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Zulkarnain Zulkarnain
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Journal : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

 1 
ANALISIS PENGARUH KUALITAS LAYANAN DAN TARIF PREMI TERHADAP KEPUASAN NASABAH DAN SWITCHING INTENTION PADA PT.PRUDENTIAL LIFE ASSURANCE KOTA PEKANBARU Febrina Harianja; Zulkarnain Zulkarnain; Henni Noviasari
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 4, No 2 (2017): Wisuda Oktober 2017
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

This research is conducted to analyze the influence of service quality and tariffs of premiums to customer satisfaction and switching intention on PT.Prudential Life Assurance Pekanbaru city.There are four latent variables in this research such as Service Quality (X1), Tariffs of Premiums (X2), Customer Satisfaction (Y1) Switching Intention (Y2). The population of this study are all customer who is still an active customer at PT. Prudential Life Assurance Pekanbaru until 2015 with a sample of 100 respondents were selected by using purposive sampling method with criteria is an active customer in Prudential Insurance, a customer who pays his / her insurance premium for a monthly or quarterly period and has been enrolled as an active customer for at least 1 year. Data are taken by giving respondents structural questionaires. Meanwhile, Path Analysis method are chosen for data analysis by SPSS version21.The result of this research shows that 1)Service Quality has a positive and significant effecttoward Customer Satisfaction,2)Tariffs of Premium has positive and significant effect toward Customer Satisfaction,3) Service Quality has negative and significant effect toward Switching Intention through Customer Satisfaction as Intervening , 4) Tariffs of Premium has negative and significant effect toward Switching Intention through Customer Satisfaction as Intervening, and 5) Customer Satisfaction has negative and significant effect toward Switching IntentonKeywords: Service Quality, Tariifs of premiums, Customer Satisfaction,and Switchimg Intention
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA PEMEGANNG KARTU MEMBER PASAR BUAH PEKANBARU Agustina Anisa Nur; Zulkarnain Zulkarnain; Nursanti Aida
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 7, No 2 (2020): (Juli - Desember 2020)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

fter deciding to become a member of a company, of course each customer will also have big expectations of the benefits or added value that will be received from the member card implementing company. One of the expectations is the existing services and facilities, with the existence of good services and facilities, the customer is less likely to switch to similar businesses or other competitors. The purpose of this study was to see the effect of service quality on customer satisfaction and loyalty to the Pekanbaru fruit market member card holder. This study uses a quantitative approach. The sample in this study amounted to 100 respondents aimed at the holder of the Pekanbaru fruit market members in Pekanbaru City, using a sampling technique. The research instrument used a questionnaire and analyzed using Path Analysis with the help of the SPSS version 23 program. The results of this study indicate that: 1) Service quality affects customer satisfaction at Pasar Buah Pekanbaru member card holder, 2) Service quality affects Customer Loyalty to Pasar Buah Pekanbaru member card holder, 3) Customer satisfaction affects Customer Loyalty of Pasar Buah Pekanbaru member card holders, 4) Service Quality affects Customer Satisfaction mediated by Customer Loyalty to the Pasar Buah Pekanbaru member card holder.Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, Member Card Holders
PENGARUH BAURAN PEMASARAN JASA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN HOTEL SWISS BELINN SKA DI KOTA PEKANBARU Heru Soendoro; Zulkarnain Zulkarnain; Deny Danar Rahayu
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 2, No 2 (2015): Wisuda Oktober 2015
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

This research aims to analyze the effect of the marketing mix of services to the satisfaction and loyalty of consumers in Swiss Belinn SKA Hotel Pekanbaru. The instrument used for data collection are questionnaires. The population of this research is the entire Hotel Swiss customers Belinn SKA Pekanbaru known until 2013 amounts to 28.123 people. The sample in this research is the user services Hotel Swiss Belinn SKA Pekanbaru elected of 100 people. Data analysis techniques using Path Analysis with SPSS Software 17. Result of calculations indicate that the product has a direct influence is not significant and positive with respect to satisfaction. Price has a direct influence is not significant and negatively to satisfaction. Location has a significant direct influence on Satisfaction and positively. Promotion has a significant direct influence on satisfaction and positivel. People have a significant direct influence and positively to the satisfaction, the process has a direct influence is not significant and positive to the satisfaction. Physical Means, have a direct influence is not significant and positive to satisfaction. Service Marketing Mix have significant direct influence and positively to loyalty and satisfaction of having a significant direct influence and positive to loyalty.Keywords: service marketing mix, satisfaction, and loyalty
PENGARUH KREDIBILITAS ENDORSER DAN KREATIVITAS IKLAN TERHADAP MINAT BELI DAN KEPUTUSAN PEMBELIAN YAMAHA JUPITER MX DI KOTA PEKANBARU Andi Fedrawan; Zulkarnain Zulkarnain; Taufiqurrahman Taufiqurrahman
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 4, No 1 (2017): Wisuda Februari
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

