After Sales Service For Smartphone Iphone To Customer Loyalty

Apple Inc. company is a big company but that doesn't mean Apple can underestimate newcomers. This iPhone smartphone sold in the city of Karawang has decreased sales in 2019 every month. The variables used are after-sales service, customer loyalty, value co-creation. The problem in this research is to find out how much influence after-sales service has on the value co-creation of the iPhone smartphone. To find out how much influence value creation has on customer loyalty of iPhone smartphones. To find out how much influence after-sales service has on customer loyalty through the co-creation of the iPhone smartphone. This research uses a descriptive approach and verification. A sample of 100 respondents who are iPhone smartphone users using purposive sampling technique, the result is that after-sales service and co-creation value has a strong enough effect, amounting to 47.1%. Meanwhile, Value Co-Creation has a direct effect of 50.9%. The indirect effect of after-sales service on customer loyalty is 18.8%

Download Full-text

Crisis Responsibility Impact on Customer Loyalty Eiger through Post-Crisis Reputation

Jurnal Komunikasi Global ◽

10.24815/jkg.v10i2.22616 ◽

2021 ◽

Vol 10 (2) ◽

pp. 214-228

Author(s):

Sinjaya Kusuma ◽

Cendera Rizky A. Bangun

Keyword(s):

Path Analysis ◽

Direct Effect ◽

Measurement Technique ◽

Customer Loyalty ◽

Indirect Effect ◽

Sampling Technique ◽

Quantitative Approach ◽

Purposive Sampling ◽

Data Measurement ◽

A Company

PT Eigerindo Multi Produk is a company that produces outdoor, travel, and riding equipment. In early 2021, Eiger was hit by a crisis that many concluded was a failed PR activity. Eiger formed a crisis responsibility by providing feedback and creating a discount program for the audience. The purpose of this study was to determine whether the crisis responsibility affected the loyalty of Eiger customers with a post-crisis reputation as an intervening variable. This study uses an explanatory quantitative approach involving 265 samples selected using non-probability purposive sampling technique with criteria that sample must know this case and have used Eiger products. This study uses path analysis as a data measurement technique to prove whether there is a relationship between the variables in this study. Path analysis was carried out using the AMOS 26 tool. The results showed that a post-crisis reputation was a partial-mediation intervening variable. The direct effect in this study is more prominent than the indirect effect. PT Eigerindo Multi Produk merupakan perusahaan yang memproduksi alat-alat outdoor, travel, dan riding. Pada awal 2021, Eiger sempat dilanda krisis dikarenakan pemberian surat keberatan kepada beberapa Youtuber yang memiliki kualitas video yang kurang baik. Hal ini banyak disimpulkan sebagai salah satu aktivitas PR yang gagal. Untuk menghadapi krisis ini, Eiger memuat beberapa tanggapan dan membuat program diskon kepada khalayaknya sebagai bentuk dari tanggung jawab krisis tersebut. Tujuan penelitian ini adalah untuk mengetahui apakah tanggung jawab krisis tersebut berpengaruh terhadap loyalitas pelanggan Eiger dengan reputasi pasca-krisis sebagai variabel mediator. Penelitian ini menggunakan pendekatan kuantitatif eksplanatif yang melibatkan 265 sampel yang dipilih menggunakan Teknik non-probability sampling, purposive sampling dengan kriteria sampel yang harus mengetahui kasus krisis Eiger serta pernah menggunakan produk Eiger. Penelitian ini menggunakan path analysis sebagai teknik pengukuran data untuk membuktikan apakah ada hubungan antar variabel yang ada di dalam penelitian ini. Path analysis yang dilakukan menggunakan bantuan perangkat AMOS 26. Hasil penelitian menunjukkan bahwa reputasi pasca-krisis sebagai variabel intervening yang bersifat partial-mediation. Pengaruh langsung dalam penelitian ini lebih besar dibandingkan pengaruh tidak langsung.

