Ibnu Widiyanto
Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro

Published : 48 Documents
Articles

PENGUKURAN TINGKAT KEPUASAN KONSUMEN JASA PENERBANGAN (STUDI KASUS PADA JASA PENERBANGAN GARUDA INDONESIA SEMARANG - JAKARTA)

STUDI MANAJEMEN DAN ORGANISASI Vol 3, No 1 (2006)
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

ABSTRAK Ditengah persaingan antar maskapai penerbangan, Garuda Indonesia sebagai perusahaan penerbangan terlama di Indonesia masih stabil dalam  memberikan pelayanan jasa angkutan udara yang berkualitas dan berorientasi pada kepuasan jasa, terutama melalui sisi peforma pelayanannya. Penelitian ini  bertujuan untuk mengetahui dan menganalisis sampai sejauh mana kesesuaian antara tingkat kepentingan atribut - atribut kualitas pelayanan (service quality) menurut konsumen jasa penerbangan Garuda Indonesia dengan kinerja yang telah dilakukan oleh PT. Garuda Indonesia. Kinerja yang dianggap baik berarti memuaskan. Analisis data yang digunakan adalah Importance and Performance Analysis (IPA). Data diperoleh melalui survei kepada 100 konsumen jasa penerbangan Garuda Indonesia rute Semarang – Jakarta dengan alat bantu kuesioner dengan teknik accidental sampling. Hasil penelitian ini terbagi atas empat bagian : kuadran I menjadi prioritas utama Garuda Indonesia dan harus dilaksanakan sesuai dengan harapan konsumen, karena konsumen belum puas dengan kinerja Garuda Indonesia, yaitu : pesawat memiliki peralatan yang menggunakan teknologi mutakhir, memberitahukan jadwal penerbangan akan dilakukan, karyawan memberikan rasa aman dalam memberikan pelayanan kepada penumpang, karyawan siap setiap saat untuk melayani penumpang, karyawan mampu memberikan kepercayaan kepada penumpang, karyawan memahami dan memperhatikan  kepentingan penumpang, karyawan sabar dan penuh pengertian dalam menangani penumpang, karyawan memberikan tempat yang nyaman, aman dan representatif. Kuadran II memiliki atribut-atribut yang perlu dipertahankan pelaksanaannya oleh Garuda Indonesia ,karena sudah sesuai dengan harapan konsumen, yaitu : karyawan memberikan sambutan yang baik kepada penumpang, waktu pelayanannya sesuai dengan jadwal yang diinformasikan kepada penumpang, pelayanan yang diberikan dapat dipercaya, menyimpan data yang akurat dan benar, karyawan selalu bersikap ramah kepada penumpang, karyawan memiliki pengetahuan yang cukup, karyawan tanggap terhadap kepentingan penumpang. Kuadran III berarti atribut – atribut dinilai kurang penting oleh konsumen namun konsumen cukup puas dengan kinerja Garuda Indonesia, dan peningkatannya perlu dipertimbangkan, yaitu : karyawan yang bersikap simpatik dalam menghadapi penumpang yang bermasalah, memberikan layanan yang cepat dan nyaman, karyawan mau membantu masalah yang dihadapi  penumpang, karyawan siap merespon permintaan penumpang. Kuadran IV berarti atribut-atribut yang pelaksanannya dilakukan dengan sangat baik oleh Garuda Indonesia, namun dinilai kurang penting oleh konsumen, sehingga terkesan belebihan, yaitu : karyawan yang profesional, berpenampilan rapi dan menarik, pesawat memiliki fasilitas yang menarik, penumpang merasa aman selama menggunakan jasa penerbangan. Berdasarkan dari hasil analisis yang dilakukan, agar kepuasan konsumen jasa penerbangan Garuda Indonesia perlu dijaga. Hal ini harus dilakukan Garuda Indonesia untuk meningkatkan daya beli konsumen, memperluas pangsa pasar, dan mempertahankan konsumen untuk tidak beralih pada maskapai penerbangan lain. Kata Kunci : kepuasan konsumen; atribut; kinerja

