scholarly journals Influence of Promotional Strategies, Brand Image, Quality of Service and Price Against Community Trust

2020 ◽  
Vol 3 (2) ◽  
pp. 268-275
Author(s):  
Jamzuri Jamzuri
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Promotion Strategy ◽  
Average Value ◽  
Community Trust ◽  
Strategy Variables

Community trust in a health institution is fundamental. Trust is a number of specific beliefs about integrity (trustworthy party honesty and ability to keep promises), behevolence (trustworthy attention and motivation to act in accordance with interests that trust them), competency (the ability of trusted parties to carry out trusting needs) and predictability (consistency in the behavior of trusted parties). The purpose of this study is to influence the promotion strategies, brand image, service quality, and price on public trust (Studies in Soepraoen Hospital Malang). The research design used is quantitative research. The research method used is quantitative research method causal research. The sampling technique used proportional sampling with a sample of 100 respondents. Data analysis techniques using multiple linear regression tests. The results showed that the descriptive results of promotion strategy variables showed an overall average value of 4.15 with a percentage of 26% and a good category, descriptive Brand Image variables had an overall average value of 4.05 with a percentage of 41% with good categories, in the descriptive variable Price Performance had a value the overall average of 4.10 in the good category with a percentage of 30%, in the Service Quality variable has a mean overall score of 4.07 in the good category of 36%, and the variable patient trust during treatment has an overall average value of 3.99 in the good category with percentage 68%. Of the 100 respondents studied in the promotion strategy have a significant influence on trust, in brand image has a significant influence on trust, at prices having a significant influence on trust, on service quality has a significant influence on trust, and simultaneously for each each promotion strategy variable, brand image, price, and service quality have a significant influence on trust. The trust variable is more influenced by the service quality variable than the promotion strategy, brand image, and price variable.

scholarly journals ANALISIS PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PENGGUNA JASA PENGIRIMAN (Study Kasus Pada Pengguna Jasa JNE Express Across Nations Cabang Nganjuk)

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Altofu Rohman ◽  
Aglis Andhita Hatmawan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Research Result ◽  
Sampling Technique ◽  
Significance Level ◽  
Independent Variables

<p>This study aims to determine the effect of brand image and service quality on the decision to use the services of PT JNE in Nganjuk city. The research method used is quantitative research method with descriptive research type. The decision to use services (Y) is a dependent variable, while brand image (X1) and service quality (X2) are independent variables. Sampling technique using Accidental sampling technique is the form of sampling based on coincidence where, anyone who happens to meet with the researcher and considered suitable to be the source of data that will be the sample of this study. From the research result, it can be seen that multiple linear regression equation coefficient value of brand image 2,833 and value of service quality coefficient 5,316 and variable of brand image strategy (X1) have significant influence to decision using JNE (Y) service equal to 56,55% and service quality variable (X2) Significant effect on the decision to use JNE (Y) service equal to 67,77%, meaning that brand image and service quality equally influence to decision using JNE services. In the t test it can be said that if the brand image is increased 1% or one unit, it can improve the decision using JNE services of 53.9%, while if the quality of service increased 1% or one unit, it can increase the decision using services of 47 %. In the F test, the value of F arithmetic is 2.833. Because F arithmetic&gt; F table (2.833&gt; 0.677), it can be concluded that the model used is correct. When viewed from probability, where the probability (0,000) &lt;significance level (0.05), then the equation model Y = a + b1X1 + b2X2 used is acceptable. This shows the effect of independent variables (brand image and service quality) simultaneously significant to delivery decisions, whereby the higher the influence of brand image on the decision to use services and the higher the quality of service, the decision to use services will increase and increase. The brand image is offered in accordance with the quality of services offered so that the decision to use is increasing.</p><p><br /><strong>Keywords:</strong> brand image and service quality, decision using JNE services.</p>

scholarly journals The Effect of Service Quality on Consumer Satisfaction: A Case Study of the Hospitality Industry in Pekanbaru Indonesia

2021 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Yulia Herwina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Research Method ◽  
Quantitative Research ◽  
Hospitality Industry ◽  
Sampling Technique

The purpose of this study was to determine the effect of service quality on customer satisfaction at Hotel Pekanbaru ''. The research method used is quantitative research. The sampling technique used incidental random sampling, with samples taken using the Slovin formula as many as 97 people. Finding Based on the partial test (test) it was found that there was a significant influence between service quality and Pekanbaru Hotel consumer satisfaction. It was also found that service quality contributed 95.3% to customer satisfaction while 4.7% was determined by other variables not included in this research.

