Diah Dharmayanti
Program Manajemen Pemasaran, Universitas Kristen Petra Jl. Siwalankerto 121-131, Surabaya

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ANALISIS DAMPAK SERVICE PERFORMANCE DAN KEPUASAN SEBAGAI MODERATING VARIABLE TERHADAP LOYALITAS NASABAH (Studi pada Nasabah Tabungan Bank Mandiri Cabang Surabaya) Dharmayanti, Diah
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 (242.254 KB) | DOI: 10.9744/pemasaran.1.1.

Abstract

The researcher is highly interested in many different opinions among same experts about the influence of service performance and customer satisfaction in establishing customer loyalty. Thus, the aims of the research is to test the influence of service performance in establishing customer loyalty, and to test the influence of interaction of service performance and customer satisfaction in establishing the customer loyalty with customer satisfaction as a moderating variable between service performance and customer loyalty. This research use Moderator Regression Analysis (MRA) technique. This research was conducted in Surabaya with research objects of three service industrie. They are Mandiri Banking in Surabaya. The data of this research from the 300 questionaires distributed, 275 were returned. The result of the research indicates that the interaction between service performance and customer satisfaction being participated in the model of moderator regression equality so the result will explain more of the variance in customer loyalty than the direct influences of either service performance or customer satisfaction. Abstract in Bahasa Indonesia : Peneliti sangat tertarik dengan adanya perbedaan pendapat diantara para ahli tentang pengaruh kinerja jasa/layanan (service performance) dan kepuasan dalam pembentukan loyalitas nasabah, sehingga penelitian ini mempunyai tujuan yaitu: menguji pengaruh langsung service performance terhadap loyalitas nasabah, dan menguji pengaruh interaksi service performance dan kepuasan nasabah terhadap loyalitas nasabah dengan kepuasan sebagai variabel moderator antara service performance dan loyalitas nasabah. Penelitian ini menggunakan alat analisis Moderator Regression Analysis. Dilakukan di Surabaya dengan obyek penelitian tiga Bank Mandiri cabang Surabaya. Data yang terkumpul 275 dari 300 kuesioner yang disebarkan. Hasil penelitian menunjukkan bahwa interaksi antara service performance dan kepuasan nasabah sebagai variabel moderator dapat lebih menjelaskan variasi loyalitas nasabah daripada masing-masing variabel. Kata kunci: service performance, kepuasan nasabah, loyalitas nasabah.
KORELASI ZONE-OF-TOLERANCE PADA SERVICE QUALITY TERHADAP CUSTOMER VALUE DI PMK (PEMADAM KEBAKARAN) SURABAYA Dharmayanti, Diah; Tarigan, Zeplin Jiwa Husada
Jurnal Manajemen dan Kewirausahaan Vol 12, No 2 (2010): SEPTEMBER 2010
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (184.056 KB) | DOI: 10.9744/jmk.12.2.pp. 170-176

Abstract

The particular service delivered by Fire Brigade in Surabaya is one of the services factory which represents a low intensity of employee and low customer interaction/customization that leads to an obligation of delivering good service quality from service providers to their customers. In delivering the services, every service providers should aimed their ultimate goal at satisfying their customers, even if there are significant differences between what they expect and the actual service performance, called the Zone-of-Tolerance (ZOT). In the case of services delivered by the Fire Brigade to its customers in Surabaya, the ZOT can be measured in several dimensions including the tangible, responsiveness, reliability, accessibility, knowledge to customer?s values which has significant impact to their satisfaction. Two hundred respondents were selected using judgmental sampling resulting in 138 responses screened down to 105 valid data (rate of 52.5%). The relationship between expectation and actual service performance is calculated using the method of Partial Least Square (PLS), while the differences is tested using the method of Two Independent Sample. All measurements were conducted using the combination of SPPS ver. 16 and the support of Smart PLS Software. Results of the test conclusively reporting that ZOT dimensions such as tangible (in the form of physical facility of fire extinguisher products that required to be updated) and knowledge (in the form of excellent expertise of fire brigade employees) are delivering values to the society in Surabaya. Unfortunately, the other dimensions such as responsiveness, accessibility, and reliability have failed in giving such values. The concept of ZOT that supported the customer value has significantly creating satisfaction among the society given that the actual service performance that needed to be improved. However, the significant differences between expectation and actual service performance were fairly large given that there should be a massive improvement to the future performances of services delivered by the fire brigade.
PENGARUH EXPERIENCE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN PERCEIVED VALUE DAN BRAND IMAGE SEBAGAI VARIABEL INTERVENING DI DE SOEMATRA 1910 SURABAYA Hansory, Meyer Fossetta; Dharmayanti, Diah
Jurnal Manajemen Pemasaran Vol 8, No 2 (2014): OKTOBER 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (264.289 KB) | DOI: 10.9744/pemasaran.8.2.70-79

