Edwin Japarianto
Program Manajemen Pemasaran, Fakultas Ekonomi, Universitas Kristen Petra Jl. Siwalankerto 121-131, Surabaya

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ANALISA KUALITAS LAYANAN SEBAGAI PENGUKUR LOYALITAS PELANGGAN HOTEL MAJAPAHIT SURABAYA DENGAN PEMASARAN RELASIONAL SEBAGAI VARIABEL INTERVENING Japarianto, Edwin; Laksmono, Poppy; Khomariyah, Nur Ainy
Jurnal Manajemen Perhotelan Vol 3, No 1 (2007): MARCH 2007
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB) | DOI: 10.9744/jmp.3.1.34-42

Abstract

This research aims to investigate the influence of service quality on customer loyaty by using relationship marketing as an intervening variable. Service quality is measured by applying tangible, reliability, responsiveness, assurance and empathy. Relationship marketing is observed from harmony, acceptance dan participation simplicity, while customer loyalty is measured by indicators such as say positive things, recommend friend, and continue purchasing. Using two step regressions, the result indicate that service quality has a direct influence on customer loyalty and indirect effect on customer loyalty with relationship marketing as an invertening variable. Abstract in Bahasa Indonesia : Penelitian ini bertujuan untuk meneliti pengaruh kualitas layanan terhadap kesetiaan pelanggan Hotel Majapahit dengan menggunakan variabel pemasaran relasional sebagai variabel intervening. Kualitas layanan ditinjau dari: tangible; reliability, responsiveness, assurance dan empathy. Pemasaran relasional ditinjau dari harmony, acceptance dan participation simplicity. Sedangkan loyalitas pelanggan ditinjau dari say positive things, recommend friend, continue purchasing. Menggunakan regresi dua langkah, hasil penelitian menunjukkan adanya pengaruh langsung dari kualitas layanan terhadap kesetiaan pelanggan serta pengaruh tidak langsung dari kualitas layanan terhadap kesetiaan pelanggan dengan pemasaran relasional sebagai variabel intervening. Kata kunci: kualitas layanan, pemasaran relasional, kesetiaan konsumen
Analisa Faktor Type Hedonic Shopping Motivation dan Faktor Pembentuk Kepuasan Tourist Shopper di Surabaya Japarianto, Edwin
Jurnal Manajemen dan Kewirausahaan Vol 12, No 1 (2010): MARCH 2010
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (71.575 KB)

Abstract

This research try to find factors in the hedonic motivation for the tourist shopper and satisfaction, researcher try to find factors can develop the basic motivation tourist shopper. Basic Hedonic motivation have six dimensions: Adventure Shopping, Social Shopping, Gratification Shopping, Idea Shopping, Role Shopping, and Value Shopping. Used 349 responden who collect from Judmental sampling and calculated by factor analysist. Reseracher find 5 hedonic motivation tourist shopper in Surabaya: Moody Shopper, Fashionable Shopper, Community Shopper, Price Sensitive Shopper and Charity Shopper. Satisfaction can analyst with 3 attributes, they are: attribute related to product, attribute related to service and attribute related to purchase, use the same correspondent and research tools. Researcher gets 4 variables to build satisfaction: Creative and uniqueness, excellent program and familiarity, Empathy and good performance, Equality cost & benefit managerial.
ANALISIS PEMBENTUKAN DISONANSI KOGNITIF KONSUMEN PEMILIK MOBIL TOYOTA AVANZA Japarianto, Edwin
Jurnal Manajemen Pemasaran Vol 1, No 2 (2006): OCTOBER 2006
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/pemasaran.1.2.

