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All Journal Journal of Degraded and Mining Lands Management Jurnal Keteknikan Pertanian Tropis dan Biosistem PROFIT : Jurnal Administrasi Bisnis Nurani: Jurnal Kajian Syariah dan Masyarakat Jurnal Penelitian Pertanian Terapan Paediatrica Indonesiana Sawala : Jurnal Administrasi Negara DE LEGA LATA: Jurnal Ilmu Hukum Jurnal Teknologi & Industri Hasil Pertanian Jurnal Teknik Pertanian Lampung (Journal of Agricultural Engineering) JURNAL PENDIDIKAN TAMBUSAI Journal of Public Administration Studies Journal of English Education, Linguistic and Literature Journal of Tropical AgriFood JURNAL PENDIDIKAN SAINS SOSIAL DAN AGAMA El-kahfi : Journal of Islamic economics Oikonomia: Jurnal Manajemen Law Development Journal Journal of Oral Health Care Gemakes: Jurnal Pengabdian Kepada Masyarakat Journal of Agricultural and Biosystem Engineering Research Jurnal Hukum dan Peradilan Al-Istinbath: Jurnal Hukum Islam Moneter : Jurnal Keuangan dan Perbankan JURNAL BIOLOGI PAPUA Indonesian Journal of Advanced Research (IJAR) INTERNATIONAL JOURNAL OF ECONOMIC LITERATURE Jurnal As-Syar’i: Jurnal Bimbingan & Konseling Keluarga Jurnal Pengabdian Fakultas Pertanian Universitas Lampung Al-Intaj : Jurnal Ekonomi dan Perbankan Syariah Jurnal Agroindustri Berkelanjutan Jurnal Akuntansi Kontemporer BAABU AL-ILMI: Ekonomi dan Perbankan Syariah
Suharyono Suharyono
Universitas Nasional
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PENGARUH REPUTASI MEREK DAN KOMUNITAS PELANGGAN TERHADAP NILAI PELANGGAN, WORD OF MOUTH SERTA KEPUTUSAN PEMBELIAN (Studi pada Pembeli Non-Member Produk Kesehatan Melilea di Kecamatan Lowokwaru Kota Malang) Rahmadevita, Lusy Deasyana; Suharyono, Suharyono; Kumadji, Srikandi
Profit: Jurnal Adminsitrasi Bisnis Vol. 7 No. 1 (2013): Profit : Jurnal Administrasi Bisnis
Publisher : FIA UB

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TujuaAbstractThe purpose of this study is to examine the extent to which Brand Reputation and customer community of Melilea Soy Milk, perspective of consumers. This study is use Accidental sampling 102 people by the number of respondents who are not members. In this study using (Path Analysis).The hypothesis of this study is a Brand Reputation has significant toward Customer Value, Reputation Brand has significant toward Word Of Mouth, Brand Reputation has significant toward buying decision, Customer Community has significant toward Customer Value, Customer Communities has significant toward Word Of Mouth, Customer Community has significant toward decision Purchasing, Customer Value has significant toward Word Of Mouth, Customer Value has significant toward buying decision, Word Of Mouth has significant toward buying decision.Keywords: Brand Reputation, Customer Communities, Customer Value, Word Of Mouth, Buying Decisionn dari penelitian ini adalah meneliti sejauh mana Reputasi Merek Susu Kedelai Melilea dan Komunitas pelanggan di mata konsumen.Cara pengambilan sampel menggunakan Accidental Sampling dengan jumlah 102 orang responden yang bukan anggota. Pada penelitian ini menggunakan analisis jalur (Path Analysis).Hipotesis penelitian ini adalah Reputasi Merek berpengaruh signifikan terhadap Nilai Pelanggan, Reputasi Merek berpengaruh signifikan terhadap Word Of Mouth, Reputasi Merek berpengaruh signifikan terhadap Keputusan Pembelian, Komunitas Pelanggan berpengaruh signifikan terhadap Nilai Pelanggan, Komunitas Pelanggan berpengaruh terhadap Word Of Mouth, Komunitas Pelanggan berpengaruh terhadap Keputusan Pembelian, Nilai Pelanggan berpengaruh signifikan terhadap Word Of Mouth, Nilai Pelanggan berpengaruh signifikan terhadap Keputusan Pembelian, Word Of Mouth berpengaruh signifikan terhadap Keputusan Pembelian. Kata Kunci: Reputasi Merek, Komunitas Pelanggan, Nilai Pelanggan, Word Of Mouth keputusan Pembelian