Abstract

The growth of the upper class society in Indonesia has increased, especially in the second largest metropolitan city of Surabaya. In Surabaya, there is a function house where to understand the way of thinking of its customer and the target are the upper class society in Surabaya. This research aims to analyze the influence of Experience Quality (accessibility, competence, customer recognition, helpfulness, personalization, problem solving, promise fullfilment, value for time) on Customer Loyalty by considering the factors of Perceived Value (instrumental value, the expressive value, hedonistic values, sacrifice value) and Brand Image (mystery, sensuality, intimacy). This study conducted by distributing questionnaires to 120 respondents who are the consumers of De Soematra 1910. Analysis technique used is of quantitative analysis with path analysis method
PENGARUH BRAND LEADERSHIP DAN PERCEIVED QUALITY TERHADAP CUSTOMER LOYALTY DENGAN BRAND PERSONALITY SEBAGAI VARIABEL PERANTARA DAN BRAND TRUST SEBAGAI VARIABEL INTERVENING PADA MERLION SCHOOL SURABAYA Natakusuma Imam Raharjo, Dave; Dharmayanti, Diah
Jurnal Manajemen Pemasaran Vol 10, No 1 (2016): APRIL 2016
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (612.724 KB) | DOI: 10.9744/pemasaran.10.1.1-10

Abstract

Semakin pesatnya pertumbuhan industri di bidang pendidikan yang berupa banyak bermunculannya lembaga-lembaga pendidikan dengan berbagai kualitas menyebabkan semakin beragamnya pilihan konsumen dalam memilih lembaga/institusi pendidikan. Setiap lembaga/institusi berlomba-lomba untuk merebut hati konsumen sebagai upaya untuk mempertahankan eksistensinya di tengah pesatnya persaingan. Namun, untuk tetap bertahan di tengah persaingan bisnis ini, keunggulan kualitas hanyalah satu dari sekian banyak faktor yang mempengaruhi berkembang tidaknya suatu perusahaan. Oleh karena itu perlu diadakannya sebuah penelitian mengenai pengaruh brand leadership dan perceived quality terhadap  customer loyalty melalui brand personality sebagai variable perantara dan brand trust sebagai variable Intervening  pada merlion school Surabaya. Penelitian ini akan dilaksanakan dengan menyebarkan kuesioner kepada 100 responden konsumen Merlion School Surabaya. Hasil dari 100 responden menyatakan bahwa customer loyalty dari merlion school sangat di pengaruhi oleh Brand Personality yang di intervening dengan Brand Trust dan seluruh variable lainnya berpengaruh secara signifikan.
ANALISA SENSITIVITAS RESPON KONSUMEN TERHADAP EKSTENSIFIKASI MEREK BRAND EXTENSION PADA MARGARINE MEREK FILMA DI SURABAYA Dharmayanti, Diah
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 (239.327 KB) | DOI: 10.9744/pemasaran.1.2.