Download Full-text

MODEL EMPIRIS MEMBANGUN KESETIAAN PELANGGAN BERBASIS KUALITAS PELAYANAN DENGAN MEDIASI KUALITAS HUBUNGAN PADA INDUSTRI RITEL BERBASIS JEJARING MINIMARKET

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v11i2.3048 ◽

2018 ◽

Vol 11 (2) ◽

pp. 311

Author(s):

Mohammad Dimyati ◽

Mochammad Farid Afandi

Keyword(s):

Service Quality ◽

Relationship Quality ◽

Direct Effect ◽

Customer Loyalty ◽

Empirical Model ◽

Indirect Effect ◽

Sampling Method ◽

Important Influence ◽

Purposive Sampling ◽

Region I

The objective of this research is to analysis the direct effect of service quality on relationship quality and customer loyalty, the direct effect of relationship quality on customer loyalty, and indirect effect of service quality on customer loyalty mediated by relationship quality. This research also aims to build an empirical model of customer loyalty based on service quality, mediated by relationship quality in the networked minimarkets in Besuki Raya Region, East Java Province, Indonesia. This is a confirmatory research and also explanatory research with population consists of customers of the networked minimarkets located in 5 areas in Besuki Raya. Region, i.e., Banyuwangi, Jember, Bondowoso, Situbondo, Lumajang. This research used purposive sampling method by distributing questionnaires to respondents. The total of 140 respondents used as the sample. The results show that the improvement of service quality directly increases relationship quality, the improvement of relationship quality directly increases customer loyalty, and that relationship quality has a significant and important influence in mediating the effect of service quality on customer loyalty. However, this research proves that the improvement of service quality has no direct effect on increasing customer loyalty.

Download Full-text

PENGARUH BRAND ASSOCIATION DAN BRAND AWARENESS TERHADAP BRAND LOYALTY MELALUI BRAND TRUST PADA START UP FINTECH OVO

Jurnal Ilmu Manajemen (JIMMU) ◽

10.33474/manajemen.v4i1.2702 ◽

2020 ◽

Vol 4 (1) ◽

pp. 96

Author(s):

Rio Era Deka ◽

Nurhajati Nurhajati ◽

Nuzulul Rachma

Keyword(s):

Direct Effect ◽

Indirect Effect ◽

Brand Loyalty ◽

Indirect Effects ◽

Sampling Technique ◽

Brand Awareness ◽

Brand Trust ◽

Purposive Sampling ◽

Brand Association ◽

Start Up

Tujuan penelitian ini adalah Mengetahui pengaruh tidak langsung Brand Association dan Brand Awareness terhadap Brand Loyalty Melalui Brand Trust pada start up OVO. Jenis penelian ini adalah explanatory research dengan menggunakan pendekatan kuantitatif. Populasi dalam penelitian ini adalah pengguna OVO pada mahasiswa Universitas Islam Malang di Kota Malang, Jawa Timur. Teknik pengambilan sampel dilakukan dengan purposive sampling dan didapatkan sampel sebanyak 120 responden. Hasil penelitian menunjukan bahwa Pengaruh tidak langsung antara variabel brand Awareness terhadap brand loyalty melalui variabel brand trust diperoleh dari hasil pengaruh langsung antara variabel brand awareness terhadap brand trust dan pengaruh langsung antara variabel brand trust terhadap variabel brand loyalty sehingga pengaruh tidak langsung. Hal ini dapat diartikan bahwa ada pengaruh tidak langsung variabel brand association dan brand awareness terhadap brand loyalty melalui brand trust, serta semakin tinggi brand trust maka brand loyalty akan semakin meningkat.Kata kunci : Brand Association, Brand Awareness, Brand Trust, Brand Loyalty The purpose of this study was to find out the indirect influence of Brand Association and Brand Awareness on Brand Loyalty Through Brand Trust at the start up of OVO. This type of research is explanatory research using a quantitative approach. The population in this study were OVO users in Malang Islamic University students in Malang City, East Java. The sampling technique was done by purposive sampling and obtained a sample of 120 respondents. The results showed that the indirect effect of brand awareness on brand loyalty through brand trust variables was obtained from the direct effect of brand awareness variables on brand trust and the direct effect of brand trust variables on variable brand loyalty so that indirect effects. This can be interpreted that there is an indirect effect of brand association and brand awareness of brand loyalty through brand trust, and the higher brand trust, brand loyalty will increase.Keyword : Brand Association, Brand Awareness, Brand Trust, Brand Loyalty

Download Full-text

The effect of supply agility mediation through the relationship between trust and commitment on supply chain performance

Uncertain Supply Chain Management ◽

10.5267/j.uscm.2021.6.006 ◽

2021 ◽

Vol 9 (3) ◽

pp. 555-562 ◽

Cited By ~ 1

Author(s):

Moh. Mukhsin ◽

Tulus Suryanto

Keyword(s):

