Kumpulan Artikel (dari Journal) Corporate Image: 2009

Jumat, 13 November 2009

PENGARUH CUSTOMER VALUE DAN CORPORATE IMAGE TERHADAP LOYALITAS PENGGUNA JASA PAKETPOS

Publikasi Pada : COMPETITIVE Vol.6 No.2 Des 2010 ISSN: 0216-2539
(Penelitian Dosen Muda Ditjen DIKTI/Kopertis Wilayah IV)

Oleh : Kanaidi, SE., M.Si

ABSTRAK

Penelitian ini bertujuan untuk mengetahui pengaruh customer value dan corporate image terhadap loyalitas pengguna jasa Paketpos di Wilayah Pos Bandung Raya. Penelitian ini dilakukan terhadap 120 pengguna jasa Paketpos di Wilayah Pos Bandung Raya sebagai sampel penelitian. Data primer didapat melalui observasi, wawancara, dan kuesioner yang validitas dan reliabilitasnya telah diuji terlebih dahulu.

Data yang didapat dianalisis secara deskriptif menggunakan metode analisis deskriptif untuk mengetahui tingkat nilai pelanggan jasa, penilaian pengguna jasa tentang corporate image jasa Paketpos, dan tingkat loyalitas pengguna jasa Paketpos (The Loyalty Pyramid Analysis), serta analisis verifikatif dengan menggunakan metode analisis jalur dan uji hipotesis untuk menilai besarnya pengaruh customer value dan corporate image terhadap loyalitas pengguna jasa Paketpos di Wilayah Pos Bandung Raya.

Berdasarkan hasil penelitian didapati bahwa pelayanan jasa Paketpos di Wilayah Pos Bandung raya dinilai menguntungkan bagi pelanggan. Dari sisi corporate image dinilai sudah profesional, sudah menyajikan pelayanan terbaik dan modern. Pengguna jasa kiriman paketpos di Wilayah Pos Bandung raya sudah termasuk dalam kategori pelanggan loyal. Hasil analisis jalur dan uji hipotesis menunjukkan bahwa customer value dan corporate image mempunyai pengaruh signifikan, baik secara simultan maupun secara parsial, terhadap loyalitas pengguna jasa Paketpos di Wilayah Pos Bandung Raya.

Kata kunci : customer value, corporate image, dan loyalitas pelanggan.

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Hasil Penelitian lengkap hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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Rabu, 01 Juli 2009

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Senin, 29 Juni 2009

CORPORATE IMAGE AUDIT

by : Ingrida Šmaižien and Petras Oržekauskas
(2006)

Abstract

Corporate image is a strategic asset that creates competitive advantage and favourable climate for the survival and development of an organisation.
For escaping negative consequences of uncontrolled image and shooting up opportunities of positive image, systematic measuring of corporate image is necessary.The aim of the paper is to propose guidelines for measuring and evaluating corporate image systematically (corporate image audit – a complex system of measuring and evaluating image – is recommended).
The principles, methods, stages and consecution of examining corporate image are proposed and analysed.
Key words: corporate image, image audit, measuring corporate image.

. . . . . . (baca_selengkapnya )

Hasil Penelitian lengkap hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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Corporate citizenship and public relations: The importance andinteractivity of social responsibility issues on corporate websites

by: Paul Capriotti and Angeles Moreno
© 2006

Abstract

Recently, corporate responsibility has become a prominent issue internationally. It has also become a research priority in public relations, having been considered one of the key aspects of that field for decades.
Several studies have shown the importance of the Internet and of corporate websites as public relations tools and the growing relevance of corporate websites for communicating approaches to corporate responsibility.
This paper discusses the importance of corporate responsibility information on those websites, and their levels of interactivity. The authors have designed a specific tool to analyse these aspects of corporate websites.

Keywords: Public relations; Corporate responsibility; Dialogic communication; Internet; Interactivity

. . . . . . (baca_selengkapnya )

Hasil Penelitian lengkap hubungi :
Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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COMMON GROUNDS in THE PERCEPTION of CORPORATE REPUTATION?A Comparison of Three Stakeholder Groups

by : Sabrina Helm
Herdecke UniversityStrategic MarketingAlfred-Herrhausen-Strasse 5058448, Germany

Abstract

In recent publications, corporate reputation has been interpreted as a stakeholder-related construct.
While some authors state that – according to stakeholder group affiliation – a specific set of criteria is relevant to validly evaluate the reputation of a firm, others call for comparability of data and favour standardised measures.
Empirical evidence on stakeholders’ perception of corporate reputation has remained scarce. Therefore, the objective pursued by this paper is to analyse and discuss the process and implications of building a stakeholder-related measure of corporate reputation.

The findings of a study among German customers, employees, and private investors of a consumer goods producer are used for illustration.

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si* (Penulis, Pelaku Bisnis, Trainer dan Dosen Marketing Management)
e-mail : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

*Profil Lengkap, lihat (click) di sini

WHAT DRIVES CUSTOMER LOYALTY WITH COMPLAINT RESOLUTION?

by : Tor Wallin Andreassen (1999)
Tor Wallin Andreassen is an Associate Professor of Marketing at The Norwegian School of Management. He is the founder and director of the Norwegian Service Forum and the Norwegian Customer Satisfaction Barometer. He is currently a Visiting Professor at the Owen School of Management, Vanderbilt University, 401 21st Avenue South, Nashville, TN 37215, USA.

Abstract

Even though customer satisfaction and loyalty has been studied at length, few if any studies have focused on antecedents to customer loyalty for dissatisfied complaining customers. A theoretical model focusing negative affect, satisfaction with complaint resolution, and corporate image as antecedents to customer loyalty is proposed and tested empirically.
First, satisfaction with complaint resolution has a positive impact on customer loyalty. Complaint resolution is thus an important element of the company’s customer retention strategy.
Second, negative affect caused by the initial service failure has a negative impact on satisfaction with complaint resolution and customer loyalty.
From this finding we can imply that the customer starts the resolution process from a deficit. Finally, corporate image has a positive impact on customer loyalty. From this finding we can learn that corporate image plays a role not only in attracting new customers, but also in retaining existing dissatisfied customers.
Key words: Dissatisfaction, complaint resolution, negative affect, corporate image, customer loyalty.

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si* (Penulis, Pelaku Bisnis, Trainer dan Dosen Marketing Management)
e-mail : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

*Profil Lengkap, lihat (click) di sini