Garuda - Garba Rujukan Digital

PENGARUH KUALITAS PELAYANAN, STORE ATMOSPHERE DAN LOKASI TERHADAP KEPUTUSAN PEMBELIAN SEPEDA MOTOR HONDA (STUDI KASUS PADA KONSUMEN DEALER TUNGGUL SAKTI SEJAHTERA SEMARANG) Desi Trihatmi Yaumil Asri; Wahyu Hidayat; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 4, No 3 (2015)
Publisher : Universitas Diponegoro

Over time human needs are increasingly complex, to support human needs so it takes such transportation, an own vehicles. one of the vehicle is Honda motorcycle. Honda motorcycle purchasing in Semarang done by Astra Motor Region of Semarang is supported by some official dealer in Semarang. One of the official dealers is Tunggul Sakti. In the latest five years 2010-2014 Honda motorcycle purchasing in Tunggul Sakti Sejahtera dealer cannot reach the target, only in 2013 and 2014 it can reach the target. There are some factors influencing the purchasing decision in the dealer. They are service quality, store atmosphere, and location. The aim of this research is to figure out if the service quality, store atmosphere, and location influence the purchasing decision of Honda motorcycle in Tunggul Sakti dealer Semarang. The numbers of taken samples are 98, those are taken with purposive sampling technique. The collecting data techniques are questionnaire and interview. The analysis methods used are cross tabulation, correlation experiment, determination, simple linier regression, multiple linier regression, T experiment and F experiment. The result of the research reveals that partially or simultaneously that there is an influence in the service quality, store atmosphere and location towards purchasing decision. The given suggestion for Tunggul Sakti Sejahtera dealer is that they had better improve the service quality of the Tunggul Sakti Sejahtera dealer’s employees by minimizing mistake, adding an AC so that the room will be cooler, and doing any exhibition in central crowd to get closer with consumers.

PENGARUH EMOTIONAL BRANDING, NILAI PELANGGAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN J.CO JAVA MALL SEMARANG Gunung Setiadi; Handoyo Djoko Waluyo; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 4, No 4 (2015)
Publisher : Universitas Diponegoro

Changes in Indonesian lifestyles become modern required to act more quickly and dynamically, making people liked everything instant case, as well as the lifestyle of the people in choosing foods. One of fast-food restaurant in Indonesia is J.CO Donuts & Coffee. J.CO Donuts & Coffee Java Mall Semarang is one thriving restaurant in Semarang, but the sales turnover fluctuated during January to December 2014, accompanied by the rise and fall of the number of visitors.This study aims to determine the effect of emotional branding, customer value and brand image to customer loyalty through customer satisfaction J.CO Donuts & Coffee Java Mall Semarang. Type of research is used explanatory. The population in this study are customers J.CO Donuts & Coffee Java Mall Semarang, by using the theory of Cooper and Emory then taken 100 respondents to be sampled and the sampling technique used a combination of accidental sampling and purposive sampling. Methods of data collection using questionnaires, interviews, and documentation. Measurement scale used a Likert scale. The data analysis used validity test, reliability test, correlation coefficient, analysis of simple and multiple linear regression, determinant coefficient, significance test (t test and F test) and Sobel test with SPSS.The study concludes that emotional branding, customer value and brand image together (simultaneously) or partially affect the dependent variable of customer satisfaction and customer loyalty. Based on the results of Sobel test, the direct effect of emotional branding on customer loyalty greater than the indirect effect, the direct effect of customers value on customer loyalty greater than the indirect effect , nor the direct effect of brand image on customer loyalty greater than the indirect effect.Suggestions in this study that J.CO Donuts & Coffee Java Mall Semarang must add their promotional media, and J.CO should be able to make their website more interactive site to make it more attractive. Furthermore J.CO need to review the price is set to be more economical. And should J.CO start making a new product or a new formula that can deliver more benefits for consumers from consuming the products J.CO. And to increase customer loyalty, could be done by giving promotions or discounts.

