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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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PENGARUH INTERPERSONAL BASED MEDICAL SERVICE ENCOUNTERS TERHADAP SERVICE QUALITY , PATIENT SATISFACTION AND PATIENT TRUST Aprillia Rio Fathia
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This study aimed to examine the effect of Interpersonal Based Medical Service Encounters on Service Quality, Patient Satisfaction and Patient Trust. This study used a non-probability sampling with purposive sampling technique in which 200 respondents experienced patients in the ARF beauty care clinic and dental clinic serve as a sample. Analysis tool used is the method of data analysis used in this study is a structural equation model (SEM) with the AMOS program uses.From the results of this research is that the factors that can drive the satisfaction of clinic attendees are factors of service quality and service medical encounters need to consider these three to be able to drive satisfaction patient. Service quality factors, gave the need for greater attention to the factors courtesy of the staff to the patients in which this can be done by providing training and guidance is also well to the staff, especially how to be nice and polite to the patient clinic. For future studies it is advisable to increase the number of samples, variables used, and applied inother service industries.Keywords: Interpersonal Encounters.Service Based Medical Service Quality, Patient Satisfaction,Patient Trust.

DETERMINAN KETERLIBATAN KERJA UNTUK TERCAPAINYA PERILAKU INOVATIF Irene Wirjadi
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this study was to investigate the innovative behavior of service firms (education) in order to determine whether role benefit, job autonomy and strategic attention would affect work engagement of the teachers and their innovative behavior on teaching.Data analysis used in this study was using the Linier Regretion with Ordinary Least Squares Method. The respondents in this study were primary school teacher of Sekolah Kristen Ipeka in Jakarta.The result of this study concluded that role benefit and strategic attention have positive relationship with teacher engagement, but job autonomy has a negative relationship with teacher engagement. On the other hand, teacher engagement has a positive relationship with innovative behavior.Key words: strategi manajemen, keterlibatan kerja, perilaku inovatif, guru

PENGARUH KUALITAS PELAYANAN KLINIK GIGI TERHADAP KEPUASAN DAN KEPERCAYAAN PASIEN SEHINGGA MENINGKATKAN KEINGINAN UNTUK BEROBAT KEMBALI Pratama Kesuma Tanudjaya
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was due to intense competition, the management of dental clinic seeks to attract patients by providing excellent quality of service.The objective of this research wasto analyze whether the quality of services provided from a dental clinic can rise the desire of patients to seek treatment again.The design of this research applies a survey. The type of investigation was casuality. Total sample researched was 201 dental patients. The result of this research conclude thatamong the three factors studied, patients trust have the most influence on patient intention for treatment again.Key words: Service quality, costumer’s satisfaction, trust, intention to come.

KONTRIBUSI ATRIBUT PRODUK, KELOMPOK EFERENSI, DAN PROMOSI TERHADAP INFLUENCE POWER ANAK KEPADA ORANG TUA Jessica Weynata
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was due to the fact that children are unique and potential consumers. The objective of this research was to analyze the effect of factors that form the intention to consume among children and how these factors shape the children’s ability to persuade their parents to purchase goods on their behalves.The design of this research was a survey. The researcher involment in this research was moderate, using non-contrived study setting. The result of this research concluded that promotion had bigger effect on forming the intention to consume snacks among children, compared to the reference groups.Key Words: Product attribute, reference groups, intention to consume, impulsice buying, influence power.

PENGARUH SYSTEMIC FAIRNESS DARI LAYANAN INTERNET BANKING TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER TRUST DAN CUSTOMER PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING Reza Putra Pratama
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research is to investigate and analyze the effect of systematic fairness from internet banking services to customer satisfaction with customer trust and customer perceived value as intervening variable. The objective of this research findings in internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positivelyrelated to customer satisfaction. Trust is identified as the key mediator of fairness to customer satisfaction. The design of this research model based on equity theory and relationship marketing theory that incorporates fairness, trust, perceived value and customer satisfaction. The participants of this sample includes 100 respondents which are the customer of bank on Jakarta. Data analysis applied measuring method on Structural Equation Method (SEM) by using the statistic Lisrel. The result of research indicated that,, systematic fairness has a positive impact to customer satisfaction as well as trust and perceived value of the customer to the satisfaction.Keywords: systematic Fairness, Customer Satisfaction, Trust, Perceived Value.

