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Diponegoro Journal of Management
Published by Universitas Diponegoro
ISSN : -     EISSN : -     DOI : -
Core Subject : Science,
Decision Sciences, Operations Research & Management
Media publikasi karya ilmiah lulusan S1 Prodi Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro yang memuat berbagai hasil penelitian maupun kajian mengenai manajemen keuangan, manajemen sumber daya manusia, manajemen pemasaran, manajemen strategik dan manajemen operasional.
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Articles 14 Documents
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Search results for , issue "Volume 9, Nomor 4, Tahun 2020" : 14 Documents clear
FACTORS INFLUENCING CUSTOMER SATISFACTION OF SOLUSI LAUNDRY BEKASI Pamungkas, Brian Putra; Sukresna, I Made
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aimed to see the effect of service quality, perceived value, brand image and promotion to customer satisfaction with customization as the moderating variable for service quality and customer satisfaction in Solusi Laundry. Service quality is one of the most important things for service based business in order to survive. Perceived value is the trade-off between perceived benefits and perceived sacrifice, if customer do not get the benefit equal to the cost paid then customer will be dissatisfied. Brand image is the overall perception of the product or brand formed from information and past experience of the product or a brand, a strong brand image can provide the main advantages for the company one of which can create competitive advantage. The main purpose of promotion is to inform, persuade, and remind consumers of a product or service. Customization will delight the customer because of the individualized attention and solutions which make them feel special and the customer will feel satisfied. This study emphasized that the higher and better the service quality, the better the perceived value, the better the brand image, and the better the promotion will increase the satisfaction of Solusi Laundry customer. This study also found that customization moderates the relationship between service quality and customer satisfaction. The number of samples were 150 customers of Solusi Laundry taken by purposive sampling method. The analytical method of this study uses MRA (Moderated Regression Analysis) and PROCESS analysis by AF Hayes with the SPSS 25 program which previously passed the classic assumption test.
PENINGKATAN KUALITAS RESTORAN DENGAN PENDEKATAN QUALITY FUNCTION DEPLOYMENT (QFD) (Studi pada Bakso Rusuk Solo) Permata, Viasti Intan; Dwiyanto, Bambang Munas
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Bakso Rusuk Solo is a restaurant that sells a variety of meatballs with its specialty on the meatballs with ribs. Bakso Rusuk Solo was founded by Sardomo in 2006. This restaurant has four outlets spread across East Jakarta and Bekasi. The food business is a business that is growing rapidly and the growth of its competitors is unbelievable. Besides, the restaurant business also has to think about the service quality, because if the costumers are disappointed it will bring a huge disadvantage to the restaurant. Bakso Rusuk Solo in the last six quarters has experienced a significant decrease in turnover and the increase in the turnover has not been able to cover the decline that occurred. The decrease in turnover can be caused by the quality of services that need to be improved. Service quality improvements are also beneficial for restaurants to be able to know about customer expectations and desires. This research aims to analyze the priority requirements of Bakso Rusuk Solo service quality which are grouped in five quality dimensions of DINESERV measurement (tangibles, assurance, reliability, responsiveness, and empathy). The number of samples in this research was chosen by purposive sampling technique and collected through questionnaire techniques. This research involved 96 respondents who are Bakso Rusuk Solo costumers. This research also involves the assessment of the owner of Bakso Rusuk Solo to strengthen the appraisal of its customers. The priority of customer’s requirements is analyzed using the Importance-Performance Analysis (IPA) method and Quality Function Deployment (QFD). The results of this research are discovered that "restrooms that are thoroughly clean" is the customer’s requirement attribute that has the highest priority based on IPA and QFD analysis (with a raw weight normalized value of 5.34%). While the attribute "Smile, compliments, greeting" is the company’s technical characteristic that has the highest priority (with a value of relative weights of 12.76%).
