scholarly journals Strategi Relasi antara Franchisor dan Franchisee pada Usaha Waralaba Chifry

REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Qualitative Approach ◽  
Mutual Understanding ◽  
Case Study Method ◽  
Mutual Exchange ◽  
Increasing Trend ◽  
The Relationship

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty

scholarly journals The Relationship between Loyalty Program, Customer Satisfaction and Customer Loyalty in Retail Industry: A Case Study

2014 ◽  
Vol 129 ◽  
pp. 23-30 ◽  
Author(s):  
Ibhrahim Zakaria ◽  
Baharom Ab. Rahman ◽  
Abdul Kadir Othman ◽  
Noor Azlina Mohamed Yunus ◽  
Mohd Redhuan Dzulkipli ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Retail Industry ◽  
Loyalty Program ◽  
The Relationship

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals Perbedaan Pembiayaan Model Bagi Hasil dan Non Bagi Hasil Terhadap Profitabilitas dan Resiko (Studi Kasus BMT Amanah Ummah)

2015 ◽  
Vol 1 (4) ◽  
pp. 252
Author(s):  
Ilham Nur Agustha ◽  
Imron Mawardi
Keyword(s):  
Profit Sharing ◽  
Qualitative Approach ◽  
Case Study Method ◽  
Non Profit ◽  
Degree Of Risk ◽  
The Difference ◽  
The Relationship ◽  
Level Of Risk

This research is conducted to identify the relationship between profit sharing financing, non-profit-sharing, risk, and profitability of the BaitulMaalwatanwil. While the purpose of this study was conducted to determine the difference between the two financing available in BMT Amanah Ummah Karah Surabaya branch (profit sharing and non-sharing).The method used in this study is qualitative approach, using the case study method. The collection of the data done by linking the questions asked, the data collected with the conclusions drawn from interviews with secretaries and marketing lending at headquarter of BMT Amanah Ummah Karah Surabaya branch.The results showed that non-profit-sharing financing have a higher level of profitability than the profit sharing financing. Meanwhile, from the level of risk, profit sharing financing have a higher degree of risk compare to non-profit sharing financing.

scholarly journals Corporate Social Responsibility in Morocco: Are Small and Medium-Sized Enterprises (SMEs) Socialy Responsible?

2020 ◽  
Vol 4 (2) ◽  
pp. 174
Author(s):  
Hind Ait MHAMED
Keyword(s):  
Social Practices ◽  
Qualitative Approach ◽  
Business Associations ◽  
Case Study Method ◽  
Socially Responsible ◽  
Policy Level ◽  
Corporate Social ◽  
Relationship Of ◽  
The Relationship

CSR's dynamism in Moroccan business is very recent. It was started in 2006 with the initiative of the Moroccan Confederation of business associations (CGEM) through the CSR label. Nowadays, more than 70 companies in the majority of large firms had been labelled. In the same year, the Moroccan Kingdom accedes to the Global Compact. At the policy level, the country has presented its achievements regarding the objectives millennia and began the implementation of the objectives of sustainable development. In this dynamism, what about SMEs? Which are the key importance of the Moroccan economy? Therefore, the study aims to explore the existence of a specific CSR in the Moroccan context by focusing on SMEs' social practices. This study uses a qualitative approach based on a case study method that aimed at a scoping study in Moroccan CSR's nature. Our analysis demonstrates that SMEs' social practices would be socially responsible ones' and would reflect an implicit CSR that explained by the motivations of these practices and the relationship of SMEs with its stakeholders

scholarly journals IMPLEMENTASI MANAJEMEN MUTU TERPADU DI SDIT INSAN MANDIRI JAKARTA

2014 ◽  
Vol 5 (2) ◽  
Author(s):  
KHOIRUNNISA KHOIRUNNISA
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Qualitative Approach ◽  
Learning Activities ◽  
Total Quality ◽  
Case Study Method ◽  
Advantages And Disadvantages

