Buku ini akan membantu instansi pemerintah dalam melaksanakan survei tingkat kepuasan masyarakat.... more Buku ini akan membantu instansi pemerintah dalam melaksanakan survei tingkat kepuasan masyarakat.282 hlm.; 21 c
Free trade agreement between Indonesia and other countries created a threat for domestic entrepre... more Free trade agreement between Indonesia and other countries created a threat for domestic entrepreneurs. Domestic products must face more intense competition in their own domestic markets because the Indonesian market is filled with imported products. This research aims to understand the effect of Indonesian consumer demographics on intentions to buy domestic products. This research decrypted the intentions of Indonesian to purchase domestic products based on demographic factors. The research method was a survey using a questionnaire. Samples were taken using judgment-sampling. There were 204 respondents involved in this research. This research found that Indonesian consumers' gender and income influenced their intentions to buy domestic products. In contrast, age and education did not affect their intentions to buy domestic products.
2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), 2018
We have developed a conceptual framework that can be used as customer perception based organizati... more We have developed a conceptual framework that can be used as customer perception based organization performance measurement framework for healthcare service. The conceptual framework consists of customer satisfaction, perceived sacrifice, and perceived service quality. This paper aims to validate the conceptual framework empirically. A survey was conducted in order to gather the data. The survey involved 123 healthcare service (HS) users in Jakarta, Indonesia. Structural Equation Modeling analysis was employed. The research result showed that the measurement model of our framework has good psychometric properties. In other words, the measurement model of our framework is valid and reliable. The research result also showed that the structural model of our framework has good goodness of fit.
International Journal of Productivity and Performance Management, 2020
PurposeThis research aims to develop an index for measuring Indonesian quality label awareness am... more PurposeThis research aims to develop an index for measuring Indonesian quality label awareness among motorcycle helmet users. The index measures quality label awareness and its antecedent variables, which are the variables that represent marketing effort on promoting the quality label.Design/methodology/approachThe indicators of the index were derived from a literature review. A survey was performed. The respondents are 487 motorcycle drivers and passengers helmet users in Jakarta. The authors conducted some statistical analyses, namely, exploratory factor analysis, Cronbach’sαanalysis, and multiple regression analysis.FindingsA quality label awareness index was developed and tested. The index consists of quality label awareness and its determinants. The determinants are label marketing clarity and label marketing credibility. The research result showed that the index is valid and reliable.Research limitations/implicationsThe authors performed the survey only at Jakarta using conven...
Abstrak Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting unt... more Abstrak Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting untuk melindungi berbagai kepentingan konsumen di tanah air. Sehubungan dengan masih banyaknya pelanggaran yang terjadi terhadap ketentuan SNI Wajib, maka sebaiknya diadakan analisis mengenai efektifitas penerapan SNI wajib oleh pemerintah dari sudut pandang masyarakat. Akan tetapi, adanya keterbatasan operasional, sumber daya, dan anggaran yang dimiliki untuk melakukan penelitian, penting untuk dilakukan prioritasi SNI wajib yang akan dijadikan obyek penelitian. Oleh karena itu, penelitian ini bertujuan untuk merumuskan kriteria yang harus dipertimbangkan untuk menentukan SNI wajib yang sebaiknya menjadi prioritas sebagai obyek penelitian, memberi bobot pada setiap kriteria yang teridentifikasi, dan memilih SNI wajib yang penting untuk diprioritaskan sebagai objek penelitian efektifitas penerapan SNI. Pengumpulan data dilakukan dengan menggunakan instrumen kuesioner perbandingan berpasanga...