STUDI TENTANG BRAND LOYALTY KENDARAAN NIAGA DI SEMARANG

Diponegoro Journal of Management Volume 2, Nomor 2, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Brand loyalty is one of the important components in the automotive industries. Optimal management of brand loyalty that needs to be done, because brand loyalty of brand loyalty can be influencing sales and determine profitability in the future. The purpose of this study was to investigate the influence brand reputation, brand predictability, brand competences and brand liking to brand loyalty. After doing a literature review and hypothesis formulation, data is obtained by spreading questionnaires to 100 owner and user of Mitsubishi commercial vehicles in Semarang. Using purposive sampling, and then data is analyzed quantitatively and qualitatively. Quantitative analysis covers some matters; they are validity and reliability test, classic assumption text, analysis multiple regression, and hypothesis test. The hypothesis test is done through t and F test, and coefficient of determination (R2). The result of this study shows that coefficient of determination in Adjusted R Square is 0.899, which means that 89,9% brand loyalty effect can be explained by four independent variables in this study that are brand reputation, brand predictability, brand competence and brand liking, and the rest 10,1% can be explained by other variables outside the model of this study.

ANALISIS PENGARUH CITRA MEREK, PERSEPSI KUALITAS, DAN HARGA TERHADAP KEPUTUSAN PEMBELIAN BANDENG PRESTO (Studi kasus pada konsumen di Bandeng Presto Semarang)

Diponegoro Journal of Management Volume 1, Nomor 4, Tahun 2012
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The purpose of this study was to determine the effect of Brand Image, Perceived Quality and  price to the buying decision. This study is a descriptive type of research, ie research that describes the objects that relate to decisions of a general nature. Samples used in the study of 100 respondents. In this study using accidental sampling means sampling is that sampling is done by giving a questionnaire to be filled to the consumers who make purchasing decisions on the Bandeng Presto. Data analysis methods used in this study is a descriptive statistical analysis and regression analysis. Descriptive statistical analysis is the interpretation of data obtained in this study and the data processing which is executed by giving descriptions and explanations. Regression analysis include validity and reliability, the classical assumption test, multiple regression analysis, determination of test, test of Goodness of Fit via the F test and t test. The results prove that the three independent variables namely brand image, perceived quality, and price has a positive and significant effect on the dependent variable, namely  Bandeng Presto purchase decision. The results of multiple regression test showed That all independent variables (brand image,  perceived quality, and price) a  positive influence on purchase decisions. The greatest positive influence on purchase decisions Bandeng Presto are on a variable-brand image with a coefficient of 0.478, then the variable  perceived quality with a coefficient of 0.207, while the most influential variables are low that price of the value of the variable coefficient of 0.198.

STUDI TENTANG MINAT BELI E-TOLL CARD di KOTA SEMARANG

Diponegoro Journal of Management Volume 1, Nomor 4, Tahun 2012
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

E-toll card is a new innovative product of electronic money.This study was conducted to investigate the itention of toll users to buy e-toll card. how much consumers to buy the product e-toll card. This study aimed to analyze the effect of promoting attractiveness, perceived ease of use, perceived usefulness, and price on buying intention of e-toll card in the city of Semarang as the dependent variable. In this study, observer take 150 respondents that were taken by using a purposive sampling technique. Analysis using SPSS 16.0, including, reliability test, validity test, classic assumptions test, multiple regression analysis, hypothesis testing via the F and T test, and analysis of the coefficient of determination (R²). Percieve Usefulness showed the greatest regression coefficient. Percieve Usefulness is the most important factor influencing the Buying Interest of consumers who buy e-toll card product. The second important factor is the Percieve of Ease of Use than Price and The Attractiveness Effect of Promotion as the third and  factors that influence the Consumers Buying Interest. The coefficient of determination (adjusted R2) of 0,816 or 81,6 percent of the coefficient of determination means the model is good enough. The fourth independent variable in this study could explain 81,6 percent of the purchase decision variables. While the rest of 18.4 percent is explained by variables other than the four variables used in this study.

