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Sutopo Sutopo
Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro
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ANALISIS PENGARUH KUALITAS PRODUK DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Air Minum Dalam Kemasan Club di Semarang) Widiaswara, Tias; Sutopo, Sutopo
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research is motivated by the decrease in customer satisfaction of Club mineral water that can influence the loyalty of Club mineral water customers. Based on the problem, this research aims to examine the effect of product quality and brand image on customer loyalty through customer satisfaction as the intervening variable.This research was conducted by distributing questionnaires to Club mineral water customers in Semarang with purposive sampling method. The samples used were 100 respondents of Club mineral water customers. The data were processed using software SPSS 23, and the analysis used were multiple linear regression analysis and test of Sobel to test the mediation effect of the independent variable to the dependent variable.The result showed that product quality and brand image have positive and significant effect to customer satisfaction with the result of Y1 = 0,331 X1 + 0,463 X2, and brand image, product quality, and customer satisfaction have positive and significant influence to customer loyalty with the result Y2 = 0,206 X1 + 0.318 X2 + 0.311Y1. The result of the Sobel test shows that there is influence between product quality to customer loyalty through customer satisfaction as the intervening variable. Similarly, the brand image variable has an influence on customer loyalty through customer satisfaction. This is because of the value of t arithmetic higher than t table.
ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS WESBITE, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA TERHADAP LOYALITAS KONSUMEN (Studi pada Konsumen E-commerce B2C Berrybenka di Semarang) Nabilah, Beby Pamungkas; Sutopo, Sutopo
Diponegoro Journal of Management Volume 7, Nomor 2, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research is motivated by the decrease in the number of visitors on Berrybenka site and complaints from customers which indicate dissatisfaction toward Berrybenka that can affect the loyalty of Berrybenka’s customers. Based on the problems, this research aimed to examine the effect of product quality, website quality, and service quality to customer satisfaction and its impact on customer loyalty. This research was conducted at e-commerce B2C Berrybenka site.The sample of this research is 100 respondents who had ever done purchase transaction on e-commerce B2C Berrybenka site at least 2 times and stay in Semarang. This research consisted of 5 variables, 19 indicators, and 5 hypothesis. The analysis instrument used was SPSS 22 with multiple linear regression and sobel test as analysis methods to examine the indirect effect of independent variables to dependent variable through intervening variable.The result of this research showed that product quality has positive and significant effect on  customer  satisfaction,  website  quality  has  positive  and  significant  effect  on  customer satisfaction, and service quality has positive and significant effect on customer satisfaction with result Y1= 0,360X1 + 0,263X2 + 0,348X3. Customer satisfaction has positive and significant effect on customer loyalty with result Y2= 0,896Y1. The result of sobel test showed that product quality, website quality, and service quality have indirect effect on customer loyalty through customer satisfaction
Analisis Pengaruh Nilai Pelanggan, Destination Image, dan Kualitas Pelayanan terhadap Minat Kunjung Ulang Wisatawan dengan Kepuasan Pengunjung sebagai Variabel Intervening (Studi Kasus pada Obyek Wisata Bukit Cinta Rawa Pening Kabupaten Semarang) Mulyana, Andika Pratama; Sutopo, Sutopo
Diponegoro Journal of Management Volume 8, Nomor 2, Tahun 2019
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The purpose of this research is to analyze some factors which affect of TouristStatification and Revisiting Interest as Customer Value, Destination Image,and ServiceQuality. This study uses primer data from tourist visiting The Bukit Cinta RawaPeningtourism object located in Semarang Regenc. The sampling method usedPurposive Sampling. Data analysis used a regression analysis tool was used using theSPSS 23.0 program tool. The results of test found that is a positive and partiallysignificant influence between the value of customers on interest in revisiting; andbetween customer value and visitor satisfaction; and also between visitor satisfactionwith interest in tourist revisits. But there is a positive influence that is not partiallysignificant between destination image and the quality of service to interest in repeatvisits; also between destination image and service quality to visitor satisfaction.
