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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 2, No 2 (2009): September" : 5 Documents clear
EFEK MANAGEMENT COMMITMENT TERHADAP SERVICE ON EMPLOYEE SERVICE BEHAVIORS : PERANAN MEDIASI DARI JOB SATISFACTION Agustina, Nina; ,, Diangtyas
Jurnal Manajemen dan Pemasaran Jasa Vol 2, No 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i2.1258

Abstract

The purpose of this paper is to examine the impact of management commitment to service on employee service behaviors and to develop and test a conceptual model of the antecedents and consequences of job satisfaction in the hospitality industry.The conceptual framework consists of the following constructs: management support, reward, empowerment, training, job satisfaction, extra role customer service behavior and cooperation. Moreover, six hypotheses were developed and tested. Instrument test of validity and reliability used to test the validity of the measures, while multiple regression was used in hypotheses testing. Data were collected from 110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat.Strong support was found for 1 of the 6 hypotheses. Findings reveal that management support has positive effects on job satisfaction. It is shown that reward, empowerment, training are not related to job satisfaction. Moreover, it is demonstrated that the two dimensions of service behavior— extra-role customer service behaviors and cooperation also are not related to job satisfaction. Importantly, it is found that job satisfaction can be created from employee service behavior as the school is applying the management support to the employees.Keywords: management commitment; management support; employee job satisfaction; service behaviors
KEPUASAN DAN LOYALITAS KONSUMEN PADA ONLINE MARKET DI INDONESIA Humairah, F. Alia; glory, glory
Jurnal Manajemen dan Pemasaran Jasa Vol 2, No 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i2.552

Abstract

The goal of this research activity is to investigate things that will improve consumer • satifaction and loyalty of online stores in Indonesia. Researchers can take advantage of the result obtained and then inform it to companies so they know what things need to be improved to maintain their customers. The findings in this study indicate that there is a positive influence of a) adaptation (adaptation), (b) interaction (interactivity), (c) maintenance (nurturing), (d) commitment (commitment), (e) network (network), (f) diversity (assortment), (g) the ease of transaction (transaction ease), and (h) the agreement of usaage (engagement) towards customer satisfaction, there is a positive influence customer satisfaction to customer loyalty, there is a positive influence of Inertia towards the relationship between customer satisfaction and customer loyalty, and there is a positive influence od Trust towards the relationship between customer satisfaction to customer loyalty. The result of this research has implications for the business online which are to increase customers satisfaction and loyalty and to scholars who want to develop the theory. Further research are expected to use global online shopping as a comparison and adding the other variables that also affect customer satisfaction and loyalty in the online market.keyword: Customer Satisfaction, Loyalty, and Online Market
PENGARUH CORPORATE GOVERNANCE TERHADAP KINERJA PERUSAHAAN KIMIA DAN FARMASI DI INDONESIA Lestari, Henny Setyo; Permatasari, Dhetoriana
Jurnal Manajemen dan Pemasaran Jasa Vol 2, No 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i2.554

Abstract

This research is aimed to determine the influence of corporate governance on firm pe ormance. The sample used were 16 companies, which is divided into 8 companies in hemical sector and 8 companies in pharmaceutical, that are listed in Indonesia Stock Exchange during the period of 2004 to 2008, which were selected using purposive sa pling method. Corporate governance in this research was measured with board size , board independence, and ownership concentration While firm performance was To sured by ROA and ROE. Menthods of data analysis were using multiple regressionfacility. Based on the results of this research showed that there was no significant .1influence between corporate governance (board size, board independence, andownership concentration) on firm performance (ROA and ROE).Keywords : Corporate Governance and firm performance
PENGARUH CONTROLLABILITY ATTRIBUTION DAN STABILITY ATTRIBUTION TERHADAP SATISFACTION MELALUI FIRM RESPONSIBILITY DAN RECOVERY EXPECTATION Sukmawan, Ahmad
Jurnal Manajemen dan Pemasaran Jasa Vol 2, No 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i2.551

Abstract

Objectives of this research was to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The design of this research applies a survey in Telkomsel to interview the customers for testing the hypothesis. Meanwhile the required data consist of five variables are controllability attribution, stability attribution as independent variables, firm responsibility, and recovery expectation as intervening variable. Finally, satisfaction as dependent variable. The aggregate numbers of customer being respondent of the study are 130 customers. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. Result of this research concludes that people consider another customers failure to be the firms responsibility when they perceive that the failure is under the firms volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction.Keywords: Call center, customer service, controllability attribution, service satisfaction, recovery expectation.
PENGARUH KARAKTERISTIK DEWAN DIREKSI TERHADAP PENGUKURAN KINERJA BANK DI INDONESIA Muchtar, Susy; Prabowo, Arifan Budianto
Jurnal Manajemen dan Pemasaran Jasa Vol 2, No 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i2.550

Abstract

The purpose of this research is to analyse the effect of Characteristics of The Board of towar Directors s Bank Performance. This research was used are 19 banking firm which listed in Indonesian Stock Exchange during 2005-2008. Independent variables from this research are board size and Outside Director. Dependent variables are bank performance which include Net Interest Margin (NIM), Return On Asset (ROA), Return On Equity(ROE) and Efficiency Ratio. Control Variables are Size, Risk and Capital Ratio. The analysis method was used are multiple regression analysis. The result from this research shows that Board Size did not has related to bank performance. Outsiders has related to bank performance. Keywords: Board Size, Outside Director, Net Interest Margin (NIM), Return On Asset (ROA), Return On Equity(ROE) and Efficiency Ratio

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