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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 12, No 2 (2019): September" : 10 Documents clear
THE ROLE OF CITIZENSHIP BEHAVIOR OF ALUMNI TOWARDS THEIR ALMAMATER: A DRIVER OF FINANCIAL AND SOCIAL GIVING BEHAVIOUR Wulandari, Fitri
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.3760

Abstract

Specifically, the purpose of this study is to analyze the essence of both the direct or indirect role of alumni?s satisfaction with their alma mater. The higher alumni?s satisfaction will further encourage alumni?s involvement,and alumni?s engagementindicatesthat it will influence citizenship behavior,and its influence in increasing financial and social giving behavior. The samplesof this study arewere alumni of the Faculty of Economics and Business in Surakarta, with samplesof 161 alumni. Sample technique used in this study is anon-probability samplingbecause of the representation of large samples that need attention and the sample used is different for each level. Based on the research model built, the data are analysed by using the Structure Equation Model (SEM) and the opened questions are strengthen withinterviews with alumni. The results of the study explain that alumni?s satisfaction influence alumni?s involvement and alumni?s engagement. The results of the study also show that there is aninfluence of alumni?s involvement and alumni?s engagement towards citizenship behavior, and a influence citizenship behavior towards financial and social behavior.The result of this study supports the theory of discretionary collaborative behavior, where the effect of alumni satisfaction on alumni involvement is proven. This is indicated by path coefficients showing the strongest results. The results also showthat the effect of citizenship behavior on social giving behavior is greater than that of citizenship behavior on financial giving behavior.
PENGARUH COGNITIVE DAN AFFECTIVE ONLINE SHOPPING EXPERIENCE TERHADAP E-LOYALTY PADA GENERASI MILLENIAL YANG BERBELANJA DI SITUS BELANJA ONLINE Farida, Ida; Roesman, Renny Risqiani
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.4714

Abstract

The purpose of this study is to examine the effect of online customer shopping experience on electronic satisfaction, electronic trust and electronic loyalty. The online customer experience is divided into cognitive and affective online shopping experiences. Data was collected from 143 respondents. The Structural Equation Model method is used to analyze data using hypothesis testing.The results showed that the state of cognitive experience had a strong influence on e-satisfaction but the state of affective experience did not have a significant effect on e-satisfaction. E-satisfaction has a significant influence on electronic trust and loyalty.The managerial implications of this research is that e-satisfaction plays an important role in building consumer trust and loyalty. To build e-satisfaction, the perceived customer experience is necessary especially the experience that comes from experiential cognitive state obtained customer. The limitations of this study are in terms of numbers that are less representative so that further research is expected to expand the area used as the object of study and increase the number of respondents to the study so that the results obtained are expected to be better. 
INNOVATIVE BEHAVIOR ON MILLENNIALS: ANTECEDENT PROACTIVE PERSONALITY AND TASK CONFLICT WITH MODERATING JOB AUTONOMY Yulianti, Praptini; Arifien, Fardian Putra
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.4358

Abstract

The objective of this study is to examine the influence of proactive personality on innovative behavior with the mediating of task conflict and also moderating of job autonomy. This research sample is the whole millennial employees on the. PT Pertamina Operational Marketing Regions East Java, amount 172 millennials employee. Data collected with online survey. The result of this is that proactive personality significantly influences innovative behavior and task conflict partially mediates also job autonomy lowered the relationship between proactive personality and task conflict. The study implication isthatjob autonomy has an important role for millennials to reduce task conflict.
PREDICTION OF WORK STRESS, LEADERSHIP QUALITY, MOTIVATION OF WORK AND ORGANIZATION CULTURE TO WORK SATISFACTION AND IMPACT ON TURNOVER INTENTION EMPLOYEES Buda Prasada, Pande Putu; Sawitri, Ni Nyoman
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.3758

Abstract

This research aimed to analyze and predict how work stress factors, quality of leadership, work motivation, organizational culture, and job satisfaction affect the turnover intention. Observations on this research were conducted on 150 employees in national companies engaged in satellite-based telecommunications. Data were collected by using questionnaire. The analysis method used Structural Equation Model (SEM) with Partial Least Square(PLS) as an analysis tool. The research results showed that work stress and job satisfaction influence on turnover intention while the quality of leadership, work motivation, and organizational culture have no effect on turnover intention. Suggestions for future research and the company are outlined in the closing section.
ANTESEDEN BEHAVIORAL INTENTIONS PADA PENGGUNA JASA TRANSPORTASI BUS TARIF PREMIUM Soelasih, Yasintha; Gunawan, Reinandus Aditya
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.3872

