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2013-05-08 08:51:40
Untag Telah Luluskan 35.000 Sarjana
2013-05-08 08:51:25
FKIP Untirta Gelar Gebyar Hardiknas 2013
2013-05-08 08:50:53
Hasil penelitian wajib disertai sosialisasi

Publikasi Penelitian Dosen

Assessing The Effects of Service Quality and Customer Delight toward Customer Loyalty of Small Medium Enterprise Blenger Burger
Abstrak

The small entrepreneur Blenger Burger with the creative and innovative entrepreneurship spirit shows an amazing phenomenon. However, can it be analyzed whether it has the loyal customers through qualified service and whether it has made the customers delighted by enjoying Burger Blenger. The purpose of this study is to assess how big the impact of service quality on customer loyalty, the impact of customer delight on customer loyalty and the impact of both service quality and customer delight together on customer loyalty. The analysis unit is 100 customers and uses the statistical verificative and descriptive analysis method with Multiple Regression Test using the assistance of SPSS version 20. The result of the study shows that there is a simultaneously positive and significant influence between the service quality and customer delight toward the customer loyalty. It indicates that customer loyalty toward Blenger Burger is formed by the service quality level and customer delight. Partially, between service quality variable toward customer loyalty, perceived service quality is able to create loyalty. And between the customer delight and customer loyalty, customer delight achieved by the consumers is able to create loyalty. The small enterprise, Blenger Burger has been able to achieve loyal customers by giving a qualified service and able to make the customers delighted when enjoying Blenger Burger.

 

Keywords:  service quality, customer delight, customer loyalty

Penulis : SRI WIDYASTUTI, DR, S.E., M.M., M.SI, [PDF File] didownload : 5 x

The Influence of Integrated Marketing Communications andCustomer Relationship Management Performance Toward Brand Image of Islamic Commercial Bank
Abstrak

The purpose of this study was to obtain the results of studies on the effects of integrated marketing communications and customer relationship management performance of the brand image of Islamic Banks in Greater Jakarta. Some people still have the perception that the heterogeneous product Islamic banks and conventional banks are the same just different terms and covenants. Suspected the general impression is captured by the public about Islamic banks are synonymous with bank Islamic banks with profit sharing system, the bank is a bank that Islamic Banking. The unit of analysis is the 216 customers who save their money either wadiah deposits, time deposits and iB savings mudaraba. Simultaneously integrated marketing communications and customer relationship management performance positive influence on brand image Islamic Commercial Banks in Greater Jakarta. Things influential in integrated marketing communications are message dimensional appeal, while the influence of other dimensions in order are trust on the services and products and service policies. In the meantime, the most substantial influence on the performance of customer relationship management is the human resource dimension of credibility, while the influence of other dimensions in order are silahturahim relations and information technology and reliability. Based on the structural relationships were found that the formation of brand image is dominated by integrated marketing communication variables.

 

Keywords: Marketing Communication, Customer Relationship, Brand Image

Penulis : SRI WIDYASTUTI, DR, S.E., M.M., M.SI, [PDF File] didownload : 1 x

Membangun Keinovasian UMKM melalui Peningkatan Peran Orientasi Pasar, Kompetensi SDM dan Organisasi Pembelajaran
Abstrak

Tujuan Penelitian ini adalah untuk memperoleh bukti empirik tentang pengaruh variabel orientasi pasar, kompetensi SDM, dan organisasi pembelajaran Pelaku Usaha UMKM di Kota Depok terhadap keinovasian UMKM. Penelitian ini dilakukan terhadap 100 orang responden Pelaku Usaha UMKM di Kota Depok. Penelitian ini menggunakan pendekatan kuantitatif dan pengolahan data menggunakan SPSS. Hasil penelitian ini menunjukkan adanya pengaruh yang signifikan dan orientasi pasar, kompetensi SDM, dan organisasi pembelajaran terhadap keinovasian UMKM. Ketiga variabel tersebut secara bersamasama mempengaruhi keinovasian UMKM di Kota Depok. Namun Kompetensi SDM dan Organisasi Pembelajaran lebih kuat dalam mempengaruhi pelaku usaha UMKM untuk dapat berinovasi dalam produknya dibandingkan dengan orientasi pasar.

Kata kunci:  orientasi pasar, kompetensi SDM, organisasi pembelajaran, keinovasian, dan pelaku usaha UMKM

 

Abstract

The purpose of this study is to find empirical evidence about the effect of market orientation variables, human resource competencies, and learning organizations of SMES business in Depok City on SMEinnovation. This research was conducted on 100 respondents from SMES  business in Depok. This research uses quantitative approach and data processing using SPSS. The results of this study indicate a significant influence of market orientation, human resource competence, and learning organizations on the innovation of SMES. These three variables simultaneously affect the innovation of SMES in Depok City. The competence of Human Resources and Learning Organization are more influencing SMES business to innovate their products compared to market orientation variable.

