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Yuliati Yuliati
Sekolah Tinggi Ilmu Ekonomi Pelita Nusantara Semarang
Economics, Econometrics & Finance

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PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN KOMITMEN TERHADAP KEPUASAN MASYARAKAT (Studi di Kelurahan Pandean Lamper Kecamatan Gayamsari Kota Semarang) Yuliati Yuliati; Susanti Wahyuningsih
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 14, No 2: Desember 2019
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.14.2.324-336

Abstract

The purpose of this study was to analyze the influence of service quality, trust and commitment to community satisfaction. The population in this study were all people who used services in Pandean Lamper Village, Gayamsari District, Semarang City, amounting to 741 people (Data for April-May 2016). While the samples taken were 88 people. Sampling uses stratified proportional sampling. The data analysis tool used in this study is multiple regression analysis. Based on the results of the study: There is a significant positive effect between the quality of service on community satisfaction. There is a significant influence between trust in community satisfaction. There is a significant influence between commitment to community satisfaction. There is a significant influence between service quality, trust and commitment to community satisfaction
MEDIASI CUSTOMER SATISFACTION DAN INTELLECTUAL CAPITALATAS PENGARUH DIGITAL MARKETING TERHADAP KINERJA PERUSAHAAN Yuliati Yuliati
Fokus Ekonomi : Jurnal Ilmiah Ekonomi Vol 15, No 2: Desember 2020
Publisher : STIE Pelita Nusantara Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34152/fe.15.2.288-306

Abstract

The aim of this study is to provide clarity of intellectual capital effects and customer satisfaction as a mediating variable in the relationship between digital marketing for firm performance. The study was conducted on Small Medium Enterprises (SMEs) in Kudus district by taking a sample of 134 SME managers such as owners and operational managers. Through structural equation modeling (SEM) analysis, it is discussed that the mediated hypothesized effect is statistically significant. In other words, intellectual capital and customer satisfaction can bridge the relationship of digital marketing variables to firm performance. This finding helps management in understanding the ability of internal resources to be able to utilize information technology to support the resources they have. Therefore, SMEs must pay attention to factors both internal and external, agreeing to understand the suitability of the firms in determining the most appropriate use of digital marketing.
Co-Authors Susanti Wahyuningsih