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All Journal Jurnal Hospitality dan Manajemen Jasa Gadjah Mada International Journal of Business Indonesian Journal of Sustainability Accounting and Management Jurnal Manajemen Pemasaran Petra International journal of Business Studies (IJBS) Humaniora Jurnal Manajemen dan Kewirausahaan International Journal of Organizational Behavior and Policy Indonesian Journal of Sustainability Accounting and Management
Hatane Semuel
Universitas Kristen Petra, School of Business and Management, Surabaya, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Health Professions

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PENILAIAN KELOMPOK KRITIS TERHADAP SOSIALISASI INPRES NO.10. TAHUN 2005 Suatu Tinjauan dari Sudut Pemasaran Sosial Hatane Semuel; Foedjiawati Foedjiawati
Jurnal Manajemen Pemasaran Vol. 1 No. 1 (2006): APRIL 2006
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (285.919 KB) | DOI: 10.9744/pemasaran.1.1.

Abstract

Government intervention in designing the public policy through Inpres No. 10, 2005, with the regulation pattern, consumer education, and incentive has got various responses from critical groups such as university students, professionals, and society in general. The response of the intervention from consumer education pattern and incentive has also got a positive response from each group compared to the regulation pattern. There is a positive effect between trust and evaluation from the three patterns towards the changing of consumer attitude. Abstract in Bahasa Indonesia : Intervensi pemerintah dalam membuat kebijakan publik melalui Inpres No.10. Tahun 2005, dengan pola regulasi, edukasi konsumen, dan insentif, mendapat penilaian yang beragam dari kelompok kritis (mahasiswa, professional, dan masyarakat umum). Penilaian intervensi pola edukasi konsumen dan insentif mendapat nilai positip dari setiap kelompok, dibandingkan dengan pola regulasi. Terdapat pengaruh positip antara kepercayaan, dan evaluasi dari ketiga pola terhadap perubahan sikap konsumen. Kata kunci: inpres, kebijakan publik, kepercayaan, evaluasi, sikap.
EKSPEKTASI PELANGGAN DAN APLIKASI BAURAN PEMASARAN TERHADAP LOYALITAS TOKO MODEREN DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING Studi Kasus pada Hypermarket Carrefour di Surabaya Hatane Semuel
Jurnal Manajemen Pemasaran Vol. 1 No. 2 (2006): OCTOBER 2006
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (209.065 KB) | DOI: 10.9744/pemasaran.1.2.

Abstract

This research on customer behavior of modern stores is to investigate the direct influence between customer expectation and retail marketing mix application towards customer loyalty of modern stores in Surabaya. In addition to this, it is also to see indirect influence of customer satisfaction as an intervening variable. 400 customers of Carrefour Surabaya are taken as samples, and the result of the research proves that there is a negative direct influence of customer expectation as well as customer satisfaction towards customer loyaly of modern stores.; while retail marketing mix application has a positive influence. Retail marketing mix application has more dominant influence than customer expectation. The result of the research also shows that customer satisfaction has positive intervening between customer expectation retail marketing mix application towards customer loyalty of modern stores in Surabaya. Abstract in Bahasa Indonesia : Penelitian tentang perilaku pelanggan toko moderen untuk melihat pengaruh langsung antara ekspektasi pelanggan, aplikasi bauran pemasaran eceran, terhadap loyalitas pelanggan di Surabaya. Selain itu melihat pengaruh tidak langsung dengan kepuasan pelanggan sebagai variabel intervening. 400 pelanggan Carrefour Surabaya diambil sebagai sampel, dan hasil penelitian membuktikan bahwa terdapat pengaruh langsung secara negatip antara ekspektasi pelanggan terhadap loyalitas maupun kepuasan pelanggan, sedangkan aplikasi bauran pemasaran eceran berpengaruh positip. Aplikasi bauran pemasaran eceran mepunyai pengaruh yang lebih dominan dibandingkan ekspektasi pelanggan. Hasil penelitian juga membuktikan bahwa kepuasan pelanggan merupakan intervening positip antara ekspektasi pelanggan dan aplikasi bauran pemasaran eceran terhadap loyalitas pelanggan toko moderen di Surabaya. Kata kunci: ekspektasi pelanggan, bauran pemasaran eceran, loyalitas.
PERILAKU DAN KEPUTUSAN PEMBELIAN KONSUMEN RESTORAN MELALUI STIMULUS 50% DISCOUNT DI SURABAYA Hatane Semuel; Annette Veronica Kosasih; Hellen Novia
Jurnal Manajemen Pemasaran Vol. 2 No. 2 (2007): OCTOBER 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (61.909 KB) | DOI: 10.9744/pemasaran.2.2.

