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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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Search results for , issue " Vol 8, No 1 (2015): Maret" : 10 Documents clear
PENGARUH KEPEMIMPINAN TRANSFORMASIONAL TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) MELALUI PEMBERDAYAAN KARYAWAN DARI BEBERAPA FAKULTAS DI UNIVERSITAS TRISAKTI JAKARTA Susanto, Eko
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1403

Abstract

This research is about “The Effect of Transformational Leadership On Organizational CitizenshipBehavior Mediated by Employee Empowerment Employees On Faculty of Law, Faculty of CivilEngineering and Planning, and Faculty of Landscape Architecture and Technic Environment TrisaktiUniversity Jakarta”. The background of this study is to analyze the factors that can influence theOrganizational Citizenship Behavior Of Employees Faculty of Law, Faculty of Civil Engineeringand Planning, and Faculty of Landscape Architecture and Technic Environment Trisakti UniversityJakarta. The design of this research using primary data obtained by distributing questionnairesto 114 Employees Faculty of Law, Faculty of Civil Engineering and Planning, and Faculty ofLandscape Architecture and Technic Environment Trisakti University Jakarta. Data analysis methodused in this research is Structural Equation Model (SEM). The results of this research concludedthat there is a positive influence on Transformational Leadership against Employee Empowerment,there is a positive influence on the Transformational Leadership against Organizational CitizenshipBehavior, and there is a positive influence on Employee Empowerment against OrganizationalCitizenship Behavior.Keywords: Transformational Leadership, Employee Empowerment, Organizational CitizenshipBehavior
PENGARUH CUSTOMER SOCIABILITY DAN CUSTOMER SERVICE EXPERIENCE TERHADAP WORD OF MOUTH POSITIF DI RUMAH SAKIT GIGI DAN MULUT TRISAKTI ., Rizki
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1408

Abstract

Purpose – Since positive word-of-mouth (WOM) is an expression of customer-actualizedvalue, the paper postulate that WOM is not only related to a holistic set of assessments ofthe service experience but also to the idiosyncratic nature of the individual customer. Inparticular, do socially oriented individuals have a greater propensity to engage in positiveWOM? The purpose of this paper is to test hypotheses that customer sociability as well as aset of dimensions of the total service experience, are antecedents of positive WOM. Thecontext studied is a dental treatment involving considerable personal meaning and implicationin the whole service process.Design/methodology/approach – A cohort of 120 patients arestudied post-treatment. Independent variables include the agreeableness and extraversion,other-oriented values, as well as dimensions of the service experience assessed by informationadequacy, pain and discomfort, patient-to-patient interaction, patient-to-personnelinteraction, and recovery outcomes. The dependent variable is the strength of positive WOMintentions.Findings – The sociability of patients as measured by their agreeableness,extraversion and other-oriented values is significantly related to the strength of positiveWOM intentions. Also, to varying degrees, all dimensions of the service experience areassociated with positive WOM intentions.Keywords: Sociability, Customer loyalty, Customer service experience, word of mouth
PENGARUH BRAND CREDIBILITY TERHADAP INFORMATION EFFICIENCY DAN RISK REDUCTION, SERTA DAMPAKNYA ATAS REPURCHASE INTENTION Faisal, Aekram
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1397

Abstract

This research conducted to know the influence of Brand Credibility to Information efficiency andRisk reduction, also the influence of Information efficiency and Risk reduction to Repurchaseintention. This research aimed to know the influence of Brand Credibility to Repurchase intentionthat mediated by Information efficiency and Risk reduction. The methodology of this research istesting hypothesis research. The sample collecting by questionnaire of 150 respondents fromStarbucks Coffee who visit Starbucks Coffee minimum 2 times in the last 2 months. The samplecollection tchenique used in this research is purposive sampling. The analysis tool is structuralequation model (SEM). The result of this research showed there is an influence of brand credibilityto information efficiency, also found the influence of brand credibility to risk reduction, theinfluence information efficiency to repurchase intention, and influence risk reduction to repurchaseintention. This research conducted in the limited field, that is Starbuck Coffee in West Jakarta areaonly and this research do not put others variables such as related variable to Brand credibility. Theimplication of this reseach is manager able to apply marketing strategy to improve repurchaseintention. This research able to be as reference for marketing to apply the strategy to improvetheir selling.Keywords: Brand Credibility, Information efficiency, Risk reduction, Repurchase intention
ANTESEDEN DAN KONSEKUENSI DARI BRAND TRUST PADA PELANGGAN PUSAT KESEHATAN MASYARAKAT DI PAPANGGO II Paska, Irena
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1404

