Articles

PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS LAYANAN TERHADAP PEMBELIAN ULANG MELALUI WORD OF MOUTH SEBAGAI VARIABEL MEDIASI (STUDI PADA PELANGGAN ALFAMART DI KECAMATAN BANYUMANIK, KOTA SEMARANG) Yuristika, Mia; Farida, Naili; Dewi, Reni Shinta
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 3, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (211.738 KB)

Abstract

The application of the program a relationship marketing part of customer relationship management in business approaches to affect the habit of customers through good communication will create word of mouth and can increase repurchase decision. Especially in the field of retail, the quality of services will be one of the consideration of the person before decide to choice. Alfamart observance of some aspects of competition to win in the retail business.This research supported by decreasing rank Alfamart?s top brand. The aim of this research is to find out the customer relationship management and quality service to repurchase decision through word of mouth on customers Alfamart. The method of this research is explanatory with multi stage sampling technique and taken 100 people as a Kartu AKU user. Quantitative analysis is a technique used to test the validity, reliability, coefficient correlation, coefficient determination, simple regression analysis and multiple regression analysis, significance tests (t test and f test), and path analysis.The research results show that the variable customer relationship management and service quality in a partial influence word of mouth and repurchase decision, but simultaneously only affect the repurchase decision. Variable word of mouth partial evaluation repeated affect the purchase , but not proved as variable mediation for the purchase of repeated if tested simultaneously.Suggestions that can be given in this research among others the company expected to provide training to employees on product knowledge, more attention to the convenience of shopping place, increase experience kartu AKU users, and especially about how to handling customer complaints.
PENGARUH ORIENTASI PASAR DAN ORIENTASI KEWIRAUSAHAAN TERHADAP KEUNGGULAN BERSAING MELALUI INOVASI PRODUK SEBAGAI VARIABEL ANTARA (STUDI KASUS PADA IKM BATIK DI KAMPUNG BATIK LAWEYAN, SOLO) Helia, Renita; Farida, Naili; Prabawani, Bulan
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 4, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (115.507 KB)

Abstract

This research is motivated by competition between batik industries increasingly stringent. Kampung Laweyan Solo is one of small and medium sized enterprises that compete with others. Not only compete with domestic batik industries but also compete with international batik industries. To compete with others, batik industries should create superiority in their products. So that, SMEs in Kampung Laweyan Solo should have a competitive advantage to compete with others. Innovation can be used as one of the strategies to achieve competitive advantage. Therefore, product innovation must be improved to achieve competitive advantage by way of market oriented and entrepreneurial oriented.Type of research is explanatory research, whose aim is to examine the causal relationship between competitive advantage, market orientation, entrepreneurial orientation and product innovation. The population of about 124 owners of batik industries in Kampung Batik Laweyan, Solo. The sampling technique used was purposive sampling so that the number of sample are 50 people. The analysis technique used was quantitative analysis with SPSS (Statistical Package For Social Science) as a tool. The results showed that the effect of partially or simultaneously between market orientation, entrepreneurial orientation and product innovation  on competitive advantage. Based on the results of path analysis (path) shows that product innovation is the intervening variable.
PENGARUH KUALITAS PELAYANAN, HARGA DAN PROMOSI TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PT. MATAHARI SILVERINDO JAYA SEMARANG Wibawa, Padma Triscahyaning; Farida, Naili; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 3, Nomor 4, Tahun 2014
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (67.732 KB)

Abstract

 Matahari Silverindo Jaya is a company who have to proceed glass and mirror. This company was build in 2001 in Candi Industrial Area Semarang, Central Java, Indonesia. To improve their profit, this company make a new product, such as tempered glass and porselein. After that, Matahari Silverindo Jaya make their product with machine.The purpose of this research is to determine the influence of service quality, price and promotion on loyalty through cotumer satisfaction at Matahari Silverindo Jaya Company Semarang. The type of this research is Explanatory Research with data used in this study is primary data obtained using  questionnaire and library research. Analysis of data using simple linear regression and multiple regression test with SPSS 16.0. While hypothesis testing using the t test, f test, correlation coefficient, and the coefficient of determination.Based on the analysis it can be concluded that there is a positive and significant influence between service quality to satisfaction, positive and significant influence between price to satisfaction, positive and significant influence between promotion to satisfaction, posiitive and significant influence between service quality, price and promotion to satisfaction between service quality to loyalty, positive and significat influence between price to loyalty, positive and significant influence between promotion to loyalty, there is positive and significant influence between quality of the service, price and promotion to loyalty, there is positive and significant influence between service quality to loyalty.Sugestion for the company is to meke their product on time and with the good quality of the basic ingredients. Besides that, the company must improve their delivery and promotion, in order for their product information can be accept by the consumer.
PENGARUH KEPERCAYAAN MEREK, SWITCHING COST, DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN ( STUDI PADA PENGGUNA PONSEL NOKIA PADA MAHASISWA FISIP UNIVERSITAS DIPONEGORO ANGKATAN 2010 SAMPAI 2012 ) Nisa, Harum Amalun; Farida, Naili; Dewi, Reni Shinta
Jurnal Ilmu Administrasi Bisnis Volume 2, Nomor 2, Tahun 2013
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (87.817 KB)