ANALISIS PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Sop Buah “X” kota Semarang) Lullulangi, Irene Rosa; Sutopo, Sutopo
Diponegoro Journal of Management Volume 3, Nomor 4, Tahun 2014
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research aims to analyze the influence of experiential marketing to customers satisfaction of  Sop Buah “X” in Semarang on Tembalang nearby Universitas Diponegoro. This research consists of dependent variable which is customer satisfaction (Y) and five independent variables which are experiential marketing consists of sense (X1), feel (X2), think (X3 ) , act (X4) and relate (X5). The population of the research is the customer of Sop Buah “X” who have purchased more than two times with a sample of 100 respondents. The sampling technique that is used in this research is purposive sampling (judgement sampling), then the data was processed by multiple regression analysisThere were five hypotheses being tested in this study, all of them are acceptable. This condition  indicates  that  all  of  five  variables  have  positive  influence  on  the  application  ofexperiential marketing on customers satisfaction of Sop Buah “X” in Semarang, namely: sense, feel, think, act and relate. The result shows that the research model can be accepted. Adjusted R square showed at moderate level 52,4 %. It mean 47,6 % was explained by other factor which were not examined in this search.
ANALISIS PENGARUH KUALITAS PRODUK, KESADARAN MEREK, DAN HARGA TERHADAP KEPUTUSAN PEMBELIAN MOBIL HONDA MOBILIO DI KOTA SEMARANG Erdiana, Nila; Sutopo, Sutopo
Diponegoro Journal of Management Volume 4, Nomor 2, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study was motivated by competition and business threats that occur in the automotiveindustry in particular on products Honda Mobilio. The decline in the value of the index in Table Honda car sales indicate there is a problem in product purchasing decisions Honda Mobilio. This study aims to analyze and examine the elements that comprise the purchase decision of the product quality, brand awareness, and the price of the product purchase decisions Honda Mobilio.Research data retrieval is done through questionnaires to 100 respondents Honda Mobilio car users in the city of Semarang is obtained using the technique accidental sampling and purposive sampling. Then the analysis of data obtained both qualitatively and quantitatively. Qualitative analysis is the interpretation of the data obtained in the field and analysis of open answers given by the respondents, whereas quantitative analysis include: validity, reliability, classic assumption test, multiple linear regression, hypothesis testing via t test and F test, and coefficient of determination(R2).Data - data that has met the validity, reliability, and classical assumption, processed with SPSS (Statistical Package for Social Science) for Windows 15, resulting in a regression equation as follows:          Y = 0,240 X1 + 0,589 X2 + 0,376 X3Where hypothesis testing using t test showed that the three independent variables, namely  the  quality  of  the  product  (X1), brand  awareness  (X2),  and  the  price  (X3) significant positive effect on the purchase decision (Y).
ANALISIS PENGARUH E-SERVICE QUALITY, KUALITAS INFORMASI DAN PERSEPSI KEMUDAHAN TERHADAP E-LOYALTY DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Lazada Indonesia) Riza, Saiful; Sutopo, Sutopo
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research aim to examine and analyze effect of e-service quality, information quality and ease of use to e-loyalty with e-satisfaction as Intervening variables (Studies on B2C e-commerce Lazada Indonesia customer). This research did through the distribution of questionnaires to 115 Lazada Indonesia customer in Semarang with random sampling method. This research used software SPSS Statistic 22. The technique of data testing in this research includes validity test, reliability test, the classical assumption test, path analysis that is development of multiple linear regression and sobel test to examine mediation effect from independent variabel to dependent variabel.The result of this research indicates that: e-service quality has positive effect and significant to e-satisfaction, information quality has positive effect and significant to e-satisfaction, ease of use has positive effect and significant to e-satisfaction, e-service quality has positive effect and significant to e-loyalty, information  quality has positive effect and significant to e-loyalty, ease of use has positive effect but not significant to e-loyalty, and e-satisfaction has a positive and significant effect on e-loyalty. The sobel test shows that e-satisfaction can mediate the effect of e-service quality, information quality, ease of use to e-loyalty
ANALISIS PENGARUH EKUITAS MEREK TERHADAP KEPUTUSAN PENGGUNAAN INTERNET SERVICE PROVIDER (ISP) SMARTFREN DI SEMARANG (STUDI PADA MAHASISWA EKONOMIKA DAN BISNIS UNIVERSITAS DIPONEGORO) Ardiansyah, Said Muhammad Reza; Sutopo, Sutopo
Diponegoro Journal of Management Volume 2, Nomor 1, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aims to determine the effect of brand equity on buying decisions. The independent variable of this study are Brand Awareness, Brand Association, Perceived Quality, and Brand Loyalty. This study uses  consumers buying decision as the dependent variable.This research was motivated by the phenomenon of inter-brand competition that enliven the market, especially for products internet service provider (ISP). Population of this research is students of the Economic and Bussines Faculty UNDIP who use internet service provider (ISP) Smartfren brand. This study uses purposive sampling method. The number of sample is 100 respondent. Data analisys model used was multiple linier regresion analisys. The test  used in this study include,validity test, reliability test, and classic assumption test.  Hypothesis test uses, t test, F test, and the coefficient of determination (R2).The elements of brand equity in this research are brand awareness, brand associations, perceived quality, and brand loyalty. Brand awareness is the independent variable that has the most impact on consumer buying decisions with the coefficient of 0.323. This indicates that product Smartfren known, so with a high level of brand awareness costumers has a godd will on buying decisions he had made. The higher level of consumer awareness of product data service provider brand Smartfren the more powerful influence consumers to make buying decisions on products data service providers such Smartfren brand.
