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All Journal JURNAL RELASI STIE MANDALA JEMBER JAM : Jurnal Aplikasi Manajemen JURNAL EKONOMI AKUNTANSI DAN MANAJEMEN Bisma: Jurnal Bisnis dan Manajemen Jurnal Ilmiah Inovasi Jurnal Studi Guru dan Pembelajaran Jurnal Sains Manajemen dan Bisnis Indonesia Madaniya Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Abdimas Indonesia : Jurnal Abdimas Indonesia Jurnal Pengabdian Masyarakat Akademisi Acitya Wisesa: Journal of Multidisciplinary Research VALUE: Journal of Business Studies JPMA Relasi : Jurnal Ekonomi Jurnal EKOBIS (Kajian Ekonomi dan Bisnis) Journal of Professional Education Prosiding Seminar Nasional Ilmu Hukum eJEBA
Imam Suroso
Universitas Jember
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Physics Social Sciences Other

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ANALISIS PENGARUH CUSTOMER RETENTION PROGRAM (CRP) TERHADAP LOYALITAS MELALUI KEPUASAN NASABAH TABUNGAN PT. BNI 46, TBK CABANG JEMBER Kurniawan, Dimas Firman; Suroso, Imam; Irawan, Bambang
JURNAL EKONOMI AKUNTANSI DAN MANAJEMEN Vol 13, No 1 (2014)
Publisher : Universitas Jember

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This study aims to analize the effect of Customer Retention Effect Analysis Program (CRP) on Loyalty Through Customer Satisfaction in the Saving Customer atBNI 46 Jember. The purpose of this study is to determine and analyze 1); Customer Relationship Marketing influence on customewr satisfaction, 2); Influence After Sales Marketing Customer satisfaction; 3) Influence of Implicit Guarantee of customer satisfaction; 4) The influence of Unconditional Guarantee of customer satisfaction; 5) The influence of customer satisfaction Defection Management; 6) Zero Defects influence model of customer satisfaction; 7) Effect of Customer Relationship Marketing Customer Loyalty; 8) Influence of After Sales Marketing 9) Influence of Implicit Guarantee Customer Loyalty; 10) The influence of Unconditional Guarantee on Customer Loyalty; 11) Influence of Management Defection of Customer Loyalty; 12) Zero Defects influence Model of Customer Loyalty; 13) The influence of satisfaction on customer loyalty. The population is all of our PT. BNI 46 Tbk., Jember Branch throughout the region, which at the end of December 2012 has been recorded about 71.942 customers. Intake of the total sample using the method of sampling nonprobability (proportional stratefied sampling). The design of this study are included in the explanatory research and methods of analysis used is structural equation methods.Analysis result indicate that Customer Relationship Marketing and Unconditional Guarantee model is a program that has significant and positive relationship of loyalty in an effort to defend its customers, further After Sales Marketing, Implicit Guarantee, Defection Management and the worst compared to the six CRP program is Zero Defect Model
PENGARUH CITRA, KUALITAS LAYANAN DAN KEPUASAN TERHADAP LOYALITAS PASIEN DI POLIKLINIK EKSEKUTIF RUMAH SAKIT DAERAH dr. SOEBANDI KABUPATEN JEMBER Hidajahningtyas, Nurullah; Sularso, R. Andi; Suroso, Imam
JURNAL EKONOMI AKUNTANSI DAN MANAJEMEN Vol 12, No 1 (2013)
Publisher : Universitas Jember

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The studyaimedto examine the effect of brand image of dr Soebandi executive polyclinic, service quality and satisfaction to patient loyalty. There were six hypotheses were tested with path analysis using partial least squares instrument. Data were collected using a questionnaire. The results showed that first, second, third, and five hypotheses were received. Brand image influenced service quality and patient satisfaction. Analysis of direct and indirect effects indicated that the quality of service and patient satisfaction were intervening variables in the relationship with the brand image of an executive polyclinic to patient loyalty. Another hypothesis were rejected. Service quality andsatisfaction were an important mediator in the relationship between brand image and loyalty. These findings implied that the quality and satisfaction wereintervening variables to patient loyalty. Brand image played an important role in changing service quality and patient satisfaction. It would lead to better patient loyalty are higher as well. Key words: brand image, service quality, satisfaction, patient loyalty
PENGARUH KUALITAS LAYANAN, HARGA DAN CITRA MEREK TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN POS EKSPRES DI KANTOR POS BONDOWOSO DAN SITUBONDO Suwandi, Suwandi; Sularso, Andi; Suroso, Imam
JURNAL EKONOMI AKUNTANSI DAN MANAJEMEN Vol 14, No 1 (2015)
Publisher : Universitas Jember