PENGARUH CITRA TOKO, VARIASI KUALITAS, PRODUCT SIGNATURENESS TERHADAP KUALITAS YANG DIPERSEPSIKAN DAN DAMPAKNYA PADA MINAT PEMBELIAN PRODUK PRIVATE LABEL BRANDS (Survai pada Konsumen “Inspired 27 Store”) Wijayanti, Rena Feri; Suharyono, Suharyono; Suyadi, Imam
Profit: Jurnal Adminsitrasi Bisnis Vol. 7 No. 1 (2013): Profit : Jurnal Administrasi Bisnis
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Abstrak Tujuan penelitian ini adalah 1) menganalisis dan menjelaskan pengaruh citra toko, variasi kualitas dan product signatureness terhadap kualitas yang dipersepsikan konsumen, 2) menganalisis dan menjelaskan pengaruh citra toko, variasi kualitas dan product signatureness terhadap terhadap minat pembelian, 3) menganalisis dan menjelaskan pengaruh kualitas yang dipersepsikan konsumen terhadap minat pembelian. Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian eksplanatory. Metode pengambilan data dilakukan dengan metode survai. Populasi dan sampel dalam penelitian ini adalah konsumen “Inspired 27 Store” Malang dengan jumlah sampel 68 orang dan teknik pengambilan sampel dengan accidental sampling. Metode yang digunakan adalah Partial Least  Square (PLS). Hasil penelitian menunjukkan bahwa 1) citra toko, variasi kualitas dan product signatureness memiliki pengaruh positif dan signifikan terhadap kualitas yang dipersepsikan konsumen, 2) citra toko, variasi kualitas dan product signatureness memiliki pengaruh positif dan signifikan terhadap minat pembelian, 3) kualitas yang dipersepsikan berpengaruh positif namun tidak signifikan terhadap variabel minat pembelian. Kata kunci: Ritel, citra toko, kualitas, product signatureness, kualitas yang dipersepsikan, minat pembelian, private label.   Abstract The objectives of this research  are 1) to analyze and explain the influence of store image, quality variance, and product signatureness on consumer quality perception. 2) analyze and explain the influence of store image, quality variance, and product signatureness on purchase intention. 3) anlyze and explain the influence of consumer quality perceptions on purchase intention. Types of research  used in this study is eksplanatory research. Methods of data collection by survey techniques. Populations and samples in this study are the buyer at “Inspired 27 Store” Malang. A sample of 68 peoples and sample collection technique is accidental sampling. The analytical method was Partial Least Square (PLS). These results showed that 1) store image, quality variance, and product signatureness have positive and significant effect on consumer quality perception. 2) store image, quality variance, and product signatureness have positive and significant effect on purchase intention. 3) consumer quality perceptions has positives but not significant effect on purchase intention. Keywords: Retailing, store image, quality variance, product signatureness, consumer quality perception, purchase intention, private label.