Abstract

The background of this research refers to a previous study conducted by Kemp et al., (2012). Theobjectives of this research was to determine whether the Brand Trust has an influence on theAffective Commitment and Affective Commitment to Brand Advocacy on public health services.The design of this research applies primary data obtained by distributing questionnaires directlyto the 200 users of health services in a community health center in Jakarta. Data analysis used inthis research was Structural Equation Model (SEM). The results of this research conclude thatthere is a positive influence on Brand Trust Affective commitment. There is a positive influenceaffective commitment to Brand Advocacy.Keywords : Brand trust, Affective Commitment, Brand Advocacy
ANTESEDEN DAN KONSEKUENSI DARI CUSTOMER SATISFACTION PADA RUMAH SAKIT UMUM DAERAH DI SURABAYA Purnomo, Sri Mulyono Joko Purnomo
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1399

Abstract

The background of this study was to entrust the health services to hospitals on quality, consumers willhave the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positiveassessment of the brand can lead customers into believing the services provided so that the companybelieves this attitude that led to patient satisfaction and intent to return again using the sameservice.Customer satisfaction is the impact of the quality of the results, the quality of the interaction,the quality between the patient and the patient and medical personnel. When quality reliable whichhas prestige in this regard may lead the consumer to use the services and then the attitude of loyalty isformed. With the level of consumer loyalty can deliver a positive attitude towards the Hospital thatconsumers can trust and become advocates in maintaining quality. The aim of this study was toanalyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Qualityto create the Customer Satisfaction which would impact on Customer Loyalty. This study design usinghypothesis testing aims to examine the relationship between the variables studied. a sample of 150patients were examined you ever come to hospitals Surabaya. The sample used was purposivesampling. The model used is based on research criteria. Analysis of the data used in this study werecollected by using questionnaires, by providing a written statement to the respondent. In addition, therespondents to respond to the statement given. Questionnaires were administered closed and wherethe answer is already available, In this study before distributing questionnaires to test the validity andreliability of research instrument to get a measuring instrument valid and reliable. Results of this studyconcluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significantimpact on Customer Satisfaction. Customer Satisfaction positive and significant impact on customerloyalty. Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, theservice pleasant, decent and positive so that the patient or the consumer will invite friends and familyto seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tellothers things -it is good about the hospital in Surabaya. If consumers hear bad news or negative aboutthe hospital in Surabaya, consumers will straighten that is not good news because consumers are sureto invite friends and family to the hospital in Surabaya for treatment.Keywords : Quality outcomes, interaction quality and peer-to-peer quality, customer satisfaction andcustomer loyalty.
ANTESEDEN CUSTOMER LOYALTY PADA LOW COST CARRIER AIRLINE Harlan, Marcella
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1405

Abstract

The background of this research was Customer loyalty as a competitive advantage in serviceindustry.The design of this research applies a survey toward unit of analysis on Low Cost CarrierAirline to interview the passanger for testing hypothesis. Meanwhile the required data consist offive variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, CustomerLoyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysisused in this research was consists of Path Method by AMOS 22.0 as software. The result of thisresearch conclude that variable of Recovery Satisfaction, Corporate Social Responsibility haspositive effect to Customer Trust; Recovery Satisfaction, Corporate Social Responsibility has positiveeffect to Customer Loyalty; and Customer Trust has positive effect to Customer Loyalty.Keywords: Service Recovery Satisfaction, Corporate Social Responsibility, Customer Trust,Customer Loyalty, Low Cost Carrier Airline.
HUBUNGAN PERCEIVED ORGANIZATIONAL SUPPORT TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR MELALUI ORGANIZATIONAL COMMITMENT PADA BEBERAPA PUSKESMAS DI DKI JAKARTA Sari, Catalia Rafsiah Sari
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1400

