Jurnal Internasional Customer Decision An Empirical Study on Sourcing Credit from Banks

(1)

(2)

(3)

Volume VIII, Issue 2(24), Spring 2017

327

/

‘

Quarterly

Volume VIII

Issue 2(24)

Spring 2017

ISSN: 2068-696X

Journal’s DOI: https://doi.org/10.14505/jarle

ASER

S

(4)

Journal of Advanced Research in Law and Economics

328

Contents:

1

Issues of Cooperation Between Russian Federation and European Union Member States in Frames of the 1980 Convention on the Civil Aspects of International Child Abduction

by Aslan Khuseinovich Abashidze, Denis Andreevich Gugunskiy, Kristina OtarovnaKeburia, Aleksandra Evgen’evna Koneva,

and Alexander Mikhailovich Solntsev … 333

2

The Concepts of Commercial (Trade) Law in The Legal Doctrine of Russia and Foreign Countries

by Olga Nikolaevna Amvrosova, Gayane Yuryevna Atayan, Ekaterina Viktorovna

Kasevich, Galina Viktorovna Stankevich, and Polina Nikolaevna Durneva … 342

3

The Social Aspects of Pension System Modernization in Modern Russia

by Sergei V. Babakaev, Olga V. Kaurova, Olga S. Kulyamina, Alexandr N. Maloletko, and Marina V. Vinogradova … 352

4

Strategic and Legal Alternatives in Case of Adverse Organizational Crisis Results. The Bulgarian Case

by Margarita St. Bachvarova, and Tzveta J. Zafirova … 357

5

Novice Voters Politics Culture (The Study About the Orientation of Novice Voters Politics on the Election of the Mayor and Vice Mayor in Kendari in Year 2017)

by Unhalu Bahtiar … 369

6

Assessment of Competitive Advantages of the Pavlodar Region and its Economic Strength

by Marat Asilbekovitsh Bayandin, Aina Serikovna Narynbayeva, Zulfiya Amangeldinovna Arynova, Gulmira Duisenbayevna Bayandina,

and Roza Kenzheevna Alimkhanova, … 380

7

Increase in Economic Efficiency of Irrigated Lands in Kazakhstan

by B. Bekbenbetova, B. Turebekova, Z. Rakhmetulina, I. Sembieva,

and l. Gumilyev … 397

8

Concept and Different Types of Restrictive Business Practices in the Legal Orders of BRICS Countries (the Case of China, India, Russia and South Africa)

by Ksenia Michailovna Belikova, Natalia Vladimirovna Badaeva, Evgenia Evgenevna Frolova, and Mihail Nikolaevich Dudin ... 404

9

Localization of Subjective Assessment Risks in the Public Procurement System Based on Fuzzy Logic

by Kirill Anatolievich Belokrylov, and Lidiya Pavlovna Runova … 411

10

Newly Discovered Circumstances in Administrative Legal Proceedings of Ukraine Olena Bielova, Yevgeniy Romanenko, and RomanKaydashev … 418

11

Improving Competitiveness of the Wheat Production within the Siberian Region (in Terms of the Omsk region)

by Igor Aleksandrovich Bobrenko, Oksana Viktorovna Shumakova, Natalya Viktorovna Goman, Yuriy Ivanovich Novikov, Valentina Ivanovna Popova, and Oleg

Anatolievich Blinov … 426

Spring 2017

Volume VIII, Issue 2(24)

Editor in Chief

Madalina Constantinescu

Association for Sustainable Education Research and Science, Romania, Romania

Co-Editors

Russell Pittman

International Technical Assistance Economic Analysis Group Antitrust Division, USA

Eric Langlais

EconomiX CNRS and Université Paris Ouest-Nanterre, France

Editorial Advisory Board

Huseyin Arasli

Eastern Mediterranean University,

North Cyprus Jean-Paul Gaertner

Ecole de Management de Strasbourg,

France ShankarGargh

Editor in Chief of Advanced in Management, India

Arvi Kuura

Pärnu College, University of Tartu,

Estonia Piotr Misztal

Technical University of Radom, Economic Department, Poland Peter Sturm

Université de Grenoble 1 Joseph Fourier, France

Rajesh K.Pillania

Management Developement Institute,

India

RachelPrice-Kreitz

Ecole de Management de Strasbourg,

France

AndyStefanescu

University of Craiova, Romania LauraUngureanu

Association for Sustainable Education Research and Science, Romania,

Romania

Hans-JürgenWeißbach, University of Applied Sciences - Frankfurt am Main,

(5)

329

ASERS Publishing

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except under the terms of the Romanian Copyright, Designs and Patents Law, without the permission in writing of the Publisher.

