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THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER’S SATISFACTION AT PT. SINAR MUTIARA CAKRABUANA Oktaviani, Amna Amelia; Barokah, Siti Nur; Salsiyah, Sri Marhaeni
jobs Vol 4, No 2 (2018): Desember 2018
Publisher : jobs

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Abstract

The purpose of this research was to determine and analyze the influence of services quality: tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on customer’s satisfaction (Y) at PT. Sinar Mutiara Cakrabuana. The collecting data methods used in this research were questionnaires, interview and literature review. The scale of questionnaires used agree-disagree scale with 10 point scale and the respondents in this research were 90 samples. The sampling technique used is purposive sampling. The data analysis technique used was multiple linear regression. The result could be concluded that service quality which consists of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) has positive and significance influence on customer’s satisfaction (Y). Meanwhile the contribution of the independent variables (tangibles, reliability, responsiveness, assurance, empathy) on customer’s satisfaction was 66,7%.
STUDI TENTANG FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS STRATEGI BERSAING UNTUK MENINGKATKAN KINERJA PERUSAHAAN PADA KUKM PENGRAJIN KULIT DI MANDING - BANTUL Barokah, Siti Nur
JURNAL BISNIS STRATEGI Vol 17, No 2 (2008): Desember
Publisher : Magister Manajemen, Fakultas Ekonomika dan Bisnis Undip

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (167.54 KB) | DOI: 10.14710/jbs.17.2.219-235

Abstract

In a context of enhancing the competitive advantage, acquiring knowledge is an important factor. This point is the weakest of the KUKM powerlessness. The problem that Group of Small Business and Enterpreneurs often face basically is on the decision making on Competitive Strategy in order to enhance the firms’ performance. Therefore, it is necessary to examine “How to enhance the Group of Small Business and Enterpreneurs’s performance, by focusing on Competitive Strategy and the affecting factors.” Hence, a model that consists of five variables is developed. Those five variables are strategic assets, environment adaptability, entrepreneurship orientation, competitive strategy and firms’ performance.Data of observed variables is collected through questionnaire. The questionnaire is specially developed to have structured questions about the variables. 100 respondents of owners or people who run leather crafts in Yogyakarta were asked to answer the questionnaires. Then, data collection is analyzed with Structural Equation Modeling (SEM) method.The test result of the model shows that the model developed in this researched is proven to be fit. While the hypothesis test shows that the quality of strategic asset, environmental adaptability, and the quality of competitive strategy has a positive and significant effect on firms’ performance.Based on the hypothesis result, enhancing Group of Small Business and Enterpreneurs performance can be achieved by making better the competitive strategy through entrepreneurship orientation.
STUDI TENTANG FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS STRATEGI BERSAING UNTUK MENINGKATKAN KINERJA PERUSAHAAN PADA KUKM PENGRAJIN KULIT DI MANDING - BANJUL Barokah, Siti Nur
JURNAL BISNIS STRATEGI Vol 18, No 2 (2009): Desember
Publisher : Magister Manajemen, Fakultas Ekonomika dan Bisnis Undip

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1528.312 KB) | DOI: 10.14710/jbs.18.2.78-98

Abstract

In a context of enhancing the competitive advantage, acquiring knowledge is an important factor This point is the weakest of the KUKM powerlessness. The problem that Group of Small Business and Entrepreneurs often face basically is on the decision making onCompetitive Strategy in order to enhance the firms' performance. Therefore, it is necessary to examine "How to enhance the Group of Small Business and Entrepreneur’s performance, by focusing on Competitive Strategy and the affecting factors." Hence, a model that consists of five variables is developed. Those five variables are strategic assets, environment adaptability, entrepreneurship orientation, competitive strategy and firms' performance.Data of observed variables is collected through questionnaire. The questionnaire is specially developed to have structured questions about the variables. 100 respondents of owners or people who run leather crafts in Yogyakarta were asked to answer the questionnaires. Then, data collection is analyzed with Structural Equation Modeling (SEM) method.The test result of the model shows that the model developed in this researched is proven to be fit. While the hypothesis test shows that the quality at strategic asset; environmental adaptability, and the quality of competitive strategy has a positive and significant effect on firms' performance.Based on the hypothesis result, enhancing Group of Small Business and Entrepreneurs performance can be achieved by making better the competitive strategy through entrepreneurship orientation. 
ANALYSIS OF INFLUENCE OF PRICE, SERVICE QUALITY, BRAND IMAGE TO CUSTOMERS’ PURCHASE DECISION OF KOREAN MARINE TRANSPORT CO., LTD. ( A Case Study at PT. Samudera Indonesia Tbk. Semarang ) Rachmawati, Dwi -; Barokah, Siti Nur; Nahar, M
jobs Vol 3, No 1 (2017): Oktober 2017
Publisher : jobs

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Abstract

The competition among shipping company is strict. The objective of this research is to analyze the influence of price, service quality, and brand image to customers’ purchase decision of Korean Marine Transport Co., Ltd. at PT. Samudera Indonesia Tbk. Semarang. This research used a multiple linear regression analysis. The primary data used in this research is collected from questionnaire. The amounts of the respondents are 56 who are customers of PT Korean Marine Transport Co., Ltd, at PT. Samudera Indonesia Tbk. Semarang. The calculation of multiple linier regressions which is carried out by SPSS 20 showed that price, service quality, and brand image variables have significant positive influenced on purchase decision in partially and simultaneously and the most dominant variable is service quality. The contribution of price, service quality, and brand image to purchase decision is 60.2% while 39.8% are influenced by other variables that were not described in this research.
PENGARUH TECHNIQUE QUALITY DAN PROCESS QUALITY TERHADAP CUSTOMER SATISFACTION (STUDI KASUS DWELLING TIME PADA TERMINAL PETIKEMAS SEMARANG) Tawakal, Hertas Fajar; Haribowo, Putut; Barokah, Siti Nur
jobs Vol 3, No 1 (2017): Oktober 2017
Publisher : jobs

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Abstract

The purpose of this research is to analyze the effect of technique quality and process quality on customer satisfaction (a case study of dwelling time in Terminal Petikemas Semarang) The methods used to analyze data are validity test, reliability test, assumption classic test, multiple linear regression method, t-test (partial), f-test (simultaneous), and the coefficient of determination test (Adjusted R2) Based on this research, the result of statistical F-test has significant value < significant level (0,000 < 0,05). It means that technique quality and process quality has a significant impact on customer satisfaction. From the result of coefficient of determination test, adjusted R2 has value of 0,607. It’s mean that the impact of independent variable (technique quality and process quality) toward dependent variable (customer satisfaction) is at 60.7%, while the remaining 39.3% is influenced by other variables that outside in this research.