed to analyze the influence of the core service quality and service quality peripherals to satisfaction and word of mouth customers Catering Ida. The population used in this study are customers Catering Ida. The sampling technique used was purposive sampling. Criteria samples taken Catering Ida is the customer who has made a transaction more than one time, amounting to a minimum of 97 customers. Methods of data collection in this study using a questionnaire. Methods of data analysis using multiple linear regression analysis. Based on this research, the quality of core services and service quality peripherals positive effect on satisfaction and word of mouth customers Catering Ida, while satisfaction has positive influence on word of mouth customers Catering Ida. Customer satisfaction is able to mediate the effect of core service quality and service quality peripherals to word of mouth.
ANALISIS PENGARUH KUALITAS JASA,NILAI YANG DIRASAKAN,CITRA MEREK MELALUI KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi pada PT. Pos Indonesia(Persero)) Dwi Putri, Dea Gustiani; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 7, Nomor 1, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aimed to analyze the effects arising from the service quality ,perceived value,and brand image on satisfaction, , its influence on loyalty from PT.Pos Indonesia (Persero). The variables used in this study is service quality ,perceived value, brand image  as an independent variable, then the satisfaction as an intervening variable lastly, the Loyalty as the dependent variable. The sample in this study were 170 respondents from the consumer of PT.Pos Indonesia (Persero)The method used is non- probability purposive sampling by distributing questionnaires to the respondents (customer). In this study developed a theoretical model to propose six hypotheses to be tested using analysis tools Structural Equation Modeling (SEM) which is operated through a program AMOS 22.0. Based on the research of data processing SEM for full model has met the criteria of goodness of fit as follows, the value of chi-square = 132.455; probability = 0,071; RMSEA = 0,035; CMIN/DF = 1,204; GFI = 0,920; TLI = 0,982; CFI = 0,985; and a marginal criteria which is AGFI = 0,889. With the result, it can be said that this model is feasible to be used. The results showed that the service quality, perceived value, brand image can be improved by increasing customer satisfaction that affect the satisfaction  as a determinant of success to increase customer loyalty
PENGARUH BRAND DRIVERS TERHADAP PERILAKU PERPINDAHAN TEMPAT BERKUMPUL DI KOTA SEMARANG DENGAN KEPUTUSAN PEMILIHAN SEBAGAI VARIABEL INTERVENING (Studi Pada Mahasiswa Universitas Diponegoro Semarang) Ugaje, Wahyu Ruland; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The problem of this research begins when in big cities a lot of popping place cafe that is built according to the tastes and needs of young people. In the city of Semarang, the number of cafes suitable for hangout spread throughout the city, one of which is phenomenal Han's Coffee. Coffee Coffee Han on Kusumawardani Street, Pleburan Village. Facilities and menu Han's Coffee Semarang quite diverse, ranging from drinks, snacks and have a concept free of drugs and liquor, so no wonder Han's Coffee Semarang crowded from morning to night, let alone Han's Coffee Semarang open for 24 hours.The purpose of this study is to determine the effect of product, service quality, facilities and price on the displacement behavior. The method of this research is quantitative with the data instrument that got the questionnaire distributed to 100 respondents by using proportional random sampling technique, because the researcher divide the date on Tuesday (quiet) and crowded (Saturday) according to the proportion.The results of this study used multiple linear regression formula with the help of SPSS; product, service quality and facilities partially or simultaneously. Furthermore, the variables of facilities, prices and purchasing decisions partially to the movement of the gathering place. Product variables and quality of partial service are not migratory to the shifting place of assembly. Simultaneously the product variables, service quality, facilities, price and purchase decisions affect the movement of the gathering place.The end result (X1), quality (X2), price (X3), price (X4) and purchasing decision (Y1) orientation to the shifting place (Y2). As the magnitude of influence is 0.265 or 26.5 percent, meaning 100% -26.5% = 73.5% are independent variables of independent variables outside product variables (X1), service quality (X2), facility (X3) , price (X4) and purchase decision (Y1). From variable free variable see facility variable (X3) is the most dominant variable influence the movement of camping place, that is equal to 30,7 percent.
ANALISIS PENGARUH KUALITAS INFORMASI, KUALITAS SISTEM DAN KUALITAS PELAYANAN TERHADAP MINAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Traveloka di Kota Semarang) Rinaldi, Adhitya; Santoso, Suryono Budi
Diponegoro Journal of Management Volume 7, Nomor 2, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Online Travel Agent (OTA) is a new business that arises due to technological developments.  The  promising  potential  of  OTA  in  Indonesia  makes  many  new  OTA emerged and increased in competition. Based on research conducted by W&S Digital Market  Research  (2014),  Traveloka  is  in  the  "switching  out"  zone  where  6.7%  of Traveloka customers choose to switch to another OTA. This indicates that there is a decrease in repurchase intention in customers of Traveloka. Therefore, it needs to conduct some  research  to  increase  the  repurchase  intention.  Based  on  the  background,  the research was conducted to analyze the influence of information quality, system quality and service  quality  to  repurchase  intention  with  customer’s  satisfaction  as  intervening variable.The sampling method that being used was a non-probability purposive sampling by distributing questionnaires to the respondents who are specifically addressed to the people of Semarang City. In this study, it developed a theoretical model by proposing four hypotheses to be tested using the Structural Equation Modeling (SEM) analysis tool operated through the AMOS 22.0 program. The size of the sample in this research was between 100 - 200 samples. This study obtained 126 valid respondents.The result of the research shows that the repurchase intention can be improved by improving information quality, system quality and service quality. Those are the qualities that influence customer's satisfaction as the determinant of success to increase repurchase intention. The most influential factor in determining the repurchase intention, with satisfaction as a variable intervening, is system quality
Co-Authors ABI PRABOWO Adhitya Rinaldi, Adhitya Bayu Januar Rachman, Bayu Januar Dwi Putri, Dea Gustiani Eugenia Andrea Dennisa, Eugenia Andrea Fitria Puspitasari Galih Ariprayugo, Galih Pratama, Dian Wahyu Sharon, Lyrissa Gisela Tamara Citra, Tamara Ugaje, Wahyu Ruland Zulhelmi, Zulhelmi