scholarly journals Why relational marketing impacts on bank's customer satisfaction?

2019 ◽  
Vol 12 (1) ◽  
pp. 43
Author(s):  
Dedy Ansari Harahap ◽  
Dita Amanah ◽  
Rubayah Yakob
Keyword(s):  
Customer Satisfaction ◽  
Research Method ◽  
Sampling Method ◽  
Likert Scale ◽  
Probability Sampling ◽  
Postgraduate Students ◽  
Regression Methods ◽  
Relational Marketing ◽  
The Impact

This study examines the impact of relational marketing to customer satisfaction with the case study on Postgraduate Students at Universitas Pendidikan Indonesia who become the customer of Bank BNI Setiabudhi, Bandung. The study aims to determine the impact of relational marketing’s variables such as the level of commitment, empathy, reciprocity and trust to customer satisfaction. The research method is an explanatory research with probability sampling as the sampling method. There are 110 samples that collected through questionnaire. The samples are randomly selected and measured by Likert scale. Furthermore, the data is analyzed  with Multiple Linier Regression methods. The result of study implies that the variables of relational marketing impact positively to the level of customer satisfaction. The dimension of “trust” gives the strongest effect on customer satisfaction and the dimension of “empathy” gives the weakest effect on customer satisfaction.

scholarly journals The Influence of Service Quality and Price on Customer Satisfaction: Case Study of PT. Lion Mentari Airlines

2021 ◽  
Vol 5 (1) ◽  
pp. 51-62
Author(s):  
Sudarmawan Samidi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strategic Management ◽  
Research Method ◽  
Quantitative Research ◽  
Sampling Method ◽  
Aviation Industry ◽  
Satisfaction Level ◽  
Purposive Sampling

The purpose of this research is to examine the influence of service quality and price partially or simultaneously to customer satisfaction level on using services from PT. Lion Air flight operation at Soekarno Hatta Airport. Quantitative research method is used in this study through questionnaires to 160 respondents. Purposive sampling method was chosen to collect the data, then the data were then analysed using SPSS to achieve the study’s objective. The results showed that service quality and price have significant effect on customer satisfaction simultaneously and partially. This study give contribution for the practitioners in aviation industry to put service quality and price as one of their strategy to increase customer satisfaction, and this study also can be used by academicians and future researchers to enhance their knowledge in the field of marketing and strategic management.  

scholarly journals Studi Kepuasan Nasabah PT. Bank Negara Indonesia (Persero), Tbk Kantor Cabang Pembantu UPI Bandung

2019 ◽  
Vol 16 (1) ◽  
pp. 29-38
Author(s):  
Dedy Ansari Harahap ◽  
Dita Amanah
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Sampling Techniques ◽  
Probability Sampling ◽  
Independent Variables ◽  
Relational Marketing ◽  
The Impact

ABSTRAK Relationship marketing merupakan strategi pemasaran yang bertujuan untuk membangun hubungan dengan nasabah yang harus diadopsi oleh industri perbankan. Tujuan penelitian ini untuk menentukan dampak pemasaran relasional melalui dimensi komitmen, empati dan timbal balik terhadap kepuasan nasabah. Pendekatan kuantitatif dengan tipe penelitian eksplanatori digunakan pada penelitian ini. Jumlah sampel sebanyak 90 responden yang dipilih secara acak dengan teknik sampel non probability sampling. Kuesioner digunakan sebagai instrumen untuk mengumpulkan data dengan skala Likert sebagai pengukurannya dan kemudian dianalisis dengan metode analisis regresi linier berganda. Penelitian ini menemukan bahwa dimensi pemasaran relasional memiliki dampak positif terhadap tingkat kepuasan nasabah. Nilai R2 yang dihasilkan adalah sebesar 0,469 atau 46,90%. Artinya pengaruh variabel bebas (komitmen, empati dan timbal balik) terhadap variabel terikat (kepuasan nasabah) adalah sebesar 46,90% dan sisanya sebesar 53,10% dipengaruhi oleh variabel lain di luar studi ini. Kata Kunci: Komitmen, Empati, Timbal Balik, Kepuasan Nasabah, Bank ABSTRACT Relationship marketing is a marketing strategy that aims to build relationships between banks and customers that must be adopted by the banking industry. The purpose of this study is to determine the impact of relational marketing through the dimensions of commitment, empathy and reciprocity to customer satisfaction. The quantitative approach with the type of explanatory research was used in this study. The number of samples was 90 respondents who were randomly selected using non probability sampling techniques. The questionnaire was employed as an instrument to collect data with a Likert scale as a measurement and then analyzed by multiple linear regression analysis methods. This study found that the dimensions of relational marketing have a positive impact on the level of customer satisfaction. The value of R2 produced is equal to 0.469 or 46.90%. This means that the influence of independent variables (commitment, empathy and reciprocity) on the dependent variable (customer satisfaction) is 46.90% and the remaining 53.10% is influenced by other variables outside of this study. Keywords: Commitment, Empathy, Reciprocity, Customer Satisfaction, Bank

scholarly journals PENGARUH PROSES DAN BUKTI FISIK TERHADAP KEPUASAN KONSUMEN DI HOTEL SANTIKA BANDUNG

2018 ◽  
Vol 8 (2) ◽  
Author(s):  
Muhammad Iffan ◽  
Raeni Dwi Santy ◽  
Rengga Radiaswara
Keyword(s):  
Regression Analysis ◽  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Random Sampling ◽  
Sampling Method ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Physical Evidence ◽  
The Impact