PENGARUH CITRA PERUSAHAAN (CORPORATE IMAGE) DAN PENANGANAN KELUHAN (COMPLAINT HANDLING) TERHADAP KEPUASAN (SATISFACTION), KEPERCAYAAN (TRUST) SERTA LOYALITAS PELANGGAN (LOYALTY) (SURVEI PADA PELANGGAN BENGKEL SERVIS RESMI TOYOTA DI KOTA MALANG) Akbarina, Farida; Suharyono, Suharyono; Kumadji, Srikandi
Profit: Jurnal Adminsitrasi Bisnis Vol. 7 No. 2 (2013): Profit : Jurnal Administrasi Bisnis
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Abstract The objective of this study is to analyze and explain the effect of Corporate image and Complaint Handling toward Satisfaction, Trust and Loyalty. The research belongs to explanatory research. The samples are taken by using accidental sampling. Population in this study is Authorized Toyota Service Station Customers in Malang. The size of samples determined 102 people. The data is analyzed by using Path Analisys . The findings of this study show: 1) Corporate Image have significant effect toward Satisfaction. 2) Complaint Handling have significant effect toward Satisfaction 3) Corporate Image have significant effect toward Trust. 4) Complaint Handling have significant effect toward Trust. 5) Satisfaction have significant effect toward Trust. 6) Corporate Image do not have significant effect toward Loyalty. 7) Complaint Handling have significant effect toward Loyalty. 8) Satisfaction have significant toward Loyalty. 9) Trust have significant effect toward Loyalty. Key Word: Corporate Image, Complaint Handling,Satisfaction, Trust, Loyalty.     Abstrak Tujuan dari penelitian ini adalah menganalisis dan menjelaskan pengaruh dari Citra Perusahaan dan Penanganan Keluhan terhadap Kepuasan, Kepercayaan dan Loyalitas. Penelitian ini termasuk explanatory research. Metode pengambilan data teknik survei. Teknik pengambilan sampel yaitu accidental sampling. Populasi pada penelitian ini adalah Pelanggan servis bengkel resmi Toyota di Kota malang. Metode analisis yang digunakan adalah Path Analisys, Hasil penelitian menunjukkan bahwa 1) Citra perusahaan berpengaruh signifikan terhadap Kepuasan. 2) Penanganan Keluhan  berpengaruh signifikan terhadap Kepuasan 3) Citra Perusahaan berpengaruh signifikan terhadap Kepercayaan. 4) Penanganan Keluhan  berpengaruh signifikan terhadap Kepercayaan 5) Kepuasan  berpengaruh signifikan terhadap Kepercayaan. 6) Citra Perusahaan berpengaruh tidak signifikan terhadap Loyalitas. 7) Penanganan Keluhan  berpengaruh signifikan terhadap Loyalitas. 8) Kepuasan berpengaruh signifikan terhadap Loyalitas. 9) Kepercayaan berpengaruh signifikan terhadap Loyalitas.   Kata Kunci: Citra Perusahaan, Penanganan Keluhan, Kepuasan Pelanggan, Kepercayaan, dan Loyalitas.
PENGARUH HUBUNGAN BISNIS DENGAN TEKANAN (COERCIVE) DAN TANPA TEKANAN (NON-COERCIVE) TERHADAP KEPERCAYAAN (TRUST) DAN KOMITMEN (COMMITMENT) SERTA DAMPAKNYA PADA KERJASAMA (COOPERATION) JANGKA PANJANG DALAM SUPPLY CHAIN MANAGEMENT Priyani, Winata Rizqy; Suharyono, Suharyono; Kumadji, Srikandi
Profit: Jurnal Adminsitrasi Bisnis Vol. 7 No. 2 (2013): Profit : Jurnal Administrasi Bisnis
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PENGARUH HUBUNGAN BISNIS DENGAN TEKANAN (COERCIVE) DAN TANPA TEKANAN (NON-COERCIVE) TERHADAP KEPERCAYAAN (TRUST) DAN KOMITMEN (COMMITMENT) SERTA DAMPAKNYA PADA KERJASAMA (COOPERATION) JANGKA PANJANG DALAM SUPPLY CHAIN MANAGEMENT (SURVEI PADA DETELER RUMAH SAKIT DR. SAIFUL ANWAR MALANG DAN RUMAH SAKIT ISLAM UNISMA MALANG) ABSTRAK Tujuan dari penelitian ini adalah menganalisis dan menjelaskan pengaruh hubungan bisnis dengan Tekanan dan tanpa Tekanan terhadap kepercayaan dan komitmen serta dampaknya pada kerjasama jangka panjang dalam supply chain management.  Penelitian ini termasuk explanatory research.  Metode pengambilan data teknik survei.  