Requests to the Publisher should be addressed to the Permissions Department of ASERS Publishing: asers@asers.eu and apg@aserspublishing.eu

http://journals.aserspublishing.eu ISSN 2068-696X

Journal DOI: https://doi.org/10.14505/jarle Journal’s Issue DOI:

https://doi.org/10.14505/jarle.v8.2(24).00

12

Re-Industrialization and Innovative Development of Russia

by Ivan P. Danilov, Ekaterina A. Ilyina, Tatiana I. Ladykova, Nataliia V. Morozova, Yuri G. Nikiforov … 437

13

Self-organization and Self-development as Key Factors in Improving Productivity

by Lyutsiya Mugtabarovna Gaisina, Marina Lvovna Belonozhko, Stepan Mikhailovich Kirichuk, Ekaterina Alexandrovna Sultanova, and Aleksandrina Yurievna Tumanova… 444

14

The Organization as a Social Self-governing System

by Lyutsiya Mugtabarovna Gaisina, Marina Lvovna Belonozhko, Andrey Viktorovich Artyukhov, Ekaterina Alexandrovna Sultanova, and Galiya Rashidovna Dallakian … 454

15

Russian Regions in the System of International Cooperation

by Marat Zufarovich Gibadullin, Aigul Rustamovna Nurieva, Asiya Mirgasimovna Ilyasova, and Farida Fargatovna Gatina … 463

16

Territorial Imperatives of Industrial Production Development

by Natalia Nikolaevna Kiseleva, Anna Aleksandrovna Orlyanskaya, Azamat Borisovich Tlisov, Arsen Azidovich Tatuev, and Nina Rafaelovna Gukasova … 469

17

The Problems of Economical Safety During the Formation of the Creative Cluster for a Region

by Alyona Sergeevna Koksharova, Elena Nikolaevna Vanchikova, Vladimir Alekseevich Ruban, Viktori ya Matveevna Baginova, Iand rina Arkhipovna Sharaldaeva … 477

18

Some Aspects of the Formation and Development of the Jury in Foreign Countries and in Kazakhstan

by Galym Kozhakhmetov, and Manshuk Rakhimgulova … 485

19

Provisions for Effective Development of Regional Agricultural Systems in Russia’s Economy

by Nikolai Ivanovich Kuznetsov, Nadezhda Viktorovna Ukolova, Sergey Vladimirovich Monakhov, and Juliya Anatolyevna Shikhanova … 490

20

Information Flows Balance and Price of Real Estate

by Konstantin L. Lidin, Mark G. Meerovich, Elena A. Bulgakova,

and Svetlana A. Zabelina … 496

21

The Concept of Common Heritage of Mankind in the Advisory Opinion of 1 February 2011 by the International Tribunal for the Law of the Sea

by Siavash Mirzaee, Aslan Khuseinovich Abashidze,

and Alexander Mikhailovich Solntsev … 505

22

Applying Methods of Estimating Indefiniteness Conditions in the Context of Ensuring Economic Safety of Regions

by Anna Viktorovna Orlova, and Julia Vladimirovna Lyshchikova … 511

Spring 2017

(6)

330

ASERS Publishing

Requests to the Publisher should be addressed to the Permissions Department of ASERS Publishing: asers@asers.eu and apg@aserspublishing.eu

23

Influence of Marketing and Advertising on Efficiency of the Pharmaceutical Distribution Services

by Nikolay V. Mordovchenkov, Larisa N. Mitroshkina, Gennady A. Tikhomirov,

and Elena V. Panina … 520

24

Assessment of Risks of Investment and Construction Activities: Russian Practice by N.A. Osadchaya, A.D. Murzin, and E.E. Torgayan … 529

