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Jurnal Ilmu Administrasi Bisnis
Published by Universitas Diponegoro
ISSN : -     EISSN : 27461297     DOI : 10.14710/jiab
Core Subject : Economy,
Economics, Econometrics & Finance
Jurnal Ilmu Administrasi Bisnis diterbitkan oleh Jurusan Ilmu Administrasi Bisnis Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro.
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Articles 1,510 Documents
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Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Pada Du Cafe Semarang) Regina, Christin; Daryanto Seno, Agus Hermani
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

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Abstract: This study aims to determine consumer perceptions of product quality, consumer perceptions of service quality, the level of customer satisfaction that occurs at Du Cafe, the magnitude of the influence of product quality on customer satisfaction, the magnitude of the influence of service quality on customer satisfaction, and the magnitude of the influence of product quality and service quality. on customer satisfaction. The results of this study indicate that consumer perceptions of product quality tend to be good, service quality tends to be good, and levels of customer satisfaction are high. Partially, product quality has a positive effect (1.222) and is significant at t-count (11.273) and the coefficient of determination is 56.5%. Service quality partially has a positive effect of (0.642) and is significant for t-count (11.088) and the coefficient of determination is 55.6%. Product quality and service quality simultaneously have a positive effect with the results of 0.732 and 0.372 and also have a significant effect of F-count (94.394). Based on these results, it is suggested that Du Cafe be able to improve product quality, especially in terms of the uniqueness of food and beverages, service quality in terms of employee speed in providing food and beverages and speed of employee response so that consumers want to come back and recommend Du Cafe to other parties. Keywords: Product Quality; Service Quality; Customer Satisfaction  Abstrak: Penelitian ini bertujuan untuk mengetahui persepsi konsumen mengenai kualitas produk, persepsi konsumen mengenai kualitas pelayanan, tingkat kepuasan konsumen yang terjadi pada Du Cafe, besarnya pengaruh kualitas produk terhadap kepuasan konsumen, besarnya pengaruh kualitas pelayanan terhadap kepuasan konsumen, dan besarnya pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen. Dari hasil penelitian ini menunjukkan bahwa persepsi konsumen terhadap kualitas produk cenderung baik, kualitas pelayanan cenderung baik, dan tingkat kepuasan konsumen yang tinggi. Secara parsial kualitas produk berpengaruh positif sebesar (1,222) dan signifikan sebesar t-hitung (11,273) dan koefisien determinasi 56,5%. Kualitas pelayanan secara parsial berpengaruh positif sebesar (0,642) udan signifikan sebesar t-hitung (11,088) dan koefisien determinasi 55,6%. Kualitas produk dan kualitas pelayanan secara simultan berpengaruh positif dengan hasil 0,732 dan 0,372 dan juga berpengaruh signifikan sebesar F-hitung (94,394). Berdasarkan hasil tersebut maka disarankan agar Du Cafe dapat meningkatkan kualitas produk terutama dalam hal kekhasan makanan dan minuman, Kualitas pelayanan dalam hal kecepatan karyawan dalam penyediaan makanan dan minuman serta kecepatan respon karyawannya agar konsumen berkeinginan untuk datang kembali dan merekomendasikan Du Cafe kepada pihak lain. Kata Kunci: Kualitas Produk; Kualitas Pelayanan; Kepuasan Konsumen
Pengaruh Harga Dan Experiential Marketing Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening Pada Konsumen General Repair PT Nasmoco Pemuda Semarang Dilla, Sri Farah; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

