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INDONESIA
Journal of Business Strategy and Execution
Published by Universitas Bina Nusantara
ISSN : 19796854     EISSN : -     DOI : -
Core Subject : Economy,
Economics, Econometrics & Finance
Journal of Business Strategy & Execution (JBSE) publishes articles with a practical focus designed to help readers develop successful business strategies and their executions. Articles should contain innovative ways in managing businesses. Articles in the journal examine significant research questions from a broad range of business disciplines such as Marketing, Operation, Production, and Human Resources. Some perspectives that involve Economics, Information Technology and Accounting that contribute to business phenomena might also be examined. The depth and the variety of the articles in the journal enrich readers and are unlikely to find in other single business publications.
Arjuna Subject : -
Articles 182 Documents
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THE ROLE OF EMOTIONAL SATISFACTION IN SERVICE ENCOUNTER FOR DEPARTMENT STORES IN JAKARTA Tanihaha, Theresia
Journal of Business Strategy and Execution Vol 1, No 2 (2009): Published on June 2009
Publisher : Bina Nusantara University

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Abstract

The paper examined the role of emotional satisfaction in service encounters.  Specifically, this study seeks to investigate the relationship between emotional satisfaction and key concepts such as service quality, customer loyalty, and relationship quality and clarify the role of emotional satisfaction in predicting customer loyalty and relationship quality. In doing so, this study used data from sample survey of 320 Jakarta retail customers concerning their evaluation of shopping experience to address the issue.  Descriptive analysis, mean value analysis, independent t-test, ANOVA, and linear regressions were used in analyzing the data. The results showed that service quality was positively associated with emotional satisfaction; emotional satisfaction was positively associated with both customer loyalty and relationship quality.  Further analysis revealed that customer’s feeling of being to be pleased is an important indicator of the overall service experience and relationship quality. This study implied that managers of department stores in Jakarta needed to focus on improving and maintaining service quality and enhance the shopping experience such that it resulted in the feeling of being pleased.
MANAJEMEN STRATEJIK PADA PERUSAHAAN GITA GROUP Poerba, Fransisko Gemanta; Ayuningtyas, Christina; Dilmy, Irham A.
Journal of Business Strategy and Execution Vol 1, No 1 (2008): Published on November 2008
Publisher : Bina Nusantara University

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Gita Group Company, consisting of PT. Sagita Raya Transport Service, PT. Gita Terminal Sarana (GTS) dan PT. Gita Tata Ekspresindo (GTE), is having significant problems in which the management feels the needs to conduct evaluation, alteration and repairment in some areas. The purpose of this project is to find what and where the problems actually are and give suggestions to the management on how to solve them. Results shows that there is no clear line to limit and standardise the management policies, an almost non-existence of routine evaluations such as work evaluation and financial evaluation, standard operational procedures, and unclear pricing-cost-service management as well as no definitions of the company’s vision and mission. Therefore, suggestions will be made by presenting steps that are possible to be implemented within the internal management starting from planning and formulating necessary changes and standardisations, communicating and applying these changes to directing the company towards its targets or goals.
THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND SERVICE (EMPIRICAL STUDY AT CELEBRITY FITNESS JAKARTA) AB, Robert; Wowor, Cindy Prishila
Journal of Business Strategy and Execution Vol 3, No 2 (2011): Published on June 2011
Publisher : Bina Nusantara University

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The purpose of this study is to investigate technical competence and relational competence as element of service quality (Lagrosen, 2007) contributes in customer satisfaction development. In addition the study aims to investigate the contribution of customer satisfaction to service loyalty which measured by three elements, behavior, attitude, and cognition.. This study use a combination of two research designs; descriptive and causal research design. The empirical tests using a structural equation model to support the research hypotheses. The data is collected from questionnaire, which are distributed at Celebrity Fitness in Jakarta. The research findings show that technical competence and relational competence, as a dimension of service quality has a positive relationship towards customer satisfaction. Findings also show that customer satisfaction has a positive relationship towards service loyalty. The last finding shows service loyalty is known as a multidimension structure with three dimension: behavior, attitude, cognition. This research does not compare other fitness centers. For the further research, the researcher can conduct a research in some fitness centers as a subject. It probably can be found new inventions dealing with customers’ attitude towards service quality that has a huge effect to the customer satisfaction and service loyalty. A useful foundation whereby practitioners can appreciate the importance of service quality, developing and maintaining service quality and also useful for managers of fitness companies when designing and managing fitness business. This paper presents a framework of service quality, customer satisfaction and service loyalty. This paper fulfils and identified information and resources need, and offers practical assistance to academics and practitioners in the field.
ANALISIS LOYALITAS TOKO DENGAN PENDEKATAN SECOND ORDER FACTOR DARI STRUCTURAL EQUATION MODEL Haryanto, Budhi; Kawuri, Winanti Retno
Journal of Business Strategy and Execution Vol 2, No 2 (2010): Published on June 2010
Publisher : Bina Nusantara University