25

Social and Political Processes, Socialization Institutions and Youth Policy Subjects of Modern Russia

by Nadezhda G. Osipova, Sergey O. Elishev, Gennadi B. Pronchev,

and Danila N. Monakhov … 545

26

Transformation of Traditional Competitive Advantages of Companies Within Ensuring the Economic Security

by Tatyana A. Polovova, Irina P. Gladilina, Yuri V. Gusev, Marina Yu. Pogudaeva, and Vladimir V. Kolesnik … 559

27

Modern Russian and Foreign Approaches to Strategic Planning of the Regional Socio-Economic Development

by Vladimir Grigorievich Prudskiy, Grigoriy Alekseevich Demin, Andrei Mihailovich Oshchepkov, and Aleksandr Aleksandrovich Gershanok … 570

28

Improvement of Assessment Mechanism of Agricultural Enterprises Creditworthiness in Conditions of National Specificity

by Natalia Glebovna Sapozhnikova, Yelena Alekseyevna Batishcheva, Tatyana Nikolayevna Steklova, Irina Anatolyevna Demchenko,

and Anastasia Yuryevna Kalnaya … 586

29

Customer Decision: An Empirical Study on Sourcing Credit from Banks

by Noor Sembiring … 591

30

Impact of External Labor Migration on Labor Market Development

by Maryia Igorevna Seredina, Galina Viktorovna Tretjakova, Tatyana Viktorovna

Oberemko, Veronika Olegovna Kozhina, and Kostyantyn Anatol'evich Lebedev … 596

31

Investment Valuation of Energy Efficiency Measures Within Mining Companies by Igor Sergeev, Anna Mineeva, and Olesia Lebedeva … 601

32

The Use of Special Knowledge in View of Investigation of the Crimes of an Extremist Nature

by Azamat Garifullaevich Shidemov … 612

33

Dynamics Factors and Slow-Response Characteristics of Russian Trade Ties

by Natalya Yuryevna Sopilko, Natalia Anatol’evna Navrotskaia, Ekaterina Alexandrovna Kovaleva, Angelika Feliksovna Orlova, and Anna Vladimirovna Grigoryeva … 625

Spring 2017

(7)

331

ASERS Publishing

Requests to the Publisher should be addressed to the Permissions Department of ASERS Publsihing: asers@asers.eu and apg@aserspublishing.eu

34

Efficient Model of Economic Growth in the Conditions of Post-Crisis Development of the Society in the Republic of Kazakhstan

by Assel T. Uskelenova, Kairatbek K. Shadiyev, and Aidar A. Tatygulov … 635

35

Crisis Management of Regional Development: Cluster Initiatives in Russia and their Efficiency

by Sergey L. Vasenev, Natalya M. Ovanesyan, Marina V. Rossinskaya, Svetlana V. Volgina, Violetta V. Rokotyanskaya … 644

36

Current Trends Influencing the Competitiveness of International Tourism

by Svetlana V. Veretekhina, Alla V. Medvedeva, Mikhail V. Vinichenko, Tatiana S. Demchenko, Tatyana V. KaryaginA, and Sergey A. Makushkin … 658

37

Analysis and Prospects of Developing Higher Education as a Key Factor of Economy Development (Comparative Analysis)

by E. Yeralina … 670

38

The Role of the Prosecutor in the System of Criminal Prosecution in Russia

by Magomedgadzhi Yu Yusupov, Bagavdin M. Magomedov, Bika B. DZhamalova, Guseyn B. Magomedov, and Rasul M. Akutaev … 679

39

Methodological Basis for the Strategic Analysis of Development of International Hotel Chains in Russia

by Natalia A. Zaitseva, Anna A. Larionova, Olga V. Skrobotova, Raisa M. Ivanova, and Oksana I. Radina … 689

Spring 2017

(8)

332

Journal of Advanced Research in Law and Economicsis designed to provide an outlet for theoretical and

empirical research on the interface between economics and law. The Journal explores the various understandings that economic approaches shed on legal institutions.

Journal of Advanced Research in Law and Economicspublishes theoretical and empirical peer–reviewed

research in law and economics–related subjects.Referees are chosen with one criterion in mind: simultaneously, one should be a lawyer and the other an economist. The journal is edited for readability both lawyers and economists scholars and specialized practitioners count among its readers.

