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All Journal Kinerja Jurnal Hospitality dan Manajemen Jasa International Journal of Supply Chain Management Petra International journal of Business Studies (IJBS) Jurnal Leverage, Engagement, Empowerment of Community (LeECOM)
Serli Wijaya
Program Manajemen Perhotelan, Fakultas Ekonomi Universitas Kristen Petra
Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Social Sciences Transportation

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ANALISA BUDAYA TIPPING DI HOTEL DILIHAT DARI PERSEPSI KARYAWAN DAN PENGARUHNYA TERHADAP JOB FAIRNESS DAN KUALITAS LAYANAN Sugiarto, Yulius Andrian; APRP, Imanuel Anugerah; Wijaya, Serli
Jurnal Hospitality dan Manajemen Jasa Vol 2 (2015): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (78.005 KB)

Abstract

Pemberian tip saat ini sudah merupakan hal yang umum dilakukan oleh masyarakat Indonesia terutama di industri pariwisata dalam bidang perhotelan. Berdasarkan fenomena tersebut, penulis ingin mengetahui apakah pemberian tip  berpengaruh terhadap job fairness dan kualitas layanan yang diberikan oleh karyawan hotel kepada tamu. Penulis mengambil karyawan front office dan food and beverage di Surabaya sebagai partisipan penelitian. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan wawancara sebagai metode pengambilan data. Sampel dari penelitian ini adalah 8 orang karyawan dari food and beverage department dan front office department di beberapa hotel di Surabaya. Hasil penelitian menunjukkan bahwa tip berpengaruh terhadap kualitas layanan yang diberikan oleh informan yang bekerja di front office department akan tetapi hal ini tidak memiliki pengaruh kepada informan yang bekerja di food and beverage department di Surabaya. Pada penelitian ini juga ditemukan bahwa working environment dapat mempengaruhi cara pandang informan terhadap sistem tipping.
Perumusan Alternatif Strategi Bersaing Budget Hotel di Surabaya : Pendekatan Blue Ocean Strategy Wardhani, Sellyna; Wijaya, Serli
Jurnal Hospitality dan Manajemen Jasa Vol 2 (2015): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (78.005 KB)

Abstract

Penelitian ini bertujuan menganalisa strategi bersaing yang pada umumnya digunakan oleh budget hotel, dan menemukan alternatif strategi bersaing untuk budget hotel di Surabaya melalui pendekatan blue ocean strategy. Metode penelitian yang digunakan adalah kualitatif eksploratif dan deskriptif, melalui wawancara kepada manajer beberapa budget hotel. Hasil penelitian menunjukkan bahwa secara umum, budget hotel masih menggunakan red ocean strategy untuk bersaing. Selain itu, diperoleh konsep techno-sustainable hotel sebagai hasil dari alternatif strategi bersaing.Penelitian ini bertujuan menganalisa strategi bersaing yang pada umumnya digunakan oleh budget hotel, dan menemukan alternatif strategi bersaing untuk budget hotel di Surabaya melalui pendekatan blue ocean strategy. Metode penelitian yang digunakan adalah kualitatif eksploratif dan deskriptif, melalui wawancara kepada manajer beberapa budget hotel. Hasil penelitian menunjukkan bahwa secara umum, budget hotel masih menggunakan red ocean strategy untuk bersaing. Selain itu, diperoleh konsep techno-sustainable hotel sebagai hasil dari alternatif strategi bersaing.
Perumusan Alternatif Strategi Bersaing Budget Hotel di Surabaya : Pendekatan Blue Ocean Strategy Wardhani, Sellyna; Wijaya, Serli
Jurnal Hospitality dan Manajemen Jasa Vol 2 (2015): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Penelitian ini bertujuan menganalisa strategi bersaing yang pada umumnya digunakan oleh budget hotel, dan menemukan alternatif strategi bersaing untuk budget hotel di Surabaya melalui pendekatan blue ocean strategy. Metode penelitian yang digunakan adalah kualitatif eksploratif dan deskriptif, melalui wawancara kepada manajer beberapa budget hotel. Hasil penelitian menunjukkan bahwa secara umum, budget hotel masih menggunakan red ocean strategy untuk bersaing. Selain itu, diperoleh konsep techno-sustainable hotel sebagai hasil dari alternatif strategi bersaing.
STUDI EKSPLORATIF MOTIVASI BERWIRAUSAHA SKALA MIKRO SEKTOR JASA MAKANAN DI SURABAYA Wijaya, Serli; Winargo, Tessa L.L
KINERJA Vol 20, No 2 (2016): Kinerja
Publisher : Faculty of Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v20i2.838

