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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 6 Documents
Search results for , issue " Vol 3 (2010): (Edisi Khusus)" : 6 Documents clear
PERANAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR DALAM MEMEDIASI PENGARUH KEPUASAN PEGAWAI DAN PRAKTIK MANAJEMEN SUMBER DAYA MANUSIA TERHADAP KUALITAS PELAYANAN HOTEL BINTANG LIMA DI JAKARTA PUSAT Hapsari, Dewani
Jurnal Manajemen dan Pemasaran Jasa Vol 3 (2010): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v3i1.478

Abstract

The purpose of this research is to propose a model which organizational citizenship behavior and jobperformance mediate the influence of job satifaction and human resources management practicestoward service quality at Grand Sahid Jaya Jakarta.The conceptual framework consists of the following constructs : job satisfaction, human resourcesmanagement practices, organizational citizenship behavior, job performance, and service quality.Moreover, four hypotheses were developed and tested. Instrument test of validity and reliabilitywere used to test the validity of the measures, while multiple regression from Statistical Package forSocial Science (SPSS) was used in hypotheses testing. Data were collected from Grand Sahid Jayaemployee, Jakarta.The objectives of this research is to analyze the job satisfaction influence organizational citizenshipbehavior at Grand Sahid Jaya Jakarta, analyze the human resources practices toward organizationalcitizenship behavior, analyze the organizational citizenship behavior influence job performance andanalyze job performance influence service quality at Grand Sahid Jaya JakartaThe result indicate that all hypothesis was supported, indicated that job satisfaction have significantinfluence toward organizational citizenship behavior, human resources practices have significantinfluence toward organizational citizenship behavior, organizational citizenship behavior havesignificant influence toward job performance and job performance have significant influence towardservice qualityKeywords : Service quality, organizational citizenship behavior, job performance, job satisfaction,human resources management practices,
PENGARUH ETIKA KERJA TERHADAP KETERLIBATAN KERJA DAN IMPLIKASINYA TERHADAP KOMITMEN KERJA, KEPUASAN KERJA DAN KINERJA PEKERJAAN PADA KARYAWAN LEMBAGA PENDIDIKAN TINGGI Archandar, Tery Aris
Jurnal Manajemen dan Pemasaran Jasa Vol 3 (2010): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v3i1.479

Abstract

Employees as human resources can do or can not do all the activities efficiently and effectively for the organization or company to face private higher education competition and realize the educational mission of the Trisakti University, “Being a leading university, international quality in developing science, technology and improve the quality of life and civilization”. Thepurpose of the study was to determine the effect of the relationship between work ethic to work involvement and its implications for commitment and job satisfaction and job performance at Trisakti University employees. The number of respondents who obtained as many as 194 employees.With the analysis of the data used is descriptive analysis and Structural Equation Modeling, (SEM) using the statistical program LISREL 8.7 for Windows.The research proves that: (a) the work ethic has a significant impact on work involvement; (b) only work involvement has a significant contribution to affective commitment and the commitment continuum, including a significantfunction as a mediating variable between ethics and affective commitment and continuous commitment; (c) the involvement of work has contributed significantly to job satisfaction; (d) the continuous commitment and career commitment has a significant contribution to job satisfactionas well as the two variables have a function as a mediating variable ; (e). job satisfaction has a significant contribution to job performance and has a function as a mediating variable between commitments with job performanceKeywords : Work commitments, work ethics, work involvement, job satisfaction, and job performance.
PENGARUH SERVICE FAILURE SEVERITY TERHADAP KEPUASAN, KEPERCAYAAN, KOMITMEN DAN NEGATIF WORD OF MOUTH RB, Linda Desafitri
Jurnal Manajemen dan Pemasaran Jasa Vol 3 (2010): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v3i1.480

