Lerbin Aritonang - Academia.edu (original) (raw)
Papers by Lerbin Aritonang
loyalty, satisfaction, trust, social identifi cation
Jurnal Ekonomi, 2017
In 1995, Hunt and Morgan ( 1995) proposed new theory of competition, namely the resource advantag... more In 1995, Hunt and Morgan ( 1995) proposed new theory of competition, namely the resource advantage theory of competition. The theory were explicated·and contrasted with the neoclassical theory of perfect competition. They argued that the new theory of competition explains key macro and micro phenomena better Than neoclassical competition theory. This article describes the new theory and responses of scientific community.
In marketing perspective, a student loyalty is a key obiective for many higher education institut... more In marketing perspective, a student loyalty is a key obiective for many higher education institutions since a loyal student population is a source of competitive advantage. The specific purpose of this research is to develop an empirical model linking student loyalty to student image, student trust and student social identification to the institution. Data was collected from 242 undergraduate management and accounting students of Faculty of Economics, Tarumanahgara University, Jakarta. Empirical investigation was carried out to validate the frame work through measurement reliability and validity · and testing the significance of relationship structure using regression analysis. The results suggest that image, trust and social identification are positive and significant predictors of loyalty. Based on the results, managerial implications and future researches are suggested.
The aim of this article Is to address the importance of measuring service quality in the Indonesi... more The aim of this article Is to address the importance of measuring service quality in the Indonesian banking industry. A questionnaire was developed to identify underlying dimensions of bank quality of the importance of each of these dimensions. Service quality IS presented as a mum-dimensional construct which is measured by SERVQUAL along the five key dimensions: reliability, assurance, tangibles, empathy, and responsiveness. Three large banks were selected, and service quality questionnaires were sent to 250 bank customers. Using 22 items on expectations and perceived performance, it is found that 21 items as individual indicators of one latent variable for the confirmatory factor analysis (CFA) test of SERVQUAL models might result in reliable and valid instrument. Results for this study verify the SERVQUAL dimensions are applicable to the Indonesian Banking industry.
The present study aims to test reliability and validity of Richins and Dawson' Material Value... more The present study aims to test reliability and validity of Richins and Dawson' Material Values Scale in Indonesia. The respondents are 262 adults in Jakarta, Indonesia. The present study uses 5 alternative instruments, i.e. 18-. 15-. 12-. 9-. and 6-items. Second-order of materialism variable is rested. Results of the study show thar 6-items is the best alternative.
International Journal of Management Practice, 2022
The recent development in marketing strategy is changing from satisfaction to loyalty of consumer... more The recent development in marketing strategy is changing from satisfaction to loyalty of consumers orientation because satisfying customer is not enough to reveal profit in the long term. Another consequence of th loyal consumers is heir social identity that will promote corporate's product. So, it is important to define satisfaction, loyalty and socal identity and to identify their relationships.
Researches in customer loyalty have been done tor many times but there is no one definition that ... more Researches in customer loyalty have been done tor many times but there is no one definition that is accepted by most of researchers. This paper is intended to describe and explain definitions, measurements and determinants of customer loyalty. At the end of the paper is also discussed issues of conducting customer loyalty research in Indonesian banking sector.
The study aimed to examine the attributes and factors that become criteria about which banking in... more The study aimed to examine the attributes and factors that become criteria about which banking institution to be chosen by college students. Banks could identify the criteria considered in selecting potential customers of financial services through the students. By understanding the factors that customers consider in selecting banking institution, a bank can make a decision for their marketing strategy formulation. The analysis used 213 respondents and the data process was performed by using PASW Statistics version 18.00. The result showed that there were four factors to be chosen by college students: secure provision, performance, electronic service comfort, and people influence.
Several decades ago, the scientific status of knowledge is based on logical positivism. In the ne... more Several decades ago, the scientific status of knowledge is based on logical positivism. In the next periods, logical positivism begin to be questioned by philosophers. They propose new paradigms of knowledge in philosophy of science. These new paradigms encouraged scholars to develop their knowledge. This article describes the implications of the new paradigms in science of marketing.