ANALISIS PENGARUH PERSEPSI HARGA, PROMOSI, DESAIN PRODUK, DAN KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN SEPEDA MOTOR MATIC (Studi Pada Yamaha Mataram Sakti Semarang) Pahlevi, Anzaruddin Septian; Sutopo, Sutopo
Diponegoro Journal of Management Volume 6, Nomor 1, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The background of the research is the increasing number of matic motorcycle in Indonesia with the own unique features and characteristic. This phenomeon is related to incresing  demand  of  practical  vehicle  that  can  cater’s  needs  of  high  mobility.  This research aims to analyze price perception (X1), promotion (X2), product design (X3), and product qualit (X4) upon purchasing decision (Y) of matic motorcycle in Yamaha Mataram Sakti Semarang.Population used in this research is consumer bought used mtorcycle in Yamaha Mataram  Sakti  Motor  Semarang.  Total  sample  used  is 100  respondents.  Sampling tehcnique used on this research is purposive sampling. Data used is gathered questionaire, analysis used in this research is multiple regression.The result is, Y = 0,202X1  + 0,212X2  + 0,245X3 + 0,368X4. Independent variable which  is  very  influential  concerning  to dependent  variable is  quality  product  (0,368) followed by product design variable (0,245), promotion (0,212),   and the last is price perception   variable (0,202). The result prove that all of independent variables (price perception, promotion, product design, product quality) have positive influence toward dependent variables that is purchasing decision.
ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA JAMAAH UMROH TAHUN 2010-2012 (STUDI KASUS PADA PT FATIMAH ZAHRA SEMARANG) Nityasari, Aulia Hayu; Sutopo, Sutopo
Diponegoro Journal of Management Volume 2, Nomor 2, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Quality of services is consumer response to consumed services. Good or poor quality of service depends on the ability of the companies to meet customer expectations consistently. If it applied correctly, quality of service will create customer satisfaction toward to the services.The goals of this research to know an influence of the five dimensions of service quality that are reliability, responsiveness, assurance, emphaty, and tangibles to customer satisfaction in using service. This research gets primary data using questionnaires from PT Fatimah Zahra Semarang during 2010-2012.The Results of multiple regression analysis is Y = 0.243X1 + 0.367X2 + 0.157X3 +  0.221X4 +  0.182X5 .  The  most  influential  variable  of  independent  variables  is responsiveness with (β = 0.367). The next sequence are reliability (β = 0.243); emphaty (β = 0,221); tangibles (β = 0.182), and the last is assurance (β = 0,157). T test result proved that all independent variable (reliability, responsiveness, assurance, emphaty, and tangibles) have a positive influence on the dependent variable, customer satisfaction. The determinant coefficient adjusted R2  is 0,731, means   73,1% of customer satisfaction is affected by the variable reliability, responsiveness, assurance, emphaty, and tangibles. The balance of 26,9% is affected by other variable
ANALISIS PENGARUH CUSTOMER PERCEIVED VALUE, TRUST, DAN SWITCHING COST TERHADAP LOYALITAS PELANGGAN (Studi Kasus Pada Waroeng Spesial Sambal Cabang Tembalang Semarang) Prabandan, Rahmawati; Sutopo, Sutopo
Diponegoro Journal of Management Volume 5, Nomor 3, Tahun 2016
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The purpose of this study is to analize the effect of customer perceived value, trust, and switching cost to the loyalty of customer waroeng SS Tembalang Semarang. The population used in this study is all the people who eat  and buy waroeng ss product. The sampling method used in this study was accidental sampling method that is done giving quetionnaires to be filled by waroeng ss customer. This study using multiple regression as statistic tools to test the hypothesis. From the analysis performed in this study, customer perceived value and switching cost has positive significant effect on customer loyalty.
