To maintain and improve customer relationship is the right strategy in the crisis period. This effort can be implemented by marketing relationship strategy. This strategy focus on customer as a partner, who we have to build continuous mutualism relationship. This is a long term relationship which impact on cost efficiency, compared than to get a new customer. This relationship gurantee the companyâs lifetime, so it will be strenghten economic condition.
To maintain and improve customer relationship is the right strategy in the crisis period. This effort can be implemented by marketing relationship strategy. This strategy focus on customer as a partner, who we have to build continuous mutualism relationship. This is a long term relationship which impact on cost efficiency, compared than to get a new customer. This relationship gurantee the companys lifetime, so it will be strenghten economic condition.
AbstractThis study is aimed to analyze to what extend is the implementation of Enterprise Resource Planning (ERP) by involving transformational key user leadership style as the moderating variable. This study used DeLone and McLean information system success model approach. There are 285 universities in east Java, Indonesia as the population. As for this study, 164 universities are chosen as the samples by using the disproportionate stratified random sampling through organizational unit analysis. The instrument that is used to analyze the data is Structural equation Modeling (SEM) program Amos 22. The constructs used to make the model are transformational key user leadership, System Quality, and User Satisfaction. The result showed that the quality system has no influence towards the user satisfaction, and transformational key user leadership style moderates the quality system influences the quality system on the user satisfaction.
This study aims to investigate the determinants of Small and Medium Enterprises (SME) can be survive in this free trade era. Using purposive sampling, 100 small medium enterprises are involved as respondent. Descriptive statistic analysis is employed to analyze the research problem. The results indicate that 7P’s have significant effect as a SME’s strategy. The 7P’s strategies represents product, price, place, promotion, people, process, and philosophy. Meanwhile, policy and partner has no significant effect. The results of this study hold important implications for both practitioners and academics. The empirical findings from this study are expected to benefit the continued development of the garment market in Klaten. Possible implications of these results for firms’ marketing strategies and directions for future research are also discussed.
Objective of the study this paper is to discuss result of the study which examines effects of customers’ cultural values in developing e-loyalty in globalization era and integrative model which based on relationship marketing theory. These customers’ cultural values include personal relationship, long-term relationship, credibility among organizations, and English capability. Design/methodology/approach in this study is using triangulation approach consisted of survey on 17 customers, interview with manager, and instrument data processing of 200 respondents based on Structural Equation Modeling (SEM), its result shows that there is significant relation among customers’ cultural values in developing e-loyalty of Sharia banking especially in BSM Kudus Branch. Knowledge provided in this paper is expected to be able to help bank manager in handling issues of decreasing customers’ e-loyalty of Sharia banking by cultural approach.
The research shown : (1) market orientation direct effect positive and significant to competitive adventage on CV Multi Global Agrindo. (2) market orientation indirect effect positive but not significant to competitive adventage on CV Multi Global Agrindo by business performance. (3) Product inovation direct effect positive and significant to competitive adventage on CV Multi Global Agrindo. (4) Product inovation indirect effect positive and significant to competitive adventage on CV Multi Global Agrindo by business performance. (5) product quality direct effect positive and significant to competitive adventage on CV Multi Global Agrindo. (6) product quality indirect effect positive and significant to competitive adventage on CV Multi Global Agrindo by business performance. (7) business performance is direct effect positive and significant to competitive adventage on CV Multi Global Agrindo.
The purpose of this study was to examine the effect of personal interaction quality between employer with their customer, relationship quality between employer with their customer, product and service quality on customer loyalty PT. Asuransi Jasindo Solo Branch Office with customer satisfaction as a mediating variable. Collecting data using a questionnaire. The population of this study are all customers of PT. Asuransi Jasindo Solo Branch Office using existing in Surakarta. The sampling technique using purposive sampling technique, with a sample of 200 people. Analysis using structural equation model (Structural Equation Modeling / SEM), with the additional of AMOS programme. The results showed: Personal interaction quality has a positive and significant impact on relationship quality with the customer. Relationship quality has a positive and significant impact on customer satisfaction. Relationship quality has a positive and significant impact on customer loyalty. Product quality has a positive and significant impact on customer satisfaction. Service quality has a positive and significant impact on customer satisfaction. Service quality has no effect on customer loyalty. Customer satisfaction has a positive and significant impact on customer loyalty PT. Asuransi Jasindo in Solo.