Teknik pengambilan sampel yaitu accidental sampling.  Populasi pada penelitian ini adalah pemasok obat-obatan (Deteler) Rumah Sakit dr. Saiful Anwar Malang dan Rumah Sakit Islam UNISMA Malang dengan jumlah 115 responden. Metode analisis yang digunakan adalah Path.  Hasil penelitian menunjukkan bahwa 1) hubungan bisnis dengan Tekanan tidak berpengaruh signifikan terhadap kepercayaan. 2) hubungan bisnis dengan Tekanan berpengaruh signifikan terhadap kerjasama jangka panjang. 3) hubungan bisnis dengan Tekanan berpengaruh signifikan terhadap komitmen. 4) hubungan bisnis dengan tanpa Tekanan berpengaruh signifikan terhadap kepercayaan. 5) hubungan bisnis dengan tanpa Tekanan berpengaruh signifikan terhadap kerjasama jangka panjang. 6) hubungan bisnis dengan tanpa Tekanan berpengaruh signifikan terhadap  komitmen. 7) hubungan bisnis dengan kepercayaan berpengaruh signifikan terhadap komitmen. 8) hubungan bisnis dengan kepercayaan berpengaruh signifikan terhadap kerjasama jangka panjang. 9) hubungan bisnis dengan komitmen terhadap kerjasama. Kata kunci: Tekanan, Tanpa Tekanan, Kepercayaan, Komitmen, Kerjasama jangka panjang ABSTRACT The purpose of this study is to analyze and explain the effect of business relationship with coercive and non-coercive on trust and commitment as well as its impact on long-term cooperation in the supply chain management. This study includes an explanatory research. Survey data collection techniques. Sampling technique that is accidental sampling. The population in this study is a supplier of medicines (Deteler) dr. Saiful Anwar Hospital Malang Unisma Islam by the number of 115 respondents. The analytical method used is Path. The results showed that 1) the business relationship with coercive no significant effect on trust. 2) the business relationship with coercive significant effect on the long-term cooperation. 3) the business relationship with coercive significant effect on commitment. 4) the business relationship non-coercive significant effect on trust. 5) the business relationship non-coercive significant effect on long-term cooperation. 6) the business relationship non-coercive significant effect on commitment. 7) business relationship with a significant effect on the commitment of trust. 8) the business relationship with the trust significantly influence long-term cooperation. 9) business relationships with a commitment to cooperation. Keywords: Coercive, Non-Coercive, Trust, Commitment, Long-Term Cooperation 
PENGARUH IMPLEMENTASI RELATIONSHIP MARKETING TERHADAP KEPUASAN DAN LOYALITAS (SURVEI PADA NASABAH BANK RAKYAT INDONESIA CABANG KAWI MALANG) Rachma, Kartika; Suharyono, Suharyono; Hamid, Djamhur
Profit: Jurnal Adminsitrasi Bisnis Vol. 7 No. 2 (2013): Profit : Jurnal Administrasi Bisnis
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Abstract

ABSTRAK Perkembangan dunia usaha saat ini telah diwarnai oleh persaingan yang semakin ketat. Hal ini diakibatkan karena adanya arus globalisasi yang semakin terbuka lebar bagi setiap pelaku bisnis. Timbulnya persaingan yang sangat ketat  tersebut menyebabkan kalangan usaha saling berlomba untuk dapat menghadapi persaingan dan mendapatkan keunggulan kompetitif. Bank BRI sebagai salah satu bank terbesar dan memiliki banyak nasabah. Walaupun sejak berdiri pada tahun 1895 BRI didasarkan pelayanan pada masyarakat kecil, yaitu dengan fokus pembiayaan kepada Usaha Mikro Kecil dan Menengah (UMKM), tetapi BRI mempunyai visi menjadi bank komersial terkemuka yang selalu mengutamakan kepuasan nasabah. Penelitian ini bertujuan untuk menguji pengaruh relationship marketing (kepercayaan, komitmen, penanganan keluhan, dan komunikasi) terhadap kepuasan dan loyalitas nasabah. Penelitian dilakukan dengan pendekatan survey yang