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All Journal Jurnal Manajemen Terapan dan Keuangan Prosiding PESAT Business and Management Review Agrokreatif Jurnal Ilmiah Pengabdian kepada Masyarakat Jurnal Mirai Management EBSJ Seminar Nasional FISIP Unila Jurnal Ilmiah Manajemen Kesatuan EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Jurnal Bisnis dan Manajemen (JBM) Journal of Social Research Reviu Akuntansi, Manajemen, dan Bisnis Amkop Management Accounting Review (AMAR) International Journal of Asian Business and Management (IJABM) Epaper Bisnis: International Journal Entrepreneurship and Management International Journal of Economics, Business and Innovation Research Harmony Management: International Journal of Management Science and Business
Dorothy R. H. Pandjaitan
Universitas Lampung
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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PENGARUH CELEBRITY ENDORSMENT TERHADAP BRAND IMAGE PADA KONSUMEN REMAJA DI BANDAR LAMPUNG DAN IMPILKASINYA TERHADAP HARGA Pandjaitan, Dorothy Rouly Haratua
Seminar Nasional FISIP Unila 2017: PROSIDING SEMINAR FISIP UNILA 2
Publisher : Seminar Nasional FISIP Unila

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (901.016 KB)

Abstract

Penelitian ini bertujuan untuk mengetahui celebrity endorsement terhadap brand image dan harga. Penelitian ini menganalisis celebrity endorsement yang sudah ada terhadap brand image dan sekaligus menguji besarnya pengaruh celebrity endorsement tersebut terhadap harga. Alat yang digunakan untuk mengumpulkan informasi pada penelitian ini ialah survei yang ditujukan kepada responden yang melibatkan celebrity endorsement dan harga untuk membeli barang online serta brand imagenya. Alat analisis yang digunakan adalah metode Structural Equation Modelling selebrity endorsement terhadap brand image dan harga. Temuan Penelitian ini mengkonfirmasi, bahwa maka semakin tinggi harga produk yang dapat ditawarkan kepada konsumen remaja di Bandar Lampung, Berdasarkan hipotesis kedua penelitian teori pendukung dan hasil yang didapat dari penelitian ini, yaitu harga berpengaruh pada brand image berhasil dibuktikan, disimpulkan bahwa semakin tinggi celebrity endorsement dimediasi oleh harga maka image yang dimiliki oleh sebuah brand produk yang ditawarkan kepada konsumen remaja di Bandar Lampung akan semakin baik. Batasan utama dari penelitian ini hanya di lakukan pada konsumen remaja berumur 13 19 tahun di kota Bandar Lampung. Implikasi praktis disimpulkan bahwa semakin besar celebrity endorsement dimediasi oleh harga maka brand image produk yang dipasarkan kepada konsumen remaja akan semakin baik.
The Service Delivery and Customer Relation Management In Increasing the Customer Value Pandjaitan, Dorothy R. H.
Business and Management Review Vol 3, No 1 (2012): Desember
Publisher : Universitas Bakrie

