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PENINGKATAN LOYALITAS PELANGGAN DALAM KONTEKS BIAYA BERPINDAH Ken Sudarti
DHARMA EKONOMI Vol 20, No 37 (2013)
Publisher : LPPM STIE DHARMAPUTRA SEMARANG

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Artikel ini menjelaskan tentang peran biaya berpindah dalam memoderasi variabel kualitas pelayanan, persepsi nilai dan citra corporat terhadap loyalitas pelanggan. Kualitas pelayanan, persepsi nilai dan citra corporat tidak selalu berhubungan positif dengan loyalitas, ada variabel biaya berpindah yang memediasi variabel-variabel tersebut. Jika biaya berpindah dipersepsikan tinggi, maka konsumen cenderung lebih bersedia untuk tetap menjalin hubungan dengan perusahaan tanpa memperhatikan persepsi nilai,kualitas pelayanan dan citra. Kebalikanya, jika biaya berpindah rendah, maka persepsi nilai yang rendah, kualitas pelayanan yang buruk dan citra yang tidak baik dapat menyebabkan konsumen berpindah ke perusahaan lain. Keyword: kualitas pelayanan, persepsi nilai, biaya berpindah, loyalitas

PERAN ENDORSER SELEBRITI DALAM MENINGKATKAN MINAT BELI KONSUMEN Ken Sudarti
DHARMA EKONOMI Vol 19, No 35 (2012)
Publisher : LPPM STIE DHARMAPUTRA SEMARANG

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Artikel ini menjelaskan tentang peran dari endorser selebriti dalam meningkatkan minat beli konsumen. Berdasarkan beberapa hasil penelitian terbukti bahwa selebriti lebih efektif dibandingkan dengn beberapa endorser lainnya seperti profesional atau manajer perusahaan. Selebriti yang memiliki kesamaan personaliti dengan merek dan personaliti konsumen, memiliki kredibilitas yang tinggi dan memiliki power, dapat meningkatkan minat beli konsumen, meningkatkan rating dan meningkatkan laba. Penggunan selebriti akan lebih efektif dalam jangka pendek apabila tujuan iklan adalah menciptakan brand awareness produk-produk baru. Kata kunci: iklan, selebriti, minat beli konsumen

MEMPREDIKSI BEHAVIOUR INTENTION MELALUI REPUTASI DAN FAILURE ATTRIBUTION Nunung Ghoniyah; Ken Sudarti
DHARMA EKONOMI Vol 20, No 38 (2013)
Publisher : LPPM STIE DHARMAPUTRA SEMARANG

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Perusahaan dengan reputasi yang sangat baik mengarahkan pada niat berperilaku yaitu keinginan pembelian ulang dan melakukan positive word of mouth. Namun bukti lain menunjukkan bahwa failure attribution (stability dan controlability) menjadi variabel moderating antara reputasi perusahaan dengan niat berperilaku. Jika kegagalan sering terjadi, penyebab kegagalan berasal dari internal perusahaan dan perusahaan tidak bertanggungjawab terhadap kegagalan tersebut, maka pengaruh antara reputasi dengan niat berperilaku akan melemah. Sebaliknya, jika kegagalan itu jarang terjadi, penyebab kegagalan itu berasal dari eksternal dan perusahaan memperlihatkan tanggungjawabnya terhadap kegagalan tersebut, maka pengaruh reputasi dengan niat berperilaku akan menguat.

MODEL PENINGKATAN BEHAVIORAL LOYALTY MELALUI PREFERENTIAL TREATMENT, INTERPERSONAL COMMUNICATION DAN RELATIONSHIP SATISFACTION Ken Sudarti; Siti Nona Darmayanti
UPAJIWA DEWANTARA: Jurnal Ekonomi, Bisnis dan Manajemen Daulat Rakyat Vol 2 No 1 (2018): UPAJIWA DEWANTARA: Jurnal Ekonomi, Bisnis dan Manajemen Daulat Rakyat
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26460/mmud.v2i1.3067

The purpose of this research is to influence preferential treatment and interpersonal communication to behavioral loyalty at BRI Syariah Central Java with relationship satisfaction as intervening variable. The population used is all priority customers of BRI Syariah Semarang by 132 respondents. The analysis tool is Partial Least Square. The result of inner model test shows that preferential treatment and interpersonal communication have positive significant effect on relationship satisfaction and behavioral loyalty. Relationship satisfaction has a positive and significant effect on behavioral loyalty. Relationship satisfaction can not be an intervening variable between preferential treatment to behavioral loyalty. The result of the mediation test shows that relationship satisfaction is not able to be the intervening variable between preferential treatment to behavioral loyalty. Thus preferential treatment only affect the behavioral loyalty does not have to through relationship satisfaction. Relationship satisfaction can be an intervening variable between interpersonal communication to behavioral loyalty, giving understanding that the more effective interpersonal communication, the communication will facilitate the interaction because the information conveyed can be accepted easily, so the customer will feel satisfaction and it will certainly have an impact on customer behavior using the bank.Keywords: preferential treatment, interpersonal communication, relationship satisfaction and behavioral loyalty.

THE ROLE of ORGANIZATIONAL AMBIDEXTERITY TO INCREASE INNOVATION SPEED AND MARKETING PERFORMANCE of SMEs Ken Sudarti; Nurhidayati Nurhidayati; Ardian Adhiatma
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 14, No 2: Desember 2019
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.14.2.250-268

This study aims to investigate and test the role of organizational ambition in improving innovation speed and marketing performance in MSMEs in the creative industries, especially handicraft in Semarang, Central Java. A sample of 173 SMEs were taken using convenience sampling techniques. Using regression analysis techniques, the study concluded that innovation speed is more influenced by exploitation than exploration. Organizational ambidexterity is not able to increase innovation speed and marketing performance and innovation speed is only influenced by exploitation. This result is thought to be strongly influenced by the character of MSMEs who are less familiar with technology as supporting exploitation activities. Exploitation capabilities are more prominent because modifying products by changing shapes, colors and sizes is easier and lower risk compared to creating products that are completely new with the use of the latest technology.

