scholarly journals Customer Satisfaction, Revisit Intention and Promoting Ferry Transportation

2020 ◽  
Vol 1 (3) ◽  
pp. 186-207
Author(s):  
Hafiludin Usman ◽  
Andhik Kanitra ◽  
Anita Maharani
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Research Method ◽  
Quantitative Approach ◽  
Marketing Management ◽  
Research Model ◽  
Revisit Intention ◽  
The Relationship

This study aims to prove the research model about the relationship between customer satisfaction, revisit intention and words of mouth. The literature review used begins with marketing management, then the dynamics between the variables raised. The research method chosen is a quantitative approach; the object of this research is at the Hunimua-Waipirit port, Maluku, Indonesia, and with a research sample of 75 people, then analyzed using SMART PLS. The results obtained indicate that customer satisfaction, words of mouth and revisit intention are related to one another. Customer satisfaction will affect revisit intention, customer satisfaction will affect words of mouth, and words of mouth affect revisit intention.

scholarly journals The Evaluation Of Sales Promotion In Jakarta Retail Business

2019 ◽  
Vol 23 (2) ◽  
pp. 191
Author(s):  
Joseph M.J. Renwarin
Keyword(s):  
Economic Growth ◽  
Customer Satisfaction ◽  
Research Method ◽  
Sampling Method ◽  
Sales Promotion ◽  
Quantitative Approach ◽  
Retail Market ◽  
Sales Promotions ◽  
Retail Business ◽  
The Relationship

The occurrence of the gap phenomenon between Indonesia's economic growth and population has increased but the retail market has declined. Therefore, the purpose of research is to find out how much the relationship between sales promotions and customer satisfaction in Matahari stores. The research method uses a quantitative approach with accidental sampling method through the distribution of questionnaires to 100 retail customers. The result of this research is the relationship between sales promotion and increasing customer satisfaction. The management should focus on midnight sale and member membership because it has a significant impact on customer satisfaction. The voucher discount variable and buy two get one free have not significant on customer satisfaction. In the next future, the research focuses on the increase of online shore sales promotion.

Hubungan Kepribadian dan Lingkungan dengan Kemampuan Bahasa Indonesia

2019 ◽  
Vol 2 ◽  
Author(s):  
Imam Mujtaba ◽  
Yufiarti Yufiarti ◽  
Elindra Yetti
Keyword(s):  
Research Method ◽  
Positive Relationship ◽  
Language Ability ◽  
Descriptive Statistics ◽  
Quantitative Approach ◽  
Assessment Scale ◽  
Correlation Technique ◽  
Correlational Method ◽  
The Relationship ◽  
Bahasa Indonesia

The purpose of this study was to determine the relationship between students’ personality and environment with their Indonesian Language ability. This research was conducted in South Tangerang City involving 392 2nd grade students. This research method used correlational method with quantitative approach by using descriptive statistics. Data was collected using an assessment scale instrument and analyzed by using correlation technique (regression). The results of this study showed that: (1) There was a positive relationship between personality and students’ Indonesian Language ability with a significant level of α = 0.05, obtained tcal 8.77 ˃ ttable 1.97. (2) There wasa positive relationship between the environment and the students’ Indonesian Language ability with a significant level of α = 0.05, which obtained 9.03 ˃ t table 1.97. (3) There was a positive relationship between personality and environment with the students’ Indonesian Language ability; with a significant level of α = 0.05, obtained tcal 7.92 ˃ t table 1.97. The Implications of the study identified that Indonesian Language ability of the students can be influenced by their personality and environment.

scholarly journals THE EFFECT OF FESTIVAL QUALITY ON REVISIT INTENTION: MEDIATING ROLE OF DESTINATION IMAGE IN JEMBER FASHION CARNAVAL, JEMBER, INDONESIA

2021 ◽  
Vol 38 (4) ◽  
pp. 1195-1202
Author(s):  
SUPRIONO SUPRIONO ◽  
◽  
Edy YULIANTO ◽  
Keyword(s):  
Statistical Analysis ◽  
Quantitative Approach ◽  
Destination Image ◽  
Mediating Role ◽  
Revisit Intention ◽  
Program Content ◽  
The Relationship

This study aims to investigate and explain festival qualities that are applied to festival organizers that affect the destination image and the tourist revisit intention. This research uses a quantitative approach through statistical analysis of PLS-SEM and distributed questionnaires that have been designed to 200 tourists. The findings of this study indicate that the constructs of the variables that shape the quality of the festival, namely program content, convenience, and staff, have a positive and significant effect on the image of the destination. In addition, the relationship between destination image and revisit intention has a positive and significant effect.