This research aimed to analysze Endorser Credibility, Add Creativity on Purchase Intention and Buying Decision, research applied on consumer Yamaha Jupiter MX in Pekanbaru City.This research consists of four variables: the dependent variable, one intervening variable and two independent variables. They are Buying decision (Y2), Purchase Intention (Y1), Add Creativity (X2), and Endorser Credibility (X1). This research was conducted using a sample of 140 people. This research used purposive sampling, based on respondents who pass the criteria to fill in the questionnaire. In terms of data analysis, this research used path analysis method using SPSS (Statistical Package for Social Science) version 20. Based on the hypothesis test conducted, research shows that Endorser Credibility, Add Creativity significant positive effect on Purchase Intention. Endorser Credibility, Add creativity and Purchase Intention have significant positive effect on Buying Decision. Endorser Credibility and Add Creativity Influence buying decisions are moderated by Purchase Intention.Keyword : Endorser Credibility, Add Creativity, Purchase Intention, Buying Decesion.
PENGARUH KELOMPOK REFERENSI, KUALITAS PRODUK DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN DAN KEPUASAN KONSUMEN PADA PRODUK SUSU FORMULA NESTLE LACTOGROW DI KOTA PEKANBARU Sagala Putri Indah Nancy; Zulkarnain Zulkarnain; Noviasari Henni
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 6, No 1 (2019): (Januari - Juni 2019)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

This study aims to determine the effect of Reference Group, ProductQuality and Promotion on Buying Decision and Costumer Satisfaction in usingNestle Lactogrow Formula Milk in Pekanbaru City. The population in this studyincludes all consumers who buy and use Nestle Lactogrow Formula Milk inPekanbaru City, while totally samples in this study is 100 people. The samplingtechnique in this study is Purposive Sampling, which is the selection of samplesbased on certain criteria. Data taken from respondents using questioners. Theanalytical method used in this research is path analysis using SPSS (StatisticalPackage for Social Science) aplication. The result show that: (1) ReferenceGroup has significant effect on Buying Decision. (2) Product Quality hassignificant effect on Buying Decision. (3) Promotion has significant effect onBuying Decision. (4) Buying Decision has significant effect on CustomerSatisfaction. (5) Reference Group has significant effect on Customer Satisfactionthrough Buying Decision as a variable intervening. (6) Product Quality hassignificant effect on Customer Satisfaction through Buying Decision as a variableintervening, and (7) Promotion has significant effect on Customer Satisfactionthrough Buying Decision as a variable intervening in using Nestle LactogrowFormula Milk in Pekanbaru City.Keywords : Refererence Group, Product Quality, Promotion, Buying Decision andCustomer Satisfaction
PENGARUH BRAND IMAGE DAN KUALITAS PRODUK TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PRODUK LIPSTICK REVLON DI KOTA PEKANBARU Pasaribu Fernanda Nella; Zulkarnain Zulkarnain; Noviasari Henni
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 8, No 1 (2021): (Januari - Juni)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

This study aims to find out the influence of Brand image, product quality on customer satisfaction and customer loyalty of Revlon lipstick products in Pekanbaru City. The samples in this study were 114 people with the condition, consumers who were in Pekanbaru City, consumers who were over 17 years old and who had used Revlon for at least 6 months. The determination of the number of respresentative samples is dependent on the number of indicators multiplied by 5 to 10. Based on the calculation above obtained for a minimum sample using 114 samples of respondents. This research uses data analysis method using path analysis processed using SmartPLS (Partial Least Square) software version 2.0.m3 that is run with computer media. The results showed that: 1) the better the Brand image will increase customer satisfaction and vice versa, the worse the Brand image of customer satisfaction will also decrease.2) the better the product quality, the better the customer satisfaction and vice versa, the worse the quality of customer satisfaction products will also decrease. 3) The better the brand image will increase customer loyalty and vice versa, the worse the brand image then customer loyalty will also decrease 4). Product quality does not have a significant effect on customer loyalty of Lipstick Revlon products in Pekanbaru City. 5) The better customer satisfaction will increase customer loyalty and vice versa, the worse customer satisfaction then customer loyalty will also decrease. 6) Customer satisfaction is able to mediate brand image relationship to customer satisfaction 7) Customer satisfaction is not able to mediate the relationship Of product quality to customer satisfaction.Keywords: Product, Revlon Lipstick, Brand Image, Product Quality, Customer Satisfaction, Customer Loyalty
PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN RUMAH MAKAN PONDOK PATIN H.M. YUNUS PEKANBARU Wahyudi Al Fajar Muhammad; Zulkarnain Zulkarnain; Nursanti Aida
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 8, No 2 (2021): (Juli - Desember)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