To explore the various understandings that economic approaches shed on legal institutions, the Review applies to legal issues the insights developed in economic disciplines such as microeconomics and game theory, finance, econometrics, and decision theory, as well as in related disciplines such as political economy and public choice, behavioral economics and social psychology. Also, Journal of Advanced Research in Law and Economics publishes research on a broad range of topics including the economic analysis of regulation and the behavior of regulated firms, the political economy of legislation and legislative processes, law and finance, corporate finance and governance, and industrial organization.

Its approach is broad–ranging with respect both to methodology and to subject matter. It embraces interrelationships between economics and procedural or substantive law (including international and European Community law) and also legal institutions, jurisprudence, and legal and politico – legal theory.

The quarterly journal reaches an international community of scholars in law and economics.

Submissions to Journal of Advanced Research in Law and Economicsare welcome. The paper must be

an original unpublished work written in English (consistent British or American), not under consideration by other journals.

Journal of Advanced Research in Law and Economics is currently indexed in SCOPUS, EconLit, RePec,

CEEOL, EBSCO, ProQuest, and Cabell’s Directory.

Invited manuscripts will be due till July 1st_{, 2017, and shall go through the usual, albeit somewhat} expedited, refereeing process.

Deadline for submission of proposals: 1st_{of July 2017}

Expected Publication Date: September 2017

Web: http://journals.aserspublishing.eu

E–mail: jarle@aserspublishing.eu

Full author’s guidelines are available from: http://journals.aserspublishing.eu/jarle/about

Call for Papers

Volume VIII, Issue 3(25), Summer 2017

(9)

591

Customer Decision: An Empirical Study on Sourcing Credit from Banks

Noor SEMBIRING Universitas Tama Jagakarsa noorutj@gmail.com

Suggested Citation:

Sembiring, Noor 2017. Customer decision: An empirical study on sourcing credit from banks. Journal of Advanced Research in Law and Economics, Volume VIII, Spring, 2(24): 591 – 595. DOI: 10.14505/jarle.v8.2(24).29. Available from: http://journals.aserspublishing.eu/jarle/index

Article’s History:

Abstract:

Many companies require external financial resources (including from the banking sector) to meet their operational needs or for their business development. Such financing in most cases comes in form of bank loans. As a commercial service sector, banking also carries out promotions to attract customers. This study seeks to establish the influence of product / service promotion both partially and or simultaneously in increasing customer demand for credit and other banking services in the Jakarta region of Indonesia. The study is conducted on 351customers and players in the banking sector in Jakarta region using methods of sampling and analysis of data and testing with the t-test and f-test. From the findings, there is a significant influence of product promotion on customer response.

Keywords: credit; SME; promotion; service; decision. JEL Classification: D81; L21; G21.

Introduction

The more advanced a country becomes, the more directly or indirectly the needs of its population increases. This is so because the population responds to the development situation going on in their country. This is also the case with business and commerce, where a range of conditions is experienced by many companies at different levels. In cases where financing is not sufficient, loans come in as convenient sources of business funding. A lot of companies require external sources of funding from outside companies to meet their operational needs. Funds coming from outside the company can be obtained by taking a loan or loans from a third party. In meeting its financial needs, a company, can source out loans from banks in the form of credit investments or working capital credit. While for individuals, because of their various financial needs, they can also take credit from financial institutions. One of the functions of financial institutions is to give credit facilities to the public.

The needs of the public to find personal financial safety makes them eager to take loans from banks with the hope of accessing required funding with low interest rates, and satisfactory financial services, however loan interest rates basically are the domain of government in its effort to stabilize the country’s economy, so banks have no authority on policy related to loan interest rates. In response to the demands of the public, financial institutions like banks compete for customers. Competition is done by giving a satisfactory service to customers and giving clear information to the public through promotional activities the banks may provide. The competition among banks is certainly to the advantage of their customers because borrowers can choose various banking services offered as banks compete. The banking services determine whether a particular banking institution is able to compete in the global market or not. Simple requirements that must be fulfilled by the banking institution are among others their ability to provide services in accordance with the needs and desires of the society and the respective government regulation. To cope with competition, banks execute speedy and exact responses to current customer needs. The services provided create gratification to customers. Another benefit to customers is

(10)

592

an increase in the harmonious relations between banks and customers that creates a good foundation for repeated purchase of bank products, hence encouraging and creating customer loyalty and leading to a mouth-to-mouth situation which is of benefit to banks as their customers regularly use bank products (Fandy Tjiptono 2005, 24).