ANALISIS PENGARUH LOANTA, LTA, AU, IER, EQTA, EQL DAN CIR TERHADAP PROFITABILITAS PADA BANK UMUM SYARIAH DI INDONESIA (Studi Kasus pada Bank Umum Syariah Yang Terdaftar di Otoritas Jasa Keuangan Tahun 2008 – 2018) Abi Kumalasari, Irmadela; Hersugondo, Hersugondo
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Islamic banks have been known as banks that are resistant to global The crisis that hit Indonesia a few years ago. Some Islamic bank performance can be obtained from its profitability. There are several factors that increase the profitability of Islamic banks and used in this study including Loans to Total Assets Ratio (LOANTA), Total Liabilities to Total Aseets Ratio (L/TA), Asset Utilization (AU), Income Expense Ratio (IER), Total Equity to Total Assets (Eq/TA), Total Equity to Total Liabilities (Eq/L) and Cost to Income Ratio (CIR). The purpose of this study was to determine the effect of Loans to Total Assets Ratio (LOANTA), Total Liabilities to Total Aseets Ratio (L/TA), Asset Utilization (AU), Income Expense Ratio (IER), Total Equity to Total Assets (Eq/TA), Total Equity to Total Liabilities (Eq/L) and Cost to Income Ratio (CIR) toward Profitability in Islamic Banks in Indonesia wich were proxied Return on Assets (ROA). The sampling technique used in this study is purposive sampling technique with the criteria of Islamic Banks who publish quarterly financial reports periodically during 2008 – 2018. The data used in this study was obtained from annual reports on the website of Islamic Banks with a sample of elevan Islamic Banks. Methods of data analysis in this study with Multiple Regression Analysis, which previously performed classical assumption test. Hypothesis testing using Fstatistic test, t-statistical test and the determination of coefficients Adjusted 𝑅 2 with a significance level of 5%. The results of this study indicate that Loans to Total Assets Ratio (LOANTA) and Income Expense Ratio (IER) have a positive and significant effect on ROA. Total Equity to Total liabilities (Eq/L) and Cost to Income Ratio (CIR) have a positive and no significant effect on ROA. Total Liabilities to Total Aseets Ratio (L/TA) and Total Equity to Total Assets (Eq/TA) has a negative and significant effect on ROA. Asset Utilization (AU) has a negative and no significant effect on ROA.
ANALISIS PENGARUH SERVICE QUALITY, CUSTOMER PERCEIVED VALUE, DAN CORPORATE IMAGE TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP CUSTOMER LOYALTY (Studi Kasus pada Pelanggan Apotek Kimia Farma Pandanaran Kota Semarang) Asri Hapsari, Devita; Yoestini, Yoestini
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The increase of health problems and people’s need to have a better quality of life has triggered a big opportunity for companies to start entering the business of health service providers and products, one of which is a pharmacy. The rapid growth of the pharmacy business raises competition between companies that need to be anticipated. This study aims to determine and analyze the effect of service quality, customer perceived value, and corporate image on customer satisfaction and its impact on customer loyalty. The number of samples used were 160 respondents selected by purposive sampling technique through a questionnaire with Structural Equation Model (SEM) AMOS 24. The results showed that service quality, customer perceived value, and corporate image have a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on customer loyalty.
PENGARUH KOMPENSASI TERHADAP KINERJA GURU TIDAK TETAP (GTT) DENGAN MOTIVASI KERJA SEBAGAI VARIABEL INTERVENING (Studi pada SD Negeri di Kabupaten Temanggung) Kartikaningrum, Ita; Nugraheni, Rini
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research aims to examine the effect of compensation on teacher performance through work motivation as an intervening variable on the primary schools Temanggung regency area. This study uses the independent variable that is compensation, the intervening variable that is work motivation, and the dependent variable that is teacher performance. The sample in the study was elementary school teachers in the Temanggung Regency which consisted of 20 districts. The sampling technique was conducted by purposive sampling method. Collecting data was conducted by a questionnaire distributed directly to 100 elemtary school teachers. The data analysis technique used in this study is Partial Least Square with SmartPLS 3.2.9 apllication to determine the path coefficient, and the direct or indirect effect of independent variable on dependent variable. The result of this reseach showed that compensation had a positive and significant effect on teacher performance and work motivation. Work motivation had a positive and significant effect on teacher performance. In addition, work motivation variables can mediate an indirect relationship between compensation on teacher performance.