Abstract

The use of ”50% discount” promotion is an interesting phenomenom in retail business, especially as one of the marketing strategies within the company. It can also be used as a stimulus towards customer purchase decision. This research is trying to see the impact of the stimulus towards the customer purchase decision when they dine in restaurants in Surabaya. This customer behavior is studied from the factors influencing that behavior, such as social, personal, psychological and cultural factors; whereas the customer purchase decision is studied from the decision making process, which is decided into fully planned purchase, partially planned purchase and unplanned purchase. The result of the research, which is taken from 100 respondents, shows that ”50% discount” stimulus from social, psychological and factors have positive influences significantly towards the customer purchase desision. Whereas, from cultural and personal factors, it has no influence on the customer purchase decision. Abstract in Bahasa Indonesia: Penggunaan promosi “50% Discount” merupakan sebuah fenomena yang menarik di kalangan bisnis ritel, sebagai salahsatu strategi pemasaran perusahaan. Penggunaaan strategi pemasaran dengan 50% Discount di restoran dapat menjadi stimulus terhadap keputusan pembelian konsumen. Penelitian ini mencoba melihat pengaruh stimulus tersebut terhadap perilaku pengambilan keputusan pembelian konsumen restoran di Surabaya. Perilaku konsumen diamati melalui faktor-faktor yang mempengaruhi perilaku tersebut, yaitu faktor sosial, faktor personal, faktor psychological, dan faktor cultural, sedangkan keputusan pembelian diamati melalui bentuk proses pengambilan keputusan pembelian, dan digolongkan dalam Fully Planned Purchase, Partially Planned Purchase, dan Unplanned Purchase. Hasil penelitian dari 100 responden menunjukan bahwa stimulus “50% Discount”yang diberikan melalui faktor sosial dan psychological berpengaruh positif significan terhadap perilaku pengambilan keputusan, sedangkan faktor culture dan faktor personal tidak berpengaruh terhadap perilaku pengambilan keputusan pembelian konsumen. Kata kunci: perilaku konsumen, 50% discount, keputusan pembelian, restoran.
ANALISIS TINGKAT BRAND LOYALTY PADA PRODUK SHAMPOO MEREK “HEAD & SHOULDERS” Johannes Marthin; Hatane Semuel
Jurnal Manajemen Pemasaran Vol. 2 No. 2 (2007): OCTOBER 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (155.683 KB) | DOI: 10.9744/pemasaran.2.2.

Abstract

This research is to know level of brand loyalty of shampoo Head & Shoulders and pyramid of brand loyalty, which consist of switcher buyer, habitual buyer, satisfied buyer, liking of the brand, and committed buyer of shampoo Head & Shoulders. Result of this research up on 1200 respondents indicate that: (1) Shampoo Head & Shoulders have consumer which at most at committed buyer, that is 91.25%, so that concluded nicely. (2) Percentage of switcher buyer, habitual buyer, satisfied buyer, liking of the brand, and committed buyer of shampoo Head & Shoulders successively is 18.50%, 42.08%, 79.67%, 86.60%, and 91.25%, so that pyramid of brand loyalty is like inversed pyramid. This matter indication that brand of Head & Shoulders have strong brand equity. Abstract in Bahasa Indonesia: Penelitian ini bertujuan untuk mengetahui tingkat brand loyalty konsumen atas shampoo merek Head & Shoulders dan mengetahui susunan piramida loyalitas, yang meliputi switcher, habitual buyer, satisfied buyer, liking of the brand, dan committed buyer atas shampoo merek Head & Shoulders. Hasil penelitian atas 1200 orang pelanggan menunjukkan bahwa: (1) Shampoo merek Head & Shoulders mempunyai konsumen yang paling banyak pada tingkat committed buyer, yaitu 91,25%, sehingga disimpulkan bagus. (2) Prosentase switcher buyer, habitual buyer, satisfied buyer, liking of the brand, dan committed buyer atas shampoo merek Head & Shoulders berturut-turut adalah 18,50%, 42,08%, 79,67%, 86,60%, dan 91,25%, sehingga susunan piramida loyalitas adalah seperti piramida terbalik. Hal ini mengindikasikan bahwa merek Head & Shoulders memiliki brand equity yang kuat. Kata kunci: brand loyalty, switcher, habitual buyer, satisfied buyer, liking of the brand, committed buyer.
PENGARUH STIMULUS MEDIA IKLAN, UANG SAKU, USIA, DAN GENDER TERHADAP KECENDERUNGAN PERILAKU PEMBELIAN IMPULSIF (STUDI KASUS PRODUK PARIWISATA) Hatane Semuel
Jurnal Manajemen Pemasaran Vol. 2 No. 1 (2007): APRIL 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (193.053 KB) | DOI: 10.9744/pemasaran.2.1.