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Abstract: Total of customers General Repair Service of PT Nasmoco Pemuda Semarang has fluctuated due to customer commitment changes. This study aims to determine the effect of price and experiential marketing on customer loyalty through customer satisfaction as an intervening variable in the General Repair Service of PT Nasmoco Pemuda Semarang. This research is explanatory research with an accidental sampling method before the pandemic and purposive sampling after the pandemic. It used interviews and questionnaires as a data collection technique to 100 respondents, whoever uses General Repair service at PT Nasmoco Pemuda Semarang City. The data covered area on Central Semarang, North Semarang, East Semarang , South Semarang, Gajahmungkur, and Candisari. This sub-districts are the largest contributor to the General Repair Service of PT Nasmoco Pemuda Semarang customers. This research used the SPSS 21.0 application and Sobel analysis. The Sobel test results state that customer satisfaction is able to partially mediate between price and experiential marketing on customer loyalty. The correlation coefficient of price and experiential marketing variables to customer satisfaction has a strong relationship. Company should offering some discounts to be more engaging. Other than that, to not neglect the quality of the facilities that already served at PT Nasmoco Pemuda Semarang General Repair, for example, WiFi.Keywords: Price; Experiential Marketing; Customer Satisfaction; Customer Loyalty Abstrak: Jumlah pelanggan Layanan General Repair PT Nasmoco Pemuda mengalami fluktuatif yang disebabkan adanya perubahan komitmen pelanggan. Penelitian ini bertujuan untuk mengetahui pengaruh harga dan experiential marketing terhadap loyalitas pelanggan melalui kepuasan konsumen sebagai variabel intervening pada Layanan General Repair PT Nasmoco Pemuda Semarang. Tipe penelitian ini adalah explanatory research dengan metode accidental sampling sebelum pandemi dan purposive sampling setelah pandemi. Teknik pengumpulan data menggunakan wawancara dan kuesioner kepada 100 responden yang pernah melakukan service pada layanan General Repair PT Nasmoco Pemuda Kota Semarang yang berdomisili Kecamatan Semarang Tengah, Semarang Utara, Semarang Timur, Semarang Selatan, Gajahmungkur dan Candisari. Teknik analisis data menggunakan aplikasi SPSS 21.0 serta analisis sobel. Hasil uji Sobel menyatakan bahwa kepuasan konsumen mampu memediasi parsial antara harga dan experiential marketing terhadap loyalitas pelanggan. Koefisiensi korelasi harga dan experiential marketing terhadap kepuasan konsumen memiliki hubungan yang kuat. Perusahaan hendaknya meningkatkan potongan harga yang lebih menarik dan lebih memperhatikan fasilitas yang ada pada layanan General Repair PT Nasmoco Pemuda Semarang seperti WiFi.Kata Kunci: Harga; Experiential Marketing, Kepuasan Konsumen; Loyalitas Konsumen
Pengaruh Kualitas Produk Dan Promosi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Konsumen Maybelline Di Semarang) Olivia, Gegahertzy Rindo; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Along with the times, cosmetics seem to be a primary need for some women. Cosmetics are one of the most important needs for a woman. Therefore, many cosmetic companies are competing to meet customer needs by issuing product innovations. Product quality is an important factor that influences customer satisfaction creation. Product quality is a determining factor for customer satisfaction after purchasing and using a product. Maybelline's success in getting customers cannot be separated from the role of product promotion. Promotions offered are very influential on customer satisfaction, by means of marketing that are done must be able to attract every existing customer by implementing a good marketing strategy. Customer loyalty has an important role in a company, maintaining them means increasing financial performance and maintaining the survival of the company. Therefore, product quality, promotion, customer satisfaction and customer loyalty can be suspected to be the factors that cause fluctuations in Maybelline. The results showed that partially product quality contributed 60.2% of customer satisfaction, 54.5% variable customer satisfaction was influenced by promotional variables, 71.9%  variable product quality and promotion influenced customer satisfaction variables, as much as 47.7% loyalty. Customers are influenced by product quality, as much as 68.7% of the promotional variables affect the customer loyalty variable, and as much as 61% of the customer loyalty variable is influenced by the customer satisfaction variable. Based on the research results, it is recommended that Maybelline employees