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THE EFFECT OF SERVICE QUALITY ON CUSTOMERS’ SATISFACTION: With Ethnicity as Dummy a Variable (A Study on PT. Bank Rakyat Indonesia (Persero) Tbk. Pasuruan Branch) Ramadhanif Condro Wibowo; Sunar yo
Jurnal Ilmiah Mahasiswa FEB Vol 2, No 2: Semester Genap 2013/2014
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (255.414 KB)

Abstract

This research aims at examining the effect of Service Quality and the existing Ethnicity on the Customer Satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Pasuruan Branch. The relationships are observed by conducting the F test and t test with ethnicity as Dummy Variable. The nature of this research itself is as an explanatory research since it is aimed to explain the correlation of some fixed variables. The samples of this research are customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Pasuruan Branch. Sampling technique used is the Quota Sampling. Furthermore, the data obtained through distributed questionnaires are examined by using Validity Test, Reliability Test, and Classical Assumption Tests. The completion of several tests above lead to the data analysis which utilizes Multiple Regression Analysis. Multiple Regression Analysis results show that there is simultaneous effect of Service Quality and Ethnicity on Customer Satisfaction. Partial test proves only Responsiveness, Assurance, Empathy, Tangibles, and Ethnicity have significant effect on Customer Satisfaction while the Reliability does not. In addition, the findings reveal that each ethnic of Javanese, Madurese, and Chinese possess different level of satisfaction. The last test of Dominant Test proves that Empathy has the most influential effect on Customer Satisfaction. Keywords: customer satisfaction, service quality, ethnicity.
ANALISIS PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PENGUNJUNG PADA WISATA BAHARI LAMONGAN Candra Setiawan; Sunar yo
Jurnal Ilmiah Mahasiswa FEB Vol 2, No 1: Semester Ganjil 2013/2014
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (390.133 KB)

Abstract

Indonesia is an archipelago scattered extends from the western end of Sabang until Merauke East end so very profitable tourism industry. The current tourism industry has become the object of hope big enough  foreign exchange earner for the country. To enhance the tourism industry in Indonesia, the Government is trying to improve and develop all aspects that can arouse desire domestic and foreign tourist places to visit in Indonesia. This research was meant to  find out the influence of the dimensions of the quality of being composed of tangible, empathy, responsiveness, reliability and assurance against customer satisfaction both simultaneously or partial and to know and analyzing the independent variable which  is influential most dominant to customer satisfaction. The study is done use the device linear regression analysis worship of idols with a sample of visitors on a visit to tourism lamongan and has a visit as many as one times as many as 150 respondents. This type of research is explanatory research conducted with survey methods. Using a purposive sampling technique of sampling. Data sources used are primary data are secondary data and questionnaire results which the company archives and literature.  Multiple linear regression analysis of the results of this research are tangible variables, empathy, responsiveness, reliability and assurance influential simultaneously towards customer satisfaction. In addition, tangible variable empathy, responsiveness, reliability and assurance are also influential in partial towards customer satisfaction. In this study can be known also that tangible variables significantly influential dominant towards customer satisfaction.Keyword :  tangible, empathy, responsiveness, reliability, assurance and customer satisfaction
ANALISIS PENGARUH EXPERIENTIAL MARKETING TERHADAP CLIENT LOYALTY DAN SPIRITUAL ADVOCATE (STUDI KASUS PADA MONOPOLI CAFÉ AND RESTO KOTA MALANG) Aris Bagus Wiyono; Sunar yo
Jurnal Ilmiah Mahasiswa FEB Vol 2, No 2: Semester Genap 2013/2014
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (505.244 KB)

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh  Experiential Marketing  terhadap Client Loyalty  dan  Spiritual Advocate  pada Monopoli Cafe and Resto Kota Malang. Pada penelitian ini digunakan metode  purposive sampling.  Sampel sebanyak 112 responden.  Untuk mengetahui seberapa besar pengaruh langsung dan tidak langsung antara variabel dependen terhadap variabel independennya melalui variabel  intervening digunakan analisis jalur. Uji instrument penelitian yang digunakan adalah uji validitas dan uji reliabilitas. Uji asumsi klasik yang digunakan adalah uji normalitas. Sedangkan untuk uji hipotesis digunakan uji T. Dari hasil uji hipotesis diketahui bahwa variabel Experiential Marketing memiliki pengaruh langsung maupun tidak langsung terhadap Client Loyalty dan Spiritual Advocate. Hal ini menunjukkan bahwa kadar Client Loyalty dan Spiritual Advocate pada pelanggan Monopoli Cafe and Resto Kota Malang Akan meningkat seiring makin baiknya penerapan Experiential Marketing. Kata Kunci: Experiential Marketing, Client Loyalty, Spiritual Advocate
EVALUATION OF EFFECTIVENESSES OF ELEMENTS OF PROMOTION STRATEGY ON SALES VOLUME IN DJAGUNG PRIMA CIGARETTE COMPANY MALANG Angga Hutama Putra; Sunar yo
Jurnal Ilmiah Mahasiswa FEB Vol 3, No 1: Semester Ganjil 2014/2015
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (133.985 KB)