Abstract

Filma margarine as one of brand extension that Sinar Mas Group Ltd from old product Filma cooking oil. If brand extension have been done is not exact it will be to threten previously product. The success of Filma cooking oil in the market make possible to trigger consumer to buy Filma margarine. To based on his background then examination to known how big the sensitivity and consumer respond toward brand extension to Filma margarine in Surabaya. The result of examination shows sensitivity consumer respond for brand extension from Filma cooking oil to Filma margarine is 5,86. Calculation the change of brand extension stimuli from cooking oil to margarine based on product atribute and phase from hierarchial of effect show positive score 71. Positive sign show that answering score from Filma margarine higher than or bigger than Filma cooking oil. It's mean stimuli for Filma margarine have been good responded by consumer. Abstract in Bahasa Indonesia : Keberhasilan minyak goreng merek Filma di pasaran dapat memicu konsumen untuk juga membeli margarine merek Filma. Margarine merek Filma merupakan hasil perluasan merek (brand extension) yang dilakukan oleh PT. Sinar Mas Group dari produk lama minyak goreng Filma. Penelitian ini bertujuan mengetahui seberapa besar tingkat sensitivitas respon konsumen terhadap kehadiran margarine merek Filma. Hasil penelitian menunjukkan sensitivitas respon konsumen terhadap brand extension dari minyak goreng menjadi margarine adalah 5,86 yang termasuk dalam kategori sensitif. Perubahan stimuli perluasan merek (brand extension) dari minyak goreng ke margarine Filma berdasarkan atribut produk dan tahapan hierarchi of effect menunjukkan nilai positif 71. Nilai positif ini menunjukkan bahwa stimuli yang melekat pada margarine Filma mendapat respon lebih tinggi dari para konsumen dibandingkan dengan minyak goreng Filma yang telah ada sebelumnya. Kata kunci: sensitivitas, respon, perluasan merek.
Korelasi Zone-Of-Tolerance Pada Service Quality Terhadap Customer Value Di PMK (Pemadam Kebakaran) Surabaya Dharmayanti, Diah; Tarigan, Zeplin Jiwa Husada
Jurnal Manajemen dan Kewirausahaan Vol 12, No 2 (2010): SEPTEMBER 2010
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (184.056 KB) | DOI: 10.9744/jmk.12.2.pp. 170-176

Abstract

The particular service delivered by Fire Brigade in Surabaya is one of the services factory which represents a low intensity of employee and low customer interaction/customization that leads to an obligation of delivering good service quality from service providers to their customers. In delivering the services, every service providers should aimed their ultimate goal at satisfying their customers, even if there are significant differences between what they expect and the actual service performance, called the Zone-of-Tolerance (ZOT). In the case of services delivered by the Fire Brigade to its customers in Surabaya, the ZOT can be measured in several dimensions including the tangible, responsiveness, reliability, accessibility, knowledge to customer’s values which has significant impact to their satisfaction. Two hundred respondents were selected using judgmental sampling resulting in 138 responses screened down to 105 valid data (rate of 52.5%). The relationship between expectation and actual service performance is calculated using the method of Partial Least Square (PLS), while the differences is tested using the method of Two Independent Sample. All measurements were conducted using the combination of SPPS ver. 16 and the support of Smart PLS Software. Results of the test conclusively reporting that ZOT dimensions such as tangible (in the form of physical facility of fire extinguisher products that required to be updated) and knowledge (in the form of excellent expertise of fire brigade employees) are delivering values to the society in Surabaya. Unfortunately, the other dimensions such as responsiveness, accessibility, and reliability have failed in giving such values. The concept of ZOT that supported the customer value has significantly creating satisfaction among the society given that the actual service performance that needed to be improved. However, the significant differences between expectation and actual service performance were fairly large given that there should be a massive improvement to the future performances of services delivered by the fire brigade.
Talent Management and Financial Performance: Does Organization Learning Mediate That Relationship? Tarigan, Josua; Ferdian, Gabriele Nia; Hatane, Saarce Elsye; Dharmayanti, Diah
Asia-Pacific Management and Business Application Vol 7, No 1 (2018)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (336.007 KB)

Abstract

This research has a purpose to identify the impact of the talent management through organization learning towards the financial performance of the listed consumer goods sector in Indonesia. Indonesia costumer goods sector has faced significant growth during the recent year, the companies are enforced to establish competitive strategy to maintain their position in the market. Talent management should be paid attention more since it helps the company to attract, acquire, and retain the best employees that may help maintaining their position in the market as well as enhancing the performance. Based on the hypothesis test, it is true that talent management influences organization learning and financial performance. The companies such as PT HM Sampoerna Tbk and PT Unilever Tbk who obtain high score in the talent management variable most likely to be followed by high score in the organization learning as well. The results also reveal that some companies still need to improve the attraction activities and system to capture learning which are the first indicator of talent management and forth indicator of organization learning. In addition, it was found that organization learning as a mediator can strengthen the relationship between talent management and financial performance.
PENGARUH DIGITAL MARKETINGTERHADAP ORGANIZATIONAL PERFORMANCE DENGANINTELLECTUALCAPITAL DANPERCEIVED QUALITY SEBAGAI VARIABEL INTERVENING PADA INDUSTRI HOTEL BINTANG EMPAT DI JAWA TIMUR Laksana, Daniel; Dharmayanti, Diah
Jurnal Manajemen Pemasaran Vol 12, No 1 (2018): APRIL 2018
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (506.572 KB) | DOI: 10.9744/pemasaran.12.1.10-24