be more informative to customers so that customers will feel attracted to Maybelline products. Besides that, Maybelline can also make a product innovation so that customers are more interested in buying Maybelline products. Keywords: Product Quality; Promotion; Customer Loyalty; and Customer Satisfaction. Abstrak:. Kualitas produk, menjadi faktor penting yang berpengaruh dalam penciptaan kepuasan pelanggan. Kualitas produk merupakan faktor penentu kepuasan pelanggan setelah melakukan pembelian dan pemakaian terhadap suatu produk. Kesuksesan Maybelline mendapatkan pelanggan tidak lepas dari peran promosi produk. Promosi yang ditawarkan sangat berpengaruh terhadap kepuasan pelanggan, dengan cara-cara pemasaran yang dilakukan harus dapat menarik setiap konsumen yang ada dengan melakukan strategi pemasaran yang baik. Loyalitas pelanggan memiliki peranan penting dalam sebuah perusahaan, mempertahankan mereka berarti meningkatkan kinerja keuangan dan mempertahankan kelangsungan hidup perusahaan. Maka dari itu, kualitas produk, promosi, kepuasan pelanggan dan loyalitas pelanggan dapat diduga menjadi factor penyebab fluktuasi pada Maybelline. Hasil penelitian menunjukan bahwa secara parsial kualitas produk menyumbang sebesar 60,2% dari kepuasan pelanggan, 54,5% variabel kepuasan pelanggan dipengaruhi oleh variabel promosi, 71,9% variabel kualitas produk dan promosi mempengaruhi variabel kepuasan pelanggan, sebanyak 47,7% loyalitas pelanggan dipengaruhi oleh kualitas produk, sebanyak 68,7% variable promosi mempengaruhi variable loyalitas pelanggan, dan sebanyak 61% variable loyalitas pelanggan dipengaruhi variabel kepuasan pelanggan. Berdasarkan hasil penelitian, maka disarankan supaya pegawai Maybelline lebih informative kepada pelanggan sehingga pelanggan akan merasa tertarik kepada produk Maybelline. Selain itu Maybelline juga dapat membuat suatu inovasi produk agar pelanggan lebih tertarik untuk membeli produk Maybelline. Kata Kunci : Kualitas Produk; Promosi; Loyalitas Pelanggan; dan Kepuasan Pelanggan
Pengaruh E-Service Quality Dan E-Trust Terhadap Repurchase Intention (Studi Pada Pengguna Lazada Mahasiswa FISIP Undip) kurniasari, nadya aghnia; Widayanto, Widayanto
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: The business sector and the use of information technology are indispensable because it is to support the needs of society in the modern era which emphasizes speed, practicality, convenience, security and comfort in business activities. The purpose of the research is "to determine the effect of e-Service Quality and e-Trust on repurchase intention of Lazada Users of Undip Social and Political Sciences Students. This type of research is explanatory research and sampling using purposive sampling technique, with data collection techniques using a questionnaire distributed to 100 respondents who use Lazada students of Fisip Undip. "The results showed that" e-Service Quality has a positive and significant effect on repurchase intention, e. -Trust has a positive and significant effect on repurchase intention, e-Service Quality and e-Trust have a positive and significant effect on repurchase intention. The suggestion in this study is that Lazada can improve features on the application system to make it easier for consumers to get information. In addition, upgrading the server to more capables (capable of capacity) to handle requests with larger resources to avoid overloading capacity and improving the quality of the security system on Lazada minimizes consumer concerns in the event of server disruption.Keywords :  e-Service Quality; e-trust; Repurchase Intention Abstrak: Sektor bisnis dan pemanfaatan teknologi informasi sangat diperlukan karena untuk menunjang kebutuhan masyarakat di era modern yang mementingkan kecepatan, kepraktisan, kemudahan, keamanan dan kenyamanan dalam kegiatan bisnis. Maksud dari penelitian yaitu “untuk mengetahui pengaruh e-Service Quality dan e-Trust terhadap repurchase intention pada Pengguna Lazada Mahasiswa Fisip Undip. Tipe penelitian ini adalah explanatory research dan pengambilan sampel menggunakan Teknik purposive sampling, dengan Teknik pengumpulan data menggunakan kuesioner yang dibagikan kepada 100 responden pengguna Lazada Mahasiswa Fisip Undip.”Hasil penelitian menunjukkan bahwa “e-Service Quality