Abstract

This study aims to evaluate the effectiveness of sales promotion tools to support sales volume in PR Djagung Prima Malang. Konglomorov-Smirnoff test, Single Sample T-test, Wilconson Sign Rank test and Friedman test conducted to acknowledge the relationships among each promotion tools (Advertising, Personal Selling and Sales Promotion) of PR Djagung Prima. All facets of each elements of promotional strategyalso wereevaluated to understand the most effective promotion strategy among all. This study is explanatory research, in accordance with its purpose to describe the causal relationship among variables through hypothesis testing. The samples and populationof this study were the customers of PR Djagung Prima Malang. In this study,the data collection method by distributing questionaire.The sampling technique used is purposive sampling and the research instruments were tested using the validity test and reliability test. The hypothesis testing used the Single Sample T-test, Wilconson Sign Rank test and Friedman test. Single sample T-test used to analyze advertising and Wilconson Sign Rank test used to analyze personal selling and sales promotion. The single sample T-test shown that all of advertising facets are effective.Wilconson Sign Rank test also shown that all facets of personal selling and sales promotion are effective. The Friedman test shown that there is no significant different between each promotion tools and its shown that nameplate in the store is the most effective promotion tools followed simultaneously by special pricing program, nameplate in the company, salesman approach the agent and shop, salesman did presentation of their product, banner, brocure, given discount price and newspaper ads. Keywords: Promotion tools, Advertising, Personal Selling, Sales Promotion.
ANALISIS PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PENGUNJUNG PADA WISATA BAHARI LAMONGAN Setiawan, Candra; yo, Sunar
Jurnal Ilmiah Mahasiswa FEB Vol. 2 No. 1
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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

Abstract

Indonesia is an archipelago scattered extends from the western end of Sabang until Merauke East end so very profitable tourism industry. The current tourism industry has become the object of hope big enough  foreign exchange earner for the country. To enhance the tourism industry in Indonesia, the Government is trying to improve and develop all aspects that can arouse desire domestic and foreign tourist places to visit in Indonesia. This research was meant to  find out the influence of the dimensions of the quality of being composed of tangible, empathy, responsiveness, reliability and assurance against customer satisfaction both simultaneously or partial and to know and analyzing the independent variable which  is influential most dominant to customer satisfaction. The study is done use the device linear regression analysis worship of idols with a sample of visitors on a visit to tourism lamongan and has a visit as many as one times as many as 150 respondents. This type of research is explanatory research conducted with survey methods. Using a purposive sampling technique of sampling. Data sources used are primary data are secondary data and questionnaire results which the company archives and literature.  Multiple linear regression analysis of the results of this research are tangible variables, empathy, responsiveness, reliability and assurance influential simultaneously towards customer satisfaction. In addition, tangible variable empathy, responsiveness, reliability and assurance are also influential in partial towards customer satisfaction. In this study can be known also that tangible variables significantly influential dominant towards customer satisfaction.Keyword :  tangible, empathy, responsiveness, reliability, assurance and customer satisfaction
THE EFFECT OF SERVICE QUALITY ON CUSTOMERS’ SATISFACTION: With Ethnicity as Dummy a Variable (A Study on PT. Bank Rakyat Indonesia (Persero) Tbk. Pasuruan Branch) Wibowo, Ramadhanif Condro; yo, Sunar
Jurnal Ilmiah Mahasiswa FEB Vol. 2 No. 2
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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

