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All Journal Proceeding International Conference on Information Technology and Business Jurnal Bisnis Darmajaya
Susi Indriyani
STIE Mitra Lampung
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH PENANGANAN KELUHAN (COMPLAINT HANDLING) TERHADAP KEPERCAYAAN DAN KOMITMEN MAHASISWA PADA PERGURUAN TINGGI SWASTA DI BANDAR LAMPUNG Susi Indriyani; Selvy Mardiana
Jurnal Bisnis Darmajaya Vol 2, No 1 (2016): Jurnal Bisnis Darmajaya
Publisher : Institut Informatika Dan Bisnis (IIB) Darmajaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (618.835 KB) | DOI: 10.30873/jbd.v2i1.615

Abstract

The complaint provided by the customer in the use of the product or service is a feedback on the quality of products or services used by customers. The more complaints provided by the customer requires extra attention for any company that received complaints for repair in the manufacture of products or services. Student complaints with the service provided is important because increased revenues resulted in the displacement of students getting higher. Fakor physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) in the handling of complaints is important that students feel the complaint was well received. Trust and commitment to student education service users to be very important to maintain the image of universities in society.Services in education is an essential element for the creation of a conducive academic atmosphere for the implementation of a successful learning process. In educational institutions excellent service to students is one of the factors that need to be considered well to maintain smooth student study. The purpose of this study to find out how how empathy psychological influence on the trust and commitment of students with explanatory research method by conducting a survey to students in private universities in Bandar Lampung.Results from this study is the physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) have positive influence and significant impact on the trust and commitment of students, which is given by the supervisor of academic, education personnel, as well as other lecturers provide confidence and commitment to the students that the complaint was handled well and menndapatkan appropriate solutions. The most dominant variable is a variable that affects empathy.Keywords: Complaints, Confidence, Commitment
The Effect Of Brand Equity On Customer's Retention Top White Coffee In Bandar Lampung Susi Indriyani
Prosiding International conference on Information Technology and Business (ICITB) 2017: INTERNATIONAL CONFERENCE ON INFORMATION TECHNOLOGY AND BUSINESS (ICITB) 3
Publisher : Proceeding International Conference on Information Technology and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The purpose of this research is to know the effect of brand equity on top white coffee customerretention in Bandar Lampung. Analyzer that is used in this research is validity and reliability test, classical assumption test included normality test, heteroskedasticity test, and multicollinearity test. A statistical tool that is used is multiple linear regression analysis and hypothesis test consisting of test coefficient of determination (R²), F test and t-test. The dependent variable in this research is customer retention. While the independent variables in this research are brand awareness, quality perception, brand association and brand loyalty. The type of research is descriptive. The population in this research is the people of Bandar Lampung city by the taking sampling technique using incidental sampling technique with the number of samples as much as 161 people. The results of research show that simultaneously brand awareness, quality perception, brand association and brand loyalty together significantly influence customer retention. On the other hand, partially brand awareness and quality perception do not have a significant effect on customer retention. Meanwhile, brand associations and brand loyalty have a significant effect on customer retention.Keywords: Brand Equity, and Customer Retention.
Co-Authors Selvy Mardiana