Management of Environmental Quality: An International Journal, 2016
Purpose– The purpose of this paper is to investigate the simultaneous effect of attitude, subject... more Purpose– The purpose of this paper is to investigate the simultaneous effect of attitude, subjective norm, perceived behavioral control (PBC), perceived value, and image on public transport passengers’ intention to reuse.Design/methodology/approach– The empirical data were collected through survey. The respondents of the survey are 293 public transport passengers in Tangerang, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.Findings– The findings showed that attitude, subjective norm, and image influence public transport passengers’ intention to reuse. However, this research also found that perceived value and PBC does not influence public transport passengers’ intention to reuse significantly.Research limitations/implications– The survey was only conducted at one area in Indonesia. In addition, convenience sampling method was employed. These conditions may cause that the research results cannot be generalized to the ot...
This paper aims to develop and test a model that involves consumer ethnocentrism, world-mindednes... more This paper aims to develop and test a model that involves consumer ethnocentrism, world-mindedness, patriotism, and domestic product quality syndrome. This research used a quantitative approach. Data were collected through a survey of 222 respondents in Jakarta, Indonesia. The respondents are consumer electronic product users. Structural equation modeling (SEM) analysis was used to test the conceptual model and hypotheses. The results of this research show that the conceptual model has a good fit. We found that consumer ethnocentrism has a positive and significant impact on domestic product quality syndrome. We also found that patriotism significantly influences consumer ethnocentrism, while world-mindedness does not significantly influence consumer ethnocentrism. Data were collected only in Jakarta. Furthermore, a convenience sampling technique was applied. Thus, the findings of this research may not be generalized to other contexts. Therefore, future studies involving larger respo...
PurposeThis research seeks to develop a model to predict repurchase intention based on the modifi... more PurposeThis research seeks to develop a model to predict repurchase intention based on the modified theory of planned behavior (TPB).Design/methodology/approachThis research is quantitative study involving 150 respondents from five major cities in Indonesia. Data were collected using a questionnaire. Data analysis used confirmatory factor analysis–structural equation modeling (CFA–SEM).FindingsThe research instrument and the proposed model were fit. However, health belief was not proven to have a significant impact on attitude. The perceived behavioral control (PBC) also did not significantly affect repurchase intention.Research limitations/implicationsFuture research that utilizes TPB should incorporate emotional belief as part of the attitude variable.Practical implicationsIn the designing and marketing process, managers of herbal teas companies should consider the health benefits of their products and the feeling of joy it might incite.Originality/valueThe TPB was initially const...
2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), 2018
This paper aims to propose and test an extended P-Transqual public transport (PT) passengers’ per... more This paper aims to propose and test an extended P-Transqual public transport (PT) passengers’ perceived service quality (PSQ) model. Furthermore, this paper also investigated the contribution of each dimension of the model on overall PSQ. The research used a quantitative approach. A survey was conducted to collect data. The respondents are 177 PT passengers, which are not only paratransit passengers but also minibus passengers, bus passengers, commuter rail passengers, bus rapid transit passengers, mini-taxi with three wheels passengers, and taxi passengers. CFA, SEM, and Cronbach Alpha analysis were employed. The research results show that our proposed model has good goodness of fit, validity, and reliability. Furthermore, it is also found that personnel, tangible, and comfort significantly influence PT passengers’ overall perceived service quality. Personnel dimension has the largest effect on PT passengers’ overall PSQ. However, reliability does not affect PT passengers’ overall PSQ significantly.
This research aims to investigate the dimensions of Industrial Engineering students’ perceived se... more This research aims to investigate the dimensions of Industrial Engineering students’ perceived service quality at Indonesia public higher education institution context. The research used a quantitative approach. The data was carried out through survey to 89 industrial engineering higher education students. The data analysis was using factor analysis and reliability test with cronbach alpha approach. The research result shows that the industrial engineering students’ perceived service quality is consist of five dimensions which are academic content and knowledge center, supporting facilities, lecture responsibilities, social activities, and class program and
Abstract— This research aims to investigate whether there is significant difference in students... more Abstract— This research aims to investigate whether there is significant difference in students' perceived service quality between IS O 9001 and non-IS O 9001 certified senior high school. This research becomes important because there is no researcher that investigated the matter at Indonesia senior high school context. The research used a quantitative approach. The data was carried out through survey to 100 senior high school students that coming from an IS O 9001 and non-IS O 9001 certified senior high school. This research result shows that there is significant difference in students' perceived quality between IS O 9001 and non-IS O 9001 certified senior high school.
