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PENGARUH KUALITAS PRODUK MANDIRI MOBILE DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN MENJADI NASABAH BANK MANDIRI (Studi Kasus pada Nasabah Bank Mandiri KCP Semarang Majapahit) Tavisar, Latanba Via; Prihatini, Apriatni Endang; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 3, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

Mandiri Mobile provides convenience but often is constrained by barriers of  the use of technology, as well as service performance often does not suitable with customer’s expectations so that the number of complaints from customers and Bank Mandiri KCP Semarang Majapahit’s third-party funds target is not reached. Therefore it is necessary to know how big the influence of product quality of Mandiri Mobile and service quality to decision to become customer. Type of this research is explanatory research. Data collection technique using questionnaires which was distributed to 100 respondent with purposive sampling method by the way of accidental sampling. Data analysis consisted of validity, reliability crosstabs, simple linear regression, multiple linear regression, coefficient determination, t test and F test using SPSS for Windows version 16.0. The conclusions of this research is product quality of Mandiri Mobile and service quality has a positive and significant influences to decision to become customers, both of partially and simultaneously, where product quality of Mandiri Mobile gives bigger influence to the decision to become customer rather than service quality. Suggestions can be submitted are should increase the completeness of transaction’s types in Mandiri Mobile and reducing to ask and speak with other staff while serving customers.
Pengaruh Tarif, Kualitas Pelayanan, dan Promosi Terhadap Keputusan Pembelian (Studi Kasus Penumpang Bus Rapid Transit (BRT) Trans Semarang Koridor II Terboyo - Sisemut, Ungaran) Malau, Jamaluddin Nurma; Hidayat, Wahyu; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 4, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

This research is motivated by the provision of public transport services better, orderly, safe, effective, efficient, and affordable aims to reduce traffic congestion that private vehicle users to switch to public transport.  Transportation Services BRT Trans Semarang is one solution that has a public transportation bus system better, orderly, fast, convenient, safe, affordable in terms of infrastructure, vehicles and schedules. This study aimed to determine the effect of Fare, quality of service, and promotion to the purchase decision (a case study Passenger BRT Trans Semarang Corridor II Terboyo - Sisemut, Ungaran). This type of research is eksplanatory research with data collection tool is questionnaire. This study uses the 100 respondents that passengers BRT Corridor II which has been used more than 3 times. The sampling technique of this study is purposive sampling. The test used are validity test and reliability test. Analysis of the data used is cross tabulation, correlation coefficient, coefficient of determination, simple linear regression, t test, multiple linear regression, and F test. Based on the results of analysis show that in partial fare contributed influence on purchasing decisions by 6.7%, the variable quality of service contributed influence on purchasing decisions by 8.5% and promotion variables contributing influence on purchasing decisions by 19.1%. Simultaneously, tariffs, quality of service, and promotion of contributing influence on purchasing decisions by 21.5%.The Conclusion This study shows the fare, quality of service, and the promotion of partially and simultaneously influence purchasing decisions Trans Semarang BRT corridor II. Based on these results, the manager of BRT BLU Mangkang Semarang Terminal Unit must be able to maintain the prescribed fare, improve, and continue to develop the quality of services to suit the consumer benefits, and increase the intensity and diversity promotion carried out by the manager to be able to attract a purchase decision BRT, as well as the need for continued research by the company and other parties to determine the effect of other variables and outside the shelter placement indicators such research, feasibility fleet, opening new routes, passenger capacity, ease of access to shelter, special Line BRT.
PENGARUH KEPEMIMPINAN DAN KOMPENSASI TERHADAP PRESTASI KERJA KARYAWAN PT. PELINDO III CABANG SEMARANG Dewi, Ema Ratna; Hadi, Sudharto P; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Volume 3, Nomor 2, Tahun 2014
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

The success of a company in carrying out its operations, is inseparable from the quality management of its human resources. One important goal in the management of human resources within an organization is the creation of employee performance . PT. Pelindo III in branch Semarang is a company SOE (State Owned Enterprises) which is rapidly growing in the field of transportation services with the business of loading and unloading containers and shipping (export) and revenue (import) of goods in large quantities. The problem in this study is the decline in the performance of employees. This study aims to determine the effect of leadership (X1) and compensation (X2) on employee performance (Y) PT. Pelindo III in branch Semarang. This type of research is explanatory research. Based on the analysis data can be concluded that there is a leadership influence on job performance and compensation PT. Pelindo III in branch Semarang. The higher or better leadership and compensation received, then the employee performance will increase. Advice can be given in this study is that the leader is always willing to assist employees in dealing with the difficulties of working so that the employee's job easier and lighter and more quickly resolved to the next job. In addition, need to reconsider the granting overtime pay in accordance with the given task, considering the employees have to work after hours. Meanwhile, for the quality of works are expected the employee to work more carefully and not rush in carrying out the tasks assigned, if necessary, re-inspection and supervision of the work is done to avoid mistakes in the work so that the quality of work can be maintained and increased as expected the company.
