Aspekaspek Kepercayaan Diri. a. Yakin akan kemampuan diri sendiri, yaitu sikap positif seseorang tentang dirinya bahwa ia mengerti sungguh-sungguh akan apa yang dilakukan. b. Optimisme, yaitu sikap positif seseorang yang selalu berpandangan baik dalam menghadapi segala hal tentang diri, harapan dan kemampuan. d.
ArticlePDF Available Abstractp>The service industry has a substantial contribution compared to agriculture and industry with state revenues. Nevertheless, Indonesia is still the smallest compared to other large populated countries. It also proves that Indonesia has not maximized in exploiting the ability of purchasing power and economic growth achieved. The focus of this paper is to investigate the commitment commitment as central to the development of mercantile marketing. The factors that influence commitment to generate strong relationships are by maintaining a relationship to the level of customer commitment with the company. In particular, examine the factors that influence trust and satisfaction of the customer commitment. Therefore the proposed proposition is the factors that influence economic content, resource content, social content, emotional content trust belief, satisfaction satisfaction and customer commitment relationship in the service industry. dengan nilai VIF 1,123 dengan nilai VIF 1,455 dengan nilai VIF 1,563 0,10 dan semua nilai VIF < yang artinya tidak terjadi multikolinearitas antara variabel independen terhadap variabel dependen model regresi penelitian sudah baik. ...William Paskah HasudunganHarti Budi YantiPenelitian ini bertujuan untuk mengetahui faktor - faktor yang mempengaruhi kepuasan nasabah di era digital pada mahasiswa Fakultas Pendidikan Ekonomi dan Bisnis Universitas Trisakti. Penelitian ini menggunakan metode kuantitatif, dan desain yang digunakan adalah cross sectional survey design. Terdapat dua jenis data yang digunakan yaitu, data primer yang diperoleh langsung dari data penyebaran angket kuesioner dengan Google Form sebagai medianya dan data sekunder yang diperoleh dari hasil penelitian terdahulu. Dengan total sebanyak 104 sampel, hasil penelitian ini menunjukkan bahwa terdapat tiga faktor yang berpengaruh signifikan terhadap kepuasan nasabah bank di era digital pada mahasiswa Fakultas Ekonomi dan Bisnis Universitas Trisakti yaitu; faktor kualitas fungsional ; Merek atau Kepecayaan ; dan Employee Customer Management.... A website is a compilation of information in the shape of text, script, still or motion images, animation, sound, and a combination of all of them, static or dynamic, which forms a series of interrelated systems, each of which is linked to a page link [1]. In comparison, satisfaction is a person's emotions causing by comparing the perceived product performance or results concerning his expectations [2]. The website must be fun to look at, and the website's use and satisfaction refer to meeting consumers' needs and expectations on the website. ... Jochen WirtzChristopher LovelockCreating and marketing value in today’s increasingly service and knowledge-intensive economy requires an understanding of the powerful design and packaging of intangible’ benefits and products, high-quality service operations and customer information management processes, motivated and competent front-line employees, a loyal and profitable customer base, and the development and implementation of a coherent service strategy to transform these assets into improved business management of customer switching costs has been hampered by the lack of a comprehensive typology for conceptualizing, categorizing, and measuring consumers' perceptions of these costs. This research develops a switching cost typology that identifies three types of switching costs 1 procedural switching costs, primarily involving the loss of time and effort; 2 financial switching costs, involving the loss of financially quantifiable resources; and 3 relational switching costs, involving psychological or emotional discomfort due to the loss of identity and the breaking of bonds. The research then examines the antecedents and consequences of switching costs. The results suggest that consumers' perceptions of product complexity and provider heterogeneity, their breadth of product use, and their alternative provider and switching experience drive the switching costs they perceive. Furthermore, all three switching cost types significantly influence consumers' intentions to stay with their current service provider, explaining more variance than does research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit types confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management implications for relational strategies and future research implications of the findings are discussed. Ellen GarbarinoMark S. JohnsonSeveral theories of relationship marketing propose that customers vary in their relationships with a firm on a continuum from transactional to highly relational bonds. Few empirical studies have segmented the customer base of an organization into low and high relational groups to assess how evaluations vary for these groups. Using structural equation analysis, the authors analyze the relationships of satisfaction, trust, and commitment to component satisfaction attitudes and future intentions for the customers of a New York off-Broadway repertory theater company. For the low relational customers individual ticket buyers and occasional subscribers, overall satisfaction is the primary mediating construct between the component attitudes and future intentions. For the high relational customers consistent subscribers, trust and commitment, rather than satisfaction, are the mediators between component attitudes and future The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of customer service bad/good on variables that are known to drive revenue, customer satisfaction, perceived relative attractiveness, and commitment. Design/methodology/approach Data were collected through a survey among bank customers. Two groups were sampled customers who have experienced good or bad customer service. The hypotheses were tested by applying structural equation modeling and running two group analysis using the PLS and LISREL softwares. Findings Customers that experience bad customer service do take into account the same variables in their evaluation as do customers that experience good customer service. They do however, put different weights on every factor in the evaluation process. Also the strength of the relationships between the variables seems to differ. Typically, analyses