It is important to carry out public health education about fruits and vegetables consumption to i... more It is important to carry out public health education about fruits and vegetables consumption to improve healthy behaviour. This study aims to analyse the effect of perceived severity, perceived susceptibility, subjective norm, attitude, perceived behavioural control (PBC), and the intention to consume fruits and vegetables to the actual consumption of fruits and vegetables. The study used a quantitative research methodology with a survey research design. The survey was conducted in Jakarta, Indonesia. The number of samples of this study was 120 respondents. The researchers utilised some statistical analyses in this study, namely item-to-total correlation, Cronbach á analysis and Structural Equation Modelling (SEM) with Partial Least Square (PLS). This study found that the actual consumption of fruits and vegetables is influenced by perceived severity, perceived severity, attitude, PBC, and the intention to consume fruits and vegetables.
PurposeThis research aims to test the effects of attitude, perceived behavioral control (PBC), su... more PurposeThis research aims to test the effects of attitude, perceived behavioral control (PBC), subjective norm and perceived quality of official coronavirus disease 2019 (COVID-19) websites on intention to use official COVID-19 websites.Design/methodology/approachThis study collected data using an online questionnaire. It involved 120 Indonesians who used official COVID-19 websites. The data were analyzed using the multiple regression analysis.FindingsThis research found that intention to use official COVID-19 websites is significantly and positively affected by the quality of the website, attitude and subjective norm. PBC does not influence intention to use official COVID-19 websites.Research limitations/implicationsThis research was only conducted in the context of Indonesians. Furthermore, a convenience sampling technique was applied. Future research should be done in a different context with larger samples to test the generalization of this research's findings.Practical impl...
PurposeThis research seeks to simultaneously test the effect of attitude towards the behavior of ... more PurposeThis research seeks to simultaneously test the effect of attitude towards the behavior of following the “Stay at Home” policy, subjective norm, perceived behavioral control, perceived susceptibility and perceived severity on people's intention to follow the “Stay at Home” policy during COVID-19 pandemic.Design/methodology/approachThe data were collected through an online survey with 148 respondents in the Greater Area of Jakarta, Indonesia. The data were then analyzed using multiple regressions.FindingsThe findings show that attitude towards the behavior, subjective norm and perceived behavioral control positively and significantly affect intention to follow “Stay at Home” during the COVID-19 pandemic. However, perceived susceptibility and perceived severity of COVID-19 do not significantly influence the intention to follow “Stay at Home” during the COVID-19 pandemic.Research limitations/implicationsThis research was limited to the Greater Area of Jakarta, Indonesia. Furt...
Abstract Research on public transport passengers’ perception and behavior has been performed exte... more Abstract Research on public transport passengers’ perception and behavior has been performed extensively by many researchers. However, there is a lack of research on public transport passengers’ WOM. In order to fulfill the gaps in the literature, this research aims to develop and test a WOM model for public transport passengers in Indonesia. Our research model integrates the theory of planned behavior, the customer satisfaction theory, and the personal norm theory. This study used a quantitative research methodology. A survey was used to collect data. The survey was conducted in three cities – Bogor, Bekasi, Depok- in West Java, Indonesia. 844 respondents are involved in the survey. The research results showed that our proposed model has good goodness of fit. More specifically, our research results revealed that WOM is influenced directly and significantly by attitude, subjective norm, moral norm, and environmental norm. Furthermore, WOM is also influenced by perceived quality indirectly through attitude. In the other hand, this research also revealed that satisfaction, perceived behavioral control, and perceived service quality don’t affect WOM directly and significantly.
