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All Journal JURNAL SAINS PEMASARAN INDONESIA Diponegoro Journal of Management Jurnal Ilmiah Ekonomi Islam EKONOMIS : Journal of Economics and Business Jurnal Organisasi Dan Manajemen Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan DIJB (Diponegoro International Journal of Business) International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Ilmiah Edunomika (JIE) International Journal of Economics Development Research (IJEDR) Indicators : Journal of Economic and Business Asian Management and Business Review Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF) Industrial Research Workshop and National Seminar Journal of International Conference Proceedings e-Jurnal Apresiasi Ekonomi Research Horizon Economic and Business Horizon
I Made Sukresna
Departemen Manajemen Fakultas Ekonomika Dan Bisnis Universitas Diponegoro
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mechanical Engineering Social Sciences Other

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Journal : Diponegoro Journal of Management

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ANALISIS PENGARUH KUALITAS LAYANAN, HARAPAN KINERJA DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (STUDI PADA RUMAH SAKIT ISLAM SULTAN AGUNG SEMARANG) Nafisa, Jihan; Sukresna, I Made
Diponegoro Journal of Management Volume 7, Nomor 4, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The study aims to examine and explain the effect of the variable company’s service quality, company’s performance perceived by customer, company’s image to the customer’s satisfaction and loyalty. The research was conducted in Islamic Hospital of Sultan Agung Semarang Central Jav. The objects chosen for the research were 155 patients of the hospital. The analysis tools are multiple regression and path analysis to determine the pattern and effect relationships between variables in sequence, i.e. independents, dependents and intervening variables. The results of the study explained that all 7 hypothesis are accepted.  However the customer satisfaction finally is detected as not as intervening variable as it doesn’t increase the effect of independent variable (company’s service quality, company’s performance perceived  by customer, company’s image) to customer’s loyalty. The direct effect of independent variables (company’s service quality, company’s performance perceived by customer, company’s image) to customer’s loyalty is bigger than their indirect effect through customer satisfaction.
ANALISIS PENGARUH KUALITAS LAYANAN DAN PERSEPSI ATAS HARGA TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Bus Pariwisata PO Jaya Indah Semarang) Pramana, Riyan Indra; Sukresna, I Made
Diponegoro Journal of Management Volume 5, Nomor 2, Tahun 2016
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The background of this research is the sales  decline PO Jaya Indah Semarang in the period 2012-2014. , The decline in sales can be formulated that how consumers feel satisfied and loyal after using PO Jaya Indah Semarang amid increasingly fierce competition phenomenon. This study aimed to examine the effect of Quality of Service , Perception of Price on Consumer Loyalty through Customer Satisfaction on tourist buses PO Jaya Indah Semarang. Samples were consumers buses PO Jaya Indah Semarang, amounting to 100 people. Data analysis method used is quantitative analysis using multiple linear regression analysis.Quantitive methods include the validity and reliability, the classic assumption test, testing hypothesis through F test, t test and the coefficient of determination (R2). And in this study using Sobel test to detect Customer Satisfaction as intervening variable. The results showed that the Quality of Service and Perception of Price showed a positive influence on Customer Satisfaction, Customer Satisfaction subsequently accepted as an intervening variable in mediating the Quality of Service and Perception of Price to Consumer Loyalty.
DAMPAK DIMENSI EXPERIENTIAL MARKETING TERHADAP KEPUASAN KONSUMEN, TIMBULNYA WORD OF MOUTH DAN MINAT BELI ULANG (Studi Kasus Jasa Pencucian Kendaraan Maxx Carwash & Detailing Semarang) Naufaldy, Iqbal; Sukresna, I Made
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Maxx Carwash & Detailing is one of the premium carwash in Semarang. In the last two years, Maxx Carwash & Detailing began to experience symptoms of decline. Customer dissatisfaction of services and facilities is the reasons why people stop using a company’s service. Thus, the company needs to be able to implement strategies in order to keep or increase consumer interest in using services offered by Maxx Carwash & Detailing.Maxx Carwash & Detailing has a problem on the number of services that dropped significantly on two treatments offered. For car wash service during the period 2015 to 2016 there was a decrease in the number of services by 11.52%. As for the service doorsmeer decreased the amount of service amounted to 48.79%. In addition, in the pre-survey conducted, researchers also found some complaints from consumers, namely the most are a long service time and waiting room that is less comfortable..This study aims to analyze the effects arising from sense experience, feel experience, think experience, act experience towards customer satisfaction and word of mouth in increasing customers’ intentions to repurchase Maxx Carwash & Detailing’s services. The method used in collecting data is insidental sampling. This study has 165 samples that were collected through questionnaires. Questionnaires were distributed to the respondents who have ever tried using Maxx Carwash & Detailing’s services in Semarang. The data   collected were processed using Structural Equation Modeling (SEM) through AMOS ver. 23.0 by testing seven hypotheses.Based on the research of data processing SEM for full model has met the criteria of goodness of fit as follows, the value of chi-square = 279,286; probability = 0,222; RMSEA = 0,020;  CMIN/DF = 1,066; TLI = 0,986; CFI = 0.988, and two marginal criteria which are GFI = 0,886 and AGFI = 0,859. With the result, it can be said that this model is feasible to be used. The result showed that sense experience through customer satisfaction and word of mouth has the most significant impact on repurchase intention. Thus, in order to increase repurchase intention, Maxx Carwash & Detailing needs to increase sense experience and customer satisfaction.