Supply Chain ◽

Direct Effect ◽

Indirect Effect ◽

Sampling Technique ◽

Chicken Meat ◽

Mediating Effect ◽

Supply Chain Performance ◽

Statistical Tool ◽

Purposive Sampling ◽

The Relationship

This study examines the mediating effect of supply agility on the relationship between trust and commitment and supply chain performance. The study examines the direct effect of trust and commitment on supply chain performance, trust and commitment on supply agility and supply agility on supply chain performance. The study also examines the indirect effect of trust and commitment on supply chain performance with supply agility as an intervening variable. The research sample consists of 100 respondents who sell chicken meat in seven districts in Lebak Regency, Banten Province, Indonesia. Data are collected using purposive sampling technique. The statistical tool used is the SmartPLS 3.0 application. The results of this study indicate that; trust has no effect on supply chain performance, commitment has a significant effect on supply chain performance, trust has a significant effect on supply agility, commitment has a significant effect on supply agility, and supply agility has a significant effect on supply chain performance.

Download Full-text

Pengaruh Penempatan dan Motivasi Kerja terhadap Kepuasan Kerja dan Kinerja Guru di Madrasah Aliyah Se-Kabupaten Jember

JIEMAN: Journal of Islamic Educational Management ◽

10.35719/jieman.v1i3.21 ◽

2020 ◽

Vol 1 (3) ◽

pp. 229-241

Author(s):

Nur Rohim ◽

Khotibul Umam

Keyword(s):

Job Satisfaction ◽

Path Analysis ◽

Direct Effect ◽

Indirect Effect ◽

Total Population ◽

Work Motivation ◽

Teacher Performance ◽

Sampling Technique ◽

Path Coefficient ◽

Purposive Sampling

Penelitian ini bertujuan untuk mengetahui pengaruh penempatan dan motivasi kerja terhadap kepuasan kerja dan kinerja guru di Madrasah Aliyah Se-Kabupaten Jember. Jumlah populasi 97 Madrasah dengan rincian tiga Madrasah Aliyah Negeri dan 94 Madrasah Aliyah Swasta. Jumlah sampel sebanyak enam madrasah dengan 100 responden. Teknik pengambilan sampel menggunakan purposive sampling. Metode penelitian menggunakan pendekatan kuantitatif jenisnya regresi. Pengumpulan data menggunakan teknik observasi, angket dan dokumen-dokumen. Analisis data menggunakan Path Analyisis. Data diolah dengan menggunakan program SPSS 16 for Windows. Penelitian sampai pada simpulan: Koefisien jalur pertama, penempatan berpengaruh positif dan signifikan terhadap kepuasan kerja guru serta kepuasan kerja guru juga berpengaruh positif dan signifikan terhadap kinerja guru. Jadi pengaruh langsung penempatan terhadap kinerja guru lebih efektif dari pada melalui kepuasan kerja. Koefisien jalur kedua, motivasi kerja berpengaruh tidak langsung terhadap kinerja guru. Akan tetapi motivasi berpengaruh positif dan signifikan terhadap kepuasan kerja. Jadi pengaruh motivasi kerja terhadap kinerja guru dapat melalui kepuasan kerja guru. Kata Kunci: penempatan, motivasi kerja, kepuasan kerja, kinerja guru This study aims to determine the effect of placement and work motivation on job satisfaction and teachers' performance in Madrasah Aliyah throughout Jember Regency. The total population is 97 madrasas consisting of three States and 94 private Madrasah Aliyahs. There are 100 research respondents incorporating six madrasahs in total. The sampling technique used was purposive sampling. This study used a regression type of quantitative approach. Data were collected through observation, questionnaires, and documentation, and then analyzed by using Path Analysis. The data were processed using SPSS 16 for Windows. Based on the results of the analysis and discussion, it can be concluded that; the first Path Coefficient, the placement, has a positive and significant effect on teachers' job satisfaction and the job satisfaction itself also has a positive and significant effect on teachers' performance. Hence, the direct effect of placement on teacher performance is more effective than job satisfaction. The second path coefficient, work motivation, has an indirect effect on teachers' performance. However, motivation has a positive and significant effect on job satisfaction. Therefore, the influence of work motivation on teachers' performance can be measured through teachers' job satisfaction.

Download Full-text

HOW DOES THE STORE (MALL) ENVIRONMENT AND MONEY AVAILABILITY AFFECT CONSUMER IMPULSE BUYING BEHAVIOR AT SURABAYA CITY OF TOMORROW SHOPPING CENTER?