Buku ini akan membantu instansi pemerintah dalam melaksanakan survei tingkat kepuasan masyarakat.... more Buku ini akan membantu instansi pemerintah dalam melaksanakan survei tingkat kepuasan masyarakat.282 hlm.; 21 c
Free trade agreement between Indonesia and other countries created a threat for domestic entrepre... more Free trade agreement between Indonesia and other countries created a threat for domestic entrepreneurs. Domestic products must face more intense competition in their own domestic markets because the Indonesian market is filled with imported products. This research aims to understand the effect of Indonesian consumer demographics on intentions to buy domestic products. This research decrypted the intentions of Indonesian to purchase domestic products based on demographic factors. The research method was a survey using a questionnaire. Samples were taken using judgment-sampling. There were 204 respondents involved in this research. This research found that Indonesian consumers' gender and income influenced their intentions to buy domestic products. In contrast, age and education did not affect their intentions to buy domestic products.
2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), 2018
We have developed a conceptual framework that can be used as customer perception based organizati... more We have developed a conceptual framework that can be used as customer perception based organization performance measurement framework for healthcare service. The conceptual framework consists of customer satisfaction, perceived sacrifice, and perceived service quality. This paper aims to validate the conceptual framework empirically. A survey was conducted in order to gather the data. The survey involved 123 healthcare service (HS) users in Jakarta, Indonesia. Structural Equation Modeling analysis was employed. The research result showed that the measurement model of our framework has good psychometric properties. In other words, the measurement model of our framework is valid and reliable. The research result also showed that the structural model of our framework has good goodness of fit.
International Journal of Productivity and Performance Management, 2020
PurposeThis research aims to develop an index for measuring Indonesian quality label awareness am... more PurposeThis research aims to develop an index for measuring Indonesian quality label awareness among motorcycle helmet users. The index measures quality label awareness and its antecedent variables, which are the variables that represent marketing effort on promoting the quality label.Design/methodology/approachThe indicators of the index were derived from a literature review. A survey was performed. The respondents are 487 motorcycle drivers and passengers helmet users in Jakarta. The authors conducted some statistical analyses, namely, exploratory factor analysis, Cronbach’sαanalysis, and multiple regression analysis.FindingsA quality label awareness index was developed and tested. The index consists of quality label awareness and its determinants. The determinants are label marketing clarity and label marketing credibility. The research result showed that the index is valid and reliable.Research limitations/implicationsThe authors performed the survey only at Jakarta using conven...
Abstrak Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting unt... more Abstrak Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting untuk melindungi berbagai kepentingan konsumen di tanah air. Sehubungan dengan masih banyaknya pelanggaran yang terjadi terhadap ketentuan SNI Wajib, maka sebaiknya diadakan analisis mengenai efektifitas penerapan SNI wajib oleh pemerintah dari sudut pandang masyarakat. Akan tetapi, adanya keterbatasan operasional, sumber daya, dan anggaran yang dimiliki untuk melakukan penelitian, penting untuk dilakukan prioritasi SNI wajib yang akan dijadikan obyek penelitian. Oleh karena itu, penelitian ini bertujuan untuk merumuskan kriteria yang harus dipertimbangkan untuk menentukan SNI wajib yang sebaiknya menjadi prioritas sebagai obyek penelitian, memberi bobot pada setiap kriteria yang teridentifikasi, dan memilih SNI wajib yang penting untuk diprioritaskan sebagai objek penelitian efektifitas penerapan SNI. Pengumpulan data dilakukan dengan menggunakan instrumen kuesioner perbandingan berpasanga...