PENINGKATAN BRAND LOYALTY MELALUI BRAND IMAGE, BRAND LOVE, DAN CUSTOMER SATISFACTION Putri Yana Sari; Ken Sudarti
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 11, No 1: Juni 2016
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.11.1.%p

The development of business technology that continues to grow in recent years more and more tight, because this business is the demands of the public about the importance of communication. Communication is a human need is very important and needed in the life of society to find and get information from or to other people. The need to get information on the rise as the development of the times. One of commmunication is needed to communicate wherever they are is handphone.The purpose of this study was to analisys the influence of brand image on brand love, the influence of brand image on customer satisfaction. The influence of brand image on brand loyalty. The influence of brand love on brand loyalty and the influence customer satisfaction on brand loyalty. This study uses UNISSULA student populations that uses Nokia mobile phones, while samples in this study were 100 respondent. The sampling technique with purposive sampling and data analisys methode uses is path analisys.The result of this research is : Brand image positive and significant impact on brand love, this means that if the brand image incrases, the love of the brand will also increases. Brand image positive and significant impact on customer satisfaction, this means that if the brand image incrases, customer satisfaction will also increases. Brand image positive significant impact on brand loyalty, this means if the brand image increases, brand loyalty also increases. Brand love positive significant impact on brand loyaly, this means that if the brand love increases, brand loyalty also increases. And customer satisfaction positive significant impact on brand loyalty, this means that customer satisfaction increases, brand loyalty also increases.

PERAN EMOSI DALAM MEMEDIASI PERSEPSI KEADILAN TERHADAP KEPUASAN PASCA PEMULIHAN Ken Sudarti
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 8, No 1: Juni 2013
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.8.1.%p

A company will not be separated from the failure when the company deliver services. Companies that have high quality standards will not be easy though to avoid failure. This failure will result in dissatisfaction and complaint behavior, so companies have to implement service recovery. Consumers who submit complaints and feel recovery services will assess whether they are being treated fairly or not. Justice can be viewed from three dimensions, namely distributive justice, procedural justice and interactional justice. If consumers are treated fairly, then this will have an effect on positive emotions and post-recovery satisfaction. This customer emotions will affect the post-recovery satisfaction.

PENINGKATAN SERVICE PERFORMANCE MELALUI TA’AWUN, RELIGIOSITY DAN MOOD Wasitowati Wasitowati; Ken Sudarti
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 14, No 1: Juni 2019
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.14.1.133-150

This study aims to investigate and test the role of ta'awun behavior in mediating between religiosity and mood. The questionnaire was distributed to 155 employees working in Islamic colleges. By using the PLS test, it was found that religiosity and mood influenced the behavior of ta'awun and ta’awun's behavior was able to improve service performance. With adequate literature studies, this study is able to enrich the repertoire of studies of variables related to human resource management that are sick with Islamic values. Conceptual discussion and empirical results also link the results of previous studies that included religious elements in managing human resources.

MENCIPTAKAN KEPUASAN DAN LOYALITAS PELANGGAN MELALUI CITRA DAN SERVICE RECOVERY Ken Sudarti; Iva Atika
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 8, No 2: Desember 2013
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.8.2.%p

Customer loyalty is considered by many service providers as an important source of competitive advantage. Enhanced cuatomer loyalty in service firms will lead to greater profitability. The objective of this research is to examine the effect of image of traditional food and service recovery on the effect on customer satisfaction and customer loyalty. Research involved 100 customers. By measuring criterion validity and reliability of image and service recovery, it found that both of them have a good validity and reliability for measuring the customer satisfaction and cuatomer loyalty. By using path analysis, the result revealed that image, service recovery and customer satisfaction have direct significantly effects on customer loyalty. The managerial implication of this research is that management of restaurant should build their image, implement service recovery program consistanly and create customer satisfaction to miantan their customer.

PENINGKATAN BRAND LOYALTY MELALUI BRAND IMAGE, BRAND LOVE, DAN CUSTOMER SATISFACTION Putri Yana Sari; Ken Sudarti
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 11, No 1: Juni 2016
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.11.1.%p

The development of business technology that continues to grow in recent years more and more tight, because this business is the demands of the public about the importance of communication. Communication is a human need is very important and needed in the life of society to find and get information from or to other people. The need to get information on the rise as the development of the times. One of commmunication is needed to communicate wherever they are is handphone.The purpose of this study was to analisys the influence of brand image on brand love, the influence of brand image on customer satisfaction. The influence of brand image on brand loyalty. The influence of brand love on brand loyalty and the influence customer satisfaction on brand loyalty. This study uses UNISSULA student populations that uses Nokia mobile phones, while samples in this study were 100 respondent. The sampling technique with purposive sampling and data analisys methode uses is path analisys.The result of this research is : Brand image positive and significant impact on brand love, this means that if the brand image incrases, the love of the brand will also increases. Brand image positive and significant impact on customer satisfaction, this means that if the brand image incrases, customer satisfaction will also increases. Brand image positive significant impact on brand loyalty, this means if the brand image increases, brand loyalty also increases. Brand love positive significant impact on brand loyaly, this means that if the brand love increases, brand loyalty also increases. And customer satisfaction positive significant impact on brand loyalty, this means that customer satisfaction increases, brand loyalty also increases.

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