scholarly journals The Influence of Service Quality on inpatients Satisfaction: Study at Bahagia Hospitals, Makassar City

Jurnal Office ◽  
2021 ◽  
Vol 7 (1) ◽  
pp. 21
Author(s):  
Herlina Sakawati ◽  
Nina Agustina ◽  
Sulmiah Sulmiah
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Survey Method ◽  
Inferential Analysis

This study aims to determine the effect of service quality on inpatient satisfaction at the Bahagia Hospital in Makassar City. The research method used is a quantitative survey method using an explanatory approach. A sample of 100 people who are inpatients at the Bahagia Hospital using accidental sampling technique. The data analysis used is descriptive analysis and inferential analysis. The results showed that the quality of service had a significant influence on the satisfaction of inpatients at the Bahagia Hospital. This shows that service quality has an important role so that service delivery can provide results in accordance with what patients expect

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

scholarly journals PENGARUH CITRA MEREK DAN ATRIBUT PRODUK TERHADAP KEPUTUSAN PEMBELIAN PRODUK HANDPHONE VIVO SMARTPHONE PADA PT SALIM SURYA PHONE DI SAMARINDA

2020 ◽  
Vol 8 (1) ◽  
pp. 55
Author(s):  
Rijal Setiawan
Keyword(s):  
Research Method ◽  
Quantitative Research ◽  
Brand Image ◽  
Field Research ◽  
Sampling Technique ◽  
Linear Analysis ◽  
Purchasing Decision ◽  
Analysis Technique ◽  
Data Collection Technique ◽  
Dominant Influence

The background of this research is the sales of Vivo Smartphone that is not stable at PT Salim Surya Phone Samarinda. The sales decline was caused by the brand image and attribute products. There are some purposes of this study are to know and analyse the variable influences of brand image and attribute products to the purchasing decision of Vivo Smartphone at PT Salim Surya Phone  Samarinda. And to know which variables have the dominant influences on the purchasing decision of these products. The research method that the researcher used is a quantitative research method. The sample of this study was 100 respondents with amount population. The technique that used is Incidental sampling Technique. The data collection technique is study of literature and field research that is questionnaire, observation, and interview. While the data analysis technique used multiple linear analysis. The conclusion of this study are the variable of brand image (X1) and attribute products (X2) simultaneously and partial significant effects on purchasing decision (X2) is to have a dominant influence on products purchasing decision of Vivo Smartphone at PT Salim Surya Phone Samarinda. 

PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING

2019 ◽  
Vol 14 (1) ◽  
pp. 15
Author(s):  
Willy Setiawan Hendarta ◽  
Annie Susanto
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Mediating Role

This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.

scholarly journals Pengaruh Citra Merk dan Persepsi Kualitas Produk Terhadap Keputusan Pembelian Produk Mayoutfit Bandung melalui Instagram

2020 ◽  
Vol 2 (1) ◽  
pp. 50
Author(s):  
Ine Aprianti ◽  
Jihan Putri Krismawati
Keyword(s):  
Product Quality ◽  
Significant Influence ◽  
Random Sampling ◽  
Research Method ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Simple Random Sampling ◽  
Purchasing Decisions ◽  
Average Value

The purpose of this study was to determine the effect of brand image and product quality on purchasing decisions on Mayoutfit Bandung products. The research method used for this research is descriptive verification. The population in this study was Mayoutfit Bandung followers of 1.2 billion, using simple random sampling with a sample size of 100 people.The results of this study indicate that: (1) Descriptive analysis of the Mayoutfit Bandung brand image shows results with good criteria with an average value of 3.53. (2) The results of descriptive analysis regarding the quality of Mayoutfit Bandung products show results with good criteria with an average value of 3.44. (3) The results of descriptive analysis of purchasing decisions show results with good criteria with an average value of 3.52. (4) There is a significant influence between brand image and product quality together on purchasing decisions. Based on the results of the F test, obtained an F count of 40.768. These results indicate that F arithmetic> F table (40.768> 2.36). This can be interpreted that the Effect of Brand Image and Product Quality together affect the Purchasing Decision.

scholarly journals Pengaruh 7-Step Problem Based Learning terhadap Kemampuan Pemecahan Masalah ditinjau dari Kemampuan Bernalar Ilmiah

2020 ◽  
Vol 5 (3) ◽  
pp. 332
Author(s):  
Amin Mustajab ◽  
Muhardjito Muhardjito ◽  
Sunaryono Sunaryono
Keyword(s):  
Problem Solving ◽  
Scientific Reasoning ◽  
Research Method ◽  
Quantitative Research ◽  
Statistical Difference ◽  
Sampling Technique ◽  
Total Sample ◽  
Reasoning Ability ◽  
Step Method ◽  
Average Value