showed that customers experiencing bad customer service tend to consider more thoroughly all aspects of the service; the relationships between the variables were stronger and the explained variance of each construct higher, than in the group of customers experiencing good customer service. However, the paths are not different across the groups. Research limitations/implications The paper has only tested the model and hypotheses in one industry. Future research should test the same model using different industries reflecting different customer involvement levels. Practical implications From this study, service managers can learn that investing in customer service in ongoing customer relations is “the right thing to do” as it is linked to customer equity through customers' commitment to the firm. Second, as customer service in such relationships drives perceived relative attractiveness, saving the bottom line by cutting back on the human side of the customer interaction, may harm the firm's competitive position in the marketplace. Originality/value The impact of customer service on key performance variables in ongoing relations has to the knowledge never been studied relationships in services have been insufficiently studied compared to service interactions. In this paper, findings from research on relationships within industrial marketing are applied to consumer services. To manage customer relationships, new concepts are needed in addition to those used in static service quality models. A conceptual framework is presented where perceived service quality and customer satisfaction are related to relationship characteristics. It is suggested that the nature of the relationship is determined by the commitment of both the customer and the service provider to the relationship and by the bonds that exist between businesses increasingly stress the importance of cooperation and collaboration with suppliers and customers, relationship marketing is emerging as the "core" of all marketing activity. In recent years, there has been an explosive growth in business and academic interest in relationship marketing, yet no comprehensive book has been available to present key concepts, theories, and applications. The editors have assembled an authoritative and global cast of chapter contributors and crafted a volume that will become the seminal, founding work in this growing field. Their approach is eclectic, including a broad coverage of topics, diverse theoretical and conceptual paradigms, and global viewpoints. The Handbook of Relationship Marketing covers the entire scope of relationship marketing, including * The domain, evolution, and growth of relationship marketing * The conceptual and theoretical foundations of relationship marketing * Partnership issues that firms must face to enable relationship marketing * New ways of teaching and learning relationship marketing TheronThe turbulent global economic environment has resulted in renewed interest in customer retention, with relationship marketers continuously searching for innovative approaches to enhance retention. A great deal of the marketing literature focuses on especially trust, commitment and satisfaction when managing relationships. The study being reported here challenge the relevance of these three dimensions to the B2B financial services industry. A random sample of 400 clients of a leading South African B2B financial services provider was drawn, and Structural Equation Modelling SEM was used for data analysis. The findings of the study provided new insights that contradict earlier findings reported in the literature. B2B clients appear to apply a heuristic approach by combining trust, commitment and satisfaction into a single LinJames WengYi-Ching HsiehSeveral relationship marketing theories have suggested that businesses could build long-term customer relationships. The purpose of this study is to develop relational bonding strategies for a financial service business and examine the relationship between the various relational bonds and customer trust and commitment under the moderating effects of corporate website usage. The findings of this study are threefold. First, the relational bonds that foster customer trust and commitment can be categorised empirically into three types economic, social and structural bonds. Second, all of these bonds are significantly positively correlated with the customers' trust and commitment. Finally, customer use of a corporate website significantly moderates the relationship between the relational bonds and customer relational performance.
faktor- faktor komunikasi yang mempengaruhi tingkat kepercayaan terhadap tenaga teknis kefarmasian Jurnal Ilmiah Medicamento • Vol.5 No.2 •2019 ISSN-e: 2356-4818 63
MenurutSantrock (2003), terdapat faktor yang mempengaruhi kepercayaan diri yaitu, meliputi penampilan fisik, konsep diri, hubungan dengan orang tua, dan hubungan teman sebaya. Penampilan fisik yang sangat berpengaruh pada kepercayaan diri karena didasarkan pada individu tersebut yang melihat keadaan kondisi fisik mengenai bentuk tubuh, ukuran
sistemyang disebut organisasi 5. Komunikasi massa Merupakan bentuk komunikasi yang menggunakan saluran (media) mempengaruhi proses komunikasi yang efektif. Pesan yang disampaikan oleh komunikator dapat mengalami rintangan yang dipicu oleh faktor lingkungan yaitu latar belakang fisik atau situasi dimana komunikasi terjadi. Hambatan
Pesanberjalan mengambil tempat dengan umpan balik konstan yang diberikan oleh partisipan komunikasi. Umpan balik yang diberikan oleh salah satu pihak adalah pesan bagi pihak lainnya. 6. Model Komunikasi Osgood dan Schramm. Model proses komunikasi yang digambarkan oleh Osgood dan Schramm ini berlaku untuk bentuk-bentuk komunikasi antarpribadi.
2 Faktor-faktor Yang Mempengaruhi Terbentuknya Kepercayaan. pada umumnya, khususnya perkembangan kepribadian. Menurut Hurlock (1990: 32) ada tiga faktor yang menentukan kepribadian yaitu faktor bawaan, pengalaman awal dalam keluarga dan pengalaman-pengalaman selanjutnya. Ketiga faktor ini menentukan pola perkembangan konsep diri anak.
2.Stratifikasi sosial pada masyarakat Industri Pembentukan pelapisan sosialnya dipengaruhi oleh faktor : pemilikan modal, potensi yang dapat meraih kemajuan,kualitas pribadi dan prestasi Dalam masyarakat industri, terdapat lapisan sosial berdasarkan : *Tingkat pendapatan ekonomi *Tingkat pendidikan *Tingkat prestise/kehormatan sosial yang
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proses komunikasi sangat dipengaruhi oleh faktor kepercayaan yang disebut
