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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 10 Documents
Search results for , issue " Vol 10, No 2 (2017): September" : 10 Documents clear
FAKTOR-FAKTOR YANG MEMPENGARUHI PROFITABILITAS BANK PADA BANK KONVENSIONAL YANG TERDAFTAR DI BURSA EFEK INDONESIA Sugiarto, Sugiarto; Lestari, Henny Setyo
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2510

Abstract

This study aimed to determined the factors that impact profitability of conventional banking companies listed in Indonesian Stock Exchange for the period of 2006-2015. The number of samples taken in this study was 20 banks with the sampling technique used was purposive sampling. Independent variables in this study are bank size, capital ratio, loan ratio, deposit and asset quality. The dependent variables are return on equity, return on asset, and net interest margin. From the results, bank size, capital ratio and loan ratio have a significant positive effect on ROE, ROA, and NIM. Deposit has a significant positive effect on ROE but has no significant relationship on ROA and NIM. Asset quality has a significant positive effect on NIM but has no significant relationship with ROE and ROA. In application, the bank is expected to continue to increase its size by continuing to increase its assets, and maintains the quality of capital and assets in order not to become the burden of the bank.
PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH Mutmainnah, Mutmainnah
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2344

Abstract

As a primary factor in satisfaction and loyalty, service quality and image has been given a lot of attention. This research used a sample of 120 respondents and analyzed the data using structural equation modeling. Findings reveal that service quality and corporate image are antecedents of customer satisfaction, but customer satisfaction surprisingly does not have positive and significant effect on customer loyalty. The implications for service providers in any platform service industry is that customer satisfaction has not key success to loyalty but continuously improves the quality of service and corporate image of satisfaction, but it creates loyalty to buy services and recommend to others.   
THE RELATIONSHIP BETWEEN PERCEIVED AUTONOMY SUPPORT AND PERCEIVED JUSTICE Indyastuti, Devani Laksmi
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2295

Abstract

Previous studies have a little attention on the impact of perceived autonomy support on the justice. This study examines the impact of perceived autonomy support from supervisor and from environment toward perceived procedural justice and interpersonal justice. Based on self interest model and basic need theory, this study hypothesized that individual’s perception of autonomy supported both from supervisor and work environment would affect his/ her perception of procedural. Based on need fulfillment theory, this study hypothesized that individuals’perception of autonomy supported both from supervisor and work environment affect interpersonal justice. This study used 234 lecturers for sample and regression analysis for analizing the data. The results support the hypotheses that the higher individual perception of autonomy supports from both supervisor and work environment is, the higher is individual perception of procedural justice and interpersonal justice. This result implicates that supervisor should build perception of autonomy support among individuals in organization by buiding trust culture, open communication culture, supportive culture to increase the individual perception of procedural and interpersonal justice.
ANTESEDEN EMPLOYEE TURNOVER Fardilah, Heryadi
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.1668

Abstract

This research is concerning the effect of workplace environment, job satisfaction, and  job performance on employee turnover, and the background is to get the convenience of employees condition, the satisfaction of job results, maximum performance, and keep and reduce in and out employees. The purpose of this research is to see how far the influence of workplace environment, job satisfaction, and job performance on employee turnover. Planning of this research uses primary data that is got by handing over questioners to 200 employees in Telecommunication company in East Jakarta. The analysis method which is used is double regresi.  Results of  this  research give conclusion that theres a positive and significant influence of workplace environment, job satisfaction, and job performance on employee turnover.
ANTESEDEN CUSTOMER LOYALTY Alber, Rury Febria
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2542

Abstract

The purpose of this research is to test and analyze empirically the influence of service quality, customer satisfaction, and trust to loyalty of internet banking users. Researcher choose 280 respondents as the sample of this research, using purposive sampling. The statistical methods used to test the hypothesis are simple linear regression and Structural Equation Model with Partial Least Square (PLS). The result of this research shows that service quality, customer satisfaction, and trust affected loyalty of internet banking users. Based on the results of research that has been done, there are some managerial implications as follows: 1) display on internet banking making easier to understand, 2) service innovation provided by internet banking, 3) improved security system on internet banking and 4) cheaper transactions using internet banking.
FAKTOR PENENTU DARI PERSEPSI NILAI PELANGGAN DAN IMPLIKASINYA TERHADAP INTENSI PEMBELIAN Susanto, Anotonius Agus
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v9i2.1608