dilakukan pada 102 nasabah BRI Cabang Kawi Malang. Alat analisis yang digunakan adalah Analisis Path. Hasil penelitian memperlihatkan adanya pengaruh langsung antara kepercayaan, komitmen, penanganan keluhan, dan komunikasi terhadap kepuasan nasabah, pengaruh langsung antara kepercayaan terhadap loyalitas nasabah, serta pengaruh tidak langsung antara komitmen, penanganan keluhan, dan komunikasi terhadap loyalitas nasabah melalui kepuasan nasabah. Rekomendasi yang disajikan kepada manajerial BRI, hasil penelitian dapat dijadikan acuan dalam pengelolaan dan pelayanan bahwa pentingnya kepercayaan, komitmen, penanganan keluhan, serta komunikasi dalam membangun tingkat kepuasan nasabah, sehingga akan tercermin tingkat loyalitas nasabah menjadi lebih baik lagi.   Kata kunci : Relationship Marketing, Kepuasan Nasabah, Loyalitas Nasabah ABSTRACT Business development cannot escape from strict competition. Globalization is flowing into the mind of every business actor. Very tight competition results in the race of businesses for defeating each other and obtaining competitive advantage. Bank Rakyat Indonesia (BRI) is the biggest bank in Indonesia with large number of customers. Since the founding in 1895, BRI has served people by focusing on the financing to Micro, Small and Medium Enterprises (UMKM), but BRI has vision to be a leading commercial bank with customer satisfaction in the priority. The objective of research is to examine the influence of relationship marketing (trust, commitment, complaint handling, and communication) on satisfaction and loyalty of customer. Survey approach is used with 102 customers of BRI of Malang Kawi Branch. Analysis device is Path Analysis. Result of research indicates that there is direct influence between trust, commitment, complaint handling, and communication on customer satisfaction, there is direct influence of trust on customer loyalty, and there is indirect influence of commitment, complaint handling, and communication to develop customer satisfaction rate such that it reflects better customer loyalty rate. Keywords: Relationship Marketing, Customer Satisfaction, Customer Loyalty
EMOSI POSITIF SEBAGAI MEDIATOR PENGARUH KETERLIBATAN FASHION DAN ATMOSFER TOKO TERHADAP PEMBELIAN TIDAK TERENCANA (Survei Pada Pembeli di Boutique Mayang Collection Kota Malang) Wusko, Any Urwatul; Suharyono, Suharyono; Arifin, Zainul
Profit: Jurnal Adminsitrasi Bisnis Vol. 8 No. 1 (2014): Profit : Jurnal Administrasi Bisnis
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Abstract

Tujuan pada penelitian ini ada 5 yaitu: 1) menganalisis dan menjelaskan pengaruh keterlibatan fashion terhadap emosi positif yang dirasakan Pembeli 2) menganalisis dan menjelaskan pengaruh atmosfer tokoterhadap emosi positif yang dirasakan Pembeli 3) menganalisis dan menjelaskan pengaruh emosi  positif terhadap perilaku pembelian tidak terencana 4) menganalisis dan menjelaskan pengaruh keterlibatan fashion terhadap pembelian tidak terencana 5) menganalisis dan menjelaskan pengaruh atmosfer toko terhadap  pembelian tidak terencana. Jenis penelitian yang digunakan dalam penelitian ini adalah jenis penelitian eksplanatory. Metode pengambilan data dengan teknik survai. Populasi dan sampel dalam penelitian ini adalah pembeli di Boutique Mayang Collectiondengan jumlah sampel 100 dan teknik pengambilan sampelnya adalah accidental sampling. Metode analisis data yang digunakan adalah Analisis Jalur. Hasil penelitian ini menunjukkan bahwa 1) keterlibatan fashion berpengaruh positif dan signifikan terhadap emosi positif, 2) atmosfer toko berpengaruh positif dan signifikan terhadap emosi positif, 3) emosi positif berpengaruh positif dan signifikan pembelian tidak terencana, 4) keterlibatan fashion berpengaruh positif dan signifikan terhadap pembelian tidak terencana, 5) atmosfer toko berpengaruh positif tetapi  tidak signifikan terhadap pembelian tidak terencana.   