berpengaruh positif dan signifikan terhadap repurchase intention, e-Trust berpengaruh positif dan signifikan terhadap repurchase intention, e-Service Quality dan e-Trust berpengaruh positif dan signifikan terhadap repurchase intention”, Saran dalam penelitian ini adalah supaya Lazada dapat meningkatkan fitur pada sistem aplikasi untuk memudahkan konsumen mendapatkan informasi. Selain itu melakukan upgrade server ke yang lebih capables (mampu kapasitas) untuk menangani request dengan resource yang lebih besar untuk menghindari overload kapasitas dan meningkatkan kualitas sistem keamanan pada Lazada meminimalisir kekhawatiran konsumen jika terjadi gangguan server. Kata kunci: e-Service Quality; e-trust; Repurchase Intention
Pengaruh Perputaran Kas, Perputaran Piutang, Dan Perputaran Persediaan Terhadap Profitabilitas (Studi Pada Perusahaan Sub Sektor Farmasi Di Bursa Efek Indonesia Periode 2014-2019 Butar Butar, Jesica Martha; Saryadi, Saryadi
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

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Abstract: Every company has the goal of maximizing profit to maintain the sustainability of its company in carrying out business activities. As for one of the factors that affect the company's profitability, namely working capital, which consists of cash, accounts receivable, and inventories. The existence of a gap between the activity ratio and the profitability ratio is an element of the problem in pharmaceutical sub-sector companies. This study aims to analyses the effects of cash turnover, receivable turnover, and inventory turnover on profitability. The population in this study were 9 companies in the pharmaceutical sub-sector listed on the Indonesia Stock Exchange (IDX) in 2014 –  2019. The analysis technique used is linear regression analysis with the SPSS version 20 application program. The results showed that partially, cash turnover and receivable turnover had no effect on profitability. However, inventory turnover has a negative and significant effect on profitability. Simultaneously, cash turnover, accounts receivable turnover, and inventory turnover have a negative and significant effect on profitability. Based on the research results, there are suggestions that can be given to pharmaceutical sub-sector companies that should pay attention to collectibility of their receivables, so that they don’t become uncollectible accounts because the relatively long shelf life of drugs tends to make third parties late in paying their obligations Keywords: Cash Turnover; Receivable Turnove; Inventory Turnover, Profitability.  Abstrak: Setiap perusahaan bertujuan memaksimalkan laba atau keuntungan demi menjaga keberlanjutan perusahaannya dalam menjalankan kegiatan usahanya. Kemampuan perusahaan dalam menghasilkan laba dapat dilihat dari profitabiltasnya. Adapun salah satu faktor yang mempengaruhi profitabilitas perusahaan, adalah modal kerja, yang terdiri dari kas, piutang, dan persediaan. Adanya kesenjangan antara rasio aktivitas dan rasio profitabilitas tersebut merupakan unsur permasalahan pada perusahaan sub sektor farmasi. Penelitian ini bertujuan untuk mengetahui pengaruh antara perputaran kas, perputaran piutang, dan perputaran persediaan terhadap profitabilitas. Populasi dalam penelitian ini adalah sebanyak 9 emiten pada sub sektor farmasi yang terdaftar di Bursa Efek Indonesia (BEI) pada tahun 2014 – 2019. Teknik analisis yang digunakan adalah analisis regresi linear dengan program aplikasi SPSS versi 20. Hasil penelitian menunjukkan bahwa secara parsial, perputaran kas dan perputaran piutang tidak berpengaruh terhadap profitabilitas. Namun, perputaran persediaan berpengaruh negatif dan signifikan terhadap profitabillitas. Secara simultan, perputaran kas, perputaran piutang, dan perputaran persediaan secara bersama-sama berpengaruh negatif dan signifikan terhadap profitabilitas. Berdasarkan hasil penelitian, adapun saran yang dapat diberikan kepada perusahaan sub sektor farmasi yaitu sebaiknya perusahaan memperhatikan kolektibilitas atas piutangnya agar tidak menjadi piutang tak tertagih karena masa simpan obat-obatan yang relatif lama cenderung membuat pihak ketiga terlambat dalam membayar kewajibannya. Kata Kunci: Perputaran Kas; Perputaran Piutang; Perputaran Persediaan; Profitabilitas.
