Rifelly Dewi Astuti
Department of Management, Faculty of Economics Universitas Indonesia

Published : 3 Documents
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The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia Adi Zakaria Afiff; Rifelly Dewi Astuti
Asean Marketing Journal ##issue.vol## 1, ##issue.no## 1 (2009): June 2009
Publisher : Asean Marketing Journal

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Abstract

This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional) of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.Keywords: Spiritual dimension, customer value, islamic bank product
Performance Evaluation of Public Services: A Development of Public Services Quality Measurement and Customer Satisfaction Model on Three Cities in Java Gita Gayatri; Rifelly Dewi Astuti; Fanny Martdianty; Sri Daryanti
Asean Marketing Journal ##issue.vol## 1, ##issue.no## 2 (2009): December
Publisher : Asean Marketing Journal

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Abstract

Decentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the three areas of the Java Island. The research will use triangulation methods: qualitative research will be conducted using focus group discussions whereas quantitative research will be conducted using surveys.The findings are: first, the ten dimensions of service quality for the public sector -i.e. tangibility, reliability, responsiveness, credibility, competence, understanding customers, access, security, communication, and courtesy- were all proven to form the service quality construct in the public service quality. Moreover the proposed model that depicts the relationship between public service quality, perceived value and satisfaction was also confirmed; hence provide an evaluation tool for public services in city level.Keywords: Decentralization/Regional Autonomy, Quality of Public Services, Value Perception, Public Service Satisfaction
The Influence of Attitude And Subjective Norms On Student’s (Future) Intention and Future Decision Of Higher Level Studies: A Case Study of Five Universities with BHMN Status in Indonesia Gita Gayatri; Yeshika Alversia; Rifelly Dewi Astuti
Asean Marketing Journal ##issue.vol## 2, ##issue.no## 1 (2010): JUNE 2010
Publisher : Asean Marketing Journal

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Abstract

Since government regulation (PP) Nu 61/1999 came into effect, competitions were heating up among state-owned universities (PTN) in attracting high school graduates. This research aims to understand students’ attitudes toward tertiary education institutions, their promotion activities and other external factors such as family, and the impact of those attitudes in choosing tertiary education institution if they were to take further study and in recommending certain tertiary education institution to other people. The sample chosen was approximately 500 first-year tertiary students from UI, ITB, IPB, UGM dan Unair.The result of this study found that students are strongly influenced by their positive attitude toward tertiary education institution, being shaped mainly by the perception on lecturers’ quality and education facility, as well as external influence that motivates them to acquire similar characteristics with that of a certain reference group exists in the respective tertiary education institution.Keywords: attitudes, subjective norms, promotion activities, tertiary education institution