PENGARUH KARAKTERISTIK OBJEK WISATA TERHADAP KEPUTUSAN BERKUNJUNG PARA PENGUNJUNG KLENTENG SAM POO KONG DENGAN PROFIL PENGUNJUNG SEBAGAI VARIABEL MODERASI Muhammad Afian Hartono; Nawazirul Lubis; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 5, No 1 (2016)
Publisher : Universitas Diponegoro

The development of tourism is increasing and cause changes in the behavior of visitors in tourist activities. Visitors today is not only traveled because of the desire but traveled out of necessity. This study specifically addresses the visitors at Sam Poo Kong temple.This study aims to determine the effect of the Decision Characteristics Attractions Been visitors Sam Poo Kong temple with Visitor Profile as a moderating variable. Type of explanatory research, data collection techniques are interviews with the tool questionnaire, sampling technique accidental sampling and purposive sampling with a sample size of 100. The data were analyzed through crosstab, the correlation coefficient, determination coefficient, simple linear regression, regression moderation, and t test. The data were analyzed quantitatively using the tool SPSS and qualitative.The results showed that the decision to visit categorization is quite high. Then the characteristics of the attractions categorization is high enough, the characteristics of attraction has a high influence on the decision to visit (46.8 percent) as well as the significant and positive impact on the decision to visit (0.574). The visitor profile is a potential moderating variable by variable regression coefficient of Education Decree Been insignificant and the regression coefficients to the Decision Interact Been insignificant.In conclusion the characteristics of the higher attractions, the higher the decision to visit and visitor profile has the potential to be a moderating variable. Sam Poo Kong temple suggested further improve service, regular attractions, the diversity of attractions, as well as speed of response personnel in responding to problems that occur. Besides Sam Poo Kong temple does not need to consider the profile of visitors in making policy decisions about improving the visit but should focus more on improving the characteristics of attraction.

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA KONSUMEN PT. LONTAR MEDIA DIGITAL PRINTING SEMARANG) Hilman Ardianta Putra; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 6, No 4 (2017)
Publisher : Universitas Diponegoro

PT. Lontar Media Digital Printing Semarang is one of the big service printing company in Semarang precisely in Sampangan area. The rapid development Lontar Media printing it turns out there are problems in sales fluctuant past several years.The purpose of this research is to know the service quality effect on customer loyalty through customer satisfaction as an intervening variable. This research type is explanatory research, with the techniques of data collection through the questionnaire. Sampling techniques using a purposive sampling technique. The sample in this research are 100 respondents which is a PT. Lontar Media Digital Printing Semarang customer. This research using techniques of quantitative analysis. Quantitative analysis using the test validity, reliability test, coefficient of correlation, linear regression analysis, the determination coefficient, and significance test with SPSS 16.0. The influence of mediation evidenced by sobel test and mediation test. The results of the research indicate that there is a positive effect and significant of the service quality variable to customer satisfaction of 0,190. There is a positive effect and significant of the service quality variable to loyalty customer of 0,227 There is a positive effect and significant of the customer satisfaction variable to loyalty customer of 1,028. Based on the results of the sobel test, known that there is a positive effect and significant of the service quality variable on customer loyalty variable through customer satisfaction variable as an intervening variable of 6,353. Based on the results of the mediation test, then the variable customer satisfaction can be said to be a partial mediation variable because all of the correlation is positive and all significant < 0.05. Disadvantages of service are evaluated as giving priority to the problems faced by consumers, individualized services most highlighted by corporate customers. Therefore it is used as an evaluation material for better service. There are still shortcomings and also advantages in this category of satisfaction, for that company needs to improve in terms of which is the weakness of an improved product marketing and service. In the loyalty variable it is seen that consumers are still hesitant to always go to this company. In order for loyal customers the company must set marketing strategy and evaluation about better service so that consumers are satisfied and make loyal again. Researchers are aware that in this study there are still shortcomings such as lack of other variables that usually affect the results of consumer loyalty. For the next research, the authors suggest adding other variables such as price, product quality, brand quality, service quality, and other variables. Subsequent research should also better control the selection of samples, add or trim indicator/item statement in accordance with the needs, for the next research to get more optimal results again.