Abstract

This research aims at examining the effect of Service Quality and the existing Ethnicity on the Customer Satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Pasuruan Branch. The relationships are observed by conducting the F test and t test with ethnicity as Dummy Variable. The nature of this research itself is as an explanatory research since it is aimed to explain the correlation of some fixed variables. The samples of this research are customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Pasuruan Branch. Sampling technique used is the Quota Sampling. Furthermore, the data obtained through distributed questionnaires are examined by using Validity Test, Reliability Test, and Classical Assumption Tests. The completion of several tests above lead to the data analysis which utilizes Multiple Regression Analysis. Multiple Regression Analysis results show that there is simultaneous effect of Service Quality and Ethnicity on Customer Satisfaction. Partial test proves only Responsiveness, Assurance, Empathy, Tangibles, and Ethnicity have significant effect on Customer Satisfaction while the Reliability does not. In addition, the findings reveal that each ethnic of Javanese, Madurese, and Chinese possess different level of satisfaction. The last test of Dominant Test proves that Empathy has the most influential effect on Customer Satisfaction. Keywords: customer satisfaction, service quality, ethnicity.
ANALISIS PENGARUH EXPERIENTIAL MARKETING TERHADAP CLIENT LOYALTY DAN SPIRITUAL ADVOCATE (STUDI KASUS PADA MONOPOLI CAFÉ AND RESTO KOTA MALANG) Wiyono, Aris Bagus; yo, Sunar
Jurnal Ilmiah Mahasiswa FEB Vol. 2 No. 2
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh  Experiential Marketing  terhadap Client Loyalty  dan  Spiritual Advocate  pada Monopoli Cafe and Resto Kota Malang. Pada penelitian ini digunakan metode  purposive sampling.  Sampel sebanyak 112 responden.  Untuk mengetahui seberapa besar pengaruh langsung dan tidak langsung antara variabel dependen terhadap variabel independennya melalui variabel  intervening digunakan analisis jalur. Uji instrument penelitian yang digunakan adalah uji validitas dan uji reliabilitas. Uji asumsi klasik yang digunakan adalah uji normalitas. Sedangkan untuk uji hipotesis digunakan uji T. Dari hasil uji hipotesis diketahui bahwa variabel Experiential Marketing memiliki pengaruh langsung maupun tidak langsung terhadap Client Loyalty dan Spiritual Advocate. Hal ini menunjukkan bahwa kadar Client Loyalty dan Spiritual Advocate pada pelanggan Monopoli Cafe and Resto Kota Malang Akan meningkat seiring makin baiknya penerapan Experiential Marketing. Kata Kunci: Experiential Marketing, Client Loyalty, Spiritual Advocate
EVALUATION OF EFFECTIVENESSES OF ELEMENTS OF PROMOTION STRATEGY ON SALES VOLUME IN DJAGUNG PRIMA CIGARETTE COMPANY MALANG Putra, Angga Hutama; yo, Sunar
Jurnal Ilmiah Mahasiswa FEB Vol. 3 No. 1
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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

Abstract

This study aims to evaluate the effectiveness of sales promotion tools to support sales volume in PR Djagung Prima Malang. Konglomorov-Smirnoff test, Single Sample T-test, Wilconson Sign Rank test and Friedman test conducted to acknowledge the relationships among each promotion tools (Advertising, Personal Selling and Sales Promotion) of PR Djagung Prima. All facets of each elements of promotional strategyalso wereevaluated to understand the most effective promotion strategy among all. This study is explanatory research, in accordance with its purpose to describe the causal relationship among variables through hypothesis testing. The samples and populationof this study were the customers of PR Djagung Prima Malang. In this study,the data collection method by distributing questionaire.The sampling technique used is purposive sampling and the research instruments were tested using the validity test and reliability test. The hypothesis testing used the Single Sample T-test, Wilconson Sign Rank test and Friedman test. Single sample T-test used to analyze advertising and Wilconson Sign Rank test used to analyze personal selling and sales promotion. The single sample T-test shown that all of advertising facets are effective.Wilconson Sign Rank test also shown that all facets of personal selling and sales promotion are effective. The Friedman test shown that there is no significant different between each promotion tools and its shown that nameplate in the store is the most effective promotion tools followed simultaneously by special pricing program, nameplate in the company, salesman approach the agent and shop, salesman did presentation of their product, banner, brocure, given discount price and newspaper ads. Keywords: Promotion tools, Advertising, Personal Selling, Sales Promotion.
Co-Authors Angga Hutama Putra Aris Bagus Wiyono Candra Setiawan Candra Setiawan Ramadhanif Condro Wibowo