This research aimed at determining the impact of process and physical evidence on customer satisfaction. Methods used in this research was quantitative analysis using multiple regression analysis with validity and reliability test. Sampling method used in this research is random sampling through the distribution of a series of questionnaires to 93 customers at Santika Hotel as a case study. This research investigated process and physical evidence that affected customer satisfaction. The result showed that both variables have significant effect on customer satisfaction either partially or simultaneously.Keyword: Process, Physical Evidence, Customer Satisfaction

scholarly journals The impact of Risk Willingness and Opportunity Recognition on Business Owners’ Performance in Sabah, Malaysia

2021 ◽  
Vol 6 (1) ◽  
pp. 31
Author(s):  
Deewasnari Muddat ◽  
Sylvia Nabila Azwa Ambad ◽  
Rosmimah Mohd Roslin ◽  
Nelson Lajuni
Keyword(s):  
Essential Role ◽  
Sampling Method ◽  
Practical Implication ◽  
Likert Scale ◽  
Business Owners ◽  
Opportunity Recognition ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
The Impact ◽  
Positive Effect

This paper examines the impact of risk willingness and opportunity recognition on business owners’ performance in Sabah, Malaysia. The paper adopts non-probability sampling, known as a purposive sampling method, in selecting business owners. A total of 600 surveys using self-conducted questionnaires structured on a 7-point Likert scale is distributed, and subsequently, 525 questionnaires are returned. The EAO dimensions assessed in the paper are risk willingness and opportunity recognition. Data collected are analysed using the SEM-PLS technique through the SmartPLS 3.3.2 software. The study found a positive effect of risk willingness and opportunity recognition on the business owners’ performance. Accordingly, this paper’s theoretical and practical implication supports some of the previous findings and arguments that EAO plays an essential role in influencing micro-business owners’ performance.

THE USE OF ICT IN ISLAMIC EDUCATION (PAI) LEARNING AT SCHOOL: A Case Study on Integrated Islamic High School (SMA-IT) Ummul Quro Bogor

2020 ◽  
Author(s):  
Farida Hanun
Keyword(s):  
High School ◽  
Learning Process ◽  
Research Method ◽  
Qualitative Approach ◽  
Learning Systems ◽  
Government Support ◽  
Islamic Education ◽  
Inhibiting Factors ◽  
The Impact

This study aims to obtain a description related to the learning of PAI by using ICT and how the impact of the use of ICT on PAI learning systems in the classroom. The research method uses a qualitative approach in the integrated Islamic high school Ummul Quro Bogor, West Java. The results showed that a) there were four stages of using ICT in the learning process, namely; emerging, applying, integrating dan transforming. PAI teachers are already at the integrating stage. In other words, ICT has been integrated into the PAI learning curriculum. b) supporting factors for the use of ICT are the existence of ICT support facilities, the availability of qualified educators, the commitment of the school to implement ICT in every PAI learning. c) Inhibiting factors in the use of ICT are aspects of financing ICT facilities require a large budget. Some elderly teachers have difficulty using ICT in the learning process. Besides, the internet network is unstable. d) The impact of the use of ICT is very significant on PAI learning process. e) the existence of ICT devices not only as a support but already as an important component in the education system. The research led to the recommendation of the need for government support in the form of concern for ICT in terms of policies, facilities, workforce, budget, and organizing training in the use of ICT for PAI teachers to improve their professionalism. Therefore, further research is suggested regarding the effectiveness of the use of ICT in the learning process of PAI.

Pengaruh Kualitas Produk, Kepuasan Pelanggan, Hambatan Beralih Dan Kepercayaan Merek Terhadap Retensi Pelanggan Wardah Kosmetik Di Kabupaten Klaten

2020 ◽  
Vol 17 (2) ◽  
Author(s):  
Amelia Galuh Werdaningrum ◽  
Faizal Ardiyanto
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Method ◽  
Customer Retention ◽  
Sampling Technique ◽  
Brand Trust ◽  
Probability Sampling ◽  
Switching Barriers

This research aims to determine the effect of product quality, customer satisfaction, switching barriers, and brand trust on customer retention. The sample in this research was 116 respondents of Wardah Cosmetics customers from Klaten Regency. This research used one of non probability sampling technique which is purposive sampling method. This study is also using multiple linear regression to analyze the collected data. The results in this research are product quality, customer satisfaction, switching barriers, and brand influence customer retention both partially and simultaneously.