PENGARUH KUALITAS PELAYANAN DAN HARGA MELALUI KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (STUDI PADA NUGROHO VIATAMA PEST CONTROL SEMARANG) Dany Krispiandhita; Handoyo Djoko Waluyo; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 4, No 4 (2015)
Publisher : Universitas Diponegoro

The competition with other pest control service offering similar service results in the decreasing number of customers at NUGROHO VIATAMA Pest Control Semarang. Within the past three years (2011-2014). This study is aimed at finding out the influence of price and service quality upon customer loyality mediated by customer satisfaction. A 90 customers are chosen using purposive sampling method. Data are obtained by using questionnaire, interview, observation and documentation which are then analyzed using path analysis. The study concludes that price and service quality have bigger direct impact upon customer loyalty than the indirect impact.Total impact of price upon customer loyalty is bigger that total impact of service quality upon loyality. Nugroho Viatama Pest Control, Semarang must continue to improve the quality of service that has been held today. In addition it must constantly strive to reduce the price in order to win the competition with other similar companies.

Pengaruh Kualitas Pelayanan, Tarif dan Fasilitas Terhadap Kepuasan Penumpang Bus BRT Trans Semarang (Studi Kasus: Penumpang Bus BRT Trans Semarang koridor II) Amri Rifqi Azhari; Nawazirul Lubis; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 5, No 1 (2016)
Publisher : Universitas Diponegoro

The population density in the city of Semarang cause a variety of problems, one of which is the bottleneck. BRT Trans Semarang is one government program to tackle the issue. This study aims to determine the effect of quality of service, tariffs and facilities for passenger satisfaction Trans Semarang BRT corridor II. Data collection techniques used were interviews and questionnaires, while the sampling technique used purposive sampling with a sample size of 100. The data was analyzed through the validity, reliability, product moment correlation, coefficient of determination, simple linear regression, multiple linear regression, t test and F. test quantitative data were analyzed using SPSS version 20. The results showed that the quality of service, rates and facilities significant effect on passenger satisfaction BRT corridor II Trans Semarang partially. And quality of service, rates and facilities significant effect on passenger satisfaction Trans Semarang BRT corridor II simultaneously. Trans Semarang service quality BRT Corridor II should be improved. Enhancement can be done by increasing the number of buses, improve the quality of shelter, improving the quality of human resources through training and extending the hours of service that passengers feel comfortable and satisfied when using BRT transportation services Trans Semarang.

PENGARUH KUALITAS PELAYANAN TERHADAP WORD OF MOUTH, MELALUI KEPERCAYAAN DAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA STAR CLEAN CAR WASH SEMARANG Taufiq Dwi Satmoko; Handoyo Djoko Waluyo; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 5, No 1 (2016)
Publisher : Universitas Diponegoro

This modern age, many people are busy with their lives. They are willing to work to night so not had of looking at other things such as vehicles. Community activities that tend to be practical so that it becomes an opportunity for service providers to offer their services car wash to wash the vehicle. One company car wash in Semarang, namely Star Clean car wash is one company that is growing, but the number customer experience fluctuations during the year 2010-2013 along with some of the targets were not achieved targets.This study aims to determine the effect on the quality of their service through word of mouth and customer satisfaction Star confidence Clean car wash Semarang. This type of research is explanatory. The population in this study is the Star Clean car wash customers in Semarang, using the theory Slovin then taken 100 respondents to be sampled and the sampling technique used was purposive sampling. Methods of data collection using questionnaires, interviews and literature method. Measurement scale using a Likert scale. In the data analysis using validity, reliability test, correlation coefficient, analysis of simple and multiple linear regression, the coefficient of determination, significance test (t test and F) and Sobel test with SPSS.The study concluded that the quality of service, reliability and customer satisfaction together (simultaneously) or partially affect the variable word of mouth. Based on the test results Sobel, a direct influence on the quality of service word of mouth is greater than its indirect influence through a trust or through customer satisfaction.Suggestions in this research that Star Clean car wash Semarang should increase speed and always menontrol network of free hotspots and to boost consumer confidence should always control the work performed by the employee. As well as consumer satisfied that leaders should try to improve the ability of employees in ethical.