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v4i2.259 ◽

2019 ◽

Vol 4 (2) ◽

pp. 215-224 ◽

Cited By ~ 1

Author(s):

Hendra Hendra ◽

Thomas Stefanus Kaihatu

Keyword(s):

Sampling Technique ◽

Quantitative Approach ◽

Shopping Center ◽

Sampling Techniques ◽

Impulse Buying ◽

Buying Behavior ◽

Probability Sampling ◽

Purposive Sampling ◽

The City ◽

Buying In

This study aims to determine the effect of store (mall) environment and money availability on consumer impulse buying in the City of Tomorrow (Cito) Surabaya. This study uses a quantitative approach whose data is obtained from the results of questionnaires. The sample in this study were 389 respondents taken based on purposive sampling technique which was included in non-probability sampling techniques. The results of this study indicate that the store (mall) environment has no effect on impulse buying. Meanwhile, money availability has a positive and significant effect on consumer impulse buying in the City of Tomorrow (Cito) Surabaya.

Download Full-text

Konstruksi Isu Aktual Bidang Ketahanan Nasional Untuk Pengembangan Isi Pendidikan Kewarganegaraan Persekolahan

Jurnal Ketahanan Nasional ◽

10.22146/jkn.35490 ◽

2018 ◽

Vol 24 (3) ◽

pp. 342

Author(s):

Sri Haryati

Keyword(s):

Data Collection ◽

Civic Education ◽

Sampling Technique ◽

Study Data ◽

Literature Study ◽

Purposive Sampling ◽

Security Issues ◽

Qualitative Descriptive ◽

Descriptive Approach ◽

Political Economic

ABSTRACTThisi study was aimed at to constructed the actual issues of national resilience ini thei developmenti of educational content of civici educationi as a description of knowledge about the actual issue of citizenship in the national resilience studies asi thei content of civici educationi in school.The research used qualitative descriptive approach. Source of informant data with purposive sampling technique, relevant document and literature study. Data collection was done throughi in-depthi interviewsi, FGD, iobservation, and documenti studyi. The validity of data was done by triangulation process of source and method. iData analysisi was done byireduction, data ipresentation, and iconclusion.Thei resultsi showedi thati the description of the content of civic education was based on the actual issues of national resilience concerning ideological, political, economic, socio-cultural and security issues in the form of basic competence study which translated into indicators to achieved the objectives of basic competence. Based on idataianalysis, it wasiinecessary to studiedi theiactual issue of national resilience to supported the content of civic education education in schoolABSTRAKPenelitian ini bertujuan untuk mengkonstruksi isu aktual bidang ketahanan nasional dalam pengembangan isi pendidikan kewarganegaraan persekolahan berupa deskripsi pengetahuan tentang isu aktual kewarganegaraan bidang ketahanan nasional sebagai isi pendidikan kewarganegaraan persekolahan.Penelitian menggunakan pendekatan deskriptif kualitatif. Sumber data informan dengan teknik purposive sampling, dokumen dan kepustakaan yang relevan. Data dikumpulkan dan diolah dengan cara wawancara mendalam, FGD, observasi, dan studi dokumen. Validitas data dilakukan melalui proses trianggulasi sumber dan metode. Data dianalisis melalui reduksi data, pemyajian data, dan penarikan kesimpulan.Penelitian ini menemukan rumusan tentang deskripsi isi pendidikan kewarganegaraan berdasarkan isu aktual bidang ketahanan nasional yaitu tentang isu-isu ipoleksosbudhankam berupa kajian kompetensi dasar yang diterjemahkan menjadi indikator-indikator untuk mencapai tujuan dari kompetensi dasar tersebut. Berdasarkan analisis data, diperlukan kajian isu aktual ketahanan nasional untuk mendukung isi pendidikan kewarganegaraan persekolahan

Download Full-text

Loyalitas Karyawan pada Universitas Swasta di Kota Bengkulu

Journal of Economic Bussines and Accounting (COSTING) ◽

10.31539/costing.v2i1.326 ◽

2018 ◽

Vol 2 (1) ◽

pp. 1-13

Author(s):

Onsardi Onsardi

Keyword(s):