Vulnerability to Natural Disaster and Welfare Effect: A Case Study of Flood Risk in Vietnam’s North Central Region

2021 ◽  
pp. 002190962199349
Author(s):  
Manh-Hung Nguyen ◽  
Dung P Le ◽  
Thang T Vo
Keyword(s):  
Flood Risk ◽  
Sampling Method ◽  
Household Survey ◽  
North Central ◽  
Household Level ◽  
Central Vietnam ◽  
Housing Costs ◽  
Household Vulnerability ◽  
The Impact

This article investigates the impact of flood risk on vulnerability and welfare at the household level in Vietnam. The analytical sample is taken from a household survey conducted in a north central Vietnam community through a three-stage stratified random sampling method. The propensity score matching approach is employed to compare various welfare indicators between flooded and non-flooded households. This study finds that flooding results in significant income losses and imposes higher costs of living, especially housing costs. The two types of households are vulnerable, implying that other natural disasters or socio-economic disadvantages may have adverse effects on households’ livelihoods. The insignificant effect of floods on vulnerability indicates that the flooded households can cope with floods to some extent. However, contrary to family support, formal coping strategies are insufficient or ineffective at reducing household vulnerability to floods.

scholarly journals Domestication: A Case Study of Red Jungle Fowl Coops Management by the Communities in Bengkulu

2018 ◽  
Vol 13 (3) ◽  
pp. 274-281
Author(s):  
J. Setianto ◽  
Sutriyono Sutriyono ◽  
H. Prakoso ◽  
B. Zain
Keyword(s):  
Direct Observation ◽  
Research Method ◽  
Sampling Method ◽  
Information Sources ◽  
Red Jungle Fowl ◽  
Red Junglefowl ◽  
Breeding Management

Red junglefowl domestication has been carried out by communities in the region of Bengkulu Province. This research aimed to study the management of keeping red junglefowl and the offsprings and the coops. The research was carried out in Bengkulu Province. The sample of breeders was selected using snow-ball sampling method. The selected samples were recorded and used as the data and information sources. The data were collected by interviewing, questionnaires, and direct observation. The data obtained were processed, presented in the form of tables, drawings and analyzed descriptively. Based on research method, out of a total of 200 red junglefowl breeders and or the offsprings were chosen 50 (25%) respondents from Bengkulu city, 50 (25%) respondents from Seluma District, 50 (25%) respondents from Central Bengkulu District and 50 (25%) respondents from North Bengkulu District. The red junglefowl and the offsprings breeding is divided into keeping the hens, roosters and chicks. The hens were kept in the coop during the day and night (41%), released during the day and night (22%) and kept during the night in the coop and released during the day (37%). In the same way, in sequence, the breeding of roosters was 71%, 12.5% and 16.5%, while the breeding of chicks was 37%, 18% and 45%. 31% respondents provided quarantine coop, while 69% respondents did not. 75% provided hens coop and 25% did not, 61% provided roosters coop and 39% did not. Finally, the respondents who provided chicks coop were 40.5% and 59.5% did not. The breeding management has not been done intensively, some respondents have completed coops system, but not yet meet the criteria of good coop.Keywords: Domestication, red junglefowl, coops

scholarly journals Pengaruh Harga Dan Kualitas Produk Terhadap Kepuasan Konsumen T-Mart Express Indonesia

2020 ◽  
Vol 3 (1) ◽  
pp. 1-10
Author(s):  
Elizabeth Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Quantitative Research ◽  
Sampling Method ◽  
Sampling Techniques ◽  
Probability Sampling ◽  
Purposive Sampling

Abstract The purpose of this research is to understand the influence of price and product quality of T-Mart Express Indonesia’s customer satisfaction. This research is a quantitative research by using the SPSS Statistic 22 with 112 respondent of the sample which is T-Mart Express Indonesia consumers in North  Jakarta who have bought the product three times or more by using non-probability sampling method and purposive sampling techniques. The measurement used was a questionnaire that was distributed through Google Form to the respondent. The result of hypothesis analysis shows that price and product quality significantly affect customer satisfaction. Implications and suggestions are explained in the article. Abstrak Tujuan dari penelitian ini adalah untuk memahami pengaruh harga dan kualitas produk terhadap kepuasan pelanggan T-Mart Express Indonesia. Penelitian ini adalah penelitian kuantitatif dengan menggunakan SPSS Statistic 22 dengan sampel sebanyak 112 responden yaitu konsumen T-Mart Express Indonesia di Jakarta Utara yang telah membeli produk tiga kali atau lebih dengan menggunakan metode non probability sampling dan teknik purposive sampling. Pengukuran yang digunakan adalah kuesioner yang dibagikan melalui Google Form kepada responden. Hasil analisis hipotesis menunjukkan bahwa harga dan kualitas produk berpengaruh signifikan terhadap kepuasan pelanggan. Implikasi dan saran dijelaskan pada artikel    

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