Product promotions are one of most important activities that banks carry out. They are done by introducing and informing customers on the benefit of products to encourage consumers to purchase the products which are being promoted. To carry out a product promotion, each financial institution determines the right promotion instrument that can be used to achieve success in selling. An enterprise in distributing their product needs to design and distribute information about the product’s presence/ availability, its characteristics, the condition of the product and the usefulness which may be obtained by customers / prospective customers over other products offered by the company and its competitors. Efforts to introduce a product on the market are referred to as a promotion strategy. The concept used to introduce and promote a product is referred to as a promotion mix, combining activities, products and persuading consumers to buy (Swastha 2005, 349).

Considering that the national credit decreased below the set target in 2014, this instability had an impact on growth in the banking sector in Indonesia, which similarly affected the number and amount of loans disbursed. Hence it required proper marketing strategies to find new market opportunities and provide maximum customer service to safeguard and keep existing customers. If customers are satisfied, they are likely to be loyal and it is also possible that they may influence others in taking credit provided by the banking sector.

This study seeks to establish the influence of product / service promotion both partially and or simultaneously to increase customer demand for credit and other banking services among in the Jakarta region of Indonesia.

A number of variables affect customer decision in taking credit for SMEs from banks; some of them are influenced by the service and promotion. Therefore the study will focus on the service and promotion variables, and their influence on customers’ decision in taking credit for SMEs from the banking sector in Jakarta Region.

1. Literature review

Promotion Theory

Essentially product promotion is a form of marketing communication and intended to encourage demand. While marketing communication may be referred to as an activity of spreading influencing information to a target market about a company and in their products so that customers accept, buy, and become loyal to products or services offered by companies concerned (Swasta and Irawan 2005). While Husein (2002) notes that promotion is communicating information between the seller and buyer or other parties so that a product is known and finally purchased. Promotion aims at affecting the public to participate in buying. Promotion also seeks to motivate communities to purchase products or services of a company, as well as a means of building relationships with customers (Nickels 2008). Meanwhile according to the Swasta and Irawan (2005), the main objective of promotion is to modify consumer behavior through information, influence and persuasion, and reminding target consumers about a company’s products or services on sale. Based on the above statements it can be noted that promotion involves communication to give people more information about a product offered so consumers can be interested in purchasing products or services offered.

Promotional Mix

Hotchpotch promotion is a combination of the best strategy of variables involving advertising, selling, and other promotional activities planned to accomplish a purpose of a sales program (Irawan, 2005). Lupiyoadi (2006), asserts that promotion does not only function as an organ of communication between providers and consumers, but also as apparatus for effecting consumers purchase in the decision-making process. Hotchpotch promotion components can be further elaborated with examples like: advertising on magazine covers, personal sales, sales promotions, publicity and public relations, information by word of mouth and direct marketing (Lupiyoadi 2000).

Service

(11)

593 1. Methodology

This study used both primary and secondary data; primary data was sourced from responses in interviews with mainly employees in the banking sector in Jakarta, Indonesia, while the secondary data was sourced from various literature on banking and from the Jakarta Region Bank Customers Association at Jl. Cikini Raya in Jakarta Indonesia. The sampling method was by use of the Random Sampling Method, by way of selecting the number of elements in the population to be members of a sample (Supranto 2007). The selection was in such a way that each element got the same opportunity to be chosen to be a member of the sample in the process of the determination of the total sample as represented in the formula below

𝑛₌_𝑁_/(₁+_𝑁₍𝑒₂₎₎ where: 𝑛_{– sample;}_𝑁_{– population}

e – % concessions / inadvertence (limitation = 10%) The sample based on the formula is as follows:

𝑛₌_2.842_{/ 1}+_2.842₍0,05!₎

𝑛₌_2.842_/8,105₌350,6_≈351_sample

Based on the calculation on (5%), the total of error followed by 351 men took credit for the banking customer in Jakarta.

