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Dian Tauriana, Dian
Bina Nusantara University
Economics, Econometrics & Finance Social Sciences

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Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching Tauriana, Dian; Christine, Christine
Binus Business Review Vol 2, No 1 (2011): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v2i1.1116

Abstract

PT Bank OCBC NISP Tbk officially became a commercial bank in 1967, foreign exchange bank in 1990, and listed as a public company in Indonesia Stock Exchange in 1994. The purpose of this research is to identify the correlation and variables influences of service recovery, complaining behaviour, and brand switching; and also to give suggestion of extensive complaint handling so the customers of PT Bank OCBC NISP Tbk are more loyal. The analysis method is SPSS 16.00 program, simple correlation, and path analysis. Data collecting technique is questionnaire, as the amount of respondents (customers) are 100. The result of this research is there is relation and influences among service recovery, complaining behaviour, and brand switching variables. 
Kualitas 0Pelayanan dan Perilaku Keluhan Konsumen; Determinan dan Tipologi Tauriana, Dian; Neri, Sem
Binus Business Review Vol 1, No 1 (2010): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v1i1.1075

Abstract

Understanding why dissatisfied consumers complain the way they do is a very important issue to be discussed from theoretical, managerial perspectives. As it is the main reason for the researcher to conduct this study. This study taken from D’Lofts Apartment situated near to Bina Nusantara University. The method being used is non-parametric statistics to test the hypotheses and descriptive statistics to figure out the main reasons of complaining behavior. As the results show that price and lack of loyalty from the landlord are the main reasons consumer’s anger. Whilst the most provocative action they may take is to bad-mouth the quality given. 
Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta Tauriana, Dian; Arisani, Ni Made Dini
Binus Business Review Vol 3, No 1 (2012): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v3i1.1333

Abstract

As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; strong influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; weak influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; strong influence.
Pengaruh Penempatan Produk di Kasir dan Sales Person terhadap Impulse Buying Tauriana, Dian; Fietrin, Ika
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 12, No 1 (2011): The Winners Vol. 12 No. 1 2011
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v12i1.684

Abstract

Product placement in the cashier and using sales person have important effects for impulse purchasing in a retail that will increase company selling. The purpose of this research is to acknowledge product placement influences in cashier and sales person towards buying impulse in GIANT hypermart in Plaza Semanggi, Jakarta. The research is associative research. Data collecting technique is done by spreading questionnaire to consumers in GIANT Hypermart Plaza Semanggi and interview with the management. Data analysis technique is by validation and reliability test, normality, simple and double regression test with software SPSS 16.0. The research result shows that the product placement variable in cashier and sales person influenced simultaneously and significantly to impulse buying.
Bauran Pemasaran, Manajemen Hubungan Pelanggan dalam Menciptakan Loyalitas Konsumen Tauriana, Dian; Andhika, Andhika
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 11, No 1 (2010): The Winners Vol. 11 No. 1 2010
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v11i1.698

Abstract

The more advanced development of the business world led to the emergence of an increasingly tight competition, which challenge must be faced by PT Serafim Tours and Travel by conducting strategic steps. Maintaining the viability of the company can be achieved by gaining consumer loyalty. To achieve such loyalty is to utilize existing marketing concepts, namely the marketing mix and Customer Relationship Management (CRM). It is important to understand consumers' needs very well (fast and accurate). Through the concept of marketing mix, to think about how your product or service is packaged, giving a brand, having characteristics, level of prices offered, level of discount given, how the products or services are distributed and the latter, through what media service the product will be known. The presence of the CRM will be able to cope with consumer demand since the aim of CRM is to get the core concept of customer that is not obvious and put it in terms of company applications framework. This paper reviews the theory and implementation of marketing mix and CRM and its influence on customer loyalty by using path analysis.
Customer Intention toward Theme Park: The Mediating Role of Customer Attitude on The Impact of Service Quality and Experiential Marketing Purnamadita, Dwi Efrarin; Tauriana, Dian
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 13, No 2 (2012): The Winners Vol. 13 No. 2 2012
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v13i2.657

Abstract

Dunia Fantasi (Dufan) located in Taman Impian Jaya Ancol is one leading recreational unit with specific characteristics as a theme park. A research was done towards with service quality and implementation of experiential marketing applied in Dufan using path analysis. Experiential marketing was studied to have a direct effect, positive and significant impact on customer attitude variables. The basic objective of this research is to determine the effect of service quality and implementation of experiential marketing to customer attitude and its impact on customer intention of Dufan. Data collection was conducted through questionnaire given to Dufan visitors. From the results of data analysis we found that service quality has not significantly influenced customer’s attitude. The study revealed that the direct effect between experiential marketing and customer intention is 'strong’. As a subsequent finding, service quality has not given a significant effect on customer intention. However, experiential marketing was found having an indirect influence on customer intention mediated by attitude, in which the results of the study suggested that the indirect effect is 'strong'. Eventually, customer attitude has a direct positive and significant impact on customer intention variables. The direct influence of customer attitude to customer intention in Fantasy World,was 'strong'.
Strategi Experiential Marketing dan Loyalitas Merek Tauriana, Dian; Manlin, Rendy
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 9, No 2 (2008): The Winners Vol. 9 No. 2 2008
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v9i2.726

Abstract

Consumer experience born from the consumption of a product or service gives a distinct impression in the minds of consumers. This impression creates brand loyalty, provided that the appropriate marketing program is designed to provide a unique experience. Article explores a study that uses primary and secondary data at Bengawan Solo Coffee to see the impact of marketing programs based on experience upon customer loyalty towards the Bengawan Solo Coffee brand. Data were collected by direct interviews of selected respondents through purposive sampling. Furthermore, those data were analyzed using several statistical methods, such as normality tests, the validity and reliability, the classic assumption test, Pearson product moment, and multiple regression. The results shows that there are significant correlation between  marketing based on experience (feel, act, and relate) towards brand loyalty. The relationship between experiential marketing (feel and relate) towards brand loyalty is low, while the experiential marketing relationship (act) is quite strong.
Iklan, Asosiasi Merek, dan Keputusan Pembelian Tauriana, Dian; Safriliana, Devy
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 10, No 2 (2009): The Winners Vol. 10 No. 2 2009
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v10i2.708

Abstract

The impact of advertising on brand association has raised many questions among scholars. Some agree that advertising can leverage and help building brand association in consumer’s perspective. Others are against this opinion. However, this research is trying to investigate whether advertising does correlate to brand association that later on impacts on purchase decision making. Data collected by interviewing respondents regarding car purchase in the showroom. The analysis is conducted by using path analysis. From the result, it is figured out that the influence/impact of brand association on purchase decision making is very low. Thus, other element such as advertising and any activities to leverage brand association should be taken into account.
Co-Authors Andhika Andhika, Andhika Arisani, Ni Made Dini Christine Christine Devy Safriliana, Devy Dwi Efrarin Purnamadita, Dwi Efrarin Ika Fietrin, Ika Rendy Manlin, Rendy Sem Neri, Sem