<p><strong>Abstract:</strong> The purpose of this study to determine how the differences students' problem solving abilities between 7-step PBL and conventional methods are reviewed from scientific reasoning ability. Total sample in this study (N) 125 students selected using the convienence sampling technique. The method used in this study is a quantitative research method with factorial 2 x 2 research design. Results of the study show that the learning method provides statistical difference in students' problem solving abilities. The average value of problem solving abilities of students who take part in learning using the PBL 7-step method is 60.51. In the conventional class is 51.12.</p><strong>Abstrak:<em> </em></strong>Penelitian ini bertujuan mengetahui bagaimana perbedaan kemampuan pemecahan masalah siswa antara metode <em>7-step PBL</em> dan konvensional ditinjau dai kemampuan bernala ilmiah. Sampel pada penelitian ini (N) berjumlah 125 siswa yang dipilih menggunakan teknik <em>convienence sampling</em>. Metode yang digunakan dalam penelitian ini merupakan metode penelitian kuantitatif dengan desain penelitian <em>factorial 2 x 2</em>. Terdapat perbedaan secara statistik antara metode <em>7-step PBL</em> dan konvensional terhadap kemampuan pemecahan masalah siswa. Rerata nilai kemampuan pemecahan masalah ikuti siswa untuk belajaran dengan menggunakan metode <em>7-step PBL</em> sebesar 60,51. Pada kelas konvensional rerata nilai kemampuan pemecahan masalah siswa sebesar 51,12.

scholarly journals Pengaruh E-Service Quality dan Brand Image Terhadap Continuance Usage Intention Platform DANA Dompet Digital oleh Generasi Y dan Z

2021 ◽  
Vol 20 (3) ◽  
pp. 196-211
Author(s):  
Ayuni Ayuni ◽  
Siti Nabillah Suci Amanda ◽  
Abdul Yusuf
Keyword(s):  
Service Quality ◽  
University Students ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Research Data ◽  
Probability Sampling ◽  
Continuance Usage ◽  
Age Range ◽  
Continuance Usage Intention

The purpose of this study is to test whether E-Service Quality and Brand Image affect the Continuance Usage Intention of the DANA Dompet Digital Indonesia Platform. This study uses quantitative research, the population of this study is the users of DANA Dompet Digital Indonesia. The research data was collected through a questionnaire with a sample of 100 respondents consist of 73 women and 27 men respondents using non-probability sampling (purposive sampling) is a sampling technique based on certain considerations that are considered to represent, a population with the categories of generations Y and Z in the age range of 17-40 years and majority respondents are university students. Data were analyzed using SPSS 25 and SmartPLS 3.0. The results showed that E-Service Quality had a significant effect on the Continuance Usage Intention of the DANA Dompet Digital platform and Brand Image had a significant effect on the Continuance Usage Intention of DANA Dompet Digital.

scholarly journals The Influence of E-Service Quality and Relational Marketing on E-Satisfaction in Using Mobile Banking through User Experience at Bank Syariah Mandiri Medan Petisah Branch Office

2021 ◽  
Vol 8 (8) ◽  
pp. 587-596
Author(s):  
Cindy Ayu Putri ◽  
Paham Ginting
Keyword(s):  
Service Quality ◽  
User Experience ◽  
Significant Influence ◽  
Quantitative Research ◽  
Banking System ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Mobile Banking ◽  
Relational Marketing ◽  
Branch Office

Sharia banking is a banking system developed according to the Islamic sharia Bank Syariah Mandiri as a sharia bank in Indonesia which applies this system among conventional banks which appear in large numbers. The objective of the research is to analyze the influence e-service quality and relational marketing on e-satisfaction in using mobile banking through user experience. The research uses quantitative research method associative approach which aim to find out the correlation between two or more variables. The data is gathered by using structured questionnaires with 5 points of interval scale. The population is 1.475 clients who uses mobile banking of Mandiri Syariah Mobile and 315 of them are taken as the samples by using Slovin formula and simple random sampling technique. The gathered data are analyzed by using statistic method with SEM Smart PLS. The result of the research shows that e-service quality and relational marketing has a positive but insignificant influence on e-satisfaction. User experience has a positive and significant influence on e-satisfaction. E-service quality and relational marketing has a positive and significant influence on user experience. E-service quality and relational marketing has a positive and significant influence on e-satisfaction through user experience. Keywords: E-service quality, Relational marketing, E-satisfaction, User experience.

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