PENGARUH HARGA DAN KUALITAS PRODUK TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA KONSUMEN CARICA MERK GEMILANG DI WONOSOBO Elsa Amelia Putri; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 6, No 3 (2017)
Publisher : Universitas Diponegoro

This research is conducted by fast development in business world, that giving impact to the strategy of business competition among companies, one of the fastest growing industries is the typical souvenir industry in Wonosobo. Carica Gemilang as one of the industries engaged in the utilization of Carica fruit always provides the best in order to create customer satisfaction. However, Carica Gemilang has fluctuating sales, ups and downs each year especially on bottled carica products.The purpose of the research is to the determine the effect of price and product quality to consumer loyalty through consumer satisfaction at consumers Carica brand Gemilang in Wonosobo. The samples in this research were 100 respondents with accidental sampling technique. Data analysis method that been used is validity test, reliability test, correlation coefficient, coefficient of determination, simple and multiple regression analysis, significance test (T test and F test) using SPSS version 16.0 and Sobel Test with Preacher Tool.This research indicated that price and quality of products have a positive and significant influence to consumer satisfaction variables and consumer loyalty variables. Price variables that affect consumer loyalty through consumer satisfaction occurs full mediation, and product quality variables affecting consumer loyalty through consumer satisfaction occurs partial mediation (partial mediation).Based on the research, we can suggest that Carica Gemilang should providing discounts on purchases of certain amounts, improving product quality both in terms of taste and ability of product to last longer, paying more attention to customer satisfaction after making a purchase, and more innovative than its competitor’s product.

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN TOKO BUKU TOGA MAS SEMARANG Riska Arisandi; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 6, No 3 (2017)
Publisher : Universitas Diponegoro

Business development requires companies to survive in the competition. Companies are more required to provide the optimal quality of services provided to consumers to create satisfaction so that consumers are loyal to the company. In addition, good pricing can also increase customer satisfaction. Toga Mas Book Store which is a retail company is required to be able to apply it. The purpose of this study is to know the effect of service quality and price on customer loyalty through customer satisfaction Bookstore Toga Mas Semarang. This type of research is explanatory research. Sampling technique used in this study is purposive sampling amounted to 100 people. This research uses quantitative analysis technique. Analytical methods used are correlation coefficient test, coefficient of determination, simple linear regression, multiple linear regression, t test, F test and test of sobel with SPSS program version 16. Based on the analysis, service quality and price have influence to customer loyalty through customer satisfaction. Quality of service and price have contribution influence to customer satisfaction variable equal to 29,2% where service quality have contribution 20,2% and price have contribution 28,7%. Quality of service and price have contribution influence to customer loyalty variable equal to 47,6% where service quality have contribution 38,6% and price have contribution 43,9%. Quality of service and price together have significant effect to customer satisfaction and customer loyalty . The conclusion of this study indicates that the quality of service and price partially or simultaneously affect customer satisfaction and customer loyalty bookstore Toga Mas Semarang Smartphone. Based on these results, suggestions for the Toga Mas bookstore must be to improve the quality of service and maintain a pricing strategy.

PENGARUH EXPERIENTIAL MARKETING DAN CONSUMER EXPERIENCE TERHADAP BRAND LOYALTY MELALUI BRAND TRUST SEBAGAI VARIABEL INTERVENING (STUDY PADA INUL VIZTA SEMARANG) Herdini Sarastiti; Naili Farida; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 4, No 3 (2015)
Publisher : Universitas Diponegoro

This research is motivated by the phenomenon of karaoke as a lifestyle trend today. The more places that offer karaoke variety of services and facilities complete with modern technology to pamper consumers accompanied with the package offers a varied and competitive prices. The offer is aimed to attract people like a big city of Semarang. One of the karaoke placed in the city of Semarang is Inul Vizta. Inul Vizta Semarang trying to increase the number of visitors, but from 2011 to 2013 a decline in the number of visitors. The purpose of this study was to determine the influence of experiential marketing and consumer experience on brand loyalty through brand trust on Inul Vizta Semarang. The type of this research is explanatory research, with data collecting technique by questionnaire and interview. The sampling technique of this research use purposive sampling. The sample in this research were 100 respondents who were Inul Vizta Semarang’s consumer. Both quantitative analysis of this research technique using a validity test, reliability test, correlation coefficient, simple and multiple regression analysis, the coefficient of determination, a signification test (t test), path analysis and sobel test. The results of research shows that experiential marketing and consumer experience in partial positive influence on the brand of trust, experiential marketing and consumer experience a partial influence positive brand loyalty, brand trust influential positive brand loyalty, as well as experiential marketing and consumer experience a partial influence positive brand loyalty through the brand trust. Based on the analysis of test track and sobel show that the variable brand trust is variable intervening against the brand loyalty in this research.

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