scholarly journals Pengaruh e-CRM terhadap Kualitas Hubungan dan Hasil dengan Atribut Layanan dan Pemulihan Layanan sebagai Variabel Mediasi

2021 ◽  
Vol 9 (1) ◽  
pp. 129
Author(s):  
Rini Apriyanti ◽  
Fatchur Rohman ◽  
Nur Khusniyah Indrawati
Keyword(s):  
Relationship Quality ◽  
Online Survey ◽  
Service Recovery ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Survey Method ◽  
Quality And Outcomes ◽  
The Relationship ◽  
Service Attribute

This research is expected to find out more about the effect of e-Customer Relationship Management (e-CRM) on relationship quality and outcomes by using service attributes and service recovery as a mediating variable for customers of PT BCA Tbk, The Main Branch of Malang. This study uses a quantitative approach by explanatory research. An online survey method which was conducted on 132 priority customer of PT BCA Tbk The Main Branch of Malang. The analytical method uses SEM-PLS. This research shows that the quality of the relationship results is significantly influenced by e-CRM, and is also significantly and directly influenced by service attributes and service recovery. Each service attributes and service recovery were found to act as mediators in this study, namely partially mediating e-CRM on relationship quality and results. The results also convey that e-CRM can directly and significantly influence each service attribute and service recovery. It's miles hoped this research can assist practitioners in improving the relationship quality and outcomes of the company and customer relationships with e-CRM, through service attributes and service recovery.

scholarly journals PERAN MEDIASI KUALITAS KETERHUBUNGAN DALAM PEMASARAN INTERNAL PERGURUAN TINGGI

2020 ◽  
Vol 10 (1) ◽  
pp. 111
Author(s):  
Endi Rekarti ◽  
Budi Suharjo ◽  
Rita Nurmalina ◽  
Setiadi Djohar
Keyword(s):  
Higher Education ◽  
Relationship Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Internal Marketing ◽  
Equation Modeling ◽  
University Lecturers ◽  
The Relationship

Higher education institutions provide educational service that involves high intensity of interaction between lecturers and students. The relationship of a lecturer with the university determines the quality of the education that will be given to students. Exchanges that occur between lecturers and the higher education organizations, such as internal marketing activities, cannot be considered merely as a simple transactional economic process since educational role contains social elements in it. Relationship among university lecturers certainly plays an important role in determining lecturers' behavioral intention in conducting their academic tasks. This study is aimed to analyze the mediating role on the relationship quality of lecturers-college  in marketing process where the effect of internal marketing offerings on Academic Behavioral Intention. With an online survey of 256 private university lecturers, this research seeks to analyze the magnitude of influence of the quality of Lecturer Connectivity on Academic Behavior Intention of lecturers. Data analysis was performed by utilizing Structural Equation Modeling with Lisrel software. Results have shown that the effect of the internal marketing mix towards Academic Behavioral Intention seemed to be greater through relationship quality  in comparison to its direct influence.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

Iranian Coaches Forgiveness and Relationship Quality to Their Athletes

2021 ◽  
pp. 1-8
Author(s):  
Hassan Gharayagh Zandi ◽  
Sahar Zarei ◽  
Mohammad Ali Besharat ◽  
Davoud Houminiyan sharif abadi ◽  
Ahmad Bagher Zadeh
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Data Sets ◽  
Mediating Role ◽  
Interpersonal Behaviors ◽  
Key Factor ◽  
The Relationship

Coaching has often been viewed as a context within which coaches operate to largely bring about changes in athlete’s performance and flourishing. One key factor to successful outcomes in coaching is the quality of the relationship between coaches and athletes. The coach–athlete relationship is at the heart of coaching; however, limited studies have been conducted on its antecedents. The aim of this study was to investigate the relationship between coaches’ forgiveness and perceived relationship quality toward their athletes through verifying the mediating role of interpersonal behaviors of coaches. A total of 270 Iranian coaches participated in the survey, and the data sets were analyzed using structural equation modeling. Results revealed that forgiveness positively predicted the coaches’ perceived relationship quality with their athletes, and this pathway was mediated by the coaches’ interpersonal behaviors.

scholarly journals RELATIONSHIP BETWEEN FRIENDSHIP QUALITY AND ANXIETY IN FACING PHYSICAL CHANGES DURING PUBERTY IN FEMALE STUDENTS OF ELEMENTARY SCHOOL

2020 ◽  
Vol 9 (2) ◽  
pp. 95-101
Author(s):  
Ida Rahmawati ◽  
Masruroh Masruroh
Keyword(s):  
Quantitative Research ◽  
Friendship Quality ◽  
Female Students ◽  
Survey Method ◽  
P Value ◽  
Average Value ◽  
Quality Scale ◽  
Physical Changes ◽  
The Relationship