Abstract

The aim of this reseach is to test the effect of advertising stimulus through audiovisual media, picture animation, online text and offline text, student’s pocket money, age and gender on tendency of impulsive buying behavior. The design of the research is in the form of experimental factorial design by using media format as the treatment factor. Findings shows that there is a different stimulus factor between online media format with offline media. Eventhogh online media format has significant stimulus effect on tendency of impulsive buying behavior, audio visual media and text in the form of picture animation media have stronger effect. The result also show that student’s pocket money, age and gender have no effect on impulsive buying behavior tendency. The result is contradictory with findings from previous research that shows an effect of those factors on impulsive buying behavior for offline physical products. Abstract in Bahasa Indonesia: Penelitian ini bertujuan untuk menguji pengaruh stimulus iklan melalui format media audio-visual, animasi gambar, dan teks gambar secara online dan teks gambar secara offline, uang saku, umur, dan gender terhadap kecenderungan perilaku pembelian impulsif. Desain penelitian berbentuk rancangan percobaan faktorial dengan memasukan format media sebagai faktor perlakuan. Hasil penelitian menunjukan bahwa terdapat perbedaan pengaruh stimulus antara format media online dengan offline. Walaupun secara total format media online mempunyai pengaruh stimulus yang signifikan terhadap kecenderungan perilaku pembelian impulsif, ternyata format media audio visual dan teks gambar mempunyai pengaruh yang lebih kuat dari bentuk format media animasi gambar. Hasil penelitian menemukan juga, bahwa tidak terdapat pengaruh uang saku, umur, dan gender terhadap kecenderungan perilaku pembelian impulsif. Hal ini berbeda dengan hasil penelitan sebelumnya, yang menemukan bahwa faktor-faktor tersebut berpengaruh terhadap perilaku pembelian impulsif produk-produk phisik secara offline. Kata kunci: online, impulsif, media online, produk pariwisata.
PENGARUH SIKAP, PERSEPSI NILAI DAN PERSEPSI PELUANG KEBERHASILAN TERHADAP NIAT MENYAMPAIKAN KELUHAN (STUDI KASUS PADA PERUSAHAAN ASURANSI AIG LIPPO SURABAYA) Foedjiawati Foedjiawati; Hatane Semuel
Jurnal Manajemen Pemasaran Vol. 2 No. 1 (2007): APRIL 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (203.567 KB) | DOI: 10.9744/pemasaran.2.1.

Abstract

Research on the effect of attitude, perceived value, and perceived likelihood of successful complaint on customer complaint intention is conducted on 200 custmers of AIG Lippo Insurance in Surabaya. Findings shows that the group of potential customer s come from private company employees, and entrepreneur background with mor than 3.5 million rupiahs of income and more than 2.5 million rupiahs of expenses per month. The result also show that the three variables; attitude, perceived value, perceived likelihood of successful complaint have positive effect on customer complaint intention. Eventhough all variables have positive effect, cost and benefit consideration as indicator of perceived value has stronger effect on customer complaint intention. Abstract in Bahasa Indonesia: Penelitian tentang Pengaruh Sikap, Persepsi Nilai dan Persepsi Peluang sukses terhadap Niat menyampaikan Keluhan dilakukan terhadap 200 pelanggan Asuransi AIG Lippo di Surabaya. Terungkap dari hasil penelitian, kelompok nasabah potensial adalah kelompok pekerja swasta dan wiraswasta dengan pendapatan lebih dari Rp. 3.5 juta per bulan dan pengeluaran lebih dari Rp. 2.5 juta per bulan. Dari hasil pengujian data diungkapkan bahwa ketiga variabel Sikap, Persepsi terhadap nilai keluhan dan persepsi terhadap peluang keberhasilan keluhan berpengaruh secara positip terhadap niat menyampaikan keluhan, Walaupun terdapat pengaruh positip dari ketiga variabel tadi, namun pertimbangan manfaat dan biaya sebagai indikator persepsi nilai mempunyai pengaruh yang lebih kuat terhadap niat menyampaikan keluhan. kata kunci: sikap, perspsi nilai, keluhan.
CORPORATE SOCIAL RESPONSIBILITY, PURCHASE INTENTION DAN CORPORATE IMAGE PADA RESTORAN DI SURABAYA DARI PERSPEKTIF PELANGGAN Hatane Semuel; Elianto Wijaya
Jurnal Manajemen Pemasaran Vol. 3 No. 1 (2008): APRIL 2008
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (681.554 KB) | DOI: 10.9744/pemasaran.3.1.pp. 35-54