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Abstract

Banking services can not be separated from customer in which banking service delivery is used as a common yardstick to evaluate the service delivery and how well the customer relation is managed by the bank. Bank is required to deliver its service in order to maintain its customer loyalty and to increase customer value. The objective of this research is to analyze the influence of service delivery and customer relation management toward customer value. The subjects of this research are customers of “Siger Mas” and the “Simpeda” savings of Bank of Lampung. Three sub variables consisting of the level supporting physical availability, the supporting conveniences facilities, and personal contacts were employed to measure the service performance. Three sub variables consisting of the process of creating the customer value, responsibility, and process product in another hand are used to measure customer relation management. Customer value was measured by the benefit indicators and sacrifice burden of the customers. It was succeeded to collect data from a total of 431 respondents consisting of all customers of the “Sigermas” and the “Simpeda” Savings from five branches and headquarter of Bank Lampung. Result shows that service delivery and customer relation management influence customer value. However, service delivery has stronger influence than the customer relation management. Keywords: service delivery, customer relation management, customer value, customer loyalty. DAFTAR PUSTAKA Brandy, Michael K., 1999, “An Explanatory Study of Service Value in The USA and Equador”. International Journal of Service Industry Management. Vol.10. Christopher, Martin; Payne, Adrian, Ballantyne, David, 2010, Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Jordan Hill, Butterwoorth Heinemann. Curry, Jay, Adam, 2000, The Customer Marketing Method: How to Implement and Profit from Customer Relationship Management, Free Press, New York.Garbarino, Ellen, Marks Johnson, 1999, “The Different Rules of Satisfaction, Trust and Commitement in Relationship”, Journal of Marketing, Vol.63. Gronroos, C., 2001, Service Management and Marketing, First Edition, Maxwell MacMillan Publishing, Singapore. Hair, F., Joseph Jr; Robert Bush, P., David Ortinau J., 2000,  Marketing Research, Within a Changing Information Environment, MacGraw Hill. Hughes, Althur Middleton, 2003, The Customer Loyalty Solution, What Works (and what doesn’t) in Customer Loyalty Programs, MacGraw Hill. Kotler, Phillip and Amstrong, 2003, Marketing Management, The Millenium Edition, Prentice Hall. Kotler dan Keller, 2009, Marketing Management: Analysis, Planning, Implementation and Control, New Edition, Prentice Hall International Inc, New Jersey. Palmer, Adrian, 2001, Principles of Service Marketing, MacGraw Hill International, USA. Pandjaitan, Dorothy Rouly, 2005, Pengaruh Ekuitas Merek terhadap loyalitas pelanggan pada nasabah bukan PNS di Bank Lampung, Tesis, Fakultas Ekonomi Padjajaran. Riza A.N., Rukmana, 2005, “Pengaruh Tuntutan Pelanggan dan Kinerja Bauran Pemasaran Jasa terhadap Nilai Pelanggan serta Dampaknya pada Pengguna Jasa Telekomunikasi”, Jurnal Informasi dan Pemasaran, Vol VII No.21. Edisi April 2005. Rust, Roland. Antony Zahorik, 2000, Customer Satisfaction, Customer Retention and Market Share, Journal of Service Marketing, Vol. 13. No.2 Sirdeshmukh, Deepak, Jagdip Singh, and Barry Sabol, 2002, “Customer Trust, Value, and Loyalty in Relationship Exchange”, Journal of Marketing, Vol.66. Sugiono Aritonang, 2008, Pengaruh kinerja ekuitas merek dan Customer Relationship Management terhadap keunggulan bersaing dan dampaknya terhadap loyalitas pelanggan (survey pelanggan mobil di Jabodetabek), Fakultas Ekonomi Program Doktor Pascasarjana Universitas Padjajaran, Bandung. Zeithaml, A., Valerie A., Parasuraman A., Berry L., Leonard, 2010, Delevering Quality Service: Balancing Customer Perceptions and Expectations, The Free Press, New Jersey. Zeithaml, A., Valerie A., Mary Jo Bitner, 2010, Service Marketing, Integrating Customer Focus Across the Firm, MacGraw Hill.
PENGARUH DAYA TARIK IKLAN, KOMPETENSI TENAGA PENJUAL, DAN PERSEPSI KUALITAS LAYANAN TERHADAP MINAT PENGGUNAAN JASA LAYANAN E-BANKING (STUDI KASUS PADA BNI KANTOR LAYANAN UNILA) Pandjaitan, Dorothy Rouly H.
Prosiding PESAT Vol 5 (2013)
Publisher : Prosiding PESAT

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Abstract

Tujuan penelitian ini adalah untuk mengetahui pengaruh daya tarik iklan, kompentensitenaga penjual dan persepsi kualitas layanan e-banking terhadap minat penggunaan ebankingBank BNI. Penelitian ini merupakan penelitian kuantitatif dengan teknik surveiyang melibatkan 95 orang nasabah Tabungan Plus Bank BNI Kantor LayananUniversita Lampung. Pengumpulan data menggunakan kuesioner, yang kemudiandianalisis menggunakan analisis regresi linier berganda. Hasil penelitian: (1) Daya tarikiklan , kompetensi tenaga penjual, dan kualitas layanan e-banking secara bersama-samaberpengaruh terhadap minat penggunaan jasa layanan e-banking Bank BNI, sebesar 47,5%, masing-masing variabel bebas menyumbangkan pengaruh 19,51 %, 14,61 %, dan 13,38%.; (2) Secara parsial daya tarik iklan berpengaruh positif sebesar 18,8 %, kompetensitenaga penjual berpengaruh positif sebesar 16,5 %, dan kualitas layanan e-bankingberpengaruh positif secara parsial terhadap minat penggunaan jasa layanan e-bankingBank BNI, sebesar 20,8 %. Artinya, kompetensi tenaga penjual jasa layanan e-bankingBank BNI sudah baik tetapi ternyata tidak cukup untuk meningkatkan minat nasabahuntuk menggunakan jasa layanan e-banking. Hal ini berarti kompetensi tenaga penjualbukan merupakan faktor dominan bagi nasabah untuk melakukan keputusan pembelian.Tenaga penjual menjadi salah satu sumber informasi nasabah untuk menjadi bahanpertimbangan dalam melakukan pembelian. Minat nasabah meningkat secarasignifikan dengan semakin meningkatnya kompetensi tenaga penjual. Tetapi yang perludisadari bahwa peningkatan minat tersebut belum pada akhirnya adalah keputusanuntuk melakukan pembelian. Demikian pula halnya pada kualitas layanan e-bankingdan daya tarik iklan.
Kualitas Pelayanan Terhadap Kepuasan Konsumen PT Pegadaian Outlet Kedaton di Bandar Lampung Saat Pandemi Covid-19 Ghin Erza Fortuna; Dorothy Rouly Haratua Pandjaitan
Jurnal Bisnis dan Manajemen (JBM) JBM Vol 18 (2022): Issue 1
Publisher : Faculty of Economics and Business University of Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23960/jbm.v18i0.394