The rapid development of the culinary business in Indonesia has resulted in tougher competition in the culinary business. This makes culinary business people must be able to attract and retain customers by improving product quality and service quality. One of the famous and long-lasting restaurants, Pondok Patin H.M. Yunus Pekanbaru. This study aims to determine the effect of product quality and service quality on customer satisfaction and loyalty at Pondok Patin H.M. Yunus Pekanbaru. Primary data retrieval was carried out using questionnaires to 100 respondents who had been selected using the Incidental Sampling technique and then the primary data was processed using the Structural Equation Modeling analysis method with SmartPLS version 3. The results showed that: 1) Product Quality on Customer Satisfaction had positive results. positive and significant. 2). Service Quality on Customer Satisfaction has positive and significant results. 3). Product Quality on Customer Loyalty has positive and significant results. 4). Service Quality towards Customer Loyalty has positive and significant results. 5). Customer Satisfaction with Customer Loyalty has positive and significant results. 6). Customer satisfaction partially mediates between Product Quality and Customer Loyalty with positive and significant test results. 7). Customer satisfaction partially mediates between Service Quality and Customer Loyalty with positive and significant test results. Keywords: Product Quality, Service Quality, Customer Satisfaction, Customer Loyalty, Pondok Patin H.M. Restaurant Yunus.
PENGARUH KESADARAN LINGKUNGAN, PENGETAHUAN LINGKUNGAN DAN KEPEDULIAN LINGKUNGAN TERHADAP SIKAP SERTA DAMPAKNYA PADA NIAT BELI PRODUK HIJAU THE BODY SHOP DI KOTA PEKANBARU Magdalena Sari Yulfita; Zulkarnain Zulkarnain; Jushermi Jushermi
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi Vol 9, No 1 (2022): (Januari - Juni)
Publisher : Jurnal Online Mahasiswa (JOM) Bidang Ilmu Ekonomi