Abstract

The main objective of this research is to clarify factors to develop customer Cognitive dissonance when bought a Toyota Avanza. Cognitive dissonance has 3 dimensions: Emotional, Wisdom of Purchase, Concern Over the Deal. Emotional observed by the factors of: desperate, regret, disappointed, empty, angry, anxious, make a mistake, upset, frustration, furious, depressions, angry to himself, disgusted and get a problem. Wisdom of purchased observed by factors of: need Toyota Avanza, Right to buy Toyota Avanza, Make a right choice, to do right to buy Toyota Avanza. Concern over the Deal observed by the factors of: to do with a foolish, salesman not make confused and comfort with their agreement. With factor Analysis this research gets a three new factor: right chooses, right decision, right agreement Abstract in Bahasa Indonesia : Penelitian ini mencoba untuk melihat pembentukan Disonasi Kognitif konsumen pada saat mereka memutuskan untuk membeli mobil Toyota Avanza, Disonansi kognitif memiliki tiga dimensi yaitu, emotional, wisdom of purchase, concern over the deal. Emotional ditinjau dari putus asa, menyesal, kecewa dengan diri anda sendiri, takut, hampa, marah, cemas atau khawatir, telah membuat sesuatu yang salah, kesal atau jengkel, frustasi, sakit hati, depresi, marah dengan diri sendiri, muak dan mendapat masalah. Wisdom of Purchase ditinjau dari sangat membutuhkan mobil merek Toyota Avanza, perlu membeli suatu Toyota Avanza, telah membuat pilihan yang tepat, telah melakukan hal yang tepat untuk membeli mobil merek Toyota Avanza sedangan Concern over the deal ditinjau dari tidak merasa telah melakukan suatu ketololan, Tenaga Penjual tidak membuat mereka bingung, merasa nyaman dengan persetujuan yang telah di buat. Menggunakan Analisa faktor hasil penelitian memunculkan 3 faktor utama pembentuk disonansi yaitu: pilihan tepat, keputusan tepat, persetujuan tepat. Kata kunci: Emotional, Wisdom of Purchase, Concern Over the Deal.
EVALUASI CUSTOMER PT POS INDONESIA DITINJAU DARI KEPUASAN KEPERCAYAAN DAN SWITCHING BARRIERS Japarianto, Edwin
Jurnal Manajemen Pemasaran Vol 8, No 1 (2014): APRIL 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/pemasaran.8.1.18-26

Abstract

This research is aimed to analyze the evaluation of perceived quality and perceived value to PT. Pos Indonesia customers satisfaction and to examine the customers satisfaction based on trust, customers loyalty and switching barriers. Research data are collected through survey method with interview method straight to 400 respondents who use PT. Pos Indonesia. The technique of collecting sample is using Non probablity sampling. Methodology that is used are CHAID, Suharjo, Split, Penalty-Rewards. Based on several tolls we can collcect almost evaluation result about PT. Pos Indonesia performance.
BUDAYA DAN BEHAVIOR INTENTION MAHASISWA DALAM MENILAI SERVICE QUALITY UNIVERSITAS KRISTEN PETRA Japarianto, Edwin
Jurnal Manajemen Pemasaran Vol 1, No 1 (2006): APRIL 2006
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/pemasaran.1.1.

Abstract

The main objective of this research is to clarify a correlaition between culture and behavioral intention of Petra Christian University students, culture observed by the dimention of: Power Distance, Uncertenty Avoidance, Individualism, Masculinity dan Time Orientation. Bahavioral Intention observed by the dimention of: Loyalty, Propensity to Switch, Pay More, External Response dan Internal Response and service quality observed by the dimention of: tangible, Responsiveness, Reliability, Emphaty and Assurance. Using Path Analysis, the result of this research indicates that service quality can be measure by behavioral Intention where as culture can not be used as the basis a evaluation because cultureof the students tend to be uniform. Abstract in Bahasa Indonesia : Penelitian ini mencoba untuk menjelaskan hubungan budaya dan behavioral intention mahasiswa Universitas Kristen Petra (UK Petra) dalam menilai kualitas layanan jasa bidang akademik UK Petra. Budaya ditinjau dari Power Distance, Uncertenty Avoidance, Indivduialism, Masculinity dan Time Orientation. Behavioral Intention ditinjau dari Loyalty, Propensity to Switch, Pay More, External Response dan Internal Response sedangkan kualitas layanan ditinjau dari tangible, Responsiveness, Reliability, Emphaty and Assurance. Menggunakan Path Analysis, hasil penelitian menunjukkan kwalias layanan dapat dinilai melalui behavioral Intention sedangkan budaya tidak signifikan sebagai dasar penilaian karena cenderung seragam. Kata kunci: Budaya, Behavioral Intention, Kwalitas layanan.
ANALISIS PENGARUH EKUITAS MEREK TERHADAP MINAT BELI KONSUMEN ICE CREAM DI DE BOLIVA SURABAYA William, Christopher; Japarianto, Edwin
Jurnal Hospitality dan Manajemen Jasa Vol 2 (2014): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (78.005 KB)