PENGARUH PROMOSI, TARIF, DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN BERKUNJUNG (Studi Pada Pengunjung Plaplay Indoor Theme Park Kota Semarang) Arum Jati, Theo Dora Sinta; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Vol 9, No 2 (2020)
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

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Abstract

The decision to visit as a benchmark to find out the extent of the success of Plaplay Indoor Theme Park in Semarang City in the face of intense competition. This study aims to determine how the effect of promotion, tariffs, and service quality on the decision of visiting to the Plaplay Indoor Theme Park. The type of research used is explanatory research with a sample size of 100 respondents using incidental nonprobability sampling techniques. Data collection using a questionnaire and Google form with a Likert measurement scale. Data were analyzed using SPSS 21.0 for Windows. The results showed there was a promotion effect on the decision to visit with the value of t arithmetic (4.70)> t table (1.984), there was an effect of tariffs on the decision of visiting with a value of t arithmetic (6.081)> t table (1.984), there was an influence of service quality on the decision visited with the value of t arithmetic (9,266)> t table (1,6606), and there was an influence of promotion, tariffs and quality of service on the decision to visit with a calculated F value (41,137)> F table (3.09). Suggestions in this research are the use of Youtube and Instagram media for advertisements with youth nuanced material, increased frequency and short duration. Sales promotions ahead of and during holidays are increased. Directions to the location of the playground and supporting facilities are clarified. The quality of information services and the timeliness of processing ticket purchases are improved, and the number of janitors is added. By improving the quality of services above, it is expected that the tariffs imposed by Plaplay can be felt to be more adequate
Pengaruh Brand Association Dan Perceived Quality Terhadap Keputusan Pembelian Produk Mustika Ratu (Studi Pada Pengunjung Toko Kosmetik J-C Store Dan Toko Kosmetik Brilliant Kota Semarang) Yuningsih, Resi; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Mustika Ratu experienced fluctuations that tended to decline in 2016 and in 2018 decreased by 14.7%. Likewise, the position of Mustika Ratu is vulnerable to being shifted, this can be seen in Mustika Ratu's type of foundation which only survives on the Top Brand Index in 2016. This study aims to determine the effect of brand association, and perceived quality on the purchase decision of Mustika Ratu products for visitors to the J-C Store cosmetics store and the Brilliant cosmetics shop in Semarang. This type of research is explanatory with an unknown population and a sample of 97 respondents. The sampling technique used was purposive sampling. The analysis technique used is the correlation test, determination test, simple linear regression test, multiple linear regression test, t test and F test with the help of the IBM SPSS program version 26.0. Based on the results of the analysis, it can be concluded that there is a positive and significant influence on the brand association and perceived quality variables on purchasing decisions partially or simultaneously. Mustika Ratu should display testimonials from the use of products to consumers, add more specific instructions for product use, follow existing beauty product trends and provide fast information to consumers regarding their products through various kinds of advertisements and discounts.Keywords: Brand Association; Perceived Quality; Purchasing Decisions Abstrak: Tinggi rendahnya keputusan pembelian mengindikasikan keberhasilan suatu perusahaan dalam memasarkan produknya. Mustika Ratu mengalami fluktuasi yang cenderung menurun di tahun 2016 dan tahun 2018 menurun sebesar 14,7%. Begitu pula posisi Mustika Ratu rentan tergeser, hal ini terlihat pada produk Mustika Ratu jenis foundation yang hanya bertahan pada Top Brand Index pada tahun 2016 saja. Penelitian ini bertujuan untuk mengetahui