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All Journal Syntax Literate : Jurnal Ilmiah Indonesia Jurnal Bisnis dan Akuntansi Journal of Social Research Rudence: Rural Development for Economic Resilience Jurnal Ekonomi Trisakti Jurnal AKAL: Abdimas dan Kearifan Lokal Business and Entrepreneurial Review Jurnal Manajemen dan Pemasaran Jasa Media Riset Bisnis & Manajemen Dirkantara Indonesia

ASEP HERMAWAN

Fakultas Ekonom I Universitas Trisakti

Author-ID : 2386272

Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Transportation

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PENGARUH PERCEIVED QUALITY TERHADAP KESETIAN MEREK DAN CITRA MEREK Wisnu Wisnu; Asep Hermawan
Jurnal Manajemen dan Pemasaran Jasa Vol. 4 (2011): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The aims of this research is to explore interrelation of perceived quality toward brand loyalty and brand image in hotel industry. The research is based on recommendation of previous studies, the scale constructed to measure perceived quality, brand loyalty and brand image. The present study used sample of selected 100 actual guest of GrandTropic Suites Hotel Jakarta. Multiple Regression is used to test the model.The Findings in this research support the brand loyalty and brand image in hotel industry. The present study contributes to the understanding of customer-based brand loyalty and brand imageby examining the dimensionality of this construct. Further research should attempt to examine and compare brand loyalty and brand image among different hotel categories. The research shows that hotel managers should try to influence perceived quality, brand loyalty and brand image in their organization and design their service delivery process by considering relations between customer based brand loyaltyand brand image.Keywords: Hotel, Perceived Quality, Brand Loyalty, Brand Image.

ANTESEEDEN DAN KONSEKUENSI DARI SEVERITY OF OTHER CUSTOMER FAILURE Nina Budiwati; Asep Hermawan
Jurnal Manajemen dan Pemasaran Jasa Vol. 4 (2011): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm.The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction.The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which arecontrollability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregatenumbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software.The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of othercustomer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction,service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction.Keywords: Service recovery expectations, severity of other customer failure, and customer satisfaction

ANTESEDEN DAN KONSEKUENSI DARI PRICE SATISFACTION Steven Dharma; Asep Hermawan
Jurnal Manajemen dan Pemasaran Jasa Vol. 5 (2012): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this paper is to explore the antecedents and consequents of price satisfaction. It argues that price satisfaction is composed of several dimensions (price transparency, pricequality ratio, relative price, price confidence, price reliability, and price fairness) and that companies should consider these dimensions when monitoring customer price satisfaction.Based on a theoretical discussion of the price dimensions, a questionnaire is developed that measures customer satisfaction with individual price dimensions. Using structural equation model analysis, the impact of price satisfaction dimensions on overall price satisfaction is measured, using a sample of 100 respondent that also customers from several car workshops.The research was analyzed with Structural Equation Model to analyze the path effect between the variable to answer the hypothesis testing. Before doing the structural equation model, thedata was tested with instrument testing, consist of validity and reliability test. Goodness fit measure was also used to make sure that the structural equation model in good fit condition.The result showed that price satisfaction, price confidence, price quality ratio, price fairness, and price transparency have significant effect toward price satisfaction. The relative price variable didn’t have significant effect toward price satisfaction. For the price satisfaction toward word of mouth, also didn’t give significant result. Based on the measurement of price satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction and relative importance in different market segments and, consequently they are able to take the right measures to increase customer satisfaction and word of mouth.Keywords : Price satisfaction, word of mouth, car workshop.

Co-Authors Alfina Damayani Alfina Bachtia Usman Beta Oki Baliartati Beta Oki Baliartati Busnetty, Ida Catur Rahayu Martiningtiyas Dedi Hidayat Latifianisa Hayuningtyas Leo Candra Aji Nila Lestari Nila Lestari Nina Budiwati Nindita Dwinurfrinda Putri Novita Dian Sari Nuraini Chaniago Nuraini Chaniago Silvy Ananda Baisan Steven Dharma Syarfina Roza Triana Wisnu Wisnu Yowvy Harjanti

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