PENGARUH EMPLOYEE COMMUNICATION TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR YANG DIMEDIASI OLEH EMPLOYEE ENGAGEMENT PADA KARYAWAN DI BEBERAPA FAKULTAS UNIVERSITAS TRISAKTI JAKARTA Agustiani Rifania Amanda
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This research is about “The Effect of Emoloyee Communication On Organizational Citizenship Behavior Mediated by Emmployee Engagement Employees On Faculty of Economics, Faculty of Dentistry, and Faculty of Art and Design Trisakti University Jakarta”. The background of this study is to analyze the factors that can influence the Organizational Citizenship Behavior OfEmployees Faculty of Economics, Faculty of Dentistry, and Faculty of Art and Design Trisakti University Jakarta. Several factors can affect the Organizational Citizenship Behaviorincluding Employee communication and Employee engagement. The purpose of this study was to examine the effect of the Employee Communication to Organizational Citizenship Behavior through Employee Engagement. The design of this research using primary data obtained by distributing questionnaires to 200 Employees Faculty of Economics, Faculty of Dentistry, and Faculty of Art and Design Trisakti University Jakarta. Data analysis method used in this researchis Structural Equation Model (SEM).The results of this research concluded that there is a positive influence on the Employee Communication against Organizational Citizenship Behavior, there is a positive influence on Employee Communication against Employee Engagement, and there is a positive influence on Employee Engagement against Organizational Citizenship Behavior.Keywords : Employee Communication, Employee Engagement, Organizational Citizenship Behavior

PENGARUH KUALITAS SERVICE TERHADAP KEPUASAN, KEPERCAYAAN, DAN KECENDERUNGAN BERPERILAKU MAHASISWA PADA PERGURUAN TINGGI DI JAKARTA Primasatria Edastama
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Development and growth of universities in Jakarta encourage each university to achieve the best quality to get more students. This action need certain steps particularly by improve quality service. In this research will analyze the effect of service quality to students’ behavior intention, so university able to see the effect of quality service. The method in this study was Structural Equation Model(SEM), as subject research is students, and the data used primer data that collected by questionnaire. The result of this study showed a good service has effect to trust of behavior intention. However, this research also found the effect of satisfaction to trust is significant although it is weak effect, this also occur to the quality of service to trust and service quality. For the effect of quality service to behavior intention in this research showed strong effect. By the result of this research, it is hope that university able to manage the quality service better and more focus to student as customer because of tendency of their behavior.Keywords: service quality, trust, behavior intention

RELEVANSI DIMENSI KUALITAS PELAYANAN DAN PUASAN PELANGGAN BAGI PENGUNJUNG MUSEUM Di TAMAN MINI INDONESIA INDAH Kusumasitta Kusumasitta
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This research study about the effect of tourism on local people's needs and extent to which the benefits to the community museum in Taman Mini Indonesia Indah and also evaluation of service quality to improve visitor satisfaction. The method used in this research is by using a questioner data that spread out through Taman MiniIndonesia Indah customer for knowing their satifaction level. After the data gathered, then it divide into five kind variable (Tangible, Reability, Responsiveness, Assurance & Empathy). The result of this research conclude that : The tangible asset(X1), The reliability(X2), The Responsiveness(X3), The Assurance(X4), TheEmphaty(X5), is giving positive influence and significantly in customer satisfaction.Keywords : Tangible, reability, responsiveness, assurance, empathy,customer satisfaction.

PENGARUH PRODUCT QUALITY, SERVICE QUALITY, IMAGE TERHADAP LOYALTY MELALUI SATISFACTION PADA RESTORAN SUNDA DI JAKARTA Dessy Pirbadi
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Number of Sunda Restaurant’s consumer in the year of 2009 and 2012 are decreasing although the number of restaurant is increasing. This research test the impact of Product quality, Service quality, and Image through Satisfaction into consumer’s Loyalty by using Convenience Sampling with 200 respondents who have visited and eat in Sunda Restaurant in Jakarta at least twice in the last sixmonths. Tool used to analyze the data is Structural Equation Model (SEM) through AMOS software ver. 18.00. Result shows that Product quality, Service quality, Image, and Satisfaction have positive impact to Loyalty.Key words: Product quality, Service quality, Image, Satisfaction, Loyalty

PENGARUH KOMPENSASI TERHADAP RETENSI KARYAWAN MELALUI KEPUASAAN KERJA DAN KOMITMEN AFEKTIF PADA BEBERAPA RUMAH SAKIT DI DKI JAKARTA Diah Puji Astuti; Mutiara Sibarani Panggabean
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This research refers to a previous study conducted by Anis et al., (2011); Chee Hong et al., (2012) and completed by Lamba & Choudhary (2013). This research is about “Compensation effect on the retention of employees through job satisfaction and affective commitment in several hospitals in Jakarta”. The background of this research is to analyze the Employee Retention refers to the policy of the hospital to prevent the employee out of the hospital. The purpose of this research was to examine the effect of Compensation for Employee Retention Through Work Attitude. The design of this research using primary data obtained by distributing questionnaires to 105 Hospital of type C in Jakarta. Data analysis method used is Structural Equation Model (SEM). The results of this research concluded that there is a positive influence through the Employee Retention Compensation for Work Attitude.Keywords: Compensation, Employee Retention, Job Satisfaction, Affective commitment, Hospital

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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

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

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

Abstract

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