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Objective of this study was to explain the shopping behavior. Shopper loyalty as dependent variable that was influenced by hedonic shopping motives and store attributes. In the  model, gender, age, and income as variables that were designed to moderate the relationship of these variables. Sample size was 200 person taken from cusomer loyalty in Solo Grand Mall. Survey was conducted to improve the response rate of the sample. Structural Equation Model was used to examine the structural relation. Second order factor SEM was choosen in order to explain the linkage among of the obseved variable. The result showed that shopper loyalty was significanty influenced by store atributte and hedonic shoping motives. This sudy also indicated that gender, age, and income were found to moderate shopper loyalty forming process. In this study, insignificant results were also discused in order to give theoretically and  practically implication.
ANALISA KEPUASAN PELANGGAN ATAS KUALITAS PELAYANAN JASA PADA PEMEGANG KARTU KREDIT EVERYDAY BANK MANDIRI DI JAKARTA Imawan, Zera N.; Sucento, Bun
Journal of Business Strategy and Execution Vol 1, No 2 (2009): Published on June 2009
Publisher : Bina Nusantara University

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Customer satisfaction is a target or object that must be achieved by every companies. For those achievements, we could see from services that given and quality of product that oferred by. The objective of this research is to measure and know the customer satisfaction, and how far the relation of the productivity level from Bank Mandiri Everyday Credit Card agains Customer Interest Level.Research method used survey research method. Sample from 100 people with primary and secondary data. After that, we used validitty test, GAP analysis, and cartesius diagram analysis to see the gap between interest level and reality level with Bank Mandiri productivity. Analysis Result from GAP method is -0,1 that means customer satisfaction of the holder Bank Mandiri Everyday credit card is satisfy enough. But Bank Mandiri must maintain some factors to make customer keep using Bank Mandiri services and never changeover to other bank.
THE EFFECTS OF BRAND ENDORSEMENT, POPULARITY, AND EVENT SPONSORSHIP ON CONSUMER PRE-PURCHASE ATTITUDES IN JAKARTA Hendrasaputra, Daniel; Lunarjanto, Andy
Journal of Business Strategy and Execution Vol 1, No 2 (2009): Published on June 2009
Publisher : Bina Nusantara University

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It aims to investigate the individual and collective effects of Brand Endorsement, Popularity, and Event Sponsorship on consumer perceived quality, uniqueness, manufacturer esteem, and corporate citizenship. This research uses Frequency Analysis, Descriptive Analysis (Mean and Standard deviation), Independent Samples T-Test, ANOVA and MANOVA It suggest significant main effects for both popularity and sponsorship cues, with popularity affecting perceived quality, uniqueness, and manufacturer esteem, and sponsorship affecting manufacturer esteem and corporate citizenship Popularity is the most managerially useful, because it can give significant effects on perceived product quality, uniqueness, and manufacturer esteem. Sponsorship can give significant effects on corporate image, represented in manufacturer esteem and corporate citizenship.
ANALISIS DAN PERUMUSAN STRATEGI MARKETING UNTUK MENINGKATKAN BRAND AWARENESS PRODUK ICE CREAM NEW ZEALAND NATURAL Angeline, Angeline; Patrisia2, Irma; Ramadhyta, Putri; Sucento, Bun
Journal of Business Strategy and Execution Vol 1, No 1 (2008): Published on November 2008
Publisher : Bina Nusantara University

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Abstract

Ice cream is a favorite’s snack for all ages. Societies are willing to spend their money to have premium ice cream. They are willing to buy premium ice cream at quite expensive prices.  Nowadays many brands of premium ice cream are introduced in the market and cause the competition to be tighter. Because of that, effort to keep the new customers is more important then to collect the new customers. Ice cream companies spend extra efforts to develop customer’s satisfaction for getting customer loyalty. In facing the tight competition in this industry, an ice cream company that produces ice cream with the brand of New Zealand Natural formulates a marketing strategy to develop brand awareness. The analysis in this study is based on five competitive forces analysis, marketing mix, and STP. Finally, this study also advances some suggestions to improve the strategy.
ANALISIS PERSEPSI PENERAPAN MODEL ORGANISASI PEMBELAJARAN DI PTN “X” Bawono, Sri; Mangkuprawira, Sjafri; Daryanto2, Heny K.; Sarma, Ma’mun
Journal of Business Strategy and Execution Vol 3, No 1 (2010): Published on November 2010
Publisher : Bina Nusantara University