Kata Kunci : Keterlibatan Fashion, Atmosfer Toko, Emosi Positif, dan Pembelian Tidak Terencana.   The purpose of this research there are 5 objectives: 1) analyze and explain the influence of fashion involvement on perceived Buyer Positive Emotions 2) analyze and explain the effect of store atmosphere on the perceived Buyer Positive Emotions 3) analyze and explain the influence of Positive Emotions on impulse buying 4) analyze and explain the influence  fashion involevement to impulse buying, 5) analyze and explain the effect of store atmosphere on impulse buying. This type of research used in this study is the type of explanatory research. Methods of survey data collection techniques. Population and sample in this study was a buyer at Mayang Boutique Collection with a sample size of 100 and the sample collection technique is accidental sampling. Data analysis method used is Path Analysis. The results of this study indicate that the 1) fashioninvolvement positive and significant effect on Positive Emotions, 2) store atmosphere positive and significant effect on Positive Emotions 3) positive emotions positively and significantly impulse buying 4) Fashion involvement  positive and significant effect on impulse buying 5) store atmosphere positive but not significant effect on impulse buying. Keywords: Fashion Involvement, Store Atmosphere, Positive Emotion, and Impulse Buying
PENGARUH GREEN MARKETING DAN MARKETING MIX TERHADAP CUSTOMER PREFERENCE DAN DAMPAKNYA TERHADAP KEPUTUSAN PEMBELIAN (Studi pada Mahasiswa S2 Konsumen Aqua-Danone, Fakultas Ilmu Administrasi Universitas Brawijaya. Malang) Riswati, Any; Suharyono, Suharyono; Kumadji, Srikandi
Profit: Jurnal Adminsitrasi Bisnis Vol. 9 No. 1 (2015): Profit : Jurnal Administrasi Bisnis
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Abstract

Green marketing is the concept of green marketing that is friendly to nature and environmental sustainability, green marketing is defined as a management process responsible for identifying, anticipating and satisfying the needs of consumers is profitable and sustainable (Peattie, 1992). Aqua Danone uses green marketing strategy as environmentally friendly marketing strategy shaft successful, because aqua have an environmental policy "Ground Water Policy" in managing the environment. Supported by the marketing mix strategy as the best communication tool for consumers in determining the choice of eco-friendly products before deciding to buy and consume products that benefit consumers and the environment. This study uses path analysis (path analysis) along with hypothesis testing to determine significant influence on the variables that are already defined. Population taken from S2 FIA UB student consumer Danone Aqua, with a sample of 75 people with the questionnaire data collection techniques shoot one study. The results of green marketing on customer  preference  significantly,  green  marketing  is  not  a  significant  influence  on purchasing decisions, marketing mix insignificant effect on customer preferences, marketing mix significantly influence purchase decisions, and customer preferences significantly influence purchasing decisions. The study was limited to one-shoot-study used data. Future research is expected to use this type of qualitative research in order to know in detail the impact of products on the environment in the long term.                                                                                         
PENGARUH KUALITAS LAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi pada Klinik dr. Sumakto, Sp. A(K) di Malang) Kanthi, Yekti Asmoro; Suharyono, Suharyono; Kumadji, Srikandi