Abstract

The purpose of this study is to examine service quality, location, and personal characteristic toward behavioral intentions of premium bus fare transportation. Therefore, this research emphasizes consumer behavior in the use of public transportation, especially premium ones. This study uses 217 data, which aredone by validity and reliability tests, and the hyphotheses are analyzed by usingstructural equation modeling (SEM). The results showed that service quality and location have an influence on behavioral intentions, while personal characteristics do not have an influence on behavioral intentions. The implication of this research is to pay attention to premium bus transportation providers in the selection of locations.
NEGATIVE FACTORS AND ITS EFFECT TOWARDS JOB SATISFACTION OF NURSES Ranihusna, Desti; Wulansari, Nury Ariani; Asiari, Dikha Karuma; Syahputra, Reza Enindra
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.5517

Abstract

The primary function of nurses in inpatient services is to provide optimal services for patients with serious illnesses.Therefore, nurses? job satisfaction should not be taken for granted. The role overload can influence job satisfaction at workplaces. The role overloaand job stress have negative effect. However, the nurses can still have job satisfaction, if the role overload is at low level. The other factor that influences job satisfaction is role ambiguity. The aim of this study is to analyze the factors that determine job satisfaction of nurses, work at the hospital and the job stress impacts on job satisfaction. The samples of this study were 170 respondents. This study applied quantitative design with path analysis. The role overload and job stress have negative and significant influence on job satisfaction. The role overload and role ambiguity have a positive and significant impact on job stress. The role ambiguity does not influence job satisfaction. Job stress mediates the role ambiguity to job satisfaction. The next research can develop variables that can mediate the influence of role ambiguity and role conflict on job satisfaction, for example, burnout and performance variables.
PENGARUH PSYCHOLOGICAL CAPITAL TERHADAP CAREER SUCCESS DENGAN JOB CRAFTING SEBAGAI VARIABEL MEDIASI Setyawan, Annisa Alfa
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.4835

Abstract

The study examined the relationship between psychological capital and career success with job crafting as mediating variable. This research spread the questionnaire surveying a sample of 200 employees from hospitality industry. Result from partial least square that psychological capital was positively associated with both subjective and objective indicators of career success. Job crafting resulted in higher levels of career success. Together, the findings highlight the role psychological capital and job crafting to facilitate career success employees, consistent using both self-report and significant otther ratings of psychological capital.
CONSTRUCTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BUSINESS Kristaung, Robert; Murtanto, Murtanto
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.5521

Abstract

This article aims to construct the dimensions of customer relationship management (CRM), which consists of processes, preferences, customization, readiness, and capability in the retail service industry. With a total sample of 257, the results of testing using Structural Equation Modelling show that the fifth dimension of CRM construction contributes significantly to the construction of CRM.The findingsof the study on the construction of CRM customizationshow that there is still a weaknesses in registering valuable loyal customers. The collapse of conventional retail business is caused by not putting the priority of detecting valuable old customers This weaknessbecomes the strength of online retailers who are able to get traditional retail customers to switch to online platforms. CRM customization is also a crucial managerial implication for conventional, digital retailers and digital-conventional retail formats.
DETERMINANT EFFICIENCY OF FINANCIAL INSTITUTIONS IN EMERGING MARKET Johan, Suwinto
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.4658

Abstract

The aim of this research is to analyze the determinants of non-bank financial institution efficiency. The non-bank financial industry is one of the main contributors to Indonesia economic growth during the last 15 years. The non-bank financial industry will the consumer finance company industry. The panel data used in this research is from 2001-2016.The non-bank financial industry is also measured as one the fastest raising industries in the last 16 years. Thesixmain financial ratios and related industry alliance impact the determinants of finance companies? efficiency. The financial ratios are firm size, capital structure, equity, asset ratio, income to total assets and cost to total assets. The empirical results show that the determinants of non-bank financial institution are income to total assets and cost to total assets. 
PERAN MEDIASI PERCEIVED USEFULNESS DALAM PLATFORM C2C E-COMMERCE Purwianti, Lily
Jurnal Manajemen dan Pemasaran Jasa Vol 12, No 2 (2019): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v12i2.3718

Abstract

The purpose of this research is to find out the factors that influence in C2C e-commerce. The sample of this study was people who had done online shopping This studyuses PLS in testing hypothesesusing 342 respondents. The results of this study indicate that independent, information quality, trust, perceived ease of use variables have influence on perceived usefulness. Another finding is perceived usefulness influencing on consumer participation (purchase intention, recommendation intention). 

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