Keywords: market orientation, human resource competency, learning organization, innovation, business actor of SMES

Penulis : SRI WIDYASTUTI, DR, S.E., M.M., M.SI, [PDF File] didownload : 4 x

STRATEGI PENGEMBANGAN MINAT PEMBELIAN MELALUI PENINGKATAN KEPERCAYAAN NASABAH BCA
Abstrak

The rapid progress of the banking world makes the community as a consumer banking services have a large selection of banking companies that can be selected according to their needs. Equality of products, features, or service convenience makes banking into a homogeneous industry, to excel in a homogeneous industry, one way is to provide different types and quality of service between a bank and another bank. The banking world recognizes the importance of obtaining and maintaining customer confidence for the success of the bank business and the benefits of each product offered by the bank requires a marketing strategy, this is done so that the public knows and has the interest to buy the benefits of the products offered in accordance with their needs and desires. This study uses four variables, namely service quality, trust, marketing mix and buying interest. The purpose of this research is to analyze the strategies to increase buying interest through service quality and marketing strategy through customer trust. The method used is descriptive and causality method, data collection techniques are done by giving questionnaires to 250 customers who have done transactions in the BCA Cash office in Depok area and in the analysis using Structural Equation Modeling (SEM) Amos 21. The results showed that service quality had a positive influence on trust, but did not have a positive influence on purchasing intention, and marketing mix has a positive effect on trust and purchasing intention 

ABSTRAK 

Pesatnya kemajuan dunia perbankan membuat masyarakat sebagai konsumen jasa perbankan memiliki banyak pilihan perusahaan perbankan yang dapat dipilih sesuai dengan kebutuhan mereka. Persamaan produk, fitur, atau kemudahan pelayanan menjadikan perbankan menjadi industri yang homogen, untuk unggul dalam industri yang homogen, salah satu cara adalah menyediakan jenis dan kualitas pelayanan yang berbeda antara suatu bank dengan bank yang lain. Dunia perbankan menyadari betapa pentingnya memperoleh dan mempertahankan kepercayaan nasabah bagi keberhasilan bisnis bank dan keunggulan setiap produk yang ditawarkan bank membutuhkan strategi pemasaran, hal ini dilakukan agar masyarakat mengetahui dan memiliki minat membeli manfaat dari produk yang ditawarkan sesuai dengan kebutuhan dan keinginannya. Penelitian ini menggunakan empat variabel, yaitu kualitas layanan, kepercayaan, bauran pemasaran dan minat pembelian. Tujuan dari penelitian ini adalah menganalisis strategi untuk meningkatkan minat beli melalui kualitas layanan dan strategi pemasaran melalui kepercayaan nasabah. Metode yang digunakan adalah metode deskriptif dan kausalitas, tehnik pengumpulan data di lakukan dengan cara memberi kuisioner kepada 250 nasabah yang telah melakukan transaksi di BCA kantor Kas di wilayah Depok dan di analisis menggunakan Structural Equation Modeling (SEM) Amos 21. Hasil penelitian menunjukkan bahwa kualitas pelayanan mempunyai pengaruh positif terhadap kepercayaan, Jnamun tidak mempunyai pengaruh positif terhadap minat pembelian, serta bauran pemasaran mempunyai pengaruh positif terhadap kepercayaan dan minat pembelian. 

 

Keywords: Service Quality, Marketing Mix, Trust, Purchase Intention 

Penulis : SRI WIDYASTUTI, DR, S.E., M.M., M.SI, [PDF File] didownload : 3 x

STRATEGI PENGEMBANGAN BISNIS PT. ALPINDO MITRA BAJA DENGAN MENGGUNAKAN ANALYTIC NETWORK PROCESS (ANP)
Abstrak

 

The development of business strategy is an important aspect to achieve corporate goals. It requires accurate strategy planning in developing a company or business. This study was conducted on PT. Alpindo Mitra Baja (PT AMB), one of the steel plate manufacturer companies in West Java. The high challenge faced by the companies forced their top management to think harder in determining the strategies to be applied. The uncertain business climate and the recovering condition of the company were the factors that must be identified. This study used the SWOT analysis method which was developed by weighting over IFA (Internal Factor Analysis) and EFA (External Factor Analysis). It required an analytical technique to test the model and the relation generated by the SWOT. The analytical techniques used in this study was Analytic Network Process or ANP. The use of ANP analysis tools was also aimed to find the priority strategy. Using ANP, based on the weighted sequence of the largest, it can be seen that the sequence of strategies is "increase the working capital especially for new projects" by 1,0000000, "strengthen the HRD system to discipline employees" by 0,746776 "conduct employee competency training Amounting to 0,488718, "improving production quality" 0,244288, "creating SIM to expand foreign and domestic market of 0,153744" and implementing ISO-certified management system "of 0,097903. 

 

Keywords: Business Development Strategy, SWOT, ANP (Analytic Network Process). 

Penulis : SRI WIDYASTUTI, DR, S.E., M.M., M.SI, [PDF File] didownload : 2 x

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