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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 5 Documents
 1 
Search results for , issue "Vol. 4 (2011): (Edisi Khusus)" : 5 Documents clear
PENGARUH GENDER, COMMITMENT, COMMUNICATION, DAN CONFLICT HANDLING TERHADAP CUSTOMER LOYALTY PADA SALAH SATU BANK SWASTA DI INDONESIA Setiawan Jatmiko
Jurnal Manajemen dan Pemasaran Jasa Vol. 4 (2011): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (250.938 KB) | DOI: 10.25105/jmpj.v4i1.483

Abstract

The background of this research is how to winning the competitions in banking industry sector, build a relationship and make customers to be loyal, to makes banking managers must strive to develop their strategy to achieve customer loyalty. The objectives of this research is to investigate the effect of gender, commitment, communication and conflict handling on customer loyalty in Indonesian private banking. A theoritical framework was developed to test the effect among the study construct. The design of this research applies to one of the biggest local bank in Indonesia and the questionares were spreaded away to 150 respondents / customers from 4 branches in Jakarta and by using purposive sampling. The results of this research show that gender does not significantly effect on customer loyalty but commitment, communication and conflict handling are significantly effect on customer loyalty.Keyword : gender, commitment, communication, conflict handling and customerloyalty
EFEK KOMITMEN MANAJEMEN PUNCAK TERHADAP PERILAKU PELAYANAN KARYAWAN DENGAN KEPUASAN KERJA SEBAGAI VARIABEL MEDIASI Nina Agustina; Andreas W. Gunawan Putra
Jurnal Manajemen dan Pemasaran Jasa Vol. 4 (2011): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (239.437 KB) | DOI: 10.25105/jmpj.v4i1.484

Abstract

The purpose of this paper is to examine the impact of management commitment to service on employee service behaviors and to develop and test a conceptual model of the antecedents and consequences of job satisfaction in the hospitality industry. The conceptual framework consists ofthe following constructs: management support, reward, empowerment, training, job satisfaction, extra role customer service behavior and cooperation. Moreover, six (6) hypotheses were developed and tested. Instrument test of validity and reliability used to test the validity of themeasures, while multiple regression was used in hypotheses testing. Data were collected from110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat. Strong support was found for 1 of the 6 hypotheses. Findings reveal that management support has positive effects on job satisfaction. It is shown that reward, empowerment, training are notrelated to job satisfaction. Moreover, it is demonstrated that the two dimensions of service behavior – extra-role customer service behaviors and cooperation also are not related to jobsatisfaction. Importantly, it is found that job satisfaction can be created from employee servicebehavior as the school is applying the management support to the employees.Keywords: school, management commitment, management support, employee job satisfaction,service behaviors
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

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (232.999 KB) | DOI: 10.25105/jmpj.v4i1.485

Abstract

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.
KETERKAITAN ANTARA PERCEIVED QUALITY,KESADARAN MEREK, KESETIAAN MEREK DAN CITRA MEREK Dedi Hidayah
Jurnal Manajemen dan Pemasaran Jasa Vol. 4 (2011): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (299.142 KB) | DOI: 10.25105/jmpj.v4i1.486

Abstract

As the retail market is still emerging on the last decade, naturally, the competition among players becoming more challenging. Empowering all the resource of the organization as added values would be the strategy to win the targeted market. Brand equity is one of valuable assets of the company since its ability to gain market share against these rivals, and the ability to keep customers by building brand loyalty which can in turn reduce marketingcosts.The purpose of doing this study is to explore the interrelation of four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in modern store industry, and improve the conceptualization of customer-based modern store brand equity.The research design used in this study is the hypotheses testing. The type of relationship between the variables in this study is the co relational research, because the researchers are interested in explaining the important variables related with the problems. The hypothesistesting was done by using Structural Equation Modeling (SEM) with the support of Amos version 7.0.This study is using primary data. The data was collected by questionnaire technique, by giving the written statements to the respondents. And then, the respondents gave their feedback about the statements given. The answers have been available.Keywords: Brand awareness, brand loyalty, perceived quality and 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

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (135.745 KB) | DOI: 10.25105/jmpj.v4i1.487

Abstract

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

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