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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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MODEL TERINTEGRASI KEPUASAN PASIEN PADA RUMAH SAKIT GIGI DAN MULUT PENDIDIKAN (RSGMP) DI JAKARTA Handara, Putri
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.799

Abstract

The background of this research was every service provider, including RSGMP are expecting to maintain customer / customer loyalty in long period of time. Loyalty is directly influenced by the satisfaction / dissatisfaction of patients that have been accumulated within a certain of period. If the performance fulfills the expectations, customer would satisfy, otherwise, if the performance was below expectations, the consumer is not satisfied. Outcome quality, Interaction quality andPeer-to-peer quality are the dimensions of Service quality. Service quality has an impact on Customer satisfaction, thus need to be considered by the dentist to create Customer satisfaction.The Objectives of this research was to propose and test a theoretical model of the relationship among service quality, customer satisfaction, and customer loyalty. Other than that to testing the role of customer satisfaction as mediator in the relationship between Outcome quality, quality Interaction and Peer-to-peer quality with Customer loyaltyThe design of this study using hypothesis testing aims to examine the relationship between the variables. Samples of 150 patients were selected based on the patient of RSGMP in Jakarta, whichhas been treated at least 1 year in the same place. The sampling technique used was purposive sampling. The model used is based on the research criteria. Data analysis used in this research was using the primary data. Data were collected by questionnaire technique that is by providing a written statement to the respondents. Furthermore, the respondents respond to the statement given. Questionnaires were administered are closed and in which the answer is already provided.The result of this research concludes that outcome quality, interaction quality, and peer-to-peer quality have significantly influence customer satisfaction, and in turn impacted the customer loyalty. This research shows that outcome quality, interaction quality, and peer-to-peer quality should be considered as pivotal elements in creating customer satisfaction and that customer satisfaction should be treated as strategic variable to enhance customer loyalty.Keywords: Outcome quality, Interaction quality and Peer-to-peer quality, Service quality, Customer satisfaction, Customer Loyalty
PENGARUH LINGKUNGAN TOKO DAN KECENDERUNGAN BERBELANJA TERHADAP PERILAKU PEMBELIAN IMPULS Rahmadi, Mufti
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.807

Abstract

This paper aims to explore the process by which four store environment (music, light,employee, and layout) and two individual characteristics (shopping enjoyment tendency(SET) and impulse buying tendency (IBT)) influence impulse buying behavior throughpositive and negative affect, and urge to buy impulsively.The use of these variablesbased on the results of previous studies. The data used in this study are primary data.The research data was obtained by distributing questionnaires to 100 respondents fromthe University of Trisakti. Samper retrieval techniques in this study using purposivesampling. Data analysis tool used is Structural Equation Model (SEM) with AMOS 6.0.Hypothesis testing results show that there are significant Stores environment perceptionof the Positive Affect. Then there is the influence of the Urge Store environtmentperception. And then there is a significant relationship between enjoyment Shoppingtendency towards Positive Affect. Then there is no significant influence of Negative Affecton Urge. Furthermore, a significant difference between the Positive Affect on Urge, anda significant difference between the Urge to Impulse buying. Expected in future studiescan increase the number of independent variables that also can affect Impulse buying.Keywords: Store Environment Tendency, Shopping Enjoyment Tendency, Negative Affect,Positive Affect, Urge, Impulse Buying.
PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN Christina, Fransisca Sandra
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.803

Abstract

The background of this research is Customer loyalty as a competitive advantage in serviceindustry. The objective of this research is to examine the impact of Service quality, Corporateimage on Customer loyalty through Customer satisfaction. The design of this research appliesprimary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’sHospital in Jakarta. Data analysis method used in this research is Structural Equation Model(SEM). The result of this research concludes that there is positive impact Interaction quality,Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impactInteraction quality, Peer-to-peer quality, Corporate image, Customer satisfaction towardCustomer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customersatisfaction and Customer loyalty.Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporateimage, Customer satisfaction, Customer loyalty
PENGARUH HIGH PERFORMANCE WORK PRACTICE (HPWP) TERHADAP JOB PERFORMANCE PADA FRONTLINER BANK Ihdaryanti, Monica Amani; Panggabean, Mutiara S.
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.808