Abstract

This study aims to determine the effect of brand trust, switching cost, and customer satisfaction on consumer loyalty in the mobile phone brand Nokia students FISIP UNDIP force 2010 to 2012. The sample amounted to 81 respondents with a sampling technique used is purposive sampling. Based on the test results indicate that the simultaneous F variable brand trust, switching cost, and customer satisfaction has positive and significant impact on customer loyalty at 50.6% which means that customer loyalty can be explained by brand trust, switching cost, and customer satisfaction of 50.6 %, and the remaining 49.4% can be explained by other variables. Partially based on t test variables in this study have positive and significant switching costs which have the greatest influence in the amount of 32.9%, while the lowest brand trust has the effect of 7.3%. the recomendations can be given in this study is a need to improve the quality in response to customer complaints handling. the need to improve the quality of the Symbian system hang if the order is not easy to use and less prone to viruses. Increasing improvements in network systems in order not to lag in accessing the internet.
PENGARUH CRM DAN CUSTOMER EXPERIENCE TERHADAP KEPUTUSAN PEMBEIAN ULANG MELALUI BRAND TRUST PADA PT. NASMOCO PEMUDA Rahmadewi, Triyani; Farida, Naili; Dewi, Reni Shinta
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 3, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (128.854 KB)

Abstract

The research was motivated by the decrease in the number of consumers who served at PT. Nasmoco Pemuda. The aim of this research is conducted to determine the influence of customer relationship management and customer experience support to re-purchasing through brand trust. The population is all consumers who served in 2014 . While the sample of 100 consumers, with sample technique used was purposive sampling. The analysis used in this research is the Path Analysis using software SPS 19.0, which previously tested the validity, reliability, correlation coefficient, simple and multiple regression analysis, the coefficient of determination, and signification test (t test and F test) first. The result of this research approved that customer relationship management (X1) and customer experience (X2) partially or simultaneously can influenced brand trust (Z) and re-purchasing (Y). According the result of path analysis showed that brand trust variable is intervening variable towards re-purchasing in this research.
PENGARUH EXPERIENTIAL MARKETING DAN CONSUMER EXPERIENCE TERHADAP BRAND LOYALTY MELALUI BRAND TRUST SEBAGAI VARIABEL INTERVENING (STUDY PADA INUL VIZTA SEMARANG) Sarastiti, Herdini; Farida, Naili; Ngatno, Ngatno
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 3, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (418.22 KB)

Abstract

This research is motivated by the phenomenon of karaoke as a lifestyle trend today. The more places that offer karaoke variety of services and facilities complete with modern technology to pamper consumers accompanied with the package offers a varied and competitive prices. The offer is aimed to attract people like a big city of Semarang. One of the karaoke placed in the city of Semarang is Inul Vizta. Inul Vizta Semarang trying to increase the number of visitors, but from 2011 to 2013 a decline in the number of visitors.            The purpose of this study was to determine the influence of experiential marketing and consumer experience on brand loyalty through brand trust on Inul Vizta Semarang. The type of this research is explanatory research, with data collecting technique by questionnaire and interview. The sampling technique of this research use purposive sampling. The sample in this research were 100 respondents who were Inul Vizta Semarang?s consumer. Both quantitative analysis of this research technique using a validity test, reliability test, correlation coefficient, simple and multiple regression analysis, the coefficient of determination, a signification test (t test), path analysis and sobel test.            The results of research shows that experiential marketing and consumer experience in partial positive influence on the brand of trust, experiential marketing and consumer experience a partial influence positive brand loyalty, brand trust influential positive brand loyalty, as well as experiential marketing and consumer experience a partial influence positive brand loyalty through the brand trust. Based on the analysis of test track and sobel show that the variable brand trust is variable intervening against the brand loyalty in this research.
PENGARUH DAYA TARIK DAN WORD-OF-MOUTH TERHADAP KUNJUNGAN ULANG MELALUI KEPUASAN Parastiwi, Fitriandini Dwi; Farida, Naili
Jurnal Ilmu Administrasi Bisnis Volume 6, Nomor 1, Tahun 2017
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (380.727 KB)