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Abstract

This study aimed to see how environmental awareness, environmental knowledge,and environmental awareness affected attitudes and their impact on green productpurchase intentions at The Body Shop in Pekanbaru City. The population in this study isthe people in Pekanbaru City who know the existence of The Body Shop's green products.While the sample is 200 respondents who live in Pekanbaru City who know The Bodyshop's green products and are over 17 years old. Sampling used non-probabilitysampling method and purposive sampling technique. This research instrument uses aquestionnaire and data analysis method using a Structural Equation Model (SEM)approach based on Partial Least Square (PLS) using SmartPLS 3.0 software. The resultsshowed that environmental awareness, environmental knowledge and environmental carehad a significant effect on attitudes towards green products at The Body Shop inPekanbaru City. Then environmental knowledge has a significant effect on the purchaseintention of The Body Shop's green products in Pekanbaru City, but environmentalawareness and environmental care have no significant effect on the purchase intention ofThe Body Shop's green products in Pekanbaru City. And then attitude has a significanteffect on the intention to buy green products at The Body Shop in Pekanbaru City.Meanwhile, attitude mediates the influence of environmental awareness, environmentalknowledge and environmental awareness on purchase intention through attitudes togreen products at The Body Shop in Pekanbaru City. Keywords: Environmental Awareness, Environmental Knowledge, EnvironmentalConcern, Attitude and Purchase Intention of Green Products
Co-Authors A Halim Abror Aji Wicaksono Ade Cai Serini Marbun Ade Fahrizal Adelina Hasyim Afifah Rahmadini Afrizal Afrizal Agrina Agrina Agus Rahman Ibrahim Agustina Anisa Nur Aisyah AR Aisyah Fitria Akhmad Saiful Alfiah Salsabila Syifa Alif Hudan Hudan Almira Honesta Alvini Lestari Aman aman Ambika Putri Swakartika Sari Amirah Maritsa Amirah MaritsaSTIKES Amanah Makassar Andari Mayasari Andi Fedrawan Andri Saputra Anwar, Anwar Arfah Unisa. S Ari Sandi Arif Ferdiansyah Arinza Regina Syuri Armis Armis Asrul Anas Astaria Br Ginting Atma Murni Ayu Dwi Lestari Ayu Febriani Azni Fajrilia Bagio, Bagio Bistok Saing Biyatmi Biyatmi Buchori Asyik Budiyono Budiyono Carina Serly Saputri Chandra Praba Dwi Saputra Chandra Putra Clara Sari Clariza Sherllyana Cut Murzalina Cynthia Wahyu Asrizal Daniel Monintja Daniel R Monintja Darwis AN Darwis AN Darwis Darwis Dedy Miswar Dedy Miswar Della Triandini Deny Danar Rahayu Dera Elfranita Derdjo Djony Saputro Dessy Wulandari Devi Yulia Dewi Puspitasari Dhea Raisa Darus Diah Putri Safera Diah Resti Rahayu Diah Septianingsih Dian Anisa Fitri Dian Aprilianti Dian Taruli Silitonga Dian Utami Diant Ratna Andhyka Sari Dina Noviana Djoko Umar Said Dwi Yuni Astuti Dwita Ayu Setioningrum Edy Haryono Eka Novella Dewi Eka Pratiwi Eko Media Deneski Eko Saputra Elda Elrin Hasanah Eldes Safitri Elfis Suanto Eliana Eliana Elis Natasya Elma Iryana Elyus Juniwan Emmidia Djonaedi Endah Gita Cahyani Eni Ayu Lestari Erni Mentari Fadelia Damayanti Fahmi Astathi Faisal Andryan Chairuddin Farah Atikah Farid Wadjdi Fatimah Usman Febrina Harianja Fepti Tri Wulandari Ferly Apriansyah Fida Al Hikmah Fikri Syahputra Finni Yulyoni Firdaus Firdaus Firma Pertiwi Firman Aziz Firman Firman Firman Nugroho Fuspa Dewi Gesha Octora Sonia Gunawan Indra Permana Gusti Rahman Hafsan, Hafsan Hajrah Hajrah Hamdi Hamid Hanny Hafiar Harry Febriyan Hasrini Hasrini Hendri Purwanto Henni Noviasari Heriyadi Manan Heru Soendoro Hery Noer Aly I Gede Sugiyanta Indah Novita Dewi Indah Siti Aisyah Indah Yuliana indra indra Indra Tri Pangestu Intan Putri Nur Indah Sari Ira Rahmawati Irawan Irawan Irfan Hidayat Irhamsyah Hasibuan Irma Lusi Nugraheni Irsyadi Yani Iskandarsyah Siregar Ismah Rustam Ismail Thamrin Isti Diana Sari Ivo Rahmadini Lubis Iwan Dirwana Jafar Arifin Jamilah Jamilah Jesicca