Mengukur tingkat kepuasan pelanggan terhadap seluruh aspek bisnis dengan penganalisisan SPSS Seir... more Mengukur tingkat kepuasan pelanggan terhadap seluruh aspek bisnis dengan penganalisisan SPSS Seiring semakin tingginya persaingan antar perusahaan, khususnya perusahaan jasa dan fakta bahwa kepuasaan pelanggan terhadap kualitas pelayanan jasa dan mutu produk jasa akan sangat mempengaruhi kelangsungan hidup suatu organisasi jasa dalam jangka panjang. Oleh karena itu, penelitian ini dimaksudkan agar perusahaan jasa khususnya perusahaan swasta mengetahui tingkat kepuasan pelanggan dengan cara membandingkan antara harapan dan persepsi pelanggan tentang kualitas pelayanan dan mutu produk yang diterima oleh pelanggan sehingga diharapkan perusahaan jasa dapat merumuskan strategi yang tepat untuk meningkatkan kualitas pelayanan agar dapat menghasilkan mutu produk bermutu yang merupakan sumber daya manusia yang andal dalam era globalisasi yang penuh dengan persaingan yang semakin ketat dalam berbagai bidang. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif antara kualitas pe...
This research is to develop higher education service quality instrument. This instrument consist ... more This research is to develop higher education service quality instrument. This instrument consist of 118 items developed based on 10 dimensions of service quality SERVQUAL of Parasuraman, Zeithaml and Berry. They are reliability, awareness, competency, access, courtesy, communication, credibility, safety, knowledge and physical evidence. The instrument is given to 539 college students from major private universities in Jakarta. All dimensions have good validity and reliability but convergent validity of the service quality (second-level) is not confirmed.
To success in banking marketing, a marketing manager should have to segment the potential market.... more To success in banking marketing, a marketing manager should have to segment the potential market. The segmentation can be done by gender. This paper explores empirical studies of gender segmentation in banking market and its managerial implications.
This study develops a framework for understanding the behaviors and pratices of service providers... more This study develops a framework for understanding the behaviors and pratices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into social identity. The proposed framework uses a multidimensional conceptualization for the trustworthiness construct. This study tests the proposed model using data from students (N = 301) of a university. The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the trust is appeared to be a very significant predictor for social identity. Overall, the proposed framework successfully models trust and social identity mechanisms in the study.
This paper develops a framework for understanding the behaviors and practices of service provider... more This paper develops a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges. The proposed framework uses a multidimensional conceptualization for the trustworthiness construct, incorporates two distinct facets of consumer trust, namely, frontline employees and management policies and practices, and specifies value as a key mediator of the trust-loyalty relationship. The proposed model is tested using data from service contexts - university (N = 327). The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the paper finds evidence of relationships between social identificatin and consumer loyalty.
Rumah Sakit sebagai institusi pelayanan kesehatan, memiliki tanggung jawab dalam memberikan layan... more Rumah Sakit sebagai institusi pelayanan kesehatan, memiliki tanggung jawab dalam memberikan layanan kesehatan yang bersifat perorangan secara paripurna, seperti layanan rawat inap. Keberadaan dan keberlangsungan usaha suatu rumah sakit sangat ditentukan oleh tingkat kepuasan pasien terhadap layanan yang diberikan oleh pihak rumah sakit. Layanan suatu rumah sakit dianggap baik, tidak hanya dinilai dari kelengkapan fasilitas yang disediakan, melainkan juga tergantung dari sikap dari sumber daya manusia yang terlibat dalam layanan kesehatan tersebut. Kegiatan pengabdian masyarakat ini bertujuan untuk mengukur tingkat kepuasan pasien rawat-inap Rumah Sakit Umum Daerah Tarakan Jakarta berdasarkan penilaian instrumen kepuasan yang didistribusikan berupa lembar kuesioner kepada 218 pasien rawat-inap dari seluruh ruangan. Komponen yang dinilai dalam instrumen kepuasan ini meliputi 5 dimensi yang terdiri dari Tangibles, Reliability, Responsiveness, Assurance dan Empathy. Hasil evaluasi instr...