Co-Authors A Setiaji, A A., Andini, N. ABDUL HAMID Abdul Hamid Abdullah, Rizqi Ach. Syah Khoirun Na’im Ade Duana Pratiwi Adeng Pustikaningsih Adha, Ahmad Ridlotul Adie Pamungkas Adisna, Qowiyyun Dyaheksita Pradani Putri Adrianto, Adrianto Affandi, Azhar Kholiq Afrian, Reza Agustine, Ananda Dwi Ahmad Burhan Hakim Ahmad Taufiq Ahmad, Hasan Moftah Ahmed Ahmad, Zahid Ahmed, Bilal Akhmad Aminuddin Bama, Akhmad Aminuddin Akhmad Jufriadi Al-Baarri, Ahmad Ni'matullah Anang Martoyo Angin, Siprianus L Ani Mardiastuti Anik Nurhanifah, Anik ANWAR, MUHFIK ARI SUPARWANTO Arif Hidayat Arif Hidayat Hidayat, Arif Hidayat Arini, Wahyuningyan Aris Nasuha Asep Yudha Wirajaya Asim Asim, Asim Asmarani , Dewi Assegaf Gavlek Atik Rahmawati Augustia, Sekarani Yuteva Aulia Hayu Nityasari, Aulia Hayu Awaludin Awaludin, Awaludin Azhar Muntaha Badranaya, Muhammad Imawan Bhakti Etza Setiani Bisri Mustofa Budi Usodo Christina Kartika Sari Chusniyah, Dina Asmaul Cornelis, Vieta Imelda Daeng, Firza Farahdiba Daud Samsudewa Dela Ayu Lestari, Dela Ayu Desella Inna Rahmatina, Desella Inna Desyana, Nidya Dhewa, Oktaf Gani Dian Gamma Pramudewa, Dian Gamma Diding Fachrudin Dinarti, Nindia Diniati, Bintis Ti’anatud Diva, Alfatheya Margwita Diva, Muhammad Dwi Hartanti Dyah Ratri Aryuna Dyah Retno Dewanti E Kurnianto E. T. Setiatin, E. T. Edi Kurnianto Edy Kurnianto Edy Kurnianto Edy, Judeanto Efiyati, Efiyati Endang Purwaningsih Enny Tantini Setiatin Eny Tantini Setiatin Erianto Erianto Erni Erni Erry Koriyanti Fahrun Dama Fajar Nugraha Falerina Rahmatunnisa Chaniago Farida Indriani Farida Nurhasanah FATHULOH, RIDWAN Fauzan Sulman Fauzi Hidayat, Muhammad Fauziah, Natasya Nurul Febrian Adiputra, Febrian Ferdian Assiddiq, Ferdian Fitri, Devin Anggraeni Frinsyah Virgo Galih Dewa Brata Habib, Muhammad Alhada Fuadilah Hadi Hadi Hadi Hadi hadi surachman Halim Oky Zulkarnaen Hana Diana Maria Hanif, Luqman Hapsari, Ratna Kusuma Hapsari, Ria Mawar Hardyani, Ringga Fatma Hari Prayogo Hari Wisodo, Hari Hariroh, Luluk Harjanto, Chrisna Tri Harjuna, Rinda Harry Soesanto Hartoyo Hartoyo Hasanah, Rizqiatul Hena Dian Ayu Hendhita Reski Wahyutea, Hendhita Reski Hendriyanto, Agus Henny Ekana Chrisnawati Herlina Darwati Herwinarso . Hilmasari, Lutfi Fatma I Made Sukresna Ibnu Widiyanto Ika Pratama Kusumawati Indah Lestari, Indah Indiyanti, Indiyanti Indra Hidayatulloh Iqbal Bilgrami Biruni Ira Kurniawati Irene Rosa Lullulangi, Irene Rosa Irsandi, Ricky Rizki Jane Koswojo Janeko, Janeko Jeffry Nugraha Joni Devitra, Joni Juniati Juniati Kamalludin, Mamat Hamidi Kamila, Firda Tasya Karawahenni, Yolanda Dwi Vivian Kartiwa, Cece Enjang Khairul Saleh Komarudin Komarudin Latifa, Alfa Putri Latifah, Riska Nurul Lia Yuliati, Lia Lubaba, Hanny Lucy Nurika Varasofiari