ANTECEDENT KEPUTUSAN PEMBELIAN ONLINE

Diponegoro Journal of Management Volume 2, Nomor 3, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The user internet in Indonesia have been increasing constantly each year. One of the internet user is for online purchasing. This online purchasing is not only caused by attractive user of its website but also affected by the special offer of products from this website. This study is to seek for antecedents of this online purchase decison.The data was collected by disseminating questionnaires via internet and face to face method. The respondents were internet users. The sampling method was purposive sampling. The model developed was two stage namely 1) attitude towards use is a function of trust and professionalism, and 2) online decision is a function of trust, professionalism and attitude towards use.The results show that all regression coefficients were significant. The independent variable that has the most influence toward the dependent ones is trust (X1) professionalism (X2) and attitude toward use (Y1) respecively. The t-test result show the entire of independent variables (trust, professionalism, and attitude toward use) have positive influence and significant toward the dependent variable that is the purchasing decision (Y2). The model showed a very good fit.it implies that all variables played impact includes in online purchasing.

PENGARUH PREFERENSI DAN HARGA TERHADAP SIKAP DAN IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN INDOMIE RASA CABE IJO DI SEMARANG

Diponegoro Journal of Management Volume 2, Nomor 3, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

In Indonesian instant noodle market is lucrative. Indonesian peoples dependence on fast food noodle is quite large. In this case also sparked instant noodle companies to compete in order to gain market share by offering products that meet the needs of consumers, because of the competition, the Indomie sales decline. To increase sales, Indomie do product development by releasing new products that Indomie Rasa CabeIjo. This study aimed to analyze the influence of preferences and price on customer attitudes and customer loyalty products Indomie Rasa CabeIjo in Semarang         This research uses multiple linear regression analysis using SPSS. The population is the city of Semarang who like to eat Indomie taste green chillies. While the sample is used as many as 100 people with non-random sampling method is to take samples at several stores and a minimarket in Semarang.The results showed that the preferences and price positive and significant impact on customer attitudes and customer attitudes positive and significant effect on customer loyalty products Indomie Rasa Cabe Ijo in Semarang. In the model 1, giving preference to the most influence customer attitudes of 0.648. In model 2, giving preference to the most influence customer loyalty of  Indomie Rasa Cabe Ijo product in Semarang at 0.341.

Performance Dashboard pada Rumah Sakit Islam

JURNAL SISTEM INFORMASI BISNIS Vol 1, No 3 (2011): Volume 1 Nomor 3 Tahun 2011
Publisher : Magister Sistem Informasi

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Abstract

Dashboard  sebagai  sarana  visualisasi  sederhana  tentang  indikator,  indikator  inilah  yang  diukur  kedalam  sebuah  satuan  yang  di visualisasikan dalam bentuk gambar dan angka. Dalam pembangunan aplikasi  performance  dashboard pada RSUI Harapan Anda Tegal akan  di  kaji  berdasarkan  KPI  (Key  Performance  Indicator)  menurut  pengukuran  kinerja  Balanced  Scorecard  yang  dikembangkan menjadi beberapa perspektif diantaranya Perspektif Keuangan, Perspektif Pelanggan, Perspekif Mutu Proses, Perspektif Lingkungan dan Perspekif Pengembangan SDM. Dengan adanya  performance dashboard  yang dtujukan kepada  strategic level  maka dapat  membantu dalam  pengambilan  keputusan  dengan  ditampilkan  indikator-indikator  tersebut  dalam  warna  merah,  kuning,  hijau.  Dengan  indikator tersebut maka level strategic dapat mengambil keputusan yang berkaitan dengan inisiatif strategi.Kata kunci : Dashboad; KPI; Business Intelegent; Balanced Scorecard

