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Jurnal Manajemen dan Pemasaran Jasa

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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 228 Documents

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ANTESEDEN DAN KONSEKUENSI DARI KUALITAS HUBUNGAN Ali Faik
Jurnal Manajemen dan Pemasaran Jasa Vol. 5 (2012): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This antecedents and consequences research is from relationship quality aimedto analyze the use of relationship quality dimensions such as customer orientation,relational orientation, mutual disclosure and service providers attribute, that are will impact to share of purchase, relationship continuity dan word of mouth in certain service industry like restaurant. The method of this reasearch is convenience sampling by givingquestionnaires to D’Cost costumers in Gondangdia region, South Jakarta within one month with 185 respondents. The result of this emperical research is relationship quality in service industry D’Cost showed customer orientation has significant influence to relationsip quality, relational orientation has significant influence to relationship quality, mutual disclosure has significant influence to relationship quality, service providers attributes has significant influence to relationship quality. Whereas, relationship quality has significantinfluence to share of purchase, and relationship quality has influence to relationship quality mwhich influence word of mouth.Keywords : relationship quality, relational orientation, customer orientation, mutual disclosure, service providers, share of purchase, word of

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.

PENGARUH DUKUNGAN TOP MANAJEMEN, BUDAYA LAYANAN, DAN ORIENTASI PELAYANAN DALAM KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN Andreas Wahyu Gunawan; Mira Ferisca Beyer
Jurnal Manajemen dan Pemasaran Jasa Vol. 5 (2012): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this paper is to examine whether there is a relationship between variable stop management support, service culture and service orientation. Where is the service culture is antecedent of service orientation. This case, was also examined the relationship between service orientation, service quality, customer satisfaction and customer loyalty in starbucks coffee cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia. In this study, data were collected through surveys and structural equation modeling is used for data analysis. The number of samples as many as 100employees and 100 customers starbucks coffee that is divided in cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia and 100 customers of Starbucks Coffee. Factor analysis with SPSS and structural equation model with AMOS program used to test the hypothesis.The results of this study indicate that the support of top management, the service culture was positively related to service orientation and service quality. However, the service quality to customer satisfaction found a negative relationship.Then between customer satisfaction and customer loyalty is strong and positively related to each other.Keywords : Services, Organizational culture, Service quality, Satisfaction, Loyalty.

PENGARUH PERCEIVED VALUE AND PERCEIVED QUALITY TERHADAP KEPERCAYAAN KONSUMEN DI RUMAH SAKIT KARTIKA SARI Glory Budi Dharma
Jurnal Manajemen dan Pemasaran Jasa Vol. 5 (2012): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was consumer loyalty has become one of the principal lines of research in marketing. Some authors consider that studies oriented towards the analysis of perceived quality and satisfaction make sense in the framework of the explanation of purchasing loyalty, because customer loyalty has become the principal objective of firms.The objective (s) of this research was identifying the effect perceived value and perceived quality toward consumer’s trust honesty and consumer’s trust benevolence. The design of this research applies hypothesis testing to examine all hypotheses in this study. The method used in this study is multiple regressions between independent variables and dependent variable. Data analysis used in this research was collected by distributing questionnaires which were distributed on 110 respondents at Kartika Sari Hospital. There were 107 responses of which 100 completed and usable for analyzed by multiple regressions. The result of this research conclude that the professionalism, perceived quality, value monetary costs, value non monetary costs have positive and significant impact on consumer’s trust honesty dan consumer’s trust benevolence.Keywords : Sonsumer loyalty, Perceived value, Perceived quality, Satisfaction