Management of Environmental Quality: An International Journal, 2016
Purpose– The purpose of this paper is to investigate the simultaneous effect of attitude, subject... more Purpose– The purpose of this paper is to investigate the simultaneous effect of attitude, subjective norm, perceived behavioral control (PBC), perceived value, and image on public transport passengers’ intention to reuse.Design/methodology/approach– The empirical data were collected through survey. The respondents of the survey are 293 public transport passengers in Tangerang, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.Findings– The findings showed that attitude, subjective norm, and image influence public transport passengers’ intention to reuse. However, this research also found that perceived value and PBC does not influence public transport passengers’ intention to reuse significantly.Research limitations/implications– The survey was only conducted at one area in Indonesia. In addition, convenience sampling method was employed. These conditions may cause that the research results cannot be generalized to the ot...
This paper aims to develop and test a model that involves consumer ethnocentrism, world-mindednes... more This paper aims to develop and test a model that involves consumer ethnocentrism, world-mindedness, patriotism, and domestic product quality syndrome. This research used a quantitative approach. Data were collected through a survey of 222 respondents in Jakarta, Indonesia. The respondents are consumer electronic product users. Structural equation modeling (SEM) analysis was used to test the conceptual model and hypotheses. The results of this research show that the conceptual model has a good fit. We found that consumer ethnocentrism has a positive and significant impact on domestic product quality syndrome. We also found that patriotism significantly influences consumer ethnocentrism, while world-mindedness does not significantly influence consumer ethnocentrism. Data were collected only in Jakarta. Furthermore, a convenience sampling technique was applied. Thus, the findings of this research may not be generalized to other contexts. Therefore, future studies involving larger respo...
PurposeThis research seeks to develop a model to predict repurchase intention based on the modifi... more PurposeThis research seeks to develop a model to predict repurchase intention based on the modified theory of planned behavior (TPB).Design/methodology/approachThis research is quantitative study involving 150 respondents from five major cities in Indonesia. Data were collected using a questionnaire. Data analysis used confirmatory factor analysis–structural equation modeling (CFA–SEM).FindingsThe research instrument and the proposed model were fit. However, health belief was not proven to have a significant impact on attitude. The perceived behavioral control (PBC) also did not significantly affect repurchase intention.Research limitations/implicationsFuture research that utilizes TPB should incorporate emotional belief as part of the attitude variable.Practical implicationsIn the designing and marketing process, managers of herbal teas companies should consider the health benefits of their products and the feeling of joy it might incite.Originality/valueThe TPB was initially const...
2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), 2018
This paper aims to propose and test an extended P-Transqual public transport (PT) passengers’ per... more This paper aims to propose and test an extended P-Transqual public transport (PT) passengers’ perceived service quality (PSQ) model. Furthermore, this paper also investigated the contribution of each dimension of the model on overall PSQ. The research used a quantitative approach. A survey was conducted to collect data. The respondents are 177 PT passengers, which are not only paratransit passengers but also minibus passengers, bus passengers, commuter rail passengers, bus rapid transit passengers, mini-taxi with three wheels passengers, and taxi passengers. CFA, SEM, and Cronbach Alpha analysis were employed. The research results show that our proposed model has good goodness of fit, validity, and reliability. Furthermore, it is also found that personnel, tangible, and comfort significantly influence PT passengers’ overall perceived service quality. Personnel dimension has the largest effect on PT passengers’ overall PSQ. However, reliability does not affect PT passengers’ overall PSQ significantly.
This research aims to investigate the dimensions of Industrial Engineering students’ perceived se... more This research aims to investigate the dimensions of Industrial Engineering students’ perceived service quality at Indonesia public higher education institution context. The research used a quantitative approach. The data was carried out through survey to 89 industrial engineering higher education students. The data analysis was using factor analysis and reliability test with cronbach alpha approach. The research result shows that the industrial engineering students’ perceived service quality is consist of five dimensions which are academic content and knowledge center, supporting facilities, lecture responsibilities, social activities, and class program and
Abstract— This research aims to investigate whether there is significant difference in students... more Abstract— This research aims to investigate whether there is significant difference in students' perceived service quality between IS O 9001 and non-IS O 9001 certified senior high school. This research becomes important because there is no researcher that investigated the matter at Indonesia senior high school context. The research used a quantitative approach. The data was carried out through survey to 100 senior high school students that coming from an IS O 9001 and non-IS O 9001 certified senior high school. This research result shows that there is significant difference in students' perceived quality between IS O 9001 and non-IS O 9001 certified senior high school.