pegaruh brand association, dan perceived quality terhadap keputusan pembelian produk Mustika Ratu pada pengunjung toko kosmetik J-C Store dan toko kosmetik Brilliant Kota Semarang. Tipe penelitian yang digunakan adalah eksplanatori dengan populasi yang tidak diketahui jumlahnya dan sampel responden sebanyak 97 orang. Teknik sampling yang digunakan ialah purposive sampling dan accidental sampling. Teknik analisis yang digunakan adalah uji korelasi, uji determinasi, uji regresi linier sederhana, uji regresi linier berganda, uji t dan uji F dengan bantuan program IBM SPSS versi 26.0. Berdasakan hasil analisis, dapat disimpulkan terdapat pengaruh yang positif dan signifikan variabel brand association dan perceived quality terhadap keputusan pembelian baik secara parsial maupun secara simultan. Mustika Ratu hendaknya menampilkan testimoni-testimoni hasil pemakaian produk kepada konsumen, menambah instruksi yang lebih spesifik atas pemakaian produk, mengikuti tren produk kecantikan yang ada dan memberikan informasi yang cepat kepada konsumen terkait produknya melalui berbagai macam iklan dan diskonKata Kunci: Brand Association, Perceived Quality, Keputusan Pembelian
Pengaruh Harga, Kualitas Produk dan Promosi Terhadap Keputusan Pembelian Mobil Merek Toyota Sienta di PT. Nasmoco Gombel Semarang Widyasmoro, Putri Arista; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Specifically this study discusses the sale of Toyota Sienta brand cars at PT. Nasmoco Gombel Semarang in 2016 - 2019 continues to decline. Research to determine the effect of price (X1), product quality (X2), and promotion (X3) on purchasing decisions (Y) of Toyota Sienta cars at PT. Nasmoco Gombel Semarang. This type of research is explanatory research. The sample in this study were buyers and users of Toyota Sienta cars at PT. Nasmoco Gombel Semarang with a total sample of 51 respondents. The sampling technique uses simple random sampling. The researcher sent a link containing the questionnaire through the whatsapp application and data relating to PT. Nasmoco Gombel Semarang was obtained from management via e-mail. Data analysis methods used were validity, reliability, correlation, determination coefficient, simple regression, multiple regression, t test and F test using SPSS version 23. The results showed that the price variable has a significant influence on the purchase decision of Toyota Sienta cars. The product quality variable has a significant influence on the purchase decision of Toyota Sienta, and the promotion variable also has a significant influence on the purchase decision of Toyota Sienta. Variable price, product quality and promotion have a joint influence on purchasing decisions.  Keywords: Price; Product Quality; Promotion; Purchase Decision Abstrak: Secara khusus penelitian ini membahas mengenai Penjualan mobil merek Toyota Sienta di PT. Nasmoco Gombel Semarang tahun 2016 – 2019 terus mengalami penurunan. Penelitian untuk mengetahui pengaruh harga (X1), kualitas produk (X2),  dan promosi (X3) terhadap keputusan pembelian (Y) mobil Toyota Sienta di PT. Nasmoco Gombel Semarang. Tipe penelitian ini adalah explanatory research. Sampel dalam penelitian ini yaitu pembeli sekaligus pengguna mobil Toyota Sienta di PT. Nasmoco Gombel Semarang dengan jumlah sampel 51 responden.. Teknik pengambilan sampel menggunakan simple random sampling. Peneliti mengirimkan link yang berisi kuesioner melalui aplikasi whatsapp dan data yang berkaitan dengan PT. Nasmoco Gombel Semarang diperoleh dari pihak manajemen melalui e-mail.Metode analisis data yang digunakan yaitu uji validitas, realibilitas, korelasi, koefisien determinasi, regresi sederhana, regresi berganda, uji t dan uji F dengan menggunakan aplikasi SPSS versi 23. Hasil penelitian menunjukan bahwa variabel harga memiliki pengaruh yang signifikan terhadap keputusan pembelian mobil Toyota Sienta. Variabel kualitas produk memiliki pengaruh signifikan terhadap keputusan pembelian mobil Toyota Sienta dan variabel promosi juga memiliki pengaruh signifikan terhadap keputusan pembelian mobil Toyota. Variabel harga, kualitas produk dan promosi memiliki pengaruh secara bersama-sama terhadap keputusan. Kata kunci: Harga; Kualitas Produk; Promosi; Keputusan Pembelian
Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Pada Pengguna Jasa Pengiriman Surat Kilat Khusus PT. Pos Indonesia di Kota Semarang) Larasati, Fitria; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

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Abstract

Abstract: PT. Pos Indonesia as a BUMN delivery service company in 2018-2019 occupy the position of the 4th Top Brand after the emergence of various private delivery services companies.“With the diverse selection of delivery services in Indonesia provides an opportunity for customer to evaluate and choose which delivery services to use that ultimately trigger customer”loyalty. The purpose of this study is to examine the direct and indirect effects of service quality, brand image, customer satisfaction, and customer”loyalty. This“type of research”is explanatory“research, with a sample of 100 respondent Special Express Mail users PT. Pos Indonesia in Semarang”city. Data collection techniques are questionnaires and literature study. This research used accidental sampling technique with purposive sampling as its methodology. This research used a“Partial Least Square analysys technique, mediation test by using Variance Accounted For (VAF) and Fit Model Indicator by using WarpPLS 6.0 program.”Based“on the result of data analysys by using Warp”PLS, it indicates that the direct effect test between service quality, brand image to customer satisfaction in this research model shows a positive and significant results.”The“result of direct effect test between service”quality,“brand image, customer”satisfaction“to customer loyalty in this research model shows”a positive“and significant”results.“The result of indirect effect test”between“service quality and brand image to customer loyalty through customer satisfaction also shows a positive and significant”results. The“influence of customer satisfaction as”the mediating variable in this research model is parsial”mediation.  Keywords: Service Quality; Brand Image; Customer Satisfaction and Customer Loyalty”  “Abstrak: PT. Pos Indonesia sebagai perusahaan jasa pengiriman BUMN pada tahun 2018-2019 menduduki posisi Top Brand ke-4 setelah kemunculan berbagai perusahaan jasa pengiriman swasta. Dengan beragamnya pilihan“perusahaan jasa pengiriman yang ada di Indonesia”memberikan peluang kepada pelanggan untuk mengevaluasi dan memilih jasa pengiriman mana yang akan digunakannya yang pada akhirnya memicu loyalitas pelanggan. Tujuan“dari penelitian ini adalah untuk”mengetahui“pengaruh langsung dan tidak langsung antara Kualitas Pelayanan, Citra”Merek,“Kepuasan Pelanggan, dan Loyalitas Pelanggan”pada“pengguna jasa pengiriman Surat Kilat Khusus”PT. Pos Indonesia di Kota”Semarang. Tipe penelitian ini adalah explanatory research,”dengan sampel“sebanyak 100 responden”pengguna“Surat Kilat Khusus PT. Pos Indonesia di Kota Semarang. Penelitian menggunakan teknik analisis Partial Least Square, pengujian mediasi menggunakan Variance Accounted For (VAF)”dan“indikator Fit Model (Model of Indices), yang diestimasi dengan program”WarpPLS 6.0.  Berdasarkan“hasil analisis olah data dengan WarpPLS”menjelaskan“bahwa hasil uji pengaruh langsung antara kualitas pelayanan,”citra“merek terhadap kepuasan pelanggan”pada“model penelitian ini menunjukkan hasil pengaruh positif”dan signifikan. Hasil“uji pengaruh langsung antara kualitas pelayanan,”citra“merek, kepuasan pelanggan terhadap loyalitas pelanggan”pada“model penelitian ini menunjukkan hasil pengaruh positif”dan signifikan. Hasil“uji pengaruh tidak langsung antara kualitas pelayanan dan”citra“merek terhadap loyalitas pelanggan melalui kepuasan pelanggan juga menunjukkan hasil positif”dan signifikan. Pengaruh“kepuasan pelanggan sebagai variabel pemediasi”dalam“model penelitian ini”adalah partial mediation.Kata Kunci: Kualitas Pelayanan; Citra”Merek; Kepuasan Pelanggan dan Loyalitas Pelanggan
