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All Journal Asia-Pacific Management and Business Application International Journal of Applied Business and International Management
Muhammad Maladi, Muhammad
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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The Impact of Service Quality, Company Image and Switching Barrier on Customer Retention: Mediating Role of Customer Satisfaction Maladi, Muhammad; Nirwanto, Nazief; Firdiansjah, Achmad
International Journal of Applied Business and International Management Vol 4, No 2 (2019): August 2019
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v4i2.567

Abstract

A conceptual outline is offered that explore the consequences of service quality, company image, switching barriers on customer retention mediated by customer satisfaction at LB-LIA Banjarmasin. To test the framework, structural equation modelling technique is applied to data gathered from 141 students in this informal education institution. The results revealed that service quality has substantial effect on customer satisfaction and customer retention, corporate image has an effect on customer satisfaction while switching barriers do not significantly influence customer satisfaction or customer retention and lastly customer satisfaction has a major effect on customer retention. It is recommended that service quality, corporate image and customer satisfaction be maintained and switching barrier needs to be improved.
The Models of Human Resource Development in Preparing Prisoners for Entrepreneurship in Banjarmasin Arifin, Zainal; Syam, Akhmad Yafiz; Maladi, Muhammad
APMBA (Asia Pacific Management and Business Application) Vol. 2 No. 2 (2013)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2013.002.02.1

Abstract

Tendency to ex-prisoners back into previous environment after being released from the detention center is a phenomenon that raises a big question. Although training programs have become routine activities provided by the government every year and inmates are trained in various skills in preparation for their after-free, some still choose to return to the criminal world.  Empirical studies show that there are two main causes, namely (1) the training program is given to make them skilled workers that after they acquire freedom no company will hire former prisoners, (2) there are constraints such as capital and knowledge emerge as for those starting and running a business. A new approach is necessary for construction problems. This study attempts to test the model of human resource development for former prisoners to prepare them for entrepreneurship. This study is the first step in testing the model of development of human resources for ex-prisoners to prepare them for entrepreneurship. In this study, the object to be examined is inmates of a prison in Banjarmasin. The data collection is done by filling in questionnaires, in-depth interviews to 150 inmates of their last year before the end of the period of detention, business confidence surveys, training and mentoring consultancy. The results from the test using MSC-T Miner questionnaire method showed 100 of the 150 prisoners have entrepreneurial potential. 100 people have been matched with their preferred business qualifications only 50 people who have interest in accordance with market rates. Intervention by the research team is to provide motivation and knowledge about entrepreneurship and personality development showed better results than before the intervention of the 50 inmates in preparing for entrepreneurship.
Co-Authors Akhmad Yafiz Syam, Akhmad Yafiz Firdiansjah, Achmad Nirwanto, Nazief Zainal Arifin