It is important to carry out public health education about fruits and vegetables consumption to i... more It is important to carry out public health education about fruits and vegetables consumption to improve healthy behaviour. This study aims to analyse the effect of perceived severity, perceived susceptibility, subjective norm, attitude, perceived behavioural control (PBC), and the intention to consume fruits and vegetables to the actual consumption of fruits and vegetables. The study used a quantitative research methodology with a survey research design. The survey was conducted in Jakarta, Indonesia. The number of samples of this study was 120 respondents. The researchers utilised some statistical analyses in this study, namely item-to-total correlation, Cronbach á analysis and Structural Equation Modelling (SEM) with Partial Least Square (PLS). This study found that the actual consumption of fruits and vegetables is influenced by perceived severity, perceived severity, attitude, PBC, and the intention to consume fruits and vegetables.
PurposeThis research aims to test the effects of attitude, perceived behavioral control (PBC), su... more PurposeThis research aims to test the effects of attitude, perceived behavioral control (PBC), subjective norm and perceived quality of official coronavirus disease 2019 (COVID-19) websites on intention to use official COVID-19 websites.Design/methodology/approachThis study collected data using an online questionnaire. It involved 120 Indonesians who used official COVID-19 websites. The data were analyzed using the multiple regression analysis.FindingsThis research found that intention to use official COVID-19 websites is significantly and positively affected by the quality of the website, attitude and subjective norm. PBC does not influence intention to use official COVID-19 websites.Research limitations/implicationsThis research was only conducted in the context of Indonesians. Furthermore, a convenience sampling technique was applied. Future research should be done in a different context with larger samples to test the generalization of this research's findings.Practical impl...
PurposeThis research seeks to simultaneously test the effect of attitude towards the behavior of ... more PurposeThis research seeks to simultaneously test the effect of attitude towards the behavior of following the “Stay at Home” policy, subjective norm, perceived behavioral control, perceived susceptibility and perceived severity on people's intention to follow the “Stay at Home” policy during COVID-19 pandemic.Design/methodology/approachThe data were collected through an online survey with 148 respondents in the Greater Area of Jakarta, Indonesia. The data were then analyzed using multiple regressions.FindingsThe findings show that attitude towards the behavior, subjective norm and perceived behavioral control positively and significantly affect intention to follow “Stay at Home” during the COVID-19 pandemic. However, perceived susceptibility and perceived severity of COVID-19 do not significantly influence the intention to follow “Stay at Home” during the COVID-19 pandemic.Research limitations/implicationsThis research was limited to the Greater Area of Jakarta, Indonesia. Furt...
Abstract Research on public transport passengers’ perception and behavior has been performed exte... more Abstract Research on public transport passengers’ perception and behavior has been performed extensively by many researchers. However, there is a lack of research on public transport passengers’ WOM. In order to fulfill the gaps in the literature, this research aims to develop and test a WOM model for public transport passengers in Indonesia. Our research model integrates the theory of planned behavior, the customer satisfaction theory, and the personal norm theory. This study used a quantitative research methodology. A survey was used to collect data. The survey was conducted in three cities – Bogor, Bekasi, Depok- in West Java, Indonesia. 844 respondents are involved in the survey. The research results showed that our proposed model has good goodness of fit. More specifically, our research results revealed that WOM is influenced directly and significantly by attitude, subjective norm, moral norm, and environmental norm. Furthermore, WOM is also influenced by perceived quality indirectly through attitude. In the other hand, this research also revealed that satisfaction, perceived behavioral control, and perceived service quality don’t affect WOM directly and significantly.
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