Strategic Capabilities for the Sustainability of Small, Medium, and Micro Enterprises

2021 ◽  
pp. 17-44
Author(s):  
Sulaiman Olusegun Atiku ◽  
Abiola Afolakemi Abatan
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Positive Relationship ◽  
Innovation Capability ◽  
Strategic Objectives ◽  
Innovative Capabilities ◽  
Strategic Capabilities ◽  
The Relationship ◽  
Micro Enterprises ◽  
Strategic Capability

Sustainability of small, medium, and micro enterprises has been an issue due to the lack of strategic capability of many entrepreneurs. This chapter examines the strategic capabilities that are necessary for the sustainability of small, medium, and micro-enterprises. A literature review approach was adopted by the authors to examine the relationship between the measures of strategic capability of small, medium, and micro-enterprises, and the sustainability measures of the small, medium, and micro-enterprises. The result shows that there is a positive relationship between strategic capability and sustainability of small, medium, and micro-enterprises. The measures of strategic capability include sensing, seizing, transforming, and innovative capabilities. The sustainability measures of the small, medium and micro enterprises are strategic objectives, customer satisfaction, and retention, organisational value, networking, availability of resources, innovation capability, profitability, and organisational competitiveness.

Institutional Capital on Trade Marketing and Environmentally-Sustainable Development Policy Making

2020 ◽  
pp. 34-66
Author(s):  
José G. Vargas-Hernández
Keyword(s):  
Sustainable Development ◽  
Literature Review ◽  
Development Policy ◽  
Policy Making ◽  
Research Model ◽  
Environmentally Sustainable ◽  
Positive Effects ◽  
Institutional Capital ◽  
The Relationship

The aim of this study is to critically analyze the implications in terms of the relationship between cooperation, conflict, and institutional capital, as well as their interactions with trade marketing and environmentally sustainable development policy making under the framework of NAFTA. The methodology is based on a literature review aimed to create a relationship between the analytical variables in order to obtain a research construct. This research model is used to critically analyze the implications in terms of cooperation and conflict relationships as institutional capital and their interactions with trade marketing and environmentally sustainable development policy making. It is concluded that, although the existence of NAFTA is severely questioned, its institutional capital has positive effects on the implications of trade-marketing; however, environmentally sustainable development proves to be conflictive and highly contentious, although some positive effects are developing.

scholarly journals Analisis Peningkatan Pelayanan Stasiun Bogor Terhadap Kepuasan Pengguna Jasa Kereta Api Dengan Metode Importance Performance Analysis (IPA)

2016 ◽  
Vol 11 (4) ◽  
pp. 391
Author(s):  
Azhar Hermawan Riyanto ◽  
Bambang - Riyanto
Keyword(s):  
Performance Analysis ◽  
Research Method ◽  
Descriptive Analysis ◽  
Quantitative Approach ◽  
Waiting Room ◽  
Service Station ◽  
Basic Assumptions ◽  
Excellent Service ◽  
Improved Performance ◽  
The Relationship

ABSTRACT Excellent service is part of the target PT. Kereta Api Indonesia (Persero) to maximize efforts in innovation services, one of which implementation is the existence of Bogor Station, This study uses a quantitative approach, according to the basic assumptions axiology quantitative approach seeks explanation of the relationship between the variables studied, while the research method used is descriptive analysis, which aims to explain or describe further the pattern of correlation, the relationship between two or more variables studied, technique of analysis by analyzing the performance of services with Servqual Service, methods of science and CSI and utility station facilities in terms of user services based on standards Minimum service station where respondents are users of services in Bogor Station. Based on the analysis we can conclude CSI scores of this study is 62%, which indicates the overall service of Bogor Station are included in the category quite satisfied and there are five attributes that a top priority for immediate improved performance, among others, the availability of the number of toilets, availability and comfort of the lounge (waiting room) passengers, cleanliness and comfort toilet, comfort and ease up/down passenger (Peron) and the availability of information and the announcement of train travel. Keywords: Service Station, Method Importance Performance Analysis (IPA), Utilities Station Facility ABSTRAK Excellent service merupakan bagian dari sasaran PT. Kereta Api Indonesia (Persero) untuk memaksimalkan upaya dalam inovasi pelayanannya, dimana salah satunya implementasinya adalah dengan keberadaan Stasiun Bogor, Penelitian ini menggunakan pendekatan kuantitatif, menurut asumsi dasar aksiologi pendekatan kuantitatif berusaha mencari penjelasan hubungan antara variabel-variabel yang diteliti, sedangkan metode penelitian yang digunakan adalah analisis deskriptif, yang bertujuan untuk menjelaskan atau mendiskripsikan lebih jauh pola hubungan korelasi, keterkaitan antara dua atau lebih variabel yang diteliti, teknik analisis dengan menganalisa kinerja pelayanan dengan Servqual Service, metode IPA lalu CSI dan utilitas fasilitas stasiun ditinjau dari pengguna jasa berdasarkan Standar Pelayanan Minimum Stasiun dimana respondennya yaitu pengguna jasa di Stasiun Bogor. Berdasarkan hasil analisa tersebut dapat disimpulkan nilai CSI dari penelitian ini yaitu 62 % yang mengindikasikan secara keseluruhan pelayanan Stasiun Bogor termasuk dalam kategori cukup puas dan terdapat 5 atribut yang menjadi prioritas utama untuk segera ditingkatkan kinerjanya antara lain, ketersediaan jumlah toilet, ketersediaan dan kenyamanan ruang tunggu (waiting room) penumpang, kebersihan dan kenyamanan toilet, kenyamanan dan kemudahan naik/turun penumpang (Peron) dan ketersediaan informasi dan pengumuman perjalanan kereta api. Kata kunci : Pelayanan Stasiun, Metode Importance Performance Analysis (IPA), Utilitas Fasilitas Stasiun