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The objectives of this study was to determine the effect of service quality, price and brand image on Post Express customer satisfaction and loyalty in Bondowoso and Situbondo Post Office, using analytical methods Sructural Equation Modeling (SEM) with the of Amos program version 5.0. The population in this research is all customer who sent document or parcel with the Post Express service. The respondent are chosen by purposive sampling. This study uses primary data by taking a sample of customers Post Ekspres at the Bondowoso and Situbondo Post Office,  as many as 133 samples. The results of this study are: (1) service quality has positive and significant impact on customer satisfaction; (2)  price has positive and significant impact on customer satisfaction; (3) brand image has positive and significant impact on customer satisfaction, (4) customer service has positive and significant impact on customer loyalty; (5)  price has positive and significant impact on customer loyalty; brand image  has positive but not significant impact on customer loyalty; (7) satisfaction has positive and significant impact on customer loyalty. Keywords: service quality, price, brand image, satisfaction, customer loyalty
PENGARUH CITY BRANDING TERHADAP CITY IMAGE, CUSTOMER SATISFACTION, DAN CUSTOMER LOYALTY DI KOTA AMBON Salampessy, Haris; Suroso, Imam; Wulandari, Deasy
BISMA: Jurnal Bisnis dan Manajemen Vol 9 No 2 (2015)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis

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Abstract:The purpose ofthis study was to examine the effect of city branding on city image, customer satisfaction, and customer loyalty in Ambon City. The population was the domestic and foreign tourists who visited tourism spots in Ambon. Sampling method used was purposive sampling with a sample size of 160 respondents. The analysis too lused was Stuctural Equation Modelling. Results showed that there was a significant effect of city branding on city Image, city branding on customer satisfaction, city branding on customer loyalty, city image on customer satisfaction, city image on customer loyalty, and customer satisfaction on customer loyalty in Ambon City. Keywords: City Branding, City Image, Customer Satisfaction, Customer Loyalty.
EVENT MARKETING SEBAGAI STRATEGI MENINGKATKAN BRAND AWARENESS KABUPATEN JEMBER Wulandari, Deasy; Suroso, Imam; Asbullah, Alvan Sidiq
BISMA: Jurnal Bisnis dan Manajemen Vol 9 No 1 (2015)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis

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Abstract: This study aimed to test the effect of event marketing, Visit Jember Month 2012 (Bulan Berkunjung ke Jember 2012 or BBJ 2012),on brand awareness of Jember Regency. The population in this study was the society who saw the BBJ 2012. Snowball sampling was used which resulted in a total of 70 respondents. Multiple linear regressionwas used to test the hypothesis. Results showed that sport and exhibition event marketing did not have a significant effect on the brand awareness of Jember Regency, while art and culture even marketing had a positive and significant effect on the brand awareness of Jember Regency. Keywords: Event Marketing, Brand Awareness, Strategy
PERAN KUALITAS LAYANAN DALAM MEMBANGUN KEPUASAN DAN KOMUNIKASI DARI MULUT KE MULUT PASIEN RAWAT JALAN RSD. DR. SOEBANDI JEMBER Optimasi, Dini; Irawan, Bambang; Suroso, Imam
BISMA: Jurnal Bisnis dan Manajemen Vol 12 No 2 (2018)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19184/bisma.v12i2.7889

Abstract

The purpose of this research is to analyze the effect of service quality on satisfaction and word-of-mouth communication, and the effect of satisfaction on word-of-mouth communication on the outpatients of the Regional Hospital of dr. Soebandi Jember. This is a quantitative research with an explanatory approach. The population is all outpatients of the Regional Hospital dr. Soebandi Jember. Applying purposive sampling method, the sample consists of 180 respondents. Data were analyzed by Structural Equation Modeling (SEM) method. The results show that service quality has no significant effect on satisfaction, service quality has no significant effect on word-of-mouth communication, and satisfaction has a significant effect on word-of-mouth communication. Keywords: Service Quality, Satisfaction, Word-of-Mouth Communication
STRATEGI OPTIMALISASI PENGELOLAAN DANA KAPITASI JAMINAN KESEHATAN NASIONAL PUSKESMAS DI KABUPATEN BONDOWOSO Sari, Fitri Indah; Suroso, Imam; Nurhayati, Nurhayati
BISMA: Jurnal Bisnis dan Manajemen Vol 11 No 2 (2017)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19184/bisma.v11i2.6316