Abstract

The covid-19 pandemic has had a broad impact on various sectors, such as the health, social, financial, and other sectors. In the economic sector, due to the pandemic, the number of unemployment increases, and many entrepreneurs close their outlets. Therefore, PT Pegadaian Outlet Kedaton is here to help ease the burden on the community by means that people don't have to sell their goods but only pawn the things they have. This study aims to determine the effect of service quality on customer satisfaction at PT Pegadaian Outlet Kedaton during the covid-19 pandemic. This study uses a non-probability sampling method with a purposeful sampling technique, with a sample of 100 respondents who have visited and made transactions at PT Pegadaian Outlet Kedaton during the covid-19 pandemic. This study indicates that the variables tangible, empathy, reliability, responsiveness, and assurance, have a significant positive effect on customer satisfaction. Keywords: Service Quality, Satisfaction, Consumer, Employee Performance, Pawnshop Abstrak Pandemi covid-19 berdampak secara luas pada berbagai sektor, diantaranya adalah sektor perekonomian. Pada sektor perekonomian dampaknya adalah pengangguran meningkat dan banyaknya pengusaha menutup gerai mereka karena adanya pandemi tersebut, dengan terjadinya hal seperti ini PT Pegadaian Outlet Kedaton membantu meringankan beban masyarakat dengan cara masyarakat tidak perlu menjual barangnya melainkan hanya menggadaikan barang yang masyarakat miliki. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsimen di PT Pegadaian Outlet Kedaton saat pandemi covid-19. Penelitian ini menggunakan metode non-probability sampling dengan tehnik purpose sampling, dengan sampel sebanyak 100 responden yang telah berkunjung serta melakukan transaksi di PT Pegadaian Outlet Kedaton selama pandemi covid-19. Hasil penelitian ini menunjukkan bahwa variabel bukti fisik, empati, keandalan, ketanggapan, dan jaminan berpengaruh positif secara signifikan terhadap kepuasan konsumen Kata kunci: Kualitas Pelayanan, Kepuasan, Konsumen, Kinerja Karyawan, Pegadaian
NIAT PEMBELIAN GREEN PRODUCT: PERAN KESADARAN DIRI MASYARAKAT, KEBANGGAAN, RASA BERSALAH, DAN KESADARAN MASYARAKAT Dwi Asri Siti Ambarwati; Dorothy R. H. Pandjaitan; Achmad Yahya Teguh Panuju
Jurnal Manajemen Terapan dan Keuangan Vol. 11 No. 2 (2022): Jurnal Manajemen Terapan dan Keuangan
Publisher : Program Studi Manajemen Pemerintahan dan Keuangan Daerah Fakultas Ekonomi dan Bisnis Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jmk.v11i2.18782

