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Ema Andajani
Universitas Surabaya
Economics, Econometrics & Finance Social Sciences

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Journal : MABIS: Manajemen dan Bisnis

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STUDI DESKRIPTIF MENGENAI ZONA TOLERANSI PENGGUNA KARTU SIM CARD Juliani Dyah Trisnawati; Ema Andajani; Budhiman Setyawan
Journal of Management and Business Vol 9, No 1 (2010): MARCH 2010
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (13949.747 KB) | DOI: 10.24123/jmb.v9i1.152

Abstract

This study describes the tolerance zone for the assessment of service quality cellular phone card providers in the city of Surabaya. Variables which refer to the variables used in the variable service quality (SERVQUAL) Zeithaml, Parasuraman, and Berry (1990) which includes dimensions reliability, assurance, tangible, Empathy, and responsiveness. Furthermore, the analysis obtained questionnaires aimed to describe the MSS (Measure of Service Superiority), namely the gap between service perceptions and service desired, and MSA (Measure of Adequate Service) is the gap between service perceptions and service adequate, and the tolerance zone is the gap between desire service and adequate service. Moreover, tolerance zone is used to explore customer satisfaction to the individual transaction, or service Encounters, and customer satisfaction for services provided by mobile phone providers in the city of Surabaya as a whole.
RERANGKAINTEGRASI NILAIPELANGGAN DAN KINERJA MANAJEMEN HUBUNGAN PELANGGAN BERDASARKAN PERSEPSI PELANGGAN KORPORAT Ellen Dwi Cahya; Siti Rahayu; Ema Andajani
Journal of Management and Business Vol 9, No 1 (2010): MARCH 2010
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (23281.885 KB) | DOI: 10.24123/jmb.v9i1.151

Abstract

This research focuses on the influence of the dimensions of customer value to the customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance; the influence of customer satisfaction on brand loyalty and customer behavior-based Customer Relationship Management performance; the influence of brand loyalty to customer behavior-based Customer Relationship Management performance. Based on samples taken the corporate customer Hotel Roditha Banjarmasin, then this research shows that customers value that includes emotional value, functional value has a significant impact on customer satisfaction, brand loyalty, and customer behavior-based Customer Relationship Management performance, while the other dimensions of customer value customer perceived sacrifices have no significant impact on customer satisfaction, brand loyalty, but the impact on customer behavior-based Customer Relationship Management performance and social values have a significant impact on customer satisfaction and brand loyalty; customer satisfaction has a significant impact on brand loyalty and customer behavior-based Customer Relationship Management performance ; and brand loyalty has a significant impact on customer behavior-based Customer Relationship Management performance
Co-Authors Budhiman Setyawan Ellen Dwi Cahya Juliani Dyah Trisnawati Siti Rahayu