Pengaruh Kualitas Pelayanan dan Inovasi Produk pada Boy's Cake and Bakery Mojolaban, Sukoharjo Arifah, Mutia Nur; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: In this study, specifically discussing the sales of Boy's Cake and Bakery in 2016 - 2019, sales were quite volatile, because in the last year, 2019, there was a significant decrease. This study is to determine Service Quality (X1) and Product Innovation (X2) on Purchasing Decisions (Y) at Boy's Cake and Bakery. Researchers used explanatory research type and purposive sampling and accidental sampling techniques. The results showed that the service quality variable (X1) had a positive effect on the purchase decision for Boy's Cake and Bakery (Y), the product innovation variable (X2) had a positive effect on the purchase decision at Boy's Cake and Bakery (Y) and the service quality variable and product innovation were together have a positive and important effect on purchasing decisions for Boy's Cake and Bakery. The suggestions given to Boy's Cake and Bakery, the variable service quality from Boy's Cake and Bakery is good, but Boy's Cake and Bakery needs to maintain and improve the quality of service provided, especially in terms of convenience store room, delivery service made easier with minimal restrictions on delivery , has a unique characteristic of product taste, pays more attention to product availability, accelerates service for consumers, is more familiar with product specifications, pays more attention to returning to operating hours, simplifies communication between consumers and employees.Keywords: Service Quality; Product Innovation; Purchase Decision Abstrak: Dalam penelitian ini secara khusus membahas mengenai penjualan Boy’s Cake and Bakery tahun 2016 – 2019 mengalami penjualan yang cukup fluktuatif, karena di tahun terakhir yaitu tahun 2019 terlihat penurunan yang cukup signifikan. Penelitian ini untuk mengetahui Kualitas Pelayanan (X1) dan Inovasi Produk (X2) terhadapa Keputusan Pembelian (Y) di Boy’s Cake and Bakery. Peneliti menggunakan tipe penelitian explanatory research dan Teknik Purposive Sampling dan Accidental Sampling. Hasil penelitian menunjukkan bahwa Variabel kualitas pelayanan (X1) berpengaruh positif terhadap keputusan pembelian Boy's Cake and Bakery (Y), Variabel inovasi produk (X2) berpengaruh positif terhadap keputusan pembelian di Boy's Cake and Bakery (Y) dan Variabel kualitas pelayanan dan inovasi produk secara bersama-sama berpengaruh positif dan penting terhadap keputusan pembelian Boy's Cake and Bakery. Saran yang diberikan kepada Boy's Cake and Bakery variabel kualitas pelayanan dari Boy’s Cake and Bakery sudah baik, namun Boy’s Cake and Bakery perlu mempertahankan dan meningkatkan lagi kualitas pelayanan yang diberikan, terutama dalam hal kenyamanan ruangan toko layanan pesan antar yang dipermudah dengan pembatasan minimal pengantaran, memiliki ciri khas cita rasa produk yang unik, lebih memeperhatikan kesediaan produk, memepercepat layanan untuk konsumen, lebih mngenal lagi spesifikasi produk,  lebih memperhatikan kembali kepada jam operasional, memepermudah lagi komunikasi antara konsumen dan karyawan. Kata Kunci: Kualitas Pelayanan; Inovasi Produk; Keputusan Pembelian
Co-Authors Agung Budiatmo Agus Hermani Ajeng Utami Ikasari Apriatni Endang Prihartini Apriatni Endang Prihatini Arief Yudhanto Arifah, Mutia Nur Aristyo Adisaputro Arum Jati, Theo Dora Sinta Audi Surya Krissabda Bastian Dwi Cahyo Boedi Hendrarto Bulan Prabawani Burhan Nugroho D Diarto Della Sebrica Dita Laila Ashiva, Dita Laila Edi Wijaya Kusuma Ema Ratna Dewi Endah Wahyu Yuliani Handoyo Djoko Waluyo Hari Susanta Nugraha Hari Susanto Nugroho Ismi Nabila Jamaluddin Nurma Malau, Jamaluddin Nurma Kartika Ayu Wulandari Larasati, Fitria Latanba Via Tavisar, Latanba Via Mayranni Rizky Puspitasari Nawazirul Lubis Ngatno Ngatno Nimas Lailia Novianti Novianti Oki Prasetyo Aji Okky Kurniawati Eka Pusaka, Semerdanta Puspita, Rahmilla Chairani Ratih Widi Setyowati Reni Shinta Dewi Rhodiyah Rhodiyah Rita Mustika Sihotang, Rita Mustika Saputra, Rizky Hadi Sari Listyorini Saryadi Saryadi Sendhang Nurseto Setyaningriani, Eka Dewi Sudharto P Hadi Sunriati Grace Silitonga Surya Arliawan, Surya Tyas Rooswitasari, Tyas Tyas, Peni Pradityaning Virginia Meryanta Panjaitan, Virginia Meryanta Wahyu Hidayat Widyasmoro, Putri Arista Wisnu Pratama Handoko Yuningsih, Resi