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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 CONTROLLABILITY ATTRIBUTION DAN STABILITY ATTRIBUTION TERHADAP SATISFACTION MELALUI FIRM RESPONSIBILITY DAN RECOVERY EXPECTATION Ahmad Sukmawan
Jurnal Manajemen dan Pemasaran Jasa Vol. 2 No. 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Objectives of this research was to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The design of this research applies a survey in Telkomsel to interview the customers for testing the hypothesis. Meanwhile the required data consist of five variables are controllability attribution, stability attribution as independent variables, firm responsibility, and recovery expectation as intervening variable. Finally, satisfaction as dependent variable. The aggregate numbers of customer being respondent of the study are 130 customers. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. Result of this research concludes 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: Call center, customer service, controllability attribution, service satisfaction, recovery expectation.

KEPUASAN DAN LOYALITAS KONSUMEN PADA ONLINE MARKET DI INDONESIA F. Alia Humairah; glory glory
Jurnal Manajemen dan Pemasaran Jasa Vol. 2 No. 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The goal of this research activity is to investigate things that will improve consumer • satifaction and loyalty of online stores in Indonesia. Researchers can take advantage of the result obtained and then inform it to companies so they know what things need to be improved to maintain their customers. The findings in this study indicate that there is a positive influence of 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 usaage (engagement) towards customer satisfaction, there is a positive influence customer satisfaction to customer loyalty, there is a positive influence of Inertia towards the relationship between customer satisfaction and customer loyalty, and there is a positive influence od Trust towards the relationship between customer satisfaction to customer loyalty. The result of this research has implications for the business online which are to increase customers satisfaction and loyalty and to scholars who want to develop the theory. Further research are expected to use global online shopping as a comparison and adding the other variables that also affect customer satisfaction and loyalty in the online market.keyword: Customer Satisfaction, Loyalty, and Online Market

PENGARUH CORPORATE GOVERNANCE TERHADAP KINERJA PERUSAHAAN KIMIA DAN FARMASI DI INDONESIA Henny Setyo Lestari; Dhetoriana Permatasari
Jurnal Manajemen dan Pemasaran Jasa Vol. 2 No. 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i2.554

This research is aimed to determine the influence of corporate governance on firm pe ormance. The sample used were 16 companies, which is divided into 8 companies in hemical sector and 8 companies in pharmaceutical, that are listed in Indonesia Stock Exchange during the period of 2004 to 2008, which were selected using purposive sa pling method. Corporate governance in this research was measured with board size , board independence, and ownership concentration While firm performance was To sured by ROA and ROE. Menthods of data analysis were using multiple regressionfacility. Based on the results of this research showed that there was no significant .1influence between corporate governance (board size, board independence, andownership concentration) on firm performance (ROA and ROE).Keywords : Corporate Governance and firm performance

MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH Yunita Nila Dewi
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company.This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction.Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

PENGARUH RANCANGAN SITUS, HARGA, KEPERCAYAAN DAN KEAMANAN TERHADAP PEMBELIAN PRODUK FASHION MELALUI ONLINE SHOPPING Megawati Wijaya; Farida Jasfar
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The increasing use of Internet provides an emerging prospect for online retailers, especially on fashion product. Online retailers need to know factors that affecting customer to buy online, then they can further develop their marketing strategies to convert potential customer. The objective(s) of this research was to analyze the effect of website design,price, trust and security on purchase of product fashion through online shopping. This study used Multiple Regression Analysis. The method used is Simple Random Sampling. 130 samples is chosen randomly from lectures and students of Trisakti University, Jakarta. The results show that there is positive influence of website design, trust andsecurity on purchase of fashion product through online shopping, but there is no positive influence of price on purchase of fashion product through online shopping.Keywords : Website Design, Price, Trust, Security, Online Shopping

MODEL TERINTEGRASI KEPUASAN PASIEN PADA RUMAH SAKIT GIGI DAN MULUT PENDIDIKAN (RSGMP) DI JAKARTA Putri Handara
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was every service provider, including RSGMP are expecting to maintain customer / customer loyalty in long period of time. Loyalty is directly influenced by the satisfaction / dissatisfaction of patients that have been accumulated within a certain of period. If the performance fulfills the expectations, customer would satisfy, otherwise, if the performance was below expectations, the consumer is not satisfied. Outcome quality, Interaction quality andPeer-to-peer quality are the dimensions of Service quality. Service quality has an impact on Customer satisfaction, thus need to be considered by the dentist to create Customer satisfaction.The Objectives of this research was to propose and test a theoretical model of the relationship among service quality, customer satisfaction, and customer loyalty. Other than that to testing the role of customer satisfaction as mediator in the relationship between Outcome quality, quality Interaction and Peer-to-peer quality with Customer loyaltyThe design of this study using hypothesis testing aims to examine the relationship between the variables. Samples of 150 patients were selected based on the patient of RSGMP in Jakarta, whichhas been treated at least 1 year in the same place. The sampling technique used was purposive sampling. The model used is based on the research criteria. Data analysis used in this research was using the primary data. Data were collected by questionnaire technique that is by providing a written statement to the respondents. Furthermore, the respondents respond to the statement given. Questionnaires were administered are closed and in which the answer is already provided.The result of this research concludes that outcome quality, interaction quality, and peer-to-peer quality have significantly influence customer satisfaction, and in turn impacted the customer loyalty. This research shows that outcome quality, interaction quality, and peer-to-peer quality should be considered as pivotal elements in creating customer satisfaction and that customer satisfaction should be treated as strategic variable to enhance customer loyalty.Keywords: Outcome quality, Interaction quality and Peer-to-peer quality, Service quality, Customer satisfaction, Customer Loyalty