Pengaruh Produk Wisata dan Citra Destinasi terhadap Niat Berperilaku melalui Nilai Pelanggan (Studi pada Pengunjung Domestik Candi Ratu Boko Jogjakarta) Nuha, Zahrotun Ulin; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Vol 9, No 4 (2020)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Ratu Boko Temple is one of the natural tourism object in Jogjakarta who experienced an increase the number of visitors in 2016, but the number of visitors has fluctuating decline even in 2017 until 2019. The purpose of this research is to find out the influence of the Tourism Product and Destination Image on Behavioral Intention through Perceived Value as an intervening variable study of Domestic Visitors to Ratu Boko Temple. The type of research is explanatory research. The technique of collecting data using a questionnaire with.the sampling technique using accidental sampling and purposive sampling. The number of sample is 100 respondent. Data analysis used validity and reabilitas test, correlation coefficient, coefficient of the determination, simple linear regression, multiple linear regression, and test of significance (one-tailed) with IBM SPSS version 23.0. The results showed a positive effect of tourism product and destination image on perceived value and perceived value has positive influence on behavioral intention. Recommendations for the managers of tourism destinations to build a strategy to be able to create preceived consumer value through the advantages of destination product and destinations in Ratu Boko Temple, so the tourist numbers can increas. Keywords: Behavioral Intention; Destination Image; Preceived Value; Tourism Product  Abstrak: Candi Ratu Boko merupakan salah satu objek wisata alam di Jogjakarta yang mengalami peningkatan jumlah pengunjung pada tahun 2016, namun jumlah pengunjung mengalami fluktuatif bahkan penurunan jumlah pengunjung terjadi pada tahun 2017 - 2019. Tujuan dari pelaksanaan penelitian ini yaitu untuk mengetahui pengaruh Produk Wisata dan Citra Destinasi terhadap Niat Berperilaku melalui Nilai Pelanggan sebagai variabel intervening yang dilakukan kepada pengunjung domestik Candi Ratu Boko. Tipe penelitian yang digunakan adalah explanatory research. Teknik pengumpulan data menggunakan kuesioner, dengan pengambilan sampel menggunakan teknik purposive sampling dan accidental sampling. Jumlah sampel sebanyak 100 responden yang merupakan pengunjung Candi Ratu Boko, Jogjakarta. Analisis data menggunakan uji validitas, uji reliabilitas, koefisien korelasi, koefisien determinasi, uji regresi, uji signifikansi (uji t dan uji F), dan analisis regresi berganda. Penelitian ini menggunakan alat bantu software IBM SPSS versi 23.0. Hasil penelitian menunjukkan terdapat pengaruh positif produk wisata dan citra destinasi terhadap nilai pelanggan dan nilai pelanggan berpengaruh positif terhadap niat berperilaku. Rekomendasi bagi pihak pengelola destinasi wisata untuk membangun strategi agar mampu menciptakan penilaian pelanggan melalui keunggulan produk wisata dan destinasi yang ditawarkan Candi Ratu Boko, sehingga meningkatkan jumlah kunjungan. Kata kunci: Citra Destinai; Niat Berperilaku; Nilai Pelanggan; Produk Wisata
Pengaruh Brand Image Dan Service Quality Terhadap Repurchase Intention Melalui Cutomer Value Sebagai Variabel Intervening (Studi Pada Pengguna Jasa Bus PT. Pahala Kencana Cabang Kudus Jurusan Kudus-Jakarta Kelas Eksekutif) Prasetya, Dony Eka; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract: As one of the pioneers of bus transportation services, Pahala Kencana has become a consumer choice as evidenced by still operating, besides strategic pool garage locations, easy bus ticket information, new bus fleet facilities are reasons for consumers to choose to use Pahala Kencana bus transportation services so that the value of customers will be good and remain loyal to reuse Pahala Kencana bus transportation services. The purpose of this study was to determine the effect of brand image and service quality on repurchase decisions through customer value. The number of samples is 