Abstract

This research refers to a previous study conducted by Nicolas Raineri et al., (2012). This research is about “The Impact of Perceived Organizational Support to Organizational Citizenship Behavior mediated by Organizational Commitment on some health centers in Jakarta”. The background of this research is to analyze the Organizational Citizenship Behavior as determining factors of motivation in the health care industry. The purpose of this researchwas to examine the relationship Perceived Organizational Support on Organizational Citizenship Behavior through Organizational Commitment. The design of this research using primary data obtained by distributing questionnaires to 100 employees medical and nonmedical health center in Jakarta.. Data analysis method used in this research is Structural Equation Model (SEM). The results of this research concluded that there is a positiverelationship Perceived Organizational Support on Organizational Citizenship Behavior through Organizational Commitment.Keywords: Perceived Organizational Support, Organizational Citizenship Behavior,Organizational Commitment
PENGARUH GAYA KEPEMIMPINAN TERHADAP KOMITMEN ORGANISASI MELALUI ASPEK KEPUASAN KERJA KARYAWAN DAN KEPERCAYAAN PADA SEKTOR PERBANKAN Zahra, Nina
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1406

Abstract

This research refers to the previous research which has done by Chiang and Wang (2012)and also completed by Kalber and Cenker (2007). This research is about “the impact of leadershipstyle on organization commitment mediating by job satisfaction and trust on employed at banksectors”. The background of this research is to know the impact of leadership style on organizationcommitment. The purpose of this research is to examine the impact of leadership style onorganization commitment mediating by job satisfaction and trust. The research is using primarydata by spreading questionnaires to 250 employes of banking sectors in DKI Jakarta, such as:Bank Mandiri, Bank Negara Indonesia, Bank Jabar, Bank Bukopin and Bank Central Asia during2015, however there are 201 questionnaires were returned. The method of data analysis used isStructural Equation Model (SEM). The result of this research concludes that there are positiveimpacts of leadership style on organization commitment mediating by job satisfaction and trust.Keywords: Leadership Style, Job Satisfaction, Trust, Organization Commitment, Banking Sectors.
PENGARUH JOB EMBEDDEDNESS TERHADAP KEPUASAN PELANGGAN Deafridhininetri, Muhammad
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1402

Abstract

Using a new construct, Job Embeddedness (JE), from the business management literature,this study examines the effects of JE on Job Performace (JP) and Costumer Satisfaction (CS)at PT. Bayer Indonesia. Samples from the company at PT Bayer Indonesia were collected bymailing a questionnaire survey to those who agreed to participate.The results of this studyindicate that the following variables have a significant impact on Job Embeddedness Fit,Links, Sacrifice, Job Performance and Costumer Satisfaction.The study suggests that the PTBayer Indonesia can improve JP by influencing its JE, specifically, by developing fit, links andsacrifice. The study provided that it is necessary to pay more attention to the dimensions of JEas a key source for organizations to enhance the competitive advantage which is of primesignificance for JP and CS. JE is valuable for evaluating employee retention in PT BayerIndonesia. The study observes that there is a critical shortage of JE and that a greaterunderstanding of the factors that influence the JP, including fit, links and sacrifice, is of greatimportance. Therefore, this study is to examine the relationship between JE, JP and CS amongemployees at PT Bayer Indonesia.Keyword: Job Embeddedness, Job Performance and Costumer Satisfaction
PENGARUH REPUTASI KLINIK DOKTER GIGI TERHADAP REKOMENDASI DAN LOYALITAS PASIEN Rahmilia, Yuni
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1407

Abstract

The purpose of this paper is to highlight the influence reputation of dental clinic torecommendations and patient loyalty..The objectives of this research was : (a) the positiveeffect of perceived value to customer satisfaction, (b) the positive effect of customer satisfactionto loyalty, (c) the positive effect of customer satisfaction to reputation, (d) the positive effectof customer satisfaction to recommendation, (e) the positive effect of reputation to loyalty, (f)the positive effect of reputation to recommendation, The design of this research applies aquestionnaire toward of patient as a customer in Dentist and Dentists dental clinic for testinghypothesis. Meanwhile the required data consist of five variables; perceived value, customersatisfaction, reputation, recommendation, and loyalty. The aggregate numbers of customerbeing respondent of the study are 100. Data analysis used in this research was consists ofSmart Partial Least Square Regretion as software. The result of this research conclude thatvariable of perceived value had a positive effect to customer satisfaction, variable of satisfactionhad a positive effect to loyalty, reputation, recommendation and variable of reputation had apositive effect to recomendation but reputation had negatif effect to loyalty.Keywords : Reputation, Recommendation, Loyalty

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