ANALISIS PENGARUH HARGA, CITRA PERUSAHAAN, DAN KUALITAS LAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN PENUMPANG SEBAGAI VARIABEL INTERVENING (STUDI PADA PENUMPANG AIR ASIA) Aryadinata, Dhimas Angga; Idris, Idris
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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From previous research many who already examines antecedent of customer loyalty. Based on several research, there is still controversy about the result of one variable, service quality. The controversy about the result is within the effect of service quality on customer loyalty directly. Also supported with data from research object, Air Asia, which is had continuously decrease in total passengers annually until 2018. Hence, this research was conducted to discover the influence of service quality, added with price and corporate image to customer loyalty through customer satisfaction as an intervening variable on Air Asia passangers. Total samples used were up to 140 respondents who had used the services of Air Asia at least 2 times. This research utilized Structural Equation Modeling (SEM) for analysis technique and AMOS 22.0 for the analysis tool. The results of this study indicate that of the four hypotheses proposed, two of them are accepted, namely service quality have a positive and significant effect on customer satisfaction and customer satisfacion have a positive and significant effect on customer loyalty. Meanwhile, price and corporate image have negative and no significant effect on customer satisfaction.
ANALISIS PENGARUH KECENDERUNGAN DALAM MENGAMBIL RISIKO DAN PENDIDIKAN KEWIRAUSAHAAN TERHADAP NIAT BERWIRAUSAHA DENGAN EFIKASI DIRI SEBAGAI VARIABEL MEDIASI (Studi pada Mahasiswa Wirausaha Universitas Diponegoro) Hermawan, Khrisna Akbar; Fitria, Shoimatul
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The entrepreneurship rate in Indonesia has actually exceeded international standards, which is 3.1% but Indonesia is still quite behind compared to other countries such as Singapore, Malaysia, Brunei and Thailand. At Diponegoro University itself, the entrepreneurship rate of students is quite high, but in the last three years experienced volatility in the number of entrepreneurial students. The majority of Diponegoro University graduates still choose to find employment rather than providing employment. Even though Indonesia will soon experience a demographic bonus that will be dominated by millennials, where in several other studies involving millennials, it is stated that the majority of millennials want to become entrepreneurs. For this reason, this study discusses how the relationship between entrepreneurial intentions with entrepreneurship education and the propensity to take risks and how the effect of self-efficacy in mediating the relationship between entrepreneurial intentions and entrepreneurship education among students at Diponegoro University. The population in this study were all entrepreneurial students at Diponegoro University who took samples with a purposive sampling technique to obtain 120 respondents who participated in this study. The questionnaire was tested first using the instrument in the form of feasibility studies to test the validity and reliability testing. The analytical method of this research uses Structural Equation Modeling (SEM) analysis with AMOS 24.0 analysis tools. The processing results of the SEM analysis in this study showed that the propensity to take risk of a positive and significant effect on entrepreneurial intentions. Then, entrepreneurship education also has a positive and significant effect on entrepreneurial intentions. Furthermore, entrepreneurship education through self-efficacy is also able to positively and significantly influence entrepreneurial intentions. Self-efficacy variable was found to have a dominant influence on entrepreneurial intentions so important for entrepreneurial students to have the confidence and the ability or willingness to continue to learn things related to entrepreneurship.