Lumbantoruan, Julia Ester Lusia Oktaviani, Lusia M. Sumarsono Manaf, Zuerdiana Binti Mardiyansyah, Wijaya Maria, Hana Diana Martoyo, Anang Maslakhah, Ida Moh Sa’diyin Mohamad Ridwan Muadzimah, Zumrotul Mubarok, Faizal Mubarok, Moch Yazid Muchamad Rinaldi Mudinillah, Adam Muhammad Andie Hakim, Muhammad Andie Muhammad Haris Muhammad Irfan Muhyidin Muhyidin Mulyana, Andika Pratama Munawaroh, Vina Shofwatul Munir, Ulfa Saikhul Muniri Muniri, Muniri Musrikah, Musrikah Mustika, Maya Mustofa, Fatmawati N. Fatmarischa Nabilah, Beby Pamungkas Nabilah, Zata Nandang Mufti Nasikh Nelva Lestari Silaban Netty Kurniawati, Netty Netty Kurniawaty Nikita Nila Erdiana, Nila Novinoa, Galuh Novita, Elvira Novtriana, Deasti Nugraha, Jeffry Nuha, Ahmad Lu’lu’ Dhiyaun Nukhba, Rania Nur Khakim, M. Yusup Nurida, Nurida Nuril Munfaridah, Nuril Nurkhalifah, Fatimah NURUL AZIZAH Nyoto Santoso Oceani, Oceani Oktavia, Linda Pahlevi, Anzaruddin Septian Pamungkas, Adie paraswati, yunita andri Philco, Syaddad Verahry Pinilih, Anggoro Canggih Pragunadi, Nindita Gabriele Prawitasari Prihatno Kusdiyarto Purbo Suwasono Puspita, Wanda Indriana Putri, Rizqy Nur Ayu Qomari, Nurul Qondas, Jiddan Gamal Rafsanjani, Ardhy Rahim, Handy Faishal Rahmawati Prabandan, Rahmawati Rahmawati, Putri Melinda Ratika Sekar Ajeng Ananingtyas Regina Cahya Tifanni Riadi, Dicky Bachtiar Rifqi, Abu Risnawati, Ria Riski Rita Purwaningsih Riza, Saiful Rizki Sappitu Hidayat, Rizki Sappitu Rizkiyanti, Eva Rizkyanti, Elta Rohmawati, Widya Rohmiati, Dyah Palupi Romansyah, Teddy Amin Rosidah, Nanda Nur Indah Kamilatur Rosiyati, Diana S. Johari Sabar Narimo Safrina, Sri Sahal Fawaiz Said Muhammad Reza Ardiansyah, Said Muhammad Reza Saputri, Virda Hersy Lutviana Sasongko, Beni Tri Sentot Kusairi Septiawati, Farida Setiaji, Asep Setyowiseso, Bagas Sisca Fajriani Siti Helmyati Siti Hidayah Siti Khoiriyah Siti Sailah, Siti Siti Zulaikah Soekorini, Noenik Sudarmanto Sudarmanto, Sudarmanto sudianto Sudianto, Sudianto Suhroni Suhroni, Suhroni Sujarwo, Joko Sulur Sunaryono Sunaryono, Sunaryono Supardi Supardi Supriana, Edi Surgawi, Ilham Surgawi Suryanto, L. Suryanto Suryanto, L. Suryanto Susilo Toto Raharjo Sutiyono Sutiyono sutiyono sutiyono Sutono Sutono Syamsiar, Syamsiar Syihab, Zuher Tali Tulab, Tali Taufan Marhaendrajana, Taufan Tengku Riza Zarzani N Tohir Solehudin Tommy Sulthon Darmawan, Tommy Tri Adi Prasetya Tri Hadi Karyono Tsania Nur Diyana Ulya, Richa Railil Ummu Sholihah Umy Zahroh, Umy Upik Tria Wahyu Eko Saputro, Wahyu Eko Wartono Wartono Wati, Diah Ayu Widya Wibowo, Wira Hadi Widiaswara, Tias Yasirul Amin Yaumi, Mimi Rohazal Yemi Kuswardi, Yemi Yeni A Mulyani Yogi Sugito Yon Soepri Ondho Yousaf, Muhammad Rizwan Yuliati Wahyu Setyorini Yumna, Janika Salma Zaka, Amar Rizki