Soni Harsono

Universitas Hayam Wuruk Perbanas Surabaya · Management

Purpose – This study aims to explore the effect of service-oriented organizational citizenship behavior (SOCB) on service quality and to compare SOCB, service quality, and customer citizenship behavior (CCB) between two banks. Design/Methodology/Approach – The research method is an associative and comparative approach involving 271 bank customers a...

Pada era Globalisasi persaingan bisnis antar Bank semakin ketat. Bank yang ingin terus berkembang dan meningkat harus mampu memberikan produk yang berkualitas. Namun, untuk menjadi Bank yang unggul dalam persaingan bukanlah sebuah hal yang mudah, diperlukan pengelolaan manajemen yang bagus dan berkualitas. Selain itu dibutuhkan pula strategi yang m...

The purpose of this study is to explore perceptions, gaps and relationships between the dimensions of Service-Oriented Organizational Citizenship Behaviors (S-OOCBs) and Service Quality (servqual) in terms of banking employees and customers. This study used a quantitative approach, involving 399 respondents consisting of 74 employees and 325 custom...

Kegiatan pelatihan “Mengembangkan Service Oriented-Citizenship Behaviour (SOCB) danKualitas Layanan (Servqual)” di BPD XXX dilaksanakan sebagai tindak lanjut dari hasilpenelitian PTUPT yang berjudul Pengembangan dan Implementasi Model SOCB dan Serqual padaIndustri Perbankan di Indonesia. Tujuan pelatihan ini untuk meningkatkan sikap kerja karyawant...

This research analyzes and explains the application of conventional taxi marketing strategy of Blue Bird in face of online application based transportation competition in Surabaya Indonesia. This research uses qualitative phenomenological approach. Data were collected from the operational and marketing managers of Blue Bird taxi (1 person), the dri...

Service failure is often inevitable; it affects the levels of satisfaction, trust, and WOM. The purpose of this study is to examine the effect of service recovery, by using distributive, procedural, and interactional justice approaches, on students’ satisfaction, trust, and WOM communication at different categories of private universities in East J...

This study aims to investigate the effect of service quality, service-oriented organizational citizenship behavior (S-OCB) and benefits sought on customer satisfaction and loyalty. A total of 449 banking customers participate in this study. Sampling technique is conducted using convenience sampling method, while the data analysis is done using Part...

Brand Personality and self-congruity are the two things that are very complex for the customers when they try to select a product. This study aims to establish and explain the quantitative model of the relationship between brand personality (BP) and self-congruity (SC) with Madura batik customer loyalty. From the literature search, no studies have...

Sari The purpose of this research was to examine The Effect of Brand Awareness and Price Discount on Purchase Intention as mediated by the image of Seafood Restaurant New Javana in Surabaya. The data were collected by means of questionnaire for getting the response from the respondents on the 76 people. Sampling method is the Accidental Sampling c...

In marketing, it is important to see how competitive a university is. Among public universities (PTN) and private universities (PTS), it shows a very competitive situation recently. To overcome this problem, it requires shaping up the institution image and trust for increasing the positive word of mouth among students. This study aims to determine...

This research aims to find out whether there is a relationship between the prices partially and a Blackberry’s customer satisfaction, the previewed value and a Blackberry’s customer satisfaction, and the quality and a Blackberry’s customer satisfaction in Surabaya. Besides that, it also attempts to reveal whether there is a relationship between pri...

Some factors are deemed to be important for research in relation to customer loyalty. These factors are service quality, emotional satisfaction, relationship quality. The purpose of this study is to analyze the influence of service quality, emotional satisfaction, relationship quality on customer loyalty Kentucky Fried Chicken (KFC) in Surabaya. Th...

The success of Universities to attract the prospective students undoubtedly depends on the college’s Image. When it has good image, the university can be assumed to have attracted any prospective student. Therefore, the most important thing is whether the university image is felt by the students as they expected. How to relate the recommendation pr...