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ANALISIS
PENGARUH TINGKAT KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BISNIS ECERAN
By: Apriliyati Dini Widyastuti &
Retno Tanding Suryandari
This
research is aimed to investigate the variables, which
influence the level of customer satisfaction in retail
business. Data of 100 patrons were gathered from a
retail store in Delanggu by convenient method. Using
Weighted Servqual analysis to seeks how satisfy the
customer with the retail’s service, Importance-
Performance Analysis to find what the most important
variable are to enhance the satisfaction level, and
regression analysis to find which variable has the
biggest impact in creating customer satisfaction, the
results show
that variables of phsical aspects, reliability,
personal interaction, problem solving and policy run
by the store has significant effect in creating
customer satisfaction,
and the dilligent service, employee knowledge
and quick service are perceived by customer to fall
under average compared to their
expectation.
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ANALISIS
PENGARUH CITRA SUPERMARKET
TERHADAP
LOYALITAS KONSUMEN
By: Riana Iswari dan Retno Tanding
Suryandari
This
research is aimed to investigate the factors
influencing the retail image creation and its impact
on customer loyalty. Using accidental method, 100
respondent was taken from a department store patrons.
Data analysis using factor analysis and regression
analysis, the results show that 4 dimensions as price,
service, quality and physical aspect were recognizd as
main factor contributing in image creation. Physical
aspect has significant effect in customer’s
intention to recommend the store to other party and
also to make repurchase, meanwhile loyalty is
significantly influenced by price and servuce
dimension
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PENGARUH
PAPARAN IKLAN DAN KEYAKINAN AKAN MEREK PRODUK PADA
PEMBENTUKAN SIKAP KONSUMEN TERHADAP MEREK PRODUK (Studi
Pada Mahasiswa Universitas Sebelas Maret Surakarta)
By: Santika
Budhi Utami
& Retno Tanding Suryandari
Advertising
is especially important to build an offering’s
image. Through image building and consistently
communicate it to the market, it will stimulate the
demand for the product. One aspect to stimulate the
demand is to create a positive attitude toward the
brand through advertising exposure and brand belief.
This
research is aimed to justify if the attitude toward
the advertising, the brand image belief, and the brand
utilitarian belief bring effect on the attitude
formation toward the brand. Using 100 samples of
economics students and two offerings which entail
utilitarian and hedonic image (shampoo and sport
shoes) the results show both factors of brand belief
and advertising exposure significantly influence the
attitude formation toward the brand. For the hedonic
image, the attitude formation toward the brand is
highly influenced by the attitude toward the ad. For
the utilitarian image, the brand attitude is
influenced by brand’s utilitarian belief and brand
image belief
Key
words: attitude formation, brand belief, hedonic
image, utilitarian image
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