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PENGARUH KUALITAS PELAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN (Survey pada Pelanggan Alfamart Di Kota Malang) Saraswati, Dinastya
Jurnal Bisnis dan Manajemen Vol 3, No 2 (2016): Juni 2016
Publisher : Jurnal Bisnis dan Manajemen

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Abstract

This study aims to analyze and explain the influence of Quality of Service on Customer Value and Customer Satisfaction and Customer Loyalty. Analyze and explain the influence of the Customer Value Customer Satisfaction and Customer Loyalty. Analyze and explain the effect of Customer Satisfaction to Customer Loyalty. This study included an explanatory research. The number of samples in this study as many as 102. The sampling technique using Accidental Sampling. The technique of collecting data using questionnaires. Data were analyzed using path analysis. The results showed that service quality significantly influence Customer Value. Quality Services significantly influence customer satisfaction. Customer Value significantly influence customer satisfaction. Quality Services significantly influence Customer Loyalty. Customer Value significantly influence Customer Loyalty. Customer satisfaction significantly influence Customer Loyalty.
PENGARUH KUALITAS PELAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN (Survey pada Pelanggan Alfamart Di Kota Malang) Dinastya Saraswati; Achmad Fauzi; Srikandi Kumadji
Jurnal Bisnis dan Manajemen Vol 3, No 2 (2016): Jurnal Bisnis dan Manajemen Volume 3 Nomor 2 Tahun 2016
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jbm.v3i2.415

Abstract

This study aims to analyze and explain the influence of Quality of Service on Customer Value and Customer Satisfaction and Customer Loyalty. Analyze and explain the influence of the Customer Value Customer Satisfaction and Customer Loyalty. Analyze and explain the effect of Customer Satisfaction to Customer Loyalty. This study included an explanatory research. The number of samples in this study as many as 102. The sampling technique using Accidental Sampling. The technique of collecting data using questionnaires. Data were analyzed using path analysis. The results showed that service quality significantly influence Customer Value. Quality Services significantly influence customer satisfaction. Customer Value significantly influence customer satisfaction. Quality Services significantly influence Customer Loyalty. Customer Value significantly influence Customer Loyalty. Customer satisfaction significantly influence Customer Loyalty.
ANALISIS LAPORAN KEUANGAN SEBAGAI ALAT PENILAIAN KINERJA KEUANGAN PADA KOPERASI (STUDI PADA KOPERASI UNIVERSITAS BRAWIJAYA MALANG PERIODE 2009-2012) Dinastya Saraswati
Jurnal Administrasi Bisnis Vol 6, No 2 (2013): DESEMBER
Publisher : Fakultas Ilmu Administrasi Universitas Brawijaya

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Abstract

Liquidity zoom up to year period 2007 until years 2012 point out moves that fluctuation but still in good category, debt ratio zoom is still dominant rely loan capital to fund full scale asset, to debt to equity ratio that constitute relationship indicator among totals long-term borrowing that gave by creditor by totals co-op equity, activity ratio zoom points out that co-op can look after consistency in term purpose efficiency entire asset deeping to result sell volume, profitability ratio zoom fluctuates but tend experience decrease. Structure about capital KPRI Brawijaya University Malang get category “ bad ”. This co-op liquidity on year 2009 until with year 2011 get categories “ so ideals ”,  but on year 2012 liquidity ratio numbers increase so inputs in category “ so don't ideal ”. Solvency zoom up to 4 periods of years 2009 until years 2012 get category “ ideals ”. KPRI'S profitability zoom Brawijaya University Malang up to 4 period year get categories “adverse”, so gets to be said that this co-op performance is deep get profit just fine and needs improved. Co-op activity zoom this of year 2009 until years 2011 get category “quite effective”, meanwhile on year 2012 get categories “not effective”.    Key word: financial report, financial perfomance Abstrak Tingkat likuiditas  selama periode tahun 2007 hingga tahun 2012 menunjukkan pergerakan yang fluktuasi tetapi masih dalam kategori baik, tingkat rasio hutang masih dominan mengandalkan modal pinjaman untuk membiayai total aktiva, untuk debt to equity ratio  yang merupakan indikator hubungan antara jumlah pinjaman jangka panjang yang diberikan oleh kreditur dengan jumlah modal sendiri koperasi, tingkat rasio aktivitas  menunjukkan bahwa koperasi mampu menjaga konsistensi dalam hal efisiensi penggunaan keseluruhan aktiva dalam menghasilkan volume penjualan, tingkat rasio profitabilitas  berfluktuasi tetapi cenderung mengalami penurunan. Struktur permodalan  KPRI Universitas Brawijaya Malang  mendapat kategori “jelek”. Likuiditas koperasi ini pada tahun 2009 sampai dengan tahun 2011 mendapat kategori “sangat ideal”,  namun pada tahun 2012 angka rasio likuiditas meningkat sehingga masuk dalam kategori “sangat tidak ideal”. Tingkat solvabilitas selama 4 periode dari tahun 2009 hingga tahun 2012 memperoleh memperoleh kategori “ideal”. Tingkat profitabilitas  KPRI Universitas Brawijaya Malang  selama 4 tahun periode memperoleh kategori “kurang baik”, sehingga dapat dikatakan bahwa  kinerja koperasi ini dalam memperoleh laba cukup baik dan perlu ditingkatkan. Tingkat aktivitas koperasi ini dari tahun 2009 hingga tahun 2011 memperoleh kategori “cukup efektif”, sedangkan pada tahun 2012 memperoleh kategori “tidak efektif”. Kata Kunci : laporan keuangan, kinerja keuangan