Abstract

The purpose of this study is to examine the determinants of customer value perception of the purchase intention on the internet consumer services. The methodology of this research was hypothesis testing. Sample in this research is conducted by non-probability method with purposive sampling technique from350 internet subscribers in Jakarta. The result of the research by structural equation modeling analysis in the first model showed that the service quality, experience economy and price fairness have a significant influence to customer value perception. In the second model, the results showed that service quality, experience economic, price fairness and customer value perception have a significant influenceto purchase intention.
BENARKAH KOMPETENSI DAN BUDAYA ORGANISASI AKAN MENINGKATKAN KINERJA KARYAWAN? Fauzan, Akhri Ramdhani; Purwaningdyah, Sri Wiludjeng Sunu
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2269

Abstract

Based on preliminary studies it was found that employee performance has not been optimal. Some of an important factor that was found supposedly competency and organizational culture is an important factor that is most dominant. As a prominent factor of employee performance, organization culture and competency has been given much attention, as well as the influence of competency and organizational culture to employees performance either partially and simultaneously. Research method used in this research descriptive survey and explanatory survey. The sample in this research is employees of PT PLN (Persero) Area Karawang. The sampling technique used is stratified proportional method whereas the method of analysis used is path analysis. The result of research shows that there is a strong correlation among competency and organizational culture. The hypotheses for the partial impact of competency and organizational culture toward employee performance employee are all accepted. Simultaneous influence competency and organizational culture toward performance of employee gives a significant effect.
PENERAPAN MODIFIKASI TECHNOLOGY ACCEPTANCE MODEL (TAM) DALAM E-BUSINESS Setiawan, Adi; Sulistiowati, Lisa Harry
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2277

Abstract

This study analyzed SMEs batik entrepreneurs in Cirebon to apply e-business. The TAM3 theory is used to create an analytical model in understanding the desires of the entrepreneur. The desire to use technology is due to the perception of the level of ease of use. The easier the user perception, the higher the ability to see the usefulness of technology, and the easier the perception of usage, the higher desire to utilize technology. The analysis result shows that perceived ease of use is in medium and low category. Perceived usefulness is in the high and medium category. The desire to behavioral intention to use is in the medium and low category. The result of hypothesis testing shows the perception of ease of influence perception of usefulness. Furthermore, perceptions of usefulness affect the desire to use technology in business activities. The test result shows the perception of ease that doesn’t give a direct significant influence to the desire to use technology.
IMPLIKASI HUMOR DAN PERAN LAYANAN KARYAWAN GARIS DEPAN TERHADAP KEPUASAN PELANGGAN Mulyati, Widya; Kristaung, Robert
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2524

Abstract

This study aims to examine the implications of humor and the role of front-line employee services to customer satisfaction. The effect of front-line service employees calculates the factor of service encounters. The service encounter factor becomes one of the decisive factors in the service industry, especially the banking industry, especially in the era of digitization as the interaction between employees and customers is still needed. The research design used is hypothesis testing between humour, front-line service employees, to customer satisfaction by service encounter. The sample of this research is supported by 150 workers consisting of teller, customer service, and head teller/customer service department who participate as the respondent in this research. This research uses SEM analysis. The result of this research supports the hypothesis that humor positively effects frontline service employees and front -line service employees affect the service encounter. This research fails to prove that service encounter has a significantly direct effect on customer satisfaction. Therefore, the implication of service encounter is still a crucial point for the banking industry in achieving customer satisfaction.
PERAN KEPUASAN KERJA DAN KOMITMEN AFEKSI ANTARA CARING CLIMATE DENGAN KINERJA KARYAWAN Sinulingga, Aginta Chairunnisa; Aseanty, Deasy
Jurnal Manajemen dan Pemasaran Jasa Vol 10, No 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v10i2.2275

Abstract

The aim of this research is to exmaining the effects of caring climate, job satisfaction, and affective commitment on job performance in steak restaurant in Tebet, South Jakarta. This study were developed and tested 5 hypotheses, by using Structural Equation Model. Data were collected from 145 employees working on the food, beverage, hygiene, security, service and cashier in steak restaurant in Tebet, South Jakarta. Finding and contribution in this research shown that there is positive and significant effect of caring climate on job satisfaction and affective commitment that effect on job performance. The limitationin in this research was that this study focused only on restaurant as a hospitality industry, only at steak restaurant in Tebet, South Jakarta, and was limited for only four variables.

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