ANALISIS PENGARUH FAKTOR EVALUATIF WISATAWAN TERHADAP MINAT BERPERILAKU DI MASA DEPAN, DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi Pada Tempat Wisata Alam Umbul Sidomukti Semarang) Fernaldi, Elmer Hafiizh; Sukresna, I Made
Diponegoro Journal of Management Volume 6, Nomor 1, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aimed to analyze the effects arising from the service quality and tourist experience on satisfaction and its influence on revisit intention and recommend intention from Umbul Sidomukti. The variables used in this study is service quality and tourist experience as an independent variable, then the satisfaction as an intervening variable lastly, the revisit intention  and recommend intention as the dependent variable. The sample in this study were 186 respondents that came from the tourist of Umbul Sidomukti Semarang.The method used is purposive sampling by distributing questionnaires to the respondents (tourist). In this study developed a theoretical model to propose eight hypotheses to be tested using analysis tools Structural Equation Modeling (SEM) which is operated through a program AMOS 22.0. Based on the research of data processing SEM for full model has met the criteria of goodness of fit as follows, the value of chi-square = 204,469; probability = 0,012; RMSEA = 0,038; CMIN/DF = 1,270; GFI = 0,903; TLI = 0,985; CFI = 0,988; NFI = 0,945, and a marginal criteria which is AGFI = 0,873. With the result, it can be said that this model is feasible to be used. The results showed that the revisit intention and recommend intention can be improved by increasing service quality that affect the satisfaction  as a determinant of success to increase revisit intention and also recommend intention.
STUDI PERILAKU MAHASISWA DALAM POLA PENGAMBILAN KEPUTUSAN PENGGUNAAN JASA BIMBINGAN BELAJAR (Studi pada Jasa Bimbingan Belajar Mahasiswa Buka Buku dengan Pendekatan Studi Kasus) Al Caesar, M. Rizky; Sukresna, I Made
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Buka Buku is the only business that is engaged in education services that are presented to students for tutoring services. Buka Buku itself is currently focused on Undip, exactly to help academics students of the Faculty of Economics and Business Undip. However, Buka Buku experienced a gap between S-I and D-III students in students purchasing power. It affects the difference of class proportion between S-I and D-III students. This study aims to determine the behavior of students that occur today, and the impact of student behavior on the pattern of decision making use of tutoring services Buka Buku. In addition, this study aims to know the right way in serving students, especially the segment of students Diploma III.This research uses Theory of Planned Behavior theory. There are three main variables in the theory in determining the intention of behaving a person, where the intention is to form a person's behavior.  These  variables  are  attitude  toward  the  behavior, perceived  norm,  and  perceived behavioral control. Methods and approaches conducted in this study using qualitative research methods with case study approach. The preparation of this research using Patton model with Miles and Huberman model analysis technique.The result of the research shows how the student behavior, to know the factors causing student decision making. In addition, this study presents the decision making pattern of the use of Buka Buku services based on the relationship between the factors that make up student decisions. Therefore, an effective strategy can be done in serving the student segment at the Faculty of Economics and Business Undip, especially the D-III students.