Reza Utari Jia Maghfirah Jihan Faiza Johannes Saing Jushermi Jushermi Kaizan Kaizan Kaizan Kaizan Karina P Sangara Mara Karnelis Karnelis KARTIKOWATI KARTIKOWATI Kartini Hasballah Kartini Kartini Khusnul Mar'iyah Kiki Fatmala Kurnia Makmur Kusai Kusai Lamtiurma Ronasari Sinaga Lilis Indrayani Lilis Sulistyowati Lily Hanifah Lina Sari Listumbinang Halengkara Lona Sari Luh Putu Ratna Sundari Lukman Hakim M. Thoha B Sampurna Jaya Magdalena Sari Yulfita Manda Juniawan Mardewi Mardewi Mardhiah Abbas Mardliyah, Ainul Mareani Leppan N Maria Dewi Sulistyawati Maria Ulfa Rara Ardhika Marliani Marliani Marselendra Exprendy Ramadan Martanti Martanti Maryana Novita Maskun Maskun Maulana Putra Melly Fuji Astuti Meri Herlina Meti Rismiati Miftahul Janah Mila Rima Dani Milati Eka Rini Minarni Shidiq Misnaniarti Misnaniarti Monica Simorangkir Much Enandang Muhamad Nur Ichwanuddin Muhammad Agus Muljanto Muhammad Fazlan Muhammad Samman Muhammad Satrio Muhammad Thoha B.S. Jaya Muhammad Yasir Muhammad Yunus Ahmad Muher Sukmayanto Muji Prasetioasih Muji Slamet Lestari Mukhlis Mustofa Mulya Sari Mulyadi Mulyadi Mulyono S. Baskoro Musrifin Ghalib Nadia Ulfa Nahor Murani Hutapea Najmah Najmah Nani Suwarni Nanik Oktavia Naomi Nababan Naufal Rabbany Nelvita Febrina Hasan Neti Betria Sari Nining Sumiarti Novi Kurnia Utami Novi Maulina Novia Anggraini Noviasari Henni Novika Sari Novita Sari Noviyani Noviyani Novliadi, Ferry Nur Asiah Nur Ayu Asrhi Nur Eka Kusuma W Nur Fadilah Nur Hamimah Nur Hayati Nur Intan Rengganis Rahmawati Nur Sifatullah Nurfadilla Nurfadilla Nurhartanto Nurhartanto Nurhikmah Nurhikmah Nurlaili Nurlaili Nursanti Aida Nuru Riani Nurul Fadhilah Tsani Ocik Lestari Okta Vianti Ona Lestary Tondang Pargito Pargito Pariati Pariati Pasaribu Fernanda Nella Pitriyani Pitriyani Popy Lorenza Puput Iswandyah Raysharie Putri Mauliapita Gumelinsi Putri Nadia Putri Yuanita Putu Kriya Santi Ganggayani Qorri Hidayati M Rafin Hidayat Rahma Kurnia Sri Utami Rahmaddiansyah Rahmaddiansyah Rahman Marlingga Rahman Rahman Rahmat Rahmat Ranti Silvia Reddy Prayoga Reeky Fardinata Refda Niari Rena Mukti Sari Reza Firdian Ruswanda Rezania Razali Ridho Nurhidayat Rima Melati Rina Amelia Rini Dian Anggraini Rini Ekawati Risa Nursila Risma Petrus Rizani Amran Rizki Ananda Hsb Robert Simangunsong Ronny I. Wahju Ronny Malavia Mardani Rosana Rosana Rostika Flora Rr. Lita Hadiati Wulandari Rusmadi Rukmana Sabilla Suryaning Amanda Sagala Putri Indah Nancy Sakur, Sakur Salnia Ramadani Salsabila Salsabila Saminan Saminan Samsir Samsir Seli Nurdianti Sella Alpiana Nanda Pratama Selviana Saraswati Selvindari Dwi Silfiah, Rossa Ilma Sipuan Sipuan Sirajuddin Sirajuddin Siti Hajijah Br. Siregar Siti Nurul Alifah Siti Pahrun Nisa siti rahmah Sonivia Gunawan Sri Haryanti Sri Nurlailah Saputri St Aisyah Sijid St Aisyah Sijid St. Aisyah Sijid Suci Dahlya Narpila Suci Rahayu Sudarmi Sudarmi Sugeng H. Wisudo Sugeng Widodo Sujianto Sujianto Sulaeman Martasuganda Sumadi Sumadi Sumarni Sumarni Suprapno Suprapno Supriyadi Supriyadi Suradi Suradi Suryani Hardjo Suyudi Suyudi Syarif Hidayat Amrullah Syintia Dewi Ananta Shinta Dewi Syofni Syofni Syukur Kholil T Fauzi Tania Dwi Tamara Taufiqurrahman Taufiqurrahman Tengku Riza Zarzani N Tesalonika Tesalonika Tiara Safitri Titi Solfitri Titin Dwi Agustiningrum Tri Wicakseno TRI WULANDARI Tria Yanuariska Trisnaningsih Trisnaningsih Triyana Agustina Silaban Ulfa Mila Sari Ummah Nurjannah Uswatun Khasanah Vera Dani Astuti Viva Desi Handayani Wahyu Ragil Wahyudi Al Fajar Muhammad Wan laura Hardilawati Wayan Juana Riskawati Wenda Norita Wendy Prasetyo Whisnu Setyo Permadi Widiya Wati Wilda Nuraida Wina Triani Windi Yudistira Wita Yulia Y Gigih Anggi T W Y. A. Wahyuddin Yadi Arodhiskara, Yadi Yarmadi Yarmadi Yarmaidi Yarmaidi Yazid Dimyati Yenita Roza Yeti Ratna Sari Yolanda Frastika Yonasri Yulia Resti Yuliana Ria Ariska Yuliana Sangka Yunidar Buana Yunisca Nurmalisa Yusmala Adinta Yusnadi Yusnadi Yuyut Ariyanto Zahratul Aini Zahrawi Astrie Ahkam Zakiah Zakiah Zinatul Hayati Zuhri D