PENGARUH WORD OF MOUTH DAN PERCEIVED VALUE TERHADAP REPURCHASE INTENTION DILIHAT DARI PERBEDAAN JENIS KELAMIN PASIEN PADA RUMAH SAKIT PERTAMINA Chrisnaldi Arif Zainal
Jurnal Manajemen dan Pemasaran Jasa Vol. 5 (2012): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Repeat business is important for service providers to be able to succeed in the current economic situation. Considering about the success of sales in General as seen from the number of repeat customers coming and still much cheaper cost to bring long term customers rather than looking for new customers, as well as developing efforts to redirect the customer to use the services ofhis return is critical for the continuity of the subject of a survival of a company. The goal of this research is to examine the behavior of post-consumer shopping includes word of mouth, perceived value, and repurchase intention in the sphere of business services. In addition, there is a gender role as moderator variables. Framework of the theory adopted from previous research to test each connection variables. An analysis of data before it has been revealed thatthere are gender influence of the relationship between word of mouth and perceived value of repurchase intention in the case study of a beauty salon. However, differences in the object of research, the number of samples, and the possible have different results. The findings in this study indicate that gender roles are not very significant in moderating relations word of mouth as well as the perceived value of repurchase intention. However, the perceived value and word of mouth have a significant influence in the repurchase intention. The result of this research has implications for the level of managerial hospital, in order to prevent negative news circulating among patients, second, to academics who want to develop a theory that advanced. Recommendations for further research are expected to be able to use the patients in otherHospitals as a comparison object of research, the addition of other variables also affect repurchase intention.Keywords; marketing, hospitality service, medical industry, Indonesia.

PENGARUH CORPORATE GOVERNANCE TERHADAP KINERJA PERUSAHAAN MANUFAKTUR YANG TERDAFTAR DI BURSA EFEK INDONESIA Susy Muchtar; Elsa Darari
Jurnal Manajemen dan Pemasaran Jasa Vol. 6 (2013): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this research is to determine the effect of corporate governance on the firm performance of companies listed in the Indonesia Stock Exchange.The sample examined in this research consist of 40 manufacturing companies in Indonesia Stock Exchange (BEI) from 2008 to 2012 using purpose sampling as its sample selection techniques. Independent variables from this research are board structure, board committees, board meetings, board size, executive directors and independent non-executive directors. Dependent variables are return on assets (ROA) and return on equity (ROE). The analysis method use are the classical assumption test, multiple regression, and the t test. the result of the t test showed, board structure has no effect on corporate performance as measured by return on assets (ROA), but a negative effect on company performance as measured by return on equity (ROE),board committees positive effect on the firm performance, board meetings had no influence on the performance of the company, board size has a positive effect on the firm performance, executive directors do not have an influence on the company’s performance as measured by return on assets (ROA) and return on equity (ROE), independent non-executive directors have a negative effect on corporate performance as measured by return on assets (ROA), but does not affect the company’s performance as measured by return on equity (ROE).Keywords: Corporate governance, firm performance, board structure, board committee, board meeting, board size, executive directors, independent non executive directors, return on asset, return on equity.

PENGARUH EVALUATIVE DIMENSIONS OF ADVERTISING TERHADAP BEHAVIORAL INTENTION MELALUI EMOTIONAL RESPONSES DAN PERCEIVED VALUE Stefanus Irvan
Jurnal Manajemen dan Pemasaran Jasa Vol. 6 (2013): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this research was to investigate how the company can win the competition and satisfied customers through the promotional activities that affect the behavioral intention. The design of this research applies a survey in Pizza Hut restaurant the customers for testing the hypothesis. Meanwhile the required data consist of three variables are evaluative dimensions of advertising as independent variable, emotional responses and perceived value as intervening variable. Finally, behavioral intention as dependent variable.The aggregate numbers of customer being respondent of the study are 150 customer. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. The result of this research conclude that people consider another customer’s failure to be the firm’s responsibility when they perceive that the failure is under the firm’s volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction.Keywords : Advertising, Behavioral Intention, Customer Satisfaction, EmotionalResponses, Perceived Value

PENGARUH MANAJEMEN KARIR TERHADAP KEPUASAN KARIS MELALUI KOMPETENSI PEGAWAI Hengky Pangestu
Jurnal Manajemen dan Pemasaran Jasa Vol. 6 (2013): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this research is to acknowledge the effect of a career management toward the career satisfaction through the career competency of the staff at Park Lane Hotel, Jakarta. The data samples of this research are random spread to the hotel staffs. Out of 125 respondents from all levels of staff positions in Park Lane Hotel, only 120 data are performed. The dataanalysis in this research is measured by Structural Equation Modelling with Amos 6.0. Due to data analysis, it is discovered that career management has a positive and significant effects toward the career satisfaction of the hotel staafs, as to the career management has no effect to the career competency of the hotel staffs. The career competency has positive and significant effect to the career satisfaction, and the career competency cannot mediated the relation between career management to the career satisfaction of the hotel staffs.The implication for the manager of the Park Lane Hotel, Jakarta is to give serious activities concerning the career management to the staff that will assist them to gain more knowledge of the update industry development to gain higher in the career satisfaction of the staffs. In the future research, it needs more details concerning the organization effect and individual and culture factors of the staffs.Keywords : career management, career satisfaction and career competency.