PENGARUH PERCEIVED RISK TERHADAP CUSTOMER LOYALTY MELALUI SWITCHING COST Windy Kaligis
Jurnal Manajemen dan Pemasaran Jasa Vol. 9 No. 2 (2016): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The objective of this study is to examine and analyze the effect of perceived risk on customer loyalty through switching cost of PT Go Jek Indonesia customers. The samples being used in this study is 154 respondents. Data collection method that is used in this study is purposive sampling. Hypothesis testing is conducted using Structuctural Equation Model (SEM). The findings of this study are perceived risk has negative effect on customer loyalty, perceived risk has negative effect on switching cost, switching cost has positive effect on customer loyalty, and perceived risk has positive effect on customer loyalty through switching cost.

PENGARUH PELATIHAN DAN MOTIVASI KERJA TERHADAP KINERJA KARYAWAN PT. BANK BJB KANTOR CABANG SUCI BANDUNG Roro Watie Rachmawati
Jurnal Manajemen dan Pemasaran Jasa Vol. 9 No. 1 (2016): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

ABSTRACT In this study a problem that occurs is the implementation of training and motivation are ineffective for employees in PT. Bank BJB Office Bandung, so that they are less than optimal performance. This study aimed to test the Training and Work Motivation Effect on Employee Performance in PT. Bank BJB Office Bandung. The population in this study is that all employees at PT. Bank BJB which amounted to 51 employees. The sampling technique used is census sampling technique, the sample set as many as 51 employees. This study uses a quantitative approach, the data for this study were obtained through questionnaires (questionnaire) which has been filled by the respondents who have been determined. Data analysis method used is the method of multiple linear regression analysis. The results of the analysis of Pearson correlation 0.794 or 79.4 % which shows that the correlation between training and work motivation and performance of employees are in a strong relationship level, means that training and motivation has a positive and significant relationship to the performance variables. While the coefficient of determination 0.631 or 63.1 %, meaning that training and motivation has contributed 63.1 % of the employee's performance, while the remaining 36.7 % is influenced by other variables which is not examined. Training and motivation are ineffective for employees in PT Bank BJB Office Bandung as a whole is not yet optimal.

PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN Fransisca Sandra Christina
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research is Customer loyalty as a competitive advantage in serviceindustry. The objective of this research is to examine the impact of Service quality, Corporateimage on Customer loyalty through Customer satisfaction. The design of this research appliesprimary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’sHospital in Jakarta. Data analysis method used in this research is Structural Equation Model(SEM). The result of this research concludes that there is positive impact Interaction quality,Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impactInteraction quality, Peer-to-peer quality, Corporate image, Customer satisfaction towardCustomer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customersatisfaction and Customer loyalty.Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporateimage, Customer satisfaction, Customer loyalty

SIKAP MEREK, PERCEIVED QUALITY, DAN PRESTISE MEREK TERHADAP ADVOKASI MEREK MELALUI KEPERCAYAAN MEREK PADA KLINIK GIGI ORTODONTI DI JAKARTA Vinna Lovely Hendika; Sri Vandayuli Riorini
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was to trust a brand; a consumer will have on brand attitude. Brandattitude is an overall evaluation of the consumer to the brand. Of a positive assessment of a brand canlead customers into believing the service that is given so that the company believes this attitude that ledto patient satisfaction and intend to go back again using the same service. Brand Trust is the impact ofBrand Advocacy, Brand Attitude, Brand Prestige and Perceived Quality. When a trusted brand that hasprestige in this case may lead consumers to buy products or services feel it again and then the attitudeof loyalty was formed. With the level of consumer loyalty can give a positive attitude toward the brand,which consumers can trust and be advocates in defending the brand.The objectives of this research were to analyze the effect of brand attitude, perceived quality andbrand prestige of the brand trust. And analyze the effect of brand attitude, perceived quality andbrand prestige on brand advocacy.The design of this research applies hypothesis Testing aimed to examine the relationship between thevariables studied. Sample as many as 170 patients were examined you’ve ever come to a particularorthodontic dental clinic. The sampling technique used was purposive sampling. Model used is basedon research criteria.Data analysis used in this research was collected by questionnaire technique, namely by providing awritten statement to the respondent. Furthermore, the respondents to respond to the statement given.Questionnaires were administered are closed and where the answer is already available. In this studybefore distributing questionnaires to test the validity and reliability of the research instrument in orderto obtain a valid measurement tool and reliable.The result of this research concludes that Brand Trust is the impact of Brand Advocacy, Brand Attitude,brand prestige and Perceived Quality. When satisfied customers or patients of a product willautomatically arise WOM (Word of Mouth). WOM provide significant assessment of the customerratings. Action in Brand Advocacy WOM is associated with customers who already believe or trust thecompany’s brand because customers feel satisfied.Keywords :Brand Attitude, Perceived Quality, Brand Prestige, Brand Advocacy, Brand Trust, Word ofMouth

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Luki Adiati Pratomo

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+6281574360223

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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)

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Dki jakarta

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Abstract

Abstract

Abstract

Abstract

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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