Job Satisfaction ◽

Direct Effect ◽

Survey Methods ◽

Sampling Technique ◽

Private University ◽

Employee Loyalty ◽

University Employees ◽

Analysis Technique ◽

The City ◽

Significant Direct Effect

Loyalty in an organization is an important element in supporting the success of human resources in achieving company goals. This study aims to analyze employee loyalty in Private Universities in Bengkulu City and the factors that influence it. This study uses a quantitative approach with survey methods. The population of this study were all private university employees in the city of Bengkulu, amounting to 305 people, from a total population of 173 people with proportional ramdom sampling technique .The data analysis technique used is descriptive and inferential analysis. The results of this study prove that (1) employee loyalty is still relatively low (2) there is a positive and significant direct influence of compensation, empowerment and job satisfaction variables on employee loyalty, (3) There is a positive and significant direct effect of compensation and empowerment variables on job satisfaction, (4) There is a positive and significant direct effect of compensation variables on empowerment. Keywords: Loyalty, Compensation, Empowerment, and Job Satisfaction.

Download Full-text

THE ROLE OF SERVICE QUALITY ON LOYALTY AMONG LOW COST CARRIER CONSUMER

Psibernetika ◽

10.30813/psibernetika.v12i1.1586 ◽

2019 ◽

Vol 12 (1) ◽

Author(s):

Dion Nardo Julius ◽

Devi Jatmika

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Quantitative Research ◽

Low Cost ◽

Sampling Technique ◽

Positive Influence ◽

Three Dimension ◽

Purposive Sampling ◽

Low Cost Carrier ◽

Airline Company

<div class="WordSection1">ABSTRACT. As one of the peoples choice for traveling, "X" airline company is one of low cost carrier in Indonesia is considered to have poor service quality despite controlling nearly 60% of domestic market share. The purpose of this study was to determine whether there is influence of service quality on customer loyalty among "X" airline company. The method used is causal comparative quantitative research. Data were collected through a questionnaire with a sample size of 250 people aboard with "X" airline company. Purposive sampling technique was used in this research. The results of this study indicate that there is a positive influence between service quality on customer loyalty with regression value of 0.802 (p = 0.000). Reliability, assurance and empathy dimensions are the three dimension that have the most impact on customer loyalty (p<0.05). Based on the results, it is recommended that the "X" airline company continue to strive to improve the quality of services, especially in terms of safety and comfort to create a customer loyalty.Keywords: service quality, customer loyalty, low cost carrier, passengers ABSTRAK. Sebagai salah satu pilihan masyarakat untuk berpergian, perusahaan penerbangan “X” adalah salah satu maskapai berbiaya rendah di Indonesia yang dianggap memiliki kualitas layanan yang buruk meskipun menguasai hampir 60% pangsa pasar domestik. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada pengaruh kualitas layanan terhadap loyalitas konsumen perusahaan penerbangan “X”. Metode yang digunakan adalah penelitian kuantitatif kausal komparatif. Data dikumpulkan melalui kuesioner kepada sampel berjumlah 250 orang yang pernah menggunakan penerbangan maskapai penerbangan “X”. Teknik sampling purposive sampling digunakan dalam penelitian ii. Hasil penelitian menunjukkan bahwa ada pengaruh positif antara kualitas layanan terhadap loyalitas pelanggan dengan nilai regresi 0.802 (p=0.000). Dimensi reliabilitas, jaminan, dan empati adalah tiga dimensi yang paling berdampak terhadap loyalitas konsumen (p< 0.05). Berdasarkan hasil, direkomendasikan agar perusahaan penerbangan “X” terus berusaha untuk meningkatkan kualitas layanan, terutama dalam hal keselamatan dan untuk menciptakan loyalitas konsumen.Kata kunci: kualitas layanan, loyalitas konsumen, low cost carrier, penumpang</div>

Download Full-text

KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

Jurnal Fokus Manajemen Bisnis ◽

10.12928/fokus.v9i1.1547 ◽

2020 ◽

Vol 9 (1) ◽

pp. 14

Author(s):

Alo Rahmawati Mulyana ◽

Hendro Setyono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Primary Data ◽

Customer's Loyalty ◽

The City

The aim of study is to analyze about effect product quality and service quality on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make purchases at Waroeng Spesial Sambal “SS” the branch in the branch of Veteran Yogyakarta. While the sample in this study is a portion of consumers who have made purchases at least twice in the past year. The sampling technique uses purposive sampling. The data used in this study is primary data. The number of studies in this study were sixty samples in the city of Yogyakarta which were processed using multiple linear regression analysis and mediation analysis using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality dosen’t have a significant effect on customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating relationship with customer satisfaction as a mediator variable.

Download Full-text