Abstract

Abstract:The management of capitation funds of National Health Insurance (JKN) for the Regional Common Service Community Health Clinic is part of the regional financial management. The Public Health Service of Bondowoso Regency has implemented JKN since 2014. The capitation fund has a substantial excess funding with the increasing number of memberships and a management administration problem. This research aims to analyze the alternative strategy of optimizing the management of JKN capitation fund run by the Community Health Clinic in Bondowoso Regency using Strengths Weaknesess Opportunities and Threats (SWOT) analysis. The results of external and internal factor identification in Internal External (IE) matrix show that the value of External Factor Analysis Summary (EFAS) matrix is 2.96 and the value of External Factor Analysis Summary (IFAS) matrix value is 2.8. Accordingly, the strategic position for the Public Health Service is the hold and maintain position. Results of SWOT analysis show that there are 3 priority strategies, i.e., SO1 strategy (improving cooperation and cross sector coordination in technical management of the JKN capitation fund), SO2 strategy (improving monitoring and internal evaluation), and WO2 strategy (improving the manager’s competence by providing training and technical guidance). The most possible priority strategy based on the Quantitative Strategic Planning Matrix (QSPM) with the highest Total Attractiveness Score (TAS) of 6.117 is SO1 strategy, i.e., increasing cooperation and cross sector coordination in term of technical management of the JKN capitation fund. Keywords: Strategy, Financial Management, JKN.
PENGUKURAN KINERJA DINAS KELAUTAN DAN PERIKANAN KABUPATEN SITUBONDO Suroso, Imam; Rudyanto, Tomy; Sulistiyo, Agung Budi
BISMA: Jurnal Bisnis dan Manajemen Vol 11 No 3 (2017)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19184/bisma.v11i3.6475

Abstract

Abstract: Performance measurement is critical for public sector organizations to determine the sucess level in implementing strategies to achieve its vision and mission. Therefore, an analytical tool is needed to measure government performance and to provide comprehensive information from both financial and non-financial aspects. The use of balanced scorecard as the measurement method could broaden the perspective, not only from the financial perspective, but also from the customer, internal business processes, and learning and growth perspectives. The objective of this study was to analyze the performance of the Department of Marine and Fisheries of Situbondo Regency in 2015 using a balanced scorecard approach. This was a descriptive qualitative research applying a case study. The informants were the local people and staffs of the Department of Marine and Fisheries of Situbondo Regency. Value for money analysis was used in measuring financial perspective and service quality (servqual), while Important Performance Analysis (IPA) used in measuring other perspectives. Conclusion was drawn based on the scoring results. Results showed that, in overall, the performance of the Department of Marine and Fisheries of Situbondo Regency was in “good” category. Results of servqual analysis showed that all aspects had negative values, meaning that the expectations were higher than perceptions so the performance should be improved based on the priorities indicated in the IPA analysis. Keywords: Performance Measurement, Balanced Scorecard.
PENGARUH ATRIBUT, SIFAT DAN WAKTU PADA SPOT IKLAN DIAPET TERHADAP MOTIVASI DAN LOYALITAS MEREK PADA PT. RADIO SURYA BOJONEGORO Imam Suroso
RELASI : JURNAL EKONOMI Vol 10 No 2 (2014)
Publisher : STIE Mandala Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31967/relasi.v10i2.45