Abstract

Abstrak Saat ini. konsumen di dunia sangat memperhatikan dampak dari pemanfaatan produk terhadap lingkungan. Oleh karena itu, mereka membeli produk yang aman untuk alasan ini. Kondisi ini menjadi peluang bagi perusahaan untuk menciptakan merek di benak konsumen sehingga mereka dapat memasarkan produk tersebut secara efektif. Meskipun merek lokal yang berlabel green product di Indonesia cukup banyak, namun kecenderungan konsumen untuk menggunakan produk tersebut tidak sebesar di negara lain. Berdasarkan isu tersebut, penelitian ini bermaksud mengungkap alasan niat masyarakat Indonesia di Bandar Lampung untuk membeli produk perawatan kulit dengan menguji beberapa faktor penentu: kesadaran diri masyarakat, kebanggaan, rasa bersalah, dan kesadaran. Untuk itu, kami menggunakan survei berdasarkan 240 tanggapan dan menganalisisnya dengan model persamaan struktural berdasarkan kovarians untuk mencapai tujuan ini. Studi ini mengungkapkan niat ini dipengaruhi oleh kesadaran diri publik, kebanggaan, dan rasa bersalah secara positif. Pengaruh positif ini terjadi ketika peneliti memeriksa dampak perasaan bangga dan perhatian terhadap kesadaran diri atas publik. Kata Kunci: produk perawatan kulit berwawasan lingkungan, kebanggaan, rasa bersalah, kesadaran diri publik, niat beli.
Pengaruh Electronic Word of Mouth dan Citra Merek Terhadap Niat Beli Produk Kecantikan Avoskin Nanda Destyana Suci; Dorothy Rouly H. Pandjaitan; Nuzul Inas Nabila
Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS) Vol 4 No 2 (2022): November 2022
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/ekuitas.v4i2.2427

Abstract

In the 4.0 industrial era, internet development is increasing rapidly, which helps people easier to find information from product reviews on the internet. Based on that, the trend of product review content is booming on the internet. One of the beauty products primarily reviewed as content on the internet is the Avoskin product. In link with that condition, Because most people nowadays are supposed to listen to their friends or other people they think will understand better and see how well the image of a brand is, companies need to pay atention to the effect of ewom and brand image on purchase intention.This research is aimed to discover the effect of electronic word of mouth and brand image on the buying intention of Avoskin beauty products. The population in this research was the citizen of Bandar Lampung that recognized and were interested in purchasing Avoskin beauty products. This research was categorized as field research as the instrument of this research is questionnaires distributed to the respondents. 120 respondents made up the sample, which was selected by a purposive sampling method. The data were collected using a questionnaire that has been tested for validity and reliability. The data analysis in this study uses multiple linear regression. The results of this study imply that ewom and brand image significantly positively affect purchase intention.
Pengaruh Dimensi Motivasi Belanja Hedonis terhadap Pembelian Impulsif pada Situs Marketplace Shopee Misbah Arbaiah; Dorothy Rouly Pandjaitan; Dwi Asri Siti Ambarwati
Reviu Akuntansi, Manajemen, dan Bisnis Vol. 2 No. 1 (2022): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/rambis.v2i1.1477

Abstract

Purpose: This research is based on the online shopping trend which has increased in Indonesia and the Shopee marketplace site which has experienced a very significant increase in sales from previous years. Research methodology: This study aims to analyze the effect of the Hedonic Shopping Motivation Dimension on impulse buying. The population in this study are consumers who have made impulse purchases on the Shopee marketplace site. The sample in this study was taken using a purposive sampling method and determined by the Bernoulli formula. Results: The results of this study indicate that Idea Shopping (X3), Social Shopping (X4), and Relaxation Shopping (X5) have a positive and significant effect on Impulsive Purchases on the Shopee marketplace site. The results of this study indicate that the variable that has the most dominant effect on impulse buying is relaxation shopping and the variable that has the least effect is social shopping. Limitations: This research focuses on experience, idea, value, social and relaxation as independent variables; and the competitive advantage as dependent variable. Contribution: This research explains the effect on Impulsive Purchases on the Shopee marketplace site and also the implications of marketing management theory.
An Analysis of Brand Awareness Influence on Purchase Intention in Bandar Lampung City S Online Transportation Service (Study on Y Generation Consumers) Pandjaitan, Dorothy Rouly Haratua
Economics and Business Solutions Journal Vol. 3 No. 2 (2019): Economics and Business Solutions Journal
Publisher : Universitas Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (559.069 KB) | DOI: 10.26623/ebsj.v3i2.1578