Abstract

AbstractThe number of micro and SMEs in Surabaya has been growing significantly during the past few years. The purpose of this study was to explore the underlying factors influencing the entrepreneurial motivation amongst those who operate their micro-scale business in the food service sector in Surabaya. Adopting push and pull motivation construct, the questionnaire containing motivational questions was developed. The data was collected from a survey to 100 participants who have operated their businesses located in various traditional culinary centres in Surabaya. Overall, the result revealed eight new factors influencing entrepreneurial motivation. Respondent dissatisfaction with previous job was the only push factors while the other seven factors, namely: 1) economical drive; 2) self-efficacy; 3) self-esteem; 4) social responsibility; 5) freedom to manage business; 6) passion for the job; and 7) look up at role models; were found as the pull motivational factors.Keywords: entrepreneurial motivation, micro-scale entreprises, push-pull motivation, foodservice
WORKING SHIFT DIFFERENCES AND THEIR EFFECTS ON EMPLOYEES’ JOB FATIGUE LEVELS: AN EMPIRICAL EVIDENCE FROM HOTEL INDUSTRY IN SURABAYA Alvionita, Ch Priscillia; Angelina, T Frederica; Wijaya, Serli
KINERJA Vol 19, No 1 (2015): Kinerja
Publisher : Faculty of Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v19i1.533

Abstract

Bisnis pada sektor jasa memiliki keunikan tersendiri dalam pengelolaan karyawannya. Pembagian jam kerja yang sesuai menentukan tingkat kualitas dari bisnis tersebut. Studi ini meneliti pengaruh perbedaan shift kerja terhadap tingkat kelelahan karyawan pada industri perhotelan di Surabaya. Metode penelitian yang digunakan adalah ANOVA. Hasil analisis memperlihatkan bahwa responden yang bekerja pada shift pagi dan siang menunjukkan tingkat kelelahan kerja yang berbeda secara signifikan dibandingkan dengan merekayang bekerja pada shift malam, khususnya dalam hal kelelahan emosional, kelelahan umum dan kelelahan keterampilan.Kata Kunci: shift kerja, kelelahan kerja, hotel, Surabaya.
Culinary Experience Towards Behavioral Of Domestic Tourists in Solo and Bandung, Indonesia Kristanti, Monika; Jokom, Regina; Wijaya, Serli; Widjaja, Deborah C
KINERJA Vol 22, No 2 (2018): KINERJA
Publisher : Faculty of Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (895.551 KB) | DOI: 10.24002/kinerja.v22i2.1813

Abstract

Solo and Bandung are two of the five major gastronomic destinations in Indonesia that are chosen by the Ministry of Tourism and Creative Economy . This research aimed to evaluate the effects of culinary experience quality towards behavioral intention through culinary experience satisfaction and destination experience satisfaction. A questionnaire involving 200 domestic tourists was completed and analyzed by using PLS path modelling. The findings indicate that culinary experience quality significantly influences culinary experience satisfaction, however it will not significantly influence the satisfaction from destination experience. Moreover, it is also found that culinary experience satisfaction in Solo and Bandung does not have a significant effect on destination experience satisfaction. In addition, destination experience satisfaction has a positive and significant impact on domestic tourist’s behavioral intention, while, culinary experience satisfaction does not significantly influence their behavioral intention.Keywords: Culinary Experience Quality, Culinary experience satisfaction, Destination experience satisfaction, Tourist’s Behavioral intention.
FAKTOR – FAKTOR YANG MEMPENGARUHI MOTIVASI GENERATION Y UNTUK BERKARIR DI HOSPITALITY INDUSTRY Widjaja, Stefanus Dimas; Santoso, Ruben Wahyu; Wijaya, Serli; Harianto, Agung
Jurnal Hospitality dan Manajemen Jasa Vol 4, No 2 (2016): Jurnal Hospitality dan Management Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (564.149 KB)

Abstract

Penelitian ini bertujuan untuk menganalisa faktor – faktor yang mempengaruhi motivasi Generation Y untuk berkarir di hospitality industry. Data yang terkumpul dari online survey yang dilakukan terhadap 119 alumni program Manajemen Perhotelan Universitas Kristen Petra diolah menggunakan teknik Exploratory Factor Analysis (EFA) dan didapati 9 faktor baru yang terbentuk yang mempengaruhi motivasi responden untuk memutuskan berkarir dan tidak berkarir di hospitality industry. Faktor Work – Life Balance memiliki kontribusi terbesar dalam mempengaruhi motivasi responden Generation Y untuk berkarir di hospitality industry sedangkan faktor Work Environment memiliki kontribusi terbesar bagi responden yang memutuskan tidak berkarir di hospitality industry.This study aimed to analyze the factors that affect Generation Y to have a career in hospitality industry. Data were collected from an online survey to 119 respondents of the alumni Hotel Management Program Petra Christian University. Exploratory Factor Analysis (EFA) technique was applied and found that there were 9 new form factors that influenced respondent’s career motivation in the hospitality industry. Work – Life Balance has the largest contribution that affecting Generation Y motivation to have a career in hospitality industry whereas working environment was the mos dominant factor that affected the respondents to no have a career in the hospitality industry.
THE EFFECT OF SWITCHING COST AND PRODUCT RETURN MANAGEMENT ON REPURCHASE INTENT: A CASE STUDY IN THE B2B DISTRIBUTION CHANNEL CONTEXT IN INDONESIA Lesmono, Stanley Utomo; Santoso, Thomas; Wijaya, Serli; Jie, Ferry
International Journal of Supply Chain Management Vol 9, No 2 (2020): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (555.23 KB)