This ÃÂ study ÃÂ was ÃÂ meant ÃÂ to ÃÂ explain ÃÂ the ÃÂ relation ÃÂ between ÃÂ relationship marketing, ÃÂ consumer ÃÂ trust,ÃÂ consumer commitment, and consumer loyalty moderated by gender, income, and education. TheÃÂ data were collected through surveys to consumers loyal to Malls.ÃÂ Based on the number of the sample, the tests of sample validity and reliability showed that theÃÂ result ÃÂ was ÃÂ that ÃÂ the sample ÃÂ was ÃÂ valid ÃÂ and ÃÂ reliable. The ÃÂ data ÃÂ analysis ÃÂ was ÃÂ carried ÃÂ out ÃÂ by usingÃÂ Ã¢â¬ÅStructural Equation ModelÃ¢â¬Â (SEM).ÃÂ The ÃÂ findings ÃÂ of ÃÂ the ÃÂ present ÃÂ study shows ÃÂ that: ÃÂ (1) ÃÂ there ÃÂ is ÃÂ a ÃÂ positive ÃÂ and ÃÂ significant ÃÂ relationÃÂ between relationship ÃÂ marketing ÃÂ and ÃÂ ÃÂ consumer ÃÂ trust, ÃÂ (2) ÃÂ there ÃÂ is ÃÂ a ÃÂ positive ÃÂ and ÃÂ no significantÃÂ relation between relationship marketing and consumer commitment, (3) there is a positive andÃÂ significant ÃÂ relation ÃÂ between ÃÂ consumer ÃÂ trust ÃÂ and consumer ÃÂ commitment, ÃÂ (4) ÃÂ there ÃÂ is ÃÂ a ÃÂ positiveÃÂ and significant relation between consumer commitment and consumer loyalty, and (5) there is aÃÂ positive and no significant relation between relationship marketing and consumer loyalty.
Artikel ini bertujuan untuk mengatasi kesenjangan tentang teori dasar tentang kualitas layanan dalam hubungan pemasaran. Artikel ini hendak menguji pengaruh strategi peningkatan kualitas pelayanan B@B perbankan syariah dan culture fit terhadap kepuasan konsumen, loyalitas dan rekomendasi positif. Kajian ini juga berusaha mendemonstrasikan keterkaitan antara variabel-variabel. Sampel yang diambil secara praktis terdiri atas 200 responden: pemilik usaha, pemimpin organisasi/perusahaan dan manajer keuangan yang memanfaatkan transaksi elektronik dari BSM Kudus dan Pati, baik sebagai kreditur, debitur maupun pengguna layanan BSM lainnya. Hasil analisis koefisien path menunjukkan bahwa dimensi empati, tangible, keandalan, kepatuhan, dan culture fit berpengaruh secara langsung maupun tidak lengsung terhadap kesetiaan nasabah.Â Kata Kunci: Hubungan Pemasaran, Kualitas Layanan, Culture Fit Â THE INFLUENCE OF SERVICE QUALITY OF B2B SHARIA BANKING AND CULTURE FIT TOWARD CUSTOMER SATISFACTION, LOYALTY AND POSITIVE RECOMMENDATIONSÂ AbstractÂ This goal of this article is to overcome the research gap by developing the basic theory of the service quality in relationship marketing. This article examines effect of strategy of improving service qaulity of B2B sharia banking and culture fit toward customer satisfaction, loyalty and positive recommendation. The study also seeks to demonstrate the interdependence between variables. Convenience samples are 200 respondents: business owners, heads of organizations/companies and financial managers who make use of electronic transactions of BSM Kudus and Pati, whether as a creditor, debitor or other services of BSM. Result of path coefficient analysis shows that the dimensions of empathy, tangibles, reliability, compliance and cultural fit directly or indirectly have effect on loyalty. Â Keywords: Marketing Relationship, Service Quality, Cultural Fit
The Researches on Corporate Social Responsibility (CSR) tends to focus on stakeholders and external outcomes. The impact of CSR on employee performance is still rarely discussed in many studies. This study aims to determine how the impact of CSR affects employee performance and the role of employee trust and employee behavior as a mediator at 3 companies in Bekasi and Jakarta. Every company has a responsibility to develop its environment through social programs. The research questions in this study are: (1) The impact of CSR on Employee performance, (2) The impact of CSR on employee trust (3) The impact of employee trust on employee performance (4) The impact of CSR on employee behavior (5) The impact of employee behavior on employee performance.Â The sample used in this study was 246 employees from companies in Bekasi and Jakarta District. Data collection method used in this study was questionnaire and forum group discussions (FGD), while analytical method used was SEM Warps PLS.The findings of this study indicate that CSR does not impact directly the employee performance. The CSR indicator that needs to be considered is ethical, where the companies are suggested to have a CSR department. Where employees have lack knowledge about environmental work, environmental laws regarding material sources, emissions, and so on. So that employees realize and understand the importance of having attention and responsibility to the environment. CSR has a significant impact on employee trust, employee trust has a significant impact on employee performance, CSR has a significant impact on employee behavior, and employee behavior significantly impact employee performance. Employee trust and employee behavior mediate the impact of CSR on Employee performance.Keywords: CSR, employees trust, employee behavior, employee performance