Abstract

A brand has a value that is delivered to the consumer. Services are everything that the consumers want to use and enjoy. In the transportation service industry, the best service is to create value services that can attract consumers to use the service. The object of ths study is consumers from the Y Generation. The Y Generation is a society group whose members are 26 years old and above, where the main two factors in relation to their needs is comfort and security. The Go-Jek brand is a well-known transportation services brand throughout Indonesia. The conclusion of this study is the high brand value of Go-Jek brand is increases the intention of using Gojek services especially from the Y Generation consumers. The implication of this study is that Go-Jek Company must utilise Y Generation consumer needs such as comfort and an alternative path for travelling so then the consumer can arrive at the destination faster.
The Effect of Trust on Customer Loyalty through Customer Satisfaction Susanto, Erlans Firman; Pandjaitan, Dorothy Rouly Haratua
Jurnal Ilmiah Manajemen Kesatuan Vol. 12 No. 1 (2024): JIMKES Edisi Januari 2024
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v12i1.2404

Abstract

The growth of the tourism sector in Indonesia, particularly in the fast-food restaurant industry, has created significant investment opportunities. The phenomenon of lifestyle changes in urban communities, where time is a crucial factor, has driven interest in convenient and easily accessible fast-food. McDonald's, as a key player in this industry, continues to develop adaptive marketing strategies by introducing innovations and attractive promotions. Customer trust and satisfaction are the keys to maintaining and expanding market share. This research aims to investigate the influence of trust on customer satisfaction and loyalty, and whether trust affects customer loyalty through customer satisfaction, focusing on McDonald's consumers in Bandar Lampung. A quantitative research method with a deductive approach was employed, and a sample of 110 respondents was selected using purposive sampling. Data analysis involved statistical methods and the Smartpls 4.0 application. The research results indicate that trust has a positive and significant impact on customer satisfaction and loyalty. The implications of these findings provide insights for companies, especially McDonald's, to enhance customer trust and satisfaction in efforts to maintain competitiveness in the competitive fast-food industry.
Pengaruh Key Opinion Leader (KOL) dan Negative Electronic Word Of Mouth (E-WOM) Terhadap Minat Beli Produk Luxcrime Azizah, Althaffiani Rosa; Pandjaitan, Dorothy Rouly Haratua; Husna, Nurul
Jurnal Mirai Management Vol 9, No 1 (2024)
Publisher : STIE AMKOP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/mirai.v9i1.7305

Abstract

Introduction/Main Objectives: Penelitian ini bertujuan untuk menganalisis pengaruh Key Opinion Leader (KOL) dan Negative Electronic Word of Mouth (eWOM) terhadap minat beli produk Luxcrime. Penelitian ini menggunakan metode kuantitatif dengan 110 calon konsumen yang merupakan pengguna media sosial. Data dikumpulkan melalui kuesioner online dan dianalisis dengan menggunakan regresi linear berganda. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif yang signifikan dari Key Opinion Leader (KOL) dan Negative Electronic Word of Mouth (eWOM) terhadap minat beli produk Luxcrime. KOL memiliki pengaruh yang lebih besar dibandingkan dengan Negative Electronic Word of Mouth (eWOM). Hal ini menunjukkan bahwa Key Opinion Leader (KOL) memiliki peran yang lebih penting dalam mempengaruhi minat beli konsumen dibandingkan dengan Negative Electronic Word of Mouth (eWOM) .Penelitian ini memiliki beberapa implikasi bagi Luxcrime. Pertama, Luxcrime perlu menjalin kerjasama dengan Key Opinion Leader (KOL) yang tepat untuk meningkatkan minat beli konsumen. Kedua, Luxcrime perlu memantau Negative Electronic Word of Mouth (eWOM) dan mengambil langkah-langkah yang tepat untuk mengatasinya. Ketiga, Luxcrime perlu meningkatkan kualitas produk dan layanannya untuk meningkatkan kepuasan konsumen dan mengurangi Negative Electronic Word of Mouth (eWOM) Keywords: Key Opinion Leader, Negative Electronic Word of Mouth, Minat Beli, Produk Luxcrime
Co-Authors Achmad Yahya Teguh Panuju Azizah, Althaffiani Rosa Dimaz Satritama Alwan Dwi Asri Siti Ambarwati Fidyandini, Hilma Putri Ghin Erza Fortuna Gumay, Elsa Christy Misbah Arbaiah Mudji Rachmat Ramelan Munti Sarida Mutia Amalia Nabila Dafiya Azhar Nanda Destyana Suci Nurul Husna Nuzul Inas Nabila Nuzul Inas Nabila Nuzul Inas Nabila, Nuzul Inas Satria Bangsawan Suci, Nanda Destyana Susanto, Erlans Firman Syauqi, Muhammad Ryan Triana Rospita Andharilla Yuliansyah, Ari