Article Per Year (5 Year)
p-Index From 2021 - 2026
0.61
P-Index
This Author published in this journals
All Journal Jurnal Ilmiah Manajemen dan Bisnis Jurnal Manajemen Pemasaran dan Perilaku Konsumen Jurnal Kewirausahaan dan Inovasi
Rofiaty , Rofiaty
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 3 Documents
Search

 1 
The Effect of Service Quality and Perceived Value on Customer Satisfaction and Its Impact on Customer Loyalty Hadiputro, Mohamad Fauzan Muzhaffar; Rofiaty , Rofiaty
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 3 No. 2 (2024)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2024.03.2.24

Abstract

This research aims to determine the effect of service quality and perceived value on customer satisfaction and its impact on customer loyalty at Araya Golf Course. This research’s type is causal analysis research. A sample size of 100 respondents were used. The respondents were customers at Araya Golf Course. Likert scale was utilized in the research instrument and path analysis model was employed. The instrument test in this study is the validity test and the reliability test. The test results show a positive and significant effect of Service Quality on Customer Loyalty through Customer Satisfaction. The results of this research also show that there is a positive and significant effect of Perceived Value on Customer Loyalty through Customer Satisfaction.   Abstrak Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan dan nilai yang dirasakan terhadap kepuasan pelanggan dan pengaruhnya terhadap loyalitas pelanggan di Lapangan Golf Araya. Jenis penelitian ini adalah penelitian analisis kausal. Penelitian ini menggunakan ukuran sampel sebanyak 100 Responden. Responden yang dipilih dalam penelitian ini adalah seluruh pelanggan di Lapangan Golf Araya. Instrumen penelitian ini menggunakan skala Likert. Dalam penelitian ini digunakan model analisis jalur. Uji instrumen dalam penelitian ini adalah uji validitas dan uji reliabilitas. Hasil pengujian menunjukkan bahwa terdapat pengaruh positif dan signifikan Service Quality terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan. Hasil penelitian ini juga menunjukkan bahwa terdapat pengaruh positif dan signifikan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan.
PENGARUH KEMAMPUAN MANAJERIAL DAN STRATEGI KAPABILITAS DINAMIS TERHADAP KINERJA USAHA Apsari, Gita Kartika; Rofiaty , Rofiaty
Jurnal Kewirausahaan dan Inovasi Vol. 2 No. 2 (2023)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jki.2023.02.2.18

Abstract

As age develops, business challenges escalate, and business environmental changes become more dynamic. These conditions require MSMEs to be more adaptive in applying strategies aimed at maintaining competitive advantages and boosting business performance. The objective of this quantitative research is to elucidates the causal relationship between its variables through hypothesis testing. Using purposive sampling, 55 owners of MSMEs that are still active in their sales and production during the research period were selected as the respondents. The data was harvested from questionnaires and interviews and analyzed using multiple linear regression in SPSS version 25. The results prove that managerial skill and dynamic capability partially have significant impacts on the business performance of the said MSMEs and that managerial skills and dynamic capabilities simultaneously pose some effects on the enterprises’ business performance. Therefore, it can be concluded that most of the MSME owners are capable of managing their business although it is not accomplished regularly and in a structured way. They also can apply the dynamic capability strategy well as their effort of overcoming the dynamic business environmental changes.
The Impact of Service Quality and Health Awareness on Customer Satisfaction and Loyalty: A Study on Perumda Tugu Tirta Rofiaty , Rofiaty; Hidayatinnisa, Nurul
Jurnal Ilmiah Manajemen & Bisnis Vol 9 No 2 (2024)
Publisher : Universitas Pendidikan Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38043/jimb.v9i2.6026

Abstract

This study aims to determine and analyze the effect of service quality and health awareness of drinking water products on customer satisfaction and loyalty at Perumda Air Minum Tugu Tirta, Malang City, in 2024. The novelty of this research lies in the measurement of service quality through indicators such as: requirements, system mechanisms and procedures, completion time, costs/tariffs, product specifications, types of services, executor competence, executor behavior, handling of complaints, suggestions and feedback, facilities and infrastructure, product quality, and distribution. Additionally, the novelty of this study is the inclusion of customer health awareness as an independent variable. The population consists of all customers, with a sample of 400 customers who are making payments at the counters of the Perumda Tugu Tirta office in Malang City. This sample was chosen because customers can directly assess the quality of service. The results show that service quality can increase customer satisfaction and loyalty, while health awareness does not significantly affect customer satisfaction and loyalty. Customer satisfaction mediates the effect of service quality on customer loyalty but does not mediate the effect of health awareness on customer loyalty. The impact of service quality on customer satisfaction is significant, even through the mediation of health awareness. The findings indicate that customer behavior in consuming clean water does not prioritize health awareness, as customers rely on the fact that Perumda Tugu Tirta Malang City has received halal certification from the Indonesian Ulema Council (MUI) as well as certifications from the Ministry of Health. The results of this study offer valuable insights and suggestions for service improvements for the company and provide solutions to issues raised by customer complaints. Thus, the findings can serve as guidelines for future policy decisions. Keywords: Service Quality, Customer Awareness of Health, Satisfaction and, Customer Loyalty.
Co-Authors Apsari, Gita Kartika Hadiputro, Mohamad Fauzan Muzhaffar Hidayatinnisa, Nurul