2. Results and discussion

Data processing was done using the double regression analysis. Considering the large side variables that affect the decision of customers in the credit for SMEs in Banking, and was used only in the double regression of variable promotion (𝑥

!and 𝑥!), the service variable as free and the customers decision (𝑦) as a bound variable. Using the data obtained based on relations and variable:

𝑌 = 13_.317+0_.418𝑥

! + 0.880𝑥!

with determination coefficient 0.583 or 58 %.

Referring to the regression equation as produced by the coefficients determined at 0.583, it means that the contribution of the promotion variable (𝑥

!and 𝑥! (services of the decision of customers (𝑦) in taking credit from banking is significant, while the rest are explained or influenced by other factors outside the model of this study. If with reference to the regression equation produced, it can be interpreted that if the promotion and services variable is 0, hence the decision of customers is valued at 13.317. In other words, if the promotion and services are less, the decision of customers to take credit for SMEs from banks in Jakarta region is still 13.3 % maybe this figure is influenced by factors other than the promotion and excellent service.

The regression coefficient of the promotion variable is 0.418 which means that if the promotion is (𝑥 !). If 1 unit increase of the services variable is disregarded the decision of customers will increase by 0.418 which is positive. In other words if there is a promotion by 1 unit, customers’ decision to take credit for SMEs in Jakarta baking is 13.735. This means that means that there is a relationship between promotion and customers’ decision to take credit from banking. The regression coefficient variable (𝑥

!) is 0.880 meaning that if a 1 unit increase in the promotion variable is disregarded, customers’ decision will increase by 0.880 which is positive. In other words, if there is a significant 1 unit increases in services, the decision of customers who would take credit for SMEs in Jakarta is 14.197. This means that there is a relationship between promotion and customers’ decision to take credit from banking.

(12)

594

Graph 1. Dependent Variable, Customers decision.

The heteroscedasticity dependence of clients’ decisions variable can be viewed in graph 2 below. Heteroscedasticity happens when there is no similarity in standard deviations of the dependent variable on any independent variable.

Graph 2. Heteroscedasticity Dependent Test of the Customer Decission Variable

From these graphs, it can be seen that data points are spread out at random and do not form a defined pattern, and are scattered either above or below 0 on the y-axis, so it can be said that heteroscedasticity does not happen in this case. Based on the test it turns out that there is influence on the independent variable (promotion and services) and partial evaluation against the dependent variable (𝑦). This can be seen from the t-count value that is greater than the t-table value of (7.816 > 1.984). The inferred Ho was rejected and Ha accepted or influential partial service and evaluation of customers’ decision. While the t-test side variables against promotion of dependent variable (𝑦) also it has a t-count value that is greater than the value of the t-table (3.380 > 1.984 then it is inferred that Ho was rejected and Ha accepted or promotion is influential to partial evaluation of customers’ decision.

Based on the test, f-variable is the promotion of service and having influence simultaneously on customers’ decision variable. The f-count value greater than f-table value (67.815 > 2.70 ). It can be inferred that Ho is rejected and Ha accepted, or expressed promotion and services paradoxically and simultaneous impacts on customer decision.

Conclusion

From the tests the study obtained, product promotion is partially influential to customer decision basing on the value of the t-count that was greater than the t-table (3.380 > 1.984) respectively. The test also showed that the service variable also has partial influence on customer decision based on the t-count value, which is greater than the t-table value (7.816 >1.984) respectively. Furthermore, tests indicated that product promotion and services simultaneously and paradoxically influence customer decision. While it can also be concluded that product/service promotion contribute to customers’ decision to take credit from the banking sector in Jakarta by up to 58.3%, the other remaining percentage is influenced by other factors outside the scope of this study.

References

(13)

595

[2] Atep, Adya Barata 2004. Dasar-Dasar Pelayanan Prima, Jakarta: PT. Elex Media Komputindo.

[3] Azwar, Saifuddin 2005. Signifikan Atau Sangat Signifikan. Buletin Psikologi UGM, 13(1): 38-44.

[4] Boediono 1999. Pelayanan Prima. Jakarta: Yayasan Kawita Indonesia.

[5] Ghozali, I. 2011. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 19. Semarang: Badan Penerbit

Universitas Diponegoro.

