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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. 2 (2008): September" : 4 Documents clear
PENGARUH RELATIONSHIP MARKETING STRATEGY DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL MOBIL TOYOTA Marietje Carolien Nanulaitta
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 2 (2008): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1269.362 KB) | DOI: 10.25105/jmpj.v1i2.535

Abstract

The background of this research was customer relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of the analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. The Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. Data analysis used in this research was multiple regression. The result of this research concludes that relationship marketing strategy and service quality in car repair significantly affect to customer satisfaction.Keywords: Relationship marketing strategy, Service quality, Customer satisfaction
ANTECEDENCE DAN CONSEQUENCES DARI SATISFACTION WITH RECOVERY TERHADAP FUTURE COMPLAINT INTENTIONS Franciskus Maya Praba
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 2 (2008): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1033.132 KB) | DOI: 10.25105/jmpj.v1i2.536

Abstract

The background of this research is managers need to analyze that customer service failure can arise customer complaint. It must be managed by service recovery to get customer satisfaction. Future complaint intentions has relationship with customer satisfaction. Every company need to investigate which is the compatible perceived justice to applied. The objective of this research is to investigate service recovery effects toward customer satisfaction, especially perceived justice ( interactional, procedural, distributive ) and how justice effects customer satisfaction and future complaint intentions. The design of this research applies to customer Bank BCA in Semarang which is has variants occupation and the questionnaires were spreaded away to 100 respondents by using purposive sampling. The result of this research are interactional justice and procedural justice has more influence on future complaint intentions. Despite, distributive justice and satisfaction with recovery decrease future complaint intentions.Keywords: Antacedence, satisfaction with recovery, future complaint intentions
PENGARUH CITRA, KUALITAS PELAYANAN, DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK Julia Hadisurya
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 2 (2008): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (937.721 KB) | DOI: 10.25105/jmpj.v1i2.1211

Abstract

Regarding the growth of banking industry in Indonesia. As we all know, after the economic crisis in 1998 many banks bankrupt and the economic growth after that is not enough significant to return to the bank years in 1990-1995.The objective: How the customer reaction regarding the effort bank to maintain them such as prize, service quality, facility and others.Research design: This research applies non specific bank's customers. The questioner distributed to various places to get various opinion from customers. Data analysis uses in this research was using statistic LISREL 8.7 program. This program tested the customer option toward the hypotheses. The results: Image, services quality and satisfaction give direct impact to the customer loyalty. The bank should carefully take these three factors if they would like to maintain their customer.Keywords: Images, Service Quality, Satisfaction, Loyality.
KETERKAITAN PERCEPTION OF INTERNAL ENVIRONMENTAL UNCERTAINTY TERHADAP INTENTION TO CONTINUE Sri Vandayuli Riorini; Robert Kristaung
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 2 (2008): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1629.116 KB) | DOI: 10.25105/jmpj.v1i2.1601

Abstract

This research is observing about the Perception of internal environthental uncertainty to Service Performance, and then Service performance to Satisfaction, and then Satisfaction to Intention to Continue. Data was gathered by spreading the questionnaire to 130 respondents who manager from service industry to using provider mobile phone. The sampling technique was using a purposive sampling. The analysis tool used was Structural Equation Modeling using Amos version 16 software. The hypothesis testing result shows that Perception of internal environmental uncertainty has a negative effect to Service Performance, and Service performance has a positive effect to Satisfaction, later Satisfaction has a positive effect to Intentions to Continue. It is hoped for the next research to explore another services industry beside and also adds another variable which also has an effect to the variables observed by this research.Keywords : Perception of internal Environmental Uncertainty, Serv ce Performance, Satisfaction, Intention to Continue

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