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PERAN PEMULIHAN LAYANAN SEBAGAI PENDORONG KEPUASAN DAN PERILAKU PEMBELIAN ULANG Hayuningtias, Kristina Anindita; Pradita, Nungki; Tjahjaningsih, Endang
Jurnal Bisnis dan Ekonomi Vol 27 No 1 (2020): Vol. 27 No. 1 EDISI MARET 2020
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Stikubank

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This study aims to analyze the effect of service recovery consisting of distributive justice, procedural justice and interactional justice on consumer satisfaction and repurchase behavior. Respondent data were 105 Larissa Aesthetic Center consumers taken using purposive sampling technique. The analytical tool used in this study is multiple linear regression. The results of the study stated that service recovery consisting of distributive justice, procedural justice and interactional justice had a positive and significant effect on satisfaction and repurchase behavior. Based on these results it can be concluded that service recovery plays an important role in increasing satisfaction and shaping consumer repurchase behavior
PENGARUH KARAKTERISTIK PEKERJAAN DAN PENGARUH KOMITMEN ORGANISASIONAL DENGAN BUDAYA ORGANISASI SEBAGAI MODERASI (STUDI PADA PERSONIL BERSERTIFIKAT PENGADAAN BARANG/JASA DI LINGKUNGAN PEMERINTAH DAERAH KOTA TEGAL) Haryono, Haryono; Tjahjaningsih, Endang
Jurnal Ilmiah Telaah Manajemen Vol 15 No 2 (2018): VOL. 15 NO. 2 2018
Publisher : Jurnal Ilmiah Telaah Manajemen

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The research objective is to examine and analyze the influence of job characteristics and the influence of organizational commitment on performance with organizational culture as moderation.Respondents in this study were certified personnel in procurement of goods / services in the Tegal City Government. Data collection using census method as many as 117 respondents in the form of questionnaires with validity and reliability testing techniques and test the relationship between variables with mutiple regression models. The results showed that job characteristics and organizational commitment had a positive and significant effect on performance, organizational culture proved to be a moderating variable and strengthened the influence of job characteristics and organizational commitment on performance.  Keywords: job characteristics, organizational commitment, organizational culture, performance
PENGARUH MOTIVASI DAN KUALITAS KEHIDUPAN KERJA TERHADAP KINERJA PEGAWAI DENGAN MEDIASI PERSON ORGANIZATION FIT (STUDI PADA PEGAWAI NEGERI SIPIL SEKRETARIAT DAERAH KABUPATEN DEMAK) Wulandari, Lina; Tjahjaningsih, Endang
Jurnal Ilmiah Telaah Manajemen Vol 14 No 2 (2017): VOL. 14 NO. 2 2017
Publisher : Jurnal Ilmiah Telaah Manajemen

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This study has aimed to examine and to analyze the influence of motivation and quality work of life on employee performance with person organization fit mediation on Civil Servant Employees Sekretariat Daerah Kabupaten Demak. Data collection used survey method for 110 respodens. They were Civil Servant Employees on Sekretariat Daerah Kabupaten Demak with slovin methode. The technique of data testing used statistical method, they covered validity test, reliability test, regression analysis, t-test and mediation test. They were used to test and to prove hypotheses of  study. Based on resulting of their analysis, its examining pointed out motivation did not influence for person organizatio fit while quality work of life influence positive and significant for person organization fit. Motivation and quality work of life influence positive and significant for employee performance. Keywords:  motivation,   quality   work   of   life,   person  organization     fit   and employee performance.
ANALISIS KOMPETENSI PROFESI DAN ADAPTABILITAS DALAM MEMPENGARUHI PENGAMBILAN RISIKO SERTA DAMPAKNYA TERHADAP KERAGAMAN PRODUK Tjahjaningsih, Endang
Proceeding Fakultas Ekonomi 2012
Publisher : Proceeding Fakultas Ekonomi

