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Saptianipo Aprilia Safitri, Saptianipo Aprilia
Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro
Decision Sciences, Operations Research & Management

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ANALISIS PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN, DAN NILAI PELANGGAN DALAM MENINGKATKAN LOYALITAS PELANGGAN ASRI MOTOR Safitri, Saptianipo Aprilia; Sugiono, Sugiono
Diponegoro Journal of Management Volume 4, Nomor 1, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (143.159 KB)

Abstract

The aims of this research are to determine the effects of service quality, customer satisfaction, and customer value toward the customer loyalty of Asri Motor Semarang.            The Variable in this study consists of four variable, where in the first stage the variable customer satisfaction and customer value into a variable-free, while customer satisfaction variable will be variables bound. Then in the second stage variable service quality, customer satisfaction and customer value into a variable of mediation. The sample in this study of 100 respondents ( Customer of Asri Motor Semarang ). Samples taken with the accidental sampling techniques. Then the data collected through questionnaires conducted tests of validity and reliability, continued with the normality of data and path analysis.            Results of analysis showed that the quality of service : direct or indirect effect on customer loyalty (through customer satisfaction ). The variable quality of service directly most of its influence on customer satisfaction and customer loyalty. While the value  of customers is the variable that most directly affects small towards customers satisfaction and customer loyalty. Then indirectly influence  the quality of service greater its effect on customer loyalty, through the mediation of customer satisfaction rather than variable to value costumers.
ANALISIS PENGARUH PROMOSI, WORD OF MOUTH, DAN BRAND AWARENESS TERHADAP PEMBENTUKAN MINAT BELI PADA COFFEE GROOVE SEMARANG Safitri, Saptianipo Aprilia; Suharnomo, Suharnomo
Diponegoro Journal of Management Volume 4, Nomor 1, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (143.159 KB)

Abstract

The purpose of the research is to analyze the impact of promotions, word of mouth and brand awareness regarding intention to buy at Coffee Groove Semarang. The subject of this research is Coffee Groove’s customer. Samples used in this research are 100 respondents with random sampling technique method. It’s used to collect data by survey with questionnaires. Technique that used in the research to get the result is multiple linear regression technique. Analyzing data by using a multiple linear regression’s technique, result shown is that Y = 0,328X1 + 0, 287X2 + 0,143X3. It interprets that the promotion, word of mouth, and brand awareness possess positive effect towards intention to buy. Because of the significant value of promotion and word of mouth is less than 0,05 and the significant value of brand awareness is more than 0,05 so, that can be concluded that there is effect of  promotion and word of mouth significantly related intention to buy at Coffee Groove Semarang and there is not the affect of brand awareness significantly towards intention to buy at Coffee Groove Semarang.
Co-Authors Sugiono Sugiono Suharnomo Suharnomo