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M. Hufron
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Pengaruh Service Quality, Price, dan Service Recovery Terhadap Customer Loyality dengan Customer Satisfaction Sebagai Variabel Intervening (Studi Kasus pada Pelanggan Kereta Api Gajayana di Stasiun Kota Baru Malang) Ego Andromega; Rois Arifin; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen Ejrm Vol 08. No 07 Februari 2019
Publisher : UNIVERSITAS ISLAM MALANG

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ABSTRACTThis purpose of this research was to determine and analize the effect of service recovery, price and service recovery on customer loyality through customer satisfaction on Gajayana train customers.. the research location was in Kota Baru Malang station with a population of all Gajayana train passengers in December 2018 of 5,549 people. From the population, samples were taken using the Slovin formula with a standard error of 10%, obtained by 98 respondents with criteria that had used Gajayana train service at least twice or had experienced disappointment. This type of research is explanatory research.               The analysis technique used in this study is quantitative and qualitative analysis. Quantitative testing includes validity test, reliability test, normality test, path analysis, significance test (t test) and sobel test. From the results of the analysis of calculations that have been carried out, it shows that there is a direct influence between service quality on customer loyalty through customer satisfaction of 0.339. Price on customer loyalty through customer satisfaction of 0.100. Service recovery for customer loyalty through customer satisfaction of 0.149. there is also an indirect effect between service quality on customer loyalty at 0.046, the indirect effect between price on customer loyalty is 0.128 and the indirect effect of service recovery on customer loyalty is 0.167. Keywords: service quality, price, service recoveri, customer satisfaction, customer loyality
PENGARUH KUALITAS WEBSITE TERHADAP LOYALITAS PELANGGAN ONLINE SHOP MELALUI KEPERCAYAAN (Studi Kasus Pada Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Islam Malang Prodi Manajemen Angkatan 2015 - 2018) Miftakhul Ilham Fauzi; N. Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol.08 No. 07 Agustus 2109
Publisher : UNIVERSITAS ISLAM MALANG

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AbstractThis study aims to analyze the direct influence and indirect influence of the three variables, namely Website Quality, Trust and Loyalty to Online Shop Customers. This type of research is a type of Explanatory Research using a quantitative approach. This research was conducted by distributing questionnaires to Students of the Faculty of Economics and Business UNISMA Management Study Program Force 2015 - 2018 with a total of 93 respondents. The analysis technique used in this study is path analysis. The results of this study indicate that: (1) the quality of the website has a significant effect on trust of 0.868, (2) the quality of the website has a significant effect on loyalty of 0.856, (3) trust has a significant effect on loyalty of 0.858 and (4)  the quality of the website towards loyalty through trust by 0,745. Keyword: Website Quality, Trust, Loyalty
PENGARUH KUALITAS PRODUK DAN LOKASI TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA KONSUMEN KARUNIA KASIH ABADI FURNITURE) Vonita Anggun Dewi Kumala; N. Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 8 No. 17 Agustus 2019
Publisher : UNIVERSITAS ISLAM MALANG

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ABSTRACT The high competition in the business world specifically in the world of Furniture business, business people are required to provide satisfaction to consumers. After consumers are satisfied, they will get a positive level of loyalty. Customers will no doubt return and make profitable repeat and automatic purchases for entrepreneurs. For this reason, it is necessary to think about what factors influence customer satisfaction so that entrepreneurs can meet customer satisfaction. This study aimed to determine the differences in Product Quality, Location and Satisfaction with Customer Loyalty in the Karunia kasih Abadi Furniture. The population is consumers of the Karunia Kasih Abadi Furniture. The sample used was 86 people. Data collection is done by collecting questionnaires with purposive sampling techniques. The data analysis used path analysis. Where Product Quality as X1, Location X2, Y Satisfaction and Z Loyalty. The results in this study showed a positive and significant relationship between Product Quality and Location to Purchasing Loyalty through Satisfaction as an Intervening variable.   Keywords : Product Quality, Location, Customer Loyalty and Satisfaction
PENGARUH KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP ELECTRONIC WORD OF MOUTH (E-WOM) PADA FASHION ONLINE SHOP JOYISM DI INSTRAGRAM Lukluk’ Atul Bahiroh; N Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 08 No. 14 Agustus 2019
Publisher : UNIVERSITAS ISLAM MALANG