ANALISIS PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN KEPERCAYAAN TERHADAP MINAT BELI ULANG (Studi Pada Pengguna XL Semarang) Primandesera, Andika; Sukresna, I Made
Diponegoro Journal of Management Volume 7, Nomor 2, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Technology has been growing fast over the years, especially on communication, such as mobile phone. The number of mobile phone users in Indonesia increased more than the number of its population. This indicates, people are using more than one mobile phone. However, XL as one of the oldest phone services operator has a decreased on their users based on their annual report. Also, there are some complaints from their users. Therefore, XL needs to increase repurchase intention of their users. This study aims to analyze repurchase intention level of XL through service quality, perceived price and trust with perceived value as an intervening variable.Population of this study is all of XL’s users at Semarang. The sample used for this research must be at least 17 years of age. This study conducted on 140 respondents by using non-probability purposive sampling technique.  This study conducted 5 variables, 16 indicators and 4 hypotheses.The analysis technique used for this research are factor analysis with SPSS and structural equation models with AMOS program. The results of this study show that service quality has positive and significant correlation on perceived value. Perceived price has positive and significant correlation on perceived value. Trust has positive influence and significant correlation on perceived value and perceived value has positive and significant correlation on purchase intention. Also, this study shows that service quality is the most influential variable on repurchase intention through perceived value.
ANALISIS PENGARUH SIKAP PADA PERLUASAN MEREK TERHADAP MINAT BELI PRODUK SIKAT GIGI PEPSODENT DI KOTA SEMARANG Utami, Fitria Ridho; Sukresna, I Made
Diponegoro Journal of Management Volume 8, Nomor 1, Tahun 2019
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The competition in dental and oral care products industry is increasing over time.Therefore, companies must have new strategies in marketing their products, for exampleby brand extension. The purpose of this study is to determine the effect of attitudes towardsbrand extension towards buying interest in Pepsodent toothbrush products in Semarang.The population in this study are Pepsodent consumers in Semarang who usetoothbrush products and other products from Pepsodent. The number of samples used was209 people who were selected using purposive sampling through a questionnaire. The dataobtained is then analyzed using the AMOS program.The results of the study showed that familiarity and perceived fit variables had apositive effect on attitudes toward brand extension. While the perception of quality andinnovativeness variables have no effect on the attitude towards brand extension variable.And the dependent variable, attitude towards brand extension has an effect on purchaseintention. The most influential process for increasing consumers purchase intention inPepsodent toothbrush products is by increasing perceived fit that affect attitudes towardbrand extension which will increase purchase intention.
ANALISIS PENGARUH CITRA MEREK, KUALITAS PRODUK, KEWAJARAN HARGA DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi Pada Pelanggan Produk Oriflame Semarang) Fitriana, Diana; Sukresna, I Made
Diponegoro Journal of Management Volume 7, Nomor 3, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The sales volume of Oriflame Semarang fluctuated in 2016 and 2017. The increase and decrease is an indication that the buyer has not been loyal to Oriflame products. The purpose of this study to analyze the effects arising from brand image, product quality, price fairness and customer satisfaction on customer loyalty from Oriflame Semarang users. The variables used in this study is brand image, product quality and price fairness as an independent variable, customer satisfaction as an intervening variable and customer loyalty as an dependent variable.The samples in this study were 180 respondents us purposive sampling method. This study uses analytical techniques of Structural Equation Modelling (SEM) with AMOS 24.0 as the analysis instrument. The  result  show  that  brand  image  has  not  positive  and  significant  effect  on customer satisfaction, product quality has positive and significant effect on customer satisfaction, price fairness has positive and significant effect on customer satisfaction and customer satisfaction has positive and significant effect on customer loyalty.
ANALISIS PENGARUH ANTISIPASI NILAI PELANGGAN DAN KOMUNIKASI PEMASARAN TERHADAP MINAT MENGADOPSI (Studi Pada Produk Telkom Indihome Triple Play Semarang) Hapsari, Yunita Chandra; Sukresna, I Made
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

In this modern era, the need for technology, information and communication is growing rapidly. As the need grow greater, service providers are required to present a service that can follow the development of technology but in accordance with the needs and accepted by the society. Telecomunication and Network companies in Indonesia offer  many attractive products and with various benefits as a form of competition. As one of telekomunication company in indonesia, PT. Telekomunikasi Indonesia Tbk (Persero) or Telkom, presents their innovative product called Indihome Triple Play. This product combine three services in one product, that  consist of High Speed Internet on Fiber, Phone, dan Interactive TV. This research aimed to analyze the effect of Customer Value Anticipation and Marketing Communication on Intention to Adopt.The sample in this study is 130 respondents of Indihome Triple Play customers, using the method of Structural Equation Modeling (SEM) The results of this study indicate that Customer Value Anticipation and Marketing Communication have positive and significant influence on Product Innovativeness (as intervening variable), and Product Innovativeness has positive and significant effect on Intention to Adopt.