This thesis aims to evaluate the implementation of Total Quality Management (TQM), covering the customer satisfaction and continuous improvement at SDIT Insan Mandiri Jakarta. Evaluation is conducted by studying customer’s perception both internals and externals. This research applies qualitative approach with a case study method. The data were collected through observation, interview, and studying related documents and recordings This research starts from February until July 2013. The findings of the research are: overall, implementation of TQM has increase customer satisfaction and encourage continuous improvement at SDIT Insan Mandiri. Those TQM aspects work effectively since management of SDIT Insan Mandiri Jakarta implemented Total Quality Management.The findings lead to the recommendation that (1) The management should build more facilities to support learning activities to enhance customer satisfaction, (2) SDIT Insan Mandiri should conduct comparative studies to broaden their horizons and compare their advantages and disadvantages to other schools.

scholarly journals The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Alexis Nshimiyimana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
International Markets ◽  
Primary Data ◽  
Mediating Effects ◽  
The Social ◽  
The Relationship

The current competition from both national and international markets has created a new assignment for companies to give serious consideration to providing a high quality of service to satisfy and maintain customers. This paper aimed to analyze the effects of ATM service quality on customer satisfaction and customer loyalty. The Bank of Kigali has been chosen as a case in this research. For this investigation, primary data was collected from 284 respondents from Bank of Kigali through a structured questionnaire. Collected data were analyzed with SPSS (Statistical Package for the Social Sciences, 23.0) according to the objectives of the present research. Results of the statistical analysis indicate that the age group of 26-35 dominates with 59.2% of total respondents, with males showing dominance in terms of gender with 75% and 54.2% of respondents being graduates. The study reveals that there is a significant relationship observed between service quality and customer satisfaction, and customer satisfaction and customer loyalty. However, an insignificant relationship has been observed between service quality and customer loyalty. Therefore, the Bank of Kigali must maximize the quality of services offered to its customers through ATMs to create a good brand image and gain loyalty from users.  

Sistem Dakwah Pondok Pesantren At-Tawazun dalam Mengatasi Problematika Santri

2017 ◽  
Vol 2 (4) ◽  
pp. 329-346
Author(s):  
Iyam Marhamah ◽  
Yaya Yaya ◽  
Asep Sodiqin
Keyword(s):  
Output Feedback ◽  
Field Research ◽  
Education Institution ◽  
Boarding School ◽  
Qualitative Approach ◽  
Young Generation ◽  
Case Study Method ◽  
The Times ◽  
Considerable Benefit

Tulisan ini bertujuan untuk menggambarkan sistem dakwah Pondok Pesantren At-Tawazun ditinjau melalui sistem terbuka mulai dari tahap input, conversion, output, feedback, hingga environment dalam upaya mengatasi problematika santri yang dipengaruhi oleh perkembangan zaman. Penelitian yang dilakukan ini menggunakan metode studi kasus dengan pendekatan kualitatif dan spesifikasi penelitian field research (penelitian lapangan). Hasil penelitian ini menunjukkan bahwa keberadaan pondok pesantren At-Tawazun dirasakan cukup besar manfaatnya oleh orang tua maupun masyarakat. Lembaga dakwah dan pendidikan ini telah ikut berkontribusi dalam menanggulangi masalah sosial dan kenakalan remaja yang semakin rumit, sehingga mampu memberikan lulusan santri yang brakhlak, berbudi luhur dan mampu mengamalkan ilmunya di masyarakat. Lebih dari itu, kehadiran pondok pesantren At-Tawazun diharapkan dapat mengatasi akulturasi budaya yang menyimpang di era sekarang ini. Sehingga semangat generasi muda kita dapat disalurkan terhadak hal-hal positif, untuk kemajuan Agama dan Negara. This paper aims to describe the da’wah system of At-Tawazun Islamic Boarding School through an open system starting from the input, conversion, output, feedback, and environment stages in an effort to overcome the problems of santri that are influenced by the times. This research uses case study method with qualitative approach and field research specification (field research). The results of this study indicate that the existence of the At-Tawazun Islamic Boarding Scool was felt to be of considerable benefit by parent and community. This da’wah and education institution has contributed to tackling social problems and juvenile delinquency that are increasingly complicated, so as to be able to provide graduates who are morally, virtous and able to practice their knowledge in the community, moreover, the presence of the At-Tawazun Islamic Boarding School is expected to overcome the deviant cultural acculturation in the present era. So that the spirit of our young generation can be channeled suddenly to positive things, for the advancement of Religion and the state.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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