Developing and maintaining relationship with ex1sting customers is more important than acquiring ... more Developing and maintaining relationship with ex1sting customers is more important than acquiring new customers. In a state that has begun to matured market, intensifying competition has led companies to explore ways to maintain the existing customers, which eventually can increase the profitability of the company. Similarly, as the mobile phone industry developed rapidly during the last five years with a very tight competition, conducting an empirical research to testing the predictive power of' perceived service quality. company image. and perceived value to measure customer's loyalty is very important. The result or the analysis shows that all of the four predictors namely: service quality, company image, customers trust. and perceived value on customer's loyalty has a positive effect. However among the four predictors. the significant predictor is only the image of the company. This research is important for cellular phone marketing practitioners in developing product...
This research intended to test the hypothesis that trust is the moderator variable between satisf... more This research intended to test the hypothesis that trust is the moderator variable between satisfaction and loyalty. The sample consisted of 165 students at SI Study Program. majoring in Management, at the Fakultas Ekonomi Universitas Tarumanagara Jakarta. The path analysis revealed that the research hypothesis is rejected Further researches are suggested based on this research findings.
This is a replicative research of some previous ones. The purpose of this research is to examine ... more This is a replicative research of some previous ones. The purpose of this research is to examine if Intellectual Quotient, Emotional Intelligence, Spiritual Intelligence, and Physical Intelligence can predict Academic Performance of Accounting Student. The population is all accounting student in final level of Economic Faculty, University of Tarumanagara in 2011-2012 academic year. Sample is randomly chosen from the population. The hypothesis test is using correlation and linear regression model. The test indicates that Intellectual Quotient, Emotional Intelligence, Spiritual Intelligence, and Physical Intelligence are positively correlated to Academic Performance of Accounting Student, but only Intellectual Quotient can significantly predict the academic performance of accounting student, while the other independent variables: Emotional Intelligence, Spiritual Intelligence, and Physical Intelligence failed to predict Academic Performance of Accounting Student (the partial correlati...
loyalty, satisfaction, trust, social identifi cation
Jurnal Ekonomi, 2017
In 1995, Hunt and Morgan ( 1995) proposed new theory of competition, namely the resource advantag... more In 1995, Hunt and Morgan ( 1995) proposed new theory of competition, namely the resource advantage theory of competition. The theory were explicated·and contrasted with the neoclassical theory of perfect competition. They argued that the new theory of competition explains key macro and micro phenomena better Than neoclassical competition theory. This article describes the new theory and responses of scientific community.
In marketing perspective, a student loyalty is a key obiective for many higher education institut... more In marketing perspective, a student loyalty is a key obiective for many higher education institutions since a loyal student population is a source of competitive advantage. The specific purpose of this research is to develop an empirical model linking student loyalty to student image, student trust and student social identification to the institution. Data was collected from 242 undergraduate management and accounting students of Faculty of Economics, Tarumanahgara University, Jakarta. Empirical investigation was carried out to validate the frame work through measurement reliability and validity · and testing the significance of relationship structure using regression analysis. The results suggest that image, trust and social identification are positive and significant predictors of loyalty. Based on the results, managerial implications and future researches are suggested.
The aim of this article Is to address the importance of measuring service quality in the Indonesi... more The aim of this article Is to address the importance of measuring service quality in the Indonesian banking industry. A questionnaire was developed to identify underlying dimensions of bank quality of the importance of each of these dimensions. Service quality IS presented as a mum-dimensional construct which is measured by SERVQUAL along the five key dimensions: reliability, assurance, tangibles, empathy, and responsiveness. Three large banks were selected, and service quality questionnaires were sent to 250 bank customers. Using 22 items on expectations and perceived performance, it is found that 21 items as individual indicators of one latent variable for the confirmatory factor analysis (CFA) test of SERVQUAL models might result in reliable and valid instrument. Results for this study verify the SERVQUAL dimensions are applicable to the Indonesian Banking industry.