Abstract

Pertumbuhan pariwisata di Indonesia terutama di kota besar seperti Surabaya mengalami pertumbuhan yang signifikan. Salah satunya yitu industri perhotelan. Dengan adanya teknologi yang berkembang pesat, media digital digunakan dalam segala aktivitas pemasaran di industri perhotelan ini dalam rangka meningkatkan performa organisasi dari perusahaan. Penelitian ini bertujuan untuk menganalisa Pengaruh Digital Marketing terhadap Organizational Performance dengan Intellectual Capital dan Perceived Quality sebagai Variable Intervening pada Industri Hotel Bintang Empat di Jawa Timur. Terdapat 120 responden karyawan hotel bintang empat di Jawa Timur yang menjadi sampel. Teknik analisa yang digunakan adalah teknik analisis kuantitatif dengan metode path analysis
PENGARUH ENTREPRENEURIAL ORIENTATIONTERHADAP FINANCIAL PERFORMANCE DENGANMARKETING CAPABILITY DAN ORGANIZATIONAL LEARNING SEBAGAI VARIABEL INTERVENING PADA PT.ASURANSI CENTRAL ASIA DI SURABAYA Wijaya, Anthony; Dharmayanti, Diah
Jurnal Manajemen Pemasaran Vol 10, No 2 (2016): OKTOBER 2016
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (756.328 KB) | DOI: 10.9744/pemasaran.10.2.43-51

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Orientasi Kewirausahaan (pengambilan resiko, proaktif, inovasi, persaingan agresif, otonomi), terhadap Kinerja Keuangan di PT Asuransi Central Asia di Surabaya, dengan Kemampuan Pemasaran (pemasaran sensasional, Pemasaran Kemampuan, Pemasaran Target dan Positioning), dan Pembelajaran Organisasi (Komitmen untuk belajar, Bebasgi Visi, Intra-organisasi Pembangian pengetahuan, pemikiran terbuka) sebagai variabel intervening. Penelitian ini dilakukan dengan menyebarkan kuesioner kepada 100 responden klien cabang PT.Asuransi Centra Asia Surabaya. Teknik analisis yang digunakan adalah teknik analisis kuantitatif dengan metode path analysis
PENGARUH INTERNAL MARKETING TERHADAP EMPLOYEE PERFORMANCE DENGAN MARKETING ORIENTATION DAN EMPLOYEE ENGAGEMENT SEBAGAI VARIABEL INTERVENING PADA MINIMARKET INDOMARET DAN INDOMARET POINT DI SURABAYA Evelyn, Devi; Dharmayanti, Diah
Jurnal Manajemen Pemasaran Vol 11, No 2 (2017): OKTOBER 2017
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (236.231 KB) | DOI: 10.9744/pemasaran.11.2.45-53

Abstract

Perkembangan pasar modern semakin berkembang pesat, khususnya di Indonesia pada tahun 2016. Peningkatan pengguna pasar modern juga mempengaruhi para pebisnis untuk mengembangkan bisnis retail minimarket. Minimarket dikenal dengan mini pasar modern yang mengutamakan kenyamanan berbelanja dengan beberapa fasilitasnya.Hal inilah yang berdampak pada semakin tingginya persaingan untuk mempertahankan dan meningkatkan pelayanan minimarket. Penelitian ini bertujuan untuk menganalisa pengaruh dari Internal Marketing terhadap Employee Performance pada Indomaret dan indomaret Point di Surabaya dengan Marketing Orientation dan Employee Engagement sebagai variabel intervening. Penelitian ini dilaksanakan dengan menyebarkan kuisioner kepada 100 responden karyawan Indomaret dan Indomaret Point di Surabaya.Teknik analisa yang digunakan adalah teknik analisis kuantitatif dengan metode path analysis.