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ABSTRACTThis study aims to determine the Effect of Product Quality and Customer Satisfaction on Electronic Word Of Mouth (E-Wom) on Joyism Fashion Online Shop in Instragram. The population in this study took from data obtained from Joyism Malang online shop customers in April-May. Sampling in this study was92 respondents. The analytical method used is purposive sampling technique. The results in this study indicate that product quality variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth). It can be seen that the calculated value is 9,791 with a significant value of 0,000. Product quality variables have a positive and significant effect on customer satisfaction that the t- count value is 2.955 with a significant value of 0,000. Customer satisfaction variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth) that the t-count value is 4.211 with a significant value of 0.000. Customer satisfaction  variable  (Z)  can  mediate  between  product  quality  variables  (X) against E-WOM (Y) showing the results of one-tailed probability or probability on product quality 0.00377462 <0.05.   Keyword: Product Quality, Electronic Word Of Mouth (E-WOM), CustomerSatisfaction
Pengaruh Kualitas Produk, Lifestyle, dan Atmosfer Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Rif’atul Khusnia; M. Hufron; Alfian Budi Primanto
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 09 No. 15 Agustus 2020
Publisher : UNIVERSITAS ISLAM MALANG

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ABSTRACTThis study aims to determine the effect of product quality, lifestyle, and atmosphere on consumer loyalty with customer satisfaction as an intervention which is located on Jl. Tenes No.14, Kauman, Klojen District, Malang City, East Java. The method used is quantitative research that aims to explain the position of each variable and its influence between one variable and another. The main method used is by distributing Likert scale questionnaires to respondents who have visited or purchased products at My Kopi-O Indonesian Bistro Malang City. The sample calculation in this study used the Malhotra formula which resulted in 80 respondents. The results of this study, the atmosphere variable has a significant effect on consumer loyalty through customer satisfaction. Keyword : Product Quality, Life style, atmosfer and customer statisfaction
PENGARUH PROMOSI PENJUALAN DAN SERVICESCAPE TERHADAP IMPULSE BUYING DENGAN SHOPPING EMOTION SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA KONSUMEN HYPERMART MALANG TOWN SQURE) Salsa Nabila; N. Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 08 No. 14 Agustus 2019
Publisher : UNIVERSITAS ISLAM MALANG

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ABSTRACT               This study aims to look at the effect of sales promotion and servicescape on impulsive purchases with emotional shopping as an intervening variable. The data used in this study is the poor Hypermart consumer town square. This study used as many as 100 samples. The sampling technique uses accidental sampling. The method used is the path analysis method to determine data analysis using the path analysis method and using the validity test, reliability test, normality test, t test and sobel test using the SPSS version 14.0 application.               From the results of the study, it shows that sales promotion and servicescape have a positive and significant effect on emotional shopping, sales promotion and servicescape has a positive and significant effect on impulsive purchases, and shopping emotions have a positive and significant effect on impulsive purchases.Key Word: Sales Promotion, Servicescape, Shopping Emotion, Impulse Buying
Pengaruh Persepsi Harga, Kualitas Pelayanan, Lokasi, Brand Image Dan Kualitas Produk Terhadap Keputusan Pembelian Pada Pelanggan Minimarket” (Studi Pada Pelanggan Minimarket Swalayan Sauli Mart Kesamben). Ratna Dewi Kartika Sari; Rois Arifin; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 09 No. 11 Februari 2020
Publisher : UNIVERSITAS ISLAM MALANG

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 Abstract This study aims to determine: (1) the effect of price perceptions on purchasing decisions on the saulimart kesamben supermarket, (2) the effect of service quality on the saulimart kesamben supermarket purchasing decisions, (3) the influence of location on the purchase decision on the saulimart kesamben supermarket, (4) the effect of brand image on purchasing decisions at saulimart kesamben supermarket, (5) the effect of consumer commitment on purchasing decisions on saulimart kesamben supermarket and (6) the effect of perceived price, service quality, location, brand image and consumer commitment on purchasing decisions on saulimart kesamben supermarket. This study uses a causal associative method using a quantitative approach. The population in this study are consumers who have made a purchase at Saulimart Kesamben. The sampling technique uses purposive sampling with a sample size of 190 people. Data collection techniques using questionnaires that have been tested for validity and reliability. Data analysis techniques using multiple regression. The results of this study indicate that: (1) price perceptions have a significant positive effect on purchasing decisions on saulimart kesamben supermarket customers as indicated by the value of t count> t table and significant <0.05; (2) service quality has a significant positive effect on purchasing decisions on saulimart kesamben supermarkets with t arithmetic> t table and significant <0.05; (3) location has a significant positive effect on Saulimart Kesamben's self-service purchasing decisions with a value of t arithmetic> T table and significant <0.05; (4) brand image has a significant effect on purchasing decisions on sauli mart supermarket customers with the value of t arithmetic> t table and significant <0.05; (5) consumer commitment has a significant positive effect on purchasing decisions on saulimart kesamben supermarkets with t arithmetic values> t table and significant <0.05 Keywords: Effect of Price, Service Quality, Location, Brand Image, Consumer Commitment, and Purchasing Decisions
PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITASPELANGGAN MELALUI KEPERCAYAAN (Pada Pelanggan Loris Beauty Clinic Malang) Amaliatus Zahrotul Ula; N. Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen e Jrm Vol. 8 No. 16 Agustus 2019
Publisher : UNIVERSITAS ISLAM MALANG