The present study aims to test reliability and validity of Richins and Dawson' Material Value... more The present study aims to test reliability and validity of Richins and Dawson' Material Values Scale in Indonesia. The respondents are 262 adults in Jakarta, Indonesia. The present study uses 5 alternative instruments, i.e. 18-. 15-. 12-. 9-. and 6-items. Second-order of materialism variable is rested. Results of the study show thar 6-items is the best alternative.
International Journal of Management Practice, 2022
The recent development in marketing strategy is changing from satisfaction to loyalty of consumer... more The recent development in marketing strategy is changing from satisfaction to loyalty of consumers orientation because satisfying customer is not enough to reveal profit in the long term. Another consequence of th loyal consumers is heir social identity that will promote corporate's product. So, it is important to define satisfaction, loyalty and socal identity and to identify their relationships.
Researches in customer loyalty have been done tor many times but there is no one definition that ... more Researches in customer loyalty have been done tor many times but there is no one definition that is accepted by most of researchers. This paper is intended to describe and explain definitions, measurements and determinants of customer loyalty. At the end of the paper is also discussed issues of conducting customer loyalty research in Indonesian banking sector.
The study aimed to examine the attributes and factors that become criteria about which banking in... more The study aimed to examine the attributes and factors that become criteria about which banking institution to be chosen by college students. Banks could identify the criteria considered in selecting potential customers of financial services through the students. By understanding the factors that customers consider in selecting banking institution, a bank can make a decision for their marketing strategy formulation. The analysis used 213 respondents and the data process was performed by using PASW Statistics version 18.00. The result showed that there were four factors to be chosen by college students: secure provision, performance, electronic service comfort, and people influence.
Several decades ago, the scientific status of knowledge is based on logical positivism. In the ne... more Several decades ago, the scientific status of knowledge is based on logical positivism. In the next periods, logical positivism begin to be questioned by philosophers. They propose new paradigms of knowledge in philosophy of science. These new paradigms encouraged scholars to develop their knowledge. This article describes the implications of the new paradigms in science of marketing.
Mengukur tingkat kepuasan pelanggan terhadap seluruh aspek bisnis dengan penganalisisan SPSS Seir... more Mengukur tingkat kepuasan pelanggan terhadap seluruh aspek bisnis dengan penganalisisan SPSS Seiring semakin tingginya persaingan antar perusahaan, khususnya perusahaan jasa dan fakta bahwa kepuasaan pelanggan terhadap kualitas pelayanan jasa dan mutu produk jasa akan sangat mempengaruhi kelangsungan hidup suatu organisasi jasa dalam jangka panjang. Oleh karena itu, penelitian ini dimaksudkan agar perusahaan jasa khususnya perusahaan swasta mengetahui tingkat kepuasan pelanggan dengan cara membandingkan antara harapan dan persepsi pelanggan tentang kualitas pelayanan dan mutu produk yang diterima oleh pelanggan sehingga diharapkan perusahaan jasa dapat merumuskan strategi yang tepat untuk meningkatkan kualitas pelayanan agar dapat menghasilkan mutu produk bermutu yang merupakan sumber daya manusia yang andal dalam era globalisasi yang penuh dengan persaingan yang semakin ketat dalam berbagai bidang. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif antara kualitas pe...
This research is to develop higher education service quality instrument. This instrument consist ... more This research is to develop higher education service quality instrument. This instrument consist of 118 items developed based on 10 dimensions of service quality SERVQUAL of Parasuraman, Zeithaml and Berry. They are reliability, awareness, competency, access, courtesy, communication, credibility, safety, knowledge and physical evidence. The instrument is given to 539 college students from major private universities in Jakarta. All dimensions have good validity and reliability but convergent validity of the service quality (second-level) is not confirmed.
To success in banking marketing, a marketing manager should have to segment the potential market.... more To success in banking marketing, a marketing manager should have to segment the potential market. The segmentation can be done by gender. This paper explores empirical studies of gender segmentation in banking market and its managerial implications.