100 respondents with the sampling technique using purposive sampling technique. This type of research is explanatory research. This research uses SmartPLS 3.2.8 for Windows software tools. The results showed that brand image had a positive and significant effect on repurchase decisions, service quality had a positive and significant effect on repurchase decisions. In addition, brand image has a positive and significant effect on customer value and service quality has a positive and significant effect on customer value. Suggestions for companies to improve service quality, keep bus fleets clean and evaluate customer value and follow trends regarding interior and exterior design, hold technical training for employees who can improve service quality and get good reviews from customers so that it affects the brand image and increases desire customers to faithfully reuse Pahala Kencana bus transportation services. Keywords: brand image; service quality; customer value; repurchase intention Abstrak:.Sebagai salah satu pelopor jasa transportasi bus, Pahala Kencana menjadi pilihan konsumen dibuktikan dengan masih tetap eksis beroperasi , selain itu lokasi garasi pool strategis, informasi tiket bus mudah, fasilitas armada bus baru menjadi alasan konsumen untuk memilih menggunakan jasa transportasi bus Pahala Kencana sehingga nilai dari pelanggan akan baik dan tetap setia menggunakan kembali jasa transportasi bus Pahala Kencana . Tujuan penelitian ini untuk mengetahui  pengaruh citra merek dan kualitas layanan terhadap keputusan pembelian ulang melalui nilai pelanggan. Jumlah sampel yaitu 100 responden dengan teknik pengambilan sampel menggunakan teknik purposive sampling. Tipe penelitian ini adalah explanatory research. Penelitian ini menggunakan alat bantu software SmartPLS 3.2.8 for Windows. Hasil penelitian menunjukkan bahwa citra merek berpengaruh positif dan signifikan terhadap keputusan pembelian ulang, kualitas layanan berpengaruh positif dan signifikan terhadap keputusan pembelian ulang. Selain itu, citra merek berpengaruh positif dan signifikan terhadap nilai pelanggan serta kualitas layanan berpengaruh positif dan signifikan terhadap nilai pelanggan. Saran bagi perusahaan untuk meningkatkan kualitas layanan, menjaga kebersihan armada bus dan mengevaluasi nilai pelanggan serta mengikuti trend mengenai desain interior dan eksterior, mengadakan pelatihan teknis bagi pegawai yang dapat meningkatkan kualitas layanan dan mendapat penilaian yang baik dari pelanggan sehingga berpengaruh terhadap citra merek serta meningkatkan keinginan pelanggan untuk setia menggunakan kembali jasa transportasi bus Pahala Kencana. Kata kunci: Citra Merek; Kualitas Layanan; Nilai Pelanggan; Keputusan Pembelian Ulang.
Pengaruh Kualitas Pelayanan dan Inovasi Produk pada Boy's Cake and Bakery Mojolaban, Sukoharjo Arifah, Mutia Nur; Suryoko, Sri
Jurnal Ilmu Administrasi Bisnis Vol 10, No 1 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: In this study, specifically discussing the sales of Boy's Cake and Bakery in 2016 - 2019, sales were quite volatile, because in the last year, 2019, there was a significant decrease. This study is to determine Service Quality (X1) and Product Innovation (X2) on Purchasing Decisions (Y) at Boy's Cake and Bakery. Researchers used explanatory research type and purposive sampling and accidental sampling techniques. The results showed that the service quality variable (X1) had a positive effect on the purchase decision for Boy's Cake and Bakery (Y), the product innovation variable (X2) had a positive effect on the purchase decision at Boy's Cake and Bakery (Y) and the service quality variable and product innovation were together have a positive and important effect on purchasing decisions for Boy's Cake and Bakery. The suggestions given to Boy's Cake and Bakery, the variable service quality from Boy's Cake and Bakery is good, but Boy's Cake and Bakery needs to maintain and improve the quality of service provided, especially in terms of convenience store room, delivery service made easier with minimal