Background: Friends have the most influence in an individual's life. Friendship contains specific elements, such as trust, openness, sharing of ups and downs, and learning to deal with conflict. Puberty children try to have friends to share their feelings with others. Because with good friendship will reduce minimize the anxiety they experience at puberty (Wulandari, Kustriyani, & Fiyannti, 2018).Objectives: The Purpose of this study to determine the relationship between friendship quality and anxiety facing the physical changes of puberty in female students at SDIT Bakti Insani Sleman Yogyakarta.Methods: This study was a quantitative research with survey method, with a total sampling of 47 respondents. Research instruments with questionnaires, the questionnaire was adopted from Marvienda (2007), researchers used a measuring instrument in the form of a friendship quality scale and anxiety scale of female students during puberty. Data analysis using person product moment.Results: The result showed respondents age 100% at the early adolescent stage, 74.5% respondents had not yet menarche, 25.5% had menarche, the average value of friendship quality was 84.89 and the average anxiety value was 63.91. The results showed that there was no relationship between the quality of friendship with anxiety facing physical changes during puberty in female students at SDIT Bakti Insani Sleman Yogyakarta (r = -.38, p-value = .802).Conclusion: This study found that the majority of respondents were in their early teens and only a small proportion had experienced menarche. The average value of high friendship quality shows that the quality of friendship is also high and the average value of anxiety in the medium shows moderate anxiety. The implications of this study are as input or consideration in preparing adolescent reproductive health starting from the beginning of puberty at school. Keywords: Quality of Friendship, Anxiety, Puberty, Physical Changes

scholarly journals RELATIONSHIP LEADERSHIP QUALITY AND CULTURE ORGANIZATION WITH THE PERFORMANCE OF SMAN 28 TANGERANG DISTRICT

2019 ◽  
Vol 1 (2) ◽  
pp. 134-142
Author(s):  
Anggih Perian Guswan Putra
Keyword(s):  
Organizational Culture ◽  
Employee Performance ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Survey Method ◽  
Sample Population ◽  
Leadership Quality ◽  
Quality Of Leadership ◽  
The Relationship

This research was conducted to determine the relationship between the quality of the Principal's leadership and organizational culture with the performance of SMAN 28 Tangerang District employees. The study uses a quantitative approach with a descriptive correlational survey method, using correlation theory which is about product moment. Research data collection techniques from respondents carried out through questionnaires or questionnaires. The sample population was 103 employees in each section of SMAN 28 Tangerang, with simple random sampling technique. The magnitude of the effect of leadership quality and organizational culture together on employee performance by 87.2% This shows the higher the quality of leadership and organizational culture, the better the performance of employees, and vice versa the lower the quality of leadership and organizational culture will have an impact for employee performance.

scholarly journals THE INFLUENCE OF SUPPLIER FAIRNESS PERCEPTION AND TRUST ON THE RELATIONSHIP QUALITY OF AGRICULTURAL PRODUCT SUPPLY CHAIN

2021 ◽  
Author(s):  
YU-LING SUN ◽  
ZE-YU ZHU ◽  
HUI YANG
Keyword(s):  
Supply Chain ◽  
Relationship Quality ◽  
Positive Impact ◽  
Agricultural Product ◽  
Direct Impact ◽  
Fairness Perception ◽  
Supply Chain Relationships ◽  
The Relationship ◽  
Agricultural Supply

Suppliers are important members of the agricultural product supply chain, and their behavior decisions may have a certain impact on the sustainable development of the agricultural product supply chain. From the perspective of agricultural product supplier trust, this paper studies the direct impact of agricultural product supplier trust on relationship quality and the indirect impact of supplier fairness perception on relationship quality. Based on the survey data of agricultural product suppliers, this paper uses the structural equation model method for empirical analysis. The analysis results show that fairness perception and trust perception have a significant positive impact on the quality of agricultural supply chain relationships, among which trust perception has a positive direct impact on the quality of agricultural supply chain relationships, while fairness perception has indirect influence on the quality of agricultural supply chain relationships through trust. In addition, information sharing, price satisfaction, income level and environmental certainty have a significant positive impact on suppliers’ fairness perception. Therefore, sellers comprehensively consider the fairness perception and trust perception of suppliers, which will help improve the relationship quality of the supply chain.

scholarly journals HUBUNGAN PERSENTASE SERANGAN HAMA PENGGEREK BUAH KOPI (Hypothenemus hampei Ferr.(Coleoptera: Scolytidae)) dengan DUGAAN KEHILANGAN HASIL di KECAMATAN BETARA TANJUNG JABUNG BARAT

