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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 Jurnal Riset Rumpun Ilmu Sosial, Politik dan Humaniora (JURRISH) 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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Journal : JURNAL EKONOMI AKUNTANSI DAN MANAJEMEN

 1 
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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Abstract

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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Abstract

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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Abstract

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 CITRA, KUALITAS LAYANAN DAN KEPUASAN TERHADAP LOYALITAS PASIEN DI POLIKLINIK EKSEKUTIF RUMAH SAKIT DAERAH dr. SOEBANDI KABUPATEN JEMBER Nurullah Hidajahningtyas; R. Andi Sularso; Imam Suroso
Jurnal Ekonomi Akuntansi dan Manajemen Vol 12 No 1 (2013)
Publisher : Universitas Jember

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

Abstract

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
ANALISIS PENGARUH CUSTOMER RETENTION PROGRAM (CRP) TERHADAP LOYALITAS MELALUI KEPUASAN NASABAH TABUNGAN PT. BNI 46, TBK CABANG JEMBER Dimas Firman Kurniawan; Imam Suroso; Bambang Irawan
Jurnal Ekonomi Akuntansi dan Manajemen Vol 13 No 1 (2014)
Publisher : Universitas Jember

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

Abstract

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 KUALITAS LAYANAN, HARGA DAN CITRA MEREK TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN POS EKSPRES DI KANTOR POS BONDOWOSO DAN SITUBONDO Suwandi Suwandi; Andi Sularso; Imam Suroso
Jurnal Ekonomi Akuntansi dan Manajemen Vol 14 No 1 (2015)
Publisher : Universitas Jember

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

Abstract

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
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 Ardiansah, Wisnu 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 Istiqomah, Latifah 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 Mochammad Rohman Antoni 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 S. Sugiharto Salampessy, Haris Salma Fauziyyah Sri Wahyu Lely Hana Sudarna SUDARYANTO SUDARYANTO Susanti Prasetiyaningtiyas Suwandi Suwandi Tutik Pebrianti Vivin Avini Wishinta, Anisya Yudistya Zein Ghozali