restrictions on delivery , has a unique characteristic of product taste, pays more attention to product availability, accelerates service for consumers, is more familiar with product specifications, pays more attention to returning to operating hours, simplifies communication between consumers and employees.Keywords: Service Quality; Product Innovation; Purchase Decision Abstrak: Dalam penelitian ini secara khusus membahas mengenai penjualan Boy’s Cake and Bakery tahun 2016 – 2019 mengalami penjualan yang cukup fluktuatif, karena di tahun terakhir yaitu tahun 2019 terlihat penurunan yang cukup signifikan. Penelitian ini untuk mengetahui Kualitas Pelayanan (X1) dan Inovasi Produk (X2) terhadapa Keputusan Pembelian (Y) di Boy’s Cake and Bakery. Peneliti menggunakan tipe penelitian explanatory research dan Teknik Purposive Sampling dan Accidental Sampling. Hasil penelitian menunjukkan bahwa Variabel kualitas pelayanan (X1) berpengaruh positif terhadap keputusan pembelian Boy's Cake and Bakery (Y), Variabel inovasi produk (X2) berpengaruh positif terhadap keputusan pembelian di Boy's Cake and Bakery (Y) dan Variabel kualitas pelayanan dan inovasi produk secara bersama-sama berpengaruh positif dan penting terhadap keputusan pembelian Boy's Cake and Bakery. Saran yang diberikan kepada Boy's Cake and Bakery variabel kualitas pelayanan dari Boy’s Cake and Bakery sudah baik, namun Boy’s Cake and Bakery perlu mempertahankan dan meningkatkan lagi kualitas pelayanan yang diberikan, terutama dalam hal kenyamanan ruangan toko layanan pesan antar yang dipermudah dengan pembatasan minimal pengantaran, memiliki ciri khas cita rasa produk yang unik, lebih memeperhatikan kesediaan produk, memepercepat layanan untuk konsumen, lebih mngenal lagi spesifikasi produk,  lebih memperhatikan kembali kepada jam operasional, memepermudah lagi komunikasi antara konsumen dan karyawan. Kata Kunci: Kualitas Pelayanan; Inovasi Produk; Keputusan Pembelian
PENGARUH E-TRUST DAN E-SERVICE QUALITY TERHADAP ONLINE REPURCHASE INTENTION MELALUI E-SATISFACTION (Pada Mahasiswa S1 FISIP yang Pernah Berbelanja di Lazada) Agustina Cahya Kusmita; Naili Farida; Saryadi Saryadi
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (298.517 KB) | DOI: 10.14710/jiab.2021.32135

Abstract

Abstract : Lazada is one of the major e-commerce in Indonesia, but then have a problem of decreasing online repurchase intention which is known from the data on the number of Lazada e-commerce visitors which decreased in 2017-2020 and data on the level of engagement which decreased in 2017-2019. This study aims to determine the effect of e-trust and e-service quality on online repurchase intention through e-satisfaction on active students of SI FISIP UNDIP who had shopped at Lazada. This research is an explanatory research and using purposive sampling method. The research sample was 100 respondents of active undergraduate students of FISIP UNDIP class of 2017-2020 who had shopped at Lazada. Data were analyzed by quantitative methods and using SPSS to determine the direct and indirect effects of exogenous variables on endogenous variables. The results show that e-trust doesn’t affect e-satisfaction, e-service quality affects e-satisfaction, e-trust doesn’t affect online repurchase intention, e-service quality affects online repurchase intention, e-satisfaction affects on online repurchase intention, e-trust does not have an indirect affect on online repurchase intention through e-satisfaction, and e-service quality does not have an indirectly affect online repurchase intention through e-satisfaction. Suggestions for Lazada are to improve aspects of service quality and satisfaction in order to increase consumer online repurchase intention in Lazada.Keywords : E-Trust; E-Service Quality; Online Repurchase Intention; E-SatisfactionAbstrak: Lazada merupakan salah satu e-commerce besar di Indonesia, namun kemudian mengalami masalah penurunan pada online repurchase intention yang diketahui dari data jumlah pengunjung e-commerce Lazada yang menurun tahun 2017-2020 dan data tingkat engagement