Profit: Jurnal Adminsitrasi Bisnis Vol. 10 No. 1 (2016): Profit : Jurnal Administrasi Bisnis
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Abstract

Service quality is crucial to the service providers to maintain markets in the long run. Good service quality will earn customers’ positive feedback. This research is conducted to find out and explain whether there a significant correlation between service quality, customers’ value, customers’ satisfaction and customers’ loyalty.  This  research  utilizes  Partial  Least  Square  (PLS)  technic analysis combined with hypothesis testing to examine the effect of the treatment to the determined variables. This research uses explanatory research with 60 sampel in health pediatric clinic Malang. Sampling technique used probability sampling with sistematic sampling approaching. The findings of the research indicate that service quality retains a significant effect to the customers’ value, customers’ satisfaction and customers’ loyality.  The customers’   value   correlates   significantly to the  customers’ satisfaction and customers’ loyality. The customers’ satisfaction correlates not significantly to the customers’ loyalty. Key words: services quality, customers’ value, satisfaction, customers’ loyalty, health pediatric clinic.Keywords: service quality, customer value, satisfaction, customer loyalty and child health clinics.ABSTRAKKualitas layanan merupakan kunci utama bagi suatu instansi jasa untuk mempertahankan pasar dalam  jangka waktu  yang  panjang.  Kualitas  layanan yang baik akan memberikan suatu nilai yang baik pula bagi pelanggan. Tujuan penelitian ini untuk mengetahui dan menjelaskan pengaruh signifikan kualitas layanan terhadap nilai pelanggan, kepuasan pelanggan dan loyalitas pelanggan. Penelitian ini menggunakan teknik analisis Partial Least Square (PLS) disertai dengan pengujian hipotesis untuk mengetahui pengaruh signifikan terhadap variabel   penelitian   yang   telah   ditentukan.   Penelitian   menggunakan   jenis penelitian eksplanatori dengan sampel sebanyak 60 orang pada salah satu klinik kesehatan anak di kota Malang. Teknik pengambilan sampel menggunakan probabilty sampling dengan pendekatan sistematic sampling. Hasil penelitian menunjukkan kualitas layanan berpengaruh signifikan terhadap nilai pelanggan, kepuasan pelanggan dan loyalitas pelanggan. Nilai pelanggan berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Kepuasan pelanggan berpengaruh tidak signifikan terhadap loyalitas pelanggan.Kata kunci : kualitas layanan, nilai pelanggan, kepuasan, loyalitas pelanggan dan klinik kesehatan anak.
PENGARUH E-SERVICE QUALITY DAN E-RECOVERY SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION DAN E-CUSTOMER LOYALTY Tambusai, Suci Rizka Khairuna; Suharyono, Suharyono; Pangestuti, Edriana
Profit: Jurnal Adminsitrasi Bisnis Vol. 13 No. 2 (2019): Profit : Jurnal Administrasi Bisnis
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Abstract

The purpose of this study is to find the impact of e-service quality and e-recovery service quality on e-customer satisfaction and e-customer loyalty in Shopee's online marketplace. This research was triggered by the increasing number of Shopee application users resulting in complaints on the services provided. This research is a type of causal research with a quantitative approach.. The sampling method is purposive sampling counted 113 responder. Data analysis in this study used the path analysis method with the help of PLS. The results of this study indicate that e-service quality and e-recovery service quality have a significant and positive effect on e-customer satisfaction and e-customer loyalty.
