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ANTESEEDEN DAN KONSEKUENSI DARI SEVERITY OF OTHER CUSTOMER FAILURE Budiwati, Nina; Hermawan, Asep
Jurnal Manajemen dan Pemasaran Jasa Vol 4 (2011): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v4i1.487

Abstract

The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm.The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction.The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which arecontrollability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregatenumbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software.The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of othercustomer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction,service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction.Keywords: Service recovery expectations, severity of other customer failure, and customer satisfaction
STRUCTURE, CONDUCT, AND PERFORMANCE OF NUCLEUS ESTATE AND SMALLHOLDER (NES) SCHEME IN OIL PALM SECTOR IN SOUTH KALIMANTAN Hamdani, Hamdani; Yanti, Nuri Dewi; Budiwati, Nina
TROPICAL WETLAND JOURNAL Vol 2 No 3 (2016): Tropical Wetland Journal
Publisher : Post-Graduate ULM Banjarmasin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20527/twj.v2i3.35

Abstract

The purpose of this study was to analyze the structure, conduct, and performance of the nucleus estate and smallholder (NES) scheme in oil palm sector. The results showed that the conduct of partners in partnership generally was in accordance with the functions/tasks, rights and obligations regulated by the local government on the the nucleus estate and smallholder oil palm project. The market structure tended to be not competitive and the partnership system with the nucleus estate and smallholder (NES) scheme did not provide similar profits where the bargaining position of plasma farmers (smallholders) was relatively lower compared with that of the business partners (nucleus estates). Non-competitive market structure did not affect the transaction mechanism of Fresh Fruit Bunches (FFB) products from plasma plantations to necleus estates.