Abstract

Business-to-Business (B2B) market normally deals with fewer customers; thus it creates a close relationship between customers and sellers. This relationship must be managed in a way so that it can encourage customer willingness to purchase again. As such, switching cost risk will become less as the customers keep buying from the same channel. At the same time, good return management system also plays an important role for stimulating re-purchase intent in addition to other factors such as customer satisfaction and customer value. This study aimed to analyse the effect of switching cost and product return management on re-purchase intent with customer satisfaction and customer value playing as moderating variables. Company A, a wholesaler that operates in the construction building material business in East Java was selected as the case study object for examining the relationships among the measured concepts. The survey was completed in three cities in which 200 retail stores of Company Aâ??s customers are located The result showed that switching cost and product return management both had a significant effect on retailersâ?? re-purchase intent. Meanwhile, customer value as a moderating variable did not have a significant effect on how switching cost and product return management affecting re-purchase intent. In addition, customer satisfaction had a significant effect on how switching cost influencing re-purchase intent.
The Role of Emotional Brand Attachment and Customer Trust in Enhancing Customer Experience’s Effect on Customer Loyalty Towards Beauty Clinics in Surabaya Sari, Endah Kartika; Wijaya, Serli
Petra International Journal of Business Studies Vol 2 No 1 (2019): JUNE 2019
Publisher : Master of Management Study Program, Faculty of Business and Economics - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/ijbs.2.1.18-26

Abstract

The growth of beauty and personal care products users in Indonesia has been increasing significantly in the past five years, higher than the indutry’s growth globally. This fact shows that cosmetics and skincare business in the country has a positive outlook in the years ahead. The increasing number of beauty clinics brands in the market has led to the more intense competition. Consumers are offered with more options to treat themselves better through personal care and beauty services. In order to survive in today’s competitive industry, customer loyalty becomes a paramount. Literature has shown that customer loyality is formed by many factors such as experience, trust and emotional attachment between the customers and the services providers. This study aimed to investigate the influence of customer experience on customer loyalty towards beauty clinics in Surabaya by examining the aspects of customers’ emotional brand attachment and trust. The results showed that there was a positive and significant effect of customer experience on emotional brand attachment and customer trust, which in turn, leading to a significant and positive effect on customer loyalty.
Transformational Leadership in The Hotel Industry: A New Look at The Service-Profit-Chain Concept Teguh, Evelyn Devina; Devie, Devie; Wijaya, Serli
Petra International Journal of Business Studies Vol 3 No 2 (2020): DECEMBER 2020
Publisher : Master of Management Study Program, Faculty of Business and Economics - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/ijbs.3.2.98-109

Abstract

Employee engagement is essential to the Service-Profit-Chain concept as the factor to produce high quality service that would meet or exceed customer expectations. However, despite its suggested advantages, limited knowledge is known about what causes employee engagement. This study attempts to understand the Service-Profit-Chain concept more comprehensively, by encompassing transformational leadership as the preceding factor to employee engagement. It aimed to examine the role of transformational leadership in shaping employee engagement and service quality which lead to financial performance. The sample groups taken were among the star-rated hotels located in Surabaya, Indonesia. Each hotel was represented by three groups namely: hotel managers, staff, and hotel customers. The Partial Least Square-SEM method was applied to evaluate the hypothesized model. The results revealed that the effect of transformational leadership on financial performance is mediated by employee engagement. However, service quality cannot mediate the effect of transformational leadership on financial performance. It is interesting to note that Service-Profit-Chain has some limitations in practice, depending on the organization’s strategy. This study is among a few attempts to contribute to a better understanding of the Service-Profit-Chain concept application, with transformational leadership as the factor preceding employee engagement specifically in the hotel industry. It founds that the application of Service-Profit-Chain concept in the hotels have some constraints related to the business strategy that hotels select to penetrate the market.
Co-Authors Agung Harianto Andilas, Devi Destiani Anik Juniwati Ch Priscillia Alvionita, Ch Priscillia Chandra, Gunawan Adi Devie Devie Evelyn Devina Teguh Ferry Jie, Ferry Gladys, Gladys Ika Agustin, Ika Imanuel Anugerah APRP, Imanuel Anugerah Livia, Astrid Maya Widjaja Monika Kristanti Regina Jokom Rudy Setiawan Santoso, Ruben Wahyu Sari, Endah Kartika Sellyna Wardhani, Sellyna Stanley Utomo Lesmono T Frederica Angelina, T Frederica Tansi, Michelia Tessa L.L Winargo, Tessa L.L Thomas Santoso Widjaja, Deborah C Widjaja, Deborah C. Widjaja, Stefanus Dimas Yulius Andrian Sugiarto, Yulius Andrian