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All Journal Jurnal Mitra Manajemen Jurnal Ekonomi Jurnal Ilmu Manajemen Advantage
Nur Jannah
Universitas Wijaya Putra
Economics, Econometrics & Finance Education

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PENGARUH MARKETING COMMUNICATION TERHADAP CUSTOMER SATISFACTION PADA PERUSAHAAN JASA PT. AAJI MANULIFE SURABAYA Nur Jannah
Jurnal Mitra Manajemen Vol 4 No 11 (2020): Jurnal Mitra Manajemen Edisi November
Publisher : Kresna Bina Insan Prima

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52160/ejmm.v4i11.482

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh marketing communication terhadap customer satisfaction pada perusahaan PT. AAJI Asuransi Manulife Surabaya. Jenis penelitian ini merupakan penelitian survei menggunakan jasa asuransi di PT.AAJI Manulife Surabaya Teknik Pengambilan sampel mengunakan accidental sampling, sehingga diperoleh jumlah sampel sebanyak 100 orang, Teknik pengumpulan data menggunakan kuesioner dan Tabulasi yang telah di uji validitas dan reliabilitasnya. Teknik analisis data yang di gunakan adalah regresi linier berganda. Hasil penelitian ini menemukan bahwa ada pengaruh secara simultan communication terhadap customer satisfaction dan secara empiris pengaruh secara parsial signifikan terhadap customer satisfaction serta marketing communication berpengaruh positif dan signifikan terhadap customer satisfaction.
Customer Satisfaction of Surabaya Mortuary MUA Services Yurilla Endah Muliatie; Nur Jannah; Dwi Lesno Panglipursari; Rena Febrita Sarie; Nurleila Jum’ati
Jurnal Ilmu Manajemen Advantage Vol. 5 No. 2 (2021): December
Publisher : Institut Teknologi dan Bisnis Widya Gama Lumajang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30741/adv.v5i2.723

Abstract

The development of services is showing a significant increase. This is of course influenced by the complex and diverse needs of the community in an effort to meet their needs. The part of funeral services that cannot be ruled out is make-up services. Mortuary MUA may be a profession that is rarely heard of. This research aim was to determine whether customer experience influence on customer satisfaction in using the mortuary MUA services in Surabaya and also how the five dimensions of customer experience affect customer satisfaction. This study explains the causal relationship or influence between variables through hypothesis testing on certain samples. Population used is all consumers who use mortuary MUA services and the sample totally 60 respondents using Purposive Sampling method. The results shown that: there is a positive effect on the customer experience variable on customer satisfaction for mortuary MUA services in Surabaya. From the dimension of customer experience, it partially affects customer satisfaction and what is influential is the act dimension.
TICKET QUEUE SERVICES AT DR. SOETOMO SURABAYA, A PHENOMENA Yurilla Endah Muliatie; Sri Suprapti; Nur Jannah
Jurnal Ekonomi Vol. 12 No. 01 (2023): Jurnal Ekonomi, 2023 Periode Januari - Maret
Publisher : SEAN Institute

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

Abstract

RSUD Dr. Soetomo is a government-owned hospital in East Java Province located in the city of Surabaya, which is one of the largest hospitals in Indonesia. As a type A hospital, hospital patients come from various regions and even from outside the island to East Indonesia. Due to the large number of patients who mostly use BPJS, the queue at the BPJS counter can reach hundreds of people per day. Even though the hospital has provided online services and several other conveniences, there are one thing or another that causes patients to have to queue manually. This is what makes the BPJS counter queue service appear. Even though it operates secretly, many patients use the services of these ticket queue service providers. This business is promising because the patients who go to RSUD Dr. Soetomo has to have regular check-ups every month and this can take years until they are declared cured. From the interview results it can be seen that these ticket queue service providers carry out their activities because they feel sorry for the patients and their families who have to queue from dawn to get BPJS tickets. The conclusion that can be drawn from this research is that with the service quality provided by these ticket queue service providers, they get free promotion by word of mouth so that many patients who need their services do not have to think long about using them.
Co-Authors Dwi Lesno Panglipusari Nurleila Jum'ati Sarie, Rena Febrita Sri Suprapti Yurilla Endah Muliatie Yurilla Endah Muliatie, Yurilla Endah