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ABSTRACT This research was conducted to analyze the direct influence and indirect influence of service quality on customer loyalty through customer trust. with the aim of knowing the description of service quality, customer loyalty and trust.The population used in this study is Loris Beauty Clinic Malang customers. Determination of samples using purposive sampling technique. Based on the criteria obtained 89 respondents. The type of research used is explanatory research. Methods of collecting data using questionnaires. Data analysis method uses path analysis. While the data analysis tool used validity test, reliability test, nomination test, with hypothesis testing using the t test and sobel test.The results of this study indicate that service quality variables have a positive and significant effect on trust, service quality variables have a significant positive effect on loyalty, the trust variable has a significant positive effect on loyalty, the trust variable can mediate the effect of service quality on loyalty.Keywords: Service Quality, Customer Loyalty and Customer Trust.
PENGARUH NILAI NASABAH DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (Studi Kasus Pada Bank Bri Cabang Martadinata Malang) Adinda Putri Ramadhani; N Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 08 No. 13 Agustus 2019
Publisher : UNIVERSITAS ISLAM MALANG

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ABSTRACThis study aims to analyze and discuss customer value, service quality and customer satisfaction. The population consists of 550 and the sample consists of 85 consumers. Data collection in this study through a questionnaire. Data analysis in this study uses SPSS version 14. Testing the application of data used in this study include multiple regression analysis, validity test, reliability test, normality test, classic assumption test, and research hypothesis test. Partially the customer value variable does not have a significant effect on the BRI customer satisfaction variable of the bank martadinata Malang branch. While service quality variables have a significant effect on customer satisfaction at BRI Malang Martadinata branch. That there is a simultaneous effect of variable customer value and service quality on customer satisfaction at the BRI branch of the Martadinata branch in Malang.Keywords: Customer Value, Service Quality, Customer Satisfaction
Peran Kualitas Produk Dan Harga Terhadap Loyalitas Konsumen Dengan Kepuasan Sebagai Variabel Intervening (Pada Mahasiswa Yang Berdomisili Di Kelurahan Merjosari, Malang) Nur Syahraini; N. Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen e Jrm Vol.09 No. 05. Februari 2020
Publisher : UNIVERSITAS ISLAM MALANG