Abstract

Penelitian ini dilakukan untuk menganalisa pengaruh ekuitas merek terhadap minat beli konsumen ice cream de Boliva di Surabaya.Populasi dalam penelitian ini adalah konsumen ice cream de Boliva di Surabaya. Dengan menggunakan metode kuota sampling, maka ditetapkan sampel penelitian sebanyak 100 orang pengunjung di 5 outlet de Boliva Surabaya. Teknis analisis data yang digunakan dalam penelitian ini adalah regresi linier berganda. Dari hasil penelitian didapatkan bahwa kesadaran merek, asosiasi merek dan loyalitas merek berpengaruh signifikan dan positif terhadap minat beli konsumen ice cream de Boliva di Surabaya. Secara parsial kesadaran merek berpengaruh signifikan terhadap minat beli konsumen ice cream de Boliva di Surabaya, asosiasi merek berpengaruh signifikan terhadap minat beli konsumen ice cream de Boliva di Surabaya dan loyalitas merek berpengaruh signifikan terhadap minat beli konsumen ice cream de Boliva di Surabaya.
ANALISIS PENGARUH BAURAN PEMASARAN TERHADAP KEPUASAN KONSUMEN EAT & EAT FOOD MARKET DALAM INDUSTRI PUJASERA DI SURABAYA Santoso, Novita Maya; Japarianto, Edwin
Jurnal Hospitality dan Manajemen Jasa Vol 2, No 1 (2013): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (78.005 KB)

Abstract

Penelitian ini dimaksudkan untuk mencari tahu mengenai pengaruh bauran pemasaran terhadap kepuasan konsumen di Eat & Eat Food Market Surabaya. Penelitian ini dilakukan di Eat & Eat Food Market cabang Surabaya yang berlokasi di ICBC Square lantai 1, Surabaya dengan menggunakan metode analisa kausal kuantitatif. Populasinya adalah Masyarakat Surabaya yang merupakan konsumen Eat & Eat Food Market cabang Surabaya. Hasil dari penelitian ini adalah mengetahui bauran pemasaran yang memiliki pengaruh terhadap kepuasan konsumen di Eat & Eat Food Market Surabaya. Adapun bauran pemasaran yang berpengaruh terhadap kepuasan konsumen Eat & Eat Food Market Surabaya adalah produk, harga, lokasi, dan promosi. 
PERSEPSI KONSUMEN TERHADAP ATRIBUT PRODUK BREADTALK TUNJUNGAN PLASA SURABAYA kustanto, agustin wiek; Japarianto, Edwin; Kristanti, Monika
Jurnal Hospitality dan Manajemen Jasa Vol 2 (2014): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (78.005 KB)

Abstract

Penelitian ini dilakukan untuk mengetahui bagaimana persepsi konsumen terhadap atribut produk BreadTalk Tunjungan Plasa Surabaya. Dalam penelitian ini terdapat terdapat 7 variabel, yaitu persepsi terhadap product design, product quality, product features, product reliability and consistency, product benefit, range of product or service, dan value price relationship. Teknik pengambilan sampel dilakukan menggunakan teknik judgemental sampling terhadap 100 responden. Berdasarkan hasil analisis, diperoleh kesimpulan bahwa masyarakat mempunyai persepsi yang baik terhadap atribut produk.
ANALISA EXPERIENTIAL MARKETING TERHADAP LOYALITAS KONSUMEN DENGAN VARIABEL CUSTOMER EXPERIENCE SEBAGAI VARIABEL PERANTARA DI CIPUTRA WATERPARK SURABAYA setiawan, sally eva; michelle, gabriella; japarianto, edwin
Jurnal Hospitality dan Manajemen Jasa Vol 2 (2014): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (78.005 KB)

Abstract

Tujuan penelitian ini adalah untuk menjelaskan pengaruh experiential Marketing terhadap customer loyalty melalui customer experience. Desain penelitian kausal. Variabel penelitian adalah experiential Marketing (sense, feel, think, act, dan relate), customer experience, dan customer loyalty. Sampel penelitian sebanyak 190 sampel dan teknik analisis menggunakan structural equation model. Pengujian hipotesis menunjukkan variabel feel dan relate yang berpengaruh terhadap customer experience dan customer experience berpengaruh terhadap customer loyalty. Sedangkan variabel lainnya tidak terbukti berpengaruh terhadap customer experience. 
ANALISA PERBEDAAN “RETAIL IMAGE” MALL DAN SHOPPING CENTRE DI SURABAYA PADA SEGMEN PELAJAR DAN MAHASISWA Japarianto, Edwin
Jurnal Manajemen Pemasaran Vol 7, No 1 (2012): APRIL 2012
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/pemasaran.7.1.1-8

Abstract

In today’s shopping center growth in Surabaya, it is necessary to create an attractive image to invite consumers visit. This research try to observe retail image captured by the consumers, the observed variables are: location, merchandise, price, service, and physical facilities. Purposive sampling conducted for 100 repondents in total from student and undergraduate student based on similar charateristics of those two groups. One way ANOVA developed to analyze differences among those two groups. This research concludes that from those five factors it is known that there are few differences of consumer’s valuation image for Royal Plaza and CITO especially from the physic facilities.