2016 ◽  
Vol 1 (2) ◽  
pp. 85 ◽  
Author(s):  
Hayata Hayata
Keyword(s):  
Skin Color ◽  
Linear Regression Analysis ◽  
Strong Relationship ◽  
Fruit Color ◽  
Survey Method ◽  
Production Loss ◽  
Hypothenemus Hampei ◽  
Green Beans ◽  
The Relationship

AbstractHypothenemus hampei is one of the main causes of the decrease in production and quality of coffee. The fenomena of this damage can be indicted by dwarfing fruit color changing to a reddish yellow, and finally the fall resulted in a decrease in the quantity and quality of production. This production loss was affected by the attack level of coffe pest. Symptoms of coffe pest attack (PBKo) can be identicated by its attacting form where PBKo can destroy both the unripe and ripe coffe. This research aims to know the relationship attacks Percentage the production loss due to the pest attack. Hypothenemus hampei Ferr. (Coleoptera: Scolytidae) in Betara subdistrict of Tanjung Jabung Barat regency. This research has been conducted in July–August 2016. This research using survey method with linear regression analysis i.e. regression between the percentage of attacks and the percentage of production loss. The attack percentage of PBKo pests in the Parit Panglong Betara village range between 8.20 – 17.76%. The percentage highest production loss results on red skin color coffee 7.11% and low on coffee colored skin green beans 3.95%. The percentage of PBKo pest attack had not showed a very strong relationship with the level of production loss. Keywords: Hypothenemus hampei, coffee AbstrakHypothenemus hampei merupakan salah satu penyebab utama penurunan produksi dan mutu kopi. Kerusakan yang ditimbulkannya berupa buah menjadi tidak berkembang, berubah warna menjadi kuning kemerahan dan akhirnya gugur mengakibatkan penurunan jumlah dan mutu hasil. Kehilangan hasil dipengaruhi oleh tingkat serangan hama penggerek buah kopi. Gejala serangan hama penggerek buah kopi (PBKo) dapat diketahui dari bentuk  serangan dimana PBKo dapat menggerek buah kopi yang masih muda sampai dengan yang masak. Penelitian ini bertujuan untuk mengetahui hubungan Persentase serangan dengan dugaan kehilangan hasil akibat serangan hama penggerek buah kopi Hypothenemus hampei Ferr.(Coleoptera:Scolytidae) di Kecamatan Betara Kabupaten Tanjung Jabung Barat. Penelitian dilaksanakan pada bulan Juli–Agustus 2016. Penelitian ini menggunakan metode survei dengan analisis regresi linier yaitu regresi antara persentase serangan dengan persentase kehilangan hasil. Persentase serangan hama PBKo di Desa Parit Panglong Betara berkisar antara 8,20 – 17,76 %. Persentase kehilangan hasil yang tertinggi didapatkan pada kopi yang warna kulit merah 7,11 % dan terendah pada kopi  yang berwarna kulit biji hijau 3,95 %.  Persentase serangan hama PBKo tidak memperlihatkan hubungan yang kuat dengan tingkat kehilangan hasil Kata kunci : Hypothenemus hampei, kopi

Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shu-Mei Tseng
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Service Recovery ◽  
Survey Study ◽  
Service Firms ◽  
Online Service ◽  
Statistical Population ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed. Design/methodology/approach A quantitative Web-based survey study was conducted to statistically test these relationships among relationship quality, service recovery and customer loyalty. Data collected from 183 respondents were taken for analysis through partial least squares. Findings The findings reveal that relationship quality has significant influence on customer loyalty, whereas service recovery has moderated effect on the relationship between relationship quality and customer loyalty. Research limitations/implications The respondents of this study were recruited from online panels; thus, a purposive sample could be a biased indication of the characteristics of the actual population. Therefore, it is suggested that future researchers enroll subjects from a statistical population that accurately represents the entire population and, in addition, that they collect more responses to increase the generalizability of the findings. Practical implications Because failures in service delivery are inevitable, recovery of such encounters thus represents a significant challenge for service firms. Hence, this study proposes concrete suggestions for firms to manage and operate e-commerce websites, as well as to enhance relationship quality and customer loyalty. Originality/value Service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to a physical competitor. Many firms have realized the importance of maintaining strong relationships with customers to enhance their loyalty. However, previous literature has a few studies conducted on the relationships among service recovery, relationship quality and customer loyalty in the e-commerce context. Therefore, it is meaningful to identify these relationships.

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