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AbstractConsumers generally buy a product that is truly in accordance with their needs and desires. In addition, consumers buy a product or service adjusting the price with the quality of products offered by a company or online store site to achieve a satisfaction and loyalty. The price and quality of the products provided is the most important component by the company for consumer satisfaction. Companies must pay attention to important things for consumers, so they feel the expected satisfaction. The main thing in satisfaction and loyalty is the quality of the product and the price offered. In addition, loyalty also provides a very large profit for the company, because it affects customer buying patterns and supports what customers give to others. This study aims to determine the price and quality of products that directly affect customer loyalty through customer satisfaction as an intervention variable. The purpose of this study : a) To determine the price determined customer loyalty. b) To find out the quality of the prosucts approved for consumer loyalty. c) To understand customer satisfaction. d) To find out the suggested price and product quality on customer loyalty through customer satisfaction as an intervening variable. The type of research is quantitative. Methods of data collection using a questionnaire and observation. The population in this study took data obtained from students who live in the village of Merjosari, Malang as many as 480 respondents, with a sample in this study obtained 83 respondents. Data analysis methods used were instrument testing, normality testing, path analysis (Path Analysis), and hypothesis testing using SPSS v16 tools. The results in this study indicate that positive and significant prices on consumer loyalty and product quality are positive and significant on consumer loyalty by value (0,000) and there is a relathionship between product quality and customer satisfaction as an intervening variable relationship to customer loyalty with a value of one tailed probability (0,0). Keywords : Price, Product Quality, Consumer Satisfaction, Consumer Loyalty.
Co-Authors Aan Arief Trenggono Abdul Kodir Djaelani Abdurahman . ABS, M Khoirul Ach. Noval Annas Achmad Nur Cahyo Adinda Putri Ramadhani Afi Rachmat S Afida Nur Uzma Agung Jiwandono Ahmad Farid Wahyudi Ainun Alifah Aji Kusnandri Aleria Irma Hatneny Alfi Nur Mufida Alfian Budi Primanto Amaliatus Zahrotul Ula Amiruddin . Amiruddin Amiruddin Ana Laillaturovikoh Angga Gari Prasmono Arini Fitria Mustapita Asmina Rahmawati Ayatullah khomaini Bagas Primadi Bahrul Bainarqi Bahtiar Andi Firdaus Basalamah, Muhammad Ridwan Daimatul Musyarofah Desi Ristanti Desi Santika Hastary Devi Ilsanti Dewi Milati Mukarromah Diah Anggun Mustikasari Dian Nafilatul Maulida Dini Febriana Riyanto Dwi Apriliana Dwiki Erna Yulistiani Dwimas Arie Supangkat Dyah Mustika Rini Edi Cahyono Ega Aditya Ego Andromega Eka Febri Wijanarko Elok Faiqotul H Fahrurrozi Rahman Failatul Khoiro Fanny Putri Ramadhani Farkhan Azis Farkhan lutfi Faruq Wahyudi Fathur Rosi Fatur Rochman Fitriatun Daiyah Gusti Wahyuning Vilda Hadi Sunaryo Hamim Farizy Zarkazy Ike edwin stya wandira Imam Syafii Imas Maulani Indah Faizah indah nuril laili Intan Mutiara Putri Irawan Dwiyanto Ismatul Ummah I’anatul Hasanah Jamaludin AL Gajali Januarika Zakinah Larasati Jeki Setiawan Putra Jeni Susyanti Karina Putri Melati Khalikussabir, Khalikussabir Kisvidatul Hikmah Lalu Wahyu Azazi Layli Wahyuningsih Linda Indriani Agustin Lufiana Ikasanti Lukluk’ Atul Bahiroh Lusi Agustina Lu’luatul Mufarrohah M. Agus Khafidurrohman M. Agus Salim M. Fasih Zunaidy M. Najib M. Sulaiman Maaniya Tamama Marca Intan Youlanda Maulida Elvara Mega Erlinda Wulandari Mei Isnainiyah Melinda Handayani Meliza Dwi Ratna Sari Merinda Yuanita Yustikasari Miftakhul Ilham Fauzi Mochamad Arif Rizky Moh Sholeh Mohammad Fandi Mohammad Rizal Muchamad Choirul Hisam Muflikhul Ulayanis Arliska Muhammad Farid Rohmatulloh Muhammad Mansur Muhammad Misnarum Muhammad Rukmana Muhammad Waliyul Ilmi Muhammad Zamanudin Musthofa Kamal Huda N Rachma N. Rachma N. Rahma Nanda Kumala Ningsih Niken Riska Indriani Nor Zafira Binti Ramzil Huda Nur Faiza Nur Laili Khoirunnida Nur Rochman Nur Syahraini Nurhajati Nurhajati Nursani Nursani Nurul Hamidah nurul latifah Octavia Dwi Kumala Pardiman Pardiman Prihat Agung Qurrotu A&#039;yun Randy Farid Rachmawan Ratna Dewi Kartika Sari Rendyana Putra Reydora Husaen Qornabela reza rezita oktaviana Ria Wahyu Agustina Rifa Azkiyah Rifma Azizatun Novianti Rif’atul Khusnia Risa Rossita Rismatul Karomah Ristya Irianti Cahyaningrum Rizal Ahmad Alfarizi Rizki Ramadhan Rizqi Amalia Mardhatillah Roeswitha Setiya Dwijayanti Rofikul A’la Rois Arifin Ronny Malavia Mardani Roy Hanafi Safaruddin Yusron Saifudin Zuhri saiful arifin Salsa Nabila Saniasah Saniasah Saraswati, Ety Satria Abdi Pratama Yudha Siti Asiyah Siti Ernalia Ratuloly Siti Mariyam Siti Rohani Sofiatus Solihah Sohib Sohib Sudaryanto Sudaryanto Trya May Indriani Ulfa Syahria Balgis Ulul Absorul Hidayah Umnun Fariza Virza Aliffudy Vita Nur Jannah Vonita Anggun Dewi Kumala Wahyu Satrio Bintoro Widarko, Agus Wilantika Wilantika Windy Tri Septiningsih Yogi Eko Purwanto Yulian Rifa Luviana Yuni Asmayunita Zairozie Tamim Zilfiyah Silmi