ANTECEDENTS DARI BRAND EQUITY PADA HOTEL SANTIKA DI BSD TANGERANG Asriani Susiati
Jurnal Manajemen dan Pemasaran Jasa Vol. 6 (2013): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This study refers to previous studies, by kevin kam Fung So and Ceridwyn King (2009). The background of this research was to prove the management approaches that brand equity as the key assets for hotel industries and provide brand manger hotel to evaluate brand equity as an outcome brand strategies. The objectives of this research was : (a) the positive effect of company’s presented brand to brand awareness, (b) the positive effect of company’s presented brand to brand meaning, (c) the positive effect of external brand communications to brand awarenessm, (d) the positive effect of external brand communications to brand meaning, (e) the positive effect of customer experience with company to brand meaning, (f) the positive effect of brand awareness to brand equity, (g) the positive effect of brand meaning to brandequity. The design of this research applies a survey toward unit of analysis on the hotel and to interview the customers for testing hypothesis. Meanwhile the required data consist of six variables; company presented brand, external brand communications, customer experience with company, brand awareness, brand meaning, and brand equity. The aggregate numbers of customer being respondent of the study are 150. Data analysis used in this research wasconsists of Structural Equation Method by LISRELL 8.7 as software. The result of this research conclude that variable of company’s presented brand had effect to brand awareness, company’s presented brand had effect to brand meaning, external brand communications had effect to brand awareness, external brand communications had effect to brand meaning, customer experience with company had effect to brand meaning, brand mening had effect to brand equity, and brand awareness had effect to brand equity.Keywords : Brand equity, Hotels, Brand Awareness, Customer satisfaction

KEPUASAN DAN LOYALITAS KONSUMEN PADA ONLINE MARKET DI INDONESIA F. Alia Humarah
Jurnal Manajemen dan Pemasaran Jasa Vol. 6 (2013): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The goal of this research activity is to investigate what things will improve consumer satisfaction and loyalty of online stores in Indonesia. Researchers can take advantage of the results obtained and then menginformasikannya and giving knowledge to the company so they know what things need to be improved and safeguarded against consumers shop online; as well as prevent things which will reduce consumer satisfaction. The findings in this study indicate that there is a positive influence a) adaptation (adaptation), (b) interaction (interactivity), (c) maintenance (nurturing), (d) commitment (commitment), (e) network (network), (f) diversity (assortment), (g)the ease of transaction (transaction ease), and (h) the agreement of usage(engagement) towards customer satisfaction, there is a positive influence customer satisfaction to customer loyalty, there is a positive influence of Inertia, of the relationship between customer satisfaction and customer loyalty, and there is a positive influence Trust affect the relationship between customer satisfaction to customer loyalty The result of this research has implications for the business online, to increase the satisfaction and loyalty of customers on the company maintains, secondly, to academics who want to develop a theory that advanced. Recommendations for further research are expected to be able to use the online shop globally as a comparison object of research, the addition of other variables also affect customer satisfaction and loyalty in the online market.Keyword: Customer Satisfaction, Loyalty and Online Market

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Home Page

OAI Link

Editorial Team

Contact

Reviewer

Google Scholar

Contact Name Luki Adiati Pratomo

Contact Email luki.adiati@trisakti.ac.id

Phone +6281574360223

Journal Mail Official mjjasafeb@trisakti.ac.id

Editorial Address Fakultas Ekonomi dan Bisnis Universitas Trisakti Gedung Hendriawan Sie Lantai 3, Jalan Kyai Tapa Grogol no. 1 Grogol, Jakarta 11440 Telp: 021-5663232(ext.8334)

Location Kota adm. jakarta barat, Dki jakarta INDONESIA

Abstract

Abstract

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Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Contact Name
Luki Adiati Pratomo

Contact Email
luki.adiati@trisakti.ac.id

Phone
+6281574360223

Journal Mail Official
mjjasafeb@trisakti.ac.id

Editorial Address
Fakultas Ekonomi dan Bisnis Universitas Trisakti Gedung Hendriawan Sie Lantai 3, Jalan Kyai Tapa Grogol no. 1 Grogol, Jakarta 11440 Telp: 021-5663232(ext.8334)

Location
Kota adm. jakarta barat,

Dki jakarta

INDONESIA