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PTN “X” as a higher educational organization, has developed its capacity to grow and learn into a world-class university.  Learning Organization by Senge (1995) is an organization that continually expand their capacity to create the future with innovation strategy, namely to change ideas (ideas) into something useful for the organization and its environment, by engaging individuals and teams that exist. There are five disciplines as the concept of learning organization: personal mastery, mental model, shared vision , team learning and  system thinking.Nowadays, PTN “X” has applied an organizational learning and it came up into several unpleasant results. The main problems were mainly due to deficiencies and constraints in human resources. There are no clear guidelines on the internal organization of PTN “X”. This research is correspondingly made in pursuing objectives to analyze the perceptions of respondents regarding the application of organizational learning in the PTN “X”. There are four principles that has not been fully executed, mental models, system thinking, shared vision and team learning while, personal mastery rated well.
ANALISIS ATRIBUT PEMASARAN PADA BEBERAPA RESTORAN CEPAT SAJI DI JAKARTA Manoppo, Chandra Adhitya; Abdurachman, Edi
Journal of Business Strategy and Execution Vol 2, No 1 (2009): Published on November 2009
Publisher : Bina Nusantara University

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The purpose of this research is to find whether marketing attributes of some fast food restaurants have met with consumer’s expectations, and identify and analyze the correlations between demography (gender, age, education, job, expenditure per month, frequency of eating-out, and marital status) and the marketing attributes (product, price, service, promotion, and place) from fast food restaurant. The methodology used in this research is conducting a literature study and collecting primary data by using survey method with questionnaire. The respondents were 120. The result of this research covers 4 important points. First of all, the product, price and place are found to be related to the amount of expenditure per month, the frequency of eat-outs, and marital status. Secondly, service is related to age, job, the amount of monthly expenditure and marital status. Next, the promotion is related to age and job. These three outcomes indicate a need for marketing innovation based on the relations between the demography and the marketing attributes from fast food restaurants. Lastly, the performance of some fast food restaurants at promotion and place attributes has fulfilled consumer expectation. Even, for some fast food restaurants, the attribute of place has overly fulfilled the consumer’s expectation. Therefore, the promotion and place attributes should be maintained well. However, the attributes of price, product, and service have not met with the consumer’s expectation, and thus, there is a need to improve the performance of the fast food restaurants in order to always fulfilled the consumer’s  expectation.
STUDI KESENJANGAN ANTARA TINGKAT KEPUASAN PELANGGAN DENGAN TINGKAT KEPENTINGAN LAYANAN PADA BLITZ MEGAPLEX DI JAKARTA Hartanti, Grace; Furinto, Asnan
Journal of Business Strategy and Execution Vol 1, No 2 (2009): Published on June 2009
Publisher : Bina Nusantara University

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Abstract

The pursuit of customer satisfaction toward service quality is a simple and yet inevitable effort for companies in the service industry. Customer satisfaction is expected to impact customer loyalty which materializes as among others, the spread of word of mouth, creating more customers and bringing more profits for the company. The common problem in the area of customer satisfaction and service quality measurement is the existence of gap between what the customers expect to receive and what the company eventually delivers to them. Another possible gap is on the types of service attributes. Those attributes which are deemed important or unimportant by customers are sometimes (if not most of the time) different from what company perceives to be important or unimportant. To complicate the picture further, there are also difference of perspectives between member and non member customers. Blitz Megaplex is a service company, providing one stop entertainment-beyond movies, to their customers. This research aims to provide insights to Blitz management as to on what dimensions of service quality they shall put more emphasize on. Using combination of explorative and quantitative approach to collect data, the author further employs IPA (Importance-Performance Analysis) framework to analyze the findings. It is found that there are significant gaps at the three locations of Blitz Megaplex (Grand Indonesia, Pacific Place, Mal of Indonesia) in Jakarta. Blitz shall focus on important dimensions (as rated by customers) whereby its performance is falling below customer expectation, and shall reduce its efforts of improving unimportant dimensions even though it is performing way above customer expectation.

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