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Pengambilan risiko biasanya dipandang sebagai ciri atas sifat individual namun sesungguhnya bisa dipandang sebagai suatu konstruk tingkat organisasi. Pengambilan risiko organisasi diperhitungkan dalam arti entrepreneur secara obyektif mengidentifikasi faktor-faktor kunci risiko, kemudian secara sistematis mengelola faktor kunci tersebut. sikap positif terhadap pengambilan risiko berinovasi membantu pemilik usaha untuk berani mengambil risiko. Untuk itu dibutuhkan kompetensi profesi sebagai kunci untuk mendapatkan pengambilan risiko yang logis. Pengaruh ketidak pastian lingkungan dengan adanya tekanan dan dukungan lingkungan maka organisasi berusaha melakukan adapatabilitas lingkungan untuk menyesuaikan diri dalam meredam atau memanfaatkan pengaruh lingkungan. Studi ini dalam model empiris dimulai dari faktor-faktor yang mempengaruhi pengambilan risiko berinovasi dengan meningkatkan kompetensi profesi dan adaptabilitas lingkungan, sehingga dapat diperoleh kejelasan tentang bagaimana meningkatkan pengambilan risiko berinovasi sebagai upaya untuk meningkatkan keragaman produk. Penelitian ini menggabungkan Resource Based Theory, Market Based Theory (Contingency Theory), Teori kewirausahaan (Entrepreneural Theory) dan Teori Prospek (Prospect Theory)Kata Kunci: adapatabilitas lingkungan, kompetensi profesi, pengambilan risiko berinovasi, keragaman produk.
PENGARUH CITRA DAN PROMOSI TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN (STUDI PADA PELANGGAN SUPERMARKET CARREFOUR DI SEMARANG) Tjahjaningsih, Endang
Proceeding Fakultas Ekonomi 2013: 2013
Publisher : Proceeding Fakultas Ekonomi

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This research aims to develop and test empirical model of development customer loyalty on the basis of image and promotion. The research was conducted at Customer of Carrefour Supermarket in Semarang. The empirical test model used was regression analysis by using some software, such as: SPSS 16.0 and Microsoft Excel version. 2007. The sample size of the study was 100 Customer of Carrefour Supermarket in Semarang. The results showed that image affect positively towards customer satisfaction, and promotion affect positively towards customer satisfaction. Image, promotion, and customer satisfaction affect positively towards customer loyalty. Furthermore, mediating effect of customer satisfaction apply to image effects on customer loyalty. Customer satisfaction serves as a mediating variable between the variable image on customer loyalty. Mediating effect of customer satisfaction apply for promotion effect on customer loyalty. Customer satisfaction serves as a mediating variable between promotional variables on customer loyalty. This study contributes to the Resources-Based Theory, and Market Based Views. Limitation, theoretical implications, and managerial implications are also discussed in this study. Keywords: image, promotion, customer satisfaction, customer loyalty
PENGARUH PRODUK, HARGA DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN (Studi Kasus Pada Toko Bangunan Sumber Manis Kaliwungu Kendal) Farid Ali Mustafa, 08.05.51.0078; Tjahjaningsih, Endang
Students Journal of Economic and Management Vol 1, No 1 (2012): VOL. 1 NO. 1 EDISI PERTAMA 2012
Publisher : Students Journal of Economic and Management