PENGARUH LINGKUNGAN TOKO TERHADAP IMPULSE BUYING DENGAN EMOSI POSITIF SEBAGAI VARIABEL INTERVENING Maharanie, Regina Putri; Suharyono, Suharyono; Yulianto, Edy
Profit: Jurnal Adminsitrasi Bisnis Vol. 14 No. 1 (2020): Profit : Jurnal Administrasi Bisnis
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Abstract

This study aimed to investigate the influence of independent variables (sosial factors, design factors and ambient factors) towards dependent variable (impulse buying) which was mediated partially by positive emotion variable on the visitors of Transmart Carrefour Banjarmasin City. For research design, this study used quantitative method by employing an explanatory research. Researchers used primary data obtained from direct distribution questionnaire and utilized purposive sampling method as sampling technique. There were 118 respondents who where involved due to their suitability with study population. Then, the data was analysed by using SEM-PLS method. The results of this study indicated that store’s environment influence (social factor, design factor, and ambient factors) had positive and significant effect on visitors’ positive emotion and impulse buying. In addition, the indirect influence (social factor, design factor, and ambient factors) which was mediated by positive emotion on impulsive purchases and positive emotion was considered to be partial mediator variable.
Co-Authors Afifah, Nida Rafa Agus Iwan Kesuma Ahmad Ridwansah, Asep Ahmad Sapta Zuidar Almujadi, Almujadi Anas Miftah Fauzi Andriani Kusumawati Any Riswati Any Urwatul Wusko Ardiansyah, Hamdan Arifannisa, Sahira Josy Baehaqi Chandra Kirana Citra, Meitriliana DEWI SARTIKA DEWI SARTIKA Djamhur Hamid Dwi Koerniawati Dyah Koesoemawardani Edy Yulianto Efrianto, Eeng Juli Elman Johari Erdi Suroso Farida Akbarina Fatihul Islam, Aang Fatikhaturrohmah, Fatikhaturrohmah Fibra Nurainy Gunawan, Nanang H, Muhammad Nurreza Nurreza Habsyi, Taber Al Haryani, Wiworo Hayatuddin, Khalisah Herdiana, Novita Husada, Muhamad Hadid Imam Fauzi Surahmat Imam Suyadi Inggrid Sinaga Irdika Mansur Is, Muhamad Sadi Islam, Aang Fatihul Kartika Rachma Khongrat, Etty Kidnem, Dara Mutiara Mylan Kurniasari, Putri Kurniasari Kurniawan, Yuda Septian Ledy Setiawati Lusy Deasyana Rahmadevita Maharanie, Regina Putri Maria Erna Kustyawati Melvina Putri, Maulida Mohamad, Abdul Basir Bin Muhammad Azmi, Muhammad Mujayyanah, Zuhrotul Murhadi , Murhadi Murhadi Murhadi Novita, Dwi Nurmaisari, Melda Otik Nawansih Pakpahan, Marisi Pangestuti, Edriana Pardi, Abisar Ranti, Benny Rena Feri Wijayanti RIBUT SUGIHARTO Rosi Anjarwati Safitri, Melda Samsul Rizal Saputra, Jemmi Angga Saputri, Restin Ananda Sar’an, Mohamad Sastiani, Eka Z. Septiany, Annisa Muthiah Siregar, Afrila Mulyati Siregar Siti Nurdjanah Sobandi, Sobandi Sri Hidayati Sri Setyani Srikandi Kumadji Subeki Subeki Subhan Subhan Suendra, Yeyen Suherman, Trisya Sunarti Sundari, Sri Surni, Surni Sussi Astuti Sutoyo Sutoyo Suyono Suyono Tambusai, Suci Rizka Khairuna Tanto Pratondo Utomo Virhananda, M Rakha Pradipta Wardani, Febri Pramudya Widia Rini Hartari Winata Rizqy Priyani Wisnu Satyajaya Yanto, Syafri Yekti Asmoro Kanthi Yuliana , Neti Yuniarly, Etty Yuniarti, Lani Zahri, Saipuddin Zainul Arifin Zamaya, Zarman Zulferiyenni, Zulferiyenni