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Widayanto Widayanto
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Pengaruh Dimensi Kualitas Pelayanan dan Kedekatan Emosional Terhadap Kepuasan Konsumen (studi kasus Ina Swiss Optik Cabang Plaza Gajah Mada Semarang) Zainullah Achsan; Nawazirul Lubis; Widayanto Widayanto
Jurnal Ilmu Administrasi Bisnis Vol 3, No 2 (2014)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (412.512 KB) | DOI: 10.14710/jiab.2014.5192

Abstract

In Indonesia, in line with increase of income an standard of life, push the people to more know about fashion. Line of fashion that mostly interested by people is eyewear. More request from market makes competition more strict. Then seller and distributor of eyewear must be more creative to make strategy in order to consumer satisfy with service and product quality. The strategy can be with increase dimension of service quality and more build closeness emotion to the consumers.This study aimed to determine the effect of dimension of service quality and emotion closeness toward consumer satisfaction on consumer Ina Swiss Optic Branch Plaza Gajah Mada Semarang. Population is consumer Ina Swiss Optic Branch Plaza Gajah Mada Semarang period November 2011- Oktober 2012, as the Slovin’s theory,  sample set by 96 people with spreading use of Probability Sampling methods (simple random sampling). Collecting data using interviews with the help of questionnaires that have been through the instrument validity and reliability. Data were analyzed with qualitative and quantitative analysis using the coefficient of correlation test, coefficient of determination test, simple and multiple linear regression and tests of significance with SPSS 16.0.The results showed that tangible influence consumer satisfaction of 66.7%. Reliability influence consumer satisfaction of 63.5%.Responsiveness influence consumer satisfaction of 22,9%. Assurance influence consumer satisfaction of 27.9%. Empathy influence consumer satisfaction of 33,4%. Variable emotion closeness influence consumer satisfaction of 45.6%. Simultaneously all the variables affect consumer satisfaction of 74.2%.The conclusion is the dimension of service quality and emotional closeness have positively and significant impact on consumer satisfaction at Ina Swiss Optic branch Plaza Gajah Mada Semarang as evidenced from the results of the test f count (46.619) > f table (2.199). If six factors are synergically balanced, Ina Swiss Optic will get a high level of consumer satisfaction will positively impact  in company  sustainability.
PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PENGGUNAAN KERETA API FAJAR UTAMA SEMARANG RELASI SEMARANG – JAKARTA Pandu Wijanarko; Apriatni Endang Prihatini; Widayanto Widayanto
Jurnal Ilmu Administrasi Bisnis Vol 4, No 1 (2015)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (164.445 KB) | DOI: 10.14710/jiab.2015.7306

Abstract

 Price will be considered a person before buying anything. Especially in service’s field, quality of service will be an additional consideration for a person berfore determining a choice of services. PT Kereta Api Indonesia (persero) will certainly pay attention to these two aspects in order to be a leader of mass land transport and become people’s choice while many private vehicles increasingly then causing traffic jams on the road. The purpose of this study to determine the effect of price anda quality service to the usage-decision of Fajar Utama Semarang train. This research method is an Explanatory with data collection through interviews, questionnaires anda literature study. Accidental and purposive samplings technique is used with a sample of 100 people. Anlysis technique used was qualitative and quantitative using validity, reliability test, correlation coefficient, simple and multiple regression analysis, the coefficient determination, cross-tab, and significance test (t test and F test).Conclusion the study shows the price and service quality simultaneously influence the usage-decision of the passenger. This proved by the corellation coefficient score at 55,7% which in the strong category. Even so the determination coefficient score only at 31%. A good idea to PT Kereta Api Indonesia (persero) should pay attention to the price comparison with competitors. If the quality are not spesifically different, it will greatly affect consumer purchasing decisions. The company also should improve the service quality in order to improve passenger comfort on the trip.
PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PENGGUNA JASA TRANSPORTASI TAKSI NEW ATLAS KOTA SEMARANG Luqmananda Bayuningrat; Handoyo Djoko Waluyo; Widayanto Widayanto
Jurnal Ilmu Administrasi Bisnis Vol 3, No 1 (2014)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (143.855 KB) | DOI: 10.14710/jiab.2014.4423

Abstract

NEW ATLAS GROUP is one of company that is concern in providing taxi transportation services inSemarang. The research itself aims to determine of the influence of Service Quality (X1), Product Quality (X2),Customer Satisfaction (Z) of the Customer Loyalty (Y) New Atlas Taxi’s. This type of research used is explanatoryresearch, data collection methods using an oral interview and a data collection tool using a questionnaire with asample of 100 respondents New Atlas Taxi users of transport services via nonprobability sampling technique byusing purposive sampling method (sampling technique based on certain conditions). The analysis technique uses testvalidity, test reliability, simple linear regression, multiple linear regression, t test and F test with SPSS 20 tool.From the data analysis it can be concluded that amounted to 61.8% customer satisfaction variables can beexplained by service quality variable and 57.1% explained by product quality variable. 15.2% customer loyaltyvariable can be explained by service quality variable and 15.4% explained by the variable quality product quality.Customer satisfaction being a mediator to customer loyalty due to the indirect effect by 26.7% of the service qualityvariable and product quality variables. The suggestion in this research is the company management is necessary togive directions the driver to pay more attention to the quickness and timeliness of delivering passengers to theirdestination, more discipline the taxi driver in order to obey the standard service procedure that has beenestablished, providing complaint and suggestion boxes for each passenger in the taxi fleet.
Co-Authors Aji Normawan Rosyid Ani Desriana Apriatni Endang Prihatini Asih Nor Istikomah Emi Nursanti Endah Purnama Sari Handoyo Djoko Waluyo Hara Paradisa Santoso Hendy Marta Andryanto Idham Kurnia Simamora Luqmananda Bayuningrat Mohamad Arifin Naili Farida Nawazirul Lubis Pandu Wijanarko Rizqa Janati Adnin Saryadi Saryadi Wahyu Hidayat Zainullah Achsan