Abstract

This research is done to find out the implementation of Corporate Social Responsibility (CSR) towards purchase intention in some restaurants in Surabaya by using corporate image as an intervening variable. There are 105 respondents who become the customers of some restaurants implementing CSR. CSR is viewed from triple bottom line dimensions, which are economic dimension, social dimension, and environmental dimension. The research shows that Corporate Social Responsibility (CSR) has direct influence on purchase intention as well as corporate impage; whereas corporate image has influenced directly on purchase intention. In this case corporate image serves as an intervening variable between Corporate Social Responsibility and purchase intention.
SERVICE QUALITY, PERCEIVE VALUE, SATISFACTION, TRUST, DAN LOYALTY PADA PT. KERETA API INDONESIA MENURUT PENILAIAN PELANGGAN SURABAYA Hatane Semuel; Nadya Wijaya
Jurnal Manajemen Pemasaran Vol. 4 No. 1 (2009): APRIL 2009
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (219.352 KB) | DOI: 10.9744/pemasaran.4.1.pp. 23-37

Abstract

This research is to analyze service performance of PT Kereta Api Indonesia (KAI) from five dimensions of SERVQUAL. It is also to analyze the relationship among service quality, perceived value, customer satisfaction, trust and customer loyalty. The populations of this research are all train passengers who have used the service of PT KAI in Surabaya station.The writer uses convenience sampling by distributing questionnaires to 400 respondents from some departing train stations in Surabaya. The results show that service performance of PT KAI, according to its customers, is good. In addition to this, the research also shows that SRVQUAL and perceived value has direct positive influences on customer satisfaction, and customer satisfaction has a direct positive influence on trust and customer loyalty. In the analysis, it also shows that trust has a positive influence on customer loyalty, eventhough it is not significant. Thus, customer satisfaction has become an intervening variable between SERVQUAL and perceived value towards customer loyalty. It also serves as an intervening variable between SERVQUAL and perceived value towards trust. However, trust cannot serve as an intervening variable between customer satisfaction and customer loyalty.
CUSTOMER RELATIONSHIP MARKETING PENGARUHNYA TERHADAP KEPERCAYAAN DAN LOYALITAS PERBANKAN NASIONAL Hatane Semuel
Jurnal Manajemen Pemasaran Vol. 7 No. 1 (2012): APRIL 2012
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (237.289 KB) | DOI: 10.9744/pemasaran.7.1.33-41

Abstract

Customer relationship marketing or CRM is one of service quality form measured through commitment, communication, and complains handling. Customer trust and loyalty are expected to improve by managing those three dimensions of CRM. This research conducted to confirm CRM theoretical model in national banking industry. There are 165 respondents who participate in this research. Data are analyzed using Generalized Structured Component Analysis (GSCA). The result verifies that commitment and complaint handling of National Bank have positive effect to customer trust and customer loyalty. However, this research disconfirms communication effect to customer trust. Empirical model suggest that customer trust is intervening variable which connects CRM to customer loyalty.
ANALYSIS CRM, KEPUASAN PELANGGAN DAN LOYALITAS PRODUK UKM BERBASIS BAHAN BAKU TERIGU DI JAWA TIMUR Dzikiryati Yuni Ersi; Hatane Semuel
Jurnal Manajemen Pemasaran Vol. 8 No. 1 (2014): APRIL 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (402.801 KB) | DOI: 10.9744/pemasaran.8.1.1-8

Abstract

Customer relationship management (CRM) is part of a marketing strategy to satisfy and maintain customer loyalty. CRM can be a stimulus to customer satisfaction and loyalty, that the right CRM impact on satisfaction and will affect customer loyalty. The study population is the whole wheat flour SME customers in East Java, and a sample of 139 SME owners were selected by convenience sampling technique, and the analysis technique used is model of Structural Equation Modeling (SEM). The research proves that CRM has a positive effect on customer satisfaction and satisfaction has a positive effect on loyalty. CRM does not have a direct influence on customer loyalty.
Co-Authors Adi Suryanata Lianto Alvin Tanggara Amelia Tanto Angeline Sugiarto Yusuf Anindya Selviana Putrianti Annette Veronica Kosasih Cristian Alianto Cyndy Fransisca D., Devie Devie Devie Devie Deviesa Dzikiryati Yuni Ersi Elianto Wijaya Ervina Fernandes Ervina Fernandes Felicia Prayogo Wibowo Foedjiawati Foedjiawati Gomes I., Nadya Gomes I. Graciella Tanaya Gregorios Ronald Hellen Novia Hendri Kwistianus I Gusti Ayu Purnamawati Irene Susilo Jean-Marc Dautrey Jennifer Eugene Chandra Jeremy Limanto Johannes Marthin Josua Tarigan Josua Tarigan Julian Wibisono Kelvin Yohanes Setiawan Kusuma, Onny Limanto, Jeremy Mayesa Wedysiage Melinda Yunita Melly Irna Natasya Hoetomo Michael Adiwijaya Michael Adiwijaya Michael Adiwijaya Nadya Wijaya Ogi Dhaneswari Daraninggar Onny Kusuma Putrianti, Anindya Selviana Reynaldi Susanto Putra Saarce Elsye Hatane Serli Wijaya Yenni Mangoting