Abstract

Generally High Performance Work Practice (HPWP) is a part of management human resources.The objectives of this research are getting and analyzing the effect of HPWPs with Job Satisfaction;HPWPs with Organizational Commitment; Job Satisfaction with Organizational Commitment;Job Satisfaction with Job Performance; and Organizational Commitment with Job Performance.The total of sample in this research is 100 respondents which are as Front liner BNI and Mandiri.The result of this research concluded that has effect between HPWPs with Job Satisfaction;there is no positive correlation between HPWPs with Organizational Commitment; there is positivecorrelation Job Satisfaction with Organizational Commitment; there is positive Job Satisfactionwith Job performance; there is positive correlation Organizational Commitment with JobPerformance.Keywords: HPWP, Job Performance, Frontliner Bank
SIKAP MEREK, PERCEIVED QUALITY, DAN PRESTISE MEREK TERHADAP ADVOKASI MEREK MELALUI KEPERCAYAAN MEREK PADA KLINIK GIGI ORTODONTI DI JAKARTA Hendika, Vinna Lovely; Riorini, Sri Vandayuli
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.804

Abstract

The background of this research was to trust a brand; a consumer will have on brand attitude. Brandattitude is an overall evaluation of the consumer to the brand. Of a positive assessment of a brand canlead customers into believing the service that is given so that the company believes this attitude that ledto patient satisfaction and intend to go back again using the same service. Brand Trust is the impact ofBrand Advocacy, Brand Attitude, Brand Prestige and Perceived Quality. When a trusted brand that hasprestige in this case may lead consumers to buy products or services feel it again and then the attitudeof loyalty was formed. With the level of consumer loyalty can give a positive attitude toward the brand,which consumers can trust and be advocates in defending the brand.The objectives of this research were to analyze the effect of brand attitude, perceived quality andbrand prestige of the brand trust. And analyze the effect of brand attitude, perceived quality andbrand prestige on brand advocacy.The design of this research applies hypothesis Testing aimed to examine the relationship between thevariables studied. Sample as many as 170 patients were examined you’ve ever come to a particularorthodontic dental clinic. The sampling technique used was purposive sampling. Model used is basedon research criteria.Data analysis used in this research was collected by questionnaire technique, namely by providing awritten statement to the respondent. Furthermore, the respondents to respond to the statement given.Questionnaires were administered are closed and where the answer is already available. In this studybefore distributing questionnaires to test the validity and reliability of the research instrument in orderto obtain a valid measurement tool and reliable.The result of this research concludes that Brand Trust is the impact of Brand Advocacy, Brand Attitude,brand prestige and Perceived Quality. When satisfied customers or patients of a product willautomatically arise WOM (Word of Mouth). WOM provide significant assessment of the customerratings. Action in Brand Advocacy WOM is associated with customers who already believe or trust thecompany’s brand because customers feel satisfied.Keywords :Brand Attitude, Perceived Quality, Brand Prestige, Brand Advocacy, Brand Trust, Word ofMouth
FAKTOR-FAKTOR PENENTU STRUKTUR MODAL PERUSAHAAN NON KEUANGAN YANG TERDAFTAR DI BURSA EFEK INDONESIA Dewi, Wulansari; Lestari, Henny Setyo
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.809