This study develops a framework for understanding the behaviors and pratices of service providers... more This study develops a framework for understanding the behaviors and pratices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into social identity. The proposed framework uses a multidimensional conceptualization for the trustworthiness construct. This study tests the proposed model using data from students (N = 301) of a university. The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the trust is appeared to be a very significant predictor for social identity. Overall, the proposed framework successfully models trust and social identity mechanisms in the study.
This paper develops a framework for understanding the behaviors and practices of service provider... more This paper develops a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges. The proposed framework uses a multidimensional conceptualization for the trustworthiness construct, incorporates two distinct facets of consumer trust, namely, frontline employees and management policies and practices, and specifies value as a key mediator of the trust-loyalty relationship. The proposed model is tested using data from service contexts - university (N = 327). The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the paper finds evidence of relationships between social identificatin and consumer loyalty.
Rumah Sakit sebagai institusi pelayanan kesehatan, memiliki tanggung jawab dalam memberikan layan... more Rumah Sakit sebagai institusi pelayanan kesehatan, memiliki tanggung jawab dalam memberikan layanan kesehatan yang bersifat perorangan secara paripurna, seperti layanan rawat inap. Keberadaan dan keberlangsungan usaha suatu rumah sakit sangat ditentukan oleh tingkat kepuasan pasien terhadap layanan yang diberikan oleh pihak rumah sakit. Layanan suatu rumah sakit dianggap baik, tidak hanya dinilai dari kelengkapan fasilitas yang disediakan, melainkan juga tergantung dari sikap dari sumber daya manusia yang terlibat dalam layanan kesehatan tersebut. Kegiatan pengabdian masyarakat ini bertujuan untuk mengukur tingkat kepuasan pasien rawat-inap Rumah Sakit Umum Daerah Tarakan Jakarta berdasarkan penilaian instrumen kepuasan yang didistribusikan berupa lembar kuesioner kepada 218 pasien rawat-inap dari seluruh ruangan. Komponen yang dinilai dalam instrumen kepuasan ini meliputi 5 dimensi yang terdiri dari Tangibles, Reliability, Responsiveness, Assurance dan Empathy. Hasil evaluasi instr...
Developing and maintaining relationship with ex1sting customers is more important than acquiring ... more Developing and maintaining relationship with ex1sting customers is more important than acquiring new customers. In a state that has begun to matured market, intensifying competition has led companies to explore ways to maintain the existing customers, which eventually can increase the profitability of the company. Similarly, as the mobile phone industry developed rapidly during the last five years with a very tight competition, conducting an empirical research to testing the predictive power of' perceived service quality. company image. and perceived value to measure customer's loyalty is very important. The result or the analysis shows that all of the four predictors namely: service quality, company image, customers trust. and perceived value on customer's loyalty has a positive effect. However among the four predictors. the significant predictor is only the image of the company. This research is important for cellular phone marketing practitioners in developing product...
This research intended to test the hypothesis that trust is the moderator variable between satisf... more This research intended to test the hypothesis that trust is the moderator variable between satisfaction and loyalty. The sample consisted of 165 students at SI Study Program. majoring in Management, at the Fakultas Ekonomi Universitas Tarumanagara Jakarta. The path analysis revealed that the research hypothesis is rejected Further researches are suggested based on this research findings.
This is a replicative research of some previous ones. The purpose of this research is to examine ... more This is a replicative research of some previous ones. The purpose of this research is to examine if Intellectual Quotient, Emotional Intelligence, Spiritual Intelligence, and Physical Intelligence can predict Academic Performance of Accounting Student. The population is all accounting student in final level of Economic Faculty, University of Tarumanagara in 2011-2012 academic year. Sample is randomly chosen from the population. The hypothesis test is using correlation and linear regression model. The test indicates that Intellectual Quotient, Emotional Intelligence, Spiritual Intelligence, and Physical Intelligence are positively correlated to Academic Performance of Accounting Student, but only Intellectual Quotient can significantly predict the academic performance of accounting student, while the other independent variables: Emotional Intelligence, Spiritual Intelligence, and Physical Intelligence failed to predict Academic Performance of Accounting Student (the partial correlati...