Abstract

The background of this research was to investigate the main and interactive effects of the severity of the service failure, specifically investigate the main effect of service failure severity on satisfaction,trust, commitment, and negative word of mouth. This investigation of the role of the severityconstruct will aid researchers and managers in better understanding and managing the service recovery process under different conditions.The objectives of this research is to extends previous research by investigating the role of service failure severity within the existing framework of customer’s post-recovery evaluation and their future relationship with a service provider.The design of this research applies a survey toward unit analysis on customer Auto2000 Jakarta, which involved 142 respondent.the number of sample being respondent in this research. Meanwhile, the required data consist of five variables : service failure severity, satisfaction, trust, commitmentand negative word of mouth.The result of the study concludes that service failure severity has a significant main effect on satisfaction with service recovery. Despite the positif influence of a strong recovery on satisfaction,there remained a negatif influence on satisfaction as a result of a more severe servicefailure. In addition , the severity of a service failure also had a main effect on customer trust, commitment and the likelihood of engaging in negative word of mouth after the service failure.Keywords : Service failure severity, satisfaction, trust, commitment and negative word of mouth
PENGARUH RELATIONAL BENEFITS TERHADAP RELATIONAL OUTCOMES BEHAVIORAL (WOM, TRUST&COMMITMENT) MELALUI SATISFACTION (SURVEI PADA NASABAH PT. BANK NEGARA INDONESIA WILAYAH JAKARTA) Ludiya, Hielvita
Jurnal Manajemen dan Pemasaran Jasa Vol 3 (2010): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v3i1.481

Abstract

The background of this research was to prove the relationship marketing as approaches for attract, maintain and enhance customer relationship and to build competitive advantages strategy. To pass relationship marketing mainly concentrated on analysis of benefits (relational benefits). PT. Bank NegaraIndonesia as financial service provider makes relationship with their partner, in there many problem in those relationship.The objective of this research is know the influence of perceived relational benefits on relational outcomes behavioral (word of mouth, trust&commitment) to pass satisfaction during in PT. Bank Negara Indonesiatoward the reality act of the PT. Bank Negara Indonesia service. In the highly competitive service industries such as bank, it is very essential to encourage the patterns of continuous the repurchase and to retain customers. This may be achieved through the quality of the relationship that was establishedbetween the service provider and the customer’s.The design of this research applies a survey toward unit of analysis on PT.Bank Negara Indonesia to interview the customers for testing hypothesis. Mean while the required data consist of eight variables;confidence benefits, social benefits, convenience benefits and employee’s social regard attribute as independent variables, satisfaction as intervening variable and word of mouth, trust and commitmentas dependent variable. The design of this research applies the Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. The aggregate numbers of customer being respondent of the study are 170.The result of this research conclude that two variable of relational benefits which is confidence benefits and employee’s social regard effecting to satisfaction. Meanwhile two variable, social benefits and convenience benefits didn’t effecting to satisfaction. And then satisfaction effecting to word of mouth,trust and commitment.Keywords : Service industries, Customer satisfaction, Individual perception, Customer relations
EFEK NILAI KERJA, OTONOMI, DAN WORK SETTING TERHADAP KEPEMIMPINAN DAN PERILAKU ORGANISASI PADA INDUSTRI JASA PERHOTELAN Prasetyawati, Dea; W. Gunawan Putra, Andreas
Jurnal Manajemen dan Pemasaran Jasa Vol 3 (2010): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v3i1.477

Abstract

Hotel, when business and leisure blend in harmony, as one of service industry sector which has a perishable product as main product, based on their employees interaction.The service activities were produce by the employees, to keep it sustainable theemployees should be firm with their company. The antecedents of Organizational Citizenship Behaviors will appear by their answer to our question to prove about the effect of work value, autonomy and work setting on Leadership, and of course to OCBitself. This could drive a firm and comfort working condition to generate a greatservice quality.This research was done in a hotel in West Jakarta. The purpose of this study was to analyze the effect of work value, autonomy and work setting on leadership and organizational behaviors.Sample was collected from 172 employees, as our respondents. The collected data was analyzed with SEM analysis, and the questionnaire was adopted from Wright (2008).The findings suggest that work value and autonomy have significant effect on leadership. Besides, work setting has no effect on leaderships and leadership has no effect on organizational citizenship behaviors.Keywords: Work Value,Autonomy, Work Setting, Leadership, OCB, Hotel Industry
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Manajemen dan Pemasaran Jasa Vol 3 (2010): (Edisi Khusus)
Publisher : fFEB Trisakti

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Vol. 3 No. 1 2010

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