Analisis Kinerja Keuangan pada Indonesia Original Brands Award

Erica Leonardo, Devie Devie, Hatane Semuel

Abstract


Penelitian ini bertujuan untuk mengetahui pengaruh dari customer satisfaction terhadap profitability performance dan firm value dengan menggunakan customer loyalty sebagai variabel intervening. Dalam penelitian ini, financial perfomance diukur menggunakan kinerja jangka pendek (menggunakan variabel profitability performance) dan kinerja jangka panjang (menggunakan variabel firm value). Penelitian ini merupakan penelitian kuantitatif, di mana data yang diperoleh berasal dari majalah SWA, Bursa Efek Indonesia, dan Bloomberg. Sampel dalam penelitian ini adalah perusahaan-perusahaan yang mereknya termasuk dalam Indonesia Original Brands Award yang terdapat dalam majalah SWA pada tahun 2015 dan 2016. Data dalam penelitian ini kemudian diolah menggunakan software Smart PLS. Hasil penelitian ini menunjukkan hubungan yang positif dan signifikan antara variabel customer satisfaction, customer loyalty, profitability performance dan firm value (semua hipotesis diterima). Oleh karena itu, peranan customer satisfaction dan customer loyalty sangat penting bagi perusahaan agar perusahaan dapat memenangkan persaingan di tengah persaingan global yang ada saat ini.

 

 

Kata KunciCustomer Satisfaction, Customer Loyalty, Financial Performance, Profitability Performance, Firm Value

 

This research aimed to find out the influence of customer satisfaction towards profitability performance using customer loyalty as intervening variable. In this research, financial performance was measured by using short term performance (using profitability performance) and long term performance (using firm value). This research was a quantitative form, the source of data that were obtained from secondary data that collected from SWA magazine, Indonesia Stock Exchage, and Bloomberg. Sample in this research was the companies which the brands registered in Indonesia Original Brands Award in SWA magazine on 2015 and 2016. The data then analyzed by Smart PLS software. The result showed positive and significant relation among customer satisfaction, customer loyalty, profitability performance and firm value (all hypotheses were accepted). Additionally, the role of customer satisfaction and customer loyalty are very important for the company. Therefore the company can win the competition among globalization competitiveness today.

 

 

Keywords Customer Satisfaction, Customer Loyalty, Financial Performance, Profitability Performance, Firm Value


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