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The purpose of this study was to analyze the Effect of variable Product, Price and Promotion on purchase decisions" to the purpose of analyzing purchasing decisions on Building Shop Sumber Manis Kaliwungu Kendal. The population in this study is consumers TB. Sumber Manis Kaliwungu Kendal. Sampling was done by using "purposive sampling" technique of determining if the information for the data samples taken from specific targets, by taking samples with specific criteria. The criterion is consumer TB. Sumber Manis who purchase two or more than two times and the number of samples taken as many as 100 people. The results of this research are: (1) The results of the statistical linear regression analysis can be shown by the regression equation Y = 0.201 X1 + 0.437 X2 + 0.278 X3. From the regression equation it is known that the product, price and promotion has a positive and significant impact on purchasing decisions. (2) The calculation of the coefficient of determination 0.544 magnitude. This means that the effect of the variable product (X1), price (X2) and Promotion (X3), jointly influence the purchase decision variable (Y) equal to 54.4% while the remaining 45.6% is influenced by other variables not included in this study. (3) The hypothesis that has been done in this study are: a) There is a positive and significant relationship between product purchase decisions on TB. Sumber Manis. b) There is a positive and significant correlation between the price of the purchase decisions on TB. Sumber Manis. c) There is a positive and significant relationship between promotion against purchasing decisions on TB. Sumber Manis.Keywords: Product, Price, Promotion and Purchasing Decisions.
PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN INDOVISION DI SEMARANG Sholekatun Fadhilah, 09.05.51.0022; Tjahjaningsih, Endang
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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Indovision is a company engaged in television service in Indonesia, which has been trying to provide good service to its customers so that customers feel satisfied, but there are indications of a decline in customer satisfaction can be seen from the falling percentage of the number of customers. Matters relating to customer satisfaction such as brand image and service quality. This study aimed to determine the effect of brand image and service quality on customer satisfaction Indovision Semarang branch, either partially or simultaneously.  The population in this study were all customers Indovision Branch Semarang, the sampling technique used is accidental sampling. Data collection is done through a questionnaire. Data analysis was performed by multiple regression but first tested the validity and reliability data analysis of the data using a parcial hypothesis test (ttest), simultaneous testing (Test f) and the coefficient of determination (R2). Based on the analysis conducted showed that brand image has a positive and significant effect on customer satisfaction with a significancevalue of 0.011 which is smaller than 0.05, the quality of service also has a positive and significant effect on customer satisfaction with a significant value of 0.000 which is smaller than 0.05 . While simultaneously brand image and service quality has positive and significant impact on customer satisfaction with a significance value of 0.000 is smaller than 0.05. Brand image and service quality affects customer satisfaction Indovision Semarang branch of 85%. The quality of service has a greater influence than the brandi mageto customer satisfaction. The conclusion of this research is that the brand image and service quality has a positive and significant impact on customer satisfaction either partially or simultaneously. Suggestions can be submitted Indovision management should create a program that can create a positive image to the community. Maintain and enhance the quality ofservice that customers feel more comfortable and loyal to Indovision.Key words : brand image,service qualitv and customer satisfaction
PENGARUH KUALITAS LAYANAN TERHADAPKEPUASAN NASABAH L. Anisia Fatsha, 08.05.51.0102; Tjahjaningsih, Endang
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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The purpose of this study was to analyze the influence of variable tangible, reliability, responsiveness, insurance, and empathy to the credit customer satisfaction BPR Arto Moro Semarang. Samples used in this study of 100 respondents with a sampling technique is purposive sampling. The collected data were analyzed using factor analysis, the formula Cronobachs Alpha, multiple regression analysis, t test. The research results can be concluded that: (1) The results of statistical calculations with multiple linear regression analysis can be shown by the regression equation Y = 0,197 X1 + 0,630 X2 + 0,177 X3 + 0,147 X4 + 0,182 X5. The most dominant factor in influencing customer satisfaction is a variable reliability backed by the highest reliability of regression coefficient (0.630) followed by tangible variables (0.197), empathy (0.182), responsiveness (0.177) and assurance(0.147). (2) Adjusted R Square by 71,2%. While the remaining 28.8% is influenced by variables other than this research model, for example image. (3) The hypothesis that has been done in this study can be concluded that : There are positive and significant between the tangible, reliability responsiveness, insurance, and empathy to the credit customer satisfaction BPR Arto Moro Semarang.Key words: Service Quality, Customer Satisfaction
PENGARUH PERSEPSI HARGA, KUALITAS LAYANAN DAN CITRA TERHADAP TINGKAT KEPUASAN PASIEN RAWAT INAP Bonnietta Dwi Senjani, 09.05.51.0055; Tjahjaningsih, Endang
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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This research is a study that tested the effect of price perceptions, quality of service and image. The purpose of this study were: 1) examine the effect of price perception on the level of patient satisfaction in hospitals Dr. Soewondo Kendal. 2) test the effect of Service Quality on the level of satisfaction of hospitalized patients. 3) test the effect of imagery on the level satisfaction hospital inpatients Dr. Soewondo Kendal. Factor Price Perception, Image Quality and service are some of the factors that influence patient satisfaction. The study was conducted on patients hospitalized at the Hospital Dr. Soewondo Kendal. Respondents are being sampled in this study were 95 respondents with sampling methods using purposive sampling. The results showed that, The first hypothesis accepted, meaning that the more positive perception of the price received by patients will increase patient satisfaction. The second hypothesis is accepted it means the better the quality of service will further enhance the satisfaction. The third hypothesis is accepted it means that the better the image will further enhance the satisfaction. So it can be concluded to build the necessary patient satisfaction among perceptions of price, quality of service and a good image.Key words: Price Perception, Service Quality, Image and Patient Satisfaction
PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Pengguna Jasa Penginapan Hotel Pandanaran Semarang) Andria Ferry Rosmawan, 07.35.02.0724; Tjahjaningsih, Endang
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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Abstract