Abstract

This research discusses whether there are effect of capital structure on leverage. Independentvariable consist of firm size, firm growth, tangibility of assets, profitability, and risk. Dependentvariable divided into 3 indicators such as total debt ratio, long term debt ratio, and short termdebt ratio. The study consisted of 164 nonfinancial industries, which was obtained from officialwebsite of Indonesia Stock Exchange (http://www.idx.co.id). The sampling method used in thisstudy was purposive sampling and data analysis method used for hypothesis testing is linearregression analysis. The results of hypothesis testing showed that there is influence betweencapital structure on total debt ratio and short term debt ratio. But not too significantly to longterm debt ratio. The contribution of this study hopefully can help managers and investors aliketo make a right decision in nonfinancial industry in Indonesia.Keywords: capital structure, growth, long term debt ratio, risk, ROA, short term debtratio, size,tangibility of assets, total debt ratio.
MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH Dewi, Yunita Nila
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.797

Abstract

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company.This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction.Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty
PENGARUH EVENT SERVICE QUALITY, EVENT COST DAN EVENT CONVIENIENCE TERHADAP EVENT VENUE SATISFACTION DI JAKARTA CONVENTION CENTRE Zulkarnain, Arif
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.805

Abstract

The purpose of this research was to show how value equity and its subdimentiosnof service quality, cost, and convenience drive customer satisfaction among visitors whoare attending events attending events at Jakarta Convention Centre.The design of this research applies a survey to interview the customers for testingthe hypothesis. Meanwhile the required data consist of four variables are event servicequality, event cost and event convenience as dependent variable and event venuesatisfaction as independent variable. The aggregate numbers of customer being respondentof the study are 117 customer.Data analysis used in this research was consists of Structural Equation Modellingby AMOS 6.0 as software. The result of this research concludes that perceived service fromthe visitor of Jakarta Convention Centre should be considered by the management becausein fact most of respondents show the low level of satisfaction from point service quality tounderstand the expected service to achieve event satisfaction.Keywords : event service quality, event cost, event convenience and event venue satisfaction
PENGARUH RANCANGAN SITUS, HARGA, KEPERCAYAAN DAN KEAMANAN TERHADAP PEMBELIAN PRODUK FASHION MELALUI ONLINE SHOPPING Wijaya, Megawati; Jasfar, Farida
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.798

Abstract

The increasing use of Internet provides an emerging prospect for online retailers, especially on fashion product. Online retailers need to know factors that affecting customer to buy online, then they can further develop their marketing strategies to convert potential customer. The objective(s) of this research was to analyze the effect of website design,price, trust and security on purchase of product fashion through online shopping. This study used Multiple Regression Analysis. The method used is Simple Random Sampling. 130 samples is chosen randomly from lectures and students of Trisakti University, Jakarta. The results show that there is positive influence of website design, trust andsecurity on purchase of fashion product through online shopping, but there is no positive influence of price on purchase of fashion product through online shopping.Keywords : Website Design, Price, Trust, Security, Online Shopping
ANTESEDEN DARI KESETIAAN MEREK Triyani, Iin; Kristaung, Robert
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.806

Abstract

Purpose of this research is to analyze the effects of service quality, price, purchase decision,perceived quality, design, and store environment on brand loyalty at Beauty Salon in JakartaTheoretical model that used in this study is the hypothetical testing method, that means toexamine is there the direct effect of service quality, price, purchase decision, perceived quality,design, and store environment on brand loyalty at Beauty Salon in Jakarta using the MultipleRegressions and ANOVA One Way Method.Result of this study states that: (1) There is the positive influence of service quality on brandloyalty; (2) There is the positive influence of price on brand loyalty;(3) There is the positive influence of purchase decision on brand loyalty; (4) There is the positiveinfluence of perceived quality on brand loyalty; (5)There is the positive influence of design onbrand loyalty; (6) There is the positive influence of salon environment on brand loyalty; and(7)There is difference of brand loyalty between mall beauty salon, housing beauty salon, andsettlement beauty salon.Managerial implications of this study is that management must consider many factors that caninfluence service quality, price, purchase decision, perceived quality, design, and salon storeenvironment on brand loyalty at beauty salon in Jakarta in efforts to build and enhance thebrand loyalty.Keywords : Service quality, price, purchase decision, perceived quality ,design, SaloonEnvironment, Brand Loyalty, Beauty Salon.

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