ANALISIS PENGARUH KESADARAN MEREK DAN PERSEPSI KUALITAS TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Konsumen Produk Pasta Gigi Pepsodent pada Mahasiswa Universitas Diponegoro, Semarang) Larasati Pangestika, Esmeralda; Hidayat, Retno
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Business competition in the fast moving consumer goods industry in Indonesia nowadays is getting more intense, along with the massive growth of new brands. One of the important strategies so that the preceding companies can still keep their existence in the market up is the art of maintaining their already-there current customers. According to the situation, this research was done to find out if there is any influence from brand awareness and perceived quality to brand loyalty and indirect effect that mediated by customer satisfaction in the case of Pepsodent toothpaste consumers. Population in this research was students of Diponegoro University, Semarang, who was Pepsodent toothpaste consumers. Data were collected through a questionnaires, from 150 sample of 150 using non-probability techniques, purposive sampling. Data were then processed and analyzed using the IBM AMOS version 23 program. The results showed that perceived quality has a positive and significant effect to customer satisfaction, followed by customer satisfaction on brand loyalty. Brand awareness and perceived quality do not have a significant effect on brand loyalty. While, brand awareness has a negative effect to customer satisfaction. In other words, positive influence hypothesis of perceived quality to customer satisfaction and customer satisfaction to brand loyalty is accepted; meanwhile, the positive influence hypothesis between brand awareness and perceived quality to customer loyalty is rejected.
ANALISIS PENGARUH KUALITAS JARINGAN, KUALITAS LAYANAN, KUALITAS INFORMASI, KEAMANAN DAN PRIVASI PADA PENYEDIA LAYANAN INTERNET TERHADAP KEPUASAN PELANGGAN DAN DAMPAK PADA NIAT PEMBELIAN ULANG Ilham, Yusuf; Bayu Dirgantara, I Made
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The initial emergence of the internet in Indonesia in the 1990s was known as Paguyuban Network (Network community). It is known as the Paguyuban Network because at this time its users had intimate relationship, high togetherness and great mutual cooperation. The users did these actions in order to carry out trade and communication among students who were abroad. Ipteknek had an important role in Indonesia as Ipteknek was the first internet network service provider to have a new revolution, then encouragen the emergence of other ISPs in Indonesia. Various internet service providers or ISPs in Indonesia include Biznet Home Internet, First Media, Indihome, Indosat Oorodeoo GIG, MNC Play Media, MyRepublic, Oxygen.Id home. This study analyzes the influence of large networks quality, service quality, information quality, security and privacy of internet service providers on the customer satisfaction and repurchase-intention. The populations used in this study were customers who have used internet services in Semarang. The sample used was 215 respondents. The method of sample collection uses a purposive sampling technique. Data collection methods used were questionnaires. This research uses Structural Equation Modeling (SEM) analysis with AMOS 24.0 analysis tools. The results of this study indicate service quality, information quality, security and privacy are positive and significant for customer satisfaction. Network quality is not positive for customer satisfaction. Furthermore, customer satisfaction has positive and significant influence to repurchase intention.
PENGARUH PERSEPSI HARGA, PERSEPSI KUALITAS DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN KAWASAKI NINJA 250 Reza, Mochamad; Khasanah, Imroatul
Diponegoro Journal of Management Volume 9, Nomor 4, Tahun 2020
Publisher : Faculty of Economics and Business Diponegoro University

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The problem that occurs is a decrease in market share over the past four years and a decline in sales of Kawasaki Ninja 250 motorcycles indicates a decrease in the results of the decision to purchase a Kawasaki Ninja 250 motorcycle. The purpose of this study is to analyze the effect of price perceptions, quality perceptions and promotions on Kawasaki Ninja purchasing decisions 250. The population selected in this study were all Diponegoro University students. The number of samples used in this study were 73 Diponegoro University students who were still active and had purchased Kawasaki Ninja 250 motorcycles. The sampling technique in this study was the purposive sampling method. Data collection method is to use a questionnaire. The data analysis method used is multiple linear regression. Based on research, price perceptions, quality perceptions and promotions have a positive effect on purchasing decisions of the Kawasaki Ninja 250. Variations in employee performance can be explained by independent variables namely price perception, quality perception and promotion by 62.7%.

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