Abstract

Tourism in Indonesia has been growing rapidly. Ketep Pass is one of the natural attractions in Magelang, Regency Central Java in which the number of visits during 2011 to 2015 hasbeen fluctuating. So that the goverment expect to increase visits to attractions Ketep Pass with satisfaction gained from seeing the sights and the positive impact (WOM). The purpose of this study was to identity the effect of attraction and word-of-mouth through satisfaction to re-visit the sights Ketep pass. This type of research is explanatory research, with data collection through questionnaires and interviews. The sampling technique used purposive sampling technique. The Sample was taken from 100 adult visitor respondents who have travelled to Ketep Pass. This study used quantitative analysis techniques. Quantitative analysis using validity, reliability test, the coefficient of correlation, simple and multiple regression analysis, the coefficient of determination, significance test (t test) in one direction, and Sobel test. The results of this research shown that there is a positive effect of natural attractions and word-of-mouth significantly on satisfaction, and satisfaction has a positive effect on return visits. Based on the analysis of Sobel test, known that the variable of natural attractions and word-of-mouth significant effect on satisfaction. Further variables significantly influence the satisfaction of repeat visits. Based on these results it is recommended to increase the repair and maintained the facilities to the tourist attractions as well as add a cultural event which could be an attraction for visitors to visit a tourist attraction Ketep Pass.
PENGARUH KETIDAKPUASAN DAN IKLAN PRODUK PESAING TERHADAP PERILAKU BRAND SWITCHING DENGAN KEBUTUHAN MENCARI VARIASI SEBAGAI VARIABEL MODERATINGNYA ( STUDI PADA MANTAN PENGGUNA KARTU PRA BAYAR IM3 DI LINGKUNGAN MAHASISWA FISIP UNIVERSITAS DIPONEGORO ) Rosi, Janatien; Farida, Naili; Budiatmo, Agung
Jurnal Ilmu Administrasi Bisnis Volume 1, Nomor 1, Tahun 2012
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (85.971 KB)

Abstract

This study aims to determine the effect of dissatisfaction and advertisement of competing products towards brand switching behaviour of IM3 consumers through variety seeking as a moderating variable. The sampling technique used was purposive sampling. Whereas, the method of analysis used in this research was path analysis. The result of calculation indicated that each of the variable of dissatisfaction, variable of competing product advertisements, and variable of variety seeking has a positive, significant effect on variable of brand-switching behaviour. The effect caused by the variable of dissatisfaction towards variable of brand-switching behaviour is the biggest, it is as much as 57.5%. Simultaneously has a positive, significant effect towards variable of brand-switching behaviour as much as 65.5%, while the remaining is 34.5% is explained by the other factors. Based on the path analysis calculation, it was proved that variable of variety seeking as a moderating variable can be a strengthening relationship mediator between variable of competing product advertisement and variable of brand switching behavior. Meanwhile, the variety seeking variable exactly being a mediator which weaken the relevance of dissatisfaction variable to the brand switching behavior. The recommendations of this research are the company should improve the quality of service, expand the signal coverage, upgrade the signal strength, make the sound of product clearer. The company also should increase the frequency of publicity in several media. The creativity of advertising strategy also should be increase in term of showing/ appearance, design, and the message that will be delivered. Its advertisement should explain the brand excellence comparing with the competitors to prevent the customers who like variations.
PENGARUH CORPORATE SOCIAL RESPONSIBILITY, PERCEIVED QUALITY DAN BRAND IMAGE TERHADAP KEPUTUSAN PEMBELIAN ULANG DENGAN CORPORATE IMAGE SEBAGAI VARIABEL INTERVENING STUDI PADA PENGGUNA PRODUK TOLAK ANGIN PT SIDOMUNCUL DI KELURAHAN TEMBALANG SEMARANG Eka, Noviasari Dewi; Farida, Naili; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 2, Nomor 3, Tahun 2013
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (175.2 KB)