One of [the] action to satisfy consumer by give service to consumer with as well possible. this fact can be seen, that there is several things that can give customer satisfactions that is customer total value yag consist of product value, service value, value personal, image value or image, and customer total cost that consist of monetary cost, time cost, energy cost, and idea cost (kotler, 2000: 50). with service quality existence either in in a company, will creat satisfaction to all the consumer. after consumer felts satisfied with product or service that accepted it, consumer will compare service that given. when does consumer felt genuinely satisfied, they will buy to repeat with give recommendation to another person to buy in place same. This watchfulness population entire entire hotel visitors pandanaran semarang. watchfulness sample election technique is done according to non probability sampling. steps that sample taking technique do distribution kuesioner by visit one who is spending at hotal pandanaran and ever spend the night at hotel pandanaran more than 1 time. to test researcher data quality does validity testing and reliabilitas. while to answer watchfulness hypothesis is used doubled regression analyzer, after previous done test normalitas data. besides, this watchfulness also test fit from model. test tool that with test f and determination coefficient. This watchfulness result shows that reliability, assurance, and emphaty positive influential and significant towards consumer satisfaction. While watchfulness result for another free variable, that is tangible, and responsive negative influential and significant towards consumer satisfaction. Key words: tangible, reliability, responsive assurance, emphaty,  consumer satisfaction.  
Co-Authors ., Nursangadah 07.35.02.0724 Andria Ferry Rosmawan 08.05.51.0078 Farid Ali Mustafa 08.05.51.0102 L. Anisia Fatsha 09.05.51.0022 Sholekatun Fadhilah 09.05.51.0055 Bonnietta Dwi Senjani 12 4202 0046 Rusmani Budiharjo 12.42.02.0043 Bayu Iriyanto Hutama 13.5202.0022 HadiSubena, 13.5202.0022 1352020087 Qurotul ‘Aini, 1352020087 1352020094 Apriliyana Megawati, 1352020094 Achmad Nurul Huda, 13.05.51.0148 Achmad Nurul Huda, 13.05.51.0148 Adib Saeroji, Adib Adnan Surya Azhari, 13.05.51.0223 Adnan Surya Azhari, 13.05.51.0223 Ah. Fayumi, Ah. Ali Maskur Alimuddin Rizal R Anita Dyah Wulandari, Anita Dyah Budiharjo, Rusmani Dewi Ayu Pratiwi, 15.05.51.0010 Dewi Handayani U.N Dewi Setyani, 12.05.51.0010 Dewi Setyani, 12.05.51.0010 Diana Ari Cahyani, 12.05.51.0172 Diana Ari Cahyani, 12.05.51.0172 Diana Yunita Sari, 14.05.51.0264 Diana Yunita Sari, 14.05.51.0264 Dwi Budi Santoso Ega Tomy Andreawan, 12.05.51.0152 Ega Tomy Andreawan, 12.05.51.0152 Enggar Dwi Nastiti, 14.05.51.0248 Euis Soliha Haryono Haryono Hayuningtias, Kristina Anindita Hayuningtias, Kristina Anindita Hendrawati, Sri Retno Irawan, Ade Candra Irwinda Amelita Rahmayani, 15.05.51.0059 Lina Wulandari, Lina M. Helmi Irfani, 14.05.51.0160 Maurine Yuliani Mulyo Budi Setiawan Nurul Hidayah, 15.05.51.0065 Pambudi, Bima Andrianto Pradita, Nungki Pratiwi, Dewi Ayu Pribowo, Arief Pungky Sulistyo Wardani, 14.05.51.0009 Putri Widiastuti, 14.05.51.0137 RA. Marlien, RA. Reza Adi Prabowo, 15.05.51.0007 Rhameswari, Ayunda Rizal Fatkhul Rafa, 14.05.51.0175 Saidatus Salamah, 14.05.51.0087 Saidatus Salamah, 14.05.51.0087 Sari, Diana Yunita Sari, Diana Yunita Suri Sustikawati, 15.05.51.0191 Teguh H Prayitno, Teguh Ticha Tiwi, 14.05.51.0146 Zaman, Nur