An Empirical Study to Identify the Factors Influencing the Customer Satisfaction of ATMs in India

2013 ◽  
Vol 4 (4) ◽  
pp. 25-40
Author(s):  
R. Muthu Kumar ◽  
G. Varaprasad ◽  
R. Sridharan ◽  
Anandakuttan B. Unnithan
Keyword(s):  
Customer Satisfaction ◽  
Exploratory Study ◽  
Strong Influence ◽  
Ease Of Use ◽  
Research Model ◽  
Negative Effects ◽  
Automated Teller Machines ◽  
Factors Influencing ◽  
The Relationship ◽  
Fee Payment

This exploratory study aims at identifying the influencing factors of customer satisfaction of Automated Teller Machines (ATMs). From the literature review and experts’ suggestions, a research model has been developed which consists of six factors namely cash availability, transaction speed, long queue, perceived quality, ease of use and ease/certainty of fee payment. A newly designed questionnaire which was pre-tested on a group of customers has been used for data collection. The validated data have been analyzed using regression analysis to establish the relationship between the six independent factors and customer satisfaction. The results reveal that all the factors are found to influence the customer satisfaction and out of six, only long queue has negative effects as hypothesized. Cash availability and transaction speed are found to have a strong influence on customer satisfaction of ATMs.

scholarly journals The Relationship Between Strategic Management, Employee Engagement on Customer Satisfaction and Customer Loyalty (Newest Empirical Approach 2013-2015): A Conceptual Model

2016 ◽  
Vol 1 (1) ◽  
pp. 81-87
Author(s):  
Sudjatno Sudjatno
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Strategic Management ◽  
Employee Engagement ◽  
Value Added ◽  
Jel Classification ◽  
Literature Study ◽  
Management Commitment ◽  
Analyse Data ◽  
The Relationship

Objective - Customer satisfaction is the main goal of every company's strategy for maintaining its global/local business. However, achieving Customer Satisfaction needs strategic management commitment which is related to how the shareholders and executives plan their business investment in employee engagement. The purpose of this study is to reveal the collaboration of the strategic management and employee engagement for achieving customer satisfaction. Methodology/Technique - The study employs the analytical method (literature study) to analyse data gained from literature review Findings – The relationship between strategic management, employee engagement and customer satisfaction is revealed. It is also noted that customer dimension, in the newest context, is goods or service value plus value added from positive emotion, expectation, switching cost. Novelty - This study explores employee engagement and customer satisfaction from the newest literature review combined with four strategic management's newest book literature. Type of Paper - Review Keywords: Strategic Management, Employee Engagement, Customer Satisfaction JEL Classification: M10, M12, M31.

scholarly journals The Antecedents of Store Image and Customer Satisfaction

2014 ◽  
Vol 3 (3) ◽  
pp. 48-62
Author(s):  
Banu Kulter Demirtas
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Behavioral Outcomes ◽  
Positive Influence ◽  
Image Theory ◽  
Store Image ◽  
Positive Image ◽  
Store Attributes ◽  
Definition Of ◽  
The Relationship

Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction.  Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’.

scholarly journals Central-Local Government dalam Manajemen Bencana Pandemi COVID-19 di Indonesia

2021 ◽  
Vol 4 (2) ◽  
pp. 709-721
Author(s):  
Rumzi Samin
Keyword(s):  
Local Government ◽  
Literature Review ◽  
Disaster Management ◽  
Systematic Literature Review ◽  
Local Governments ◽  
Research Method ◽  
Management Strategy ◽  
Central Government ◽  
The Relationship

The relationship between the local government and the central government in handling COVID 19 in Indonesia is considered very bad because the existing disaster management is considered slow in breaking the chain of the spread of COVID 19. This study focuses on coordination between the central government and local governments where there are many mismatched statements in determining policies in handling COVID 19 which is confusing in the application of handling this COVID 19 disaster. The research method using a systematic literature review is one approach to the literature review method by describing the procedure for selecting publication criteria and/or literature that is reviewed with the aim of getting a broad picture related to a particular topic or issue. The results of the study indicate the need for principles of interaction between local and central government authorities in the task of handling the COVID-19 disaster that has not used a good disaster management strategy, this is because it does not implement the relationship responsibility principles of central-local government interaction so it is necessary to strengthen communication. In addition, during the COVID-19 pandemic, there is a complicated bureaucratic system in central-local government interactions

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