ANALISIS PENGARUH KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP MINAT BELI MELALUI REPUTASI DANWORD OF MOUTH (Studi Pada Maskapai Berbiaya Rendah di Indonesia) Oktav, Riyandika; Sukresna, I Made
Diponegoro Journal of Management Volume 7, Nomor 4, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Based on the facts there is a decline in the market share and the increasing complaints of low-cost carrier users in Indonesia. This study aims to analyze the effect of service quality and price perception on purchase intention made to low-cost carrier users in Indonesia. The variables used in this study are service quality, and price perception as independent variables, then reputation and word of mouth as the last intervening variable ppurchase intention as the dependent variable. According to Chiu, et al (2015) it is necessary to improve the quality of flight services to meet consumer needs and expectations to increase purchase intention. Meanwhile, according to Liu and Lee (2016) not only through improving the quality of services that can increase the interest of low-cost carrier users, but also must provide price perceptionto consumers.The sample in this study were 180 respondents, namely low-cost carrier users in Indonesia. The method used was purposive sampling by distributing questionnaires to low-cost carrier users in Indonesia. Data analysis used in this study is structural equation model (SEM).Based on the results of SEM data processing shows that all hypotheses tested have a positive and significant influence. Based on the total effect, obtained the best path is service quality → reputation → purchase intention.
Co-Authors Abdillah, Aris Abdulghani, Zaki Abrari, Fuad Aflit Nuryulia Praswati Ahyar Yuniawan Al Caesar, M. Rizky Augusty Tae Ferdinand Azra Rafi Nur Asy'ari Bintoro, Bintoro Chandra Dewi, Maharsiwi Diah Christyawan, Harry Dani, Akhmad Nur Dewi, Ade Puspita Dhikriyah, Laeli Dinata, Amet Candra Dita Monica Sekarini, Dita Monica Edy Rahardja Ekaputri, Alya Maherka Elmer Hafiizh Fernaldi ERIC GUNAWAN Farida Indriani Faturrazaq, Ramadhani Aulia Fernaldi, Elmer Hafiizh Fikri, Raden Muhammad Mukhlis Fitria Ridho Utami Fitriana, Diana Gunawan, Muhammad Arief Gunawan, Vanessa Cahyani Hapsari, Yunita Chandra Hari Basuki Harry Soesanto Hidayat, Dayu Nur Hikami, Syaroful Imroatul Khasanah Intan Shaferi Irawan, M. Felik Ferdy Irfan Affandi Jamhari Jamhari Kurniawan, Novan Laras Dipta Sri Ida Susilowati Mahfudz Mahfudz Mahfudz Mardiyah, Meicicho Muhammad Mirza Maulana Nafisa, Jihan Nagara, Agung Satya Najib, Muhammad Alfiyan Nalal Muna Naufaldy, Iqbal Nazareth, Mega Nugroho, Zahra Dini Octavian, Yayan Oktav, Riyandika Pamungkas, Brian Putra Pangestu MT, M. Adjie Perkasa KS, Nicholas Anggada Pragunadi, Nindita Gabriele Pramudhita, Abimanyu Cahya Primandesera, Andika RA Nur Amalina, RA Nur Rahman, Yuwanda Ratna, Maria Moniqua Restiandi, Andri Rijal, Khusnur Rio Dhani Laksana Riyan Indra Pramana, Riyan Indra Salsabella, Shella Santoso, Wibowo Iman Satyarini, Yuane Selestio, Robby Setiawan, Annisaa Nabhila Simanjuntak, Mariana Simbolon, Nathalia Rouli Sugiharto, J. Sugiono Sugiono Sukaryono, Adilaksana Suratin, Mochammad Susilo Toto Raharjo Sutanto, Inggrid Benedicta Sutopo Sutopo Syarifudin, Faiz Syuhada Sufian Tamara Citra, Tamara Tri Astuti, Atik Rahmawati Utami, Fitria Ridho Utomo, Bagus Satrio Wardhani, Hernita Wisnu Wibawa, Hanasta Toar Widhi Pangestuti, Aisah Widoningrum, Luluk Nastiti Willi Agung Prabowo Yudhistira Riza R Yuko, Mohammad Yunita Budi Rahayu Silintowe