yang mengalami penurunan di tahun 2017-2019. Tujuan penelitian adalah mengetahui pengaruh e-trust dan e-service quality terhadap online repurchase intention melalui e-satisfaction pada mahasiswa aktif SI FISIP UNDIP yang pernah berbelanja di Lazada. Tipe penelitian ini adalah explanatory research dan penentuan sampel menggunakan metode purposive sampling. Sampel penelitian sebanyak 100 responden mahasiswa aktif S1 FISIP UNDIP angkatan 2017-2020 yang pernah berbelanja di Lazada. Data dianalisis dengan metode kuantitatif dan menggunakan bantuan SPSS untuk mengetahui pengaruh langsung dan tidak langsung variabel eksogen terhadap variabel endogen. Hasil penelitian menunjukkan bahwa e-trust tidak berpengaruh terhadap e-satisfaction, e-service quality berpengaruh terhadap e-satisfaction, e-trust tidak berpengaruh terhadap online repurchase intention, e-service quality tidak berpengaruh terhadap online repurchase intention, e-satisfaction berpengaruh terhadap online repurchase intention, e-trust tidak berpengaruh secara tidak langsung terhadap online repurchase intention melalui e-satisfaction, dan e-service quality tidak berpengaruh secara tidak langsung terhadap online repurchase intention melalui e-satisfaction. Saran bagi Lazada adalah meningkatkan aspek pada kualitas pelayanan dan kepuasan supaya dapat meningkatkan minat beli ulang konsumen di Lazada.Kata Kunci : E-Trust; E-Service Quality; Online Repurchase Intention; E-Satisfaction
PENGARUH CAPITAL ADEQUACY RATIO (CAR), NON PERFORMING LOAN (NPL), BEBAN OPERASI PENDAPATAN OPERASI (BOPO) DAN LOAN TO DEPOSIT RATIO (LDR) TERHADAP NET INTEREST MARGIN (NIM) (Studi pada Bank Umum Swasta Nasional Devisa dengan Manajemen Konvensional yang T Savanero Briliantoro; Saryadi .
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Banking is an institution that brings together those who need funds and those who have funds. One of the bank's assessments is the level of efficiency with financial ratios that can be seen in the financial statements. The level of efficiency is described by the NIM ratio. Based on data obtained from 18 Conventional Foreign Exchange National Private Commercial Banks, only 4 banks have NIMs in the healthy category (>6%), while other banks have NIMs in the unhealthy category (<6%). To maintain NIM in a healthy condition, it is necessary to know what factors influence it. This study aims to determine the effect of Capital Adequacy Ratio, Non Performing Loan, Operating Income Operating Expenses, and Loan to Deposit Ratio on Net Interest Margin (NIM). The population of this research is all National Private Foreign Exchange Commercial Banks with conventional management listed on the Indonesia Stock Exchange in 2015-2019. The data was taken through the official website of the Indonesia Stock Exchange and the Financial Services Authority and analyzed using the Classic Assumption Test, Correlation Coefficient Test, Coefficient of Determination Test, Simple Linear Regression Test, Multiple Linear Test, T Test, and F Test with the SPSS data processing application. The results showed that CAR had a significant positive effect on NIM, NPL had no effect on NIM, BOPO had a significant negative effect on NIM. BOPO is the ratio that most dominantly affects NIM, second is the CAR ratio, and the last is NPL, while LDR has no influence on NIM. From the results of this study, it is concluded that the better the CAR, NPL, BOPO, and LDR will increase the NIM at Conventional Foreign Exchange National Private Banks listed on the Indonesia Stock Exchange in 2015-2019 and BOPO is the most dominant ratio affecting NIM. The advice for banks is to always keep the bank's financial ratios in a healthy condition so that they can increase their net interest profits. Banks are also expected to be able to maintain the BOPO ratio in a healthy condition because BOPO has the most dominant influence on NIMKeywords: Capital Adequacy Ratio, Non-Performing Loan, Operating Expenses Operating Income, Loan to Deposit Ratio, Net Interest Margin 

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