A STUDY OF THE INNOVATION POWER OF SMEs IN SEMARANG

Jurnal Manajemen dan Kewirausahaan Vol 16, No 2 (2014): SEPTEMBER 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

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Abstract

The objective of this study was to analyze the reasons why a business could sustain its life. The approaches used were industrial based approach and micro business unit approach. The sampling method was purposive sampling combined by convenience sampling technique.The amount of samples were 100. The method of analysis used were nonparametric statistics and regression analysis. The study found that the innovation power of SMEs in Semarang was quite small (around 5%). This finding was expected to benefit  business actors in Indonesia, namely to help increase innovation power so that their businesses could survive and continue to exist.

ANALISIS FAKTOR–FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN DAN IMPLIKASI PADA LOYALITAS KONSUMEN (Studi Pada Konsumen Warung Makan dan Lesehan Andheng–Andheng Tembalang)

Diponegoro Journal of Management Volume 2, Nomor 2, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Business stalls in this era  very attracted a lot of interest in businesses, so the competition was very tight. Warung Makan and Lesehan Andheng-Andheng Tembalang located at student area, sothe target market of food stalls are students. Of sales data Warung Makan and Lesehan Andheng- Andheng Tembalang april until september 2013 it is known that the number of sales still fluctuate not a gradual increase each month. The purpose of this study was to determine how much influenceof the price factor, product quality, responsiveness dish, the waiter hospitality , comfort to the level of customer satisfaction and its implications for consumer loyalty. So by knowing the factors that affect customer satisfaction and its implications for consumer loyalty is expected to be a reference for managers of Warung Makan and Lesehan Andheng-Andheng Tembalang.In conducting research independent variables are price, product quality, responsiveness dish,  the  waiter  hospitality,  comfort  and  the  dependent  variable  is  customer  satisfaction  and customer loyalty. Sample to be taken in this research was the visitors Warung Makan and Lesehan Andheng-Andheng Tembalang whove been more than two times. Due to the unknown probability sampling method  in this study using non-probability sampling methods and use techniques Sampling Convenience (convenience sample). By calculation, the sample used in this study were 110 respondents to fill out the questionnaire questions or statements related to the research object.The results of this study indicate that the variable price, product quality, comfort is significantly positive effect on customer satisfaction, and customer satisfaction variable positive effect on customer loyalty. Based on the beta value of the calculation in this study was variable comfort greatest influence on customer satisfaction and its implications for consumer loyalty, it is suggested the management to increase again as the comfort of a larger space so that customer is more free and comfortable in enjoying the meal, a comfortable or free from interference from both internal and external such as buskers, beggars, etc. as well as internal factors that noise either from fellow diners as well as from the manager so that it can be, make continuous improvement to managers Warung Makan and Lesehan Andheng-Andheng Tembalang  and can add interest to visit customers and to increase sales transaction of Warung Makan and Lesehan Andheng-Andheng Tembalang.

ANALISIS PENGARUH KEUNGGULAN PRODUK, EFEK KOMUNITAS, TERHADAP SIKAP MEREK DAN IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN (Studi Kasus Warung Sate Sapi Pak Kempleng 1 di Kota Semarang)

Diponegoro Journal of Management Volume 2, Nomor 2, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aims to determine how big the influence product excellence, community effect and attitude towards brand of the customer loyalty on beef satay foodstall in Pak Kempleng 1 Semarang. And this research also aims to analyze the most dominant factors that influence on customer loyalty of beef satay foodstall in Pak Kempleng 1 Semarang.            The population used in this study is consumer of beef satay foodstall in Pak Kempleng 1 Semarang. The sample in this study are 100 respondents and the technique used is non-probability sampling technique with the approach purposive sampling.            The result showed that excellence product and community effect have positive and significant impacts on attitude towards brand. Further attitude towards brand, the excellence product and community effect have also positive and significant impacts on customer loyalty. The most dominant variable of model 1 is the excellence product, while for model 2, attitude towards brand is the highest influence on customer loyalty.