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Luki Adiati Pratomo
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INDONESIA
Jurnal Manajemen dan Pemasaran Jasa
Published by Universitas Trisakti
ISSN : 02163780     EISSN : 24429732     DOI : 10.25105/jmpj
Core Subject : Economy,
Economics, Econometrics & Finance
Jurnal Manajemen dan Pemasaran Jasa is a peer reviewed and open access journal published by Lembaga Penerbit Fakultas Ekonomi dan Bisnis (LPFEB). This journal receives an original research paper and review paper which suitable with focus and scope.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 4 Documents
 1 
Search results for , issue "Vol. 1 No. 1 (2008): Maret" : 4 Documents clear
PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B Febry Adhiana
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1086.467 KB) | DOI: 10.25105/jmpj.v1i1.533

Abstract

Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government.Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals.Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling.Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.
ANTESEDENTS DARI CUSTOMER LOYALTI PADA JASA RESTORSAN Dine Hilana Mulyani
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1288.332 KB) | DOI: 10.25105/jmpj.v1i1.534

Abstract

The bald time sat, It could satisfact The obje time sr satisfacti loyalty The de# of this research applies a survey toward unit of analysis on one of famous brand full service re aurant while they waiting or having waiting listed at malls in Jakarta such Pondok lndah Mall, Plaza Indonesia and Plaza Senayan. The aggregate number of costumers being respondent of the study is 128.The reset rch finding concluded that antecedents which consist of perceived waiting time, had signifiCa effect to waiting time satisfaction and service satisfaction but positive mood and value attainme t only give moderate effect to service satisfaction and loyaltyKeyword : waiting time, costumer satisfaction, service satisfaction, loyalty, mood to loyalty and value att inment
PENGARUH PERCEIVED JUSTICE TERHADAP WORD OF MOUTH, TRUST DAN REVISIT INTENTION YANG DIMEDIASI OLEH RECOVERY SATISFACTION Sembodo Herry C
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (957.881 KB) | DOI: 10.25105/jmpj.v1i1.1210

Abstract

The purpose: of this study is to assess the relative influences of distributive (DJ), procedural (PJ), and interactional (Li) justice on customer satisfaction on service recovery and to examine the relationship between recovery satisfaction and subsequent customer relationships: trust, word-of-riwuth (WOM), and revisit intention.Methodology: On-site surveys were administered to collect data from insurance customer who bought, and experienced a service failure.Findings: The effect of DJ on satisfaction with service recovery was stronger than those of PJ and IL Since DJ, PJ, and II have significant effects on trust, WOM, and revisit intention through recovery satisfaction, recovery satisfaction was found to be an important mediating variable. In addition, the mediational role of trust between recovery satisfaction and WOM/revisit intention is substantial. Thus, in a case where strong trust is formed between the service provider and the customer, a long-term relationship can be expectedKeyword : Service failure, Service recovery, Complaint handling, Perceived justice, Trust, Revisit Intention, Word of Mouth
EFEK DOCTOR'S QUALITY OF CARE TERHADAP WORD OF MOUTH DAN REVISITED PATIENT YANG DIMEDIASI OLEH PATIENT SATISFACTION Wiwik Mayanti
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1710.777 KB) | DOI: 10.25105/jmpj.v1i1.1600

Abstract

A doctor must strive to provide health care as best as they could in order to create satisfied patient. The objective of this research is to investigate the effect of quality of care from the doctor and patient satisfaction in hospital, clinic. And the effect of patient satisfaction on word of mouth, then patient satisfaction can create revisited patient. A theoretical framework was developed to test the relationship among the study construct. The design of this research applies to hospital, clinic and the questionnaires were spread away to 100 respondents or patients from 2 hospital in Jakarta, bekasi and by using purpose sampling. The result of the research conclude that doctor's quality of care has a significant effect to patient satisfaction, and patients satisfaction hasn't a significant effect to word of mouth but patient satisfaction has a significant effect to revisited patient.Keyword: doctor's quality of care, patient satisfaction, word of mouth, revisited patient.

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