Abstract

This study aimed to determine the effect of corporate social responsibility, perceived quality and brand image to purchase decisions with the corporate image as an intervening variable. Type of research used in this research is explanatory research with 100 respondents taken using accidental sampling technique. The method of analysis used in this study is using a simple linear regression two ? stage with SPSS for windows. The results shows that corporate social responsibility variables, perceived quality and brand image has a positive and significant effect (partial) to the corporate image of each 19,4%, 30.4% and 34,6%. Corporate image variable also has a positive and significant effect (partial) to the purchase decisions of 16, 9%.
PENGARUH PERCEIVED VALUE DAN BRAND IMAGE TERHADAP REPURCHASE INTENTION MELALUI WORD OF MOUTH SEBAGAI VARIABEL INTERVENING SMARTPHONE SAMSUNG GALAXY SERIES Anggaeni, Maya; Farida, Naili; Listyorini, Sari
Jurnal Ilmu Administrasi Bisnis Volume 4, Nomor 4, Tahun 2015
Publisher : Departemen Administrasi Bisnis, FISIP Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (31.467 KB)

Abstract

This research is motivated their smartphone trends in society as well as themore famous brand Samsung in the community. In addition to improvements in thebrand image of Samsung, Samsung also increased sales both at the global level as wellas in Indonesia, however, the increased sales of Samsung have not made the Samsungranked number one in the Top Brand Index from 2012 to 2014. The sample are 100person of smartphone Samsung Galaxy consumers. The results showed that the effect ofpartially or simultaneously between Perceived Value and Brand Image on Word ofMouth. Based on a two-stage regression results indicate that Word of Mouth is anintervening variable to variable Repurchase Intention in this study.
Co-Authors Agung Budiatmo Agus Naryoso ahmad yani Ahyar Yuniawan Amelinda, Talitha Andi Wijayanto Andika Wijaya Kurniawan Anita Dwi Kurniati Apriatni Endang Prihartini Ari Pradhanawati Arif Rakhman Ariya Pradipta Ayunda, Errisa Dila Bagus Nyoman Udayana, Ida Bill Ovid Panjaitan Bintang Yuniar, Bintang Bulan Prabawani Cipta, Sabrina Rahma Danendra, Jay Satriadi Edi Sudrajat Edi Sumarno Eka Safitri Fajria Emi Nursanti Fais, Muhammad Ashar Fajryanti, Vanny Fitria Sulistiani, Fitria Fitriandini Dwi Parastiwi, Fitriandini Dwi Friska Agnanda Giska Ova Gradistya, Giska Ova Grace Radamuri Hari Susanta Nugraha Harum Amalun Nisa Heppy Widya Antika Herdini Sarastiti, Herdini Intan Nur Maharani Intan Yuningtyas Anggraeni Ishmah Parameswari Hafi, Ishmah Parameswari Janatien Rosi Khilmi Izdiana Khurita Desi Harsanti Lesmanawati, Diana Lestari, Noor Septi Lintang Tyas Kristanti, Lintang Tyas Luthfi, Faizal Marten Hanura, Marten Maya Anggaeni, Maya Mia Yuristika, Mia Mila Azhari Muhammad Ivan Aliyan Nawazirul Lubis Ngatno Ngatno Nines Intan Novianti, Nines Intan Nisrina Kamilah, Nisrina Noor Fajar Rizky Nugrahanto, Noor Fajar Rizky Noviasari Dewi Eka Nurlan Oktafiani Siregar, Nurlan Oktafiani Nursinggih, Asa Ridho Padma Triscahyaning Wibawa Paramitha Agdina Pusparini Puji Wibowo R Prakoso, Muhammad Taufan Rahman, Ridho Ratih Dwi Hastari Ratna Acintya Putri Reni Shinta Dewi Renita Helia, Renita Reski Pratiwi, Reski Retno Kusniati Rhisa Ayu Ismasari, Rhisa Ayu Rodhiyah Rodhiyah Ryan Irtanto Sari Listyorini Saryadi Saryadi Sendhang Nurseto Suci Widyawati Sudiro Sudiro Syamsiyah Syamsiyah Triyani Rahmadewi, Triyani Verissa Rana Khansa, Verissa Rana Wahid Abdulrahman, Wahid Widayanto Widayanto Widiartanto Widiartanto Yulianta Restuadhi