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Manajemen dan Pemasaran Jasa
Published by Universitas Trisakti
ISSN : 02163780     EISSN : 24429724     DOI : -
Jurnal Manajemen dan Pemasaran Jasa is published by Lembaga Penerbit Fakultas Ekonomi dan Bisnis (LPFEB) as publisher faculty. The editorial receives general writing, service management, and hospitality areas in which no other media has ever been published and reviews of new management books and marketing services. Preferred writing is the result of field research or literature review. The evaluation process of papers submitted depends entirely on the "Blind Review" designated by the editor in chief in accordance with the reviewer’s expertise.
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Articles 5 Documents
Search results for , issue " Vol 1, No 1 (2008): Maret" : 5 Documents clear
PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B Adhiana, Febry
Jurnal Manajemen dan Pemasaran Jasa Vol 1, No 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v1i1.533

Abstract

Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government.Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals.Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling.Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.
PENGARUH PERCEIVED JUSTICE TERHADAP WORD OF MOUTH, TRUST DAN REVISIT INTENTION YANG DIMEDIASI OLEH RECOVERY SATISFACTION Herry C, Sembodo
Jurnal Manajemen dan Pemasaran Jasa Vol 1, No 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v1i1.1210

Abstract

The purpose: of this study is to assess the relative influences of distributive (DJ), procedural (PJ), and interactional (Li) justice on customer satisfaction on service recovery and to examine the relationship between recovery satisfaction and subsequent customer relationships: trust, word-of-riwuth (WOM), and revisit intention.Methodology: On-site surveys were administered to collect data from insurance customer who bought, and experienced a service failure.Findings: The effect of DJ on satisfaction with service recovery was stronger than those of PJ and IL Since DJ, PJ, and II have significant effects on trust, WOM, and revisit intention through recovery satisfaction, recovery satisfaction was found to be an important mediating variable. In addition, the mediational role of trust between recovery satisfaction and WOM/revisit intention is substantial. Thus, in a case where strong trust is formed between the service provider and the customer, a long-term relationship can be expectedKeyword : Service failure, Service recovery, Complaint handling, Perceived justice, Trust, Revisit Intention, Word of Mouth
ANTESEDENTS DARI CUSTOMER LOYALTI PADA JASA RESTORSAN Mulyani, Dine Hilana
Jurnal Manajemen dan Pemasaran Jasa Vol 1, No 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v1i1.534

Abstract

The bald time sat, It could satisfact The obje time sr satisfacti loyalty The de# of this research applies a survey toward unit of analysis on one of famous brand full service re aurant while they waiting or having waiting listed at malls in Jakarta such Pondok lndah Mall, Plaza Indonesia and Plaza Senayan. The aggregate number of costumers being respondent of the study is 128.The reset rch finding concluded that antecedents which consist of perceived waiting time, had signifiCa effect to waiting time satisfaction and service satisfaction but positive mood and value attainme t only give moderate effect to service satisfaction and loyaltyKeyword : waiting time, costumer satisfaction, service satisfaction, loyalty, mood to loyalty and value att inment
ANTECEDENTS DAN CONSEQUENCES DARI KEPUASAN PASIEN KLINIK GIGI Harahap, Suciyanti
Jurnal Manajemen dan Pemasaran Jasa Vol 1, No 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v1i1.1599

Abstract

The purpose of this research - was to examine the effect of characteristics delivery system (waiting time, convenience, continuity and price) and patient characteristics toward patient satisfaction on patient dentals clinic.Design/methodology/approach - data analyze used in this research using a primer data and simple random sampling technique to collect data. This study using multiple regressions analysis and the respondents is 150 patients on dentals clinic at Grogol area and with range from patient 20 years old until 50 yeas old.Findings — the result found that the existence of influence between (convenience, continuity, and price), patient of characteristics, toward satisfaction patient at dental clinic. Except one of dimension from characteristics delivery system, it is waiting time that has a negative influence toward patient satisfaction.Keyword: Characteristic delivery system, Patient characteristics, Patient satisfaction
EFEK DOCTORS QUALITY OF CARE TERHADAP WORD OF MOUTH DAN REVISITED PATIENT YANG DIMEDIASI OLEH PATIENT SATISFACTION Mayanti, Wiwik
Jurnal Manajemen dan Pemasaran Jasa Vol 1, No 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v1i1.1600

Abstract

A doctor must strive to provide health care as best as they could in order to create satisfied patient. The objective of this research is to investigate the effect of quality of care from the doctor and patient satisfaction in hospital, clinic. And the effect of patient satisfaction on word of mouth, then patient satisfaction can create revisited patient. A theoretical framework was developed to test the relationship among the study construct. The design of this research applies to hospital, clinic and the questionnaires were spread away to 100 respondents or patients from 2 hospital in Jakarta, bekasi and by using purpose sampling. The result of the research conclude that doctors quality of care has a significant effect to patient satisfaction, and patients satisfaction hasnt a significant effect to word of mouth but patient satisfaction has a significant effect to revisited patient.Keyword: doctors quality of care, patient satisfaction, word of mouth, revisited patient.

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