Abstract

Advertising by radio broadcast is a kind of promotion strategy to get closer brands to their customer and for reach up sale power. Advertising production on media radio have special character which is different with another media. The way to get success on promotion by media radio can be depends on loose spot’s attributes, characteristics and duration. Precise of this research is Diapet’s loose spot which broadcasted on PT. Radio Suryo Bojonegoro aim of this research are to know direct and indirect impact of loose spot’s attributes, characteristics and duration to motivation, also to know those impact to brand loyalty. This research is an explanatory research and use survey method. The population are Bojonegoro’s citizen who are Surya Radio’s listeners, listen Diapet’s loose spot and got loyal to Diapet Brand. Sample have taken by stratified proportional sample and gotten 110 sample. This research is using description analysis and Structural Equation Model (SEM) for data analysis method. Variable of this research are loose spot’s attributes, characteristics  and duration  as exogen variable, brand loyalty as endogen variable also motivation as intervening variable. Summary of this reasearch is showing that loose spot’s attribute, character and time have direct and indirect impact to brand merk.
PENGARUH SERVICE QUALITY, CUSTOMER VALUE, CITRA PERUSAHAAN DAN SWITCHING COST TERHADAP LOYALITAS KONSUMEN DENGAN EXPERIENTIAL MARKETING SEBAGAI VARIABEL INTERVENING PADA PT ASURANSI JASINDO KANTOR CABANG JEMBER Angkat Samekto; Imam Suroso; Dessy Wulandari
RELASI : JURNAL EKONOMI Vol 12 No 2 (2016)
Publisher : STIE Mandala Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31967/relasi.v12i2.95

Abstract

The aim of this study was to examine the effect on service quality, customer value,corporate image on experiential marketing PT Asuransi Jasa Indonesia; to examine theinfluence of service quality, customer value, corporate image, switching cost oncustomer loyalty PT Asuransi Jasa Indonesia and to examine the effect of experientialmarketing on customer loyalty PT Asuransi Jasa Indonesia. The object under study is acustomer of PT Asuransi Jasa Indonesia. This study was to describe the facts and to testthe hypothesis to see relationships between variables, The design of this research studyexplanation (explanatory research / confirmatory research). Sampling technique usedin this study was purposive sampling. The population in this study is limited to the retailconsumer segment is the insurance services PT.Asuransi Jasindo Jember fire insurancepolicy holders, vehicle insurance and miscellaneous insurance in 2013 , amounting to986 people.
Co-Authors A.A. Ketut Agung Cahyawan W Abdul Muhsyi Abdullah, Jihan Jannata Afini, Vivin Agung Budi Sulistiyo Alif Mirzania Alvan Sidiq Asbullah AMALIYAH, FITRI Ana Mufidah Andi Sularso Andi Sularso Andre Nanda Anggraini, Hilwa Angkat Samekto Aras Tulip Ardiansyah, Mochamad Wildan Arubina Bangsawan Bambang Irawan Biondi Prasadha Priyadhana Choirunnisa' Kurnia Safitri Deasy Wulandari Dessy Wulandari Dewi Prihatini Diah Yulisetiarini Dimas Firman Kurniawan Dimas Firman Kurniawan, Dimas Firman Dini Optimasi, Dini Dinna Dewi, Almas Farah Dwi Andri Risqianto Eka Bambang Gusminto Elok Sri Utami Evrylia Tri Purnama Sari Firgini Kuntoro Fitri Indah Sari Fitriani, Andini Nisya Furqoni, Deurucci Sabda Gde Made Oki Pranajaya Gusti Ayu Wulandari Hari Sukarno Hendra Musa Husnan, Abdul Indah Mawarni Indarto, Erik Wahyu Ketut Indraningrat Khairuddin Khanifatul Khusna Lilik Farida Maemonah, Maemonah Mahdi Hendrich Maknun, Lu'lu'il Marita Pratisila Masnoni Melisa A Putri Mirzania, Alif Mirzania Mochammad Nasirudin Mohammad Dimyati Muhajir, Mohammad Iqbal Muhammad Deni, Muhammad Nanda Revita Nelly Novi Puspitasari Nurhayati Nurhayati Nurhayati Nurhayati Nurul Qomariah Nurullah Hidajahningtyas Nurullah Hidajahningtyas, Nurullah Prasetyaningtyas, Susanti Puji Lestari Reski Fitriani Putri, Erina Minanda R. Andi Sularso R. Andi Sularso Rachmatul Istiqomah Ridahanum Akadjaja Ridwan Iskandar Roy Saleh Rudyanto, Tomy Salampessy, Haris Salma Fauziyyah Sri Wahyu Lely Hana Sudarna SUDARYANTO SUDARYANTO Susanti Prasetiyaningtiyas Suwandi Suwandi Tutik Pebrianti Vivin Avini Wishinta, Anisya Yudistya Zein Ghozali