[6] Grifin, Ricky W. 2004. Manajemen, Edisi Ketujuh, Jild 2, Penerjemah: Gina Gania, Penerbit Erlanga, Jakarta.

[7] Hasibuan, Malayu S.P. 2006. Manajemen Dasar, Pengertian, dan Masalah, Edisi Revisi, Bumi Aksara: Jakarta.

[8] Hersona, S.G.W., Muslihat, A., and dan Setyawan, T. 2013. Analisis Pengaruh Bauran Promosi terhadap Keputusan Pembelian Jasa di Lembaga Pendidikan Speaking Karawang. Jurnal Manajemen, 10(3): 1149-1159

[9] Kasmir, 2005. Etika Customer Service, Jakarta: Rajawali Press.

[10]Kotler, P. 2002. Manajemen Pemasaran. Jakarta: Pearson Edikation Asia.

[11]Kotler, P. 2005. Manajemen Pemasaran, Edisi Milenium. Jakarta: Pearson Education Asia Pte. Ltd dan PT.

Prenhallindo.

[12]Kotler, P., and Armstrong G. 2008. Prinsip-prinsip Pemasaran. Jakarta: Erlangga.

[13]Lupiyoadi, Rambat. 2006. Manajemen Pemasaran Jasa teori dan Praktik, Jakarta: Penerbit Salemba Empat.

[14]Nasution 2011. Proses Penelitian Kuantitatif. Lembaga Penerbit Fakultas Ekonomi Universitas Indonesia. Jakarta.

[15]Nickels, W. G., McHugh, J. M., and McHugh, S. M. 2008. Understanding Business. New York: McGraw-Hill.

[16]Santoso, S. 2010. Statistik Multivariat. Jakarta, Indonesia: PT. Elex Media Komputindo.

[17]Schiffman, G. L., and Kanuk, L. L. 2007. Perilaku Konsumen. Edisi 7. Terjemahan. Jakarta: Penerbit Indeks.

[18]Sugiarto, E.r 2002. Psikologi Pelayanan dalam Industri Jasa, (Jakarta: Gramedia Pustaka Utama)

[19]Sugiyono 2010. Metode Penelitian Bisnis. Alfabeta. Bandung.

[20]Sugiyono 2010. Metode Penelitian Kuantitatif Kualitatif dan R& D, Alfabeta Bandung.

[21]Sugiyono, I. 2008. Metode Penelitian Kunatitatif Kualitatif dan R&D. Bandung: Alfabeta.

[22]Sumarni, M., and Soeprihanto, J. 2005. Pengantar Bisnis, Dasar-dasar Ekonomi Perusahaan. Yogyakarta:

Liberty Yogyakarta.

[23]Supranto, J. 2007. Teknik Sampling untuk survey dan eksperimen. Edisi 4. Jakarta: Rineka Cipta,

[24]Supranto, J. 2008. Statistik: Teori dan Aplikasi. Jilid 1 Edisi 7. Jakarta: Erlangga,

[25]Supranto, J. 2009. Statistik: Teori dan Aplikasi. Jilid 2 Edisi 7. Jakarta: Erlangga,

[26]Swastha, Basu D.H. 2005. Asas-asas Marketing, Penerbit Liberty, Yogyakarta.

[27]Swastha, Basu dan Irawan 2005. Manajemen Pemasaran Modern. Yogyakarta: Liberty.

[28]Tjiptono, Fandy. 2005. Pemasaran Jasa. Malang: Banyumedia Publishing Grifin, Ricky, W., 204.

Manajemen, Edisi Ketujuh, Jild 2, Penerjemah: Gina Gania, Penerbit Erlanga, Jakarta.

[29]Tjiptono, Fandy. 2005. Pemasaran Jasa. Malang: Banyumedia Publishing

[30]Umar, H. 2002. Riset Sumber Daya Manusia, cetakan Keempat, Jakarta: Gramedia Pustaka Utama

(14)

697 Web: www.aserspublishing.eu and www.asers.eu

URL: http://journals.aserspublishing.eu E-mail: jarle@aserspublishing.eu ISSN 2068-696X

Journal DOI https://doi.org/10.14505/jarle

Journal’s Issue DOI https://doi.org/10.14505/jarle.v8.2(24).00

‘

ASER